Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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.

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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:07/27/2023
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.
On Wednesday, July 26, I called Tracfone Wireless to ask them to cancel the service to my nephew's cell phone. I had been paying his bill since his father, my brother, passed away on September 17, 2021. I have recently had several big expenses and am no longer able to pay his bill. We do not have access to my brother's records (which mother's maiden name he used, and the obvious ones that we provided did not work. I asked to speak to a supervisor but was advised that would not be possible, either yesterday or today. I offered to send a copy of the death certificate, since the phone was in his name, but was denied the opportunity to do that also. I was told that there was nothing that they could do for me and that I would have to continue to pay the bill. All I know to do is cancel my Discover Card. I did cancel it once and get another one, but they continued to pay the bill. I will contact them later, but I want this phone number and bill canceled. It only seems right since the phone number is in my brother's name and he is deceased. His name is **************************, and his death certificate should be a part of the public record since they won't let me send one. Can you please help me resolve this. It is not right and I don't want anyone else going through this!
Customer Answer
Date: 07/27/2023
The phone number for this complaint is ************
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 27, 2023, regarding BBB case # ******** complaint.

Your complaint states that you want to deactivate your nephews account, but you have been unable to do it due to authentication process. You offered to send a copy of your brothers death certificate because the account its under his name; however, you did not receive the required information to do it. You requested to have the phone number and bill canceled.

We checked the account and find that it is active with the Auto-Refill program.

Straight Talk 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 Straight Talk Wireless and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.

Straight Talk Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot cancel automatic payments or make changes to accounts until the account holder authenticates the information. We needed to speak to you directly to discuss this matter.

We attempted to reach you via phone at ************ and email was sent to ******************* on 08/01/2023; however, we were unable to speak with you.

We have contacted you on 08/03/2023 to the phone number ************; and we tried to validate the account; however due to a system error the validation process was unavailable.

As a resolution, we created a ticket to update the account and have that option available, ticket No. **********. After that, would be necessary to retry the authentication process with you.

We attempted to reach you multiple times via phone at ************ and email was sent to ******************* on 08/06/2023, 08/07/2023 and 08/10/2023; however, we were unable to speak with you.

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 Straight Talk Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:07/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Sim card from this company in November 2022- I never activated my account because the company was unable to allow me to keep my own phone number with the sim card, even though they advertise that anyone can keep their phone number with their sim card. I therefore never activated a line but I have been getting billed every month since for approximately $23.26- for over ********************************************************************************************************************************************************************* that they can't fix the issue and I need to deal with my credit card company- however my credit card company can't see to stop the charges either because every month the charge varies by a matter of cents preventing the stop charge from working. This company is a scam- with fraudulent advertising and they have wasted many hours of my time waiting on the phone with them and with my credit card company monthly. I am attaching photos of my account number with them- which says inactive- (was never activated)- it also doesn't allow me to delete the payment information from their website (attached another photo showing this)- and also attached a photo of my latest credit card charge.
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 26, 2023, regarding BBB Case number ******** complaint.
Mr. ****** complaint states that he purchased a sim card on November 2022. He never activated it because Tracfone was unable to allow him to keep his own phone number. However, he was getting billed every month for approximately $23.26. He keeps on calling Tracfone but of no help. They referred him to his credit card company for a dispute. However, his credit card company cannot stop the charges. He wants $1000 monetary compensation for the wasted hours he spend in calling Tracfone and his credit card company.
Mr. ****** was contacted multiple times via phone number ********** and we were able to spoke with him on 08/01/2023, 08/02/2023, 08/03/2023 and 08/08/2023. As per conversation, we informed him that the cancellation of the auto pay enrolled on the sim card that has never been in used is now successfully cancelled. Tickets were also created for a chargeback with reference numbers ********** dated 04/19/2023, ********** dated 04/19/2023, ********** dated 05/10/2023, ********** dated 06/07/2023, ********** dated 07/23/2023 and ********** dated 07/28/2023. We assured him that he will never be of charge anymore on his account and everything is now under control. However, he is asking for a monetary compensation for the ten hours he wasted in calling Tracfone without resolution. We advosed him that Tracfone does not provide any monetary compensation. Instead, offered him a free minutes and service as a one-time courtesy out of inconvenience. However, he does not an active account , and does not want to get involved with Tracfone anymore.

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 email reference number ******* or Ticket Number 1281253294.

Thank you for choosing Tracfone Wireless and have a great day.

Sincerely,

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

Complaint: 20380736

I am rejecting this response because: I did not receive any compensation for the many hours of my time wasted on this fraud, and I think other people should be aware of this company's practices and should be very careful before signing up for service.

Sincerely,

*********************
Initial Complaint
Date:07/26/2023
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.
bought a 90 day plan from ******* total on 6/20/2023. phone turned off 7/20/2023. after two hours on the phone, phone reinstated until 8/20/2023. phoned about paying for 90 days. will have to contact the business again on 8/20/2023 to get phone reinstated again. want people to know you can not speak to a person in America or have a resolution to your issue. there is no way to communicate directly with *******.
Business Response
Date: 07/21/2023
P.O. Box 10
******, ** 07101-0010

July 21, 2023
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: *******************
Complaint Number: 20352796

Dear Ms. ************************ you for contacting *************** of ********* Relations regarding *********************** compliant. In his complaint, received on July 21, 2023, ************ stated he purchased a 90 day plan from ******* Total on June 20 2023, and the services stopped working. ************ expresses that he was not able to speak with ******** Care agent located in ********************** to resolve his concerns.
Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward *********************** complaint to the appropriate ******* Team.
Email: **************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
******
********* Relations Analyst
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 21, 2023, regarding BBB Case number ******** complaint.

**************, complaint states that he purchased a 90-day plan form Total by ******* on June 6, 2023, however phone turned off by 07/20/2023 and reinstated until 08/20/2023 instead of September 2023.

As per investigation, the phone number provided is active in our system and provisioned. The service end date shows 08/20/2023. Customer purchased the plan on 06/19/2023 with Total Wireless $90 unlimited with 90 days via website and expired on 07/19/2023. There was a ticket created on 07/20/2023 with this reference number ********** and **********. With this, we need to add additional 30day plan to correct the service that the customer purchased.

We received an email ****************** response from kana on 07/31/2023, stating that he need help to apply the 90-day plan to his account that he had purchased.

We spoke to ************** on 08/01/2023 at phone number **********. We have process a replacement of service days with the reference no. **********. Thereafter, we tested all the features from voice calling, SMS and data services and it is working properly. Hence, service has been replaced completely.

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 Ticket Number 1281156453.

Thank you for choosing Total by *******.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had straight talk wireless for many years. The last several months I have had serious issues with my data, calling, and texting. I have called customer care at least ***** times. None of the issues have been resolved. I was told by a representative about a week ago that it was not a service issue, rather a device issue. I went to ******* and purchased a new device and activated it. My new phone has not worked since being activated. I can't call out. Error message (call can't be completed, please call 611 for assistance, code 3). I can't connect to any internet or use apps. Error message that I have no data. I can't make or receive text messages. None of the dozens of overseas representatives have resolved anything. They have insisted there are no issues. I have not had any use of this most recent $60 phone plan. I have had no use of this new device. I have now signed up for TMobile and will be switching carriers. I want reimbursed for the $60 phone plan, for which I've had no use of. I want refunded for this new $42 device. As of the time of writing this message I have no use of my phone, or service, and haven't for an extended period of time.
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 26, 2023, regarding BBB Case number ******** complaint.

**************, complaint states that he had straight talk wireless for many years. The last several months he had issues with his current phone. So he went to ******* and purchased a new phone and activated it but still having the same issues with his old phone like calling, texting and data. When he tried to make a call he encountered an error it said: call can't be completed, please call 611 for assistance. Cannot connect also to any internet or apps error message: No internet as well as the text cannot send a message. He called multiple times to solve the issue but none of the representative have resolved anything because representative insisted that there are no issues with the phone. He wanted to reimburse for the $60 plan added to his phone and get a refund from the new phone that he purchased since the service is not working.

As per investigation, the phone number provided is active in our system and provisioned. And there was already a usage for the minutes, text and data. Thus, we cannot process a refund for both device and service plan.

**************** was contacted multiple times on 07/28/2023, 07/30/2023, 07/31/2023, 08/01/2023, and 08/05/2023 at phone number ************ an email ************************ however, we failed to get hold of him. We are still waiting to hear it from him. Due to the nature of his complaint, it is best that we speak with ****************
Directly for further assistance.

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 Ticket Number 1281054923.

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:07/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called and spoke with TracFone today regarding my account. I asked them to remove my debit card as a method of payment and that I did not authorize any automatic or primary charges to that account. The representative named Rica or *****, informed me that the most recent purchase was declined. I asked her what recent purchase and she told me that she was not allowed to give me that information. I also requested to speak to a supervisor and she told me they were not authorized to transfer calls to a supervisor. I then asked her to remove my card as a method of payment and she told me that they were not allowed to do that and that I had to call my bank which I did. The bank informed me that I had not had any recent purchases in the last 30 to 45 days but the bank representative told me that they had not heard of a practice where a customer requests their method of payment to be removed and then be denied that request which is why I'm contacting you. And I closed my account with ********************** as of 1:30 p.m. this afternoon (7/25/23)Mountain Time.
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 25, 2023, regarding BBB case # ******** complaint.
Your complaint state that you contacted customer service and asked to remove your debit card as method of payment because you did not authorize any automatic or primary charges to your Tracfone account, when contacting customer service you were told that the most recent payment was declined when you asked for more information it was not provided.

We reviewed your Tracfone account; it is active with the $30 Tracfone plan which includes Unlimited Talk & Text plus 4GB Data for 30 Days as of 08/05/2023.

Our records indicate that we attempted to submit a payment in the amount of $40.62 on 08/05/2023, to the bank account/credit card on file for the account. However, your payment records confirm that then payment submitted was declined by your financial institution, because of an insufficient funds error message. In this case, the customer's bank account or credit card was unable to cover the amount of the transaction due to a lack of funds. As a result, our system could not process the payment.

An in-depth review of your Purchase History indicates that we successfully processed a payment in the amount of $29.59 on 08/05/2023 for phone number ending in ****. Your account was only charged once for the service month of July, 2023. As such, we would like to assure that this was you if not; we can process a refund for the unauthorized debit card charges.

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 attempted to reach you multiple times via phone at ************ and email was sent to *********************** on 07/28/2023, 07/31/2023, 08/03/203, 08/04/2023 and 08/05/2023; however, we were unable to speak with you and you have not responded to our emails.
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 1281041840.
Thank you for choosing Tracfone wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:07/25/2023
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 purchased a Tracfone and a service plan. I checked my balance a few days ago and confirmed that I have ***** GB of data left, with unlimited calling, unlimited SMS, all of which expire on 7/7/********* times, they have cut my service off saying I was enrolled in a Lifeline program (for low income families), and that the service is expired. I never enrolled in Lifeline, as I do not meet the income requirements. I have spoken to customer service three times to have my service restored, after no having data, messaging, or phone service. Each time this happens, I have to spend 1-2 hours on the phone with customer service, being frequently transferred and cut off. This is not the first time that we have had problems with Tracfone. Last summer, my previous phone (which I purchased directly through Tracfone and was still under warranty) stopped working, and they told us to send it in for replacement/repair. They sent us back a replacement phone which was significantly lower in quality (lower memory, one camera lens instead of multiple lenses, etc.), even though the same phone was still available on their website. After calling to complain about the inferior replacement phone, the first customer service representative said we could send it back to get the first model, but they never sent us a return label/ticket. Upon subsequent calls to customer service, they told me they would not replace the phone, and that if I wasn't satisfied with the replacement phone, I could buy a new one.Also, last fall I purchased data for my phone and my daughter's phone. The website said that the data didn't expire if you had an unlimited talk and text plan. Although I already had an unlimited talk and text plan, the data expired and could not be used. I called to see if they could add it back, and the first customer service representative said they would transfer me to someone that could do that. Upon transfer, I was told that they would not reinstate the data. Unacceptable!
Customer Answer
Date: 07/27/2023
Today the service was turned off again--4th time. We spent an hour on the phone with customer service agent ******* who again told us that the service was terminated because we were enrolled in the Lifeline program. She said we needed to buy a service plan to reactivate the phone, even after I repeatedly told her that we are not and never were enrolled in the Lifeline program and that we bought service at the end of last year that has us paid up through 7/7/24. She said that she could not see any payment on her end. When I asked her to tell me when we enrolled in the Lifeline program, she put me on a lengthy hold and finally came back saying that we are not in the Lifeline program and that she could see we were paid up through 7/7/24. She had the help of supervisor **** to add the minutes back to our account, and she sent an email showing that our service expires on 7/7/24. She said this will not happen again, although the last three agents assured the same thing The reference number for this case was 28279062618. When I asked her to read me back the notes from this call, she said she had no notes. This means that the next time this happens, there is again no record of the problem on their end.
Customer Answer
Date: 07/29/2023
The phone service was turned off again today, the fourth time this week. I called customer service, and it took about 45 minutes to get the service turned back on. I spoke to Zueltea, and I got a reference number of 1281100265.
Upon completing this interaction, I asked her to read back to me the notes from today's call--to make sure she included all the details in the transcription of our interaction--what went wrong, how she fixed it, etc. She said that she is not permitted to do that, so I have no idea whether she actually took notes on the call or not. She also said she can not discuss the names of agents or dates of the other days we've called about this problem. Although I have those names, I wanted her to read back to me the transcription of the calls so that I know that they are recording the information so that it's quicker to fix next time. Then I may not have to wait so long every time I need to get this fixed, which is every two days.
Upon "fixing" the problem, the phone works, but the records are not accurate regarding our data, texts, and phone minutes. See the attached document.

Customer Answer
Date: 08/02/2023
When Tracfone's corporate representative, ****, called us regarding our complaint, she told us she could send us a replacement phone. I said that we already had to buy a replacement phone because the warranty replacement phone that Tracfone sent us was sub-par and did not have the same memory and camera specs for my husband to use in the art classes that he teaches. I asked for a refund, but she said she couldn't give us a refund for the replacement phone because we purchased it through HSN. She offered to send a replacement phone that was the same phone or an upgrade from the original phone we purchased, the ******* Galaxy A51. I verified that we would either receive an A51 or higher. We received the package from Tracfone yesterday and received a ******* A23, not the same phone and not an upgrade. I emailed them again to say, at this point, I would just like to get a refund for the original phone we purchased. I included the original invoice. I am waiting to hear back.
They emailed me to say that they are still trying to find out why my husband's phone keeps having the service turned off, but they have no answer at this point. They didn't mention that they are still looking into why the data expired on my daughter's and my phones (~$120 total), even though we had unlimited plans, so I requested a status update on that. I'm waiting to hear back.

Customer Answer
Date: 08/02/2023
I just got an email back from Tracfone corporate. The said they cannot issue a refund because refunds are only issued within 30 days of delivery of the purchased phone.  I understand their refund policy, but the fact that their customer service representatives refused to give us a comparable phone after having sent us an inferior warranty replacement phone (after multiple calls to customer service, and spending hours trying to get satisfaction) did cause us to have to buy a new phone that had the same memory and camera capabilities. Had they properly replaced the phone at the time, we wouldn't have had to spend ~$300 for a new phone. Being told by multiple people that there was nothing they could do and that if I was unhappy with the replacement phone, we could buy a new one ourselves was completely unprofessional and unacceptable.
They offered to send us a Galaxy A53 overnight, which should have been sent in the first place instead of another inferior replacment phone. I told them that if they refuse to give us a refund for the original phone, I will take the Galaxy A53, but with no substitutes. Nevertheless, I would like to have it on record that I am not satisfied with Tracfone's handling of the situation.
Business Response
Date: 08/08/2023

Dear M and S ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 25, 2023, regarding BBB case # ******** complaint.
Your complaint states that your phone gets deactivated every 2 or 3 days without any reason. You were advised that you were enrolled on Safelink program and as you were de-enrolled, and for that reason, your phone got deactivated; however, you have being never enrolled in that program. You also complaint about the replacement phone you received, because it is lower model from the original one, and you are not satisfied with it. You are also requesting 8GB deleted from your phone and from your daughters phone because you should have roll over data.
Upon checking the account with phone number ending on ****, we found that due to a system error, the phone was deactivated several times in the past few days. The issue was escalated and the system error removed, the line remains active without interruptions since 08/01/2023.
We found the original ticket # ***-046-9844 created to replace your phone, and we found you returned a ******* Galaxy A51, and you received a ******* Galaxy A23 instead, because the original model was not in stock in our warehouse. We provided the instructions to return the replacement phone to us and we created the new ticket # ***-101-0649 for an upgrade phone model, ******* Galaxy A53. The phone was successfully shipped with tracking # 1ZY870930200244062 from **** and delivered to your address on 08/07/2023.
8GB were successfully added to the phone number ending on **** and **** after investigating the data balance on each phone was deleted and was not rolled over. You can refer to ticket # ***-165-9718 and ***-137-7859 as reference.

We have contacted you on 08/08/2023 to the phone number ********** without success; however, you confirmed via email that you successfully received the new replacement phone and you were advised via email that 8GB for data has been added to your phone and your daughters phone.
                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 ***1013589.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Departmen
Customer Answer
Date: 08/10/2023

Complaint: 20374689

I am rejecting this response because we were charged three times for the 8GB, for a total of 24 GB, all of which expired instead of rolling over. 8 GB was added back to my phone (****) and my daughter's phone (****), but were are still waiting for the other 8 GB out of the 24 GB we paid for.
The original phone that failed while under warranty was a Galaxy A51. When we sent it in for replacement, we were sent an ** 455DL, which was not a satisfactory replacement. After contacting customer service and speaking to numerous agents, they refused to give us a comparable phone to the one we had purchased and told us to buy a new phone if we didn't like the replacement. This caused us to have to purchase a new phone ($300+), as my husband needed a phone with the same memory and camera capabilities as the A51 for teaching his art classes. The ** 455 DL had neither the same memory nor comparable camera capabilities. I understand that your policy is to not offer refunds after ******************************************************** an extremely unprofession way, and an exception should have been made to your refund policy being that your agents were the cause of us having to purchase a new phone when the original one was still under warranty. Since you refused to give us a refund, we accepted the Galaxy A53 that you sent.
I appreciate your fixing the error that was turning my husband's service off every two days.
Sincerely,
M And S ******

Customer Answer
Date: 08/21/2023
Tracfone has restored my husband's service so that it is no longer getting turned off. They have sent us a replacement for the ******* Galaxy A51 that failed while under warranty. My daughter and I each received 8 GB added to our phones--for the data that was supposed to roll over. The only other thing we are waiting for is the addition of the other 8 GB, as we paid for a total of 24 GB that should have rolled over.
Customer Answer
Date: 08/21/2023
Tracfone has restored my husband's service so that it is no longer getting turned off. They have sent us a replacement for the ******* Galaxy A51 that failed while under warranty. My daughter and I each received 8 GB added to our phones--for the data that was supposed to roll over. The only other thing we are waiting for is the addition of the other 8 GB, as we paid for a total of 24 GB that should have rolled over.
Business Response
Date: 08/29/2023

Dear M and S ******,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone to the phone number ending in **** but unsuccessful in reaching you.
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
Customer Answer
Date: 08/30/2023

Complaint: 20374689
If possible, can you please email me or communicate through BBB. My email address is ********************************************************. I really appreciate it. I rarely get home from work before 5 pm and cannot take calls while I am teaching. Thank you!

Business Response
Date: 09/11/2023
Dear M and **************,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have.An attempt has been made to contact you via phone to the phone number ending in **** but unsuccessful in reaching you.

As you have requested an email has been sent to you via email to ********************************************************.

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: 09/11/2023
Date Sent: 9/11/2023 10:43:09 AM
Dear M and S ******,

We apologize for the trouble you have encountered with our customer service. This is not the kind of service we want you to have. An attempt has been made to contact you via phone to the phone number ending in **** but unsuccessful in reaching you.

As you have requested an email has been sent to you via email to ********************************************************.

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
Customer Answer
Date: 09/20/2023

Complaint: 20374689

I am rejecting this response because:
I just got in touch with ******************** today, and the issue has not yet been resolved. I have to email her the original warranty information.

Sincerely,

M And S ******
Business Response
Date: 09/28/2023
Dear M and **************,

Per conversation on August 08, 2023, a previous representative provided you with 8GB of data concerning phone number ending in 8658.
On August 08, 2023, a representative provided you with 8GB of data to the phone number ending in **** and on September 28, 2023, 8GB of data has been provided to your account for a total balance of 33.7GB of data.
For any future assistance you may contact me directly.
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:07/25/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I joined, because it is linked to good service providers!! But after many issues with customer service, I decided to go to another provider!! After I canceled my account with **********************, 7/23/23, I started getting bombarded with multiple texts, all at once, non stop!! I tried texting stop, many times, but because the spam texts were coming constantly, I ended up removing sim card and shutting down phone!! I transfered my number to the new provider, 7/23/23, and when I tried to switch the phone, I ran into even more problems!! On 7/25/23, The customer service tried very hard not to help, they refused to give account number, even though they just gave it to me 2 days earlier, 7/23/23!! Now they said they couldn't give it to me!! They said they would email my code to unlock my phone, but they refused to verify my email address!! When I asked to speak to a supervisor, they refused, even though I spoke to one 7/23/23!! The only thing that was different is 7/23/23, when they gave me info and let me speak to a supervisor, I was switching providers!! So after I switched, they started spamming my texts, and refused any kind of service at all 7/23/23!! It's because of their poor customer service that I left them, but after leaving them, their customer service became hugely disgusting, and completely rude!! 7/25/23 The amount of unprofessionalism and child like refusal of any customer service, reminded me of a spiteful ex!!!! What a horrible company, and their actions have provoked me to warn as many people as possible!!! Stay away from this company, there is a reason that they have a horrible rating everywhere you look!!! They will spam your texts, and act rude and unprofessional when you cancel them as a provider!! Wasting huge amounts of time and effort, just to try to get away from their company!!! I have videos and texts showing the relentless spam texts sent non stop!!!
Business Response
Date: 07/28/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/25/23, regarding BBB Case number ******** complaint.

Your complaint states that after having many issues with the customer service, you decided to go to another provider. Therefore, you added that, although you canceled the account with **********************, you started receiving several texts messages from the company. Moreover, you stated that you would like to have your device unlocked.

We reviewed your Safelink Wireless account which reflects your Lifeline and Affordable Connectivity Program (ACP) cancelled on 07/07/2023, because records indicate that the benefits were transferred to another service provider at your request.

A customer may transfer his or her Lifeline, ACP or both benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and ACP benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

If you would like to have service with Safelink Wireless, you will need to reapply via our website at Safelink.com. On the other hand, if you wish to transfer your benefits back to your previous provider; you must contact the company directly and apply.

Safelink 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.

Our records show that the phone number ending in **** was successfully released on 07/20/23 as per Port Reference Ticket No. 1280610791

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We successfully spoke with you via phone at ************ on 07/27/23; however, you refused the assistance and stated that you do not want anybody to call you again.

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 1281014869.

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

Thank you for choosing Safelink Wireless.
Customer Answer
Date: 07/28/2023
They contacted me, and basically blew me off. They just said that they would work on training better. When I started filing my complaint, I seen that several people have had issues with this company and the way they treat customers. So I ended the call with them, as it was obvious that they were not going to take it seriously. They then proceeded to keep calling me back. I finally had to tell them that I have requested that they do not call me over and over and that this is harassment. If they wish to contact me, then I would like it to be written corespondents, that way I do not have to worry about them continually calling me over and over, for no reason at all, except to try to down play the situation and not really address the issues.
Customer Answer
Date: 07/29/2023

Complaint: 20373773

I am rejecting this response because: They basically blew me off, and didn't take the issue seriously. They just said that they would train better. When I started filing complaints about this company, I seen that several people have had issues with the way they have been treated by this company. So saying that they will train better, means absolutely nothing, and is just a way of. Disregarding the issues. They didn't address the fact that I had to spend a lot of time continuing to call and try to get my phone released. They didn't address the fact that I was treated badly, and that customer service tried very hard to make it very difficult for me to get my phone released, and how much time and effort I spent. They simply gave a response that means absolutely nothing, and did not try to compensate for the time and energy and days and aggravation that I had to go through, simply because their company wanted to abuse it's position. They didn't address the issues of my text messages being spammed constantly by them, except they said they checked and didn't see any virus. Of course there is no virus, they deliberately sent several texts back to back.

None of the issues were handled and they gave a general response that was intended to just blow me off, and offer something that could not be verified and with all the complaints I found about this same issue, it is obvious that they have no intention of fixing the problem.

Sincerely,

*****************************
Business Response
Date: 08/07/2023
Dear *****************************,

We apologize for the inconvenience. We have attempted to contact you via phone but unsuccessful in reaching you to phone number ending in 0906.

Your port out request indicates it was completed on July 20, 2023, with reference ticket number 1280610791.

For any future assistance you may contact me directly via email to *************************.

My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

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

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/08/2023

Complaint: 20373773

I am rejecting this response because: They gave no response, except telling me to contact them by email, which I will do. In their message, they said that they have tried to reach me by phone. They called me back to back 2 times, while I was in the shower, on 8/6/23! They left no call back number or extension, and never tried to contact me after the 2 calls that were within 2 minutes of each other. So I will send them an email, as they said I should do! Right this second I'm busy, and just took a few minutes to read my emails, while waiting for my Dr ************ It's now 135pm on 8/8/23. I will send them an email today.

Sincerely,

*****************************
Business Response
Date: 08/10/2023
Dear *****************************,

We apologize for the inconvenience. Per conversation customer stated he is with a different provider because due to unsatisfied with our customer service.

Your port out request indicates it was completed on July 20, 2023, with reference ticket number 1280610791.

On July 24, 2023, your unlocking request was processed successfully with reference number 1280833628.

All the above information has been provided, so we will consider this matter as your final response.

Thank you for choosing Safelink Wireless.

Sincerely,

*************************
Safelink Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/10/2023
They just called me, and I recorded the conversation. They told me that they are sorry, but there is nothing that they can do...
I Asked, why are you even calling me, if you are not even going to address the issues of the spamming my texts or the hassle I had to go through to get released from your company?
She again said that they are sorry, there is nothing that they can do...
How is that resolving the issue??
They should not be allowed government grants if this is how they treat people. And they did nothing to resolve the problem.
Initial Complaint
Date:07/25/2023
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.
On June 30, 2023 I purchased a phone thru Smartpay. After a week and not receiving any tracking information I called both companies to which they said the payment didn't process but $114.97 was deducted from my account. After talking to managers at both business they said it was the other business that needed to refund me basically they were blaming each other for the issue. That is when I filed a dispute with my bank. I've talked to both companies until I'm not only mad but just feel defeated and like my money is never coming back. $114 is alot of money to someone like me and I need it back but now they say they have to wait for the dispute to be over which could be Sept 2023 this is not good business both companies should be held accountable since they "partnered" together, but they don't want to give me any updates about when I can get my money back or anything BBB is my last resort and my only hope of getting my money back I feel.. please someone somewhere help me with this issue
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/ 09/2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a Straight Talk phone leased trough Smart pay, however, you have not received it. You have called customer support on both companies but they have not helped you with the shipment delay. Due to the inconveniences you request a refund for the payments made.
In reviewing our system, we have found the order number *********** under your name, for a phone purchased from us. Aforementioned order was delivered by *** with tracking number 1ZY902R61324261563 on 07/20/2023 on ***********, **. However, records for the order confirmed that a chargeback for the total amount of $114.97 had been requested from your end on 07/07/2023.
We received updates on the order status that show the package had been returned to our warehouse and was received on 08/02/2023. Given the updates on our warehouse records; we have issued a refund for the total amount of $114.97 on 08/08/2023. Please allow up to 30 business days for the refund to reflect on your account.
It is necessary to speak with you in order to further investigate the matter and correctly address the concern.
We contacted you on via phone number at ************ on 08/08/23; you confirmed that due to delay, you requested a chargeback to your bank institution, in addition, that you had the phone returned to our warehouse on the same arrival date. We informed you about the charges previously made to your account had been taken off and that the refund for the amount previously paid was already issued, therefore, it would be necessary to wait for your bank institution reflect it on your account.
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 **********.
Thank you for choosing Straight Talk Wireless

Sincerely,

Executive *********************
Initial Complaint
Date:07/25/2023
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.
I paid for minutes with my rewards from the company and The minutes were never credited to my account
Customer Answer
Date: 07/31/2023
I was contacted by TracFone today. The original complaint has been taken care of. while I was on the phone with the man I explain to him that I purchased data that was not credited to my account. He spoke such a terrible English. Im not sure what he said to me, Other than that I have to contact my credit card company. I did that, so that's taken care of. This is a very bad company to deal with. Most don't speak English. Thank you for your help.

Customer Answer
Date: 07/31/2023
The original complaint has been taken care of.
Initial Complaint
Date:07/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tonight my phone has been deactivated. I noticed there were no bars, restarted the phone then turned off the phone. When I turned it back on the message says it has been deactivated. This is the third time this has happened within a few months. If memory serves, it happened in May or June and again a week or two ago. I use this phone for emergencies, and I believe I have been a customer for at least a decade. I have a lot of data, texts and minutes saved and do not want to leave and lose all of it. Tracfone has never been perfect and has the worst customer service. But it has been reliable as an emergency phone, and I never had any problems until ******* bought it. If this continues, I'm going to have to contact the *** and perhaps look into small claims court. When I call regular customer service, they are oblivious and can only read what is on the screen. Corporate can be much better, but last time I had someone babbling the same thing over and over about having to buy a new plan. When that didn't work, he read some nonsense about a discontinued plan I was never enrolled in. I hung up and found someone more competent, but the fix has only lasted a week or so. I have an older parent who relies on me and has been able to use tracfone for years to contact me until now. What is the problem?
Customer Answer
Date: 07/27/2023
I was deactivated again today and called customer service. Hopefully it is fixed. They tell me I was enrolled in an ACP program that I never heard of, but they say they have fixed it. They have said that before. This is a refurbished phone I bought through tracfone and perhaps the previous owner was enrolled. At any rate, for some reason they extended my time and I'm not sure they understand. I told them I had until October of this year but when they "fixed" it says I have util October ****. I hope it is fixed.
Business Response
Date: 08/23/2023
Dear *********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 25, 2023, regarding BBB case # ******** complaints.
Your complaint states that you noticed that there were no signal bars on the phone; you mentioned that you restarted the phone and then, when you turned back on, was message saying that the phone was deactivated appeared. You also explained that this is the third time it has happened within a few months and that there is a lot of data, texts and minutes saved that you do not want to leave and lose.
Based on the usage records we reviewed for the your account for July, it does appear that a service interruption occurred during that time period, due to a technical error, which would not provide the service units when you added airtime, we identified multiple replacement units tickets, Reference No. **********, **********, **********, ********** and 1281270230.
Please know that, 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 restored your service for phone number ending in **** on 08/01/23 and can confirm that it is well provisioned. The account is active. Usage records verify that the phone is being used and working properly.
We attempted to contact you again multiple times via phone number ************ and email was sent to ******************** on 08/17/23, 08/18/23, 08/21/23 and 08/22/23 to discuss your concern about your refund, but were unable to reach you. You have not replied to our calls or emails.
We were able to speak you via phone on 08/23/23, you mentioned that the issue was fixed and the phone is properly working.
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 1282186081.
Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/23/2023

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,

J *******************

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