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

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:08/19/2025

  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.

  I have had my number ************ with Tracfone for over three years. The service was due to expire in September 2025, so on August 4, 2025, I refilled it for another year and activated it on a new device.However, on August 12, 2025, my line was deactivated without any notice. When I called customer support on August 14, 2025, I was told this may have happened because of switching to another phone. The representative escalated the issue to a higher tier and asked me to check back on August 18, 2025, but when I called, there was still no ********* has been very difficult to reach a live agent, and this has caused a serious disruption in my service. Please reactivate my line immediately and restore the 40GB+ of data that was remaining on my account. Since I refilled with an annual card on August 4, 2025, my service should be active until 2026.

  Customer Answer

  Date: 08/20/2025

  Tracfone reached out to me and resolved the issue within a day!  What great service!

• Initial Complaint

  Date:08/18/2025

  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.

  August 18, 2025 Spent 1 hour and 40 minutes trying to unsuccessfully to cancel my account - I first tried online to cancel autopay and close account. Website would not allow me to close account. It would also not allow me to delete my credit card number for autopay without entering another credit card number.- Next I tried online chat. To verify account, chat sent me email with verification code. It took over 15 minutes to receive their verification email and by then the code was no longer valid. Tried this four times with chat, with same results all four times.- Next I tried calling. I gave the account representative all my information, including my PIN. She still had to verify the account by email. We tried email verification three times. All had the same result - by the time I received the email, the code was invalid. The account representative told me there was nothing else she could do, so I asked for supervisor. Waited ten minutes and gave up.- I finally called my credit card company. The card representative cancelled the autopay to TracPhone for me in a simple three minute phone call.

  Customer Answer

  Date: 08/22/2025

  I was contacted by email by TracFone.  See attached email string.  They claimed they attempted to call me on the phone number listed in my BBB complaint.  This is my T-Mobile cell number.  I have had zero missed calls.  I already spent over an hour on the phone with TracFone trying to close my account.  I do not want to talk with them again.  I simply want verification that TracFone has closed my account.

  Business Response

  Date: 09/01/2025

  Dear ****** ************:
  
  
  We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated August 18, 2025,regarding BBB Case number ******** complaints.
  
  Your complaint states that you attempted to cancel Auto Pay and close your account, but encountered difficulties completing the process even with assistance from customer care support.
  
  Our records show that you attempted to cancel Auto Pay but were unsuccessful due to failed account authentication. We understand that you wanted to cancel your Auto Pay enrollment and deactivate your account entirely.However, please note that specific procedures must be followed before we can process such requests.
  
  TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
  
  We attempted to contact you via phone at ***********;however, it appears the number may be incomplete. We also reached out via email at ***************************** on August 19, 20, and 21, 2025. While we were unable to speak with you by phone, you did respond to our emails.
  
  In your email, you mentioned a delay in receiving your authentication code, which resulted in a failed account authentication attempt.We sincerely apologize for any inconvenience this may have caused.
  
  Additionally, you stated that you had contacted your card issuer to block any future charges from TracFone and requested immediate cancellation of your account. We responded to inform you that, per our procedures, we are unable to process account cancellation without successful authentication.
  
  As of today, your account remains active. However, your Auto Pay enrollment has been cancelled due to a declined charge. Please note that without a new refill, your account is scheduled for full deactivation on September 3, 2025.
  
  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 1326757228. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 09/04/2025

   
  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:08/18/2025

  Type:Sales and Advertising 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 noticed on my credit card that TracFone was charging me for 4 lines and I only have 3. I started digging deeper into my credit card statements and noticed that they have been charging me for 4 lines since 2023. I called my credit card company and they were able to get me a refund for 3 charges. They said they could only go back 90 days and to contact TracFone for the rest. I called TracFone and they couldn't even tell me what 4th phone number I was being charged for. They said to contact my credit card. I called them and faxed my statements. Later on they said there was nothing they could do and to contact TracFone. I called TracFone and the gal took down every transaction to TracFone since 2023. The next day they left me a message telling me the charges were invalid and that my credit card had to do a charge back. I called the credit card and they said there was nothing they could do and to call TracFone. I called TracFone and after about another hour they said my credit card had to work it out. After about 8 hours of back and forth between the 2 companies, I gave up. I am telling you my story and contacting the ****** Thank you for your time.P.s. I tried to upload my statements but keep getting an error.

  Customer Answer

  Date: 08/18/2025

  Here are my credit card statements showing that I was charges for 4 lines instead of 3

  Business Response

  Date: 09/01/2025

  Dear ****** **********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2025, regarding BBB case number ******** complaints.
  
  Your complaint states that since 2023, TracFone have been charging you for four (4) lines but you only have three (3) phones. You tried asking assistance to situate the matter through your bank and TracFone but issue is left unresolved.
  
  Upon review, we found that you have two TracFone ************ includes numbers ending in 3868 and 0431, while the other has a number ending in 9647all enrolled in Auto Pay.
  
  The number ending in 9647 was originally linked to a device with IMEI ending in 4398, and later transferred to a new device with IMEI ending in 0529 in December 2022. However, the old device remained enrolled in Auto Pay, resulting in duplicate charges from January 2023 to May 2025. We managed to refund the charges taken from March 2025 to May 2025, each amounting to $19.18 with refund confirmation id ***********************, BP20250421618845023_CR0,BP20250322618062489_CR0.
  
  We spoke with you on August 19, 21 and 23, 2025, via phone at ************. During these calls, we tried to work with you on your refund request. However, you stated that someone was already assisting you regarding the matter. We managed to pull up a manual refund request under reference number ********** and the case is still open at this time.
  
  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 1326776030. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 09/03/2025

   
  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. They worked surprisingly hard to help me resolve the issue. The only problem is I had to file a complaint before they would take serious action and look into my complaint. 
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:08/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone through *********** as well as a phone card for said new phone on July 30th this year and I chose to lease to phone out so I had paid a total of 158 for the phone. Then by August 5th I got an email saying my order was successfully cancelled but I didnt cancel it they did. So I contacted them about it they said I needed to contact smartpay to cancel my lease and so I did that. ******** said they needed an email confirming that my order was canceled from Straighttalk. So ever since then Ive called Straighttalk at least no joke 20 times and everyone has said the same thing Ill set a phone meeting up with the warehouse department but they never call EVER. I just need them to send an email to smartpay so Im not paying every month for a phone I never received

  Business Response

  Date: 09/01/2025

  Dear Devajauh ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that you ordered a Straight Talk phone and airtime card on July 30, 2025, financed through SmartPay. On August 5, you were notified that the order was cancelled. You were advised to contact ******** to cancel the lease, but ******** requires a confirmation email from Straight Talk to proceed. As a result, you are requesting assistance regarding the matter.
  
  Upon review, we found that your order for an iPhone 15 Pro Max and a Straight Talk $45 airtime plan, placed on July 30, 2025 under order number 0099-LI1111110H, was financed through SmartPay. Unfortunately, the order was later cancelled due to shipping constraints.
  
  We spoke with you on August 19, 2025 via phone at ************, and submitted an escalation under reference number ************** mentioned receiving an email from SmartPay confirming the cancellation, and we agreed to follow up regarding the refund.
  
  Despite follow-up calls on August 21, 24, and 28, and emails sent to ************************ we did not receive a response. However, on August 26, SmartPay confirmed that your order was terminated and refunded.
  
  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 1326703863. 
  
  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 
  

• Initial Complaint

  Date:08/17/2025

  Type:Sales and Advertising 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.

  My mother has been using the Tracfone **************** for 12+ years. She is elderly and only used her cellphone in case of an emergency, keeping the phone turned off. She would upgrade often and accumulate the free 1500 minutes each time she upgraded. Since she didn't use her phone often, the minutes accumulated. April 4, 2025, she upgraded to a newer ******* cellphone, through ***, and attempted to transfer her years of minutes to her new phone. Unfortunately, this did not happen. Each month we had to call and inform the agent that the minutes did not transfer over (2hrs per each call). Each time they told us "they would take care of the transfer". Her phone was restricted and stated that she had no minutes remaining, which is impossible, since she recently started using the phone for 5 minutes tops each night to speak to family. They then provided a "Courtesy" ***** minutes to use until they resolve the problem and perform the transfer. This has been going on for FIVE MONTHS. Tonight, we called due to the monthly restriction and no transfer. The agent RAYHAH tried to resolve the issue with her supervisor *** (who stated he would not speak to me). They stated that the final resolution was that my mother's account has been fraudulently buying new phones with 1500 minutes and transferring existing thousands of minutes to new phones!, phones in her possession. They Red Flagged her account. They asked her to retrieve all the phones she had stopped using with the **** numbers to prove her case. Utterly ridiculous. They have this information since they were able to verify that she was a long standing customer. Funny how this scenario happened when they started using *******. The greed is apparent.

  Business Response

  Date: 08/29/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 17, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that your mothers account had accumulated carry-over balance over the years of having service; however, it was deleted. In addition, you were required to retrieve all the phones you purchased, to prove your claimed balance.
  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  We reviewed your account and found zero voice minutes balance, 1482 text messages and 8.43 GB for data; therefore, we verified usage and we found you used 2616 minutes from 04/01/2025 as of 08/18/2025. Your new ******* Galaxy A15 was originally activated on 03/31/2025, with a new phone number ending in 0472, with the Tracfone $125 1500 talk, text and data, for 365 service days.  Records show on 03/31/2025 the phone number was changed to the one ending in 8568 and then on 04/01/2025 you requested to transfer your phone number ending in 1878 to the new ******* phone, as well as the service days and all the balances.
  
  In a deep review, we found the upgrade process performed on 04/01/2025, per reference ticket No. 131-767-4926, from the **** number ending in 0029 to the new ******* phone with **** number ending in 4676.  Records indicate ***** service days were successfully transferred; however, no voice, text and data balance were transferred.  Therefore, ****** voice minutes, ****** text messages and ***** data balance, were manually transferred to your new phone with **** number ending in 4676, per reference ticket No. 1317674596.
  
  Upon checking, we also found on 05/03/2025, 05/30/2025, 06/14/2025 and 07/17/2025 replacement minutes were issued to your account because they were erased.  We have determined that a technical issue caused the system to delete your balance every 30 days. We apologize for the recent issues that you may have experienced with your TracFone service.  We have since updated your account with the correct amount of balance and can confirm that the minutes are now properly attached to the account. Usage records verify that the phone is working properly.
  
  We spoke with you on 08/28/2025 via phone number ************, and you were able to confirm the missing balance was restored to your account and all the features on the phone are working properly. 
  
  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 1326706795. 
  
  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 09/02/2025

   
  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:08/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Tracfone on August 15, 2025, regarding the Tracfone that I have. A couple of years ago, I was informed by Tracfone that the previous phone was out of date and could no longer be used and they needed to send me a replacement phone. I have had issues with the replacement phone also. For example, I purchased a Tracfone card on August 14, 2025, and attempted to add the minutes, but the minutes were not applied, and I am unable to make calls or texts. I called Tracfone and spoke to a representative, but she said that she could not resolve the issue. I told her that I wanted a refund for the Tracfone card that I purchased and she said the card pin had already been applied. I corrected her and confirmed that I attempted to add the card pin, but the transaction was unsuccessful, as I am unable to make calls or send texts. She said that she could not help me, so I decided to file a complaint with the BBB. At this point, I want a refund from Tracfone for the unused card I purchased for my emergency phone.

  Business Response

  Date: 09/01/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you add service to your phone on August 14, 2025 but your service is not working. As a result, you are asking for a refund.
  
  We spoke with you on August 20, 2025, via phone number ************. During our conversation, we discovered that your previous number ending in 1865 had been reassigned to another customer due to non-renewal of service.
  
  Upon review, we found that your TracFone device with serial (IMEI) number ending in 1123 has been inactive since February 21, 2025.Additionally, your $19.99 airtime plan (60 minutes / 90 days) was mistakenly applied to your old number, which is no longer linked to your current device.
  
  To resolve this, we offered to transfer the airtime plan to your TracFone and assign a new number. You agreed to this solution, and your phone was successfully reactivated under reference number **********. We have confirmed that your service is now working properly. No further assistance is required.
  
  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 1326846281. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 09/09/2025

   
  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.  I appreciate the assistance I received from the Tracfone representative to resolve this issue.  Although it was a lengthy process to restore the phone and assign a new phone number, the representative was very helpful, patient and kind throughout the process.

  I also want to commend the BBB for the assistance they continue to provide to consumers.  I am truly grateful for the assistance that I have received from the BBB for many years.   

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

• Initial Complaint

  Date:08/15/2025

  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 canceled ******* May 5th and went to a different company ******* charge me the full month of May saying that I would receive refund on and be made whole for making the whole payment for May talk to them refuse that they don't owe me any money but they are willing to make a deal and to give me a discount on new phones or service could not get anywhere with them I have waited since May 5th up until August 15th basically told me tough luck

  Business Response

  Date: 08/29/2025

  Dear BBB, 
  
  Thank you for contacting TracFone Wireless ******************************* regarding ***** Drouhards complaint. In their complaint, received on 08/15/2025, ***** ******** expressed concern about their ******* Wireless service bill. 
  
  Upon further review, weve determined the customers concern should be addressed by our ******* Wireless Prepaid team. Per BBB guidelines, please forward ***** Drouhards complaint to the appropriate *************  
  
  We appreciate you bringing this matter to our attention for resolution, and apologize for any inconvenience this has caused.  
  
  
  Sincerely, 
  
  ******************************* 

• Initial Complaint

  Date:08/14/2025

  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 had Tracfone wireless as my cell phone ******* provider when my government ******* was discontinued. My monthly charge for this ******* was approximately $40. Tracphone would charge me varying amounts between 39 and 45 dollars per month. On four separate occasions I was charged twice for that month. Each time I called to have 2nd auto deduction from my checking account refunded which ******** did do. On July 2. 2025 the amount of $39.87 was deducted from my checking account for my ************* An additional $45.57 was also deducted from my checking account. I called ********************** to get a refund of $45.57. The woman stated that she would refund me that amount as Tracfone did indeed charge me twice for my July 2025 *******. Today is August 14 and I have not received my refund. So, I called Tracfone again and was told I no longer was eligible for the refund because I used it up. I did not order anything else or upgrade my ******* in July. Therefore, I did not use this money for any other Tracfone ******* or product. I did not renew my month to month August ******* plan. This company stole from me. I did not authorize this deduction from my checking account. I am a disabled, 70 year old senior citizen on a small fixed income. What this company does is a disgrace. The phone number I had with Tracfone was **********. I would appreciate anything you could do to get my money refunded to me. Thank you for your help.

  Business Response

  Date: 08/29/2025

  Dear ******* *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 15, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were double charged for the month of July and were promised a refund. However, you have not yet received the refund and were later informed that you are not eligible for one.
  
  Upon review, we found that your TracFone account was deactivated on August 5, 2025, due to non-renewal of service. The account was previously enrolled in Auto Pay but enrollment was cancelled on July 31, 2025.
  
  With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.
  
  Our records show that two charges were made on July 1, 2025:one through your Auto Pay enrollment for $39.87, and another via the automated system (IVR) for $45.57. Both plans were successfully added to your account.
  
  We spoke with you on August 16, 2025, via phone at ************. During the call, we shared the findings of our investigation and assisted you in authenticating the account. To process your refund request, an escalation was created under reference number **********. The refund of $45.57 was approved, with confirmation ID ****************.
  
  A follow-up call was made the next day to inform you of the update. Please note that refunds typically take 35 business days to be ********** may contact your financial institution to verify the credit once it has been processed.
  
  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 1326575816. 
  
  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:08/14/2025

  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.

  Can't use phone. Want to cancel service but they won't let me.

  Business Response

  Date: 08/29/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August *******, regarding BBB case number ******** complaint.
  
  Your complaint states that you attempted to cancel your service due to issues with your phone, but your request was declined.
  
  Upon review, a TracFone account was located under your name,associated with a phone number ending in 8670 and a device with a serial (IMEI)number ending in 4353. Records indicate that you attempted to port in the number on July 2, 2025, under reference number **********; however, the request was cancelled on the same day.
  
  Currently, the phone appears to be active but does not have a new number assigned, which is required for service to begin. Additionally, it was noted that you were unable to authenticate the account.
  
  Please note, to safeguard the integrity of its customers *************************** implements its customer account authentication policy in accordance with strict security guidelines. Any changes to an account must be authenticated
  
  We were unable to establish communication as your complaint did not include valid contact information. To effectively resolve this matter,we kindly request that you contact us directly so we can speak with you and assist further.
  
  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 1326507684. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:08/13/2025

  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.

  $125 1 Yr. TracFone/Verizon cellphone talk text GB package use my Spectrum home WIFI free ********* roll over of all previous minutes left when new phone activated ***** talk ***** text *****GB 420days left 8/6/2026 new ************ 5/6/25 new phone activated to extend 8/6/25 thru 8/6/26. 1 800 876 7183 **** CSR disconnected call. 8/13/25 Could not credit acct in full. No reason for 0 balance drop. or loss same on 7/14/25. Customer gouging, Bait and Switch, Unreliable 5G.phones sold only attached to TracFone lock service.Verizon TracFone buyout resulted in FCC noncompliant contract promise of much improved service for ********** Customers especially Seniors and Families who need a lifeline for Emergencies, Business, Health, Employment and Disasters. 20 year customer have never seen such shameful business practices and Cooperate greed. Many ************ sites are speaking out on these problems. Reddit ,X, ********, Downdetector etc. proving AI, Chat **** for as long as 6 hours can't fix problems if the system program is inadequate. Expecting TracFone to credit ***** Talk,12155 Text and ***** GB with service thru 8/6/2026 with 357 days of service unused., fix system problem so accounts are not dropped to zero balances on a whim. Stop making the customer with lost service try to text ****** Help spend 5 or more days chatting with multiple CSR 's waiting to have a working cell phone again. The no refund policy or did you read network policy is not service as stated by many employees during an attempt to correct the problem and have a cell phone activated again.365 Days 1500 Minutes 1500 Texts 1.50 GB Data

  Customer Answer

  Date: 08/17/2025

  Your Tracfone transaction summary indicates that you have an active phone number **********, which is scheduled to be discontinued on 08/06/2026 due to the end of service. The email also reminds you to comply with the Terms & Conditions.
  
  
  ***********************************************************************************
  To:  me  Sun, Aug 17 at 1:34 PM
  
  
  Message Body
  Thank you for contacting Tracfone!
  To call internationally text ILD to ****** for instructions.
  Transaction Summary
  Phone Number **********
  Last Day of Service 08/06/2026
  Value Plan Enrollment NO
  Plan Pay As You GoWhen you purchase, activate, or use a Tracfone device and the ********************** services, you agree to comply with the Terms & Conditions; which are subject to change from time to time without notice. TracFone is a registered trademark of TracFone Wireless, Inc. 2017 TracFone Wireless, Inc. **************************************. All rights reserved. Unsubscribe | Privacy Policy.

  Business Response

  Date: 08/28/2025

  Dear **** J **********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your balance was removed from your account and seeking assistance to have it restored.
  
  Upon review, we found that your TracFone account is active and provisioned in the network. The records show that adjustments to your balance information was done to your account. It was determined that a system error has caused the removal of your accumulated balance.
  
  We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.
  
  We spoke with you on August 19, 2025, via phone at ************. During the call, you expressed dissatisfaction regarding to what happened with your balance and the assistance previously provided.
  
  To resolve the issue, adjustments were made to your account under reference numbers ********** and **********. You confirmed that the correct balance was successfully reflected in your account, and as a result,you indicated that no further assistance was needed.
  
  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 1326629888. 
  
  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: 08/28/2025

   
  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,
  
  **** J **********