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

3,483 total complaints in the last 3 years.
809 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/20/2023
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 2 2023 I bought a ******* Galaxy A53 cell phone online from Tracfone Wireless of ***** Florid- a. For the first few days the phone worked (although I don't have a record of how many calls I made, or to where). Then I started getting a message blocking my calls - message said I was not on the network and to please call customer service. For a time I did this - must have logged in at least 15 calls and some chats. No one was able to fix the phone and said I ' didn't have enough bars". I have had at least 5 different cell phones operating here in my home, and at least 4 years have been as a customer of ********************** - no problems. Their techs seem to have a very minimal training in phone repair. I have been told by a tech on more than one occasion that they would call me back in a specified amount of time `In about half these cases they did call back but couldn't help. This morning I told the chat person I wanted info on how to return the phone, and he never returned the call. My account is up in about 4 days, and I am afraid that they will end my account with some bogus reason, or my warranty with them will expire. *******, who made the phone, has already told me it needs to be sent to them for repair, but since I bought it from Tracfone they have to replace it. The local ******* store (******* now owns tracfone) said there was something wrong with it but they were not allowed to do repairs.
Business Response
Date: 06/30/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 20, 2023 regarding BBB case # ******** complaint.

Your complaint states that you bought a ******* phone online from Tracfone and it was working well, after some days you started to receive text messages blocking your calls and saying that you were not on the network. Consequently, you called customer service several times trying to solve the blocking issue, but you could not receive the required assistance about your matter. Also you asked how to return the device so that it can be repaired and you mentioned that either receives the required information.

In reviewing of your Tracfone Wireless account we determined that it is active. Also, investigating the device balance, we were able to find that your phone started working. On the other hand, you are claiming for a year of service because of the issue; therefore, we needed to contact you in order to notify you about the information found.

We attempted to contact you to the telephone number you provided in the complaint form on 06/22/23, 06/23/23, 06/26/23, 06/27/23 and 06/30/23, we could not reach you. We apologize for this inconvenience.

If you require further assistance, he can contact *****************************. We are open Monday to Sunday, from 9:00 AM to 7:00 PM EST and an agent will be able to assist.

Please refer to email reference number ******* or Ticket Number 1279090255.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 07/01/2023

Complaint: 20209642

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:06/19/2023
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.
sells a air time which cannot be activated. June 19 2023 Wallmart could not activate nor could I , spent more than 3 hours collectively.System broken as they do not have an alternative way to validate my info had service last year but because they did not complete my process when I enrolled for service this year I cannot activate as they cannot offer an alternative method of retrieving my info poor service as the wallmart employee could not help others with their phone going either.sells cards with not enough info stating only will work with flip or smart phones.
Customer Answer
Date: 06/30/2023
I was unable to contact you but I want to inform you that my complaint has been settled I believe

Please contact them and close my complaint
Initial Complaint
Date:06/19/2023
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 a Tracfone customer for over 5 years. They will not unlock my phone without payment of $6. Their own policy states the following: For all Apple devices activated with TracFone prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active TracFone service. I have called multiple times and chatted with them, and they will not honor their unlocking policy. They admit I was a customer on that date in question and that I have had the service for many years. I would like my phone unlocked as per the written contract with Tracfone
Business Response
Date: 06/30/2023
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 19, 2023, regarding BBB case # ******** complaint.
Your complaint states that you have been a Tracfone customer for over 5 years, and you were advised to pay $6 to get your phone unlocked. Tracfone policy states, for all Apple devices activated with TracFone prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active TracFone service, and you have called multiple times customer service and we do not honor our unlocking policy.
Tracfone Wireless will automatically unlock the device when it becomes eligible for unlocking. For all Apple devices activated with Tracfone prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active Tracfone Service. For Apple devices activated with new Tracfone Service on the Tracfone network on or after November 23, 2021, the device will be automatically unlocked sixty (60) days after activation in the absence of an indication of fraud.
We checked your account by using the **** number ending on ****, which you provided via email, and we found the phone was activated in our system on 01/19/2021, and deactivated on 11/13/2022; however, according to the system, your device does not meet the requirements to unlock it for free today; you can still unlock the device, for a fee of $6 plus taxes where applicable.
We have attempted to reach you multiple times via phone ********** and via email ******************* on 06/22/2023, 06/23/2023, 06/25/2023, 06/26/2023 and 06/29/2023, 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 1279084355. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:06/19/2023
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.
On or about 3/10/2023 my daughter who is disabled and lives in another section of the country from me, informed me that she lost or had stolen her cell phone which I purchased from Tracfone.I am also paying for the phone card via auto pay. I contacted Tracfone after she told me she could not remember the email or password to her account and they were unwilling to help her, I was also rebuffed and offered no assistance in stopping the autopay being drawn on credit card for this recurring payment. Inspite of my request to terminate the auto billing of this charge it still continues to be billed to my credit card even though this phone is no longer in my daughter possession. I find their lack of assistance in this matter unacceptable when dealing with someone disabled. I have repeatedly disputed the charges and to date even my attempts to stop the charge through my bank has also failed and I may have to cancel the card altogether which is something I find unacceptable as a resolution.Thank you, ***************************************
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 19, 2023, regarding BBB case # ******** complaint.
Your complaint states that your daughter is no longer in position of her phone and you are still being charged for the automatic payment.
We checked your account and we found that the account was not set up in the automatic payment anymore and that there were chargeback requests for the last payments made.

Tracfones Terms and Conditions, states that Auto-Refill plans allow our customers to enroll in Auto-Refill, customers need to register their credit or debit cards online with Tracfone and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Please note that Auto-Refill is determined by the last Service Plan the customer purchased and added to their phone.
An in-depth review of your account confirms that your account was de-enrolled from automatic payments at your request. We have updated our system to ensure no further payments will be processed for phone number ending in ****. Please note that the account was deactivated after passing the expiration date of its service.
We have contacted you on 06/25/2023 to the phone number ************; and let you know that your account is no longer in automatic payment. We let you know that 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 and we tried to do that with you to process the refund for the payment, but it was not possible.

We spoke with you again on 06/26/2023 to let you know how we could authenticate the account with your card information; however, we determined that your account could not be authenticated.

As spoke, a chargeback request was made; however, the money had not been reimbursed. We directed you to contact your financial institution to get further assistance on that request and get the money refunded.

We attempted to reach you again on 06/27/2023 and 07/02/2023 to provide you further assistance, but we got no response.

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 1279096297. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 07/10/2023

Complaint: 20205116

I am rejecting this response because:

I have had numerous conversations with Tracfone in June 2023 in an attempt to resolve this matter. first I had to verify the credit card being charged during March, April and May ****************************************** the end I was able to verify to their satisfaction, this should have been the first thing they should have done in March 2023 when after my daughter got no satisfactory response to getting help regarding her lost and/or stolen phone I then made them aware of this fact when I called to try to stop the auto billing from continuing. This was a serious issue I was attempting to resolve and the **************** Representative did not attempt to assist me in resolving. The fact that this auto billing continued for three months is a travesty. The last hurdle was the pin number, I informed their representatives several times that my daughter is disabled and is unable to remember the number or her email password. While this only makes the situation more difficult it in no means is that big of a problem that could not been resolved much sooner by working with me as the individual whose credit card was on the auto billing for this account.

I have attached correspondence my bank forwarded me which they received from Tracfone in which they state they will refund me the payment for March 2023. This refund shows an agreement that my situation was real and needed to be resolved. The fact that they are still disputing May and June 2023 baffles me.
This situation should not have been allowed to continue by them and would have saved us all a lot of time and energy and prevented a fraud from happening. .

Sincerely,

***************************************
Business Response
Date: 07/20/2023

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

We do apologize for the inconvenience. We have attempted to contact you via phone but unsuccessful in reaching you.

Based on the information provided to better assist you in having this matter resolved we will need to speak. What will be a good contact phone number where you can be reached?

An email has been sent to you may also contact me directly via email to *************************.

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

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 07/21/2023

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. My Bank has notified me that all monies I requested Tracfone has agreed to be refunded to my account.

Sincerely,

***************************************
Initial Complaint
Date:06/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have a cellular phone plane with the above mentioned company and im being charged extra additional amounts every month. following is some of the charges May, 22 Total wireless service 133.40.May,11 tracfone ******.May,8 tracfone *****.April,8 tracfone 27.35.April,26 tracfone ******. April,25 tracfone 133.40.April,11 tracfone ******. April,7 tracfone ***** this is an example what i was charged the last few months, when should only be charged ******.i tried calling them several times but they claim i should go to my cc company to dispute the charges where in the past if this happened they did give me credit. this is a reoccurring problem over the past few years
Business Response
Date: 06/27/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 19, 2023, regarding BBB Case number ******** complaint.

**************** complaint states that **************** is requesting for a refund.

We spoke with **************** today, June 26, 2023 2:16 PM EST at ************; we were able to verify the multiple charges made on the customers account. Thus, refund was granted.

In review, we are able to locate an active account under Total ********** using the phone number provided. **************** has a current subscription of $100, 100GB *******, *** Tlk/Txt, 4 Lines, 30-Day with three other lines under his account with the phone numbers *********************1, and **********. Per records, there are multiple charges made on the month of April, May, and June on Mr. ******* credit card number ending in ****. Moreover, the channel for the charges is via Auto refill even though all the accounts are not enrolled in the Auto refill.

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

Please refer to email reference number ******* or Ticket Number 1279157916.

Thank you for choosing Total **********.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/18/2023
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 name is, ****************************. I ordered an ** Cell phone from ************** but it died on me suddenly. I have since sent the phone back to ************** but they have refused to either send me a replacement or a refund. The cost of the phone was, $127.61.
Business Response
Date: 06/30/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 18, 2023, regarding BBB case # ******** complaint.
Your complaint states that you ordered an ** Cell phone from ************** and it stopped working suddenly. You sent the phone back to ************** and we have refused to either send you a replacement or issue a refund. The cost of the phone was $127.61.
We were unable to find in our system, the order number or an account under your name, address or email address. In order to start a refund or replacement device process, we need to talk with you to get the order number and the **** number of returned device.

We have attempted to reach you multiple times via phone ********** and via email ********************** on 06/22/2023, 06/23/2023, 06/25/2023, 06/26/2023 and 06/29/2023, 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 1279106283. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Simple Mobile.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/18/2023

Complaint: 20203058

Im hereby writing to inform you that TracFone Wireless, *** has refused to either refund or send me a replacement for the phone l have shipped back to them. They are an ga asking me for information about a phone they already have in their possession.

Sincerely,

*************************
Business Response
Date: 07/20/2023
Dear *************************,

This is in response to the July 18, 2023 , rebuttal to Better Business Bureau complaint # ********.

Thank you for the additional feedback about the phone that you returned. A check of the phone status reveals that the phone purchase is not under refund warranty, it would have had to be returned within 30 days of purchase. Nor is the phone under replacement warranty.

But, as a courtesy a replacement phone ticket 1279513874 was previously created. Due to phone availability, we do not have the phone is stock.

Please advise us if you would like to have another phone model substation to expedite shipment. The phone will have comparable features. We do not guarantee a comparable price, manufactures price may not reflect current market prices for replacements. If not we will have to wait for the model to be available. No refund will be processed, since the phone is not eligible.

If further assistance is needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:06/18/2023
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 pay for a service and the business will not give me information on detailed billing and detailed usage. All they say is Ive used so much data. The customer service stated its a security issue. There is no security issue on "MY" account and phone lines. Phones I own and a monthly service I pay.
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 06/18/23, regarding BBB Case number ******** complaint.

Your complaint states that pay for a service but the business will not give you information about detailed billing and detailed usage.

Total ********** customer account authentication policy operates under strict security standards to protect the integrity of its customers information. Any changes to an account must be authenticated.

We attempted to contact you via phone number at ************ and email was sent to ************************** on 06/22/23, 06/24/23, 06/26/23, 06/27/23 and 07/02/23 however, we were unable to speak with you and you have not responded to our emails.

It is required to validate your account in order to provide you with the usage information; however, since we are a prepaid company, we dont provide billing information. In the case that you desire to have that information, we suggest you contact your financial institution for further assistance.

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 1279093088.

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

Thank you for choosing Total **********.
Customer Answer
Date: 07/12/2023

Complaint: 20202668

I am rejecting this response because:
My financial institution has nothing to do with bill details. I am looking for the amount of data each one of my phone line uses monthly.

Sincerely,

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

This is in response regarding your Better Business Bureau complaint.

In order to receive a copy of your data and billing details please fill out the uploaded document provided on this complaint and follow the instructions.

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
1279093088
Initial Complaint
Date:06/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a updated byod sim. Followed the included directions to activate and swap the new sim for the old. My account showed I had ****gb of mobile data before I started. After the swap was successfully completed my account showed zero mobile data remaining. I contacted customer service (CSR January) informed them of my issue where I was told their system said it was gone so it's just gone. They refuse to compensate me for my loss of data I paid for.
Business Response
Date: 06/22/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 18, 2023, regarding BBB Case number ******** complaint.

**************** complaint states that his **** GB of data was erase after transferring his service to a new SIM card.

We reviewed Mr. ******* account and our records show that he transfer his service on 6/17/2023 with reference ticket number ********** and it shows on the details that there was a total of ********** Bytes of data unit to be transfer. However, when we checked the minutes balance on his new account it shows 0 MB.

We spoke with **************** on 06/22/2023 at ************ and we were able to validate the account and the he was also able to provide all the information that we need to proceed with the replacement of data that was erase that happened in the transition of transferring his service to the new SIM card with a reference ticket number ********** and a total of **** MB was replace.

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 1279083509.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/23/2023

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:06/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i HAVE BEEN WAITING FOR A REPLACEMENT PHONE SINCE MAY 1, 2023, I HAVE RETURNED MY CELL LIKE THEY ASKED 5/5/23.. I HAVE WRITTEN CORPORATE,E-MAILED RESOLUTION OFFICE,CHATTED, USED PHONE SUPPORT AND AS OF TODAT 6/17/23, THEY SAIDIT WOULD SHIP MONDAY. ALL I WANT IS PHONE AND ************* THAT I LOST. I WOULD HAVE BOUGHT ONE BUT THEY OFFERED REPLACEMENT BECAUSE MINE COULDN'T BE FIXED. BEEN WITH THEM 20 PLUS YEARS AND HAVE NEVER HAD PROBLEM LIKE THIS. THEY FIT MY BUDGET AS I AM ONLIMITED INCOME.
Customer Answer
Date: 06/28/2023
#******** COMPLAINT # DEAR BBB-THANK YOU SO MUCH FOR YOUR MUCH NEEDED HELP!! I FILED ON 6/17/23 AND AS OF TODAY, 6/27/23, TRACFONE HAS FULFILLED WHAT WAS TOLD TO ME ON 5/1/23. I THANK YOU AND YOUR TEAM!! *****
Sent from ******************* (****************)
Initial Complaint
Date:06/17/2023
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.
6/16/2023.I paid $50.00 for my cell phone service. The due date is still showing 6/21/2023 when the due date should be 9/21/2023.I have tried to resolve this issue with this company however I got the run around. Also while trying to resolve this issue, they kept hanging up the phone on **** would like my money back. Thank you.
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 17, 2023, regarding BBB Case number ******** complaint.

************** complaint, states that he is having about the service plan of $50 that she paid and the due date was not change and the service plan did not apply to the account and also would like to get a refund.

Upon review, ************** account he added a service plan of $50 on 6/16/2023 and while the account is still active the newly purchased service plan was added on the reserve. The service was no longer active on 6/22/2023 and the plan that was on reserve did not automatically added. With this we need to speak to ************** to further assist with the issue.

We attempted to reach ************** multiple via email to ******************* on 6/22/2023, 6/23/2023, 6/26/2023, and 6/27/2023; however he failed to response to our email we made a contact at ************ on 6/30/2023 since device is now activated, but we failed to reach him and we were still waiting to hear from him.

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

Please refer to ticket number 1279088028.

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


Sincerely,

Executive Resolution Department

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