Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  Tracfone Wireless

  5924 Airline Highway Baton Rouge, LA 70805

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:07/24/2023

  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 7 24 2023 tracfone froze my phone account because of credit card charges i did not make and was denied by the a card company. I have a credit card on file and that was not the card used , they wanted me to call a credit company and have them pay the charge. I CAN NOT CAUSE IT IS NOT MY CREDIT CARD AND I DID NOT MAKE THE purchase. my phone and number is not working. i think someone made a purchase and put the wrong number and tracfone put on my account. now they want me to send a money order for payment for something i did not buy or receive and they shut my phone service i have been a customer for 15 pulse years i use a annual contract i use this phone for doctors appointments and medical porpoise

  Customer Answer

  Date: 07/25/2023

  my tracfone number is ***********    ime number355890094910218

  Customer Answer

  Date: 08/10/2023

  I was contacted by  tracfone on 8/10 /23. they restored my account after buying a annual service card to cover the fraudulent charges on my account.which i did not make but had no choice because my phone was shut off.  and my service was being held hostage. After over 17 years as a costumer with 11 k minutes and 11 k texts and 8 gb data..  My credit card is on file and does NOT end in 33 or any  in my family. i think  as a gesture they should for being with a phone for a week they should a least extend  my end date for 6 months this at least cover half the price of the annual card i had to buy to  cover a  charge someone *********. Maybe  they put in the wrong phone number when purchase a  data PLAN which i do not use.  thank  you *** **********
  

  Business Response

  Date: 08/15/2023

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2023, regarding BBB Case number ******** complaint. 
          
  **************** complaint states that his account was freeze by ********************** due to credit card charges that he did not make and was denied by the card company. He wants his phone service to be restored with all of his minutes, text and date to its original service end date.
   
  We received a call from **************** on 08/10/2023 at phone number ************ complaining about the annual service that he lost since someone is messing up his account. He is claiming for the annual service that he added on 07/25/203 via airtime card. As we verified that annual service card with the reference number of ********** that he redeemed, it was voided to cover the chargeback. We explained it to the customer that there was no replacement of annual service. 
   
  We spoke with **************** on August 10, 2023, 2:18 PM EST at **********. As per conversation, **************** mentioned that someone added service into his account Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2023, regarding BBB Case number ******** complaint. 
          
  **************** complaint states that his account was freeze by ********************** due to credit card charges that he did not make and was denied by the card company. He wants his phone service to be restored with all of his minutes, text and date to its original service end date.
   
  We received a call from **************** on 08/10/2023 at phone number ************ complaining about the annual service that he lost since someone is messing up his account. He is claiming for the annual service that he added on 07/25/203 via airtime card. As we verified that annual service card with the reference number of ********** that he redeemed, it was voided to cover the chargeback. We explained it to the customer that there was no replacement of annual service. 
   
  We spoke with **************** on August 10, 2023, 2:18 PM EST at **********. As per conversation, **************** mentioned that someone added service into his account, and he did not make the transaction. Afterwards, the person who added the service into **************** account file a chargeback and cause the account deactivated. However, **************** was advised to purchase an annual service with the reference number of **********. The remaining service that he had before the account was deactivated could no longer be used, instead, they provided him a replacement of service with the reference ticket number of **********, but **************** would like to get the plan that he purchased for since it is not his mistake for the wrong service added into his account. Thus, we provided him a turnaround time which ***** business hours and we will call him back after the further investigation.
   
  We spoke with **************** on August 15, 2023, 11:05 AM EST at **********. As per conversation, we informed **************** about what happened to the service card that he purchased with an *** of **********. We informed him that since there is a service that was added into his account accidentally which is a one-year plan and a $15 plan, they let him purchase the $99.99 plan to void this one and to cover the charge back. Those services that was added into his account has a usage and he was provided a replacement of service and continued those plans that was added. His account was completely loaded, and he has a one-year plan and the other 30 days plan so thats why his service end date that would be on 01/04/2025. **************** understands with it and hoping that it would not happen again. We also informed him that the service card he purchased is equivalent of the amount of those services that was added into his account.
   
  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 BBB ticket number 1281738223.
   
  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:07/24/2023

  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'm not sure how long I've had service with StraightTalk. I subscribed to the $55.00 a month plan and my checking account would be debited each month around the 7th. I called to change my plan on the 18th of the month to the $45.00 plan and the company charged me twice in the same month for service I had until the following 7th of next month. I checked my statement and both transactions had been deducted one on the 7th and one on the 18th. I called to ask them about the charge and they told me there was only one charged. I told customer service the date for the deductions they would only verify the 18th. They stated they could not tell me the previous date that had been deducted.

  Business Response

  Date: 08/18/2023

  Dear ****************** *********************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/24/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you subscribed to the $55 service plan and the credit should be made around the 7th. You contacted us on the 18th to change your plan to the $45; however, this caused for the system to charge you twice. Upon contacting customer service to correct the situation, they stated they could not tell you the previous date that had been deducted.
  
  In reviewing your account, we identified two transactions, performed on 08/07/23 for a total amount of $54.00 and on 08/18/23 for an amount of $45.00 which corresponds to the previous plan added and the one paid to downgrade your service. You are eligible for a refund; however, it is imperative to speak with you in order to validate the accounts ownership before proceeding with the reimbursement.
  
  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.
  
  Moreover, we detected that your requested number ending in **** to be released to another service provider. Our records show that the phone number ending in **** was successfully released on 07/25/23. Port Reference
  Ticket No. 1280911998
  
  We attempted to reach you multiple times via phone at ************ and e-mails sent to ******************* on 08/09/23, 08/10/23, 08/11/23, 08/13/23 and 08/17/23; however, we were unable to speak with you. You responded to one of our e-mails requesting to be refunded. You were educated that it is protocol to authenticate your account first.
  
  If you still require assistance, you can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  
  Please refer to email reference number ******* or 1281746274.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Straight Talk Wireless.
  
  

• Initial Complaint

  Date:07/24/2023

  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 purchased my Tracfone circa **** at Radio Shack. Every October, I would pay $100 in Radio Shack and get 800 (double) minutes. Several years ago, Tracfone stopped selling minutes through Radio Shack and I had to start doing all my purchasing online. On 07/10/23, I had **** minutes and **** SMS units (screenshot of usage check available). On 07/14/23, I was not able to use my phone for either phone calls or SMS texts. I chatted with an agent, who tried to help me, but disconnected with me (unannounced) after nearly an hour. I chatted with another agent who told me I did not have a plan that allowed texts, and that I had always had this text-less plan. S/he told me I would have to call **************** in the morning. At this time, **** minutes and 0 SMS units (screenshot available). At 8:30 pm, I got a text message from **************** that my account information had been updated (screen shot available). On 07/15/23, I called ****************, which said they didn't have access to the data and they could not help me. I then chatted with a different agent, who took time to go into my account and told me that my account had been changed to a plan with no texts. He told me that I would have to contact **************** to have my SMS minutes restored. On 07/16/23, I called ****************. The representative told me that I did not have a plan with SMS minutes and had always had that plan. She disputed my claim that I had **** units on 07/10/23, asking me to justify how I could have accumulated so many minutes. When I explained about Radio Shack, she told me that Radio Shack never sold minutes. She claimed she could not verify my usage message from Tracfone on 07/10/23, showing the units I had. She also claimed she was not allowed to transfer my call to someone who was capable of helping me. When I did not back down, she offered me 300 SMS units, at which point I told her that I would be contacting the Better Business Bureau, in light of all the money I spent on units.

  Business Response

  Date: 08/18/2023

   Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that you used to have **** minutes and **** text messages on the balance of your line; however, on July 14, 2023, the service stopped working on your phone, you contacted customer support via chat and phone number, they could recover the minutes but not text messages, stating that you plan currently just allowed voice balance.
  
  We checked the account and find that it is active; however, the text messages balance was empty.  On our research, was found that previously you transferred you service from another device to your current phone, that process is identified with the ticket reference No. **********. There was a record for the complete balance that was also transferred, but due to an unexpected error on the process, the *** were not properly updated on your account.
  
  Using that information, we restored your balance for the text messages manually as a resolution, and we confirmed that they keep linked to your account.
  
  We attempted to reach you via phone at ************ and email was sent to ***************** on 08/09/2023, 08/10/2023, 08/12/2023, 08/14/2023 and 08/17/2023; 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 Tracfone Wireless.
  
  Sincerely,
  
  Tracfone Wireless ****
  
  

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last November i filed a second complaint (#********) concerning Tracfone's illegal termination of phone service, minutes which had been purchased by me, and time which had been promised to me by them in accordance with the BBB's resolution of the FIRST complaint i had filed. My second complaint was denied by the BBB because i had already filed a first complaint, which was supposedly resvolved. I attempted to re-open the first complaint as Tracfone rescinded the solution they had offered to resolved the first complaint. I have been waiting patiently ever since for an answer, but have not received one. Bottom line: Tracfone owes me over **** minutes and 12 months of phone service due to their incompetence, negligence, and the ignorance of their customer service. In the meantime, ********************** has sent me countless emails with offers of new phones and great service plans, all of which would cost the company more than if they would just reinstate my original service as they agreed to resolve my first complaint. Desired resolution: Restore my telephone service as per the original resolution offered by the BBB and promised by previous Tracfone **************** Representatives. Sincerely,*********************

  Customer Answer

  Date: 07/27/2023

  Tracfone (Kenay) called me to "resolve" the issue.  I asked that they honor their original agreement.  I was told that info was not in their system.  I repeated my explanation that I had spoken with other CSRs in the past (Trixie on 6/29 and June on 7/18) who VERIFIED that, to make up for all the problems they had previously caused, my service time had been extended to November 2023 (17 months total at that time).  I was told that info was not in their system.  I replied i was not responsible for their errors.  ***** was unable to help further so i asked to speak to a supervisor.  ***** called and said she wanted to resolve the issue for me.  I went through all the above again and asked her not to tell me what was not in their system.  After some discussion, she proceeded to tell me that the info was not in their system.  Her resolution was to offer six months of service, which is less than half of the offer i accepted, so i refused it as insufficient.  After more discussion, i asked why she couldn't make a better offer, and her answer was, "I won't," leading me to believe she could if she wanted to; she was just refusing to do so.  (Please listen to their recording of this call to verify that she said she "won't" make a better offer).  She said she will report to you that i refused her "best" offer.  My opinion is that her "best" offer is totally inadequate to compensate me for the problems Tracfone has caused by violating the agreement that resolved my first complaint with your office and the excessive time i have put into this trying to resolve this ongoing situation. 

  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 July 25, 2023, regarding BBB case # ******** complaint. 
  
  Your complaint states that you have not received a resolution for your previous complaint, you tried to reopen it, but it was closed as it was supposedly resolved. You state that we owe you **** minutes and 12 months of phone service for all the inconveniences.  
  
  In reviewing of your account, we found that you were granted with 60 days of service and **** minutes, text and 1.5GB of data on 06/15/2022 as resolution for the previous complaint. Refer to ticket # **********;  the days of service were added to the account. We have determined that a system error cause your account to not be provisioned with the services. We apologize for all the inconveniences this may have caused.
   
  Based on our review, we found the requested **** minutes on your previous account. Nonetheless, there is no written documentation that states that you ever had or were promised with 12 months of service.  

  
  We have contacted you on 07/27/2023 to the phone number **********; you have been informed that we can provide you with **** minutes, text and 4GB of data. We discussed the amount for days of service that we could honor you and our final offer to you was 6 months; however, you declined that offer and insisted in getting the 12 months. You explained to us that you were told that the due date for your services was for November 2023. We educated you that we will not be able to issue the end date that was identified in error and that we do not have a written documentation that support it. We send reminders to customers to let them know when the due date is, and have our ****** Text System that customers can access for assistance, and to get the due date and balance. We apologized once again for the miscommunication.
  
  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 1281015343.
  

  Sincerely,
  
  Tracfone WirelessExecutive Resolution Department

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20366595
  
  I am rejecting this response because: it is totally inadequate. 
  

  First:  no written documentationis very convenient.  Due to the various errors they have already admitted to which caused these problems in the first place, forgive my skepticism that their written documentation is correct in this case.  Further, I have provided names and dates of the CSRs who verbally verified my service time had been extended to November 2023 (please see my prior note).  When asked why TWO different CSRs at two different times would make the same undocumented mistake, they had no answer. 
  
  Second:  In Tracfones response, they state that they educated me. That is arrogant and condescending and totally unprofessional.  After the first CSR gave me the same old song and dance I'd gotten before, I spoke with supervisor *****, explained the situation and requested that she would not give me the same runaround and tell me what was not in their system and offer me a real solution that would prove to me that my satisfaction was important to them as they kept telling me over and over and over before saying they couldnt help me, and she agreed, saying, "I'm not going to do that."  After a short discussion, she proceeded to tell me that information was not in their system and refused to honor the verbal agreement that resolved my original complaint as noted above.  She told me 6 months was their best offer.  I replied that I could buy a card in the store that offered 1 year of service and asked why she couldnt even match that.  I was told that its different, and no other explanation was given. When I asked why she couldnt make a better offer, her reply was, I wont.  Not I cant.  She basically refused to offer a better solution.  And when I asked to speak with her supervisor, she said she was the one who made the decisions and there was nobody else I could talk to.  Really?  ***** is the company CEO, and does not report to anyone?  I may have just found out why there are so many complaints about Tracfone on ******** is she is the best they have to offer!  (sorry, kind of)
  
  Am I being unreasonable to expect to be treated with respect and dignity and not be educated by people who have proven themselves as incompetent?  Am I being unreasonable to expect a company to provide the service I was promised, by two different representatives?  In the meantime, I have received countless emails from Tracfone (including ones dated July 24, 25, 27 & 28) with these amazing offers of new phones and great services, all of which would cost the company MORE MONEY than if they would just honor the original agreement they made with me last June.  Hey, Ill even give yall an out:  Lie to me; tell me some BS story that the reps were not allowed to offer more than 12 months because that's the longest service plan you have and apologize for their mistake, but to make up for it youll give me a free 1 year service card.  Ill give you that one; Ill accept 12 months (plus the rollover minutes I have already paid for).  Just stop treating me like Im a stupid piece of dirt.  Is that really too much to ask???
  

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

  Customer Answer

  Date: 08/02/2023

  I do not understand your response:  - This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as:"Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." - when IN FACT, as i informed you with my correspondences on July 28 & July 30, "supervisor" ***** REFUSED to make a reasonable offer, REFUSED to answer my questions, and when i asked to speak with someone with more authority, she REFUSED that request as well.  This is NOT addressing the issue. I understand you are not a legal agency and cannot force businesses to act in a professional and ethical manner, your official response that "the business addressed the issues" is incorrect and will be misleading to the many complaints i am sure will follow mine.  Forgive me for being disappointed; I guess expecting a company to fulfill their own promises anymore or actually care about their product and customers is just unrealistic.  

• 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.

  In the past month or so both my business cellphones have been experiencing technical difficulties. When I attempt to make phone calls, I receive error messages such as "Mobile Network Unavailable". in addition, calls are frequently dropped and at times I am unable to retrieve my voicemail messages. I have reported the matter several times to Tracfone and Net 10 Wireless and they have done nothing about it. When asked to be compensated for the days I was not able to use my phone they are uncooperative. On July 21, 2023, I called to receive technical support assistance. The rep performed basic diagnostics and then told me the phone was working. He also stated that someone from their company would follow up and they did not. Perhaps they called and the call did not go through due to the phones malfunctioning. This company expects me to pay for services that are unreliable since calls are barely being sent to me and my texts are terribly delayed. The phone numbers currently affected are ************* and *************. Any other decent company would provide some sort of compensation to appease the customer. Yet this company and its employees are bold with their inefficient services. Please help me concerning this frustrating matter. Thank you.

  Business Response

  Date: 08/17/2023

  ************************************,
   
  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 number ******** complaint.  
          
  Ms. ****** complaint states that her phone is having service interruption with an error message Mobile Network Unavailable every time Ms. ****** tries to make a call. In addition, Ms. ****** experiencing dropped calls and unable to retrieve voicemail messages. Furthermore, it reached to a certain point that Ms. ****** would like to make a request for a refund due to inconveniences.  
   
  We tried to contact with Ms. ****** from 8/9/2023, 8/10/2023, 8/11/2023, 8/14/2023 on the callback number provided ********** however, it routed us to leave a voicemail message. On the 8/15/2023, Ms. ****** called us to make a follow up. Aforementioned, Ms. ****** is not eligible for the refund since we found a usage from the phone plan and the phone itself is now working. We suggested to give her compensations instead. Beforehand, we also checked that their were suspicious activities on the account wherein tons of replacements of units has been done. We made an escalation to our ****************** and *************************** (BAFM) to make a confirmation and they found out that theres no fraudulent activities from Ms. ******* account. Therefore, Ms. ****** is eligible to get compensated service days. On our 5th attempt on calling her, we failed to call her back since we get routed to her voicemail to leave a message.
   
  Furthermore, we thanked Ms. ****** for bringing this concern to us.
   
  If Ms. ****** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to ticket number 1281743041.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
  Executive Resolution Department 

• Initial Complaint

  Date:07/23/2023

  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 5/31/22, I bought an iPhone during a promotion given by Tracfone. The promotion stated that I would receive 6 months of service credit for my purchase. I signed up for automatic enrollment as prompted by Tracfone thinking the promotion would kick in later.In October, I called and the representative at the company stated I had purchased the phone during a promotion that promised six months of service, and I was granted the service. I had to call again in December because my phone had been deactivated. I called in again, the representative stated I had purchased the phone during a promotion and I would receive the service credit. I felt content that the issue had been resolved after dealing with it twice.In January, I had to call for a third time to state that I had not received the six months of service credit. The representative stated the only solution was to write a letter to the company because it had now been six months since the phone had been purchased. After writing the letter, I felt harassed by numerous representatives three months later. At the time, I spoke to one woman, I felt had the professionalism to handle the issue. I was promised the service credit. It was not granted. I called her direct line again six weeks later. Credit was granted for another month, but at the end of the month, the phone was deactivated. I am now requesting a refund for the phone I purchased since the service credit was not granted, and I have spent over 25 hours talking to the company, including a 4-month waiting time on letters to the corporate office. The most recent deactivation of my phone came while driving through remote areas of the country. The issue with my phone put my personal safety at risk. It is unacceptable to tell a customer the problem has been resolved on five occasions when the problem persisted. Purchased: May 31, 2022 Tracking number: 1ZY902R60208735227 Phone and service credit total: $337.46.

  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 24, 2023, regarding BBB Case number ******** complaint.  
          
  ****************** complaint states that she wanted refund since, her free six months service plan credit was not granted.
   
  Upon review, she has been calling to us three times already and that she was being provided the service plan three times also. This was on October 2022, December 2022 and January 2023. He plan was the $25 Unlimited Talk and Text with 3 GB of data for 30days. This promotion was advertise on the website as per customer said that when purchasing an iPhone and sign in as a new customer, he or she will be granted for a free of six month service plan credit. Balance inquiry shows that there is usage on the plans that was added on the account.
   
  Furthermore, as per process for giving a free service plan using a promotion is that there should be also a promotional code. This code is giving randomly and will be used as an authorized code. Whenever there is no promotional code provided is that we do apologize that we cannot ************** service plan. Airtime is not refundable, no exception can be made,there was usage on the service plan added. 
   
  If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to Ticket Number 1280937795.
   
              Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20362963
  
  I am rejecting this response because:        I am not satisfied with the response from Tracfone. They quoted that there was no promotion at the time I purchased my iPhone. I have been told by five different representatives they could see I bought my phone under the promotion prior to filing the report with BBB. I am done dealing with this issue. I fully believe Tracfone is not able to have a clear system of recording information from customers, makes promises that frustrate customers, and is an inefficient company.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2023

  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 sent back my cell phone they were going to replace it free. *** delivered it on 7/3/23 to ******** **.recieved by tillero have not heard anything yet can not seem to get a hold of anybody

  Customer Answer

  Date: 07/25/2023

  my phone was delivered by *** on 7/3/23 9:30 am the reciever that signed it his name is tillero  was sent to ******** **.

  Business Response

  Date: 08/22/2023

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2023 regarding BBB Case number ******** complaint.  
  
  ******************** complaint states that he sent his phone back and he was told that it will be replace for free. However, *** delivered it on 7/3/23 to ******** ** and recieved by *******, but he have not heard anything yet and he cannot get a hold of anybody.
  
  Our records show that ****************** did sent the phone back and *** delivered it on 7/3/23 to ******** ** and recieved by Tillero with a Tracking number 1Z6980XX9058256685. Moreover, it was forwarded to the Warehouse on 7/7/2023 and received by *********************** with reference RMA# ********. We also notice in our inventory reports that the ******** Moto g pure XT2163DL model is available since 8/1/2023 until 8/18/2023. However, there is no tracking number generated yet in the ticket number ********** and it is beyond 3 to 5 business days already. As of 8/21/2023 our records indicate that the replacement phone is out of stock. We apologize for any inconvenience this update may have caused ******************. A request has been submitted already to accelerate the process. There may be delayed response from our warehouse due to stocks availability. 
  
  We attempted to contact ****************** via phone number ************ and email ************************** on 7/25/2023 to discuss the status of the replacement phone and we were unable to reach him. However, we received a call from ****************** on 7/27/2023 and updated the replacement ticket number ********** and we advised ****************** to wait 3-5 business days for the shipment. We made another attempt to reach ****************** and spoke with him via phone number ************ on 8/1/2023, 8/4/2023, 8/7/2023 and 8/14/2023. We informed him that we already submitted a request to speed up the process of the replacement phone. However, there is no response yet on our request. In this case, we made another attempt to reach ****************** via phone number ************ and email ************************** on 8/21/2023, but we were unable to reach him. In order to assist the ****************** replacement phone, we will need to speak with him directly to offer a comparable model. Thus, we request that ****************** contact us back using our hotline number below.
  
  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 email reference number ******* or Ticket Number 1280891668.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  

• Initial Complaint

  Date:07/22/2023

  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.

  Within a few days prior to 07-22-2023, my TracFone cellular service was deactivated without reason, notice, or explanation even though I have almost 1 year left of airtime (I last checked my balance on 07-11-2023 and learned that my service was active at that time and my Service End Date was 07-07-2024, including ***** minutes, ***** SMS and **** GB data remaining). I contacted Customer Support Chat and they indicated I had to buy an airtime card to reactivate the phone, even though I had sufficient airtime before the deactivation and shouldn't be required to buy more. I refused to buy and requested to be connected to a supervisor. The agent refused to connect me with a supervisor and said I'd have to contact CS by phone if I wanted to speak with a supervisor. Quite the paradox - a deactivated phone but required to call for assistance.

  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 24, 2023, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that he wanted to reactivate and restore the remaining minutes on his account.
   
  Upon review, account is no longer associated to the network. It has a Lifeline ID ******** attach to the account. It was created on 09/14/2012 and was enrolled on 10/04/2012. It has a plan of ***** FREE monthly minutes & unlimited texts with 4.5GB/month of FREE data. On May 25, 2021, he requested to be no longer with the program. It has a notification flash that reminds us to not use AWOP to re-activate this customer. This customer must provide a pin or purchase airtime to re-activate their service.
   
  Furthermore, if he wishes to reapply for Lifeline and/or Affordable Connectivity Program, visit safelinkwireless.com. You can also go to safelinkwireless.com or Tracfone.com to purchase a service plan and reactivate your service.
   
  We reach ************ multiple times via phone number that he provided and on his e-mail address, but we were unsuccessful, and we are still waiting to hear from him.
   
  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 email reference number ******* or Ticket Number 1280930038.
   
  Based upon the foregoing, we will close this matter unless we hear from you.

  Thank you for choosing Safelink Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20361113
  
  I am rejecting this response because:

  This company is completely inept.

  I started with Tracfone MANY years ago. After several years with them, I enrolled in the Lifeline program. When no longer eligible, I requested to be no longer with the program. But I did NOT discontinue my subscription to Tracfone - I continued normal service with them. In July of 2022, I purchased and activated TWO 1-year airtime cards purchased from tracfonewireless on **** (Tracfone Prepaid Wireless Smartphone SIM+Plan-1200 Min,1200 Txt, 3GB Data). That's TWO of these cards, giving me TWO years of airtime, which is why my balance showed "Service End Date 07-07-2024, including ***** minutes, ***** SMS and **** GB data remaining." Are they now purporting that I ended my phone service on May 25, 2021 and am suddenly NOW, after over 2 years of no service, demanding to have my service reactivated?? This company needs to get a clue and learn to keep better records of customer accounts. My ********************** service was active and working as of a few days before 07-22-2023 (the last communication using the service I can prove is the balance request on ********* showing an active line, expiring 07-07-2024). 

  I continue to demand my service be reactivated and my airtime be restored, WITHOUT a required airtime purchase (as I had a substantial amount of airtime when they disconnected the service). Of course, the phone number is unreachable - get a clue, you disconnected it!! The email address is current and is what BBB uses to contact me (and I get THEIR correspondence, so I contend that Tracfone has NOT tried to contact me via email, as I have NOT received any correspondence from Tracfone (yes, I've checked my spam folder)).
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 08/14/2023

  CORRECTION: The TWO airtime cards I purchased on **** were not directly from tracfonewireless and did not include any minute/texts/data. They were purchased from a 3rd-party seller and only included the one year of service each, extending the service for TWO full years but adding no minutes/text/data. I have confirmation in my phone that, on July 8, 2022, these TWO airtime cards of 1 year each were SUCCESSFULLY added (a text to Tracfone requesting my balance showed that my service end date had SUCESSFULLY changed from July 9, 2022 to July 7, ****, and my phone service was continued).

  Customer Answer

  Date: 08/14/2023

  Attached are a copy of the **** purchase details of the airtime purchase (indicating WHAT, exactly, was purchased and when), and a screenshot of texts to Tracfone requesting balance (showing a balance "before" airtime added and "after" airtime added, including dates and times, which were obtained during the process of the airtime being added in order to confirm they were properly added).

  Business Response

  Date: 08/23/2023

  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 no phone number has been provided.
  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: 08/23/2023

   
  Complaint: 20361113
  
  I am rejecting this response because:
  

  Still pending; this is no assurance of a resolution (especially considering this company's past conduct). No phone number was provided since my phone service was prematurely and unjustly disconnected by this company, but, as suggested, I have replied via email, awaiting response and phone service reactivation.

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

  Business Response

  Date: 08/29/2023

  
  Dear *****************,
   
  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.
  The system indicates that your **************** has been canceled since 2022.
  Based on the information provided Mr. **** is stating that you have reapplied via email we do not take applications via email. Mr. **** you will need to reapply online to www.safelink.com.
  In order to reactivate your service,you will need to purchase service.
  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 SafeLink Wireless. 
  Sincerely,
  
  *************************
  Safelink Wireless, ****
  BBB Specialist 

  Customer Answer

  Date: 08/29/2023

  The information they provided is irrelevant to my issue. I was not in their Safelink program at the time of disconnect, am no longer in the Safelink program, and am no longer eligible for the Safelink program (as previously indicated). I discontinued with the Safelink program long ago and continued with standard Tracfone service, purchasing and adding 2 years of service last year, which extends until next year. Therefore, I am entitled to one more year of service (incl. the mins/txts/data that I had on the account when disconnected). I can't "reapply" for Safelink since I'm not eligible. And I don't need to purchase more service to reactivate, as I still had 1 year of service (which I purchased and added) along with mins/txts/data already on the account. They simply need to reactivate my standard, NON-Safleink Tracfone account and restore my service, mins, txts, & data. They are now simply failing to comprehend and just replying with gibberish in order for you to close the complaint as if they "tried." Unfortunate.

  Customer Answer

  Date: 08/29/2023

  P.S. Forgot to add that I NEVER attempted to apply for Safelink via email. As I mentioned, I am no longer eligible for Safelink so why would I?? Just additional baloney they add to their reply to appear as if they are trying to resolve the issue and that *I* am the one not following procedure. Sad.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20361113
  
  I am rejecting this response because:The information they provided is irrelevant to my issue. I was not in their Safelink program at the time of disconnect, am no longer in the Safelink program, and am no longer eligible for the Safelink program (as previously indicated). I discontinued with the Safelink program long ago and continued with standard Tracfone service, purchasing and adding 2 years of service last year, which extends until next year. Therefore, I am entitled to one more year of service (incl. the mins/txts/data that I had on the account when disconnected). I can't "reapply" for Safelink since I'm not eligible. And I don't need to purchase more service to reactivate, as I still had 1 year of service (which I purchased and added) along with mins/txts/data already on the account. They simply need to reactivate my standard, NON-Safleink Tracfone account and restore my service, mins, txts, & data. They are now simply failing to comprehend and just replying with gibberish in order for you to close the complaint as if they "tried." Unfortunate.
  Sincerely,
  
  *****************

  Business Response

  Date: 09/14/2023

  Dear ****************** 
  
  The system indicates that your **************** has been canceled since 2022.
  Based on the information provided Mr. **** is stating that you have reapplied via email we do not take applications via email. Mr. ***** you will need to reapply online to www.safelink.com.
  
  The system does not indicate purchased of service in the previous past. To activate your phone, you must also purchase and redeem a Tracfone wireless plan (Plan). For more information about our Plans visit our website.

  
  You may activate your Service online by visiting our website at tracfone.com or by calling ************************ from a phone other than the one you intend to activate.

  
  All the above information has been provided, so we will consider this matter closed.
  
  Thank you for choosing SafeLink Wireless. 
  
  Sincerely,
  
  *************************
  Safelink Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 09/15/2023

  Not sure why this was updated with an old response from the company. (Just FYI, they still haven't restored my service and mins/txts/data.) For the integrity of the complaint and my arguments, here is my previous response to the company's blather in their message:

  The information they provided is irrelevant to my issue. I was not in their Safelink program at the time of disconnect, am no longer in the Safelink program, and am no longer eligible for the Safelink program (as previously indicated). I discontinued with the Safelink program long ago and continued with standard Tracfone service, purchasing and adding 2 years of service last year, which extends until next year. Therefore, I am *********** one more year of service (incl. the mins/txts/data that I had on the account when disconnected). I can't "reapply" for Safelink since I'm not eligible. And I don't need to purchase more service to reactivate, as I still had 1 year of service (which I purchased and added) along with mins/txts/data already on the account. They simply need to reactivate my standard, NON-Safleink Tracfone account and restore my service, mins, txts, & data. They are now simply failing to comprehend and just replying with gibberish in order for you to close the complaint as if they "tried." Unfortunate.

  P.S. Forgot to add that I NEVER attempted to apply for Safelink via email. As I mentioned, I am no longer eligible for Safelink so why would I?? Just additional baloney they add to their reply to appear as if they are trying to resolve the issue and that *I* am the one not following procedure. Sad.

  Customer Answer

  Date: 09/15/2023

  And in response to that: I have provided evidence that I had, in fact, purchased service in the recent past, which extended into the middle of next year. So, no, I am not required to purchase additional service.

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20361113

  
  ----See consumer's attached proof---

  And in response to that: I have provided evidence that I had, in fact, purchased service in the recent past, which extended into the middle of next year. So, no, I am not required to purchase additional service.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 09/15/2023

  I appreciate that, but, honestly, I don't know if putting you through that trouble is worthwhile. They require that I be available to receive a phone call to discuss (still requiring me to purchase more service)... but I no longer have a phone since they turned off my service (plus their service reception is bad in my area and I only use their service for travel, so even though they temporarily activated service at one point to try to resolve, they still couldn't get through). They need to recognize that I purchased 2 years of service last year and my service was not to be disconnected until next year (if I didn't extend further then), and they need to recognize the error was on their part so they should fix it without me having to jump through any hoops.

  Business Response

  Date: 09/19/2023

  Dear ****************** 
  
  The system indicates that your **************** has been canceled since 2022.

  
  Based on the information provided Mr. **** is stating that you have reapplied via email we do not take applications via email. Mr. ***** you will need to reapply online to www.safelink.com.
  
  
  Mr. ***** based on the information you have provided to us on the attachment, for me to reach you via phone I had to activate your account for the phone number ending in **** the system indicated a service end date of July 27, ****. That is not considered as purchased service that has been made from your account.

  
  The system indicates the last purchase that was made from you was on April 02, 2021, for a 1-year service card that has already expired as a service end date.

  
  Mr. **** base on your purchase history in order to reactivate your account you will need to purchase service.
  To activate your phone, you must also purchase and redeem a Tracfone wireless plan (Plan). For more information about our Plans visit our website.
  
  You may activate your Service online by visiting our website at tracfone.com or by calling the ************************ from a phone other than the one you intend to activate.
  
  All the above information has been provided, so we will consider be considered as a final response.
  
  Thank you for choosing SafeLink Wireless. 
  
  Sincerely,
  
  *************************
  Safelink Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 09/19/2023

  (BBB: I understand that you, the BBB, want this closed, and that apparently is your only option at this point since Tracfone continues to misdirect with chaff, but I can't let the last message by the company contain so many falsities without a response.)

  I didn't "reapply" for anything via email. Your previous allegation was that I reapplied for SafeLink/LifeLine via email, but I haven't even been eligible for SafeLink for years, so I never "reapplied" in any manner... for anything.

  The attachment I provided (showing an expiration date of July 7, ****, not "July 27, ****") is dated July 8, 2022 ("2022", not 2023) and was added to this complaint on August 14, 2023, WELL BEFORE you temporarily activated my line to try to reach me on August 29, 2023. STOP PROVIDING FALSE INFORMATION TO TRY TO JUSTIFY YOUR INACTION AND INCOMPETENCE.

  Your "system" may show my last purchase DIRECTLY from Tracfone was in 2021, but I purchased 2 years of service from a 3rd party last year, which would extend into the middle of next year. You might just be looking at SafeLink history and not recognizing that I left the SafeLink program and continued with regular Tracfone service on the same phone with the same phone number. The 2 years of service was SUCCESSFULLY added last year, and my service was supposed to be active until July 7, ****, as my account showed, but it was deactivated in mid-July of this year. If the 2 years I purchased had not added SUCCESSFULLY, you would have an argument that it was never added, but it added SUCCESSFULLY and changed my expiration on my account to July 7, ****. I had service for the first year - from July of 2022 to July of 2023 - without interruption and I have evidence of calls and texts during that time, so the service was active and the expiration was correctly shown on my account as July 7, ****. WHY WOULD I GO A YEAR (2021-2022) WITHOUT SERVICE THEN SUDDENLY, OUT OF THE BLUE A YEAR AFTER MY SERVICE WAS DEACTIVATED, CLAIM I SHOULD HAVE A YEAR'S WORTH OF SERVICE? I didn't. AND WHY WOULD I ACTUALLY BE INSISTING THAT THE FIRST YEAR WAS ACTIVE (WITH PROOF) INSTEAD of SAYING THAT THE FIRST YEAR WAS NOT ACTIVE AND YOU THEN OWE ME TWO YEARS OF SERVICE? My service was active for the first one of the two years I added in 2022, then was deactivated in 2023 even though my account indicated it expired July 7, ****, so you owe me just one year of those two years of service (and my previous mins/txts/data).

  I do not need to purchase any more service/airtime because I had already purchased service and airtime to extend into July, ****.

  (BBB: You notice how he signs off as "SafeLink" even though I am no longer in Tracfone's SafeLink program and haven't been for years, so you can see how it is HIS error not to consider the fact that I did leave the SafeLink program but continued with regular Tracfone service, including the 2 years of service added in 2022. If only HE could recognize. ????? No one from the SafeLink program should be addressing this issue, since I am no longer a part of that program. I simply have the regular Tracfone service, so the history wouldn't be with the SafeLink program but with regular Tracfone.)

• Initial Complaint

  Date:07/20/2023

  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 requested Service with Total Wireless a Sim card was mailed to my address. I put the Sim card .In my Phone also called two or three times . However I was waiting for the service for around one week in which I was without service Nothing. Phone or internet. Then I resided to switch to a different provider And had no problems. They provide me with service. My demand can be very easy verified. i just demand proof of the usage of my phone with Total Wireless. Again I was disconnected for around one week. Also my calls can be verified. I called from my Home phone . Due that I had no service with Total Wireless . I ignore if the Service or signal is good with them because I had no Service.I demand the Total wireless send a copy of my calls made to them requesting .Service. I was intercommunicated with my ************. And yes the they had my Phone Number with them But . I had the sim card in my phone . No service provided.I called to ***************** And I was told that the. Money paid to them will be credited to my Credit card which never happen .Previously I had Service with them. Without a problem. However this time Nothing.Other wise I demand proof of usage .Respectfully ***************************

  Business Response

  Date: 07/26/2023

  July 25, 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 # ******** complaint.
  Your complaint states that you activated your services with Total Wireless; however, they were not working. Therefore, you decided to port out your number. You are now requesting to get the records for calls made to us.
  We reviewed your account and we found that we attempted to port in your number on 04/25/2023 and was successfully activated on 04/28/2023. Refer ticket # **********. Furthermore, your phone was ported out on 05/05/2023 as per ticket # **********. Based on our usage records, no phone calls were made from that phone to us. If you want to get call records, you will need to contact the service provider of the phone that you used to contact us.
  We attempted to contact you on 07/23/2023 to the phone number ********** but got no answer.
  We spoke with you on 07/24/2023. You stated that you no longer want to continue with the complaint and that you are inquiry on coming back to Total by *******; therefore, you agreed to be contacted on 07/25/2023 to continue with that process. Nonetheless, you said that you do not wish to transfer your number at this time and that we can close the complaint as no more assistance is required.
  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 1280792812.  Based upon the foregoing, we will close this matter unless we hear from you.  

  Thank you for choosing Total by Verizon.
  
  Sincerely,
  
  
  Tracfone Wireless Inc.

  
  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a phone on Tracfone that has had continuous service for over a year, but they refuse to unlock it, claiming that I still need 190 days more of service to finish out a year. This is patently not true. They told me on or around Feb 3 that I needed 127 more days of service, and I have purchased continuous service since then. I want them to unlock my phone. They are trapping me in their service.I am enclosing receipts for the latest two dates when I renewed my plan (after they told me I had only 127 days left - you can see that the first of these was from 2/3/23, more than 127 days ago. the second is from 4/30/23. I'm also attaching the original receipt for purchase of this phone, which you can see was well over a year ago (8/29/21). I have only had Tracfone on this phone since that date, but I do recall that there was some reason that the clock had restarted ~6/15/22. Regardless, that is more than a year ago. I simply have no idea where they are getting that I still have 190 days left to complete a year on this phone.I'll note that Tracfone doesn't allow customers access to their past transactions for more than 90 days prior to the current date, making it impossible for me to find the other documents I would need to prove that they are wrong about their date. (Their receipts also only list the price, not how long the service is for). This is very frustrating, and I believe is done on purpose to make it as difficult as possible for any customer to prove a claim.I will probably have to purchase more service because my current plan expires on 8/2/23, and I am afraid that if I let it expire I will somehow end up being trapped in Tracfone for even longer. I therefore will also want my money back for anything I have to purchase after today to keep my plan running.

  Business Response

  Date: 07/31/2023

  
  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/21/23, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have a phone on Tracfone that has had continuous service for over a year, but you were told that we will not unlock your device as there are 190 pending days.
  
  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.
  
  Unlocking a Tracfone Wireless device refers to disabling software that would otherwise prevent you from activating the device on another carriers network. However, due to different carrier technologies, an unlocked Straight Talk device may not work, or may experience limited functionality, on another carriers network. Straight Talk is not responsible for any limitations of service, or otherwise, resulting from the use of an unlocked device on another providers network.
  
  For Customers with Apple devices: Straight Talk will automatically unlock the device when it becomes eligible for unlocking. For all Apple devices activated with Straight Talk prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active ********************** For Apple devices activated with new ********************* on the Straight Talk network on or after November 23, 2021, the device will be automatically unlocked sixty (60) days after activation in the absence of an indication of fraud.
  
  By checking your account we found that your phone is indeed eligible for the unlocking process without having to pay for more services days.
   
  The unlocking request was processed under the ticket No. ************ and now the phone is ready to be unlocked.
   
  The last step to complete is to send you with a compose e-mail where you will need to follow some instructions in order to conclude with your request.
  
  We attempted to contact you via phone number at ************ and email was sent to ********************** on 07/23/23, 07/24/23, 07/25/23, 07/26/23 and 07/30/23; however, we were unable to speak with you.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or **********.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.