Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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:07/28/2023
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.
I have with Tracfone Wireless for many years and yet Im constantly having problems with them. About a month ago my phone service ************ ) was suddenly suspended. When I called Tracfone a couple times, they failed to give me a legitimate reason. I always keep my phone service active, I know for sure my service ends date will be at least next 2-3 years. I have enclosed some images of text messages from Tracfone when I check my balance. You can clearly see all the info about my account. Now I need my service back with the airtime minute and cellular data.
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 July 29, 2023, regarding BBB case # ******** complaint.

Your complaint states that you have been with Tracfone Wireless for many years, and you are constantly having issues. About a month ago your phone service was suddenly suspended, and you called Tracfone getting assistance with success. You always keep your phone service active; you know for sure your service ends date will be at least next 2-3 years and you have enclosed some images of text messages from Tracfone when you check your balance. You are requesting your service back with the airtime minutes, cellular data and service days.

We have determined that a technical issue caused the system deactivated your phone service. We apologize for any inconvenience this may have caused. We restored your service for phone number ending in **** on 08/01/2023, as well as the service days on the phone, you can refer to the ticket # ********** for reference. The account is active and usage records verify that the phone is being used and working properly, and it has not been deactivated again as of 08/13/2023.

We have contacted you on 08/13/2023 to the phone number ********** without success; however we spoke with you on 08/08/2023 and you where you were advised that we will escalate your case, to remove the technical issue in our system, to avoid your phone service gets deactivated again. We provided to you the estimated wait time of 24/48 up to 72 business hours to have a resolution.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1281252659. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
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.
I was on the phone 3 times yesterday more than an hour each time trying to activate my new phone and keep my old number. Every time they wanted me to do the same thing over and over and never got my phone activated. I have been a tracfone customer for 20 years and I have never had a problem before activating a new phone, and I have changed phones several times in the past. If this is not resolved I will no longer be a customer. I also tried to activate it on line and received a message to call the activation number.
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 7/28/2023 regarding BBB Case number ******** complaint.

In accordance with *********** complaint alleges that hes having issues activating his new phone with existing phone number.

As per our investigation, *********** account is active and well provisioned in our system. He has units of unlimited calls, unlimited text and **** GB of data. Our record shows no usage indicates that the phone is not in used. Hence, we need to speak with him to further assist.

Multiple attempts were made via phone number ************ on 7/31/2023, 8/01/2023, 8/02/2023, 8/04/2023 and 8/10/2023, but we were unable to reach him. We have sent an email via ************************** but we never received a response. We are still waiting to hear from *****************

Refer to ticket number 1281216876.

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 TracFone Wireless.
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.
May 24,2023 TracFone s23 sent back for replacement, stated That new phone would be sent out it is now the end of July after several calls still no phone.Called Corporate put on hold then they hang up on you.my wife needs her phone for medical reasons.Two months ago said they would send out a new ******* s50 5G again 3 to 5 days Nothing as yet.
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 28, 2023, regarding BBB case # ******** complaint.

Your complaint states that you returned a phone on May 24, 2023 for replacement; however, two months passed and you were not able to receive it, additionally you contacted customer support several times but you did not receive the required assistance as the calls were disconnected every time you reached an agent.

We checked your account and find that the number ending in **** had a warranty ticket because the phone was presenting audio issues, we received the device on the date you provided but the estimated time passed and you did not got the phone, we find that another ticket was created due to the delays on the shipment and the reason why the phone take too long to arrive to you was that the replacement phone requested was not available on our inventory. Warranty ticket reference No.1277159255 and Delayed shipment ticket reference No.1281050368.

We reviewed that on July 29, 2023 the phone was shipped to you with tracking number 1ZY870930200235643, when we looked for that reference in www.***.com the address information was wrong.

We have contacted you on 08/01/2023 to the phone number ************; we requested you the complete address information, in that way we could contact *** and update it before the package arrived to a wrong place.

We provide to *** the correct information; they stated that they will update it; however, they needed to get in contact with you to confirm the apartment information.

On 08/02/2023 we find that the status of the shipping was out of delivery and the phone was going to arrive on that same date, so we contacted you at the phone number ************; and you stated that you successfully update the address information with the shipping company; therefore, we provide you the status of the shipping and you agreed.

We have contacted you on 08/03/2023 to the phone number ************; you stated that you were able to add successfully your phone number to the new device with IMEI ending in ****: however, you stated that the service was not transferred from the previous device and that you had to buy a service plan to have it activated it, we apologize for the recent issues that you may have experienced with the assistance. We issued 30 days of courtesy airtime to the account and restored the remaining data that you used to have on the defective phone. Based on the usage records the device, we verify that is being used and working properly.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
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.
My grandfather bought a phone and minutes with Tracfone. We activated the phone online but when we went to make a phone call. The phone that was turned on then turned off by itself. We called Tracfone and they said they were going to send a new phone within 3-5 business days. Instead of sending a new phone they sent a box for ****************. I called back a week later and they said they received the phone and they were going to take 3 days to look at the phone and then send a new phone. This was on a Wednesday I called back on Monday and they said that we should have a new phone soon. It has been a month and a half and we still haven't gotten the new phone yet meanwhile the minutes have run out and my grandfather didn't get to use them. He didn't even get to make the first phone call. Please help he is really upset and every time we call they give us a runaround.
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 28, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she still did not receive the replacement phone.

Upon review, we created a ticket to send a replacement phone on 6/25/2023 with reference ticket # **********. However, the shipment got delayed due to no stocks of the same phone model available in the warehouse and status was on hold. Thus, the ticket was updated to send the same phone model since it is already available and it was shipped on 8/3/2023 based on the tracking number 1Z7X28F00241968152 via *** courier.

We spoke with ****************** on 8/4/2023, at ************ and got a confirmation that she received the replacement phone and it is successfully working.

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

Please refer to the Ticket Number 1281210037.

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:07/27/2023
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.
From 23 to 27 July, I called Straighttalk multiple times to change my cell phone plan. I was explicitly told I needed to wait until the last day of my current plan before I could change to a new one. I waited until 27 July, which was the last day of my current plan at that time, to call Straighttalk back. When I called on 27 July the first time, the representative was incoherent. I could not tell if they were talking to me or someone else. I could not tell if they were making a statement or asking me questions. I had to hang up and call back. The second representative claimed he was a manager and told me I could not change my plan. He kept repeating himself and when I told him that I understood him and that he did not need to keep repeating himself, he called me stupid and hung up on me. I then talked to two more representatives who both required me to explain my problem from the beginning. Straittalk customer service representatives are generally very bad at communicating english. They are not knowledgable about their job and are often unprofessional and rude. Finally, Straighttalk provides no way to address their poor customer service and they apparently do not feel the need to compensat their customers when they insul them and provide poor support.
Business Response
Date: 08/02/2023
Dear ****************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2023 regarding BBB Case number ******** complaint.

Mr. ***** complaint states that from July ****** he called Straight Talk multiple times to change his plan. He was told to wait until the last day of his current plan before he could change. He waited until July 27, which was the last day of his current plan, but the representative was incoherent, they were talking to someone, and he could not tell if they are making a statement or asking her questions, he had to hang up and call back. The 2nd representative claimed to be a manager told him that he could not change his plan, and kept repeating himself and he told him he understand and do not need to kept on repeating, he was called stupid and was hanged up.

Upon review, we were able to locate an account using his email, and is showing active and well provisioned. And upon checking for his account, there is an option to change his plan.

We attempted to contact Mr. ***** 7/31/2023, but we were unsuccessful, we were routed to voicemail. The next day, we spoke with Mr. ***** 8/1/2023, and as per conversation, he wanted to complain about the representative that called him stupid, and since we do not have a complaint center, hence he filed a complaint to BBB. And we assured him that this will be investigated and will be addressed to the higher department. This happened last July 27 2023, at estimated 9 PM EST. Thus, case will be closed as he do not have any service issue.

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 KANA reference number ******* or Ticket Number ********.

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:07/27/2023
Type:Billing 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.
************* got hacked. They disabled my phone number for a year, and did not notify me. I removed the phone from my account. They still continue to charge me for the phone ***** each month on the 27th and ***** on the 30th. I cannot discontinue payments because my bank account is connected to the deactivated phone. I contacted costomer service but they refused to do anything. I cannot change payment details because I do not have an active phone. I just want the charges to stop.
Business Response
Date: 08/02/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2023, regarding BBB case # ******** complaint.

Your complaint state that you disabled your phone from your Tracfone account but you recently received two charges for $16.96 on 07/27/2023 and $23.12 on 07/30/2023, you contacted customer service but the refund was not given.

In reviewing your Tracfone account; we found two active accounts, you were enrolled in the automatic payment with both them, one with the Tracfone $20 Unlimited Talk and Text, 1GB of Data for 30 Days plan and the other one with the Tracfone $15 - 500 Minute, 500 TXT, 500MB for 30 Access Day. As of 08/01/2023. Per your Purchase History your account is enrolled in automatic payment for the phone number ending in **** and ****. Our records indicate that a recurring payment for this account went through successfully on 07/27/2023 and on 07/30/2023.

Tracfone wireless Terms and Conditions, states that Auto-Refill plans allow our customers to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.

In review of your account we could not find anything that confirms that you requested to cancel automatic payments, it is imperative to speak with you to authenticate your account to cancel the automatic payment and provide you with the refund.

Tracfone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We successfully spoke with you via phone at ********** on 08/01/2023 we were able to validate both account and we successfully deactivate the automatic payment for both accounts, we apologize for any inconvenience this might have caused you, we have since issued a refund in the amount of $23.13 to your account for the service plan purchased on 07/27/2023 and on 07/30/2023 during your enrollment period, The credit will be posted on your account within 3 - 5 business days after processing. However, it may take up to 30 days for you to see it reflected on your account depending on your financial institution. For reference this is the refund reference number for both accounts ********************** / 6909203873876163104990.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1281251205.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,
Tracfone Wireless Inc.
Customer Answer
Date: 08/02/2023

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:07/27/2023
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 bought a new tracfone. I called to have tracfone move my current number from my old phone to the one I purchased. The refused to do so because I didn't answer their questions properly.I am distraught and angry and NEED to use my new phone.Their customer service is exceedingly unhelpful and I need resolution on this matter.
Business Response
Date: 08/02/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 27, 2023 regarding BBB Case number ******** complaint.

****************** complaint states that she bought a Tracfone and move her current number to her new phone. We refused to do so because she did not answer our questions properly. She is distraught and angry and need to use her new phone. We were unhelpful and she needs a resolution to this matter. She want to use her account to her new phone with over **** minutes. We should not ask privacy that were created over 10 years ago and expect to remember them.

Upon review, we were not able to locate that matches her information. Hence, we need to speak with the customer to provide complete assistance and to address this matter accordingly

We attempted to contact ****************, 7/31/2023, but we were unsuccessful, we were routed to voicemail. The next day, we spoke with ****************, 8/1/2023, and as per conversation, she did not expect to receive anything from Tracfone. But finally got a resolution 2 days ago. She wanted to have her 4 digit code, but refused to follow the authentication process. We explain to her we do not have her 4 digit code, but we can update her account, but in order to do this, we needed to authenticate the account and she stated that since she have already filed a BBB complaint, then we can bypass the process, but we explain to her that we are not allowed to bypass it. She requested a callback at 4:00 AM.

At 4 PM EST, we spoke with ****************, as what she have requested, and she stated that she is done thru being hanged up several times, not helping her with her issue. She wanted to put in the security PIN for her account and at first, she refused to authenticate her account, and she wants to bypass it, but after explaining to her the reason, she cooperates. She have successfully authenticated her account thru SMS for the verification code. Then after that we updated her account by putting in the security PIN and the secret question and answer. And assured her that with this update, she can authenticate her account next time easily. And she was also asking on how to put in a lock code to her phone, we did comply to it successfully and **** was very thankful for the assistance. Thus case will be closed as we have resolved the issue.

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 1281205281.

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


Sincerely,

Executive *********************
Initial Complaint
Date:07/27/2023
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.
Good Afternoon--I have attached a copy of the letter I sent to STRAIGHT TALK 5/23/23 outlining the issue and requesting a refund of $186.79 for the unused portion of my cell service. I followed up with the company on 6/13/23 and spoke with ***** ID#******. She was able to give me a ticket #KMM15608995V322 but didn't have any notes about my refund request. She read from a script that no refund would be issued and she was unable to transfer me to a manager. I sent follow up emails 6/13/2023 and 6/20/2023 asking that the issue be escalated to onshore management for expedited refund. The STRAIGHT TALK network was failing and I reported the issue (through their phone survey on 2 occasions). I never received any outreach from a company representative. The website makes it difficult to get to a live representative that has the experience and business background to fully understand and escalate the issue for an acceptable resolution. The service was no longer working as expected and I was forced to find another carrier. Consumers should not be held financially responsible if the service no longer works as expected. I am requesting that a paper refund of $186.79 be issued to my address on the letter. Thank you. *************************
Business Response
Date: 08/08/2023
*************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/27/2023, regarding BBB Case number ******** complaint.

Your complaint states that you would like to receive a refund for the amount of $186.79 USD for the unused portion of your phone service.

Be aware that any service which remains unused at the time of termination cannot be refunded or transferred to another person.

In reviewing your account is currently inactive as of 01/26/2023 after a Port Out was completed on 01/26/2023 as per Ticket No. **********. Based on the usage records we reviewed for your account for the months of November, December and January it does not appear that any service interruptions occurred during that time period. Also, our records do not show any reports from you in regards of any service issues.

We have contacted you on 08/08/2023 via phone at ************ and informed you that upon further investigation we have determined that you are not eligible to receive a refund at this time.

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

Please refer to email reference number ******* or 1281674748.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/09/2023

Complaint: 20386214

I am rejecting this response because:

Good evening- I did receive a phone call from Tracfone but feel their response is unacceptable.
******* indicated that I had some usage during my 6 month prepaid time period. That is correct; therefore I am only asking for a refund for the unused portion (not a refund for any prior time period when I experienced service interruptions). The representative also stated that I didnt make any attempt to notify them that calls were being dropped. That is incorrect. I provided feedback to straighttalk through their surveys on at least 2 occasions. The Tracfone rep was not certain how they use the survey information.
On the few occasions that I have used the StraightTalk chat and phone options, I have found the experience to be difficult (offshore representatives creates language barrier), unproductive (staff relies on scripting that doesnt always apply to situation) and unresolved (staff states they are end of the line and not able to escalate to management).
Based on these obstacles, Im asking Tracfone to make an exception to their policy and issue the prorated refund. Thank you.

Sincerely,

*************************
Initial Complaint
Date:07/27/2023
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 been with tracfone for many years. For the third time (in the past few months) tracfone has turned off my phone and internet access to my account. The first time was in March or April of this year, and when resolved the person helping me found no reason for that happening. I was not out of "minutes" or "time". on 7/25/23 I was told by a friend that my phone had apparently not been working for a couple of days. Someone from a program I was not enrolled in (more details are filed in my review I posted with BBB on the 25th) reactivated my phone. Today 7/27/23 my phone was no longer working. I called tracfone "customer service" again. I did wonder if I needed to add more minutes. I was told that I had neither minutes nor time available. I do not know if the minutes part is true but I do know that on the 25th the person who helped me confirmed I had paid for time up to 3/ (approx) 23/24. This is in spite of the fact that the person who helped me the first time had credited me with time up to 1/22/25 due to my inconvenience. Obviously I will need to go to another carrier, as tracfone had become totally unreliable. However I would like a refund for the time I had paid for and to let them know what a poor job they are doing. If I did not retain a home phone I would have no means of communication. I am 74 years old and had a stroke last year. But having no cell phone service does not leave me with any possible communication when I am not at home. I would not mind if tracfone ********* gave me some compensation for the time and aggravation they have put me through. The phone number I provided in this complaint is my home phone. My cell phone number was provided in my review. I have no supporting documents for the purchase. I trusted them to properly maintain my account.
Customer Answer
Date: 08/01/2023
I filed a complaint with you a few days ago. As my cell phone has been inactivated I chose to move to another carrier. When they tried to activate the phone it did not work with the new SIM card. I was advised that I would have to call tracfone to unlock the phone. I was told by tracfone that there would be a $114. fee to unlock the phone. The phone I had bought from them before they went to 5G was no longer usable. They had a program to send you a free phone (another nightmare), which I have used since then. However, since the phone I had purchased was no longer usable by their program, what gives them the right to hold this phone hostage? Since they have already cheated me out of my "time" and possibly "minutes" how can they do this? This is totally unbelievable to me and still leaves me without a cell phone.
Unlock this phone IMMEDIATLY with NO fee! Refund the money for the service I paid for in advance. I have no supporting documents but if the call was recorded they have the proof.
Business Response
Date: 08/08/2023
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 27, 2023, regarding BBB Case number ******** complaint.

Ms. ********** complaint alleged that she has been with Tracfone for many years. For the 3rd time in the past few months, tracfone has turned off his phone and internet access. This issue started on March or April this year and it was resolved. This issue kept repeating and on 07/27/23 his phone is no longer working. With this, she planned to transfer to a different service provider and prior to transferring, she asked for a refund.

We spoke with ********************** twice on 08/07/23 and 08/08/23, via phone # **********. As per conversation on 08/07/23, ********************** confirmed that she already transferred to the different service provider with the different device. With this, she asked for a refund for the month of March until the last time she was with Tracfone Wireless.

She provided the affected device including the phone number in question that ends with ****. Prior to providing her the account information that is related for a refund under transaction, history, we followed the authentication process, however, she failed to authenticate her account and went on silent and the call was dropped. We attempted to contact her again via phone # **********, the call was routed to a voicemail. We left voicemail for her.

Thus on the following day on 08/08/23, we spoke with ********************** again via phone #**********. As per conversation, she made it clear that the call on 08/07/23 was dropped due to she was afraid of a storm and she had to prepare for it. Now, she was asking again for a refund, however, still could not authenticate the account and she was upset and wanted to have a refund right away. She did not continue the call.

With no authentication, we are unable to resolve the issue.

If ********************** would like to complete the authenticatiion, please contact ************ with *******. Our 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 1281617965.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/09/2023
The disconnection on 8/7 was due to my power going out - it went on and out several times that evening. I do not know the 4 digit pin to the cell phone, so I could not provide it. On 8/8 I was asked several questions and one included two 7 digit phone numbers I had recently called. I supplied one but, considering the amount of scam calls I receive on a regular basis, I was wary. Then I was asked for the last 4 digits of my Social Security number. I would not provide it for the same reasons. I stated that they were calling the same home phone number I have had, at all times, when being with tracfone and also had the same email. ( As a side note, had I not had to buy a new phone and gone with a different carrier I would have had concerns that I had NO way to connect with help.) That should be authentication enough. I know this is a small claim but I have to wonder how many other people they have done this to. No matter what the outcome I am glad that the bbb is aware of their questionable practices.
Customer Answer
Date: 08/09/2023

Complaint: 20385872

The disconnection on 8/7 was due to my power going out - it went on and out several times that evening. I do not know the 4 digit pin to the cell phone, so I could not provide it. On 8/8 I was asked several questions and one included two 7 digit phone numbers I had recently called. I supplied one but, considering the amount of scam calls I receive on a regular basis, I was wary. Then I was asked for the last 4 digits of my Social Security number. I would not provide it for the same reasons. I stated that they were calling the same home phone number I have had, at all times, when being with tracfone and also had the same email. ( As a side note, had I not had to buy a new phone and gone with a different carrier I would have had concerns that I had NO way to connect with help.) That should be authentication enough. I know this is a small claim but I have to wonder how many other people they have done this to. No matter what the outcome I am glad that the bbb is aware of their questionable practices.

Sincerely,

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

We apologize for the trouble you have encountered with our service. We This is not the kind of service we want you to have. An attempt has been made to contact you via phone, but the phone number you have provided is incorrect.
We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
What is a good contact phone number where you can be reached? You may also reach me directly via email at **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing Tracfone Wireless.
Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Business Response
Date: 08/22/2023
Dear *********************************,

We apologize for the trouble you have encountered with our service. We This is not the kind of service we want you to have. An attempt has been made to contact you via phone, but the phone number you have provided is incorrect.
We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
What is a good contact phone number where you can be reached? You may also reach me directly via email at **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing Tracfone Wireless.
Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:07/27/2023
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.
Ongoing problem for 3 months. They have checked and we have checked phone service and still have none. We told them this started when 8 gb of Data was added and never got.. I didn't receive any last call back
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 27, 2023, regarding BBB case # ******** complaint.

Your complaint states that you added 8GB of data; however, since that, it has not been working for more than 3 months. You have checked the service with us, but it has not provided successful results.

We checked your account and the records shows that you purchased the service plan that includes unlimited talk, text and 8GB Data; however, due to a system error the balance for the mobile data was not updated correctly. As a resolution we worked on the account to add the correct amount of data that you should have.

We attempted to reach you multiple times via phone at ************ and email was sent to ******************** on 07/31/2023, 08/01/2023, 08/02/2023, 08/03/2023 and 08/07/2023; however, we were unable to speak with you, you responded to our emails, but no additional information was provided.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1281211741.

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: 08/11/2023
I have gotten calls from tracfone and I'm sorry but I can not understand what she is saying to be able to communicate. I need someone whospeaks better English. That is a must. I'm sorry.
Customer Answer
Date: 08/11/2023

Complaint: 20385809

I have gotten calls from tracfone and I'm sorry but I can not understand what she is saying to be able to communicate. I need someone whospeaks better English. That is a must. I'm sorry.

Sincerely,

*************************
Business Response
Date: 08/24/2023
Dear *************************,

This is in response your rebuttal 08/23/23 regarding your Better Business Bureau complaint.
Research indicates that 8 GB of data has been added.
We tried to reach you on ************** but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

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