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.
809 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:06/06/2023
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 entire town has been having issues with *************** since last fall(2022) everyone is having service interruptions, Our phones go into SOS mode( even while sitting at home and we do not live in a desolate area). So just tonight my phone went into SOS mode, and I finally called ******* to try and resolve the issue, the first guy I spoke to was the most rude person I have ever encountered. I kept explaining my issue and he just kept telling me to restart the phone, I told him multiple times that I did that already and it obviously had not helped as I am still having the issue. He would then go silent after telling him that and then repeat the same thing, it was like speaking to an automated robot. after several minutes of this back and forth I asked to speak to a manager/ supervisor as I didn't believe he was understanding the problem and for another several minutes just kept repeating to restart the device and then me asking to speak to anyone else, told me no because their trained on technical support- not the managers and then told me that he could not transfer me because he was not allowed to. I told him that he was not understanding my issue and I needed to speak to someone else one last time and he proceeded to hang up on me and then I immediately received a call from a blocked number which I was to scared to answer as this guy has my private and personal information in front of him. I called back to speak to someone about this and was given the same run-around, We're the problem, not them. The woman told me there's no way of finding out who I spoke to so I can file a report, which I do not believe at all, they must keep a record of that stuff. She did however tell me that my sim card( and the sim cards of my family and our entire town were the problem and not *******) I do have the second call on video. I'm flabbergasted at this 'customer support' ******* has. I will be advising as many people as I can to leave this company and go anywhere else.
Business Response
Date: 05/31/2023
This is in response to the complaint filed by ******************.
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 May 31, 2023 regarding BBB Case number ******** complaint.

Mr. ******** complaint states that he is having concern about the ******* of ******* that was always getting interruptions to his area. After being spoke with the representative and still got no help and wants to make employee to be more respectful to customers.

Upon review, the ****************** account is well provisioned no errors found and his area has a good network to our system. This *** cause within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact ******* and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. With this we need to speak to the customer to further assist with the concern.

We contacted ****************** multiple times via phone number ************ and email to ******************* on 6/08/2023, 6/09/2023, 6/13/2023, 6/15/2023 and 6/19/2023, but we failed to reach him and we were still waiting to hear from him.

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

Please refer to KANA reference number ******* or Ticket Number 1278360223.

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


Sincerely,

Executive *********************
Customer Answer
Date: 06/20/2023

Complaint: 20122292

I am rejecting this response because:
I called the company yesterday 06/19/2023 and they told me the number that was calling me was not affiliated with Total ********** so I was uncomfortable calling it back. However I called the number left in the BBB response and was given the same excuse, I was told I have to buy another *** card and if that doesnt work they will troubleshoot my device as he claims that is the issue. He confirmed the tower in my area is 5g/4g compatible and that I should have great service as they do not see any errors from my device to the tower and vise-versa.. However no matter how many times I try to explain to them that my entire town is having the same issue they continue to blame the issue on the *** cards or the device. They will not listen to my complaint. As for the rude employee that hung up on me and then called me from a blocked number- when I asked about that and if anything would be done about it he mumbled and said now that Ive called back someone will call me about it but then said the *** card will fix your issue not sure why he tried to ignore my questions in regards to a safety concern but I feel as though this company has no regard for their customers, and is just putting blame solely on them for the companys poor reception.
Sincerely,

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

This is in response to the June 13, 2023 June 20, 2023 , rebuttal to Better Business Bureau complaint # ********.

We apologize for any issues you have encountered with our services. A check of the account does confirm that the line is being used for talk text, and data.

The issue *** have been with the local equipment's, as you suggest, but at this point we do not have a way of verifying the issue. As a part of troubleshooting an issue we do contact the carrier to determine if there is an issue with the tower, which must be done with the customer on the line.

We are disappointed to learn of the experience that you had, and we would like to escalate this issue to management. The issue you encountered should have been addressed by the agents you spoke with. Agents are trained to address customer related issues, or can escalate the issue to the correct department. And agents go thru continuous 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, and to correct this issue.

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 Total ********** to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been calling TracFone close to a month about the where about of my phone? My phone got locked and I was told I would get a new phone but here I am today with no phone. The last time I called to ask about my phone these people made me get out of character. It takes a lot for me to snap on the phone but they asked me at least six security questions. Yes! You read correctly 6 security question. I had already answered two correctly and they just kept asking me stupid questions. Why would I be trying to steal someone else phone? I love my freedom not trying to go to jail over something stupid. I want my phone in working order or I want all my money back that I have paid for them having my phone and I don't. I am at the point I don't think I am getting my phone. It doesn't take that long to take care of the issue that I had and I want my phone or my money back for the time I have not been able to use my phone. I don't have money to give away to TracFone no matter how small of an amount they may think it is!!! Phone or money back one or the other.
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 06/06/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have been calling tracfone close to a month about where is your replacement phone, you were told that you would get a new phone but here you are with no phone, you want your phone in working order or you want all my money back that you have paid for them having your phone and you don't.

You have not responded to our attempts to contact you at phone number ************. You did not provide an alternate number, email address or account information. We searched our system by your name and contact number and we were unable to locate an account in our system,
we successfully receive your email that mentioned that your concern has been resolved

Please refer to the **mail or reference number ******* or 1278358617.

Thank you for choosing Tracfone wireless.
Initial Complaint
Date:06/05/2023
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.
After checking compatibility with my device I purchased a starter kit and $25 phone plan for Tracfone from ******** Since I couldn't get the sim to work I ended up calling customer service. My call was eventually escalated to a manager. After several attempts to fix the problem I was told that it happens very frequently that ******* Galaxy phones are not able to connect. The manager said it's a problem with the ******* network that Tracfone operates on. My question why my phone is being listed as compatible when these problems exist remained unanswered. When I asked for my money back ($37 and change) he told me those purchased are non-refundable and it wasn't Tracfone's fault that my device doesn't work with their sim.In my opinion it is at minimum false advertisement when devices are being listed as compatible when they are not, if not even fraud.I would like my money back and for tracfone to update their system, so no more people fall victim to such false information.
Business Response
Date: 06/19/2023
Dear Ms. ********************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/06/2023, regarding BBB Case number ******** complaint.

Your complaint states that after verifying if your device was compatible with our network, you purchased a *** Kit in order to activate it along with an airtime card; however, after activating your phone, it did not work; you were then informed that we are experiencing issues with these type of ******* devices, therefore, you would like to be refunded for the total amount of $37.

We reviewed your account and determinate that is well provisioned in our end, consequently, the issue may be indeed, related to your phone.

As per our terms and conditions: TracFone airtime has no cash value and is non-refundable. TracFone Airtime Cards, airtime rate plans, and card denominations are subject to change without prior notice nevertheless, as a one-time courtesy, we were able to process a manual refund only if you could send the *** Package to our warehouse.

We attempted to reach you multiple times via phone at ************ and e-mails were sent to ************************* although we were unable to speak with you, we received multiple e-mails responses from you stating that you no longer have access to the *** package as you threw it away. We let you know that in that case, no refund could be processed and offered 30 days of free service on any line that you may have active with us; however, you rejected our offer.

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

Please refer to email reference number ******* or 1278497211. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Initial Complaint
Date:06/05/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone purchased from HSN ********** order number ******* Galaxy A23 6.6" HD+ 64GB 5G Tracfone with **** Min/Text/Data phone is not working and was told that tracfone is responsible. Called tracfone 5 times . Went through troubleshooting and the Tap to talk messaging on the phone does not function . I informed them it is still under warranty and everyone I spoke to even the supervisor said they will not send a replacement. Warranty is a year and it is 3 months old. $1/2 hours with 4 different people. HSN will not accept any responsibility.
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 05, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a Tracfone phone from HSN, order number ********** for a ******* Galaxy A23 6.6" HD+ 64GB 5G Tracfone with ***** minutes, Text and Data.   The phone is not working and you were advised from HSN that Tracfone is responsible for it. You called and went through troubleshooting and the Tap to talk messaging on the phone does not function. You informed Tracfone it is still under warranty and you were told the device cannot be replaced.
         We checked the account and we found the phone and service active and connecting properly to our network, we were able to see usage for voice, text and data every day, which means the service is working properly.
          On 06/08/2023 we spoke with you and you stated that you cannot send voice messages via messenger Application, because the microphone button does not work. You were educated that this is not a device issue, instead, this is the application issue, and we suggested to un-install the App and then re-installed. After that, you called customer service and the ticket # ********** was created to replace your phone, the shipment of the phone still on hold status, because you must return the defective phone first. The label will be emailed today 06/19/2023 to return the defective phone without no cost.
We have attempted to reach you multiple times via phone ********** and ********** and via email ******************* on 06/08/2023, 06/12/2023, 06/14/2023, 06/15/2023 and 06/19/2023; however, you have failed to respond our emails. We will continue making a follow up on the shipping process, till you receive your phone.
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 ******* and Ticket Number 1278357487. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

                                     Sincerely,
Initial Complaint
Date:06/05/2023
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 purchased a phone on the website, I contacted the company to ask for status of my order, only to be told the phone is not available and their are no refunds.
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 05, 2023, regarding BBB case # ******** complaint.

Your complaint states that you purchased a phone on the website, you contacted the company to ask for the status of your order, and you were told the phone was not available and you did not receive a refund.
Upon reviewing your account our records indicate that the phone you ordered was out of stock. We apologize for any inconvenience this delay may have caused to you, and once the item was available, we immediately started the shipment of your order.

We found your order # ********* successfully placed in our web site on 06/01/2023 for the amount of $ *****. The order was shipped out with the tracking # 1Z7X29A90277064744 from **** and it was delivered to your address on 06/12/2023, left at your front door. The refund does not apply because the items were delivered and received.

We have attempted to reach you multiple times via phone ********** and via email ****************** on 06/08/2023, 06/11/2023, 06/12/2023, 06/14/2023 and 06/18/2023, however, you have failed to respond our calls; however, we received an email response from you on 06/18/2023 in which you confirmed that you received the phone.

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 1278361110. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 06/20/2023

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:06/05/2023
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.
I switch my phone service to Straight Talk from another cellular provider. I purchased the Gold Unlimited Plan for 2 lines and activated 2 phones on the account. I refilled the plan and Straight Talk has verified that they received full payment on 5/23/203 - two weeks before expiry of the initial plan purchase. Today, 06/05/23, one of my lines was deactivated. I called support and they admitted that they had received payment in advance of the expiry, they apologized for not giving me information required to continue service for the 2nd line (without telling me what that information was?), they advised that they would not activate this line, nor would they issue a refund. I asked repeatedly what I must do to get this line (my wifes phone) working - and received no answer. I asked to speak to a supervisor and they refused and hung up on me. This does not seem to be a trustworthy company - and they offer absolutely no customer service support.
Business Response
Date: 06/12/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/05/2023, regarding BBB Case number ******** complaint.
Your complaint states that you activated two phone lines with Straight Talk Wireless with a dual plan; however, one of the lines was deactivated. Upon contacting customer service you were informed that the payment was approved in our system, yet you were advised to add more service to it in order to receive the benefits.

We reviewed your account and confirmed that a delayed activation was generated on the phone line with phone number ending **** due to an unexpected error. We apologize for the recent issues that you may have experienced with their Straight Talk Wireless service. We issued the airtime to the account for the phone number ending in **** on 06/08/23. The account usage records indicate the device is working properly.

We have contacted you on 06/09/2023, via phone number ************ and you informed your concern has been successfully addressed and expressed the multiple difficulties you experienced with our customer service team during this process.

We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

If you still require assistance, you 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 1278414169.

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

Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:06/05/2023
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.
On May 3rd, 2023 I purchased an Orbic Magic 5G. The phone arrived May 8th and I activated it on May 9th. Subsequently I realized the phone was defective as I could not hear the person calling unless the phone was on "speaker mode". I called ************ and talked to a representative who issued me a ticket #********** and a *** return label to send the defective phone to Tracfone in ********, **. I returned the phone May 16th and it arrived in ** May 23rd. The ticket # indicated "Your exchange is being reprocessed. You should receive your replacement phone within 3-5 days". May 28th I chatted with ***** who updated my and I should receive my phone within 3-5 days. May 30th chatted with *******. Same answer. May 30th called ************ and talked to a representative who was to notify the warehouse. June 1st chatted with representative. Same answer. June 2nd talked to a representative. Same answer. They all say I need to wait for a tracking #. Still no indication a replacement is coming. June 2nd sent an email to ************************************************* Received a reply that indicated "We already updated your ticket to make sure that our warehouse will be able to release your replacement phone. Rest assured, you will have it in 3 to 5 business days". Called *********************. Talked to rep who gave me the same story as above. To date no indication anything is being sent. I have not had a phone since May 16th. I have to borrow a phone to talk to anyone. I have medical issues and not having a phone could be life threatening.
Business Response
Date: 06/19/2023
Dear Mr. ****************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/05/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a new device and after activating it, it did not work, therefore, you contacted customer care and were advised to return the phone with a label sent to you and were informed that you would receive the new phone within 3-5 business days; however, you did not receive it.

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 his damaged phone on 5/15/23 per **********.

Upon receiving your device we sent you a replacement phone per 1ZY870930200219652 tracking number on 5/15/23. Our records indicate that the replacement phone was returned to our warehouse on 6/15/23 to **********, *******. The address used for shipping the replacement device to you was provided by you over the phone; however, an in-depth review indicates that the device was delivered to the incorrect address, because the street number was incorrect.

We ask that our customers maintain their account information current and accurate in our system, including email address and mailing address. Discrepancies in customer account information can cause delays in important account status communications and shipping information.

You contacted customer care and updated your mailing address and the service ticket was updated. Based on the updated information we re-issued a replacement device on 6/11/23 per *** 1ZY870930200221158 tracking number. Our records indicate that you received the replacement phone at the correct address on 6/15/23.

We attempted to contact you at phone number ************ and e-mails were sent to ************************** on 6/11/23, 6/12/23, 6/13/23, /15/23 with no success. We received an e-mail response from you requesting to be contacted at 7AM pacific time and that although you received the new phone id did not work properly and could not be activate it with your old phone number. On 6/19/23 we were able to speak with you and requested the **** for your new device in order to re-assign the phone number to your new phone; nevertheless, you stated that this new device is also defective, that you will discontinue service with us once the billing cycle ends and released the call.

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

Please refer to email reference number ******* or 1278503246. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Customer Answer
Date: 06/20/2023

Complaint: 20144005

I am rejecting this response because: Replacement phone was finally sent on 6/7/2023 (not 5/15/2023), but was sent to 841 Holland, San ***********************, ** *****. The address I provided was *************************************************************; *****. I repeated this address 4-5 times. The agent interpreted the address as *******************************; *****. The agents do not confirm addresses over the phone or in emails. June 7 and 8 I sent 3 emails telling them the address they sent it to was incorrect. Finally received another phone on June 16th. This phone is also defective as the inbound and outbound voice does not work. Same as the original phone. Activated phone but could not transport my phone # and service. Tracfone said your phone # is no longer available. They issued me a new phone # and a service plan that is different from what I purchased. I would like a refund of the $199.00 I paid.I was without a phone for over a month.

Sincerely,

*************************
Business Response
Date: 07/17/2023
Dear *************************,

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

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

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

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

Thank you for choosing TracFone Wireless.

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

Complaint: 20144005

I am rejecting this response because: They apparently tried to reach me by phone. I do not have a phone # they can call as they gave away the phone # I have had for many years. Talking to me over the phone will not change what has taken place. They gave away my phone #, gave me defective phone twice, accused me of giving them an incorrect address, left me without a phone for a month, gave me service contract that is different than the one I purchased. They even left a voice mail twice to a phone that was defective and sent back. Why would I want to continue doing business after all that? I an due a refund of $199 which is what I paid for the defective phone and service plan. When they return my $199 this case will be closed.

Sincerely,

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

We do apologize for the inconvenience. Many attempts have been made to contact you via phone but unsuccessful in reaching you.
The system indicates that a replacement device has been sent to you with warranty exchange *********** and delivered to you via *** with tracking number 1ZY870930200221158.

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

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

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

Thank you for choosing TracFone Wireless.

Sincerely,
*************************
Tracfone Wireless, Inc.
BBB Specialist

Customer Answer
Date: 07/25/2023

Complaint: 20144005

I am rejecting this response because: Tracfone asked for a phone # and a time they could contact me. On July 19th I replied to Tracfone's email with a phone # and when I would be available. I did not receive a call. The replacement phone they sent was received but is also defective as the audio in and out does not work as mentioned in previous responses. My reply to Tracfone is to refund my $199 as the phone is defective and the service plan is not what I paid for.

Sincerely,

*************************
Business Response
Date: 07/26/2023
Dear *************************,

We do apologize for the inconvenience. Many attempts have been made to contact you via phone but unsuccessful in reaching you.
The system indicates that a replacement device has been sent to you with warranty exchange *********** and delivered to you via *** with tracking number 1ZY870930200221158.

Based on the information provided a refund is requested concerning an order that was made online.
What is the order number? If a device was returned,please provide me with the return tracking number.

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

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

Thank you for choosing TracFone Wireless.

Sincerely,
*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 07/29/2023

Complaint: 20144005

I am rejecting this response because: I have not received a refund. I gave Tracfone the order # for a phone which was free if I purchased a service plan for $199. The second defective phone has not been returned as I have not been issued a return ticket. As the phone was free it should not affect the refund for the service plan which I can't use because I don't have a phone that works.

Sincerely,

*************************
Business Response
Date: 08/01/2023
Dear *************************,

On August 1, 2023, we processed a credit for an amount of $203.43 concerning order number 107034794.
Please allow 3 to 5 business days to receive it to your account.

Thank you for choosing TracFone Wireless.

Sincerely,
*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/04/2023

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:06/04/2023
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.
bought a phone and tried to activate it on june 4th 2023 using my friends referral code so that he could make 5 thousand bonus rewards points as per tracfones website and that i can have rewards points as well as per tracfones site...i called to activate the phone and gave the referral code to the manager, after he activated the phone he said hes sorry but u have to give the code when buying the phone not when activating it. that is not what the website says. i called back and spoke to 2 other managers and they both said that the first person was wrong and the points r when u join rewards program,however since he activated it already its too late...that is ridiculous policy that if their own manager messed me up that theres no way they can help me...i spent a frustratingly long time on the phone trying to get help but its like talking to a wall.i ended up losing the points,and i feel cheated...btw this is the second time something like this happened to me w tracfone...they r terribly dreadful w customer service and never help u when their own employees r unclear on their own policy
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 06/05/2023, regarding BBB Case number ******** complaint.

Your complaint states that you bought a phone and tried to activate it on June 4th 2023 using your friends referral code so that he could make 5 thousand bonus rewards points as per TracFone's website and that you can have rewards points as well as per TracFones web site.

You have not responded to our attempts to contact you at phone number ************. You did not provide an alternate number, email address or account information. We searched our system by your name and contact number and we were unable to locate an account in our system.

It is required to speak with you to determine the reason why you were experiencing this inconvenience.

Please refer to the **mail or reference number ******* or 1278239217.

Thank you for choosing Tracfone wireless.
Customer Answer
Date: 06/14/2023

Complaint: 20142648

I am rejecting this response because:i actually called tracfone, referenced the bbb complaint, and spoke to 2 different representatives abt it...both were extremely unhelpful and one was downright nasty. they both said they cant help me cuz the system doesnt allow it..its an absolute disgrace that their representative messed me up and they refuse to take responsibility..its ridiculous that they claim that theres nothing they can do abt it...what kind of company has their employee make a mistake and then refuses to help!?!? Even more galling is the fact that they wasted my time by emailing me in response to the bbb complaint when they had no intention of even trying to help me....Then the employee had the temerity to say to me well if u dont like the resolution i cant help u...his idea of a resolution was to say too bad on u and i just cant help u. ....now they keep on calling me but i dont try again cuz i assume ill get the same response from them again...its shameful behavior from them.

Sincerely,

*********************************
Business Response
Date: 06/20/2023
Dear *********************************,

This is in response your rebuttal 06/14/23 regarding your Better Business Bureau complaint.

In order to better assist please confirm your device IMEI number. In addition, please indicate the phone numbers of the referred individuals
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: 06/25/2023

Complaint: 20142648

I am rejecting this response because:
after receiving the latest message i sent over the info they requested via email that day (the imei number and the phone number) and still have received no response... this foot dragging is ridiculous. it really is from the most dreadful customer service possible. thank u to the ********************** for at least trying to deal w this impossible company.
Sincerely,

*********************************
Business Response
Date: 06/29/2023
Dear *********************************,

This is in response your rebuttal 06/27/23 regarding your Better Business Bureau complaint.

In order to expedite your request please indicate IMEI number on this complaint. In addition, please indicate the phone numbers of the referred individuals. I did not receive any email with your information.
We attempted to contact you at ************ on 6/29/23 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: 07/06/2023

Complaint: 20142648

I am rejecting this response because:
i called the number of the specialist that emailed u the response and asked me to get in touch w her 3 times on 3 separate days and left her a voicemail each time, once w the details she requested,and 2 other times w my number asking her to call back...she never responded or called me back..in addition i emailed her the details she requested,and once again no response or help was forthcoming...this is honestly ridiculous,i shouldnt have to be chasing them when they blatantly messed up.this is from the worst companies to deal with,their customer swervice is non existent
Sincerely,

*********************************
Customer Answer
Date: 07/07/2023
ID ********
hi the imei is *************** and the referred phone # is **********. thank u very much!
Business Response
Date: 07/11/2023
Dear *********************************,

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

The device IMEI # *************** is not activated. Please confirm your current IMEI number and the phone number of the referred customer.

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: 07/12/2023

Complaint: 20142648

I am rejecting this response because:

The device IMEI # *************** is actually activated and that phone number is **********, idk y u wrote it isnt activated.... however if i didnt understand u and u want the imei number of the phone number that was referred,,,meaning my number that is supposed to get the **** points cuz i referred someone else, then my imei number is 35 ****** ****** 3 thanks
Sincerely,

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

This is in response your rebuttal 07/24/23 regarding your Better Business Bureau complaint.

Research indicates that on 7/21/23 **** reward points was added to the account IMEI # *************** the points will be available on 9/19/23 due to the cooling period.

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: 08/01/2023

Complaint: 20142648

I am rejecting this response because:
those rewards points r because on that day a different friend i referred used my referral code ... this has nothing to do w my complaint which is abt a different friend who used my referral code a couple of months ago. seriously its a little brazen of tracfone to make believe they actually resolved the issue and added points when they have done nothing abt it for weeks.
Sincerely,

*********************************
Initial Complaint
Date:06/04/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have previously filed a complaint and was assured by the company they had taken care of all my problems. I had to purchase a new phone due to my old phone being damaged beyond repair. At the time I had a balance of ****** talk, **** text, **** data. I had problems getting service to new phone (had to purchase 3 before that problem was fixed). I had requested my balance be sent to new phone. They assured me that would happen but today when looking at my balance, they DID NOT send my balances to the new phone. My request is to get my full balances sent to my account and 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 June 5, 2023, regarding BBB Case number: ******** complaint.

************** complaint states that she would like to transfer her full balance (****** talk, **** text and **** GB data) transferred to the new phone. Since she was unable to get service on the new phone, she stated that she had to purchase three new phones due to her old phone being damaged beyond repair.

In reviewing ************** account, our records show that there are 749 minutes remaining on her old phone which was successfully transferred to the new device. Since ************** claimed to have more minutes than our records, we need to speak with her to gather more information and assist her accordingly.

We spoke with ************** on 6/14/2023, at ************ but she requested to be called back on 6/19/2023 when she is available. Follow up attempts were made to contact ************** via phone number ************ and e-mail ***************** on 6/19/2023, but we have not been able to reach her. Thus, we need to speak to her directly to gather additional information regarding her claim.

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 the Ticket Number 1278340090.

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: 06/21/2023

Complaint: 20142426

I am rejecting this response because: I have responded to their emails. Also on June 20, the phone range twice and stopped. They did not leave a message and I replied to their email on June 20, 2023. Also, when Tracfone calls I have to ask couple of times if they could speak louder, which really does not help. In the first of my complaints I repeatedly ask them to add my balance to the new phone and they said they would, but DID NOT. The last time I spoke with someone she needed to call another department for assistance and could not reach that person or department. There is always some problem they have in trying to transfer balance. So, I prefer now that they refund me my balance that I had prior to having to get a new phone. If it is so hard to get the transfer to new phone, then I prefer a monetary refund and solve the problem.

Sincerely,

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

We do apologize the inconvenience. On July 11, 2023,we added ******* talk minutes, **** text minutes, and ********* GB of data to phone number (***)********.

Your service end date is November 3, 2023.

All the above information has been provided, so we will consider this matter closed.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 07/11/2023

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:06/04/2023
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.
Company refuses to give me my transfer pin # I am now suffering civil damages due to not being able to have my number I paid to have. I verified everything on my account but company refuses to also create alternate options for its customers if lost or if phone gotten stolen. This is my warning before I take this case further. I dont have another phone of straight talk wireless to give me my pin but I verified and authenticated everything on my account and company and its representatives refuse to give me my transfer pin for my personal property (phone number) I paid for. I purchased new phone and need pin from previous phone carrier and they are refusing to give it. I just want my number.
Business Response
Date: 06/14/2023
Dear ***********************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/04/23, regarding BBB Case number ******** complaint.
Your complaint states that we refuse to give you your transfer pin number and that we were unable to authenticate your account.
Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers information. Any changes to an account must be authenticated.
Our records show that your phone number ending in **** was successfully released on 06/09/23. Port Reference Ticket No 1278402981
We attempted to contact you via phone number at ************ and email was sent to ************************ on 06/06/23, 06/07/23, 06/08/23, 06/10/23 and 06/13/23 however, we were unable to speak with you and you have not responded to our emails.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or 1278247759.
Thank you for choosing Straight Talk Wireless.

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