Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

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:10/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, 10/17/25. My phone service was total gone. My number is ************.The minutes, text and data on my account are erased by ********************** to nothing. The have done that a thousand times over last 3 years. They would fix it after I complained about it, then after a month or 2 it happened again and again.. on the next day I called Tracfone, it took 2 hours to resolve the problem, however, they didnt resume all the minutes and benefits originally. See the pictures below for more details.

  Business Response

  Date: 10/29/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 22, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that the balance on your account was removed, and this remains a recurring concern for you.
  
  Upon review, we found that your TracFone account, associated with the number ending in 3976, is active and properly provisioned on the network. Our records also confirm that the removal of your balance has been a recurring issue, and multiple adjustments have been made to address it. We sincerely apologize for any inconvenience this may have caused and appreciate your patience. Please rest assured that we are committed to preventing similar issues in the future.
  
  To resolve the matter, we verified both your usage report and redemption history. Based on our investigation, we concluded that your balance was removed due to an unexpected system error.
  
  We spoke with you on October 22 and 26, 2025, via phone number ************. During these calls, we shared the outcome of our investigation and reinstated your balance under reference numbers 133-075-5079,133-075-5274, and 133-097-9205. Adjustments to your service days were also processed in our system.
  
  Additionally, to ensure no further issues occur, we created an internal escalation ticket to investigate your account for any other potential discrepancies under reference number 133-075-7240. You confirmed that your balance was successfully restored and indicated that no further assistance was needed.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1330736886. 
  
  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: 10/29/2025

   
  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:10/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 15, 2025, I placed an order for an iPhone 14 through Total by ******* (Order No. 8003-1WS02E288I) using $200 in accrued rewards points and an additional $104.94 paid via ****** for phone upgrade as my current BYOD is having issues. I have been a loyal Total by ******* customer for over a year and intentionally saved my points ($200) for this purchase.Despite repeated assurances from multiple customer service representatives via phone and chat, the phone has never been shipped. Each time I contact support, I am told to wait a few days or that the issue has been escalated, but there has been no resolution or follow-up. It has now been nearly a month since the purchase, and my order remains in limbo.I do not want to cancel the order because doing so would cause me to lose the $200 in rewards points, which took a full year to earn and cannot be reinstated once used. This situation feels deceptive and unfair, as Total by ******* accepted both my rewards and payment without fulfilling their part of the transaction.I am requesting that Total by ******* immediately ship the iPhone 14 I paid for or restore my $200 rewards points and ****** payment in full. I have records of all communications with their customer service team confirming my repeated attempts to resolve this issue directly.This experience has caused unnecessary stress and demonstrates poor business practice and customer service from a major brand under *******.

  Business Response

  Date: 10/16/2025

  
  P.O. Box 10
  ****************-0010
  
  
  October 16, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: ********* ******
         Complaint Number: 24013054
  
  Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ********* ******** compliant.  In his complaint, received on 10/16/2025, Mr. ****** expressed concern with his Total by ******* services. 
  Upon further review, weve determined the customers concern should be addressed by our Tracfone team.  Per BBB guidelines, please forward ********* ******** complaint to the appropriate *************
  
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  ****
  Executive Relations Analyst
  
  

  Business Response

  Date: 10/31/2025

  Dear ********* ******: 
   
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated October 21, 2025, regarding BBB Case number ******** complaint.
   
  Your complaint states that you placed an order of an iPhone 14 through Total by ******* using $200 rewards points and an additional $104.94 paid via ****** for phone upgrade. The payment was processed but the phone has not been delivered; upon contacting customer service, you were told to wait a few days but there has been no resolution or follow-up. You are requesting that Total by ******* ship the iPhone 14 or restore the $200 rewards points and ****** payment in full.
  
  Total Wireless customers can earn an Upgrade Bonus after completing a certain number of redemptions. Speci?cally, customers receive a $100 device upgrade credit after their 6th redemption, and an additional $100 on the 12th, for a potential total of $200. Customers may use this credit to purchase a New 5G smartphone or, alternatively, they may opt to exchange their credit for a one-month service plan matching the value of their current plan. If selecting the airtime credit, the applicable plans value will be deposited as funds into the customer's Wallet.
   
  We retrieved an account using the phone number provided in the complaint, which ends in 6896. The account was activated on 11/14/2024 with a Bring Your Own Phone SIM card through a porting process using a $65 unlimited 30 day service plan. Our records indicate that you placed an order and redeemed the $200 device credit for an iPhone 14 using your ****** account per order number *********. However, due to unforeseen inventory constraints, some customers experienced delays in receiving their devices, and the order was subsequently canceled. A refund in the amount of $104.94 was processed on October 22, 2025, under ticket number **********, with Refund Confirmation ID: *****************. 
   
  Customer satisfaction is our top priority, and we are actively implementing improvements to our inventory and fulfillment processes to prevent similar delays in the future. Due to unforeseen inventory constraints, some customers experienced delays in receiving their devices and we sincerely apologize for any inconvenience this may have caused. 
   
  We remained in contact with you multiple times via phone at ************ between October 22 and 27, 2025. During our conversations, we discussed your Device Upgrade Rewards and the cancellation issue encountered when you attempted to redeem the $200 phone promotional code. Furthermore, an escalation was submitted under ticket number **********, and a new promotional code equivalent to $200 was issued. You then placed a new order using this code under reference number *********. The order would be shipped on October 29, 2025, to ************, ** via ***, with tracking number 1Z13Y4E30301090627. You then expressed that no further assistance would be needed. 
   
  If you should still require assistance, you 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 1330761049. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
   
  
  Sincerely, 
  
  Executive Resolution Department
  

  Customer Answer

  Date: 11/15/2025

   
  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:10/20/2025

  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.

  Roughly added on September *****st. Text messages saying that my next is due on the 10-20-25 but shutting off at midnight that day. When I contacted them they said that it was a glitch and then said it was because of having multiline. But we each paid with an individual card that said 30 days of service.

  Business Response

  Date: 10/29/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 20, 2025, regarding BBB case number ******** complaint.   
  
  Your complaint states that you added a service between September *****, and you received a message stating that your next due date was on October 20, 2025. However, your service was shut off at midnight on that day. You contacted Straight Talk Wireless customer support, but you received different information about your service end date.
  
  In our review, the phone number ending in ****************************************************** 0374. A $45 service plan that includes unlimited talk, text and data with 10GB hotspot was added on September 20, 2025 at 12:22 AM EST. You then transferred the service to another device IMEI ending in 6310 and service was deactivated on October 20, 2025 at 12:37 AM EST. On the same day at 11:07 AM EST, you reinstated the account using a $45 plan with a service end date of November 18, 2025.
  
  As per review, your Straight Talk Wireless account, with an associated Moto G device (IMEI ending in 6310), was successfully reactivated via device change on September 22, 2025, using reference number **********. The account is active and correctly provisioned in the system with the unlimited $45 plan. Records indicate that the previous 30-day service cycle was used and terminated on October 20, 2025, and an in-depth review shows that you purchased a new $45 plan on the same date to continue service with a service end date of 11/18/2025. The aforementioned records show that you were able to utilize the full 30 days of service on your service plans.
  
  Straight Talk's terms and condition states that, "Your Service End Date is the last day of your Plan cycle and is determined by the date on which you activated your Service by redeeming a Plan with the day of activation being deemed day 1 of your monthly plan cycle. All lines on a Family Plan will be due for refill on day 30 after the first line is activated with the day of activation of the first line being deemed day 1. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided."
  
  We successfully spoke with you on October 20, 2025, via phone number **************. During our conversation, we addressed the previously mentioned confusion regarding your service end date. We clarified that service typically terminates between 12:01 AM and 5:00 AM on the 30th day,regardless of the time the plan was originally added. You stated that you only received 28 days of service and was unable to connect with customer support,citing long hold times and inconsistent information provided by other representatives, which led to your confusion. We agreed to correct your service end date, extend your service, and provide one extra day as compensation.However, we encountered an error while attempting the extension. You also mentioned that you had to pick up your daughter from school and requested a callback on either October 22, 2025, or October 23, 2025, to finalize the resolution.  
  
  We spoke with you on October 22, 2025, via phone number **************. You stated that you had a doctor's appointment for your daughter and requested a callback anytime after an hour.
  
  We made a follow-up call with you on the same day via phone number **************. During our conversation, we addressed the previously mentioned confusion regarding your service end date. We then proceeded to create tickets to extend your and your sister's service for compensation, with reference number ********** and **********. You acknowledged the updated service end dates and confirmed that yours and your sister's services are working correctly. Your also confirmed that no further assistance was needed,and thus the call was concluded.
  
  If you still require assistance, you can contact ************** and enter PIN 1900. Our hours of operation are Monday through Sunday, from 9:00 AM to 7:00 PM EST.   
  
  Please refer to email reference number ******* or Ticket Number 1330615899.   
  
  Based on 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: 10/30/2025

   
  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:10/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well I just called to activate my phone cuz I had gotten a new *** card and long story short they told me that they couldnt activate the *** card because the *** card was not compatible with my phone which I don't understand why they would even send me a *** card that wasn't compatible with my phone when I called before I ordered it to make sure that my iemi number was compatible with their system and she said yes so then I ordered the *** card which was $5.50 and I get the *** card today which is October 18th and I tried to call him and activate it he tells me that it can't be activated because the **** not compatible with my phone and then we see the receipt in the in the box and it was free so I didn't even need to pay the $5.50 and then the lady tries to tell me that this isn't even TracFone this is SafeLink so I asked for a manager she said that there was no manager on duty I was like okay then I want to speak to supervisor she said no I can't do that I was like why she said because I was like because why she said because there's none on duty I was like sure I was like how the h*** do you guys not have a supervisor or a manager on duty I was like I would like to speak to a supervisor or manager she straight up told me no again and then I was like either you either you send me to a supervisor or manager or I'm going to call the BBB so then she transferred me over to somebody and I asked them I was like are you supervisor or manager and they told me no there's no supervisors or managers on duty today or I should say right now and he's like well can I help you with your problem and I said I would like to speak to supervisor or manager and he told me that there are no supervisors or managers working today I go sure with the company being so big and having so many departments how is there only one manager and one supervisor on duty at all times make that make sense I was like either you transfer me over to a supervisor or manager he told me no then after that I bbb

  Business Response

  Date: 10/29/2025

  Dear ******* ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 19, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased an activation *** kit, but when you attempted to activate it, you were informed that your phone is not compatible with the **** You also requested to have your call escalated to a Supervisor/Manager; however, that request was not granted.
  
  Upon review, we found that your order for a Bring Your Own Phone (****) activation *** kit was placed on October 15, 2025, with a total cost of $5.50, under order number *********. According to *** tracking number 1Z13Y4E30300992717, the order was successfully delivered to your address on October 18, 2025.
  
  Our records indicate that the **** *** card ******** compatible) was registered in our system with an iPhone 8, bearing an IMEI number ending in 1610, under the Straight Talk Wireless service. It was also noted that you attempted to activate the *** by transferring a number, but the activation failed due to compatibility issues.
  
  To help resolve this matter, we would like to speak with you directly to gather all necessary information. We attempted to contact you via phone at ************** and email at *********************** on October 21, *****, 25, and 29, but were unable to reach you. We did receive your email response expressing your willingness to receive a call, though our callback attempts have not been successful.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1330679726. 
  
  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: 10/29/2025

   
  Complaint: 24034463
  
  I am rejecting this response because: We have not settled my grievance that I complained about ! We are still working on that at the moment !
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/06/2025

  Dear ******* ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 30, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your concern remains unresolved and is still being addressed.
  
   We spoke with you on October 30, 2025, via phone at ************. During the call, you provided the *** card and device information required for activation. Unfortunately, the call was disconnected midway, and we were unable to reconnect with you.
  
  On November 2, 2025, we successfully reached you through another call. During this conversation, we registered your new *** card and device, and completed the activation by transferring your number under reference number **********. We also verified the phones features, and you confirmed that your services including calling, data, and text messaging were working properly.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1330679726. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 11/06/2025

   
  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:10/15/2025

  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 am a customer of total **********************, and one of the benefits is after 6 months of paying for service, you get a $100 phone credit. I attempted to redeem this credit on ********* as a birthday present for my daughter. The phone order sat in limbo and never processed correctly. I opened a complaint with the *** since support was unable to help. After jumping through some hoops, I was given a $100 code to try the purchase again. The new order also sits in limbo, but charged my credit card. Support has been unable to assist and one of the support people told me to dispute the charge with my credit card company. I did as they suggested. So, I no longer have the $100 credit, the code is now used and I still have no new phone. Nobody is returning my *** emails ever since the government shutdown. I am attempting to get a phone for my daughters line, which is **************. I can be contacted at **************.

  Business Response

  Date: 10/27/2025

  Dear ** ******: 
  

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on October 16, 2025, regarding BBB Case number ******** complaint. 
   
  Your complaint states that you are having issues using the $100 device upgrade reward promo code. Two attempts to use it failed, and one even charged your credit card. **************** support has been unhelpful, even suggesting a credit card dispute. You lost the credit and the code is used without sending a phone. Therefore, you wanted this to be fixed.
  
  Total Wireless customers can earn an Upgrade Bonus after completing a certain number of redemptions. Speci?cally, customers receive a $100 device upgrade credit after their 6th redemption, and an additional $100 on the 12th, for a potential total of $200. Customers may use this credit to purchase a New 5G smartphone or, alternatively, they may opt to exchange their credit for a one-month service plan matching the value of their current plan. If selecting the airtime credit, the applicable plans value will be deposited as funds into the customer's Wallet. 
   
  Upon reviewing your account, the device IMEI ending in 5274 was activated on December 07, 2023 and enrolled in Auto Pay with the $55 Total 5G Unlimited plan and accumulated $100 for Device Rewards Credit on June 06, 2025 for using the Total 5G  service plan consistently without interruption. On July 31, 2025, you placed an order through our website using his well-earned $100 Device Rewards Credit for a Total 5G device (Order Reference: 8108-ARWS4OYL09). However, the order was not successfully processed and ultimately cancelled due to a fulfillment and system issue.
  
  We apologize for any inconvenience this may have caused. Our customer satisfaction is at our top priority, and we are taking additional steps to improve our inventory and fulfillment processes to prevent similar occurrences in the future. However, due to unforeseen inventory constraints, some customers experienced delays in receiving their device.
  
  An escalation was submitted and as of September 17, 2025, a new promo code, equivalent to $100, had been issued and was applied for a new order 6007-4RT684I11S. However, the order was not completed because the cardholder is enrolled in Payer Authenticationa security measure that requires verification before the transaction can proceed. This authentication process is typically managed between the customer and their issuing bank. In this case, you will need to contact his bank for guidance on completing the necessary verification steps to finalize the payment.
   
  We spoke with you on October 16, 2025, via phone number ********** regarding your account status. You stated that your initial attempt to redeem a $100 device reward was successful, but you did not receive the phone due to inventory issues. Moreover, new promo code provided on September 19, 2025 was invalid. As a result, an escalation ( ticket number **********) was submitted to generate a new promo code with 24-hour turnaround time. You were informed to keep your line open for a callback with updates, to which you agreed. Therefore, the conversation ended.
   
  As of October 16, 2025, another promo code was generated under ticket number **********. Therefore, we made a follow-up call with you via phone number ********** and e-mail *************** on October 19 and 20, 2025. However, we were unable to reach you, and we received an email response from you on October 20, 2025 stated that you attempted to call our hotline number and was told there were no customer representative and the line hangs up on you.
   
  We successfully spoke with you on October  21, 2025 via ********** and provided you with the new promo code. However, we were unable to confirm its functionality as you were at work at the time. 
   
  On the other hand, the phone number ending in 5212 and its associated services were transferred to another phone per Upgrade ticket number ********** on October 18, 2025. In addition, on October 26, 2025, we made a follow-up call with you again via phone number ********** and e-mail *************** to confirm the functionality of the new promo code. However, we were unable to reach you, and no email response have been received to date. 
   
  If you still require assistance, you can contact ************** enter PIN 1900. 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 1330390466. 
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
   
  

  
  Sincerely, 
   
  Executive Resolution Department

• Initial Complaint

  Date:10/14/2025

  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.

  on october 9, 2025 i attempted to switch my service to visible wireless. Straighttalk guidance was needed because the port out was rejecting even though i had all the correct information. i called straighttalk to get help for porting out my phone numbers. when i called i was offered a free phone which i have received and one month free service considering i have been a customer since September 2024. I am extremely disappointed as my services have beeb disconnected!!! i wish straighttalk wouldnt have set me up to fail now my services is inactive. Not to mention that my services factual date would be the 16th of every month in the event that my services could be disconnected., i pay my bill every 16th of the month. it has not been ************************************************************************* before this has happened to prevent other deception in reports i have filed regarding identity misrepresentation. i do not deserve this. why was i offered lies and misrepresentation?? i **** the ticket numbers for the support of my accusation along with pictures. i am so distraught that i could have not been in threat of this high risk situation snd i didnt ask for this i have been a loyal customer and never received any reward tfat i have earned.

  Business Response

  Date: 10/23/2025

  Dear ****** *******:  
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint indicates that after attempting to port your line to another provider, Straight Talk offered you a free device, which you accepted. However, you experienced service disconnection and expressed concern that someone may be attempting to steal your phone number.
  We would like to clarify that, according to Straight Talks official policy:
  
  Your phone will only have service after you have purchased and redeemed a plan, and as long as you have service days remaining in your plan cycle. Except for multi-month plans, all plans follow a 30-day cycle. If a new plan is not redeemed before the Service End Date, the account may be deactivated, and the phone number may be lost. Reactivation is possible by purchasing and redeeming a new plan.
  
  Upon reviewing your account, we confirm that your line ending in 4180 is currently active under the $45 Unlimited Plan. Our records do not show any disconnection outside of the standard service cycle.
  
  Straight Talk adheres to strict customer authentication protocols to safeguard account integrity. Any changes to an account require proper verification.
  On October 10, 2025, you contacted our support team to secure your line. A request was processed under reference number 1330024406.
  
  We also reached out to you by phone on October 17, 2025, at **************, during which you confirmed your service was functioning properly. We clarified that Service End Dates may vary slightly month to month,and you acknowledged this. You also mentioned not receiving the Anniversary Device Credit promotion. We initiated an internal review to investigate this matter and agreed to stay in contact.
  
  Straight Talks Anniversary Device Credit Program, launched in September, is available to customers on the ST Gold, Platinum, and StraightSAVINGS!plans. This promotion offers a device credit toward a future purchase, subject to the following conditions:
  
  Enrollment in the ***************************************** for 12 consecutive months on qualifying plans ($55 or $65)
  Use of a compatible device within ******* coverage
  Activation via BYOP Kit or port-in/new number
  Credit redeemable through *******, ***********, or ****************
  Progress tracked via the Straight Talk app
  
  After a thorough review, we found that your account does not meet the eligibility criteria, as it has not maintained 12 consecutive months on a qualifying plan. We discussed these findings with you during our October 17 call, and while you disagreed with the outcome, we hope this explanation provides clarity.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1330334412.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  
  Sincerely,  
  
  Executive *********************
  

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel autopay and the customer service from ********************** told me the only way to stop it is to dispute it through my bank because they cant authenticate my account. To authenticate they want two phone numbers that were called from the phone in the last 60 days and a four digit pin. When I explained that the phone hasnt even been used in the last six months so there are no calls in that timeframe, I was told they couldnt help me. I offered up every piece of information I could to authenticate the account and because the phone hasnt been used in 60 days they couldnt?! I wasnt asking to do anything other than remove the autopay on a phone they clearly knew hasnt been used in at least six months.

  Business Response

  Date: 10/27/2025

  Dear ********* *******: 
  

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2025, regarding BBB Case number ******** complaint. 
   
  Your complaint states that you attempted to cancel the AutoPay feature through customer support but were unable to authenticate the account, as required. This was due to your inability to provide a dialed number from the past 60 days, since the device had not been used in the previous six months. As a result, the representative advised you to dispute the recurring charges with your financial institution, stating that no further assistance could be provided due to the failure to complete the necessary security verification protocols.
   
  Upon reviewing your account, the phone number ending in ****************************** the auto refill for a $19.99 plan which includes 60 minutes for 90 days. Payment records show charges on 04/16/2025 per merchant ID *******************, second payment was completed on 07/15/2025 per Merchant ID ******************* and third payment was completed on 10/13/2025  per Merchant ID *******************.
  
  Tracfone Wireless and its affiliate brands, Terms and Conditions, state that Auto-Refill plans allow our customers, to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone Wireless and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone. 
   
  An in-depth review of your accounts usage records indicates that there was no activity associated with the service plans redeemed in April, July, and October. However, TracFone and its affiliate brands, customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information. 
  
  We attempted to contact you via phone number ************ and via email to ******************** on 10/15/2025, 10/16/2025, 10/17/2025, 10/20/2025 and 10/24/2025 ; to discuss the status of your payments and  refund request. However, we were unable to reach you. Additionally, you  had not replied to our calls or emails. We need to speak with you directly to discuss this matter. 
   
  If you still require assistance, you 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 1330326749. 
   
  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:10/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with ********************** that I setup for my daughter. My daughter decided to buy her own phone and setup her own account since she was about to turn 18 and wanted more options. I assumed since her phone was disconnected, I would not have any more charges. On 7/16/2025 I was charged. I tried calling in to get the Auto Pay cancelled and could not get the code to verify the account. I tried a chat the next month when I was charged again and could not get help. I was charged again on 9/14/2023, My daughter went in to try and end the auto pay and didn't have the option to cancel. I was charged again on 10/14/2025 and did a chat with Tracfone. I was able to call my daughter, and she was able to get on the old phone and check her old email to get the code. The agent did state that the Auto Pay was cancelled. I asked then about refunding the last 3 charges since the 4th one was me just not knowing we had to go through so much to get it turned off. I was told they would refund the last payment. I was fine to at least get something back. I was on hold for a while, when I requested to know how much longer I was told I was disconnected and would have to start the process over. I asked to just get the transcript of the chat and was told to just screen shot it. I didn't want to have to do that since the conversation had already been well over an hour. The agent then said he would have to look into it. I waited a while and asked again how long and received another message that I had been disconnected. At that point I just ended the chat. The chat started at 12:07 and I ended it at 1:55. I did have to screenshot the entire conversation myself. I am asking for the last 3 payments that were made.

  Business Response

  Date: 10/27/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 14, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that your daughters phone was disconnected and you assumed you would not get charged for the following month; however, you were still getting charged for the month. In addition, the monthly charges continue despite requesting assistance from customer service.
  
  ********************** and its affiliate brands Terms and Conditions, state that Auto-Refill plans allow our customers to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone Wireless and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.   
  
  Upon reviewing your account associated with the phone number ending in 2988, we confirm that it is active on the TracFone $30 which includes Unlimited Talk & Text ,10GB ******************** Capable 30-Day plan. Our records show that the plans were purchased in July, August, September and October through Auto-Refill. Following a detailed review of your usage history, we found no activity on the line for the service plans redeemed between July and October. 
  
  We contacted you via phone number ************** on October 24, 2025; we discussed the status of your account and submitted a refund request which was approved per reference IDs *******************, BP20250815621884565, BP20250914622654796 and BP20251014623434815 and you stated no further assistance was needed. 
  
  If you still require assistance, you 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 1330388642. 
  
  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:10/13/2025

  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'm having an issue with 2 telephone companys at the same time, the first is TracFone, the second is silvercellwireless. I've been with TracFone for approximately 10 years but for The last 4/5 years I couldn't make phone calls whenever away from my home WiFi. I've switched to silvercellwireless and they ( chat personal) say that TracFone won't unlock My phone, TracFone ( chat personal) say they have, further silvercellwireless has sent me a Sim card that is in my phone but they haven't/ won't send me the *** code needed to unlock their SIM card, I can make emergency calls with their SIM card . I'm disabled and have been for the last 27 years and need my phone to talk to my doctors and pay My bills. PS because I can't make or receive phone calls, the BBB will need to contact me by email or text. Thank you, ************************** text @ **************

  Business Response

  Date: 10/23/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 13, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint indicates that you have been experiencing ongoing issues with Tracfone service over the past 45 years, specifically the inability to make calls when away from your home Wi-Fi. Upon switching to Silvercell Wireless, Tracfone confirmed that your device is unlocked; however,Silvercell Wireless disputes this and has not provided the *** code required to activate the *** card. You also noted that, as a disabled individual, restoring essential phone service is critical for medical and financial communications.
  
  We have thoroughly reviewed your concern. Our records show that your account is no longer active in our system, as it was successfully ported out on October 8, 2025, under port-out ticket #**********. Additionally,the device was confirmed to be unlocked on October 6, 2025, with reference #**********.
  
  We attempted to contact you multiple times via phone at ************** and by email at *********************** on the following dates:October 14, 15, 16, 17, and 20, 2025. Unfortunately, we have not received a response and are still awaiting your reply.
  
  We are pleased to have addressed your concern and appreciate your patience throughout this process.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1330269791.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  
  Sincerely,
  
  Executive *********************
  

• Initial Complaint

  Date:10/12/2025

  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.

  In August of 2025 I bought a new IPhone 13 from ******* for this company but a few months later I had no service at my home so I contacted the company and they advised that they were going to launch an investigation to correct the issue of no reception suddenly. A few weeks go by and no correspondence nor improved reception. A couple weeks after this my father in law passed leaving it so no one was able to contact us which resulted in us needing to either try a cell booster or to switch service providers. I went to ******* and they were out of cell boosters but the wireless associate offered to help us switch service providers claiming it will only take a half an hour and that we wouldnt lose our current phone numbers, 6 hours later we left with two new phone numbers and another brand new iPhone 13 that we had to buy for our new provider because Straight talk over multiple long calls first said they could unlocked it but then said they couldnt, again said they could override for a $6 fee but when we agreed to that they again said they cant and I had to wait 8 days and it would unlock automatically. Straighttalk also messed up our port process and almost cost us our phone numbers and that call was another hour long call that ended with us being hung up on. We left devastated and had to return the next day and go over it all over again. I noticed the other day that the phone was again still locked so I called Straighttalk and was told by the first ***** I spoke to that it would automatically unlock in 12 days, I was very upset about all the lies and misinformation and asked for someone who could help with a refund or unlock and was transferred to an ***** who claimed his supervisor unlocked the phone and confirmed with **** that we were good to use it on their network. We were so relieved even though it look over an hour. We tried to swap service to the phone and its still locked so I called back and was again told a different reason. I can explain better verbally

  Business Response

  Date: 10/22/2025

  Dear ******* ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 13, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that your Straight Talk iPhone 13 stopped functioning a few months after purchase, creating an urgent situation in which you were unable to reach your family. A ******* associate advised you to switch providers; however, the process was complicated by Straight Talks refusal to unlock the device. After purchasing a new iPhone 13 and successfully porting your number, you were still unable to get Straight Talk to unlock the original phone. As a result, you are now seeking a refund.
  
  We reviewed your account, which corresponds to a Straight Talk account associated with an iPhone 13 device, with an IMEI ending in 4433.The device was activated on August 10, 2025, through a phone upgrade. A $35 service plan was added on August 24, 2025, and again on September 23, 2025.However, the account was deactivated on October 3, 2025, after the phone number ending in 5129 was ported out to another provider. This action is documented under port-out ticket number **********. The account was subsequently reactivated manually on October 14, 2025, with a new phone number and a replacement service plan valid for seven days, as documented under ticket number 1330260264.
  
  We understand your desire to use your device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025.?As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Our records show that your device will be eligible for unlocking on 10/23/2025. The remote unlocking process will occur automatically.Please ensure the device is powered on and connected to a Wi-Fi or cellular network during this period. You may receive a notification on the device once it is unlocked.
  
  We attempted to contact you multiple times  on 10/13/2025, 10/14/2025, 10/15/2025,10/21/2025, 10/18/2025 and 10/21/2025 via phone number ********** and email *********************** however,we were unable to reach you and we did not received a response.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 1330214080.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  
  Executive Resolution Department