Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,484 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/20/2023
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.
PENFED ************* has requested a personal, phone bill for identification verification. Provide, most recent, Tracfone phone bill, to *************************** at phone number ************, with **** mail to ********************************************************************.
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 07/20/23, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting the most recent phone bill for identification verification.

Due to the nature of the services that Tracfone Wireless provides; we do not expedite billing information as all of our services are prepaid. Therefore, in the case that you desire to obtain billing information we will suggest you contact your financial institution with the aim of acquiring the aforementioned material.

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.
Customer Answer
Date: 08/01/2023

Complaint: 20351659

I am rejecting this response because:

Send Tracfone Activation Confirmation Via EMAIL at ********************************.

Sincerely,

***************************
Business Response
Date: 08/16/2023
Dear ***************************,

We have attempted to contact you via phone-to-phone number ending in **** but unsuccessful in reaching you.
To provide you with a resolution we will need to speak to verify account information as per security purposes.What will be a good contact phone number where you can be reached and time?
You may reach me directly via email to *************************.
Thank you for bringing this matter to our attention.

Thank you for choosing Tracfone Wireless.
Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:07/20/2023
Type:Order 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.
Paid for data service for an active tracfone wireless phone thru their website, while logged into account and verified the correct phone was listed. data service was not added to the phone. both website based and phone based customer service lead to recorded message to call during business hours - even when calling during listed hours and it is not a holiday.
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 July 20, 2023, regarding BBB case # ******** complaint.
Your complaint states that you paid for data service for an active Tracfone wireless phone through our website, while logged into your account and verified the correct phone was listed, your data service was not added to the phone.
You did not provide an alternate number or your account information. We searched our system by using your name, email address and contact number and we were unable to locate an account in our system. In order to provide the best resolution, we need to talk with you, to get your account information.

We have attempted to reach you multiple times via phone ********** and via email *********************** on 07/23/2023, 07/24/2023, 07/26/2023, 07/27/2023 and 07/30/2023, however, you have failed to respond our calls. On 07/27/2023 we received an email from you, in which you stated that you reversed the charges with your bank and that you do not want to have Tracfone service anymore.
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 1280798218. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless, Inc.
Initial Complaint
Date:07/20/2023
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.
On 2/14/2023 I ordered a new cell phone and annual usage plan from Tracfone. The phone was $94.99 and the usage plan was $199.00 to cover 365 days. A month passed and I had not received the phone so I cancelled the order. The next day the phone arrived so I reinstated the order. This is reflected on my credit card statement.After this the company began double billing me for my original MONTHLY plan on top of the YEARLY plan I had just purchased. I contacted them and it took four months of erroneous charges for them to correct, or so it seemed. After it appeared things were back on track my phone was shut off. They said it was because of insufficient funds. I called many times trying to show them I was paid up for a year, supplying them with the original purchase order and my credit card statement that reflected this payment. They maintained they were unable to re-activate my phone because they lacked the tracking number of the phone, which I no longer possessed because so much time had past since I received the phone from them via **** So, as a result, I am left with an inoperable phone ($94.99), no way to re-activate it, and a paid years worth of usage ($199.00) that is unusable. I had to go to another company, ***** buy a new phone, change my phone number because Tracfone wanted to charge me $200 to unlock the phone I had, and set up an account with ***** I am seeking restitution for $199.00 to cover the funds they have robbed me of, and $94.99 for their phone that I purchased and am unable to use.I can provide documentation if needed.
Business Response
Date: 08/15/2023
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/20/2023, regarding BBB Case number ******** complaint.

Your complaint states that on 02/14/23 you purchased a phone along with an annual service plan via website. After a month, you received the phone and reinstated the order. After activating the phone, you were charge monthly on top of the yearly plan already purchased. Eventually, the situation was taken care of; however, the annual plan was never added to your account which resulted in you activating a new service on a different service provider and requesting a refund for the total amount of the order.

In reviewing your account, we were initially unable to locate an order made and records do not show that the annual plan was added.

We spoke with you via phone at ************ on 07/24/23 and you provided us with the order number ********* which shows that a phone and a service plan were purchased per Merchant ID *******************. Therefore, we determined that you are eligible for a refund for the service plan unused; however, to receive the refund for the phone, you would need to return it.

We attempted to reach you via phone and e-mail at **************** on 07/27/23 but were unable to speak with you.

On 07/30/23 we contacted you again via phone and explained that to receive a refund you will need to return the device and sent the instructions via e-mail. Once we receive the phone, the refund will be processed automatically.

You replied one of our e-mails on 08/02/23 with the **** tracking number ********************** which shows it would be delivered to us on the 5th. You also mentioned that the credit card used has a different exp. Date and CVV which caused for the system not to be able to process a refund. The phone was received by our warehouse and an automatic refund was initiated but could not be completed due to the credit card mismatch. As a result, we have escalated the situation and agreed to contact you back to confirm if it would be process automatically or via check.

On 08/15/23 we spoke with you and explained that we identified a chargeback processed on 03/31/2023 to return the funds to your card account. Transaction reversed: B2C2023021439888721. Amount: ******* USD. Therefore, you will need to contact your Financial Institution for further assistance.

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 1280837151.
Thank you for choosing TracFone Wireless.

If you have any further questions or concerns,

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/16/2023

Complaint: 20349551

I am rejecting this response because:
it appears from their response that Tracfone is not explaining the full list of sequences that occurred which is the basis of my complaint. It also goes against what I have recently been told personally by their representative both verbally and in writing where I am to receive a refund of $327.42 applied to my updated credit card.
in their response to you they have neglected to include the second re-bill for said amount which is the basis of this complaint. I was originally billed as they state, then credited that amount because I cancelled the order due to non delivery of the phone, then was re-billed a second time after the phone was delivered. It was after the re-bill that all the trouble started and I began getting charged monthly on top of the yearly plan I had paid for ($199.99). They corrected that but de-authorized my phone for lack of payment rendering it useless. I was told they were unable to re-authorize even though it was evident that I had paid for the yearly plan. So I then had a phone I could not use and they had my money for the phone AND the money towards a years worth of service. This has been going on since Februarys 2023. It was after I logged a complaint with BBB that I began getting the attention of a Tracfone rep who has been working on this case. As of this Sunday, 8/13 I was called and told a credit of $327.42 will be applied to my updated credit card and it will take approximately 30 days to show up. My credit card company so far has no record of a credit being issued. The wording on their latest response to you does not reflect it either , if I am reading it correctly. Its very confusing and looks as though they are back to not recognizing the re-bill that is the crux of the matter. Its as though someone other than this representative that has been in contact me has not written the response you received and someone other than her, who does not understand the extremely complicated situation has responded to this case. Therefore I am rejecting their response until I finally receive the refund I am rightfully due.

Sincerely,

*****************************
Customer Answer
Date: 08/29/2023
Can you explain what course of action, if any, the BBB takes if the business does not respond to my rejection of their summation of the claim? Thank you
Business Response
Date: 08/30/2023
Dear *****************************,

We are currently reviewing this matter to provide you with a resolution and will provide you with an update.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Business Response
Date: 08/31/2023
Dear *****************************,

On September 31, 2023, we have processed a refund for an amount of $327.29 concerning for the return of order number 105193824.
Please be advised it will take up to 30 business days to receive the check via mail.
All the above information above has been provided, so we will consider this as a final response.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/31/2023

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, with the caveat that I do indeed receive the refund check as promised within the specified period of time.

Sincerely,

*****************************
Initial Complaint
Date:07/20/2023
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.
I contacted Straight Talk on 7/18/23 via chat regarding a phone that I wanted to bring from Tracfone/Safelink to Straight Talk. I asked if that was possible, she told me that the phone would have to be deactivated from that carrier & then reactivated on straight talk service. I told her that would be fine. She deactivated the phone asked me what type of plan I wanted. I told her I wanted the $35 plan & I provided her with my credit card info. She then told me the phone would not activate and she would have someone call me in approx.. 15 min. No one called me back, I called back & went thru the entire issue again for someone to try to fix the issue just to be told they would have someone call me. Someone called me this time approx.20 min later however did not fix the issue. I was told that someone else would have to call me. This went on in this matter with me waiting for a return call, not receiving it, me reaching back out to straight talk on their phone line, to getting disconnects & having to call back. I was finally told that the phone would be working my morning that this just takes time. That did not happen. I called back again the next morning, the issue is still not fixed and no one can explain to me what is wrong. All that I know is that I had a working phone before calling Straight Talk and now I do not. My son uses this phone and is going out of town on 7/20/23 and I expressed my concern and told them that he had to have service before he left. Since no one has been able to activate my account I was forced to borrow a older phone that was not on a plan and purchase a prepaid plan thru ******** I worked with Straight Talk from 6-10:30 on 7/18 and again for hours on 7/19. This is not acceptable! Bc of Straight Talks incompetent employee my son has no phone at all. As I shared with the rep. I needed it fixed bc he would be traveling. I ended up having to borrow an old phone and take out a ******* prepay plan, costing me an additional $45.63.
Business Response
Date: 07/24/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint.
This response is in reference to your correspondence dated July 20, 2023, regarding BBB case # ******** complaint.
Your complaint states that after transferring your phone number from Tracfone/Safelink to Straight Talk you were unable to use your phone; therefore, you decided to contact Straight Talk customer service but they were unable to help you.

In reviewing your account we noticed that there was a system issues that caused the service interruptions, we apologize for any inconvenience this may have caused you. We have since updated your account and can confirm that the account is now well provisioned with the right information; in addition we issued 30 days of courtesy airtime to your account on 07/24/2023. We need to contact you to verify the functionally of the device.

We successfully spoke with you via phone at ************ on 07/24/2023 we were able to verify that the phone was working properly and we provided our assistance adding a second line to your account.
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 1280825977.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.

Sincerely,
Straight Talk Wireless ****
Customer Answer
Date: 07/25/2023

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. The phone is now working and I do have one month free of service, however the representative was unable to set this up on autopay starting in Aug with the lower plan. They suggested I give Straightalk a call back and get that set up. I was hoping to avoid that ** of this last issue. Guess we will see if I get a better representative.

Sincerely,

***********************
Initial Complaint
Date:07/19/2023
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.
On July 19 2023, I tried to activate my new phone and transfer all the data from my previous phone number. I could not do this because Tracfone requires a text code from the previous phone. My previous phone is broken and will not work. Tracfone does not allow any other forms of verification, for example a code sent to an email address. I want to activate my phone and transfer all of my data from my previous number. I cannot find a resolution to my problem. Please help me. I've tried everything including contacting customer service and offering to take a selfie and uploading my social security number. I even talked to many authorized Tracfone dealers and they refused to help. Thank you.
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 07/30/23, regarding BBB Case number ******** complaint.

Your complaint states that you on July 19 2023, you tried to activate a new phone by transferring all of the information from a previous device you had by keeping the same phone number. However, you stated that it was not possible due to the authentication procedures that Tracfone performs unable then the option of finishing the process.

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.

Our records show that the phone number ending in **** was successfully transferred on 07/24/23 to a new device. Upgrade Reference Ticket No 1280834987

We successfully spoke with you via phone at ************ on 07/30/23 and we checked services with you; shortly after, you mentioned that everything was properly working.

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

Please refer to email reference number ******* or 1280678140.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/01/2023

Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:07/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a TracFone from HSN a couple months ago and I still had data in minutes left on my old phone so I use that until I was supposed to change to my new phone.It was advertised on TV that HSN had to deal with TracFone to give me **** free data, **** free phone calls and **** free texts. When I switched from my old phone to my new phone not only did the phone not work as far as text messages and phone calls when I called to get help the people would either hang up on me or discontinued the chat text. I don't know if they weren't aware of what I was saying or they were just being rude.I went for two or three weeks without any text or any way to get a hold of people via phone. Then it magically started working. But that ended today on July 14th 2023. I'm in the same situation with my text and my phone. I can only use data because I have a Wi-Fi in my home otherwise I would be out of luck.I just want to get my **** free phone data and text like I was promised then I will continue to pay them like I did last year. Maybe you can get through to them because I can't as I can't call them. And when I text them they quit my chat in the middle. They're all sweet and nice and I am too because I know how they take to rude people. So I was never rude but they were in every encounter. I did it through chat and I did it by phone when I could use my phone.All I'm asking is that the honor my purchase with the **** ********* and phone minutes. Or send me a new phone that really works. If I owe them money which I don't because I'm supposed to get in **** free stuff then I don't know I am very disabled as I had a stroke and my mind doesn't work is it once did. I can't do things that require too much thinking.Please Rush this as I am unable to get any family texts and my uncle just passed away today. I'm on a family thread that I can't get in I can't call and I can't get a hold of anyone. And I don't want to bother my family because their dad and their husband just died. Please help me.
Business Response
Date: 07/25/2023
Dear Ms. ****************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/19/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a TracFone phone from HSN as you were promised **** minutes, text messages and data due to a Promotion between TracFone and HSN; however, after transferring your phone number and service, the promotion was not applied. You would like to either receive the benefits or a functional phone to be sent to you.

Based on the usage records we reviewed for your account for the last 30 days of service, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period.

Moreover, we have determined that that a service replacement was provided to your account on 07/15/23 per ********** and based on the records, your balance seems to be accurate.

We successfully spoke with you via phone at ************ and were able to confirm that the **** voice, texts and **** MB of data were added to your account and will carry over once the current unlimited plan ends.

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 1280676777. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:07/19/2023
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've been with Tracfone for 5 years. I purchased a ******** phone from them 2 years ago. Ever since then, every month or so it does an update the *** changes and I have to call them to get a different ***, reset my wifi settings and they have to reconnect me to their network. It typically takes 5-6 employees and hours to get it right. On 7/17/23, my phone did an update and I checked the data. Of course it was off. I called and spoke with employee after employee who could not fix ***************, I finally spoke with a mgr who fixed it. I asked her to close out the ticket the previous employee did as I knew if it wasn't closed out, my phone wouldn't work. Sure enough, on 7/18/23, my phone wasn't working. I did have data. After 5 hours, 8 employees and 3 corporate managers, I went from not having data to not having data, phone or text. They could not figure out what the issue is and began saying it was my SIM card. They tried this before. It isn't. I am now without any form of phone for 3 days and I am disabled. The employees are untrained and do not know how to fix their issues. I tried to transfer my plan over before to another carrier but they do not provide the proper transfer pin. I had to cancel that contract and stay with Tracfone. They try to tie you to them and refuse to let you go. I have opted to $8 more a month and pay for a phone rather than transfer my existing phone number because of Tracfone's incompetence, negligence and underhanded consumer retention tactics. I have began a plan with a new carrier and they've sent the phone. I am paid up with Tracfone until 9/8/2023. I want a refund of the last 2 months and to be refunded up until 9/8/2023. In the previous two months, I have had to dedicate more than 24 hours speaking with Tracfone employees. I paid for services I did not receive, and I was unable to make phone calls or receive texts for days on end because of their issues. If they refuse, legal recourse is my next step.
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 July 19, 2023, regarding BBB Case number ******** complaint.

Ms. ****** complaint states that the *** settings of her phone always changes that is affecting her data connection. She always calls us to update the settings and restore the internet on her device. Moreover, it happened again that the internet stopped working yet still unfixed after several calls. The issue even elevated from data not working to-all services not working. She decided to transfer to another service provider and acquired new phone number since she was not able to transfer it due to the number transfer pin. She wants a refund for the unused service since she still has service remaining.

In reviewing Ms. ****** account, our record shows that it is no longer active. She made several calls of service issues but since she has been calling from her device; we were not able to complete all the necessary troubleshooting. There is further troubleshooting that could have been done which could lead to network escalation given that her phone is not defective however, out of frustration she decided to move to another service provider and discontinue the service.

In addition, since the phones other features has been working for the previous months, we cannot *************** amount of the refund she is requesting. Moreover, refund process requires account authentication. Thus, we need to speak with her to verify the account.

Due to limited contact information provided and with Ms. ****** request to contact only thru email, we did not contact her by phone. Thus, we attempted to contact her thru email ************************ on 07/20/2023, 07/21/2023, 07/24/2023, 07/25/2023 and 07/28/2023 however, she refused to provide another contact number and she responded that she wants the refund of $139.68 to be processed; however, due to the nature of her concern, we need to speak with her to provide further assistance. Yet, we are still waiting to hear from her.

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

Please refer to Ticket Number ********** and email reference *******, *******, 5191925.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/01/2023
The information TracFone submitted is inaccurate.
First, none of the features (data, internet, phone, text) were working. Other than being a heavy clock, the phone served and serves no purpose.
Second, I contacted TracFone twice on the phone number they provided to you for resolution and both times had to go over every aspect of the complaint. Each agent was clueless. The second time I had been returning a call after speaking with ****** (at the same number)two days prior. He has guaranteed that progress would be made and upon calling it was clear nothing had been done and we had to start the process from scratch again. The agent did not even have a record of the call with ******. Thankfully, I have documented evidence of each call that took place. Both times, I was on the phone for over an hour with each associate.
I have stated from the time my phone was last inoperable that I had switched to a different carrier. I was forced to purchase a phone due to TracFone's inability to provide a legally required transfer pin.
I have advised ********************** that I wish to continue all aspects of the settlement process in writing as I wanted to record the negligence and incompetence shown on even the corporate level.
The settlement amount offered is far lower than the financial losses incurred.
Since their refusal to settle, I have made two requests to TracFone asking for the address for their legal department so that I could have documents pertaining to legal recourse and a request for recorded communications. They have refused to provide me this address which will be utilized as further evidence of their willful negligence.
At this time, TracFone has refused to settle and I will be moving to legal recourse and am demanding the address to their legal department to make certain they are properly served.
Customer Answer
Date: 08/01/2023

Complaint: 20342968
The information TracFone submitted is inaccurate.
First, none of the features (data, internet, phone, text) were working. Other than being a heavy clock, the phone served and serves no purpose.
Second, I contacted TracFone twice on the phone number they provided to you for resolution and both times had to go over every aspect of the complaint. Each agent was clueless. The second time I had been returning a call after speaking with ****** (at the same number)two days prior. He has guaranteed that progress would be made and upon calling it was clear nothing had been done and we had to start the process from scratch again. The agent did not even have a record of the call with ******. Thankfully, I have documented evidence of each call that took place. Both times, I was on the phone for over an hour with each associate.
I have stated from the time my phone was last inoperable that I had switched to a different carrier. I was forced to purchase a phone due to TracFone's inability to provide a legally required transfer pin.
I have advised ********************** that I wish to continue all aspects of the settlement process in writing as I wanted to record the negligence and incompetence shown on even the corporate level.
The settlement amount offered is far lower than the financial losses incurred.
Since their refusal to settle, I have made two requests to TracFone asking for the address for their legal department so that I could have documents pertaining to legal recourse and a request for recorded communications. They have refused to provide me this address which will be utilized as further evidence of their willful negligence.
At this time, TracFone has refused to settle and I will be moving to legal recourse and am demanding the address to their legal department to make certain they are properly served.
***,

*************************
Customer Answer
Date: 08/03/2023

As stated previously, TRACFONE has been completely dishonest in their representation of events. Above, I have enclosed the evidence pertaining to all correspondence between the corporate TRACFONE department and myself, including the two phone conversations I have had at the number they provided to the BBB and myself for "resolution." There was zero resolution, zero offers of resolution and zero progress made with both ****** and *** at that number. Both individuals were completely unaware of the situation and incapable of assisting.
I have provided the itemized statement with the settlement amount of $139.68 both here today and to TRACFONE numerous times. This was discussed both on the phone at the number provided and in written correspondence. They have ignored the settlement offer and have made zero attempts at resolution. The amount sought in legal proceedings is going to be far higher and include all losses since the inception of the account held at **********************.
They are now refusing to provide the address to their legal department so that they may be properly served.
At this point it is clear, legal recourse is the only means to pursue the owed compensation. If the legal department's address is not provided by 8/4/2023, I will utilize the address of ********************************************* and if I incur any further charges due to their refusal, I will be seeking compensation for that as well.

Business Response
Date: 08/09/2023
Dear *************************,

We do apologize for the inconvenience. Many attempts have been made to phone the number ending in ****, but unsuccessful in reaching you.

As per security purposes we will need to speak via phone to verify account information.

Thank you for bringing this matter to our attention.

You may reach me via email to *************************.

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: 08/15/2023

Complaint: 20342968

I am rejecting this response because it is a bad faith response which does not offer any resolution or agree to the offered settlement. At this time I am taking legal action which is the only option at this juncture. As stated in this previous correspondence, TracFone is still advising they have reached out numerous times to the phone number I previously had through them. They have been made aware from the first discussion regarding this issue that the phone number is not operable. I have advised that I want to utilize the email I have on file with them for correspondence and they have refused. Future follow-*** will be handled by counsel.

Sincerely,

*************************
Business Response
Date: 08/15/2023
Dear *************************,

We do apologize for the inconvenience. Many attempts have been made to phone the number ending in ****, but unsuccessful in reaching you.

As per security purposes we will need to speak via phone to verify account information.

What is a good contact phone number where you can be reached?

You may also reach me via email to *************************.

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: 08/15/2023

Complaint: 20342968

I am rejecting this response because: it is an identical message to the previous response by TracFone and an attempt to hide evidence from court and/or arbitration proceedings. It is most likely formulated by a template so for the exact reasons of the previous rejection, this has been rejected wholly and this timely back-and-forth will be reported to counsel.
I have contacted them directly and advised them of this specifically.

Sincerely,

*************************
Business Response
Date: 08/16/2023

Dear *************************,

We do apologize for the inconvenience. Many attempts have been made to phone the number ending in ****, but unsuccessful in reaching you.
Based on the information that Ms. ******* provided she has stated that she has begun a plan with a new provider that sent her a phone.
The system indicates successful usage has been made for the last previous months concerning the phone number ending in ****.
As per terms and conditions the purchased service plans have no cash value and are non-refundable.
For terms and conditions, you may visit our company website to www.tracfone.com.
All the above information has been provided,so we will consider this matter closed.
Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:07/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was traveling to visit/help a sick relative. While I was out of town, Straight Talk deleted my phone service and my phone number because (they said) my phone was not compatible with the new 5G network they were using. They did not notify me in any form (letter, phone call, email, etc.) that they were going to do this.So, now that I am back in town, I am trying to straighten out this issue by using a new provider for my home phone service. The new provider is telling me that Straight Talk needs to release my information before they can set up my new account/phone number. Straight Talk refuses to provide this information (i.e. my account number and a 'transfer pin'.) I have spoken to them repeatedly and they refuse to help **** need this information so that I can retrieve my phone number and be able to be contacted. I am ********************************************************* as well as any other companies/family, etc. I have been with Straight Talk for almost ten years. I am appalled at their lack of customer support.
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 July 19, 2023, regarding BBB Case number # ******** complaints.

Your complaint states that while you were out of town your phone service and number were deleted by Straight Talk, because the device was not compatible with the new 5G network. Although, you stated that you were not notified in any form (letter, call, email, etc.) about the disconnection of your service; as consequence, you want to port your home phone number and service to a different provider. You mentioned that you were informed that the account number and Number Transfer Pin are required to port your number over to a different provider, but you stated that you did not receive the required assistance from the company, and you want to re-establish your phone number, due to health conditions, and companies/family matters.
Straight Talk 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. To proceed with the porting-out process from Straight Talk Wireless, you will need to have your account number, and NTP Pin. To receive a Number Transfer Pin (NTP), you must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive.

We reviewed your account and it is suspended in our system as of today. As per policy, a phone number needs to be active with the service provider in order to be eligible for porting to another service provider. Therefore, your account must be active before porting can occur to an alternate service provider.

We reviewed your account and we were able to find that your phone is impacted with the migration network, because your home phone device does not meet the requirements to function under our current network standards; therefore, a CDMA VolTe capable phone was required in order to avoid service interruption and/or intermittency.

On the other hand, our records indicate that your home phone number is no longer on the network side, as it was not use for almost 60 days; therefore, system will not allow us to retrieve the phone number.

We have attempted to reach you multiple times via phone ************ and email was sent to *************************** on 07/20/23, 07/21/23, 07/22/23, 07/24/23 and 07/28/23, but we were unable to speak with you and you have not responded to our emails.

If you should still require assistance, you can contact ************** enter *** ****. 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 1280632222.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/01/2023

Complaint: 20341704

I am rejecting this response because: Straight Talk has asked me to text them. This is a home phone and there is no ability to text from it.

Sincerely,

*************************
Business Response
Date: 08/17/2023
Dear *************************,

We do apologize for the inconvenience. As per your request to have this matter resolved we will need to speak via phone to verify account information due to security account purposes.
What will be a good contact number where you can be reached? I have also sent you and email you may also reach me directly via email to *************************.
Thank you for bringing this matter to our attention.
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Straight Talk Wireless.

Sincerely,

*************************
Straight Talk Wireless
BBB Specialist
Customer Answer
Date: 08/19/2023

Complaint: 20341704

I am rejecting this response because: they are still withholding the information my new provider needs to re-establish my existing phone number.

Sincerely,

*************************
Business Response
Date: 09/18/2023
Dear *************************,

Per conversation ************ has been trying to port out her phone number ending in **** to a different provider. ************ stated she is no longer a Straight talk customer.
We do apologize. Per request the system indicates that phone number ending in **** has been deactivated since April 2023 and is no longer available for reactivation.
All the above information has been provided, so we will consider this a final response.
Thank you for choosing Straight Talk Wireless.

Sincerely,

*************************
Straight Talk Wireless
BBB Specialist
Initial Complaint
Date:07/18/2023
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 July 17th straight talk wireless took 50 dollars out of my moms account for a month of cell phone service. When I go to make phone calls sometimes it makes my phone tells me that it is not connected to a network. Before you are able to talk to somebody the automated system will acknowledge that there is a problem and will say that it fixed. When I contacted them about me not being able to make phone calls. They told me that it was my Sim card for my phone (which was working fine until after they got their money) and that I would have to buy a new one because I took the Sim card out if my old phone. I had asked them to send me a new Sim card they told me that it wasn't there problem and then when I requested a Manger they then told me that the person I was speaking with was the equivalent to a Manger. I requested to speak to a Manger about this issue twice and both times when I requested a Manger they hung up on me and refused to help me. The first time I requested to speak to they told me it was their policy to deal with these types of issues. Then continued to argue with me about me wanting to speak to a Manger even after I insisted on talking to them. I have had ******* employees tell me that I can just take the Sim card out and put it in the new phone.
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 July 19, 2023, regarding BBB case # ******** complaint.

Your complaint states that you purchased a plan with Straight Talk Wireless on July 17, 2023, but the service was not showing on your phone; therefore, you contacted customer support, they explained that the main reason is the *** card, because it is not on the original phone, accordingly, you will need to change it. You requested a replacement *** card and to talk to a manager; however, you did not received the required assistance as the calls were disconnected every time you reached an agent.

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 checked your account and find that everything related to the numbers that identify your phone as the *** card and IMEI were matching on our system, additionally, based on the usage records we reviewed for your account for July, it does not appear that any service interruptions occurred, and it indicates that the device was functioning properly during that time period.

We attempted to reach you multiple times via phone at ************ and email was sent to ************************** on 07/20/2023, 07/23/2023, 07/24/2023, 07/25/2023 and 07/30/2023; 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 1280631901.

Thank you for choosing Straight talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:07/18/2023
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.
I have a problem with Tracfone. I was told on May 16, 2023 that I would receive a replacement phone for mine because after 4 times trying to correct the problem with mine it could not be fixed. I was to receive the replacement 3 to 5 business days after they received mine. I was told that mine was received by Tracfone on June 1, 2023.It is now July 18,2023 and I still have no phone after being told 4 more times that I would get one in 3 to 5 business days. I have been without a phone for over 2 mos. I have NO idea what else to do. I know I've called at least 15 times trying to get someone to help me and it's been the same every time-- a promise to receive a replacement that never comes. I would really appreciate if you could help me. All I want is the replacement that has been promised and has never come.
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 18, 2023, regarding BBB case # ******** complaint.
Your complaint states that on May 16, 2023, you were told that you would receive a replacement phone because the issue with your old phone could not be fixed. You were advised that you will receive the replacement phone within 3 to 5 business days after we received the old one. Your old phone was received by us on June 1, 2023, and as of July 18, 2023 you have not received the new phone yet.

Tracfone only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged phone on 05/16/2023 per Ticket # ***-715-8001. Our warehouse records indicate that we received your damaged phone 06/01/2023.

Upon reviewing your account our records indicate that the replacement phone requested was out of stock. We apologize for any inconvenience this update may have caused to you.

We spoke with you on 07/20/2023 via phone number **********; we discussed the status of the replacement phone. We confirmed receipt of the defective device in our warehouse. You accepted a comparable replacement device or received requested replacement device. We created a new Service Ticket # ***-093-5007 on 07/26/2023, and per *** tracking number 1Z7X28F00240784263 we have confirmed that the replacement device was delivered on 07/31/2023, at Huntington, MD. Our records indicate that your new phone remains brand new, not activated yet.
We have contacted you on 08/02/2023 to the phone number **********; and you were able to confirm that you already received the new replacement phone, we offered assistance to activate it; however, you stated that you will be calling back when you have more time available to do it.
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 ***0618809. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless
Sincerely,

Executive Resolution Department

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