Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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

3,482 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:08/07/2023
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.
Tracfone is intentionally avoid paying the referral points based on its own terms and conditions.(1) On 06/09/2023, I referred my friend to Tracfone. He used my referral code URVW-E035 and immediately got **** reward points. This means the referral is clearly accepted by the system. My friend's tracfone phone number is **************.(2) However, my account received NO points at all. According to Tracfone ToS, I should have received **** points. However, none is posted or pending.(3) I called and chatted with Tracfone customer service multiple times. They simply refused to honor their legal terms and conditions. They knew I met their conditions. They have no way to deny I met their conditions. But they openly refused to honor it while giving no reason. It's clear that Tracfone is intentionally bait and switch new customer to join via Referral system this way.Attached please find the document showing that my friend using my referral code and received **** points on 6/9/2023.I demand Tracfone to give me the **** reward points I earned according to its terms and conditions.***********************
Business Response
Date: 08/10/2023
Dear ***********************:

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

Your complaint states that on 06/09/2023, you referred a friend to Tracfone. He used your referral code URV-WE035 and immediately got ***** Reward Points. This means the referral is clearly accepted by the system; however, you did not receive the ***** promotion points to your account, for referring your friend.

We checked your account as well as your friends account and we found your friends phone was activated in our system as first time on 01/18/2021; reason why you did not receive the Loyalty Reward promo points for referring your friend. As per the Loyalty Reward Program terms and conditions, the referred phone must be brand new; therefore, the promotion did not apply for you. We also confirmed that your friend used the referral code URVWE035 to enroll in our Loyalty Reward Program and he received ***** points.

During a phone conversation with you on 08/09/2023 you stated your friend purchased a used phone from a retailer store and he activated it with Tracfone Wireless as first time. We escalated your case, and we got the approval to add the ***** points to your account.

We have contacted you on 08/10/2023 to the phone number **********; and your account was authenticated; we successfully added the missing points to your account without cooling period, as the 60 days already passed. We also provided the instructions on how to check your current points, by going to our website at www.tracfone.com or by using Tracfone My Account App.
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 1281731319. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 08/11/2023

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:08/06/2023
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.
Straightalk changed to paying all phones at the same time and are attempting to steal money. Payed. 99 dollars on the 29th of july they say all my phones expire on aug 6th. Ive been with them, same number, for 15years.
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 August 06, 2023, regarding BBB case # ******** complaints.
Your complaint states that Straight Talk changed the service end day on the lines under your account. You mention that you paid on 07/29/23 for the services plans and your phone lines are showing the expiration date on 08/06/23.
Based on the usage records we reviewed in your account for August, it does appear that a service interruption occurred during that time period, the system recognized the transaction from 08/06/23 of adding $10 dollars add on car as the service plan.
We review your Straight Talk Wireless account, and we were able to see that your account is active with the and well provided. One of the lines was missing 1 day to reach the rest of the services line's dues date.
We restored you service for phone number ending in **** on 08/09/23, Providing 1 extra day Reference ticket No. ********** to the phone. The account is active. Usage records verify that the phone is being used and working properly.
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 1280946353. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Simple Mobile.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 08/11/2023
I will not know what is going on with straightalk until 8/31/2023. Because for phone number4236080423 the service end date was moved from 8/31/23 to 8/06/23 when the card from reserve was added; and the service end date for ********** was moved from 8/31/23 to 8/30/23 when the reserve was added. These cards supposedly have 30 service days. I also had to pay roughly 14 dollars on 8/06/23 to renew my service. (Pictured above) when prior to that i had a end date 8/31/23. Also my account in the app has been accessed, and several inactive devices were added to my account. I am unable to erase the inactive devices.
Customer Answer
Date: 08/11/2023

Complaint: 20429990

I am rejecting this response because: i payed money on the7th after already being payed up till the 31st. Inactive devices were added to my account.

Sincerely,

*****************
Business Response
Date: 08/22/2023
Dear *****************,

This is in response to the August 11, 2023 , rebuttal to Better Business Bureau complaint # ********.

We apologize for any inconvenience that you may have encountered with the account..

The due dates on the phone may have been due to the introduction of the new multi line discount. You should have received a notification of the new discounts that allow different discounts per line up to 4 lines per account.

A check of the **** that are currently visible on the account indicate that these are phones that you may have added to the account over the course of using our services, that are now visible due to a system update

The deactivated devices can be removed via the my account, and if assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.

Thank you for choosing Straight Talk to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Business Response
Date: 08/23/2023
Dear *****************,

This is in response to the August 11, 2023 , rebuttal to Better Business Bureau complaint # ********.

We apologize for any inconvenience that you may have encountered with the account..

The due dates on the phone may have been due to the introduction of the new multi line discount. You should have received a notification of the new discounts that allow different discounts per line up to 4 lines per account.

A check of the **** that are currently visible on the account indicate that these are phones that you may have added to the account over the course of using our services, that are now visible due to a system update

The deactivated devices can be removed via the my account, and if assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.

Thank you for choosing Straight Talk to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142
Initial Complaint
Date:08/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had to replace my old Tracfone flip phone about a year ago because it was no longer supported. I bought a ******* A12 Tracfone to replace the old phone, set it up and it was fine until about a month ago. The new phone requires an app to track your minutes, texts , data or expiration date. The app no longer functions, for some reason. It WAS working fine a couple of weeks ago. When I reinstall the app, it asks for my account information. I did not have an account, so when I try to create one the program blows up about half way through and then kicks me out. I've talked with tech support, in *****, 3 different times on 3 different days. Eventually, when they realize they can't help me, they just hang up.on me. I've tried to find a phone number for tech support in the US with no luck. I know that ******** just bought Tracfone and that's probably got something to do with it, but it doesn't solve my problem. Help!
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 had to replace your old Tracfone flip phone about a year ago because it was no longer supported. Then, you bought a ******* A12 in order to replace the old one; however, the app to track your minutes, texts, data or expiration date no longer works. Thus, you reinstalled the app, but it asks for your account information; although you stated that you did not have an account. You added that when you try to create an account, the program blows up about halfway through and then kicks you out. Moreover, you contacted customer service support without seeking to have someone able to address your concern.

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.

If you do not have an account you can refer to our website at www.tracfone.com and set up one by using your IMEI information, your current phone number and/or your e-mail address associated to the account. In the case you do not have an e-mail address associated to the account you will need to contact our customer support team at ***********************

It is required to speak with you in order to know what the message is when you try to login into the application thus, we can determine what kind of troubleshooting steps perform.

We successfully spoke with you via phone at ************ on 08/0102/23; however, at the moment of providing with the assistance, you refused it.

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.
Initial Complaint
Date:08/05/2023
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.
Purchased a Total by ******* prepaid phone. Attempted to activate it by calling the ************ number. Spoke to at least 6 reps in a 6 hour span. Language, active listening ,and understanding barrier challenges. Provided all the information requested including the pin to a $40 reload card and still do not have a network or access to this phone which is for a disabled child to have contact with me. All the reps have different perceptions of the hours they are open and want me, the consumer, to call them back to see if their system has progressed. They are inefficient and would not take a complaint because that is something customer service does not do, including not transferring me to a supervisor because they will tell me the same thing. I will know next time not to support businesses that outsource their customer service to people who have no knowledge or training and just know how to parrot talk and read off of paper dialogue.
Customer Answer
Date: 08/11/2023
This is an email I received pretending to be the corporate ****** of ***** by ******** When they called back, it was the same customer service number and a manager saying he was from the ********************* of ********* of ***** by Verizon. He did the same technical support things and we have the same issue... Ineffective staff and no service with $40 gone from a reload card. All he wanted to do was offer a new phone and it would take **** days after being without a phone since 7/31/23.
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 08/06/2023, regarding BBB Case number ******** complaint.

Your complaint states that you attempted to activate a new phone you purchased by calling customer service support. However, although you were able to set up the phone and apply a service plan that you bought, the device was not working. As of that, you decided to continue getting in contact with the customer support; nevertheless, you were unable to seek for someone able to address your concern.

Based on the usage records we reviewed for your account between 07/06/2023 and 08/06/2023, it does appear that a service interruption occurred during that time period. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and his proximity to buildings, foliage and other obstructions, weather and other conditions. Therefore, it is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated.

We successfully spoke with you via phone at ************ on 08/10/23 and we performed troubleshooting steps in order to determine the root of the issue. Moreover, you mentioned that the phone was not recognizing the *** card, as of that, we offered to send you with a new one but you stated that you already got alternate one but the device was not recognizing it either; therefore we got to the conclusion that the device itself is the issue. Thus, we offered to send a replacement phone but you refused both the phone and the assistance provided and hung up on us. Shortly after, we call you back but you did not answer the call.

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 Total By Verizon.
Customer Answer
Date: 08/14/2023

Complaint: 20428997

I am rejecting this response because:
While your facts to me disconnecting the call is correct, I did not request a response from a manager or employee in the same technical department I've been having issues with. The person, who identified as a government employee from corporate, was as much of nonsense as the inefficient service I received from the first call to the last. I requested a call from Corporate due to the inadequacy of the reps, my stolen $40 service plan, and the phone.
I did not refuse the phone. I sent an email to say send the phone to the BBB Trac phone email received.
I need the $40.00 card addressed that a rep said she needed in order to get the network running, which has still NOT happened and another rep basically said I lost my $40 reload card to them and there was nothing they could do about it. I not only want the new phone but a credit or refund for the $40 card stollen by Total by ************ Phone reps.
By the way, another rep said to take the phone and service plan back to the store where I brought it and see if they will give me a new phone, but my service plan cannot be refunded however I understand it was being used by whom I do not know.
Resolution Requested: New Phone and $40 Service Plan.

Sincerely,

*********************
Business Response
Date: 08/22/2023
Dear *********************,

This is in response your rebuttal 08/14/23 regarding your Better Business Bureau complaint.

In order to better assist please indicates the **** number of the device involved.
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 dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 08/23/2023

Complaint: 20428997

I am rejecting this response because: Please see the attached IMEI information for the phone that your "international higher government corporate department" asked me to send back so they can send a new replacement phone. Also see the attached *** label and picture of phone and cord returned. The label and how to return information was sent via *** also.
While this phone could not be connected to network, one of the reps activated the service plan early and refuses to refund the days inoperable. I paid for service that was not on the phone and the inefficiency of the "international lower/higher departments" "port department" "billing department" and "government corporate department" was outrageous and I hope this is not what Total by ******* feels is service. *********** cards value was $40 and for them to tell me I am just *** is horrendous. That is contractual theft to me. I pay for a service and I expect it.
Resolution Requested: Refund of Service not provided via $40 reload card and new phone as promised.

Sincerely,

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

This is in response your rebuttal 08/23/23 regarding your Better Business Bureau complaint.

Research indicates that the device IMEI # *************** given is inactive and has been upgraded to current device IMEI # ****************** will be happy to add the missing service plan/ $40.00 plan to the current device.
We tried to reach you at ********** on 8/25/23 but were unsuccessful.
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 dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 08/28/2023

Complaint: 20428997

I am rejecting this response because:
The number to reach me at is ************. The notice I received stated when the defective device is received, Total by ******* will issue a new one. It was returned with the label sent. The phone on the line is temporary until you send me the replacement.
Please add the $40 plan expeditiously and notify me of the new placement card date so I may replenish.

Sincerely,

*********************
Business Response
Date: 09/01/2023
Dear *********************,

This is in response your rebuttal 08/30/23 regarding your Better Business Bureau complaint.

Research indicates that the $40.00 plan has been added to IMEI # ***************

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 dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/13/2023

Complaint: 20428997

I am rejecting this response because:
1. We have no information or updates on the $40 plan that Trac Phone/Total by ******* added to the phone number ************.
2. I returned the damaged phone via your *** label and have not received the replacement phone, from Trac Phone/Total by *******, as promised. I have the documents sent and the *** label information and instructions.
Resolution Requested: the promised $40 plan/reload card and the replacement phone for the damaged phone sent in.
Sincerely,

*********************
Business Response
Date: 09/15/2023
Dear *********************,

This is in response your rebuttal 09/13/23 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 Tracfone Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:08/05/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a TCL Flip2 tracfone directly from the tracfone store on ***** In addition to the phone, the purchase price included **** minutes, **** texts, **** mb data and a year of service. I bought this phone to serve as an emergency backup. I activated the phone on 10/30/22, and was assigned the phone number ************. Everything seemed fine. But several months later I tried to use the phone, and ALL the minutes, texts and data were GONE. ZERO minutes, ZERO texts, ZERO data. And I had NEVER used the phone. I thought maybe there was a glitch or something and figured it would get reset and everything would be fine later. It never got fixed. I request that Tracfone immediately reinstate **** minutes, **** texts and ****mb data.
Customer Answer
Date: 08/06/2023
Tracfone might need this info: Serial number: *******************. Phone number: ************

Business Response
Date: 08/15/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a TCL Flip2 Tracfone directly from the Tracfone store on ***** In addition to the phone, the purchase price included ***** minutes, ***** texts, ***** MB data and a year of service. You bought this phone to serve as an emergency backup and it was activated on 10/30/2022. Everything was good, however, several months later you tried to use the phone, and all the minutes, texts and data were gone. Zero minutes, zero texts, zero data and you barely used the phone. You requested to Tracfone reinstate ***** minutes, ***** texts and ***** MB for data.
We apologize for the recent issues that you may have experienced with your service. In reviewing your account, we found that due to a system error, the minutes on your phone were deleted; therefore, your service was impacted.

As our records show no usage on your account, we successfully added the missing minutes to your phone on 08/10/2023; ***** minutes to talk, ***** text messages and ***** MB for data were added, and you can refer to the ticket # ********** as reference.

We have attempted to reach you multiple times via phone ********** and via email ********************* on 08/08/2023, 08/09/2023, 08/10/2023, 08/11/2023 and 08/14/2023, however, you have failed to respond our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1281685487. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Sincerely,

Tracfone Wireless Inc.

Customer Answer
Date: 08/24/2023

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.Thank you so much for providing this site to help consumers resolve issues.
Tracfone: I did respond, both by phone and email. I spoke to someone who fixed the issue, and then I also responded by email to let you know the issue was resolved. Thanks so much for your prompt attention. I really appreciate it.

Sincerely,

***********************
Initial Complaint
Date:08/04/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to tracfone for 8 days over 30 phone calls. My caller I.D in the **** database shows the wrong name with my phone number. I get no where with these people. Ive reached out to other companies and Im told Tracfone is the only company that can fix it. This is my only phone I have and need to keep the phone number. Please help. Thank you, *************************
Customer Answer
Date: 08/05/2023
I wanted to add that on the sheet I sent it does tell the partnership I did contact ******* and they cant do the correction because it is a Tracfone phone number. I have never had any problems with Tracfone I have been a long time customer, I get good service signal for area I live in and my plan is very affordable. My son passed away in November of 2022 and in February 2023 I disconnected my Landline and that is when I was sent the screenshot showing the wrong name which tells me why people were not answering my phone calls. I contacted ****** support and thats who emailed the paperwork I sent to you. Tracfone customer service is a nightmare, I called so many times to be told the same response over and over. They would hang up on me, push the phone numbers to make noise, transfer me only to be cut off, said the problem was fixed and its not so you are my last and only hope to get this fixed. Thank you very much! *************************
Customer Answer
Date: 08/22/2023
Im not happy with dealing with this! It still isnt fixed as of today 8/22/23. I have spoken with 6 different people, the first 3 men said they were chatting with the carrier and the caller I.D. was fixed and its not. Then the next 3 people told me the same story and it would take 48 hours for it to be corrected and its not. So what does it take to get the wrong name taken off my cellphone number? This is long enough and no one is helping!
Help please, *************************
Business Response
Date: 08/25/2023

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

Per conversation this matter has been resolved Ms. ****** stated that the caller id is now show as wireless caller for the phone number ending is 0703.
Thank you for bringing this matter to our attention.
All the above information has been provided, so we will consider this matter as a final response.
Thank you for choosing Tracfone Wireless.
Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/26/2023

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:08/04/2023
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.
purchased an iphone on feb 12 2023 was never delivered, i called to asked they said they had dropped in a locker on my apt complex, which i never received a code for, i tried ask for a place to collect my phone from anywhere if it was returned due to no being picked up, they would not give me answers i tried calling *** they opened and investigation but tracfone never answers by phone or email i paid 204.56$ for a phone and a phone plan.
Business Response
Date: 08/22/2023
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 5, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she ordered an iPhone plus plan worth $204.56 on February 12 but was never delivered.

Upon review, the phone she ordered has not been activated at all. Based on our tool, it has a tracking number 1ZY902R60220510679 via *** courier. However, when we checked on the *** website, it shows: We could not locate the shipment details for this tracking number. Details are only available for shipments made within the last 120 days. Please check your information. Thus, we created a ticket for Equipment not received and send an escalation on 8/21/2023 with reference ticket # **********. We provided ****************** a ***** hours turn-around-time (TAT).
We spoke with ****************** on 8/22/2023, at ************ and informed her that the escalation is still in progress, and we will schedule her a callback once response is already available.

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

Please refer to the Ticket Number 1282389935.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/04/2023
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.
My Tracfone number is ************. I have Tracfone for 18 years. Every year I renew it for one year and my end date is ************* 5. This year it was 8/5/23. Today I renewed it for one year and end date changed to 8/4/24. I would like Tracfone to change it to 8/5/24.
Business Response
Date: 08/22/2023
Dear ***************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 4, 2023, regarding BBB Case number ******** complaint.

********** complaint states that he had TracFone for 18 years and renew his service for one year. His service end date is always August 5th. However, when he renewed it the end date suddenly changed to 8/4/2024. In this case, he requests to change the end date to 8/5/2024.

Our records show that ********** account is active and perfectly provisioned in our system. As per review on the account ********** made a payment for one year plan last year on 8/4/2022 and the service end date reflected is on 8/5/2023. However, when ********** recently renewed his service on 8/4/2023 with another one-year plan, the service end date suddenly changes to 8/5/2024. This could be changed due to different number of days every month.

We spoke with ********** via phone number ************ on 8/21/2023 and 8/22/2023 and we extended one day of service since on his account. We successfully updated the end date back to 8/5/2023. However, it did not show yet on ********** phone. Thus, we assured him that it will be automatically updated on his phone.

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 1282392758

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 08/24/2023

Complaint: 20424196
I spoke with Sylver ****** ******************************* TracFone Wireless 8/22/23, he told me that he updated the end date to Aug 5, **** and advised me to check customer support. I checked check customer support the end date is still Aug 4, ****. I am forwarding you, his email to you.

Sincerely,

Sati Das

----- Forwarded Message -----

From: ************************************ <************************************>
To: "*********************" <*********************>
Sent: Tuesday, August 22, 2023 at 10:40:00 AM CDT
Subject: BBB_20424196_ ***************** End Date (KMM15809678V18743L0KM)

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

We are in receipt of your BBB complaint. This is regarding with the
***************** End Date on your account. We would like to take this
opportunity to apologize for any inconvenience you may have experienced
with this issue

We attempted to contact you today August 22, 2023, 1:28 AM EST at
**********, but we were unsuccessful. We routed to voicemail box and
left you a message. We truly understand important for you to get the
service end date updated. However, it would be best if we can speak with
you to confirm if the service end date was updated on your phone. If
not, kindly please contact us using the hotline number below.

If you have any further questions or concerns, please contact us via
chat or by calling one of our customer care representatives at
************** enter PIN ****. For your convenience, our representatives
are available Monday-Sunday from 9:00 AM to 7:00 PM EST.

Thank you for being a Brand: TracFone Wireless customer. We appreciate
your business.

Sincerely,

Sylver
******
*******************************
TracFone Wireless
Sincerely,

***************
Customer Answer
Date: 08/24/2023
I spoke with Sylver ****** ******************************* TracFone Wireless 8/22/23, he told me that he updated the end date to Aug 5, **** and advised me to check customer support. I checked check customer support the end date is still Aug 4, ****.  The problem is not fixed.
Business Response
Date: 08/28/2023
Dear **********,

This is in response your rebuttal 08/24/23 regarding your Better Business Bureau complaint.
Research indicates that the service end date is showing 8/5/2024 for device IMEI # ***************

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/20/2023

Complaint: 20424196

I am rejecting this response because:   My service end date is showing 8/4/24 not 8/5/24

Sincerely,

Sati Das
Business Response
Date: 09/22/2023
Dear **********,

This is in response your rebuttal 09/20/23 regarding your Better Business Bureau complaint.
Research indicates that the service end date is showing 8/5/2024 for device IMEI # *************** system updated with the correct end date of 8/5/23.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/25/2023
Complaint #********. I did not receive confirmation of the 8/5/24 date. I am still seeing 8/4/24 on my end.
Customer Answer
Date: 09/25/2023

Complaint: 20424196
---See attached screenshot showing 8/4/24 as the end date--
I am still seeing 8/4/24 on my end.

Sincerely,

Sati Das
Business Response
Date: 09/26/2023
Dear **********,

This is in response your rebuttal 09/25/23 regarding your Better Business Bureau complaint.
The date has been changed to 8/06/23

We attempted to contact you at ************ but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/27/2023
They fixed the problem to avoid the same situation next year should I refill on or before Last Day of Service 08/06/2024.
Customer Answer
Date: 09/27/2023

Complaint: 20424196

They fixed the problem to avoid the same situation next year should I refill on or before Last Day of Service 08/06/2024.

Sincerely,

***************
Business Response
Date: 09/28/2023
Dear **********,

This is in response your rebuttal 09/27/23 regarding your Better Business Bureau complaint.

In response to your question According to Terms and Conditions it states the following:

REFILLING YOUR ACCOUNT BEFORE YOUR SERVICE END DATE. If you do not purchase and add airtime prior to the Service End Date,your Tracfone Service will be deactivated on the Service End Date and you will lose your phone number even if you have minutes remaining. To prevent this from occurring, please keep your Tracfone Service active by purchasing and adding an Airtime Card on or before your Service End Date. If you purchase a Plan at a retail location, your Service Card will contain a PIN that you must redeem to activate your Service.
We attempted to contact you at ************ but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/29/2023
They are saying that I can keep Tracfone Service active by purchasing and adding an Airtime Card on or before your Service End Date. They did not answer how to avoid the same situation next year should I refill on or before Last Day of Service 08/06/2024.
Initial Complaint
Date:08/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They don't know what they are doing, I paid for my phone service and bought a second and they deactivated my current messing up my numbers and I need my current number for work important and was told it would be fixed but I was lied to
Business Response
Date: 08/15/2023
Dear ******************* Fond,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 4 2023, regarding BBB Case number ******** complaint.

Mr. ** Fond complaints about he paid for his service and his phone was deactivated and he encountered issues with his phone numbers; that he was told, would be fixed.

As per our investigation we pulled up an account and checked, indication are thatt the account was provisioned correctly; we did not find a problem. We need to talk to the customer to gather additional information.

We attempted to contact Mr. ** Fond via phone number ************ and email address ******************* on 08/06/2023, 08/07/2023, 08/09/2023, 08/10/2023, 08/14/2023 but we failed to reach her. Mr. ******* and did not reply to any of our emails.

Please refer to ticket number 1281559791

If Mr. ** Fond should still require any assistance, he can contact ************** enter PIN ****. Hours of operation from 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:08/03/2023
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.
A phone was bought from ******* theu straighttalk and while under warranty the battery went out. Upon trying to warranty the phone straighttalk is giving me the run around telling I haven't shipped the phone, or that they never received the phone. And that they have sent the replacement phone out with a tracking number that doesn't work thru any shipper. I'm tired of the run around I have a senior citizen that has to go with out a life line ** the business has failed to finish the job
Business Response
Date: 08/21/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 4, 2023, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he still did not receive the replacement phone.

Upon review, we created a ticket to send a replacement phone on 7/3/2023 with reference ticket # **********. However, the shipment got delayed due to the ticket was created on a wrong phones serial number. Thus, the ticket was closed and we created a new ticket on the correct serial number on 8/10/2023 with reference ticket # ********** to send the same phone model since it is available on the warehouse and it was shipped on 8/15/2023 based on the tracking number 1ZY870930200248120 via *** courier.

We spoke with ***, Mr. ******* wife on 8/14/2023, via phone number ************ and informed her about the tracking information. We made a follow up call on 8/18/2023 via same phone number and e-mail ********************* and customer responded that the phone has been received and activated.

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 the Ticket Number 1281668302.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/21/2023

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,

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

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