Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

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:06/04/2023

  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.

  Ive been a customer of ********************** for ** years, keeping the same cell phone number active each year with 1-year paid plans continually and managed to build up thousands of minutes and texts that I keep rolling over to the following year. Suddenly I noticed my balances were all zero but the cell phone kept working so I ignored the zero balances for a couple months because busy then when I call tracfone to inquire on zero balances they tell me to restart phone and call back. Then nothing worked and customer service says nothing they can do because balances are zero. They do not keep records of month to month balance to see any history. I lost thousands of texts and minutes. No doubt error on tracfone part, perhaps intentional? **************** is no help and they wont forward me to manager higher level. I noticed many customers have had the same problem happen to them, from sites such as hissingkitty.com. Tracfone customer service has gone down to horrible and they dont want to see the screen shots proof that I have. Their web site log in of my account shows no history and customer support cannot see balances from previous months. Likely by design to help companys bottom line. Terrible business.

  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 06/04/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been a Tracfone customer for 20 years keeping the same cell phone number suddenly you noticed that your balances were all zero so you ignored the zero balances for a couple months because you were busy, then you call Tracfone to inquire on zero balances they tell me to restart phone and call back. Then nothing worked and customer service says nothing they can do because balances are zero. They do not keep records of month to month balance to see any history; you lost thousands of texts and minutes.
  
  After further investigation we were able to verify that your account is active and well provisioned also we found that you have a lot of minutes and text on your balance account, in addition we found recently usage for all of the feature.
  
  We have attempted to reach you multiple times via phone at ************ and via email ********************* on 06/06/23, 06/07/23, 06/08/23, 06/09/23 and 06/13/23 however, we were unable to speak with you and you not responded to our emails.
  
  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 **********.
          
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone wireless.
  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20140912
  
  I am rejecting this response for several reasons:

  1.  Tracfone did not try to call me on my cell ************ because when I look at my recent calls I see nothing from them.  When I look at my texts, I see nothing from them.  I have my cell phone with me for a few hours each day and I did not get any calls from them.

  2.  Tracfone did not email me *********************** because I check my emails and just did a search for tracfone and those reference numbers too.

  3.  Tracfone claims my status is good but thats only because I purchased additional time recently, not because they made right on the wrong they did.

  4.  They did not address the root cause of the problem, which is the fact that they do not keep records of the users monthly totals, from month to month.   ************ and AT&T can give you a status of your activity from months ago, why cant tracfone keep simple records showing user minutes & text totals from one month to the next?  Im not talking details, just an overview , for example I had **** minutes and **** texts at the end of April, then I had **** minutes and **** texts at the end of May, then I had x** at the end of June, etc.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/11/2023

  Dear ***********************,
  
  This is in response your rebuttal 07/07/23 regarding your Better Business Bureau complaint.
  
  In order to better assist please indicate the number of minutes, data and texts that was missing.
  
  
  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:06/03/2023

  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 Complaint and request for refund of $203.43 On May 29th my phone in the morning was working effectively until 3 hours later. I went to use my cell phone and I was unable to receive voicemail, text and no outgoing or incoming phone calls. After going online to your website and spending 1 hour and getting nowhere, I called Tracfone and spent over 2 days,about 5 hours talking and trying to understand people who hardly speak English and hard to communicate with. I got nowhere and all my photos and contacts where wiped clear by Tracfone. This is unaccdeptable and devestating that years of photos had been deleated in a split second by your people. You were unable to fix any problems with my phone and caused me to have to purchase a new phone and carrier. Also, I purchased on April 6, 2023 a new 365 day airtime card for $203.43 with a plan that is good until May 14, ****. I cannot use these minutes, texts or data and I want a reimbursement of $203.43 or I am taking you to the BBB or small claims court. I look forward to your quick reply.*********,*******************

  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 06/04/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have experienced service issues and the phone stopped working on 05/29/2023. Upon contacting customer service team the issue was not resolved; therefore you are requesting a Refund for the year of service plan that it was added to your account and could not use.
  
  We contacted you on 06/11/2023 and you confirmed that the requested number ending in **** to be released to another service provider. Our records show that the phone number was successfully released on 06/01/2023. Port Reference Ticket No.**********.
  
  As airtime minutes and service plans are non-refundable but can be transferred to another device we added the year plan to the secondary account listed on your husbands account with the phone number ending in ****. ******************* Ticket No. **********.
          
  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 **********.

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

  
  Thank you for choosing Tracfone Wireless.
  

• Initial Complaint

  Date:06/03/2023

  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.

  Issue- Tracfone has yet to send a replacement phone for the broken one returned to them at the end of March 2023; all calls to customer service have been ineffective. Details:- Long-held (pre-2010) tracfone with stopped working 2/2023, phone was completely dead.- After multiple calls to customer service and opening ticket number **********, Tracfone mailed *** prepaid label to me to return broken phone prior to sending the replacement.- Box with broken phone and its charger was dropped off at *** store #**** on 3/29/23 tracking #1Z 698 0XX ************, sent to Tracfone returns location in TN.- Have contacted Tracfone customer service multiple times in the last two months. No one can provide a status update on when a replacement phone may arrive. The last contact was with the chat feature where I was promised someone would call back within 15 minutesno call was received.- Account will expire this month (June). I had added 90 service days already in March, though I have had no working phone for nearly five months. The account for this phone had well over **** minutes of airtime.Desired outcomes-A) Getting a replacement phone ASAP, getting it activated with all the minutes due to me and getting a month of service before having to add more airtime/extend service date.B) If not able to get a phone, get reimbursed for the phone (an Orbic flip phone) and the last airtime card ($20) since I didnt get any service- also, have Tracfone release this phone number so I can go elsewhere for phone service.Thank you very much for any help you can provide.

  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 4, 2023, regarding BBB case # ******** complaint.
  Your complaint states that you returned a defective phone at the end of March 2023; however, you have not received your replacement device yet and no one has provided you status update on when the replacement phone may arrive.
  
  We have reviewed your account and our warehouse records indicate that we received your damaged phone on 04/03/2023. In addition, our files indicate that the replacement phone is out of stock. Therefore, we spoke with you on 06/06/2023 via phone number ************; we discussed the status of the replacement phone; we confirmed receipt of the defective device in our warehouse and you accepted to receive a comparable device. We apologize for any inconvenience this information may have caused you and we have updated the request on the same date; as per Ticket Reference No. 1271939479
  
  We spoke with you again on 06/16/2023 and let you know that the phone request was still in process and we would call you once we have updates. On 06/20/2023 we told you to please allow within 24 to 48 hours for receipt of the replacement phone, in addition, we informed you that we are going to provide you the ninety (90) days of service that you purchased in March and were not able to use.
  
  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 Tracfone Wireless.
  

  Customer Answer

  Date: 06/30/2023

   
  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.  
  

  I received several follow up calls from Tracfone, and a replacement phone was sent to me.  The phone activation was difficult and after 3 failed attempts through the routine customer service channels, I used the phone number provided in Tracfones response to me through the BBB.  With two effective calls, the phone service has now been restored with the promised service time and even extra minutes that I did not request.  Wonderful- thank you very much!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/03/2023

  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 phone service has locked my phone this phone was bought by me and unlocked before I started using there month to month service they told me that they used to use Tmobile towers and about Christmas of last year they changed there service to use Verision towers and now they can not unlock my phone they have bricked my phone I have alot of money invested in this phone and im very mad with these people and they are not helping me at all I done filled out a complaint on FCC website just today and I am fixing to hire a lawyer to seek damages

  Business Response

  Date: 06/15/2023

  Dear ***********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 04, 2023, regarding BBB case # ******** complaint.

  
  Your complaint states that your phone service provider has locked your phone and this phone was purchased by you and unlocked before you started using it month to month.  Tracfone told you that we used ******** towers and about Christmas of last year we changed our service to use ******* towers and now we cannot unlock your phone.  You want your phone unlocked or you want to be paid in full for all the problems Tracfone have caused you. 
  We searched our system by using your name, address and contact number and we were unable to locate an account in our system.  In order to provide the best resolution, we need to talk with you to get the **** number or the phone number for the device you want to unlock.
  
  We have attempted to reach you multiple times via phone ********** and via email *********************** on 06/06/2023, 06/07/2023, 06/08/2023, 06/11/2023 and 06/14/2023, however, you have failed to respond our emails.

  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

  
  Please refer to email reference number ******* or Ticket Number 1278236322.  Based upon the foregoing, we will close this matter unless we hear from you.

  Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  
  
   Tracfone Wireless Inc.
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/03/2023

  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 a new phone from Tracfone on May 12, 2023 as well as a month's service on May 17, 2023. When I activated the phone and service, I tried to set the *** card lock through a Tracfone representative (I had not previously set the *** card lock). The phone was locked after unsuccessful tries to lock the *** card, and the representative told me to remove the *** card so that I could read it. While trying to do this, I lost the *** card.I tried to replace the *** card, and as a security measure, the representative(s) asked for my previous calls using the phone. I correctly provided the only two calls I had made from that phone, and the representative said these were not the correct numbers. I tried numerous times with different representatives with the same two numbers, and they all said they were incorrect. Furthermore, the Tracfone representatives said there was no other way to verify my identity to deactivate the *** card and the account.The only people Tracfone is protecting are potential thieves of my *** card and account. It seems irresponsible for a company to not provide an alternate way to verify the true owner of the phone and account. It may be that thieves were calling with my phone number, thus making the call information I provided to Tracfone incorrect.

  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 06/04/2023, regarding BBB Case number ******** complaint.                                        
  Your complaint states that you purchased a phone and a service plan and after activating it you tried to set the *** cad lock with no success and when you removed the *** from the device you lost it. Therefore, you purchased a new *** card but you could not activate it as you could not validate the account.    
  As per investigation, your account is active and well provisioned in our system. Tracfone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Thus, it is required to speak with you in order to proceed with your request.   
  We have attempted to contact you multiple times via phone at ************ and an email was sent to **************** on 06/06/2023, 06/07/2023, 06/011/2023, 06/12/2023 and 06/15/2023; nevertheless, you replied to our emails providing more information of your concern but we could not speak with you to validate the account.  
  If you need more assistance, contact our ************* at ************** and enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est. and an agent will be able to assist.  
  Please refer to the email reference number ******* or **********.  
  Based upon the foregoing, we will close this matter unless we hear from you. 
  Thank you for choosing Tracfone Wireless.          

  
  

• Initial Complaint

  Date:06/03/2023

  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.

  Under their posted policy Tracfone DBA StraightTalk is obligated to unlocke my iHohine 13 NOW. I have had phone # ************ since 2015 or so on Tracfone DBA StraightTalk. I moved that phone number to an iPhone 13 purchased and fully paid on or about June 15, 2022 Using ************ I put the iPhone 13 into service using Tracfone DBA StraightTalk on or about August 12, 2022 consecutively until on or about May 31, 2023. I attempted to transfer my phone # and iPhone 13 to *************** on May 30, 2023 only to find Straighttalk/tracfone failed to unlock my iPhone 13. StraightTalk refused to unlock my iPhone telling me to contact ATT though the iPhone 13 is carrier locked to TFW, Straigh Talks parent company. Tracfone demands I transfer my service to Tracfone for ANOTHER 60 days and refuses to acknowledge my 10 months of service with them under Straight Talk. I am getting a runaround from Straight Talk and Tracfone, Tracfone is demanding I use my ONLY **************************************************************************************** THEIR service for 10 months.My iphone service under tracfone is unreliable. The text messages using tracfone are spotty. Under Tracfone my iPhone 13 which has been connected via Bluetooth to my smartwatch no longer connects via bluetooth.

  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 06/03/2023, regarding BBB Case number ******** complaint.                                        
  Your complaint states that you are trying to unlock a phone that you are currently using with Tracfone but it was used with with Straight Talk for 10 months and should be eligible to be unlocked for free.

  
  Upon reviewing, we found that a manually unlock request was created on 6/7/2023 since your phone was used under Straight Talk with a Bring your Own Phone (BYOP) *** card. Please note that our system registered the *** only; however, after a further investigation, we determined that indeed you used the phone you requested to be unlocked with that *** card; therefore, your phone was eligible for free unlocking. As per records, your device was successfully unlocked on 6/9/2023.  

  
  We successfully spoke with you via phone at ************ on 06/06/2023 and you requested to be contacted at the alternate number ************; however, we were unable to reach you out.  

  
  We keep trying to get in touch with you at both numbers and an email was sent to ******************** on 06/07/2023, 06/08/2023, 06/11/2023 and 06/14/2023; however, we could not speak with you and you did not responded to our emails.  

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

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

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

  
  Thank you for choosing Total by Verizon.

• Initial Complaint

  Date:06/02/2023

  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.

  From time of activation phone only received ***** and ***** calls and text. Some non 800 numbers fron insurance companies. At time of activation I could call whom ever and text, but if family and friends tries to call me there phone doesn't even call, there phones go back to there home screens. First week of activation did not realize phone wasn't working properly second week, I'm calling trac phone to resolve the problem after seven or eight attempts over this past week with there service technician of them resetting the phone from there end. Nothing they have done has fixed the phone. Today 06-02-23 I call trac phone and find out the one year of service that comes with the purchase has been reset to zero all they wanted was for me to purchase more time to make the phone work again. I explained every time I called there tech line that we have been through this process and they would step by step take you through same process, very aggravating when they don't listen to a word your saying and it's apparent that what ever they did from there end also reset the one year service or minutes. Send me a replacement phone with a year of service as purchased, that's all I wanted from you guys. It's apparent the phone is malfunctioning but no one has offered replacement It's only been activated for about two weeks now. Phone number to malfunctioning phone ************. Other two numbers techs wanted is **** and ****. Other phone number from above is my wife's phone, you have my permission to call her and yall fix my phone or replace it. It's that simple, not all that c*** trac phone techs put me through.

  Business Response

  Date: 06/28/2023

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/03/2023 regarding BBB Case number ******** complaint.
  
  In accordance to Mr. ******** complaint, his phone only received an 800 and 866 calls and text. He contacted the TracFone customer support but he was told that he needs to purchase additional minutes. He already did trouble shooting steps but the phone never received an inbound call to any valid numbers.
  
  As per our investigation, ******** account is active and well provisioned in our system, phone records shows usage on 6/02/2023.
  
  Multiple attempts were made via phone number ************ on 6/06/2023, 6/09/2023, 6/10/2023 and 6/11/2023 but we were unsuccessful, routed to voicemail box. Thus, we have left a voicemail message. The customer responded to one of our messages via email ******************* on 6/13/2023, he mentioned that the phone is still doing the same thing.
  
  We called and spoke with ******* on June 16, 2023 at 7:25 PM EST via contact number ************, we were routed to contact the ******* customer support, chatted with ****** ***** at 19:44, Jun 16, 2023. She instructed us to power cycle and advised to retest the phone but its doing the same. ****** provided us a trouble shooting steps where in the customer needs to wait for a couple of hours or a maximum of 24 hrs. and keep doing the power cycle and retest. She mentioned that this time everything is provisioned correctly in billing and on network. There are currently no issues or alerts in the customer's area and they are in good coverage. As per records, it indicates that network is working, but it seems that the device is not responding on the network constantly that is why they are still having the same issue. She would also recommend further device troubleshooting including possibly a master rest/network reset. We inform the ******* technical support that we did the master reset so she suggested to replace the *** card. We submitted an escalation on 6/16/2023 for us to send a new *** card. 
  
  We have received a response from the ******* Escalation Department on 6/27/2023 in regards to the escalation that we submitted. The response stated that the customers address is identified as Variable Coverage Area (poor indoor and poor outdoor) indoor service may not be optimal. A 14-day analysis shows that the customer is receiving calls with no issues. On 6/26/23 at 11:16 AM, customer received a call from ********** and was on the call for 51 seconds, customer received a call from ********** on 6/21/2023 and was on the call for 37 seconds. Because of Variable coverage, we suggest customer to consider using WiFi for data and WiFi calling for voice when indoors.
  We called and spoke with ******* today June 27, 2023 at 6:06 PM EST via number ************, we let him know about the response that we have received from the ******* tech and he mentioned that the only call he received was from scammers. We provide him options where he can use the phone properly but he said that he will send the phone back to us.
  
  Refer to ticket number 1278258683.
  
  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.
  
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  Thank you for choosing TracFone Wireless.
  
  Sincerely,
  Executive *********************

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20137778
  
  I am rejecting this response because: I have made it very clear that this phone receives ***** and ***** and other scam numbers(you failed to mention that) I've also made it clear( you failed to mention this) when other cell phones try to call me there phones do nothing and go back to there header screens. Yes, I can call out. Yes, you mention phone numbers that have called me, I have no idea who they are and I bet there LAND LINES. THE PROBLEM IS OTHER CELL PHONES WONT CALL MINE. Yes ******* slash trac phone does work here in our little part of the world here and if they didn't work here why is wal-mart selling you services here. Hummmm, I wonder if it's  a cheap way out for trac phone *******. Trac phone ******* has made it clear by phone call that they trac phone ******* will not be Replacing phone. I also offered to send this phone to you so yall could hands on with the phone to fix it replace it but what ever you did just make it right.  DEAR BBB, you have my permission to publicly post this scam publicly. I'm also reaching out to the **** I bet they don't step down.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/02/2023

  Type:Product 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 new phone online from Tracfone on 5/21/23. (order# *********) I paid the extra **** for 2 day shipping. It is now 6/2/23 and the phone I paid for has still not been shipped from Tracfone. The *** tracking number I was provided - 1ZY902R61322974056 - shows that a label has been printed but that the phone has still not shipped. I called the customer service line and was told that I can't get my money back unless I call my bank and file a claim with them. I do not see why I should have to go through that when they charged my credit card $134.94 on 5/22/23 and then never sent my phone. It's not lost in the mail - they never sent it. The customer service person said she was unable to search my order number because of an "error". She also acknowledged that she could view my tracking info and that only a label had been printed. I would like my money back please.

  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 3, 2023 regarding BBB Case number ******** complaint.  
  
  **. ********** complaint states that she purchased a new phone online through TracFone website on 5/21/2023 with an Order Id# *********. She paid an extra $4.95 for 2 day shipping and waited until 6/2/2023, but the phone has not been ship yet. There is a tracking number already with reference 1ZY902R61322974056 and it is still showing a label created. She called customer service and she was told that she cannot get her money back unless she will call the bank and file a claim with them. She does not feel that she should go through that process when they charged her credit card $134.94 on 5/22/23 and then never sent the phone. With this, she requested to get his money back.
  
  Our records show that Ms. ********** that the Order Id# ********* was shipped status in TracFone website, but when we checked the tracking number 1ZY902R61322974056 in *** and it is still showing ** a label created status for over ******************************************************************************* the website. Even though, it shows available, but somehow may end up out of stock at the Warehouse.
  
  We spoke with Ms. ********** on 6/6/2023 via phone number ************ and she is now requesting refund since it is over a week already. Due to the delayed she bought a new phone from the store. We have escalated the case to the upper management with reference number ********** and provided Ms. ********** turnaround time for about 72 hours. We received a feedback on 6/7/2023 from the escalations team and as per statement, the ticket has been verified, an email has been sent to **************** to verify the status of the order and if applicable to cancel the order as Ms. ********** requested, then a refund will be issued. The process also take for another 72 hours turnaround time. After that, the case was escalated again to ***** ****************** and *************************** (BAAFMD) on 6/12/2023 to update the Serial Number or also known as (IMEI/MEID) be placed on Risk Assessment and this will take for another 72 business hours for a response.
  
  Finally, on 6/14/2023 we received another feedback from the escalation team that a refund has been processed with the refund confirmation number 430077511IK7QYVM on the reference number B2C2023052141353631 with the amount of $129.99 and another refund for overnight shipping with refund confirmation number 430199436IK7QPHL with the amount of $4.95. These credit posts usually occur within 3 to 5 business days after processing and have Ms. ********** make contact with her bank for verification of the credit posting.
  
  We made another attempt to reach Ms. ********** phone number ************ and sent emails to *********************** on 6/7/2023, 6/14/2023 and 6/15/2023 but we were unsuccessful, she has failed to respond to our calls and emails. We finally spoke with Ms. ********** via phone number ************ on 6/20/2023 and informed her that a refund has been processed on 6/14/2023. She can contact it on her bank to verify if the credit was posted.
  
  If Ms. ********** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1278239294
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 06/22/2023

   
  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:06/02/2023

  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.

  took out phone service had a phone wasn't working they said send it in for repair which i did after calling them they sent me a downgraded phone which was not good they sent it back every time i call them they have a different answer it lost its coming tomorrow its coming next week all different stories i never get the correct information this has been going on for over2 months i still don't have a phone i keep calling them but they keep having different answers i have never seen such a company

  Business Response

  Date: 06/23/2023

  Dear *******************************: 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2023, regarding BBB Case number ******** complaint.  
          
  Ms. ********** complaint states that her service was not working and sent the phone back to receive a new replacement, but the replacement device was downgrade and she returned it back. After returning it back more than 2 months and still did not receive that new replacement phone.
   
  In reviewing, ********************** account *** encounter error within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service 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.
   
  In addition, a replacement ticket ********** was created on 5/04/2023 to be sent to the customer. We have apologize for the delayed of shipment due to phone were not available at the time. We checked back the status of the replacement ********** and there is already a tracking number via *** with reference number 1Z7X28F00270117794. As per investigation, the phone has been delivered on Wednesday 6/21/2023 at 4:16 PM. With this we need to speak to the customer to further assist with the concern.
   
  We spoke to ********************** today, June 22, 2023 at **********. As per conversation, she wants to get a compensation of money for the delayed of the device shipment and she also mention that she is no longer having service to TracFone and already have another service provider. We educated her that we cannot compensate any amount of money since we can only compensate free service for 2 months that she was lost from the program.
   
  If ********************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to email reference number ******* and Ticket Number 1278235268. 
   
  
  Thank you for choosing TracFone Wireless.
   
  Sincerely,
  
  Executive Resolution Department 

• Initial Complaint

  Date:06/02/2023

  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 phone # ************ is not working properly as it appears hacked. The only call I can make to Tracfone phone number is **************. But every time I call this number, Asians take over the calls sometimes the same persons pretending to be different named people. I get nowhere with them. They only want to authenticate the phone call by sending 6 number codes. They only pretend to have communication problems when they speak perfect English in understanding me. In this way, they try to provoke me. Any number called outside **************, however, consists of a female voice recording prompting my call to customer service. The voice recording appears to be hacked for the same message can happen on different dialed numbers.

  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 06/05/23, regarding BBB Case number ******** complaint.
  Your complaint states that your phone number ending in **** is not working properly as it appears to be hacked. You added that the only call you can make to Tracfone is to the line ************** and that the representatives, just want to authenticate the call by sending you 6 number codes.
  Based on the usage records we reviewed for your account for May 1st to June 17th, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period.
  We attempted to contact you via phone number at ************ and email was sent to ***************** on 06/08/23, 06/10/23, 06/12/23, 06/13/23 and 06/17/23 however, we were unable to speak with you and you have not responded to our emails.
  It is required to speak with you in order for us to determinate, why your service may not work at that time.
  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 1278357251.
  Based upon the foregoing, we will close this case unless we hear from you.
  Thank you for choosing Tracfone Wireless.