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

3,472 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:08/30/2023
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.
On August 17, 2023, I purchased an iPhone SE 2022 directly from Tracfone. It comes with a red slip of paper providing the **** and SIM card number to use. When I try to activate the phone with a new phone number, using the **** for the physical SIM tray, the system rejects it saying that I provided the digital ****. After one chat and two calls to customer service, I understand that the physical SIM **** was mistakenly registered as an eSIM in Tracfone's system, but the agents I have reached have not been able to change the registration so that I can actually activate the phone number. Through online searches, I see that many customers have had this problem and that knowledgeable reps know how to fix it. Please remove the wrong registration and properly register the **** to the physical SIM.
Customer Answer
Date: 09/03/2023
The issue has been resolved. Tracfone changed the registration of the ***** and I was able to activate the phone.
Customer Answer
Date: 09/05/2023
The issue has been resolved. Tracfone changed the registration of the ***** and I was able to activate the phone.
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.
Yes I was using my cell phone through my service provider TRACFONE to try to straighten out a problem I was having with my home phone, provided through STRAIGHT TALK, a product of TRACKFONE.I was on hold for a long, long time and disconnected twice. The problem with the home phone didnt get resolved. When I was disconnected the second time, I checked my time usage for the cell phone and discovered my Data, Text and Talk time were all reading zero! Before calling Tracfone I had ample time in all three categories. They had just taken what I had paid for not long ago in August 2023.By then my home phone was working, not very well, but usable, so I called the ***************** very hard to find the phone number! Spoke to someone, explained the situation, and I wanted my time back. She said she would investigate and call me back in 30 minutes. She never called and my time was never reinstated. I call it theft by taking.I decided to check BBB and TRUST PILOT and found a lot of complaints about the same thing on TRUST PILOT.I would like BBB to see f they can get my time reinstated to my account. I needed to have my cell phone so I was forced to buy more time!I hope people will also report these complaints to the **** FTC and to their states ATTORNEY GENERAL. This needs to be stopped!Ive been a customer of ********************** for over 20 years, but in this last year, 2023, nothing but problems!
Customer Answer
Date: 08/30/2023
The same thing happened again today with the amount of Data, Minutes and Text, that I had just purchased yesterday August 29th, 2023. I had just checked my account with ********************** and had 359-Data, 300-minutes, 359-text. I checked after I called to complain AGAIN about my account being zeroed out on the 29th of August (1st complaint). While I was talking to Tracfone on my home phone (Straight talk), I checked my account and it had been ZEROED out again from what had just purchased yesterday!
I stayed on the phone 1 hour and 50 minutes repeating myself over and over again, asking to speak with a Supervisor, none to speak to, FINALLY got my time reinstated from them doing the same thing today that they did yesterday.
THIS IS OUTRAGEOUS TREATMENT OF A CUSTOMER AND THEFT BY TAKING!
I was told Id have to call back tomorrow to work on the 1st incident as they only did ONE reinstatement at a time! This is just UNBELIEVABLE. PLEASE HELP!
Business Response
Date: 09/05/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that her minutes for calls, text messages units and mobile data were deleted. ****************** contacted and spoke with Tracfone several times, but her issue was not resolved.

Upon our review of the account, it is active, we check the balance inquiry there are minutes for phone calls, text messages units and mobile data. We also check the carrier tool for reference, it evidently showed us the same balance on Ms. ******** Tracfone account. Upon further reviewing the account there is a ticket for unit replacement which indicates that the phone service was replaced.

We spoke with ****************** today September 01, 2023, we apologized to her for the inconvenience, as per our conversation she already spoke with Tracfone **************** on August 31, 2023. ****************** confirmed to us that the representative from **************** was very helpful and returned the balance of her phone service minutes for calls, text messages units and her mobile data, thus the issue was resolved.

Furthermore, we thanked ****************** for bringing this concern to us.

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

Please refer to email reference number ******* or ticket Number 1282995109.

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:08/30/2023
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 returned a defective mobile phone ******** A53 5G) that was still under warranty, but I have not received a replacement. When I call I am told the warehouse is still processing the phone and I need to wait 3-5 days for the replacement to be shipped.I shipped the defective phone via *** to TracFone Wireless Returns **** **************** *********, ** ***** Tracking #: 1Z 698 0XX ************ The phone was received at the above address on June 7, 2023 The **** # of the phone: ******************* The ticket #: ************ Associated phone numbers:Straight Talk **************, ************** Executive *************** ************** Direct Response Hotline ************** ref #****** Additional ticket numbers: 127 995 ****, 128 004 ****, 128 099 **** Twice I have been told they were sending a comparable phone. Neither phone was comparable. They didn't ship either one.
Business Response
Date: 09/12/2023
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 13, 2023regarding BBB Case number ******** complaint.

Ms. ******* complaint alleges that she was not able to receive her replacement phone on time.

Upon checking, theirs two Warranty Exchange Tickets had been created. Our warehouse team received the defective phone from 6/7/2023 evidently. As-in-depth review, one of the reasons why theres no update from both escalations because it was tagged as cancelled due to lack of inventory.

We attempted to call with ****************, 9/1/2023 but it routed me to leave a voicemail message. On 9/4/2023, we spoke with **************** and let her know that we have escalated the issue, and we make sure to provide her the same phone as what returned back to our warehouse. On 9/8/2023 and 9/11/2023, we attempted the call **************** but still it routed us to leave a voicemail message. On 9/12/2023, we spoke with ****************, and she confirmed that she already received the new phone from 9/9/2023. On top of it, she called customer service to have the phone activated with an existing phone number she has. We tested all of the phones features and it is well-provisioned.

Furthermore, we thanked **************** for bringing this concern to us.

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 1282991707.

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:08/29/2023
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.
Same issue as in June. Amount is $20. The business committed to provide me with 2 GB of data (two purchases, $10 each) for my mobile phone. TracFone has two tiers to their plans, "Current Plan" and "Other Plan", and when purchasing data, if it doesn't go into "Current" it goes into "Other" and is supposed to be accessed by their system when the data from "Current" plan runs out. This is not happening; my "Current" plan has 0 mb of data available, and my purchases over the past week went into "Other" and their systems are not allowing the phone to access the data I paid for. On June 29th - the last time this happened - they were willing and able to provision the data to the correct plan. Now they are refusing to do so, claiming that I "need to switch to a ******* Sim card" while another representative informed me earlier in the evening that switching to a ******* sim card would have "no effect on the issue you are experiencing." I again made multiple calls to customer support and they were rude, condescending, and refused to acknowledge and/or address the issue.
Customer Answer
Date: 09/05/2023
I am attaching the automated correspondence being issued by Tracfone and my responses.
Business Response
Date: 09/13/2023
Dear *****************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she is having concern about his $20 purchased for mobile data plan that was not added directly to his device.

In reviewing, the account is well provisioned to our system. The service plan for data were correctly added to the account. With this we need to speak to the customer to further assist with the concern.

We contacted Ms. ******** multiple times via phone number ********** and email to ************************* on 9/01/2023, 9/05/2023, 9/06/2023, 9/07/2023 and 9/12/2023, but we failed to reach her. We received a reply to her email and still we failed to reach her and we are still waiting to hear from her.

If Ms. ******** 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 1282999826.

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: 09/13/2023

Complaint: 20540825

I am rejecting this response because:
The account is not "well provisioned," the account is inactive because I transferred the number to another carrier.
As noted in this response, I did reply to one of their initial emails (all of which were exactly the same form letter), stating that I was not going to subject myself to another multiple-hours phone discussion in which I am told repeatedly that there isn't a problem, and that I would be happy to reiterate my position in an email conversation. The response I received was an exact copy of the email I had replied to.
I also stated that they were, at this point, well versed in the nature of my problem, and that the decision was in their hands to either make the purchased data accessible to use, or to refund my money. They chose to do neither.
As I have moved that phone number to a different carrier, the solution I am seeking is a refund.

Sincerely,

*****************************
Customer Answer
Date: 09/13/2023
Furthermore, I'm not female. Their lack of attention to this entire situation is stupefying.
Business Response
Date: 09/25/2023
Dear *****************************,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone-to-phone number ending on **** but unsuccessful in reaching you.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached? You may also reach me directly via email at *************************.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 09/25/2023

Complaint: 20540825

I am rejecting this response because:
Once again, I am unwilling to further subject myself to their phone-based "customer service", as I have already lost hours of time being told to follow unrelated steps to resolve an issue that can only be resolved on the provider's side. (As was explained to me, by a higher-level Tracfone representative, the previous time that this issue occurred.) I have explained this multiple times, over the phone and via email.
I have also explained this upon answering one of these recent calls in early September - the ones that they are stating I have not answered. During that call, I told them to contact me via email if they wished to provide an actual resolution to this issue. Claiming that they have been "unable to reach me" is false, and they have made no progress whatsoever toward resolving this complaint.

*****************************
Business Response
Date: 09/27/2023
Dear *****************************,

We apologize for the trouble you have encountered with our customer service.This is not the kind of service we want you to have. An attempt has been made to contact you via phone-to-phone number ending on **** and left you a voicemail message.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached? You may also reach me directly via email at *************************.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 09/28/2023

Complaint: 20540825

Is anybody at the BBB or at Tracfone reading these messages? All I'm getting are the same automated messages, and they're all asking me to please call Tracfone.
Please refer to my previous two responses regarding calling Tracfone.

*****************************
Business Response
Date: 10/02/2023
Dear *****************************,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone-to-phone number ending on **** and left you a voicemail message.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached? You may also reach me directly via email at *************************.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 11/15/2023
A good faith effort was not made to contact me and resolve this case. I would like for it to be reopened and investigated.
Customer Answer
Date: 11/15/2023

Complaint: 20540825

A good faith effort was not made to contact me and resolve this case. I would like for it to be reopened and investigated.

Sincerely,

*****************************
Business Response
Date: 11/15/2023
Dear *****************************,

Mr. ******* stated via email that he went to a different provider with phone the phone number ending in 7159.
On November 15, 2023, two separate credits for issued to you for the same amount of $10 dollars.
Please allow 3 to 5 business days to receive your credit to your account.

All the above information has been provided so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:08/29/2023
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.
Two days ago I went to the t-mobile.com office here in *********** and change my prepaid plan from straighttalk to ********* Yet today as per my attachment you can see that I was charged by straighttalk still. Contacting their customer service is a humiliating experience.
Customer Answer
Date: 09/05/2023
On the 26th of August I switched my service from straighttalk.com to
t-mobile.com and during this process I did receive a text message from
you acknowledging the change of carrier to my number **************.
But as you see below my account was still charged today - please do what
you can to reverse this charge so that no further action will be
required.
Attached please find screenshots of my bank charges 1) 8/26 ******** and
2) 8/29 Straighttalk.
After having received an email from them today noting a BBB complaint, I
felt optimistic and called the number
My latest effort communicating with their customer service has failed
again. They are trained to be extremely polite and after that the lie to
you. Just give me a second about ten times then I send you an email
with a verification code, when you get it read it back to me the same
lies were used in my two other attempts. Only they would say also that
they would text me - and that also never happened. This is more than I
ever have encountered. I hope that you can go on a venue where phony
lip service can not be used. Thank you for your help and assistance.
On the 26th of August I switched my service from straighttalk.com to
t-mobile.com and during this process I did receive a text message from
you acknowledging the change of carrier to my number **************.

TracFone Wireless, Inc.
Attn: Executive Resolution Department

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

*****, ** 33178

(TracFone Wireless, Inc. (TFWI) is an American prepaid, no-contract
mobile phone provider. TFWI is a subsidiary of ******* Communications?

My address:

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

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

*******, ** 01721

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

Attached please find screenshots of my bank charges 1) 8/26 ******** and
2) 8/29 Straighttalk.

Sincerely, *************************
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 30, 2023, regarding BBB case # ******** complaint.

Your complaint states that you changed your prepay plan from Straight Talk to ********* nonetheless, you were recently charged for your Straight Talk plan.

You have not responded to our attempts to contact you at phone number ***********. You did not provide an alternate number or account information. We searched our system by your name and contact number and were unable to locate an account in our system. It is required to speak with you to address your concern accordingly.

We attempted to reach you multiple times via phone at *********** and email was sent to *************************** on 09/01/2023, 09/02/2023, 09/04/2023, 09/05/2023 and on 09/08/2023; however, we were unable to speak with you and you have not responded to our emails.

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 **********.

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

Thank you for choosing Straight Talk Wireless.

Sincerely,

Straight Talk Wireless ****
Customer Answer
Date: 09/11/2023

Complaint: 20539984

I am rejecting this response because:
Would you not see from my emails where I am pointing out that the same Cell# was charged by you 3 days after I had switched to ********* My number then and now remains **************. You had charged me $37.65 on 08/29/2023 for a service that I never used. Please view my bank statement's attached excerpts for clarity. I would appreciate this refund a.s.a.p.

Sincerely,

*************************
Business Response
Date: 09/25/2023
Dear *************************,

Per conversation Mr. ****** stated he went to a different provider and is no longer a customer of Straight talk **********************.
On September 25, 2023, a credit has been issued to you for $37.65 concerning phone number ending in 1067.
Allow 3 to 5 business days to receive your credit to your account.
All the above information has been provided so we will consider this matter resolved.

Thank you for choosing Straight Talk Wireless.

Sincerely,

*************************
Straight talk Wireless
BBB Specialist
Customer Answer
Date: 09/26/2023

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:08/29/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In July 2023 I called customer service to get my trac fone number transferred from one phone to a new one. That finally happened after several hour long attempts. Next I want to access the account the new phone is on - and I can't access that account. It somehow seems to be connected with the password on my sister's tracfone account. We have both called with all the information we have about the phone and about the account but it always ends with the tech saying something like, "Oh, I can't share any more infomation with you about that account". Numerous validation codes and emails saying I'm requesting to change my password have been received via my email. However, when I try to change my password, I get a message the informaiton is not compatible with the account. I have been going around in circles for weeks!
Customer Answer
Date: 09/04/2023
I want you to know that as of today, Sunday, September 4, my issue with Tracfone has been resolved. They did reach out to me as a result of your notice. It took two more phone calls, one yesterday and one today, each of an hour in length. But in the end, finally someone was able to identify the problem and solve it! Thank you very much for your intervention.
Sr. *************************, osc
Customer Answer
Date: 09/05/2023
I want you to know that as of today, Sunday, September 4, my issue with Tracfone has been resolved. They did reach out to me as a result of your notice. It took two more phone calls, one yesterday and one today, each of an hour in length. But in the end, finally someone was able to identify the problem and solve it! Thank you very much for your intervention.
Sr. *************************, osc
Initial Complaint
Date:08/29/2023
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.
redeemed a $300 off coupon code using my ***** reward points (coupon code: 6uTFoHPROMON3008)placed an order (order#*********, *********************** 2 days ago, but got canceled the next day now that coupon code can't be used anymore reached out to their CS 3 times try to get a new code, but no success please send me a new code, or refund the points to its original account, thank you.
Business Response
Date: 09/11/2023

September 10, 2023

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2023, regarding BBB case # ******** complaint.
Your complaint states that you redeemed ***** Loyalty Rewards Points (LRP) for a $300 promo-code discount. With it, you placed the order # *********; however, this order was cancelled the next day you made it, and the code that generated cannot be used again.

We checked your account, and we found the promo-code for $300 discount generated on 08/28/2023. We confirmed that the order # ********* was also created on 08/28/2023 for the total amount of $366.72, and the discount was applied; however, this order was cancelled because the payment for the remaining amount of $66.72 was not processed due to a mismatch in the billing information for the card used in the transaction.
We have contacted you on 09/04/2023 to the phone number **********; you have been educated about the reason of the cancellation of the order. Furthermore, we successfully authenticated your account and we attempted to re-use the promo-code with no success. We let you that we would evaluate your case to determine the resolution. Later on, that day, we decide to retrieve the points to your account in order to generate another code.
We attempted to reach you back on 09/06/2023, 09/08/2023 and 09/10/2023; however, we were unable to speak with you to continue the assistance and you have not responded to our emails.
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 1283061430. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:08/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/26 after 3.5 years of on time payment and service my TRACFONE cell phone died. I bought a new one and ever since I HAVE NO CELL SERVICE. I AM PAYING EVERYDAY FOR SERVICE I AM NOT GETTING. No exaggeration over 52 phone calls to customer service and ZERO PROGRESS. HOURS OF MY TIME. Their ******** "customer service" folks speak rudimentary English and GET EVERYTHING WRONG. THAT IS THEFT.
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 29, 2023, regarding BBB case # ******** complaint.
Your complaint states that on 08/26/2023 and after 3 years and a half of on time payment and service, your Tracfone phone stopped working. You purchased a new phone and since then you have not gotten cell phone service, and you are paying for service that you are not using.
Based on the usage records we reviewed for your account between 08/26/2023 and 09/09/2023, it does appear that a service interruption occurred during that time period, during the transfer process from your old phone to the new one, because the new phone was not connecting yet to our network.
We successfully restored your account service for the phone number ending in **** on 09/01/2023. The account is active, and the phone service is now connecting properly to our network; however, we need to talk with you to troubleshoot the phone.
We have attempted to reach you multiple times via phone ********** and via email *********************** on 09/01/2023, 09/03/2023, 09/04/2023, 09/05/2023 and 09/10/2023, however, you have failed to respond our calls. You replied one of our emails, and you requested the transfer pin code to port out your phone number to a new service provider. We provided via email the contact number **************************, to get the port our pin code via email.
To proceed with the porting-out process from Tracfone Wireless, you will need to have your account number, and NTP Pin. To receive a Number Transfer Pin (NTP), you must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to your phone; however, the *** is time-sensitive. With that information you can contact your new service provider.
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 1283008311. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 09/18/2023

Complaint: 20537365

I am rejecting this response because: THEY REFUSE TO GIVE ME A 6 DIGIT PORT OUT PIN. THEY LIED I HAVE NO SERVICE. EMAIL ME THE 6 DIGIT PORT OUT PIN.

Sincerely,

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

This is in response to the September 18, 2023 , rebuttal to Better Business Bureau complaint # ********.

Thank You about the request for the Number Transfer Pin for the Port Out of the number ending in ****. We apologize for the inconvenience.

A review of the account confirms that the number was successfully port out. No further actions will be taken.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number ********** , as a reference.

Thank you for choosing TracFone Wireless to provide cellular service.

************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:08/28/2023
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 called Tracphone today and got strange lies from Asorie at 9:38 pm: she tells me that my credit card with $15 **** credit limit and only has $1**** on it got declined, so I asked for supervisor but she said Tracphone has no supervisors! Then I asked her to email decline or screenshot it, but she said she couldnt!
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 29, 2023, regarding BBB Case number ******** complaint.

********************* states that she made a payment for activating her service. However, the credit card that she tried to use was being declined by our system. She was confused, since her credit limit was $ 15, ****** and has $1****** remaining balance. She requested to transfer her to a supervisor, however she failed. ********************* wants a screenshot of the transaction.

As per conversation, with ********************* last September 11, 2023. She states that she wanted to activate her new device under our service. Unfortunately, it was unsuccessful. Her card was declined by our system. To furtherly assist her, we asked the **** of the phone that she want to activate. However, ********************* is having a hard time hearing us. Her alternate phone has an existing audio issue. She insisted that she will give us a callback once she can get another alternate line. But as of the moment, we havent received any callback yet.

We attempted to call her again today September 11, 2023, 1:39 PM EST at **********. Nut to no success we are routed to voicemail. Thus, we leave a message. We send an email as well on her email address ********************** But we get no response.

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.

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:08/28/2023
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.
Here we go again. Tracfone stole my ****** texts then put back ****** and then substituted around **** minutes for the other ***** texts. Since not being able to communicate with the staff at tracfone due to the language barrier I never got my texts restored. Now I have been in contact with tracfone and they were sending me a replacement phone since mine got wet. My phone was not under warranty. I understood a new phone was coming by **** It didnt. It was a shipping label to send my phone back first. Not what I was told. This is the final straw. I am including a screen shot of the service left on my phone. I want to be paid the total price I paid for the service. On the 1st I will order a new phone from consumer cellular.As you can see my service is good thru 9/12/2026, 8.8GB of data, **** minutes and **** texts.They need to look when the services were added to get the correct price for each since prices have come way down since i purchased the cards.After I receive payment I wont have any more dealings with TracFone.Verizon bought them but still under two separate networks.I'm requesting the refund to be sent by *** or ***** next day.
Business Response
Date: 09/07/2023
Dear ***********************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that his minutes has been missing; some were added back however, it was incomplete. His phone was also defective and was informed that he will receive a replacement which did not arrive. He wanted a refund for the missing minutes since he will be moving to a new provider.

Upon review, the customers account is active and well provisioned in our system. He has both Paygo and Unlimited plan, the last plan he added was the Unlimited plan; the accumulated minutes has been added by the previous representative however, he still finds it incomplete even when he is no longer adding a Paygo Plan.

In addition, he also requested for his phone number to be transferred but he cannot receive a number transfer pin; there has been an escalation submitted and the following day, he received the pin and was able to transfer out his phone number. Hence, his account is now inactive.

We spoke with **************** on 09/6/2023, however, he does not have enough time so we called him back on 9/7/2023, we informed him that the minutes were not eligible for refund and if he does have another device where we can add the minutes, well be glad to process it for him but since he already transferred out his phone number, we can no longer trace the minutes remaining.

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 1283205252.

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: 09/12/2023

Complaint: 20534212

I am rejecting this response because:
They still to this day don't understand English. I discussed previous issues with them and I see they say I'm unsatisfied with they way they handled the last complaint. My complaint is and will remain unable to do business tracfone due to language barrier. Still requesting refund for all the service I have remaining.
Sincerely,

***********************
Business Response
Date: 09/22/2023
Dear ***********************,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone-to-phone number ending on **** but unsuccessful in reaching you.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached? You may also reach me directly via email at *************************.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Business Response
Date: 09/25/2023
Dear ***********************,

Per conversation ************** stated he went with a different provider and requested for a refund on purchase service.

No refunds or discounts will be given for (i) unused Service that expires after your Service End Date. Plans have no cash value and are non-refundable.

For terms and conditions, you may visit www.tracfone.com.

All the above information has been provided so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist

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