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

3,487 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

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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:06/20/2025
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 am filing a complain with the BBB against Total Wireless (now ******* Value) for retroactively changing their phone unlocking policy and applying it to my device. Total ********************** introduced a new policy effective April 1, 2025, requiring 60 days of paid active service for unlocking, and is enforcing it on my device. My phone was activated under the original July 2024 policy, which stated that it would automatically unlock 60 days after activation, without the requirement for paid service.The original policy (Effective Date: July 2024) stated:"For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation."The new policy (Effective Date: April 1, 2025) states:"For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service."Retroactively applying a policy change to customers who activated devices under a previous set of terms constitutes a breach of contract and unfair business practice. This policy change has caused me direct harm by preventing the unlocking of my device despite meeting the original terms.This practice potentially violates:Federal **************** Act (15 U.S.C. 45): Prohibiting unfair or deceptive acts or practices.FCC Settlement Requirements (2015): Mandating TracFone to honor unlocking agreements established at the time of device activation.I request that Total Wireless/******* Value honor the original unlocking terms applicable at the time of my device's activation. Additionally, I request that Total Wireless/******* Value be prohibited from retroactively applying new unlocking policies to previously activated devices.Handset IMEI: *******************
Business Response
Date: 06/16/2025
Please see the attached document.
Customer Answer
Date: 06/20/2025
Hello,

I received a call from a person who works for Total Wireless on 6/18/25 at around 2pm.

Strangely, the person's name was identical to the person's who had initially declined my request to unlock in the unlocking department ************** and the voice sounded exactly identical. The ** number given this time was ******, and the person claimed to be a supervisor.

No solution was offered. I was simply told that I should buy a minimum of 30 additional days of coverage. When I responded that the original terms of contract did not require that, the person conceded that Total Wireless had unilaterally changed the terms, but now boldly claimed that it was my fault because I should have requested an unlock after 30 or 60 days. I replied that the terms stated that the unlock would be automatic after 60 days, with no requirement that I ask for the unlock (and if I did, it should be honored).

The Total Wireless representative was not interested in talking to me or making even an attempt to come to a solution to my satisfaction.

Best,

**** *******
Customer Answer
Date: 06/30/2025
Total Wireless called me again, stating that their terms have changed again. The agent did not respond to my concerns, reading the policy to me given from the company.
I followed up in a chat - they want me to spend another $40 on a monthly plan to unlock the phone. I declined.
The company is not interested in responding to my complaint.
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 Total Wireless has retroactively applied a new unlocking policy, which has directly impacted you by preventing the unlocking of your device even though you met the previous unlocking requirements.

We understand your desire to use the 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 Total Wireless service 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.

Additionally, to assist you with future unlocking requests the cellphone must be in working condition and turned on, and has not been reported stolen or lost, with no indicators of fraud. This Unlocking Policy is subject to change at any time without advance notice.

Upon review, our records show that your Total Wireless phone, with a serial (IMEI) number ending in 7634, was activated on January ******. After 30 days of paid and active service, the phone became inactive due to non-renewal.

When we checked the devices unlocking eligibility, the system indicated that it is not eligible for unlocking at this time. We consulted our ********************* and they confirmed that the device must complete 60 days of paid and active service to qualify for unlocking.

We contacted you by phone on June 26, 2025, at ************,and shared our findings and recommendation. However, you declined to add additional service to the device.

As of June 30, 2025, we noted that the phone has been reactivated. The system is now tracking the required 60 days of paid and active service before unlocking eligibility can be reassessed.

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 1323196438.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/09/2025

Complaint: 23472620

I am rejecting this response because:
Total Wireless called me again, stating that their terms have changed again. The agent did not respond to my concerns, reading the policy to me given from the company.
I followed up in a chat - they want me to spend another $40 on a monthly plan to unlock the phone. I declined.
The company is not interested in responding to my complaint.

Sincerely,

**** *******
Customer Answer
Date: 07/10/2025
The information provided by Total Wireless in its response is willfully false and deceitful. It is not satisfactory to me.

The company claims that according to its current policy, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

The company acts in bad faith by hiding the information that this policy, according to its own website, did not go into effect until April 1, 2025. This is stated here:
**************************************************************************************************************************************************************************************
The condition for unlocking the phone I purchased from the company at the time of purchase, which is when the contract was executed, was that the phone free when purchased with 30-Days of Prepaid Service on their Total 5G Unlimited Plan for $55. Port-in of an existing phone number and ID verification is required. Device will unlock automatically 60 days after plan activation (w/ only one month of service required.)

The conditions for unlocking stated at the time of sale are consistent with the companys policies stated here, effective from July 2024 to April 1,2025:
************************************************************************************************************************************************************************************************************************************************

The relevant section states the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.

Thus, my phone, as I had met the conditions of purchase with the purchase of 30-Days of Prepaid Service on their Total 5G Unlimited Plan for $55, my Port-in of an existing phone number, and my ID verification, should have been automatically unlocked in March 2025.

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 July 09, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were contacted and informed that the Terms for Unlocking was changed again and that you were required another $40 plan to unlock your phone.

As per our previous response, you redeemed another 30-day plan to the account on 6/30/********* this, the required 60 days of pad service outlined in the Unlocking Policy, has been met. Therefore, the device must complete the 60 days of active service requirement, since as per Unlocking Policy, the phone can be unlocked after 60 days of paid and active service.

We attempted to contact you via phone number ************, and have sent emails to ******************** on 7/10/2025, 7/14/2025, and 7/17/2025, to discuss the status of your account and Unlocking request. However, we were unable to reach you, and have not yet received your reply to our emails.

Please note that your phone will be eligible for unlocking once it reached the required 60 days of active service. As of this writing, the phone already has 49 days of being active.

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 1323196438.

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: 07/17/2025
My last response still applies.
I have called back only to be connected to the general 800 number, and was told each time that the new policy (which does not apply here) is in effect. The **** made no attempts whatsoever at a resolution.
The company's response does not address my statement, which is that the policy that was in effect when the contract was concluded applies.
The company needs to unlock my phone remotely and promptly.
Customer Answer
Date: 07/17/2025

Complaint: 23472620

I am rejecting this response because:
My last response still applies.
I have called back only to be connected to the general 800 number, and was told each time that the new policy (which does not apply here) is in effect. The **** made no attempts whatsoever at a resolution.
The company's response does not address my statement, which is that the policy that was in effect when the contract was concluded applies.
The company needs to unlock my phone remotely and promptly.

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 7/17/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were informed that the new Unlocking Policy is being applied,which should not be, because your phone was activated prior the change. With this, you are requesting to have the phone unlocked.

We understand your desire to use the device on another carrier's 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 *******, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service. Unlocking requests submitted on or after 4/1/2025, must comply with this policy.

We reviewed your account and determined that is active and provisioned in the system. As of this writing, the device needed three more days of being active, before we can process your unlocking request.

We attempted to contact you via phone number ************, and have sent emails to ******************** on 7/21/2025, and 7/23/2025, to discuss the status of your account and unlocking request. However, we were unable to reach you, and have not yet received your response to our emails. Rest assured we would make further attempts to reach you, and provide appropriate assistance.

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 Total Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/29/2025

Complaint: 23472620

I am rejecting this response because:
Per the response written on 7/25, at that time "the device needed three more days of being active, before we can process your unlocking request."
The date now is 7/29, and the device still has not been unlocked. Total Wireless has not processed my unlocking request. Contrary to Total Wireless's assertion that it has not been able to reach me, I have talked to numerous agents at Total Wireless. For call back, I was given the general 800 number the company uses for all communications, and the agents had not even a record of my purchase!
To be satisfied, per its own stated policy above, Total Wireless needs to unlock the phone remotely NOW and without further requests on my part.
**** *******

Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/30/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone is still locked, despite our previous response stating that your unlocking request can be processed after three days.

We apologize for any inconvenience this may have caused you. As reviewed, our agents were unable to process your unlocking request due to an unexpected error. Nonetheless, our records show that the Unlocking Request ticket was created on 7/30/2025, with reference number **********. As of this writing, your device is already unlocked.

We attempted to contact you via phone number ************, and have sent emails to ********************* on 8/5/2025, and 8/6/2025, to discuss the aforementioned update. However, we were unable to reach you. Please connect your phone to a WiFi, turn it Off and On, prior inserting a non-branded SIM card.

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

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

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: 08/08/2025

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/21/25 I call tracfone support to assist me when activating a new phone and then transferring it to a new phone. This took a while but was successful, and even required a supervisor to approve. My service end date was 3/21/26 with 1500 minutes and texts. About 2 months later, all the my minutes and texts were gone. I called up 6/19/25 and spoke to support (now called the ******* migration team) and the woman I spoke to could not give me details, but was able to fix my phone after about 10 minutes. I asked what the issue was and how it was fixed and if she saw my previous minutes. She WOULD NOT give me details. Then I asked how many minutes and text I had because it was not showing up in the tracfone app. She said she cant see it on her end and to text BALANCE to ******. I did it only showed 1gb of data, no minutes or texts. I then asked her again to give my balance but she wouldnt. I knew something was up. I could tell she kept trying to get me off the phone by asking if I solved her problem but would not tell me how many minutes and texts were in my account. While all this is going on, I kept refreshing my tracfone account and saw my points balance go down by 1500. I asked her about it and why my account went down during our call. She said no I see you have over 8000 on my end, and I never had that much. I kept pressing her on it and then she hung on me. A little research into my account then, I saw saw used ******************************************* service. She did not ever ask me to do this, and she didnt/wouldnt tell me how she gave me service. Utterly disgusting service, this blew my mind away when I realized what she did. How awful of a person do you have to be to pull something this ?I called back in a few minutes, got another person, asked for a supervisor, they said they couldnt. told me the story again, and After 25 minutes was told they cant help me, to transfer me to tracfone support, and was hung up on. The biggest scam ever! Thieves!
Business Response
Date: 07/07/2025
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 minutes were erased and your rewards points were used without your consent.

Upon review, we found that on 4/21/2024, in your original device with serial (IMEI) number ending in 0799, a $125 (1500 minutes / 365 access days) airtime plan was used upon activation. On 2/4/2025, the record shows that your number and service was transferred to another device with serial number ending in 8979 under reference number **********. On 4/19/2025,replacement minutes were added to the account 1500 minutes, 1499 text units and 920 MB under reference number **********. On 6/19/2025, we found records of two redemption for the $15 (500 minutes, 500 text and 500MB / 30 access days) airtime plan using your rewards points; wherein one purchased was even change to the $15 unlimited plan. With that, a total of 3000 rewards points were deducted to your account.

We spoke with you on June 26, 2025, via phone at **********.We manage to get your balance updated and even put up an escalation to possibly reinstate your ********************** reference to ticket **********. On 7/04/2025, we received an update that the 1500 rewards points were rewarded back to your account as a one-time courtesy. You can access your My Account for the verification of this update.

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

Please refer to email reference number ******* or Ticket Number 1323087865.

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:06/19/2025
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.
As of today June 19th, 2025, all of my minutes-texts-and data all show up as 0 in my prepaid cellphone account. This is the second time this has happened to me after calling support several times and still not fully regaining the original amount of minutes-texts-data I had paid for. All I want is for my amounts to go back to being around 20,000min-24,000text-29gigs as displayed in the screenshot attached, like it was before the first time it glitched to 0 on the account.
Business Response
Date: 07/04/2025
Dear ********* ***:

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

Your complaint states that as of June 19, 2025, all of the minutes, texts, and data balance, all show up as zero in your TracFone account. You are requesting for the accounts correct balance reinstated.

We reviewed your account with phone number ending in 7324, and determined that the service is active and provisioned in the system. We can confirm there was zero balance for voice, text and data on 06/22/2025. Our records indicates on 04/01/2025, per ticket No **********, you transferred your phone number ending in 7324, from your old phone with IMEI number ending in 5271 to the current one, with IMEI number ending in 6707, and we can confirm ****** voice units, ****** SMS and ******* MB were successfully transferred from the old phone to the new one.

We apologize for the recent issues that you may have experienced with your TracFone service. We have determined your balance has been deleted due to a system issue; therefore, we have issued the total amount of ****** Minutes to talk, ****** text messages and 29GB for data balance to your Tracfone account with phone number ending in 7324.

We spoke with you on 07/01/2025 via phone number ************; and you were able to confirm the missing balance were successfully added back 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 1323145932.

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: 07/23/2025

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:06/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction on 6/18/2025 Had 2 phones with active TracFone services , customer of 14 years! Phone #1 had 50+ service days remaining plus 5 GB data and $9.77 global calling card balance;Phone #2 had 1GB data balance and $4.01 global calling card balance.Following the guidance of a customer service agent (after a long wait of 18 - 27 mins each and two disconnected calls while on the call), the process of transferring data and global calling card balance from #1 to# 2 was in progress . It was almost 45 mins into the process while the call got disconnected. Neither did the agent call back (although he had reachable numbers) nor was I able to callback immediately due to a long wait time. After 28 mins of requesting a call back an agent tries to help on an issue that was discovered on phone 2 (it became inactive due to / during the process, had used the phone a few minutes ago before ). Phone #2 gets restored after about 2hrs but lost 1GB ********** #1 number porting out was initiated upon agents advice after an hour but balance transfer could not happen due to the system delay with TracFone. When finally my call was going to be transferred to a manger for a refund it gets disconnected again. I was on that call for 2.5 hrs. prior working with 2 others. One agent wrote this in the chat to me: " On the other hand, since the account was already deactivated since the porting process has been completed, then the service could not be transferred any longer. It is somewhat like there is one thing that you need to sacrifice, and that is how our services worked if you're leaving us." These are exact words from the agent.I have been a customer for 14 years and still am using ********************** (phone #2), Asking for a refund of $50 in lieu of 6 GB data (5 + 1) , $9.77 global calling card balance - (already paid for account balances) besides 4 hours on phone and 20 mins on chat working with 5 different agents.
Business Response
Date: 07/08/2025
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 two TracFone *********** decided to port out the number from one of the devices and wanted to transfer its remaining balance to the other phone. While the port-out was successfully completed, the balance transfer was not. With that, you are asking a refund for the unused balance.

Upon review, we found that on 6/18/2025, you requested to have your balance transferred to another TracFone device with phone number ending in 4116 under reference number **********. Right after, your number ending in 9884 was ported out with reference number **********. However, we noticed that the system was unable to update your balance. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

We contacted you via phone at ********** on June 25 and 26, 2025,we discussed the status of your account and we restored your balance per tickets 132-330-8108 and 132-337-7416. It was confirmed that the update was successful. No further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1323308500.

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:06/18/2025
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.
Ever since this morning I have not had a wifi signal to use any of my apps. I went to dollar general to clearance shop items to resell and the app would work. Shopkick wasn't working , so i couldn't check detail's of items rhat had offers. I gave yp snd drive the 20 minutes hime, wasting my Gas and TIME I just accept a mystery shop with Presto shop for a *********** and can Not access the presto app or **** eats. I need to delete the shop on presto so I dont ruin my rating, but i do not have wifi. I have called and sent a text to ******* multiple times today. I just paid $61 June. 17th for unlimited talk, text and wifi. Upon calling the ****** lady said she would send me a code , she Never sent and said if i wouldnt work with them she was hanging up. They never send a code, they don't want to work or do their job ************ usual the Code NEVER arrives, why would today be any different. Its the same old c*** with Trac Fone , take your money and who gives a c*** what kind of service i get. **************** is a JOKE They need fined every-time a customer has to be without access they pay for . That would knock the c*** service off and help customers more efficiently instead the half c*** job performance . Started at 10 an here if us 6 pm and i have the same ??service i want a full refund , like I said, i just paid $61 and been without service all day, cutting into my money i make
Business Response
Date: 07/02/2025
Dear ***** *******:

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

Your complaint states that you paid for your airtime plan but your Wi-Fi is not working.

Upon review, we found that your Straight Talk account with phone number ending in ************************************** the network. It was found that coverage is available in the area and no known outage was reported.

The record shows that you recently redeemed a $55 airtime plan to your phone. Additionally, the usage report of the line indicates that service for calls, text and data is being use. Moreover, we found no recent records of any technical report under your account.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We attempted to reach you multiple times via phone at ************* and email at ******************** on June 19, 22, 23, 24, and *******. However, we were unable to speak with you directly. You responded to our emails, stating that we had not called you exactly at 3:00 PM and requested that we refrain from calling further due to your busy schedule. In response, we provided our contact number so you could reach out at your most convenient time. As of now, we have not received any further communication from you.

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 1322998630.

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: 07/17/2025

Complaint: 23489149

I am rejecting this response because: Last Friday I never had service , thought plan had run out ,but nope. I have shut my phone off over a HUNDRED times because i have only one bar and poor service. I pay top tier ********* service yet receive a shoddy signal all month. Its past old, same story

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 7/17/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you had no service on 7/11/2025 and thought that you ran out of service; however, you still have service at that time. In addition, you have poor service despite rebooting the phone multiple times.

As reviewed, your account had service for the month of July, with a service end date of 7/17/2025. You reactivated the phone on the same day with a $55 service plan,and Usage Records show that service is being used on the date mentioned.

As per our previous response, even 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.

We were able to contact you via phone number ************ on 7/24/2025; however, the call was disconnected. We have also previously sent you an email to ******************** on 7/23/2025, regarding this matter; however, we have not yet received your response.

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: 07/30/2025

Complaint: 23489149

I am rejecting this response because:

--------- Forwarded message ---------
From: ***** ******* <******************************************************************************>
Date: Tue, Jul 29, 2025 at 12:09 PM
Subject: #******** trac fone complaint
To: <************************************************************************************************************>

I had to stop on my way home to upload 2 events to ******** market place because I have a weak signal at home. I had a screen shot from Fetch app, response from PICKL app and another app stating the same. I have to get busy to finish early to go to ****** and use their Wi-Fi to upload more photos for a farm market I do on Wed. Its ridiculous. A lady called from trac fone , she takes two minutes to state its being recorded . Ask if its me. All she said East I turn Bluetooth off. That didnt do a thing & its time to file with a higher *****

Complete nonsense Is Trac Fone that stupid, who would answer my phone to listen to the rambling they have to read and and ask if I am *****. They need fined. I am losing money because I cant use Wi-Fi at home. A phone call from them resolves NOTHING.
***** *******

Sent from my iPhone

--
Your BBB **************** Specialist

Better Business Bureau Serving ***************** and the Caribbean

***********************;
*************************

p: ************
************************************************************************************************************
************************ Start With Trust

Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/30/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your data service issue is still unresolved, and that you needed to connect to a WiFi in order to connect to internet. In addition, customer service was unable to assist you properly.

Please note that actual coverage may vary, and may be impacted by multiple factors that may the signal in the area, despite having coverage.

We reviewed your account with phone number ending in 0083, and our records show that it is active and provisioned in the system. We also confirmed that you have ******* Coverage in the area. Moreover, Usage Records indicate that the phone is working.

We attempted to contact you via phone number ************, and have sent an email to *****************************,on 8/7/2025, to discuss the status of your account and assist you with your service issue. We received your email response requesting to fix the issue with your phone; however, we were unable to reach you via call. We understand your desire to have a reliable service; however, we need to speak with you to conduct further troubleshooting on the device. We will make further attempts to reach you, to assist you regarding 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 contact you in the following days to conduct further troubleshooting. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:06/17/2025
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 balance on my phone of 3.14 GB of data. When I recently refilled my plan (this is a pay-as-you-go plan), the data balance was reset to 60 MB. I contacted them by phone and they won't do anything about it. Please help. Thank you.
Business Response
Date: 07/03/2025
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 had 3.14GB data balance on your PayGo plan that reset to 60mb after you refilled your service.

Upon review, we found that your TracFone account is active with the phone number ending in 4518. Our records show that your most recent refill was made on May 31, 2025, adding a $19.99 airtime plan (60 minutes / 90 days of access).

To further investigate the matter, we reviewed your redemption history and compared it with your usage report. We identified a discrepancy in your recent data balance. We sincerely apologize for any inconvenience this may have caused.

Our investigation revealed that the system failed to update your account with the accumulated minutes due to an isolated system glitch.Please rest assured that we are actively working to correct this issue for you.

We attempted to contact you via phone at ************ and by email at ********************* on June 19, 20, 21, 24, and 26, 2025. However,we were unable to reach you directly and have not received a response to our emails.

That said, our records show that an update was made to your account on June 27, 2025, and an additional *****MB of data was successfully added to your phone.

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 1322991875.

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: 07/24/2025

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:06/16/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rec'd text stating need to add mins to husbands phone. Call'd numerous times, ph #'s, AI stated a pmt was taken for $144 - no one could tell me CC used. 1 rep said he was good thru 1/9/27. AI said a pmt would be taken 1/9/26? His personal on-line account empty (no info). Kept attempting to contact with no real response. My personal info has CC info and will not allow me to remove. When I mention I felt these were bad business ************* was going to contact BBB, she laughed and said go-ahead.
Business Response
Date: 07/02/2025
Dear ****** *****:

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

Your complaint states that you received a message stating that you needed to add minutes. You contacted customer service and was charged $144; however, you were not informed of what card was used. In addition, you were informed that the service is good until 1/9/2027, but then the account shows that you would be charged by 1/9/2026. Moreover, you were unable to remove the credit card information in your account, and you were laughed at when you mentioned that you would report this to BBB.

We reviewed your account with phone number ending in 4657, and determined that you purchased a $144 365-day Unlimited plan with 12 GB of data on 6/27/2025 thru the My Account app.The service end date was extended from 1/9/2027 to 1/9/2028; however, please note that your unlimited plan would expire in 365 days. Therefore, you need to add another plan once the unlimited plan expires, otherwise, use the PayGo plan balance.

We spoke with you on 06/26/2025 via phone number ************, and discussed the status of your account and service concerns. We effectively inactivated the Credit Card on file under your account with phone number ending in 7209. On the other hand,we worked on the phone number ending in 4657 and provided you with the correct service end date, updated the email and reset the My Account password. You checked and confirmed that it is working as expected.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/22/2025

Better Business Bureau:

It was a rough road to hoe, but I think everything was taken care of.

Sincerely,

****** *****
Initial Complaint
Date:06/16/2025
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.
Complaint Description:I purchased an iPhone 13 (128GB - Midnight) from Straight Talk, which was shipped on January 9, 2025 (Tracking #1ZY902R60236341920) and activated successfully with their plan. I also enrolled in auto-pay. straight talk Phone number: ***************** Due to international travel, I was unable to use the service and have since misplaced the *** card. For the last 34 months, I have made multiple attempts to cancel the service via their text support, but I have received no resolution. The *** is inactive, and I cannot receive any messages or use the service.Despite this, my account remains active, and I continue to be charged.I reached out via email to the corporate resolution team but have not received a timely response. I am now requesting immediate cancellation of the account, termination of auto-pay, and a refund of recent charges.
Business Response
Date: 07/02/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/16/2025, regarding BBB Case number ******** complaint.

Your complaint states that you activated your phone in January 2025, and enrolled it in auto-pay. You were unable to use the service due to an international travel,and the service is no longer functional. However, you are still getting charges monthly for the auto-refill.

Please note that Straight Talk customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

We reviewed your account and determined that it is active in our system. We have also confirmed that it is enrolled in the auto-refill, and there are monthly charges via auto-refill with the $35 plan. In addition, we found no service usage in the account.

We spoke with you via phone number ************* on 6/17/2025, and discussed the status of your account and service concerns. However, you failed to validate the account information. To further assist you with this matter, we submitted an escalation,with reference number **********. We received positive updates on the escalation we submitted, and contact you via same phone number on 6/24/2025. We were able to cancel your auto-refill enrollment to avoid future charges, and created a ticket to process your refund request, with reference number 1323252454.

We confirmed that there are chargeback requests for the payments on months with no service usage, except for the month of June. Therefore, we processed refund for the payment made or the month of June. We spoke with you again via same phone number on 6/26/2025, and provided this update. Please allow 3-5 business days for the refund to reflect in your account; however, it may take up to 30 days,depending on your financial institution.

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 doing business with Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:06/15/2025
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.
On 5/20/25, I paid $50.79 to have phone minutes and text messaging service added to my Tracfone. I paid with a credit card (receipt attached) and the minutes and texts were added. However, during a Tracfone technical assistance chat session with an agent on 6/14/25, my balance of these phone minutes and texts (which also included a balance carried forward that increased the balance paid for) was wiped out, and then "readded" by the Tracfone agent. The amount that was "readded" did not sufficiently or correctly replace the entire balance that I had for both phone texts and minutes prior to the chat session with their agent, *********. I attempted on multiple occasions to get this resolved, but Tracfone has refused, saying that they added back what they believed to be correct. I have a paid for receipt of $50.79 that shows this is not correct. I want the $50.79 phone minutes and texts added back to my phone balance, or a full refund.
Customer Answer
Date: 06/16/2025
The reason that I called Tracfone on 6/14/25 was for technical assistance, since I cannot send images from my phone Gallery to an e-mail. I have had this phone for over eight years and there has never been an issue to doing this. The agent, *********, did not know how to assist and opened a ticket, stating it would "be resolved in 24 hours." It has not been resolved. So, not only do I have a much lower phone balance for talk and text than what I've recently paid for, I also cannot use a feature on my phone due to a Tracfone technical error.
Business Response
Date: 07/01/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 15, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your account balance information was wiped out during a technical session with an agent thru chat. The balance was added back; however, it was not the entire amount that your account should have.

We reviewed your account and it shows a current balance of around 741 minutes, 969 units and 1.5 Gb of data. Moreover, a replacement of the lost balance was processed on June 14, 2025, with reference number **********. We also reviewed your *************, and determined that the current balance coincides with the redeemed plan and service usage.

We spoke with you on June 19, 2025 at ************, however you refused any assistance and requested to stop contacting 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 1322814896.

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

Complaint: 23471502

I am rejecting this response because: The "re-added" minutes do not add up to what I originally purchased, and the service end date has also changed several times. I did get a phone call from someone in an overseas call center who had no English speaking ability to the point that the only thing I could understand was that it was a call from Tracfone; I asked several questions and the person refused to respond, literally just remaining silent. At this point, I did say that if games like this were going to be played, then I did not wish to have more calls placed to me.
There is still the original issue of why I called to begin with, which is that I cannot send messages from the images in my Gallery to an e-mail address. It was when I called and asked for technical support that your agents had no idea of what to do, and then wiped out my entire account balance, and then attempted to restore the text and minutes balance with the "re-added" ones, which are still not correct.
So, on several levels, your company has failed because you cannot hire properly trained support staff.

Regards,

*. ******
Customer Answer
Date: 07/12/2025
Please make sure to REMOVE my phone number from the complaint if published online.
Customer Answer
Date: 07/12/2025
The "re-added" minutes do not add up to a value of $50.79 paid, despite what the Merchant claims. I have filed a Rejection response.
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 the minutes added to your account do not add up to the value you paid, amounting $50.79.

In our review, Transaction Records show that you redeemed a TracFone $45 plan on 5/19/2025, with 750 minutes, 1000 texts, and 1.5 GB of data for 90 days. On 6/14/2025, the same plan was added as a replacement, with reference number **********. In addition, you redeemed another plan on 7/9/2025, with 500 minutes of calls. We reviewed your Usage Records and previous account balance, and it coincides with the remaining balance in your account.

We spoke with you via phone number ************ on 7/23/2025, and discussed the matter with your complaint. However, you disagreed with the information provided, expressed your dissatisfaction, and requested not to be contacted again.

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 1322814896.

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

Sincerely,

*******************************
Customer Answer
Date: 07/24/2025

Complaint: 23471502

I am rejecting this response because: I did not say that I did not want to be contacted again. In fact, the call was recorded and I requested to be contacted in writing. I made it perfectly clear that the carryover minutes have not been restored. This business still is confused on this matter and refuses to admit fault. I will not accept their information as fact, when it is not at all accurate.

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 7/24/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not mention not to be contacted again,but to be contacted via writing. Your carry-over minutes has not been restored yet.

Your account is active and provisioned in our system. As per our previous review,the balance in the account aligns with the amount of units added and used in your account.

We have sent you emails to ****************** on July 28, 29, 30, and July *******, to discuss the matter with your complaint. However, we 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 1322814896.

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: 08/06/2025

Complaint: 23471502

I am rejecting this response because: I have received NO e-mail contact that this merchant claims to have sent; furthermore, they continue to misrepresent what I've said during phone calls. I advised them to e-mail me instead of calling because I wanted a record in writing of their contact. I ask that they provide the BBB with the e-mails sent. Once again, this is nothing more than game playing to avoid addressing the issue of why your agent wiped out phone and text message balances (which had nothing to do with my online chat request for help) and then "restored" them with an incorrect amount.

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 August 06, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive the emails we claimed to have sent you. You requested to provide the emails we sent you to BBB. In addition, you stated that we are avoiding the issue regarding the removal of your phones balance information.

Per our records, we have been sending emails since 6/16/2025, to the email address ******************* which is associated in your complaint. We have not received your response from our emails yet.

Per your preference, we have sent you follow-up emails to the same email address on 8/12/2025, 8/13/2025, and 8/14/2025, to further 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 1322814896.

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: 08/14/2025

Complaint: 23471502

I am rejecting this response because: ************ continues to present false statements about e-mails sent. I have received nothing and continue to ask for proof of these that they claim were sent. This business should be reviewed for their questionable practices. I have asked the BBB to involve the Office of the Attorney General in ********

Sincerely,

*. ******
Business Response
Date: 08/22/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received the emails we sent you, and that our statement regarding the emails we have sent were all false.

Per our previous responses, emails were sent to the email address you included in the complaint, which is *****************************,but we received no response as of this writing. If you still have not received any emails, we advise you to review the email address, or contact your email provider for assistance.

Nonetheless, we strive to ensure that your original complaint has been addressed. Per our previous response, your balance information has already been updated.

We spoke with you on 08/22/2025 via phone number ************. We attempted to discuss the matter with your complaint, and to provide further assistance.However, you refused to be assisted and ended the call.

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

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

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: 08/26/2025

Complaint: 23471502

I am rejecting this response because: I have continually asked to be sent the copies of the e-mails that Tracfone claims were sent (and you can copy the BBB as well) because I have never received the e-mails on the dates provided. As to the multiple phone calls, I continue to ask to not be contacted by phone, because your company only seems to employ overseas customer service agents with very limited English speaking skills, and all they do are read scripts and tell me that the issue is resolved. It is not productive and I don't want to be called again. I have asked for all communication to be in writing through e-mail. ************ still refuses to provide proof that you reset the phone minutes and text messages to restore the full value of what I had before one of your untrained agents accessed my account without permission. My original call to customer service had nothing to do with an issue that would have given him any right to invade my minutes and text balances and to wipe them out; his attempt to restore them resulted in a lesser amount than what I began with. ************ refuses to acknowledge this or provide any proof to support your position. I have provided full proof of the balances multiple times here on this BBB complaint.
The bottom line is this: ************ refuses to accept responsibility for this issue and continues to waste my time and play games.

Sincerely,

*. ******
Business Response
Date: 09/03/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/26/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that still have not received the requested copies of the emails we have sent, and expressed your desire not to be contacted via call.

While we are unable to provide screenshots or direct copies of the emails due to internal system limitations and privacy protocols,we can confirm that messages were sent to the email address you provided in your complaint. These communications were sent as part of our standard follow-up process and are logged in our system. We respect your preference to communicate solely through email and will continue to honor that moving forward.

Meanwhile, in regards to your original complaint regarding the missing/erased balance in your account, per our previous response, we have already corrected the account. The system reflects the correct amount of balance your account should have, coinciding with the redeemed plan and service usage.

We further sent you emails to provide the updates to email address ****************** on 8/28/2025,8/29/2025, 8/30/2025, and 9/2/2025; however, we still have not received any response 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 TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 09/05/2025

Complaint: 23471502

I am rejecting this response because: How is it that you are now advising that it's part of your protocol to not forward e-mail messages, when it's the only thing that I've continued to ask for? When your agents do call me, I ask them to cease this because all they do is read a script of how Tracfone is right and I am wrong. This is absolute nonsense that you claim to have sent me e-mails when I know in fact you have not done so. I have responded to EACH AND EVERY ONE OF THE BBB MESSAGES, and it's to the same e-mail address, so you can't make the assertion that I am not checking e-mail messages. Your company does not want to provide the proper compensation and resolution to this matter.

Sincerely,

*. ******
Initial Complaint
Date:06/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, my name is ***** ******* and i have a galaxy a15 5g. I had service through ************ for many many years. A tornado recently hit my jobsite and I had to transition to work from home. As part of that transition I was offered home internet and phone service for the same amount I was paying for just my phone, so I decided to switch. I had service yesterday morning, with multiple days remaining on my policy. I called to transfer my phone number and get a transfer code, which I got. Then I was instructed by my new carrier to take my sim out and put the new sim that they sent me. This action, or my request to transfer my phone numbe i am not sure which, caused my phone to lock. I contacted straighttalk via chat as i currently do not have phone service to call them, and I am being told that i have to buy a new policy with straighttalk to get my phone unlocked!?! Regardless of my prior history of continuous service for over ********************************** not i spoke to straighttalk agents twice during this transfer and this imformation was not conveyed to me that I need service to unlock my phone. An agent told me yesterday that I would have to buy another policy with straighttalk to activate service before I can get my phone unlocked!? Is this true? I cannot believe I was told this after my service was cancelled!? I am simply dumbfounded at how this process has been handled. Can you help me get my phone unlocked? Apparently my number has transferred the new carrier but I can't use it due to my phone being locked.
Business Response
Date: 07/07/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 15, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you transferred to another service provider and needs to have your phone unlocked to have a phone service.

Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

Upon review, we found that Straight Talk account has been deactivated on June 14, 2025, due to your port out request under reference number **********. Additionally, the record shows that your phone is newly activated on 5/07/2025; therefore, making it ineligible for phone unlocking as stipulated in our Unlocking Policy.

We attempted to reach you by phone at ************ and via email at ************************ but were unable to speak with you directly.However, we appreciate your responsiveness through email.

We exchanged messages on June 16, 17, 18, 20, and 28, ******* previously mentioned, your phone with the **** ending in 2978 has not yet met the required 60 days after paid Activation and 60 days of paid active service. Because of this, the system is currently unable to process your unlocking request.

To proceed, we recommend re-activating the phone and completing the necessary eligibility requirements. Please note that reactivating the device will not affect the number youve already transferred to your new service provider. A temporary number will be assigned during the reactivation process.

Once your phone is successfully unlocked, you can insert your new providers SIM card and begin using their service without any issues.

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 1322821429.

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: 07/16/2025

Complaint: 23471166

I am rejecting this response because: straighttalk has been in touch with me. They tell me that if I reactivate service with them they will unlock my phone. However, when I go to their website to activate it asks if I would like to use my own phone number or activate a new number? I asked straighttalk which option i am supposed to choose? They tell me to choose the 'new' option, however when I choose that it says I can't activate the phone because the phone is attached to my old number? I have asked them how to proceed and have been waiting on a response?

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 7/17/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you have been in contact with customer service in reactivating your phone to be eligible for unlocking; however, it has not been activated yet, and you are waiting for further instructions.

Our records show that your account has not been activated yet. You may activate the account with a new phone number since it does not have any number associated in it yet.

We attempted to contact you via phone number ************, and have sent emails to ********************************,on 7/21/2025, and 7/23/2025, to assist you with this matter. However, we were unable to reach you, and have not yet received your reply 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 *********************

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