Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

Complaints

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

Customer Complaints Summary

3,487 total complaints in the last 3 years.
816 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:07/13/2023
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
Initial Complaint
Date:07/12/2023
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 purchased a *** card from Straight talk on March 10, 2023 so I could switch from Verizon.Once I received It I put it in my phone and followed the instructions to switch my number over.I wasnt having any luck so I called customer service multiple times to try to get help.All I got was a run around from them and no help at all.After 3 days I gave up as I could not be without my phone any longer.I mailed the *** card back to them on April 5, 2023 and I have not gotten a refund from them.I called the refund department today and was on the phone for at least 45 minutes with them.The gal said she couldnt help me and she hung up on me.Straight talk has been the most difficult company I have ever dealt with. I just want my refund of $46.67.
Business Response
Date: 07/17/2023
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 12, 2023 regarding BBB case # ******** complaint.

Your complaint states that you purchased a *** card from Straight Talk Wireless on March 10, 2023, when you got and installed it on the phone, you tried to finish your port in to us but it was unsuccessful, so you contacted customer service multiple times to get the resolution; however, after 3 days the phone did not receive any service. You took the decision to return the *** card and receive a refund of $46.67 but when you contacted the department in charge of that they were not able to complete the process.

In reviewing of your account we found the portability process started on 04/04/2023. We were unable to process the requested port in, because you could not provide the correct Number Transfer PIN (NTP), account number or Zip Code associated with the account, which is needed to port in the number. Also, we found the purchased for the total amount of $45 unlimited talk, text and data, plus 5 GB of hotspot, which is the one that the refund is requested.

On the other hand, as per our term and conditions: Products purchased from our websites have ************************************************************************************** a refund, and the return instructions must be followed that came with the phone and pay the shipping cost to send it back to us. We were not able to locate the *** card that you returned.

We attempt to reach you via phone at ************ and email was sent to ************************** on 07/16/2023; however, we were unable to speak with you.

We have contacted you via phone number ************ on 07/17/2023; we successfully authenticated your account. We issued the refund for $45.6 to your account for the service plan purchased. Please allow up to 30 business days for the refund to reflect on your account.

We value your feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
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 1280427855. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.
Sincerely,
Tracfone Wireless Inc.
Initial Complaint
Date:07/12/2023
Type:Product 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 June 30, 2023 i ordered a ******* A21, they took my money. It said 1 to 3 business days to ship and another 1 to 2 business days in transit (i paid extra for 1 to 2 biz day shipping) i checked the website after 5 days (excluding weekend/holiday). they said "We apologize. We cannot process your request at this time. Please refresh and try again or call us at **************". I called them and they said they would make a ticket and wait 48 hrs and they would call. They didnt, so i called them, they said it would now take 72 hours to get a resolution. It is now July 12th, no phone, no call, and no resolution.
Business Response
Date: 07/17/2023
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 12, 2023, regarding BBB Case number ******** complaint.

Mr. ***********************, complaint states that he ordered a ******* A21 phone via Tracfone website on June 30, 2023. After 5 days he checked the website to see the status of the order, but he encountered an error it said: We apologize. We cannot process your request at this time. Please refresh and try again or call us at **************. So, he called customer service, and the representative created a ticket to escalate the issue and needs to wait for the turnaround time to get a response. But did not receive any call back.

As per investigation, we tried to search his name, email address, and phone number but there are multiple accounts shows.

We spoke with ************** today, July 16, 2023, 2:52 PM EST at **********. As per conversation, ************** provided the order number ********* and the email address he used when he placed the order. In addition, he also provided his Tracfone phone number ********** and there was a ticket created ********** creation date: July 10, 2023, for Sales support ***** escalation but its still in pending status. ************** mentioned that he already refunded for the said amount when he ordered a phone. With this, we checked the order number via ****** Mobility, but no records found.

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

Please refer to Ticket Number 1280426034.

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: 07/17/2023

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:07/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My service end date is the 21st of each month. ******* has interrupted my service pre the service end date saying that I must accept a new SIM card to continue service even though the phone that I have is an ** Stylo 5 and does does open from the back so I cannot insert a SIM card. ******* refused to consider my situation stating that I must accept a new SIM card. I tried and tried to convey this fact to ******* but they offered no recourse for my dilemma. Instead my phone is not functioning normally meaning I cannot navigate from the main screen or make phone calls or anything. I simply asked ******* to consider this but the agent that I tried to resolve this issue with would not hear anything that I was saying.
Business Response
Date: 07/08/2023
Please review the attached document. Thank you.
Customer Answer
Date: 07/19/2023
I responded to a voicemail left by TracFone/Verizon this morning after they received my second Complaint Please refer to # ********. This is an amended complaint. TracFone/Verizon contacted me this morning proving they have taken no action to resolve their mistake. They continue to interfere with my wireless service, again! The rep began the conversation stating that I refused to accept their SIM card. Again I restated what I have been telling them from my initial contact with them: ****** Stylo 5 that I have does not open at the back nor are there any side ports on this Model so I cannot insert any SIM card. Now my service has again been interrupted. I have made it clear to TracFone/Verizon if my service isn't restored very shortly I will have no recourse other than to discontinue my service completely with them. What they are doing is creating a problem (fraudulently) and forcing me (illegally) to basically go out and buy another phone. My ** Stylo works perfectly that is until TracFone/Verizon does something to affect the visual/graphics in my phone so that I can not use it effectively or properly. If my service isn't restored as soon as possible I will sever my business relationship with them effective 7/21/23 which is my service renewal date. Thank BBB. My service isn't restored as soon as possible I will sever my business relationship with them effective 7/21/23
Customer Answer
Date: 07/20/2023
---See attached letter regarding update----
TracFone/Verizon contacted me this morning proving they have taken no action to resolve their mistake other than to interfere with my wireless service again.
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 07/07/2023, regarding BBB Case number ******** complaint.
Your complaint states that your service was interrupted before the service end date. Upon contacting customer service you were advised to receive a new *** card in order to re-connect his service to upgraded network, but you refused it, because your phone model does not accept new ***. Since, your phone has been malfunctioning and you cannot navigate from the main screen properly.
In reviewing your account is currently active. Upon further investigation we have determined that your phone account is part of our Migration Network. Please know that ************* is now part of the ******* family and you can enjoy its network by just switching your ***. We sent you text notification on October of 2023 indicating that your phone needed to be updated.
Be aware that in reviewing the device we have register in the system the phone model supports Nano ***. To install the ***
1. Insert the ejection pin into the hole on the card tray.
2. Pull out the card tray.
3. Put the *** card on the card tray with the gold-colored contacts
4. Insert the card tray back into the slot
We attempted to contact you multiple times to the contact number ************ and email was sent to ******************* on 07/17/2023 and 07/18/2023 with no success. Nonetheless, we received an email response from you on 07/19/2023 indicating that you did not wanted to remain in communication with us.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ******* or 1280467738.
Thank you for choosing *************.
Customer Answer
Date: 07/25/2023

Complaint: ********

I filed a complaint on or about 7/7/23. Now about a week later my ** STYLO 5 phone is experiencing the exact issues as previously filed in the initial complaint. Service is not functioning properly with no reason for occurrence. Specifically the phone's images throughout are vague and cloudy suddenly just as in the original complaint. I have not responded to attempts to reach me by the carrier regarding these issues first experienced on or about 7/6/23 and I suspect that ******* has again interrupted my service because of this. My decision to cease all communication with ******* is because of they way that I was treated when I first tried to resolve this matter BB # ******** *******# *******

Sincerely,

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

This is in response to the July 25, 2023, rebuttal to Better Business Bureau complaint #******** .

Thank You for contacting us about the *** exchange offer. We apolgize for any miscommunication about the offer to change carriers, and regret the decision to end communications.
A check of the phone number ending in ****, indicates that the line is no longer active. A notice on the account does indicate that the phone is eligible for a free *** for the purpose of changing the carrier on the line. If the issue is with another line, please provide the phone, or IMEI number.

The issue you experienced with the line would need to be checked when the line is active, to determine if the issue is with the phone, the line, or the service. We are not able to check what the issue is if the line is active.

If you would like to get more assistance with this issue, please contact us. Additional 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 ************* to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142
Initial Complaint
Date:07/12/2023
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.
In **** ******* cell phone all of the sudden stopped working so she contacted the company (Tracfone) to see if there was anything that could be done. She was told to send her phone in and they would send her a replacement. We shipped the phone to the warehouse on May 9th by **** The phone was delivered to the location on May 25th. We waited for some kind of communication as to when she would receive the replacement but heard nothing. Usually within a week of them receiving the phone they ship the replacement, so I called. They started saying that they were having trouble accessing her account so they asked for her pin and the last 4 digits of phone numbers she called within the past 6 months. We gave them phone numbers of people she contacted daily and they didn't register which was very strange. The weekend of Father's *** she received a box from Tracfone. We were thinking great the phone came in, empty box with shipping label. So again I called and reached out to the warehouse telling them we didn't get the phone just an empty box. They said one would be sent give 3 to 5 business days. I reached out again and ever since have been told the same scripted dialog. I called today and still the same answer. There is a delay in shipping your phone and no tracking number available, please contact us in 5 business days. I have done this for going on 2 months now. I have all of my previous conversations recorded. I still have the original tracking from when we shipped her phone. Please help this is beyond ridiculous.
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 7/12/2023 regarding BBB Case number ******** complaint.

In accordance to Ms. ****** complaint alleges that she had issues with her mothers device, so she contacted the TracFone technical support. She was told to send the device back and they would send her a replacement phone, so she sent it back but several days passed but she havent receive the phone yet.

As per investigation, multiple accounts found in our system that is associated with customers information. Hence, we need to speak with her directly to further assist.

Multiple attempts were made via phone number ************ on 7/17/2023, 7/18/2023, 7/21/2023, 7/22/2023 and 7/28/2023, but we were unable to reach her, routed to voicemail box. Thus, we have left a voicemail message. Also, theres no email address provided in the complaint as well. We are still waiting for a response from the customer to address her concern accordingly.

Refer to ticket number 1280493439.

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.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/12/2023
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.
When I first opened an account with **********************, I purchased a life time double-minutes card. Yesterday I added a ********************************************************** 900 minutes. When I called Tracfone, I was told that my minutes should have been 340'ish minutes. I asked the agent to send me a text confirming it because it was not what I had received when I checked my minutes. She said it would take half an hour to send me the text.. When I never received said promised text, I called again and again and again. I was hung up on when I asked to speak with an American agent. I was repeatedly lied to and disconnected.Customers used to be able to see their minutes and expiration displayed on their phones, but now you have dial 611 to find out your minutes; which I believe is highly irregular.Tracfone has cheated me of my full 900 minutes and I am exceedingly angry with them and with a nation that allowed big business to ship jobs overseas..
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 12, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that she had a double-minutes phone; she purchased a plan with 450 minutes and should have received 900 minutes in total however, what she saw when she checked her balance was not the doubled minutes. She called Tracfone and was informed with the updated balance. She asked the representative to send the balance via text and was told that it would take an hour for her to receive it but she never received a text. She cannot see her balance when she turns on her phone.

In reviewing **************** account, our record shows that it is active and well provisioned. We checked the account to confirm the balance and it shows updated. Our record also shows that there were **** minutes delivered on 07/11/2023. Therefore, the doubled minutes was successfully added to her account but due to system delay, the balance that would show when she queried was not updated.

We spoke with **************** on 7/19/2023, at ************ and she confirmed that issue has been fixed yesterday when she called; her minutes was updated. She was displeased that she needed to call ****** to know her balance when before it would just show up on her phone. We apologized for the unsatisfactory experience. Thus, she no longer needs further assistance.

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 1280561263.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/11/2023
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 purchased a phone and a $20 time card. I called Tracfone customer service multiple times and no one was able to activate the phone. I am in the Catskills and service is bad, however, one rep started my time card on June 6th and told me the time was good until the 7th of July, but they never actually activated the phone. I was never given a number. Nothing shows up on the settings where the phones number should be displayed and no calls came in or went out. As I said, I called many times and spoke to numerous customer service reps. I was usually hung up on after everything they told me to do, didnt work. Clearly, they are not able to activate the phone, therefore, I want the card replaced. I am not asking for the $20 I spent on the phone, only the $20 I spent on the time card that customer service activated without activating the phone itself. If Tracfone would rather refund the money for both the phone and the card, thats fine, but I am offering a compromise. I started this complaint earlier, but was not able return to the complaint to finish it. (Your links didnt work) Tracfone sold me a phone that did not activate and activated the time card making me lose money. I would like this resolved as soon as possible.
Business Response
Date: 07/21/2023
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2023, regarding BBB case # ******** complaint.

Your complaint states that you purchased a phone and a $20 airtime card, so you tried to activate it by calling customer service several times but it was unsuccessful. In that process the service card was redeemed on 06/06/2023 but the phone was not activated. You requested a refund for the airtime card that you were not able to use due to the line without service.

We apologize for the recent issues that you may have experienced with your Tracfone Wireless service. In reviewing your account, we found that there were technical issues with our system that impacted the service.

We checked your account and we find a service plan on reserve for the phone number ending in ****, which was inactive, that a customer representative added when you called our customer support line. We restored the service on the phone number mentioned before on 07/17/2023. The account is active; also we verify that in our records the phone was showing the service.

We attempted to reach you multiple times via phone at ********** and email was sent to ************************ on 07/14/2023, 07/15/2023, 07/16/2023, 07/17/2023 and 07/20/2023; 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 1280326631.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/21/2023

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:07/11/2023
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.
Every since last week I have had my service back activated on Net10 & have even got a new cellphone #. My cellphone # used be: ************. My current cellphone is: ************. There is something that is wrong with the service. If I try to call a #, I cannot do it. It gives me weird messages like no signal or no service. Most of the times there be no signal bars on my cellphone; either. If a person tries to call me, I do not get the phone call or hear the phone. I just get a notification of me having a missed phone call most of the time. I cannot get & receive text messages; either. I call & complain about it to Net10's customer service. They give me troubleshooting steps to do like: giving the **** #, the sim card #, dial this # in my dial pad, turn off the phone, turn the phone back on, see if my cellphone is up to date, and even one time made me reboot my cellphone to factory setting. Once I do that, they tell me try to make a phone call, it goes through just at that time. They give me a test call of them calling me I hear it or don't hear. Once I get off of the phone with them, they probably comes back. I handle business on my cellphone. I am often gone from my house & need a reliable phone. Next week on 07/19/23 I am going to a medical appointment & need a reliable cellphone. On 07/26/23-07/27/23 I have very important legal phone calls that I am scheduled to receive & cannot miss them. I need this problem fixed. I had bought a $20 plan that has unlimited call & texting + a certain percentage high speed internet. There is no reason that I should be having this problem. Many times when I call Net10's customer service about this issue they are disconnecting the call as if they are being scripted on things to tell me. I had just bought this cellphone from Net10's website a little over a month ago.
Business Response
Date: 07/17/2023
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2023, regarding BBB case # ******** complaint.
Your complaint states that you have your service activated back on Net10 with a new phone number, as your old number used to be the one that ends in ****. Now your new number ends in ****, and you mentioned that no services have been working properly, as it prompts no signal or service available. Additionally, you communicated with the customer service to further troubleshoot your phone, including a Factory Reset process, but it did not provide any successful result. You requested assistance as soon as possible because you needed the phone for personal business.

We checked your account with phone number ending on **** and we found some previous history related with transfer the service to another device but the features were showing good on our system.

Based on the usage records we reviewed for your account for the last 30 days of service, it does not appear that a service interruption occurred during that time period, and it indicates that the device was functioning properly during that time period. However, we have determined that a transfer in request occurred from the old device with Serial Number ending in **** to the new device with Serial Number ending in **** per Reference Ticket No. ********** on 07/12/23.

Moreover, Net10 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 phone on 07/12/23. We determined the device needed to be replaced, since it was faulty per ******************* Ticket # **********. Please allow 7 to 10 business days for receipt of the replacement phone, and check *** tracking number 1Z7X29A90262779401 for shipping updates on the status of the device, as the shipping label is expected to be delivered on Tuesday, July 18 by 7:00 P.M.

In order to avoid the service ticket being closed and causing further delays, Net10 Wireless requires our customers to return the damaged device within the ****** return period. Per Net10 Wireless' policy customers are responsible for returning devices in a timely manner.

We have contacted you via the phone number ************ on 07/14/2023 and you mentioned that your phone service was transferred to your Flip phone device, due to better functioning of the service; however, you stated that you needed the service to be transferred over to the smartphone device with the Serial Number ending in ****.

Then, you requested to be contacted on the alternate line ************ to avoid disconnecting the call and complete the transfer request, as we were talking from the device you needed assistance with. We processed the transaction properly, but you requested a follow up on next business day to ensure all services were working as expected under the new devices network.

We spoke with you once again via phone number ************ on 07/15/23 and you did confirm that your calls, text, and data are working; however; you stated that you were not able to make calls to a specific number. Consequently, we processed all troubleshooting steps and we arrived to the conclusion that the other phone might be blocking the line. We are glad to know that your device is working as expected now with your new 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 email reference number ******* or Ticket Number 1280320902.
Thank you for choosing Net10 Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/18/2023

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:07/11/2023
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 paid for prepaid phone and service plan. It took them 5 days to activate due to towers being down. Then once o finally got service the volume and phone **** did not work. I called and they did a warranty claim to ship me new phone. I have called over 7 times and it has been over 3 months with no phone. I didnt get to use my phone or service plan. I want a refund of ***** plus 20 for the plan.
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 11, 2023, regarding BBB case # ******** complaint.

Your complaint states that you paid for a prepaid phone and service plan, and it took 5 days to activate due to towers being down. When you got service the volume and the phone **** did not work. You called and we did a warranty claim to ship you a new phone and you have called several times to get information about the replacement phone without success; there is 3 months with no phone. You are requesting a refund of $49.88 plus $20 for the plan.

The shipment for the new replacement phone was canceled because you did not return the defective phone, within the 30-day return window. In order to avoid the service ticket being closed and causing further delays, Tracfone requires returning the damaged device within the ****** return period. Per Tracfones policy customers are responsible for returning devices in a timely manner.

TracFone Wireless will no longer issue refunds on retailer purchases including handsets and airtime service cards. Unfortunately, as the device was purchased from a retailer store, and as there is more than ********************************************************** our system (02/28/2023), the refund does not apply. However, we are pleased to update the ticket to replace your phone and send a new request to our warehouse, but you need to return the defective phone first.

We have attempted to reach you multiple times via phone ********** and via email *********************** on 07/12/2023, 07/13/2023, 07/14/2023, 07/16/2023 and 07/23/2023, however, you have failed to respond our calls. We received an email from you on 07/16/2023, in which you provided the phone number that was attached to your defective phone, and you requested a refund instead of the replacement phone.

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

Please refer to email reference number ******* or Ticket Number 1280169038. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 07/24/2023

Complaint: 20305704

I am rejecting this response because: they did not tell me to send the device back when I called several times and did not provide a shipping return label. They do not stand behind there customers or there products.

Sincerely,

***********************
Business Response
Date: 07/28/2023
Dear ***********************,

This is in response your rebuttal 07/25/23 regarding your Better Business Bureau complaint.

Research indicates that another ticket # ********** has been created to send a shipping label.
We attempted to contact you at ************ but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/31/2023

Complaint: 20305704

I am rejecting this response because: they are giving false information, I was never told to ship it back or provided with a return shipping label. They are not being held accountable for giving customers faulty devices and not correcting the problem.
I want a full refund and I do not want to deal with this provider again.

Sincerely,

***********************
Business Response
Date: 08/02/2023
Dear ***********************,

This is in response your rebuttal 07/28/23 regarding your Better Business Bureau complaint.

Unfortunately, you are not eligible for a refund at this time. According to terms and conditions the device must be returned in order to send a replacement device.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 08/07/2023
Phone was sent back with label they provided after I complained- no refund issued or new phone as of yet
Customer Answer
Date: 08/07/2023

Complaint: 20305704

Phone was sent back with label they provided after I complained- no refund issued or new phone as of yet

Sincerely,

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

This is in response your rebuttal 08/07/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm the **** number of the device that was returned and phone number of the device involved.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:07/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a new ******* from Tracfone. No inventory they say. I offer to pay more for a better phone. Run around. No reply. They were paid very close to $100.00 and I have no new phone. I have **** prepaid minutes with them. I receive a constant run around. Transfered from 1 person to another. I'm going into the hospital the 24. I need my phone. My land line is ************ since the ******* I bought from them 2 years ago never has allowed me to answer. My order number for the 1 I just bought is ***********. I'llbuy a more expensive phone if their credit what they've already been paid. I turn 80 August 28. Dealing with this company is not easy. ************************ ***********...Tracfone number ************
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 11, 2023, regarding BBB case # ******** complaint.

Your complaint states that you purchased a new ******* phone from Tracfone.com, and you were told there is no inventory. You offered to pay more for a better phone; however, you offer was denied. You very close to $100, and you have not received the new phone yet. You have ***** prepaid minutes on your old phone that you would like to keep and transfer to the new phone. Your order number is *********and your Tracfone number ending on 2661.
Upon reviewing your account our records indicate that the phone ordered was out of stock, reason why you did not receive the phone on time. We apologize for any inconvenience this delay may have caused to you.

We checked your order # ********* which was on hold status for out of stock of the product. We immediately escalated your case to our warehouse, and we successfully retrieved the tracking # 1ZY902R60224143372 from **** for your order, the device was shipped out and delivered to your address on 07/17/2023.

As per our records show, your new phone was successfully activated and your phone number and service, as well as all the minutes for talk, text and data, were transferred from your old Tracfone to the new one, as per the ticket # ********** indicates. Records also show the service is being used. For the delay and for all the inconvenience on the shipment we added 30 days of free service to your new phone, reference ticket # **********.

We have contacted you on 07/19/2023 to the phone number **********; and you were able to confirm that you successfully received the new phone, and that it was successfully activated, and all the features are working properly.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******** or Ticket Number 1280205232. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/20/2023

Complaint: 20305017

I am rejecting this response because: I received 3 emails from Tracfone saying they were out of the phone I ordered new and I was told only had refurbished so I was told in it's place a A14 5G would be sent that day then I received what I perceive to be a refurbished phone that I first ordered but heats up where the battery is on the back. I'm afraid to leave the phone in the house for fear of fire. It's on my patio on a table sheltered.

Sincerely,

*********************
Business Response
Date: 08/02/2023

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

Per conversation your original purchase making model is for a Tracfone ******* A21with order number 108538248.
A previous representative successfully sent you the correct making model Tracfone ******* A21 concerning reference ticket number 1280340946.
Your *** tracking number is 1ZY902R60224143372 delivered on July 17, 2023.
Your replacement new device was activated July 18, 2023, with phone number ending in 2661.
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
Customer Answer
Date: 08/02/2023
They sent two refurbished A21 Tracfones even though I paid using my credit card on their website for 1 new one. They were out of the ******* A21 and Miami agreed to send me the ******* A14 5G Since it had gone on for weeks and the cost difference was minimal. The phone I turned on became very hot on the back of the phone where the battery was or is located. Fear of fire prompted me to put the phone on my patio. A lady called today wanting to send me a ******* A11 which I bought years ago and I'm replacing with a upgraded phone. Nothing they say makes sense. ******* now owns Tracfone and I'll be in contact with them. Thank-you BBB for doing what you can with a company who could careless. Hopefully ******* personnel will take over.

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

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

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

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

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

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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