Complaints

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

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

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:07/06/2023

  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.

  My husband has an iPhone SE purchased from TracFone, and TracFone service. Phone number ************. The phone portion quit working suddenly on June 28, while the rest of the phone and network capability were OK. I have spent many hours every day with 5 levels of tech support trying to fix the phone. Finally July 1 they told me it was a phone problem, agreed to replace the phone and would send it out immediately. He has now been without service over a week, and just now (July 6, 5 pm) ***** brought only an envelope for him to mail back his current phone. That was not the deal. They were supposed to send a phone and THEN we would return it. I call and cannot get connected to Executive Resolution without writing a letter. The computer hangs up on me when I try to get to anyone. WE NEED THIS PHONE and have paid for it, and I have spent countless time trying to get them to make it right. Is there any way you can help us?

  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 07/07/23, regarding BBB Case number ******** complaint.
  Your complaint states that your husband has an iPhone device that stopped working, after further troubleshooting you were told that the phone was defective and it needs to be replaced. However, after a week you received an envelope to send the phone back to receive the replacement but should be the opposite.
  
  We reviewed your husbands account and we found that the phone subject of concern was acquired more than a year ago; our terms and conditions states that New Apple iPhones are covered by a one-year limited warranty offered and administered by Apple. Please visit apple.com for more information. Therefore, we are not able to replace the phone as the warranty is expired and it needs to be handle by Apple Support.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ********************* on 07/10/23, 07/11/23, 07/12/23, 07/14/23 and 07/17/23, however, we were unable to speak with you. Although, you called and talk with one of our **************** agents which informed you about the warranty policies for iPhone devices; also, you sent us an email letting us know that you will send the phone to fix and will give us a callback with any update.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or **********.
  
  Thank you for choosing Tracfone 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. Please see the attached document, which repeats the TracFone Position, followed by my comments in BOLD. I hope that this will go on record and not be deleted from your files.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20284836
  
  I am rejecting this response because:  

  ----See attached consumer rebuttal----
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2023

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

  
  We do apologize for the inconvenience. Based on the information provided to better assist you in having this matter resolved we will need to speak.
  An email has been sent to you and you may also contact me directly via email to *************************.
  
  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
  
  Thank you for choosing TracFone Wireless.
  
  Sincerely,
  *************************
  Tracfone Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 07/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that no resolution is forthcoming. They have worn me down so I wish to close this case.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2023

  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 2 trakfone recharge cards valued at $***** plus tax. Purchased them on June 29th. Since I was supposed to have service until 7 July 2023, I held off on activation of the cards until 1 July 2023 so it would register for an additional month. When I called them to activate the cards I was told that the cards were not valid because they were white not green. I at no point was told that the white cards were invalid even though I was sold the cards in good faith by Lowes hardware store. It seems that the company was purchased by ******** and although it was not made public they decided not to honor the cards. My personal opinion is that they be required to honor these cards or send me 2 ***** cards which they will honor which translates to240 minutes and 6 months of service, or $50.00 check to cover taxes and the trouble Im having with their cards

  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 07, 2023, regarding BBB Case number 20284651complaint. 
   
  ********************** complaint, states that he purchase a 2 service cards, but were not added to his account.
   
  We review ******************** account, using Name, Address, Email and contact number, but no account matched. With this we need to speak to the customer to further assist with the concern.
   
  We contacted ******************** multiple times via phone number ************ and emailed to ****************** on 7/10/2023, 7/11/2023, 7/12/2023, 7/13/2023 and 7/17/2023, but we were unsuccessful we failed to reach him and we are still waiting to hear from him. 
   
  If ******************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to email reference number ******* or Ticket Number 1280059126.  
   
  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:07/06/2023

  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.

  I purchased a sim card and phone plan from Tracfone after being told by the company (via there website and from a customer service representative) that it was compatible with my phone. When the sim card arrived however, it didn't work with my phone. I called tracfone numerous times to try to get a refund only to be continuously disconnected by their customer service. When I finally got threw, I was told that I could get a refund because they had misinformation on their website regarding the sim card's compatibility with my phone, but the refund was never processed. When I tried to call back to follow-up about the refund, they told me they were instead processing a packing label. In essence, the company has created a million roadblocks to try to process a refund.

  Business Response

  Date: 07/25/2023

  
  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 purchased a SIM card and a service plan on the website as you were told that your phone was compatible with our network, you checked on the website and a customer service representative confirmed it to you; however, your phone could not be activated. As a result, you contacted customer support to request a refund, but you did not receive the required assistance.

  
  We have reviewed your order processed on 06/23/2023 as per order reference No. *********. You purchased a TF BYOP Mini SIM ************ Tri-punch and TracFone $25 Unlimited Talk and Text, 3 GB of Data in the amount of $28.77. As per TracFone Wireless return policy if you purchased your TracFone phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.
  
  We contacted you on 07/13/2023 via phone at ************ and discussed the findings on your purchase; to assist in the return of the items, we provided you with a pre-paid return label to ship the device to us since the inconvenience was in our side due to wrong information; as pert ticket reference No. **********. The shipping information was provided to you via email at **************************
  
  We advised you that in order to avoid the service ticket being closed and causing further delays, TracFone Wireless requires the customer to return the items within the ****** return period. Per TracFone Wireless policy customers are responsible for returning devices in a timely manner.
  
  We attempted to contact you on 07/24/2023 via phone in order to provide you tracking information, but we could not speak with you. Please allow 7 to 10 business days for receipt of the replacement phone, and check ***** tracking number ************ for shipping updates on the status of the device. If your return meets the above requirements and you have requested a refund, please be advised that it takes up to thirty (30) business days to process the return and credit your account.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to 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.

  Customer Answer

  Date: 07/25/2023

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

• Initial Complaint

  Date:07/06/2023

  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.

  June 22 I refilled my service. I called June 26th to see if my phone would work in ******. I was told yes it would. I went to ******. My phone did not work. June 28 I had to use the Hotel phone to call Straight Talk and see why it was not working. They told me to purchase an International calling plan . On June 28th I purchased a new plan, only 8 days after refilling my plan so I could have communication in ******. I purchased this plan and than was told to down load an app to make these calls. I did that. I still am not able to call international. I was left out of the country without communication based on false information. Now they have taken money that they are not providing a service.

  Business Response

  Date: 07/12/2023

  July 11, 2023
  
  
  Dear *****************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 06, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you were told that you could make phone calls from ****** if you purchase the 65$ plan; however, after you went to ******, your phone did not work. Upon contacting customer support, your issue remained.
  Some features on your device may not operate when roaming on the network of a network roaming partner. If you travel outside of your coverage area, your phone will not work. The coverage depicted on the Straight Talk coverage maps is based on the information provided by other Carriers and public sources and we cannot guarantee their accuracy. Coverage maps for your network may also vary based on your home location so please refer to our website for the most up-to-date coverage map applicable to your device and geographic area. Your coverage will also vary based upon the Straight Talk plan you select. Straight Talk is not responsible for any Service outages, interruptions in service or decline in the quality of service regardless of the cause.
  Depending on the Carrier network, it is possible that under certain circumstances your phone may roam if you are outside of your network coverage area and within *****************. Roaming occurs when a subscriber of one wireless service provider uses the facilities of another wireless service provider. Although there are no additional charges for using the Service while roaming domestically, Straight Talk does not guarantee your ability to roam nor the availability and/or the quality of Service.
  After reviewing the account, we found the payment made for the 65$ plan. We attempted to contact you on 07/10/2023, but we were not able to reach you. Later on, that day, we received a call from you, and you were assisted and informed about the information above and our service plans. We offered you then a free month of service as compensation for the problems caused; however, you were requesting a free year.
  Your request was reviewed, so we called you on 07/11/2023 and let you know that we are able to provide you with a free month, this because we found daily usage on your plan and no service interruption; however, you refused it. We offered you to process the refund for the 65$ plan that was purchased, but you refused it too and stated that you do not want to be assisted by our representatives.
  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 1280050686.  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.
  

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20283810
  
  I am rejecting this response because: in order to receive credit back for the $65 plan I purchased that they did not provide services for they would refund my card and stop my service. Of course they left that poart out of their response. They did not offer it as a means of compensation, they offered a refund or the plan I had already paid for. If I took the refund than my plan was cancelled. This still does nothing that their representatives left me with false information and left me out of the country without communication. 2 times I received false information that left me in a bad situation, and they will not do anything about it.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/28/2023

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

  
  We do apologize for the inconvenience.Per conversation, we compensated you with one month of unlimited service due to the inconvenience to phone number ending in 0660.
  Your new service end date is 09/12/2023.
  All the above information has been provided, so we will consider this matter closed.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  
  *************************
  
  Straight Talk Wireless Inc.

  
  BBB Specialist 

• Initial Complaint

  Date:07/06/2023

  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.

  I purchased minutes for my hew Smartphone on 7/1/23 through TRACFONE. After giving them my Debit card info and my name and address. I bought a total of 30 days use at a total of $38.75cents. After an hour on the phone. We could not connect the plan to my phone. I said I wanted my money back and was told to shut off my phone for 15 minutes. They would call me back in 30 minutes to confirm that I was connected. At 12;45pm on 7/1/23 I got a call back from a different person. The cell provider # is ************ by a manager by the name of ********. We went through all the motions again with NO success. I demanded my money back due to the fact I did not recieve their PRODUCT. He refused to give the money back to my DEBIT Master card.He said we are sending you confirmation numbers to your flip phone. Which I replied nothing is coming through. KEEP IN MIND in the previous hour conversation There was no problems with other confirmation #s. Which were ****** and ******. when I initially applied. I told the man that I will be reporting this to the BBB. I logged it my bank account. Their name is showing up as Straight talk airpos/877-430. I WANT MY $38.75 cents back to my debit card. Please help !

  Business Response

  Date: 07/13/2023

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 06, 2023, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint states that he purchased a $35 service plan with the total amount with tax of $38.75 last July 1st. He is requesting a refund for $38.75 he paid since the device is not working and does not have service.
  
  We spoke with ****************** today, July 12, 2023 4:02 PM EST at ************; we verified from the customer that he purchased a service plan on July 1, 2023; however, he was not able to use the service and refused to follow another troubleshooting. Moreover, we determined from BAFM that there was no usage reflected.  Thus, refund request was granted with reference number 1686623315_CR0.
  
  In review, we were able to locate an active Straight Talk account using the customers name. Mr. ******** Straight talk account is well- provisioned. The $35 plan he purchase was successfully added to the device and yet the phone remains no signal/service. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. We determined that there was no usage. Thus, refund was processed.
  
  
  If ****************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1280095756.
  
  Thank you for choosing Straight Talk Wireless.
                                             
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 07/13/2023

   
  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:07/05/2023

  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.

  Bought a ******** A20 in March of 2021 via HSN. With 1 year plan with prepaid minutes, text and data. Phone has been in good standing and been in service since activation in March 2021.. I met the twelve month requirement for unlocking. Carrier is trying to get $40 bucks to unlock even though FCC requires them to unlock phones for free for current customers who meet requirements. Called numerous times asking to speak with someone who could rectify the reporting error they said the don't forward calls and would not transfer to a supervisor and got hung up on

  Business Response

  Date: 07/10/2023

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 06, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you purchased a ******** A20 phone in March of 2021 via HSN with 1 year plan with prepaid minutes, text and data. The phone has been in good standing and been in service since activation in March 2021. You met the twelve month requirement for unlocking. Tracfone is trying to get $40 to unlock the phone, even though FCC requires unlocking phones for free for current customers who meet requirements.  
                  Tracfone 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.
  
  For Customers with non-Apple device, ********************** will provide an unlocking code to customers who request unlocking, it is provided if they meet the conditions:   If the Tracfone device was activated with Tracfone Service prior to November 23, 2021, then the device must have been active on Tracfone Service for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months.
  We checked your account and we found your complaint device is not a ******** phone; instead, this is a different phone model.  According to the system, your device does not meet the requirements to unlock it for free and you will be eligible for free unlocking after 12 months of paid and active service; however, you can still unlock your device, for a fee of $42 plus taxes where applicable. 
  Upon reviewing your account we found your complaint device was activated as first time in our system on 01/28/2021, on 04/02/2021 you transferred your phone number and service to the another Tracfone device with **** number ending on 2085.  On 08/30/2021 you transferred your service and phone number back to complaint phone with **** number ending  on ****, and then on 07/01/2023 you transferred again to another Tracfone with **** number ending on ****, and the same date phone and service was transferred back to the original device.  For that reason you are not eligible for free unlocking at the moment. 
  We have contacted you on 07/07/2023 to the phone number **********; and you provided the **** number for the device you want to unlock and we confirmed the phone is not a ******** device.  You stated that you do not agree to pay for the unlocking fee, because your phone is active since 2021 without any interruptions.  You were educated that this not only having your phone active for more than 12 months; this is because you have to redeemed service for 12 months without interruptions or transfers service to another devices.  You were also educated to refer to our unlocking policies in our terms and conditions in our website at www.tracfone.com.
                  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 1279874920.  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: 07/10/2023

   
  Complaint: 20279041
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/05/2023

  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 live in an area outside of cell service. I specifically purchased a tracfone because on the box it said it had wi-fi calling. Without wi-fi calling, I cannot make phone calls with the phone I bought to make phone calls with. I tried to enable wi-fi calling and it said, without explanation, that it couldn't do it.1.) When I called customer service, the robot told me *********** I solved an issue with your phone! Turn if off and back on again!" It told me this every time I called. I am not an idiot and I don't like being lied to or patronized.2.) After I got past him, the human woman, *****, on the other end told me that a) she couldn't help me b) she couldn't transfer me to anyone else c) I should *go on ******* for answers.* I have never been treated this way as a customer. I have never had a customer service rep ***** up their hands and put the responsibility for fixing an advanced piece of technology onto my shoulders, rather than theirs. And a refusal to transfer is almost as bad.

  Business Response

  Date: 07/13/2023

  Dear *********************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/06/2023, regarding BBB case # ******** complaint.  
  
  Your complaint states that upon purchasing and activating a TracFone device you started having issues with the Wi-Fi-calling. When contacting customer support for assistance they were unable to help with the inconvenience a bad experience.
  
  In reviewing your account, is inactive. Records show that multiple attempts to troubleshooting the device were made. Based on our records for last 30 days no usage was identified. We determined the device needed to be replaced.
  
  We spoke with you via phone at number ************ on 07/10/2023 to further assist you; however you informed us that the device had been returned to the store and that you no longer needed assistance as you took your business out to another company.
  
  We understand and respect your decision to end business with TracFone Wireless and we apologize for any inconvenience customer support team may have caused.
  
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or 1279982936.
  
  Thank you for choosing TracFone Wireless.       
                                      
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:07/05/2023

  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 refilled my Tracfone cell phone acct. on 07/04/2023. (For 7 years, Tracfone phone card have stated the same advertised statements of; providing "60 mins of Talk, Text and Web" time for the cost of $19.99. On 07/04/2023 I refilled the account and found that only 60 minutes of "Talk" time had been given...there was no "Tripling of Minutes" ( that I'm qualify for and always receive). I got NO "Text" minutes, and I got NO "Web/Data" minutes. I talked to 3 or 4 tracfone agents and all said the card was for "Talk Minutes" only...and that it did not include any minutes for Text or Web/Data. I scan/copy all of my financial transactions, and my financial records include 7 years of images of Tracfone phone cards front and rear sides...the art work/graphics of the phone cards hasn't really changed in that 7 years of time...All of the cards say the exact same thing of "60 MINUTES FOR TALK, TEXT, WEB". Tracfone is selling a product as though it provides many things (i.e. 60 minutes of Talk, Text and Web/Data ) when in this case they provide only minutes of "talk" time...which is only 1/3 of its advertised promises. I want to receive what what their card has promised, I want them to stop lying and be made to change their fraudulent marketing of their phone cards, and to make right the wrongs they have done.

  Business Response

  Date: 07/10/2023

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

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/06/2023, regarding BBB case # ******** complaint. 
  Your complaint states that upon refilling the $19.99 TracFone airtime service plan for 60 minutes of talk, text and data to your phone on 07/04/2023 and despite to have the triple minutes promotion applied to your account, the actual balance that was added did not include text messages nor data. Therefore, due to the impasse, you request a reinstatement for the advertised services that were missing.
  In reviewing your account we found that there were technical issues with our system that *** have impacted your service. We determined you are eligible for a service compensation regarding the missing balance. In addition, we have corrected the promotions assigned to your account, that way we can prevent future inconveniencies from happening.  
  We were able to contact you on 07/07/2023; we discussed your promotion status and the balance on the last redemption performed. As requested during our call, we issued 180 Mb of high speed data and 180 units for text messages with reference ticket 1279878288.
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future.
  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 5183217or 1279879455. Based upon the foregoing, we will close this matter unless we hear from you. 
  

  Thank you for choosing TracFone Wireless.

  
  

  Customer Answer

  Date: 07/10/2023

   
  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,
  
  ******************;  And I would like to thank you for this fine and swift settlement with Tracfone, I thank you, *******************

• Initial Complaint

  Date:07/05/2023

  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.

  Have a backlog of over 2000-3000 minutes with the two (2) service plans I just put on my account 6/19/23, again 6/30/23. I primarily text the people that I work with and help around my area. Haven't been able to text out since 6/17 and my phone was stuck on an update for days so I bought a new phone and service card 7/3. EVERY service card I have bought from ******* for Tracfone over the last 15 years has said X minutes and 90 days for TALK, TEXT, and WEB; those minutes were usable for any of those interchangeably. Up until last month, June, any text I sent took 1/3rd to 1 minute from my total minutes depending in length of text. Suddenly as of 6/17 I haven't been able to text out. Called Tracfone and had a nice man help and was able to text out 7/4. 7/5 I am not able to text again. There is no way I have used all my minutes. Call Tracfone again and they are now telling me that I have to pay extra for texts as I only get 60 "units" of text with the service card I bought and 60 minutes of talk with every text taking a unit or more if it is over 120 characters. Due to not being able to text out for the last two weeks plus, there is no way that I have used up ******* "units" of text but that doesn't matter to them. All my backlogged minutes are, according to them, only usable now for talking and I allegedly have no text units left. They said I could not use my old phone because it was no longer supported. They won't let me use my minutes for texting despite advertisement. They hung up on my twice and will not help. They have essentially stolen several thousand minutes of being able to text from me, cost me $80 for the new phone and two most recent service plans that are useless to me now. They owe me for the several thousand back logged minutes of talk time as well since I have no intention of using them ever again. I want a minimum $800 refund from their hides.

  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 7/05/2023 regarding BBB Case number ******** complaint.
   
  In accordance to ************** complaint alleges that she had issues with her texts, where she cannot send out a message since June 17, 2023. So she bought a new device and a service card on 7/03/2023 to transfer her phone number, but the units of voice and texts wasnt carried over to the new device. She then requested a refund for the unused units.
   
  As per investigation, ************** TracFone account is active and well provisioned in our system. Transaction usage indicates that the device is in use. Our record shows that we provided a replacement units to the customer on 7/03/2023 with reference number **********. With this, we need to speak with ************** to further assist.
   
  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.
   
  Multiple attempts were made via phone number ************ on 7/07/2023, 7/08/2023 and 7/10/2023 but we have not been able to reach her. We have received a message via email **************************** on 7/12/2023. The customer indicates the call back number and her preferred time where we can speak with her directly.
   
  We called and spoke with ************** on July 16, 2023 at 7:03 PM EST via phone number ************, she were able to verify her account. We have thoroughly checked her account from her old to new device and we determined that phone is in use. We informed ************** that a refund is not possible. She mentioned that prior calling her, she already decided to port her number over to ************ She then said goodbye and end the call.
   
  Refer to ticket number 1279994301.
   
  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 Straight Talk Wireless.
   
  Sincerely,
  
  Executive Resolution Department 

• Initial Complaint

  Date:07/05/2023

  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.

  Originial contact date 6/4/23; defective phone to be replaced immediately upon receipt of old phone. *** label emailed to me on 6/4/23; mailed 6/5/23; Tracfone received 6/7/23. I have called their customer service line five different occasions since their receiving my phone; each time I was told that it had been shipped and I would receive within 3-5 days; to date no phone. Last phone call was on 6/28 assuring me that the phone was being shipped and I would receive a phone call on the 6/29 to make sure I had received the phone; they called and asked me how they could help me; clearly no phone shipped. I have explained to them that this phone belongs to my grandson who lives alone and because they have his phone, he doesn't drive and he has been left with no way to contact anyone for help or transportation since 6/4. This was a ******* Galaxy A13 6.5" HD+ 5G phone. Tracfone ticket #**********; *** tracking #1Z6980XX9026354129. This is now a critical situation with no way to contact anyone at Tracfone other than their customer service, which is clearly not in this country. PLEASE could someone help me get the phone they promised me to replace the defective one. The phone # on the phone is ************. Thank you for any assistance.

  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 5, 2023, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she still did not receive the phone they promised to her to replace the defective one.
   
  Upon review, we created an order ticket to send a replacement phone on 6/4/2023 with reference ticket # **********. However, the shipment got delayed due to no stocks of the same phone model available in the warehouse. Thus, the ticket was updated to send a different phone model and it was shipped on 7/18/2023 based on the tracking number 1ZY870930200229623 via *** courier.  
   
  We spoke with ************** on 7/10/2023, at ************ and we informed her that we will be sending a comparable phone and updated the ticket and provided 3-5 business days turn-around-time (TAT).
   
  We attempted to contact ************** via phone number ************ and e-mail ********************* on 7/17/2023, 7/18/2023 and 7/28/2023 as a follow up call, but we have not been able to reach her. We are still waiting to hear from ************** response. With this, we really need to speak with her directly to verify if she received the replacement phone and if it is 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 the Ticket Number 1279877799. 
   
  Thank you for choosing TracFone Wireless.   
                                
  Sincerely,
   
  Executive *********************