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

  PO Box 220009 Portland, OR 97269-0009

• 

  Straight Talk Cellular

  1351 Veterans Parkway Clarksville, IN 47129

• 

  TracFone Wireless, Inc.

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

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:09/12/2023

  Type:Order 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.

  Details are in the attached letter sent 8/23/23. The new cell phone was returned via **** at my *********/31/23 and received by Tracfone 9/5/23 @ 9:59 am, tracking # **** **** **** **** **** 57 - after not receiving ANY response from the letter of 8/23/23. As of 9/12/23 there still has been NO response of ANY kind from Tracfone.

  Business Response

  Date: 10/02/2023

  Dear *************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 14, 2023, regarding BBB Case number ******** complaint.  
  
  Mr. ******* complaint states that he already sent the phone back to our end and that he is waiting for the refund.
  
  Upon further review, no account was being pull up. No information for both a phone number and an IMEI. With this, the new device was never activated. A return tracking number was provided, and it shows that we have receive the phone that the customer return. With this there will be three to five business days and a maximum of two billing cycle days or depends on the issuing bank of the credit card used, for the customer to receive the refund.
  
  We spoke with **************** on September 21, 2023, and on that conversation with one of our representatives, he was advice to wait for the refund that will send to his bank institution. He agrees to wait.
  
   If Mr. ******* should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to Ticket Number 1283837862.
  
  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: 10/09/2023

  Ref.BBB # ******** response 10/2/2023.
  TracFone's rather ambiguous reply of "three to five business days and a maximum of two billing cycle days (?)" to issue the refund is good if/when it is actually done. Five business days comprised of 10/2 10/6 expired 10/7. My account was paid in full for two years 6/16/2022 so I have no idea what two billing cycle daysrefers to. There has been no refund seen as of 10/9 /2023.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: ********
  
  Ref. BBB # ******** response 10/2/2023.
  TracFone's rather ambiguous reply of "three to five business days and a maximum of two billing cycle days (?)" to issue the refund is good if/when it is actually done. Five business days comprised of 10/2 10/6 expired 10/7. My account was paid in full for two years 6/16/2022 so I have no idea what two billing cycle days refers to. There has been no refund seen as of 10/9 /2023.

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

  Business Response

  Date: 10/17/2023

  
  Dear *************************,
  
  We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone to the phone number ending in **** and left a voicemail message. 
  
  We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
  
  What is a good contact phone number where you can be reached? You may also reach me directly via email at *************************.
  
  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
  
   
  Thank you for choosing Tracfone Wireless.
   
  
  Sincerely,
  
  
  *************************
  Tracfone Wireless, Inc.
  *************************

  Business Response

  Date: 10/18/2023

  
  Dear *************************,
  
  On October 17, 2023, we issued a credit for $240.56 concerning for the return of order number 109668937.
  Please allow 3 to 5 business days to receive your credit to your account.
  All the above information has been provided so we will consider this a final response.
  
   
  Thank you for choosing Tracfone Wireless.
   
  
  Sincerely,
  
  
  *************************
  Tracfone Wireless, Inc.
  *************************

  Customer Answer

  Date: 10/18/2023

  A refund has been issued and credited to my c/c account.  Thank you BBB for getting this kick started and done!!!

  Customer Answer

  Date: 10/18/2023

   
  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.  A refund has been issued and credited to my c/c account.  Thank you BBB for getting this kick started and done!!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2023

  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 paid for unlimited talk and text for 5 months along with insurance for a replacement phone with those monthly payments. I expect the replacement flip phone to be sent along with the five months of unlimited talk and text to be added. It's not my fault that someone in the warehouse was incompetent enough to discontinue my phone number instead of complying and sending the replacement phone. "Escalation" by corporate has yet to resolve the issue. I gave them time to resolve this but they did not take me seriously. Ticket number ********** Claim started June 2023 Locked phone shipped August 22, 2023, and delivered August 24, 2023. Warehouse staff did an unauthorized close on my account ***********) on August 29, 2023, phone number on August 30, 2023. Attached is documentation to show everything that has occurred, including them attempting to associate the phone number with a postpay account instead of the prepaid account it was initially set up as when I purchased the phone at ******** There's also an attachment of a picture of the **** number for the phone in question which has already been verified numerous times as having been received by the warehouse. I spoke with *** on September first, then ******* on September 7th who guaranteed that a phone would arrive by September 15th and that I would have a tracking number on September 11th, and most recently ******** who has no idea what she's doing.

  Customer Answer

  Date: 09/15/2023

  On 9/7/2023, I contacted TracFone in regards to ticket number ********** that I was given by *** of their corporate office to find out the status of the new phone and spoke with *******, who informed me that no phone was being sent from the warehouse but she would fix it. She stated to call back on 9/11/2023 to obtain the new tracking number and that the new phone was guaranteed to be delivered by Friday 9/15/2023. Called on 09/12/2023 to get the tracking number and spoke with *******, who seemed very unsure about what she was doing then she disconnected the call and closed the ticket. I called back the same day and spoke with **** who informed me that the ticket was closed and reset a new ticket number **********. ****, I did send out the replacement phone and it was received Friday, 9/15/2023. ***, *******, and **** guarantee that not only would I be able to retain the original phone number, but the five months that I was charged for services that I did not receive would be credited to this account. After agents disconnected four calls under the guise of researching the ticket, I finally spoke with *****. ***** informed me that the only way to retain my number is if I paid for services again and that I was just at a loss for the 5 months. Unfortunately, since this phone is the way my child can contact me if there's some kind of delay that prevents her from getting home at the end of the school day, I had no choice but to pay for reconnection to retain the phone number. I'm happy that I got a replacement phone, but I want the $85.20 either credited to my account for the services not rendered or completely refunded.

  Business Response

  Date: 09/25/2023

  Dear ***************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2023, regarding BBB Case number ******** complaint.  
   
  *************** complaint states that, she returned the defective phone in our warehouse. However, and receive the replacement phone for too long. She called to our customer service many times to follow up the replacement phone. However, the issue is still unresolved. And she also demanded a replacement of service plan.
   
  As per investigation, *************** device, *************** was lock last June 22, 2023. On June 23, 2023, an out of warranty ticket was created for phone replacement (ticket number **********), and *************** receive the air bill last June 27, 2023. With tracking number (1Z85W81F0264204049). She sends the defective device last August 22, 2023with the retuned tracking number (1Z6980XX9058958337). Based on the return tracking number, that she provided we received the defective device last August 24, 2023. But based on ****** general we receive the device last August 29, 2023. *************** receives her replacement phone last, September 15, 2023. And now she wanted to be reimbursed of the minutes she failed to use, since the device appears to be active due to auto refill. We called BAFM to check if there is usage from June 23, 2022, up until September 14, 2023. They confirmed that the last usage of the phone was on June 22, 2023.Threfore, she is eligible for 60 days replacement of service.
   
   
  We spoke with *************** today, September 23, 2023, 4:21 PM EST at **********. We reimburse her service plan through extending her service end date for 60 days. We didnt process AWOP or Workforce Pin. Since, the service plan that needs to be reimburse and the current plan that she have right now were the same. 
   
  If **************, should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
   
  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:09/12/2023

  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 I have done business with Tracfone for over 20 years. This is the first time I have had a problem. I had an accumulation of over **** minutes. I had to renew my plan on August 21 2023. I went through the process, and confirmed this by checking my bank balance. On Sept 1 I tried to call my sister-the call went to some other com[any.I called Tracfone and the transaction did not go through. ALSO I checked my balance THE **** plus minutes I had accumulated had disappeared. They were good enough to honor the trans action but could not give me a reason what happened to my minutes. I have called them several times and have written a letter. I called on tracfone using minutes and kept getting the run around. I have had them hang up on me and a chat dismissed.I feel robbed and that they are scamming me out ot my minutes. Please check with them, find out where my minutes went too. I am sure the keep a log of my account and could access this account. The phone number for this account is ************.I wrote a letter over a week ago and have not gotten a reply.I feel robbed. I want answers and my minutes back.Thank you, ********************* If you need to talk to me call my land line ***********. I only have a few minutes on my tracfone cell phone

  Business Response

  Date: 09/18/2023

  Dear *******************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2023, regarding BBB Case number ******** complaint.
  ************** complaint states that she lost over **** minutes on her account and when she called her sister it routed to some other company.
  ************** was contacted on September 16, 2023, at 11:31 AM EST via phone number **********. As per conversation, we informed ************** that we have verified, there is no minute lost on her account. Furthermore, we checked the minutes usage from 08/18/2023-09/14/2023 and our record shows that there are over 500 minutes in used. Her last redemption was on 09/03/2023 with only 90 minutes.
   
  Additionally, missing minutes and or data usually occurs due to failed activations or phone upgrades, reactivation after 60 days, reactivation with a new SIM CARD and system errors.
   
  Aside from that, we have also informed her to thoroughly check the phone number of her sister and verify with her if that is the correct phone number she dialed because it might be that she dialed a wrong phone number which resulted to call a different party.
   
  If ************** should still require assistance, he 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 1283784206.

  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless and have a great day.
   
  Sincerely,
   
   
  Executive Resolution Department

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a Tracfone with a replacement warranty if the phone was damaged. This phone was damaged and I called Tracfone to verify that the phone was still under the replacement warranty. Tracfone over the phone stated that the phone I purchased was in fact still under warranty. Tracfone sent me a shipping label to send the phone back and ticket number was used provided by tracfone tech support. Ticket number: **********. Cell phone number associated with this phone is ************. I have waited four weeks and have verified over the phone that this phone has made it to the Tracfone warehouse. **** tracking number: *****************. A week ago I called Tracfone to see if they were going to send a replacement phone. I was told that tracfone would send a replacement without needing to call by tracfone support at the time the ticket was created. Tracfone will transfer me from tier 1 support to what I was told is the tracfone warehouse and also tracfone corporate support. When I give the ticket number to the support over the phone they hang up on me. This has happened eight times. We can and have verified (via codes sent to us from tech support that we are the owners of this phone. They call this authentication. I believe this is a dishonest business dealing. One tech support person provided a possible reason the warehouse has not sent a replacement is because tracfone does not have any in stock to replace the phone we purchased less than a year ago.

  Business Response

  Date: 09/22/2023

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you have not received your replacement phone and you already returned the old phone to us.
  
  Tracfone Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website.  Your account has been reviewed and a replacement request was issued for your damaged phone on 08/14/2023 per Service Ticket No. **********. Our warehouse records indicate that we received your damage phone on 08/18/2023.
  
  Upon reviewing your account our records indicate that the replacement phone requested was out of stock. We apologize for any inconvenience this update may have caused to you, and we have updated your Service Ticket No. **********on 09/13/2023.
  
  The phone was successfully shipped out with the tracking No. 1Z7X28F00241774610 from **** and delivered to your address to **********, **, on 09/18/2023.  The new phone has been activated on 09/19/2023, and usage records show the service is being used.
  
  We have contacted you on 09/21/2023 to the phone number **********; and you were able to confirm that you received the new replacement phone; and you also stated that all the features on the phone are working properly.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 

  
  Please refer to email reference number ******* or Ticket Number 1283756983.  Based upon the foregoing, we will close this matter unless we hear from you.  

  Thank you for choosing Tracfone Wireless.
  

  Sincerely,
  
  
  Tracfone Wireless Inc

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tracfone has a spin the wheel game on its website to earn points for time/data/text.I played the game almost two weeks ago and won **** points usually after 48 hours they show ** in pending points. So I checked 3 days later and the points were not there I contacted TF and was told to give it 24 more hours waited and still no points. Contacted three more customer service representatives was told they were having issues and my points would be available in 24 hours . Again nothing. The last rep I talked to said they have no way of giving me the points I won even though I took a screenshot of the wheel when I won the **** points because they have screwed me over before and I didnt have proof now I do. I would like my points that I won or remove the games forever if they dont intend to payout.

  Business Response

  Date: 09/27/2023

  
  
  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/12/23, regarding BBB case number ******** complaint.
  
  Your complaint states that you played the game online to spin the wheel and you won **** points; however, the website reloaded, and you did not receive the points on your account. Now, you want the points that you won to be added to your account.
  
  In reviewing your account, we found that the points were not added due to an error with the website; therefore, we needed to do some research to determine the eligibility to add the points.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ****************** on 09/18/2023, 09/19/2023 and on 09/21/2023; however, we were unable to speak with you; nonetheless, you replied to one of our emails on with a different contact number *************).
  
  We successfully spoke with you on 09/25/23 via phone at ************ we advised you to send the screenshots you took of the points earned, the same day you were able to send the screenshots that helped us to complete the research. We contacted you again on 09/26/23 via phone, after we checked the screenshots and informed you that you are eligible to receive the **** points on your account, no further assistance is required.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or 1283879010.

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

  
  Thank you for choosing Tracfone Wireless.

  
  

  Customer Answer

  Date: 09/27/2023

   
  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:09/11/2023

  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.

  PURCHASED A 10 GB DATA PLAN SERVICE ON 9/9/2023, FOR $50.00. ON 9/10/2023 DEVICE STOPPED WORKING; EVEN THOUGH ONLY 02 GB WAS USED AND **** GB WAS REMAINING. ON 9/11/2023, I CALLED STRAIGHT TALK SEVERAL TIMES! 1ST TIME ON HOLD FOR 45+ MINUTES, REPRESENTATIVE SAID THEY WOULD CALL BACK. I NEVER RECEIVED A CALL BACK, AFTER ABOUT AN HOUR I CALLED BACK, KEPT GETTING TRANSFERRED, LIKE 7+ TIMES. SOME REPRESENTATIVES WERE HANGING UP ON ME. I KEPT CALLING BACK. FINALLY A REPRESENTATIVE SAID I NEEDED TO REFILL CARD WITH ANOTHER $50.00. EVEN THOUGH DEVICE WAS ONLY USED 1 DAY AND (HOTSPOT) DEVICE STILL SHOWED I HAD REMAINING GB. THOUGH CARD STATES IT'S NON-REFUNDABLE, THIS SHOULD NOT APPLY TO ITEMS THAT DO NOT PROVIDE THE SERVICE INTENDED. I WANT TO BE REFUNDED.

  Business Response

  Date: 09/25/2023

  Dear ******* Christmas:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 11, 2023, regarding BBB case # ******** complaint.

  
  Your complaint states that you purchased a 10GB data card on 09/09/2023 for $50; on 09/10/2023 your device stopped working. On 09/11/2023, you called customer service to get a resolution without success; instead, you were advised to purchase more data balance.   You are requesting the refund for the service plan you did not use.
  
  We were unable to find records in our system for your account, by using your name, address and email address, till we spoke with your wife, ****************** Christmas.
  
  We have contacted you on 09/24/2023 to the phone number **********; and we spoke with your wife ****************************, and she said you purchased a Home Internet Device from a Wal-Mart store plus a $50 data card.  The device was activated on 09/09/2023; however, you could not get service on the device.   

  
  You returned the dev ice to Wal-Mart, and they issued the refund for the device only; you were advised from them to call Straight Talk to get the refund for the $50 service plan.  We created the manual refund ticket No. ********** to start the refund process; you sent to us via email the proof of the purchase, by sending the picture for the service card and the receipt.  We provided the estimated wait time of ***** business hours to get the refund approval and up 30 days to receive the money via check. 

  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 

  
  Please refer to email reference number ******* or Ticket Number 1283755435.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Straight Talk Wireless.

  
  Sincerely,
  
  
   Tracfone Wireless Inc.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20587423
  
  I am rejecting this response because: IT'S NOT CLEAR TO ME AS TO IF I'M ACTUALLY GOING TO RECEIVE A FULL REFUND. 
  
  Sincerely,
  ****************** E CHRISTMAS ON BEHALF OF MY HUSBAND,
  ******* Christmas

• Initial Complaint

  Date:09/11/2023

  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 Tracfone ******* A13 5G with the $15 plan through Tracfone's website. I was also given a referral code from my brother for the Tracfone Rewards's program. The code is to be entered upon joining Tracfone's Rewards program. However, during the joining process, Tracfone's platform didn't prompt me to enter a referral code. This means that both myself and the referrer don't get the rewards points as outlined in the terms and conditions. Per the terms (*******************************************************) I should be getting ***** points while the referrer should be getting ***** points. My Tracfone phone number is **********. The referrer's number is **********. I have contacted Tracfone regarding this issue and a ticket has been created: **********. However Tracfone has refused to help me with this.

  Business Response

  Date: 09/25/2023

  Dear *************************,

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/11/2023, regarding BBB Case number ******** complaint.
  Your complaint states that you have experienced difficulties to receive the Loyalty Reward Points. Upon contacting customer service, the issue remains.
  We have contacted you on 09/16/2023 and you informed us that The Enter Code option prompts to enter the code but does allow you to enter the code. After troubleshooting steps, we have successfully provided added **** points to the referred account and **** points were added to the referee. We communicate with you once again on 09/22/2023 and informed you about the resolution.
  If you 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 1283792808.
  Based upon the foregoing, we will close this matter as a resolution was provided.

  
  Thank you for choosing Tracfone Wireless. 

  
  

• Initial Complaint

  Date:09/11/2023

  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.

  Loss of ten years of accumulated phone product services after renewal of phone service PIOR to renewal date. CS was contacted and refused to rectify the loss of their phone service products

  Business Response

  Date: 09/25/2023

  Dear ***********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 11, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you lost 10 years of accumulated service after the renewal of your phone service and you contacted customer support, but you did not receive the required assistance.
   Based on the usage records we reviewed for your TracFone account from August 28th September 24th it does appear that a service interruption occurred during that time period. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  We successfully spoke with you via phone at ************ on 09/15/2023 we discussed the findings in your account and after troubleshooting the device we determined that the phone or *** card *** be defective, subsequently, to discard our options a replacement *** card request was issued for your account on the same date. Ticket reference No. 1283732675.
  UPS tracking number 1Z85W83R0150690377 indicates that the replacement *** card was delivered on 09/20/2023 to ****** ** **. As a result, we contacted you again on the same date and activated the *** card; however, it did not fix the issue. We suggested you get a new phone since due to our recent network changes and the almost 8-year-old phone, the device was not compatible with our technology, you agreed to notify us when you purchased it so we can call you back. Consequently, we talked to you again on 09/25/2023; we helped you to set up the phone and transferred the benefits from the old phone to the new one and tested the service. We confirmed the service was reinstated and it is working properly. You stated that no more assistance was required.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number 5227965 or Ticket Number 1283732737.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing TracFone Wireless.
  

  
  

  Customer Answer

  Date: 09/28/2023

  So far the response has been positive from tracfone and I am pleased with the results SO FAR. Prior to being contacted by tracfone CS I made a personal attempt to get this loss resolved  by  adding  accumulated rewards time to my account . This "reward" gives me unlimited services till 11/2/ 2023 and keeps the account active till 11/2 ****. After 11/2/2023 my previously accumulated and reinstated air time, text and data numbers should show up in the account.. They do not show up now because of the unlimited status of the current reward. As documented by tracfone CS these numbers are over 200k minutes of both air time and text service. I NEED TO WAIT TILL THE REWARD PERIOD ENDS  (11/2/2023) TO VERIFY THAT THE REINSTATED SERVICES ARE INDEED REINSTATED. The elimination of my account when I personally attempted to add time in august is what is causing this concern and "wait and see " delay on my part. 

  Without interference from the BBB the problem would NOT have been tended to. This is concerning to me. The Tracfone CS individual( ****** from Columbia, S.A.)  very attentively and proactively helped POTENTIALLY resolve my case. Why this resource was not made available OR OFFERED to me at the time by the phone in CS team ( a third party in *************** ) should be pause for the credibility and competence  of their standard Customer support services. I repeatedly asked for higher up support and it was refused. As to my 2015 phone itself, other phone service companies when given my IMEI number said the phone would work. Why it did not work on their program is unclear to me. It was after I offered to purchase a new phone that things began to happen.

  I sincerely hope that the problem has been resolved with the new phone and potentially reinstated service. If not I will be contacting them again after 11/2/2023. The amount of effort on my part to get this resolved was extraordinary but I did  not expect a backup "emergency " phone to fail when it was needed which was the case for me.

  Thank you for you help in this matter.

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

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20585989
  s
  I am temporarily rejecting this response because:

  Account needs till after 11/2/2023 to be verified that the reinstatement of lost services is indeed reinstated.

   See " additional information provided" item I submitted today. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/11/2023

  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 9/5/23 Tuesday I earned **** reward points for the first time by playing spin. Unfortunately I didnt get the credit. The screen freeze and I tried to spin again but it wouldnt let me. I took 2 screenshots showing my wining and in a couple minutes it shows that I have already played for the day.Giving it a chance, I called Tracfone, which is wasting my time as always. They had no idea what happened and of course no help at all. I want my points back!

  Business Response

  Date: 09/20/2023

  Dear *************************,
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/11/23, regarding BBB case number ******** complaint.
  Your complaint states that you played the game online to spin the wheel and you won **** points; however, the website reloaded and you did not receive the points on your account. Now, you want the points that you won to be added to your account.
  
  In reviewing your account, we found that the points were not added due to an error with the website; therefore, we needed to do some research to determine the eligibility to add the points.
  
  We successfully spoke with you on 09/18/23 via phone at ************ and you were able to send the screenshots that helped us to complete the research. We contacted you again on 09/19/23 via phone, after we checked the screenshots and informed you that you are eligible to receive the **** points on your account. You were able to validate the security on your account and we added the points to it.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or 1283741887.
  Based upon the foregoing, we will close this case unless we hear from you.
  Thank you for choosing Tracfone Wireless.
  

  
  

  Business Response

  Date: 09/25/2023

  Dear *************************,
  
  This is in response your rebuttal 09/20/2023 regarding your Better Business Bureau complaint.
  
  Research that the **** points has been added to the account on file in pending status. I can take up to 30 days to use the points.
  
  
  We attempted to reach you at ************ but were unsuccessful.
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  
  Thank you for choosing Straight Talk Wireless service your cellular needs.
  For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket **********

• Initial Complaint

  Date:09/11/2023

  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.

  Explanation below has the detail description of the issue

  Business Response

  Date: 09/25/2023

  Dear *************************:
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 11, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you returned a defective device two months ago and you were told that you were going to receive a replacement phone within 3 5 business days, but you have not received it yet.
   Your account has been reviewed and a replacement request was issued for your damaged phone on 07/12/2023 per ticker reference No. **********. Our warehouse records indicate that we received your damaged phone on 07/20/2023. Upon receiving your defective device our records indicate that the replacement phone was out of stock. We apologize for any inconvenience this update may have caused you, and we have issued a new replacement request for your account on 09/16/2023. Ticket reference No. **********.
  TracFone Wireless Terms and Conditions states that TracFone may, in its sole discretion, replace the product with a different but comparable product if the same exact product is not available. As a result, a similar device was requested to be processed as a replacement phone.
  UPS tracking number 1Z7X28F00240912810 indicates that it was delivered on 09/21/2023 to ***********, ** **.
  We attempted to contact you via phone at ************ and email was sent to ************************* on 09/16/2023, 09/18/2023, 09/19/2023, 09/20/2023 and 09/22/2023; however, we were unable to speak with you and you have not responded to our messages.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1283779858.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing TracFone Wireless.