Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

• 

  Tracfone

  PO Box 220009 Portland, OR 97269-0009

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:06/17/2023

  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 had a simple act that needed completion, instead TracFone personnel turned it into a unprofessional experience. All I wanted was for their representatives to close out my online account. All representatives refused.The first male representative became belligerent after he asked for phone serial number and IMEI number and hung the phone up on me for no reason.The second representative a female, also hung on me.This occured on the occasion of Friday June 16, 2023. The male representative hung up on me at 4:57 PM. The lady hung up on me at 5:00 PM. I am also reporting this awful corporation to the *** and *** for their improper practices.I want my online account closed as soon as possible without delay.I need to speak with corporate leadership.

  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 17, 2023, regarding BBB Case number ******** complaint.  
          
  Mr. ********* complaint states that he is having concern about his online account that wants to close. He is being assisted by multiple agents, but got no help and wanted to have a corporate leadership to assist with the issue. 
   
  In reviewing, ******************** account in no longer active to our system it was deactivated on 3/31/2023. He did not add service after that date and his email was not attach to the account. With this we need to speak to the customer to further assist with his concern.
   
  We made multiple attempts to contact ******************** via phone ************ and email to ********************** on 6/22/2023, 6/23/2023, 6/26/2023, 6/27/2023 and 6/30/2023, but we were unsuccessful and we are 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 1279083342.
   
  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:06/17/2023

  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.

  Order a new phone on 6-8-2023 it arrived 6-13-2023. Activated it 6-14-2023. On 6-15-2023 I called to have my minutes text data from my existing phone transferred to the new phone. The person said ok after being on hold I was told it was done to turn off and on my new phone to get the transfer if that did not work wait and hour and try again. It did not work, I went on line to my account and found my old phone had been inactivated, not by my request, and none of my service was transferred to my new phone. After an hour I restarted my new phone and the minutes were still not transferred so I called back that evening. The person asked a lot of questions I gave her all the numbers told her what the problem was. She gave me a ticket number ********* and said I would get a call back in 4 hours which would be about 7 pm.Never got the call back so the next day on the 16th I called back. Talked to many people, got put on hold many times, hung up on 4 times. No one would help me so I called Tracfone Wireless Headquarters 3 times. Everyone said they could not help me. The last person said she was a manger and that she couldnt give me my minutes back because I had not used the old phone for over 30 days, which is a total lie. I told her its my only phone, I just used it 3 days ago before you inactivated it. She kept repeating that and I told her that was not true, so she hung up on **** have a complete text of the chat I had before purchasing and was told the service could be transferred to the new phone.Original phone now inactivated, IMEI *******************, phone number ************ Munites **** Text **** Data **** ******* Period 296 days left period end 04/07/2024 New phone, IMEI *******************, phone number ************ *********** Unlimited, no ***** ******* period 27 days left period ends 07/14/2023 Sincerely,***************

  Business Response

  Date: 06/23/2023

  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.  
          
  Mr. ***** complaint states that he purchased a new phone and requested to transfer his remaining balance; however, the number was not transferred and the remaining balances were removed. He is now requesting his old number and balance activated to the new phone.
   
  In our review, ************ requested to transfer the remaining balance of his old phone with number ending in ******************************************************************* **** on 6/15/2023. However due to systemic issue encountered during the process, the transaction was unsuccessful and needed further escalation to fix. We apologize for any inconvenience this may have caused ************. We have since updated the account and verified that the balances were manually added to the new phone on 6/17/2023 with reference ticket number **********. Usage records also show that the balances were successfully applied and that the device is working and being used. With this, we need to speak with ************ to verify the resolution and provide further assistance.
   
  We spoke with ************ via phone number ************ on 6/22/2023; he confirmed that the balance were already added and that the device is properly working.
   
  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 1279106373.
   
  Thank you for choosing TracFone Wireless. 
  
  Sincerely,
  
  Executive Resolution Department 

  Customer Answer

  Date: 06/26/2023

   
  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:06/16/2023

  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.

  Hello,On May 23rd, 2023 at 6:40pm CT I purchased the $30 refill for additional airtime and extension of the service date for phone number ************. The service ending date was to extend until 26-SEp 23 (Sept 26, 2023). This was purchased via the tracfone website, I have the screenshot confirmation. This is for a basic phone, not a smartphone. The service end date on the phone showed June 2023 rather than September. I spent over the next hour on the phone with several reps who told me not to worry what the Balance shows (via ****** text) because the system shows Sept. I was told to wait 48 hours for the system to reflect the updated end date, it never updated. We spent a lot of time trying to resolve this but it still shows service ending this month. We want the service end date to show what we paid for, which is thru Sept 26, 2023. Also, due to spending over an hour trying to resolve, yet getting nothing but frustration from multiple customer service people, we feel it is fair for Tracfone to add an hour or more (60, maybe 90 minutes) to the minute balance.

  Customer Answer

  Date: 06/27/2023

  Please update the complaint. The complaint details has a typo in the number, it should be ************ rather than 202... the phone number in the consumer details section is accurate.

  
  

  Also, I called tracfone again tonight to see if service is still disconnecting in 2 days, the *************** up on me. My daughter witnessed.

  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 17, 2023, regarding BBB Case number ******** complaint.  
   
  Ms. ******** complaint states that after refilling her service on May 23, 2023, her service end date was not updated to September 26, 2023.  
   
  We spoke with ****************** on June 28, 2023 at **********. We informed her that her service end date is already up to date and she is glad that is updated. 
   
  Upon review, Ms. ******** account is well-provisioned and her service end date is already updated. Under ticket history, we found no records of any escalation created to correct her due date, which means that there was delay. To check her current service end date, she may text DUEDATE sent to ******. For Non-PPE feature phone, like Ms. ******** current device for account balance inquiry without the My Account app can now check their account balance when opening the web browser. To access:
  -Open the browser from the Main Menu
  -Select My Sites.
  -When the My Sites web browser is open, select Sign In. The customer will be prompted to enter in their MIN to continue.
  -The customers real time account balance will display. If the balance does not appear, have the customer select My Balance located at the top of the screen.
  Furthermore, future entries will not require the customer to re-enter their ********************** number. Their balance will auto-populate.
   
  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 1279085590.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department
   

• Initial Complaint

  Date:06/16/2023

  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.

  TRACFONE TOLD ME THE ACCOUNT I HAVE WOULD RECEIVE A MEDICAL EXTENSION DUE TO THE AMPUTATION OF MY LEFT MIDDLE TOE RESULTING FROM A WORK ACCIDENT!! THE EXTENSION WAS CONFIRMED BY NUMEROUS CUSTOMER SERVICE REPS AND SUPERVISORS!! INSTEAD THEY SHUT OFF MY PHONE ***********) CAUSING ME TO BE UNABLE TO MAKE VERY IMPORTANT PHONE CALLS CONCERNING MY WOUND CARE!! THEY LIED TO ME CONSTANTLY....THEY FORCED ME TO USE MONEY I SHOULD HAVE BEEN ABLE TO USE FOR FOOD AND PRESCRIPTIONS....AND THIS OUTRAGEOUS CORPORATE BEHAVIOR IS IN ADDITION TO HAVING DAILY ISSUES WITH THE PERFORMANCE OF THE TRACFONE BLU PHONE I PURCHASED AT CONSIDERABLE EXPENSE! I FEEL STRONGLY ABOUT TRACFONE ADDRESSING THESE ISSUES FAIRLY BY REFUNDING MY LAST TWO PAYMENTS WHICH THEY SAID WOULD BE POSTPONED FOR MEDICAL REASONS AND BY ALSO SENDING ME A NEW PHONE THAT UNLIKE MY CURRENT TRACFONE WORKS AS ADVERTISED BY TRACFONE AS WELL AS BY FAMILY DOLLAR WHERE I PURCHASED THE TRACFONE! THANKS IN ADVANCE FOR YOUR ASSISTANCE IN RESOLVING THESE ISSUES!!GRATEFULLY YOURS ....************************* ***********)

  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 16, 2023, regarding BBB Case number ******** complaint.  
  
  ********************** complaint states that he would receive a service extension on his account with ********************** because of medical due to the amputation of his left middle toe resulting from a work accident. The extension was confirmed by numerous customer representative, but his service was cut off and he was forced to use the money to pay for service. He requested refund for his last two payments.
  
  Upon review, Mr. ********** account received an extension of service on 04/25/2023 with reference ticket number **********. We can provide a one-time courtesy in extending service. Customer may apply for Lifeline plus ACP or ACP only for other brands based on eligibility for free monthly service. Eligibility for Lifeline/ ACP as follows: 
  
   -Based on household income.
  -If you or your child or dependent participate in certain government assistance such as SNAP, ********* WIC, or other programs.
  -If you or your child or dependent already received a Lifeline benefit.
  
  Furthermore, usage indicates that From May 30, 2023 to June 27, 2023, the phone is in used and properly working. Hence, refund is not applicable. 
  
  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 1279089348.
  
  Thank you for choosing TracFone Wireless.
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:06/15/2023

  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 bought a phone on 3.18.23 from ******* for $180. I tried to return it after 18 days, they said call Tracfone. I called Tracfone, adn said I am having trouble. I returned the phone to them on April 28th. I;e been calling every few days to ask about the phone. On June 1st, I received a cheap $40 Galaxy 12 refurbished phone. I called to say the model I received is not what I bought, and was told too bad, that's what they had in the warehouse. I would like the right phone, a Galaxy 13, or a refund.

  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 15, 2023, regarding BBB Case number ******** complaint.  
          
  ****************** complaints, stated that he is having concern about the phone he bought from ******* that he is having trouble. He stated that the phone was returned on April 28th. After calling to get a replacement phone, customer received a refurbish device and wants to get the same phone he return or get a refund. 
   
  In reviewing, the customer account is well provisioned to the system. Balance reflected to the account that the phone is properly working. In addition, if the customer wants to get the same phone that he return, we need to ship back the device and check for the device if it is available to be sent. With this we need to speak to the customer to further assist with the concern.
   
  We spoke to ******************, June 27, 2023 at **********. As per conversation he received the device we sent for replacement, but he did not agree to activate it since it was refurbish. We educated him that to our warehouse we still cannot get a brand new for the model of Galaxy 13 due to inventory is still not available. He agree to wait until we can get a brand new Galaxy a13 model. Moreover, we created a return label for him to send back the device reference ticket is ********** and he will received it after 2 business days. His request to get brand new model for ******* A13 will be process if it will be available to our warehouse and we educated him about the process we need to take and ask for the approval.
   
   
  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 1278799523.
   
  Thank you for choosing TracFone Wireless. 

• Initial Complaint

  Date:06/14/2023

  Type:Sales and Advertising 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.

  Spent five hours on the phone with straight Talk wireless and given the run around multiple times. Had issues with an order I placed that was being sent to the wrong address. Had no ability to update the address with them and failed to be able to update the shipping information with *** because they have their own policies that restrict the receiver from changing the address. I used inappropriate language when upset but was given the same answers by each individual in a so called chain of command each having the same inability to help as the person before them. I would believe that these companies are taking advantage of their employees by not giving them any authority to help their customers. There is no way to contact anyone in the corporate office and the only numbers listed are the numbers of customer service which is a building in South America. They have a office in ***** ******* with a phone number that takes you to a call center out of the country. I believe that TracFone is taking advantage of its customers and employees.

  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 15, 2023, regarding BBB Case number ******** complaint.  
          
  Mr.  ****** complaint states that he/she spent 5 hours on the phone with Straight Talk Wireless and given the run around time. He/She had issues with placing an order online but was shipped to the wrong address.
  
  We spoke with ************** twice, via phone # **********, on 06/19/23 and 06/22/23. As per conversation, on the 19th of June, he verified that he purchased the device through Smart pay with the order # *********. Upon further review, as per straight talk website, the order was made on 06/12/2023 with the tracking # 1ZY902R60223426087 and the order total of $219.49.  This order has been verified by ***************** tool with the exact IMEI of the phone. We further checked through the tracking # 1ZY902R60223426087, that the device was returned back to the sender at **********, ** *** on 06/16/2023 10:55 A.M. due to the delivery address was incomplete as the *** stated on the notes dated on 06/14/2023 8:38 A.M. 
  
  With this, we informed ************** that we are still taking care of the issue, however, he was in a hurry and mentioned to send him email regarding the process I made. This is still for pending callback and we have to send him some partial information through his email since the information we shared on him through call was not complete due to his scheduled time. Thus, we spoke him again on, 06/22/23, and at this time, we informed him that the device is now returned back to the warehouse in ************* ***. With this, as per process, the refund will be reflected on his account any time inside the 30 day time frame depends to his banking institution. He agreed the process.
  
  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 5169786, 5170240, 5170662, or Ticket Number 1278804027.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  Executive *********************

  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:06/14/2023

  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 with TracFone for some time now left for a minute but came back had the same number for the last 15 years or longer in April I noticed that I didn't receive my thousand minutes because I'm on lifeline I called them up and they told me that I was d enrolled or deep certified so I said okay what do I need to do she said reapply for the lifeline I did and with reapplying I ended up getting a new phone so they were sending the phone out well I waited 2 weeks my minutes were running out I went to my tracfone app got the plan for $20 which you get 2 GB of data unlimited talk and text for a month well never got the service call them back up the next day I got the 2 GB but no unlimited talk or text so I got ripped off the it ended up coming to 17 something because you got $5 off for 2 months if you did auto pay well finally the phone came the end of May call them up to have my phone number transferred to the new phone because they ended up giving me a new number but I needed my number they couldn't get that number transferred so I seen something about boost having something for $10 and I tried that but then I called them back up and explain to that I wanted to speak to a supervisor which this is most likely the 15th supervisor I talked to really even if it is a supervisor cuz they don't know what they're doing either but she did something and I ended up getting my thousand minutes and my 2 gigabytes and then I get an email stating that my ACP was taken off my bill so I called TracFone back up again they said no you're not on ACP you're on lifeline talk to a supervisor which I'm not sure if that was a supervisor cuz they're dumb she told me the same thing and then today I get something stating that my ACP was was approved so I called them back up and they said oh that was put on your new phone I told them that new phone was supposed to only have lifeline which that number doesn't exist anymore to me anyhow but I'm running out of characters here so I can't tell you no more thank you all along I was stating lifeline not ACP

  Business Response

  Date: 06/19/2023

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 15, 2023, regarding BBB Case number ******** complaint.  
          
  Mr. ********** complaint alleges that he left with our service and came back; but he noticed that he did not receive the **** minutes. He contacted customer service and was told to reprocess his application, so he did. For the meantime, he purchased a $20 service plan. Surprisingly, he received another phone with a new number and requested to transfer his old number and service to the new phone, but to no avail. He received an e-mail, stating that he was approved for the Affordable Connectivity Program (ACP) and the benefit will be added to the new device. He objected, because the new phone was supposed to have Lifeline only. He never requested to have his ACP benefit to be transferred to our service.
  
  We spoke with ********************** via phone ********** on 6/17/2023. As per our conversation, he received another phone from the time he re-applied to our service, but he would just like to use his old number and old device. He also mentioned that he never requested to transfer his ACP benefit to us. With this, he was informed from his other provider that he can only transfer his ACP benefit back to them is by 3rd of July. He clearly stated that we dont need to change anything to his account and we will leave it as it is.

  
  In our review, Mr. ********** Lifeline and Affordable Connectivity Program (ACP) is currently active with unlimited talk, text and data with 10 GB of hotspot. His service was cancelled before on 4/23/2019, due to duplicate address of another subscriber. He updated his address and re-applied for Lifeline on 5/1/2023 and enrolled on 5/26/2023, which includes 350 minutes, unlimited text and 4.5 GB of data. Currently, his ACP benefit was transferred to our service on 6/11/2023 and enrolled up to present, which he never requested. Thus, customer will wait for the date agreement from his other provider.

  
  A customer may transfer his ACP benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and ACP benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.
  On the other hand, ********************** contacted his previous provider already and was provided information to when he can transfer back his ACP benefit.
  
  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 1278794812.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20188293
  
  I am rejecting this response because: they really didn't do nothing she talked to me wasted more minutes of my time didn't have her story straight didn't know what she was talking about so by the time this is all done with I'm leaving TracFone anyhow and just making sure I let everybody know on ******** because it's for low income and when they took the *** they're costing me money on my internet now so now I have to come up with the extra $$40 dollars because ******* gets because ******* gets the $30 from the *** plus they give you another $$10 it's called forwarding or something
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/14/2023

  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.

  Tracfone phone no. **********- regards to neglecting refund of $16.93 extra phone payment made towards phone account Friday, 3-31-23, Security Bk card. They used my Today card to auto pay same phone-$10.13, April 2, 2023. (Auto charge caused Today card be overdrawn .) They also used Today card, May 3rd, paid $10.13, even though wanted it stopped. Contacted Tracfone about refund and stop auto use Today card on April 10th; April 14th (too busy); April 24th, 2023 with no success. On May 20, 2023, they finally agreed stop auto pay use of Today card. However, I did not get the $16.93 extra account payment resolved. I contacted them on May 23 for the refund of the $16.93 and after being contacted by the department for refund service, a lady spoke and told me that I could not receive it because they could not get any operating information from the phone so I couldn't receive the refund, I told her the phone had gone dead and I would need to get it reserviced. I had been waiting since March 31st what they owed; she said they could not give it to me. I did tell them I would be reporting their business. On June 2nd, I tried to get the phone reserviced, but the service was only provided by a robot with no human contact or help. The robot did ask me if I wanted my payment card saved, yes or no, and I said no. The phone service continued with the robot and payment plan and service. When I made the payment with my Security bk card, the robot went ahead and made it as an automatic payment any way without my permission. I did contact them about the Robot making the payment on my card to auto and also needed my $16.93 back I'd been requesting since March 31st. They said they could not stop auto payment use of my bk card since reconnected phone was now on ******** which I did not realize had happened. (The Robot did not provide info.) Too now with ******* there was no way I could get my $16.93 back. This company is practicing fraud and abuse of customer phone service.,

  Business Response

  Date: 06/26/2023

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/14/2023, regarding BBB Case number ******** complaint.  

  
  Your complaint states that your Tracfone account has been double charge due to an auto refill enrollment that you did not requested. You have contacted customer support and the auto refill was cancelled; however, the agents who assisted you refused to process a refund for the duplicated transaction.        

  
  Reviewing your account we found that it was active and well provisioned. As per records the auto refill transaction was completed through our website. We also confirmed that it was already cancelled and no future transactions will be made unless a new enrollment is processed. In addition, we found that you recently spoke with an agent that processed a refund for the last transaction charged to your card for $16.93 USD. Please note that this type of credit usually takes 3 to 5 business days to be reflected on your account.    

  
  We successfully spoke with you on 06/25/2023 via phone number ************ and you confirmed that you spoke with an agent who assisted you with your request and your issue was successfully resolved.  

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

  
  Please refer to the email reference number ******* or 1278883393. 

  
  Thank you for choosing Tracfone Wireless.   

• Initial Complaint

  Date:06/13/2023

  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 NO access to MyAcount on Tracfone.com. I tried to reset my password under my email address bmwrider2012.com, but a code was never sent from Tracfone site. Then I called up their customer service and asked them to reset my password, but they couldn't. Then I asked them to change my email address to ****************** to see if I can reset my password from there. That didn't work either; so now I have absolutely no access to MyAccout on Tracfone to do any kind of account maintenance. Please correct my account parameters so I can log back into MyAccount.

  Business Response

  Date: 06/26/2023

  Dear *************************,    
               
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/14/2023, regarding BBB Case number ******** complaint.   
  
  Your complaint states that your Tracfone account has been double charge due to an auto refill enrollment that you did not requested. You have contacted customer support and the auto refill was cancelled; however, the agents who assisted you refused to process a refund for the duplicated transaction.         
  Reviewing your account we found that it was active and well provisioned. As per records the auto refill transaction was completed through our website. We also confirmed that it was already cancelled and no future transactions will be made unless a new enrollment is processed. In addition, we found that you recently spoke with an agent that processed a refund for the last transaction charged to your card for $16.93 USD. Please note that this type of credit usually takes 3 to 5 business days to be reflected on your account.     
  
  We successfully spoke with you on 06/25/2023 via phone number ************ and you confirmed that you spoke with an agent who assisted you with your request and your issue was successfully resolved.   
  
  If you still require assistance, you can contact us at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.   
  
  Please refer to the email reference number ******* or 1278883393. 
  
  Thank you for choosing Tracfone Wireless.   

  Customer Answer

  Date: 06/27/2023

   
  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:06/13/2023

  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.

  Bought my phone and service plan from Tracfone. Everything was working fine. Decided to add extra data and minutes at 14:53 on 6/13. Immediately after doing so, my phone stopped being able to receive text messages and phone calls nor was I able to make or receive phone calls. When attempting, the phone routes me to "straight talk wireless" answering board. oddly I am able to call their customer service. The first call, the rep had me put myself on speaker and asked what my last 4 of the phones serial number was and had me reset the network settings. She then said to turn the phone off and on and she would call me back. This did nothing and obviously she wasn't able to call me back. I called again and the same trouble shooting method occurred which always ended with me turning off my phone. After hearing this same method 4 consecutive times and not being able to get help, I asked for an escalation. The rep said they had no supervisor and that the only way they could help was if I called from another phone. This is my primary phone and it's clearly something on their end with the *** that they are not fixing. As of 22:49 on 6/23 I have been without the ability to call anyone. They seem to address this service as a backup plan and not a primary phone which is not how it was pitched to me when I bought in.

  Customer Answer

  Date: 06/22/2023

  Thanks- they keep sending me the same templated email once a day with the same response stating the "line was dropped" which is entirely false. However,  they finally fixed the issue- can you close it out or **** it as resolved so they stop emailing this? I've already tried to thank them and ask them to stop sending the email. It's a strange and impersonal company to deal with.