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.
812 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:08/24/2023
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.
My telephone ************ had 9GB of data that disappeared overnight on Sep 16.The data could not have been used because the phone was only at home, on wi-fi, and data was turned off.After spending more than 10 hours on the phone with Tracfone over a 6-day period and speaking to at least 12 agents, several of which promised resolution within 24 hours, no resolution has been made - the phone still has 0 GB, even after ***** (agent ID ******* said he loaded 2 GB on Friday to be used while the other 9 GB could be resolved.We have been tracfone customers for about 3 years and never had any problem before, Our monthly bills are paid on auto-pay and have never been late.We need to have full use of our phone, and it has not worked properly for 7 days now. ******* has confirmed that the phone is in proper working order. The problem, as reported on the Tracfone app, is that no data is in the account.
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 24, 2023,regarding BBB Case number ******** complaint.

Mr. *********** complaint states that he is having concern about his mobile data that the 9GB was disappeared. After speaking with the representative and still got no help.

We speak with ************************, August 28, 2023 at **********. As per conversation, he already got help with the representative yesterday and make his mobile data restored.

Upon review, the account is well provisioned to our system. The mobile data was being updated on 8/27/2023 and mobile data service were reflected 9GB. The usage were reflected to the account which means that the phone is now properly working.

We apologize for what happen to his mobile data service, there *** be interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

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

Please refer to Ticket Number 1282774380.

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: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.
On 8/19/23, I added 30 days of service for $20. When I tried to buy the 30 days of service online, an error came up on the website saying that the payment hadn't processed.I tried it a few more times, but the error kept coming up. I called Tracfone Wireless on 8/19/23 to provide them with my credit card since the website wasn't working.It turns out that the error message was misleading because the 4 tries that I made actually process and was charged to my credit card.I called Tracfone on 8/20/23 to get the 4 of the 5 charges removed. They processed the refunds for $20 each, a total of an $80 refund.However, my credit card was charged $22.25 each time, a total of $89.When I noticed Tracfone had overcharged me $9, I called three times on 8/24/23. All 3 times the operators hung up on **** need a $9 credit to my card to close this issue out.Thank you.
Business Response
Date: 09/06/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 24, 2023, regarding BBB Case number ******** complaint.

********************, complaint states that she was charged the total amount of $89 from her credit card. She already received the refund with the amount of $80 however, there were still $9 remaining balance.

As per investigation, phone number provided is active in our system and provisioned. Record shows that there are 4 charges that was deducted with the amount of $22.25 on 08/17/2023, on the same date and refund has been process with the amount of $80 however the total amount that was charged is $89 with this reference merchant number: **********, **********, **********, 1699751636.Therefore, we need to refund the remaining $9 to the customer. We try to process the refund of the remaining $9 from the account but there is no option to process the refund again. We need to inform customer that this issue needs to be escalated. It is best to speak with the customer for further assistance and to provide information.

******************** was contacted via phone number ************ and e-mail were sent to ****************** on 08/28/2023, but we have not been able to reach her.
In addition, we received an email response from ********************, on 08/28/2023 and 08/29/2023, she provided a call back phone number and she mentioned that, she received a spam calls but nothing from tracfone and she also requested to process her refund.
******************** was contacted again via phone number ************ and ********** that she provided but failed to reach her. We received another e-mail response from her on 08/30/2023 and 08/31/2023, stating that tried to call the hotline number provided but unsuccessful, and she asked the time frame to call back.
Furthermore, on 08/02/2023, we have the escalation response regarding with the refund request. We need to inform ******************** that refund will not be granted since refund was already processed. We can provide another option to her, we can extend the service days of her account. We contacted again ********************, on 08/02/2023 and 08/05/2023 but we have not been able to reach her. ******************** has not responded to the e-mails we sent as well. We are still waiting to hear it from her.

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 1282776593.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/23/2023
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.
Date of transaction: 6-23-2023 Amount: ***** Keep your own **** kit. Tried to activate from ******* to Straight Talk wireless phone service This product as advertised in stores, Tv and straight talk website did not work due to customer service people that did know what they were doing and a glitchy website. Many of the people I talked to could not speak English very well. The last person I talked to said to return the product to the return address label which I did requesting a refund for the minutes unused.Order # ********* and Order # ********* I have attached copies of the letter, order, tracking, etc
Business Response
Date: 09/01/2023
Dear ***********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased 2 *** card kits with service plans. Upon contacting customer support to activate them, your services were not functioning; therefore, you return the packages in order to get a refund. After waiting for more than 30 days, you have not get the money refunded.
We checked your Straight Talk Wireless account and we found the 2 lines that you were trying to activate on 06/23/2023. For the **** ending in ************************************* your number; however, the process was canceled that day as per your request. Please refer to the ticket # **********. Also, for the **** ending in ****, you started the process to port in another number; however, this process was cancel as well on 06/23/2023 as per your request.
We have contacted you on 08/29/2023 to the phone number ************; we discussed the possibility of transferring the services to another Straight Talk account. You agreed to send the information for the return of the *** cards. They were received to ********** **, on 06/30/2023 as per **** ********************** tracking number.
On 08/30/2023 we called you back and you decided to transfer the services to the phone number ending in ****, which we did as per ticket # **********.
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 1282765368. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 09/01/2023

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:08/23/2023
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 received a free TracFone, but it was destroyed by a virus(AvastOne)which I downloaded and the app rendered the phone inoperable. On 8/12/2023, I called TracFone(Safelink) @ **************. I spoke to several technicians who could not help cure the phone and was hung up on several times. I finally got a technician who told me they could not fix the phone; that they would send out a replacement phone to my shipping address(PO Box 471, ****** **, *****), and that I would receive my replacement phone within 3 to 5 business days. The rep ******** my shipping address with me which is: PO Box 471, ********* *****. My physical address is **************************************( this is a rural address, and not able to receive mail, which I clearly explained to the rep and asked her to please ship the phone to PO Box 471, ******, ** *****. I have still not received the replacement phone. I called TracFone #************** today(8/23/2023) and spoke with *****(hung up on me) ******(hung up on me)*****(hung up on me). I asked the final ********* do y'all keep hanging up on me? " She stated that it is not the reps hanging up but the phones are set to hang up on the customers if there are too many calls holding; I asked "Even if we are in the middle of a conversation", and she said "Yes." That practice is very, very poor customer service. To resolve my issue, please ship my replacement TracFone to: *******************************, PO Box 471, ******, ** *****. Thank You for your time and consideration concerning this matter.
Business Response
Date: 09/06/2023
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2023, regarding BBB case # ******** complaint.
Your complaint states that you received a free Tracfone phone from the Safelink Program, but it was destroyed by a virus that you downloaded. You called on 08/12/2023 to customer service to get the phone fix without success, and you were advised that a new replacement phone will be send to you in 3 to 5 business days. Your shipping address was verified; however, you have not received the new replacement phone yet.
We checked your account and we found the ticket No. ********** created on 08/11/2023 to replace your defective phone; however, the shipment of the phone could not be processed because of missing information on your address.
As per our records, on 08/28/2023 you contacted customer service, the replacement phone ticket was updated with the correct address, and you were advised to wait 3-5 business days up to 10 days to receive the new phone. The phone was successfully shipped out with the tracking No. 1Z7X28F00242595991 from **** with an estimated delivery date of 09/06/2023.
In reviewing your account, we verified you applied for the Lifeline and the Affordable Connectivity Program (ACP) on 02/25/2023 and you were enrolled on 03/14/2023. Transaction records show that the benefits are already attached to the new phone that you will receive.
We have attempted to reach you multiple times via phone ********** and via email **************************** on 08/25/2023, 08/27/2023, 08/28/2023, 08/30/2023 and 09/03/2023, however, you have failed to respond our emails. We will continue making a follow up by contacting you, till our records show the phone was successfully delivered to your address, and also to help you to activate the new phone.
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 1282635417. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 09/13/2023

Complaint: 20513708

I am rejecting this response because: I have still not received my replacement TracFone from this company. *********** listed a *** tracking# in response to my complaint stating that I should receive my replacement phone on 9/6/2023 and as of today (9/13/2023), I have still not received the phone. I went online on the *** website and entered the tracking# in order to locate the phone and received a message that the address was undeliverable. I then called the company phone# listed in my email @ *********************. I spoke to a ***** he pronounced his name as (*******)? This person has such a nasty attitude and need to be fired, he flat out refused to help me. I gave him the phone # that I was calling about and told him my complaint. (*******) then told me that he has nothing in the system on my account. I told him that I have a pending BBB complaint and he said nothing was coming up for him and unless I have another number?????? he can't help me. This man had such a nasty attitude, I informed him that I would be including his name in my complaint; he attempted to spell his name for me. People with bad attitudes do not need to work in customer service. This company has the worst customer service that I have experienced in all of my entire life.
Thank you for your time and consideration concerning this very important matter.

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.
The system indicates that your replacement device has been delivered to you via *** concerning warranty exchange ticket number ********** with tracking number 1Z7X28F00242595991 delivered on September 21,2023.
Your replacement device is now active for the phone number ending in **** with a service end date of 09/09/2024.
For any assistance you may reach me directly. My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Safelink Wireless.

Sincerely,

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

Complaint: 20513708

I am rejecting this response because: After all of this time, as of today, 9/25/23, I have still not received my replacement Tracfone. Would someone please just mail the phone to *******************************, P O Box 471, ******, ** 71486(regular mail.) The tracking# that the company gave in their response; I tracked the number thru *** and the results came back, package not delivered, it was left somewhere in *******, TN. I have not received 1 phone call from this company within the past 3 weeks and never received an email. So, when they tell you they have tried to reach out to me multiple times, via phone calls and emails, that is a lie. Please, I would love to see 1 email from this company reaching out to my email address(****************************). And they stated that they have reached out to me at phone number ending in ****, which is not my phone number. My phone# is ************. Please would someone track the tracking# thru *** and you will see that the package was not delivered to my address per *** tracking website. Thank you for your time and consideration concerning this matter.

Sincerely,

*******************************
Business Response
Date: 10/03/2023
Dear *******************************,

The system indicates that your replacement device has been sent to you via *** concerning warranty exchange ticket number ********** with tracking number 1Z7X28F00242595991 but delivered back to our facility delivered on September 21, 2023.
We have reprocessed a replacement device on October 3, 2023, please allow 3 to 5 business days for delivery.
For any assistance you may reach me directly. My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless
BBB Specialist
Customer Answer
Date: 10/10/2023
On 10/10/2023, I received my replacement Tracfone however it was not activated and would not allow me to activate it. I called Tracfone and Safelink(service provider) and was told that my service had been cancelled and that I would need to reapply for that phone service and allow 72 hours and try again to activate the phone, so I reapplied and will allow 72 hours and will try to activate the phone again. Thank you for your time and consideration concerning this matter.
Customer Answer
Date: 10/30/2023

Complaint: 20513708

Tracfone Wireless Inc./Safelink Wireless, Enrollment#*********#, IMEI#***************. I received a replacement phone almost with no phone service after calling both offices for assistance, th representative told me that I had to recertify(Why, I don't know). She took the recertification application over the phone and told me that I do qualify for phone service thru Safelink and allow 24 hours for phone service to be activated. That happened about 3 weeks ago and I still do not have any service on the phone, the phone# is ************. I have called into both offices several times and no one can help me, all I get is transferred around the office and hung up on. Thank you for your time and consideration concerning this matter.
I need Safelink Wireless to complete the recertification for my phone service and add my benefits to my phone.its to my phone.

Sincerely,

*******************************
Business Response
Date: 11/01/2023
Dear *******************************,

An attempt has been made to you via phone to the phone number ending in **** and left yo a voicemail.
To have this matter resolved as per security purposes we will need to authenticate your account information to process your activation with your replacement.

The system indicates that your replacement device has been sent to you via *** concerning warranty exchange ticket number ********** with tracking number 1Z7X28F00242595991 but delivered back to our facility on September 21, 2023.

We have reprocessed a replacement device on October 3, 2023 with warranty exchange ticket number **********.

For any assistance you may reach me directly via email at **************************** hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless
BBB Specialist
Customer Answer
Date: 11/01/2023

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:08/23/2023
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 August 15, 2023 I purchased a new cell phone (TCL 4X 5G T601DL) from Tracfone/Safelink (over the telephone, not via website) for $79.49. When I ordered the phone I was told I would receive a confirmation email with the receipt, which I never received. I called back 1-2 days later & was told the receipt would be in the box with the phone. I received the phone on August 19, but there was no receipt in the box. Nothing to confirm whether this was a new or used phone (I was told it was new), nothing to provide warranty information, or price paid was in the box. I called back and was told, first, that a receipt would be mailed to me, then that it would be sent *** within 3 business days. Today's the 3rd day and no upcoming shipment from *** is scheduled. I called back and was told there is no way to generate another receipt. That makes no sense to me. How is it that there is no record of this purchase or any way to confirm that this is actually a new phone? The phone came in a UM3481 battery box, not in a phone box, so I am leery that it's even a new phone. I have nothing in writing that verifies it is a new phone and am being told that I won't get anything in writing to that effect, either. All this evasiveness seems very fishy to me. I just want a receipt for the phone I paid for! I want something in writing that confirms proof of purchase - the price paid, the model purchased, that it is a NEW phone (and not refurbished), and warranty information/guarantee. This is normal information given to anyone who purchases a new phone! The fact that Tracfone/Safelink is trying to tell me they can't send a duplicate receipt is incomprehensible. I've had the same email address for 20 yrs or so, and Tracfone/Safelink has had the same email for me for the past 10 or more years now. There's no excuse, other than the email was never sent or it was sent incorrectly, to the wrong email. I just want my receipt!
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 08/27/23, regarding BBB case number ******** complaint.

Your complaint states that you purchased a new phone on 08/15/23 and you were told that you would receive an email confirmation with the receipt which you never received. The phone was delivered on 08/19/23 and the receipt was not in the box so, you called to get it and you were told that there was no way for you to receive a receipt of her purchase. As the phone was delivered in a battery box and not in a phone box you want in writing something that states whether the phone is new or not, warranty information and proof of purchase.

We checked the account and found the migration ticket ********** related with the order ID ********* which shows that a new phone was purchased on 08/15/23 and was delivered on 08/19/23 per *** tracking 1ZY902R60224964164. We escalated the case to our highest technical department to check if we could provide another confirmation email but, it was not possible because the system does that automatically.

We spoke with you via phone at ************ on 09/01/23 and we informed you that you can see the purchase confirmation on the website using the order number and the email. In addition, you asked on how you can transfer your information from one phone to the other and we sent you an email with the instructions.

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 1282736175.

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

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:08/23/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used StraightTalk for years, (with a brief interruption). I pay through autopay so my account has never been late. I went to ****** on August 12 to August 20. I didn't use text or calls while in ******. On my return, I tried to text and call and had no service. I contacted the company five times using my daughter's phone and/or the chat feature via internet. Each time I was given different information. The latest has something to do with the sim card being used in my previous phone. I have used this sim card in this same phone since August, 2022. I'm told I can drive to ******* and buy a new sim card. I won't do that that because they simply cannot explain in normal verbiage why I now need to spend yet more money. I shouldn't have to buy another card. I decided to transfer my service to ******* as StraightTalk wasn't providing me with answers and I still have no cell service. I am elderly and I live alone and this company arbitrarily cut off my service with no warning and no reasonable explanation. They are refusing to reconnect or to allow me to transfer to a more reliable service. They are refusing to send me a transfer pin code. They will send it to my phone, BUT, I can't receive texts or calls because they cut off my service. I asked them to send the transfer pin to my email. They refused. (But, in order to verify me initially, they sent the code to my email, so this refusal to send the transfer code to email makes no sense).I'm in a loop and they refuse to do anything. I've asked to speak to a supervisor. Refused. I asked for instructions on how to receive a copy of the chats. Refused. I asked to be in touch using zoom or internet calls. Refused. I want StraightTalk to send a transfer pin to my email immediately.I want a written explanation of exactly why they left me stranded with no service.
Business Response
Date: 09/06/2023
Dear, ***************************

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated August 23, 2023, regarding BBB case # ******** complaint.

Your complaint states that you went to ****** on August 12, 2023 and when you came back to ******* your service was not working; therefore, you contacted customer to solve the service interruption; nonetheless, after multiples troubleshooting steps you decided to request the Transfer pin to transfer your service to another provider but your request was denied.

In reviewing your Total by ******* account, we found that it was suspended. Records indicate that you requested the account deactivation on 08/24/2023; consequently, all services were deactivated the same day.

Please note that, in order to request the Number Transfer Pin (NTP) the account must be active; therefore, we decided to reactive the account since there were still days of service left before deactivating the account. It is imperative to speak with you to provide you with the required assistance.

We attempted to reach you multiple times via phone at ************ and email was sent to ******************** on 08/26/2023, 08/28/2023 and on 08/31/2023; however, we were unable to speak with you; nonetheless, you replied to one of our emails on 08/31/2023 and you provided the following contact number *************).

We attempted to reach you via phone at ************ and email was sent to ******************** on 09/01/2023 with no success.

We successfully spoke with you via phone at ************ on 09/05/2023 you were able to confirm that a NTP was already provided to you but this one did not work, we then explain that you can contact our portability department using the toll-free number ************** and Ext. ****** to generate a new NTP.

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 1282667480.

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

Thank you for choosing Straight Talk Wireless.

Sincerely,

Straight Talk Inc.
Customer Answer
Date: 09/09/2023
Your complaint states that you went to ****** on August 12,2023 and when you came back to ******* your service was not working; therefore,you contacted customer to solve the service interruption; nonetheless, after multiples troubleshooting steps you decided to request the Transfer pin to transfer your service to another provider but your request was denied.

In reviewing your Total by ******* account, we found that it was suspended.

"What is Total by *******? This is a Straight Talk account. I switched to ******* when Straight Talk disconnected me around August 12 and since then has refused to give me a transfer code to regain my original phone number.

September 6, after dealing with this since August 20, 17 long days, I talked to someone at ************. He carefully explained why my service no longer worked. 17 days, countless calls, chats, emails, I finally know.

Records indicate that you requested the account deactivation on 08/24/2023; consequently, all services were deactivated the same day.

I DID NOT request that my account be suspended. I allowed autofill to pay on August 15.days after I realized StraightTalk had disconnected me. I was in ****** and decided I would contact StraightTalk on my return. It never occurred to me it would take weeks to resolve.

I wanted my original phone number back. StraightTalk representatives refused again and again. They each reported prior to 8-24-2023 and every time Ive spoken with anyone that:
The transfer code cannot be given to me unless I BUY a new SIM card.
The code cannot be given to me unless I activate a second line in StraightTalk
The code CANNOT be given to my daughters phone, to my alternate cell phone, to my email OR on the phone.

Please note that, in order to request the Number Transfer Pin (NTP) the account must be active; therefore, we decided to reactive the account since there were still days of service left before deactivating the account. It is imperative to speak with you to provide you with the required assistance.

You did NOT reactivate the line. Ive checked on multiple days and this account has remained active, with one line. It SHOULD remain active because I paid for it to be active with autopay on August 15, 2023.

We attempted to reach you multiple times via phone at ************ and email was sent to ******************** on 08/26/2023,08/28/2023 and on 08/31/2023; however, we were unable to speak with you;nonetheless, you replied to one of our emails on 08/31/2023 and you provided the following contact number *************).

If you would have reviewed my case, you would have known from August 12, 2023 that the ************ number was disconnected by YOU on August 12, 2023 and could not send or receive texts or calls.

I can provide screen shots of emails I gave you my alternative number.
By the way, on August 20, when I returned from ******, I gave you ************, (my daughters phone). Your attempt to discredit me by claiming you couldnt reach me is erroneous and offensive.

We attempted to reach you via phone at ************ and email was sent to ******************** on 09/01/2023 with no success.

Of the 8 calls I can see on my NEW phone number, (again, that I was forced to acquire after you disconnected me), I didnt answer ONE call. So, your multiple times of trying to contact me must have been on the original phone number you disconnected and obviously didnt look up in my records to know that.

We successfully spoke with you via phone at ************ on 09/05/2023 you were able to confirm that a NTP was already provided to you but this one did not work, we then explain that you can contact our portability department using the toll-free number ************** and Ext. ****** to generate a new NTP.

The representative at both of my attempts to *********************** have told me they can only text the transfer code to my original number which YOU disconnected. These reps also dont have solutions.

You successfully spoke with me on the new phone number on:
August 28
August 29
August 30
August 31
September 3

You also spoke with me several times on my daughters phone between August 20 and August 24. Again,you may have tried to call me on these dates but YOU had cut off my service and didnt take the time to review my account to know that.

You have sent me to the following numbers, and each time, no one seems to know what I need.
************
************
************
************
************

In an email Sept 6
************ he was very helpful, but couldnt get my phone to work. He set up another call from
************
They could not give me a transfer pin so she gave me these numbers:
************ (which is the same number Ive tried several times)
And
************ which she describes as a billing number. I paid in full every month through autofill.

So, eight numbers so far.

If you still require assistance, you can contact an agent at 1-************ Ext. ****; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

I called this number and spent two hours working through these problems. I received a transfer pin on September 8. ******* ported my number on September 9, 2023.

This process took 28 days to resolve.
Customer Answer
Date: 09/09/2023

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:08/23/2023
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.
Tracphone/Straight Talk wireless locked the sim to their carrier illegally on a i phone that was purchased outright and brought over from a different carrier. Instead of just unlocking the phone they have been giving me the run around. They said it would take 72 hours, then after 72 hours, they now claim another ***** hours more. I have contacted the ** Attorney Generals (**) office and filed a complaint and them. The ** said that they can file a complaint against the company with the *** on my behalf, which I am going to have them do now. I even contacted their cooperate office and ask to speak to the legal department to try and get them to do what was right before having the ** file the complaint with the ***. The operator hung up on me when I ask for legal. The company does not care about their customers or even fear a states Attorney General or being fined by the ***.
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 23, 2023regarding BBB Case number ******** complaint.

**************** complaint states that he is having concern about his device that he wants to get unlock. Instead of unlocking the device the customer was given a run around and would not help.

We received a call to **************, August 30, 2023 at **********. As per conversation, he mention that the device were now unlock after 6 days. Also he want to confirm that the device was purchased to other provider and it should not be lock. We make and apologize for the inconvenience that the device were being lock. We educated him that if the device were Bring your own phone (BYOP) it will be automatically unlock and there maybe error that occurs to his account.

In reviewing, the account was locked to our system as he activate the device in TracFone. In the system it will be automatically unlock since it is a Bring your own phone (BYOP), but we need to get a request for the process. We apologize to the delayed may cause and the unlocking request will take ***** hours of process.

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 1282632667.

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:08/23/2023
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've been a TracFone customer for about five years and purchased a new Android phone from them on 08/07/2023, but I couldn't get it to work with the apps I need. I contacted them and requested a refund. They sent me instructions on how to return. I packed it up and went to *** to return. I have the proof of delivery for the shipment stating it was Shipped / Billed On 08/11/2023, and Delivered On 08/15/2023 at 9:35 am. It was Delivered To *********, **, **, and Received By *******. I also have the Tracking Number. I have not received a refund. I contacted TracFone on 08/22/2023 and spoke to several people. They wanted the Mastercard number that I bought the phone with. I explained to them that I recently had to deleted that card as it was compromised (someone stole my information and made two purchases. I was able to get that money refunded to me from that company. I also placed a security freeze with the three major credit bureaus). TracFone stated they could not find me without the card number. I don't remember the card number, only the last four digits. TracFone stated they could not find me by my address, my account, or the last four digits of my old card, only the full number of the old Mastercard will do. Then TracFone requested my new Mastercard number, which I was hesitant to do, but did. I still have not gotten my refund of $69.17.
Customer Answer
Date: 08/30/2023
I've been contacted by Tracfone several times asking for the same information I gave them over the phone previously. I sent three attachments: their email with the directions to return; the drop off package at *** receipt; and a screen shot of the tracking and receipt of the phone. I told them I no longer have the order number and the **** number as that went back with the phone. They keep sending me the same message asking over and over.
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 he did not get the refund requested for $69.17 on the phones that was return back to Tracfone.

Upon review, account is no longer associated to the network. Customer did not add a service card before the service end date ends. As per check, a ticket# ********** was created for Sales Support Miami Escalation / Product Return No Refund. It informs that we need to ask the customer the information like Order Number, PO Number and ESN that was sent back to warehouse. Once we have those information, we can then create a new ticket. This is because the ticket that was created was not detailed and the Refund Analyst was unable to work on this.

However, Products purchased from our websites have ************************************************************************************** a refund, and the return instructions must be followed that came with the phone and pay the shipping cost to send it back to us. Airtime minutes and service plans are non-refundable but can be transferred to another device.

Once, we have those detailed information, we can then create a ticket for the refund. Then the refund analyst will work to check if this will be eligible for the refund.

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 1282722103.

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: 20510612

I am rejecting this response because:
Tracfone has sent the same exact email from the same person at least 4/5 times and I have responded to that email with all the information I have. I have also spoke to them on the phone. It appears it does not matter what I say I just receive the same email back. I've attached the last three documents I sent to Tracfone previously.

On August 30, 2023, my wife sent an email with the attached three attachments stating: "There are three attachments: Straight Talk ************ Shipping Instructions via email from tracfone; Drop Off Package Receipt; and a screen shot of the tracking number through *** showing it was sent and delivered. This is all the information that ****** has. The tracking number of the phone that was returned, Order number and the **** number or also known as the serial number of the phone, was all given to ********************** over the phone. The instructions he received to print the return label were horrible and he was not able to print out from your email. *** did it and had a hard time trying to figure it out also. Clearly, this company has received the phone and they are trying to not give him a refund.".

Sincerely,

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

We are currently reviewing this matter and will provide you with an update.

For any questions you may contact me directly.

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: 09/22/2023
Dear ***********************,

On September 22, 2023, we issued you credit for the amount of $69.17 concerning returned order number 109384958.
Allow 3 to 5 business days to receive your credit back to your account.

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

Thank you for choosing TracFone Wireless.

Sincerely,

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

Customer Answer
Date: 09/27/2023

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:08/23/2023
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.
On Saturday, August 19th, I placed an order for a new phone, and prepaid month of service through the Tracfone website. I received the phone on Monday, August 21st, and proceeded to attempt to activate the phone. The phone would not activate. I thought there might be a billing issue, and on Tuesday, August 22nd, I proceeded to purchase another months worth of prepaid service. The phone still does not work. I have contacted Tracfones customer service several times, to which they were no help. I am losing days on my prepaid service, and have spent $97.31 on the phone, and two months of prepaid service, for a phone that will not work, and they are providing no help, nor are they offering a refund for days I am unable to use the phone, and they are not offering a replacement. I am left with nearly $100 spent, and no resolution.
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 23, 2023, regarding BBB case # ******** complaint.

Your complaint states that you ordered a phone and service plan on August 19th, you successfully received it on August 21st and tried to activate it; however, the phone did not receive the network. As a resolution, you purchased another service plan and add it to the line; nonetheless, the results were the same, you have called customer support several times, but they did not provide you the required assistance. Therefore, you requested a refund.

We checked the account and based on the usage records we reviewed; it does not appear that any service interruptions occurred, and it indicates that the device was functioning properly during that time period.

Please know that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

In addition, in order to determine if the line presents any types of interruptions, would be necessary to talk directly with you and discuss this matter.

We attempted to reach you via phone at ************ and email was sent to ******************** on 08/26/2023, 08/28/2023, 08/29/2023, 08/30/2023 and 09/02/2023; 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 Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:08/22/2023
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.
The service I pay for isn't being rendered and Tracfone has failed to fix the issue in a reasonable time frame.
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 23, 2023, regarding BBB Case number ******** complaint.

**************** complaint states that he purchase a service plan however it was not added since phone is not working.

In reviewing **************** account, our records show that account is active and provisioned in the system. The device is supported with the current network and usage shows that account is successfully used. However, within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with **************** on 8/24/2023 via phone number ********** as per review, account is not provisioned in the system. The *** showing in the system is different since **************** inserted the old sim card to the new phone. We advice that he need to switch the sim card back to the old phone however, **************** is calling from the phone. Thus, we scheduled a call back.

We apologize for the recent issues that **************** *** have experienced with his Tacfone Wireless services. With this we need to speak with the customer from another line so we could provide trouble shooting step and the same time authenticate the account for security purposes.

Trafone 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.

Attempt were made to contact **************** via email address *********************** on 8/24/2023, 8/25/2023, 8/30/2023, 9/1/2023 and 9/7/2023 but did not respond in our email. We did not make an attempt to contact via phone number ********** since he mention that phone service is not working. Furthermore, we attempted to contact **************** to check if phone working after switching back the old sim card. We are still waiting on his 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.

Please refer to Ticket Number 1282506273.

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


Sincerely,

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

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