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:06/29/2023
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.
Multiple attempts at resolving phone reception problem, ZERO bars at home. phones worked in the past in exact same area. Online support either ghosts me or try with no results. Not even the courtesy to admit they cannot solve the problem.
Business Response
Date: 07/19/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/29/2023, regarding BBB case # ******** complaint.
Your complaint stated that your phone does not receive service bars when at home although it used to work correctly on the same area in the past and when you contact customer support for assistance they are unable to help with the issue.
In reviewing your account we found that there were technical issues with our system that *** have impacted your service, based on our records for last 30 days many usage impasses were identified. We need to speak with you directly in order to perform troubleshooting and address the issue correctly.
Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
We attempted to contact you via phone number ************ and emails were sent to ***************** on 07/09/23, 07/10/23, 07/11/23, 07/12/23 and 07/18/23 in order to assist you with the coverage inconvenience, however, we were unable to get a hold of you.
We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing TracFone Wireless.
Customer Answer
Date: 07/21/2023

Complaint: 20253596

I am rejecting this response because: Tracfone is absolutely rediculous. The idiocy is incredible ,you cant phone the number BECAUSE IT DOES NOT WORK. All the supposed corporate numbers provided are again people in ***** or wherever that cannot do a **** thing. I left you alternate number and you left another number to person in ***** or wherever that did nothing. You cannot ever get the same person twice and they just run you through the same hampster wheel over and over and over,EVERY TIME. Tracfone is just another corporation that laughs at the consumer and treats the people that make them rich like garbage. One of the geniuses said phone is broken and I need another one, wow, no s*** ********. Took them a few days to send me a prepaid return sticker. How long will it take to send another phone ? And will another fone work? Doubtful and that leaves me with NO WAY for anyone to contact me IE:WORK texts still work sort of. Maybe I need to contact FCC and lodge a complaint to see if they can figure out if they (tracfone) are compliant or something or is ******* squeezing the signal (dont say that doesnt happen,like throttling with internet service IT DOES HAPPEN) One things for sure, tracfone gets the gold medal for acting like callus fools that the left hand doesnt know what the right hand is doing or is that their way of conducting customer service?

Sincerely,

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

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

We do apologize for the inconvience. An attempt has been made to the phone number ending in **** but unsuccessful in reaching you.

To better assist you with you matter we will need to speak via phone to review account information as per security purpose and to have troubleshooting steps to be made to your device based on the information that you provided.

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

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

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/04/2023

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.
A new phone was sent to me and so far it is working. The second it starts acting up again I will be contacting *************************
Sincerely,

***********************.
Initial Complaint
Date:06/29/2023
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.
Continually have too much data and not enough length of time to use. I currently have 687 talk minutes, **** texts and ***** GB data - which all expires July 2, 2023. I couldn't use this much in a years time - but I keep having to pay to extend the time. It's a vicious circle and customer service is non-existant. Please extend contract at least 6 months if not a full year. I have been a hopefully valued customer for years and would like to continue the service - I have no issues with what has been provided other than the length of time.
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 # ******** complaint.
Your complaint states that you continually have too much data and not enough length of time to use. You currently have 687 talk minutes, **** texts and ***** GB data, which all expires July 2, 2023. You could not use this much in a years time, but you still have to pay to extend the time. You requested to extend contract at least 6 months, if not a full year, as you have been a hopefully valued customer for years and would like to continue the service. You do not have any issues with what has been provided other than the length of time.
We checked your account, and we found the phone and service active and connecting properly to our network, as we can see, you barely use the service for calls, text and data. You purchase every 3 month the $45 plan that includes 750 minutes to talk, ***** text messages and 1.5GB for mobile data, last plan was purchased on 04/03/2023; therefore, your refill date when you placed the complaint was 07/02/2023. On 07/03/2023 you added a new service plan, and your service was extended for 3 more months. As once time courtesy, we added 1 month of service on 07/10/2023, ticket reference # **********. You were suggested via email to enroll in our Tracfone Service Protection plan for $5:99 per month, to keep your phone active to use all the minutes you have.
We have attempted to reach you multiple times via phone ********** and via email ************************* on 07/02/2023, 07/03/2023, 07/05/2023, 07/06/2023 and 07/10/2023, however, you have failed to respond our emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1279633717. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 07/16/2023

Complaint: 20253327

I am rejecting this response because: No one has tried to contact me - I don't care how many dates you list in your response - no one from TracFone has made ANY contact with me.

Sincerely,

***************************
Business Response
Date: 07/27/2023
Dear ***************************:

We do apologize for the inconvenience. We have attempted to contact you via phone but unsuccessful in reaching you.
The system indicates that your account ending in **** is currently active with a current balance of **** talk, **** text, and ***** GB of data.
Your service end date is 10/31/2023.
For further assistance you may contact me via email to *************************.
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:06/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone stopped working, called technical support and they informed me after multiple calls and people the they are updating and have no idea when it will complete. I am a 78yr old disabled veteran with no way to call for help or medical services. I have had my neighbors helping me with this but when they go home I will have no way to contact help. The company said it is not there problem and I will have to figure it out. This is absolutely unacceptable practice and completely irresponsible for a company that I pay for services they are not providing now and are not helping with
Business Response
Date: 07/07/2023
Dear Mr. ************************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/28/2023, regarding BBB Case number ******** complaint.

Your complaint states that your services were no working properly due to a technical issue; also, you mentioned you were communicating with our customer service representatives and we were unable to assist you accordingly, as an update was processed but it is no completed yet

After reviewing your account we could confirm that you reported on 07/29/23 that your device was no working properly, in order to determinate why the phone was no working we needed to troubleshoot the phone; however, as per our records the phone number associated to your account was transfer to a different device. Reviewing the new IMEI we found that it is active and it is imperative to speak with you to check the functionality of the new phone.

We attempted to reach you at phone number ************ and e-mails sent to **************** on 06/30/23, 07/01/23, 07/05/23, 07/06/23 and 07/07/23; however, we were unable to reach you.
We apologize for any inconvenience this may have caused. We have since updated your account and can confirm that your account is properly provisioned.
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 1279131481.

Thank you for choosing **********************

Sincerely,

Executive *********************
Initial Complaint
Date:06/27/2023
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.
disconnected one of my phones that I have paid for charged for service I did not get *****?
Business Response
Date: 07/14/2023
Dear ***********************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated April 07, 2023, regarding BBB Case number # ******** complaints.

Your complaint states that one of your phones has been disconnected and you mentioned that you were charged $44.00 for a service that you did not get.

We searched our system by your name, email address and contact number, but we were unable to locate an account, as you did not provide any information related to the phone on your complaint.

To proceed with the reinstatement of your phone service and take further actions, it is required to speak with you to access to the account, troubleshoot your device and determinate why the phones were disconnected and interrupted your service.

We have attempted to reach you multiple times via phone ************ and email was sent to **************** on 07/06/23, 07/07/23, 07/08/23, and you replied to one of our emails where you stated that you might be calling us at your most convenient time.

Then, we notice that you spoke with one of our customer service representative on 07/10/23 and confirmed that everything is resolved with your account.

Other attempt was made to reach you via phone ************ and email was sent to **************** on 07/14/23 to obtain information about your account, but we were unable to speak with you and you have not responded to our emails.

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 **********. 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: 07/17/2023

Complaint: 20246255

I am rejecting this response because: I did contact Trac phone several times.
The last commutation was I believe Sat July 1 and I spoke to a woman, and I thought that it was resol not ved.
They said I would receive my service Aug 26. which I will instruct my bank to credit their money after I do in fact receive my service
I also returned a call July 7 but met with some confusion as I tried to explain what was settled on July 1
I think that call should have been about a card bought in ******* that is unable to use on a smartphone. not sure as again there was confusion.
They sell cards which are unable to use on a smartphone unbe known to the consumer. and cannot be returned.
He said something about a refund.
I will try to call them again, but I have to have a considerable amount of time to do so.

Sincerely,

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

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

Per conversation Ms.***** stated that her issue has been resolved with a previous representative concerning phone number ending in 0761.
All the above information has been provided, so we will consider this as a final response.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 07/28/2023
Per our conservation this morning all matters concerning phone numbers ************ and 413=588-2624 have been resolved. As of Aug 26 service concerning ************ will start in which I will instruct the bank to pay Track Phone the 44.28
The additional minutes on the white card purchased at ******* will be added in November.
Phone number ************ was activated no further action is needed
Thank You both BBB and Track Phone for help in resolving this matter.
***********************
Initial Complaint
Date:06/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My 90-year-old neighbor had problems with TracFones equipment. When the second TracFone died she returned it to ******* and opened a ******** account.She does not owe TracFone any money nor did they claim that she does.TracFone has refused to release her phone number, which she has had for more than 60 years, claiming that she had to have an actual TracFone device in order for them to be able to release her number. In other words they wanted her to buy another phone and open a new TracFone account before they would give her her number back.I I spent approximately 7 hours on the phone with them being passed around to various departments. This time included an hour and a half conference call with a representative from ******** who, like me, was unable to understand why they could not just release the number.TracFone called me after I filed a complaint with the ************************* but still insisted that their company policy does not allow them to release a number unless the person has a TracFone compatible phone with an active account and Sim card.
Business Response
Date: 07/05/2023
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 28, 2023, regarding BBB Case number ******** complaint.

Mr. ****** complaint alleges that Straight Talk Wireless refused to release his neighbors phone number that was used for 60 years.

We reviewed ************** neighbors account; her service was suspended on 06/30/2023, due to non-renewal of service. Our records indicate that she requested to port out phone number ending in **** to another service provider on 6/24/2023. Our system denied the port-out request, it was not valid, because the account is inactive in our system and she did not request a number transfer PIN to be given to her new service provider. As per Straight Talk Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to another to a new service provider. In this case, ************** or his neighbors account must be active for porting to be successful.

Additionally, Straight Talk 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. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

We spoke with ************** on 7/3/2023 via phone number ************, we discussed the status of his neighbors account and port-out request. We advised ************** that to ensure the port-out request is valid, he or his neighbor must ensure that her account remains active. He refused our assistance and did not reinstate his account.

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 1279513018.

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: 07/10/2023

Complaint: 20245729

I am rejecting this response because:
This was exactly what the complaint was. They forced this 90-year-old woman who lives on Social Security to buy another phone and activate a new account with a new SIM card in order to Port her number to ********* This was the supposed assistance that I refused.
I have changed phone company several times and have never known any other phone company to have such a ridiculous requirement. It's simply a way for TracFone to make one last dollar off of a departed customer.

Sincerely,

*******************
Business Response
Date: 07/13/2023
Dear *******************,

This is in response your rebuttal 07/10/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm the **** number of the new device.
We attempted to contact you at ************ but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:06/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 27, 2023, I phoned the Tracfone offices to receive an extension on my service date and bill payment which is due on June 30, 2023. I informed the representative who went by the name of **** that I was not well and needed to get an extension for payment until July 5, 2023. She refused to assist me with the matter. When I asked to speak to her supervisor she also refused to connect me with a supervisor. I am a healthcare practitioner who needs to have access to my phone at all times. I have been with this company for several years and have mostly paid my bill on time yet when I have to report unreliable service or gain assistance regarding my bill they are not helpful at all. Please assist me with this matter. Thank you.
Business Response
Date: 07/07/2023
************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she requested for a service extension. Her service will end on June 30, 2023 and can only pay by July 5, 2023. Thus, she wanted her service to extend until July 5, 2023.

In reviewing Ms. ******* account, record shows that it is active and well provisioned. We have checked ticket for history, yet there were replacements and service extension provided. Tracfones policy for service extension is to be provided as one time courtesy. She can instead opt to add our lowest plan, which is $9.99 plus tax with 30 minutes calls for 30 days. Thus, we need to speak with the customer to inform her that we cannot ***** the request.

We made multiple attempts to contact Ms. ****** via phone on 06/28/2023, 06/29/2023, 06/30/2023, 07/03/2023 and 07/06/2023 at ************ and by email address ************************* in order to provide options however, we were unsuccessful; we failed to reach her and she did not respond from our emails. We were still waiting to hear from her.

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

Please refer to Ticket Number 1277893973.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:06/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone ************ was deactivated on 05/19/2023 and I have called them at least 10 times to activate my phone and they say to verify my account they need the last 4 phone numbers that I have contacted in the last 60 days, so when I give them the numbers they say the numbers failed, but I am looking at the call/text logs on my phone and they are correct. The last time I called the corporate office # ************ I spoke to a lady ***** ID# ****** on *******. Thank you ***********************
Business Response
Date: 07/05/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2023, regarding BBB case #******** complaint.

Your complaint states that you have not been able to reactive your line due to the account authentication process.
We have checked your account with the phone number ending in **** and our records indicate that the account was disconnected since you filed an invalid credit card dispute for the charges made on 05/20/2023 in the amount of $86.04 and $31.93; therefore, in order to reactivate your service is required that you contact your credit card company or banking institution to reverse your chargeback complaint.
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. Thus, we needed to validate your account in order to remove the restriction; consequently, we spoke with you on 06/30/2023 at ************ and we discussed the findings on your account, the authentication could be completed and we told you to get a service plan in order to cover the chargeback; subsequently, you requested a callback so you could purchase the service plan and add it.
Our records indicate that your account was successfully activated on 07/01/2023, thus, we contacted you again on 07/03/2023 and you told us that your service is working properly; however, you mentioned that before your service disconnection on 05/19/2023 you had balance accumulated and you want them credited to your account. For that reason, we investigated your previous balance; our files showed that your balance was used reason why as a one-time courtesy we found you eligible for service compensation; as per Ticket Reference No. **********. We confirmed your balance was updated and no more assistance was needed.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1279516914. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
Initial Complaint
Date:06/26/2023
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 have had a Tracfone for the last 15 years. Recently, the screen broke and after I contacted the company, the representative told me that I could get a free replacement. I had to send my phone and I was going to be without one for 10 days, This is the time frame for a return phone. I sent my phone via *** on May 22nd, 2023, and the company received it on May 24th at 9:15. The name of the person who received it was ********Since I did not receive my phone when I was supposed to, I have contacted the company three times. I talked to two different reps. and finally, to a manager. She told me that she could not give me information because they had to verify my identity. They ask three questions which I cannot answer; These are the questions:Question 1.). Give the *** number. I've had this phone for over 15 years and I cannot recall the number.Question 2) The manager sent me a text, with a code, to my phone, that I no longer have, and I should repeat to her. How can I give them the code when they have my phone? Question 3) Give three numbers of people I have called in the last 60 days. I have not had a phone since May 17th. Again, I don't have my phone, Tracfone has it. I also mentioned that I do not know the numbers by memory because I use the name that is on my phone not the numbers. She did not want names.Since she said that I could not have information on my phone, I said that I would just depend on their honesty and wait for them to send my phone to my address, which is on the envelope that I used to send the phone. This last call was on June 12th and I have not received any information from them.I hope you can help.
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 June 27, 2023, regarding BBB Case number ******** complaint.
******************** complaint states that he had a Tracfone for 15 years. The device screen was broken and Tracfone told him that he was eligible for phone replacement. In order to receive a phone replacement he must return first the defective one. He sent back the defective phone last May 22nd, 2023 and it was received in our warehouse last May 24th at 9:15 by *******. Since he did not received a phone replacement he contacted Tracfone three times and spoke with two different reps. and manager. Furthermore, the manager could not give any information since he failed to authenticate his account. He states that he has not received the replacement phone to date.

Upon further review ******************** account was no longer active in our system. We verified that there was a ticket created for replacement with reference ticket number ********** and the defective phone was already received in our warehouse.

******************** was contacted on 06/28/2023 at phone number ************ and e-mail ******************* however we failed to get hold of him. On 6/28/2023 we received a call from him asking for and updates of his phone replacement. We verified that the phone replacement was not processed due to back order. Furthermore, a comparable device was being agreed therefore, we update the ticket and scheduled him for a callback. We spoke with ****************** on 06/30/2023 and we were able to send him the phone replacement which is the comparable phone. Thus, we informed him that he need to wait for 3-5 business days.

In addition, the comparable phone replacement was already delivered on his address last 07/06/2023 at his front door with reference tracking number 1Z7X28F00263384821 thru **** We attempted to contact him on 07/10/2023 at phone number ************ to verify if he received the phone however we failed to get hold of him. We are waiting to hear it from him. Hence, to address the matter we need to speak with him for further assistance.

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

Please refer to Ticket Number 1279414546.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/26/2023
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've been a Tracfone customer for 15 years, and have had many frustrating problems with the service throughout that time; however, the worst and most recent problem began a few months ago when I bought a new (not refurb) ******* Galaxy A13 5G phone directly from Tracfone. I have spent hours during 8 ---yes, eight attempts with Tracfone to resolve the problem, via online chat or telephone calls (which use up my minutes)! The most recent attempt to resolve the problem was today, 6/26/23 when after waiting for a call-back, shortly after receiving it, the representative disconnected the call because he didn't know how to resolve the issue. The phone intermittently loses connection, and displays a message "Emergency Calls Only." When I check the status, it says "Disconnected," "Out of Service," "Not Registered." I recently bought service for an entire year, and have many minutes remaining -so none of that status information is correct. Whenever I've checked, I have only seen the phone connect on the ******* network. I have spoken with others in my area who also have a ******* Galaxy 5G phone (with *******), and none of them ever has the problems my phone has. Sometimes, the connection will only be made if I restart the phone -but then reverts back to no 5G, and no service.I've had phone calls and text messages sent to me that I never received until days afterwards. On 1 occasion, not getting the call, voicemail, or text from my employer cost me some overtime pay that I would have accepted, if the call came through. When I got to work, the boss asked why I don't answer my ********* told him I never got a call. Sure enough, I called VM and there was a message -which the phone never alerted me to.I have been way, way beyond patient and spent way, way more time trying to resolve this problem with Tracfone, than anyone would consider reasonable. I'm done. I expect the issue to be immediately resolved, or to be refunded the phone's cost & 1 year svce.
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 27, 2023, regarding BBB case # ******** complaint.
Your complaint states that you cannot use the services on your phone because intermittently you lose the connection, and even after contacting customer support many times the issue persists.

We checked your account and we did not found any error or mismatch that could be affecting your mobile services, your account in our system is well provisioned.

We attempted to reach you on 06/28/2023 to the phone number ************, but we were routed to voicemail. We have contacted you on 06/29/2023 and attempted to fix your phone service making an updated in our system, then we told you to turn your phone off and back on and we were going to call you back 10 minutes after; however, we were unable to do it.

We spoke with you again on 07/02/2023 and we reset the network settings on your phone and ask you questions about this issue to further investigate. We tried to reach you on 07/03/2023, but once again we were routed to voicemail.

We received 2 emails from you stating that you did not experience service interruption until 07/08/2023, so we tried to contact you via phone one more time on 07/09/2023, but could not reach you. Due to the nature of your concern, it is required for us to speak with you to take further steps.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to email reference number ******* or Ticket Number 1279393504.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/10/2023

Complaint: 20239710

I am rejecting this response because:
The phone is not currently working -"Emergency Calls Only," "Not Registered," "Disconnected," "Out of Service," ..... I restarted the phone twice, but it still will not make calls.
Sincerely,

*******************
Business Response
Date: 07/13/2023
Dear *******************:

This is in response your rebuttal 07/13/23 regarding your Better Business Bureau complaint.
Research indicates that the device is provisioned. We will need to troubleshoot the device to resolve the issue.
We attempted to contact you at ************ on 7/13/23 but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********.
Initial Complaint
Date:06/26/2023
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.
Phone stopped working after 4 months of receiving it. Tracfone sent a return label to return for a replacement that would be sent when notified that it was sent by **** Phone sent 4/24 recd 4/27. Did not rec. replacement as stated. I called 2 weeks later, told it was ****************** being sent. Got same story 5 times...2 weeks ago recd another return label, called once again assured new phone would be sent. It has been 2 months still no phone, last week they stated a new phone would be sent not a ***** C200 like the original. Today they had no record of any phone being sent and once again ask me to wait anoth 7 days to rec a phone. The ticket has been escalated 5 times with no resolution Last ticket# **********
Business Response
Date: 07/07/2023
Dear *************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 26, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that he has a phone that stopped working, he received the return label through *** and sent back to us the defective phone on 4/24/2023 but did not receive the replacement phone.

We spoke with ************************** on 7/3/2023 at **********. As per conversation, we informed her that she would receive the replacement on 7/5/2023 as per tracking number 1Z7X29A90256677649. We both agreed to call her back once she received the device to assist her to transfer the number and the service to the new phone

We reviewed Mr. ************ account is still active and theres a ticket for Defective Phone with a reference number ********** and the status still in process. In addition, a Delayed Shipment tickets were created with a reference number **********, **********, **********. We received the defective phone on 5/4/2023 at 12:38 PM.

We reviewed the ticket number ********** and as per records show theres a tracking number 1Z7X29A90256677649, Estimated Delivery: Wednesday, July 05 by End of Day.

We attempted to reach ************************** multiple times via phone ************ and e-mail ***************** on 6/28/23, 6/29/23, 6/30/23, 7/3/23 and 7/6/23, but we were unsuccessful, we are still waiting to hear from the customer. With this, it would be best to speak with the customer to assist her transferring the number and benefits from her old phone to her replacement phone once she receive it.

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

Please refer to ticket number 1279402104.

Based upon the foregoing, we will close this matter unless we hear from you

Sincerely,

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

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