Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

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:06/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with TracFone since 2015 and the iPhone that I purchased on 10-12-2023 was my third phone. There were no deals on the phones, I paid the full listed price from Tracfone. I also have always bought the 365 day plans which keeps your phone active for the full year(unless you have used all your minutes) and my service end date is 11/29/2027.TracFone is refusing to unlock my phone. The first ***** said that I cannot unlock the phone since I didn't buy it from tracFone. The next ***** said they see no activity on my iPhone account and want me to pay for 60 days of activation and 60 days of use. The next ***** said that all iPhones are BYODevice and can never be locked. For 2 days I tried to rectify the situation and I was on hold for hours and transferred repeatedly; it was an emotionally traumatic experience. Their records do not show that I have any transactions and I just purchased a second iPhone on 5-25-25 which I then returned since I found out about their shady unlocking policy and their disappearing account information. I want my first iPhone unlocked and I want the money that it cost me to return the second iPhone($9) . I was given email ticket # *********** and was told to expect a prepaid label-another false representation. I also want the $25 back for the 2000 rewards points identified as a discount on my order which also states "no rewards used" ************ should be investigated for its unscrupulous business activity

  Customer Answer

  Date: 06/18/2025

  I received a voice mail from ***** at tracfone from ************* onJune
  16 at 2:36 PM. The message was in reference to my complaint to BBB and I
  was asked to call ****************************. I made that call at
  1:30 PM June 17 and was put on hold and they
  never picked up

  Customer Answer

  Date: 06/18/2025

  I received a call from a different person at tracfone today at 2:36 PM and they are maintaining that I need to pay for 60days of active service on this iphone that I am using now..Paid active service means the phone needs to be actively used with a tracfone service plan for a minimum of 60 consecutive days from the activation date and you must maintain paid service during that time. They are stipulating that I need to pay for 60 days of active service on the phone I am using now and are stating that the paid active service that expires on 11/29/2027 does not pertain to the phone in question. They are going against both *******'s unlocking policy and the *** unlocking policy and they don't seem yo understand the concept. I was to get a phone call this evening to set up a time to further discuss the issue but I never received a pghone call nor an email.They are not abiding by the rules  set before them, they are relying on me for all documentation stating that their system can't find that I ordered the phone from tracfone. This is a *****-go-round and it's wasting my time and disrupting my days. Can't something be done other then having them harasss me with the same questions day after day after day.......
  
  My phone number is ************ and I really would like to speak to someone that has authority over this.
  

  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 14, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you reached out TracFone customer support to have your iPhone unlocked but they provided you with differing information and failed to process your request. In addition, you are requesting a $25 refund for the ****************************** your order, as well as refund amounting $9 for the shipping cost in returning the phone you ordered.
  
  Please be advised that TracFone Rewards Program Terms of Use indicate that Points have no cash value and may not be redeemed for cash. In addition, Return Policy indicates that you must pay for the shipping cost in returning the phone back to us. Your credit for a returned phone will not include any shipping or delivery costs you were charged or incurred for purchasing or returning the phone.
  
  On the other hand, our Unlocking Policy states that for cellphones Activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. 
  
  We reviewed your TracFone Wireless account with an associated iPhone SE with IMEI (serial number) ending in 8022, which was activated on 10/14/2023 after you transferred your phone number from another device per reference ticket No. **********. Our records indicate that your account does not have the required minimum 60 days of active paid service based on your payment records. Note that a service plan must be redeemed to the specific phone in order to be counted as paid redemption. As reviewed, your phone was activated by transferring your active phone number from another phone. Therefore, your device does not meet the eligibility criteria for unlocking as outlined in our policy. Once the account reflects the required 60 days of active paid service, and the device meets the other conditions, you can resubmit the unlocking request.
  
  On the other hand, we confirmed you used 2000 reward points on 05/25/2025 aiming to redeem a $25 promo coupon to purchase the iPhone SE 3rd Gen ******* you returned. We determined that the aforementioned points were not reinstated after the device was returned back at our fulfillment facility. As courtesy, we manually reinstated 2000 points on your account on 06/26/2025 referenced by ticket No.1323318921.
  
  We spoke with you over the phone at ************ on 06/26/2025, and discussed the aforementioned. You acknowledged this update and did not request further assistance.
  
  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

   
  Complaint: ********
  
  I am rejecting this response because: 

  -------- Forwarded message ---------
  From: ***** ***** <**************************************************************************************>
  Date: Mon, Jul 21, 2025 at 1:27 PM
  Subject: Fw: Tracfone's response to BBB Complaint # ******** (KMM17357232V93591L0KM)
  To: Better Business Bureau <************************************************************************************************************>
  

  
  
  

  
  

  I received back the reward points used but my iphone is still locked and the refund of $9.00 for returning the phone was never received.

  
  

  
  

  ***** L. *****

  
  
  Sincerely,
  
  ***** *****

  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 7/22/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you received the rewards points; however, your iPhone is still locked, and you did not receive the $9 refund for returning the phone.
  
  Please be advised that TracFone Terms and Conditions indicate that to process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to **. Your credit for a returned phone will not include any shipping or delivery costs you were charged or incurred for purchasing or returning the phone.
  
  On the other hand, per our previous response, your phone with IMEI # ending in 8022 is not eligible for unlocking, due to lacking number of paid days. As indicated in the Unlocking policy, you must redeem the airtime plan to the specific phone to count as paid days. The device needs to have at least 60 days of paid active service to be eligible for unlocking.
  
  We spoke with you via phone number ************ on 7/30/2025, and discussed the aforementioned. We advised to add/redeem the minimum required airtime to the phone, in order to be eligible for unlocking; however, you disagreed 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 1322799773.
  
  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:06/13/2025

  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.

  Ive been on hold for 2 hours and 34 minutes as of right now trying to get a TRANSFER PIN AND TO HAVE THE NUMBER PROTECTION PORT REMOVED.There is NO REASON THAT SOMEONE SHOULD BE ON HOLD FOR 2 1/2 hours!!IM STILL ON HOLD AS I WRITE THIS.I checked for an email address online and theres 2 listed as follows:**************************************** ************************************ AND NEITHER EMAIL WORKS!!They are the WORST COMPANY OUT THERE!!I WANT THIS TAKEN CARE OF ASAP WE ARE NOW AT 2 hours and 45 minutes!!****** *********

  Business Response

  Date: 06/30/2025

  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 have been attempting to obtain your Number Transfer PIN and remove the Port Out Protection on your account, but to no avail.
  
  As per Straight Talk Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account.Without all the necessary information, we cannot proceed with the port-out request.
  
  A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.
  
  Upon review, we found that you were already able to port out your number on 6/16/2025, under the reference number **********. The Straight Talk account has been inactive since then.
  
  We attempted to contact you via phone number ************ and email ***************************** on 06/16/2025, 06/17/2025, 06/22/2025,06/23/2025 and 06/25/2025, but we were unable to reach you. You have not responded to our emails as well.
  
  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 1322799234. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 3, 2025, I attempted to transfer my *************** from my old iPhone 11 to my new iPhone 16. In the process, Tracfone completely wiped out my prepaid cellular card plan that was not set to expire until 11/1/2025. I had unlimited texts, talk and 48 GB data at the time of purchase a year earlier-it was a one year service prepaid plan. I paid $195.11 with tax included on October 30, 2024 for Unl Talk/Text, 48GB Data/HS Capable 365-Days for this plan.I made several attempts to have all the information transferred to my new phone. In the process, one of the customer service **** told me it was an iPhone problem and to take it to an iPhone store. I purchased a one month card for $15 that had 500 talk, 500 text, 500 data to prove that Tracfone was the problem, not my phone. It took several more days and many hours of my time to get my prepaid card Unl Talk/Text, but they never restored my data. I had 150 days left on my plan including about 28 GB of data left from the original 48 when I purchased the plan. **************** **** needed to get permission and said that all they can give me is 10 GB. I called back on June 5th and another customer *** and said she could get me an additional 10 and to call back in 3 days to status. I checked my account and could see nothing had been added. I have tried several more times and was told that since the transaction was last week its too late to do anything about it. If possible, Id like a full refund for what I paid for the prepaid plan, $195.11, as my service has been interrupted and several hours of my time have been wasted trying to resolve these issues with no satisfaction.

  Business Response

  Date: 06/30/2025

  Dear ******* ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 14, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that TracFone erased your balance information after you transferred your phone number to a new device. In addition, you contacted customer service to retrieve the missing balance; however, you were not assisted accordingly. With this, you are requesting a refund for the service plan you purchased.
  
  Upon review, we confirmed that your account is active and well provisioned with the TracFone $192 Unlimited Talk and Text, 48 GB of Data Plan for 365 Days with renewal date of service on 12/01/2025. Our records indicate that your data balance is set separately at 10 GB for a Pay-As-You-Plan (PayGo) plan and 7.8 GB for your Unlimited Plan, and the usage records reflect that you had not used all the 48 GB included in your plan.
  
  In our efforts to provide you with a solution, we issued 40 GB to your unlimited balance as courtesy, per ticket No. ********** on 06/17/2025 with total unlimited plan data balance of 47.8 GB.
  
  We spoke with you via phone number ************ on 06/17/2025 to inform you that your accounts balance has been *********** addition, your refund request could not be processed, since service plans have no monetary value, and are non-refundable. You acknowledged the update and did not request further assistance.
  
  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 *********************

• Initial Complaint

  Date:06/13/2025

  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.

  After being a tracfone customer for many years I had accumulated well over 9000 texts and over 36 GB of data. I have contacted customer service and after being transferred, hung up on, and agents interrupting and talking over me, my issue was not resolved. The agents all had different reasons for denying my claims. All of those reasons can't be true and accurate at the same time. It seems that whatever they claim I just have to accept with no recourse. I had been relatively happy with tracfone's service until it was bought by ******* at which time the issues started to appear. I realize that I'm just one customer but also realize that if I'm having this experience then many others are probably having similar problems. I will never recommend tracfone to anyone including any enemies.

  Business Response

  Date: 06/30/2025

  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 over the years, you have accumulated 9000 texts and 36 GB of data; however, your balance was removed and the required assistance has not been provided.
  
  Upon review, the balance information of your account reflects the accumulated 9000 text units available in your PAYGO (Pay As You Go) plan. However,only ****** MB was left for your data balance. As we checked further, we found that on 5/18/2025, a $192 (unlimited talk and text with 48 GB of data for 365 days) airtime plan was added to your phone, and another $15 (unlimited talk and text 1 GB) airtime plan was added on 05/25/2025.
  
  
  Upon review, we confirmed that your service was refilled on May 18, 2024, with the $192 Unlimited Talk and Text plan, which includes 48 GB of data / 365 service days. Additionally, your line was refilled again on May 25, 2025, with the $15 Unlimited Talk and Text plan, which includes 1 GB of data. As of our latest check, ****** MB of data remains available in your current plan balance.
  
  To resolve your concern, our investigation team compared your actual usage with the expected accumulated data balance. It was confirmed that you had not used up your full data allocation. As a result, a replacement plan was applied to your account to correct the issue. This action is documented under the following reference numbers: **********, **********, and 1323199683.
  
  We spoke with you on June 16 and June 23, 2025, via phone at ************** to discuss the incorrect balance information on your account. We sincerely apologize for any inconvenience this may have caused and appreciate your patience. Please be assured that we are committed to preventing similar issues in the future. During our conversation, we informed you of the updates we performed, and you confirmed that the balance information on your account has been successfully corrected.
  
  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 1322791008. 
  
  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:06/13/2025

  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 or about 5-5-25 i contacted tracfone about a problem with my zte phone they provided me several years ago. they informed me they would give me another phone free when i sent my old phone in. on 5-7-25 i got an email from tracfone with return instructions. i took thhe phone to *** 5-8-25 to be sent back. i got a notice the phone was received 5-12-25. i was told that this would take 5-7 days for the complete turn around. after 10 days i emailed and got no answer. after 12 days i got on their website and chatted with a 'bot' first then a human. i was instructed to call customer service. after 14 days , 20 days, ************************************* all 3 call i got the same story: we forgot to update your account. the phone will ship out tomorrow. it will be there in 3-5 days" after waiting over a month for my phone i am out of ideas. i have no phone new or otherwise. tracfone will not send my old phone back. i am a senior citizen and use my phone for medical reasons. i already have missed 1 doctors appt. because of this. is there anything you can do?

  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 13, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have sent your defective phone back to get a replacement; however, you still have not received a replacement phone despite contacting customer service for assistance, and it has been over the provided timeframe.
  
  We reviewed the replacement phone ticket # ********** and determined that it was created on 5/2/2025 due to reported screen issues.Our warehouse confirmed receipt of the defective phone on 5/15/2025; however, a replacement phone has not been shipped. An in-depth review shows that the shipment was delayed because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you. As per ticket notes,you were contacted on 6/7/2025 regarding this matter, and agreed to receive a comparable phone instead. Therefore, we updated the ticket to send you a comparable phone.
  
  AS of 6/18/2025, we confirmed that the replacement phone was delivered, and that your phone number ending in 5573 was successfully transferred to the new phone.Usage Records also show that the phone is working and is being used.
  
  We spoke with you via phone number ************ on 6/19/2025 regarding the status of your account and replacement phone request. You confirmed that you successfully activated the replacement phone. You also requested compensation due to having to wait for the replacement phone,and a refund for the new phone you had to purchase while waiting for the replacement phone. As courtesy, we extended your service for another 30 days,with reference number **********. However, we could not process refund for the phone you purchased. Please note that as per Terms and Conditions, phone purchased from a retailer store is subject to the stores return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. Tracfone will not process the return of any Tracfone phone sold to you by a retailer or wireless dealer.
  
  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 *********************

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,This is Darrak and I placed an order with tracfone on the 27th of May 2025 through online chat but the agent who helped me placed my order didn't add the apartment number for the shipping address even tho i told him to, so *** never delivered my package and sent it back to tracfone.I used a coupon using my ***** tracfone rewards points. I spoke to tracfone to reverse my points but they have no clue and they're not even helpful.I just want those points back so i could order ******** phone no is **********.Order no is 9886-N702F2O02C Tracking no is 1ZY902R60239600760 Regards Darrak Din

  Business Response

  Date: 06/30/2025

  Dear Darrak Din:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB case number ******** complaint.
  
  Your complaint states that your order was returned to TracFone due to incomplete address details. As you used ****** rewards points to place the order, you are requesting that these points be reinstated to your account.
  
  Upon review, we have confirmed that your order was placed on May 27, 2025, under order number 9886-N702F2O02C. According to *** tracking number 1ZY902R60239600760, the package was returned to the sender due to an incomplete address; specifically, the apartment number was either missing or incorrect.
  
  Our records show that you redeemed ****** loyalty rewards points to complete this order on May 27, 2025. To assist you, we submitted an escalation request to reinstate your points under reference number **********.Were pleased to inform you that the points were successfully credited back to your account on June 13, 2025.
  
  We also made several attempts to contact you via phone at ************ and email at ******************** on June 13, 18, 19, 20, and 23, 2025,but unfortunately, we were unable to reach you or receive any recent response.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1322613395. 
  
  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:06/11/2025

  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 purchased a track phone I paid the complete phone.There is no bill and track phone.Has my phone locked?Why can't I change My Carrier, I started with track phone 4 months ago.I've had Purchase 3 phones.I don't understand why they have the right to have my phone locked when the law says the phone can only be locked if you're making payments until the phone belongs to you this phone is paid for in full

  Business Response

  Date: 06/30/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response refers to your correspondence dated June 12, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you are requesting to have your TracFone device unlocked, so that you can use it with another carrier.
  
  TracFone 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.
  
  We attempted to locate your account by utilizing our tools using your name, number, address and email address available in the complaint.However, we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number, device IMEI number and email address associated to the account. Hence,to address the matter we need to speak with you directly for assistance.
  
  We attempted to reach you multiple times by phone at ************ and by email at ******************* on June 12, 16, 17, 18, and 23, 2025, but were unsuccessful. As of now, we have not received any response 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 1322543021. 
  
  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:06/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 21, 2025 I orders 2 ******** 5g Power phones from you for $179.34 each The order ID #s were *************** and 4324-NOTTO2TRRT Paid for with Discover card.I received them on April ******* The phone that will not work is IMEI # *** 338 311 104 452 The 2nd one was stuck on the start cycle and would not start or charge. I called and we went thru many steps and the agreed to replace it. The lady told me I would have a return label within 24 hours. By Friday there was nothing, so I called again, getting transferred to a manager .. I was told that it would be next Wednesday the 30th and to call back then.On the 30th manager said it would be another ******* May 7th they transfer me to a man who assures me that he will fix the matter before he hangs up. The problem is they cant replace that phone because they dont have it in the warehouse. So he transfers me to another refund office. The lady is so sorry and says I will send a return label within 24 hours for your refund. May 9th I call, get connected to cooperate to ****. He is going to have a physical airbill sent to me. Which I should get by Wed the 14th of May. May 16th, 7 I call again. Now I am supposed to get a refund in 3 to 4 days. Sure. New ticket number **********. On May 20th, they emailed a label, and *** wouldn't accept it, not a real label . May 30th They emailed me a 2nd label which looked legit. *** took it and it made it to ********* but they couldnt deliver it as address it incomplete. So they are returning it to **** have spent hours on the phone trying to get this settled. Disputed it thru Discover. They are still investigating. I just want to return their broken phone, get a refund. That is all.

  Customer Answer

  Date: 06/13/2025

  I did receive a call from Tracfone this morning.  And today *** returned the phone to me with the label partially torn off.   Sent the following to Tracfone with these pictures.  This is the picture of the package I received back from me to Tracfone, with the Tracfone label.  It appears part of it was torn off.  I had tape all over that package.  It is a good thing I had a return label on it.  Can you send me a new label to try the return again?

  Business Response

  Date: 06/30/2025

  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 one of the phones you ordered on April 21, 2025, turns out to be a defective phone. You tried to have it replace but you had issues with the return prepaid label received. Therefore, you now want to return the phone for refund.
  
  Upon review, we were able to confirm that your order with order number 4324-N0TTO2TRRT was placed on April 21, 2025. The order was for a ******** phone that cost $179.34 with merchant reference number B2C2025042157913497. As per *** tracking number 1ZY902R60138831498, the order was delivered to your address on April 23, 2025. The same day, we received a report that the phone will not power on and a replacement device was requested per service ticket **********. However, we noticed that a different phone type was generated by the system as a replacement and it was not available in our inventory. We also checked if your ******** phone is available; unfortunately,it is not. On 5/30/2025, a prepaid return label was requested; per *** tracking number 1Z85W81F0277051430, you received your physical prepaid label on June *******, and *** return tracking number 1Z6980XX9072069397 shows that we have your phone on June 25, 2025.
  
  We spoke with you on June 13, 18, 20 and 25, 2025 via phone at ************ and discuss the status of your refund request. During the call,we agreed to complete the return of the defective phone, so that we can process your refund. To aid with the refund request, an escalation was submitted under reference number **********. Please know that the refund has been initiated as of June 30, 2025, amounting to $179.34. Refund Confirmation ID ********************* credit posting will usually occur within 3-5 business days and you may contact your financial institution for the verification of this posting.
  
  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 1322609659. 
  
  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: 07/11/2025

   
  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:06/11/2025

  Type:Customer Service 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.

  What do I need to do to get in touch with someone to unlock my account? Been calling customer support for 2 days now and have talked to 7 people. It is day 3 and I'm on hold while typing this

  Business Response

  Date: 06/27/2025

  Dear ***** *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 11, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you are requesting assistance to have your account unlocked.
  
  Upon review, we found that your Straight Talk account is active and the service is currently being used. Records show that on June *******, a report was submitted regarding issues accessing your My Account, under reference number **********. You noted that each time you attempt to log in, a system error appears stating that the account is locked. Our initial investigation indicates that your account is properly set up and should not be experiencing any access issues. To better assist you and resolve this matter,we recommend speaking with you directly.
  
  We attempted to contact you multiple times via phone at ************ and ************. Additionally, emails were sent to *************************** on June 12, 16, 17, and 22, 2025. However, we have been unable to reach you by phone, and no responses have been received to our emails.
  
  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 1322533967. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/10/2025

  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.

  Ordered new ******* a36 phone phone was defective still under warranty.Returned phone was told would get same phone sent as replacement. After several phone calls and hours on phone was sent a cheaper older *****. Said they couldnt send new ******* or refund. Cant talk to anyone who will resolve this. They told me several times would send new *******. Very very frustrating customer service is useless!!

  Business Response

  Date: 06/27/2025

  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 the new ******* A36 phone you ordered was defective but still under warranty. You requested a replacement and were assured that the same device would be provided. However, you received a ***** phone instead. You are now requesting that this issue be corrected by either receiving the correct replacement device or being issued a refund.
  
  Upon review, we found that your order number ********* was placed on April 24, 2025, for a ******* A36 5G device. The total cost of the purchase was $302.74, under merchant reference number B2C2025042458005477. According to *** tracking number 1ZY902R60238911855, the order was successfully delivered to your address on April 29, 2025.
  
  Records show that on April 30, 2025, the ******* A36 device was reported as locked, and all troubleshooting efforts to unlock it were unsuccessful. As a result, a replacement request was initiated under reference number **********. However, no replacement device has been shipped for this request to date.
  
  On the same day, April 30, 2025, you transferred your number to another phone, a ***** device under reference number 1319623300.Subsequently, on May 20, 2025, another replacement request was created for the ***** phone, with reference number **********. According to *** tracking number 1ZY870930200428024, a ***** phone was shipped to your address in connection with this request.
  
  We spoke with you on June 11 and 12, 2025, via phone at ************, during which you stated that you were no longer interested in receiving a replacement ******* device and instead requested a refund. To process your request, an escalation was submitted under ticket number **********. The refund of $302.74 was successfully processed on June 16, 2025, with refund confirmation number 89458124NBP3G11X. A follow-up call was made on the same day to inform you of the refund. You were advised that credit posting typically occurs within 35 business days, and you may contact your financial institution to verify the posting.
  
  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 1322502477. 
  
  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