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

3,487 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:07/11/2023
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.
On June 30th 2023, our home internet had a connection problem but we both have cellphones so we thought wed still be able to access our online accounts. This did not happen so on July 3rd we called Tracfone customer service and one rep attempted to install a hotspot on one of our phones. This was unsuccessful. On a further call the rep said that a hotspot could not be installed on our phone. When asked what the previous rep had done they did not know. We were transferred to a manager who after many attempts to figure out why our data was not engaging, stated that she saw a miss match in our data set up on both cellphones. She instructed me to turn off the phone, turn it on in 15 minutes and that 30 minutes from that time she would call me back to see if the troubleshooting had worked. It had NOT worked and we received no return call, as promised. Were still experiencing home internet issues and our phones are not using the data we have stored on our accounts. The contact number listed on this complaint is a LANDLINE.The cellphone numbers involved are: ************ and ************
Business Response
Date: 07/25/2023

Dear ***** and *********************:

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 are not able to use the mobile data on your devices with the numbers ending in **** and **** so you contacted customer service on July 3, 2023, but you did not receive the required assistance as every time the troubleshooting did not provide results.
We checked your both accounts and reviewed that the data features were set up properly on our system. For these types of process, its necessary to check directly with the phones to identify the main issue.
Based on the usage records we reviewed for your accounts 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.

We attempted to reach you via phone at ************ and email was sent to ********************** on 07/14/2023; however, we were unable to speak with you.

We talked to you via phone at ************ on 07/15/2023 but you requested to be contacted on the next day due to personal business.

As you requested, on 07/16/2023 we contacted you on the previous phone number you provided us and we worked to troubleshoot both phones using the different process available for no data connection, but we were still with unsuccessful results, following the process we sent you replacement *** cards for each phone and we accorded that we will communicate with you as soon as possible we confirm you receive your *** cards.

On the follow up for the shipping, one of the products presented a delay, we make sure that the order was reprocessed however, it will take more days for you to receive it than the other one that was successful from the beginning.

One of the *** cards arrived on July 19, 2023, so on the next day, we attempt to contact you via phone at ************, ************ and ************ and email was sent to **********************, we received your response giving us the best time for us to contact you during the week.

On 07/21/2023, you called our customer support at ************************; they updated the *** card that you received from us on the phone number ending in ****. You called back again on 07/22/2023 and 07/23/2023 to our customer support for technical troubleshooting. Based on the usage records we reviewed for your account, and it does appear that a service interruption occurred during that time period because the benefits were not updated automatically by the system on the *** change date.

We attempted to reach you again via phone at ************, ************ and ************ on the time frame you provided us on your emails, but we got not answer, furthermore an email was sent to ********************** on 07/23/2023 but we were unable to speak with you.

You talked to our customer support at the phone number ************************ on the same date and they updated the records that were incorrectly set up for your services.

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

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

Sincerely,

Tracfone Wireless Inc.

Customer Answer
Date: 07/25/2023

Complaint: 20304589

I am rejecting this response because: the data issue has not been resolved. The *** card that was received was inserted as instructed by the Tracfone rep. and troubleshoot was performed fir cell ending ****. After about ************************************************************************* 30 minutes. That call was not returned until the next day while we were out at work. In addition an email is sent stating that they tried to reach us but were not able to. We will call back when were able to but the calls usually end the same way. Nothing resolved and that a callback will be made shortly. With an average of 60 - 90 minutes per call, when were able to troubleshoot with a rep. this is a huge amount of time being wasted when there is no success. We stress this with the Tracfone reps but they do not seem to understand or empathize with our situation. They ask us to hold on for a couple of minutes that ends up being over an hour. The second *** card arrive for phone ending **** and we have a call scheduled for this evening. We will try again with this phone despite having no success with a similar process with phone ending ****. We hope for a resolution and less time didnt on the phone tonight.

Sincerely,

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

Dear ***** and *********************,

We do apologize for the inconvenience. Per conversation customer stated her data is not working on two Tracfone devices she has with phone numbers ending in **** and 1643.

Ms. ***** stated she is not able to speak now because she just got home from work and that a different representative will contact her at her convenience.

To better assist you with your matter we will need to speak via phone to have trouble shooting steps made to your device.

What will be a good contact phone number and time where you can be reached to?

You may reach me directly to *************************.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/06/2023

Complaint: 20304589

I am rejecting this response because:
We submitted our complaint on July 11, 2023, and since then we have spent in excess of five hours on the phone in several sessions with various representatives, troubleshooting our phones.

All those troubleshooting sessions have failed to enable our phones to run on data only, or to surf the internet without wi-fi.

One manager we spoke with, long before filing the BBB complaint, stated that she saw a "data mismatch" on both of our accounts that she was trying to correct. That manager had stated that she would call us back within thirty minutes of our call. That callback never came. Since then, we've gone over similar trouble-shooting exercises with different reps without improvement in service.

We work during the day and are tired when we get home. Our time at home is precious and we have spent an excessive amount of it trying to get Tracfone's error corrected. We informed ******* at Tracfone that our data on both our respective accounts, as well as our phone minutes and texts, accumulated over the months had been wiped out to zero as a result of Tracfone's troubleshooting efforts. This had happened despite us being on an unlimited talk and text plan that gives us 3 Gigs of data monthly. ******* was able to restore the unlimited talk and text but not all the gigs of data returned, On July 26, ******* called us and stated that she was "working on escalation for the phones," which we understood as getting approval to have our devices replaced. She said she would email us if she needed to speak with us further. She told us that no other Tracfone rep would be calling us.

We were surprised to receive the most recent call, on Wednesday August 2, from Ms. Cernadas at ******** asking us to go to an Apple store to have our phones checked. She also stated that she had sent something to our phones to correct the ongoing issue: another failed trouble-shooting effort.

We don't know where to go for relief???

When and how will our legitimate claims be resolved???

A fair solution would be for Tracfone to replace our defective iPhones purchased from Tracfone, not just swap in new SIM card which did not work; restore the correct amount of gigabytes of data, unlimited phone minutes and unlimited texts, to the correct amount--- pre unsuccessful Tracfone trouble-shooting efforts; and ***** us six (6) of our current service plans gratis, free.

Thank you.

Stay well.

Sincerely,

Faith and *********************
Business Response
Date: 08/07/2023

Dear Faith and *********************,

We do apologize for the inconvenience. Per conversation customer stated her data is not working on two Tracfone devices she has with phone numbers ending in **** and 1643.

On August 2, 2023, Ms. ***** stated she is not able to speak now because she just got home from work and that a different representative will contact her at her convenience.

As per conversation APN updates were sent to your device but Ms.Faith was unable to have the troubleshooting steps to be made.

To better assist you with your matter we will need to speak via phone to have trouble shooting steps made to your device.

Based on the information provided a request for fair solution would be for Tracfone to replace our defective iPhones purchased from Tracfone.

LIMITED WARRANTY: New Apple iPhones are covered by a one-year limited warranty offered and administered by Apple.Please visit apple.com for more information.

I you should still require assistance you may contact ************** enter pin number 1900.

Hours of operation are Monday through Friday from 9:00 am to 7:00 pm EST.

Based upon the forgoing, we will close this matter as a final response.

Thank you for choosing Tracfone wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist

Customer Answer
Date: 08/07/2023

Complaint: 20304589

We reject this response because: Representatives from Tracfone Corporate offices have reached out to us. We hope that they will at least make an ******* effort to address all of the issues that we detailed in our previous emails.
It's clear to us that ***************************** does not have the time nor patience to treat us with respect. We are in fact customers of Tracfone who highlight a flaw in their service which we have been paying for over two years. That ********************** willingness to close the complaint without positive corrective resolution, nor restitution for our time spent (wasted??) trying to get this issue corrected, demonstrates the contempt she has for us.
We would rather not have any further dealings with her.

Sincerely,

Faith And *********************
Initial Complaint
Date:07/10/2023
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 put my grandparents to on my phone plan. My grandfather's phone got mixed up in the shuffle and ended up with his tracfone Sim in it when we realized it, it already was locked by tracfone. I've called numerous times for them to unlock it and at first they said they would then I had to call back and they saidthey couldn't then they said I l had to reactivate his tracfone plan to to recieve a text to verifying the Ccount when we provided all of his information. They refuse to transfer us to a supervisor also.
Business Response
Date: 07/18/2023
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 number ******** complaint.
Mr. ****** complaint states that he put his grandparents service to his phone plan. His grandparents phone got mixed up and ended up using his sim card realizing it was already locked. He called Tracfone multiple times to unlock the phone and was told that they couldnt do it. He had to reactivate his Tracfone plan to receive a text verifying the account when providing all his information. He asked for supervisor unfortunately it was decline.
We attempted to locate Mr. ******* account by utilizing our tools using his information such as name and mailing address. Unfortunately, there were no accounts found. Hence, to address the matter we need to speak with him for assistance.
Mr. ****** was contacted on 07/13/2023, and 07/14/2023 at phone number ************ an email *********************** regarding with his unlocking request however, we failed to get hold of him. We are still waiting to hear it from him. On 07/17/2023 we spoke with ************** and ask for the **** number of the device that his trying to unlock. Upon further review the device that his trying to unlock is a BYOP iPhone SE device therefore we set up a call courtesy call back since we need to verify first from our unlocking department if the device is eligible for unlocking. We spoke with our unlocking department and they confirmed that the device was already unlock.

Moreover on 07/18/2023 we spoke with ************** again and informed him that his BYOP iPhone SE was already unlock and all he has to do is connect the device to Wi-Fi, insert the new sim card from the new service provider and restart the phone. Thus, we informed him that case will be closed and if in case he needs further assistance he can call us back anytime.

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 1280202899.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/19/2023

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:07/10/2023
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.
In **** tracfone ran a promotion of bay a year and get a free year. So I paid for 09/**** and got 09/2002 thru 09/2003 free. In 09/2002 they took out an autopayment (over $100) and made the account paid thru 09/2004. This autopay should have never occurred since the phone was already good until 09/2023. My wife just died 07/06/2023. I called and asked for refund for 09/2023 to 09/2024. They refused because "COMPANY POLICY" says no refund after 6 months. The auto payment should never have happened until 09/2023 so I believe it I should still get a refund for the year that will never use their service.
Customer Answer
Date: 07/28/2023
Tracfone has blocked every attempt to communicate with them.   Attempts are as follows
1. They sent code to my email multiple times but it takes about 10 minutes and they will not accept the code after 5 minutes
2. They SAY they sent code to the trac phone but never arrived
   3. They asked for numbers called from this phone but immediately said they were never called even though I called for my dying mother so I know they were valid
        I even made 2 calls using the phone but they refused to accept them
    I have made every attempt to communicate with them but they refuse to send a refund unluss I can prove who I am.    They do see the 2023-2024 was paid but they are refusing to refund even though the phone will never be used by my DEAD WIFE.

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 11, 2023, regarding BBB Case number ******** complaint.
Mr. ******** complaint states that that he wants a refund for the year that he was not able to use the service.

In reviewing Mr. ******** account, our record shows that there was a year of service plan added in the account on 09/05/2022, it was charge for through the auto payment process. The account is active through ******* Network, it has sufficient balance to use all the service; however, the account is not being used.
We spoke with ****************** on July 26, 2023 at ************, we asked the phone number associated on his wifes account, tried to validate before we can process a refund; however he is unable to provide exact information to validate his wifes account. He requested a callback because he will be checking the phone number that her wife dialed on the phone for the past 60 days. TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
We tried to contact ****************** multiple times via phone number ************ on 7/17/2023, 7/24/2023 and 7/31//2023, but we have not been able to reach him. We are still waiting to hear from ******************. We have received an e-mail response on 7/17/23 and 7/24/2023 stating that he spoke with a representative and was told that he will be refunded on his old credit card. However, when he called back and let someone review his account about a refund, he was told that there is no refund in progress and no records found in the account for refund request. We do apologize for any inconvenience. Therefore, we need to speak with ****************** to provide proper resolution regarding his complaint.

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 1280464643.
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
Today I got a person that just kept saying the autopay was cancelled which cancelled the payment.   They still refuse to issue a refund when ALL THEIR SCREENS SAY I HAVE OVER 400 PAID DAYS ON MY ACCOUNT.   ALL SCREENS SAY I AM PAID THRU 09/11/2024.   I am asking for a refund for 09/11/23 to 09/11/24. I can see that this phone system is nothing but a scam that once they have your money you will never get it back.
Customer Answer
Date: 08/02/2023

Complaint: 20301934

Today I got a person that just kept saying the autopay was cancelled which cancelled the payment.   They still refuse to issue a refund when ALL THEIR SCREENS SAY I HAVE OVER 400 PAID DAYS ON MY ACCOUNT.   ALL SCREENS SAY I AM PAID THRU 09/11/2024.   I am asking for a refund for 09/11/23 to 09/11/24. I can see that this phone system is nothing but a scam that once they have your money you will never get it back.

Sincerely,

***********************
Customer Answer
Date: 08/06/2023
Since TRACFONE REFUSES TO TAKE MY INFORMATION OVER THE ***** I HAVE LOOKED THRU ALL PAPERWORK AND NOW HAS ALL THE ***** THAT THE ACCOUNT WAS PAID THRU AUTO PAY EVEN THOUGH 2022 thru 2023 WAS ALREADY PAID AND THIS DUPLICATE PAYMENT PAID A YEAR IN ADVANCE SO 2023-2024
is already paid and obviously there is no calls for this time period.   Since the wife died July 6th 2023 the phone will not be used for 09-05-2023 to 09-05-2024 and I have now supplied all the proof that it is paid a year in advance.
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 contacting us again about the request for a refund for the remaining time on the account. We are sorry to hear that your wife passed away.

Service redeemed to an account is non- refundable. Tracfone service has 2 components with the pay as you go service cards. Days of service are paid for along with minutes, for calls; minutes for text and Data. A check of the account indicates that the phone was in use since the one year card was added for talk, text, and data. Although the card added was for service, with bonus minutes; the minutes were being used, and the one year of service has almost expired. The source of the remaining service days may be the result of adding minutes, which include service days, and may have been accumulating on the account. *********** days are not refundable. *

The final analysis is that the purchase is not eligible for a credit due to usage, and no refund will be processed.

Although the line is still active, the account must be authenticated to change the status. In addition, please refer to the following excerpt from TRACFONE WIRELESS TERMS AND CONDITIONS OF SERVICE,*, below; the terms , are available in their entirety on the TracFone Wireless Website.

*2. Termination of Service

Either party may terminate this Agreement at any time. Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so. Any Service which remains unused at the time of termination, including, promotional balances, cannot be refunded or transferred to another person.

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. ****
Customer Answer
Date: 08/16/2023
In 2022 the company requested an auto pay for the period of 2022-2023 which was ALREADY PAID. THIS RESULTED IN A DUPLICATE PAYMENT THAT WAS CREDITED FOR 2023-2024.   THIS TIME PERIOD HAS NOT STARTED UNTIL SEPTEMBER SO THERE HAS BEEN NO USAGE FOR THIS TIME PERIOD>   THEY JUST CONSIDER THE PURCHASE AS VALID WHEN I SAY THE PAYMENT SHOULD NOT HAVE BEEN REQUESTED.   IT IS QUITE CLEAR THE COMPANY WILL USE TRICKS TO NEVER OFFER ANY REFUND.   ALL I CAN SAY IS SINCE I AM A INFORMATION SERVICE EMPLOYEE THAT THEIR COMPANY HAS ALREADY LOST MORE THEN THIS PREPAID AMOUNT AND WILL NEVER BE OFFERED AS A PHONE COMPANY TO NEW EL DORADO COUNTY FAMILY'S THAT ASK. ABOUT SUGGESTED PHONE SERVICE.
Customer Answer
Date: 08/16/2023

Complaint: 20301934

In 2022 the company requested an auto pay for the period of 2022-2023 which was ALREADY PAID. THIS RESULTED IN A DUPLICATE PAYMENT THAT WAS CREDITED FOR 2023-2024.   THIS TIME PERIOD HAS NOT STARTED UNTIL SEPTEMBER SO THERE HAS BEEN NO USAGE FOR THIS TIME PERIOD>   THEY JUST CONSIDER THE PURCHASE AS VALID WHEN I SAY THE PAYMENT SHOULD NOT HAVE BEEN REQUESTED.   IT IS QUITE CLEAR THE COMPANY WILL USE TRICKS TO NEVER OFFER ANY REFUND.   ALL I CAN SAY IS SINCE I AM A INFORMATION SERVICE EMPLOYEE THAT THEIR COMPANY HAS ALREADY LOST MORE THEN THIS PREPAID AMOUNT AND WILL NEVER BE OFFERED AS A PHONE COMPANY TO NEW EL DORADO COUNTY FAMILY'S THAT ASK. ABOUT SUGGESTED PHONE SERVICE.

Sincerely,

***********************
Business Response
Date: 08/30/2023
Dear ***********************,

This is in response to the August 16, 2023, responses to Better Business Bureau complaint # ********.

Thank you for the additional comments and feedback about the request for a refund. We apologize for any miscommunication.

We are not disputing the payments; however, a refund will not be processed due to the time elapsed from the charge what was made. Request for a refund should be made with 60 days of the charge, but exceptions can be made up to 132 calendar days from the charge. An additional year of service was added to the account in place of the refund. A review of the account does not indicate that you contacted us within time for a credit to be processed.

We require notification in writing of any disputed charges within sixty (60) days of the charges or you will have waived your right to dispute the charges.

We regret that we are unable to comply with your request for a refund. And We are sorry to hear the action you will take in return.

Thank you for choosing TracFone Wireless to provide cellular service.

************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:07/10/2023
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 reached out on multiple occasions to tracfone in reference to needing to port my current number, but wanting to keep my existing service. I originally paid for a 365 limited data, and minute plan, but never use any of those services as immediately upon activating the account, I started paying for a monthly plan to increase the amount of data available. I spoke to several representatives to over chat 3 to 4 over the phone and essentially was advised to port my number and then when I restarted my service I could call for a new number to keep the same Sim card and the service will be reapplied to the accounts . Ive finally received my new phone number shortly there after the phone stopped working again, I reached out multiple times confirm that my service and they wouldnt be in till **** spoke to several different representatives, several of which were rude and at one point I sent it to deny me service despite the conversations held. Today after speaking to ******, a representative with a tracfone employee ID ****** he refused to transfer me to a higher up, and essentially refuse to ensure that my service remain working. This company lies and misleads, they refuse to assist and often denies the right of customers for further escalation when receiving poor customer service. I have even had agents promise a call back and never received a call back.
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.

********************** complaint states that her phone number was ported out and then reactivate with a new phone number, but she experience poor customer service.

Upon review, the new phone number is associated to the network and that it is provisioned. Account has a transaction that her phone was ported out successfully. After a few days of reactivation and troubleshooting, her phone is now working with our services.

We spoke with Ms. ******** today, July 17, 2023, 09:27 AM EST. She voice out her frustration about the experience that she had with one of our representative. It was a very poor customer services. She also mention that her 365 days service days was not updated on her account.

However, when we double check the account with a new phone number. After gathering some information, while we were doing the conversation. It showing that the account is working fine with our network. The 365 service days was updated in her account and the transaction for porting out was a success. Educate her about updates and at the same time say Sorry, for poor customer service she had experience. Nevertheless, we make sure that she is at ease with us and by doing that, is to inform her that we will educate that representative, whom let her experience uncomfortable with TracFone. She agree and will closing the case as resolved.

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 1280454073.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:07/10/2023
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.
7/5 ordered ******* galaxy a14 5g from tracfone on line. next day got email that phone was delayed and backordered.Went to ******* on 7/9 and bought tracfone, same model, there.Called tracfone and asked for refund since phone was not available and they did not know when it would ship.They told me they could not refund my money, call back after 3 days, ****, and they would refund the money. Called on **** and they said they were upable to refund the money, no one could do that for me.asked for supervisor to call and they claimed they could not call me back.
Business Response
Date: 07/14/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 10, 2023, regarding BBB Case number ******** complaint.

As per customers complaints, ****************** purchased a ******* Galaxy A14 5G on July 5, 2023 via Tracfone website. However, her order was delayed and backordered. Eventually, she purchased the same model in ******* and request a refund for the phone she ordered on the website.

We spoke with ****************** today, July 14, 2023 2:15 PM EST 2:48 at ************; we confirm from her the she made an order on July 5, 2023 and provided us with an order number *********. Furthermore, there was a chargeback made on July 12, 2023. We advised ****************** to coordinate with her financial institution.

In review, we were able to pull up an active Tracfone account. ****************** made an online purchase of a ******* Galaxy A14 5G on July 5, 2023; however it was backordered. We verify from the records, that the device was not sent; system could not locate the shipment details for the *** tracking number 1ZY902R60224146422 and the status of the device is NEW. On the other hand, record shows that the refund was processed on July 12th. We advised ****************** to contact her bank or financial institutions. Our refund process is practically real-time. However, the turnaround time depends on the customers bank or financial institution.

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 1280211030.

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:07/08/2023
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 13 May '23, I purchased an annual plan for $218.33 with my *********** debit card from Tracfone for my #********** 'phone number cellular service. They sent me a new 'phone after I sent in my old, damaged one. I have spent over 5 hours over the last several days trying to get my 'phone activated, with no success. Their 'customer service' is unable to activate my 'phone. I then tried to cancel my plan and get a refund, but they say I have to get my 'phone activated to cancel! This is a ridiculous 'catch 22" that makes the 'service' useless. There is no way to cancel via their website! The website does not allow access to the supposed 'customer service' page. This is the worst 'phone provider I have ever dealt with!
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 08, 2023, regarding BBB Case number ******** complaint.

****************, complaint states that on May 13, 2023, he purchased an annual plan for $218.33 with his debit card from his Tracfone service with this phone number **********. He received the new phone after he sent back the defective phone. He have spent over 5 hours over the last several days trying to get his phone activated. Since Tracfone unable to activate his new phone and he is asking for a refund.

As per investigation, the phone number provided is active and provisioned correctly in our system. However, to initiate the refund we need to authenticate the account first under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We also need to verify which IMEI number of the phone that he wanted to activate since as per complaint Tracfone unable to activate his new phone.

Mr. ******* was contacted ,multiple times on 07/12/2023, 07/15/2023, 07/16/2023, at phone number ********** an email ********************** regarding with his request however, we failed to get hold of him. We received an email response on 07/17/2023, from kana ID: ******* stating that he called us and requesting to cancel his my account. Lastly, on 07/24/2023, we tried to contact again but we were routed to voicemail. We are still waiting to hear it from him. Due to the nature of his complaint, it is best that we speak with Mr. ******* directly for further assistance.

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

Please refer to Ticket Number 1280160264.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/25/2023

Complaint: 20292594

I am rejecting this response because:
I did call the company and again spent a fruitless hour or so trying to "authenticate" my account. They do not reach me because I do NOT want to use their service and Hhave the 'phone ***********) turned off! I will try one more time today to get "authenticated" and then continue my complaint to get my 'service' cancelled and refunded.
Sincerely,

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

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

In order to better assist please confirm the **** # of the new device that you were trying to activate.
We need more information in order to start the process of a possible refund.

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: 20292594

I am rejecting this response because:
Once again, I contacted the company, wasted 30 min. going over the same "authentication" process, with the same negative results. It appears I have to provide 2 'phone numbers that I often call with the 'phone and I simply do not know what numbers I called with that 'phone. I therefore will no longer waste time on this ridiculous process. I received a refund from my credit card company so I don't care what Tracfone does with my acct. My complaint about the difficulty dealing with this company still stands.

Sincerely,

*************************
Customer Answer
Date: 08/15/2023
I spoke to the company numerous times, and they were never able to 'validate' my account in order to cancel it!
Business Response
Date: 08/17/2023
Dear *************************,

This is in response your rebuttal 08/15/23 regarding your Better Business Bureau complaint.

For your protection we need to properly authenticate the account. Please confirm the **** # of the new device that you were trying to activate.

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: 08/19/2023
I DID give them the information in at least 3 calls to the company. I am not trying to activate a 'phone, but CANCELL a subscription. The imei is 350 214 925 142 799.
What is it about CANCELL SUBSCRIPTION that these ignorant people do not understand?
thank you,
j
Customer Answer
Date: 08/21/2023

Complaint: 20292594

I DID give them the information in at least 3 calls to the company. I am not trying to activate a 'phone, but CANCELL a subscription. The imei is 350 214 925 142 799.
What is it about CANCELL SUBSCRIPTION that these ignorant people do not understand?
thank you,
j

Sincerely,

*************************
Business Response
Date: 08/23/2023
Dear *************************,

This is in response your rebuttal 08/21/23 regarding your Better Business Bureau complaint.

The device IMEI # *************** is not activated therefore, there is no subscription to be cancelled.
We tried to reach 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.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 10/03/2023
This complaint IS NOT resolved. Attached is the company reply. As usual they apparently do not understand English!
They say they tried to contact me at **********, but that is the device that they state is NOT activated. It should be obvious to any intellegent person that one can not be contacted through a non-activated device. They still haven't refunded my money for the subscription I paid for, in spite of their denial that there was a subscription.
This company is a thief!
j

MESSAGE FROM BUSINESS:

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

This is in response your rebuttal 08/21/23 regarding your Better Business Bureau complaint.

The device IMEI # *************** is not activated therefore, there is no subscription to be cancelled.
We tried to reach 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 **************
Customer Answer
Date: 10/03/2023

Complaint: 20292594

This complaint IS NOT resolved. Attached is the company reply. As usual they apparently do not understand English!
They say they tried to contact me at **********, but that is the device that they state is NOT activated. It should be obvious to any intellegent person that one can not be contacted through a non-activated device. They still haven't refunded my money for the subscription I paid for, in spite of their denial that there was a subscription.
This company is a thief!

Sincerely,

*************************
Business Response
Date: 10/06/2023
Dear *************************,

This is in response your rebuttal 10/03/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm the order number of the service planed purchased or, upload the proof of purchase.

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: 10/14/2023

Complaint: 20292594

I am rejecting this response because: I believe it is only another attempt to avoid refunding my cancelled purchase. However, here is an excerpt line item copied from my *** bank statement with the charge shown!
"*** 13Debit Card Purchase - TRACFONE AIRTIME TRACFONE COM FLDebit- $218.33". The debit card was *********** #
Just for information here is a reply to the email they sent me regarding the service:
" They say they tried to contact me at **********, but that is the device that they state is NOT activated. It should be obvious to any intelligent person that one cannot be contacted through a non-activated device. They still haven't refunded my money for the subscription I paid for, in spite of their denial that there was a subscription (charges for which are on my bank statement!).

This is in response your rebuttal 08/21/23 regarding your Better Business Bureau complaint.

The device IMEI # *************** is not activated therefore, there is no subscription to be cancelled.
We tried to reach you at ********** but were unsuccessful."

Perhaps this will allow them to actually refund my money.

Sincerely,

*************************
Business Response
Date: 10/19/2023
Dear *************************,

This is in response your rebuttal 10/16/23 regarding your Better Business Bureau complaint.

In order to better assist please upload the proof of purchase form the bank statement or confirm the order number.

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:07/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/26/2023 my son and I purchased a cell phone for $242.99 through the Tracfone website and opted for the next day delivery. When the phone did not arrive, I called and they said the system was down. A few days later, my son called and they said it would arrive by *** by 7 pm that night. The next day I called and asked for a tracking number, they said the system was still down. I questioned this and then she said I need to call my bank to "release the funds". The phone was paid by my son's debit card and they had the money. As it had almost been over 10 days and there was no information about the phone, I asked to cancel the order and get a refund. She said they couldn't do that. She said I'd have to take it up with my bank. US Bank DID give us a preliminary refund, but it should come from Tracfone, not the bank.
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 8, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint alleges that TracFone Wireless did not send the phone she ordered online even if she paid for expedite shipment.

We spoke with **************** on 7/18/2023 at **********. As per our conversation, she confirmed that she received the phone on 7/18/2023. However, she already got a new one bought from other store. So, she wanted to get a refund for the device we sent. We informed her that she needs to return the phone within 30 days from the day she placed the order and she can use the same shipping label attached on the delivered package. Once we received the phone an automatic refund will be processed.

Upon reviewing Ms. ******* web order, we found out that the phone she ordered run out of stock. With this, it was delayed for a week. This is the reason why it says pending on the website. As per policy, we cannot process the refund for pending transactions because an item will be delivered automatically as soon as the phone becomes available. Reference tracking number for the successful delivery after a week of delay is 1ZY902R61324221436.

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 1280208502.

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:07/07/2023
Type:Delivery 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.
Have called repeatedly to get a status update on order placed June 30. Originally told it would arrive July 6-8 and almost immediately received email saying it was back ordered. I called to sort out the issue and have been repeatedly disconnected. I attempted online chats that went no where. I asked how to cancel the order if I was not going to receive it in a timely manner and was sent a link that went to 'page not found'. Another person promised me a call back within ***** minutes and, of course, that never happened. I am unable to track my order as their web site does not respond. I have again called and was on the line for over 30 minutes as their system is not responding. Same issue as previous days. The woman then told me cancelling the order is impossible once placed! It hasn't even shipped. When I pointed out that the site has a cancel option (not responding of course) she told me 'no it doesn't. Employee number ******* I was told that my only recourse was to file dispute with my bank. When I asked if they were truly not able to help any customers she replied that is correct! This has happened for 3 days. Emails go unaswered and no service. I want to cancel this order as I have lost all interest in this product. Order #*********
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 07, 2023, regarding BBB Case number ******** complaint.
******************** complaint states that she has called repeatedly to get a status update on order placed on June 30. Originally, she was told it would arrive on July 6-8 and almost immediately received an email saying it was back ordered. She called to sort out the issue, but she has been repeatedly disconnected. She tried to chat online, but it went nowhere. She was also not able to track the order as the website does not respond. She called again and the woman said cancelling the order is impossible once placed. It hasnt even shipped. They told her to file a dispute with her bank. She wants to cancel the order as she has lost interest in the product.
****************** was contacted multiple times via phone number ********** on 07/13/2023, 07/15/2023, 07/16/2023 and 07/18/2023, but to no success. We have failed to reach her. However, we received a response from her to one of our emails sent stating, She no longer interested. The ordered phone has arrived on 07/17/2023. She just wants to iterate that customer service was abysmal. To not even able to get an update on shipping was ridiculous. After being told a cancellation of the order was impossible, she then promised herself she would never order any item from our business.
As per investigation, a ticket was created for equipment not received on 07/13/2023 with reference number ********** for the customer to receive a refund of the order she did not receive. However, on the same day, it was cancelled since a tracking number was generated by the system to deliver the phone. It was delivered on 07/17/2023 at 2:54 PM at Porch by *** *********************** with the tracking number 1ZY902R60224115232.
Moreover, by the time customer placed the order online we do not have available stocks in the nearest warehouse which resulted the delayed of the shipment.
Additionally, the phone is now active and provision in the system. Our record shows that minutes were being in used for calling and data which means that phone is now being in used and working.
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 1280200126.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless and have a great day.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/07/2023
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 returned a phone for replacement to the customer service address listed on the webpage. This was June5,2023. I was told my replacement would be sent and would have it within **** days. After making at least 10 phone calls and being on the phone for hours I still don't have a replacement phone and this is now over one month. I spoke to them again today July7,2023 and was told I sent it to the wrong address and they don't have my address to even mail me another phone which is a lie I have an account with them. All I ask is for my phone to be replaced as soon as possible. I would appreciate any help with this issue. I have a ticket number from Tracfone which is#**********. Also a return from ************** for tracing number #********************** which is for package 0f the phone I returned to Tracfone *****************
Business Response
Date: 07/19/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 07, 2023, regarding BBB case # ******** complaint.
Your complaint states that you have returned your phone to replace it on 06/05/2023; however, you have not received the replacement phone.
We checked the ticket # ********** and **** ********************** tracking number you provided; we found that the phone was delivered to our corporate offices and not to any of warehouses. Nonetheless, we were able to update the information of the replacement process. Our records indicate that on 07/14/2023 your replacement phone was delivered as per *** 1Z7X28F00240164790 tracking number and activated per ticket # **********.

We attempted to reach you multiple times via phone ********** and emails were sent to cat-************** on 07/11/2023, 07/12/2023, 07/13/2023, 07/16/2023 and 07/19/2023, to provide you the updates and information of this process; however, we were unable to speak with you and you have not responded to our emails.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to email reference number ******* or Ticket Number 1280085750. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,
Tracfone Wireless ****
Initial Complaint
Date:07/07/2023
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 minutes from TracFone with my rewards on May 28, 2023. They were never applied to my phone rendering my phone unusable. I telephoned several times spending over four hours on the phone with them trying to resolve the situation. I purchased more minutes on July 5 to see if that would solve the problem. It did not I telephoned again and was disconnected. I telephoned today and was disconnected twice. All I want to have are my minutes on my phone so I can use it. I have spent about five hours to date on the phone with them all to no avail.
Business Response
Date: 07/14/2023
Dear ***************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 7, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that she purchased minutes from TracFone with rewards on May 28, 2023. However, they were never applied into the phone and lead to the phone being unusable.

We spoke with Ms. ******* on July 14, 2023, 2:30 PM EST at **********. As per conversation, we informed Ms. ******* the rewards points that was used to redeem a voice minutes on 05/30/2023 was successful. However, the active device that she has while doing the redemption is the old phone. But she mentioned that from the time she redeemed the minutes it did not work and thats the reason why she decided to transfer the phone number and service over to another device. She was not able to use the minutes due to phone is not working.

Upon review, transaction history of the **** indicates that it was successfully been redeemed since the plan that was used to redeem is TracFone $10 - 500 voice minutes / 0 access days - smartphone only. It has a service pin associated on it. Then afterwards, Ms. ******* made a phone upgrade on 06/17/2023 with the reference ticket number of 1278826557.

We informed Ms. ******* that we will be calling her back right away once we received an update regarding with the usage of the voice minutes if she was eligible for the minutes replacement.

Furthermore, the investigation came out and it was evident on our end that there is no usage for voice minutes from the date of 05/30/2023 when it was added up until 06/17/2023 under with her old ****. Therefore, the voice minutes was not carry over after the upgrade transaction and it has supposed to be carry over. When the voice minutes did not carry over, Ms. ******* purchased a TracFone 500 voice minutes card on 07/05/2023 and has remaining voice minutes of 486. Therefore we can proceed to process a replacement of 500 voice minutes for ********************************************

We spoke with **************************** again on July 14, 2023, 3:41 PM EST at **********. We informed Ms. ******* that she was eligible for the replacement and successfully provided the lost minutes with the reference ticket number of 1280330145.

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 BBB ticket number 1280102552.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************

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