Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,487 total complaints in the last 3 years.
808 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/08/2025
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.
Your plan Plan:SafeLink Unlimited ************ 3GB Service period ends:09/10/2026 I want my money back i paid for additional year plan and was deactivated on 6/7/2025 spent all day on chat ****** with numerous customer service persons gave representatives sim numbers iccid and iemie numbers only to be ran around in circles aye yai yai what and experience dealing with tracfone let me tell you!!!want refund misleading plans and rip off by this company!!
Customer Answer
Date: 06/11/2025
Prepaid for phone services through September 2026 deactivated on 6/7/2025 from Tracfone that is why we are here today
Spent hours and several days chatting and on phone with customer service representatives' about my plan and why are my services not working
****
Business Response
Date: 06/25/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 8, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you paid for unlimited talk and text, 3GB data with a service period that ends in September 10, 2026. ******************** was deactivated on June 7, 2025. You tried asking for assistance but issue was left unresolved. Therefore, you are requesting a refund.

Upon review, we found that your TracFone account associated with the phone number ending in 0248 is currently active. Records show that on May 8, 2025, you refilled your account via the web with a $125 airtime plan (which includes 1500 minutes, 1500 texts, 1.5GB of data, and 365 service days),setting your Service End Date to September 10, 2026. On June 7, 2025, an additional 500 minutes were added to your account. However, this purchase was refunded on June 8, 2025, in the amount of $10.72. We also found no record of deactivation on the account, and the usage report clearly indicates that the service is being actively used.

We attempted to contact you multiple times via phone at ************** and email at *********************** on June 9, 13, 14, 15, and 21, 2025. However, we were unable to reach you directly, and no recent email response has been received.

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 1322368317.

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: 06/26/2025

Complaint: 23440310
TracFone does not reply to there emails and will not tell me why my service was not working on 6/7/25 and will not tell me a end date of my paid in advance services
I am rejecting this response because.
Sincerely,

******* ******
Business Response
Date: 07/03/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/26/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive replies to the emails, and you were not informed what caused your service to stop working on 6/7/2025. In addition, you were not informed of the service end date of the services you paid in advance.

We have been sending you emails to *********************** since 6/9/2025. We received your reply on 6/14/2025, and we have sent our response on the same day; however, we did not receive further correspondence from you.

As per our previous response, we did not receive reports that your service stopped on 6/7/2025. In addition, your account remained active, with service end date of 9/10/2026, and Usage Records indicate that the service is being used, specifically on 6/7/2025.

We attempted to contact you via phone number ************ and have sent further emails to ***********************,on 6/28/2025, 6/29/2025, and 6/30/2025, to discuss this matter. However, we were unable to reach you, and have not yet received your reply to our emails.

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 **********.

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: 07/07/2025
7/7/2025

Phone was deactivated today no services and again im prepaid in advance for services until september 2026
I spent 3 hours today 7/7/2025 on phone on hold and left several messages for a return call unsuccessful and time wasting also Iwas on chat today again 7/7/2025 with CELSO tracfine agent for another 3 hours totaling over 6 hours today with no resolution ***** on chat stated he was transferring me to corporate and of course call was ended or disconnected as why i have this BBB case what is going on at tracfone customers payi g for service and finding out the horrible replys and delays of this thrift company
Looking forwatd to hearing from tracfone again and again as they can not answer the simple question of why am i deactivated ? and how horrible of a company are you in dealing with customer issues?
so phone dont currently work /deactivated and i prepaid inadvance as per my reciepts submitted prevously via BBB complaint.
Thank you
****
Customer Answer
Date: 07/08/2025
chat transcript and such many days of tracfone unprofessional and unacceptable business practices 7/8/2025

Hello! I'm your Automated Assistant

This chat may be monitored and retained by Tracfone and our vendors to help improve and personalize our services. For more information, Privacy Policy or California Privacy Notice.

Let's get started by choosing one of the options below

I am a customer

Great, to provide you with the best service, please enter your 10-digit telephone number.

You can also enter your device's IMEI (or ESN) or I C C I D (or SIM) number.

If you need help finding your IMEI, click "Find my IMEI".

Agent

Now connecting you with an agent. Type quit anytime to disconnect

You are number 39 in the queue.The current average wait time is approximately 12 minutes. Thank you for your patience.

*************** IMEI

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

Hello

Sorry we are currently experiencing longer than usual wait times. You are currently 40 in the queue.

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

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

Good evening. Thank you for visiting TracFone Wireless.

Sorry, this chat with the agent is currently closed. If you'd like to reconnect with an agent, please click on 'Connect'

Hello! I'm your Automated Assistant

This chat may be monitored and retained by Tracfone and our vendors to help improve and personalize our services. For more information, Privacy Policy or California Privacy Notice.

Let's get started by choosing one of the options below

I am a customer

Great, to provide you with the best service, please enter your 10-digit telephone number.

You can also enter your device's IMEI (or ESN) or I C C I D (or SIM) number.

If you need help finding your IMEI, click "Find my IMEI".

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

Before continuing, let us verify the number you entered to provide you with better service.

Send Code

I just texted you a 6-digit code. Please enter it below.

033695

Thank you, just a moment while I complete the verification of your device.

Great, let's take a look at the overview of your device.

Device Summary:
Enrolled in Auto-Pay: NO
Enrolled in Rewards: YES
Rewards points: 307

Your current plan expires on: Thursday, September 10, 2026

Let's take a look to your Services Balance:

Used: 0.00GB
Plan Data: 3.00GB
Total Data Balance: 3.00GB

Is there anything else I can help you with?

Yes

Ok, let's try this...
Describe your need in as simple terms as possible.
For example: "How do I set up Auto Pay?"

Agent

Now connecting you with an agent. Type quit anytime to disconnect

You are number 29 in the queue.The current average wait time is approximately 12 minutes. Thank you for your patience.

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

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

Sorry we are currently experiencing longer than usual wait times. You are currently 16 in the queue.

Hi

I just bought 500 minutes. For phone to work explain why I have unlimited minutes and prepaid until Sept 10... Thanks

You are now connected to *******.

Hi

Thank you for visiting TracFone Wireless. Hello valued customer!

*************** IMEI

just bought 500 minutes. For phone to work explain why I have unlimited minutes and prepaid until Sept 10... Thanks

Sorry, the numbers are encrypted. Please remember to add a space after every three digits.

Last month on June 7 same thing happened phone did not make or receive calls

Ok

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

IMEI 356 074 296 370 68 2

Again July 7th said phone deactivated was unable to call or receive calls

I paid again for 500 minutes

Why I prepaid until Sept 10 for 1 year unlimited

I understand your concern.

Bear with me a moment while I check on this for you.

Ty

Oh and I do have a continuous current ongoing BBB complaint vs TracFone. This is unacceptable

Aye yai yai yai yai lol

And then some more....

Certainly

I sent a code to your phone number. Could you please provide me with the code?

Again sure I've done 109 of these codes in last 3 days ....

410 2 69

Thank you.

I'm on overtime over 40 hours already

One moment, please.

Yessims

Bear with me a moment while I check on this for you.

" "

Could you please provide me with the last four digits of the IMEI?

Look at the start of chat it included

Per your 3 space instructions

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

0 6 8 2

!!!

Thank you.

Please continue to stay on the chat as I verify account.

K

.

Sorry for the inconvenience. I will manually add the $10 - 500 Voice Minutes for you.

One moment, please.

How add I paid again just to get my phone to work and it's a scam

I should not have pay twice

This happened last month same thing

So August I bet same thing huh?

TracFone makes too much headache

What happened to the good ole Days

I understand your concern.

I am almost done.

Yeah yeah

Lol

So next month I will be here again I'm sure

Mint Mobile us mobile

I will pay for no or. Less. headache

I have Guinness book record on this account

They can put a guy on the moon

So what was done on my account?

Refunded for the overpayment?

Sorry we are currently experiencing longer than usual wait times. You are currently 8 in the queue.

Customer Answer
Date: 07/09/2025

Complaint: 23440310

I am rejecting this response because:

phone service was shut off again on 7/7/2025 and was unable to make and receive calls I spent 2 days on there chat hours and hours only to be transfered to "CORPORATE" then call ends. also spent 3 plus hours on hold and after being verified was one moment please and other delay tactics on a low level customer service level aye yai yai
also I include a recent chat transcript prevously onlky because this issue is still ongoing and unacceptable on tracfones behalf.
I had to pay again for 500 minutes just to get my phone to make a call now answer me this why would i need to pay when im already paid inadvance until september 10th for unlimited minutes and texts and such.
such a poor company to reply and state they left messages on many many dates of course they did i was unable to even respond with a call back and actually after hours and hours of there verification process it was noted and documented only to be here today and wow let me tell you i have done many BBB complaints and i Thank the BBB for there handling and professionalism in dealing with these companies. At the end of the day tracfone failed me on many days unreliable service and charged overcharged for there shoddy service so Ultimately that is the process and business model tracfone has to keep there thrift clients. wow such a struggle dealing with this low rated thrift level of a company but hey have a good day !
unacceptable deceptive billing practices unreliable services and daily headache many many problems not good company !!!

Sincerely,

******* ******
Customer Answer
Date: 07/09/2025
hmm why i need to buy minutes when im prepaid in advance until september10? this has happened 2 times 6/7/2025 , 7/7/2025
i have to pay for 500 minutes every moth now or phone service dont work .

Customer Answer
Date: 07/09/2025
overcharged
Business Response
Date: 07/18/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you needed to purchase additional minutes every month, when you should have service until September 10.

In our review,Transaction History shows that you purchased $10 500 add-on minutes on 6/7/2025 and 7/7/2025 thru the website. Payment for your order on 6/7/2025 was refunded on 6/8/2025. In addition, an in-depth review shows that a refund for the 1-year plan you purchased on 5/8/2025, amounting $130.41, was processed on 6/8/2025,per reference number BP20250508619315987.

Nonetheless, the account remained active and provisioned in our system. Usage Records also indicate that the phone is working and service is being used.

We attempted to contact you via phone number ************, and have sent an email to ********************************,on 7/17/2025, to discuss the status of your account and service concerns.However, we were unable to reach you, and have not yet received your reply to our email. We need to speak with you directly to discuss this matter.

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 1322368317.

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: 07/22/2025

Complaint: 23440310

I am rejecting this response all the same delays only thing different is the date on calendar

Sincerely,

******* ******
Customer Answer
Date: 07/27/2025
want prorated refund from this horrible company lost service june 7th and july 7th only to be here on BBB with open case told tracfone to stop calling me there agenda is to delay and eat up my minutes with there customer service that has no authority to do anything on my case without a supervisor approval. jeeze how **** is it to prorate my account and refund my total monies on the table??????
**** will wait no biggie take your time i will be here like other corporate time wasters im currently dealing with and there 15th floor corporate yacht* not good company !!!!!!!!!!!

Customer Answer
Date: 07/27/2025
tracfone costing me more money on the daily bad company and then some..!!
Business Response
Date: 08/04/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you had lost service on 6/7/2025 and 7/7/2025,and you wanted a prorated refund.

As per our previous response, the $10 payment for your purchase on 6/7/2025 was refunded on 6/8/2025, despite having confirmed that there is service usage in the account. In addition, the 1-year plan you purchased on 5/8/2025 amounting $130.41, has been refunded on 6/8/2025.

Moreover,on 7/26/2025 you successfully ported out the phone number ending in 0248 to another service provider, per Port-out ticket number **********. As a result, service for this number concluded on the same day.

Per TracFone Wireless Policy, Termination of Service which may be reactivated if you elect to do so, subject to the acceptance of the then-current Terms and Conditions for Service at the time of such reactivation. Any Service which remains unused at the time of termination cannot be refunded or transferred to another person.

We spoke with you via phone number ************ on 8/4/2025, and discussed the status of your account and the aforementioned. We informed you of the service plan payments that were already refunded, despite showing service usage. We also discussed the aforementioned Terms and Conditions; however, you expressed your dissatisfaction, and requested not to be contacted again.

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

Please refer to email reference number ******* or Ticket Number **********.

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: 08/06/2025

Complaint: 23440310

I am rejecting this response because:
Still did not get refunded only TracFone calling me wasting time with there process 6 digit pin verification horrible company beyond bad company. How hard is it to get a refund will wait for my refund!!!
Sincerely,
******* ******
Customer Answer
Date: 08/12/2025
Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue and appreciate
the response.

This is in regard to your *** complaint. We further reviewed your
complaint and would like to speak with you on the line to discuss this
matter.

We tried to contact you today, August 12, 2025, at 12:16 PM EST. We
called the number on file, **************, but were unable to reach you.
We were routed to your voicemail and left a message.

You may reply to this e-mail with your active alternate phone number and
best time to receive a callback. You may also contact the below hotline
number for assistance.

For assistance, please contact ************** enter PIN 1900. Hours of
operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Thank you for choosing TracFone Wireless. We appreciate your business.

Sincerely,

Cybelle
516896
Executive Resolution Department
TracFone Wireless

Usual corporate cookie cutter comments received only question ? I have is how hard is it to refund all my money from prepaid in advance services. Simply refund my money I would even take a prorated portion as expected per corporate mission statement agreement.
Business Response
Date: 08/14/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 6, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you still have not received the refund.

Per our previous responses, despite confirming service usage in our system, refund has been processed on 6/8/2025 for the 1-year plan purchased on 5/8/2025,amounting $130.41, with reference number BP20250508619315987. In addition, the payment for the 500 add-on minutes purchased on 6/7/2025 was already refunded on 6/8/2025, amounting $10.72, per reference # **********.

Please note that credit posts usually occur within 3-5 business days; however, it may take up to 30 days, depending on your financial institution. Please contact your bank to verify this credit posting.

We spoke with you via phone number ************ on 08/14/2025, you asked us to stop calling you and to issue a refund. We attempted to discuss the aforementioned;however, you ended the call.

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 **********.

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: 08/14/2025

Complaint: 23440310

Customer Answer
Date: 08/19/2025
tracfone shut off my service today 8/19/2025 also on 6/7/2025, and 7/7/2025
had to port number to better carrier att
neverthless looking for a partial refund for prepaid service in-advance!!!
****
Customer Answer
Date: 08/19/2025
reopen BBB complaint
tracfone has been playing this BBB to there advantage hoping on customer to not follow up and have case closed i would like my money back for prepaid service in advance, also i had to hookup phone services today only because tracfone shut me off today and im prepaid until september 10th 2025
thanks
****
Customer Answer
Date: 08/23/2025
***********************************************************************************
Fri, Aug 22, 2:04?PM (1 day ago)

to me

Dear *******,

Thank you for your interest in Tracfone Wireless. We are responding to
your recent inquiry.

This is reference to the case we received about your refund request and
reainstate your line.

We would like to apologize for any inconvenience you may have
experienced. Please know that we are more than willing to assist you.

We reviewed your account and we verified that your refund request had
been processed on 6/8/2025 for the 1-year plan purchased on 5/8/2025,
amounting $130.41, with reference number BP20250508619315987. In
addition, the payment for the 500 add-on minutes purchased on 6/7/2025
was already refunded on 6/8/2025, amounting $10.72, per reference #
**********. Please contact your financial institution for verification.

Meanwhile, based in our system your phone number ending in 0248 was
ported out successfully on 7/26/2025 with port out reference 1325227577.
Should you decide to return to our service, you may need to get your
account number and pin from ATT.

We attempted to contact you today, August 22, 2025, 3:01 PM EST at
************ but we were routed to voicemail.

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

Thank you for being a Tracfone Wireless customer. We appreciate your
business.

Sincerely,

Lyra
515700
Executive Resolution Department
Tracfone Wireless

**** BBB and hello everyone still reading this is what tracfone does only to try to get this case .. closed they certainly could just pro rate the prepaid glad im finally done with there company but at a new cost of course in advance payment and call it good?!? but yeah cool story tracfone insists per there policy or t.os ( terms of service) bad company and then some!
****
Business Response
Date: 08/28/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 21, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that your service was cut-off on multiple occasions, and that you are still looking for a partial refund for the service plan you purchased.

Per our previous responses, the refund for the 1-year service plan you purchased on 5/8/2025 amounting $130.41,has already been processed on 6/8/2025 with reference number BP20250508619315987.With this, we respectfully request to confirm this credit posting with your bank.

We attempted to contact you via phone number ************, and have sent emails to *********************** on 08/21/2025, 08/22/2025, 08/25/2025, 08/26/2025, and 08/27/2025, to discuss the aforementioned. However, we were unable to reach you, and have not yet received your response to our emails.

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 **********.

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: 08/28/2025

Complaint: 23440310

I am rejecting this response because:TracFone shut offy phone service early prepaid until Sseptember 10 2025

Sincerely,

******* Kearns
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 8/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service was cut-off early, despite having prepaid service until 9/10/2025.

Per our previous response, no deactivation was associated to your account prior your request to port-out your phone number. The actual deactivation of your account was on 7/26/2025, after you opted to port your phone number out to another service provider. In addition, the payment for the service plan was already refunded,despite our records showing some service usage. Since the transaction was completed successfully, we recommend contacting your bank directly to confirm the refund and check when it will reflect in your account.

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 Ticket Number 1322368317.

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

Complaint: 23440310

I am rejecting this response because:
Service was shut off by TracFone on 19th August costing me. additional money and per TracFone responses what a joke of a company to sit here on the daily and try to control there false narrative business model.
Facts are that I was prepaid until Sseptember 10 2025 and TracFone did in fact shut off my service again and guess what for the 3rd time this is why we are here still. And the last time I did wise up knowing TracFone bites the big one.
And I will wait for there cookie cutter type responses but the facts speak for themselves horrible company and llow character employees' with the daily scripts let it be known to all that this company keeps going in circles with delay and false narratives bad "bad company!!! ' Shame on TracFone for s******* all there customers current and former!

Wow-

******* Kearns
Business Response
Date: 09/10/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service was shut-off on 8/19/2025 when you should still have service until 9/10/2025, which led you to purchase another plan.

Per our response, based on your accounts Transaction History, the account was deactivated on 7/26/2025 after a successful port-out request for your phone number ending in 0248, with Port-out Reference number **********. In addition, your refund request has already been processed, despite transferring the number to another service provider.

We attempted to contact you via phone number ************, and have sent emails to ************************ on 9/6/2025, and 9/7/2025 to discuss this matter. However, we were unable to reach you, and have not yet received your response to our emails.

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 1322368317.

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: 09/10/2025

Complaint: 23440310

I am rejecting this response

Sincerely,

******* ******
Initial Complaint
Date:06/07/2025
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.
May 26, 2025 Order #****-2061662626 Paid $88 to Tracfone for mobile phone service Requested Tracfone to port my phone number to Tracfone for phone service. A Tracfone agent requested a credit card payment before she would activate my phone. Tracfone already charged mycredit card $88 for phone service but I have no phone service. Tracfone took my money but I have no phone service. I notified Tracfone mg any times but still no phone service.
Customer Answer
Date: 06/20/2025
I paid $88 for phone sim card and phone service. The sim card did not work. I was unable to activate service. When I called Tracfone to activate service I was told that I needed to pay Tracfone. I already paid $88 and still no phone service. I need my $88 refunded to me since I have no phone service.

Business Response
Date: 06/27/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/8/2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered and paid $88 for a TracFone Mobile phone service,and requested to port your phone number; however, you were still asked to purchase a service plan to activate the phone.

We reviewed your order with order ID ***************; it was placed on 5/26/2025 towards a Bring Your Own Phone (BYOP) *** card, and a $77 Tracfone 180-day unlimited plan. Our records show that the *** card has not been activate yet, and that the service plan is in the Reserve.

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 received your email response form ****************** on June 17, 2025, indicating the error you have in your phone, which stated that your phone says No *** card.

We attempted to contact you via phone number ************ and have sent emails to ****************** on 06/09/2025, 06/13/2025, 06/14/2025 06/15/2025 and 6/22/2025, to discuss the matter with your complaint. We received your email responses, providing some information; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter and assist you accordingly.

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 1323159182.

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: 07/04/2025
As previously stated, I received no activation nor phone service from Tracfone for my phone number. I requested a refund for the $88.14 paid for phone service but received no phone service nor my $88.14 refunded to me.
Customer Answer
Date: 07/09/2025

Complaint: 23439628

I am rejecting this response because:
I was unable to get sim card to work in my phone to activate service and unable to activate phone service. I paid $88 to have Tracfone service on my phone but did not receive phone service. I need my $88 refunded since I did not receive the phone service.

Sincerely,

***** ******
Business Response
Date: 07/18/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/10/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that *** card you ordered did not work, and you are unable to activate your phone service. Therefore, you are requesting refund for the order amounting $88, since you were unable to use the service.

As of this writing, our records show that the *** card you ordered with *** number ending in 7157, still has not been activated yet. In addition, the 180-day service plan has not been used yet. Meanwhile, you phone with IMEI number ending in 6501, remained inactive. With this, we need to speak with you to provide assistance.

On the other hand,please note that Straight Talk Return Policy indicates that Straight Talk does not allow returns or provide refunds for any *** Kits or Plans you may have purchased. Nonetheless, we may submit an escalation to approve your request; however, the product ordered must be returned, and you must pay for the shipping cost to send it back to us.

We attempted to contact you via phone number ************, and have sent emails to *************************,on 7/14/2025, and 7/15/2025, to discuss the aforementioned. We received your email response, with the order information; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter.

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 **********.

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: 07/18/2025

Complaint: 23439628

I am rejecting this response because customer did not receive the service that he paid for to Tracfone. Customer received a faulty sim card and received no phone service. Customer has turned matter over to *** concerning these bad business practices.

Sincerely,

***** ******
Business Response
Date: 07/28/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive the service you paid for due to the non-working *** card you received. You also mentioned that you filed a complaint through ****

As per our previous responses, we acknowledged the issue you are having, are willing to cooperate to determine what caused this, and provide the best possible resolution. However,due to the nature of your concern, it would be best to speak with directly. As of this writing, the *** card status remained as New, and the service plan is still unused.

We attempted to contact you via phone number ************, and have sent emails to ****************** on 7/21/2025, 7/22/2025, 7/23/2025, and 7/26/2025, to discuss the status of your account and service concerns. However, we were unable to reach you via call, and have not yet received your response to our latest emails.

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 **********.

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:06/07/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a phone plan and turns out i need an electronic sim for the phone provided for the provider. Ive been trying to switch over my phone line, but I cannot proceed without the account info from the company and they will not respond. The bill was paid for May 20th, at 6:07 pm
Business Response
Date: 06/26/2025
Dear ******* *******:

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

Your complaint states that you paid for a phone plan and have a phone that needs an electronic SIM card, which you have been trying to activate, but cannot proceed without your account information.

Upon review, we found that your Straight Talk number and service was transferred to a new Bring Your Own Phone device on 6/06/2025,under reference number **********. The record shows that the account is active after a recent refill made on 6/21/2025, and well provisioned in the network.Additionally, the usage report of the line indicates that the service is being used.

We attempted to contact you via phone at ********** and email at *************************** on June 9, 10, 11, 15, and 18, 2025, but we were unable to speak with you directly and have no recent email response.

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 1322348522.

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:06/06/2025
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 a TracFone Wireless account for over 10 yrs. Most recently, when I did a "Chat" with them ( 1hr-- totally non productive) the 3rd world country guy erased ALL of the Airtime, *********** Then told me he could not help me ! So next, The phone stopped working. After another hour on hold with the Phillipines, they put temporary time on to make my phone work, & stated by Thursday 6/5/25 all my missing (and paid for !) issues would be restored. I called Phillipines today-- 1.5 hrs on hold and get a girl that says: "NO-- we not fix" "U phone work.. NO" I was given ticket # **********. I pulled up my balances BEFORE this dumb guy at Tracfone screwed up my phone: Minutes: *****. SMS: ***** Data: ***** GB
Business Response
Date: 06/24/2025
Dear *** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your accounts airtime balance were erased when you contacted customer service thru chat recently. In addition, the overall amount of balance were not successfully restored despite requesting assistance from customer service.

We reviewed your account with phone number ending in 2542, and determined that it is active and provisioned in our system. Transaction History shows that you redeemed Add-on data and texts on 5/2/2025, and your latest airtime plan redemption was on 1/29/2025 with 1200 units for calls, text and data. There are also confirmed usage in the account, including the days prior this reported issue. In addition, the account shows tickets created to process replacement of airtime due to reported issues.

We spoke with you via phone number ************ on 6/9/2025, and discussed the status of your account. The latest ticket created to replace the balance was on 6/1/2025, with 1000 minutes, 1000 SMS, and 3 GB of data, per reference ticket #**********. As courtesy, another ticket was reacted on 6/12/2025 to replace your airtime, with 4166 minutes, 5705 SMS, and ****** MB of data, per reference ticket number **********. As of this writing, your account has over ***************** SMS, and 13 GB of data.

We spoke with you via same phone number on 6/13/2025, and confirmed that the balance has been restored. You requested to redeem a $10 3GB data add-on;however, it was unsuccessful due to an unexpected error. We submitted an escalation and, as per notes, the data add-on was redeemed manually to the account, and you were informed of this update on 6/20/2025.

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

Please refer to email reference number ******* or Ticket Number **********.

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: 06/25/2025

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:06/06/2025
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.
Tracfone sold me a phone claiming my old one would no longer work. The phone they sold me for ****** is a total piece of garbage and not usable under what is normal and the issues this phone has are not normal ***** sold the g300 telling Tracfone the software was bad and there was no new software made for G300 ***** the phone the tracfone agent that told me my phone would no longer work and he said this phone was a great phone . The Other day in dealing with the *** complaints I filed the Tracfone agent said the ***** G300 was subpar what ever that means in the cell phone world. The thing is there the same money and the ******* galaxy a16 works flawless on the system as 3 friends have it. Just for turning my service off and claiming my time ran out on 07/2024 and it took many calls to get my service back on my end date is 07/31/2031 I would like you to send me a ******* Galaxy A16 with 8GB of RAM and 128 or 256GB storage . The thing is then you turned my phone off again Feb 2025 same thing went to make a call and it was dead wife was gone with other phone and that was so nice and why did we do that again ???? You trying to force me into buying a plan and I am paid up till 07/31/2031 that is over 6 years of no plan needed can we get the service so when I call your **** are not trying to sell me straight talk sim cards for 25 for my tracfone totally being a a** about the entire call maybe tracfone may think it is funny to shut off the disabled old man s phone but at least now send me a phone like noted above it is only fair. Thank You *****
Business Response
Date: 06/25/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you purchased a ***** G300 for $159.99, but the device is not functioning as expected. As a result, you are requesting a replacement device, specifically a ******* Galaxy A16 with 8GB of RAM and 128GB or 256GB of storage. Additionally, you mentioned that your service is currently not working, despite being paid through July 31, 2031.

Upon review, we found that your TracFone account associated with the phone number ending in 1051 is active and properly provisioned on the network. Our records show that you have available balances for calls, texts,and data, with a Service End Date of July 31, 2031. Furthermore, the usage report for your line indicates that the service is currently being actively used.

In an in-depth review, we found that your phone was originally activated in 2022, and as such, the manufacturers warranty has expired. However, as a one-time courtesy, we initiated a phone replacement request for you on May 27, 2025. To assist with the return of the defective device, a ********************** return label was sent to your email address at *********************.Please note that it is important to return the defective phone in a timely manner in order for us to proceed with shipping your replacement device. As of now, we are still awaiting the return of the defective phone.

We attempted to contact you via phone at ********** and email at ********************* on June 12, 13, 16, 17 and 18, 2025. However, we were unable to reach you directly, and as of now, we have not received any response from you.

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 1322566799.

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:06/05/2025
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 had a Tracfone for nearly 20 years and feel the Im in an abusive relationship. Twice this year my phone suddenly stops working and I am supposed to have unlimited talk and text , how can I be out of minutes? Then I get the message my phone has been deactivated. Ive spent 8 hours over the past two days, mostly trying to connect with an actual customer service person to help me get my phone working again. Ive been through their automated help phone connection (on another phone) for dozens of times each day only to end up in some dead end of their menu and trying to talk to a human. Numerous times in in two days I have been in an online chat, eventually I think I may have been chatting by text with an human, only to be disconnected before resolving the issue. I have been on hold for hours, been promised a callback probably a dozen times, today waited since 9 am for a callback that never came. This afternoon I actually spoke with someone for nearly two hours and tried everything they suggested and they worked on their end to no avail. Nearly every time in chat or talking with them I asked for a supervisor. The person I spoke with the longest today said I could call customer service to be connected with a supervisor, that there were no supervisors at her location. Id like to pursue canceling my cell service with Tracfone and getting a refund for the remaining 3 months of my service contract, but Im not sure I want to spend more hours of trying to connect and actually be able to request a refund and get my phone connected to a more reliable provider. While writing this complaint I have now been on hold waiting for someone to answer, initially the computer voice said it was a 16 minute wait. At one point yesterday the estimated time was over an hour and I finally hung up after nearly two hours on hold. The most frustrating unresponsive company I have ever encountered.
Customer Answer
Date: 06/16/2025
I have spent probably another 4 hours on two additional phone calls with **** from tracfone and still they havent been able to restore data and text capabilities to the phone. This morning I responded to an email from tracfone and have waited on hold for:
1 hour and 21 minutes this morning
12 minutes at 12:46 pm
now for 1 hour 5 minutes and counting.
early this afternoon I went to a local Best Buy Store in hopes they could confirm that the phone was working properly, which they did.
I have asked tracfone numerous times to connect me to a supervisor, or to refund my money for the remainder of my tracfone service end date of September 9,2025.
I purchased the phone from tracfone in January 2025. I am looking into disputing the charges, most recently for purchase of the phone. I was not able to access the previous payments for service and minutes on the tracfone app, but will dig out my credit card statements.
Tracfone has by far the worst customer support service Ive ever experienced in my life. Thanks.
Business Response
Date: 06/24/2025
Dear ***** ******:

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

Your complaint states that your phone service is not working and that you experienced difficulty reaching customer support for assistance. With that, you would like to cancel your service and seeking a refund for the remaining three months of your service.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the *********** assured that we are here to help. Upon review, we found that your TracFone account is active and well provisioned in the network. It was confirmed that coverage is available in the area and no known outage was reported.Additionally, the account has balances available for calls, text and data.

We spoke with you on June 9, 2025, via phone at ************. During the call, we assisted you with an issue related to your SMS feature, which was successfully resolved. However, we scheduled a callback to address a separate concern regarding your data connection. A follow-up call was made on June 11, 2025, during which we attempted to troubleshoot the data issue, but it remained unresolved. As a result, another callback was scheduled.We contacted you again on June 16, 2025, via phone at ************. During this call, you mentioned being unsure whether your calls and data were functioning properly. We offered to continue troubleshooting, but the call was unexpectedly disconnected. Attempts to call you back were unsuccessful. We also made a follow-up attempt on June 19, 2025, but were still unable to reach you.

To this date, we noticed that a SIM change was done to your account and the usage report indicate that the service is being utilized. With this in mind, we would like to confirm whether you still require any further assistance.

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 1322342964.

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: 07/10/2025

Complaint: 23431446

I am rejecting this response because:
My phone was inoperable for a good week and a half, and over that time I spent nearly 40 hours, with each attempt lasting as little as an hour on the last contact which finally resolved the problem, but many of th3 previous days of the outage at least 2-3 hours up to 6-7 hours on several occasions. Much of this time spent was wasted time in trying to make contact, on another phone, either waiting for tracfone to answer the call, waiting on hold for as long as 3 hours on one occasion and waiting for a promised callback from tracfone in the order your call was received, which was always woefully underestimated in waiting time, or the callback never happened. Even on one occasion after several hour session several days in I connected with someone who had to put me on hold for as long as 5 minutes each time while they consulted the other department for guidance, then back on hold while they consulted the other department probably 50 times over the several hour call, and no improvement with the outage.
I tried the automated chat feature dozens of times and ended up at the same dead end and found myself disconnected after having to listen to the same suggestions to save time and go to the website or text to ******, or go back to the beginning with a new call and have to explain the issue hundreds of times to dozens of people when I was finally able to actually connect with a real person. I was able to attempt the chat feature and I think I may have eventually been chatting with a human being, but much of the time was spent in the purposeful delay and difficult to maneuver help procedure that was so exasperating. The text help to ****** feature was worthless to me as I didnt want to change my number, buy a phone or add airtime, I just wanted to use the airtime I had already paid for.
(**********************************************************************************************************************************)
I did not make any progress in restoring my service until after I filed the BBB COMPLAINT and began to receive calls on the alternate phone number from the EXECUTIVE OFFICE in response to my Bbb complaint. Even then it took nearly a week before I finally began to understand that the issue was a bad SIMcard. An early attempt to install an E SIM failed and then a new physical SIM card was mailed to me, which also failed to fix the problem. After several more contacts with executive office people I finally connected with a person that talked me through another try at an e sim which failed. I had probably spent 24 hours of futility and was ready to finally give up hope if the phone ever working again, but she convinced me to try one last time. She talked me through another e sim install and in less than 30 minutes the phone was FINALLY WORKING AGAIN.
I thanked her for her persistence to help me and again explained how much of my time had been wasted up to that point and how she talked me through the process in a tiny fraction of the time spent by dozens of other people at tracfone who were unable to diagnose and fix the problem.
I still feel like I deserve some financial compensation from tracfone for all of my wasted time. Well that and being without a working phone for nearly two weeks.
Tracfone has made ABSOLUTELY no attempt to try to mend the relationship with me for all of the inconvenience and frustration and wasted to I spent trying to hold them to their part of providing the phone service I have paid for. I would consider the offer of an additional year of service or unlimited data afor a new phone as a gesture showing that tracfone is serious about providing good customer service.
I am thankful for the Better Business Bureau with the assistance that actually got tracfone to restore my phone service. It should not have to take a BBB complaint to resolve an issue as simple as this turned out to be.
Sincerely,

***** ******
Business Response
Date: 07/18/2025
Dear ***** ******:

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

Your complaint states that you were without a stable working phone for approximately a week and experienced difficulties obtaining assistance to resolve the issue.Given the inconvenience you have encountered before your concern was resolved,you are requesting compensation in the form of an additional year of free service, unlimited data, or a replacement phone.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. TracFone Wireless is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all. We assure you that regular training is conducted to equip our customer care service representatives with the skills necessary to provide a customer experience that meets our customers satisfaction.

We appreciate your patience and understanding throughout the whole ordeal and rest assured we are going to make it up to you. With that, it would be best for us to speak with you.

We attempted to contact you on July 18, 2025, via phone at ************** and email at *********************** but we were unable to reach you or receive a response. We will make another attempt to contact you, so please keep your line open to receive the assistance you need.

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 1322342964.

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:06/05/2025
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.
With the merger of ******************************** on 3/27/2025, I lost approx. 8225 min., 2065 Texts & 1.5 GB of data. I had just renewed my phone service on 03/13/2025 Order # ********** for $133.00. I also loss the use of being able to make any calls other than Emergency calls. On June 9th, I spoke to a ******* for 2 hrs., ******** for 1.25 and Rolch for 1.25 hrs. They were unable to get my loss times but did give me back what I had renewed on March 13th. On 05/15/2025 I spoke to *********/******* for over 60 minutes again. They indicated that I needed a new Sim Card and I had to change my number that I have had for 9 yrs. They charged me for the amount of $5.46 per bank on 05/12/2025 ,Purchase Date which they sent out on 05/10/2025 even though he indicated it would be $.99 charge. The Sim Card did not solve the problem. I spoke to Rolch again on 05/12 and he told me he was going to send a new phone exchange at no charge even though I stated I would pay for a new phone. But I had to reset my phone and send it back to Tracfone. An Airbill was sent by *** on May 20th. I returned phone by *** on May 21st and they received it on May 27th. No communication or phone has been sent out...only the Airbill Receipt. I contacted Tracfone on 06/03/2025 which indicated that a Phone would be shipped with the Following Tracking # ***************. My original Order # is **********. I contacted ***** on 06/05/25 at 10:37 am and was given n extreme run around with miscommunication & incorrect info. I spent chatting on line with him for over 2 hrs. with no resolution at all. I indicated I wanted to talk to a Supervisor or have them call me; still no resolution. I am without a phone for over three weeks. I could have a bought a phone the day of the complaint but they ensured me no issues....just return old phone, then I would receive the new phone ******** A50) was indicated as replacement since I lost all of the time I had accumulated from being a customer for 9 yrs.
Business Response
Date: 06/24/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 5, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you lost around 8225 minutes, 2065 texts, and 1.5 GB of data, which was not completely restored despite asking assistance from customer service. In addition, you were unable to make calls, and purchased a SIM card as advised; however, it did not resolve the issue. Lastly, you returned the phone using the provided *** airbill, which was delivered on 5/27/2025;however, you still have not received the replacement.

We reviewed your account with phone number ending in 2631, and determined that a warranty ticket was created to replace your defective phone on 5/15/2025, per reference ticket number **********. Our warehouse confirmed receipt of the defective phone as of 6/2/2025; however, the ticket was not updated automatically to start the shipment of the replacement phone, due to a systemic issue. We apologize for any inconvenience this may have caused, and we have already updated the replacement phone ticket as of 6/9/2025. The replacement phone has been shipped out on 6/12/2025, with *** tracking number 1Z7X28F00257870585.

We spoke with you via phone number ************ on 6/16/2025 and discussed the aforementioned update on your replacement phone. We provided the tracking number and agreed to assist you in transferring your phone number to the new phone.

We confirmed that the replacement phone was delivered later on 6/16/2025, and that your number ending in 2631 was already transferred to the new phone.

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 1322347236.

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: 07/09/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:06/05/2025
Type:Delivery 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 placed an order on the 21st May of 2025 for a phone and i used my ************************** discount coupon for that.They never shipped the order and cancelled my order without even send me an email and never refunded my rewards points.I called them they promised me to return them but they didn't I want **************************** my rewards account.
Business Response
Date: 06/23/2025
Dear *** Dome:

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

Your complaint states that you placed a phone order on May 21, 2025, using ****** Rewards Points for a discount. The order was cancelled without notice and never shipped. You are requesting the restoration of your Rewards Points.

Upon review, we found that on May 21, 2025, ****** Rewards Points were deducted from your account to redeem a $300 phone discount promo code. However, records show that the promo code was later cancelled. We apologize for any inconvenience this may have caused and are committed to preventing similar issues in the future. To assist with the return of your points, an escalation was submitted under reference number **********. On June 7, 2025, we received confirmation that the points were successfully reinstated to your account.

We attempted to reach you multiple times by phone at ************ and ************, and via email at ******************** on June 6,8, and 11, 2025, but were unable to speak with you directly. However, you responded to our email confirming that the ****** Rewards Points have been successfully restored to your account.

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 1322171764.

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: 06/24/2025

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,

*** Dome
Initial Complaint
Date:06/05/2025
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.
On 5/24/25, I, **** ******** checked the minutes on my husband's phone, needed to know if we needed to buy more minutes. His phone indicated that there were 418 minutes remaining. My husband, ***** ******** tried to call me on 5/27/25, and his phone indicated that he did not any more minutes. This was not the first time Tracfone took minutes or data from this phone. We didn't use the minutes (418). The dates 5/25-26/25, is our days off and his phone is not in use on those days. We let it go again, and used our rewards points (1000) to receive 500 minutes, that didn't work, Never receive 500 minutes..nothing!! Still took the points...We thought we need to buy the 500 minutes through our bank, $10.14 was used..Never received minutes on the phone. Put out a claim with my bank for $10,14 on 5/27/25. I received the refund on 5/27/25, Ref#*************. On 5/27/25, I called Tracfone, to speak with a agent, That was a message, 10 calls were made before I reached an agent, I informed her of my issues with my minutes, she put me on hold, informing me that she needed to speak with her supervisor, she Never got back with me..she hung the phone- up, So I had to start all over again....Call again, this time I spoke with another agent, for 36 minutes.after tell him several times, that I just wanted to received minutes that I bought for $10.14, he informed me that they were going to hold those minutes until I buy a Plan for $30 dollars a month, I informed him that I have a plan for my phone for $40.37 a month, But my husband's phone, we just buy minutes, when needed too, we have been going that for years with that phone, and never had a problem until now, and this company doesn't have contracts..so why do I have to buy another plan for this phone. I had to end the call, due to he was not going to help me. That is when I calked my Bank..On 6/4/25 I bought a phone card from *******, for 60 minutes, I paid $19.88, never received 60 minutes, but received 180 mbdata. HELP!!
Business Response
Date: 06/24/2025
Dear **** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 05, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your husbands phone lost its remaining balance for calls on 5/27/2025. You purchased more minutes using ***** Rewards points and by paying $10.14; however,still no minutes reflected in the account, despite requesting assistance from customer service. You had the payment refunded on the same day, and on 6/4/2025, you purchased an airtime plan with 60 minute from ******** however, you only received 180 MB of data.

We reviewed the account and determined that you redeemed a TracFone $10 plan with 500 minutes twice on 5/27/2025, and a $19.99 plan, which includes triple 60 units for calls, text, and data with 90 service days; however, the current balance reflected an incorrect amount of balance due to a systemic issue. We apologize for any inconvenience this may have caused you.

We received your call from phone number ************ on 6/10/2025, and processed the replacement for the missing balance in the account, with reference ticket number ************* addition, the cause of the systemic issue has been identified and corrected.We spoke with you via same phone number on 6/11/2025, and discussed the aforementioned. It was confirmed that the error has been rectified, and that the issue has been resolved.

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 ******* and Ticket No. 1322306262.

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:06/04/2025
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.
Over the past couple of months, every few weeks, my data, minutes, and texts would just zero out randomly. The most recent time this happened, I called customer support, the agent said he fixed the problem and added 1.5gb, 1500 minutes, and 1500 texts to my account. I told him that I had around 3gb, 3000 minutes and texts originally before it zeroed out. The agent told me he would file a report to get the remaining data, minutes, and texts added back to my account, and that it should appear in a few days. Fast forward a week, and the remaining data, minutes, and texts haven't been added to my account. I called customer support again, but the agent this time told me that all remaining data, minutes, and texts have already been restored, and that there's nothing more they can do. I'm currently still missing 1.5gb, 1500 minutes and texts that haven't been added to my account yet, the equivalent to a $125 phone plan. I paid for all that data, minutes, and texts, and Tracfone basically just stole it from me.
Business Response
Date: 06/23/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 5, 2025, regarding BBB Case number ******** complaint.

Your complaints states that your service balance would suddenly be depleted to zero randomly.Additionally, you have been told that the remaining data, minutes and texts would added back to your account; however, the balance was still not corrected. You mentioned that your account is still missing 1.5 GB, 1500 minutes and text.

We reviewed your account with phone number ending in 0099; it is active and provisioned in our system. The balance in the account appears to be corrected already.

We received your response via email address ********************* on 6/5/2025 stating that you were able to get a hold of a care representative and successfully added the missing data, minutes and text back on your account. You are satisfied with the outcome and considered this matter closed.

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 1322103375.

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: 06/24/2025

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,

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

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