Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother purchased a tracfone 2years ago and I have been paying for the yearly service. My mother passed away February 27 2025 and her phone contract was up on May 19 2025. I called tracfone on May 15 2025 to cancel the service and autofill payment plan. They sent a confirmation text that the service and autofill plan was terminated. They then charged my bank account the very same day for a yearly service ******. I have made 4 phone calls since and they keep saying its being refunded within 3-5 business days. It never happens. When I call back they tell me to dispute it with the bank. I have not tried that route since its now almost a month later. I am getting the no where with anyone at this company. When you ask for a supervisor they say there are none. I hope you can help me resolve how to get my money back. I feel like I am out of options
Business Response
Date: 06/26/2025
Dear ******** *************:

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

Your complaint states that you have been paying for your mothers phone bill, but she recently passed away. You called to cancel her service and Auto Pay enrollment, yet you continue to be billed. Despite your efforts to request a refund, the issue remains unresolved.

Upon review, we found that your mothers account with phone number ending in ************************************ Auto Pay. With Auto Pay,new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.

We spoke with you on June 12 and 13, 2025, via phone at **************, during which we discussed your refund request. Due to an account authentication failure, we had to reschedule a callback and submit an escalation to bypass the process. Approval to override authentication was received on June 16, and your refund was successfully processed on June *******, with a credit of $207.02 issued under refund transaction reference number 48087766EBQF49FU. This credit should post within 35 business days, and we recommend contacting your financial institution to verify the posting. During a follow-up call on June 21, this information was shared with you.

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

Please refer to email reference number ******* or Ticket Number 1322490214.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I have an active service plan with TracFone with the phone no **********.TracFone also offers rewards points and I have a total balance of more than ***** rewards points.All these points are available to use for different things like phone discount promo codes, adding service to your plan etc etc but either there is a glitch in tracfone's system or they've done it on purpose but i'm unable to use any rewards points for anything.I have tried but they're literally not helping.If I try to add service to my current active plan I get error like i'm not enrolled in rewards loyalty program and if I try to redeem my earned points for phone discount coupon it simply gives me error that they can't process it right now and call customer service which is not helping.I would like TracFone to fix it so I can use my points.Thanks and regards for this platform.Have a good Day!
Business Response
Date: 06/26/2025
Dear Mr. ********************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB case number ******** complaint.

Your complaint states that you attempted to redeem your loyalty rewards points, but each attempt failed due to a system error. You are requesting that this issue be fix.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. Upon review, we found that your TracFone account is active and enrolled in the Loyalty Rewards Program with total available rewards points of 23681.

We spoke with you on June 20 and 22, 2025, via phone at ************** and assisted you with redeeming your rewards points. However, an error occurred stating that the payment source was not available, which was identified as an isolated system glitch. To resolve the issue, we submitted an escalation under reference number **********. We await resolution on the matter.

To this date, we just noticed that the case has since been closed, and with that, we recommend that you try redeeming your rewards points again.

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

Please refer to email reference number ******* or Ticket Number 1322541568.

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: 06/27/2025

Complaint: 23448821

I am rejecting this response because:
the problem is still there as they never fixed it.
Last they emailed me on the 20th june saying that higher department is fixing it but then never even replied to my emails.
Im still not able to redeem my points and i have attached the screenshot that i literally took two minutes ago.

Sincerely,

Mr ******
Business Response
Date: 07/04/2025
Dear Mr *******

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/27/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the issue regarding your Rewards Points redemption is still not resolved, despite having the higher department working on it.

We apologize for any inconvenience this may have caused you. We will make a follow-up on the escalation we submitted, to identify and resolve the issue you are having.

We spoke with you via phone number ************ on 7/1/2025, and attempted to process the transaction; however, we encountered an error. With this, we made a follow-up on the escalation and agreed to contact you for updates.

We spoke with you again on 7/2/2025 via same phone number, and we were able to redeem the phone promo code you requested. In addition, you confirmed receipt of the code, and agreed to call you back to confirm if you were able to redeem the code successfully. We confirmed that the phone promo code is still active.

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

Please refer to email reference number ******* or Ticket Number 1322541568.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/08/2025. I had a Tracfone that was hacked on 06/06/2025. I had to do a factory reset and erase all the data to get rid of the hack. I bought a new Tracfone, but when I contacted customer support, I was told without any way to text me, they couldn't set up the account or even cancel the account that was billing my credit card. I'd been a customer with ********************** for about 7 years or more. I'm 80 retired, live alone, and I had no other phone or anybody's phone I could use to receive a text. Thus, Tracfone couldn't set up a new account or cancel my old one. To me, that is inexcusable, and Tracfone should have had a way to help me, especially since I was a customer for a long time and my phone had been hacked.
Business Response
Date: 06/26/2025
Dear *** ****:

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

Your complaint states that your phone had been hacked, which made you decide to bought a new phone, set up a new account and requests to cancel the old one. However, you were told that it is not possible without SMS authentication.

Upon review, we found that your old TracFone account with phone number ending in 9362 was set up with Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.

TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

We attempted to contact you via phone at ************** and email at ********************** on June 9, 2025, but were unable to speak with you directly. However, you have been responsive via email, with replies received on June 9 and 11, 2025, reiterating your concern. We offered to complete account authentication through email, but you have not provided the required information. You also mentioned that you had canceled the credit card associated with your billing. As of now, the account has been deactivated due to failed payment, and ******** has been canceled.

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

Please refer to email reference number ******* or Ticket Number 1322360199.

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: 06/26/2025

Complaint: 23441793

I am rejecting this response because: I only wanted this brought to light to expose their lack
of providing decent customer service. Nothing they could have done would have
rectified their inability to help me after my original tracfone had been hacked and usable, and
I had bought a new tracfone that they claimed they could not set up for me due to
my no longer having a phone to verify my identity with. I found that inexcusable and untenable.
I'm an 80-year-old man who lives alone, and I have no one I could have borrowed a phone from.
They should have had a way to help me get that new tracfone set up, which I had to return.
Moreover, I was told they couldn't cancel my account also due to me not having a phone for verification.
I had to go to the trouble of cancelling my credit card and getting a new one due to
their failing to help me and to insure they could not bill me for an account I could not use.
They unwisely lost a customer of many years due to their customer service ineptness.
Sincerely,

*** ****
Business Response
Date: 07/04/2025
Dear *** ****:

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

Your follow-up complaint indicates that you are dissatisfied with the service provided. You were not assisted accordingly in activating your new phone, since the old phone is no longer usable. In addition, your account could not be cancelled, and that you had to cancel your credit card to stop the charges.

As per our previous response, TracFones 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.

In our previous correspondence, we requested further account details, and offered further assistance with alternative ways to verify the account; however, we did not received further account information needed to proceed with your request.

Upon review, your account with phone number ending in *************************** our system. Transaction history shows that the phone was deactivated due to non-renewal of service.

We received your email response from ********************** on 06/30/2025, stating that your account has already been cancelled, and requesting to stop future correspondence.

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

Please refer to email reference number ******* or Ticket Number 1322360199.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/08/2025
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.
Previously to my phone call on 6/8/2025, TracFone had been depleting their TracFone 4g data when I was at home connected to my **** WI-FI. This caused an increase in my data consumption unjustifiably. I paid for 9 GB of data to TracFone Wireless *** on June 8, 2025 and I did not receive the 9 GB of data I paid for. I was told by ******* that I would not see the 9 GB until I had depleted my existing 4.16 GB. I requested to speak with a technical support supervisor and I was denied that right. I would like for an investigation to become launched into this companys internal data collection practices.
Business Response
Date: 06/25/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated June 8, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you did not receive the 9GB of data you paid on June 8, 2025, and you were told that it would be available only after you depleted your existing data balance of 4.16GB.

Upon review, we found that your TracFone account associated with the phone number ending in 9581 is currently active. Our records confirm that 9GB of data was successfully added to your account on June 8, 2025, and this is accurately reflected in the network system. However, we also noted that the data balance inquiry on your account does not display this information.

We spoke with you on June 11, 12, and 18, 2025, via phone at ************** regarding your balance inquiry concern. To assist, we reprocess the redemption of your three (3GB) data add-on plan under reference numbers **********, **********, and **********. However, despite these efforts, the data balance information still did not update. As agreed, we have submitted an escalation to address the issue. As of now, the escalation remains open, and we are awaiting its resolution. We will contact you as soon as an update becomes available.

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

Please refer to email reference number ******* or Ticket Number 1322470310.

Based upon the foregoing, we will contact you again once we have an update on the escalation. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/10/2025

Complaint: 23441107

I am rejecting this response because my account with ********************** has been disabled since July 2, 2025. I ported my phone number to T-Mobile by Metro on 7/2/2025.

Sincerely,

****** ********
Business Response
Date: 07/18/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your account has been disabled since 7/2/2025, and that you ported your phone number to T-Mobile by Metro.

As reviewed, your account was deactivated on 7/1/2025, after you successfully ported your phone number ending in 9581 to another service provider, with port-out reference number **********. Please be advised that TracFone Terms and Conditions indicate that Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so, subject to the acceptance of the then-current Terms and Conditions for Service at the time of such reactivation. Any Service which remains unused at the time of termination, including promotional balances,cannot be refunded or transferred to another person.

We attempted to contact you via phone number ************,and have sent emails to ************************************** on 7/17/2025, to discuss the matter with your complaint. However, we were unable to reach you, and have not yet received your reply to our email. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/23/2025

Complaint: 23441107

I am rejecting this response because I submitted this complaint prior to terminating my service with Tracfone. I expect my full refund of $50, since my complaint was submitted prior to the termination of my service with Tracfone Wireless.

Sincerely,

****** ********
Business Response
Date: 08/01/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/23/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you should get a refund because you submitted this complaint prior terminating your service with TracFone Wireless.

As per our previous response, Terms and Conditions indicate that any Service,which remains unused at the time of termination, cannot be refunded.

We spoke with you via phone number ************ on 7/31/2025, and discussed the matter with your complaint. During our conversation, we informed you that the add-on data plans you purchased are non-refundable. You expressed dissatisfaction, and requested us to stop calling you. We understand and acknowledge your decision.

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

Please refer to email reference number ******* or Ticket Number 1322470310.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/08/2025
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.
Purchase a 35 plan on 5/23/25 and purchase another plan card and was putting on reserve when my current plan ended on 6/23/25 but instead it added on 6/7/25 screwed me out of 15 day on my current plan I payed ************************************************************** reserve is missing and I am still showing end date 7/6/25 instead of 7/22/25
Business Response
Date: 06/26/2025
Dear ******* *******:

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

Your complaint states that you add service to your phone on May 23, 2025, and put a new plan on reserved. However, instead of having a Service End Date on July 22, 2025, it shows July 6, 2025. You are requesting that this discrepancy be corrected or that a refund be issued for the lost service time.

Upon reviewing your account, the transaction history shows that a customer service agent assisted you in adding service to your phone on May 23, 2025, with a Service End Date of June 22, 2025. On June 7, 2025,another plan was redeemed via the web. However, instead of being placed on reserve, the plan was immediately applied, extending your Service End Date to July 7, 2025.

We attempted to contact you via phone at ************** and email at *********************** on June 9, 10, 11, 15, and 18, 2025, but were unable to reach you, and no responses have been received. However, our records now show that an update was recently made to your phone service, and the Service End Date on your account currently reflects as July 23, 2025.

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

Please refer to email reference number ******* or Ticket Number 1322356433.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Your plan Plan:SafeLink Unlimited ************ 3GB Service period ends:09/10/2026 I want my money back i paid for additional year plan and was deactivated on 6/7/2025 spent all day on chat ****** with numerous customer service persons gave representatives sim numbers iccid and iemie numbers only to be ran around in circles aye yai yai what and experience dealing with tracfone let me tell you!!!want refund misleading plans and rip off by this company!!
Customer Answer
Date: 06/11/2025
Prepaid for phone services through September 2026 deactivated on 6/7/2025 from Tracfone that is why we are here today
Spent hours and several days chatting and on phone with customer service representatives' about my plan and why are my services not working
****
Business Response
Date: 06/25/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 8, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you paid for unlimited talk and text, 3GB data with a service period that ends in September 10, 2026. ******************** was deactivated on June 7, 2025. You tried asking for assistance but issue was left unresolved. Therefore, you are requesting a refund.

Upon review, we found that your TracFone account associated with the phone number ending in 0248 is currently active. Records show that on May 8, 2025, you refilled your account via the web with a $125 airtime plan (which includes 1500 minutes, 1500 texts, 1.5GB of data, and 365 service days),setting your Service End Date to September 10, 2026. On June 7, 2025, an additional 500 minutes were added to your account. However, this purchase was refunded on June 8, 2025, in the amount of $10.72. We also found no record of deactivation on the account, and the usage report clearly indicates that the service is being actively used.

We attempted to contact you multiple times via phone at ************** and email at *********************** on June 9, 13, 14, 15, and 21, 2025. However, we were unable to reach you directly, and no recent email response has been received.

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

Please refer to email reference number ******* or Ticket Number 1322368317.

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: 06/26/2025

Complaint: 23440310
TracFone does not reply to there emails and will not tell me why my service was not working on 6/7/25 and will not tell me a end date of my paid in advance services
I am rejecting this response because.
Sincerely,

******* ******
Business Response
Date: 07/03/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/26/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive replies to the emails, and you were not informed what caused your service to stop working on 6/7/2025. In addition, you were not informed of the service end date of the services you paid in advance.

We have been sending you emails to *********************** since 6/9/2025. We received your reply on 6/14/2025, and we have sent our response on the same day; however, we did not receive further correspondence from you.

As per our previous response, we did not receive reports that your service stopped on 6/7/2025. In addition, your account remained active, with service end date of 9/10/2026, and Usage Records indicate that the service is being used, specifically on 6/7/2025.

We attempted to contact you via phone number ************ and have sent further emails to ***********************,on 6/28/2025, 6/29/2025, and 6/30/2025, to discuss this matter. However, we were unable to reach you, and have not yet received your reply to our emails.

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

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

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/07/2025
7/7/2025

Phone was deactivated today no services and again im prepaid in advance for services until september 2026
I spent 3 hours today 7/7/2025 on phone on hold and left several messages for a return call unsuccessful and time wasting also Iwas on chat today again 7/7/2025 with CELSO tracfine agent for another 3 hours totaling over 6 hours today with no resolution ***** on chat stated he was transferring me to corporate and of course call was ended or disconnected as why i have this BBB case what is going on at tracfone customers payi g for service and finding out the horrible replys and delays of this thrift company
Looking forwatd to hearing from tracfone again and again as they can not answer the simple question of why am i deactivated ? and how horrible of a company are you in dealing with customer issues?
so phone dont currently work /deactivated and i prepaid inadvance as per my reciepts submitted prevously via BBB complaint.
Thank you
****
Customer Answer
Date: 07/08/2025
chat transcript and such many days of tracfone unprofessional and unacceptable business practices 7/8/2025

Hello! I'm your Automated Assistant

This chat may be monitored and retained by Tracfone and our vendors to help improve and personalize our services. For more information, Privacy Policy or California Privacy Notice.

Let's get started by choosing one of the options below

I am a customer

Great, to provide you with the best service, please enter your 10-digit telephone number.

You can also enter your device's IMEI (or ESN) or I C C I D (or SIM) number.

If you need help finding your IMEI, click "Find my IMEI".

Agent

Now connecting you with an agent. Type quit anytime to disconnect

You are number 39 in the queue.The current average wait time is approximately 12 minutes. Thank you for your patience.

*************** IMEI

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

Hello

Sorry we are currently experiencing longer than usual wait times. You are currently 40 in the queue.

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

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

Good evening. Thank you for visiting TracFone Wireless.

Sorry, this chat with the agent is currently closed. If you'd like to reconnect with an agent, please click on 'Connect'

Hello! I'm your Automated Assistant

This chat may be monitored and retained by Tracfone and our vendors to help improve and personalize our services. For more information, Privacy Policy or California Privacy Notice.

Let's get started by choosing one of the options below

I am a customer

Great, to provide you with the best service, please enter your 10-digit telephone number.

You can also enter your device's IMEI (or ESN) or I C C I D (or SIM) number.

If you need help finding your IMEI, click "Find my IMEI".

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

Before continuing, let us verify the number you entered to provide you with better service.

Send Code

I just texted you a 6-digit code. Please enter it below.

033695

Thank you, just a moment while I complete the verification of your device.

Great, let's take a look at the overview of your device.

Device Summary:
Enrolled in Auto-Pay: NO
Enrolled in Rewards: YES
Rewards points: 307

Your current plan expires on: Thursday, September 10, 2026

Let's take a look to your Services Balance:

Used: 0.00GB
Plan Data: 3.00GB
Total Data Balance: 3.00GB

Is there anything else I can help you with?

Yes

Ok, let's try this...
Describe your need in as simple terms as possible.
For example: "How do I set up Auto Pay?"

Agent

Now connecting you with an agent. Type quit anytime to disconnect

You are number 29 in the queue.The current average wait time is approximately 12 minutes. Thank you for your patience.

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

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

Sorry we are currently experiencing longer than usual wait times. You are currently 16 in the queue.

Hi

I just bought 500 minutes. For phone to work explain why I have unlimited minutes and prepaid until Sept 10... Thanks

You are now connected to *******.

Hi

Thank you for visiting TracFone Wireless. Hello valued customer!

*************** IMEI

just bought 500 minutes. For phone to work explain why I have unlimited minutes and prepaid until Sept 10... Thanks

Sorry, the numbers are encrypted. Please remember to add a space after every three digits.

Last month on June 7 same thing happened phone did not make or receive calls

Ok

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

IMEI 356 074 296 370 68 2

Again July 7th said phone deactivated was unable to call or receive calls

I paid again for 500 minutes

Why I prepaid until Sept 10 for 1 year unlimited

I understand your concern.

Bear with me a moment while I check on this for you.

Ty

Oh and I do have a continuous current ongoing BBB complaint vs TracFone. This is unacceptable

Aye yai yai yai yai lol

And then some more....

Certainly

I sent a code to your phone number. Could you please provide me with the code?

Again sure I've done 109 of these codes in last 3 days ....

410 2 69

Thank you.

I'm on overtime over 40 hours already

One moment, please.

Yessims

Bear with me a moment while I check on this for you.

" "

Could you please provide me with the last four digits of the IMEI?

Look at the start of chat it included

Per your 3 space instructions

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

0 6 8 2

!!!

Thank you.

Please continue to stay on the chat as I verify account.

K

.

Sorry for the inconvenience. I will manually add the $10 - 500 Voice Minutes for you.

One moment, please.

How add I paid again just to get my phone to work and it's a scam

I should not have pay twice

This happened last month same thing

So August I bet same thing huh?

TracFone makes too much headache

What happened to the good ole Days

I understand your concern.

I am almost done.

Yeah yeah

Lol

So next month I will be here again I'm sure

Mint Mobile us mobile

I will pay for no or. Less. headache

I have Guinness book record on this account

They can put a guy on the moon

So what was done on my account?

Refunded for the overpayment?

Sorry we are currently experiencing longer than usual wait times. You are currently 8 in the queue.

Customer Answer
Date: 07/09/2025

Complaint: 23440310

I am rejecting this response because:

phone service was shut off again on 7/7/2025 and was unable to make and receive calls I spent 2 days on there chat hours and hours only to be transfered to "CORPORATE" then call ends. also spent 3 plus hours on hold and after being verified was one moment please and other delay tactics on a low level customer service level aye yai yai
also I include a recent chat transcript prevously onlky because this issue is still ongoing and unacceptable on tracfones behalf.
I had to pay again for 500 minutes just to get my phone to make a call now answer me this why would i need to pay when im already paid inadvance until september 10th for unlimited minutes and texts and such.
such a poor company to reply and state they left messages on many many dates of course they did i was unable to even respond with a call back and actually after hours and hours of there verification process it was noted and documented only to be here today and wow let me tell you i have done many BBB complaints and i Thank the BBB for there handling and professionalism in dealing with these companies. At the end of the day tracfone failed me on many days unreliable service and charged overcharged for there shoddy service so Ultimately that is the process and business model tracfone has to keep there thrift clients. wow such a struggle dealing with this low rated thrift level of a company but hey have a good day !
unacceptable deceptive billing practices unreliable services and daily headache many many problems not good company !!!

Sincerely,

******* ******
Customer Answer
Date: 07/09/2025
hmm why i need to buy minutes when im prepaid in advance until september10? this has happened 2 times 6/7/2025 , 7/7/2025
i have to pay for 500 minutes every moth now or phone service dont work .

Customer Answer
Date: 07/09/2025
overcharged
Business Response
Date: 07/18/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you needed to purchase additional minutes every month, when you should have service until September 10.

In our review,Transaction History shows that you purchased $10 500 add-on minutes on 6/7/2025 and 7/7/2025 thru the website. Payment for your order on 6/7/2025 was refunded on 6/8/2025. In addition, an in-depth review shows that a refund for the 1-year plan you purchased on 5/8/2025, amounting $130.41, was processed on 6/8/2025,per reference number BP20250508619315987.

Nonetheless, the account remained active and provisioned in our system. Usage Records also indicate that the phone is working and service is being used.

We attempted to contact you via phone number ************, and have sent an email to ********************************,on 7/17/2025, to discuss the status of your account and service concerns.However, we were unable to reach you, and have not yet received your reply to our email. We need to speak with you directly to discuss this matter.

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

Please refer to email reference number ******* or Ticket Number 1322368317.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/22/2025

Complaint: 23440310

I am rejecting this response all the same delays only thing different is the date on calendar

Sincerely,

******* ******
Customer Answer
Date: 07/27/2025
want prorated refund from this horrible company lost service june 7th and july 7th only to be here on BBB with open case told tracfone to stop calling me there agenda is to delay and eat up my minutes with there customer service that has no authority to do anything on my case without a supervisor approval. jeeze how **** is it to prorate my account and refund my total monies on the table??????
**** will wait no biggie take your time i will be here like other corporate time wasters im currently dealing with and there 15th floor corporate yacht* not good company !!!!!!!!!!!

Customer Answer
Date: 07/27/2025
tracfone costing me more money on the daily bad company and then some..!!
Business Response
Date: 08/04/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you had lost service on 6/7/2025 and 7/7/2025,and you wanted a prorated refund.

As per our previous response, the $10 payment for your purchase on 6/7/2025 was refunded on 6/8/2025, despite having confirmed that there is service usage in the account. In addition, the 1-year plan you purchased on 5/8/2025 amounting $130.41, has been refunded on 6/8/2025.

Moreover,on 7/26/2025 you successfully ported out the phone number ending in 0248 to another service provider, per Port-out ticket number **********. As a result, service for this number concluded on the same day.

Per TracFone Wireless Policy, Termination of Service which may be reactivated if you elect to do so, subject to the acceptance of the then-current Terms and Conditions for Service at the time of such reactivation. Any Service which remains unused at the time of termination cannot be refunded or transferred to another person.

We spoke with you via phone number ************ on 8/4/2025, and discussed the status of your account and the aforementioned. We informed you of the service plan payments that were already refunded, despite showing service usage. We also discussed the aforementioned Terms and Conditions; however, you expressed your dissatisfaction, and requested not to be contacted again.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/06/2025

Complaint: 23440310

I am rejecting this response because:
Still did not get refunded only TracFone calling me wasting time with there process 6 digit pin verification horrible company beyond bad company. How hard is it to get a refund will wait for my refund!!!
Sincerely,
******* ******
Customer Answer
Date: 08/12/2025
Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue and appreciate
the response.

This is in regard to your *** complaint. We further reviewed your
complaint and would like to speak with you on the line to discuss this
matter.

We tried to contact you today, August 12, 2025, at 12:16 PM EST. We
called the number on file, **************, but were unable to reach you.
We were routed to your voicemail and left a message.

You may reply to this e-mail with your active alternate phone number and
best time to receive a callback. You may also contact the below hotline
number for assistance.

For assistance, please contact ************** enter PIN 1900. Hours of
operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Thank you for choosing TracFone Wireless. We appreciate your business.

Sincerely,

Cybelle
516896
Executive Resolution Department
TracFone Wireless

Usual corporate cookie cutter comments received only question ? I have is how hard is it to refund all my money from prepaid in advance services. Simply refund my money I would even take a prorated portion as expected per corporate mission statement agreement.
Business Response
Date: 08/14/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 6, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you still have not received the refund.

Per our previous responses, despite confirming service usage in our system, refund has been processed on 6/8/2025 for the 1-year plan purchased on 5/8/2025,amounting $130.41, with reference number BP20250508619315987. In addition, the payment for the 500 add-on minutes purchased on 6/7/2025 was already refunded on 6/8/2025, amounting $10.72, per reference # **********.

Please note that credit posts usually occur within 3-5 business days; however, it may take up to 30 days, depending on your financial institution. Please contact your bank to verify this credit posting.

We spoke with you via phone number ************ on 08/14/2025, you asked us to stop calling you and to issue a refund. We attempted to discuss the aforementioned;however, you ended the call.

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

Please refer to email reference number ******* or ticket number **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/14/2025

Complaint: 23440310

Customer Answer
Date: 08/19/2025
tracfone shut off my service today 8/19/2025 also on 6/7/2025, and 7/7/2025
had to port number to better carrier att
neverthless looking for a partial refund for prepaid service in-advance!!!
****
Customer Answer
Date: 08/19/2025
reopen BBB complaint
tracfone has been playing this BBB to there advantage hoping on customer to not follow up and have case closed i would like my money back for prepaid service in advance, also i had to hookup phone services today only because tracfone shut me off today and im prepaid until september 10th 2025
thanks
****
Customer Answer
Date: 08/23/2025
***********************************************************************************
Fri, Aug 22, 2:04?PM (1 day ago)

to me

Dear *******,

Thank you for your interest in Tracfone Wireless. We are responding to
your recent inquiry.

This is reference to the case we received about your refund request and
reainstate your line.

We would like to apologize for any inconvenience you may have
experienced. Please know that we are more than willing to assist you.

We reviewed your account and we verified that your refund request had
been processed on 6/8/2025 for the 1-year plan purchased on 5/8/2025,
amounting $130.41, with reference number BP20250508619315987. In
addition, the payment for the 500 add-on minutes purchased on 6/7/2025
was already refunded on 6/8/2025, amounting $10.72, per reference #
**********. Please contact your financial institution for verification.

Meanwhile, based in our system your phone number ending in 0248 was
ported out successfully on 7/26/2025 with port out reference 1325227577.
Should you decide to return to our service, you may need to get your
account number and pin from ATT.

We attempted to contact you today, August 22, 2025, 3:01 PM EST at
************ but we were routed to voicemail.

If you have any further questions or concerns, please contact us via
chat or by calling one of our customer care representatives at
************************. For your convenience, our representatives are
available Monday-Sunday from 9:00 AM to 7:00 PM EST.

Thank you for being a Tracfone Wireless customer. We appreciate your
business.

Sincerely,

Lyra
515700
Executive Resolution Department
Tracfone Wireless

**** BBB and hello everyone still reading this is what tracfone does only to try to get this case .. closed they certainly could just pro rate the prepaid glad im finally done with there company but at a new cost of course in advance payment and call it good?!? but yeah cool story tracfone insists per there policy or t.os ( terms of service) bad company and then some!
****
Business Response
Date: 08/28/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 21, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that your service was cut-off on multiple occasions, and that you are still looking for a partial refund for the service plan you purchased.

Per our previous responses, the refund for the 1-year service plan you purchased on 5/8/2025 amounting $130.41,has already been processed on 6/8/2025 with reference number BP20250508619315987.With this, we respectfully request to confirm this credit posting with your bank.

We attempted to contact you via phone number ************, and have sent emails to *********************** on 08/21/2025, 08/22/2025, 08/25/2025, 08/26/2025, and 08/27/2025, to discuss the aforementioned. However, we were unable to reach you, and have not yet received your response to our emails.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/28/2025

Complaint: 23440310

I am rejecting this response because:TracFone shut offy phone service early prepaid until Sseptember 10 2025

Sincerely,

******* Kearns
Business Response
Date: 08/29/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service was cut-off early, despite having prepaid service until 9/10/2025.

Per our previous response, no deactivation was associated to your account prior your request to port-out your phone number. The actual deactivation of your account was on 7/26/2025, after you opted to port your phone number out to another service provider. In addition, the payment for the service plan was already refunded,despite our records showing some service usage. Since the transaction was completed successfully, we recommend contacting your bank directly to confirm the refund and check when it will reflect in your account.

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

Please refer to Ticket Number 1322368317.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/02/2025

Complaint: 23440310

I am rejecting this response because:
Service was shut off by TracFone on 19th August costing me. additional money and per TracFone responses what a joke of a company to sit here on the daily and try to control there false narrative business model.
Facts are that I was prepaid until Sseptember 10 2025 and TracFone did in fact shut off my service again and guess what for the 3rd time this is why we are here still. And the last time I did wise up knowing TracFone bites the big one.
And I will wait for there cookie cutter type responses but the facts speak for themselves horrible company and llow character employees' with the daily scripts let it be known to all that this company keeps going in circles with delay and false narratives bad "bad company!!! ' Shame on TracFone for s******* all there customers current and former!

Wow-

******* Kearns
Business Response
Date: 09/10/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service was shut-off on 8/19/2025 when you should still have service until 9/10/2025, which led you to purchase another plan.

Per our response, based on your accounts Transaction History, the account was deactivated on 7/26/2025 after a successful port-out request for your phone number ending in 0248, with Port-out Reference number **********. In addition, your refund request has already been processed, despite transferring the number to another service provider.

We attempted to contact you via phone number ************, and have sent emails to ************************ on 9/6/2025, and 9/7/2025 to discuss this matter. However, we were unable to reach you, and have not yet received your response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1322368317.

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


Sincerely,


Executive *********************
Customer Answer
Date: 09/10/2025

Complaint: 23440310

I am rejecting this response

Sincerely,

******* ******
Initial Complaint
Date:06/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 26, 2025 Order #****-2061662626 Paid $88 to Tracfone for mobile phone service Requested Tracfone to port my phone number to Tracfone for phone service. A Tracfone agent requested a credit card payment before she would activate my phone. Tracfone already charged mycredit card $88 for phone service but I have no phone service. Tracfone took my money but I have no phone service. I notified Tracfone mg any times but still no phone service.
Customer Answer
Date: 06/20/2025
I paid $88 for phone sim card and phone service. The sim card did not work. I was unable to activate service. When I called Tracfone to activate service I was told that I needed to pay Tracfone. I already paid $88 and still no phone service. I need my $88 refunded to me since I have no phone service.

Business Response
Date: 06/27/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/8/2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered and paid $88 for a TracFone Mobile phone service,and requested to port your phone number; however, you were still asked to purchase a service plan to activate the phone.

We reviewed your order with order ID ***************; it was placed on 5/26/2025 towards a Bring Your Own Phone (BYOP) *** card, and a $77 Tracfone 180-day unlimited plan. Our records show that the *** card has not been activate yet, and that the service plan is in the Reserve.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We received your email response form ****************** on June 17, 2025, indicating the error you have in your phone, which stated that your phone says No *** card.

We attempted to contact you via phone number ************ and have sent emails to ****************** on 06/09/2025, 06/13/2025, 06/14/2025 06/15/2025 and 6/22/2025, to discuss the matter with your complaint. We received your email responses, providing some information; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter and assist you accordingly.

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

Please refer to email reference number ******* or Ticket number 1323159182.

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/04/2025
As previously stated, I received no activation nor phone service from Tracfone for my phone number. I requested a refund for the $88.14 paid for phone service but received no phone service nor my $88.14 refunded to me.
Customer Answer
Date: 07/09/2025

Complaint: 23439628

I am rejecting this response because:
I was unable to get sim card to work in my phone to activate service and unable to activate phone service. I paid $88 to have Tracfone service on my phone but did not receive phone service. I need my $88 refunded since I did not receive the phone service.

Sincerely,

***** ******
Business Response
Date: 07/18/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that *** card you ordered did not work, and you are unable to activate your phone service. Therefore, you are requesting refund for the order amounting $88, since you were unable to use the service.

As of this writing, our records show that the *** card you ordered with *** number ending in 7157, still has not been activated yet. In addition, the 180-day service plan has not been used yet. Meanwhile, you phone with IMEI number ending in 6501, remained inactive. With this, we need to speak with you to provide assistance.

On the other hand,please note that Straight Talk Return Policy indicates that Straight Talk does not allow returns or provide refunds for any *** Kits or Plans you may have purchased. Nonetheless, we may submit an escalation to approve your request; however, the product ordered must be returned, and you must pay for the shipping cost to send it back to us.

We attempted to contact you via phone number ************, and have sent emails to *************************,on 7/14/2025, and 7/15/2025, to discuss the aforementioned. We received your email response, with the order information; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/18/2025

Complaint: 23439628

I am rejecting this response because customer did not receive the service that he paid for to Tracfone. Customer received a faulty sim card and received no phone service. Customer has turned matter over to *** concerning these bad business practices.

Sincerely,

***** ******
Business Response
Date: 07/28/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive the service you paid for due to the non-working *** card you received. You also mentioned that you filed a complaint through ****

As per our previous responses, we acknowledged the issue you are having, are willing to cooperate to determine what caused this, and provide the best possible resolution. However,due to the nature of your concern, it would be best to speak with directly. As of this writing, the *** card status remained as New, and the service plan is still unused.

We attempted to contact you via phone number ************, and have sent emails to ****************** on 7/21/2025, 7/22/2025, 7/23/2025, and 7/26/2025, to discuss the status of your account and service concerns. However, we were unable to reach you via call, and have not yet received your response to our latest emails.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/07/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a phone plan and turns out i need an electronic sim for the phone provided for the provider. Ive been trying to switch over my phone line, but I cannot proceed without the account info from the company and they will not respond. The bill was paid for May 20th, at 6:07 pm
Business Response
Date: 06/26/2025
Dear ******* *******:

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

Your complaint states that you paid for a phone plan and have a phone that needs an electronic SIM card, which you have been trying to activate, but cannot proceed without your account information.

Upon review, we found that your Straight Talk number and service was transferred to a new Bring Your Own Phone device on 6/06/2025,under reference number **********. The record shows that the account is active after a recent refill made on 6/21/2025, and well provisioned in the network.Additionally, the usage report of the line indicates that the service is being used.

We attempted to contact you via phone at ********** and email at *************************** on June 9, 10, 11, 15, and 18, 2025, but we were unable to speak with you directly and have no recent email response.

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

Please refer to email reference number ******* or Ticket Number 1322348522.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/06/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had a TracFone Wireless account for over 10 yrs. Most recently, when I did a "Chat" with them ( 1hr-- totally non productive) the 3rd world country guy erased ALL of the Airtime, *********** Then told me he could not help me ! So next, The phone stopped working. After another hour on hold with the Phillipines, they put temporary time on to make my phone work, & stated by Thursday 6/5/25 all my missing (and paid for !) issues would be restored. I called Phillipines today-- 1.5 hrs on hold and get a girl that says: "NO-- we not fix" "U phone work.. NO" I was given ticket # **********. I pulled up my balances BEFORE this dumb guy at Tracfone screwed up my phone: Minutes: *****. SMS: ***** Data: ***** GB
Business Response
Date: 06/24/2025
Dear *** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your accounts airtime balance were erased when you contacted customer service thru chat recently. In addition, the overall amount of balance were not successfully restored despite requesting assistance from customer service.

We reviewed your account with phone number ending in 2542, and determined that it is active and provisioned in our system. Transaction History shows that you redeemed Add-on data and texts on 5/2/2025, and your latest airtime plan redemption was on 1/29/2025 with 1200 units for calls, text and data. There are also confirmed usage in the account, including the days prior this reported issue. In addition, the account shows tickets created to process replacement of airtime due to reported issues.

We spoke with you via phone number ************ on 6/9/2025, and discussed the status of your account. The latest ticket created to replace the balance was on 6/1/2025, with 1000 minutes, 1000 SMS, and 3 GB of data, per reference ticket #**********. As courtesy, another ticket was reacted on 6/12/2025 to replace your airtime, with 4166 minutes, 5705 SMS, and ****** MB of data, per reference ticket number **********. As of this writing, your account has over ***************** SMS, and 13 GB of data.

We spoke with you via same phone number on 6/13/2025, and confirmed that the balance has been restored. You requested to redeem a $10 3GB data add-on;however, it was unsuccessful due to an unexpected error. We submitted an escalation and, as per notes, the data add-on was redeemed manually to the account, and you were informed of this update on 6/20/2025.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/25/2025

Better Business Bureau:

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

Sincerely,

*** *******
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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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.
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Tracfone sold me a phone claiming my old one would no longer work. The phone they sold me for ****** is a total piece of garbage and not usable under what is normal and the issues this phone has are not normal ***** sold the g300 telling Tracfone the software was bad and there was no new software made for G300 ***** the phone the tracfone agent that told me my phone would no longer work and he said this phone was a great phone . The Other day in dealing with the *** complaints I filed the Tracfone agent said the ***** G300 was subpar what ever that means in the cell phone world. The thing is there the same money and the ******* galaxy a16 works flawless on the system as 3 friends have it. Just for turning my service off and claiming my time ran out on 07/2024 and it took many calls to get my service back on my end date is 07/31/2031 I would like you to send me a ******* Galaxy A16 with 8GB of RAM and 128 or 256GB storage . The thing is then you turned my phone off again Feb 2025 same thing went to make a call and it was dead wife was gone with other phone and that was so nice and why did we do that again ???? You trying to force me into buying a plan and I am paid up till 07/31/2031 that is over 6 years of no plan needed can we get the service so when I call your **** are not trying to sell me straight talk sim cards for 25 for my tracfone totally being a a** about the entire call maybe tracfone may think it is funny to shut off the disabled old man s phone but at least now send me a phone like noted above it is only fair. Thank You *****
Business Response
Date: 06/25/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you purchased a ***** G300 for $159.99, but the device is not functioning as expected. As a result, you are requesting a replacement device, specifically a ******* Galaxy A16 with 8GB of RAM and 128GB or 256GB of storage. Additionally, you mentioned that your service is currently not working, despite being paid through July 31, 2031.

Upon review, we found that your TracFone account associated with the phone number ending in 1051 is active and properly provisioned on the network. Our records show that you have available balances for calls, texts,and data, with a Service End Date of July 31, 2031. Furthermore, the usage report for your line indicates that the service is currently being actively used.

In an in-depth review, we found that your phone was originally activated in 2022, and as such, the manufacturers warranty has expired. However, as a one-time courtesy, we initiated a phone replacement request for you on May 27, 2025. To assist with the return of the defective device, a ********************** return label was sent to your email address at *********************.Please note that it is important to return the defective phone in a timely manner in order for us to proceed with shipping your replacement device. As of now, we are still awaiting the return of the defective phone.

We attempted to contact you via phone at ********** and email at ********************* on June 12, 13, 16, 17 and 18, 2025. However, we were unable to reach you directly, and as of now, we have not received any response from you.

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

Please refer to email reference number ******* or Ticket Number 1322566799.

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

Sincerely,

Executive Resolution Department

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TracFone Wireless, Inc. is NOT a BBB Accredited Business.