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

3,476 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:08/22/2023
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.
Hi, I have been a straight-talk customer for 3 years and recently purchased a replacement phone that did not activate properly when I went to transfer service. I go back and forth with chat customer service for a few days.They say that I cannot verify my account, HOWEVER, This is no fault of my own as I gave them literally every phone number I have dialed in the last 6 months and they said it wasn't valid. This is simply untrue and obviously, a system error on your end if I didn't only give you the most frequently dialed numbers, I gave them every number I have called. Tell me how that is my fault??? Please tell me. I'll wait. I didn't know it was acting faulty for about a week after trying to activate it. This has cost me job opportunities and medical care as I cannot maintain or make appointments without a phone. my bank and 401k. after getting nowhere for a few days now.This brings me to today 8/22/23. This one is a doozy. 1. I call tech support to try to get it fixed 2. He SUCCESSFULLY verifies my account with the last two most frequently dialed numbers.3. He says there was a problem activating it from a week prior 4. Next he says that I have to be transferred to someone else for a callback to get it fixed 5. I receive a callback from a lady who tries to verify my account using the same exact info that just worked with the tech support guy minutes prior. 6. She says that the info is coming up as invalid. HUH??? I say. it just worked 3 minutes ago.7. I tell her that I was just successfully verified using that exact info just minutes earlier 8. She asks "Then why did he transfer you to me, HE COULD HAVE HELPED YOU. 9. I still have no phone or service and won't just be silenced. So, now, I am $120 deep into this, money I do not have because I cannot get a job without a working phone through absolutely NO FAULT OF MY OWN. This is an error on their end and now I have to change phone providers and lose everything on my phone most likely.
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 07/27/2023, regarding BBB case # ******** complaint.
Your complaint states that you were unable to transfer your line to a new device recently purchased given that you were not able to authenticate the security questions on your account. Due to the impasses, you request a reimbursement of the time lost.
In reviewing your Straight Talk account, it is no longer active with our services. System records confirmed that the line was deactivated on 08/24/2023, the last IMEI linked to the line ends with ****; however, this IMEI is registered as returned to a store.
Be advised that Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. In addition, as per our company policy, unused services are not eligible for refund and we do not issue monetary compensations.
We attempted to reach you multiple times via phone at ************ and email was sent to ******************* on 08/25/2023, 08/27/2023, 08/28/2023, 08/29/2023 and 09/03/2023; however, we were unable to speak with you and despite you answered to one of our emails; we were unable to address the service malfunction.
We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.

Customer Answer
Date: 09/06/2023

Complaint: 20508896

I am rejecting this response because: You couldn't get a hold of me at ************ because that was the number I had to lose because of your companies incompetency. You say in the response that you see the phone was returned yet don't put 2 and 2 together that if said phone was returned then maybe, just maybe I don't have access to that number and I don't live near people who's phone's I can use. Not everyone has this ability.. this has been a nightmare..

Sincerely,

***********************
Business Response
Date: 09/18/2023

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 in **** but unsuccessful in reaching you.

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

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

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.

BBB Specialist
Business Response
Date: 09/19/2023
From the BUSINESS:

Sent 9/18/2023 1:36:38 PM

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 in **** but unsuccessful in reaching you.

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

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

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.

BBB Specialist
Initial Complaint
Date:08/22/2023
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.
2/12/23, have receipt where I bought phone. The phone number on the first phone I was given had already been used, and I kept getting other peoples messages. I took this phone back to ******* and told them of the problem and asked for a phone number that had NOT been used before. I ended up with the very SAME problem; I had bought a Trac phone because I am NOT a user (I am 80 yrs old) of the new high-powered phones, just cannot grasp). I only need phone to carry when I am out alone and might need help. What have is a phone I paid for, then paid for card minutes, and I am getting calls that don't belong to me and are using up my minutes. When I called the company on the enclosed instructions to complain, I was told there was NO ONE/SUPERVISOR/MANAGER that I could talk to: ***************). I am totally frustrated. Just want a plain ole phone that no one else has EVER USED THE NUMBER!
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 number ******** complaint.

Ms. ******* complaint states that the phone number she had is already been used and she kept on getting other peoples messages. She took the phone back to ******* to ask for a phone number that has not been used but still encounter the same problem.

As per our investigation, we pull up Ms. ******* account. We check the transaction history with transaction ID number ********** states that Ms. ******* requested to change her phone number.

We spoke Ms. ******* on 8/28/2023 at phone number ********** at 11:54 AM EST. We provided Ms. ******* the resolution that we can do like changing her phone number and we provide her the disclaimer that we can only change the phone number four times a month. We process the MIN change and since customer wanted to know what her new phone number is, we told her that for security reason we cannot provide her the phone number verbally. Thus, we provide her the option to check her phone number thru phone settings, text the word PHONE to ****** or call her relatives and ask them the phone number on their screen when she called them.

Since Ms. ******* is not a techy person, she suggested to contact her granddaughter first using the number ********** so that her granddaughter will answer the call on her cellphone. And suggest to call her again the following days.

We attempted to reach Ms. ******* multiple times via phone ********** and email ************************* on 8/29/2023, 8/30/2023, 8/31/2023 and 9/05/2023 but we were unsuccessful. Thus, we need to speak with Ms. ******* for her to be further assisted.

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

Please refer to ticket number 1282773763.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a phone insured for defects and or damage, I was told to send it in to **************************. This was in the last week of July. I called about 6 times, they kept telling me my phone would arrive in 3 to 5 days, it has yet to get here, the warehouse manager kept telling me that it was shipped, on two different occasions. I have cardiac issues, and I need my phone **** , so after 5 days I ended up getting another phone. So basically I paid for a warranty for nothing. Lucky for me I didn't have any emergency issues. This is the only tracking number I have from them, **********
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 22, 2023regarding BBB Case number ******** complaint.

**************** complaint ****** that he did not receive the replacement phone. It was from the last week of July that **************** kept on calling our customer service to get updated about its whereabouts. However, he got information with no success.

We attempted to call **************** on 8/23/2023, 8/24/2023, 8/25/2023, 8/28/2023, and 8/31/2023 but we failed to reach him and routed to leave a voicemail.

Upon review, the Warranty Exchange Ticket was created 5/20/2023. The phone was successfully returned back to our warehouse. It was received from 7/21/2023. It goes to show that the model of the phone to be shipped was cancelled, what this means is that the phone is out of stack. As a result, if we could be able to get hold with ****************, we could discuss to him further in sending him a comparable phone.

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

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 1282507594.

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


Sincerely,

Executive *********************
Initial Complaint
Date:08/22/2023
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.
I am on disability and have had a phone with unlimited minutes from the government through both Life line and Safelink. ******* took over both of these companies and now is demanding that I buy H3230343833**34**3337H cards in order to have a phone. I have seizures and I have to have a phone with me at all times. The phone service I had previously was absolutely free. Since I am on disability, I can&#**;t afford to pay for these H3230343833**34**3337H cards.
Business Response
Date: 08/18/2023
August 18, 2023

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: *****************************
Complaint Number: 20477617

Dear Ms. ************************* you for contacting *************** of ********* Relations regarding ********************************* compliant. In her/his complaint, received on August 18, 2023, ***************************** states that she has been using a phone with Unlimited minutes from the government through Lifeline and Safelink. ****************** states that ******* has taken over both companies and is requiring her to purchase prepaid cards to have the services, which were previously free. ****************** is requesting the services be restored for free as it was previously.

Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward ********************************* complaint to the appropriate ******* Team.

Email: **************************************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

Jamar

********* Relations Analyst
Business Response
Date: 08/25/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that she was on disability and have a phone with unlimited plan from government through Safelink. ******* took over the company and demanding her to buy a prepaid card in order to have a phone. She has seizures and should have the phone with her at all times. She has a free phone service since she is on disability, and she cannot afford to pay for the prepaid cards.

Upon review, we are able to locate an account using the provided phone number, account is active. However, system is showing that there was a red flash for ******* migration on her account, which means that customer needed to change her *** card in order to continue her service, and we are offering her the *** card for free. As per records, customer applied for lifeline 7/19/2021, and was approved 7/23/2023. She applied for ACP 8/11/2023 and was still on qualified status, due to plan change (upgrade). Benefits include ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data.

We spoke with ******************, 8/24/2023, and as per conversation, I informed her that there is a migration flash in her account, and we will send her a free VoLTE ******* *** to continue her service since we are already under *******. However, ****************** refused to accept the offer, she do not want to switch to *******, she wanted to keep her *** card as well as her phone and everything. She added that she have already spoken to her lawyer and she was told that she do not need to switch to *******. Thus, case will be closed as customer refused to be assisted anymore.

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 1282508251.

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:08/22/2023
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.
******* BOUGHT TRACFONE WHILE INCLUDES SAFELINK..******* VIA TRACFONE HAS TRIED EVERYTHING THEY CAN THINK OF TO GET RID OF SAFELINK BY HARASSING CUSTOMERS, NOT PROVIDING SERVICE AND GENERALLY ABUSING CUSTOMERS. THIS IS WELL KNOWN. MY ***** IS NOT WORKING...I SPENT OVER 3 HRS ON WITH AGENTS TO NO AVAIL. EITHER THEY DISCONNECT ME AND I HAVE TO START FROM SCRATCH, OR THEY GIVE INSTRUCTIONS THAT DO NOT WORK OR THEY SAY...YOU WILL GET A CALL BACK IN ONE HOUR AND WHEN THAT CALL COMES IN IT SAYS, OFFICE CLOSED/TRY AGAIN TOMORROW. MY ***** IS NON FUNCTIONAL...I HAVE TO MANUALLY HOLD THE **** DOWN TO SEND ANYTHING AND CANNOT DO THAT AWAY FROM HOME. I USE THE ***** MOSTLY IN THE *** FOR EMERGENCIES...IF MY *** BREAKS DOWN, HOW AM I SUPPOSED TO CALL FOR A TOW TRUCK WITHOUT A WORKING *****?LANDLINE: ************ CELL *****: ************
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 22, 2023, regarding BBB case # ******** complaints.

Your complaint states that you have been calling to Safelinks Wireless customer service to receive resolution for your phone issue and her phone still not working properly, she has been following instructions that did not work.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. Our records indicate that you contacted customer service several times on 08/20/23. The customer service interaction records show that we discussed the issue with the text messages and multimedia text messages features at the moment of sending & receiving. The calls, however, were not recorded. We apologize for any inconvenience the customer 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.

In reviewing your Safelink Wireless account is active with the Lifeline benefit, which includes ***** free monthly minutes & unlimited texts with 4.5GB/month of free data. She applied for the *** program on 01/14/14 and was enrolled on 03/23/16. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.

We attempted to contact you multiple times via phone number ************ and email was sent to ****************** on 08/23/23, 08/24/23, 08/25/23, 08/28/23 and 08/31/23 to discuss your concern, but were unable to reach you. You have not replied to our calls or emails.

Due to the nature of your concern, it will be best to talk with you to speak with you to address this matter accordingly.

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 1282515418. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:08/22/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/21/2023 at 2:41 pm, I printed out from my account on the ********************** website, my stored and unused **** minutes, ***** texts, **** data and service end date of 4/8/2027. I then placed a call to Tracfone **************** about porting my Visible Cell Phone number of ************ over to my Tracfonethat was w52-2+4-9398. The **************** person assured me my stored minutes/text/data/service end date would stay as is or be put back on my Tracfonewith my new phone number. In the evening, I saw my stored minutes/text/data/service end date was not showing. On 8/22/2023 in the morning, it still was not showing. I called **************** regarding the issue. Over the next 3 1/2 hours, I got refused everytime I called and asked to speak to a supervisor. I even called Corporate Headquarters who just passed me on to ****************. Basically, they say they can not see what I am saying. They refuse to let me send a print out of the screen shot of my stored hours from 8/21/2023. ****. It is gone. I spent years and years building up those minutes/text/data and service end date only to have them stolen from me by Tracfone. I want everything (8/21/2023 2:41 pm print out) restored back to my account as it was before they ported in the new phone number. From reading the reviews on line about this company, it is happening to a lot of their customers they have had for over a decade. I have been with Tracfone since around 2008.
Customer Answer
Date: 08/22/2023
All I saw for my complaint was the form I attached. I did not see my writeup complaint. Please let me know if you received my actual complaint form with write up and details of the situation. Thanks, *****
Customer Answer
Date: 08/23/2023
The attached is the original text message took from a camera from Tracfone phone of my balance as of July 25 2023. This corresponds to my screen print already sent of my balance on August 21 2023 prior to the port in of the new phone number from Visible ************** from my old Tracfone number of **************.
Customer Answer
Date: 08/23/2023
As of August 23 2023, Tracfone has DEactivated my Tracfone phone of ************ (formerly phone number ************). I now have no phone service at all besides all the loss of my accrued **** minutes, ***** texts, 3.81GB of data and my service end period of 4/8/2027, all of which I had on the morning of August 21, 2023, prior to the porting in of number ************ from Visible. I am demanding that my Tracfone be reactivated and all my minutes/texts/data and service end period, which showed in the morning of August 23, 2023 prior to the port in of phone number ************ be reinstated to me.
Customer Answer
Date: 08/23/2023
These two files did not seem to download. Resending.
Customer Answer
Date: 08/23/2023
Trying to get these files to you.
Business Response
Date: 08/28/2023
Dear ***************************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2023, regarding BBB case # ******** complaint.
Your complaint states that you have an account with ********************** and you ported the number ending in **** from another company to us on 08/21/2023; however, you noticed that the balance that you had stored disappeared. You called customer support but the required assistance was not provided when you needed. Therefore, you requested to have restored the minutes, text messages and mobile data that you have saved during your years with the Tracfone Wireless service.
We checked the account and determine that one day after you ported your number to us with the Port reference ticket No. **********, the service passed to be inactive on 08/23/2023, we continued the research and find that multiple phone upgrades were linked to your account through the years. After multiple upgrades, our system was able to transfer the services every time, but not the documentation for those balance transfer on our data base. Therefore, when the port was processed, was not able to update the service properly.

We apologize for any inconvenience this may have caused. We have since updated your account and can confirm that the balance is now properly attached to the account. Usage records verify that the services are applied, being used, and working properly.

We have contacted you on 08/24/2023 to the phone number ************; we explained you why it happened, moreover, you were able to check the balance and use the phone services.

In addition, we appreciate your feedback regarding your negative customer service experience. We value it to support future improvements. Our records indicate that you contacted customer service several times on 08/22/2023. The customer service interaction records show that we discussed missing of the balance during the calls. They, however, were not recorded. 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.
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.
Customer Answer
Date: 08/28/2023

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.

***************************************************
Initial Complaint
Date:08/21/2023
Type:Order 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 has no lost and stolen option. When helping my father who lost his phone I realized there is no help for people who have lost their device. He wants to keep his phone number yet Tracfone requires authentication from a device which has been lost. Online I run into the same issue. They ask to send a code to the device which is lost and there is no option to say that the device is lost. This is forcing consumers to spend money on a new plan and service. This also limits consumers to access to major accounts like emails because they have to change their number. This is consumer abuse.
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 22, 2023, regarding BBB Case number # ******** complaints.

Your complaint states that you have been trying to report your fathers phone as lost or stolen, but you stated that you realized there is no list for a device that has been lost. You said that your father wants to keep his phone number, but you were informed that Tracfone requires authentication from the device to do so, even though is lost. Therefore, you mentioned that you did not receive the required assistance to address this matter.

We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements. We 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.

Please know that we now participate in the National Wireless Carrier Lost / Stolen Device Database. By deactivating your fathers device, he authorizes us to place the serial number on a national database which prevents us or any other wireless carrier from activating the device on their network in the future. If the device is recovered, we can submit a request to remove it which may take up to 72 hours.

We searched our system by your name, email address and contact number, but we were unable to locate your fathers account, as you did not provide any information related to the phone in question.

To proceed with the cancellation of your fathers phone service, it is required to speak with you to access to the account in question and take further actions and properly address your concern.

We have attempted to reach you multiple times via phone ************ and email was sent to ************************* on 08/23/23 and 08/24/23, without success. However, we received an email response from you stating that the office did not respond properly, as your phone was shut off, instead of your fathers phone and service.

Our records show that the phone number ending in **** was reconnected on 08/24/23, as it was mistakenly disconnected and associated with your fathers phone.

Other attempts were made to reach you again via phone ************ and email was sent to ************************* on 08/25/23, 08/26/23 and 08/31/23, but we were unable to speak with you and you have not responded to our emails.

If you should still require assistance, you 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 **********. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:08/21/2023
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.
My government lifeline service stopped working in April because the sim card no longer was compatible with SafeLink BBB stepped in gave me ******************************* as a contact at tracphone numerous calls to her no response a published complaint of this appeared 6/22/23 saying for me to call and provide an address for a working sim card numerous constant calls to her it's late Aug she never called me ever not in my call history said she did BBB closed the complaint saying it was satisfactory! Are you kidding me? Your as bad as they are totally worthless my service has been off for 5 months I'm disabled my service is active and has an invalid sim card I need ****** to mail me a working sim card for phone #. ************ imei#*************** present sim card#******************* to *********************** ******************************************************************** please help me *****
Customer Answer
Date: 08/25/2023
Barely legible call from someone named ******* said to call ************** ex **** between 9&5 hated called many times over the last few days at all different times it rings once goes right to a busy signal this company is a scam *****
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 21, 2023, regarding BBB Case number: ******** complaints.

****************** complaint states that her SafeLink phone has stopped working in April since *** card is no longer compatible on the network and until now, she still did not receive the *** card at all.
In reviewing ****************** account, our records show that the account is active and well provisioned from our system. Her application for the Lifeline was submitted on 10/10/2017 and enrolled on same day. Furthermore, her Affordable Connectivity Program (ACP) benefits through SafeLink Wireless was applied on 2/1/2023 and enrolled on 2/3/2023 with benefits include Unlimited Talk, Unlimited Texts and **************** and up to 10GB of Hotspot Data.

Since SafeLink Wireless is now part of the ******* family and one can enjoy its network by *** switch. We are offering FREE VoLTE ******* *** or device to our eligible customers in order to continue their service with ************ per our records, ****************** account is affected with the migration. There were several Sim card exchange tickets created, however, *** cards were never received. On the other hand, we need to speak directly with **************** to identify whats causing the issue. 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 *****, ****************** husband on 8/31/2023, at ************ and confirmed that *** is received and assisted him in setting up the phone. He tested all features on it and the phone is now successfully working.

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 1282561562.

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:08/21/2023
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.
0n 8/21 I made my final attempt to get Tracfone to release my phone number to a new carrier. My phone died and I wanted to join our family plan with another carrier. To do so I was told by Tracfone that I needed a release pin number to allow another carrier to use that number. After 4 phone calls and 5 emails Tracfone refused to provide that information. The last agents name was **** and she flat out lied that she emailed that info while we were on the phone with her. That email never came through even though we had just received 2 other emails from her. She tried to claim our email wasn't working! Bottom line I went without a phone for a week while trying to get this resolved. This is simply a ploy by Tracfone to make it impossible to switch to another reputable carrier without changing your phone number.
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 21, 2023, regarding BBB Case number # ******** complaints.

Your complaint states you made a final attempt to get your phone number released from Tracfone over to a new provider to be used on their family plan, as your Tracfone phone is no longer working. You were informed by Tracfone that the Number Transfer Pin is required to be able to process the transfer out request, but you stated that you did not receive the required assistance to address this matter.

We searched our system by your name, email address and contact number, but we were unable to locate an account, as you did not provide any information related to the phone on your complaint.

Please know that Tracfone 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. We were unable to process the requested port out, because you were having difficulties providing the Number Transfer *** (***), which is needed to port out the number. To proceed with the porting-out process from Tracfone Wireless you will need to have your account number, and *** Pin.

To receive a Number Transfer Pin (***), you must text keyword "***" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone. Also, you can call the *** department number at ************** and use ***: ****** to speak to an agent. The *** is time sensitive and will expire in 7 days.

We have attempted to reach you multiple times via phone ************ and email was sent to ************************ on 08/25/23, 08/26/23, 08/28/23, 08/29/23 and 09/01/23, but we were unable to speak with you and you have not responded to our emails.

To proceed with the transfer out request and take further actions, it is required to speak with you to access to the account in question.

If you should still require assistance, you can contact ************** enter *** ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number **********. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:08/21/2023
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.
Purchased a 60-minute talk, text and data card, Had TracFone add the card for me they only gave me 60 minutes on talk and ignored text and data.In the past my phone received triple minutes on the talk and the standard 60 units for text and data but not this time.Talking with TracFone they would not honor the card and would not allow me to speak with a supervisor.
Business Response
Date: 08/24/2023
D Dear *************************:
We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated August 21, 2023, regarding BBB Case number # ******** complaints.

Your complaint states that you purchased 60 minutes of talk, text, and data card, but you stated that you did not receive the text and data benefits of the card. Also, that you used to receive triple minutes for talk and the standard 60 units for text and data,but they were not provided on your last transaction. As resolution, you requested Tracfone to honor the terms of the card by giving you the balance of text and data, as well as the triple minutes that you normally receive.

We reviewed the account records; we were able to find that the phone has a $19.99 for 60 minutes, 90 days card, which was added on August 21, 2023.

We reviewed your account for the last 90 days; it indicates that the triple minutes benefit still active and the promotional has been granted to your account since July of 2021 as of today; however, we found that there were technical issues with our system that impacted your service, the text and data balance was not properly provisioned on your account.

We have contacted you on 08/24/23 via phone ************ and we took further actions and successfully updated your account. As resolution, we issued 120 units of talk, 120 units of text, and 120 units of megabytes of courtesy airtime per Reference Ticket No. **********. We are glad to know that your concern has been properly addressed.

If you should still require assistance, you 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 **********. .

Thank you for choosing Tracfone Wireless

Sincerely,

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

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