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.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

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:08/12/2023

  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.

  On 8/09/23 I attempted to buy an iPhone 13 over the phone with a straight talk representative, which transferred me as the transaction was processing so my card was charged but the purchase didnt show up on straight talk records. It took three days to resolve that. Being a loyal customer, I attempted to make the same purchase on a computer on the straight talk website, as I hit the complete purchase button, a window popped up, saying my card was declined. I called my bank, the transaction had be approved and was processed. I called ST back and they said the have no records of the transaction. Total robbery. Please help me recover my stolen money

  Business Response

  Date: 08/24/2023

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/13/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that on 08/09/23, you attempted to buy an iPhone 13 over the phone. The transaction was completed as you card was charged; however, the purchase does not show up in our records. Upon contacting customer support, the issue has not been resolved and you would like for the money to be reimbursed.
  
   In reviewing your account, we were unable to locate the transaction, as we required specific information to find it; nevertheless, we have detected another BBB complaint which displays the reference number for the transaction, associated with the last four digits of the credit card used which does not belong to the account we found. Moreover, you were contacted by them and let them know that the refund was already processed. We wanted to confirm this information and be certain that no further assistance would be required.
  
  We attempted to reach you multiple times at ************ and e-mails sent to  ********************* on 08/17/23, 08/18/23, 08/20/23, 08/21/23 and 08/23/23; however, we were unable to speak with you and have not receive 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 1282072042. 
  
  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:08/12/2023

  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 purchased a new straight talk cell phone in late May this year and by late June that cell phone was no longer taking a charge. I called straight and they told me to send in the defective phone and they would send out a replacement. I shipped the phone July 8 and according to *** it was successfully delivered to the straight talk facility on July 12. Since then I have made many may calls to straight talk asking where my replacement phone is, when it is being sent. every time I called been told different answers I have been told it will be there Monday or Tuesday I called Wednesday because it wasn't there and they said it will be 3 to 5 business days I called after 5 business days because it didn't arrive and they said it would be tomorrow, and this has gone on and on like this. I still don't have a replacement phone. They told me yesterday that it would be here today by noon and they would call to confirm it was delivered. It wasn't delivered and when they called they told me it would now be 3 to 5 business days again. I'm starting to think they aren't going to send me a replacement. Please help.

  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 12, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that you have sent us a defective phone to replace it; however, you have not received the replacement phone.
  
  Your account has been reviewed and a replacement request was issued for your damaged Straight Talk phone on 07/07/2023. We determined the device needed to be replaced, since it was not charging. Refer to the ticket # **********. To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** ****************** tracking number on 07/08/2023.
  
  Our warehouse records indicate that we received your phone on 7/17/2023; however, we did not have the phone model that you sent us at our warehouse at that time; this information was not updated and caused no replacement to be sent when the original one was received.
  
  We apologize for any inconvenience this may have caused. We have updated your account since 08/15/2023; we created the request to send you the phone, that request was processed and the shipment started on 08/23/2023. Records show that the phone was sent via *** with 1ZY870930200251385 tracking number. The phone was delivered on 08/25/2023 to Wellington, ****.
  
  We have contacted you on 07/16/2023 to the phone number **********; you have been educated about the changes on this updates and informed you the time to wait which is 3-5 business days after the new request is processed.
  
  We spoke with you again on 08/22/2023 and let you know that the time frame has passed and that we will have your device shipped by the next day. We called you back on 08/23/2023 and provided you with the tracking number.
  
  We communicated with you once again on 08/26/2023 and reactivated your device with 2 $45 plans, which includes unlimited minutes, text and mobile data plus 5GB of hotspot, as a compensation for all the delays on this procedure and you accepted them. Refer to the tickets # ********** and **********.
  
  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 1282059552.  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:08/12/2023

  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 am complaining of fraud performed by a telephone service named Straight Talk. After purchasing a full month of service through straight talk, my service was shortened by 8 days. When I contacted customer service, I was refused to speak to customer service and denied those 8 days due to another account being attached to mine. No other account should be attached to mine. When asked about the other account they refused to provide that information. Even though I paid for a full months service I did not receive what I paid for. Then refused to fix any problem with my account or speak to a manager. Service was purchased on 8-12-23. But ending on 9-03-23, shortening what I paid for.

  Business Response

  Date: 08/17/2023

  Dear **************************,
  
              We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 12, 2023 regarding BBB Case number ******** complaint.  
          
               **************** complaint, states that after purchasing a full month of service through Straight Talk, her service was shortened by 8 days. She was refused to speak with customer service and denied those 8 days due to another account being attached to hers. When asked about the other account, she was refused to provide that information. She was refused to fix the problem or speak to a manager. 
  
              Upon review, we are able to locate an account using the phone number provided, and system is showing that account is active and well provisioned. As per records, customer purchase a plan with reference number BRM20230812016195908 for $45, *** Data, *** Tlk/Txt/ ILD to Mex and Can, with 5GB HS, 30-Day. However, it showed up in our system that her service end date is shortened for 8 days. Probably this is due to system error.
  
              We spoke ****************. 8/17/2023, and as per conversation, she complained that she was shortened for 8 days for the plan she has purchased. She have successfully authenticated the account and we processed to change the service end date via replacement with reference # **********. We have to use the replacement since we cannot use the change expiration date option, because this option is only allowed for feature phone. And we have successfully change the service end date to **************** account. 
  
             If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
             Please refer to KANA reference number ******* or Ticket Number 1282053718.
  
            Thank you for choosing Straight Talk Wireless.
                                       
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:08/12/2023

  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 want to receive a refund for product recently purchased and not received or utilized including a cell plan for $15 and a sim card for $2

  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 12, 2023, regarding BBB Case number ******** complaint.
  Mr. *********** complaints, stated that he is having concern about getting his refund that he purchased a sim card and a service plan, but he did not receive the order.
  
  We attempt to locate the customers account using his Name, phone number and email address, but we are unable to see an account with this we need to speak to the customer to further assist with the concern.
  
  We contacted Mr. *********** multiple times via phone number ********** and email to ************************* on 8/18/2023, 8/21/2023, 8/22/2023, 8/23/2023, but we failed to reach him. We received a reply on 8/23/2023 stating that he wants to ignore the complaint he filed.
  
  Refer to ticket number 1282253223.
  
  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.
  
  Thank you for choosing TracFone Wireless.
  
  Sincerely,
  
  
  Executive Resolution Department

• Initial Complaint

  Date:08/11/2023

  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.

  July 27, 2023 Date of Transaction.Phone : **************?I paid to have my ***************************** number activated. I received no email confirmation, no mail correspondence or anything. In the online account it said my number transfer was approved and yet for 2 weeks now its been in pending mode. I spoke to a representative today who stated they were going to go through the activation process.....But then the phone disconnected... I then went to look at my account and my phone number was removed, my account info was changed. I tried to call back and suddenly the reps were not able to find anything related to my phone number which was removed from the account. despite me giving the account into and PIN they claimed they couldn't verify my identity because I can't receive texts via the phone that was never activated, and refused to assist further and stated they would not give me a refund..... My contact info on the account, including my contact phone number was also changed and it was unable to do any edits online in the account... My phone was also SIM locked and they are refusing to unlock my phone in addition to refusing to give a refund. I have initiated an investigation with my credit card company as this seems like deliberate fraud and illegal tampering. I also asked repeatedly for a supervisor to make a complaint and they blatantly refused to transfer me after I made several calls and attempts......This seems like a very shady company and now I realize that thousands of other people have made similar complaints. I DEMAND A REFUND AND MY PHONE BE UNLOCKED OR I WILL ALSO INITIATE A COMPLAINT WITH THE *** AND FCC...

  Customer Answer

  Date: 08/22/2023

  This issue has yet to be resolved. My account continues to be tampered with. Someone has now added a new phone # to this account and deleted my account without my permission, and I have yet to get a resolution about my phone being unlocked. I have initiated a dispute with my credit card company and I demand that Tracfone delete my Card ending in **** from their servers

  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 12, 2023, regarding BBB Case number ******** complaint. 
  
  Mr. ******** complaint states that he paid to have his Tracfone device and phone number activated however for 2 weeks its been in pending mode and phone number was change.
  
  In reviewing Mr. ******** account, our records show that account is no longer active The device is supported with the current network and usage shows that account is successfully used.  However, within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections,slower ******************* and data speeds or no ****************** or data connectivity and call interference.  This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather,and other conditions. We apologize for the recent issues that ************** *** have experienced with her Straight Wireless services. With this we need to speak with the customer so we could provide trouble shooting step and the same time authenticate the account for security purposes.
  
  We spoke with Mr. ******** on 8/18/2023 and he request for a refund on the charged generated on his credit card. However, there is no usage shows. With this we need to speak with the customer again to verify and authenticate the account for security purposes.
  
  To assist Mr. ******** issue, we will need her SafeLink account information. It is required to ensure customer account security. In addition, we also need to speak with her on another line so we could proceed with the troubleshooting steps.
  
  SafeLink Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  Attempt were made to contact Mr. ******** via phone number ********** and email address ******************** on 8/18/2023,8/19/2023, 8/21/2023, 8/22/2023 and 8/28/2023 but we were unable to reach him.Mr. ******** responded on our email on 8/18/2023 however, he did not answer our call.
  
  If Mr.******** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Ticket Number 1282240802.
  
  Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 08/28/2023

  This issue has been resolved

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  In reference to complaint ID ********, I have in fact responded each time to the emails as there is no record of any attempts to contact me except once, and I have also spoken with several representatives. However, they have refunded the amount and unlocked the phone. I will just make sure to never do business with these people ever again. 
  
  The resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/11/2023

  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.

  11 Aug 2023. $19.99. On this day I added airtime to my Tracfone cellphone Account, ************, a Tracfone smart phone. I added a 60 minute/90 day airtime card # ***-741-707-673-570. Since I was adding airtime to a smart phone, Tracfone triples the value, adding 180 minutes, 180 texts and **** GB data. My beginning balances were **** minutes, 570 texts and **** GB data. My new balance was **** minutes, 570 texts, **** GB data. Only 60 minutes was added. Not 180 minutes, no additional texts, no additional data. After a 20 minute conversation with Tracfone costomer service, I was told numerous times that my benefit had been added to my account. That the new balances were after the benefit had been added. They asked when I last checked my balance and I said, just before I added the new airtime card. They then said "the system automatically adds the benefit" and they have no way of verifying what my prior balance was. I have had a Tracfone smart phone for 8+ years and have always received the triple benefit without issues, which includes ***** airtime additions.

  Business Response

  Date: 08/17/2023

  Dear *********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 11, 2023, regarding BBB case # ******** complaint.
  Your complaint states that on 08/11/2023 you added to your phone the $19.99 service card with 60 minutes plus 90 days of service.  You just received 60 minutes instead of 180 as you used to receive every time you refill your service.  You want your missing balance.
  We have reviewed your account and determined that you did not receive the triple minute benefits on your last redemption made on 08/11/2023. We have determined that a technical issue caused the system to not apply the full benefits to your account.
  We have contacted you on 08/17/2023 to the phone number **********; you properly authenticated your account, and we successfully added 120 minutes to talk, 120 text messages and 120 MB for data.  You can refer to the ticket # ********** for reference.
  We apologize for any inconvenience this may have caused. We have since updated your account and can confirm that the missing minutes were properly delivered to your 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 1282019293.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Tracfone Wireless
                         
  Sincerely,
   
  Executive *********************

• Initial Complaint

  Date:08/10/2023

  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.

  Bought *********** Straight Talk pone in July 2023. Faulty. Straight Talk Tech Manager said return it (provided a *** return label on July 21) and new phone would be shipped in 3-5 Business days. I am now at 23 days, talked to 14 representatives, many in the "Executive Resolution Department(ERD)" (a foreign call center where they follow a script). I have been given false information several times--ERD Said it has been shipped; then still in process; will receive in 2-3 days; never shipped, etc. Then, told it was shipped, and receive in mail a older model, reconditioned, lower spec. phone--did not open. Called ERD who said "original ticket" for the new phone replacement still open, I would receive it in 2-3 days, and gave me a *** tracking # which turned out to be false. Called back 8-9-23, and *** said replacement in process, and I should wait **** days!!I have no phone; ST has my property which is a fully paid phone; I have no expected date of receipt; I have spent over 20 hours talking to a worthless call center that gives false information, and many of which you can't understand; my business is suffering; I am still paying monthly fees for a phone I don't have; and ERD stonewalls any additional follow-up and you are never able to reach the same "manager" even though I have names and employee #'s. I found a site ***************** Owl.com/tracfone) which documents this is an on-going pattern with straight Talk/Tracfone. I have talked to 14 ST employees/managers, and now e-mailed TracFone SVP of ************* (***********************) and VP *******************. Still nothing. They "stole" my paid property, lied repeatedly, provided false information, and are terrible/disgraceful at any resolution. I am worse off now that I was when I called 22+ days ago. I have been a Straight Talk customer about 12 years.

  Business Response

  Date: 08/24/2023

  Dear *********************:
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2023, regarding BBB Case number ******** complaint.
  ****************** complaint states that he received a replacement phone which is an older model,reconditioned and a phone which has a lower specification. He returned the phone and did not receive another replacement.
  ****************** was contacted multiple times via phone number ********** and sent messages to his email address, *********************,on 08/18/2023 and 08/22/2023, but we were unsuccessful. He has failed to respond to our calls. However, we received a response from one of our emails on 08/23/2023 stating that, After 30 days, and discussions with over 14 Straight Talk Employees, the issue was resolved on August 18.  I have received the new replacement phone and it has been activated, and lost service time credited.  This case may be closed.
  Review,delayed shipment causes the unavailability of the same model. Based on the original ticket created for the replacement phone with reference number **********, dated 07/21/2023, it was updated to its corresponding phone model as his defective phone and the package was successfully delivered to **********, ** on 08/18/2023 at 4:14 PM at Front Door. It was delivered through *** ************** Services) with the tracking number 1ZY870930200249058.
  The account is now provisioned and active in our system. Call records show that minutes were being in used for calling, texting and data.
  If ***************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to email reference number ******* or Ticket Number **********.
  
  Thank you for choosing Straight Talk Wireless and have a great day.
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 08/26/2023

  BBB--Thank you, and the *** for your help and support. The matter is resolved as of 8-18-23, with receipt and activation of new replacement phone.  Just for the record, the above response from TracFone minimizes the extreme, intense interaction with this company, and the parallel *** involvement which eventually gained resolution. I am confident this would not have been resolved without a) BBB involvement, b) *** involvement, and c) my daily follow-up with TracFone and detailed notes of contacts.  Thank you for your help.

  Customer Answer

  Date: 08/30/2023

   
  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.   BBB--Thank you, and the *** for your help and support. The matter is resolved as of 8-18-23, with receipt and activation of new replacement phone.  Just for the record, the above response from TracFone minimizes the extreme, intense interaction with this company, and the parallel *** involvement which eventually gained resolution. I am confident this would not have been resolved without a) BBB involvement, b) *** involvement, and c) my daily follow-up with TracFone and detailed notes of contacts.  Thank you for your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When switching to new phone I had a balance of 24.89GB of data verified by the technician. After switching over my balance was zero. They refused to return my balance to its previous level. After talking with them for hours they said they would make it right by giving me 2 GB of data. I have never received the data and had to purchase on my own. I have saved transcripts to prove this and a photo of the dashboard showing my balance before the transaction.

  Business Response

  Date: 08/14/2023

  Dear *************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/10/2023 regarding BBB Case number ******** complaint.
   
  In accordance with **************** complaint alleges that hes having issues with his data balance. He upgraded his device, but the data allotment has not transferred to his new phone.
   
  As per our investigation, the account is active and well provisioned in our system. His current service is the $20 Unlimited Talk & Text, 2GB Data 30-Day. He has ****** MB of data balance. Also, we have found a ticket created for a replacement service with reference ID **********, but no data allotment included.
   
  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 called and spoke with **************** on August 11, 2023, at 6:00 PM EST via phone number ************, he was able to authenticate his account and we provided the erased data from his old phone with a reference ID ********** but theres a limit per transaction. Thus, we need to call him back on the next day to provide the remaining data.
   
  We did a follow up call to **************** and spoke with him once again on August 12, 2023, at 5:45 PM EST via phone number ************, He completed the authentication, and we provided the data allotment with reference ID **********. Also, the refund has been processed as per customers request due to misinformation, he was told to purchase a data card on 8/10/2023 to be able to fix his data connection even though he still has data balance with reference ID ************** and 1697582618_CR0.
   
  Refer to ticket number 1281867585.
   
  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.
   
  Based upon the foregoing, we will close this matter unless we hear from you.

  
  Thank you for choosing TracFone Wireless. 

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/9/23 called Straighttalk (owned by Tracfone, owned by ******** to refill my pay-as-you-go monthly cell phone plan, of which I have a discount through the Affordable Connectivity Program. Total for the transaction was $28.52 for ONE month of cell phone service. However, my debit card was charged $28.52 THREE (3) times, for an ADDITIONAL amount of $54.04.Transaction numbers with 8/10/2023 date:Order ID: ******************** $28.52 Order ID: ******************** $28.52 Order ID: ******************** $28.52 The original call representative abruptly ended the call referencing "system error", advising I would need to call back after 15 minutes. On the call back, I informed an other call representative of the 3 charges, who finally stated it would be elevated to Corporate and I should hear from them in next 24 hours. This action by the Rep came after explaining my previous futile experience.Prior to this, in March of this year, I had another incident of overcharging by Tracfone, in which I was subjected to an exhausting round lasting several hours of bouncing from department to department, in a virtual merry-go-round, attempting to resolve the overcharge with NO success. The Pattern is: call representatives reading from a script, transferring you to yet another department, and when you finally get to a refund department, you are informed that, no, this department is only for returned devices, but they would be happy to transfer you to yet another department, which department you've already been to several times. The end result is no call representative was ever able to facilitate a resolution. And the picture you get is one of entering into an exhausting endless loop of nowheres, where at every step, it is beyond the capacity of every representative to exercise authority, seemingly by Design, when it comes to attempting to get your money back. And therefore you will avoid subjecting yourself to this utter frustration the next time.

  Business Response

  Date: 08/14/2023

  Dear ***********************, 
  
              We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2023 regarding BBB Case number ******** complaint.  
          
              Mr. ******* complaint states that he called Straight Talk to refill his service of which he have a discount for ACP, $28.52 every month. However, his debit card was charged $28.52 for 3 times for a total of $54.04.  He called numerous times wherein he was told that there was a system error and needed to call us back after 15 minutes. There are certain calls that he was told that it will be elevated to corporate and he should hear from them in the next 24 hrs. Prior to this, in March this year, he had the same incident in which he was subjected to an exhausting round lasting several hours of bouncing from department to department in attempting to resolve the overcharge with no success.
  
  Upon review, we were able to locate an account using his phone number, account is active and well provisioned. And there are calls pertaining to this issue. System is also showing that there are 3 charges on 8/10/2023 with reference # BRM20230809015388834, BRM20230809015389096, BRM20230809015389110, for $28.52 each. However, on 8/11/2023, there was a refund processed with reference # BRM20230811015945004 and BRM20230811015947031. As per records, he applied for ACP 3/1/2023 and was approved 3/2/2023. Benefits include Unlimited Talk, Unlimited Texts, and *************** Plus 15GB of Hotspot Data.  
             
  We spoke with **************** today, 8/14/2023, and as per conversation, he stated that he added a plan to his phone via web, but did not went thru so he called and a representative told him that the payment did not went thru, so he added another payment, but then he received a text saying that he was charged 3x for the same plan with the same account.  We apologize to **************** for this inconvenience and informed him that maybe he was experiencing some system errors and a glitch from our system, and re assured him that we will raise this issue to the higher department and that this will not happened again. Furthermore, we added that refund has already been processed for 2 charges, and he confirmed it. And since he is enrolled in ACP, much better that he call us if he wanted to add a plan to his phone.
             
  If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
             Please refer to KANA reference number ******* or Ticket Number 1282005863.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction : 7/17/2023 Total amount of purchase: $22.72 Purchase was towards 500 minutes talk time ( for $10 plus tax) and Global calling card to make international long distance calls (for $10+tax)Nature of dispute: the minutes got added to my phone but the global calling card amount did not. On the day of the above mentioned purchase, my phone already had a balance of $6.19 for international calling from a purchase made previously.The customer service refused to resolve this even after multiple phone calls spending my talk time for over 2.5 hrs (ie.,over 150 minutes talk time) . I provided all the details that clearly show the error. The customer support were neither willing to resolve this nor willing to give a full refund. Besides, two of five customer support staff that I interacted were rude.Purchase Order ID: ******************

  Business Response

  Date: 08/17/2023

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 09, 2023, regarding BBB case # ******** complaint.
  Your complaint states that on 07/17/2023 you purchased a $10 plan for 500 minutes and $10 International Long Distance (***) plan; however, only the minutes were added. Upon contacting customer support, you spend over 150 minutes and no resolution was provided. You are now requesting a $50 compensation for this situation.
  We checked your account and we found the payment made on 07/17/2023. We determined that the $10 *** plan was not added due to an unexpected error. We apologize for all the inconveniences this may have caused. We have updated your account to make sure the error does not happen again.
   We have contacted you on 08/16/2023 to the phone number **********; we have informed you that we do not issue monetary compensations, instead we offer you to restore you minutes and the *** balance, you requested a higher value to restore and we agreed. We granted to your account 300 minutes, $20 *** balance and 1GB of data for all the impasses and inconveniences. Refer to ticket # **********.
   If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1282137287.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  
  
  Tracfone Wireless ****

  Customer Answer

  Date: 08/17/2023

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