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

3,487 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:06/09/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAVE BEEN CALLING THIS COMPANY FOR THE LAST 3 DAYS TO GET A TRANSFER PIN SO I CAN MOVE FORM THEIR COMPANY. THEY HAVE NOT BEEN ABALE TO HELP **** ME THIS PIN. EVERY DAY I CALL ITS AN ISSUE AND INHAVE TO KEEP CALLING THEM. I NEED SOMEONE TO GIVE ME THE TRANSFER PIN INSTEAD OF SENDING ME ALL AROUND THE ***** SO I CAN MOVE FROM THE COMPANY. TERRIBLE CUSTOMER SERVICES.
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 10, 2023, regarding BBB Case number ******** complaint.

******************** complaint states that she has requested for a number transfer pin so she could port out her phone number however, she has always been transferred and the number transfer pin was still not provided.

In reviewing ******************** record, account is no longer active and phone number has been ported out from the system on 06/12/2023 with Port Out Ticket **********. Her Lifeline has been deactivated on the same day that her phone number was ported out.

We spoke with ******************** on 06/16/2023 at phone number ************, she confirmed that her phone number has been successfully transferred to her new service provider. We apologized for the delay in taking action to her request. Hence, she does not need any further assistance. Thus, case will be closed.

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 1278624714.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/09/2023
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 contacted the companies customer service in reference to my phone working improperly, meaning when I'm talking periodically I sound like a robot when I'm speaking or periodically calls are dropped in the middle of a conversation and since I only have one phone they can not trouble shoot it anymore with out me having a second phone even though we were doing an online chat to trouble shoot, I only have that phone and no access to another so I was told they could not help me until I had access to another phone, so I guess I just don't have a phone that I can properly use.
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 06/09/2023, regarding BBB Case number ******** complaint.

Your complaint states that you contacted the companies in reference that your phone is not working properly, meaning when you talking periodically you sound like a robot when you speaking or periodically calls are dropped in the middle of a conversation and the phone cannot trouble shoot because this is the only phone that you have.

Tracfone Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged phone on 06/13/2023 per ticket #**********. Our warehouse records indicate that we received your damaged phone on 06/18/2023.

We spoke with you on 06/21/2023 via phone number at ************ we discussed the status of the replacement phone. We confirmed receipt of the defective device in our warehouse you accepted a comparable replacement device ******* tracking number we have confirmed that the replacement device was delivered on 06/20/2023 at Sicklerville, **. Also you decide to call us back later to activate the new device and no more assistance was needed

Please refer to the **mail or reference number ******* or **********.

Based upon the foregoing, we will close this matter as a resolution provided

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 06/22/2023

Complaint: 20166190

I am rejecting this response because: Due to the fact they cannot activate the phone, they gave me a ticket number 1279076832.

Sincerely,

****************************************
Business Response
Date: 07/11/2023
Dear ****************************************,

This is in response your rebuttal 07/03/23 regarding your Better Business Bureau complaint.

We apologize for the inconvenience. Research indicates that IMEI # *************** is activated and provisioned.
We attempted to contact you at ************ but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********.

Customer Answer
Date: 07/12/2023

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:06/09/2023
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.
On June 3, 2023 I purchased a Tracfone Wireless phone for the amount of $21.93 and an additional $15.00 for phone service on the afore mentioned phone. Upon trying to activate the phone and porting my current phone number I spent a lot of time on the phone with Tracfone Wireless to get this done. In the end I have waited and waited and have never had service active on the phone I purchased. The remedy I am seeking is a total refund of the total amount I have paid.
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 # ******** complaint.

Your complaint stated that upon purchasing a TracFone Wireless phone and a $15 airtime service plan on 06/03/2023 you called customer support to port in your phone number; due to your device not being active you requested the total amount for your purchase to be refunded.

We were unable to locate an account regarding your request, we searched our system by your name, contact number, email address and physical address provided but found no records or information in relation with your case; as an alternate phone number, email address or account information was not provided, communicating with you is imperative for us to address your request accordingly.

We attempted to reach you via phone at contact number provided ended with **** on 06/14/23, 06/15/23, 26/16/23, 06/18/23 and 06/23/23 with no success, emails with contact information were sent on those same dates advising you to contact us back.
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.

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:06/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been attempting to resolve my complaint with Straight Talk Wireless for over a month now! I have been unable to log in to the My Account App & have raised an issue with the Executive Relations *********** told me to "update the app" well I would however the app has not been updated since March of ************************************************************************************************ to. We have changed my email address four ********* am still met with the same "ERROR: Account Not Found" message I have tried playing the ************** Game" from April to the end of May & was awarded ZERO points after playing every single day I am still unable to earn any rewards points by spinning this month's game which includes a wheel- the below amounts are on the wheel this month * 5 Points * 10 Points * 25 Points * 50 Points * 100 Points * ***** Points * ***** Points * ***** Points * ***** Points *Red** ****** Points * TRY AGAIN TOMORROW * SPECIAL OFFER *Either it lands on "TRY AGAIN TOMORROW" or "SPECIAL OFFER" which leads to a link for a "restaurant.com $3 for $25 gift card" - I even purchased one to see if that would fix the issue and it did not.I play both games, the ************* as well as the Spin-The-Wheel *************** Talk maintains it is continuing the ************* game (which was the game for the month of May) however whenever I play it, nothing at all is awarded.I have paid $105 to date & have been rewarded no points and after a complaint to the FCC/FTC things are still unresolved. I have spoken with two or three representatives after messages were left on the following dates & times: 05/22/23 05:14PM 05/23/23 12:34PM 05/24 11:24AM 05/27 12:31 PM 05/30 12:51PM FCC Ticket # ******* Served on provider 05/20/23 & ticket # ******* served 04/04/23 03:**** I have spent countless hours attempting to resolve this & nobody has reached out to me since our last communication at the end of may - I am requesting an **********************
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 09, 2023, regarding BBB case # ******** complaint.
Your complaint states that you cannot access to your My Account App due to an error. Also, after paying 105$ and playing Spin-The-Wheel or Scratch & Win games, nothing is awarded.

We checked your account and we were able to find that is well provisioned and the email is registered correctly in our system. We reviewed the following Ticket No. ********** and **********, both made to resolve the error with your account; however, due to a persistent system error, you have not have access to your account.

We attempted to reach you multiple times via phone number ************ and email was sent to ******************** and ******************** on 6/13/2023, 6/14/2023, 6/15/2023 to further assist you about your account and inconveniences with your rewards, but we were not able to speak with you; however, you replied to one of our emails on 6/18/2023 stating that you were no longer interested in our assistance.

It is required to speak with you to further investigate on your account and properly address your complaint of the $105 purchase that you mentioned.
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 **********.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 06/21/2023

Complaint: 20164270

I am rejecting this response because:
A.) It has been 60 days & ***** points have been removed from my account for no reason
B.) My Account issues have persisted for 60 days & the app was only recently updated from March after several conversations in May about this exact issue
C.) I have been unable to earn rewards points every single day in the month of April & May after playing religiously
D.) I had an executive relations response closed & ignored
E.) I have been receiving spam messages related to politics & been attacked for simply having service.
F.) I have been provided "Special Offers" from "Restaurants.COM" that do not allow gameplay to reward points to my account.
G.) The scratch & Win & Spin-The-Wheel game(s) have not provided any points, I have been unable to earn rewards points with watching-a-video & answering polls for the month of June &
H.) I have been billed $105 + $21 for a replacement phone with my old phone not being sent back to me after repairs (Software from 2017 - A577VL) via Asurion / ************************* Protection Plan] / Phone I have had replaced is not able to be / does not support other carriers for a total of $135
Sincerely,

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

We apologize for the inconvenience. We have attempted to contact you via phone but were unsuccessful in reaching you.
****************, what will be a good contact phone number where you can be reached?
To provide you with a resolution regarding this matter we will need to verify the account information.
You may reach me directly via email to **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless Inc.
BBB Specialist
Customer Answer
Date: 07/17/2023

Complaint: 20164270

I am rejecting this response because: nothing has been done to resolve my issue regarding the spin the wheel or scratch & win game as well as the removal of points

Sincerely,

***********************************
Business Response
Date: 07/24/2023
Dear ***************************:

We apologize for the inconvenience. We have attempted to contact you via phone but were unsuccessful in reaching you.
****************, what will be a good contact phone number where you can be reached?
To provide you with a resolution regarding this matter we will need to verify the account information.
You may reach me directly via email to *************************.
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless Inc.
BBB Specialist
Customer Answer
Date: 07/25/2023

Complaint: 20164270

I am rejecting this response because:
30days of service have not been added,5000 points have been removed - device was purchased seperately from sim card (sim card purchased first)

Company has not allowed me to port my number for two weeks after numerous attempts

Kindly,

***********************************
Customer Answer
Date: 08/01/2023
I have not heard back from ************************* or the leadership team in regards to my issues however I have replied to all correspondence via FCC complaint(s) / e-mail -- as depicted in the screenshots, nothing has been done to mitigate the **** missing (joined by referral) points, the additional service days, the unlock request given that I traded in an UNLOCKED device via Asurion through the Mobile Protection Plan in April or the refund ($8 for protection plan & $21 for replacement device) the $70 in service credits applied via PIN code, the $35 paid to Straight Talk/Tracfone for the initial first month (4 months of service) ---- the Spin & Win Game / Scratch & Win Game APIs however the "My Account" issue has been resolved by updating the app in the month of June which had not been updated since March - There are several others with complaints regarding CUSTOMER SERVICE & being HUNG UP ON by individuals in a call center in a foreign country after escalating with an individual named "***************"

I feel as if I have been purposely misdirected & as per our conversation we attempted to port out unsuccessfully at 9:40 AM within the past week or two - Given that I purchased a SIM card and then had my DEVICE REPLACED & was given information that the **** is my account number I would like to make it more clear that I both attempted to use the **** # & after 72 hours it was unsuccessfully ported. I also attempted to use the last 15 digits of the ***** to port and was also again unsuccessfully ported after 72 hours

I received messages from a shortcode service provided by Straight Talk even stating that the number was "ready to port" before attempting to port out

I am requesting 365 days of free service, the ability to port out & the ** K8 (LM212VL) be unlocked or a replacement flagship device without SMARTPAY be issued -- As well as the APIs to be fixed or offer additional games that do indeed work. I am also requesting that customer service be handled in ***************** of America

Alternatively, I would like a job with Straight Talk to help resolve other individuals problems & may be reached at the following telephone numbers

************
************
Customer Answer
Date: 08/05/2023
I have successfully been able to port the phone number out as per 08/04/2023 however I have not had my device unlocked as per conversations with Mrs/************************ has requested & my service has been cut off two weeks early which I paid for. I am requesting that Straight Talk re-activate my service using the same SIM card that I initially purchased & unlock my LM212VL(LG K8/LG Rebel device?) as well as provide additional service days for the Spin-The-Wheel & Scratch & Win game which APIs are not working properly.

I also would like a job as a live chat representative / account management specialist if possible & an explanation as to the $130+ in service related billing charges - *********** has $15 / unlimited & ******** has $10 Connect plan, Boost has $25 unlimited where you may earn full data & again Tracfone/StraightTalk/Verizon has been unsuccessful in explaining why my ZIP CODE was the reason for not porting as I had not changed this from my personal zip code which is 23229

Also, for reference my ***** points have not been returned to the account from the intiial signup in April - however I was told that "I can get points from referring others" however these points are from utilizing another's referral code as shown in the screenshots where the points were issued.
Customer Answer
Date: 08/06/2023
As stated in the complaint the number has been successfully ported however other problems have not been resolved regarding device unlock, additional service days / refund / API for Spin-The-Wheel & Scratch and Win / explanation of the charges

I am also unable to login to rewards.straighttalk.com with the phone number provided, or the three email addresses (************************,********************,********************) however am able to log in on the device itself *** K8 ********

Again the fully unlocked ******* One Touch ZIP 4G LTE (A577VL) that was traded in via the Mobile Protection Plan in April/May with the broken screen/battery has not been returned/repaired -- I would appreciate either an even exchange for the ** K8[Rebel 4]{LM212VL} or for my device be unlocked & to be compensated for the numerous hours / days I have spent over the phone with the numerous representatives I have had hang up on me & otherwise unprofessional experience I have incurred.

********************* has been very helpful in resolving my issue(s) however there is still plenty of them to be resolved --- Again, I would love to be able to assist Straight Talk with resolving other consumer(s) complaints as an account specialist if a position is available.

***************************
Customer Answer
Date: 08/06/2023
Please fix this webpage BBB

**********************************************************************************
Customer Answer
Date: 08/06/2023
Case has still gone unresolved
Customer Answer
Date: 08/06/2023
Company is using support from ************** & has violated Equal Employment Opportunity (did not pay me for 1 hour in live chat) and has extorted me for $102
Business Response
Date: 08/07/2023
Dear ***************************,

We are currently reviewing this matter and we will provide an update.

For future assistance you may contact me directly.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

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

Complaint: 20164270

I am rejecting this response because: I am being deceived by the company's customer service representatives after paying $180 in fees from BYOD Kit, Phone *********** ******** Disconnected 14 Days Early), Replacement Device should come unlocked as I traded in an unlocked device that powered on. 2 E-Pins were applied for $35 service plan (Applied 05/28, 07/19) $21.20 paid for replacement device (04/28), 04/22 $8.23 paid for Mobile Protection Plan, My Account App was not updated until June from last update in March, phone number ending in **** was changed to number ending in ****? after escalation attempts with Straight Talk representative *************** 06/13, 06/14 & 06/19 no attempts were made to add service days, or resolve customer complaint -- Spin & Win Game / Scratch & Win game has not been fixed & I was extorted by ***** for $102 for a $20 device in an effort to "buy a better service plan" who resides overseas in ********* --- No SIM Card has been provided but I was told the **** & not ICCID (SIM) was my acount number when I purchased SIM Card BYOD Kit before I paid for a replacement device - No refunds have been awarded
FCC response 07/13, 07/16, 07/19, 07/21 - 07/23(ST Denies Port)
Straight Talk Billing/Warranty Procedures + Removal of Points & Failure of Internal API for Scratch & Win / Spin-The-Wheel games
FCC File # ******* 07/29
FCC File #******* (KMM15670834V40813L0KM)
FCC File #******* (KMM15668935V53988L0KM)
FCC File #******* (KMM15673522V17863L0KM)
FCC File #******* (KMM15679146V72019L0KM)
Sincerely,

***********************************
Business Response
Date: 08/10/2023
Dear ***************************,

Your port out requests for transferring phone number to a different provided was processed on August 03, 2023, with reference ticket number ********** concerning phone number ending in 4277.

Per conversation you requested for the account to be reactivated with a new phone number because you would like to stay with Straight talk.

Your account is now successfully activated upon your request with a new phone number ending in ****. Due to the inconvenience two months of compensation has been provided. Your new service end date is 10/09/2023.

Unfortunately, according to the system, your device does not meet the requirements to unlock it for free today. You will be eligible for free unlocking after 12 months of paid and active service.

You can still unlock the device today, for a fee of $90 plus taxes where applicable."
*"This fee is non-refundable."

For unlocking policy, you may visit *******************************.

On August 10, 2023, we have added **** Loyalty points to the new phone number ending in ****.

Your current balance is:

Total Available 6161
Total Points 6271
Total Pending 110
Member Since 04.21.2023

All the above information has been provided, so we will consider this your final response.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless Inc.
BBB Specialist
Customer Answer
Date: 08/12/2023
I am rejecting the businesses response as the dashboard innacurately reflects what is described in my electronic nailbox & game APIs have not been fixed - I am certain that the *** feels a certain way about the 90 days of service I have been with the Straight Talk/Tracfone brand & I have not been offered a position as requested in previous notes & no refund has been provided
Customer Answer
Date: 08/12/2023
More attachments
Customer Answer
Date: 08/16/2023

Complaint: 20164270

Company has failed to add 60 days of service & resolve API issues regarding Spin&Win, Scratch-And-Win and failed to resolve customer complaint after requesting $90 from customer for swapping ******** One Touch Zip via Asurion in April of 2023 - Full unlock/tablet replacement/additional service days requested (also seeking job) Billing adjustment; Explanation of charges; Replacement

Sincerely,

***********************************
Business Response
Date: 08/17/2023
Dear ***************************,

Your port out requests for transferring phone number to a different provided was processed on August 03, 2023, with reference ticket number ********** concerning phone number ending in 4277.

Per conversation you requested for the account to be reactivated with a new phone number because you would like to stay with Straight talk.

Your account is now successfully activated upon your request with a new phone number ending in ****. Due to the inconvenience two months of compensation has been provided. Your new service end date is 10/09/2023.

Unfortunately, according to the system, your device does not meet the requirements to unlock it for free today. You will be eligible for free unlocking after 12 months of paid and active service.

You can still unlock the device today, for a fee of $90 plus taxes where applicable."
*"This fee is non-refundable."

For unlocking policy, you may visit *******************************.

On August 10, 2023, we have added **** Loyalty points to the new phone number ending in ****.

Your current balance is:

Total Available 6161
Total Points 6271
Total Pending 110
Member Since 04.21.2023

All the above information has been provided, so we will consider this your final response.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless Inc.
BBB Specialist
Business Response
Date: 08/23/2023
Dear ***********************************,

The Unlocking Phone Request has been created. Your phone is now unlocked for IMEI 353566116687750.

A confirmation email will be sent to: ********************.

All the above information has been provided,so we will consider this as a final response.

Thank you for choosing Total by Wireless.
Sincerely,

*************************
Total by Verizon
BBB Specialist
Business Response
Date: 08/23/2023
Dear ***********************************,

The Unlocking Phone Request has been created. Your phone is now unlocked for IMEI 353566116687750.

A confirmation email will be sent to: ********************.

All the above information has been provided, so we will consider this as a final response.

Thank you for choosing Total by Wireless.
Sincerely,

*************************
Total by Verizon
BBB Specialist
Initial Complaint
Date:06/08/2023
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 on your website on April 28th a package deal Orbic Magic 5G phone with 24 GB and unlimited minutes for a year out the door for $199. My girlfriend has her phone expiring June 14 and I figured best to get her the same deal and we could start her phone on June 14th. This phone purchase date May 4th. Having turned my phone on a little over a month ago I received my unlimited minutes for a year and my 24 GB. During use of my phone I would call people and at times they could not hear me. I would restart the phone and that seemed to do the trick but it became a problem I tired of fixing. I called support and set up an exchange of my phone. Knowing I would be without a phone during the exchange time I thought to just take my second phone that was new in a package and use it until exchange was completed. I needed a phone to work my job My data minutes has been dropping on my phone down to 17 GB before transfer. I had paid for an additional 7 GB on website to keep my data full to 24GB Thinking a simple fix I end 6 hours later with my unlimited minutes back on but still not showing in the app and no GB but the 7 I had recently paid. Then the big bomb comes...I presume sending the exchange phone back in it would come back with an unlimited plan and 24 GB so I can set up for my girlfriend. Well no the phone comes back with nothing and I am going to forfeit the minutes that were originally on the 2nd phone. The expense to replace for my minutes forfeit comes to current prices $199 unlimited talk text for 1 year and $240 for 24 GB. $440 to set her phone back to what was already the deal I had in my package before I needed to make an exchange for a faulty phone plus another $170 lost for me to add the non transferred 17GB.
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 09, 2023, regarding BBB Case number ******** complaint.

**************** complaint states that he did not receive his replacement phone and that he want the whole service plan to be added to his other device.

Upon review, the old device with an IMEI *************** shows that it was defective and that we have created a ticket # ********** to replace it. As seen in our system, we still do not have the defective phone. His other device is associated now to the network, under TracFone Wireless as his service provider.

Furthermore, once we have the defective phone, we can then update the ticket and continue sending the replacement phone. Then, for the service plan, we can do add the plan by doing a process of upgrade.

We reach ************** multiple times via phone number that, he provided and on his e-mail address, 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 email reference number ******* or Ticket Number 1278624920.

Thank you for choosing TracFone Wireless.


Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/08/2023
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 NEW TRACFONE A13 FROM AN ONLINE RETAILER ONLINE AND I SENT TRACFONE THE RECEIPT FROM THE ONLINE PURCHASE, TRACFONE REFUSED TO ACTIVATE IT SAYING IT WAS NOT SCANNED AT THE STORE RETAILER EVEN AFTER PROVDING A RECIEPT TRACFONE REFUSSED TO ACTIVATE IT LEAVIG ME OUT MONEY,. I CALLED COPERATE THW WOMAN ON THEPHONE WOULD NOT LET ME TALK TO ANY ONE SHE KEPT TRANSFERRING ME TO THE SAME DEPARTMENT I ASKED TO SPEAK TO THE *** THAT I GOOGLED SHE TOLD ME " HE DOESNT WORK HERE ANY MORE" THIS IS THE 2ND TIME TRACFONE HAS SCRED ME OUT OF A PHONE THEY TOOK MY MOMS OLD ONE OVER A YEAR AGO AND NEVER SENT A REPLACEMENT THESE PEOPLE ARE THIEVES
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 May 09, 2023, regarding BBB Case number ******** complaint.

**************** complaints states that he bought a Tracfone A13 phone from online store. He is requesting to activate the phone. He sent the receipt to TracFone; however the activation was being declined. He called Tracfones **************** and wants to speak with the **** However, the call was being transferred to the same department.

We spoke with **************** on6/14/2023, as per conversation he does not want a refund for the phone he purchased online through the ******* website, he wants to activate the phone with a $40 service plan. He provided the *** card number and **** also known as serial number of the device and upon review the status is inactive. We informed him since the phone is restricted and it was purchased in the third party company, we need a proof of purchase a receipt with the barcode. Therefore, **************** requested a callback. We spoke with him on 6/17/2023, we informed him that we already reviewed the screenshots and we regret to say that online receipt and the records of the transaction when it was purchased and delivered in reference to the e-mail address ************************* is not enough evidence to override the restrictions, it should be the original receipt that is printed in the paper that can be found in the box or pasted in the plastic or it was sent on the e-mail. We added, he can call ******* using the hotline number in the ******* website so he could ask the original receipt. However, he already called multiple times but ******* will not provide the receipt because it is already beyond ***************************************************************************************************************************** ask for the original receipt so we can override the restriction and have the phone activated. He refused with the process and will file another BBB case.

In our review, the **** or serial number was tagged as restricted or inactive and no indications that the phone is being used.

If Mr. *********************** should still require assistance, she can contact ************** enter PIN ***** or *****. 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 1278551487.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/20/2023

Complaint: 20163587

I am rejecting this response because:
There is no resolution tracfone refuses to activate their product ******* will not respond to get me the info requested I would like them to send me a replacement and I mail them the other one back even but Im screwed this is the second time tracfone have *** tthis. I paid over $509 for a phony and minutes before for my mom and they took the phone never sent a replacement I am not accepting to keep getting screwed by this company they can make it right they choose not to. Just read the complaints on line to the other customers they s**** like me I want a replacement or an activated phone I have been treated rude hung up by the receptionist and told the ceo no longer works for tracfone I want what I paid for I want to pay them $40 a month and am
puttong up with this c*** tracfone more then owes me for my time going in circles with them Im not racking for an iPhone cheapskates ***t even want to back up their own products
Sincerely,

***********************
Business Response
Date: 06/30/2023
Dear ***********************,

This is in response your rebuttal 06/21/23 regarding your Better Business Bureau complaint.

In order to better assist please upload a copy of the receipt on this complaint.
We attempted to contact you at ************ but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/03/2023

Complaint: 20163587

I am rejecting this response because: Tracfone has done nothing to activate their product regardless it is their product, I want a working phone, tracfone agents have made me spent hours and days of my time not to resolve the issue, the ONLY resolutions I will accept is 1. They activate my phone or 2. They give me another 5G phone and activate it, I will not back down this is the 3rd time tracfone has screwed me out of a phone, they can ****** to replace a phone - the last one they took and never replaced - I have been hung up on by their receptionist, told their CEO no longer works for tracfone, and told that every agent is just going to do the same thing, its time that they do something different and be responsible Im not asking for an iPhone or an expensive phone Im asking them to honor their product. They dont want to replace the phone thats all I want personally I think I deserve an upgrade for the h*** and hours and days of my time they have put me through, activate the phone or replace it those are the ONLY resolutions I will accept

Sincerely,

***********************
Customer Answer
Date: 07/05/2023
Complaint: 20163587

I am rejecting this response because: Tracfone has done nothing to activate their product regardless it is their product, I want a working phone, tracfone agents have made me spent hours and days of my time not to resolve the issue, the ONLY resolutions I will accept is 1. They activate my phone or 2. They give me another 5G phone and activate it, I will not back down this is the 3rd time tracfone has screwed me out of a phone, they can ****** to replace a phone - the last one they took and never replaced - I have been hung up on by their receptionist, told their CEO no longer works for tracfone, and told that every agent is just going to do the same thing, its time that they do something different and be responsible Im not asking for an iPhone or an expensive phone Im asking them to honor their product. They dont want to replace the phone thats all I want personally I think I deserve an upgrade for the h*** and hours and days of my time they have put me through, activate the phone or replace it those are the ONLY resolutions I will accept

Sincerely,

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

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

This is in response your rebuttal 07/03/23 regarding your Better Business Bureau complaint.

We are not able to properly assist unless we have a receipt. Please feel free to upload it to this complaint.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:06/08/2023
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.
On June 5th I purchased from tracfone minutes at the cost of $135.00, after I bought the minutes I turned my phone back on and it would not turn on, it wouldn't power up, I talked to a technician on line for quite awhile about the problem, and he could not figure it out, at the end of the conversation, he said another phone would be sent to me, as of today I have not received it ~ I talked with two customer service reps, and got absolutely nowhere, and they have no record of the conversations with this technician or of any promise to send me another phone it also seems they are not willing to refund my $135.00 ~ They have my money and I have no minutes and no phone!!
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 06/09/2023, regarding BBB case # ******** complaint.

Your complaint states that upon purchasing a Tracfone service plan your mobile device stopped working; after contacting technical support you were informed that you would receive a replacement device; in addition, due to not being able to use your phone, you requested a refund for the mentioned purchased service plan.

We have reviewed your account and our records indicate that the replacement phone requested was issued on 06/02/2023 as per ticket number ********** with tracking number 1Z7X28F00261899949 from *** which displayed it was delivered on 06/21/2023 to *********, **.

As per usage history we have confirmed the services were never used, therefore you do are eligible to receive the requested refund for the full amount paid. However, Tracfone Wireless customer account authentication policy adheres to strict security standards to protect its customers information; therefore any account changes must be authenticated.
We have attempted to contact you on 06/13/2023, 06/15/2023, 06/16/2023, 06/18/2023 and 06/21/2023 to the contact phone number provided to authenticate your account and process your refund with no success.

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.

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:06/08/2023
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.
Charge me an extra hundred dollars since January for changing my plan without my permission I had a family plan for four lines shared at the end of last year then for some reason in January they decided to start charging me an additional $95 and change and no one called to change it so they just change the bill accordingly themselves
Business Response
Date: 06/06/2023
Please review the attached document. Thank you.
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 5, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint alleges that Total Wireless is charging her an extra hundred dollar since January by changing her plan without her request.
We spoke with **************** on 6/20/2023 at **********. As per our conversation, we informed her that we cannot ***** her request for a refund due to usage found on her daughters account. We explained to her the reason of charge and corrected the issue by adding her daughters number back to her line.
Upon reviewing, Ms. ******* account we found out that her daughters phone number was removed from her main account and it stands as one separate account. In addition, a credit card payment was registered to automatically pay for a service monthly to her daughters phone number. With this, two plans were charged for her credit/debit card every month. We corrected this as per Ms. ******* request and her daughters phone number is now under her account. We declined her request for a refund since we found usage on her daughters phone number.

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 1278620690.

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

Sincerely,

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

Customer Answer
Date: 06/21/2023

Complaint: 20146472

I am rejecting this response because:
They told me they were charging me twice then came back and said I changed my plan which I did not and when I ask them to tell me when or who they could not because no one ever did change the phone plan. My daughter is 12 and has no clue how to go about doing such a thing let alone need to do that as yes she had phone we believed to be under the plan of $100 and yes there was usage because we had no reason not to have it. They also said they would refund me then I have not seen anything from them. I would understand if I had changed my phone plan but I did not so why would I feel that my daughter having a plan would be an issue if we have a family plan? I asked for the recording of my so called phone call that would have changed my plan and they never found one. Also what since would I make to change a 12 year olds number to a $95 bill and leave the rest of the family on the other plan? None of this makes since and I still havent received any compensation back like I was told.
Sincerely,

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

We do apologize for the inconvenience. On July 13, 2023, we provided a credit refund for $ ******. Please allow 3 to 5 business days to receive your credit to your account.
Your account is successfully enrolled in the 4 lines with 100 Gb of shared data.
All the above information has been provided, so we will consider this matter closed.
Thank you for choosing Tracfone Wireless.

Sincerely,

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:06/08/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
started 6/6/2023 to activate new phone. had to purchase a plan and did so. called first after phone would not make/receive calls. went through first wave of "customer service" then was directed to tech support. was told receive call back but did not. could not fix!!!! day 2 repeated same .process for 3 hours. again was told a callback and was working on the problem. same outcome. day 3 exact same, NO CALLBACK. after repeating the menu did get through again. was told another 24 hours. asked for supervisor. was told could NOT transfer to supervisor. asked to take survey, and was told that they could NOT do that either!!! asked if i called back could i finish where i started i left off, and was told NO, i had to start over again. ive had bad customer service but first time ive experienced NO customer service, tired of companies saying they care about their customers and continue to lie!!! my SO-CALLED TICKET #********** whatever that was supposed to prove i still dont know????
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 08, 2023, regarding BBB Case number ******** complaint.
Mr. ******** complaint states he activated the phone on 06/06/2023 and purchased a service plan. Unfortunately the phone did not work cannot make and received calls. He called Tracfone and directed to tech support after the entire troubleshooting was made the phone did not worked and was scheduled for a courtesy call back. For 2 days this he repeated the same process almost 3 hours and yet the phone was not working therefore they set up another callback. On the 3rd day no callback, repeating the same process phone did not work and was being told that it will take up to 24 hours. He asked for supervisor to spoke with his issue however the call cannot be transfer. In addition he asked for the survey to take unfortunately the assisting agent told her that they could do it either. Lastly he asked if he can call us back and try to continue where they left off however, he was informed that he had to start over. He has a very bad customer service experienced with ********************** first time he received no for the customer service, and tired of companies saying they care about their customers but it was a lie. He have a ticket # **********.
Upon further review, Mr. ******** Tracfone account is inactive in our system. Given that the account was inactive we were able to verify the ticket # ********** as per record shows that the ticket was escalation for phone upgrade errors. It also shows that port in ticket was created on his account with reference ticket number1278336513.

****************** was contacted at phone number ************ and email ****************** on 06/13/2023, but we failed to get hold of him. And on 06/13/203 we received and email response about his new contact number ************ that he preferred to be contacted. Furthermore, we attempted to contact him at his new phone number ************ on 06/15/2023, 06/16/2023, 06/19/2023but, we failed to reach him. On 06/22/2023 we briefly spoke with him about his issue as per conversations that his phone was already working but he cannot log in to his my account while trying to provide an assistance regarding with his issue the call was disconnected. We tried to call him back after we got disconnected however, our call routed to a voicemail. Thus, we were be able to leave a voicemail and also sent him an email.

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 1278608511.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless, Inc.

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

Complaint: 20161195

I am rejecting this response because: after several phone calls phone finally got activated after payment but still cannot access account through website. tried sending reset for password and nothing has worked. dont know if and when to make a payment, cant check status or balance on site or app on phone. did not here anything on solution or free service for inconvience. completely frustrated.

Sincerely,

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

This is in response to the June 23, 2023 , rebuttal to Better Business Bureau complaint # ********.

Thank You for the additional comments about the inability to access your My Account. A check of the number indicates that the number was port to another device, and is active and in use.

If you are still expediting an issue with access, please contact us below. We may need to open a system request to have the issue corrected.

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

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 07/19/2023

Complaint: 20161195

I am rejecting this response because:even though they corrected the number and access, i feel i should receive a credit for waiting so long.

Sincerely,

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

This is in response to the July 19, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank You for the additional comments about the inability to access your My Account. An additional 14 days of service was added to the account as a courtesy. The new Service End Date is 9/22/2023.

We appreciate your continued us of our service.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:06/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 24, I returned a BAD phone I had just purchased. They said they would get a new one to me within 3-5 business days of the phone being returned. Attached is proof of my phone being returned. Many times, I contacted them regarding this and have many ticket numbers on the subject. Each time they said 3-5 business days again. They have caused me to lose my phone number now and I will be suing them in civil court soon regarding that. As you can see, they rejected my review telling the truth on this issue. If necessary, I will share the recordings of all calls. This has been a huge hassle and very financially detrimental to lose my phone number because I had no phone to activate. I highly suggest all people considering TracFone which is also Straight Talk find a different company.
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 06/08/23, regarding BBB Case number ******** complaint.
Your complaint states that you returned a phone that you just purchased because it was faulty; you were told that you would receive the replacement in 3 5 business days but, it is been almost 2 months and you have not receive it. Therefore, you want a refund for the phone as you are no longer interested on the replacement device.

Your account has been reviewed and a replacement request was issued for your damaged phone on 04/24/23 per ******************* Ticket # **********. Our warehouse records indicate that we received your damaged phone on 04/26/23.

Upon receiving your phone, our records indicate that the replacement phone requested is out of stock. We apologize for any inconvenience this update may have cause to you, and we have updated Service Ticket # ********** on 06/13/23.

We spoke with you on 06/15/23 via phone number at ************; we discussed the status of the replacement phone. We confirmed receipt of the defective device in our warehouse. Per *** tracking number 1Z7X28F00252909454, we have confirmed that the replacement device was delivered on 06/14/23 at *************, **. Our records indicate that your account is active for phone number ending in **** and that the service plan is linked with the replacement phone based on the usage records. Also, we informed you that, as you received the replacement phone and the original device was purchased with a retailer, you are not eligible for a refund.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

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

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 06/16/2023

Complaint: 20158594

I am rejecting this response because:

The only reason you bothered to send me a phone was because you were reported to the BBB. You already spoke to me and KNEW I changed phone companies and no longer wanted the phone you couldn't be bothered to send me after me wasting countless hours talking to robotic customer service representatives reading from scripts. Your absolute incompetence and customer negligence, including theft needs to be professionally addressed. You do not deliver anything promised. I highly suggest customers review them everywhere and also ask BBB why their rating is so high without ANY GOOD feedback able to be found anywhere. I HIGHLY SUGGEST TO ANYBODY READING THIS THAT YOU TAKE THEM TO SMALL CLAIMS COURT AND REPORT THEM TO THE ***** ATTORNEY'S OFFICE FOR BUSINESS RELATED FRAUD when such things take place. They need to be held accountable. Any attorney interested in a class action lawsuit would do well with this. It is a highly provable case. SEE YOU IN COURT!

Sincerely,

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

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