Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  Tracfone Wireless

  5924 Airline Highway Baton Rouge, LA 70805

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:08/21/2023

  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 bought a new phone through this prepaid service a few months ago. It was a nightmare to set up and they always said I needed a PIN number which it would not allow me to set up. Eventually I could finally get through customer service set up the phone. They were supposed to just charge the new number and close ************, but they are still automatically billing me on ************. They claim that I have to talk to the bank to stop the charge and that straight talk cannot stop the charge. This is fraud. My bank cannot do this and keeps telling me to contact straight talk. When I contact straight talk they tell me they send me a code which never happens and they also want my PIN number which was never set up. Then eventually they hang up on me. It is a scam of a service that I do not want. There should be action taken against this company.

  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 21, 2023, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint alleged he bought a new phone; however, it was a nightmare to set up the phone since it required him to set up a new PIN, but it did not go through right away.  The phone is set up with a new number, however, the charge went through to his old phone number.
  
  With this, he called his bank, and he was advised to contact Straight Talk.  He contacted Straight Talk; however, he needs to authenticate the account.
  
  
  We spoke with ****************** on 08/30/23 via phone # **********. As per conversation, he was calling for the phone number ends with **** and **** as they were not working. We resolved the issue and both phones were working, however, he asked for a $***** refund for the phone number ends with **** due to continuous charging of his credit card for auto refill. 
  
  With this, we tried to authenticate the account, however, he failed to authenticate due to his phone was not receiving an SMS verification code and there was no email associated to his account. He just only validated the account through his ******* PIN, however, he failed to authenticate it through the two-factor authentication process. 
  
  Thus, we sent an escalation request to override the authentication challenge and we provided the 72 hours TAT.
  
  
  Upon review, based on the inbound call we received from ****************** on 08/30/23. He wanted to have a $ ***** refund and cancellation of his auto refill for the phone number ends with ****. 
  
  The phone number is well provisioned in our system with all those features matched. However, as per usage, minutes, SMS and data are consistently used since 08/03/23 until the present time. 
  
  We further checked the account is under the auto refill since 07/18/23 and 08/17/23 with the total amount of $ *****.  However, as per details, the 07/18/23 transaction is not seen due to the transaction ID is invalid. 
  
  Furthermore, since ****************** is requesting for a refund and the auto refill cancellation, we need to authenticate the account, however, he failed to do so, since his old phones SMS is not working and there is no email address associated to the account. In addition, the last 7 digits of the frequently dialed numbers, ******, *******, *******, *******, *******, and ******* he provided did not go through. 
  
  Thus, we sent, and escalation request and it was approved after a few days of escalating.  However, we must have ****************** on the other line for further verification.
  
  With this, prior to and after speaking with ****************** on 08/30/23 via phone #s ********** and **********, we attempted to contact with him on 08/25/23, 08/27/23, 08/28/23, 08/29/23, and 09/01/23, however, our call routed to a voicemail. We left voicemail and we sent him emails through his email address *****************.
  
  We received email responses from him on 8/29/23 6:18 AM and 8/31/23 12:46 PM. As per email responses, ******************, confirmed the phone number ends with **** is his main concerned for a $***** and a $10 refund and he provided his contact phone number.
  
  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 *******, *******, *******, *******, and ******* or Ticket Number 1282646303. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  
  

• Initial Complaint

  Date:08/21/2023

  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.

  I purchased a service plan and the internet is still going slow. I have deleted everything in my phone that was taking up too much memory. I don't have an alternate phone to call them and problem solve. I have to update this phone every week and it's still acting up. I ask them to have someone come out and check the tours around this area and they tell me it's no way to do it. I am complaining about the money that I am spending and I am not able to enjoy the service. Their employees have hung up on me 7 times I counted.

  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 08/21/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that; in spite of the fact that you purchased a service plan, your internet connection is slow.
  
  Based on the usage records we reviewed for your account for July 21st to August 21st, it does not appear that a service interruption occurred during that time period. Nevertheless, a slow internet connection may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and his proximity to buildings, foliage and other obstructions, weather and other conditions.
  
  It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated.
  
  We successfully spoke with you via phone at ************ on 08/22/23; and troubleshooting steps were provided. Lastly, a callback was agreed for the next day, thus we can follow up the case.
  
  As agreed, we spoke with you via phone on 08/23/23 and a follow up was performed; however, the issue remained. As a result of that, we issued a warranty *** card as per ticket No. ********** and a callback was agreed until you received it, thus we can conclude with the assistance.
  
  Moreover, the tracking No. 1Z85W83R0151355353 shows that the *** card was successfully delivered on August 25 at 10:33 AM.
  
  As a result of that, we spoke with you via phone on 08/27/23 with the aim of setting up the *** card; however, requested to be called at another time.
  
  Lastly, attempts were made to speak with you via phone and e-mail was sent to ************************** on 08/30/23 and 09/04/23; however, we were unable to speak with you and you have not responded to our emails.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or **********.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Straight Talk Wireless.
  
  

• Initial Complaint

  Date:08/20/2023

  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.

  Long time Tracfone customer here. Needed to upgrade the phone on one my lines (***-***-5334). On Aug 11 2023 I used Tracfone online system to transfer the number and service plan units to a new phone device. After the transfer completed, I can't make or receive calls. I spent hours and hours with different CS reps without any resolution, just got the runaround. This is by far the worst customer service experience ever.It's been two weeks, I'm without mobile service I'm paying for.

  Business Response

  Date: 08/30/2023

  Dear *******************************:
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/20/2023, regarding BBB case # ******** complaint.
  
  Your complaint states that upon upgrading your line for phone number ending with **** to a new phone on August 11, 2023 you have been unable to make or receive calls on the new phone. You have contacted our customer support team multiple times during the last 2 weeks regarding the matter but they have been unable to help you.
  In reviewing your TracFone account for the phone number ending with **** was originally linked to the **** ending with ****; we were unable to find records of customer service interactions suggesting that a line upgrade linked to your account was requested or processed in our system.
  Based on the transaction records for the last 30 days of service on the account, we determined that you mistakenly removed the *** card from the original phone and placed it into another device in an attempt to transfer the line. We determined that this mismatch in our end caused the system not to provision the services to the correct device and ended with your phone inability to make or receive calls. It would be necessary to speak with you in order to receive the newest phone information to further resolve the mismatch and provision the account with the **************** in order for you to be able to use it.
  We successfully spoke with you via phone at ************ on 08/25/2023; we informed about the system error found, correct the error and transfer the line successfully to a new device with **** number ending with ****, please refer to ticket number **********. We performed troubleshooting to the new device to assure the correct performance of the services and you confirmed that the phone was left working correctly. You later on informed us that no further assistance was required as the impasse had been resolved correctly.
  Usage records verify that the services are applied, being used, and the phone is working properly.
  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. 
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
  
  
  Thank you for choosing TracFone Wireless.

  Customer Answer

  Date: 08/31/2023

   
  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:08/20/2023

  Type:Billing 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 a mobile number account ********** with Tracfone Wireless. On 8/20/2023 around 9am Pacific Time, my cellphone could not connect to internet with the mobile data, so I contacted Tracfone Wireless customer service via online chat and they tried to fix the problem. I was scheduled a callback from Tracfone at 9:45am pacific time, during the call I told the customer agent that my phone still didn't have service. The agent did maintenance to my account and asked me to restart my phone. After that, my account balance became zero and I have not been able to make/receive calls since that. The problem here is my account had balance before, I believe the Tracfone Wireless mistakenly reset my account balance to zero. I have contacted Tracfone Wireless to review my account balance history but have not received a satisfactory resolution. Tracfone Wireless declined to restore my previous account balance and declined to provide me with a case number. I am filing a complaint here in the hope of Tracfone Wireless restoring my account balance and state.

  Customer Answer

  Date: 08/20/2023

  Attached screenshots are evidences that my account had the balance of **** minutes, ***** text messages and 52.80GB data at 8/20/2023 1:54AM (ET), but the balance zeroed out at 8/20/2023 12:51PM.

  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 20, 2023, regarding BBB Case number ******** complaint.  
          
  Mr. ***** complaint states that he is having concern about his device that was not able to connect to the internet. He contacted TracFone Wireless customer service but was not able to get a help and wants to get back his correct service balance as TracFone make his balance to zero.
  

  Upon review, the customer account is well provisioned to our system. The service plan that was added to the account was a pay go plan. Moreover, customer made multiple upgrades to his account. The upgrade was successful, but the balance did not transfer correctly as the data balance were not reflected to the account. We checked also assistance to our other department to get a correction on to total balance remaining to the account and it was confirmed by the **** ******************* and ********************** *********** With this we need to speak to the customer to make a compensation to his account.
  

  We spoke with Mr. ****** multiple times on 8/25/2023, 8/30/2023, 9/01/2023 9/05/2023 at ********** and educate him that every day our system can only replace 10gb maximum and it will be added every next day until we will reach 50gb of ********** balance and on September 6, 2023, we spoke back, as per conversation, we educated him that we are adding more 10GB to the account to compensate the correct data balance. We have now compensated him a total of 50 GB of data.
   
   
  If Mr. ****** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 

  
   Please refer to KANA reference number ******* or Ticket Number 1282459397.
   
  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: 09/07/2023

   
  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,
  
  Zuofei ****

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are being charged monthly for a Tracfone account we have tried to close. We lost the phone associated with our Tracfone account in July of 2022. Around that time we tried to cancel the service by contacting customer service. They asked for specific details associated with the account like a PIN we did not remember and recent phone numbers called by the phone. We did not have the right information so they would not let us access the account. They didn't provide any other way for us to close the account. We had lost the phone and just wanted to cancel service. We tried contacting Tracfone again about it in January of 2023 then again in August of 2023 with the same result. We are being charged $25 a month for service we have tried to cancel three times.

  Business Response

  Date: 09/05/2023

  Dear Tye Power,

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/20/2023, regarding BBB case # ******** complaint.  

  
  Your complaint states that in July of 2022 you lost your Tracfone device. When contacting customer support to cancel the service, it was not possible given that you did not have the information required to authenticate the account and you have been charged for the service of that lost phone ever since. You have contacted our customer support team many times during 2023 looking forward cancelling the service with no success. For the impasse, you request a billing adjustment.  

  
  Be advised that as per Tracfone Wireless Terms and Conditions of use; airtime services are not refundable as they have no cash value. In addition, we do not provide monetary compensation for remaining used or unused services. Nevertheless, unused airtime service can be transferred to another Tracfone device. 

  
  We have attempted to locate a line linked to the information provided on your complaint with no success. We searched our system by your name and contact number but were unable to locate an account, therefore, it would be necessary to speak with you in order to receive the account information, cancel the services and if required, transfer the remaining ones to another device. 

  
  We attempted to reach you multiple times via phone at ************ and emails were sent to ****************** on 08/22/2023, 08/25/2023, 08/27/2023, 08/28/2023 and 09/01/2023; however, we were unable to speak with you and you have not responded to our emails. 

  
  We appreciate your feedback regarding the customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training. 
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
  
  
  Thank you for choosing Tracfone Wireless.          

  
  

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Tracfone customer for 20+ years . No problems. In June I bought a refill for service from **** which I have done many times . I paid $85+ for the card paid by credit card. The seller informed me it had been added to my service . Then **** informed me that a 3rd party had gotten on the sellers account and if I have a problem with it they would refund my money . I didnt think there was a problem until I went to use my phone and found it to be locked . After many many calls and hours to tracfone they accused me of using a fraudulent credit card to purchase that card and the only way they would turn it back on was if I paid them $119 + . I have perfect credit , no need to use a fraudulent card , they didnt want to hear it . I have ********** mins on my phone , they wont say how many . They say **** is not an approved seller so I ask why they came after me instead of **** . No answer . I live i a rural area , no cell service , I need the phone when I go out in case of emergency. My husband is 83 yrs and I am 78. I have been without a cell phone since this happened . I have called and I have ask what happens to my mins. they said you will lose them if you dont pay us . I dont owe them . **** refunded my $85 and if I had used a fraudulent card I dont think they would have . They have a money back guarantee . Thank you for any help you can do for me . ***********************************

  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 20, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that you purchased service cards on **** and add them to your phone. However, days later your account was not receiving the network, you called customer support several times and they explained you about some fraudulent credits done with your account. On the other hand, **** refunded you the money, but you have not been able to restore the service on the phone.
  
  We reviewed the account and find that this happened because a chargeback was processed on our records, that is why the system automatically removed the service, the options available to restore the line were to send a money order, buy an airtime pin to re-add it on the line with a manual process or contact your credit card bank institution to reverse the chargeback.
  
  We contacted you on 08/22/2023 to the phone number ************; and explained you about the different options to reinstate the line. Nonetheless, you requested to receive an additional option to have the concern resolved as soon as possible; therefore, we requested you some details and proof of purchase to further investigate.
  
  We reached you again on 08/26/2023 to the same phone number because we did not receive the documentation required. Some days later, on 08/29/2023 you were able to send it via email *********************** and we use it to work on the system and reconnect your line.
  
  We spoke with you on 09/08/2023 to the phone number ************; and we informed you that the line was active and receiving the services again, you were able to test successfully the features and connection of the 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 **********.
  
  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:08/19/2023

  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.

  They added another account to my phone and charged me double then took the other account off and won't refund the rest of the money to me. I pay $39.00 for my husband's phone and $49.00 for my phone a month They now have taken $87.28 from my bank for one phone and won't refund me the other half and won't put it in my other phone. So instead of paying $39.00 for my husband's phone I paid $87.28 and they won't turn my phone on unless I give them another $49.00

  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 19, 2023, regarding BBB case # ******** complaint.
  Your complaint states that Straight Talk added another phone to your account, you were charged, and your other phone was off. You usually pay $39.00 for your husband's phone and $49.00 for your phone per month and you have been charged $87.28 from your bank for one phone and will not refund you the other half and will not restore your other phone. You paid for 2 plans and only one phone was restored. 
  We reviewed your account, and we found the payment made on 08/17/2023 for $87.28 under the phone number ending on ****, which belongs to your husbands phone.  Based on our records, the payment was made through our automatic system, which means, an incorrect phone number was entered during the payment process; for that reason, the service was added to a different phone, and your refund request does not apply.
  
  Airtime minutes and service plans are non-refundable but can be added to another device, which means, we can add the service to your phone number ending in **** to reactivate your service.  However, as per interactions in your account, you stated that you have moved to another service provider and for that reason, you are requesting the refund for one of the plans instead.
  
  We have attempted to reach you multiple times via phone ********** and ********** and via email ******************** on 08/21/2023, 08/23/2023, 08/24/2023, 08/25/2023 and 09/01/2023; however, you have failed to respond our emails.
   If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to email reference number ******* or Ticket Number 1282405648.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing Straight Talk Wireless.
  

  Sincerely,
  
  
   Tracfone Wireless Inc.

• Initial Complaint

  Date:08/19/2023

  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.

  Hi, I purchased the iPhone SE 3rd Generation 2022 from Walmart.com on August 10th, 2023 (branded as SimpleMobile originally, IMEI: ***************). I decided to use the Tracfone plan since it was the best plan to match my needs, and I made a phone call on August 16th, 2023, to rebrand and activate the plan. After the higher-tier department manager assistant, the phone is activated; however, I cannot create and access an account online, so I contacted Tracfone Wireless multiple times to fix that issue, but no help at all. Then I tried to contact online chat support, and the agent helped me recreate the account with a different email address. It worked, but I could not add my lines to the account because of the error message: ******************* or brand is not the same as the *** has.So, in the last 4 days, I have tried to contact customer service multiple times to address this issue, including but not limited to tier 1 customer service, higher tier department, unlocking department, technical department, etc. No one can help that because the system cannot validate my last 2 phone numbers made in the last 72 hours (I can provide the recent phone call list).Now, the problem is that since the issues I describe above (i.e., 1) the brand did not match the ***, and 2) the system cannot validate 3) Text unlock to ******; the system will return our records indicate you are using your own device and cannot put my phone on the 60-day unlock list. My phone will become a brick after my plan expires on September 15, 2023, and I cannot use it anymore.I don't know what mistakes made by higher tier department agent during the activation process, but I want to make this work, I can provide the purchase receipt, the credit card I use for activate plan, etc to do a necessary security validation if needed.

  Business Response

  Date: 08/23/2023

  Dear *********************:
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 19, 2023, regarding BBB case # ******** complaint.
  Your complaint states that after you change your phone service from ************* to Tracfone Wireless, you have not been able to access to your account because of a system error. And that when contacting customer support, you were not able resolve the issue. In addition, you are not able to complete an unlock request because of the same error.
  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 checked your account and we found that the phone model was changed on 08/14/2023 as per your request of changing mobile brands. Your account was being identified as an external device and not a ********************** branded phone, which cause your phone to display messages as your phone was not ours;therefore, displaying inaccurate information on you unlocking status.
  On the other hand, we located the error that was not allowing creating an account which was generated due that the branding change was not fully completed; however, to fix and update the account we required to speak with you and authenticate your account.
  We attempted to contact you on 08/22/2023 via phone ************; however, we could not reach you. We communicated via the email provided, we receive a reply from you informing us that you will call the next day.
  We spoke with you on 08/23/2023 and we successfully authenticated your account. After resetting and performing several changes on the account, we were able to give access to it as well as changing the model of your phone to the original one for you to view the correct information for your line.
  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 1282025606.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Tracfone Wireless.
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 08/24/2023

   
  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:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a tracphone customer since December 2021. I signed up for automatic refill for the second year of 2022 I didn't have any problems with the service for the first year. The second year when they refilled my phone I started to have problems with the service. Some time I can't make calls or receive calls, some time I can't text or receive texts if I'm not around the Wi-Fi. I called the tracfone customer service they fixed the problems each time I called. But this time they couldn't fix the problem and get me back the service. This was on August 8 2023, that I started to have this problem again. I can't make calls or receive calls. I called the Tracfone customer service on August 10 and I talked to 11 agents from tracfone and none of them could fix the problem. The last two staff I talked to said we did everything but we can't fix the problem so we will transfer you to the high technical support staff and when she transferred me they hung up the phone on me. I called again for the last time and I told then "if you can't provide me the service I already paid for I want to cancel the automatic refill service and I want my money back. " The lady I talked to said we did everything and we can't fix the problem, so I will transfer you to the reimbursement department. When I talked with the lady from reimbursement department she said we can't reimburse you the money because it is passed 6 month. I told her I paid for 12 months of service and since you can't provide me service that is why I'm asking for my money back. If I have the service I paid for, I wouldn't ask for money back. She said, "sorry but I can't give you your money back" and then hung up the phone on me. So I am now stuck with having paid for a phone service, but I do not have any service with that company. Please help me. I want my money back. I had to open an account with another phone service because I need my phone.

  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 19, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you presented issues with the services, customer support have fixed it previously for you, and you decided to call them in this opportunity too; however, on this time the phone never worked, you tried several times but the results were the same, therefore, you requested a refund and to cancel automatic payment on your account. When you talked with the refund representative, they stated that as it is passed 6 month, the money cannot be reimbursed. You consider that as you paid for 12 months of service and it was not provided, the refund needs to be issued.
  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 the other hand, we checked your account and find that there was a purchase for the Tracfone Wireless $125 card that provides **** minute, **** text messages, **** MB and 365 days of access on the **** ending in **** on December 28, 2022, after that, you transferred those services to your current **** ending in ****, finally our records show that the phone number ending in **** was successfully released on August 16, 2023. Port Reference Ticket No **********.
  
  On our research, we find that during the time that the service was active; there was usage for most of the units on each feature, moreover, airtime minutes and service plans are non-refundable; however, they can be transferred to another device. In order to provide you this alternative option, we needed to speak directly with you and discuss this matter.
  We attempted to reach you via phone at ************ and email was sent to *********************** on 08/22/2023, 08/23/2023; however, we were unable to speak with you.
  We have contacted you on 08/24/2023 to the phone number ************; we educated you about the information that we found on our system and explained the reason why we cannot process a refund for the transaction, in addition we provided the alternative option of adding the remaining minutes on the plan to another phone, however, you stated that there was no other Tracfone device in your possession.
  
  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:08/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased cell phone minutes from a seller on **** who scammed me by asking tracfone for a refund. Through no fault of my own tracfone has closed my account and I lost my phone number. Tracfone is not willing to work with me since my fraudulent minutes purchase was not on a credit card I own. I told them I willing to make the charges right but they will not honor my request.

  Business Response

  Date: 08/31/2023

  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/18/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a cell phone minutes from **** who later on requested a refund. As a consequence, your account was closed, and you have not been able to reinstate it.
  
  We reviewed account and which was suspended sin 08/09/23 due to a discrepancy with the transaction performed as a chargeback was requested shortly after.  Moreover, since the payment was made via an unauthorized channel, the account was restricted until the situation could be corrected.
  
  We spoke with you via phone at ********** on 08/24/23 and explained the above information and agreed to work on the situation in an effort to provide a resolution and would contact you back once it a resolution could be provided.
  
  Furthermore, we detected that your account was restored due to a previous FCC complaint you had filled on 08/29/23 and the phone number was transferred to a different device on the same date per ***** ********** and it is well provisioned.
  
  We attempted to reach you multiple times via phone at ********** and e-mails sent to ****************** on 08/25/26, 08/27/23 and 08/31/23; however, we were unable to speak with you and have not received any e-mail response whatsoever.
  
  If you still require assistance, you can contact us at ************** 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 1282396372.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing TracFone Wireless.

  Customer Answer

  Date: 08/31/2023

   
  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,
  
  ***************************