Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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

3,483 total complaints in the last 3 years.
809 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:06/03/2025
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.
for the last two weeks i have not been able to get straighttalk wireless to call me back, help me with securing my account and calling back to simply now not answering from dialing 611 from my device. i also have filed numerous complaints about the request to permanently disassociate my account from safelink **********************. this is providing criminal activity to my account and i have no control over this fraud behavior because someone is calling back to force safelink affiliation to my straight talk wireless device and/ or account. i have also requested a replacement sim or esim but only to be ignored at this point. Im constantly having my plan changed without my approval. i dont know how to get help at this point. I guess its made to appear as if im doing this but no one will follow the activity to see why or who is really pulling the strings to help stat hidden in the shadows in this disception
Business Response
Date: 06/19/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 04, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have concerns with the security of your account; especially regarding your Straight Talk account being associated with a SafeLink account, which you already requested to stop. You also requested a SIM or an ESIM; however, it was still not granted.

We reviewed your account, and it was found that the phone number ending in 4180 is active with Straight Talk Wireless, with a $55 30-day plan, which was redeemed on 05/12/2025.On the other hand, we found multiple instances of a Straight Talk $10 Lifeline discount application created online. However, none of them is active as of this writing.

Straight Talk Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information. Thus, it would be best to speak with you in order to clarify this information.

We attempted to contact you via phone number ************ on 06/04/2025, 06/06/2025, 06/08/2025, 06/09/2025 and 06/13/2025, to discuss the status of your account. We unable to reach you via call; however, we received your email response on 6/13/2025, indicating that your phone is not working properly, and that you could not get it disconnected from the ****

You may try going to your phone settings and disconnect any active VPN connections.Nonetheless, Usage Records show that your phone is working and is being used.

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

Please refer to email reference number ******* or Ticket No. 1322050084.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/03/2025
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 have tried repeatedly to cancel a phone plan I had purchased for my homeless cousin. He has since passed away. It required me to change my password, so I attempted to change it multiple times. It kept saying my new password was incorrect. I then tried to contact them via phone, the estimated wait time was 18 minutes but I gave up after spending one hour and 56 minutes waiting for someone to answer. They repeated said to stay on the line for the next representative, but no one ever picked up. I attempted to contact them via online chat, that was also a complete waste of time. This company is guilty of making it extremely difficult to cancel a phone plan. Ive never experienced such horrible service. They are going to charge me $70 in the next day or so. Please do something about this company. I cant imagine this is legal.
Business Response
Date: 06/20/2025
Dear ***** ************:

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

Your complaint states that you are attempting to cancel a phone plan you paid for on behalf of your cousin, who has passed away. However,you encountered difficulties reaching customer support for assistance.

********************** 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 spoke with you on June 4, 2025, via phone at ************ to discuss your request. Upon review, we confirmed that the account was still active and enrolled in Auto Pay. After successful account authentication via email, the TracFone account was deactivated and Auto Pay was canceled. No further assistance was required.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1322108822.

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:06/03/2025
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 April 15, 2025, I used Tracfone's online chat to activate a new Tracfone Prepaid SIM + 1-Year Plan (3GB Data, 1200 Minutes, 1200 Texts) for my current phone number, ************. My goal was to extend the service for one year and combine the new plan's balance with my existing account, as ********************** has done for me in previous years.Initially, the agent only extended the expiration date without adding the new balance. The chat was disconnected at 6:28 PM, so I had to contact support again. After additional work, they informed me at 7:35 PM that the issue was fixed. I confirmed that my account now showed the combined balance, which included:Before activation (April 15, 2025): ***** GB, 3103 minutes, 4543 texts After combining the new plan: ***** GB, 4303 minutes, 5743 texts However, on June 2, 2025, I suddenly couldnt make phone calls. I checked my account and found all balances were reset to zero.Since then, I have contacted Tracfone customer service four timesvia both online chat and calling **************. Each time I waited ***************************************************** was told to speak to a higher department with no success. One online chat agent eventually restored only the 3GB, 1200 minutes, and 1200 texts from the new planbut my original balance remains missing.This has caused me significant inconvenience and wasted hours of my time. Im filing this formal complaint in hopes that a higher-level representative can investigate and restore my full balance before my account is zeroed out.Thank you for your attention to this matter.
Business Response
Date: 06/19/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 3, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your balance went to 0 after adding the balance of your old phone. In addition, only a portion of the data balance were restored when you contacted customer service.

We reviewed your account and found you added a 1-year plan with 1200 units for calls, texts and data on 08/01/2024. Based upon the information found in the files attached to your complaint,you had ***** GB, 4303 minutes, 5743 texts. However, we determined that an unexpected system error caused your balance to expire before reaching its service end date. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.

Thus, in our efforts to fix the issue, we provisioned your account with the accurate balance amount per reference ticket numbers ********** and **********.

We spoke with you via phone number ************** on 06/06/2025 and you stated the balance was restored as expected.

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

Please refer to email reference number ******* or Ticket Number 1322092882.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/20/2025

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,

Weijing ****
Customer Answer
Date: 07/06/2025
I am requesting to reopen this complaint. As of today, July 6, 2025, my account balance has returned to zero. I am currently unable to make or receive calls.
Customer Answer
Date: 07/06/2025
Here is the balance as of today July 6, 2025.
Business Response
Date: 07/18/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 8, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your balance has returned to zero making you unable to make or receive phone calls.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. We will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on July 10, 2025, via phone at ************* regarding the issue with your missing minutes. During the call, we authenticated your account to proceed with the necessary replacement. A ticket was then created to restore the missing balance to your account. Afterward, we tested the phones features and confirmed that everything was functioning properly, with no issues reported.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1322092882.

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: 07/25/2025

Complaint: 23413205

I am rejecting this response because:
I received a phone call from ************ on July 10, 2025 and scheduled a call-back for the next day to have my full data balance restored. The agent informed me that he could only restore less than 10 GB at that time, and that it would take another day to restore the full amount.However, they never called back as promised and restored only 9.77 GB.
Later, I also discovered that my internet and messaging services were not working. I contacted customer support via online chat, but the representative ended the session when they couldnt resolve the issue. I then received a voicemail instructing me to call ************ with PIN ****. I called on July 21, 2025, but the issue remained unresolved. They scheduled another call for the next day; although they called back, they still couldnt fix the problem. A follow-up call was then scheduled for July 25, 2025, but they never contacted me.
As of now, my full data balance still hasnt been restored,and I continue to experience no internet access and problems sending text messages. These repeated and prolonged service failures have caused me significant inconvenience.
I request the following:
1 Restore my full data balance.
2 Full resolution of the internet and messaging service issues.
3 Reasonable compensation for the ongoing inconvenience.
4 A commitment that if these same issues occur again after this complaint is closed, I will be compensated at a rate of $10 per day until the issue is fully resolved.

Sincerely,

******* ****
Business Response
Date: 08/05/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that an agent informed you it would take another day to restore your data balance. In addition, you encountered service issues,which were left unresolved. You requested complete resolution of these issues,and get a reasonable compensation.

We apologize for any inconvenience this may have caused. As per review, your account shows that you transfer the phone number and the service over to another device on 07/16/2025 in reference to the ticket number of **********. The service balance were reinstated on 7/31/2025, per reference ticket number 1325543532.

We contacted you on August 3, 2025, via phone number ************. During our conversation, you confirmed that your SMS and internet services are now working, and the account shows the correct data balance. However, you expressed dissatisfaction regarding the delay in resolving the issue.

We assured you to take actions and we appreciate your feedback regarding your 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 should still require assistance, you can contact ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1325668065.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/03/2025
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.
on 05/24/2025 i purchased a phone for $53.84 I received an email when i bought it. The **************** from them gave me the run around. I finally got them to tell me it was delivered. I never received the phone nor a conformation or tracking information that it was shipped. today is 06/02/2025 They demanded a police report and gave me no other way to get refunded or get another phone.
Business Response
Date: 06/19/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated June 3, 2025 regarding BBB Case number ******** complaint.

Your complaint states that you purchased a phone and was informed that it is already delivered; however, you never received it. You are required to file a Police Report to get a refund or to reprocess the order.

We reviewed your order, with order ID ***************; it was placed on 5/24/2025 amounting $53.84. It is associated with a *** tracking number 1ZY902R60239554856,and as per tracking, the device was delivered to Columbia, **, on 5/29/2025. We also determined that the phone was activated with your phone number ending in 7317 on 6/2/2025.

We spoke with you via phone number ************ on 6/7/2025, regarding the status of your order. You confirmed receipt of the order on 5/29/2025 and the phone is working properly.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1322036519.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/02/2025
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.
A few months ago all of my balances went to zero, but I could still use the phone. I had about ***** minutes, ****** texts, and ************************************************************************* their system and it would be fixed by a certain date. I called after that date and they said it would be fixed soon. It was finally fixed and then about a week later all my balances went to zero again and when I called they said I used everything up and that's why all balances were at zero. I explained there is no way I used everything up, as I NEVER use data (I do everything thru WiFi). I had to have a phone so I had no choice but to buy a one month airtime card until I could get it straightened out. I called again and they assured me that when that one month airtime card ran out that all of my previous balances would be restored. I called back the day the one month card was due to end and they again said I used everything up so therefore my balances all showed zero. I was forced to buy another one month airtime card and I wanted my previous phone reactivated. After trying several times over several hours they finally concluded that I needed to buy a new SIM card. After I bought it (non returnable) they said my old one was good still and I didn't need a new one. They still could not get the phone to work after several more attempts and several more hours. Then they again said a new SIM card would fix the issue. I called again and after over an hour I asked for a manager/supervisor and she said she had one on the line and was transferring me. She transferred me to a recording in ALL Spanish and I waited for 20 minutes before hanging up. I then got an email from them saying my SIM card had been activated and to put it in the phone and restart it and if it didn't work to wait a few minutes and try again. It still won't work and when I called the first time it said a 27 minute hold time, which I hung up after over 2 hours. I'm on hold now for over an hour so far...
Business Response
Date: 06/18/2025
Dear ******* ***:

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

Your complaint states that your balance of about ***** minutes, ****** texts, and 20GB of data was erased, which has led you to repeatedly add service to your phone. Additionally, you reported that the service is not functioning properly, and despite contacting customer support, the issue remains unresolved.

Upon review, we found that your TracFone account with phone number ending in *************************************** the network. Further investigation revealed a discrepancy between the *** number registered in our system and the one recognized by the network. This mismatch is the reason your phone service is not functioning.

Additionally, we reviewed the history of your phone number and its redemption records, which confirm that your service is valid through December 2026. However, we still need to conduct further investigation to verify the minutes you are claiming. Currently, your phone is utilizing the $15 unlimited plan you have added in May.

We spoke with you on June 6, 2025; June 8, 2025; and June ****** via phone at **************, during which we provided the outcome of our investigation. We offered to troubleshoot your device; however, you indicated that you did not have access to the phone at the time, and we agreed to schedule a callback. A follow-up call was made on June 12, 2025, but we were again unable to reach you. Furthermore, we have not received any response to the emails sent to *********************************.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1322106290.

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: 06/21/2025

Complaint: 23410540

I am rejecting this response because:

Sincerely,

******* ***
Customer Answer
Date: 06/21/2025
I just spent another hour and 20 minutes on the phone trying to get my phone working. Once again I have to start from scratch and answer the same questions. Now they say someone will contact me within 72 hours. How many months and hours am I supposed to spend on this? This is TOTALLY UNACCEPTABLE! Every time I call it is nothing more than me wasting more time on this with no results. Why won't they fix this? And we haven't even begun to try and restore my balances! At what point do I just cut my losses and be done with it? TracFone is the WORST!!!
Business Response
Date: 07/02/2025
Dear ******* ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/23/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service is still not working, despite troubleshooting with an agent for more than an hour. In addition, the balance issue has not been resolved yet.

We spoke with you via phone number ************ on 7/2/2025, and requested further account and device information. With this, we submitted an escalation for our network specialists to verify the reason why the account has service issues. We agreed to call you back for updates.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.

Based upon the foregoing, we will contact you once we received further updates on the escalation we submitted. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Business Response
Date: 08/07/2025
Dear ******* ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you purchased a new phone bundled with a year of service and ***** units for calls, texts and data, and transferred your phone number; however,the remaining balance from your old phone was not transferred to the new ******** addition, you still have issues with the service.

Please note that although you have coverage in the area, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections. 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.

On the other hand, our records show that your phone number ending in 6010 was transferred to the new phone on 7/22/2025, with reference number **********. However, the balance from the old phone were not transferred due to a systemic error. We apologize for any inconvenience this may have caused you, and we have already started the process in correcting the accounts balance information.

We spoke with you via phone number ************ on 8/6/2025, and discussed the matter with your complaint. However, you were at work and disconnected the call. We will conduct further attempts to reach you in the following days, to extend our assistance and resolve this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.

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:06/02/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order online directly on the website for an iphone 13 and $55 plan card. I have yet to receive an order confirmation email or shipping details although I paid for *** 2 day delivery. I reached out to customer service via chat who lied and claimed they could not provide confirmation bc my order did not exist and Straight talk cant charge until an order ships and delivers. I have been charged and charges have cleared my bank account yet chat nor phone customer service can provide any details. I waited on hold for over 5 hours to reach a representative by phone and still no resolution. I want my money refunded immediately or I will be disputing the charges with my bank
Business Response
Date: 06/19/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/02/2025, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order of an iPhone 13 and $55 plan; however, you have not received the confirmation email despite paying for 2-day shipping. In addition, customer support was unable to provide information because they were unable to find the order.

We understand that you did not receive the Straight Talk Wireless confirmation of the order placed on 05/30/2025 per order ID *************** within the expected timeframe, and we sincerely apologize for any inconvenience this may cause.

Our customer satisfaction is at our top priority, and we are taking additional steps to improve our inventory and fulfillment processes to prevent similar occurrences in the future.

However, due to unforeseen constraints, some customers experienced delays in receiving their confirmation email. We have actively been working to resolve this issue and your order was processed and shipped on 06/02/2025 to *******, ** per *** tracking number 1ZY902R60239666520. Our records indicate that the phone has been activated the same day with the phone number ending in 9706 and the $55 unlimited plan is added to the reserve.

We spoke with you on 06/04/2025 via phone number ************; you confirmed that the phone was received and the service was activated after calling customer support again. You also stated that you were unsatisfied with the assistance provided.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

Please refer to email reference number ******* or Ticket Number 1322029482.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. Although I did not receive the confirmation email of purchase and spent a total of 6 hours on the phone I am still
highly disappointed in your company as you did absolutely nothing to assist me after all the time that I spent back and forth. That said I did receive my phone after being told numerous times by your employees it has not shipped or that I didnt simply make the purchase. I will discourage everyone who ask about my experience to take their business elsewhere

Sincerely,

**** ******
Initial Complaint
Date:06/01/2025
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.
The website wont let me log in to remove auto pay. Very annoying. And a money grab to keep charging me and making it hard to remove auto pay. WANT AUTO PAY REMOVED.
Business Response
Date: 06/18/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 1, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you wanted to cancel the AutoPay enrollment; however, you were unable to log in to your account online.

Please note that TracFones customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.

We reviewed your account with the line ending in 7665 and it is currently deactivated as of 6/3/2025 due to non-renewal of service. The line was activated on 4/10/2025 with $25 plan. Additionally, we have confirmed that the auto pay was cancelled on 6/3/2025.

We failed to reach you since your line was no longer in service and you have not provided us your alternate contact phone number. We have sent you emails to ******************* on 6/4/2025, 6/5/2025, 6/8/2025, 6/10/2025 and 6/16/2025,regarding the aforementioned; however, we have not yet received your response.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1322048812.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 1 year plan, which qualified for 385 days on February the fifth for a total of a $106.43.I was incarcerated for 6 days when I got ****** sim card was inactive.
Customer Answer
Date: 06/05/2025
They don't make the effort to correct the service they just call and leave a bs message my service has not been resolved for phone number **********
Business Response
Date: 06/18/2025
Dear ******* *******-*******:

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

Your complaint states that you purchased a one-year plan on February 15, 2025, at a total cost of $106.43. However, you stated that during a six-day period of incarceration, your SIM card became inactive.

Upon reviewing order number 3320-ERR32CE8RR, we located a TracFone account associated with an active phone number ending in 5654. The account appears to be properly provisioned on the network, and a balance is available for use. Our assessment confirms that coverage is available in your area, and no known outages have been reported at this time. However, after reviewing the lines usage report, we observed no significant activity, which may indicate that the service is either not functioning as expected or has not been utilized.

Please know that service interruption may 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 attempted to contact you multiple times via phone at ************** and via email at *********************** on June 2, 5, 6, 7, and 11, 2025, in an effort to provide further assistance. Unfortunately, all attempts were unsuccessful. We were unable to speak with you directly, and we have not received any response to our communications.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321327436.

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:05/31/2025
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 Wednesday 5/21/25 my iPhone cellphone (I bought from Straittalk) was stolen at a construction site that I was working on. I tried to find it with locate devices on my Apple watch, and had coworkers call my cell (while we listened for ring) and had several people looked for it, including myself. I finally left the job site and went to the Apple Store and reported it lost or stolen. They immediately wiped the phone and since I had purchased *********, they provided me with a replacement cellphone. I contacted Straight talk and explained the above and tried to transfer my straight talk cellular service and my cell number to this new device. After several attempts Straight talk told me ***** had a lock on my new device and could not help me. I went back to *********** and they showed me on the phone it was straight talk that had a carrier lock on my cell phone (associated with my previous cell phone number **************. The Straight talk representative finally told me that I didnt buy this new device from me, so they could not help me. Because of their carrier lock I couldnt transfer my new replacement phone to any other carrier. So I was forced to buy a new cell phone, loss my cell phone number Ive had for over 10 years and get another carrier ******* My new cell phone number is **************. After getting a new phone I tried to cancel my Straight talk automatic renewal (basically $50 a month) for my last cell phone which is not being used now (thanks to them). And they now said I cannot cancel their service unless I give them a pin I setup years ago. I dont know that pin number and can find no notes on that anywhere. So they want to continue billing me monthly for cell service that I cant use because of them.
Business Response
Date: 06/18/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/31/2025, regarding the BBB Case number ******** complaint.

Your complaint states that you received a replacement for your stolen phone from *****, and wanted to transfer your phone number to the new phone; however, you were not assisted accordingly. You decided to purchase a new phone from a different service provider, and wanted to cancel your auto-refill enrollment;however, it was denied despite providing your security PIN.

Straight Talk 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 reviewed your account with phone number ending in **************************************************** our system. It was also enrolled in the Auto-refill with the $45 plan. We requested further account information and submitted an escalation to cancel the auto-refill enrollment in your account and advised to contact you for updates.

We received updates on the escalation and granted permission to cancel the account and the auto-refill. Therefore, we spoke with you via phone number ************ on 6/9/2025. We cancelled the auto-refill enrollment, and deactivated the account at the same time.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1321905939.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/30/2025
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 visited the local ******* store here in ******, ** and was assured that services would work at my address. I purchased a phone from ******* February 10th. Their service is non existent, I have contacted them several times about this matter they fool around a little bit and say they have it fixed, five minutes after I get off the phone with them it is the same thing, back to not working. I contacted them and told them I wanted the phone unlocked so I could port out to another carrier. They did port the number out, so I contacted another carrier and they tried to activate the phone, but it wouldnt activate because ******* didnt unlock the eSIM. I contacted ******* back and told them I wanted the eSIM unlocked as the other company couldnt activate the phone. I was then told I had to have the phone activated with them for 60 days before they can unlock it. I purchased the phone February 10th I received the phone 3 days later and activated it that day. February 13th- May 30 is way over 60 days. ******* told me they would reactivate my phone and after 60 days they would unlock the eSIM. I told them I have already had the phone activated way more than 60 days, they deleted my account so now theres no proof of that. Now, they have sent me an text telling me that I have to have ********************************************************************* order to qualify phones to be unlocked. No business should be able to get away with this as I said the phone has been active more than 60 days already. They made me pay for a months service again to reactivate the phone. Now they are telling me that if it dont have ordinary usage that they still wont unlock the phone. I cant use the phone because they dont have service here. The phone is useless with their service because their service will not work. Please help. All I want is for them to unlock the phone. Pictures are 1 the text they sent me. 2 the bank statement when I purchased the phone.Thank You, ***** *****
Business Response
Date: 06/18/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 31, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you were assured that you will have service in your area;however, you had experienced issues with service after purchasing and activating the phone. You decided to port your phone number out; however, you could not use the phone since it is locked. You requested to have it unlocked since 60 days already passed after activated; however, you were required to purchase another month of service to have it unlocked.

Please be advised that TracFone Wireless Unlocking Policy indicates that for cellphones Activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about our Unlocking Policy, you may also visit our website at *************************************;

We value our customers and take their complaints seriously. We searched our system for your full name, email address and contact number included in the complaint, but the information provided does not match our records. We are unable to investigate this issue further at this time. For us to investigate your concerns, the following information is needed: the customer's full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account, if applicable We will continue to investigate this issue and update our findings once additional information is provided.

However, please note that TracFone and its affiliate brands, customer account authentication policy operates under strict security standards to protect its customers'information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.

We attempted to contact you via phone number ************ and have sent emails to *********************** on 6/5/2025, 6/9/2025, 6/10/2025 and 6/11/2025 to discuss the status of your account and device unlocking eligibility. We received your email responses;however, no relevant information was provided, and we were unable to reach you via call.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/18/2025

Complaint: 23400264

I am rejecting this response because:
I contacted you on June 6, 2025, June 10, 2025, June 11, 2025, June 13, 2025, June 17. Each time I have been put off and lied to. Ive told you all every time that I talk to you that you all did unlock the phone number so it could be ported out, but the other carrier couldnt activate the phone because the eSIM is locked. Ive told you all every time that when I called Version back to get the eSIM unlocked they told me that they had to reactivate the phone and I had to have it for 60 days before it could be unlocked. They told me I couldnt get my number back or my account back, I had to get a new number, a new account, and pay for a month's service. The phone has been active on two different accounts which I have explained to all of you that I have talked to. You know that the phone has been active for well over 60 days. The first account that the number was active on is ************ and the new account you all made me get is ************, which you all know because I have told you every time that I have talked to someone. Ive sent proof that the phone won't work. Ive even been told the phone has to be active for 60 more days and it has to have regular use or you all still wont unlock it. How in the world do you all think that a phone that the service wont work on can have regular use, its not possible. Do the right thing. This has been so frustrating and uncalled for. If your service would work, we wouldnt be having this issue. I have a phone that I have paid full price for and paid dearly for and I cant use it because you all wont do the right thing what makes it even worse tells me I have to keep paying for service that doesnt work but if I dont use it regularly you're still not going to unlock the eSIM. Services that dont work cannot have regular use.
I hope you have a blessed day!

Sincerely,

***** *****
Business Response
Date: 06/26/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you contacted us to have your phone unlocked. You were required to have the phone active for 60 days, when it has already been active for more than 60 days, with phone numbers ending in 4128 and 4773. You were advised to have it active for 60 more days, and has to have regular usage, when your phone does not work.

We reviewed the information you provided: your phone number ending in 4128 was associated with an iPhone 12,with **** (serial number) ending in 0449. The status of the device is already unlocked since it has been active since March 2024. Meanwhile, the last phone associated with the phone number ending in 4773, is a ******* Galaxy A02s,which is eligible for Unlocking since it was activated in April 2022, and deactivate in December 2022.

Based on the information provided,it appears that the devices associated to the phone numbers you provided were different. For us to proceed with our investigation, please provide the **** number of the specific phone you wanted unlocked.

We spoke with you via phone number ************ on 6/23/2025, and attempted to gather the information to provide assistance;however, the call was suddenly disconnected, and we were unable to reach you back. We have sent emails to ************************ and made further attempts to contact you via same phone number. We received your email response on 6/24/2025; however, we were unable to reach you via call. We have not received further correspondence from you in our latest email.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1323029668.

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

Sincerely,

*******************************
Business Response
Date: 07/24/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/14/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you contacted customer service on multiple occasions regarding your unlocking request; however, your phone is still locked.

We reviewed your account, and our records show that your phone, with IMEI (serial number) ending in 0449, has been inactive since 2/2/2025 due to a successful port-out ********** addition, the device status is already Unlocked. We need to confirm if you are referring to the phone that we reviewed.

We attempted to contact you via phone number ************, and have sent emails to ********************************,on 7/20/2025, and 7/24/2025, to discuss the status of your account and Unlocking request. However, we were unable to reach you, and have not yet received your reply to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.

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
Customer Answer
Date: 08/05/2025

Complaint: 23400264

I am rejecting this response because: Im not rejecting this response. ****** finally got my phone unlocked. I thank her and appreciate. But, the actions of the *** **** is unacceptable, there for I will never do business with them and will not recommend them.

Sincerely,

***** *****
Business Response
Date: 08/14/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/05/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone is now unlocked. However, you expressed your dissatisfaction with the service you received.

Thank you for confirming the resolution of your complaint. We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements.We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

To confirm if you require further assistance, we have sent you an email on 8/13/2025 to ************************ however, we have not received your latest response.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1323029668.

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

Sincerely,

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

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