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

3,490 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/05/2023
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 lost phone service on my Tracfone around July 1, 2023. I called Tracfone customer service on July 2 and spent 40 minutes on the phone, then was instructed to call July 3. I spoke with 5 different people on 7/3 and got cut off 4 times. The last person, *******, told me a technician would call me on my land line at 5pm. They never called. I called 7/4 and spoke with **** then *****, but got cut off again. I called back and spoke with ****. He said somebody would call at 10 am 7/5. It is now nearly 11am and nobody has called. My account is paid through 1/13/2024 so I do not owe them money.
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 05, 2023, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that he was not able to use the service since July 1st; he claimed that calls are dropping, unable to access mobile internet, as well as sending SMS and MMS.

We spoke with **************** on July 7, 2023 12:48 PM EST at ************; we confirmed from him that he was not able to use the service and had to go to the local repair shop to have his phone fixed. The service was back on; however his Multimedia Messaging (MMS) was not working still. We proceed with the troubleshooting his phone; however, mid-conversation the call was dropped. Furthermore, we have received an e-mail response from **************** yesterday, July 11, 2023 6:24 PM EST; informing us that the issues are now resolved.

We apologize for any inconvenience this *** have caused. We provided one-time 5 days service extension as a compensation for the days that he was not able to use the service.

In review, we are able to locate an active account using the phone number provided. Device was active and its connectivity is well provisioned. 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 the 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. Usage reflects that the device was working properly.

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 1279873740.

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:07/05/2023
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 purchased a 1 year card that was supposed to come with a $300 phone a orbic magic we received the order and activated it and the screen shattered that day for no apparent reason the same day I sent it back they sent me a new phone I activated it and the screen started rolling like a slot machine I called back asking for a working phone or a refund for the 11 months remaining on the 1 year card and I would go elsewhere and was told that they are not going to do either so I am hoping you will hold them accountable I would have never purchased a 1 year card if it wasn't going to come with a working phone
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 05, 2023, regarding BBB Case number ******** complaint.

****************, complaint states that he purchased a phone and a 1-year card that was supposed to come with a $300 an Orbic magic phone. He received the order and activated it and the screen shattered that day for no apparent reason. The same day he sent it back the phone to TracFone and received the replacement phone and he activated it and the screen started rolling like a slot machine he called back asking for a working phone or a refund for the 11 months remaining service. The representative created a ticket and provided him a turnaround time to get a response. But he did not receive any call back.

As per investigation, the phone number provided is active in our system and provisioned in our system. Record shows there was a ticket created for the phone upgrade last 7/2/2023 to this new ESN ***************. Furthermore, the new ESN is the phone that he wanted to replace since there is a ticket created ********** for defective phone.

We attempted to contact **************** on 7/8/2023, 7/9/2023, we received an email from ************* stating that he wants a replacement phone. In addition, on 7/11/2023, we spoke with **************** stated that he is waiting for the physical air bill box in order for him to return the defective phone, but our records shows that it is not yet delivered. We spoke again with **************** on 7/15/2023, stated that he already returned the phone on 7/14/2023, with the tracking number 1Z6980XX9068502514 via **** As per records shows on 7/18/2023, we received the defective phone received in *********, ** ** by:*******. With this, we need to inform customer to wait for the turnaround time.

We spoke with **************** today, July 22, 2023, 3:49 PM EST at **********. As per conversation, we informed us that he just received the new replacement phone today. We are trying to help customer to activate his new replacement phone, but he was told that he is busy.

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: 1279945717

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/24/2023

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:07/04/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a tracfone. I bought a new sim card and a minutes card. I tried to activate the card on my phone. Their system refuses to acknowledge my phones serial number even though it is their product. I tried calling them and after hours of getting bounced around by stupid computers, i got hung up on. Then I tried their online chat which also runs off of automated computer responses and continued to ask me the same questions repeatedly. They will not honor their own product, and their customer support is nothing but computers bouncing you around and being bullshitg.
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 4, 2023, regarding BBB Case number ******** complaint.

Mr. ********* complaint alleges that TracFone Wireless refused to acknowledge their phone. He tried to activate a new SIM. But it was unsuccessful due to compatibility. He tried to contact customer support, but he was unsuccessful since he was constantly disconnected.

Upon review, we tried searching for Mr. ********* account in our system and we found some accounts, but we were not sure if it belonged to him since the account we found is under Straight Talk Wireless. With this, it would be best if we can speak with ****************** on the line for us to better understand his issue and assist him accordingly. As per policy, customer may bring a device from other service provider here in our service as long as the phone is unlocked. Our SIM card is compatible to all devices that is VOLTE (Voice over LTE) capable.

We contacted ******************** on 7/6/2023, 7/7/2023, 7/10/2023, and 7/11/2023 and 7/17/2023 at ************; however, we were unsuccessful. We also tried to send him an e-mail for every unsuccessful attempt. However, we received no response.

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 1279818982.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/03/2023
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 phone beginning of May 2023. The phone stopped working. I sent it in on May 28th and they received it June 8 2023. A replacement phone was supposed to be sent back out but it hasnt been sent. I have called corporate many times and have been told to wait 3-5 business days two different times. I called again today July 3 2023 and was told the warehouse didnt have the return tracking number and thats why we still dont have a phone. Was told to wait 3-5 business days again. The gentleman that needs his phone is def and communicates through his phone. So not only is he without a phone but also the $65 he spent for monthly service that he has never gotten a chance to use.
Business Response
Date: 07/11/2023
Dear *************************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 04, 2023, regarding BBB case # ******** complaint.

Your complaint states that you sent us a phone on May 28th because it was not working; we received it on June 8 2023; however, after contacting customer support, you have not received the replacement phone.

We searched our system by your name, contact number and email, but were unable to locate an account in our system.

We attempted to contact via phone at ************ and emails were sent to ************************* on 07/06/2023 and 07/09/2023; we received a reply from you on 07/09/2023, stating that the issue was resolved and that we sent out a phone that should arrive in 4 to 3 days. We called you on 07/10/2023 and you confirmed to us once again that the issue was resolved.

If you still require assistance, you can contact an agent at ************************; we are available from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to email reference number ******* or Ticket Number 1279813826. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for chooosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/02/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Strait Talk and requested refund for air time prepaid cards that have been placed in Reserve and will not be used until August 2023. I was told prepaid cards are not refundable. This is a violation of the Terms and Conditions posted on their website ***************************** :(Item 4.Using Your Service, Straight Talk Reserve.).On 6-10-23, I purchased three service cards. Each card is good for one year of service. Each card cost $495.00 for a total of $1485.00 These cards are in Reserve status until August 2023. The cars will become active in August 2023 thru August 2024.On 6-17-23, I contacted Straight Talk and transferred two current Straight Talk numbers, ************ and ************ and remaining service balance to Two New unlocked Galaxy A54 phones. Once this was done, the phone service was not working correctly. My wife and I called friends and family. Sometimes our call were fine. Other times our calls were disconnected when someone answered our call. We could not talk to them.On 6-18-23, 6-19-23 and 6-20-23 Strait Talk was contacted for assistance. We have spent ***** hours with ****** Talk attempting to resolve the issues. On 6-22-23, We went to **************************. I spoke with the Strait Talk Representative, *******. My wife was there and ******* had worked on ***'s phone for 1 hour. ******* could not fix the issue. ******* said she will call us on Tuesday, 6-27-23 with more information. We did not receive a return call from ******* on 6-27-23.As of 7-2-23, I have transferred my phone service to ******** Now, I do not have any phone service issues. Strait Talk was given ample time and opportunity to resolve my phone service issues. This is the reason why I am requesting a refund for the cards that are in reserve status.
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 03 2023, regarding BBB Case number ******** complaint.

**************** complaint states he contacted Straight Talk Wireless and requested for refund for air time prepaid cards that have been placed in reserve and will not be used until August 2023. He was told that prepaid cards are not refundable. On 6-10-23, he purchased three service cards. Each card is good for one year of service and it cost $495.00 for a total of $1485.00, these cards are in reserve status until August 2023. On 6-17-23, He contacted Straight Talk again and transferred two current Straight Talk numbers which are ************ and ************ and remaining service balance to two unlocked phones. Once it was transferred successfully, the phone service was not working properly. Most of the time when they tried to call, it suddenly got disconnected. They even ask for further assistance in one of the representative but the issue was not resolve and the representative was scheduled them for a call back for updates but they did not receive any.

As per our investigation when we tried to pull the accounts, it was no longer active in the system because the phone number was successfully ported out in reference to the ticket number ********** and the airtime cards was actually added to reserve. Furthermore, a refund ticket was successfully created in reference to the ticket number ********** base on customer requests on the unused cards.

We spoke with Mr. ************************* today, July 15 2023 at 12:46 PM EST and informed him to wait 30 business days turn around time for the refund.

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

Please refer to email reference number Ticket Number 1279941087

Thank you for choosing Straight talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
This complaint is not resolved until I have received the refund for 3 cards. I will contact the BBB when I have been refunded and I would like to have the opportunity to provide additional comments at that time.

Sincerely,

*************************
Customer Answer
Date: 08/18/2023
I have not received my refund from Strait Talk (tracphone). On 7-28-23, I contacted Strait Talk *************** PIN *****. I was told I should receive the refund within 30 days. The 30 day deadline was 8-15-23. Today is 8-18-23.
Business Response
Date: 08/29/2023
Dear *************************,

This is in response your rebuttal 08/28/2023 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** was created for a refund. The ticket has been reopened to reprocess the refund. We apologize for the inconvenience.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Straight Talk Wireless service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket ***********
Customer Answer
Date: 09/01/2023

Complaint: 20266824

I am rejecting this response because:
This complaint is not resolved until I have received the refund for 3 cards. Contact me by email if you need to correspond with me. Do not call me.

Sincerely,

*************************
Initial Complaint
Date:07/02/2023
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.
disconnects my service each month, even though verbally told am enrolled in the *** program and auto refill...repeated contacts and attempts to resolve unsuccessful. After a lengthy phone contact from another phone have to pay for, service is restore. Auto refill form used by company will not process.
Business Response
Date: 07/20/2023
Dear Ms. ****************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/02/2023, regarding BBB Case number ******** complaint.

Your complaint states that your service is being disconnected every month and the only way to restore it is by contacting customer service.

We reviewed your account and were able to identify that due to a technical issue your Affordable Connectivity Program (ACP) enrollment was not associated to your account, which could have caused the service interruption you mentioned.

We successfully spoke with you via phone at ************ on 07/06/23 and let you know the information aforementioned. We informed you that due to the nature of your concern, we would need to attach the benefits and the discount your account and agreed to contact you back to keep you updated.

We contacted you once again via phone on 07/07/23 and 07/10/23 to notify you that we were still working on getting the issue resolved and it would take a few more days.

On 07/17/23 we attempted to reach you via phone at ************ and e-mail sent to *************************** however, we were unable to speak with you.

We spoke with you one more time via phone on 07/20/23 and were able to confirm that we have updated your account; the benefits and the discount are applied to your account and being issued.

If you still require assistance, you can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.

Please refer to email reference number ******* or 1279813644. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Straight Talk Wireless.
Customer Answer
Date: 07/21/2023

Complaint: 20265656

I am rejecting this response because: the safe link agents have called a number of times each day, saying they have attempted to attach my ACP to my account unsuccessfully, but their system would not do it. No that is not resolving the issue...providing reliable cellular service is.

Sincerely,

*************************
Business Response
Date: 08/01/2023
The correct device IMEI # ***************
Business Response
Date: 08/01/2023
Dear *************************,

This is in response your rebuttal 08/01/23 regarding your Better Business Bureau complaint.

Research indicates that device IMEI # *************** is currently active and ACP is attached.
We attempted to contact you at ************ but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:07/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In order to know your balance and/or any other info on your account your phone number has to be attached which you do when setting up account.somehow ********************** unmerged my phone number from my account so now i dont have access to that info.in order to add line i have to give them code they send me plus recent phone numbers dialed from my phone for validation.problem is that since my number not connected to my account the code not coming through nor are phone numbers i give them showing in my account so therefore I cant "validate" my account and they cant help me.so therefore im supposed to keep adding on time and internet usage through add time for a "friend" section but not allowed to see if actually posted or what my balance is.Ive called them multiple times,had online chats etc. To no avail.after demanding to speak with a superior im told to leave my number and theyll call back in 15 minutes but never do.I went on their ******** page and numerous complaints about same exact issue with same reply which is so sorry and to go to this link which takes you right back to useless app.im at a loss right now on where to go with this
Business Response
Date: 07/13/2023
Dear Ms. **************************************************************************************************
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/01/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have been unable to get into your account in order to access your balance or information related to your account, due to not being able to validate it.

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.

In reviewing your account, we have determine that it did not have a security question set up or an e-mail address associated which could have helped passing the authentication procedure.

We attempted to reach you multiple times via phone at ************ and e-mails sent to ******************* on 07/06/23, 07/07/23, 07/08/23, 07/09/23 and 07/12/23, although we were unable to speak with you, we received an e-mail response from you stating that the issue was resolved.

If you still require assistance, you can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.

Please refer to email reference number ******* or 1279810798.

Thank you for choosing TracFone Wireless.

Executive *********************
Initial Complaint
Date:06/30/2023
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 6/28/2023 I purchased a ******* A21 cellphone which was listed as being available. It was to replace a phone that had been broken and could not be fixed locally On 6/29/2030 I received an email that stated the phone order # ********* was now on backorder and no eta was listed.On 6/30/2023 I called tracfone to have them cancel the order and was given the run around. I was finally told they have "no way in their system to do a refund " I would then need to just return the phone after I received it And once they got it back then it could take upto 30 days for the refund to be processed.This is no way for any business to handle this type of issue. I have been with Tracfone as a customer since about **** and never had issues with them until now.Resolution I want is for them to cancel the order and to not charge my Credit Card.
Business Response
Date: 07/24/2023
Dear Mr. ************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/01/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a phone listed as available; however, you received an e-mail mentioning that the order is in backorder status. Therefore, you contacted customer support in order to get the order canceled and be refunded for the total amount but you were informed that you would need to wait for the receipt of the device and reject it. Once the phone is back into our warehouse, the refund would be processed automatically.

We have reviewed the order number ********* provided by you which originally displayed an order for a total amount of $103.49 process but not completed as it was in backorder status due to non-inventory. We determined that you are eligible for a refund.

We spoke with you via phone at ************ on 07/07/23 and were able to discuss the order status; however, while attempting to process the refund, a system error occurred causing for the system not to display the amount to be refunded; consequently, we have created a manual refund request in order for the reimbursement to be completed automatically or to send a check per **********.

We contacted you once again via phone and e-mail on 07/08/23, 07/09/23 to keep you updated as we were still waiting for a resolution.

We noticed that a new device was sent to you under the same order number, you rejected and the package returned to our warehouse. We received it on 07/18/23 according to *** tracking number 1ZY902R61324141979 and it was scanned on 07/19/23. It may please up to 30 days for the refund to be reflected on your bank account. Refer to Return Authorization Number: 21347379.

We attempted to reach you via phone and e-mail in order to inform you about the information aforementioned but we were unable to speak with you.

If you still require assistance, you can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.

Please refer to email reference number ******* or 1279808439.

Thank you for choosing TracFone Wireless.
Customer Answer
Date: 07/24/2023

Complaint: 20260584

I am rejecting this response because: After having talked with the Tracfone representative and she had problems on her end, she was supposed to get back with me to let me know the status. She never did contact me again until today I got an email to let me know they received the tracfone product back after I refused delivery.
My whole issue is that it should not be such an ordeal to have a company cancel an order when it has not shipped and they can't provide an updated ETA. I had had surgery and broke my phone getting out of the car when coming home and had to have a phone soon. I have been a long time customer of ********************** so ordered a new phone thinking it was only going to be a few days before I would receive it. Especially when I ordered it was shown as being available. When they backordered I then had to go out to ******* and buy a phone of lesser functionality just so I could have a phone.
They were not very helpful at all until I submitted to BBB complaint and then the issue has still not been adequately resolved to my satisfaction. It should never take upto 30 days to receive a refund. Just seems like poor customer service and a bad way to conduct business.

Sincerely,

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

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

Research indicates that order # ********* is under investigation.
We attempted to contact you at ************ on 7/21/23 but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********.
Initial Complaint
Date:06/30/2023
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 June 8, 2023 I placed an order (#*******) for a $10 Amazon Gift Card using **** Tracfone Rewards Points. I never received the Gift Card code to my email address and checked all SPAM/Junk and Trash folders. I then sent multiple emails to *********************** on 6/9, 6/11, 6/12. 6/14, 6/20 and 6/29. I never received a response.I would like the code sent or a refund of the **** Rewards points to my ****************************** account:************ *********************** Image of order email attached.
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 June 30, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that on June 8, 2023 he placed an order for $10 Amazon Gift Card with order number ******* using his Tracfone reward points however he did not receive the gift card code to his email.

As per our investigation, account show active and provisioned in the system. The device is compatible with the current network and usage shows that phone was successfully used. We check the order number provided by the customer with his complaint but no information found. In addition we check transaction history but no information found with that transaction. With this, it would be best to speak with customer for further assistance with the issue and to authenticate the account for security purposes.

Further, Tracfone Wireless customer account authentication policy adheres to strict security standards to protect its customers' information. Any account changes must be authenticated. Multiple attempts were made via phone number ********** and email address *********************** on 7/3/2023, 7/5/2023, 7/6/2023, 7/7/2023 and 7/12/2023 to discuss his concern but we were unable to reach him. ****************** has not replied to our calls and emails.

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 Ticket Number 1279666571.

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 07/17/2023

Complaint: 20259206

I am rejecting this response because:
The order number referenced is for an Amazon Gift Card ordered through your rewards program. I am requesting either the ********************************************* the $10 gift card I ordered.

Sincerely,

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

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

We do apologize for the inconvenience.We have attempted to contact you via phone but unsuccessful in reaching you.
We are currently looking into this matter and will provide you with an update.
For future assistance you may reach me directly.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:06/29/2023
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 paid for yearly service with TracFone for ****************** After ************* of being on the phone with them, trying to correct my account, so I would be able to monitor my acct, & make changes, no one would correct my problems. Ex: they would try to send me an email, but since I couldn't update my account, they sent it to an old email account, that hasn't been used in years. The only change in my email, is the ending of the old was aol.com. the new was mail.com. They said they couldn't do it, even though I explained I couldn't access my old acct. No matter the number of days I spent w/cust.svc., I couldn't access my account to update. I finally had it with the incompetence of their co. Every time I asked for a supervisor, to would get disconnected.I then got a new phone co. I paid around $100 yearly for TracFone in, I believe January.I called on 6/28/23 to cancel my phone & obtain a partial refund for half the year. ****.Svc. said they couldn't help **** believe that they should give me 1/2 my yearly fee, since I no use it.
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 June 29, 2023, regarding BBB Case number ******** complaint.

Ms. ****** complaints, states she is having about her paid service around $100 that was not used and after calling customer service to correct the account they were unable to help, and they cannot help to update her account.

In reviewing, the customer account have already ported out on 5/26/2023. She made multiple payments to the account, but as per policy we cannot refund the latest service plan purchased if the account have ported out from other service provider. In addition, we called BAFM to check if there will be balance to the phone from 01/01/2023 until 5/23/2023 and it was showing zero balance. With this customer is eligible for the refund for the month of January, February, March and April only.

We spoke to ************** today, July 10, 2023, 1:10 PM EST at **********. As per conversation, we have educated her that she is eligible for the refund. After the account was authenticated, we refunded the date of 1/23/2023 for $16.73, 2/22/2023 for $16.73, 3/24/2023 for $16.73 and 4/23/2023 for $16.71 and the total refund was $66.9. The refund will be taking place for 5-7 business day up to 30 days.

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 1279685021.

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


Sincerely,

Executive Resolution Department
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 June 29, 2023, regarding BBB Case number ******** complaint.

Ms. ****** complaints, states she is having about her paid service around $100 that was not used and after calling customer service to correct the account they were unable to help, and they cannot help to update her account.

In reviewing, the customer account has already ported out on 5/26/2023. She made multiple payments to the account, but as per policy we cannot refund the latest service plan purchased if the account has ported out from other service provider. In addition, we called BAFM to check if there will be balance to the phone from 01/01/2023 until 5/23/2023 and it was showing zero balance. With this customer is eligible for the refund for the month of January, February, March and April only.

We spoke to ************** today, July 10, 2023, 1:10 PM EST at **********. As per conversation, we have educated her that she is eligible for the refund. After the account was authenticated, we refunded the date of 1/23/2023 for $16.73, 2/22/2023 for $16.73, 3/24/2023 for $16.73 and 4/23/2023 for $16.71 and the total refund was $66.9. The refund will be taking place for 5-7 business day up to 30 days.

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 1279685021.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/10/2023

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,

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

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