Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,475 total complaints in the last 3 years.
818 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:09/05/2023
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.
On 8/2/2023 I was double charged for my monthly bill. I have called 5 times over the course of the last month asking for a refund and am always told to call my bank The refund has not shown upon my credit card. I am not sure what else to do, they agree that they double charged me, but will not give me a refund.
Business Response
Date: 09/26/2023
Dear **********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 9, 2023, regarding BBB Case number ******** complaint.

************** complaint alleges that Page Plus wasnt still able to refund the double charges made on her account on 08/02/2023.

We apologize for the inconvenience ************** have experience with the issue.

Currently, Ms. ***** ******* is active on Page Plus Cellular and enrolled for the auto-refill for the plan The *****. Records shows that ******* is provisioned to her account and the benefits has been delivered regularly.

We reviewed Ms. ****** account and we found that the ***** plan purchases with the same ******* month of August 2023. Our records indicate that the first purchase was completed on 08/02/2023 03:00 PM EST via auto refill in the amount of ***** per Merchant ID ********. An additional ******* plan was redeemed within the same billing cycle on 08/02/2023 at 03:00:01 PM EST, via au-refill in the amount of ***** per Merchant ID ********. Nevertheless, a refund was already requested on 09/12/2023 as Ms. ***** contact out customer ******* on the given date as was granted on the 25th.

To address Ms. ***** regarding her Refund request, we made multiple attempts for reach her through number ********** on dates; 09/02/2023, 09/14/2023, 09/15/2023, 09/22/2023 and 08/25/2023 however, we haven't been able to reach her. We made corresponding email communications to her email address ********************* and we were still awaiting a response from her.

The refunded amount may take 30 business day to be reflected on her account; depending on her banking institution.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.


Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/05/2023
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 recently bought a new ***** tracfone to upgrade from my junk ******* tracfone which i had to contact bbb about . about the same time i received a text or email can't remember saying tracfone was switching from **** to verison since then i have only had 1 bar of service instead of 3to5 bars depending where i was . talked to 2 reps who couldn't help got a supervisor who told me i needed another phone for him to fix so i bought another and service card .tracfone has no way to get the same rep. back so i talked to another who told me i was ******* i was to far from a verison tower which is bull ,i had verison for a while and was close enough to have great reception. contacted ***** online to unlock phone to leave tracfone was told it was done and would get email to confirm another lie and she would have higher *** to see about fixing reception .problem never happened
Business Response
Date: 09/22/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/06/2023, regarding BBB Case number ******** complaint.

Your complaint states that you recently bought a ***** device from ********************** to upgrade from an old device of yours. At that time, you received a message stating that Tracfone Wireless was switching networks from AT&T to ******* and since then you have only had 1 bar of service. Due to that, you decided to get in contact with customer service support with the aim of receiving assistance in regards of the service inconsistence; however, you were unable to reach someone able to properly assist you. Furthermore, you attempted to get the device unlock with no success.

Based on the usage records we reviewed for your account for August 06th to September 06th, it does not appear that a service interruption occurred during that time period. Nevertheless, a network delay may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and his proximity to buildings, foliage and other obstructions, weather and other conditions.

Therefore, it is required to speak with you and perform troubleshooting steps to determine the reason why the service issue was generated.

We successfully spoke with you via phone at ************ on 09/13/23; and after several troubleshooting steps performed, we were unable to resolve the network issue. As a result of that, you validated the security of the account, and we took advantage of the active warranty that the account currently has and we issued a replacement device as per reference No. ********** to your physical address. A callback was agreed until you received the phone.

As per policies, an exchange can only be processed upon receiving customers defective device at our warehouse at *************************************************************.

Moreover, our warehouse team updated us, letting us know that the air bill was delivered on Monday, September 18 at 11:45 A.M at your physical address. Therefore, it was required to speak with you with the aim of continuing with the assistance.

We successfully spoke with you via phone on 09/20/23; nevertheless, you mentioned that you refused to send the phone back to us. Due to that, we offer to perform further troubleshooting steps but later on you declined the assistance.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

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

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

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 09/22/2023

Complaint: 20558486

I am rejecting this response because: the rep i first talked to brought up the subject of replacing my phone by saying he would send me a new ** phone and then i should send my old phone in he also said my phone was unlocked and i agreed to this solve then i receive a return label to send my phone in and had to wait to get my new ** . when i said thats not what i agreed to he wanted to run tests on my phone which i had gone through 5 or 6 times and don't feel i should have to go through the same bull which has done no good in the past tracfone has been honest about wanting to resolve my issues

Sincerely,

*************************
Business Response
Date: 09/26/2023
Dear *************************,

This is in response to the **********, rebuttal to Better Business Bureau complaint #********.

Thank You for the additional comments and feedback about the complaint.

A final review of the account reveals that you declined to return the phone, so that a replacement can be processed. Per the Limited Warranty, no replacement can be shipped without the return of the defective device.

A check of the unlocking request confirms that the phone is Unlockable. So, the phone cannot be unlocked.

A check of the account reveals that the line is no longer active, due to the Port Out of the number. As previously determined, the line is not eligible for a credit due to usage.

With the above, we do not have another step, and consider this complaint closed.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:09/05/2023
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.
Have had straight talk for awhile now but when they came out with the family plan tried to get it set up took 5 times then they *** it was set up but then when my kids phones stopped working I called and was told it wasn't set and when I said I paid for the family plan they said there was nothing they could do that if I wanted to keep my kids service I would have to pay their individual bills they refused a refund or any other help
Business Response
Date: 09/20/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/05/2023, regarding BBB case # ******** complaint.
Your complaint states that upon noticing Straight Talk Wireless updates regarding the family plans you attempted to include your kids phones with it. During the process of setting up the multiple lines you purchased a family plan that did not work with your kids phones and ended up having to purchase individual plans for each phone. When calling to customer support for help they were of no help to the matter and would not provide a refund.
Regarding the requested refund, be advised that per Straight Talk Wireless company policies, we do not provide customers with a refund for any remaining used or unused services at the time of the termination of service. However, airtime service or service plans remaining after service suspension can be transferred to another device.
In reviewing your Straight Talk account, the line with the phone number ending with **** is active. An in-depth review reflects that the last payment was processed for service on 09/10/2023 for the $35 Bronze airtime service plan. The service plan was properly applied to the line and usage records confirmed that the benefits have been used. Records confirmed that no other lines linked to your account or to a family plan linked to your account were registered. Therefore, it is imperative to talk directly with you to receive the information regarding your other lines and address the multiline service plan impasse, in addition, to determine possible outcomes for the refund request.
We attempted to reach you multiple times via phone at ************ and emails were sent to ********************* on 09/12/2023, 09/13/2023, 09/14/2023, 09/15/2023 and 09/19/2023; however, we were unable to speak with you and you have not responded to our emails.
We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements 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.
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 ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:09/05/2023
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 bought a tracfone from Target under the pretense that it had no internet, got home to find out it did. I returned the phone to Target, they instructed me to call TRacfone for a plan refund and to ensure no further changes. I called, explained the situation and gave the number to look up. The Tracfone rep stated that upon return of the phone all data is wiped from their system, therefore he could not look up my account let alone give a refund. I told him that I found it peculiar that their system was so quick to wipe all data, but does not issue a refund at that time and asked for a supervisor. At this point the rep became argumentative, told me I could not hold him responsible, he did not wipe the info the system did but that he "is not angry with me". I told him I did not accuse him, that quite frankly his feelings are none of my concern, but I want to speak with a supervisor. for the next ten minutes the rep laughed at me, told me he would not transfer me, then that he has no supervisor, then that the supervisor is busy. I asked multiple times for a transfer to which he said "no". I told him the call is recorded and i would report him, that he would likely lose his job and he said... I quote because I couldn't even make this up "I don't care if I lose my job, I will find another job. there are other companies this isn't the only one. I don't care what you do".SO, not only do I not have a refund but I have been belittled and abused by a Tracfone rep.I called back twice, spoke with two other reps, neither of which sounded concerned about my previous encounter and neither of which would transfer me to a supervisor.The least of what I want at this point is a refund...
Business Response
Date: 09/20/2023
Dear *********************************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/05/2023, regarding BBB case # ******** complaint.
Your complaint states that after finding that you would not need the Tracfone device you recently purchased, you had the device returned to the store; however, you were unable to return the service card purchased with the phone and when contacting our customer support team for assistance with the airtime service refund, they did not provide any help and were very argumentative. For the impasse, you only request the original refund you were intending to receive.
Be advised that per Tracfone Wireless company policy, we do not provide customers with a refund for any remaining used or unused services at the time of the termination of service. However, airtime service or service plans remaining after service suspension can be transferred to another device.
Given that no account information was provided in the complaint, we have searched our system by your name and contact number; however, we have been unable to locate an account regarding the mentioned issue. It would be necessary to speak directly with you in order to receive the correspondent information and address the matter.
We attempted to reach you multiple times via phone at ************ and emails were sent to *************** on 09/12/202023, 09/13/2023, 09/14/2023, 09/15/2023 and 09/19/2023; however, we were unable to speak with you and you have not responded to our emails.
We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements 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.
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 ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:09/01/2023
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 have contacted this company numerous of time.. to resolve this issue. And for them to send a refund.. they sent me a defective phone.. they said return it.. the return label was not accurate.. so I shipped the device back from my own expense.. the tracking that was provided for me from ****** said the package was delivered and left with a person.. but they saying my package was not delivered.. and when its in the warehouse. Is when I can get my refund.. but it said delivered .. they are taking peoples money and time.. the. When you call they hang up on you .. act like there calling back and hang up quickly before you pick up.. so it can show up they called and you didnt answer!
Customer Answer
Date: 09/06/2023
They have yet to release any funds to me .. everytime the get contacted
by you all they say the same thing.. they never received the defective
device.. but I always provide tracking number included in the emails..
and they dont respond.. think there tryna wait till expropriation day..
so they want have to refund anything.. Refund
Business Response
Date: 09/14/2023
Dear ***********;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 01, 2023, regarding BBB case #******** complaint.
Your complaint states that you returned a device that you purchased and was defective; however, you have not received the refund for it and the estimated time for the fund to return back to your card has expired.

In reviewing your account, we determined that the order ********* for the total amount of $113.66 was processed correctly; however, the phone with the **** ending in **** was defective and you returned it. For this procedure, we issued a refund on 09/05/23 for $80.59 for the phone but, the service did not get approved for refund as per policies.

We contacted you on 09/13/23 via phone at ************ and we created a new escalation for the remaining $28.12; which would take between 1 and 2 business days to be resolved. We agreed with you to contact you once it gets resolved. Ticket per reference number **********

Furthermore, we spoke with you on 09/14/23 at the same contact number and we confirmed you that the refund was approved for a total amount of $28.47. We advised you to wait between 3 to 5 business days in order to receive the funds back on the account

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 e-mail for reference with the Kana ID ******* and Ticket Number 1283575458.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Simple Mobile.
Initial Complaint
Date:09/01/2023
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.
We thought this problem with the company was resolved last year in reference to case ******** though unfortunately came back as discovered this summer (please see upload) as we have again no phone service yet the service end date clearly says 11/7/2023.Thank you kindly to your services and looking forward!
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 01, 2023, regarding BBB case # ******** complaint.

Your complaint states that there is no phone service on your phone even though, the service ends in 11/07/23. As resolution, you request the service to be restored and be reimbursed for the time that the phone was without service.
An in-depth review of your Transaction History indicates that you successfully added a card in the amount of $19.99 on 08/16/2023 for phone number ending in ****, which it supposed to be good until 11/07/23. As such, we would like to assure you that we are willing to reimburse you the extra days of service taken from your account that were not used. However, system indicates that the phone number cannot be retrieved, as is no longer available.
We attempted to contact you via phone at ************ and email was sent to ***************** on 09/12/23, and we received an email response requesting to be contacted at your Landline number provided on the complaint. Although, you stated that the phone number associated to your SafeLink account should be good till November of 2023, since you previously purchased a pre-paid card that was good for a year. Moreover, we were not able to find a SafeLink account in our system in reference to the account in question.
We attempted to contact you via phone at ************ and email was sent to ***************** on 09/13/23, 09/14/23, 09/15/23 and 09/19/2023; however, we were unable to speak with you and you have not responded to our emails.
Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Therefore, it is required to speak with you to process the reconnection of the service and issue the reimbursement that you are claiming for.
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 1283581066. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 09/27/2023

Complaint: 20552632

Had updated with Tracfone services by email today unfortunately upon noting from the Orbic smartphone messages that although the agent did reactivate the phone the balance (number of minutes) that I paid for previously is an error as I had ****** minutes (Also the *** balance is off as well) prior to the reactivation, plus the service end date hasn't been revised to 1/7/2024 as per the agent's acknowledgement (please see attachments: the pic of the original/last balance was also sent as an attachment in the filing of the BBB case) as well. Also, I had let their services know that I will be updating with the BBB in regards to this current situation.

Sincerely,

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

This is in response your rebuttal 09/27/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm the **** number of the device involved.
We attempted to contact you at ************ but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 10/08/2023

Complaint: 20552632

I am rejecting this response because:
As have brought to attention previously my account still doesn't reflect the balance of 22K+ minutes nor does the revised service end date to 1/7/2024 as per a conversation from ******/Tracfone agent/rep on 9/20/2023. Thank you kindly for your services in taking note of this update and looking forward to a resolution ASAP
Sincerely,

*********************************
Customer Answer
Date: 10/11/2023
Have found out that the account is not operating/deactivated even though their last message shows 11/7/2023 as the expiration date of which has been advanced to 1/7/2024 as per ******/Tracfone though not reflective of this updating as well as the lost of minutes of which was an issue last year though has repeated again, will contact their services to rectify though please update/advise as your services have been always following well, thank you kindly and looking forward! P.S.: My apologizes for the delays, currently unemployed and intensely searching for work as well as being under the weather/sinus issues as with our excessive heat this past Summer.
Business Response
Date: 10/16/2023
Dear *********************************,

This is in response your rebuttal 10/12/23 regarding your Better Business Bureau complaint.

We are happy to resolve this matter however, we will need to confirm the **** number of the device involved.
We attempted to contact you at ************ on 10/16/23 but were unsuccessful.

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: 10/28/2023
As an update had contacted ********************* by email and phone (left message); also with regards to reaching me by our landline number ************ was unfortunately down due to a local outage and was restored for service on 10/25/2023: my apologizes for any inconveniences that the former may have caused.
Will again contact her services during their normal business hours in the hopes of resolving this case soon, thank you kindly for taking note of this update!

Customer Answer
Date: 11/03/2023
The IMEI of the phone is *************** and also had forwarded to ********************* by email, thank you kindly to your services towards a resolution of this matter and looking forward!
P.S.: As of this date our landline number ************ is still down due to ongoing technical issues, thank you kindly for noting!

Customer Answer
Date: 11/06/2023

Complaint: 20552632
The IMEI of the phone is *************** and also had forwarded to ********************* by email, thank you kindly to your services towards a resolution of this matter and looking forward!
P.S.: As of this date our landline number ************ is still down due to ongoing technical issues, thank you kindly for noting!

Sincerely,

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

This is in response your rebuttal 11/14/23 regarding your Better Business Bureau complaint.

As a curtesy device IMEI # *************** has been activated. In order to have ACP you will need to apply for it.

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:08/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I dropped my Tracfone in June 2023, shattering it. I contacted Tracfone about it, they said send it back to us and we will send you a replacement. I sent the phone at the end of June, and have never received any info about it. I have called them several times, emailed them, written to them, and contacted them via ********* I've gotten lip service and nothing else. After a month without a phone I bought a new one and am using a new company (consumer cellular). My concern at this point is that I am being told by friends who have tried to call me on my old number, that the number is still active. I want to know that it is no longer active, and that my account with them is terminated. This is the worst customer service I have ever received, and I have given them many chances to simply do what they said they would. They have done nothing, they still haven't contacted me with any kind of resolution. I think it's important to report them in hopes that something may be done to prevent them from doing this to other people. Not to mention whatever time (and therefore money) is left on my service, which I'm sure I will not be re-imbursed for. I do not wish to do business with Tracfone ever again, I have never been treated worse by any other company. I have uploaded the *** proof of delivery for my phone to Tracfone.
Business Response
Date: 09/11/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 31, 2023, regarding BBB Case number ******** complaint.

Mr. ********** complaint alleges that TracFone Wireless has failed to send him a replacement after returning a damaged phone. In addition, they did not terminate his service even if he already called to do it since he has a service already with another service provider.

We spoke with ********************** on 9/3/2023 at ************. As per our conversation, he requested to get his number deactivated from TracFone service and it was successful. He asked if he could get a refund for the remaining service he bought, but we declined his request and instead offered to reinstate it or transfer his remaining service to a new phone. We also offered to send the replacement phone since we have confirmation that he is eligible and the device was received at one of our fulfillment facilities, but he declined our offer and refused any further assistance.

Upon review, ********************** account is active since he bought a 1-year plan from TracFone Wireless. Records shows that a replacement ticket was created for **********************, and we have confirmation that the phone was returned. However, due to limited stock and product availability a delivery for replacement was delayed. We apologized for this inconvenience that ********************** experienced and in response we can proceed to re-open the case and send the replacement since the phone is now available at the inventory. However, ********************** refused and is no longer interested in receiving a replacement phone.

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 1283103802.

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: 09/11/2023

Better Business Bureau:

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

Sincerely,

*****************************
Customer Answer
Date: 09/11/2023
I accepted their response because I have no other choice,not because I am happy with how I was treated. At no time did Tracfone contact me to tell me that inventory wasn't available, or that there would be any delay. They simply gave me lip service. They didn't attempt to make anything right, they did nothing until I filed my complaint with the BBB. That in itself says something about how they handle their business. Their "solution" was to have me continue as a customer so that they can keep receiving money, and just pretend nothing happened. I hope others have complained as well. Anyway, I am just venting, but I feel it's the proper thing to do. Hopefully they will decide to treat people better in the future, or maybe they'll go out of business. Thank you for trying to help
Initial Complaint
Date:08/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Tracfone phone for my mother and father more than fifteen to twenty years ago. When my father passed away, I kept the Tracfone device for my mother active. Prior to 8/29/23, I was a happy customer. However, after the treatment I received from the Tracfone representative, ****, I will be looking to transfer services to another carrier. During our support of Tracfone, I purchased plan where the minutes triple throughout the duration of the Tracfone service. This only applies to the basic service. However, ANY minutes purchase PRIOR to the end of service days is supposed to roll over as well. That did not occur on 8/29/23. When I called to inquire, ****, the Tracfone representative treated me with disdain and would not answer my question as to how to resolve the problem. When I asked him to transfer me to another agent, he refused. When I asked him to transfer me to his supervisor, he refused. I asked him his location and he stated he was in ***************. I asked him to transfer me to a ** based representative. He told me that he could not. In closing, my mother is disappointed in losing her **** minutes she accrued on the basic phone and over **** minutes on her smartphone. In that this is not the policy of Tracfone, I'm disappointed in the quality of their customer service and the lack of training of their contract employees. Therefore, I have filed this complaint against TracFone Wireless, Inc.
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 1, 2023, regarding BBB Case number ******** complaint.

**************** complaint states that he purchased a Tracfone phone for my mother and father more than fifteen to twenty years ago and that he is disappointed of losing its **** and **** minutes left on the old phone. He opted to port out a phone number.

Upon review, the only option to pull up an account was only his last name and ZIP code. Also, it was found thru a system that we check the status of Lifeline or *** benefits. It shows that, it was no longer associated to the network. The *** ID# that we have seen is cancelled due to ported out.

Please note, a customer may transfer his or her [Lifeline or *** or both] benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and *** benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

Furthermore, those minutes that he said, can be added back to an account. We only need to have the correct account that he can provide to us. We need also to contact a department that had the records of the remaining minutes left on an account. Aside from those minutes, he can re-enroll back to the program. This is for him to continue receive the discount and benefits.

We reach ************** multiple times via phone number that he provided and on his e-mail address, but we were unsuccessful, and we are still waiting to hear from him.

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

Please refer to email reference number ******* or Ticket Number 1283258898.

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: 09/21/2023

Better Business Bureau:

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

Sincerely,

*************************
Initial Complaint
Date:08/31/2023
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.
SIGNED UP FOR AUTO REFILL FOR MY PAYMENT TO TRACPHONE EVERY MONTH BUT THEY KEEP RUNNING MY CARD THROUGH ON THE 30TH AND MY AUTO REFILL IS ON THE 1ST AND I HAVE CONTACTED THEM 5 TIMES ABOUT THIS AND NOT GETTING ANY WHERE ,,, I NEED HELP WITH THIS NOW
Business Response
Date: 09/12/2023
Dear Mr. ********************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 31, 2023, regarding BBB Case number ******** complaint.
Mr. Quick complaints states that, he enrolled his account in auto refill. However, he wants to be billed out every 1st day of the month. He tried to contact our customer ******* multiple times, but he failed to resolve the issue.

As per review, Mr. ****** ******* plan is only good for 30 days, therefor his request cannot be granted. Since there are months that is consist of 31 days. Due to this reason, he will be billed out either on 1st or 30th day, depending on the month.

We got the chance to spoke with Mr. ***** last September 08, 2023, to provide that information. However, Mr. ***** got aggravated and use abusive language. He disconnected the call right away. We failed to provide resolution.

Today, September 12, 2023, 1:59 PM EST at **********. We attempted to contact Mr. ***** again to furtherly explain, why there are months that he will be billed out on the 30th. But to no success. We are routed to an automated voice message that says, voicemail is not yet set up. Thus, we failed to leave a message. We send him a new mail, with Kana ID *******.

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

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 09/13/2023

Complaint: 20547564

I am rejecting this response because:im going to keep filing compliants untill tracphone resolves this issue

Sincerely,

****************
Initial Complaint
Date:08/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have more pictures to send you pertaining to this company and my phone etc all of which was sent to ************************************* his personal email address, where he told me to send my proof, that which I did 14 or more pictures. You have all the information you need, my full name and address. What do you think this is? That's the only name this account is associated with! My address shown, physical addresses are my personal business and so are my credit card numbers, ******** accounts, social media and other, receipt shown for the purchase of my TracFone card, the receipt for this phone shown enclosed so old that it would be impossible to have. The other minutes shown on my phone,1 set of them purchased online had a previous complaint filed, the other set didn't, double minutes phone. THIS IS MY FULL NAME AND ADDRESS!
Customer Answer
Date: 08/30/2023
I have more pictures to send you pertaining to this company and my phone etc all of which was sent to ************************************* his personal email address, where he told me to send my proof, that which I did 14 or more pictures. You have all the information you need, my full name and address. What do you think this is? That's the only name this account is associated with! My address shown, physical addresses are my personal business and so are my credit card numbers, ******** accounts, social media and other, receipt shown for the purchase of my TracFone card, the receipt for this phone shown enclosed so old that it would be impossible to have. The other minutes shown on my phone,1 set of them purchased online had a previous complaint filed, the other set didn't, double minutes phone. THIS IS MY FULL NAME AND ADDRESS!
Customer Answer
Date: 08/30/2023
I have had this phone for years, as seen,there are plenty of service minutes shown on the screen,as well as the service end date paid for, prepaid,such working until getting wet. After drying out, my minutes which were purchased online still showing, as well as the date being 2010, that which this phone was used up until a couple of years ago. I have also sent proof of a prepaid airtime card for $20.00, purchased at ******* and still readily sold,the usual that I purchase, that or online at their website. Upon going to their website and trying to reactivate my phone, after not adding such to my phone through the normal method used, I used the chat forum. Their response after providing them with the *** card number and IMIE being that they no longer have such services in this area for 2G devices and that I need a new phone, asking for an alternate phone number twice, my telling them the first time that I was on line, they wanting to call me at such number and wanting to obtain such, my knowing all to well that such would be interferred with,as usual by external influences, as usual,as they can't get enough of theft of intellectual property and placing of communication barriers on my devices, desperate to demean my integrity. My phone is needed for tending to my personal matters and would like a replacement for such,as well as a refund for all of the money I've spent on their services,as this phone is kept specifically for such because of cost effectivity,as well as reliability, because of suseptibility to damage to screens,etc, on screened devices, my using such for years as stated and within the same area. If they no longer have such services in this area,no other services would work with **** here either, it doesn't matter if it's a 3G device or not, they know they cut it off because of external influences. A phone doesn't all of a sudden fall off of a network that has had service in this area for years.
Business Response
Date: 09/14/2023
Dear *************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 31, 2023 regarding BBB Case number ******** complaint.

************** complaint alleges that the phone she had for years got a screen damaged and ask for a replacement and also ask for a refund for all the money she spent for the service. She wanted to reactivate the phone but was advice that service is no longer provided for 2G technology devices.

As per our investigation, ************** TracFone account has been deactivated since July of 2021. The device was activated on 2014 which is a 3G technology with expired Subscriber Identity Module (***) card.

Moreover, any un-used minutes or remaining balance on any TracFone account will be forfeited by the system if the account is deactivated for more than 60 days as well as the phone number will be removed from the account and it will be added to the pool as available phone numbers and at the same time the *** card will expire and it will require a new *** card to reactivate the phone if it is still eligible on the network. Additionally, the device is no longer supported since it is a 3G technology device.

We tried to contact Ms. **** multiple times via phone number ************ also e-mails were sent to ********************* on 9/2/2023, 9/7/2023, 9/8/2023, 9/9/2023 and 9/13/2023, but we have not been able to reach the customer. We are still waiting to hear from her.

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 the Ticket Number 1283064934.

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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