Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

3,472 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

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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:08/28/2023
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 canceled our account with Straightalk in October. They have since been charging our account ***** dollars a month. We have called them numerous times to get it canceled and they claim the information we provided them is incorrect. We have no other information to give them. They refuse to transfer the call to their fraud department or any management. They just suggested canceling the bank account associated with the account. Where as, that would keep them from charging me and taking money out, It wouldnt stop the bills from coming in and our credit would get ruined. I just want this account to be closed and the money returned back to us.
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 28, 2023, regarding BBB case # ******** complaint.

Your complaint states that you cancelled the service with Straight Talk Wireless; however, they kept charging you monthly for $40. You tried to call customer support several times to cancel the payments, but they have not provided you the required assistance. Therefore, you requested a refund and close the account.

Please note that Straight Talk Wireless Terms and Conditions, states that Auto-Refill plans allow our customers to enroll in Auto-Refill, customers need to register their credit or debit cards online with us and choose a service plan. With Auto-Refill, a new service plan will automatically be purchased and added to the account each month on the service end date and the customer's credit or debit card on file will automatically be charged for the cost of the service plan selected by them on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan purchased and added to the phone.

Moreover, we were trying to review the line that was being charged; however with the information added in the complaint we were unable to find an account. In addition to process your request we needed to validate the account. Please note that Straight Talk Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot cancel automatic payments or make changes to accounts until the account holder authenticates the information.

We attempted to reach you via phone at ************ and email was sent to ************************** on 08/29/2023, 08/30/2023 and 08/31/2023; however, we were unable to speak with you.

We successfully contacted you on 09/02/2023 to the same phone number; you provided us the information needed and you passed the account authentication process, the line was already cancelled. On the other hand, we investigated and find that there was no usage of the service from 02/05/2023 until 08/28/2023; therefore, the line was eligible to receive a refund for the payments done on 02/05/2023, 03/07/2023, 04/06/2023, 05/06/2023, 06/05/2023, 07/05/2023 and 08/04/2023. However, we were able to process the refund just for the last transaction of $39.34 as the system showed an unexpected error related with the other six references. As a resolution we expedited the case with reference ticket No. **********.

Then, on 09/08/2023 we contacted you again via phone number ************; we informed you that four of the six transactions were already reimbursed and to allow up to 30 business days for the refund to reflect on your account. The transactions processed on 02/05/2023 and 03/07/2023 presented some delays to be refunded as they had more than 180 days on our system, it was necessary to process manual refund with a check, we requested your address information and provided you that we will get in contact as soon as we confirmed that the money will be send.

We tried to reach you again via phone at ************ and email was sent to ************************** on 09/13/2023 to inform you that the check has been sent and that it is also necessary to wait 30 business to arrive to your; however, we were unable to speak with you.

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,

Tracfone Wireless Inc.
Initial Complaint
Date:08/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone offers a 365 day smartphone plan, but the data associated with this is not unlimited, nor does it stop being used when you return to the range of your own wifi network. Therefore, you end up using all of your mobile data, even though you are accessing wifi networks. There is no way to track that this is occurring and it does not automatically switch between the networks (wifi or mobile data). I feel this is a deceptive business practice and a scam to force customers to continue to purchase additional data to coincide with the 365 day plan. I also was told that if I should cancel the account, it is non refundable so I will lose over $200. I am currently on the other side of the continent dealing with a family emergency and have NO gps, data, or any of the other convenient features associated with a smartphone. I am stranded by Tracfone.
Business Response
Date: 08/31/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/27/2023, regarding BBB Case number ******** complaint.

Your complaint states that Tracfone offers a 365 day smartphone plan but the data associated with this is not unlimited, nor does it stop being used when you return to the range of your own Wi-Fi network; ending up on using all of your mobile data, although you are accessing to Wi-Fi networks. Lastly, you mentioned that due to the circumstances, you decided to contact the customer service support with the aim of requesting a refund; however, your appeal was denied.

Please be advised that, all aspects of the service, including, plan rates, offerings, features, functionality and other product specifications are subject to change without notice or obligation. All talk and standby times are quoted in digital mode and are approximate. Minutes, texts, data and service days do not have cash value and are non-refundable.

On the other hand, we would like to kindly recommend you to stay aware of what network you are using, thus you can prevent to use the mobile data instead of the Wi-Fi. Conversely, we do not have access to change the aforementioned features as we are just the service provider.

We successfully spoke with you via phone at ************ on 08/30/23; and we kindly updated you with the aforementioned information. Later on, you agreed with it and afterward mentioned that no more assistance will be required.

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.

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: 08/31/2023

Complaint: 20527375

I am rejecting this response because:
This is a scam. when I spoke with the tracfone representative I said there was no way to know you were still using mobile data when you are within wifi range. ******* responded, "Well you should know". This is a standard dismissive response from a company that is more than happy to extort hundreds of dollars from customers, when the customer is duped into thinking they are using wifi and not their mobile data.
I understand that these thieves won't give any kind of refund, but I would like to make this information known to other customers and potential customers.

Sincerely,

***************************
Initial Complaint
Date:08/26/2023
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 or around July 15, 2023, i bought a $19.99 prepaid 15 digit pin in store and activated sim card ********************. However, for security purposes the sim card was locked, requiring a puk code from tracfone, to unlock it. because the sim card is locked the **** and the telephone number are unavailable. however these are not required to unlock the sim card or to transfer minutes from on sim card to another. i contacted tracfone multiple times, that have provided puk code ********* with ******* and it was incorrect, then they provided ******** with pin ****, it was incorrect, i informed tracfone of such, in the same process of using the phone. tracfone stated since the puk codes did not work they can transfer the minutes from that sim card listed to a brand new sim card, if i went out and purchased a new sim card. as such, i purcahsed a new sim card, however tracfone refused to transfer the minutes to this new sim card( new sim card number : ********************. tracfone refused to provide a refund for the minutes that i purchased, because they failed to provide a correct puk code or transfer the minutes as they stated that they would. i have been unable to use the telephone for over a month since purchasing the 15 digit pin and using it to activate the sim card. i am requesting that tracfone provide me a refund of $19.99 and to transfer my minutes from the sim card already actived to the brand new sim card as listed herein. i am unable to make and receive phone calls, texts or use the mobile internet service ever since the sim card has been locked. tracfone has verified that the sim card is active but has refused any and all assistance to resolve this issue. this is not the first time this issue has come up. again the imei of the telephone is not required to transfer minutes to anew sim card, to provide a puk code that is valid nor to provide a refund of $19.99. For the month long inconvenience i and requesting all relief available of a refund of $19.99 andthe transfer of the minutes to the new sim card.
Business Response
Date: 09/07/2023
Dear Miles *******

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2023, regarding BBB case # ********complaint.
Your complaint states that you are requesting that TracFone to provide you a refund of $19.99 and to transfer your minutes from the *** card already active to the brand-new *** card that you have. Also, you stated that you are unable to make and receive phone calls, texts or use the mobile internet service ever since the *** card has been locked with PIN/PUK codes.

You have not responded to our attempts to contact you through e-mail at ***********************, as the phone number provided on the complaint is not valid. You have not provided an alternate number, email address or account information. We searched our system your name and contact number and were unable to locate an account in our system.

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 1282829067.

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

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:08/25/2023
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 had to port out a Tracfone number to a new ******** phone/service due to international travel but needed to recover my time (**** days) and min/data/texts to use with a new tracfone number on the original phone. In a very detailed chat with a Tracfone agent I was told to port out the tracfone number first then reach out to Tracfone to get a new number after which I "get to recover the minutes, texts and data remaining as (well as) the months of unlimited service remaining". I ordered a Tracfone SIM, ported the Tracfone number out to Tmobile and called Tracfone within 2 days of the number porting out to get my new Tracfone number and recover all the minutes/texts/data and service time. I was told that because I ported the number out first (like the Tracfone agent told me to do) I forfeited all the service time/data/min. I have the chat transcript from ***** (Tracfone agent) from 8/18/23 at around 5:40 PM EST where he clearly told me to port out the number first and that I would be able to recovery everything. Tracfone Agent **** (Ref #*********) was the first to relay that agent ***** misled me but she refused to fix it. At my insistence **** escalated to "Corporate" who called me back. Agent ***** from "corporate" was the second to relay to me essentially that ***** had lied to me but she also could not do anything. I gave her the day/time of my chat with ***** but she did not want me to read it to her. She says she sent a report to "higher management" who would call me back in about 24 hours. I asked for a reference number but she said there is none. I awaited a call from "higher management" to see if they will allow me to recover my service time (**** days!), minutes (unlim until ~11/2/23, then 0 rollover), texts (**** rollover), and data (19 Gb until ~11/2/23 then **** Gb rollover) as Tracfone agent ***** clearly said they would. My corporate call was scheduled for 7 pm as confirmed in another chat but there was still no call at 9pm. The Chat was sent to TF.
Customer Answer
Date: 08/26/2023
This is the chat log with ***** from Tracfone where he clearly instructed me to port my number out first, then reach out to Tracfone to activate a new number whereby Tracfone would restore all of my service time/texts/minutes etc.
Customer Answer
Date: 08/26/2023
On 8/25/2023, after two more chats a Tracfone corporate manager (******) called me around 11 PM. ****** gave the same response - no recovery because I followed Tracfone agent *****'s instructions and believed his representations (multiple times in the chat) that all services would be restored. I asked Manager ****** if she had seen the chat transcript which i emailed to ************************************************ along with my complaint (on 8/25/23 at 12:16 AM) and she said she had not. I asked if she could retrieve the chat so she could read what the agent had told me. She said that it would be with the "chat department" and she could not retrieve it. She suggested I should wait for a response to my email to ************************************************ and/or a response to this Better Business Bureau complaint filed late in the evening of 8/25/23 (now updated with the 3 pages of chat text images).
Customer Answer
Date: 09/03/2023
This Complaint is provisionally resolved (95%). The Tracfone executive resolution team contacted me and they 1. Reactivated the phone with a new local number 2. Returned my ~**** days of service time - This was the biggest item, 3. Returned my ~2.5 months of unlimited text/min service (until 11/2/23 as requested) and 10 Gb of the 19 Gb unlimited plan rollover data which is the max ***** system lets them do per day. I told the rep. don't worry about adding the other 9 Gb tomorrow as it I don't need it 4. ******* says she also added ********* rollover texts and **** Gb rollover data although it did not show up via the account portal. She gave me a ticket number and phone number to call if it does not show up after the unlim plans run out on 11/2/23. I would say I spent about 15 hours dealing with this issue so I am not happy but very satisfied with the end result and accept my time as the price I pay for having 7 phones with the lowest cost high quality provider. I will likely only update this (or file a new claim) if I am not successful in getting back the minor items after 11/3/23.
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 26, 2023, regarding BBB Case number ******** complaint.
************** complaint states that he ported out his Tracfone number to ******** phone service due to international travel. But he needed to recover the **** voice minute, **** texts and **** GB of data with service days up until 12/11/2029 and three $20 Unlimited plans with 19 GB of data with service days up until 11/02/2023. He would like to reactivate the account by using a new phone number with the remaining minutes.
************** was contacted on 08/31/2023 and 09/01/2023 via phone number ********** and we were able to speak with him. As per conversation, we investigated the account and our record shows that minutes were retrievable. Based on the transaction history, he added three $20 Unlimited Talk, Texts and 2 GB of Data / 30 Days on 08/04/2023 via website. Therefore, the service of the unlimited plan is good up until 11/02/2023. Apart from that, he has a frozen pay as you go balance of **** voice minute, **** texts and **** GB of Data left on the phone. Transaction record shows that the service end date would be on 12/11/2029.
As a resolution, we reactivated the account and generated a new phone number. We were also able to add all of the minutes left on the account as well as service days with ticket reference number ********** and **********. Additionally, we run some tests including calling, texting and data to make sure that phone is working properly. ************** is now able to make and receive calls, send and receive text messages and able to get access to mobile data. He was also able to get back all of the minutes and service days and added it to the account.
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 1282886096.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless and have a great day.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/08/2023

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:08/25/2023
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.
Had to return my current phone to TracFone which they received on 6/29/23. I was told they would send me a replacement phone within 3-5 business days. As of today I have not received a phone. After a month they asked if I would accept a different model from one I had which I said would be fine. Still no phone. After calling today told there was a delay and another 3-5 days. Well guess what when I spoke to another representative two days ago I was told it was being delivered yesterday by **** Still no phone. They said the sent me an email with tracking number two days ago but never received. So was the phone sent out or not? Why is it taking so long and why different answers each time I call? I just want my phone.
Customer Answer
Date: 08/26/2023
Phone Number this is in reference to is ************. Also ticket number is1280617911
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 25, 2023, regarding BBB Case number ******** complaint.

************** complaint states that she still did not receive her replacement phone.

Upon review, we created a warranty ticket to send a replacement phone on 6/22/2023 with reference ticket # **********. However, the shipment got delayed due to no stocks of the same phone model available in the warehouse. Thus, the ticket was updated to send a different phone model and it was shipped on 9/1/2023 based on the tracking number 1ZY870930200254060 via *** courier.

We received a response from one of the e-mails sent that her new phone is received and is now working. However, she was having problems with the attachment when sending pictures to another device.

We spoke with ************ on 9/11/2023, at ************. However, she was unable to hear us clearly and requested to be contacted on her cellphone number. We attempted to contact ************ on the same day via phone number ************ and e-mail ****************** but we have not been able to reach her. With this, we really need to speak with her directly to further assist her.

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 the Ticket Number 1282826358.

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:08/25/2023
Type:Sales and Advertising 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 8-24-23 My cell phone did not work. I went to make a call and it would not dial out and a box would appear and say (cellular network not available for voice calls) I had just bought two years of service for my phone on 6-20-23 and i had a accumulated over the years with Tracfone (****** min talk time) and (****** Texts) and i had (**** GB of data) so i call Tracfone to find out what happened. So when i called i talked with 7-diffrent people they tried all kinds of things and could not get the phone to work and they hung up on me many times. Then after many calls they finally got it to work but they took all my time i had accumulated over the years i had (0 time and 0 texts and 0 Gb of data) One lady did give me back (****-min ****-texts and 0-gb of data) so i lost all my time i had in my phone. We have been calling over and over to try to get them to return my time but they wont do it. For a company to do this to a long time customer is very wrong! They stole my time off my phone and will not return it. People need to know what kind company this is!
Customer Answer
Date: 08/30/2023
Hi i just want let you know that i did get an email from TracFone to call them at a different number and i got a pin code number to give them when i call this was on 8-29-2023. So i called and a lady answered and i gave the pin code to her she was very friendly and took time to listen to me i told her how they were working on my phone that day 8-24-2023 and somehow took all my time i accumulated on my phone over the years away. And after a while she did get my time back on my phone. So i just want to say thank you to TracFone for returning my time to my phone and working with a long time customer to make things right and i want thank the BBB for helping me with this problem.
Customer Answer
Date: 08/30/2023
Hi i just want let you know that i did get an email from TracFone to call them at a different number and i got a pin code number to give them when i call this was on 8-29-2023. So i called and a lady answered and i gave the pin code to her she was very friendly and took time to listen to me i told her how they were working on my phone that day 8-24-2023 and somehow took all my time i accumulated on my phone over the years away. And after a while she did get my time back on my phone. So i just want to say thank you to TracFone for returning my time to my phone and working with a long time customer to make things right and i want thank the BBB for helping me with this problem.
Initial Complaint
Date:08/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $30 card from tracKFone 2 days ago. put it on phone. this morning told phone cut off unless i buy another 20 dollar card to put on minutes. Called there ****** number. thay said phone will stay cut off till I buy more min. Like I said I just brought a $ 30 dollar card two days ago forUNLIMITED TALK AND TEXT AT 4gb 30 DAY PLAN. iVE CALLED 4 OF THIER NUMBERS WITH THE SAME RESULTS. fIRST CARD # ***************. sECOND CARD TODAY #***************
Business Response
Date: 08/31/2023
Dear ********************

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

Mr. *** complaint states that he received a notification in which he needs to top up his phone service with $20 because his phone was cut off. He was wondering since he just added 2 phone plan cards on his account recently.

We attempted to call Mr. **** 8/29/2023 however, we failed to reach him. On 8/30/2023, we spoke with Mr. *** about his accounts billing. Upon review, he successfully added $30 Unlimited Talk and Text, 4 GB of Data 30 day Plan and $19.99 60 Minutes 90 day Plan. As part of Tracfones policy, we authenticated the account before disclosing the accounts information. Thus, we have explained it to Mr. *** that once his $30 Unlimited Plan expires on 9/22/2023, his $19.99 60 Minute Plan will kicks in that makes his service valid up until 9/15/2026. Therefore, his accounts billing is well-provisioned. On top of our conversation, he would like to migrate his Lifeline benefits to Tracfone Wireless. We sent him the Safelink application link through SMS to proceed his application online.

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

If Mr. *** 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 1282824745.

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:08/25/2023
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.
Not sure which Tracfone to pick- Today, 8/23/23 I purchased a Tracfone and a 60 minute talk, text and web 90-day plan. After applying the card only the talk minutes shows a balance, 60 talk 0 SMS and 0 Data. I called Tracfone and s/w ****** he checked on the phone and said no that is what you bought. I said that I have been with Tracfone since 2007, the card states it is for talk, text and web. He said no. I asked to speak with a manager he said they were not allowed to transfer calls. I went to ******* and they said they have had this problem before, they can not refund the card but can refund the phone so I took the phone and the card home so I could transfer the minutes to my old phone. I s/w ******** at 5:38 pm she transferred some minutes but I noticed the totals were not adding up. Previous voice ****, sms ****, data **** GB but after the transfer at 5:43 PM the balances voice **** sms **** data 3.3 GB and I told her the totals don't add up. She said that she would have someone call me back at 6:15 pm from ************. I s/w ****, I told him what happened, he put me on hold. when he came back he wanted me to turn the phone off and back on again, then make a call so I did. I asked him to send me my balance and to my horror the balance was 330 voice 0 sms 0 data. I told him that was not correct and told him to look at the text I was sent at 5:43 pm. He said he could not see the text. But not to worry my phone is working. I asked to speak to a manager he said he could not transfer calls. I called back 7:03 pm s/w ******* told her what happened she hung up on me, I called back 7:16 pm s/w Alpha she seemed like she was going to help said she had to transfer me to another department hung up on again, I called back 7:59 s/w Gilmen (female) told her what happened she said she would transfer me but hung up on again. I NEED my ability to get security codes by text especially since the NEW data breach. I purchased 60 minutes every 90 days since 2007.
Business Response
Date: 08/29/2023
Dear **********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2023, regarding BBB Case number ******** complaint.

Ms. ********** complaint states that on 8/23/2023, she purchased a Tracfone and a plan for 60 minutes call, text and data for 90 days. After applying the card, it only shows 60 talk, 0 text and 0 data. She called and was told that this is what she bought. She asked for a manager, but representative refused to. She went back to ******** and she was told that they cannot refund the card, but they can refund for the phone, so she took the phone and the card home so she could transfer the minutes back to her old phone. However, upon processing the transfer, she has noticed that the balance was not adding up. Previous voice ****, SMS ****, data **** GB but after the transfer the balances voice **** SMS **** data 3.3 GB. She was scheduled for a callback, when someone called, she was told to reboot the phone only to find out that the remaining balance was down to 330 voice, o SMS and 0 data. She told the representative that this is not correct, but she was told not to worry since the phone is working. So, she asked for a manager, but the call cannot be transferred. So, after that she called numerous times and got disconnected every time.

Upon review, we are able to locate an account using the information provided, account is active and well provisioned. System also shows that there are calls pertaining to this issue. Furthermore, there is a ticket created for replacement dated 8/28/2023 with ticket # **********.

We spoke with ********************** today, 8/29/2023, 2:38 PM EST at phone number **********, and as per conversation, her balance has already been fixed, 8/28/2023. She added that as long as her balance will not erased again, then we will have no problem. We apologized for what happened and that this is a system error. We assured her that this will not happen again. Case is closed as balance has already been added successfully.

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

Please refer to KANA reference number ******* or Ticket Number 1282837244.
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: 08/30/2023

Complaint: 20520059

I am rejecting this response because: Due to Hurricane ******, understandably, I will not respond to complaint at this time. Since the deletion of my services on 8/24/23 I was not able to get VERY important communications that required 2FA. When all is back to as normal as can be with the weather I will respond and possibly take further action with the *** and FTC. I have to see what damage has been done to my records due to unable to provide 2FA.

Sincerely,

A *********
Business Response
Date: 09/21/2023
Dear **********************,

This is in response to the August 30, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank You for the additional comments and feedback. We apologize for any inconvenience that you encountered with our services.

A final review of the original account for the number ending with *****, confirms that minutes were restored to the line with the assistance of one of out FCC/BBB response agents.

Thank You again for bringing this to our attention. We apologize for any inconvenience.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:08/24/2023
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 desired to upgrade my cell phone from a locked ******** model to a ***** unlocked model. I wanted to transfer my cell phone number to the new phone. I called TracFone customer support on August 12 and the male technician confirmed the ***** G50 was compatible with their network. I purchased the phone. When it arrived, I verified again online that the ***** G50 phone was compatible. The system confirmed the compatibility and recommended that I purchase a SIM from TracFone. I purchased the **** I installed the TracFone SIM into the ***** phone August 24. The phone would not operate. There was ************* After many hours talking with several TracFone technicians, the phone was still not operational. The technicians did not return 3 promised scheduled return calls. Finally, I re-activated my old ******** phone with its original SIM successfully. When I checked my online account with **********************, I discovered ***** unused text messages had been STOLEN.
Business Response
Date: 08/29/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2023, regarding BBB Case number ******** complaint.

****************** processed an upgrade to a new ***** **** phone. It was verified by a representative and through our website that the **** phone was compatible and was recommended to buy a Tracfone **** SIM card. However, phone did not work and is showing no service. After how many hours of talking to several representative in an attempt to get the phone working, but still did not work. Finally, he re-activated his old phone with its original SIM card, however SMS balance did not transfer.

Upon review, we are able to locate an account using the phone number provided, and system is showing that account is active and well provisioned. Furthermore, there was an upgrade processed but were not successful due to the new phone is not working. The new phone is with AT&T SIM card. Customer decided to transfer back the service from the new phone back to the old phone, however SMS balance of **** did not transferred. Furthermore, the new **** phone has a port in ticket ********** created 8/24/2023 and is showing **** SMS, but upon checking for the balance, system is showing 0.

We spoke ******************, 8/28/2023, and as per conversation, he wanted his SMS balance from his new device back to his old device since he has already returned the new phone to where he purchases it because it is not working. Upon review, there was an upgrade done but the new phone does not work, so the customer decided to return his phone number back to his old device. However, upon transferring back, SMS balance did not transfer automatically. The new phone has a port ticket # ********** is showing **** SMS balance, we processed the replacement with ticket # ********** successfully. Advised the ****************** that since he is calling from the handset, after the call, he needs to turn off the phone and turn it back on to ensure that the balance will automatically be updated. Thus, case will be closed, as replacement has already been placed.
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 KANA reference number ******* or Ticket Number 1282769654.

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


Sincerely,

Executive Resolution Department
Business Response
Date: 08/29/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2023, regarding BBB Case number ******** complaint.

****************** processed an upgrade to a new ***** **** phone. It was verified by a representative and through our website that the **** phone was compatible and was recommended to buy a Tracfone **** SIM card. However, phone did not work and is showing no service. After how many hours of talking to several representative in an attempt to get the phone working, but still did not work. Finally, he re-activated his old phone with its original SIM card, however SMS balance did not transfer.

Upon review, we are able to locate an account using the phone number provided, and system is showing that account is active and well provisioned. Furthermore, there was an upgrade processed but were not successful due to the new phone is not working. The new phone is with AT&T SIM card. Customer decided to transfer back the service from the new phone back to the old phone, however SMS balance of **** did not transferred. Furthermore, the new **** phone has a port in ticket ********** created 8/24/2023 and is showing **** SMS, but upon checking for the balance, system is showing 0.

We spoke ******************, 8/28/2023, and as per conversation, he wanted his SMS balance from his new device back to his old device since he has already returned the new phone to where he purchases it because it is not working. Upon review, there was an upgrade done but the new phone does not work, so the customer decided to return his phone number back to his old device. However, upon transferring back, SMS balance did not transfer automatically. The new phone has a port ticket # ********** is showing **** SMS balance, we processed the replacement with ticket # ********** successfully. Advised the ****************** that since he is calling from the handset, after the call, he needs to turn off the phone and turn it back on to ensure that the balance will automatically be updated. Thus, case will be closed, as replacement has already been placed.
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 KANA reference number ******* or Ticket Number 1282769654.

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: 08/29/2023

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:08/24/2023
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.
They keep taking money for phone plans and only allowing 1 week of service. This has been going on for 2 months and they will not fix the problem. Image is showing that her next bill is due Sept 14 and the next image is showing how her phone is inactive as of Aug 23.
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 25, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she was kept paying for the phone plan that only allowing her 1 week of service. This issue has been going on for 2 months and was not fix. Her next bill is due September 14, but her phone is inactive since August 23.
Upon review, we are able to locate an account using the phone number provided, account is active and well provisioned. Furthermore, there was a 3 replacement tickets created **********, 8/24/2023, with reference # and ticket # ********** created 8/27/2023, Tracfone $15 Unlimited Talk and Text / 30 days, for *** # **********. And another ticket # ********** for replacement units. Thus, we need to speak with the customer to provide complete assistance and to attend to this matter accordingly.
We attempted to contact ****************, 8/28/2023, however call got disconnected upon pulling up the account. We attempted to call her for the 2nd time, but we were unsuccessful, we were routed to voicemail. We again attempted to contact **************** on 8/29/2023, 8/30/2023, 8/31/2023, but still we were unsuccessful, we were routed to voicemail. We can fix this issue by informing **************** that her phone was already connected and that her balance was already been adjusted.

If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to KANA reference number ******* or Ticket Number 1282774413.

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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