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

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

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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:06/26/2023
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.
On June 13 I received a text from TracFone saying I could upgrade my sim to ******* and get a free month of service. As did my wife. We both upgraded and have not received the credit for the free plan. I talked to a CSR that tried to tell me they don't offer free service. The same rep also told me the codes they had emailed and texted me where both wrong along with my account pin. I feel lied to and scammed. I have included screenshots
Business Response
Date: 06/29/2023
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 # ******** complaint.
Your complaint states that on June 13 of 2023 you received a text from Tracfone saying you could upgrade your SIM card to the ******* network and get a free month of service, as did your wife. You both upgraded and have not received the credit for the free plan.
We checked your account and we found due to a system error the free service plan was not added to your phone and your wifes phone. We were able to see both SIM cards were successfully activated in our system on 06/17/2023.

We have contacted you on 06/28/2023 to the phone number **********; and the service was successfully added to each phone, and you were educated to reboot both phones to receive the benefits.
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 1279083509. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:06/25/2023
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 22nd, 2023 I received a new tracfone that I ordered from QVC that came with a year of unlimited texts and talk and 24 GB of data. It was a total nightmare trying to get the service put on my new phone. At one point, neither one of my phones worked and I had to call customer service on Skype. After about 3 hours on the phone, I finally got phone service. I have been a tracfone customer for about 20 years and had accumulated **** minutes that showed up as the other plan on the tracfone dashboard. It clearly states Important note: The benefits from the current plan will be consumed before the benefits from the other plan. The current plan is the unlimited text and talk for a year. I wanted to make sure that I was actually getting unlimited talk and texts (after the previous 3 hour nightmare) and I saw that all of the minutes that I was using were being deducted from the other plan which is supposed to be held in reserve. On June 25th, I spent over an hour on the phone with four different service reps at tracfone in an attempt to remedy the situation. I was disconnected twice (or hung up on) and was given different answers by different people. One rep agreed to put back the 110 minutes that was used up incorrectly back on the other account. This did not happen . When I called back I was told by another rep that the minutes would be returned. Again, this did not happen. The last person that I talked to said that the new policy was to use those minutes up even though I paid for a $199 for an unlimited plan. Apparently this has occurred since ******* took over. I was then connected to the alleged refund department and when I threatened to complain to various agencies, I was hung up on. My requests to spaek to a supervisor went unheeded. It costs $10 to add 100 minutes onto a tracfone smart phone. Therefore, the **** minutes that they are taking from me is worth about $800. This is theft and fraud pure and simple.
Business Response
Date: 07/06/2023
Dear ***********************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/26/23, regarding BBB Case number ******** complaint.
Your complaint states that you bought a phone that had a year of unlimited service included, and then you transferred your phone number and your remaining balance from your previous phone. When you started using the phone after you transfer your balance, you realized that your minutes were used instead of the unlimited plan you had for a year. Now you want your balance to be corrected.

We reviewed your account and we were unable to find any records that indicate that your minutes were being used over your unlimited service.

We spoke with you on 06/29/23 via phone number at ************ and you let us know that your balance was already updated by one of our **************** agents and the concern about it was already resolved. However, your multimedia messages (MMS) were not working properly as you could not send or receive; therefore, we updated the system for your account and ask you to wait 24 hours to check that it was fixed.

We attempted to reach you multiple times via phone at ************ and email was sent to ******************** on 06/30/23, 07/02/23 and 07/05/23; however, we were unable to speak with you and you have not responded to our emails.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or 1279412797.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:06/25/2023
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 ************************************* has been having trouble signing into Tracfone App My Account.I contacted ********************** **************** Representative at ************************************ on *************************************** **************** told me to reset my PASSWORD to my Account ,and go to the Tracfone.com Website to get sign into my account.I final got sign into the Tracefone Myaccount.I found out a scam phone number ************** and my email.I call Tracfone **************** and Report them matter about the scam phone numbers on my account with my email.I inform Tracfone that I to edit the phone out of my account,but the website was not opening up so I can deleted phone number ************** off my account.The Customer Sevice told me they would remove the scam number through they tool through the Tracfone system,and told me to wait two hours to check the account and sign back into the account.The two hours pass and I did sign back into Tracfone Website.com into my Account.The ********************** Representative told me the untruth that Tracfone company had remove the Scam phone ************* ,but the scam phone still remain in my Tracfone my account.The ********************** Company Representatives has been giving me a run around concerning the matter. The Tracfone App My Account is having pop up blocking me and keeping me from seeing my Data,Talk,Text minutes that suppose to be displayed in the Tracfone App my account on my cell phone. Tracfone Company allow scam number to take over my Tracfone my account,and they refusing to take responsibility to get this problem resolved off my account. I only have One cell number,and the scam number is not it.Tracfone got scams running off into Tracfone customer account.,and they not stopping the scams through the Tracfone computer system. The Tracfone Company give me a run around pretending they fix my Tracfone account.The Account has not been fix,I am reporting this matter and I want the Tracfone company to fix the problem with Tracfone App My Account
Business Response
Date: 07/03/2023
Dear *************************************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/26/23, regarding BBB Case number ******** complaint.
Your complaint states that you are unable to check your balance information on the My Account app or using the website and there is a number attach to your account that you do not recognize so, you want it to be removed from your account.

We reviewed your account and found that your email was attached to your phones account but, also to a dummy account that was related with your information so, the number you saw when you signed in was the customer ID number related with the dummy account.

We spoke with you on 06/27/23 via phone number at ************ and we informed you that the number you saw was not an scam number, just a default ID and to remove it from the system we just deleted your email from the dummy account; however, after that you were unable to access to your account on the web so, we advise you to reset the password.

As the password could not be reseated at the moment, we created the ticket ********** to get your account updated for you to reset the password and sign in again.

We spoke with you again on 07/02/23 via phone and you informed us that you were able to log in on the My Account App and using the website too. Now you are able to see the balance information and manage your account from it also, the unrecognized number was successfully removed.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this case unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:06/25/2023
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 believe the ******* buyout of Tracfone is impacting my data service. Tracfone sent emails offering a free new ******* *** card but never said it was required or that it would impact your data service if you did not switch over.I was having data issues prior to when I should have so in case I was running out of data early, I purchased a 30-day refill card for $40 with unlimited talk/text and 4GB data on 5/30/23 from Target in-store. That way I could continue using my unlimited talk/text remaining for **** (previously purchased) and split that newly purchased data over next two months at 2GB per month. On 6/25/23 my photo texts fail to send and I am continuing having issues with data service and can only use online or app service when connected to wifi. Today I got a text balance update from Tracfone confirming I have paid for/rollover data balance of over 5GB. After speaking with two different agents for over an hour today, they could not resolve the data access issue and only will mail the ******* *** card. When I requested free service for two months because the data I have been paying for has not been working, they claimed that the call was dropping. Then I called back and another Tracfone agent hung up the line. Then finally I called back and another agent heard the issue again but claimed that I did not have enough loyalty points to redeem a free month plan and I explained I was not seeking to redeem loyalty points but wanted to be compensated with a couple of free months of service moving forward since the data plans I had paid for the past couple of months have not been working. They said they could not compensate me for that. That can be considered theft and false advertising if I am paying for a Tracfone pre-pay card with talk, text, and data but am only provided talk and text services.Prior to this, I have had Tracfone prepaid phone service without issues since 2021. I believe ******* may be cutting customer data access to force the *** card switch.
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 25, 2022, regarding BBB case # ******** complaint.
Your complaint states that your photo texts and data services started to fail on 06/25/2023 and you contacted customer support for assistance; however, after many attempts on resolving this issue we have only sent to you a ******* SIM card and the problem persist. Also, you are requesting a 2 months compensation for this situation.

We checked your account and we found that is currently under the $30 unlimited talk, text and 4GB data with 30 days of service. We reviewed your balance and we corroborated that you have all the data you have added. We could not find any mismatch or error that could affect your mobile data.

Tracfone is part now of the ******* network, so you could choose to join by activating our free ******* compatible SIM. We confirmed that the free ******* SIM card was ordered on 06/25/2023, and was delivered on 06/28/2023, at front door according to the tracking # 1Z7X29A90262423071. If the new SIM is activated your phone will be working with the same service, but under a different network.

We attempted to reach you multiple times to provide the best resolution via phone at ************ and sent emails to ********************** on 06/27/23, 06/28/23, 06/29/23, 07/02/23 and 07/06/23; however, we were unable to speak with you, and you have only responded to one of 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 **********.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/11/2023

Complaint: 20234178

I am rejecting this response because: They never offered to compensate me for the time I had no data on my phone that I had paid for and also they were never able to fix the service on my phone. They also made it incredibly difficult to get the correct account number so I could transfer my phone number to another phone service provider. I am now with a different phone service provider.

Sincerely,

**** St. *******
Business Response
Date: 07/17/2023
Dear ************************

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

Research indicates that the phone number was ported out on 7/10/23.
Please confirm the service pin number or receipt to receive a refund for the monthly service plan.
We attempted to contact you at ************ but were unsuccessful.
My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing 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:06/24/2023
Type:Billing 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.
06/19/2023 I switched to tracfone cellular service. I paid $40 for the month. They had me on the phone for five days. A total of over ************************************************ they never solved my problem. Now they can't verify it's me, and refuse to give me my account number.
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 06/25/2023, regarding BBB case # ******** complaint.

Your complaint states that after porting your number to TracFone Wireless and paying the amount of $40 for phone services on 06/19/2023, you contacted customer support team to resolve a service malfunction with non-positive outcome. You contacted again requesting the account information but it was denied to you due to customer support not being able to validate your persona. As a result of the inconvenience, you request a refund and not further contact from us.

In reviewing your account no longer have active services in our system, our records show that the single phone number ending in **** was transferred to a different service provider on 06/25/2023 with Port Reference Ticket No. 1279235914.

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, including those transactions that involve disclosing customers information such as account numbers. Per ********************** Terms and Conditions, we do not provide customers with a refund or transfer for any remaining used or unused services at the time of the termination of service.

You contacted us on 06/27/2023; we informed you about our services Terms and Conditions as well as TracFone Wireless company policies and we offered to retrieve the services to your device with a new phone number and no payment required but you asked to be contacted again on 06/28/2023.
Further on, we made many non-successful attempts to contact you at contact phone number and e-mail provided to assist.

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 1279345493.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/08/2023

Complaint: 20233228

I am rejecting this response because: I paid for a service I never received. I spent 5 days on the phone with you and you never helped. I can't spend a week on the phone to listen to you doing nothing. I have a medical condition that requires I have a phone at all times. Your company was made aware of this.

Sincerely,

***************************
Business Response
Date: 07/18/2023
Dear ***************************,

This is in response regarding your Better Business Bureau complaint.

As a curtesy $44.63 has been credited back to the card on file.
We attempted to contact you at ************ but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
1279345493
Customer Answer
Date: 07/18/2023

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:06/24/2023
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.
6/16/23 tried to rollover existing TF plan to a new phone. Purchased & installed new SIM card. When I tried to activate the new phone, TF ended up deleting my account and my husbands including our phone numbers. Have had TF plans for more than 7 years. Have spent more than 30 hrs. with customer service over the last 9 days, purchased 4 SIM cards, and issues are still not resolved. Still missing 32 gigs of data on my phone and my husbands phone # was completely changed from an 864 area code to 202 and still doesnt have his data, minutes, and texts rolled over. Have 2 ticket #s neither of which have been resolved (********** & **********) yet have been closed. When calling, they are not able to access previous notes from my calls and I have to keep repeating the same information over and over.Have tried to be transferred to their **************** Tier 3 level with each call made and have had to argue for a minimum of 30 minutes before they will do so. Been told theyre not allowed to transfer me and they can resolve the issues but when reaching their Tier 3 folks am told they are the only ones with tools to fix the issues.Also had been told by numerous reps. they could not rollover my complete 42 gigs of data at one time because theyre only allowed to do 10 gigs per day and that Id have to call back every day for 4 days to get all of my data restored.Keep getting told it will take 24 hours before the service will be activated, plans transferred all to no avail. Have been hung up on with almost every call, either initially or after being transferred to their *********** It is now the 9th day and I want my issues resolved. Im tired of being given conflicting information, dealing with incompetent people, being lied to, and being hung up on. My next step will take legal action.
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 24, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that her roll over data was not added to her device, after she make a transfer from one phone to another phone.

Upon review, the old device with an IMEI *************** shows that it has around 23GB and the new device with an IMEI *************** shows only around 9GB of data. The old phone is still active and was used by her husband. When the upgrade was process, only 9GB was being transfer to the new phone. Hence, we have escalated this case, we have an update about it and it shows that we have successfully provided the 42GB of data.

We reach Ms. ****** multiple times via phone number that she provided and on her e-mail address, but we were unsuccessful and we are still waiting to hear from her.

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

Please refer to email reference number ******* or Ticket Number 1279351791.

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: 07/11/2023

Complaint: 20231028

I am rejecting this response because:
If you look at the screen shots attached of my Tracfone dashboard, it is inconsistent with the plan data balance that I received via text just a few seconds earlier which is also vastly inconsistent with the balance texted to me last PM!
I have also filed a complaint with the *** which another TF customer service manager named **** is still working on to resolve INCLUDING getting some additional compensation for all of the time and trouble they have put me through.
When I changed from an automatic renewal plan to an annual plan on May 1, 2023, I rolled over 42g of data which was combined with the 24g of data included with the annual plan. From May 1st to June 15th over 20g of data "disappeared" and was not used by me. 6g of data came with the previous monthly plan I had previously and if Tracfone would check my usage records they would see I did NOT use all of this data. This is demonstrated by seeing the texts I received last PM at 5:08 where I had over 41g of data and now today the text said "0"!!!
My expected resolution is 64g of data restored to my phone at minimum.

Sincerely,

*********************
Business Response
Date: 07/14/2023
Dear *********************,

This is in response your rebuttal 07/11/23 regarding your Better Business Bureau complaint.

Ticket # ********** has been created to add the remaining data on the device.
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 # **********.
Customer Answer
Date: 07/20/2023

Complaint: 20231028

I am rejecting this response because:
I have tried calling ******************************* twice and left messages to which she has not responded. I want to be reimbursed for my expenditures as this has been over a month and no resolution has been reached.

Sincerely,

*********************
Business Response
Date: 07/25/2023
Dear *********************,

This is in response your rebuttal 07/20/23 regarding your Better Business Bureau complaint.

Another ticket # ********** has been created to add the remaining data on the device.The case has been escalated to the appropriate department.
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 Straight Talk Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********.
Customer Answer
Date: 07/26/2023

Complaint: 20231028

I am rejecting this response because:
******* response indicates they tried calling ************ which is my husband's phone number and not mine. My cell phone number which is the one with the issue hand and requires data to be rolled over is ************. I have left ***** numerous voice messages (including two this morning) none of which she has responded to other than dealing with the BBB. The other 800 number provided is to Tracfone's customer service located in ***************, who I have been dealing with since June 16th and have not been able to resolve the situation.

Sincerely,

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

This is in response your rebuttal 07/26/23 regarding your Better Business Bureau complaint.

Another ticket # ********** has been created to add the remaining data on the device. We are working on adding the rest of the minutes.

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 # **********
Customer Answer
Date: 07/31/2023

Complaint: 20231028

I am rejecting this response because:
The issue is still not resolved. Have left 3 voice mail messages for ***************************** asking her to call me to discuss. She has not replied to any of these nor has she sent me an email. The only way I have of contacting her is through the BBB. The 800 number embedded in her email to contact for immediate response is to their **************** Reps. located in *************** which has been a complete waste of my time and where I've spoken with over 35 of their reps., spending 40+ hours on the phone with them.
On Friday, July 28th I sent the attached demand letters via certified mail to the former CEO of TracFone, ************************** and TracFone's registered agent, CT Corporation System. ****** is now the president of ******* Value of which TracFone is a subsidiary asking for a response within 30 days.
Also attached is a copy of my reply back to the *** as it has been over 30 days since I filed a complaint with them.
My assumption is that TracFone is hoping I will "go away". If I do not receive a response from either TracFone or their registered agent within the timeframe requested, I will be filing a lawsuit in small claims court.
Appreciate the BBB's continued efforts in trying to get this resolved.
Sincerely,

*********************
Business Response
Date: 08/02/2023
Dear *********************,

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

************ was contacted on 8/02/23 she was informed that she will receive a follow up call from management on 8/3/23 in regards to her account device IMEI # ***************/ phone # **********.

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 # **********
Customer Answer
Date: 08/03/2023
As I do not know the process if I "accept" the response and it possibly closes out the complaint, I am not going to select either option unless and until the issue is resolved. ***************************** called me this AM for a short call and was supposed to call me back later today. Her subordinate, ***************************** called me this afternoon to let me know ******** was still tied ** in a training meeting and will try to call me either later today (it is now 5:15 PM) or tomorrow.
Customer Answer
Date: 08/04/2023

Complaint: 20231028

As I do not know the process if I "accept" the response and it possibly closes out the complaint, I am not going to select either option unless and until the issue is resolved. ***************************** called me this AM for a short call and was supposed to call me back later today. Her subordinate, ***************************** called me this afternoon to let me know ******** was still tied ** in a training meeting and will try to call me either later today (it is now 5:15 PM) or tomorrow.

Sincerely,

*********************
Business Response
Date: 08/07/2023
Dear *********************,

This is in response your rebuttal 08/04/23 regarding your Better Business Bureau complaint.

************ was contacted on 8/04/23 by the Manager ******** she was informed that the complaint is under investigation. She will be contacted again on 8/7/23 with findings.

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.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 08/08/2023

Complaint: 20231028

I am rejecting this response because:
*****************************, ********************************* supervisor did not contact me yesterday as indicated in ******* response. The complaint is still open and unresolved.

Sincerely,

*********************
Business Response
Date: 08/14/2023
Dear *********************,

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

Research indicates that the missing data has been added to the account.
We tried to reach you on you at ************ on 8/14/23 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:06/23/2023
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 have been with TracFone wireless for a number of years now. One June 4th I had sent my phone to them with a warranty issue. My ticket number is **********. They received the phone in a return facility on June 13th. I have called them many times requesting information on this ticket number on the location of the replacement phone. Their call centers are all in South Pacific, like the Philippians or *********. No one has knowledge of the replacement phone being sent to me. I have been without the phone since June 8th. I have finally decided that I need to purchase a new phone at my own cost ($199) and go to a different service provider. Again, I called them to ask for a code to have my phone number *************) and to be able to transfer it to the new wireless provider. They said I can't do that as I need to have the phone with me and text NTP to number ******. I said I can't do that as I don't even have a phone as they will not send me the replacement phone or even know the status of when it will be sent. I'm major stuck as I need a phone badly and worse, yet I need to have my phone number that I've had for over 20 years go with the new phone. People only know to reach me at that number plus when you get a new phone your able to have the new phone set up like the old one with that phone number. I please ask they you help me to resolve this matter with TracFone wireless. I wouldn't even be looking into change service providers if they would just process my request for a warranty replacement phone. I've waited long enough. I been on my wife's phone for hours trying to reason with these people in the Asian countries. I cannot speak with anyone in ***************** that will help me resolve the matter. My Name is *******************. My phone number is ************. I've been using my wifes phone number which is ************. Please help me resolve this issue. I also would like others to know what kind of customer service ********************** provides so they don't end up in the same situation.
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 24, 2023, regarding BBB Case number ******** complaint.

************ complaint state that he returned the old phone to us with a warranty issue. However he did not received the replacement phone. ************ decided to purchase another device and request to have the phone number transferred but to no success since he need to provide the Number transferred Pin (NTP).

As per our investigation, account pull up is no longer active in the system. Port out ticket was created on the account with ticket number **********. We apologize for the inconvenience that ************ encountered on his Tracfone services. With this, it would be best to speak with customer for further assistance with the issue.

We spoke with ************ today, July 6, 2023 via phone number ************. He would like to ask for a refund since he confirmed that the number has been ported out. We explained to him that he is not eligible for a refund since phone he sent back to us is beyond 30 days from the order date. Instead, we explained to him that we will make sure to update the ticket for us to process the replacement phone. We have agreed and provide him 3-5 business days TAT (turn-around-time) for him to receive the replacement phone based on ticket 1278148127.

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

Please refer to email reference number Ticket Number 1279347064.

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/23/2023
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.
saturday june 17th i called tracfone customer service from my ********************** *************) to ask about voicemail issue. phone was saying voicemail is full but not showing any voicemails. they said they'd do a voicemail reset. i had also just factory reset the phone myself but it did not help. the voicemail reset did nothing - so they instructed me to call into my voicemail, which i did not know how to do, and there were indeed 20 voicemails. i deleted them, and the voicemail was opened back up. however, starting the next day when i would call out it would take me to straight talk wireless customer service - and i was also unable to receive calls. it says "sorry the number you have dialed has calling restrictions that have prevented the completion of your call." i only activated this phone in november, someone gave it to me as a gift, and it came with **** minutes. i without a doubt have not used those **** minutes since then - but tracfone is all of a sudden saying i cannot make/receive calls because all of my minutes have been used. customer service will not tell me when it was activated, they will not pull up (or send me a copy of, since i cannot access it in my online account for some reason) my call log - which would show i have not used **** minutes, and they told me i am never allowed to speak with a supervisor. their customer service has not been helpful AT ALL. they just say you have a 0 balance and need to pay for more minutes to use your phone. i know this is incorrect. i am looking to speak with tracfone corporate and have someone look into this issue. i know the factory reset that i did must have caused this, and i just want the minutes that were already paid for added back to my phone. my one year of service contract is not up until november 2023. i can be reached on my daughter's phone at ************ or at her email address ******************** since my phone ************ is currently not allowing calls.
Business Response
Date: 06/28/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 23, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that her voicemail is full but not showing messages. She added that it was addressed by deleting it manually. However, **************** mentioned that her minutes on the phone got erased after the process thats why it cannot make and receive calls.

Upon review, ****************** TracFone device is active and well provisioned but no minutes found on balance information. Her account has been active since 11/21/2022 and transaction history indicates that she successfully added service on the account. The device is compatible with the current network standard. Furthermore, her home address shows that she has very good coverage. With this, need to speak with **************** for further assistance.

We spoke with **************** on June 27, 2023, 2:41 PM EST at **********. She said that approximately ***** minutes got erased on her phone. With this, we called assistance from ****************** and **************** to review the total minutes used from 11/21/2022 to 6/27/2023. As per advised, account was able to use 573 minutes in total. Therefore, we process 927 minutes replacement on ****************** account. Moreover, we did a test call to her phone both incoming and outgoing calls. **************** confirmed that service is working.

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

Please refer to email reference number ******* or Ticket Number 1279346910.

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:06/23/2023
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.
Transaction date is 6/22/2023. Amount is $10. The business committed to provide me with 1 GB of data for my mobile phone. TracFone has two tiers to their plans, "Current Plan" and "Other Plan", and when purchasing data, if it doesn't go into "Current" it goes into "Other" and is supposed to be accessed by their system when the data from "Current" plan runs out. This is not happening; my "Current" plan has 0 mb of data available, and my purchase yesterday went into "Other" and their systems are not allowing the phone to access the data I paid for. This has been an issue in the past as well. I made multiple calls to customer support and they were rude, condescending, and refused to acknowledge or address the issue. Transaction ID is **********.
Business Response
Date: 07/03/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 23, 2023, regarding BBB Case number ******** complaint.

Mr. ******** complaint states that he purchased a $10 add on data with 1 GB on 6/22/23 but hes unable to access internet.

We reviewed Mr. ******** account is active and records show that the phone is affected by ******* Migration, we offer the free sim card since customer is impacted by migration. However, he prioritize to work on his data and will process on the sim card afterwards.

We received a call from ******* on 06/27/2023 at 6:03 PM EST via phone number **********. As per conversation, he purchased the 1GB of data on 06/23/2023 but he cannot get access to internet.

As per review, the 1GB of data was successfully added to the account. However, it shows, no usage. Upon checking on the reseller tool, it shows **** data. The customer needs to purchase a new SIM card or a new phone that is compatible with the upgraded network of *******, capable of VoLTE 4G / 5G.

Furthermore, Mr. ******** account has remaining **** GB of data under PAYGO Plan; however, in our tool there was no data balance left. We added the data balance in our tool. The account is well provisioned in our system. With this, we called and spoke with ****************** on June 29, 2023, 7:31 PM EST at **********. He confirmed that he was able to access internet on his TracFone phone and he does not have any pending concern.

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 1279342542.

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: 07/03/2023

Complaint: 20228033

I am rejecting this response because:
It is disingenuous and irrelevant to repeatedly mention the ******* Migration as part of this issue; it is not, the matter is unrelated and had no impact on the issue of being unable to access the data.
It is correct that the phone is now working and that the **** GB of data has been provided in the correct plan to be accessed. This letter fails to address that it took a week to make this simple correction, and that I spoke with between seven and nine different customer service representatives, each of whom (save the last one) were to varying degrees rude, condescending, dismissive, disregarding of the information I was providing, and disputing the information that I was providing them (despite two of the representatives acknowledging that I was in fact correct, that my phone should have been provisioned correctly from the start; that, failing that, it should have accessed the data stored in the ****** plan" (as noted on the Tracfone website); and that it was not, in fact, any manner of error on my side, either user or phone). This is an unacceptable quality of customer service and their response glosses over the many, many hours, over many days, I wasted on the phone trying to resolve the issue. It offers neither an empty apology nor information about how they will prevent this issue from occurring again, nor any compensation of any sort for my time lost to resolving what, in the end, was relatively simple to solve.

Sincerely,

*****************************
Initial Complaint
Date:06/23/2023
Type:Order 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.
After a recurring payment was charged to my credit card on June 20, 2023, I followed up with Tracfone to terminate the autopayment. I thought I had completed this process online in April but was charged again. After more than 6 calls to customer service on June 22, 2023, I was asked to verify the account by email multiple times on each call. This was not sufficient apparently. On several calls, the phone disconnected from the line. Then on other calls there was a "technical error," and they could not assist. It seems like a scam! I was told to contact my financial institution who cannot assist with the matter without me changing all my other accounts. I simply want Tracfone to stop charging my credit card for a service we aren't using! Please provide a resolution as I am being charged for a service we aren't using, and the company is unwilling to resolve it, while continuing to take my money.
Business Response
Date: 07/03/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/23/2023, regarding BBB case # ******** complaint.
Your complaint states that upon attempting to cancel your automatic payment enrollment via website you contacted customer support on June, 2023 to ensure your enrollment was cancelled; but due to a system malfunction which make the authentication process not possible we did not cancel your enrollment.
In reviewing your account, our records indicate is active and it was enrolled in the $25 plan which includes 500 minutes, **** text messages and 500 MB of data for 60 days for smartphones. Per transaction history we can confirm that the account was de-enrolled from automatic payment on 06/29/23 and we have updated our system to ensure no further payments will be processed for phone number ending in 1172.
We contacted you on 06/30/2023 to inform you about the account enrollment status and as per requested we sent you a confirmation e-mail about the enrollment cancellation. We were informed that no further assistance is needed.
We appreciate your feedback regarding the customer service experience and we will consider it to support future improvements.
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. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing TracFone Wireless.
Customer Answer
Date: 07/03/2023

Better Business Bureau:

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

Sincerely,

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

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