Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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:09/08/2023
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.
We bought more minutes at Dollar General. The card did not work. We kept receipts and card as told by cashier. The "chat" help(see his unprofessional remark before he closed the chat) said he could refund with a debit/credit card-which I have. Then he said it is there policy to not refund?? So how much money do they keep from people that their plans do not work? I had problems with ************ and they refunded immediately. This is theft/fraud.
Business Response
Date: 09/21/2023
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 states that she bought an airtime card at Dollar General, but the airtime card did not work on the phone. She contacted customer service via chat and was informed the airtime card was not refundable.

We initially spoke with **************** via phone number ************ on 9/12/2023. As per conversation, the airtime card that they bought was a TracFone airtime card and they were intending to add more minutes with it to her husbands phone, but her husbands phone was a Straight Talk phone. Therefore, the airtime card cannot be redeemed because the airtime card brand was different. However, we do have a process to convert the wrong airtime plan purchased to the correct brand as a one-time courtesy, but she did not have the airtime card pin at the time for us to attempt the airtime conversion. Therefore, we scheduled a callback for **************** at 9/13/2023 as she stated she will the airtime pin by then.

We attempted to contact **************** multiple times as agreed via phone numbers ************ and ************ and e-mail *********************** on 9/13/2023, 9/15/2023, 9/17/2023 and 9/19/2023, but we have not been able to reach her. We are still waiting to hear from ****************. There is a need speak with **************** directly and provide assistance accordingly.

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 1283580341.

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:09/07/2023
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.
I contacted several **************** representatives at ********************** on 9/7/23 via my work phone and again through chat because I am unable to make or receive calls. The representatives made weak attempts to address the issue before ending their attempt to remedy the problem. The last representative informed me that the mismatch (whatever that meant) had been addressed in the system and to try *73 and restart my phone but the problem still exist. Since I am unable to use this service, I am seeking a refund for the amount paid that would have covered my service through September 30, 2023 because I do not believe this problem can be addressed correctly.
Customer Answer
Date: 09/08/2023
I would like to be contacted by a representative at Tracfone to discuss what the problem may be but only someone highly knowledgeable in Tech Support. I believe the problem may be simple and therefore a refund may not be necessary.
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 8, 2023, regarding BBB Case number ******** complaint.

             ************** complaint alleges that she contacted Tracfone several times on 9/7/2023 via her work phone and through chat because she is unable to make and received calls. The representatives made weak attempts to address the issue before ending the attempt to solve the problem. The last representative informed her that the mismatch has been addressed in the system and to try to dial *73 and restart the phone but the problem still exists. Since she is unable to use her service, she is asking for a refund for the amount she paid that would cover her ser4vice until September 30, 2023, because she believed that this problem cannot be addressed correctly.
            Upon review, we were able to locate an account using the phone number provided, account is active and well provisioned. And there are several calls pertaining to this issue. Thus, we need to speak with the customer to provide complete assistance and to address to this matter accordingly.
            Since ************** provided us with the phone number, she is having issues with, there is no way we can speak with her.We sent an email to **************, 9/12/2023, 9/13/2023, 9/14/2023, 9/15/2023, and 9/18/2023, but we received no response from her. We can fix this issue by following the basic troubleshooting steps, or we can also contact the network specialist to ask for assistance.

           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 1283572027.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:09/07/2023
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.
The issue is with paying the fees for tracfone and losing service when they said it would stay in til February ****. Every year they just shut off the phone and we have paid what they ask to keep our minutes active and they still shut it off with no notice.
Business Response
Date: 09/12/2023
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 07, 2023, regarding BBB Case number ******** complaint.
Mr. ******** complaint states that he is having concern after paying their service the phone suddenly lose service and was shut down without notice.
We spoke with ******************, September 12, 2023, at **********. As per conversation, his phone must be up until February ****, but they make the service cut off. We educated him that the device was still on our service it was not shut down, there was an error occurs to the device that we just need to troubleshoot. After we verify the account, we make an update to his network and power cycle the phone. After the phone is turned on the device is now working properly. We educated him that there are times that the phone service *** not work due to network failure, and we just need to power cycle the device to make it work.
In reviewing, 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.
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 Ticket Number 1283571673.

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:09/07/2023
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.
I bought a new phone and upgraded service for an existing line. The previous phone was damaged and unable to be used since mid July. There were no calls made during that time period, when I tried to activate the new phone tracfone claimed they couldnt verify my account because I couldnt correctly state the two most commonly called numbers in the last ******************************************* on my account ended .con, not .com so they couldnt verify through email. In order to activate the new phone I had to buy a new plan even though the plan I just bought wasnt used. They gave me no option other than to get a new number with a new plan. I had to pay an additional $45, and the plan I just bought was not able to be refunded because I cant verify my account (because the phone wasnt used, although I was still current with the plan payment). Then I couldnt cancel my previous plan because they couldnt verify my account. I have the correct security pin, was able to access my account and see that they had a typo on my email address making it impossible to contact me. They refused to fix my typo because I couldnt verify my account. Now I have two accounts and the previous account is still charging my credit card because I cant cancel it. I had to pay $45 twice for service, am told I cannot get a refund and cannot cancel my account because I cant verify. I cant verify because they have my email address as ********************* not ********************** I spoke with them for almost three hours and had to lose money and now have to open a claim with my bank to stop the account payments because they made a typo. There was nothing I could do.
Business Response
Date: 09/28/2023
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 7, 2023, regarding BBB Case number complaint 20568463.

Ms. ********* complaint states that she would like to process an upgrade, cancel the automatic payment, update her e-mail address and asked refund for the unused service paid. However, all the transactions were not completed because the account verification was unsuccessful.

In addition, ******************** stated that she was able to provide the security pin but cannot receive a security code through text message or e-mail because the phone got damaged, and the e-mail registered on the account is incorrect. Also, there is no valid frequently dialed numbers since the phone was no longer used.

Upon review, Ms. ********* account is provisioned in our system. However, we were able to see that there is mismatch of the e-mail address registered on the account. With this, we need to speak with her to verify the correct e-mail address to use.

We spoke with ******************** on September 21, 2023, at **********. As per our conversation, we have confirmed the correct e-mail to use but still unable to update it because we cannot complete the account verification. ******************** said that she was not the one who added her e-mail address on the account. Therefore, we escalated it to update the correct e-mail on her account.

We received the escalation response stating that we can update the correct e-mail on the account; thus, we entered the correct e-mail on Ms. ********* account. Hence, we contacted her on 9/27/2023 and 9/28/2023 at **********, but with no success. Thus, we left voicemail messages. We also sent her e-mails stating that we have updated the correct e-mail, and we need to speak with her to complete the transactions.

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 email reference number ******* or Ticket Number 1283588138.

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:09/07/2023
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.
I return a broken phone 3 Months ago for a replacement and haven't received the replacement phone yet. TracFone ticket number is **********.I've called over a dozen times they either hung up on me after the transfer to management or make excuses
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 07, 2023, regarding BBB case # ******** complaint.
Your complaint states that you returned a defective device three months ago and you have not received it yet.
Your account has been reviewed and a replacement request was issued for your damaged phone on 06/01/2023 per ticker reference No. **********. Our warehouse records indicate that we received your damaged phone on 06/14/2023. 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. Ticket reference No. 1283580342.

A comparable device was requested to be processed as a replacement phone and *** tracking number 1Z7X28F00240461585 indicates that it was delivered on 09/19/2023 to **********, ** **.
We attempted to contact you via phone at ************ and email was sent to ******************** on 09/12/2023, 09/14/2023, 09/15/2023, 09/16/2023 and 09/19/2023; 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 1283580648. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:09/07/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 7/27/2023 contacted Tracfone to report my defective 5g phone. I asked for a replacement phone be sent to me but was advised they needed the defective phone first before they would send a replacement phone. It took almost a week to receive an email with the return label and I had to go to *** and pay for a box to ship phone to Tracfone on 8/9/2023. Per *** Tracking information, Tracfone received the defective phone on 8/14/2023 at 914am. Today is now September 7, 2023 and I have not received my replacement phone. Between myself and my son there have been at least 25 to 30 calls to Tracfone for ticket status and delivery of replacement phone. We have been hung up on numerous times. The *************************** is horrible. Supposed transfers to "Warehouse Managers" or "Corporate Managers" are handled by regular **************** agents that have zero authority and zero skills. We have been advised now 4 separate times in last 3 weeks alone that it will be 3 to 5 business days to receive it. 3 separate times nothing is received and as of 9/1/2023 we were advised of a tracking number for replacement phone to arrive by end of day 9/6/2023. The package was received but it did not contain the replacement phone as promised. What they sent was an empty box to send them the defective phone, which again was returned to them and received by them 8/14/2023. Placed several calls after receiving package and was hung up on 3 times. On 4th call the agent was not able to verify or authenticate information and scheduled a callback for 830pm last night. The call never came and had to place yet another call and ultimately got a call back at 925pm last night and advised to wait another 3 to 5 business days so maybe by 9/13/2023 a replacement phone will arrive BUT with everything else that has happened there is no guarantee that will happen. I have ZERO confidence as they have not provided a tracking number. I have paid for services I have not been able to use for almost 2 months.
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 07, 2023, regarding BBB Case number ******** complaint.

Ms. ********* complaint alleged that on 07/27/23 she contacted TracFone to report her defective phone. She asked for a replacement phone; however, she was advised to send first the defective phone back to the warehouse. Thus, she returned the defective device to us and as per tracking information, we received the defective device on 8/14/2023, however, until now, ******************** has still not received the phone replacement.

We spoke with ******************** on 09/22/23, via phone # **********. As per conversation, she confirmed, she received the new phone replacement on 09/21/23 and she further mentioned the phone is working since she inserted the old SIM card to the new device.

With this, we informed her that inserting the old SIM card to the new device is not a proper way of activating the new phone. The phone should be working temporarily, and it does not last for a long time since it is not provisioned in our system.

We provided her instruction to insert the new SIM card to the new device, however, prior to doing this, we had to send her an SMS verification code for security reason, since she wanted to transfer her old phone number to the new phone. She successfully authenticated the account.

Thus, we transferred her old phone number ends with **** to the new phone. The new phone is working. However, since she mentioned she lost her service since the time she sent the old phone back to us. With this, we checked, the remaining service that she had. Through the replacement ticket # ********** created on 7/27/23 8:21 PM until the time she received the new device on 09/21/23, she has 58 days left.

With this, we extended her service end date from 10/20/23 until 12/15/23 to cater the lost service days that she has.

We informed her that the service end date has been extended due to the inconvenience service days lost she experienced. She agreed with the provided resolution.

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 1283639035.

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:09/06/2023
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 ******* galaxy a23 5g with **** min of talk, txt and data from QVC. During the set up with tracfone the phone stopped working. The tracpone rep asked me to send the phone to tracfone at ********* ** ***** and they would replace the phone. The phone was sent to them on may 16 2023. The phone no. on **************** was ************. After 10 plus calls to the service enter last week i received a ***** c100 phone with no phone no. and no **** talk text and data included. Called the tracfone service center they said they would call me back yesterday. No call back. I would like my broken ******* phone back so i can return to QVC or have tracfone send me replacement ******* galaxy a23 5g with phone no. and **** units of talk text and data
Business Response
Date: 09/29/2023
Dear ***********************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated September 07, 2023, regarding BBB Case number # ******** complaints.

Your complaint states that you purchased a ******* Galaxy A23 5G from QVC with **** of talk, text, and data plan. You mentioned that during the set up process, the phone stopped working and, as consequence; you return the phone back to Tracfone on May 16, 2023, as you were instructed to receive a replacement ******* Galaxy A23 5G device. However, you stated that you received a ***** C100 instead with no phone number and no minutes, text, or data benefits included. Although, you did not receive a call back as you were told; therefore, you stated that you did not receive the required assistance to address this matter. As resolution, you requested the *** A23 phone back with the phone number and benefits.

We reviewed your account; we were able to confirm that the phone was received in our warehouse on August 1, 2023.

We checked the ticket with reference number **********, and we found out that the model was unavailable in Daily Inventory Reports; therefore, it remained on hold. As a consequence of the delay; we initiated an internal escalation on 09/17/23, and provided a timeframe of 48 business hours.

Due to the nature of your complaint, we processed a new replacement ticket on 09/25/23, with reference number **********, and the estimated delivery is on September 28 by 7:00 P.M. to **************** per *** Tracking No. 1ZY870930100264757. Then, kindly allow shipment to take place.

We have attempted to reach you multiple times via phone ************ on 09/12/23, 09/13/23, 09/14/23, 09/15/23 and 09/28/23 without success; we were unable to speak with you, as you have not responded to our calls.

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

Please refer to 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 Inc.
Customer Answer
Date: 10/08/2023
I did get a replacement galaxy phone mid Sept. Tracfone called me only once not 5 times as they stated. I returned the call and got the unit set up. ******* also told me that the remaining time on my plan will expire 11-1-2023. Not one year from the date I purchased the unit. I called tracfone and they extended the expire date to May 1 ****, I have not been able to verify this date on tracifone web site. I purchased the unit from QVC in may of 2023 with time for one year. Sent the unit to tracfone and did not have use of the unit until Sept 2023 I think the use for the unit should be extended to Oct. 1 **** not may 1 ****.
Thank you for your assistance. At least they did send me a replacement galaxy unit.
Customer Answer
Date: 10/11/2023

Complaint: 20565716

I did get a replacement galaxy phone mid Sept. Tracfone called me only once not 5 times as they stated. I returned the call and got the unit set up. ******* also told me that the remaining time on my plan will expire 11-1-2023. Not one year from the date I purchased the unit. I called tracfone and they extended the expire date to May 1 ****, I have not been able to verify this date on tracifone web site. I purchased the unit from QVC in may of 2023 with time for one year. Sent the unit to tracfone and did not have use of the unit until Sept 2023 I think the use for the unit should be extended to Oct. 1 **** not may 1 ****.
Thank you for your assistance. At least they did send me a replacement galaxy unit.

Sincerely,

***********************
Business Response
Date: 10/17/2023
Dear ***********************,

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

Research indicates that device IMEI # *************** end date has been changed to 10/11/2024.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 10/24/2023
10-24-2023
I am happy that the end date on device #*************** has been changed to 10-11-2024. The only problem is that is NOT my IMIE #. My phone has an IMIE #c *************** and my end date is still 11-1-2023. I hav called tracfone at least 15 times and get the run around every time do they like to play games? I hav two phones a ***** and the ******* smart phones that I will gladly send back to tracfone AFTER they send me a loaded **** card with a $500.00 limit. Again thank you for your assistance. What rating does the BBB have for tracfone?
Customer Answer
Date: 10/24/2023

Complaint: 20565716

I am happy that the end date on device #*************** has been changed to 10-11-2024. The only problem is that is NOT my IMIE #. My phone has an IMIE #c *************** and my end date is still 11-1-2023. I hav called tracfone at least 15 times and get the run around every time do they like to play games? I hav two phones a ***** and the ******* smart phones that I will gladly send back to tracfone AFTER they send me a loaded **** card with a $500.00 limit. Again thank you for your assistance.

Sincerely,

***********************
Business Response
Date: 10/26/2023
Dear ***********************,

This is in response your rebuttal 10/24/23 regarding your Better Business Bureau complaint.

The device # *************** does not confirm it is your account. Please confirm the phone number of the device of the service end date 11/01/23.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 11/08/2023
I called tracFopne service ****** and requested service for serial humber ******************* using the phone and the response was. "it appears that your service is inactive"
Customer Answer
Date: 11/09/2023

Complaint: ********

I called tracFopne service ****** and requested service for serial humber ******************* using the phone and the response was. "it appears that your service is inactive"

Sincerely,

***********************
Business Response
Date: 11/14/2023
Dear ***********************,

This is in response your rebuttal 11/09/23 regarding your Better Business Bureau complaint.

The device IMEI number ******************* given was not found in the system.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:09/06/2023
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.
In June 2023, my father's Tracfone died. **************** sent him a shipping label to ship the phone to them and they would send a free replacement phone once received in 3-5 business days. It is now September and no phone, even after countless phone calls. Some customer service staff say they can't do anything until I tell them the code on his cell phone that they already have in their possession. The tracking does verify that Tracfone has received his old phone. Other service staff say they don't have the exact model, but will ship a similar phone, which my father is fine with. However, the phone never comes. We have received in the mail countless shipping labels, but no phone. This is ridiculous after over 3 months. Tracfone case #**********, father's cell # ************. All we want is the phone that was promised so that my father can make and receive calls again.
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 06, 2023, regarding BBB Case number ******** complaint.

****************, complaint states that her father TracFone phone died. She sent his fathers phone to TracFone in order for them to receive a replacement phone, but they never received a replacement phone its already been 3 months waiting to ship. **************** also provided a ticket reference number: 1281454700.

As per investigation, phone number provided is active in our system and provisioned. Records shows that, there are multiple tickets created. The latest ticket created is about the phone warranty with reference number: ********** status of the phone is ONHOLDST. We received the defective phone on 06/16/2023 by: *********. ** **. Since customer agreed to receive a comparable phone. We investigated if there is available comparable phone in our warehouse. It was found out that there is no comparable phone that we can offer to the customer. We can offer a comparable phone but different brand. Therefore, it is best to speak to the customer for further assistance and to ask more information.

We spoke with **************** on, 09/12/2023, 12:17 PM EST at phone number ************. As per conversation, **************** agreed to receive a different phone brand and model. Update ticket and provide turnaround time to her for the updates. End the call.

Moreover, on 09/17/2023, 3:45 PM EST we spoke again with **************** for follow up, if she receives the replacement phone. And it was confirmed that she already received the replacement phone on 09/15/2023. Were trying to ask if she wanted to activate the new phone, but she replied that not at this time. She also mentioned that if she wants an assistance, she will give us a call back. Thus, case will be closed.

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 Ticket Number 1283568429.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/19/2023

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. My father did receive the replacement phone and has had it activated. Thank you for your assistance.

Sincerely,

***************************
Initial Complaint
Date:09/06/2023
Type:Sales and Advertising 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 played the Tracfone spin the wheel game everyday from 9/1/23 and for 5 days I won **** reward points. Not once has it given me the **** reward points. I have taken a screen shot each day of my win. I should have had credited to my reward account ******=***** points. I spoke to tracfones chat customer service who referred me to phone customer service and have had no resolution in this matter. Please give me my ****** reward points that I am owed.
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 6, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint alleges that she did not receive the Loyalty Reward Points she won in spin the wheel fun game. She stated that she won a total of ***** points for 5 days of playing.

We spoke with **************** on 9/17/2023 at **********. As per our conversation, we asked her for the screenshot of the game as proof of winning the game. She was able to send the images and with this, we asked her to wait for up to 72 hours since we need to conduct investigation about the game. We made another attempt to reach her on 9/23/2023 to provide update on the investigation, but we were unsuccessful. Thus, we sent her e-mail to her e-mail address ******************** stating that the issue was caused by a system glitch and that is the reason why the points did not reflect automatically. We also informed her through e-mail that we credited **** worth of loyalty reward points as compensation.

Upon review, **************** account is currently enrolled for the Loyalty Reward Program. We searched for the history of activity, and we found out that she regularly won prizes for this game. However, due to some system glitch our app or website displays a multiple winning streak to most customers and as per investigation we found out that a system error has caused this issue. We apologize for this inconvenience that **************** experienced. As compensation we credited **** points to **************** and all other members affected on this error.

As per T&Cs, TracFone online Reward Account will be maintained and monitored by TracFone to record activity in the Program, including the number of points accumulated. TracFone has the right to monitor all Rewards Account activity. If Rewards Account shows signs of fraud, abuse, or suspicious activity customer may lose their Points and their Account may be suspended or terminated immediately.

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 ticket number 1283569073.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/25/2023

Complaint: 20565239

I am rejecting this response because:
I win ***** points and you only give me **** because you suddenly discover a glitch in your system? How is that fair? I am willing to accept half the points for a total of ***** points because of said glitch.

Sincerely,

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

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-phone number ending on **** but unsuccessful in reaching you.

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
Customer Answer
Date: 09/29/2023

Complaint: 20565239

I am rejecting this response because:

I DID email ******************* back with the solution of half the points owed. ******************* called twice and left no voice mail message (yes, voice mail is available). I emailed with my half the points solution and she requested a phone number, which she has. I am not always available to answer the phone the moment she calls since I am unsure when she will call. I am still requesting at least half the reward points owed.
Sincerely,

***********************
Business Response
Date: 10/04/2023

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

Many attempts have been made to contact you via phone-to-phone number ending on **** but unsuccessful in reaching you.

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
Customer Answer
Date: 10/04/2023

Complaint: 20565239

I am rejecting this response because:

you called 4 times in a row, not several time at different hours or days and you never leave a message. I happened to be unable to answer at that moment. I have tried your email but you never respond to email. The phone number is good and my email is even better for discussion. But best would be to credit my reward account for the additional winning reward points.

Sincerely,

***********************
Business Response
Date: 10/05/2023

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

Many attempts have been made to contact you via phone-to-phone number ending on **** but unsuccessful in reaching you.

Ms. *****, as you have been previously advised via email in order to have this matter resolved we will need to speak via phone.

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 and time? 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
Customer Answer
Date: 10/06/2023

Complaint: 20565239

I am rejecting this response because
I spoke to ******************** on 10/5/23. I had to reiterate all the same information again and point out I had attached photos to my BBB complaint. After which she said she would check into this and get back to me sometime. So Im still waiting.

Sincerely,

***********************
Business Response
Date: 10/09/2023

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

We apologize for the trouble you have encountered with our customer service. The system does not indicate any winning Loyalty points for the phone number ending in 8773.
On September 21,2023, a previous representative added **** loyalty points to your account due to the inconvenience.
Your total available points on October 09, 2023, is ****. You are not eligible for points to be added to your account.
All the above information above has been provided so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc
BBB Specialist
Business Response
Date: 10/10/2023
Dear ***********************,

We apologize for the trouble you have encountered with our customer service. The system does not indicate any winning Loyalty points for the phone number ending in 8773.
On September 21, 2023, a previous representative added **** loyalty points to your account due to the inconvenience.
Your total available points on October 09, 2023, is ****. You are not eligible for points to be added to your account.
All the above information above has been provided so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc
BBB Specialist
Customer Answer
Date: 10/10/2023

Complaint: 20565239

I am rejecting this response because:

did you even read the complaint or look at the attachments that show I actually won the Spin to Win? Thats why I included them! It shows I won! This happened 5 days in a row for a total of $22,500 reward points and youre giving only ****? That is not even half the reward points due to me that I was willing to settle for because Tracfone had a glitch in their system. Im still willing to settle for half. That means Tracfone owes me ***** more reward points.

Sincerely,

***********************
Initial Complaint
Date:09/06/2023
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.
I purchased a phone on May 6, 2023. I was instructed to return the phone to ******************** *******************************************************. I return this package back to the company on May 24, 2023. I was told that I would receive my refund of $85.00 in 30 days. It has been over 30 days and I have not received my refund yet. I have contacted this company over 10 times to find out what the status is of my refund. I have received no answers or emails concerning my refund. I need assistance with this issue ASAP. I have spoken with the *********** and still no refund as of today 8-24-2023. I hope you will be available to see when I will receive my money back from this company. At this point, they need to pay me for calling and no one has any answers regarding my refund. This is so unprofessional of this company. They hang up the phone also on customers and never call back either. Please resolve this issue before I seek a lawyer's help with this point. A very unhappy customer who will not purchase anymore of Total by ******* products.Thank you,*********************
Business Response
Date: 09/06/2023
Please see the attached response. Thank you.
Business Response
Date: 10/03/2023
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 05, 2023, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that she is having concern about her refund that was not received after she return her phone to the correct address.

We spoke with ********************, September 28, 2023, at **********. As per conversation, she still did not receive the refund for the phone that she returns. There was a ticket that was created for manual refund with reference to **********. We ask to ******************** if she can send us the receipt so that we can escalate further the refund and she send the copy of the receipt with reference kana id *******. Thus, we will be reviewing and will be calling her back.

We spoke with ******************** back on, October 2, 2023, at **********. As per conversation, we educated her that a correct manual refund ticket was being create with reference ticket number **********. This ticket will be processing a cheque within **** business days and will take up until 30 days to receive it and delivered to her mailing address.

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 ticket number 1284405681.

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


Sincerely,

Executive *********************

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