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:07/18/2023
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 purchased a TracFone 1/27/22 @************************. The phone had bugs. TracFone said send it to ************* send a replacement in 2-3 weeks. I sent it on 2/7/22. Never seen it or replacement since then. & I had $40 debit on the account. Ok at time when I thought I had a new phone coming& to keep my same number. I waited 5 weeks. They gave me excuses& lies like saying I didn't know 2 numbers that have been called or received on the phone. (I did btw I've known several by heart for 20 years) or Saying it's on the way, will be to me in 3 days. They tell me that dam near every time I call since March '22. They drop calls after putting me on hold. I've sat on the phone for unimaginable hours talking to every ***** The main office in *****, the shipping& receiving *****, tech **** etc. Every time I call I go threw a long drawn out process. The operators who answer calls are different each time so they're clueless to my **************** have a ****************** to go threw before they even pretend to help me resolve issues. Then 1/2 the time after I've spent an hour on the phone with them they'll pretend to transfer me& just drop the call so I end up having to call back & go threw the whole **************** again. Of course when I call back its the same routine. Or they'll say "plz hold for a minute" while they go see about it& just leave me on hold for a half hour& never return to my call. Another time they said my package was on my way& actually gave me the tracking# that time. An empty box arrived, no phone. Excuse was "we thought u were sending a phone in so we sent a shipping **** ******* have to check their records bcus I've called from several phones but I spent over 846 minutes talking with or being on hold by them. It's been so long they don't even make my phone anymore. (#1. I should get a top of the line replacement SENT immediately! #2.Reimburse my wasted 846 min. @$21.25hr #3.Pay for my plan for 17 mos. For keeping it that long& doing this to me.)
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 number ******** complaint.
****************** complaint states that he purchased a Tracfone phone on 01/27/2022 at ************************. The phone had bugs. As per Tracfone, he needs to send the defective phone back to us but never received the replacement phone. He still had $40 debit on the account. He keeps on calling Tracfone multiple times but of no help. He would like to get a top of the line replacement phone, reimburse his wasted 846 minutes in calling Tracfone and pay for his plan for 17 months for keeping it that long and doing it to him.
****************** was contacted and we were able to speak with him on 07/25/2023 and 08/01/2023 via phone number **********. As per conversation, we created a new ticket for him, reference number ********** on 07/25/2023 for the replacement phone since the old tickets created last year of 2022 can no longer be re-opened and were not updated. We waited 3-5 business days to receive the phone with the tracking number 1Z7X28F00241480866 to be delivered by ********************** ***** on 07/31/2023. ****************** confirmed that he already received the phone on 07/31/2023 at 12:33 PM at the Front Door in ************** **. However, he is not satisfied with the phone that we sent to him. He would like to have another phone model. Therefore, we instructed him to return the phone back to us and we will look for a different model that will depends on the availability in the warehouse. We send him a physical box for him to send the phone back to us with ticket reference number 1281275140.
As per investigation, the $40 debit on the account has been consumed already. All of the minutes were used before the phone was returned to us. The original ticket number ********** for the replacement phone was created on 02/08/2022. However,we received the defective phone on 05/02/2022 at 11:53 AM. There are plans purchased in between the periods but all of them were already consumed as the service end date would be on 04/28/2022. Our record shows that he was using the phone for three months before returning it to us. We cannot able to reimburse the wasted 846 minutes and pay for 17 months since it has been used up already. However,we can provide compensation as a one-time courtesy out of inconvenience.
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 1280881938.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/14/2023
I'm going to add the links here for all these screenshots I got because I couldn't fit them in the top part of this response where you're supposed to put attachments.
Let me begin this rebuttal with this factual statement THEY ARE LYING!!! I have proof to back that up. They have had my phone since Feb. Of last year, not May or July or whatever they're trying to make up. They got me to send them my phone and my sim card was in that phone. I left it in there just to help them find out what was wrong with the phone. Also because I was worried that maybe the sim card could be compromised if the phone was so messed up like that. Plus I figured I'd get the phone right away from them, never imagined it'd take 1&1/2 years!!
I didn't use that phone or phone number and I didn't purchase any phone time via TracFone ever again since I shipped it last February. Idk why or where they're getting their information from but I have all my credit and debit cards and bank statements to back me up on that. Besides who would be dumb enough to just keep shopping at a company that's literally ripping them off for some months, if u try to fit their story into reality, no one I know and definitely not me! That's a propostrous accusation and I'm greatly offended by the amount of disrespect by them of mine and your intelligence. They said 3 different things. (((Basically their trying to say I didn't send it in until July and was using it for over 3 months and then sent it in and id spent my money I had on it!?!?)))
That is an outrageous lie on their behalf!!! See now you know for yourself what I've dealt with all this time. Nothing but lying and running around and disrespecting me in every way as a consumer. I swear I've maintained my patience for the most part and they take that as weakness. I've let them push me around thinking I couldn't do anything about it. Then my mom told me to let you guys know what TracFone was doing. And since then I've learned I can take them to an arbitrator and then a civil suit. The lawyer I talked to said since I make $25.20 an hour TracFone would end up having to pay me for every second I've wasted on this and pay it as time and a half or double my salary. Since I can only do it before or after work. Like today I've spent a couple hours on this already. It's easy to prove too. They're supposed to record the conversations at TracFone and I can get those records of every time I called and for how long. Just because they made it so difficult for me to even get anywhere each and every time I called by asking me tons of things for verification. They would do that despite the fact I had a passcode I'd use when I called. So I'd jump through hoops just to get to talk about my phone and 30 minutes later I'd be hung up on when they'd try to "transfer" me to someone. So now I know what to do and how to do it.
After I submit the proof, my receipt is from Feb. 15th, 2022. There's is from July 2022. That thing they sent me was supposed to be a phone!!! I had spent several hours on the phone the week before and the people I talked to made all kinds of promises and darn near every time I'd hear "its on the way already" or "it'll be there in 3-5 days. I'd wager they said that over a dozen times. So at that point that week I'd had enough and wasn't getting off the phone with them til it all got straightened out. And I took down the persons extension line so they couldn't drop my call.
Well they made that same promise and has all assurances so I let it go for the time being. Then that box came to my moms house and it was empty!!! Lmao ?? they tried to make it seem like they thought I needed to turn in a phone!!
Seriously after all I'd been threw up til that point everyone at TracFone who didn't know I was expecting a phone. It's virtually impossible to mix up something like that. I'm serious! Id spent hours on the phone with those people there! Never once did I ask them to ship me a shipping box! Not even when I originally sent it in. I paid for it myself. And I'd only wanted them to send a new one in the first place because my mom had just bought it for me as a gift and a week later it was glitching bdly! So I felt like since it wasn't even two weeks old at that point they should fix it or something. They shouldn't be able to get away with selling faulty products so when they do they should fix it immediately I feel. That goes for any business.
So anyways they finally sent me a phone the other day and it's junk!! Not even as good as the one I sent them. I called them immediately and told them it's unacceptable and they said for me to send it back to them and they'd send me an email and let me choose out of those options. And I'd have to go to *** to pick up the stuff to ship it. Also they weren't even trying to give me any phone time back at all until I pressed the issue. The lady I talked to went and spoke with someone else and their counter offer was one month free service.
I told her one month would not be free service!! Since I had just bought the card I had in that phone. I continued to press the issue, but their only offer was to send me emails for a different phone and they'd talk amongst themselves about doing more than a month. So now they want me to go outta my way again and ship a phone again and wait however long for it if it ever even gets here. At this point I have no faith in them. They should of sent me a good phone with at least a year free service. Instead they send me junk and continue this charade. I mean who does that? What happened to the customer being right or even appreciated? Now we're supposed to tolerate stuff like this company? Just treat us however and give us whatever?!? No sir!! Please keep trying for a resolution.
The links for the photos are separate links so u can tell who's is who's.
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Thank you for all the help and understanding.

Customer Answer
Date: 08/14/2023
I just seen the bbb says they believe TracFone acted in good faith!?! Are they joking? U do realize they sent me a $30 phone and offered one month service to me after taking my phone for a year and a half that had a month on it still? Or three months according to whoever wrote that from TracFone. They straight up lied to u and u say that they acted in good faith? Wtf is the world coming to?!?! Don't worry I'll not waste any more time trying to get less than fair compensation. You're supposed to hold them accountable not let them mentally **** people. That's the equivalent of this situation. I've lost a lot of hope in humanity today.
Customer Answer
Date: 08/14/2023

Complaint: 20339715

I'm going to add the links here for all these screenshots I got because I couldn't fit them in the top part of this response where you're supposed to put attachments.
Let me begin this rebuttal with this factual statement THEY ARE LYING!!! I have proof to back that up. They have had my phone since Feb. Of last year, not May or July or whatever they're trying to make up. They got me to send them my phone and my sim card was in that phone. I left it in there just to help them find out what was wrong with the phone. Also because I was worried that maybe the sim card could be compromised if the phone was so messed up like that. Plus I figured I'd get the phone right away from them, never imagined it'd take 1&1/2 years!!
I didn't use that phone or phone number and I didn't purchase any phone time via TracFone ever again since I shipped it last February. Idk why or where they're getting their information from but I have all my credit and debit cards and bank statements to back me up on that. Besides who would be dumb enough to just keep shopping at a company that's literally ripping them off for some months, if u try to fit their story into reality, no one I know and definitely not me! That's a propostrous accusation and I'm greatly offended by the amount of disrespect by them of mine and your intelligence. They said 3 different things. (((Basically their trying to say I didn't send it in until July and was using it for over 3 months and then sent it in and id spent my money I had on it!?!?)))
That is an outrageous lie on their behalf!!! See now you know for yourself what I've dealt with all this time. Nothing but lying and running around and disrespecting me in every way as a consumer. I swear I've maintained my patience for the most part and they take that as weakness. I've let them push me around thinking I couldn't do anything about it. Then my mom told me to let you guys know what TracFone was doing. And since then I've learned I can take them to an arbitrator and then a civil suit. The lawyer I talked to said since I make $25.20 an hour TracFone would end up having to pay me for every second I've wasted on this and pay it as time and a half or double my salary. Since I can only do it before or after work. Like today I've spent a couple hours on this already. It's easy to prove too. They're supposed to record the conversations at TracFone and I can get those records of every time I called and for how long. Just because they made it so difficult for me to even get anywhere each and every time I called by asking me tons of things for verification. They would do that despite the fact I had a passcode I'd use when I called. So I'd jump through hoops just to get to talk about my phone and 30 minutes later I'd be hung up on when they'd try to "transfer" me to someone. So now I know what to do and how to do it.
After I submit the proof, my receipt is from Feb. 15th, 2022. There's is from July 2022. That thing they sent me was supposed to be a phone!!! I had spent several hours on the phone the week before and the people I talked to made all kinds of promises and darn near every time I'd hear "its on the way already" or "it'll be there in 3-5 days. I'd wager they said that over a dozen times. So at that point that week I'd had enough and wasn't getting off the phone with them til it all got straightened out. And I took down the persons extension line so they couldn't drop my call.
Well they made that same promise and has all assurances so I let it go for the time being. Then that box came to my moms house and it was empty!!! Lmao ?? they tried to make it seem like they thought I needed to turn in a phone!!
Seriously after all I'd been threw up til that point everyone at TracFone who didn't know I was expecting a phone. It's virtually impossible to mix up something like that. I'm serious! Id spent hours on the phone with those people there! Never once did I ask them to ship me a shipping box! Not even when I originally sent it in. I paid for it myself. And I'd only wanted them to send a new one in the first place because my mom had just bought it for me as a gift and a week later it was glitching bdly! So I felt like since it wasn't even two weeks old at that point they should fix it or something. They shouldn't be able to get away with selling faulty products so when they do they should fix it immediately I feel. That goes for any business.
So anyways they finally sent me a phone the other day and it's junk!! Not even as good as the one I sent them. I called them immediately and told them it's unacceptable and they said for me to send it back to them and they'd send me an email and let me choose out of those options. And I'd have to go to *** to pick up the stuff to ship it. Also they weren't even trying to give me any phone time back at all until I pressed the issue. The lady I talked to went and spoke with someone else and their counter offer was one month free service.
I told her one month would not be free service!! Since I had just bought the card I had in that phone. I continued to press the issue, but their only offer was to send me emails for a different phone and they'd talk amongst themselves about doing more than a month. So now they want me to go outta my way again and ship a phone again and wait however long for it if it ever even gets here. At this point I have no faith in them. They should of sent me a good phone with at least a year free service. Instead they send me junk and continue this charade. I mean who does that? What happened to the customer being right or even appreciated? Now we're supposed to tolerate stuff like this company? Just treat us however and give us whatever?!? No sir!! Please keep trying for a resolution.
The links for the photos are separate links so u can tell who's is who's.
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*******************************************
*******************************************

Thank you for all the help and understanding.

Sincerely,

*******************************
Customer Answer
Date: 08/24/2023
I am getting no where with these people. They're terrible!! I have talked to them twice since last i wrote and both times was treated rudely while they tried purposely i believe to get under my skin and for no other reason. Evidenced by the fact she repeated herself of the call being recorded. Then saying false things that id keep correcting her on as she argued with me and continued to say false information like my own address or the phone's imei. Also she would say rudely and argumentatively things like i kept the phone and they want it back, and i dont have the right imei, and they need the original phone back. Those tracfone people are so ridiculous idk what they imagine treatment of customers is but i hope others dont follow their code of conduct. She was confused and confusing and argumentative the whole call to the point i lost my cool. After 18 months of this bs i am beyond angry with them and the treatment they've given me. I need to take them to arbitration or small claims court. Talking to them hasnt worked for the past 18 months idk why i thought it would now. I don't even want a phone from them no more i want my money back plus the time ive wasted on this matter. But since i cant get the time back they can monetize that with my refund. And i will ***** send them this piece of junk phone back after they do so. I looked it up and its only worth ***** USD. My original brand new one i sent them was $120. And a lot better. I dont want any contact with them anymore. I feel like their main goal with their conversations is to ruin my days. They are not even attempting to be helpful. I went to *** to try to return the junk phone they sent me but the qr code for the shipping lable they sent me would not pop up. They were supposed to pay for the shipping. I wasted part of my day to go to *** and mail it, but the *** guy in ************, ** couldn't even activate the pop up that says so. So i didn't ship it with my own money, because obviously they cant be trusted. I am attaching the email they sent that would of been for shipping and pictures of the box the phone came in on the exact date the lady mentioned but told me is wrong. And the owners manual. After having my phone this long and repeating the same steps that amount to them being deceitful, or flat out lying to be blunt, they owe me a lot more now i feel. Big business should not get away with stealing from their consumers. And then treating them badly on top of it! They should not be in business in my opinion. As u can see in the photo of bar codes its the exact number i stated to the woman i had to yell over to be heard today. Assuming anyone wants to listen and verify. Please excuse my language i let my frustrations get the best of me as I've lost all my patience with them at this point. Ive been doing this same song and dance with them for 18 months now. Thank you
Business Response
Date: 08/24/2023
Dear *******************************,

Per conversation concerning warranty exchange ticket number ********** the replacement phone device has been received.
The system indicates that the defective phone device has not been returned to our facility. ******************** stated that the return air bill that was received would not be able to be scanned with *** for the reason of not returning the defective device. ********************, the return tracking number has been sent to you via email is to ******************** and the return ***** tracking number is 791384936927.
******************** in order to activate your replacement device service will need to be purchased.
For any future assistance you may contact me directly.
Thank you for choosing Tracfone Wireless and have a great day.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/25/2023

Complaint: 20339715

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 08/25/2023

Complaint: 20339715

I am rejecting this response because:
I have had nothing but problems with your whole organization. It doesn't matter if its the management or shipping, or tech support, or the front desk. I've spent hundreds of hours deal with tracfone. After 18 months of nonsense back and forth im not willing to accept anything less than what i originally sent them. They have to be joking with their handling of this situation. No respectable business would operate the way they do. Incase they somehow forgot the chain of events let me reiterate. I bought a tracfone from ******* on Jan 27th or so. It had defects which i let tracfone know about. They said to send it in to them and they would ship me a replacement in 2-3 weeks. I spoke to them every couple weeks for hours at a time sometimes, & the situation went no where. Several times after long periods on the phone with them going threw the same process every time. They would transfer me around after rigorously making jump threw their hoops to prove who i am and everything about the phone. They would tell me all type of stuff about why they couldn't help me from the phone is not in service no more, or its been 3 months so the numbers not in their system, or they told me once that i couldn't identify 2 numbers used to call someone with the phone so it couldn't be my phone. Just ridiculous stuff like that. Then if we managed to finish a call before my call "accidentally" got dropped they would always say itll be here in 3-5 days. Never once did it show up til this time. They did send me an empty box to ship a phone in one time. I have that incident included in these reports previously. I've stated most of whats happened in these reports. Now they offer me less than what i originally sent them 18 months ago & try to act like im supposed to accept that and go out of my way again to go ship this junk phone back to them & im supposed to trust they will somehow send me a better phone and i cant even see it to accept it first. And not only that they're not even offering to put my money back on my account for what i had on it originally. I barely got to use the phone i sent them. After all the time and energy ive wasted on them they need to come correct or i have no choice but to take it to court. I obviously refuse to let them get away this. If its not somehow clear to them now they know i will not stop until i am reimbured equal or greater value for my time and property. The first woman i spoke to name of Lady A in the email. She was helpful. She made a deal with me to send the phone back and id get to choose from their other phones and give me a months free service. Which obviously is not free since they owe me $40 worth of phone time anyway. But still i accepted it and she sent the email to ship to them via **** *** would not accept it because the qr-code or whatever the pop up was would not pop up to be scanned. So i let the tracfone people know. They were very rude! I was called a liar about it basically, treated like im the one stealing from them based off her words, attitude and behavior towards me. And just argued with me about everything from the phone to the number to the imei number to my very own address. Its just ridiculous to think they're in the right over this. Respected businesses would of had this matter resolved to my satisfaction over a year ago tops!! *** never had to deal with anything like this in my life. Nor has anyone else i know so i believe its person at this point. What i want at this point is a brand new top of their line phone that i can use with another service. And i want it shipped the day i ship the junk they sent me. We can exchange tracking numbers at the same time on this site and i will post mine first. Other than that i want nothing to do with them anymore. Ill never do business with them again thats for sure. How do i reach an arbitrator? Ill try that next if they deny my offer.
Sincerely,

*******************************
Business Response
Date: 08/29/2023
Dear *******************************,

Per conversation with ****************** concerning warranty exchange ticket number ********** the replacement phone device has been received with IMEI/ Serial number ***************.

The system indicates that the defective phone device has not been returned to our facility.
Per conversation as per security purposes with ******************** he is unable to authenticate the device account information for the defective phone that has not been returned.
******************** stated that the return air bill that was received but would not be able to be scanned with the *** center reason for not returning the defective device.
********************, the return tracking number that has been sent to you via email is ******************** and the return ***** tracking number is 791384936927.
******************** stated that the return label was received to him via email and is returning the replacement device.

******************** is stating he will be returning the replacement device because he wants a top-of-the-line phone. ******************, you are not eligible for another replacement device. No more replacement devices will be sent to you.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:07/18/2023
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.
6-28-23 6pm to 11pm, changed number from ************ to ************ lacemo it wouldnt work and need number in ***************************************** outstate number i told them dont want it change to 402 area code again and then ****** changed it she said from 531-2519 but instead she deletd my number completely by accident so when i called back at 10pm they said my number was deleted and deactivated, i tried to give them verfifications and they all was correct but they said thats not the 2 numbers u called the most and i said thats the only 2 numbers i called today or in the last 30 days. so net10 scammed me for my $20 for the card i put on my cell phone today and wouldnt fix it for me so i paid for a phone service for 1 month but they wont activate it now when i paid after they messed up and changed my number and deleted all my numbers from my first number i had to verify me. im pised off and no one should buy services from net10. i had service for 10 years and always had problems with them in the past as well. I FEEL THEY NEED TO GIVE ME 1 MONTH FREE SERVICE AFTER DISCONNECTING MY NUMBER. I WANT MY OLD NUMBER BACK ************ and they wouldnt give it back to me today. thats what i want a month of free service and hook it back up adn call me at that number i had.
Business Response
Date: 07/18/2023
P.O. Box 10
******, ** 07101-0010
July 17, 2023
Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690
RE: Complainant: *** L
Complaint Number: 20252921
Dear Ms. *************************** you for contacting *************** of ********* Relations regarding *** L's compliant. In her/his complaint, received on July 17, 2023, the customer's Net 10 phone number was changed and during the process the number was lost and deactivated. When reaching out for assistance from Net 10, the account could not be located or verified. *** L is requesting for the original phone number to be activated again and one month free service.
Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward *** L's complaint to the appropriate ******* Team.
Email: **************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*******
********* Relations Analyst
Business Response
Date: 07/26/2023
Dear *****,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/29/23, regarding BBB case number ******** complaint.

Your complaint states that your phone number was changed but, the new number did not work. Consequently, she requested to have her phone number back on her account, but she did not receive the required assistance to get the process completed.

In reviewing your account, our records show that your phone number was successfully retrieved on your account and balance history indicates that the service is working properly.

We spoke with you via phone at ************ on 07/25/23 and you confirmed that your phone is working fine so, we provided 30 days of compensation as courtesy for the inconvenience. Refer to ticket 1280888514.

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 1280676940.

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

Thank you for choosing Net 10 Wireless.

Customer Answer
Date: 07/26/2023

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:07/18/2023
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 contacted straight talk saying I want to port my number to a new carrier. I have met the requirements to get a new cell service provider as Ive had 12 months of continuous service on this phone from straight talk. They ported my number and then they locked my phone so my phone cant be used. Ive called straight talk numerous times and get all different kinds of responses. My response from Straight Talk was I have to get their service again with straight talk and in 12 months I could transfer to a new service provider. From Another representative from straight talk said it would take three months and then I could transfer my phone to another provider. Another representative said it would take one month in order to transfer service for a new provider. I have been calling and calling to get clarification and verification and each time they hang up on me. My my phone number was ported to the new provider. I paid for a service plan with the new provider. I cannot port my phone over because straight talk locked my phone and nobody else can unlock my phone except straight talk. They will not talk to me about unlocking my phone. Please help. I have no phone cell service. II have no way to contact straight talk or contact my new provider by telephone. Straight talk has to port my phone number after they unlock the phone finishing the job so I can have cell service on the new provider. Please help!
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 18, 2023, regarding BBB Case number ******** complaint.

Ms. ***** complaint alleges that she had 12 months of continuous service on this phone, but Straight Talk Wireless will not unlock the phone. She called Straight Talk Wireless numerous times but get all different kinds of responses.

As per review, unlocking policy for devices on ******* network that were activated after November 23, 2021, has been updated. IPhone device will be automatically unlock after 60 days from the date of activation without a fee and android device can be unlock after 60 days from the date of activation. The customer will receive a text message with a link for them to follow or call to unlock their device. However, account must be authenticated first and verify the serial number or also known as IMEI of the device needs to be unlock. 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.

Moreover, Ms. ***** account is no longer active as the number was ported out on 7/16/2023 in reference to ticket number (**********). We investigate the International Mobile Equipment Identity (IMEI) of the device she wanted to unlock, and we found out that the device is not eligible for free unlock as 60 days have not passed from the date of activation.

We spoke to a person that represents ************ via phone number ************ on 7/21/2023. She insisted that the phone has been activated for more than 60 days. Thus, she sent proof via e-mail **************** which is a photo that ************ has paid off her entire Smart pay order and proof of Smart pay details that iPhone 13 PRO 128GB was lease starting 5/18/2022 but does not show any EMEI of the device. We asked for the *** card number to check if it is a case of a *** swap for us to consider an exception. However, she did not provide any information and she stated that will just file another complaint.

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

Please refer to the Ticket Number 1280618787.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/17/2023
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.
Using a friend's phone I contacted TracFone customer service, between 7-12-2023 and 7-17-2023, and I spent approximately 12 hours trying to get my account number and a transfer pin.My existing ********************** phone service is prepaid until December 26 ****. My existing phone was destroyed in a house fire. **************** will not give me the account number because I cannot receive an email on my destroyed phone to validate myself. I was asked to give two frequently used phone numbers which I did, but they found them invalid. According to customer service that is all they can do. I was denied speaking with a supervisor. After waiting considerable times, I was hung up on 3 of the phone calls.
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 17, 2023, regarding BBB Case number ******** complaint.

************************** complaint states that she is having concern about getting her account number and number transfer pin. The customer device was destroyed during a house fire and customer service were unable to help as she failed to authenticate the account.

In reviewing, the account is well provisioned to our system. The customer needs to authenticate the account for us to give the number transfer pin and account number. ********************** 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. With this we need to speak to the customer to further assist with the concern.

We contacted ************************** multiple times via phone number ************ and emailed to ***************************** on 7/20/2023, 7/21/2023, 7/24/2023, 7/26/2023 and 7/31/2023, but we failed to reach her and we are still waiting for ************************** response.

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

Please refer to email reference number ******* or Ticket Number 1280620519.

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: 08/02/2023
Tracfone customer service could not give me the account number or transfer pin, because they could not verify my account. It was extremely difficult verifying my account when they wanted to send my broken phone a text which would verify the account. I was asked for two frequently dialed phone numbers. The closest numbers I had to being frequent were doctors numbers. These numbers were declined. I have not been available when a customer service person has called me, but I have responded to each call at the phone number and extension given later the same day. On July 31st and July 26th, I also replied to two emails from ******* with information on my broken phone, first with photos of my phone and second the imedi number of that phone which would verify my account.I had purchased a new phone from a phone repair shop and a ******* Tracfone SIM card to port over my account to that phone. The ******* Tracfone SIM card was purchased on the recommendation of a Tracfone customer service person. My ********************** account was paid until December 26, 2023. Despite **************** shop's efforts at repeatedly calling Tracfone customer service, they were unable to obtain the necessary account number and transfer pin. The repair shop charged me $ ****** for their efforts (no phone). The ******* Tracfone SIM card cost was $10.00. And I had a Tracfone account paid up until December 26, 2023 that I couldn't use. Eventually I could not continue without a phone in my life and went to another service provider. I incurred more charges, but now I had a phone.A Tracfone customer service person finally acknowledged I had an account and offered to replace the broken phone which I accepted, only to be blocked again by their verification policy. Which proves there is no continuity between customer service reports. I am completely unsatisfied.
I am extremely unsatisfied. I have a Tracfone account, but no way to access it.
I accepted their offer of a phone to access my paid account, but there is nothing. Nothing has changed.

Customer Answer
Date: 08/02/2023

Complaint: 20334476

Tracfone customer service could not give me the account number or transfer pin, because they could not verify my account. It was extremely difficult verifying my account when they wanted to send my broken phone a text which would verify the account. I was asked for two frequently dialed phone numbers. The closest numbers I had to being frequent were doctors numbers. These numbers were declined. I have not been available when a customer service person has called me, but I have responded to each call at the phone number and extension given later the same day. On July 31st and July 26th, I also replied to two emails from ******* with information on my broken phone, first with photos of my phone and second the imedi number of that phone which would verify my account.I had purchased a new phone from a phone repair shop and a ******* Tracfone SIM card to port over my account to that phone. The ******* Tracfone SIM card was purchased on the recommendation of a Tracfone customer service person. My ********************** account was paid until December 26, 2023. Despite **************** shop's efforts at repeatedly calling Tracfone customer service, they were unable to obtain the necessary account number and transfer pin. The repair shop charged me $ ****** for their efforts (no phone). The ******* Tracfone SIM card cost was $10.00. And I had a Tracfone account paid up until December 26, 2023 that I couldn't use. Eventually I could not continue without a phone in my life and went to another service provider. I incurred more charges, but now I had a phone.A Tracfone customer service person finally acknowledged I had an account and offered to replace the broken phone which I accepted, only to be blocked again by their verification policy. Which proves there is no continuity between customer service reports. I am completely unsatisfied.
I am extremely unsatisfied. I have a Tracfone account, but no way to access it.
I accepted their offer of a phone to access my paid account, but there is nothing. Nothing has changed.

Sincerely,

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

This is in response to the August 2, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the additional comments and feedback, we regret that you are no longer using our services.

Any account changes, including the port out of a number, and phone exchanges must be authenticated.

Finally, Authentication is required before an agent can provide account information or the required Number Transfer Pin (NTP). This Authentication is required and is not negotiable; to protect our systems and our customer's information. The number cannot be ported without the completion of the required Authentication.

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

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:07/17/2023
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 bought a phone with this company and Straight Talk about 8 months ago. It stopped charging properly. I asked them if they would replace it and after an hour of questions they said yes. They said they would send an email that I never received. I spent a week trying to get this email. In the process of calling they disconnected my call three times and dropped my service in the process. This was on purpose. To frustrate me. Then I finally got an email. I needed this email to get what they call an air bill. This is a *** shipping sticker. The one in the picture I sent was one I didn't receive immediately. There was some issue with that and I had to put in a claim with **** They sent it to me later on after I received another one. I had to pay a *** Store to get that $10. Then I sent my phone to the ********* address on the *** sticker. I called back two weeks later and they said they never received it. They said according to the records they need me to send the phone that I bought to hold me over until I got my new one. Then they would replace that phone which is a $50 phone from ******* that I don't really want. So I lost my ******* S10 phone by sending it to them. I would like them to replace that ******* S10 or an above s model. This company's customer service purposely please games with people in order to frustrate them. They have a whole system where they all do and say the same thing and make you repeat yourself over and over. Then you finally get to the department you need to talk to and they drop your call. It happens the same way every time. They have a dump button that drops your service and you have to figure out how to get it back. It's not easy and you're left without a phone which could be pretty bad in a lot of different situations.
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 17, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a phone with Straight Talk about 8 months ago. It stopped charging properly, you requested a replacement phone, and you were advised that it would be replaced. You were advised that and email with a label will be sent to you to return the defective phone; however, you did not receive it. A few days later, you received 2 labels from us; however, you had to pay to *** $10 to send the phone to us. You called back 2 weeks later and you were told the defective phone has not been received. You want your phone replace with an above model from your ******* S10.

Straight Talk 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 06/10/2023 per Ticket # ********** indicates. Our warehouse records indicate that we received your damaged phone on 06/27/2023.

Upon receiving your account our records indicate that the replacement phone requested is out of stock. We apologize for any inconvenience this update may have caused to you, and we have updated the system with a new ticket # ********** on 07/26/2023.
We spoke with you on 07/23/2023 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. Per *** tracking number 1ZY870930200235018 we have confirmed that the replacement device was delivered on 07/28/2023 at **********, **. Our records indicate that the new phone has not been activated yet.
We have contacted you on 07/30/2023 to the phone number **********; and you confirmed that you successfully received the new replacement phone; we offered assistance to activate it; however, you said that you will call back later 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 1280616213.

Thank you for choosing Straight Talk 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:07/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone from Tracfone on 07/05/2023 they will not unlock my phone so it can not be used.I have spent 3hrs on the phone with their ***** call center & messaging to no avail.They wont take the phone back so I am extremely unhappy. Purchase Order ID: ********* Status: APPROVED $121.58 *************** Summary PAYMENT **** DISCOVER***** Order Summary SubTotal $114.99 Discounts $0.00 Taxes, Fees and Surcharges $6.59 Order Total $121.58
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 17, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she wanted to unlock a new phone that was purchase at the website last 07/05/2023, but now opted to be refunded.

Upon review, she tried to port in her own phone number to the newly purchase phone. She opted to cancel the port, because of trying to unlock the newly purchase phone. The new phone is now NEW in status.

We spoke with her on 07/19/2023, at around 03:03 PM EST, inform her about the unlocking policy we had. She understands, but she receive other phone call and in a hurry. We cannot provide her the process to refund her newly purchase phone. We try to reach Ms. ****** multiple times via phone number that she provided and on her e-mail address, but we were unsuccessful and we are still waiting to hear from her. Up until now, we still do not have an information seeing that we have her phone in our system.

Furthermore, since we provide an information on the e-mails we sent to her, that she need to send to us the phone she purchase. Thus, we just need to wait in our system that we receive her phone. Once we have it, then we can process the refund.

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

Please refer to email reference number ******* or Ticket Number 1280515517.

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: 08/02/2023

Complaint: 20327538

I am rejecting this response because: The Response is not completely accurate. I am including my email replies to them!
Hi ******,
Yes, please can you either refund me or unlock the phone?
I did attempt to transfer my phone number to you but the customer service after 2+ hours did not successfully port over the phone number. I was feed up with wasting my time. So I transferred my phone to Verizon.
May I have the address to mail the phone back?
I do not have the original packaging for the phone.
Thank you,
*************************

-----Original Message-----
From: *********************************************************** <*********************************************************>
Sent: Monday, July 31, 2023 11:43am
To: ***********************
Subject: BBB_ 20327538_she purchase a phone on 07/05/2023 and wanted to Unlock and now just want a refund (KMM15723218V14922L0KM)

Dear ******,

Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue.

This is about the BBB complaint, we received, that you want to unlock
the phone that was purchase last 07/05/2023.

Since, we spoke already last few weeks and you want now just to be
refunded. Also we have seen that the phone number you ported in was
cancelled, because you opted to stay with your old service provider. For
us to refund you, please send back to us the phone that you purchase so
that we can process refund.

If you have any questions or concerns, please contact us via chat or by
calling one of our customer care representatives at ************** with
a PIN number ****. For your convenience, our representatives are
available from Monday to Sunday at 9:00 AM to 7:00 PM EST.

Thank you for being a TracFone Wireless customer. We appreciate your
business.

Sincerely,

Ulecis
519358
Executive Resolution
TracFone Wireless

Good afternoon,
I am not spending $60.00 after I only spent $123.00 for the phone.
I explained that to you on the phone 2x.
I have spent hours on the phone & messaging already.
The phone did not have service and was not usable. Your call center was unable to have the phone number transferred from pure talk to tracfone.
It is ridiculous to expect me to call and waste more of my time.
I want a refund for the phone or the phone unlocked Without 60 days of tracfone services. You can send call tags and I will gladly return the phone to you.

    Thank you,
*************************
-----Original Message-----
From: *********************************************************** <*********************************************************>
Sent: Saturday, July 22, 2023 3:57pm
To: ***********************
Subject: BBB_ 20327538_she purchase a phone on 07/05/2023 and wanted to Unlock (KMM15692140V43659L0KM)

Dear ******,

Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue.

This is about the BBB complaint, we received, that you want to unlock
the phone that was purchase last 07/05/2023.

Upon review, the account was activated with a phone number that is
coming from another service provider. Since, you wanted to unlock the
device, we need first to continue the activation. Then, we need the
device be active with paid services for sixty days and after that, the
device will be eligible to unlock for free.

If you have any questions or concerns, please contact us via chat or by
calling one of our customer care representatives at ************** with
a PIN number ****. For your convenience, our representatives are
available from Monday to Sunday at 9:00 AM to 7:00 PM EST.

Thank you for being a TracFone Wireless customer. We appreciate your
business.

Sincerely,

Ulecis
519358
Executive Resolution
TracFone Wireless
Sincerely,

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

We do apologize for the inconvenience. An attempt has been made to phone the number ending in **** and left you a voicemail message.
To better assist you in resolving this matter we will need to speak via phone in order to verify account information. What will be a good contact phone number where you can be reached?
You may 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 Tracfone wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/23/2023

Complaint: 20327538

I am rejecting this response because: I have not spoken to trac phone or had this issue resolved. I received a voicemail without a phone number to call back. I have emailed the following to trac phone please see below.

Sincerely,

*************************
Good Afternoon,
I am writing in regards to the BBB Your complaint was assigned ID ********.

Yes, please can you either refund me or unlock the phone?

I did attempt to transfer my phone number to you but the customer service after 2+ hours did not successfully port over the phone number. I am tired of you wasting my time. So I transferred my phone to Verizon.

May I have the address to mail the phone back?

I do not have the original packaging for the phone.

Thank you,

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

Business Response
Date: 09/07/2023

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

An attempt has been made to you via phone to the phone number ending in **** and unsuccessful in reaching you.
Based on the information provided by Ms. ****** for unlocking eligibility requirements you may go online to our website to visit our Unlocking Policy to www.tracfone.com.
We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
What is a good contact phone number where you can be reached? You may also reach me directly via email at **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:07/15/2023
Type:Delivery 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 am seeking refund for order number ********* on 06/19/2023 in the amount of $88.09. The order included a phone and service plan. Within two hours of the order, I tried to cancel due to misinformation on their website but was told I could not cancel but should refuse delivery.I refused delivery 06/23/2023, *** tracking 1Z7X290277006726, and followed up once tracking confirmed it had reached the warehouse. I was told on 06/30/2023 that my return would be processed in 3-5 business days. I have still not received a return.
Business Response
Date: 07/20/2023

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 15, 2022, regarding BBB case # ******** complaint.
Your complaint states that you were seeking to get a refund for the amount of $88.09 for an order that you no longer wanted. You were told to refuse the package in order to get the refund and you did so on 06/23/2023; however, the refund was not issued in the time frame provided of 3-5 business days.
We reviewed the order number ********* and found that the phone was delivered to you on 06/22/2023 and refused on 06/23/2023 to finally be return to our warehouse on 06/27/2023. Refer *** 1Z7X29A90277006726 tracking number.
Our records indicate that we process the return of the package on 07/17/2023. Therefore, the refund was processed on 07/18/2023.
We attempted to contact you on 07/18/2023 and 07/19/2023 to the phone number **********, and email was sent to *************************** for us to inform you the updates on your request; however, we could not reach you. We received a reply of you via email on 07/19/2023 stating that the refund was process. We were able to speak with you on 07/20/2023 and you confirmed us that you do not require any more assistance in regards of this matter.
If you 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 1280512736.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 07/20/2023

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:07/15/2023
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.
Hello, I have used tracfone for years with small issues. Recently, 1st on June 15th 2023 I had tracfone resolve an issue with my phone. During the repair they lost my data, they were able to get the data back after several phone calls and a lot of time spent on the phone this phone call in particular I spent six and a half hours on the phone to get back my data. Again on July 5th 2023 I had a similar issue when I called and they resolved the issue but all of my data voice and text balance was wiped clean zero balance, I had ***** gigs of data, 19,6002 minutes of talk and $19,885 text minutes. On this day I spent 10 and 1/2 hours on the phone, and the following day spent an additional six and a half hours on the phone. One person was able to restore my voice minutes. Still continuing to call I ended up with someone from corporate this person his name was **** was not helpful at all and took away all my minutes of everything on this day I spend an additional six and a half hours on the phone. I finally gave up because I was being called a liar I had screenshotted all my data minutes and texts so I have proof of the date and time you know to back up my claim. With no resolution I calculated the amount of money lost it came to $650 plus tax that I was not able to reclaim. In frustration I opted to use their Unlimited Plan until I could find another carrier. Again on July 11th I had another issue same result. During the call my problem was resolved with no help from them. Not sure what to do or how to get my money back it's not $50 that I lost it was much more significant. I'm hoping to get help in reclaiming my money TracFone apparently cannot track purchases or current balances prior to their problem. The data text and voice loss as mentioned above occurred after TracFone technician performed and operation to cure problem with my phone. If you need any more information I'd be happy to provide it I still have the screenshots and I'm still out $650 thank you.
Customer Answer
Date: 07/25/2023
---See attachments--
Tracfone did contact me and said they would reinstate my stolen/deleted ***** voice min, ***** text min, ***** gigs of data but have NOT followed through. Half of the data is the only thing i see. I want a cash refu d for above service that was removed from my accout from Tracfone $650.00 worth of service taken. Or fully reinstate my balance. Refund
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 7/15/2023 regarding BBB Case number ******** complaint.

In accordance to **************** complaint alleges that hes having issues with his data that is wiped out and no one resolved his issue, he is now asking for a refund.

As per investigation, the customers account is active and well provisioned in our system, our records show usage indicates that the phone is in use. Also, the customer sent us a screen shots of the lost minutes, text and data, our records show minimal usage. Hence, we need to speak with the customer directly to further assist.

We spoke with **************** on July 21, 2023 via phone number ************ and he claimed ***** voice minutes was lost, ***** text messaging, ***** GB of data. We conduct investigation and submitted escalation. Moreover, Ticket was created on 7/28/2023 to replace the minutes and data with reference number **********. We schedule for a follow up callback. Multiple attempts were made via phone number ************ and e-mail *********************** on 7/17/2023, 7/18/2023, 7/22/2023 and 7/28/2023, but we have not been able to reach him. We receive an e-mail response which he requested a callback and attempt to contact **************** on 7/29/2023 via phone number ************ but still we were unsuccessful, routed to voicemail box.

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.

Refer to ticket number 1280483895.

**** you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/14/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About 6 months ago, I purchased a phone for my 90yr old great uncle when my grandma went into the hospital. This was important for him to be able to check on her or reach out to myself if he needed anything. Last week, the phone stopped working. Knowing that it's pretty much a throw away phone, I just bought a new one. The new phone had the exact same issue. I spent over 2 hrs on the phone trying to get it working. When it wouldn't work, I asked them to cancel the service. I called again today, 7/14, to make sure it had been canceled. To be clear, the account is in my name, with my email address. The service had not been canceled. I provided them the pin for the account. They then asked for 5 or 6 phone numbers that had been called from the phone. I provided them that information. After all that, they told me that I needed to log into my account and set up a security question (which wasn't required to set up the account). The issue with this is that it sends a pin to the phone, which I do not have in my possession at this time. It seems absolutely unnecessary after all the information that I provided them. Also, when I asked to cancel the 1st time, I had also asked to be refunded the service payment that I made on 7/6. They refused. The phone had not worked since that payment had been made.
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 15, 2023, regarding BBB Case number ******** complaint.

Mr. *****, complaint states that 6 months ago, he purchased a phone for his uncle. Last week, the phone stopped working so he bought a new phone. However, the new phone had the same issue so he called us to fix but its not. So he decided to cancel the service. On 07/14/2023, he called again to verify if the account cancelled or not. The account is under his name and also the email. He figured out that the account was still not cancelled even though he provided the entire information for the authentication purposes. Furthermore, refund was requested since the device was not working and the payment has already made.

As per investigation, Account was pulled up using the email address and record shows phone number is active and provisioned in our system. Upon checking on the balance there was already a usage so we cannot provide a refund from the service added. We can only cancel the service and do the authentication process.

We spoke with Mr. ***** on 08/01/2023, 2:52 PM EST at phone number ************. As per conversation, we try to initiate the troubleshooting however Mr. ***** refused to be assisted due to the reason that he went to another service provider reason why he needs to cancel his service. Therefore, we proceed the cancellation through authentication however, he told us that he will call us back once he got home. On the same day he called us back and successfully deactivated the account. In addition, we briefly spoke with Mr. ***** on 08/02/2023, at phone number ************ about his cancellation request that it was successfully cancelled. Thus, we informed him that the case will be closed.

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

Please refer to Ticket Number 1281265479.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/03/2023

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. I am irritated that they still will not refund any money, but I refuse to waste anymore time with this garbage company over roughly $40.

Sincerely,

*************************
Initial Complaint
Date:07/13/2023
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 4-10-2023 I purchased a ******* A53 5G cell phone from Straight Talk online. On 06-13-2023 the phone started to continuously reset itself until the battery died and was completely unusable. When Straight Talk was contacted we were told to wait for a shipping label to send in the phone for a replacement. After sending the phone they had to be contacted to find out the status of the replacement phone. When they finally sent out a replacement phone on 06-27-2023, they sent a ******* A03S. When I called to correct the issue, I was told it was up to the warehouse what they sent and they are very similar phones. They are in fact not similar phones and I told them this is not acceptable, I either want my money back or the phone that I bought. I was told I had to wait for a response. Called back on 07-03-2023, went over entire situation and was told (again) I would have to wait ***** hrs while the claim was being escalated and I would receive a call back. A call back never came, I even saved their number in my phone to not miss a call. On 07-11-2023, eight days later, I called Straight Talk asking about the status of my replacement or refund. I was finally told that a replacement phone was shipped via *** on 07-11-2023, and it would take 1-3 days to arrive and a email confirmation would be sent in up to 24 hrs. On 07-12-2023, after not receiving a confirmation email, I called back to check the status. I was told I had to update my email address to receive the shipping confirmation, even thought I was receiving emails from straight talk for pin verification. They could not email a tracking number and they would not tell me the number so I could write it down myself. On 07-13-2023 called back again to check status. Was told the phone was shipped via *** and was being delivered today but give it up to 3 more days. I asked why I had to wait 3 days if it said it was being delivered today, and asked again for tracking number so I could have it. They would not give it to me.
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 13, 2023, regarding BBB case # ******** complaints.
Your complaint states that you purchased a ******* A53G on 04/10/23 through the Straight Talk website. Then, you mentioned that after activating the phone, it continuously reset by itself until the battery died; therefore, you requested a replacement device, but you received a ******* A035 instead of the one you purchased. Consequently, you requested the phone to be repair or the right model to be sent to you. Finally, on 07/11/2023 you were told that your phone was shipped, but until today you have not received any phone.

In reviewing your account, we were able to find that the phone number that you give us on the complaint is currently active with a $55, ultimate unlimited data, unlimited talk, text, and international calls to Mex. and Can., with 15GB of high speed data for 30 days, and is showing well provided in our system, as usage shows that the phone has been used.

Straight Talk Wireless 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 Straight Talk Wireless phone on 07/25/23. We determined the device needed to be replaced, since the phone that you received was not the equal as the one you send us per Reference Ticket No.1280905024.

To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number 1Z6980XX9039036305 on 07/25/23. The shipping information was provided to the customer via e-mail at **********************************.

Our records indicate that we did not receive the damaged phone from you. Please know that in order to avoid the service ticket being closed and causing further delays, Straight Talk Wireless requires our customers to return the damaged device within the ****** return period. Per Straight Talk Wireless' policy customers are responsible for returning devices in a timely manner.

In this instance, we will need to speak with you to discuss the eligibility for a replacement device and whether the requested device is available per our inventory. Replacements will be made in accordance with available inventory. Please note that damaged devices sent to Straight Talk Wireless' warehouse will not be shipped back to our customers.

We were able to speak with you via the phone number ************ on 07/26/23 and as a courtesy, we have updated the replacement ticket and we informed you that in order for the replacement device to be sent, we need to confirm the receipt of the damaged phone in our warehouse. Please allow 7 to 10 business days for receipt of the replacement phone, and check *** tracking number once available for shipping updates on the status of the device.

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 e-mail reference number ******* or Ticket Number 1280475569.

Thank you for choosing Straight Talk Wireless

Sincerely,
Executive Resolution Department

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