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

3,482 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone deleted my ****** cell phone carryover minutes some time in the past month or possibly when they switched to ******** I called them 4 times and they refuse to research and they refuse to switch me to a supervisor. My cell phone # is ************, my IMEI # is ***************
Business Response
Date: 08/07/2023
Dear ***************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2023, regarding BBB Case number ******** complaint.

Ms. ***, complaint states that TracFone deleted her ****** carryover minutes in the past month when they switched to ******** She called multiple times and requested to speak to a supervisor but they refused to switch her to a supervisor. She provided this phone number ************ and IMEI 358385083824634.

As per investigation, the phone number provided is active in our system and provisioned. She purchased the plan on 08/02/2023 with Tracfone $20 Unlimited Talk and Text, 2GB of Data 30 Days and will expired on 10/07/2023, and on 02/05/2023, 05/30/2023, and she purchased TracFone $19.99 60 Minute 90 Access Days. Based on the investigation, there is no remaining balance of her carryover minutes because she already used up all the minutes that she purchased. We called and spoke one of the **** representative on 08/06/2023, confirmed the total usage minutes from the said month up until the present and also confirmed that the account has zero minutes balance.

We spoke to Ms. *** today, 08/06/2023, 9:24 AM EST at phone number ************. As per conversation, we explained to her that the carry over minutes that she had purchased has already been used up. But customer insist that she still has a total of ****** carry over minutes. However, the customer insist and refused further to be assisted.

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

Please refer to Ticket Number 1281510382.

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: 08/07/2023

Complaint: 20401656

I am rejecting this response because:

Sincerely,

***************
Customer Answer
Date: 08/07/2023
I purchased the Tracfone plan July 2018 on HSN they gave bonus minutes, I very seldom used the phone because of the bad reception in the house, I used it mainly when I traveled, I had no breaks in service and I kept buy additional minutes, when I checked my balances January 2023 I had about ****** minutes. Tracefone cannot tell me what happened to those minutes, all the customer service people keep repeating is that I purchased a 60 minute plan in June but they do not address the carry over minutes for the past 5 years. They seem to have deleted my past history and refuse to research.
Business Response
Date: 08/17/2023
Dear ***************,

This is in response to the August 7, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the feedback about this complaint. We apologize for any inconveniences, and appreciate the comments.

A review of the redemption history and a usage report provided a preliminary confirmation of minutes and usage on the account.

I was not able to make adjustments and restore the minutes due to a system issue. As a result a system request ******** - has been opened to reinstate the ****** minutes that you are claiming. Please allow at least 72 hours for an update on the system request.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number ********** , as a reference.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 08/19/2023

Complaint: 20401656

I am rejecting this response because: Tracfone did not restore my carryover minutes. I was with Tracfone for 12 years and their customer service was extremely bad, could not understand what they were say and I am sure they did not understand what I was saying, they could not address my question about carryover minutes, all they repeated was that I only purchased a 60 minute plan, they would not research my question and they refused to transfer to a supervisor. I could not be without a cell phone but did not have time to research other carriers so I had to purchase one of their other more expensive plans which I plan to cancel. The customer service is horrible, I should not have to contact the Better Business Bureau to get this resolved.

Sincerely,

***************
Business Response
Date: 08/23/2023
Dear ***************,

This is in response to the August 19, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the feedback about this complaint. We apologize for any inconveniences, and appreciate the comments.

The system change was successful and we were able to reinstate the ****** minutes that you are claiming..

As a final result of the restoration of talk text and data on the account, we consider this complaint resolved.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 08/24/2023

Complaint: 20401656

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Straight Talk to cancel my services many times since the end of April because my phone caught on fire 4/9/23 and I was no longer able to use it. Straight Talk required a 4 digit security code and 2 phone numbers which I regularly called (previous 60 days) in order to authenticate my identity. I gave them the correct code and 1 phone number which I called exclusively because I had been in the hospital and was not calling anyone. They said that wasnt good enough and refused to cancel my service. I called my bank / charge card company to change my charge card number to stop Straight Talk from charging me. Somehow they got my new number and are still charging me $56 per month. I have not used my service since 4/9/23. I have notified the ************************ of this situation, also, Please contact Straight Talk and have them refund me for the months that they refused to cancel my account and cancel my account with them. I have faxed them letters, chatted on their Chat app, called them probably 12 times and they will not do anything.
Business Response
Date: 08/18/2023
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2023, regarding BBB Case number ******** complaint.
************** complaint, states that he is having concern about his device that was caught on fire and wants to cancel the account in order to stop charging his account.

We review the account using Name, Address and email address provided, but we are unable to see and account. With this we need to speak to the customer to further assist with the concern.

We contacted ************ multiple times via phone number ********** and emailed to ********************** on 8/08/2023, 8/10/2023, 8/14/2023, but we failed to reach him. ************ reply to our email, and he provided information that make us location his account. We review the account and find out that the phone number was canceled already. Also, the credit card he has mention was checked. We found out that on July 25, 2023, and a charge back made from Straight Talk Wireless to the card number ending in **** with the amount of $56 this will be refunded directly to your account and the process of refund may take 5-7 business days up to 30 days billing cycle.

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

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

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

Sincerely,

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

Customer Answer
Date: 08/18/2023

Complaint: 20401575

I am rejecting this response because:
Straight Talk has not refunded me for ****** May and June, all months which I paid $56 but could not use my account and Straight Talk would not allow me to cancel my account. They have only refunded me for one month, (July) but owe me for 3 additional months.
Sincerely,

*******************
Business Response
Date: 08/30/2023
Dear *******************,

This is in response your rebuttal 08/29/2023 regarding your Better Business Bureau complaint.

Your account has been submitted to the appropriate department for review. You will be contacted with findings. Device IMEI # ***************.
We attempted to reach you at ************ but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket **********
Customer Answer
Date: 09/07/2023

Complaint: 20401575

I am rejecting this response because: I still have not received any communication and I requested that all communication go through my email. It seems to be a stalling method to take it past the 10 days so that I am unable to respond to an open case.
In summary, I am requesting a refund for the 3 months which Straight Talk refused to transfer my number to a new phone or cancel my service. 3 times $56 is the refund I am requesting. All communication from Straight Talk should be sent to my email.

Sincerely,

*******************
Business Response
Date: 09/12/2023
Dear *******************,

This is in response your rebuttal 09/06/2023 regarding your Better Business Bureau complaint.

Research indicates that chargebacks were already processed.

We attempted to reach you at ************ on 9/12/23 but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.

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

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

Complaint: 20401575

I am rejecting this response because:
Only 1 months refund (July) has been recorded by my charge card company. I am still awaiting refunds for ****** May and June.

Sincerely,

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

This is in response your rebuttal 09/13/2023 regarding your Better Business Bureau complaint.

Research indicates does not confirm anymore outstanding chargebacks.

We attempted to reach you at ************ but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket **********
Customer Answer
Date: 09/19/2023

Complaint: 20401575

I am rejecting this response because: Straight Talk is refusing to refund the money they owe me for the months which they would not allow me to transfer my number to a new phone or cancel. They still owe me for ****** May and June. They finally allowed me to cancel in July AFTER I contacted BBB but only refunded that month. This has been going on since April. They are a fraudulent company that makes it nearly impossible to cancel and then they refuse to refund the money they owe.

Sincerely,

*******************
Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have the service but my phone got water damage so I bought another one to replace it. After paying for the new phone, and the service, I can not get the new phone to have service. I called numerous times and even utilized the chat option but kept being told they cant help me or being hung upon. When I was able to speak to a person to ask for a supervisor, I was told there are none. They wont refund the payment for the service and I cant speak to anyone at the company to get it resolved.
Business Response
Date: 08/15/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2023 regarding BBB Case number ******** complaint.

****************** complaint states that she had a phone that got to a water damaged, she bought another phone with a service plan to activate the new phone. In addition, she called numerous times and even utilized the chat option but she was hung up and no resolution. Therefore, she is asking for a refund about the service plan.

We spoke with ****************** on 8/04/2023, she was trying to activate the new phone, called customer service but she was hung up multiple times as well. Then finally after, keep on trying she spoke with a live representative and found out that the phone was not scanned properly, she was advised to call ******* store and waited four hours in the phone but ******* associate told her that she needs to go to the store with the receipt. However; she is a disabled person and could not go alone, she requested a callback.

We made numerous callback to contact ****************** via ********** and e-mail address ******************** on 8/03/2023, 8/08/2023, 8/09/2023, but we were unable to reach her. We are still waiting to hear from ******************. We make a follow-up call to make sure if she return the phone with service plan to the ******* Store to have it refunded.

Per our review, ******************** old device is active and supported with the upgraded network through the ******* carrier since TracFone is now part of the ******* Family. It has sufficient balance to use all the services, system shows no discrepancies and the account is well provisioned. On the other hand, the status of the new phone is invalid. In addition, ****************** needs to return the phone with the receipt in the ******* store and ask assistance from the ******* associate to provide proper assistance for her request about a refund. If the ******* Store could not process the refund, we can process it here in our company; however, she needs to send the phone in our company and she will be the one to pay for the shipping fee. Once we can receive the phone. Then after, we can process a refund.

We made another attempt to contact ****************** on 8/14/2023 via **********, but our call was routed to voicemail box. We left a voicemail message. Thus, we send an e-mail with the below hotline number and extension to call for assistance.

If ****************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to KANA reference number *******, *******, *******, ******* or Ticket Number 1281390323.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:07/31/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a $15.00 unlimited talk,text and data thirty-day plan from Tracfone Wireless using my credit card on July 27,2023 because i was de-enrolled from safelink life-line services (they de-enroll me every month since January with a lie) i spoke with several people on July 31 because i could not make a call and since they chose to lie and say things that donot make since i ask for a refund i need your help getting it back my total credit card purchase was $17.76
Business Response
Date: 08/22/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 2, 2023, regarding BBB Case number ******** complaint.

************** complaint states that she purchase a $15 plan that was used to reactivated her phone, because Lifeline deactivate her account and now wanted to be refunded for $17.76.

Upon review, account is enrolled in Lifeline only for Safelink. Enrollment ID# *********. It was enrolled and created on the same date 07/31/2023. The plan is a 350mins, Unlimited Text and ************************************************************************************************ ACP. Thus, he can re-enroll back to the program by going to the website or used a service plan to reactivate the account.

However, Safelink history shows that her benefits was added for this month 8/01/2023 successfully. The service plan was added thru IVR using her credit card and there is usage on the date 07/31/2023 that it was added. As per policy, once the service plan has usage and with this we cannot ***** her request for a refund.

We reach ************** multiple times via phone number that she provided and on her e-mail address, but we were unsuccessful and we are still waiting to hear from her.

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

Please refer to email reference number ******* or Ticket Number 1281367877.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/30/2023
My complaints stands each month i'm being deenrolled no fault of mines i follow all requirements to keep my servive active my account should still be active and continue to be active each month for lifeline and acp free services
Customer Answer
Date: 08/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My complaints stands each month i'm being deenrolled no fault of mines i follow all requirements to keep my servive active my account should still be active and continue to be active each month for lifeline and acp free services

Sincerely,

***********************
Initial Complaint
Date:07/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a cell phone thru tracfone wireless. On july 14 i purchased data and minuets for my phone. On july 24 my phone stopped working with the cell network. After 3 days, 4 hours on the phone of working with tech support they told me the issue was fixed. The next day it didnt work again. They also erased my data, minutes and text that i payed for on july 14. Upon calling them to get this issue fixed i was hung up on three times. I was told they werent goin to help me. I feel like i was taken for a scam. I purchase this phone for emergency uses and when it was time to use it, Nothing worked. **************** was very rude. Wouldnt assist me with any if my issues with there service. This company stole from me and they are scamming people with there service. When trying to get customer support to put me thru with a supervisor they play games on the phone. Pushing buttons to dround me out. This is not how a customer support service works. I had my hard earned money taken by this company with no services rendered. Now i have a phone i just purchased a month ago that doesnt work and no help from the service provider or there customer service.
Business Response
Date: 08/14/2023
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/31/2023, regarding BBB Case number ******** complaint.

Your complaint states that upon purchasing a service plan, your phone stopped working; attempted to get the issue resolved by contacting customer support; however, even though the account was reinstated, the balance prior the deactivation was not retrieved.

In reviewing your account, we determine that is currently well provisioned and usage records indicate that is working as expected.

We spoke with you via phone at ************ on 08/06/23 and you mentioned youre your service is still intermittent and that the balance is still not updated. We advised you to wait until we update our system to optimize your service. On the other hand, the previous balance has been now retrieved ***** 1281614935.

We attempted to reach you multiple times via phone at ************ and ************ and e-mails sent to ***************** on 08/07/23, 08/09/23 and 08/13/23 to confirm that your service functionality has been restored; however, we were unable to speak with you and have not received any e-mail response whatsoever.

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

Please refer to email reference number ******* or 1281444225. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:07/30/2023
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 pre-paid plan was set to expire in November 2023 and currently had 975 min, 822 texts, and **** gigs of data remaining. Knowing I wouldn't use all of that, as this is a back up phone for work. I purchased a 1 year extension on May 20, 2023 carrying me until Nov of ****. Out of the blue the other day I get an email stating my service was set to expire on July 29,2023 unless I renew. (Where did that date come from??) So, I called Tracfone yesterday the 29th and spoke to ****** (Employee#******) who assured me he had set my phone to reflect the correct expiration date 11/20/24 at midnight. I wake up this morning and you guessed it NO PHONE!!! Tracfone just stole $80.00 from me.
Customer Answer
Date: 08/02/2023
I spoke to TracFone regarding BBB complaint ID ******** on 08/02/23. The person I spoke to said their system updated and couldn't confirm any information regarding my account. His only answer to every question I had was the system updated and he couldn't see it! Absolutely pathetic company! I am not satisfied
Business Response
Date: 08/04/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/30/23, regarding BBB Case number ******** complaint.

Your complaint states that originally your pre-paid plan was set to expire in November 2023 and that you should still have service. Moreover, you stated that by knowing that you would not use all of your service, then, you decided to purchase a 1 year extension on May 20, 2023 carrying you until November of ****. Therefore, you added that you got an email stating that your service was set to expire on July 29, 2023 and as a result of that you contacted Tracfone customer support with the aim of knowing why the end date was changed, then someone assured you that the end date will be the one you original pay for. However, you added that the account is no longer with service.

Your phone will only have service after you have purchased and redeemed a plan and so long as you have service days left on your plan cycle. All plans come with a certain number of days of service (Service Days) per plan cycle. You will have service under your plan so long as you do not reach your maximum allotment of minutes or data (to the extent they are capped) and so long as you have service days left on your plan cycle. The Services that come with our plans vary and change from time to time.

We successfully spoke with you via phone at ************ on 08/02/23 and we let you know that we were not able to find any records of the payment you made. Furthermore, we requested you for the card information in regards of the aforementioned purchase; however, you explained that it was made from PayPal, unable then the option for us to track the payment. Therefore, since you did not have any previous tickets in regards of compensation service, as a one-time courtesy, we issued your account with one month of service as per reference No. **********. To conclude, you mentioned that all of the services are properly working.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

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

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 08/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:07/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive had nothing but problems with my Tracfone for the past six months. I thought I finally got everything straightened out a month ago but for the past week they have shut off my service three times having to call them up each time to reinstate it.
Business Response
Date: 08/15/2023

Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/31/2023, regarding BBB case # ******** complaint.

Your complaint states that you have been having multiple impasses with TracFone Wireless during the past 6 month. You also mention that your services were disconnected multiple times during the last week of the month of July.

In reviewing your SafeLink account is active with the Lifeline and ACP benefits, which includes unlimited minutes, text messaged and 10 GB of high-speed data. You applied for the benefits on 06/18/2023 and were enrolled on 06/19/2023. Based on the usage records we reviewed for the last 30 days of service, it does appear that a service interruption occurred during that time period.

We have encountered a system error that resulted in multiple account deactivations on 06/17/23, 07/20/23, 07/24/23, 07/28/23 and 07/30/23. Be advised that we have performed in-depth investigation on this issue and resolve the system malfunction that caused it. Usage records reflect the service plan was applied to the account, are being used, and the phone was working properly.

We contacted you on via phone number at 718-879-0567on 08/09/2023; you informed us that the services are working correctly, and we agreed to continue in contact following up with the case to avoid future impasses.

We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or 1281432030.
Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing SafeLink Wireless.
Initial Complaint
Date:07/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today, I tried to activate my new iPhone with my existing Tracfone number while communicating with a Tracfone technician via phone. While transferring the service, without any notices, he changed my service carrier from Tracfone to Straight Talk. I indicated that I did not want to change the carrier since Straight Talk plan was much more expensive. After that, the technician all of a sudden hung up. Two weeks ago, I purchased a 365days Tracfone plan for my previous iPhone. I just wanted to keep my existing phone number and plan to use my new iPhone. My plan expires July 10, ****, and my remaining cellular data was about 24 GB in Tracfone. However, now my Straight Talk plan expires August, 2023 and has no cellular data. I contacted the customer service, and they promised that they will call me in 15 minutes. But they didn't so far. I want them to restore my original plan in Tracfone.
Business Response
Date: 08/11/2023
Dear Byeongwon Ha:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/29/2023 regarding BBB Case number ******** complaint.

In accordance with Mr. *** complaint alleges that hes having issues with switching his phone number ending in **** from old IPhone device to new with serial number ending in ****. He mentioned that suddenly, his account has been transferred to Straight Talk Wireless without his authorization. He just wanted to keep his old phone number and stay with TracFone Wireless.

As per our investigation, Mr. *** account is active and well provisioned in our system, also, it is under Straight Talk and not TracFone. As we further investigate, he purchased a $199 1year plan that has a total amount of $209.04 with benefits includes Unlimited Talk & Text, 24GB Data for his old phone on 7/11/2023 with merchant ID: **********.

We have received a response from ******** on 8/10/23 at 4:02 PM EST via email ********************* Hence, we need to speak with the customer directly to further assist.

We called and spoke with ******** today August 10, 2023, at 5:08 PM EST via phone number ************, we informed him that we received his response and he mentioned that he already decided to stay with Straight Talk and wanted to get the service plan which he purchased for his TracFone Wireless account with old serial number ending in ****. He completed the authentication process, and we were able to provide the one-year plan with reference number 1281315016.

Refer to ticket number 1281285979.

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

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

Thank you for choosing Straight Talk Wireless.
Customer Answer
Date: 09/06/2023

Complaint: 20394983

I purchased a year plan from Tracfone Wireless on July 11. Soon after that, I purchased a new iPhone and activated it with a technician via phone. However, I find that my phone number was transferred to Straight Talk Wireless, one of Tracfone's daughter companies, without your authorization. I reported this issue to BBB, then they contacted me to solve this issue. However, they just pretended to solve it. Even though they promised that they provided me with the same year plan in Straight Talk, it was not true. See the attached image. They sent me the screenshot after they gave me the year plan service. They said that the unlimited 30 days plan would be renewed automatically, so I can use my phone without any additional fees until the expiration date. You will see the expiration day is August 31, ****. However, they all of a sudden deactivated my phone, so I cannot use my phone now. I missed a lot of calls and could not deal with my job. When I contacted the ***************** they enforced me to purchase a new plan. They said that no information on my case remained. They removed all the information about my issue. Please solve this issue as soon as possible. Since this issue is partially related to Straight Talk, I would like to report the same issue to Straight Talk though Straight Talk is one of Tracfone's subsidiaries after this claim.
Full refund plus compensations since they all of a sudden deactivated my phone so I have a huge issue now.

Sincerely,

Byeongwon Ha
Business Response
Date: 09/21/2023
Dear ************,

This is in response to the September 6, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the information about the service interruption, and the issues that you encountered with the replacement airtime. We apologize for the miscommunication.

A check of the line with the number ending in ****, is active and in use. The line is active with a One Year Straight Talk $495 Yearly Plan. The plan in includes unlimited talk and Text for a year with no service interruptions.

Thank you for choosing Straight Talk to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:07/29/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around 07/23/23, the *** card tray broke in my ** G6 phone that had been in use with TracFone around 3 years. No problem, or so I thought, I'll just use the previous phone I had in service with TracFone because I know it worked. TracFone was not able to reinstate service, telling me it was because I needed a new *** card due to ******* transition (able to receive texts but could not dial out - attempts to call in said number was disconnected). I purchased a new *** card & called TracFone, but they still could not get it working. I was told it was due to not having a phone compatible with ****** needed to purchase new phone. After that conversation, I did some research to see if ******* towers in my area were using 5G, which they were not. I phoned back & was told my phone would not work because it needed to be VoLTE. A couple more phone calls after resulted in being told I could not get ******* at my location. Tonight, 07/28/23, I phoned a number found online for ******* transition to simply find out if there were towers in my area. The rep was a TracFone rep. ****** that conversation, it was discovered all of my text, data, and call minutes have disappeared! I have been a TracFone customer for over 20 yrs, only using the phone when rarely away from home & for texts, so my mins have rolled over & accumulated to over **** for each service (just checked last night- value of over $1,000). My last 1-yr card purchase was 07/03/23, but the rep said she didn't show proof on her end. I told her my TracFone app showed the transaction info (#******************). I was then told to call back again tomorrow. What started off as small issue is now where they have lied & robbed me of everything. I can no longer use my phone, spent money on new *** card that can't be used or returned, & lost over $100 for the 1-year card just purchased, as well as loss of other paid mins. Oh, the rep told me I lost all mins because I attempted to activate *** myself, which was not true.
Business Response
Date: 08/10/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that when the sim card tray of her old phone broke, she switches the sim card to another device however phone service is not working. Purchase a new a sim card but still the same issue.

In reviewing **************** account, our records show that account is no longer active in the system. The device is supported with the current network and usage shows that account is successfully used before it was inactive. However, within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. We apologize for the recent issues that ************** *** have experienced with her Straight Wireless services. With this we need to speak with the customer so we could provide trouble shooting step and the same time authenticate the account for security purposes.

Attempt were made to contact ************** via phone number ********** and email address ******************* on 8/3/2023, 8/4/2023, 8/5/2023, 8/5/2023 and 8/10/2023 however we were unable to contact the customer and **************** did not respond in our emails.

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

Please refer to Ticket Number 1281314098.

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:07/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last month I purchased a prepaid phone plan with TracFone wireless. I found out that my current phone and number could not transfer over so I asked for a refund and asked customer service to cancel my account. My service plan is cancelled but they still have my bank account info for autopay. I called customer service and they gave me the run around and eventually hung up on me. Customer service can't cancel my auto pay because the system doesn't show an active account yet some how they can still take money out of my account. I tried logging in on the website and the site won't even let me delete my bank information or stop auto pay. It keeps telling me that there are no active lines for the account but they still charged me. I have included screenshots. All I want is my money back and for the account to be deleted and taken off autopay.
Business Response
Date: 08/11/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2023, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that last month he purchased a prepaid phone plan with TracFone wireless. He found out that his current phone and number could not transfer over, so he asked for a refund and asked customer service to cancel his account. His service plan is cancelled but they still have his bank account info for auto pay. The auto pay could not be cancelled since the system doesnt shows any active lines.

Upon investigation, we have tried to search a recent/current active account using his personal information but only one IMEI that we have found. The phone status shows it was new and there are purchase history associated into the account.

We attempted to contact Mr. ****** multiple times via phone ********** and e-mail ****************** on 08/02/2023, 08/03/2023, 08/04/2023, 08/07/2023 but we were unsuccessful. However, we received an e-mail response from him stating that he is no longer interested.

We must speak with Mr. ****** so that we can address this matter accordingly and to do a further investigation of the account. He must also provide the exact account that was having concerned with in order for us to proceed.

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

Please refer to BBB ticket number 1281318837.

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

Sincerely,

Executive Resolution Department

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