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

3,475 total complaints in the last 3 years.
817 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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.
Lately, I have been having problems with my Tracfone wireless phone. I called them around two months ago and they helped me get it working again. Well, the problem is back again where I lose service and can't make a call, receive a call or text. Now I have been a Tracfone customer for 15 years or more and have acquired thousands of minutes of calls, texts, and gigs (whatever gigs are). The last time I checked I had either 12 thousand or 19 thousand minutes of time saved up. As a matter of fact I bought a years amount of time last March 23 on my birthday. I always renew my cell phone yearly on my birthday. Anyways I called Tracfone today about my problem and they wanted to sell me time because they said my time had expired. Well we went around and around and they finally tell me that Verision took Tracfone over and that my phone is not compatible with their system and that I need to buy a new phone. Now something is wrong here, if they wanted to sell me time. I already paid for a year of time and they want me to pay again? Here I am with no phone service and I have to go out of town this Tuesday. I'm 73 years old, what if my vehicle breaks down and I'm stuck or I have a serious health condition. All my information is on that phone and I can't access it unless I buy new time or a new Tracfone? Is this legal? It seems like theft and extortion to me. I lose all my information and acquired minutes unless I pay again or buy a new Tracfone. I spent over 4 hours this evening on the phone and they wouldn't actually tell me I have to buy a new phone but in fact that's the only option I have. It's like when a cyber-criminal takes over your computer and won't release it until you pay a ******. Is this what this country has come to? What a disgrace.
Business Response
Date: 09/19/2023
CORRECTION:
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 number ******** complaint.
************** complaint states that his phone was not working he cant make and receive calls and text. He had a yearly plan on his phone. He was told that he needs to purchase a new phone since his phone is not compatible with the upgraded network. He needs his phone since all his information was on the phone.

When assessing the quality of the customer's experience regarding their service,please note that Tracfone Wireless and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There *** be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections,slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device,network changes, traffic volume, network prioritization, network outages,technical limitations, signal strength, terrain, proximity to buildings,foliage and other obstructions, weather, and other factors.

We pull up account in our system using customers information. Account is active and well provision in the system, and VOLTE compatible. As we check on the balance inquiry customer complaint that he has deleted minutes on his account that his current balance is incorrect. We then called the appropriate department to further check what is the correct balance on customers account. They provided the exact balance of ****** minutes with the approval code of GS1401. We then educate customer that the system only allows to provide ****** per day, we provided the first ****** minutes with ticket number ********** and the remaining balance was added on the next day with ticket reference number **********.

We spoke with ************** via phone ************ on 09/17/2023 and 9/18/2023 upon conversation we validated his account and provided the minutes deleted on his account he is claiming. After he confirmed that the minutes deleted was added back to his account, he agreed to close this case since his concerned was addressed and the phone was working perfectly fine.

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

Please refer to e-mail reference number ******* Ticket Number 1283673018.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Business Response
Date: 09/19/2023
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 number ******** complaint.
************** complaint states that his phone was not working he cant make and receive calls and text. He had a yearly plan on his phone. He was told that he needs to purchase a new phone since his phone is not compatible with the upgraded network. He needs his phone since all his information was on the phone.

When assessing the quality of the customer's experience regarding their service, please note that Tracfone Wireless and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There *** be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.

We pull up account in our system using customers information. Account is active and well provision in the system, and VOLTE compatible. As we check on the balance inquiry customer complaint that he has deleted minutes on his account that his current balance is incorrect. We then called the appropriate department to further check what is the correct balance on customers account. They provided the exact balance of ****** minutes with the approval code of GS1401. We then educate customer that the system only allows to provide ****** per day, we provided the first ****** minutes with ticket number ********** and the remaining balance was added on the next day with ticket reference number **********.

We spoke with ************** via phone ************ on 09/17/2023 and 9/18/2023 upon conversation we validated his account and provided the minutes deleted on his account he is claiming. After he confirmed that the minutes deleted was added back to his account, he agreed to close this case since his concerned was addressed and the phone was working perfectly fine.

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 e-mail reference number ******* Ticket Number 1283673018.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/10/2023
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 signed up for autopay with trac phone for the past two month. I called up 3 weeks ago to get it canceled because I no longer needed that number moving forward. Today I got a charge for the coming month and I called them up to get the charge removed based on the fact that I already canceled the autopay. Besides, I haven't used the phone in two weeks and they were just being very difficult about removing the charge. Not sure why it was my problem that the representative didn't cancel it correctly 3 weeks ago when I called up. Bottom line, the customer service is terrible and there is no reason I had to be on the phone with them for 45 min and still no credit back on my card
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 September 11, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that he is having concern about the charge made to his account. After he request to cancel the auto pay he was unable to check that the representative did not cancel it correctly.

In reviewing, the account is well provisioned to our system, there is a ticket created on 9/10/2023 with a reference number **********. This ticket is referring to a refund for the amount of $21.83 it was approved and successful to the system. With this we need to speak to the customer to further assist with the concern.

We successfully spoke with ******************** via phone to ************ on 09/19/2023 and he confirmed that he received the refund.

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 BBB ticket number 1283738529.

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:09/10/2023
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 used to used SafeLink life free line # ********** from over then 7 years whenever i lose my phone they used to reactivated after baying a new TracFone sim card and i activated about 3 month ago they switch me from life free line to payment line i didn't say nothing 3 weeks a go i lost the phone plus the sim card i purchased new sim card am trying to activate the new sim card keep asking me for pin in all the 7 years never ask me for pin or i never generate a pin am almost 4 days spend 3 to 5 hours to get that line active but every time new answer or after 1 hour on the phone then the hung up on me or they told me will call me back after 15 min but they never call me now i try to port to TMOBILE i can't do that need the Pin i never generate any pin if i have pin or adding pin i used pin i used from more then 25 years all what i need to get the line out and TracFone help me to generate new pin to port to different ********************** provider even they let me pay to refill my account
Customer Answer
Date: 09/13/2023
account was reactivated thank you for your help i want to closed this complaint
Customer Answer
Date: 09/13/2023
account was reactivated thank you for your help i want to closed this complaint
Initial Complaint
Date:09/09/2023
Type:Billing 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 September 7, 2023 Tracfone deactivated my phone. After several phone calls to them, we found out that someone else's credit card information is on my account and their credit card had been declined in July. None of the credit cards were mine. I don't even have a credit card on file with the company. When I try to reactivate the account, they say they can't do it since I don't know my security code, make enough phone calls for them to track and I was even told I don't know my mother's maiden name. They tell me that they are sending emails to the account they have on file, but I am not receiving any emails at that account. I will admit that I no longer remember the security code on the account and that I do not call or text very often on my phone, but I do know my mother's maiden name. I did tell them the phone numbers that I had called and texted in the last two weeks as they requested and they told me I was wrong. I had the phone in my hand with the call list and texts showing at the time. We have been trying for four days to find someone at Tracfone that will help us work around their loophole, but instead they hang up on us or transfer the call to someone else that won't help. I have a lot of minutes and data left on the phone that I think they should make available to me, not force me to choose an alternate company.
Customer Answer
Date: 09/15/2023
I have received two emails from Tracfone in the last two days. Today I sat down to call the phone number listed in the emails. So far, I have been hung up on five times, been told they could not help me once, and put my home phone number in (the one the email says is invalid) for call back three times. I have asked for Customer Support since that is who helped me last weekend, but they refuse to transfer me to that number. The last call told me they have my account set so that they cannot send me emails or texts. She gave me an email address of ***************************************** to contact to see if they could tell me what is going on. I have tracking information that shows they have received the money order I sent them. What I am most irritated about at this point is that they sent me an email saying my account was fine when it still isn't working. If they are going to send me emails, that information should also be in my file for the 'managers' to see when I call in. And if it has been established that I can't verify their security information because I don't use my phone enough, that should also be noted in their file. The managers should also know that if the phone is deactivated the customer also cannot access their online account. This should just be part of their training, I shouldn't have to keep telling them this. With the multitude of people I have talked to at Tracfone, the only person I have talked to that was helpful was in Customer Support.
Customer Answer
Date: 09/16/2023
Tracfone is not following through with anything they say they will.
Business Response
Date: 10/04/2023
Dear Ms. ************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/10/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have three lines under the same account and were supposed to receive a multi-line discount; however, you continued being charged full prices for all of them and have contacted customer support numerous times with non-positive results. You would like for the overcharge to be reimbursed and apply the discount.

In reviewing your account, we have two transactions on 08/05/23 for $118.88 and 09/10/23 for $153.51 which corresponds to your three lines full price. You were missing the $15 discount for the three lines for the last two months.

We successfully spoke with you via phone at ************ on 09/14/23 and determined that there is a system error which would not allow for the discount to be applied, so we escalated the issue and agreed calling you back to keep you updated. We have created the ticket to get it resolved N **********.

On 09/15/23 we contacted you once again via phone and provided the reference number, we also advised you to wait ***** hours for a resolution to be provided. We offered to separate the lines and then add them to a new account to fix the issue or continue waiting; however, you stated that they are your business lines and would rather wait for a resolution. On the other hand, we have created a ticket for a partial refund to reimburse a total of $90 per #**********.

We spoke with you again 09/25/23 to let you know that we were still working on your case.

As of 09/26/23, the amount was refunded. It may take up to 30 days to be reflected on your bank account, depending on your financial institution. You may contact them for further inquiries.

We tried to reach you via phone and e-mail at ********************** on 10/01/23 to provide the above information; however, we were unable to speak with you and have not received any e-mail response whatsoever.

If you still require assistance, you can contact us at ************** 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 1283679334

Thank you for Straight Talk Wireless.
Initial Complaint
Date:09/09/2023
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've been attempting for 3 weeks to regain access to my business phone number housed at Tracfone. Their refusal to help is damaging my livlihood as an independent contractor.Three weeks ago my phone broke. I first tried to activate a new phone on tracfone, and their customer service told me the new phone was active and working, but the activation did not go through on my end. Two more calls to finish the activation ended in the representative hanging up on me. The issue was never resolved Finally, I called tracfone to instead port my number out to another carrier. I was repeatedly told that for "policy" reasons the port couldn't be processed unless I first transfered the number to a new Tracfone device. I explained the ongoing, incomplete activation, and the lack of resolution and was hung up on again. Over 2 hours on the phone with multiple representatives and still no resolution. All I want is Tracfone to make a one time exception to their policy to allow me to port my work number out so I can continue to contact my clients.Thanks
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 09, 2023, regarding BBB Case number # ******** complaints.

Your complaint states your phone was broken; therefore, you attempted to activate your number on a new phone, but you stated that the activation did not go through on your end. As consequence, you decided to port the phone number over to a different company since you needed for business purposes; however, you were informed that for policy reasons the port out request could not be processed unless you transfer the number to a new Tracfone device. As resolution, you were requesting your work number to be ported over to a new carrier, as one time exception to Tracfones policy, since you needed to contact your clients.

Tracfone Wireless 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. To proceed with the porting-out process from Tracfone Wireless you will need to have the account number, and *** Pin.

To receive a Number Transfer Pin (***), you must text keyword "***" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive. Additionally, you can call the *** department number at ************** and use the *** ****** to speak to an agent. The *** is time sensitive and will expire in 7 days.

We searched our system by your name and contact number and were unable to locate an active account in our system. However, we found a device that is not active in our system as of August of 2022.

Please know that as per policy, a phone number needs to be active with the service provider in order to be eligible for porting to another service provider. Therefore, their account must be active before porting can occur to an alternate service provider.

We have contacted you via phone ************ on 09/15/23 and we were trying to obtain the account information of the phone number and device in question to address your matter, but you stated that the issue was handled and resolved by someone else; therefore, you requested not to be contacted again.

If you should still require assistance, you can contact ************** enter *** ****. 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,

Tracfone Wireless ****
Initial Complaint
Date:09/08/2023
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 approx 8/7/23 my moms phone was stolen so we called TracFone and had them shut down the line and give us a transfer pin to transfer our phone number to another carrier. This month on 9/6/23 we got charged 23.88$ by TracFone after logging in to my account there is no active accounts one plan with no way to stop the plan on the web-sight. after calling customer support and getting hung up on 10 times by different people all said the same thing there is nothing they can do since we don't have a active number they can not stop the payments there also will not allow us to delete the debit card info because we have no active line.
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 9, 2023, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he is having concern about the charge made to his account after logging in to my account. Customer supports were unable to help and told that they cannot stop the payment.

We spoke with ****************, September 15, 2023, at **********. As per conversation, he gives the credit card number that was charge to the account and we verify that there was a charge made to the card number. After the account was authenticated, we make a refund to the account and deactivate the credit card for the system to stop charging the account.

In reviewing, the account was enrolled to the auto refill program, but there is no phone number associated to the account. We make his card number deactivated to stop charging his account. Also, for his refund he needs to wait 5-7 business days up until 30 days of the billing cycle.

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 1283678001.

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:09/08/2023
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 sept 5 I purchased a prepaid phone card from ******* with cash for my sons phone. I called straight talks customer service to activate the new line and change the number to a correct area code. 4 days later my sons line reviewed a text that an autorefill had been complete and my card was charged $44. I never gave them my card number, only my number to contact me on while they trouble shoot the phone I was activating. My card is on my file, not his and I never gave the card, or authorization to use it. When trying to find out why my card was used or when this supposed authorization for an auto refill for a higher plan 4 days after I activated/paid in cash for the month long service they would not give me any information and insisted I gave them the card and agreed to this charge. I asked for the call tape and was not given an answer and told to speak to my bank on when I gave permission. Everyone claims they are a supervisor when I ask for one. I believe the woman I spoke to fraudulently took my card from my number and put it on my sons. When trying to activate an account on the website to view anything pertaining to the line I am getting an error, but activating other logins for lines I have with them to view information I have no problem. I am getting texts that changes have been made to the account when I have not made any. They are a fraudulent company that steals card information and refuses to give information that pertains to my own bank card and/or phone line.
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 September 9, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that on Sept 5, she purchased a prepaid phone card from ******* with cash for her sons phone. She called straight talks customer service to activate the new line and change the number to a correct area code. However, 4 days later, her sons line was auto refilled using her card for the amount of $44.She did not provided her card and used an airtime card add service. She also receiving text that changes have been made to the account when she did not made any.

Upon review, there is no credit card purchased that was associated to the purchase history of the account. The account is active and well provisioned.

We attempted to contact Ms. ******* multiple times via phone ********** and e-mail ********************* on 09/12/2023, 09/13/2023, 09/14/2023, 09/15/2023 and 09/19/2023 but we were unsuccessful. We havent received any return phone calls and e-mail response from her and we are still waiting to hear from her.

We must speak with Ms. ******* to address this matter and to gather the credit card information so that was can further investigate the account and the charge that was taken off from the card.

If Ms. ******* 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.

Please refer to BBB ticket number 1283567430.

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:09/08/2023
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 am a tracfone customer with a pre-paid year of service at $150.00 all functions included. I ordered a new phone from tracfone, received it then got locked out of it with their help. I paid ***** for the new phone and was told to return the phone and they would send another. A new phone did not arrive. The tracfone I was using had stopped working with the new network. Its function minimal at best. I called and was accused of stealing my own phone from myself and not being *******. Now I have no working phone and have to buy a new tracfone at ******** I call to activate it and try again to get my paid for year of service plus the ***** credit for the new phone I had already returned to them. I again was told the money paid in I could not use I asked to speak to the fraud **** to prove who I was and told no. Now using my own name I was forced to buy a new year long plan to activate my new phone and charged ****** to buy that. I still have my old dead phone as evidence and they have my account history. Now I need help to get the money owed to me refunded.
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 8, 2023, regarding BBB Case number ******** complaint.

Ms. ****** complaint states that she ordered a new phone from TracFone Wireless, she received it. However, the phone got locked out. She called and was advised to return the phone so that they could send a replacement phone. Unfortunately, a new phone didnt arrive as promised. Because of it, she was forced to purchase a new phone and activate it with 1 year service plan. She still has the old phone, all she wanted is for a refund for the phone and plan that she bought.

Upon review, Ms. ****** account is active in our system. The device is compatible with the upgraded network. Our records indicate that the service is being used.

We received a call from ************** on 09/16/2023 at ************. She still not received the refund of the phone she purchased in our website. She already returned the phone back to us. She provided the order number *********. Upon checking, the phone serial number of the said order is not yet found in our system. However, ************** mentioned that she returned the phone last July 2023. We asked for the return tracking number. However, she doesnt have the information yet. Thus, she will just call us back.

We spoke to **************, 09/19/2023, at ************. As per conversation, she is still waiting for a refund for the phone that she returned, last July 2023. As per checking, order # ********* shows the $89.00 was successfully refunded on 08/02/2023. She mentioned that the credit card used for the purchase was replaced, which means the amount of $89.00 was credit to the old card. We let her know that she needs to contact her bank to check her records. She also wants a refund for the plan that she purchases back in March 2023 with 1 year of service. However, she doesnt have information about her old credit card, she requests for callback for 09/20/2023.

We spoke to **************, 09/20/2023 at ************. As per conversation, she still doesnt have the information about her old credit which is already inactive. She hasnt contacted her bank yet. Furthermore, ************** request a callback for 09/21/2023 same time.

We attempted to contact **************, 09/21/2023 at ************ but to no success. However, we were able to leave a voicemail message and send an e-mail in response.

In addition, the refund has been issued successfully. However, we were unable to reach ************** on her last callback request. With this, we must speak with her over the phone so that we can provide proper assistance to her other request and concern.

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.

Please refer to email reference number ******* or Ticket Number 1283622719.

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:09/08/2023
Type:Order 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.
Company refuses to assist in situation where an apparently hacked account contains my financial information.
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 8, 2023, regarding BBB Case number ******** complaint.
********************** complaint alleges that she has a Straight Talk account that is link to her email. When she login to her account, she noticed that the contact number was incorrect, and when she attempted to correct it, the website shows Security Verification. She called in to have them corrected and she was told they could not and when she asked for a manager, she was told there was no one else she could talk. The account holds her debit card information, and she told them to delete it or delete her account but once again was told that they could not. She feared that her account was hacked and asked to remove her financial information and close her account.
We attempted to locate the customers account by utilizing our tools using her information such as name and mailing address. Unfortunately, there were no accounts found. Hence, to address the matter we need to speak with her for further assistance.
We spoke with **********************, 9/14/2023, and as per conversation, she is not feeling well, she is sick and would like to be called back, 9/15/2023 at 12:00 PM EST. On 9/15/2023, we spoke with **********************, and as per conversation, she is in the meeting, and she requested for a call back later at 3:30 PM EST. We spoke again with ********************** on her requested time. 3:30 PM EST, and she alleges that her account was being hacked, she wanted to delete her debit card information, but she could not authenticate her account. She cannot receive the verification code via SMS since she does not have the phone with her anymore, and she do not remember her 4-digit security pin. We suggest going to her account and update her information, but she encountered an error which says there is no active line in her account. We advised her to go to her bank, and she stated that she have already done that, she have already requested to replace her debit card, all she wanted is to remove her debit card information, but we informed her that if she cannot authenticate her account, then we cannot go through the process. Thus, case will be closed as customer failed to authenticate her account and she already refused to be assisted.
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.

Please refer to KANA reference number ******* or Ticket Number 1283566916.

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: 09/20/2023
Tracfone/StraightTalk contacted me per the notes. My issue of having an active account with my personal debit card information, mailing address and email address was not resolved. I asked that somebody from IT at Tracfone manually remove my account. The customer service rep says it was not possible without me authenticating my account. I explained that the phone number associated to my account/email address was incorrect. I googled the incorrect phone number of ************ (the method through which the company wanted to authenticate me) and this does not even appear to be a valid area code in the States.
As of today, 9/20/23 15:36 AZ time, I am still able to log into Straight talk website using my personal email address of **********************. My Payment Method still appears. Because the company could not assist me, I was forced to go to my bank for a new debit card, then update all websites with whom I have auto pay. Also, my postal information still exists in the database at StraightTalk.
I work in IT and database management. I know there are ways to delete accounts upon request. Straight Talk customer service was unwilling to put me in contact with somebody in the IT department that could delete my account (and thus my personal information). **************** was flippant about my concerns that my account had been hacked as evidenced by a random phone number now associated to my email/debit card/ and mailing address.
I am no longer a Straight Talk customer and will not be again.
The only resolution I had wanted was for my online account to be deleted. Instead I spent hours on the phone, re-explaining my concern and situation, with a customer service rep who suggested I contact my bank as a resolution. In this day and age, that sort of service is representative of a business that does not value consumer privacy.
Customer Answer
Date: 09/21/2023

Complaint: 20576446

I am rejecting this response because:
Tracfone/StraightTalk contacted me per the notes. My issue of having an active account with my personal debit card information, mailing address and email address was not resolved. I asked that somebody from IT at Tracfone manually remove my account. The customer service rep says it was not possible without me authenticating my account. I explained that the phone number associated to my account/email address was incorrect. I googled the incorrect phone number of ************ (the method through which the company wanted to authenticate me) and this does not even appear to be a valid area code in the States.
As of today, 9/20/23 15:36 AZ time, I am still able to log into Straight talk website using my personal email address of **********************. My Payment Method still appears. Because the company could not assist me, I was forced to go to my bank for a new debit card, then update all websites with whom I have auto pay. Also, my postal information still exists in the database at StraightTalk.
I work in IT and database management. I know there are ways to delete accounts upon request. Straight Talk customer service was unwilling to put me in contact with somebody in the IT department that could delete my account (and thus my personal information). **************** was flippant about my concerns that my account had been hacked as evidenced by a random phone number now associated to my email/debit card/ and mailing address.
I am no longer a Straight Talk customer and will not be again.
The only resolution I had wanted was for my online account to be deleted. Instead I spent hours on the phone, re-explaining my concern and situation, with a customer service rep who suggested I contact my bank as a resolution. In this day and age, that sort of service is representative of a business that does not value consumer privacy.

Sincerely,

*****************************
Business Response
Date: 09/27/2023
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.
Ms. ***** we are trying to contact you via phone but the phone number you have provided to us is a wrong phone number.

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.
BBB Specialist
Initial Complaint
Date:09/08/2023
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 was required to update my sim card. I have not moved or changed phones. Now I cant use the internet on my phone at all and calls are dropped. I have attempted to resolve this for months. Im either left in the phone for hours, hung up on and there is absolutely no way to contact in writing and they ignore social media. I want my serviced fixed or to be refunded for what I have paid the last ************************************* resolving this onkybhopung I go away.
Business Response
Date: 09/01/2023
This is a misdirect, the customer has confirmed that he is a Straight Talk customer, which is a ********************** brand.
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 09/01/2023, regarding BBB Case number ******** complaint.

Your complaint states that you were required to update your SIM Card, even though you have changed phones, you are unable to use the mobile data and your phone calls are dropping. You would like for your service to be fixed or to be refunded for the last ten months of paid service.

Please know that Straight Talk Wireless 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.

Based on the usage records we reviewed for your account for the last 30 days of service, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period for phone calls, text messages and mobile data.

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.

In order to determine if you are eligible for a refund, we will need to effectively communicate with you, to verify that your phone is properly set up and perform troubleshooting steps if necessary.

We attempted to reach you multiple times via phone at ************ and ************ and e-mails sent to ********************* however, we were unable to speak with you.

If you still require assistance, you can contact us at ************** 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 1283639280. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for Straight Talk Wireless.
Customer Answer
Date: 09/22/2023

Complaint: 20551975

I am rejecting this response because:
I have clearly explained if you want to speak to me by phone I need my service repaired or a working phone provided to me. You choose to ignore the entire issue and continue to play games rather than simply address the issue snd move on. You are simply delaying things as long as possible in hopes I will go away so you never need to address this. You have the option of repairing my phone but you have yet to do so. You also did speak to me once by someone who does not speak English who then hung up on me and I never heard back from. Your statements and desire for this to go away are denied and rejected. I have provided this information to the kefir now.
Sincerely,

*******************
Business Response
Date: 09/28/2023
Dear ***********************,

This is in response your rebuttal 09/22/23 regarding your Better Business Bureau complaint.

We were able to do some troubleshooting from our system but will need to perform further steps with you on the phone.
We attempted to contact you at ************ and ************ 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 to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 10/11/2023

Complaint: 20551975

Was forced up upgrade SIM card, phone stopped working. I will not pay for a service that I get nothing in return. I want my service repaired or a working SIM card and the money I paid for service that I did not receive as per their own contract and policy. They have made no attempt to resolve this and continue to lie and say nothing is wrong with my reception which is not true.

Sincerely,

*******************
Business Response
Date: 10/13/2023
Dear ***********************,

This is in response your rebuttal 10/11/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm the **** number of the device number involved
We attempted to contact you at ************ and ************ 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 to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 10/16/2023

Complaint: 20551975

I am rejecting this response because: prior email said the complaint was closed so it is not accurate or honest that two complaints are open.

Sincerely,

*******************
Customer Answer
Date: 10/17/2023
IMEI 35 ****** ****** 7
ICCID 89148000008697951048
Business Response
Date: 10/19/2023
Dear ***********************,

This is in response your rebuttal 10/18/23 regarding your Better Business Bureau complaint.

Thank you for confirming device IMEI # *************** in order to properly troubleshoot please confirm the current sim card number in the device.
We attempted to contact you at ************ and ************ 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 to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********

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