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

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  TracFone Wireless, Inc.

  1251 Perry Road Plainfield, IN 46168

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:08/18/2023

  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 bought a tracfone service bundled moto g stylus 2021 phone with 1 year of service that includes 1500 minutes/text/ 1.5 ******* on Dec22, 2022 from hsn.com My phone imei - *************** my phone number - ************ it was my kids phone to browse the internet. They messed up when my account by moving to esim which did not happened correctly After few months, i noticed my sim does not have a service bar and the the email account through which i use it to login into my tracfone account is not showing my active line. It shows active line=0 but earlier i use it see active line and my phone number as well. So, i called thier customer service, but they are not restoring my phone service which i have already paid for because i am able to authenticate thier questions They ask for 2 questions. 1. Pin number - which i have already shared and it is correct 2. Frequent numbers you called in last 60 days. I am not using it for calling, so no calls were made which is correct. But they insist on the numbers. But i have the physical sim card with me, imei, my email account through which i always login and see my account details on ********************** I want your help in restoring my service with what ever remaining service i have in my account, for which i have already paid for Thanks So they are

  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 18, 2023, regarding BBB Case number ******** complaint. 
  **************, complaint states that after he do an upgrade, the new phone was activated with esim the remaining service from the old phone did not transfer to the new phone and he cannot access to his account.
  As per investigation, phone number provided is active and not provisioned in our system due to mismatch sim card information. Therefore, we need to ask to the customer which sim card that he used. It is best to speak with the customer for further assistance.
  ************** was contacted via phone number ************ and e-mail were sent to ******************* on 08/22/2023, 08/28/2023 but we have not been able to reach him. 
  Furthermore, on 08/23/2023, we received an inbound call from **************, he is claiming that his phone is still not working. ************** has another phone that he wants to activate. After we activated the other IMEI we provide turnaround time to him to see if the phone is working.
  ************** was contacted again for follow up on 08/27/2023 however, we were unsuccessful. We were routed to the voicemail. We received an email response from ****************** on 08/27/2023, with kana ID: *******, stated that he missed our call back.
  Moreover, on 08/28/2023, we received an inbound call from **************, he confirmed that the service of his phone is successfully working like calling, texting and data. However, he has another concern about the loyalty rewards points that is not reflected to his account. The correct points are not reflected to his account. We investigated account and we manually replace the **** points to the account, and it was successfully added however it is still not reflected after the turnaround time. On 08/29/2023, with kana ID: ******* we received another e-mail response from ************** stated that the points are not visible yet on his account. We contacted ************** on 08/29/2023 but we were routed to the voicemail.
  We created an IT TOSS ticket on 08/30/2023 with reference number: 1282879512. 
  We spoke with ************** on 09/02/2023, we advised to wait the response from the ticket that we submitted. We spoke again with ************** on 09/05/2023, He mentioned that the points still not showing on his account, but the ticket was already closed. We created another escalation ticket for SSME missing points reference number: ********** and provide turnaround time to him 24 to 72 hrs.
  Lastly, we spoke with ************** on 09/10/2023, 1:26 PM EST via phone number ************ he confirmed that the points already showing on his account. Thus, case will be closed and resolved.  
   
  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 1282436528.
   
  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

   
  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 bought a phone from tracfone and activated it and had it for more than 60 days,and now im trying to unlock it. i called tracfone numerous times and they keep on saying its not eligible to be unlocked for free cuz it wasnt active for 12 months... i keep on telling them that that was their old policy, but as it states clearly on their own website in the unlocking policy that now u only need 60 days . they keep on saying, im sry theres nothing we can do,the system doesnt allow it. i ask to be tranferred to a higher **** and they say we r the highest **** and theres nothing we can do....we can only unlock it for a fee... this is obviously ridiculous. i will copy and paste the exact language from their webside it says .-For Customers with non-Apple devices: TracFone will provide an unlocking code to customers who request unlocking, provided they meet the following conditions:If the TracFone device was activated with TracFone service prior to November 23, 2021, then the device must have been active on TracFone Service for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months. If the TracFone device was activated with new service on the ******* network on or after November 23, 2021, then at least sixty (60) days must have elapsed since the device was activated. this fone was activated after november 2021 and yet they refuse to unlock it for free. pls get them to keep to their own rules

  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 18, 2023regarding BBB Case number ******** complaint. 
  
  ******************** complaint states that he had purchased and activated a Tracfone phone over 60 days of active service. He called customer service multiple times to have it unlock with no success. The care representatives insisted that his phone cannot be unlocked for free because it needs to have 12 months of paid and active service.
  
  We attempted to call ******************** 8/21/2023, 8/22/2023, 8/23/2023, 8/24/2023, and 8/28/2023 however, it routed me to leave a voicemail message.
  
  As per reviewing, theres no information indicated from ******************** complaint as what would be the phone needs to be unlocked. We tried to search via his name,email, address, and contact number however, it is giving us bunch of accounts and we were unsure as what account would it be since we failed to contact ******************* for confirmation.
  
  Furthermore,we thanked ******************** for bringing this concern to us.
  
  If ******************* should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Thank you for choosing Tracfone Wireless.                                                                              
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:08/17/2023

  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.

  Even after I stopped my phone service they still continued charging me every month. I only noticed it now but I looked at all old statements and there is a charge every month. I contacted Tracfone and they said they can't give me the dates that my lines were stopped and can't refund me that money. Apparently there was an error in the system to which they admitted that the auto refill for $20 plus fees was active without a line, but they will not resolve it or even tell me when my service stopped with them so I can know how long this has been going on. I know there is a recurring charge every month since 2020. I suspect the issue dates back to November 2021 but I can't know the exact amount of months they owe me for because they will not give me that info. They said thus is their policy. They told me to call the credit card which I did to stop future payments but the credit card also said they can't go back more than 180 days. I need to get back those hundreds of dollars from Tracfone that they kept charging due to an error in their system.

  Business Response

  Date: 09/05/2023

  
  
  August 03, 2023
  
  
  
  Dear ***********************,

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 07, 2023, regarding BBB case # ******** complaint.

  
  Your complaint states that you are getting charge every month from Tracfone, for service that you do not use. Upon contacting customer support, you were told that a system error caused your account to be under a recurring payment for $20 plus fees since 2020 and you are now requesting a refund.
  We reviewed your Tracfone Wireless account; it is inactive. You were enrolled in the $20 service plan which includes unlimited minutes, text and 2GB of data; however, the account was de-enrolled on 08/23/2023 as of 09/03/2023. Our records indicate that the last recurring payment for this account went through successfully on 08/23/2023.

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

  
  In review of your account, we determined that a system error cause your auto-refill to keep charging after the cancellation of the activation of your phone. Please refer to the ticket # **********. We apologize for all the inconveniences this may have caused.
  We have spoken you on 08/21/2023 to the phone number ************; we let you know about our findings, and we created the ticket # ********** to assist in your refund request.

  
  On 08/31/2023 the refund was approved for the amount of $658.56 and it will take up to 30 business days to be issued. We spoke with you on 09/03/2023; we let you know about the time to wait, and you agreed.

  
  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 1282303191.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  
  Tracfone Wireless Inc.

  
  

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tracfone ******* Galaxy A13 5G through HSN on September 20, 2022 for $144.50 but did not activate it until March 11, 2023 as I still had minutes left on my old phone which was a ******* Galaxy A12 4G. When I did finally activate the A13 I found that it was defective. I could not return to HSN as they have a 30 day return policy so I have been dealing with Tracfone to get a replacement. Over the course of the last 5 months I have called 20+ times speaking with numerous representatives of Tracfone and no resolution has happened. A list of dates, times and person spoken with can be provided if needed. They did attempt to resolve this by sending me a ******* Galaxy A03s 4G. I did not accept this as it was not comparable to the Galaxy A13 5g and in fact is a down grade from the phone that I currently have. I informed them that I would gladly accept a refund but they keep stating that is not policy and they can not do that. I keep being told that they do not have any A13 5g in their warehouse and keep getting offered poor substitutes. I asked for a free upgrade to the A14 due to all the issues I have had, and I have been denied. I attached a copy of the letter sent to Tracfone as well as a list of continuing interactions with them since the letter.

  Business Response

  Date: 09/13/2023

  Dear **************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 16, 2023, regarding BBB Case number ******** complaint.  
  
  Ms. **** complaint alleges that she is experiencing issues related to receiving a requested replacement phone for a damaged device that she purchased through HSN on September 20, 2022, but did not activate it until March 11, 2023, that was processed by TracFone Wireless. Ms. **** states that she receive a ******* Galaxy A03s 4G as replacement, but she did not accept and returned the phone for it is not comparable to the Galaxy A13 5G that she had. She would gladly accept a refund.
  
  Upon review, Ms. **** account records indicate that the replacement phone requested is out of stock. A replacement phone was shipped for her damaged phone on 8/10/2023 per tracking number 1ZY870930200246588; however, she returned the replacement phone on August 15, 2023 and was received on August 22, 2023 as per tracking number 1Z6980XX9000422602. Also, our warehouse records indicate that we received Ms. ***** damaged phone on March 24, 2023. 
  
  We apologize for any inconvenience this update may have caused to Ms. **** She accepted to receive a new comparable replacement device when we spoke to her on August 30, 2023 and we created a new replacement request with reference ticket number *********** Records shows that Ms. *** contacted us for updates in tracking the new replacement on September 11, 2023, but still no tracking number and its already beyond the turn-around time of 3 to 5 business days. We have updated the new replacement ticket on September 11, 2023 with an upgraded phone model this time. And as of September 13, 2023, per new tracking number 1Z7X28F00241844768, the expected delivery will be on September 14, 2023. 
  
  We spoke with Ms. *** on September 13, 2023 via phone number ********** and we provided her the new tracking number and expected delivery date after authenticating her account.
  
  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 email reference number ******* or Ticket Number 1282452736.
  
  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: 09/16/2023

   
  Complaint: 20480115
  
  I am rejecting this response because: I do not consider this matter closed, the upgraded phone that was sent to me was refurbished. When I asked if it was refurbished, I was told the phone would be new. I received the refurbished phone on Sept 14 as outlined, however it is also defective.  I will be continuing to correspond with Tracfone until I receive a new phone that works.  I will continue to update the BBB as how this is progressing
  
  Sincerely,
  
  **************

  Business Response

  Date: 09/26/2023

  Dear **************,
  
  This is in response to the September 16, 2023, rebuttal to Better Business Bureau complaint # ********. 
  
  Thank You for the feedback about the replacement phone, we apologize for any inconvenience..
  
  We apologize for the miscommunication; we do not offer or guarantee a new phone model.Please refer to the Terms and conditions which are available on the Tracfone,or any Tracfone Brand website. The Limited Warranty promises a compatible replacement model of our choosing.
  
  A review of the number ending with *****, indicates the original phone request case, but does not display a request for a replacement. And a check of the account reveals usage. If the phone number is not correct, please provide the correct number or and you still need a replacement, please contact us for troubleshooting.
  
  If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.
  
  Thank you for choosing Safelink Wireless to provide cellular service.
  
  ************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20480115

  
  I am extremely dissatisfied with their response.  There was no miscommunication, I specifically asked what phone I would be receiving and was told that I would get a comparable new phone. I made sure to clarify that it would not be a refurbished phone, yet that was what I received. When I tried to access the internet on the new refurbished phone I found that it was defective as well.

  I have no idea what the number ***** is in reference to, none of the tickets I have received from TracFone end with that number. I also don't know why they say that account reveals usage as I was unable to activate that phone. I will be sending an email to ************************* that is listed in the response to try and get clarification.

  Prior to receiving your letter on 9/26/23 I had placed a call on 9/25/23 to TracFone requesting an update on the situation.  At that time I was told that my account was updated yet again and that I would receive a phone in 3-5 business days.

  As of yesterday, 10/2/23, I had still not received a phone. I called to see what was going on and was hung up on or call was not answered x 4. When I finally was able to speak with a representative I was given an old ticket number and was told that all other ticket numbers are no longer valid. 

  This situation has dragged on now for 6 months now and is bordering on ridiculous.

  I feel like any communication with TracFone is useless and does not solve anything.

  I have given them my acceptable options of 1) giving me the exact phone I ordered ******** Galaxy A13 5G] 2) full refund of my money or 3) a new upgraded phone that is also 5G.

  TracFone has not done any of these options.

  
  
  Sincerely,
  
  **************

  Business Response

  Date: 10/04/2023

  Dear **************,
  
  This is in response to the September 16, 2023, rebuttal to Better Business Bureau complaint # ********. 
  
  Thank You for the additional comments in this complaint.
  
  We apologize; we do not guarantee a new phone model. The Terms were referenced for the exchange, refund processes. The device is not eligible for a refund.
  
  A review of the ticket for the replacement reveals that the request was updated on 10/2/2023. An escalation has been created to find the status of the replacement. Please allow up to 72 hours for an update, please refer to Ticket ********** .
  
  If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.
  
  Thank you for choosing ******** Wireless to provide cellular service.
  
  ************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

• Initial Complaint

  Date:08/16/2023

  Type:Delivery 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 attempted to place an order online at Tracfone's website, tracfone.com, for a new phone and a line of service on August 11, 2023. When I clicked the submit order button, an error page appeared saying that the order did not go through. I then attempted to place the order again, and the second time the order appeared to go through correctly.However, I discovered that the first order actually did go through despite being shown an error page on the website. I immediately called Tracfone's customer service number on the same day, August 11, 2023, to explain that I only wanted one *************** and that there was an error on their website that caused two orders to go through. The customer service rep said that she could not cancel the extra order but that I could refuse (return to sender) the package when it arrived and that I'd be refunded when it was sent back.Both orders were delivered on August 16, 2023. I contacted the delivery service, **** by phone to refuse the package as I was advised to do by Tracfone's customer service. However, the *** rep said that the sender restricted refusal of packages and that they could not accept the refused package.I called Tracfone again on August 16, 2023 to tell them that I can't refuse the package but that I still wanted a refund for the extra phone that I never wanted. Tracfone's customer service rep then said that I should mail the phone back at my own expense, despite the fact that I had originally contacted them about the error with their website before anything shipped out, and that I had followed the instructions they told me in order to rectify the situation but that I was given erroneous information.The orders in question are ********* and *********. I will activate and keep order number ********* but I would like a refund for the unwanted order *********.

  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 16, 2023, regarding BBB Case number ******** complaint. 
  Ms. *****, complaint states that she purchased a phone via tracfone website twice, the first attempt did not go through, and she encountered an error. And the second attempt went successful however, she was charged twice and she received two devices on August 16, 2023. She wanted to return the second device and ask for refund. She also provided this two order number: ********* and *********. She will able to activate the order #: ********* but she wanted to get a refund from the order #: *********.
   
  As per investigation, account pulled up using email address. Record shows account is active in our system and provisioned. Since customer as per complaint she wanted to get a refund from the order #: ********* it is best to speak with her for further assistance and to gather some information about her complaint. 
  Ms. ***** was contacted on 08/20/2023, at phone number ************ however, we failed to reach her. We routed to the voicemail.
  We received an email response from Ms. ***** at ***************************** on 08/21/2023, she provided the available time and call back number.
  We spoke with Ms. ***** on 08/21/2023, 10:23 AM EST via phone number ************, as per conversation, we advised her to return the phone to us in order for her to get refund and she must pay for the shipping fee. However, she did not agree to return the phone with her own money because she said that was not her mistake. Thus, we created a ticket for web order package slip with this reference ticket #: ********** and ESN *************** of the phone she want to send back.
  Furthermore, on 08/23/2023 we spoke again with Ms. ***** and she confirmed that she already received the email air bill and was told to return the phone to us.
  And lastly, we spoke with Ms. ***** on 08/27/2023, as per conversation, she confirmed that she already returned the phone via *** with this tracking number: 1Z6980XX9035597592 upon checking in *** website the phone is on the way to our warehouse address. And we informed her that once we receive the phone she will automatically get a refund. The refund process it takes 30 days depending on her bank institution and customer agreed. Thus, we end the call.
   
  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 1282347717.
   
  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: 09/01/2023

   
  Complaint: 20478808
  
  I am rejecting this response because:

  The unactivated phone was returned to Tracfone and received by them on Monday August 28, 2023 according to tracking number 1Z6980XX9035597592. I have not yet received a refund for the phone I sent back. I will be satisfied once the refund has been issued and also received by me.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2023

  Dear B *************************,
  
  
  This is in response your rebuttal 09/11/23 regarding your Better Business Bureau complaint.
  
  Research indicates that a refund of $31.27 has been credited back to the credit card on file.
  Merchant Reference # B2C2023081142648866 successful 9/12/23
  
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 09/14/2023

   
  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:08/16/2023

  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.

  this is against TracFone wireless i called them to report harassing calls from previous owners of the phone now they are txting me hundreds spamming me their selves i called them to report calls of harrassment from previous owner they refuse to do anything but fed trade com report ********* fcc complaint Ticket No. *******.and just know if trackphone ect refuse to do anything ill sue..bring tracfone corp to court federal court for refusing to uphold telephone protection act elephone Consumer Protection Act of **** The Telephone Consumer Protection Act of **** was passed by ***************** Congress in **** and signed into law by President *************************** as Public Law *******. It amended the Communications Act of ****. The **** is codified as 47 U.S.C. 227.lartest number called is ************

  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 16, 2023, regarding BBB Case number ******** complaint.
  Mr. ****** complaint states that he is receiving hundreds of spam calls and messages from the previous owner of the phone. The calls are very harassing and he already called about this issue however, it is still not resolved.
  ************** was contacted multiple times via phone number ************ and we sent messages to his email address, ********************* on 08/21/2023 and 08/22/2023 but we were unsuccessful. He has failed to respond to our calls. However, we received a response from him to one of our e-mails stating that he deleted the contact number provided to the BBB complaint. He also said that, there is no use talking to him because well never be able to contact his real number. In addition, he dont want us to call him and sent e-mail messages for notification anymore.
  As per review on his account, Mr. ****** phone number cannot be pull up in our system and even using the available information from the complaint letter. We are also having a hard time to identify the details of his account and we could not advance the investigation without proper documents. And so, it is best to speak with him over the phone.
  Please refer to email reference number ******* or Ticket Number 1282396036.
  If ************** would still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless and have a great day.
  
  Sincerely,
  
  
  Executive Resolution Department
  

  
  

• Initial Complaint

  Date:08/15/2023

  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 purchased an iPhone SE3 and plan through their website (order number *********) which I received on 8/15/2023. I installed the sim card they sent with the phone. I was then unable to activate the phone using their website as the website claimed the sim card I physically placed in the phone with my hands was in fact an e-sim card. I then called the customer service line twice and was told by two different customer service reps over the phone that this phone (that I purchased from them) doesn't work with their service and the physical sim card I put into the phone (that they sent me) was showing as an e-sim card in their system. They offered me no possible remedy for this issue and refused to allow me to speak to a manager or anyone with more technical knowledge who might be able to solve the problem. They sold me a product and service that I can't use for $210 and are refusing to fix the problem.

  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 08/15/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased an iPhone SE3 and a plan through the Tracfones Wireless website. You added that you were unable to install the *** card that came with the phone, as you attempted to activate it by using their website,but it requested to be activated with an e-***.  Therefore, you decided to call the customer service line with the aim of receiving assistance with that matter; however, you were told that the device will not support a physical *** card as it was registered in their end with an e-***. At the end, you requested for someone able to properly assist you with your request.
  
  We have determined that a technical issue caused the system to not properly set up the *** card feature on your account. We would like to apologize for any inconvenience this may have caused.
  
  It was required to speak with you to confirm the physical *** card number, Zip code and Service Plan card, thus we can properly set up your account.
  
  We spoke with you via phone at ************ on 07/17/23;, you requested to be called on Monday of August 21.
  
  We spoke with you again, 08/21/23, and you provided the necessary information, and we agreed to call you as soon as we had the account properly set up.
  
  We successfully updated the account and confirmed that the *** card is updated.You confirmed that everything including phone calls, text messages and mobile data are working fine. Finally, as a one- courtesy, compensation airtime was provided due to the long, reference No. 1282450362
  
  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 1282186605.
  
  Thank you for choosing Tracfone 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. They did an excellent job resolving the issue and were courteous and professional during our interactions.Thank you for your assistance in this matter.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted a TracFone account representative seeking to close a cell phone account that existed for my mother and father *************). Both have recently deceased. The representative was unwilling to cancel the serivce because "the customer could not authenticate". No matter how many times I stated that "the customer" was no longer living I was provided no resolution. I then sent a letter with copies of death certificates to the mailing address for the company and received an email from them that they could not complete my request because they "called the customer" and it went to voicemail. The phone has been destroyed and, to restate, "the customer" is no longer alive. The responses I have received from the company have been both obtuse and insensitive at a time when I am dealing with the death of both of my parents. I am once again requesting one outcome - please cancel this cell phone service.

  Customer Answer

  Date: 08/16/2023

  Greetings,

  Since filing this complaint the company has reached out to me and has satisfied my request by closing the account.

  Regards,

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

• Initial Complaint

  Date:08/14/2023

  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.

  Have been using tracfone with no problems for 18 yrs, until recently three lines. I live in mountains and have no cell service at home, family only uses phones when away from home and since being retired that is rarely. I have for last 4 or 5 years bought year long extensions of service on **** from tracfone approved sellers with no problems, onMay 31st I purchased two cards applied by seller. Checked tracfone dashboard to confirm time had been delivered, it was. Both phones had many rollover minutes and texts and data. With no notice two of our phones were deactivated the ones I had just bought a years time and confirmed on their site that cards had been activated . I have spent hours on phone with tracfone been shuffled from one disinterested person too another and as many disconnections. I am senior disabled and on very little income a hundred and twenty bucks for two cards may not be much to some people and our rollover mins and data not mean anything to ******* tracfone, but they were serving me well until now. After this happened I did search and found many tracfone users are having same problem with having their service deactivated with no warning. Just want to have phones restored

  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 14, 2023, regarding BBB Case number ******** complaint.
  
  Ms. ********** complaint states that she bought 2 service plans thru **** on the 31st of May which was added successfully on their phones; she has confirmed from her online account that it has been applied. However, without any notice their phones were disconnected even when they had roll over minutes, text and data. She wanted both phones service restored.
  
  In reviewing Ms. ********** account, both phones were not active. The service plan she purchased thru **** was initially added to reserve; however it was not active reason to why their phones were out of service. Hence, there are several cause as to why a card is inactive, one could be- it was not scanned properly. Nevertheless, TracFone cannot reinstate services purchased thru other stores. Thus, customer can instead dispute the service plan where it was purchased.
  
  In addition, in order for their service to be reactivated, they need to purchase a service plan. Thus, she purchased a service over the phone which reactivated her line. Her husbands minutes has been recovered however, her phone number was under migration to ******** We advised her to use another phone which would be compatible to keep her phone number; she opted to use a bring your own phone so we advised her to purchase SIM card.
  
  We spoke with ********************** via phone number ************ on 8/24/2023, her phone number was still not working. We helped her attached the phone number to her preferred phone. Hence, it shows active and well provisioned however, we were not able to test her service since there was just limited coverage in her area even before. Moreover, the minutes she disputed for her phone number was not added since there were no balance prior to the disconnection. Nevertheless, she was at comfort knowing that all their lines were retrieved.
  
  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 Ticket Number 1282192949.
  
  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:08/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in May of 2023 trying to bring my service over to Tracfone. They checked out the phone and said it was compatible. I purchased a sim card plan and they tried to activate the phone. I would try to work on it and I would call them and they would do things for hours. Well this went on for weeks. I would get busy and tell them I'll call and try again later and they would tell me to restart it and check back to see if it finally came on. Well on 8-9-2023, I called and talked to several reps that had me troubleshoot more. Finally after being transferred several times and getting disconnected and someone calling me back, I couldn't take it anymore and asked for a refund of the $40 I spent on the phone card or a credit to my existing account since the card was not used and expired that day. I was just transferred again and each time they start the troubleshooting process. I even told the rep I may change my service because their customer service is bad and hard to work with. I wasn't able to get a manager. This has been so upsetting to spend hours and days and months on this. Someone please help.

  Business Response

  Date: 08/22/2023

  
  
  August 22, 2023
  
  
  
  Dear ****************************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 13, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you purchased a SIM card to activate your compatible phone. Upon contacting customer support many times, the phone was not activated. You are now requesting a refund for the $40 that you spent on the card.
  Based on the usage records we reviewed for your account for the time between 07/10/2023 to 08/10/2023, it does appear that a service interruption occurred during that time period, 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 would need to speak with you to determine why your services did not work when they were initially activated.
  Please not that as per our terms and conditions: Plans have no cash value and are non-refundable. Plans cannot be transferred to another account, nor can they be used with or transferred to another brand owned by TracFone Wireless, Inc. or another wireless service provider. No refunds or discounts will be given for unused Service that expires after your Service End Date; unused Service if your Phone is lost or stolen; or Plans purchased that are not compatible or supported by your Phone. Nonetheless, we can make a 1-time courtesy in your case.
  On the other hand, 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; therefore, in order to process a refund or transferred the services for the $40 service plan, we need to authenticate your account.
  We attempted to reach you multiple times via phone at ********** and **********, and email was sent to ***************** on 08/15/2023, 08/16/2023, 08/17/2023, 08/19/2023 and 08/22/2023; however, we were unable to speak with you and you have not responded to our emails.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1282070640.  Based upon the foregoing, we will close this matter unless we hear from you.  

  Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  
  
  Tracfone Wireless Inc.