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

3,482 total complaints in the last 3 years.
808 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:06/13/2023
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 decided to go with *********** because Tracfone has been difficult to work with. I tried to get my phone number transfered several times. I got a port pin and the only other thing they said they needed was a billing address zip. Every time he entered it,he got the same response, that it was not recognized. I checked my account and it was the exact number I had given Mint. This is exactly the kind of experience I am leaving them because of. I need them to port my number over to Mint.
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 June 14, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that she is having concern about her number to be ported out to ************ She stated that she got already the port pin and got the correct number, but was still being refused.

In reviewing, the account is well provisioned to our system and we found an out auto port out transaction made on 6/20/2023 with ticket number **********. With this we need to speak to the customer to check if it was successful to her end.

We contacted ****************** multiple times via phone number ************ and email to ****************** on 6/16/2023, 6/19/2023, 6/20/2023 and 6/21/2023. But we were unsuccessful we failed to reach her. ****************** reply to our email on 6/21/2023 and confirm that she was able to successfully ported out her number to other service provider

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

Please refer to ticket number 1278796480.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:06/13/2023
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 would like Tracfone to replace my ***** sms, 7000minutes and 7.1gb data for phone number ************
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 06/09/2023, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting **** minutes, text messages and MB he used to have on an old phone.
We have reviewed your account and we found the phone number ending **** has been disconnected for more than 7 months and is currently active with the number ****. We did no find records of those missing units on your account. Therefore it was required to speak with you to obtain more information of your concern.

We attempted to contact you multiple times at ************ and email was sent to ********************** on 06/16/2023, 06/18/2023, 06/19/2023, 06/20/2023 and 05/25/2023; however, we were unable to speak with him and he has not responded to our emails

If you need more assistance, contact our ************* at ************** and enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est. and an agent will be able to assist.
Please refer to the email reference number ******* or **********.

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:06/13/2023
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 purchased an ******* TCL Flip 2 phone from tracfone which came with **** minutes included that could be used for up to a year. I activated on 09/28/2023. After the **** minutes used up, I added 30 days of service at a time on the following dates:11/30/2022 12/31/2022 02/06/2022 03/20/2022 05/02/2022 06/01/2022 On May 2, when I "refilled" for a 30 day plan, I enrolled in auto-pay. On May 24, the service stopped working. I spent hours and hours on the phone and chat with Tracfone customer service representatives, but none were able to figure out the problem. Each told me to repeat the process that the prior reps told me to do - shut the phone, remove the sim, replace the sim, turn on the phone after 30 minutes, but it did not help.After much time and frustration, after 5 days without service, the phone finally started working.Within 1/2 hour, it stopped working again!I called back to customer service and they were able to correct it. On June 1, 2023, approximately 3:30pm, I spoke with ****** *** ID *******. She said she is a corporate office manager. I explained what happened and requested that my service should not end on June 1 (30 days), but should be extended for an additional 5 days because I paid for 30 days and lost 5. She said the service would be extended through June 6 2023. However, on June 1, my credit card was automatically charged for a 30 day service plan.I spoke with customer service, and they explained that it was because I was on auto-refill.So I cancelled auto-refill, and would like the service to be extended by 5 days without an interruption of service after the current 30 day period ends.However, I called customer service to make sure that will happen, but I was told that I could only get the 5 days after my service period ends on March 31, ****. I don't know what they are talking about and need this matter resolved ASAP before my current 30 day service plan ends (last day is June 30 2023).
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 26, 2023 regarding BBB Case number ******** complaint.

************ complaint states that she purchased a Tracfone which came with **** minutes for a 1 year plan. After the plan was used up, he added 30 days of service for several months, then on May 2 he decided to enroll in auto pay. However, on May 24, his service stopped working, he spent hours on call and chat but no were able to figure out the problem. After 5 days, the phone finally started working, but after hours, it stopped working again and then it finally worked again. In addition, since he was enrolled in auto pay, he was charged last June 1, but he wanted to extend for 5 days because of service interruptions. So he decided to cancel his auto pay, and he is asking for 5 days extension on which he have no service.

Upon review, we are able to locate an account using the email provided, and is showing phone number is active and well provisioned. Furthermore, there are several calls pertaining to this issue.
We spoke with ******** today, 6/27/2023, 1:45 PM EST at phone number **********, and she stated that she wanted her next refill will gonna be on July 6, 2023 and not next year. She added that she was charged on June 1, 2023 for 15 Unlimited Talk & Text 30-Day, and has no service for 5 days, so she is asking for the days that she do not have service, and she assumed that her service will be until July 6th. We fix the issue by changing the service end date from May **** to June 1, 2023, then added the 5 days extension to make her next refill into July 6, 2023. She was thankful and was satisfied with the resolution.
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 KANA reference number ******* or Ticket Number 1278251879.

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:06/12/2023
Type:Sales and Advertising 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.
Fraud sharing of apn serial numbers attaching to customers accounts who are not ******** tracphone has customers who latch on to other customers phones stealing there accounts sharing phones **** it's difficult to tell who account it is because all company's are linked using same network from there the theive takes overs accounts phones and will stalk harass other customers with info theft I never had an email log in with this company nor account the con is rebranding my phones in fraud
Customer Answer
Date: 06/14/2023
Please add to the complaint that a con accessed my accounts without my permission and is impersonating my identity at TracFone and rebranding phone's I really don't want to click on links I'm just complaining that I never opened an account with said company and complaint is in USA I'm unsure where the service plan was purchased
Business Response
Date: 06/26/2023

Dear Ms. *************************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/09/2023, regarding BBB Case number ******** complaint.
Your complaint states that you do not have service with Tracfone Wireless but your phone has been locked from us and your account information has been stolen.

We have reviewed in our system and we found that you currently have a Total by ******* account. Please note that Total Wireless was a Tracfone Wireless, Inc. brand that after ******* acquisition in 2021 was rebranded as Total by *******. Tracfone Wireless and Total by ******* are registered trademarks of ******* Trademark Services.

On the other hand, we collect information from you when you interact with us and use our products and services, including information about how you use these products and services and our websites, when you make a purchase, or when you establish or modify an online account. We also collect information when you interact with our customer service representatives or use our websites or apps to place an order or ask questions about your account or service; seek technical support; contact us on social media; enter a Tracfone-sponsored or affiliate contest; participate in surveys, sweepstakes or promotions; refer a friend or respond to a referral; or participate in our rewards program. When you communicate with us, we may monitor or record the interaction to help us better serve you; to personalize your experiences; to train or otherwise support employees, resources or systems; and for fraud detection and security purposes. We may use artificial intelligence guided by humans, such as chat bots, to respond to your inquiry. When you interact with us through third-party services like ******** Messenger or ******* Direct Message, your communications are also governed by these companies privacy policies.

Moreover, we use administrative, organizational, technical, and physical safeguards to protect the personal information we collect and process. Our security controls are designed to maintain data confidentiality, maintain data integrity, and give us an appropriate level of access to your data.

For more details about our terms and conditions and privacy policy, please visit our website www.totalbyverizon.com.
We have attempted to contact you multiple times via phone at ************ and an email was sent to ************************* on 06/16/2023, 06/18/2023, 06/19/2023, 06/20/2023 and 06/25/2023; however, we could not speak with you and toy did not respond to our emails.

If you need more assistance, contact our ************* at ************** and enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est. and an agent will be able to assist.
Please refer to the email reference number ******* or **********.

Thank you for choosing Total by ********
Customer Answer
Date: 02/26/2024
Needs closed I want my IMEI removed from this company there is a scammer stealing data he is a apple user he is scamming others using accounts that don't match the phones the customer whom stole my account and email is a violent con and theive using my phone and stalking in the device this is not a good company also straight talk and TracFone same complaint they share companies making the scammer more access to port info to wrong service provider stealing codes and info on victims
Customer Answer
Date: 02/27/2024
My complaint is that the company is allow the user to steal and use my account on an unthorized device for fraud to steal and stalk and harrass it's total by verzion straight talk and tracfhone where he can swap if he needs to using my number and IMEI to break in accounts
Business Response
Date: 03/05/2024
Dear Ms. *************************************************** have received and reviewed your complaint. We would like to apologize for the inconvenience you have experienced with our services. We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
What is a good contact phone number where you can be reached? An email has been sent to you and you may also reach me directly via email at **************************
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: 03/07/2024
I want to add that I called various times to correct theive in my phone each company failed to fix issue there is a user impersonating my identity and stealing services using a fraudulent card and account and is using my number as his own he is now downloading software that he activated online with my **** he locked me from my own phone and is doing forgery account closure ordering bank cards and misusing my info I have proof of the software he tried to say my phone was his he is using that device then trying to copy my identity and phone my phone has never been a Blu phone the phone is not even working how can he use my current phone with his I just asked company if they could block the **** so he can't access my phone for theft and crimes he is doing (bankfraud) copyright infringement and tax fraud and theft he is matching up phones that are not correct brand

The most recent crime is he stole my pin card to total by ******* then swapped device under a fraudulent cards shown I did not buy that plan he convetted payment to stay in the phone suspect is stalking me also the file shows a download to my phone in which he is using service he is using my account and trading my account for his suspect is a con and company contuined to let him defrayd me after telling them he stole my account online by changing my account and logging in the cards are accouns he has opened with the fraudulent phone services he also stole my chase account *********
Customer Answer
Date: 03/07/2024

Complaint: 20177887

---see attachments---

I want to add that I called various times to correct theive in my phone each company failed to fix issue there is a user impersonating my identity and stealing services using a fraudulent card and account and is using my number as his own he is now downloading software that he activated online with my **** he locked me from my own phone and is doing forgery account closure ordering bank cards and misusing my info I have proof of the software he tried to say my phone was his he is using that device then trying to copy my identity and phone my phone has never been a Blu phone the phone is not even working how can he use my current phone with his I just asked company if they could block the **** so he can't access my phone for theft and crimes he is doing (bankfraud) copyright infringement and tax fraud and theft he is matching up phones that are not correct brand

The most recent crime is he stole my pin card to total by ******* then swapped device under a fraudulent cards shown I did not buy that plan he convetted payment to stay in the phone suspect is stalking me also the file shows a download to my phone in which he is using service he is using my account and trading my account for his suspect is a con and company contuined to let him defrayd me after telling them he stole my account online by changing my account and logging in the cards are accouns he has opened with the fraudulent phone services he also stole my chase account *********

Sincerely,

*******************************
Customer Answer
Date: 03/07/2024
I added message online and attachments of the fraud he downloaded
software in my phone that is invalid software to stay in my phone his
service is not active he is using my IMEI and phone services by
downloading fake software that does not match brand can you
have them permeant block the stolen phone IMEI he is using it with
current phone in the tcl which is correct device the person is a theive
and it has contuined for years the person stealing services then using
me as a victim he has opened bank accounts and
stole payments and forced tax returns with my name shown are fake
account by suspect and fraudulent download to access my account I
uploaded the fraud and fraudulent mobile tax return he filed in my name
from a stolen ****** account from same phone services
Business Response
Date: 03/08/2024
Dear Ms. ********************************************** We have received and reviewed your complaint. We would like to apologize for the inconvenience you have experienced with our services.
**** attempts have been made to find the phone number ending in 1510 but unsuccessful in reaching you.

To have this matter resolved we will need to speak to you via phone due to security purpose to authenticate your account.

We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.

What is a good contact phone number where you can be reached?

Many emails have been sent to you and you may also reach me directly via email at *************************.

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: 03/14/2024

Complaint: 20177887

I am rejecting this response because:

Sincerely,

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

Because i contacted this company various times whom is straight talk total by verzion and tracphone im asking removal of my emails from all three companies and close compromised account there is a con whom is using my imei and lives in ******* he stole myvidenity in various accounts calls text and forgrey no i dont accept talking to them it does not get resolved im asking of online account removal and to reset my phone account there is a theive whom breaks and enters and steals he is a man i have uploaded fake accounts he put on my account he iscstealing invading and interferring with my service the accounts he is using where him getting access to my phone he is using email ******************** with there sisterbrand again please close all online accounrs those emails he is using dont belong to him and is unauthorized
Customer Answer
Date: 03/15/2024
i would like to add that not only is the user connecting to my phone but wifi as well streaming my phone into mobile services and using my imei ,not only is the con connected to my phone but using my phone and wifi to join on both networks to compromise and join services by apn,i have asked for my email to be removed off all three networks the combine because he keeps using my email on straight talk and account is invaild he is using my services total by verzion with my paid pin hevalso attached a kroger card 5048 and a mastercard for fraudlent use card 2323,3232 he stole various emails and data i contacted corprate on the mattervand calling does not resolve issue with company my idenity is being accsed by unauthirized persons i did contact fcc as proof of claim con is stealing calls data text and opeing up new card accounts and stealing in email *********************** and ******************** at total by verzion where my number is used twice i canceled services with that company and they contuine to provide access to the con i dont want an online account because the con goes in and swaps them for his fraudlent account no i cant authenthicate also i shown proof of downloaded ******** he installed and iscusing at straight talk to contuine theft my phone is not a blu 140dl nor is it what total by verzion has in this complaint its all three companies
Initial Complaint
Date:06/12/2023
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 TracFone has **** minutes that I should be able to use. I have been told that they would resolve the issue. I did not hear back from them. The phone seems to be disconnected and I am unable to use the minutes. They told me to buy a new card to use my minutes. I paid $23.
Business Response
Date: 06/21/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 12, 2023 regarding BBB Case number ******** complaint.

****************** complaint states that she had **** minutes from her Lifeline however, she was unable to use it; her service was not working. She was advised to purchase a plan but it still did not work after she added the card.

Upon review, ****************** account is active and provisioned. She has been enrolled with Lifeline and ACP since 02/27/2023 and receives Unlimited Call and Text with 25 GB data. There is no usage seen detected under call and text history. However, our record shows that her monthly benefits were successfully delivered. Thus, we need to speak with the customer to troubleshoot her phone since account shows that it is provisioned.

We spoke with **************** on 06/21/2023 at ********** so we can perform troubleshooting and converse about her paid service however, she does not have the phone with her and could not tell when she could get it since it is in her apartment. Customer is relaxing and does not have time for lengthy talk. She will call us once the phone is with her. We will wait once she is available at her most convenient time.

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 Ticket Number 1278784439.

Thank you for choosing Safelink Wireless.

Sincerely,
Executive Resolution Department
Initial Complaint
Date:06/12/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned defective Tracfone to *******, TN warehouse on Apr 26, was rec'd there on May 1, track #=1Z6980XX9025507180.was told I would receive replacement after defective phone was sent back within a week. Every time I have spoken to over a dozen Tracfone reps they just apologize , say previous rep had not entered my info in the system, would call or email me back after "looking" into the issue...never did. I just want my replacement phone!
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 12, 2023, regarding BBB Case number ******** complaint.
****************** complaint states that he returned the defective phone to Tracfone last April 26, 2023 and it was received last May 01, 2023 in our warehouse at *******, TN with reference tracking number 1Z6980XX9025507180. He was told that the phone replacement will be sent after the old phone was sent back to the warehouse however he did not received a phone. He spoke a dozen of Tracfone representative and they just apologized and was told that the previous representative did not enter his information in the system. In addition he was inform that he will received a call back once the issue was reviewed.
Upon further review of ****************** account using the number provided it is active in our system however we are unable to locate the original ticket number associated on the phone replacement. We verify the tracking number 1Z6980XX9025507180 and records show that it was already received in our warehouse but there is no IMEI / serial number recorded. While we reviewed our warehouse database so that we can sent the phone replacement unfortunately we could not found any records of the defective phone.

****************** was contacted numerous times via phone number ************ and email ******************** on 06/13/2023, 06/15/2023, however we received an email response on 06/15/2023 that we can call him however we failed to get hold of him once again. We made another attempt calling his phone number ************ on 06/16/2023, 06/19/2023 however we received an email response from **************** on 06/19/2023 that his actual phone number is ************, not the area code 324 reason why we cannot reach him. Therefore, we attempted to call him at his right phone number *********** on 06/22/2023 however our call was routed to a voicemail. Thus, we were be able to leave a voicemail. Hence, to address the matter we need to speak with him for further assistance.

If **************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Ticket Number 1278617328.

Thank you for choosing TracFone Wireless, Inc.

Sincerely,
Executive *********************
Initial Complaint
Date:06/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
phone was bad called tracfone in march was told to send phone back took a month to get the envelope to do that sent it back on 4/10/23 they got it on 4/13/23 did not have my style in stock which took me three weeks to find out they would not tell me this did find out gave them the okay to send me a different model still have not got my phone got an email on 6/4/23 that said sorry for the wait on my new phone would have a tracking number in 24 to *********************************************************************************************************************************************************************************** it is being processed two months is a long time to be without my phone and calling a couple times a week i have better things to do with my time customer service really is bad left hand does not know what the right hand is doing have almost **** minutes on my phone which i spent money on and cannot use have four different ticket numbers and a complaint number can someone please help me against this terrible company should have went and got a new carrier and new phone from them
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 12, 2023 regarding BBB Case number ******** complaint.

**************** complaint states that he called TracFone on March because his phone was bad and told to send the phone back. It took a month to get the envelope to send his phone back on 4/10/23 and they got it on 4/13/23. However, the device do not have it in stock, which took him 3 weeks to find out. He was informed that he will gave him a different model, but he still did not get the phone. He received an email on 6/4/23 saying that a new phone would have a tracking number in 24 to 48 hours and phone will be send within three to five business days, but there is no phone or tracking number. He kept on calling and cannot understand the accent. They kept on telling him that it has been processed for two months, but he did not get his phone. He kept on calling multiple times in a week with customer service and almost lost his **** minutes on her phone, which he spent, but cannot be use. He had four different ticket numbers and a complaint number.

Upon receiving that Mr. ****** account our records indicate that the replacement phone model is already available in our inventory. We updated the replacement ticket ********** on 6/12/2023. Few days later, a tracking number via *** is already generated with reference number 1Z7X28F00171465104 and the phone has been delivered on 6/21/2023 at 4:09 PM. There may be delayed for the shipment due to phone availability in our warehouse.

We spoke with ************** via phone number ************ on 6/13/2023 and 6/14/2023. We informed him the replacement phone has been updated on 6/12/2023 and it will take for about 3 to 5 business days for the phone to be shipped. He also requested a callback when a tracking number is available. We made another attempt to reach ************** via phone number ************ and sent emails to ********************** on 6/22/2023, 6/23/2023 and 6/27/2023, but he has failed to respond to our calls. However, we received a response from ************** on 6/20/2023 stating that we can call him right away that time, but we were still unable to reach him. Thus, we will need to speak with him ************** directly to assist him further with his concerned.

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 1278612399.

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: 07/25/2023
to whom it may concern i am writing this to complain about tracfone sent me my phone back and gave me double the minutes i had but no service time they had my phone for three months which i bought a service plan for but they gave me a month service plan if you look a their response half way into the letter my name becomes mr *********** when my name is mr *********** when i sent my phone back i had ***** minutes and three months service plan now i have ***** minutes and my service plan runs out on july 29 ***** i would like them to take back the minutes to what i had when i sent in my phone and the three months service plan i had
Business Response
Date: 07/31/2023
Dear ***********************,

This is in response your rebuttal 07/25/23 regarding your Better Business Bureau complaint.

Research indicates that device IMEI # *************** service end date is 10/29/23.
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.
**** **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:06/11/2023
Type:Order 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 refilled my phone contact yearly. If you do it yearly you save all your previous minutes. We refilled our contract on April 30th. We had over **** text minutes plus the added **** for the refill, this month we were notify that we had no minutes left. We call and got our **** back and 500 from are previous contact but nothing else, I see others have had this happen to them, We would like toknow what happen to are minutes and get them back
Business Response
Date: 06/15/2023
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 11, 2023 regarding BBB Case number ******** complaint.

Mr. ****** complaint states that his text balance were lost.

We spoke with ************** on 6/14/2023, 1:29 PM EST at ********** an as per conversation he was able to authenticate the account and we added the ***** SMS/text balance to his account. We spoke with ***** wife on June 15, 2023, 10:59 AM EST at **********, and as per conversation she informed us that their phone is now showing the correct SMS/ text balance.

In our review. A system glitch causes the SMS/text balance to be deleted.

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 1278612158.

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:06/09/2023
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 am a lifeline customer which has already done trouble shooting on my device and ********************** is insistent they must have an alternative number to do further TS. Living in a motel with no landline it's impossible. I'm disabled and homebound and need this device for contact with my doctors. TracFone in several emails now has also insisted they cannot call me at my number because it is the same number as the one in question and are asking for me to provide an alternate number for them to call me on. They are being non cooperative with me.Believe me when I say TracFone said this to me "Your phone is working when you call your doctor, hospital or friends, but it's not working when we call you" I was extremely upset when they said that. It wasn't the only ridiculous 5hing that Corporate has said there's a lot more but not enough room here for me to explain everything.Basically I have requested a new device and two representatives have refused saying I was not eligible then another contradicts them saying I am eligible for a new device. My concern here is TracFone has no clue what they have on record for me they haven't documented my trouble shooting properly and escalated to the higher department as they said they were doing so I could be eligible for my new device it's why 2 representatives said I was ineligible.TracFone removed me from their ******** online community blocked me for innocent posts and comments. I find this quite unacceptable.There is more but not enough room
Business Response
Date: 06/13/2023
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 10, 2023, regarding BBB Case number ******** complaint.

Ms. ***** complaint states that she is having issues with her phone service and would like to get a replacement phone.

As per our records, account is provisioned in our system. Ms. ***** device has sufficient balance for talk, text and data. Moreover, phone features are working based on usage history. With this, we need to speak with her to continue troubleshooting her phone.

We spoke with ************ on June 13, 2023, 11:33 AM EST at **********. We attempted to troubleshoot the phone but ************ stated that she have done all the steps on her end. She added that she did not have an alternate number. With this, we informed her that the last step to do is to contact the carrier for further assistance and asked if it is a device issue.

In addition, we informed ************ that carrier will only assist us if we are on a different line for further troubleshooting on their end; but customer said that she will just file another complaint and decided not to continue.

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 1278614678.

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: 06/13/2023

Complaint: 20168233
I stated specifically to The representative *** whom I spoke to first and then I had a callback from **** at SafeLink that it's on record and has been for quite some time that I live in a motel with no landline. I told each of them I have had several devices from SafeLink now and when I lived in my apartment I had a landline and was able to troubleshoot. Now I am disabled and seeking a permanent home because I lost another to fire and I currently am homebound having meals delivered to me and don't go anywhere but to doctor ************ and my insurance company gets me the Uber rides. How many times must I tell SafeLink that I have no alternate line to use the lifeline program is the reason why I have a telephone now in the first place!!I further explained I had to do plenty of trouble showing on all of the other devices I had through them and I just don't understand what is happening with all these devices
I have even been accused by SafeLink of abusing my telephone and that's unacceptable to say to someone who is not on the phone often! My do these people have bad communication skills!!
I also stated to these two today that when ******* took over SafeLink it would have been nice for Safelink to INFORM ITS CUSTOMERS!
Send us information so we would have known WHO THE NEW CARRIER WAS
So we would UNDERSTAND what was going on;
I lost my service for two and a half weeks!; Back in February and was UNABLE to communicate with any of my medical professionals!
Having significant health issues this is unacceptable!
Just like it's unacceptable now that you are saying you have to contact The CARRIER to further Trouble shoot!
I have a doctor's *********** in June ************************************************************************ a 63 year old and having tremendous difficulty with my sinuses and ears that are quite painful and I can't be in the phone for what you want me to do!!!
Abd I've already Done!!
That is my statement

Business Response
Date: 06/28/2023
Dear *****************,

This is in response to the June 13, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the comments and feedback about the issues encountered with loyalty points. We apologize for any miscommunication about ownership changes affecting the service you receive.

The line ending in **** has not had a change of the carrier who is providing service to the line, despite changes in Tracfone ownership. The phone continues to be active with the same carrier.

The issues you have been experiencing may have been caused by the equipment, such as the phone or SIM Card, or by outages in the local area, or upgrade/updates to the carrier system. Troubleshooting involves contacting the carrier as a last resort, and we depend on the cooperation of our customers to complete this step. We do not guarantee that the necessary troubleshooting can be done from the phone, it may be necessary to call from another line, and have the phone with you. Steps can include turning the phone off and on, which will end any current call on the cell.

A check of the account confirms that the line is active and in use for Talk, Text, and Data. Please note that. Carriers do not guarantee that you will be able to use the phone inside. To resolve this issue, and as a result of the recent FCC complaint, a replacement phone is being shipped to you. Please continue to work with the assigned agents for further assistance.

Thank you for choosing SafeLink Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 06/30/2023

Complaint: 20168233

I am rejecting this response because:
I have received the replacement phone today June 30, 2023. This process has been short of unprofessional in its process, and and the behavior in which I have been treated by all of TracFone and SafeLink representatives.
The replacement device is not one that I am able to navigate properly. And I am seeing a doctor in July and anticipate having surgery on not only one arm and hand but both hands.
My old device had buttons that were easy to navigate from different places on the phone. The new device doesn't have these and I'm finding it extremely difficult.
That's the first reason.
Secondly when I first received this device today June 30 I spent hours trying to get service transferred to my new device and I was given a tremendously difficult time by 3 different representatives!
Last time I did a service transfer which was just last year it took only bc 10 minutes or less.
My service transfers in the past have been on the new devices already and no action was needed by me so it's hard for me to understand just why TracFone is doing this to me now!
I stated to TracFone representatives today I cannot take anymore of this because I am suffering from light headedness and nearly passed out. I will not have it.
Now I am afraid I am having NO SERVICE AGAIN
They in this response say again that they need that alternate line and just don't get the ** LANDLINE and I'm homebound and can't go anywhere!
And think I don't want to cooperate?
Seriously??? I'm sitting here truly wishing I could see the light if day and enjoy what you do!
As for working with your agents?
Its tremendously difficult to work with them anymore.
After today I am in tears wondering if I will ever have a RELIABLE Device

Sincerely,

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

This is in response to the June 30, 2023, rebuttal to Better Business Bureau complaint #********.

Thank you for the additional comments k about the issues encountered with the troubleshooting process. We apologize for the incomplete response to the first rebuttal, and any misunderstanding about the phone usage.

We appreciate your concerns about the carrier who is providing the line. We assured you that the carrier did not change, which indicates that the issue may be a service interruption or outage, or an issue with the device or SIM. We do have additional troubleshooting that could be done but contacting the carrier may be necessary in some cases. We do not normally replace phones without the proper troubleshooting steps.

The account is still active, and a recent usage report confirms that the line is in use for Talk, Text, and Data, indicating that there is no issue with the service. However,the replacement phone has been delivered to the front desk. Please contact us to upgrade the service to the replacement..

As for the phone model, we provide a comparable model with the same features, and provide models that have accessibility features that make the phone easier to use for people with limited mobility. Please check the phone menu.

Please note that a phone with buttons may not be available. Please contact us, if the phone is not usable, to check inventory.

For further assistance, contact the next available agent at ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Thank you for choosing SafeLink Wireless to provide cellular service.

************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 07/17/2023

Complaint: 20168233

I am rejecting this response because:
Just Today July 17, 2023 at 11:23 Pm I contacted TracFone Corporate and spoke to Agent "Jigger"
Who informed me in these terms
" We can only go by the rules, The terms and conditions, you send the ***** back we send you the same phone. We are unable to ship another Device You must pay for one. It's all up to you"
I ended this call in complete FRUSTRATION!
After two weeks of total Unprofessionalism and with hang *** by agents both by SafeLink and TracFone Corporate.
I have so many tickets numbers I can't even count them anymore!
Then one agent tells me to disregard what everyone else told me. So WHO DO I BELIEVE AND TRUST???
Monday July 10 an agent gives me a ticket number for my airbill to return the ***** device and says it is the same ticket number as before.
Problem with the first label was when I called **************? They told me the tracking number was NOT pre paid!
That was DONE INTENTIONALLY I informed the FCC!!
TracFone is Playing and this is NOT FUNNY!
I have NO MONEY to return this!
So since then not one agent has wanted to help with another airbill.
This is MALARKEY to say the least and I'm not having it!
So here we have 2 different stories TracFone again.
One I got today When I called Corporate July 17, 2023
And one in your response to the BBB
WHAT AM I SUPPOSED TO BELIEVE????
WHY SHOULD I TRUST YOU ANY LONGER???
I Need a reliable device
I didn't say one that had "buttons"
I said one I could "navigate"
The ***** is impossible for me to Navigate; I can't even turn it on and off it's very hard!

Sincerely,

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

This is in response to the July 17, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for contacting us about the issues you are having with the phone, and a request for a replacement.

A check of the system indicates that you are being assisted as a result of the *** complaint that you also filed. Further investigation indicates that you do not want to be contacted by us in relation to the phone replacement.

Despite the complaint of the difficulty to use the phone, a usage report confirms that the ***** is being used for talk text and data. With the change to a different pone, it often take a little time to become accustomed to a different device.

You also report that the return label has been used to return the device, and a replacement should be shipped when the device is received.

We are disappointed to learn of the experience that you had, and we would like to escalate this issue to management. Agents are trained to address customer related issues, and will escalate, as necessary to another department. Agents go thru rigorous training, and are randomly monitored for quality assurance purposes. If at all possible, please provide a ************* when you spoke to the agents mentioned, for research into this issue.

Thank you for choosing SafeLink Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 07/21/2023

Complaint: 20168233

I am rejecting this response because:still TracFone has no understanding of this issue and has conflicting information!
Let me help you understand and put this to rest.
I first filed a complaint with the *** because that's the Process. Not one of you like to hear those 3 letters fo you? ***! Because every time I say them in a phone call I get transferred to another department!;
You people are disrespectful and rude!
Secondly when you mentioned I do not want to hear from you any longer in relation to the replacement phone meaning I don't want you to contact me?
Here is the TRUTH
It's quite obvious TracFone agents don't know how to note my account properly but I document all the calls I make to TracFone and SafeLink AND I document INCOMING calls from both of you as well.
You obviously don't have on record anything.
I'm going to start with
On 7/17/23
I spoke to ********************* @5:33 pm
Was given ticket #*********for a new ******** device to be received in 3-5 business days
on 7/19/23
Devore
@7:55 pm
Gave me the tracking # for the ******** device
#******************
So I was expecting the ******** device the next day on July 20 before 7 pm the agent told me

Then?????
What upset me was I got an incoming UNEXPECTED Call from TracFone
July 20
10:57 am
****

Who said
"We received a complaint you can't navigate the ****** Do you want a flip phone with keys on?"
I asked"do you have record of anything being shipped to me?
He responded
"I have already received your account"
I repeated" you don't see anything on record that anything was shipped to me?"
He verifies my account
Then sees in the system my ******** was shipped!!started search for tracking number
Couldn't find tracking number
THIS IS THE REASON WHY I SAID TO **** NO MORE CALLS ABOUT THIS PHONE
Understand Now TracFone Corporate??
BECAUSE I HAD THE NEW PHONE ENROUTE ALREADY!
And you should have KNOWN THIS!!!!!
Look I told you I have been so stressed out from all this but do you care???
NO
When you stated
"As for the difficulty to use the phones usage report confirms that the ***** is being used"
HOW DO YOU THINK ONE *AILS AT SOMETHING I* THEY DON'T TRY SOMETHING *IRST??
I had to set up my ****** account TRUST ME IT WAS NOT EASY,!!!
All I did was and I'm not afraid to say here curse at the Stupid device because my hands were HURTING first O* All from trying to navigate and secondly my ****** account was giving me a hard time too.
I had password and username issues!
I gave up navigating the ***** because of my painful hands!
DO NOT TELL ME TO GET USED TO IT!
I had family with mobility issues too that needed different devices as well.
I returned the ***** to it's factory settings not long after I received it because I couldn't handle it.
You're continuing stories of terms and conditions to return devices before replacement phones are shipped ARE JUST THAT... STORIES!
I have in my documentation
AND I WIlL KEEP *OR *UTURE RE*ERENCE ALL O* THIS
I am a down to earth and very kind person but how this affects your rating with the BBB I could care less
As for the unprofessionalism by your agents and you asking for names, dates and times?
Look at my *** cases you'll be see there because my hands are hurting too badly bto type all of it here.
One final thing bi would like to remind you of TracFone. Because I can't forget.
All these smart phones I have had now. 8? 9? All defective? And just a couple years ago when I spoke to Corporate ******* sure I was quite upset in the call ill always be honest.
But what really is troubling and concerning is YOU'RE BEHAVIOR
TAKING ADVANTAGE O* MY VULNERABILITY
TRYING TO GET ME TO USE OBSCENITIES
SPECI*ICALLY THE * BOMB
My your agent kept on me but I wasn't having it ..when she said many times I used it I told her to go back in that recorded call when it was over and find it.
But....you didn't did you??
What a way to treat lifeline customers
I WILL KEEP REMINDING YOU

Sincerely,

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

This is in response to the July 21, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the report of the agent call to you, the information will be forwarded to management for review. We apologize for any miscommunication.

A final review of the complaint reveals that the replacement phone has been activated with the same number. And, as a call detail report confirms, is in use with records for talk, text and data.

We will not be contacting you again, per you request. If you need assistance we have provided the direct number and the pin that is need in several responses. Please contact us if further assistance is needed.

Thank you for choosing ******** Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:06/09/2023
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 my phone number with Tracfone transferred, but only the service time was transferred. I thought the sim card or phone could have been the problem. So I transferred the number to a different tracfone. That also did not work. Next, I transferred the phone number back to the previous phone. And again it didn't work. My phone talk/text minutes and data did not transfer. I have spoken to Tracfone customer service many times over the past 2 weeks but have not got the talk/text/data added back. They said thier records only go back to the most recent phone that the transfer was made from. If it went back further, then they would be able to see my talk/text/data that was lost(and when it didn't transfer). I was using the phone as a secondary phone. Since I did not use it much, there was a lot that was lost. The last I remember seeing(about 2 weeks ago) was **** minutes of talk, **** minutes of text, and 10 GB data. Though the texting and data should have been more.
Business Response
Date: 06/20/2023
Dear ***************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 10, 2023, regarding BBB case # ******** complaint.
Your complaint states that your phone service is not working after you got your number transfer, and in between that process, your service time remained but **** minutes talk, **** minutes text, and 10 GB disappeared.

We checked your account and we were able to find that is well provisioned and that the said services were missing. Was found that the device with serial number ******************* transfer the number ************ on 05/16/2023 with reference No. ********** to 357-013-299-424-426, and from that phone the number got transfer again on 5/20/2023 with reference No. ********** to 354-727-084-598-218.

After further investigation we found that the services missing where still on the device with serial number *******************, so we added them to the phone on 06/15/2023 at 11:43 AM with reference No. **********.

We called you via phone number ************ on 06/14/2023 and tried to fix your service; however, you did not have capability to take the *** card out of the phone at the moment so you agreed to call us back later.

We attempted to again on 06/15/2023 and 06/18/2023 and send you emails to **************** but got no response till 06/19/2023. We informed you that the lost services during your transfer process were restored. As we were working on the phone, we clarify that what was causing the disruption on your service was the *** card. You mention that the phone that you wanted to use was 357-013-299-424-426, so we transferred the number and service to that phone and it started working.

You were requesting the amount of 10 GB to be restored. Since what we found was **** MB, only 2 more gigabytes of data were added in compensation for this issue and you accepted them.
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 1278686095.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****

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