Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,480 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/09/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
See previous complaint #********. It has the information about the original complaint of which no action was taken. Spoke to Reliza from bbb on 8-8-23 @ 1:50 pm who advised me that they were not replacing the new tracfone I was supposed to receive on ticket #**********. I had spoke to ******* on 8-7-23 who advised me I would be receiving my phone in 1-3 business days. And was told that they would transfer all the minutes and the year card on the new phone. This whole mess/headache started when I was out in the Northwoods of *****, as I do search and rescue for lost animals and also for lost individuals in this area. I had been out in the ***** and I needed to call and I tried using the phone and it told me that it would not make a call unless I purchased a calling card. Please note, it used to work, but now it doesnt. I was advised by TracFone that I should buy a new phone. I refuse to buy a phone and all the minutes because I was told I was going to get a replacement that would work in this area. This is been referred to my attorney and I also want to file another complaint since the girl hung up on me from the Better Business Bureau her name was Reliza. Please handle asap and if you call my home number ************ and Im not answering, please be sure to leave a detailed message or send an email to **************** Thank you
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 09, 2023, regarding BBB Case number ******** complaint.

             Mr. ******* complaint, states that he already filed complaints, with no resolution. He spoke to a representative said that he will no longer receiving a replacement phone and was advised to purchase a new device.

            As per investigation, **************** account is under migration and its no longer active in our system. There was a ticket created on 07/17/2023 for the Migration order issues with ticket number **********. As per checked, tracking details are no longer visible due to 120 days policy, we need to provide the options. We need to speak with the customer for further assistance.

We contacted **************** multiple times via phone number ********** and email to *************** on 8/16/2023, 8/17/2023,8/18/2023, 8/21/2023, and 8/24/2023, but we failed to reach him, and we are still waiting to hear from him.

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

           Please refer to KANA reference number ******* or Ticket Number 1281562360.

           Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/25/2023
The reason you have not received a response from me is because I am not at home. I have not gotten any messages because I am not at home. I will not be home for another week or two, depending on the situation with my family and the health crisis. So what do you want from me? Can you please just send me an email and let me know, and I will tell you an answer to your response to my complaint I would appreciate it. Thank you very much. ************ is very bad and I have a limited amount of minutes , and obviously my TracFone is not working so that is out of the question. Thank you very much and hope to hear from you soon again I am not home and I did not know that you had called. What else can I do? Have a great day.
Customer Answer
Date: 08/30/2023

Complaint: 20443511

I am rejecting this response because:The reason you have not received a response from me is because I am not at home. I have not gotten any messages because I am not at home. I will not be home for another week or two, depending on the situation with my family and the health crisis. So what do you want from me? Can you please just send me an email and let me know, and I will tell you an answer to your response to my complaint I would appreciate it. Thank you very much. ************ is very bad and I have a limited amount of minutes , and obviously my TracFone is not working so that is out of the question. Thank you very much and hope to hear from you soon again I am not home and I did not know that you had called. What else can I do? Have a great day.

Sincerely,

*******************
Business Response
Date: 09/08/2023
Dear *******************,

This is in response your rebuttal 08/30/2023 regarding your Better Business Bureau complaint.
Ticket # ********** has been created to send a replacement device.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Straight Talk Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/11/2023
Hi. The replacement phone that you are sending, will it definitely work in my area? Also, would you please provide me the tracking number and the **** As soon as I get this information and receive the phone then I will gladly advise the BBB that the complaint can be close, but until this time right now I need to see if this phone is going to work. Thank you very much for your response and hope to get this information so I can see when its arriving as soon as possible. Have a great day.
Customer Answer
Date: 09/12/2023

Complaint: 20443511

The replacement phone that you are sending, will it definitely work in my area? Also, would you please provide me the tracking number and the **** As soon as I get this information and receive the phone then I will gladly advise the BBB that the complaint can be close, but until this time right now I need to see if this phone is going to work. Thank you very much for your response and hope to get this information so I can see when its arriving as soon as possible. Have a great day.

Sincerely,

*******************
Business Response
Date: 09/13/2023
Dear *******************,

This is in response your rebuttal 09/12/2023 regarding your Better Business Bureau complaint.

Research indicates that the device was shipped *** Tracking #1Z7X28F00241204851.
The device is compatible in your zip code.

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.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:08/08/2023
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 plan for a phone ******** I thought was still associated with my account. It wasnt, so I want to cancel the plan and get a refund. Tracfone wont let me without authenticating the account. I cannot do this as I am not connected to the number I thought I was getting. They will not cancel charges to my card for a service Im not getting
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 8, 2023, regarding BBB Case number ******** complaint.

************** complaint alleges that she was denied to get a refund for the service plan she did not get.

We spoke with ************ via phone number ********** on 8/14/2023; we discussed the status of her account and the payment she made. We were able to proceed with the requested refund. We confirmed with ************ that her credit card linked to the account was not enrolled for automatic payment.

TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated by the account holder. We reviewed ************** payment history and we found a payment for a $15 plan purchase for the month of August. Our records indicate that the purchase was completed on 8/8/2023 via credit card payment in the amount of $17.27 per merchant ID **********.

An in-depth review of ************** usage records indicates that there was no usage found for the service plan redeemed on 8/8/2023. As one-time courtesy, given that there was no usage for the service plan; we have processed a refund in amount of $17.27 on 8/14/2023 per refund reference number 1696996269_CR0. ************ can expect to see the refund amount credited to her bank account within 3-5 business days or up to 2 billing cycles.

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 1281778826.

Thank you for choosing TracFone Wireless.
Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/08/2023
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.
We canceled our phone line through tracfone well over a year ago, maybe closer to 2 years at this point. They are charging us $22.83 a month even though we don't have any services through them. They said we don't have an account, so are not willing to help resolve the issue.
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 08, 2023 regarding BBB Case number ******** complaint.

**************** complaint, states that she is having concern about the charges to her account even if they already canceled service.

We spoke with ****************, August 15, 2023 at **********. As per conversation, on November 2021 she requested to get her account deactivated since she is no longer using the phone. It was not deactivated proper and was keep on charging her account from the start of November 2021 up until July 2023. We educate her that we can issue refund for the 180 days of the purchased time and she agree. After she agree we ask assistance first to BAFM department to check the usage and found out that there was no usage for the month of November 2021 up to July 2023. Further reviewing the account there are already charge back made on the month of April 2023, May 2023, June 2023, and July 2023 and we refunded the month of March 2023 and February 2023 successfully. We informed her that the other charges need to be manually refunded and we will be calling her back after we send and escalation for the manual refund.

We spoke with ****************, August 21, 2023 at **********. As per conversation, we educate her that a manual refund ticket was created today with reference ticket number ********** and give TAT for ***** hours. Once there will be update we will be calling her back

We contacted **************** back via phone number ********** and email to ******************** on 8/23/2023, but we failed to reach her and we are still waiting to hear from her.

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

Please refer to KANA reference number ******* or Ticket Number 1281867417.

Thank you for choosing TracFone Wireless.


Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/23/2023

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:08/08/2023
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 prepaid my TracFone # ************ with a service ending date of Oct 30, 2023. Tracfone is supposed to provide the service during my paid service period ending on Oct 30, 2023. I was out of country for a while, and discovered my phone number was disconnected when I returned to the US. See the following message screenshot from my account in my supporting document. My point is that I paid for a service and no matter how I used it, it is not Tracfones business. I was out of country and Tracfone does not have its service in this area. Tracfone just cant deactivate my phone number and assign me a new number when I call in to reactivate my phone. I paid for my old number ************. During the pre-paid service period, the ownership of this phone number is mine. Tracfone has no right to deactivate my number and assign me a new number. I want my paid number back .
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 08/08/2023, regarding BBB case # ******** complaint.
Your complaint states that you loaded services for your line ending with **** and your service end date was 08/30/2023. However, after being out of the country and not using the phone for a while, the service was disconnected. For the impasse, you request your phone number to be reassigned to you.
In reviewing your TracFone Wireless account is no longer active, records confirmed that the line was disconnected on 01/13/2023 due to non-usage. Usage records show that the last usage on the account dated 07/06/2022. We also determined that your phone was previously connected to the former 3G network which we do not have further access to after our latest network update and 3G network disconnection that took place during the last months of 2022.
We have attempted to retrieve the phone number requested ending with ****, however, we were unable to di it given that the phone number was returned to the original carrier AT&T what makes it not available to use at the present moment.
Please be aware that as per TracFone Wireless terms and conditions of use; TracFone Wireless reserves the right to discontinue service and deactivate any handset for which there is no voice, text or data services usage without prior notice. In addition, by using our service, you accept not to have ownership rights to any telephone number, IP address or any other identifier associated with your service and you acknowledge and agree that we may change any such number, IP address or other identifier associated with your service at any time without prior notice or liability to you.
Nevertheless, given the circumstances we have determined it is possible for us to retrieve the service days left on your account after disconnection; however, we need to speak directly with you in order to retrieve the services and issue you with a compatible *** card to assure the proper connection of your phone to the current 4G VoLTE network.
We contacted you on via phone number at ************ on 08/22/2023; we informed you about our company policies and terms of use; you agreed to have the service retrieved to your line with a different phone number and requested 3 months of compensation for the impasse. We have agreed to your request and issued you with a *** card per reference ticket number **********. Nevertheless, after the agreement, you informed us that you are not currently located within the country and that we could continue in contact to materialize our agreement upon your arrival on 09/20/2023.
The ticket for the *** card delivery was updated and records confirmed it was delivered on 08/23/2023 by *** with tracking number 1Z13R27E0347079773.
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

Sincerely,

Executive **********************
Customer Answer
Date: 09/22/2023
To Whom It May **************** just received the *** card for a GSM (T-mobile) network sent by Tracfone. When I followed the instructions from Tracfone to call back at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. with reference# ******* or ********** to activate this *** card and to retrieve, the agent was not able to help me. The agent **** who handled my complaint was supposed to call me back on Sept 20 after I received this *** card. But **** did not call. I called the above customer service number twice, and was told someone from Tracfone would call me back in 5 minutes or 30 minutes. But no one from Tracfone called me back.
Therefore, on the paper Tracfone closed the my complaint case. In reality, when I followed tracfone's solutions to work on detailed steps to activate my phone, I was not able to activate this *** card and to retrieve my lost balance.
Please reopen my complaint and help me to reach a solution with Tracfone.
*******
Customer Answer
Date: 09/22/2023

Complaint: 20438793
To Whom It May **************** just received the *** card for a GSM (T-mobile) network sent by Tracfone. When I followed the instructions from Tracfone to call back at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. with reference# ******* or ********** to activate this *** card and to retrieve, the agent was not able to help me. The agent **** who handled my complaint was supposed to call me back on Sept 20 after I received this *** card. But **** did not call. I called the above customer service number twice, and was told someone from Tracfone would call me back in 5 minutes or 30 minutes. But no one from Tracfone called me back.
Therefore, on the paper Tracfone closed the my complaint case. In reality, when I followed tracfone's solutions to work on detailed steps to activate my phone, I was not able to activate this *** card and to retrieve my lost balance.
Please reopen my complaint and help me to reach a solution with Tracfone.
*******

Sincerely,

*******************
Customer Answer
Date: 09/25/2023
To Whom It May ****************** new SIM card sent by Tracfone is not working on my ******* A51 phone. I got repeated error message telling me the phone was not registered on the network. I tried the *** SIM card even on another relatively new ******* A73. The card did not work with the same error message.
My old # worked well on my phone before Tracfone disconnected my # early this year, and then lost my phone number during my paid contract term. I guess Tracfone is pushing its customers to buy a Tracfone branded cell phone. Can Tracfone provide me a free tracfone with a SIM card to make this device will surely get registered on its own network?
My aunt is a Tracfone customer. She ran into a similar problem with Tracfone, and multiple SIM from Tracfone did not solve the problem until Tracfone provided her a free tracfone with a SIM.

Please consider.
Business Response
Date: 09/28/2023
Dear *******************,

We do apologize. Per conversation we will send you a replacement sim card via ***** overnight. Your ***** tracking number **** *********.You may reach me directly via email to ************************************.
My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless,Inc.
BBB Specialist
Customer Answer
Date: 10/06/2023

Complaint: 20438793
Hi Jany,

I received the ******* Compatible *** card with the *** card # ******************** sent by you. You mentioned this *** card had been activated, and I just need to plug the card in.

I tried two ******* phones, but the *** card from you failed on both phones with an error message of "Your phone's not registered on a network, so you can only make emergency calls."

The first phone I tried was a ******* A73, a BYOP device. The *** card did not work on this BYOP with the error message.

The 2nd phone I tried was actually a Tracfone branded ******* A51 phone my husband received directly from Tracfone. The phone works with his tracfone phone *** and phone number. When I put the *** card from you in, the phone did not work with the error message of "not registered on the network."

Can you consider sending me a phone with a *** that is tested working on your network? Otherwise, I don't know what else needs to be done to get my phone working again. Before Tracfone lost my phone number and discontinued my service, my own phone worked just fine on the network.

Thank you for your consideration in advance!

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 10/11/2023
Hi there,
Tracfone corp office called me on Oct 10. I followed the instructions from this representative Jany putting the *** card # ******************* into my ******* A50 with the last 4 digital ****. It did not work. I got the same error message stating my phone was not registered on the network. And the representative from Tracfone asked me to purchase another new phone from Tracfone.
I believe the problem has a lot to do with Tracfone pushing its existing customers to the ********* network after ******* bought Tracfone. Some of existing Tracfone's customers' phones are not compatible with ********* CDMA network. To cover the network migration costs, Tracfone is asking a lot of its cusomers who had their working phone on prior Tracfone's network to bear the costs of migrating to ********* CDMA network.
This is not a fair business practice. Not to mention during this process, Tracfone even lost my paid phone number. I am NOT going to buy another phone from *******/Tracfone from my own pocket.
Thanks!
*******************
Business Response
Date: 10/12/2023
Dear *******************,

The system indicates that the sim card was delivered to you successfully for the phone number ending in **** with IMEI/Serial number ***************.
All the above information has been provided so we will consider this matter closed.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:08/07/2023
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 company is a joke. I purchased a prepaid phone years ago and still have the phone in my possession. I called to get the phone network unlocked and they tell me I have to set up another account to get it unlocked. I already have a phone number with another company who I'm very satisfied with. When I stressed this to the girl, she said she had to transfer me to another department and hung the phone up. I called back, went through the same thing with the second rep, who said that she could unlock it if I provided her all the information on my new telephone number including account number and so forth. Keep in mind this is with a totally different company. When I told her I would not provide that because I didn't want them to switch my service to them, she told me she had to change departments to get someone who could better serve my issues. Once again I was hung up on. Called back, rep ** said I don't have to do any of that that if I would give her a **** Mastercard or American Express number she could get me the unlock code immediately. When I stress to her that it was a $25 prepaid phone that I did not want to have to pay for an unlock code after I had already bought the phone, she again transferred me and hung me up. I called back and spoke to the 4th and final rep who said she would send instructions to an email that I no longer have access to but would not let me change the email without accessing the email that I don't have access to. It was a joke and this company is laughable. I advise anyone before they do business with them just be aware that when you stop having their service you may as well throw away your phone. They will not unlock it. I have dealt with multiple companies that always unlock the phone after my contract was up. And prepaid phones unlocked at any time I asked. Trying to get a TracFone unlocked took an hour from my life that I will never get back, not to mention it raised my blood pressure! HORRIBLE customer service!!!
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 08/08/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a prepaid phone years ago and that you still have the phone in your possession. You added that you called customer service support to get the phone unlocked; however, they told you that you have either to set up another account, provide with all the information about the new telephone number and your bank information.

Please know that unlocking a Tracfone device refers to disabling software that would otherwise prevent you from activating the device on another carriers network. However, due to different carrier technologies, an unlocked Tracfone device may not work, or may experience limited functionality, on another carriers network. Tracfone is not responsible for any limitations of service, or otherwise, resulting from the use of an unlocked device on another providers network.

For Customers with Apple devices: Tracfone will automatically unlock the device when it becomes eligible for unlocking. For all Apple devices activated with Tracfone prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active Tracfone Service. For Apple devices activated with new Tracfone Service on the Tracfone network on or after November 23, 2021, the device will be automatically unlocked sixty (60) days after activation in the absence of an indication of fraud.

For Customers with non-Apple devices: Tracfone will provide an unlocking code to customers who request unlocking, provided they meet the following conditions:

(A) 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 Tracfone network on or after November 23, 2021, then at least sixty (60) days must have elapsed since the device was activated.

(B) The device must be in working condition.

(C) The device has not been reported stolen or lost, and there are no indicators of fraud.

If you have not met the required minimum period of active Tracfone Service, Tracfone may unlock your device, but you will incur a charge of up to $300, depending on how long your Service was active prior to the unlocking request.

If you would like to check if you are eligible or submit an unlocking request you can do so online at ************************************************ or by calling **************.

Tracfone may refuse any unlocking request that would result in an abuse of its Unlocking Policy or is part of an effort to defraud Tracfone or its customers. Tracfones Unlocking Policy is subject to change at any time without advance notice.

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, to unlock your device, it is required to validate the security of your account thus we can determine if you are eligible or not for the unlocking process.

We searched our system by your name, contact number, physical and e-mail address; however, were unable to locate an account in our system. As of that, it is required to speak with you to properly assist you.

Attempts were made to contact you via phone number at ************ and e-mail was sent to ***************** on 08/11/23, 08/12/23, 08/13/23, 08/14/23 and 08/17/23; 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 1281871820..

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/07/2023
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.
Around 12:30 pm EST on 8/7/23, I contacted Straight Talk with the intention of adding my family's phones to the multi-phone plan under my number ************. The representative informed me that I needed to verify each phone through text messages to consolidate them under the same account. After grappling with this issue for an hour (considering the other phones belonged to my family members), I was informed that two out of three phones had been successfully added to my account. The third phone, which belonged to my daughter still needed verification and to call back when I had access to this phone. Later, at approximately 8 pm EST, I made another call to address this matter. Unfortunately, the agent I spoke to displayed a lack of knowledge and was rather impolite. She contradicted the information I had received earlier, claiming the phone that was supposedly requiring addition had already been added, and the one I added earlier in the day at 12:00 pm needed verification. This one is complicated to get to as it belongs to my daughter who is living in ********** while we reside in *********. I reiterated that I had already completed the verification process and it was added early that day should not need to do it again. Despite explaining this, the agent continued to repeat the same instructions.Growing frustrated, I requested to speak to a supervisor, to which the agent outright refused, asserting that she possessed the necessary qualifications to address the matter. I disagreed with her assessment, pointing out her lack of expertise, at which point she deliberately made loud noises by pressing buttons and ultimately terminated the call. This lady's behavior and attitude throughout the interaction were entirely unprofessional.
Business Response
Date: 08/18/2023
Dear *********************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/03/23, regarding BBB case number ******** complaint.
Your complaint states that you called to add 3 lines to his account and you had issues adding them because one of the lines belong to a family member that could not authenticate the account immediately. You called back and you were told that your family member line was already on the account and one of the others was the one you needed to add.

We spoke with you via phone at ************ on 08/18/23 and after make sure that you have successfully validated both accounts we were able to add the 4th line to your account. Now, you can start using the multiline discount with the $45 plan after the end of your billing cycle.

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 1281868883.
Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:08/07/2023
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 morning August 7th my Tracfone service for ************ was deactivated. I had service until January **** and 29GB of data. My phone was reactivated this morning and my data my reinstated. This afternoon my service was deactivated again and finally reactivated again but the agent could not find my data record to restore my 29GB of data that I had as of this morning.
Business Response
Date: 08/11/2023
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/08/2023, regarding BBB Case number ******** complaint.

Your complaint states that your service has been deactivated on August 7th. Upon contacting customer service, your account was reinstated; however, your balance was incorrect since you had 29GB of high-speed data and after reactivating the account, you were informed that there were no records of the high-speed data service prior its deactivation.

In reviewing your account, we detected that you are currently enjoying the Affordable Connectivity Program and your balance displayed that you had only 23GB remaining.

We received a call from you on 08/10/23 and one of our customer service representatives as able to restore the 29GB of high-speed data you were approved for per ********************************* spoke with you via phone at ************ on 08/10/23 and you confirmed that the high-speed data was restored, and the service is properly working. No further assistance is required.

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 1281752204. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:08/07/2023
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 have had a tracfone for years with no problem. Now, I am unable to access my account online or through their app. I have been trying to get this reset for weeks by calling their 800 number. They have repeatedly told me they will be sending an email with a link to reset my password, but they never send it. They keep telling to check my spam folder, which I do. Nothing from them. They do however manage to send marketing emails daily.
Business Response
Date: 08/11/2023

Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/06/23, regarding BBB Case number ******** complaint.

Your complaint states that you are unable to access to your account online or through the mobile application. You added that customer service support has repeatedly told you that they will be sending an email with a link to reset your password, but it never arrives.

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 successfully spoke with you via phone at ************ on 08/0102/23 and you requested to be called at the land line ending in ****. Furthermore, you were able to authenticate the account; moreover, we reset the password in our end, and we sent you with the reset link via e-mail. Shortly after, you mentioned that you were able to reset the password and then log into your account.

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 Tracfone Wireless.
Customer Answer
Date: 08/11/2023
I was able to access my account when ********************** called me in response to my BBB complaint. I just cannot express the frustration over the last month, trying to get this resolved. This should have been handled in my first contact with their customer service department. It should not be necessary to file a complaint with the BBB for such a simple matter.
Customer Answer
Date: 08/14/2023

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.I was able to access my account when ********************** called me in response to my BBB complaint. I just cannot express the frustration over the last month, trying to get this resolved. This should have been handled in my first contact with their customer service department. It should not be necessary to file a complaint with the BBB for such a simple matter.

Sincerely,

*****************************
Initial Complaint
Date:08/07/2023
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.
Contact made 7/15/23. Informed *** phone not working, not recharging. *** stated would send new battery and pack free of charge. Ticket no not given. Told to call in three days if not recd. *** placed wrong address on package. Called informed *** wrong address on package told to contact **** Called *** said ******** had to change address. TRACPHONE refused to correct address and said had to wait till package return to warehouse. Many calls to Csr transfer to warehouse. Refused to escalate, refused to provide supervisor, refuse to provide head quarters address. When package returned to warehouse made several calls again to have battery and pack resent. Told had to wait till warehouse recs it. Told *** already verified recs. *** referred once again to warehouse a supervisor said giving me new ticket no worries we will resend battery. Called back as to status no worries we are processing it. For whatever reason company does not verify address they were sending battery to. In meantime paid for service till Sept and company refused refund. Today now Tracphone after numerous hours spent on this issue says refusing to send batter and pack. Asked when they were going to notify me they said they were not. Still refused refund. Asked why they originally sent it and now change in story. Received no reply. This has gone on for weeks, mislead and now the change up. Also without my authorization someone changed the auto pay to off. I have been without my phone since 7/15 today Aug 8th. Tracphone refused to discuss this abusive tactics and how they were going to correct. Company refuses to provide any payment accountability or where to write to get answers. Also was told my phone was received back in the warehouse.. a phone was not returned. The battery and pack that the *** wrote down wrong address was returned.not a phone. I was told by One Rep that she would send me a new phone for all my troubles initially all I wanted was the new battery and pack as promised not a new phone.
Business Response
Date: 08/18/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/07/2023, regarding BBB Case number ******** complaint.

Your complaint states that due to an issue with the battery of your phone, you contacted us in order to obtain a replacement. You were informed that a request for the battery was issued at no cost; however, after three days, you contacted us back and were told that the address was incorrect; therefore, you contacted *** who informed you that TracFone needed to make the update. Upon contacting us multiple times, the situation could not be resolved, as the address was never corrected.

In reviewing your account, we detected a ticket for a battery replacement issued on 07/14/23 per Reference N **********. However, the *** tracking #1Z13F8F80348726415 shows it was returned to our warehouse due to incorrect address.

We tried to reach you multiple times via phone at ************ on 08/10/23 and 08/11/23 with no success. You responded to one of our e-mails proving an alternate line. Consequently, we attempted one more to get in touch with you via phone at ************ with no success. On 08/14/23 we offered to re-submit the request for a battery replacement or to issue a replacement for her phone. You accepted the free phone offer via e-mail and the following ticket was created ********** on 08/15/23.

We attempted one more time on 07/17/23 but were unable to speak with you. Please allow 3-5 business days for the tracking number to be generated and **** business days for the phone to arrive.

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 1281810399. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.

Customer Answer
Date: 08/21/2023
Please be advised that Tracphone is NOT doing as promised in their response. Also info in their letter omits important info.
1. No replacement phone was sent
2. The ** only attempted to make a call once which was Not at the predetermined time as scheduled. This has been **nsist since 7/15/23. At no time has the scheduled return call been made as requested via phone and emails.
3. ** has not assigned my **ncerns to any one Mr and all calls go into a que where no one is familiar with case or authority to resolve
4. I paid for service which has not been used, **mpany refuses to deal with this issue
5. There has been no discussion as to how to **mpensate for this gross negligence in service and waste of hrs valuable time
6. Telephone number given in BBB **mplaint is not accessible in that hold times are in excess of 1 hr and thirty mins. Reps that do finally answer have no resolution authority, schedule call backs that are never honored.
7. Only 1 telephone call was made since BBB **mplaint filed and it was not anywhere near the designated time scheduled
I am where I was at with this **mpany over ******************************************************************************pany workers. This situation has placed me a position that all business and personal **ntacts have been able to **ntact me in over 45 days
Customer Answer
Date: 08/21/2023

**mplaint: 20434678
Please be advised that Tracphone is NOT doing as promised in their response. Also info in their letter omits important info.
1. No replacement phone was sent
2. The ** only attempted to make a call once which was Not at the predetermined time as scheduled. This has been **nsist since 7/15/23. At no time has the scheduled return call been made as requested via phone and emails.
3. ** has not assigned my **ncerns to any one Mr and all calls go into a que where no one is familiar with case or authority to resolve
4. I paid for service which has not been used, **mpany refuses to deal with this issue
5. There has been no discussion as to how to **mpensate for this gross negligence in service and waste of hrs valuable time
6. Telephone number given in BBB **mplaint is not accessible in that hold times are in excess of 1 hr and thirty mins. Reps that do finally answer have no resolution authority, schedule call backs that are never honored.
7. Only 1 telephone call was made since BBB **mplaint filed and it was not anywhere near the designated time scheduled
I am where I was at with this **mpany over ******************************************************************************pany workers. This situation has placed me a position that all business and personal **ntacts have been able to **ntact me in over 45 days

***********************************************************
Customer Answer
Date: 08/25/2023
Please be advised complaint has NOT been resolved. The individual who is assigned this case has NOT spoken to me once. Numerous scheduled calls with this person who No one will provide a name has been kept. A scheduled call back was made for yesterday at 1pm no one called.
There is a problem with the phone that was sent. Apparently problem with turning the phone on. Was on the phone over 90 mins to resolved this with 2 different associates. The phone is a ******* phone or so I am informed. By a tech ******************* and alleged ************************************** real mgmt needs to get involved. No one is responding to my emails. I paid for service not used. No one cares about this issue.
I need for real mgmt involvement and someone to expedite this situation.

Customer Answer
Date: 08/25/2023
I have been on the phone with numerous reps that say they are supervisors from 11AM till 3:41PM. No one can turn on the phone. Now there appears to be verification issues. I gave them phone numbers I call. I gave them my pin yet it doesn't work. They worked before but not now.
I was to get three different call backs, I got none.
Some one needs to resolve this. Who is specifically working on my concern.
No one is responding to my emails. 33 have been sent. And not one answer.
I would download if I knew how, all the emails.

Customer Answer
Date: 08/28/2023
I have contacted TracPhone repeatedly since initiation of complaint.
I never received contact from agent assigned to my case even though repeated requests were made to call at a designated time. None of my emails were responded to either.
I am in a worst position than when I first encountered a problem. A tech on Saturday changed my pin so I can no longer get verified. The telephone number provided is answered by other people not the assigned rep. **** person I spoke to says the assigned agent must resolve, they have no authority.
I am told that the phone sent can not and will never be turned on. I was several explanations, the phone is too old the phone is a ******* phone and today the phone does not work in my telephone area.
A new phone needs to be sent.
Someone needs to resolve the verification issue. It appears no rep is reading the notes. My phone is dead. I have been without phone 2months now. I have paid for service not used which no one will rectify.
I need my telephone number to be transferred to a working phone not the bad phone that was sent.
I need a name , email, phone no of the assigned rep or that reps ************** I really needs this escalated.
Thank you
*************************** a number to call is ************ at 1Pm eastern standard time and my emails replied to ASAP

Customer Answer
Date: 09/02/2023
This is to confirm my actions to reach out to Tracphone and their failure to assist with my original issues and those they have now created through their reps ************************** I continue to reach out on a daily basis via telephone calls and make arrangements to have callbacks. Not one call back was made and not one rep can assist. Last call made 9/1/23.
2. Further complications last Saturday a tech from Tracphone got involved, entered a new pin onto my account now I can't even be verified. Not one rep will assist at their designated phone number
3. The reps say I have to wait for the assigned agent to respond. Per reps their procedures prohibit providing names telephone numbers or any ref to a point of contact.
4. Another new development my online account shows I have no active or any other phone lines. Basically someone has erased me from even having a Tracphone account.
5. The phone that was eventually sent can not be activated and is no good as described by numerous reps and the Tech.
6. A new phone is now needed or someone needs to turn on the phone that was sent. My account needs to be restored. A point of contact who is a mgr and expertise needs to correct.
7.
Please forward my emails to you to whoever gets BBB complaints at Tracphone. I require replies and immediate correction from the company. There is need for a point of contact who has authority to resolve these matters. So many of my vital accounts are tied to my phone which now is a financial hazard. The issue of my funds for nonuseage of phone has yet to be addressed
It is now my understanding that ******* owns this company? If this is true should I be contacting them?
Thank you
*************************** **********
Business Response
Date: 09/06/2023
Dear ***************************,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone to the phone number ending in **** but unsuccessful in reaching you.
We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
Based on the information provided a replacement was sent to you concerning warranty exchange ticket number **********. The replacement device was delivered to via *** tracking 1Z7X28F00241857254.
What is a good contact phone number where you can be reached? You may also reach me directly via email at **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing TracFone Wireless.
Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 09/07/2023
Thank you for your assistance.
Please forward to vendor
1. My phone is dead. The vendor has known for months the ************ does not work.
No one from company reads notes if they are even recorded because co policy refuses to let them.
My contact now is ************
2. ** fails to state why they are not replying to emails sent to them or why rescheduled calls not made.
3. It takes months to get a point of contact?
4. Why am I dealing with Verizon.
5. This is a poorly run company. BBB ratings should reflect at the lowest rating
Customer Answer
Date: 09/07/2023
Wrote email to address provided in company response. Came back undeliverable not a valid address.
Worst service ever.
Even their response has my Tracphone no wrong. They were to call me at ********** at 1pm

Customer Answer
Date: 09/07/2023

Complaint: 20434678

Wrote email to address provided in company response. Came back undeliverable not a valid address.
Worst service ever.
Even their response has my Tracphone no wrong. They were to call me at ********** at 1pm

***************************************************
Customer Answer
Date: 09/12/2023
I am not satisfied with the way my concerns are being handled. I have been without a phone since mid July,made payment for service not provided. Reps from Tracphone and or Version have not read history, not read or answered my email concerns. They have consistently failed to verify the telephone number in question and the phone they can contact me.
I have pre arranged phone calls at the time and number to call. Reps including **** ignore my requests. No phone call is ever made on or near the arranged time. Not once since mid july
I am available at 1PM eastern standard time at ************. I can not sit and idely wait for a call, especially one that never happens. I do not have MY phone.
Tracphone is a company whose business relies on customer service yet this company exhibits no concern for the consumer.
Please forward this communication to the corporate office.
Phone number that requires corrective action ************.
Conrtact needs to be made at ************ @ 1PM eastern standard time

Customer Answer
Date: 09/18/2023
Thank you, BBB, please forward this to the corporate office.
I am not satisfied with this company. I am still after 90 plus days without a phone. There is an apparent lack of concern for expeditiously resolving this.
I received an email from Tracfone yesterday stating they were sorry to see me go. This indicates that Tracphone has closed my account. This is just another issue to be added
On 9/15, **** finally contacted me at my availability time and no. Please be advised that numerous emails were sent as to such. There was an attempt to blame me for the delay in communication. I have been without a phone since July. From our discussion, it was apparent that she did not familiarize herself with what was needed.
****, stated she would be overnighting various items and contact her technicians to solve the problems. No follow contact was confirmed and nothing was overnighted.
She could not turn on the phone. There was no SIM, no red card was sent with phone, no key to open phone. Informed her that the prior reps and technicians stated the phone was bad.
Because I have No phone, I am limited as to availability.
My availability is 1PM Eastern standard time at ************
I am Completely Dissatisfied and am no further along then July. In fact I am presented with more issues.

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

We have processed a new sim card to be sent to you via ***** concerning phone number ending in ****.
Your ***** tracking number **** **** ****.
Please provide me with an update once the sim card is delivered to you.
You may reach me directly via email to *************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 09/25/2023
Thank you BBB for your efforts. Please forward this reply to the corporate office. All issues with Tracphone remain unsolve
Tracfone has slowed walked resolution of my phone issues. 90 plus days w/o phone or even emergency service is unacceptable. This was with the knowlege that I am handicapped and a senior citizen. The reps fail to acknowledge the multiple errors.
A total of three different SIM cards were sent on two different occasions. Two were not compatible and finally one was. I had to go through the process of hit or miss on my own.
The phone came alone, nothing else. It came without a manual, without any listing of phone features, no charging cord or the key to open the phone. This is unacceptable service.
I am unsure of how to retrieve what was in my phone and how to transfer. I have no clue as to how to set up this phone. What phone company leaves you without personal service in this area and NO Manual
I have provided my availability time yet Tracphone does not appear to want to make mutual time for discussion. Resolution requires making arrangements so both parties can engage.
During these 90 plus days without a phone I have wasted an exorbitant *** of time and inconvenience. Also I have had financial expenditures that were created by Tracphone 's ultra slow walking resolution.
**** had asked me for my availability. It was sent via email. However no call.
This has been a frustrating and horrible experience

Customer Answer
Date: 09/25/2023

Complaint: 20434678

Thank you BBB for your efforts. Please forward this reply to the corporate office. All issues with Tracphone remain unsolve
Tracfone has slowed walked resolution of my phone issues. 90 plus days w/o phone or even emergency service is unacceptable. This was with the knowlege that I am handicapped and a senior citizen. The reps fail to acknowledge the multiple errors.
A total of three different SIM cards were sent on two different occasions. Two were not compatible and finally one was. I had to go through the process of hit or miss on my own.
The phone came alone, nothing else. It came without a manual, without any listing of phone features, no charging cord or the key to open the phone. This is unacceptable service.
I am unsure of how to retrieve what was in my phone and how to transfer. I have no clue as to how to set up this phone. What phone company leaves you without personal service in this area and NO Manual
I have provided my availability time yet Tracphone does not appear to want to make mutual time for discussion. Resolution requires making arrangements so both parties can engage.
During these 90 plus days without a phone I have wasted an exorbitant *** of time and inconvenience. Also I have had financial expenditures that were created by Tracphone 's ultra slow walking resolution.
**** had asked me for my availability. It was sent via email. However no call.
This has been a frustrating and horrible experience

***************************************************
Business Response
Date: 09/27/2023
Dear ***************************,

Your replacement device has been successfully delivered and currently active with phone number ending in ****.
Due to the inconvenience, we added 90 days service, and your new service end date is 01/19/2024.
Your current balance on September 27, 2023, is 5728 talks,10005 text, and 4.9 Gb of data.
All the above information has been provided so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 09/28/2023
Please forward reply to Tracfone
1. Phone was never set up and no manual or person to set up phone. No cord to charge no key to open phone
2. Phone does not work
3. Voice mail can not be set up

Customer Answer
Date: 09/28/2023

Complaint: ********

1. Phone was never set up and no manual or person to set up phone. No cord to charge no key to open phone
2. Phone does not work
3. Voice mail can not be set up

***************************************************
Business Response
Date: 09/29/2023
Dear ***************************,

The system is indication successful usage for phone numbers ending in 7704.
We have processed a charger and a manual to be sent to you with ticket number 1284505555.
Please allow 7 to 10 business days for delivery.
You may also go online for manual instructions to *****************************************************************.
All the above information has been provided so we will consider this matter closed.
Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc
BBB Specialist
Customer Answer
Date: 10/03/2023
The parameters of the complaint have unfortunately not been met.
I appreciate that a charger and manual are finally being sent. But again the key to open the phone was Not included in shipment. One can not get into the phone w/o the key.
I can not set up the phone. The system as you Tracphone says is operable is not operating
Thank you

Customer Answer
Date: 10/16/2023
The parameters of the complaint continue. At no time did anyone from ****************************** take the time to commit seeing that the issues were expeditiously resolved.

No one from Tracphone/Verizon cares that a handicapped senior citizen was and continues be without the proper service.

Due to the time frame for resolution I requested a managerial involvement. Yet none.

1. Phones come with SIM, key to open, manual and charger. All that was originally sent after much delay, numerous calls, emails was a phone. Wrong SIM card sent after much time passing. Again numerous calls, emails to rectify an all ready past due for good efficiency Customer service.

Where is the charger, as promised?
Where is the manual, as promised?
Where is the phone key, as promised?

2. I do not have service as one should and no one has taken the time to ensure the phone was set up correctly.

3. **** stated I was given 90 days service? Another misstatement.

4. Emails go unanswered. No rescheduled phone calls.
Customer Answer
Date: 10/23/2023
I have repeatedly requested mutually agreed upon telephone calls for resolution. This is a reasonable request considering the phone sent does NOT work. It is also the company policy. The assigned agent apparently refuses to do this.

A mutually agreed upon conversation is needed.

The failure of the phone has been reported multiple times.

I spoke to a representative NOT specifically assigned and informed me of the following

1. All replacement phones come with a phone key, battery, charger and manual. Some come with a SIM card. This has been conveyed by multiple reps. ** phone came solo devoid of the key , manual, charger and SIM.
The assigned rep was made aware at onset that I received only a phone without the items I now seek.

The manual, key and charger have not been delivered to me. If the assigned agent had provided the tracking codes this current mishap would have been avoided.

2. I was informed that a request was made to the warehouse for

A. Phone, charger, manual, key, SIM etc

This places me as I was in July

3. ** account on the web does not have me as having a phone with track phone This occurred sometime in July when a tech attempted to fix my phone. Since that time, I can no longer validate my account or phone. This has also been conveyed

This issue was Never addressed by the assigned rep or fixed through discussion with any other rep

4. The assigned agent Never took the initiative or time to set up the phone. If she had she would have known first hand the phone sent was defective.

5. I requested after much time given to the assigned agent to rectify problems for an upper level managerial involvement. ** request has not been forwarded up

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

Many attempts have been made but unsuccessful in reaching you. Ms. ****** the system indicates usage for incoming and outgoing calls for the phone number ending in 7704.
The system indicates that a second replacement device has been sent to you with warranty exchange ticket number ********** and delivered to you via *** with tracking number 1Z7X28F00242550690.
For activation of device, we will need to speak via phone to authenticate account information per security purpose.
What will be a good contact phone number you can be reached to?
You may contact me directly via email at *****************************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc
BBB Specialist
Customer Answer
Date: 11/07/2023
Thank you for the mediation. I would like to know how to get copies of the responses provided by ***********
****** response is self serving. The calls were to be prescheduled due to I had no phone. Their was complete failure as to even attempt to preschedule.Multiple emails were forwarded as to the issues and concerns. I am disgusted at the misstatements and misinformation, lack of response to my calls in (that inconvienced another ), and no reply to emails. The initial phone sent ****** itself no SIM, no charger, no nothing(that info was provided to Jany), the phone did not work; couldn't be set up . no audio.(also provided to ******
I finally got a phone turned on yesterday. It appears to be working.
The BBB appears to have received multple service issues, customer service problems on this vendor and should seriously considering a downgrade. No one should have to go through such negligence and poor service.
Thank you

Customer Answer
Date: 11/07/2023

Complaint: 20434678
Thank you for the mediation. I would like to know how to get copies of the responses provided by ***********
****** response is self serving. The calls were to be prescheduled due to I had no phone. Their was complete failure as to even attempt to preschedule.Multiple emails were forwarded as to the issues and concerns. I am disgusted at the misstatements and misinformation, lack of response to my calls in (that inconvienced another ), and no reply to emails. The initial phone sent ****** itself no SIM, no charger, no nothing(that info was provided to Jany), the phone did not work; couldn't be set up . no audio.(also provided to ******
I finally got a phone turned on yesterday. It appears to be working.
The BBB appears to have received multple service issues, customer service problems on this vendor and should seriously considering a downgrade. No one should have to go through such negligence and poor service.
Thank you

***************************************************
Initial Complaint
Date:08/07/2023
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 that was " not scanned properly" in store but was able to active with a purchased plan with the phone. My family mobile insisted I buy another phone so I did and they have now put the wrong plan on my phone and continue to hang ** in my face when calling customer support. They are refusing to give me the corporate phone number or email I formation.
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 08/07/23, regarding BBB Case number ******** complaint.

Your complaint states that you initially bought a phone in store but once you called customer service in order to activated you were told that it was "Not scanned properly". Therefore, customer service suggested you buy another phone. Moreover, you added that once you got the new device customer service activated it with the wrong plan and every time you contacted back to get support, you were unable to have someone able to address your concern.

******* ************* customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

In our inspection for your account, it shows that you have not received yet courtesy service, as of that, in the case that you desire; we can provide you with an airtime conversion as a compensation for the wrong plan added.

We successfully spoke with you via phone at ************ on 08/12/23 and at the moment of providing you with the assistance you stated that no more support will be required.

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 ******* *************.

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