Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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.
810 complaints closed in the last 12 months.

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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:06/02/2023
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 from ******* for the ******************************************* (as I've done many times over the years). After having the phone for only a few months, the screen kept getting lines across it and we contacted StraightTalk (who was aware of this problem) and they said that we could have it replaced under the 1-year manufacturer warranty. I shipped the phone back (REF #**********) and it has been confirmed by StraightTalk that they have received it back as of 4/18. I call every week asking for a status update on my replacement phone only to be told that "it should arrive within 3-5 days". The excuse they keep using is that there aren't any phones available in their warehouses - however, when I explain to them that I can go to Walmart.com OR Straighttalk.com and order that phone RIGHT NOW, they don't really have an answer as to why my replacement hasn't been shipped out. My latest call on 5/23 was "escalated" and I was told then, that I should expect it within the next 1-2 days. Well, it's been 45 days and still no phone! I have been getting the run around for almost 2 months now with no real resolution in sight. I keep getting different reference numbers to refer to (#********** was issued 5/8/23) and yet a THIRD reference number for the "shipping delay" of KMM15547109V37344L0KM issued via email 5/10/23. I have asked repeatedly for a Manager only to be told "I'm the person handling this matter so I can't transfer you". At this point, not only do I NOT have a new phone, but I have no way of getting the old phone back. I need and really appreciate any assistance you could provide.
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 6/03/2023regarding BBB Case number ******** complaint.

In accordance to Hunts complaint, she sent her old device back to Straight Talk Wireless due to screen issue. She was provided by a ticket number ********** for a replacement phone. However, she never received it.

In our review, the customers account is active in our system. We have checked the ticket created for the replacement phone with ID ********** but it turns out that it hasnt shipped out yet due to no available same model device. Delayed shipment ticket has been created with ID ********** but no updates so far.

We made an attempts via phone call to the customers contact number ************ on 6/06/2023 and 06/09/2023, but we were unsuccessful, routed to voicemail box. Thus, we have left a voicemail message. The customer responded to one of our message via ******************** but she never indicates the exact time where we can speak with her directly.

We received a call from ************ on 6/10/2023, at 6:10 PM EST via phone number ************ and spoke with one of our representatives. As per conversation, ***** did not receive the replacement phone and she already agreed to receive a comparable phone. As per checking on ticket number **********, it was not updated to its comparable device. Therefore, we updated the phone model and provided a 3-5 business days turnaround time for the customer to receive the phone. Thus, case was pending for follow due to no tracking number generated.

We called and spoke with ***** once again on 6/16/2023, we were able to provide the tracking number 1ZY870930200222719 thru ********************** ****** We informed her that she will be receiving a notification via email from the courier for the exact date and time of the delivery.

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.

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

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 06/21/2023

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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I do not have any service with TracFone,past or present. I was notified,by my bank that this company has withdrawn,funds from my account.Excess more than $1000. One thousand dollars,in the last month.I am a victim of zid thieft.I called this company only to get the royal around .my phone service and number is Not with Tracphone. This company owes me a full refund ASAP.I may file suite.contact email - ***********************
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 June 2, 2023, regarding BBB case # ******** complaint.

Your complaint states that you are not a Tracfone customer but you have been charged more than $1000 USD from our company, and you could not get resolution over the phone with our customer service but you want to be refunded.

We searched our system by your name, contact number, address and email address provided on your complaint and we were unable to locate an account in our system.

In order to determine whether a refund can be applied or not, we need to get in contact with you in order to get the card information and confirmed the transaction or transactions you are referring to.

We attempted to reach you multiple times via phone at ************ and ************, as well email was sent to *********************** on 06/04/23, 06/06/23, 06/07/23, 06/08/23 and 06/12/23; however, we were unable to speak with you and you have not reply to our emails.

If you fell this transactions were processed without your authorization, please be advised you may get in contact with your Financial Institution to process a Chargeback. The handset that received the minutes or service days from this fraudulent transaction will be deactivated once the chargeback is processed and your credit card will no longer be accepted for future purchases by any of our brands.

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.
Initial Complaint
Date:06/01/2023
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.
We have been using tracfone for years. My phone got damaged and will not turn on. I bought a new tracfone and sim card to try to replace the old phone while keeping the same phone number. Since my old phone will not turn on, I couldnt verify the code they sent for identification verification. The only other option is to verify the *** number and the most frequent called phone number in the last 60 days. Although I successfully verified my *** number, but I failed to provide the most frequent called phone numbers. Although I have the old *** card, account number. But my account doesnt have a registered email address with it. I spent 2 days trying to verify myself is myself. They only accept the most frequent called phone numbers. I called, chat and did everything I could. I will lose a lot of my account without getting back the phone number and I now spend $200 on the new tracfone I bought but cant get it activated. I need someone from tracfone to contact me and get me verified. Tracfone doesnt have a physical address I can go to, to verify myself is myself, I have my drivers license, my credit card that I use to pay the service. The *** number, the account number. The *** card and the damaged phone. Can you contact my email?
Business Response
Date: 06/08/2023
Dear ********,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/02/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have been using tracfone for years .your phone got damaged and will not turn on. You bought a new tracfone and sim card to try to replace the old phone while keeping the same phone number. Since your old phone will not turn on, you couldnt verify the code they sent for identification verification. The only other option is to verify the *** number and the most frequent called phone number in the last 60 days.

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. We contacted you on 06/06/23 and you confirmed that you requested number ending in **** to be transfer to a new device. Our records show that the phone number ending in **** was successfully transfer on 06/06/2023.

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

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

Thank you for choosing Tracfone wireless.
Initial Complaint
Date:06/01/2023
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.
The nature of this complaint is that StraightTalk is delaying and refusing to comply with federal regulations and guidelines by intentionally securing the current (landline) telephone number for my elderly mother who needs her service transferred to Spectrum. Additionally, my elderly mother needs her medical professional providers to be able to contact her without interruption. I have been trying to get my mother's current telephone number ported over to a different provider (Spectrum); however, every attempt to have the services transferred has been fruitless.StraightTalk representatives are requesting additional steps to get my elderly mother's telephone ported over to a different provider. They are legally required to release the number, but they will not and has requested unwarranted information regarding doing so. I have been trying to get my elderly, sickly mother's phone switched for over 2 months now. The perspective provider Spectrum has had a very difficult and challenging time trying to get the service and current landline phone number switched over from StraightTalk.My mother is very sickly and is unable to remember or recall a new telephone number at this time. StraightTalk is being extremely difficult because they don't want to lose the service to another carrier. For two months, their refusal to release the current number has put my mother's health at extreme danger. Initially, I was told that I need the **** number and PIN number for the phone. It took 7 weeks or more to get this information. When I attempted to present the initially requested information to StraightTalk, one of the representatives requested more additional steps to have the service terminated and the currentl landline number ported over.The only thing that I am requesting from StraightTalk is the transfer code (number) so that I can present to the perspective provider to have my elderly, sickly mother's services changed.
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 2, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that her mother, ***********************************, is requesting to keep the number to be ported over to Spectrum. However, Straight Talk will not comply with releasing the telephone number.

We spoke to ****************** June 19, 2023 at **********. As per conversation, we offer to transfer the call to *** (Number ************* ********** since our tools were limited to give her the *** (Number ************* code. She refuse to be transferred to the *** ********** since she already spoke to them and did not help her.
Upon review, record shows ****************** have spoken multiple times to *** (Number ************* ********** to get the *** code, but she failed to authenticate the 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. We were unable to process the requested port out, because [customer] could not provide the Number Transfer *** (***), Account number, or Zip Code associated with the account, which is needed to port out the number. To proceed with the porting-out process from [brand], [customer] will need to have their account number, and *** Pin. To receive a Number Transfer Pin (***), he must text keyword "***" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive.

If ****************** should still require assistance, she can contact ************** enter *** ****. 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 1278190653.

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 06/20/2023

Complaint: 20132436

I am rejecting this response because the response is simply not factual. I have always compiled with the requests from the service provider. I have more than a dozen times both authenticated and verified the information requested by more than a dozen representatives. Each representative changes the requirements to get the transfer PIN for every call. I spoke with a representative yesterday who alleged that he would request the information for me manually and provide me with the information today. Therefore, I was taken aback at the response from the company.
Initially, the company failed to respond to the complaint until I notified one of the state's representatives and the Attorney General of its actions.

Sincerely,

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

We do apologize for the inconvenience.We have attempted to contact you via phone to (***)-***-1429.

********************, based on the information provided to us to provide you with a resolution to this matter, we will need to speak via phone to verify the account information.

********************, what is a good contact phone number where you can be reached?

You may also contact me via email to *************************.

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

Thank you for choosing Straight Talk Wireless.


Sincerely,

*************************
Straight Talk Wireless, Inc.
BBB Specialist
Customer Answer
Date: 07/12/2023

Complaint: 20132436

I am rejecting this response because: the communication (email from the company) is fraudulent and an attempt to manipulate representative(s) at The Better Business Bureau. The telephone number listed in the communication is not a telephone number assigned to the complainant.
The nature of this matter is serious. Failing to cooperate with a customer who has expressed for almost 5 months the urgency of this request, since the matter is relative to the healthcare of an elder, is highly unacceptable.

Sincerely,

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

We do apologize for the inconvenience. ********************** stated she received the port out NTP pin number to provide to Spectrum.
For future assistance you may contact me directly.
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Straight Talk Wireless.


Sincerely,

*************************
Straight Talk Wireless, Inc.
BBB Specialist
Initial Complaint
Date:06/01/2023
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.
fraud unlimited talk text discontinued after 2 weeks unable to call except for emergency 911 but did not want to test thst avenue fraud useless off shore csrs that are extremely surly and more or less language deficient and unhelpful and constsntly threatening to hang up which more or less does not have any consequence considering they are extremely incompetant.
Business Response
Date: 06/13/2023
Dear An **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 01, 2023, regarding BBB Case number ******** complaint.
Ms. ** complaint states that her service was discontinued after 2 weeks even though she has unlimited talk and text she is unable to make calls except for 911.

Upon Review, there was no information pull up in our system since no phone number or phone serial number is provide in the complaint. We need to speak with the customer to ask for the information like the phone number or the **** of the phone where the service plan was added, and to further investigate on the issue.

We attempted to contact Ms. ** via phone ************ on 06/05/2023, and 06/06/2023, 06/07/2023, 06/10/2023, 06/13/2023, we were unsuccessful, we were not able to reach the customer and we are still waiting to hear from her.

If Ms. ** 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 e-mail reference number ******* Ticket Number 1278173612.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The initial issue is detailed in BBB Complaint ID: ********. Since the events of that complaint, the following has occured:On 23 May 2023, I recieved a response on my previous complaint, with Tracfone claiming that I had recieved the minutes I paid for and that my data service was working. This was partially correct - They had finally managed to get my service working. However, the original balance from the $125 card I purchased (which had a one-year expiration) had STILL not ever been restored, which they declined to mention in their statement to the BBB that caused the complaint to be closed.Frankly, I would have let it go at that point. While still unhappy I'd never recieved the minutes I paid for, given that I'd already been forced to change my primary carrier because my problems with Tracfone had been ongoing for months at that point. However: Tracfone decided to up the ante. After misrepresenting their actions to the BBB in order to have the ticket closed 9 days ago, today I discover that, wait for it... they've disabled my data again. My balance (both the wrong amount and wrong type - they only restored the Unlimited plan balance, which they ALSO screwed up so badly I can no longer view my expiration date, but instead just see "invalid date") still shows up, but, exactly as how the entire complaint began last time, it refuses to function.They have lied to me, they have lied in their BBB responses, they have wasted my time and money, forced me to spend months awkwardly explaining why I didn't have reliable internet access, and generally done everything in their power to drag my complaint out without actually delivering, and now they've upgraded to blatant retaliation. I have never had a worse experience as a customer in my life. This has been going on since January. I have asked only to have the balance I paid for applied to my account and for my service to actually function. Grow up and do your job, Tracfone -- or give me my money back.
Business Response
Date: 06/13/2023
Dear ******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 01, 2023 regarding BBB Case # ******** complaint.

************** Brisings complaint states that her service is now working, however, the original balance from the $125 card she purchased (one year expiration) had still not ever been restored.

As per review, Ms. ******** personal information is not associated to any TracFone Wireless account. Furthermore, the phone number she provided is not found in our system. With this, we must contact with Ms. ******* for more information and to resolve the issue we should have supposed to tell her to provide the exact IMEI of the device where that $125 card is associated to.

We attempted to contact with Ms. ******* numerous times, via phone # ********** on 06/05/23, 06/06/23, 06/07/23, 06/08/23, and 06/12/23. However, our calls routed to her voicemail. We left voicemail for her and we sent her emails through her email address ************************* We did not get any email response from her.

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 *******, *******, *******, ******* and ******* or Ticket Number **********.

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: 06/14/2023

Complaint: 20130499

I am rejecting this response because:
Everything in this response is a blatant lie? What the ****, guys?
They are correct on one count: I have not responded to their phone calls - because they have been calling me at a different number, with a different carrier, in a separate device, that they requested last time they were trying to troubleshoot my phone (they wanted me to be able to reboot the tracfone handset while on the call.) I provided them an alternate line for troubleshooting purposes and apparently they just decided to record that as my permanent contact information without my consent.
That said, I HAVE responded to their emails, despite what they claim in their BBB response, and informed them my service is NOT working, despite what they claim here. They clearly received my response, as they have already responded in turn to it. Further, their response was exceedingly rude; implying that the problem was my fault for switching devices - except that the second-to-last time I swapped devices was LONG before these issues started, and the LAST time I swapped devices was because their own customer service rep, as mentioned above, ASKED ME TO DO SO so they could troubleshoot and talk to me at the same time.
They have been stalling this case since January and have now decided to resort to outright lies and attacks, and I'm going to be honest: I'm pretty ticked.

Sincerely,

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

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

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

You may have been contacted via several channels, the response is specific to the attempts to contact you by one of the agents who is handling the BBB complaint. Emails were sent about this complaint and calls were made to the number ending in ****. You may have received calls and emails due to escalations via other channels.

Please provide the active phone number and/or the *** for further assistance. Please be aware that authentication of the account may be required to proceed further.

Please contact us for assistance; agents are available 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 provide Ticket number ********** , as a reference.

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

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

Complaint: 20130499

I am rejecting this response because:

Tracfone seems utterly dedicated to failing to resolve this issue. Why does the most recent business response bring up loyalty points? I've never had any issue with loyalty points; it's utterly irrelevant to the complaint. Further, I've already responded to their emails with the information being requested here (Nearly a ago at this point; on June 8th, 2023.) Still further, the information has previously been provided multiple times to Tracfone during troubleshooting calls, and in the prior complaint referenced previously (#********.) Since (re)providing them that information on Jun 8th, they have not called, emailed, or fixed either the missing balance OR the non-functional data. There has been absolutely NO sincere attempt to address this issue on Tracfone's end.

Yet AGAIN, the tracfone number this complaint is in reference to is ************. Yet again, there is no singular IMEI to provide; I have had this line on at least three devices over the years, and as they are multi-SIM devices, potentially more IMEIs even than that due to downgrading to a previous device to facilitate troubleshooting, at the request of Tracfone's customer service representative. There have been at least three and potentially as many as five IMEIs used with the account, as -- once again -- has previously been discussed with their representatives.

Further, they have made repeated reference to a potential refund for the $125 card that they managed to delete from my account, but no mention regarding the $25 card which (despite the fact they somehow managed to add the minutes to my account THREE times during troubleshooting) never provided me working data. While only one was entirely deleted, neither of these purchases delivered what was promised. There was a point when I would have simply let the smaller card go, but since Tracfone has done everything short of give me the finger and spit in my face at this point, I'm feeling much less generous.

Also, please note the attached screenshot in which Tracfone displayed a complete stranger's personal billing information to me when I logged into my account during the troubleshooting process. This has been the single most unprofessional interaction I have ever had with a major company.

Finally, once again(because this, too, is information that has already been provided to Tracfone) there is no further 'authentication' I can provide for the account. As I have a pre-paid plan that is renewed by in-person purchases at a physical retailer, my name, address, and other personal information have never been attached to the account. I have the online account log-in credentials and I have spoken to Tracfone representatives using the line in question and provided SMS-based authentication codes to Tracfone multiple times. There is no further authentication that CAN be provided, due to Tracfone's own information deficit (which I am frankly grateful for, since as mentioned above, they are apparently displaying customer personal information to other users.)

I have not had a working data line with the appropriate balance on my account since February 7th, and I have had a BBB complaint open since early March. I have communicated with Tracfone by email, their online "chatline," and over the phone many, many times about these issues already. I have done so in good faith and at my own expense, wasting nearly 5 hours of airtime on another carrier's plan to allow Tracfone every opportunity to troubleshoot and resolve this issue. Tracfone has completely failed to fix their technical issues, accused me of being at fault for everything from "maybe you accidentally used 25 hours of service in one week without noticing" to "you probably broke our system somehow(?) by changing phones a year before the problems started or by doing what our technician requested you do," openly lied in order to have the previous BBB complaint closed in their favor, and wasted months of my time. They make vague allusions to offering a refund in their BBB responses, but every phone call to them just ends in them insisting on repeating the same troubleshooting procedures that they've already done repeatedly, followed by making an excuse about why I will have to call them back at a later date. At this point, I am VERY tired of both the intentional stalling and the apparent incompetence displayed by Tracfone, and I am frankly enraged at their willingness to openly lie and their failure to safeguard their customer's data.

I have been more than reasonable. I would have been happy if Tracfone had merely fixed their mistake(s). I would have found it perfectly acceptable if they'd refunded me for the purchases they were unable to deliver and we'd gone our separate ways. Instead, they have held my money and a SIM slot (and, in fact, an entire device) hostage for over five months while dragging every response period out as long as possible and finally responding with something less relevant each time. This is entirely unacceptable behavior. Fix yourselves.
Business Response
Date: 07/13/2023
Dear ***********************,

This is in response to the July 7, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the additional comments and feedback about the issues with data, and services. We apologize for the miscommunication about the reason for contacting us.

Thank You for the clarification about the phone number, we were able to locate the ***** and account. A check of the service confirms that the due date reflects both pins that were added to the account. A recent usage report confirms that the phone is being used for talk text and data. The balance on the phone is correct, given data usages..

Notations on the account indicate that during an attempt to contact the carrier about the data issue, you were no longer available when the carrier connected. If you are still experiencing an issue, please contact us for further troubleshooting.

To protect our customers, Authentication is required before an agent, supervisor, or manager can provide information about, or make changes to any account. Authentication is required and not negotiable, to make any further changes to the account. This process is in place to protect out customer's accounts from unauthorized changes.

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

Thank you for choosing TracFone Wireless to provide cellular service.

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

Complaint: 20130499
I am rejecting this response because:
Once again, this response ignores all the facts I have already provided in this case AND contains blatantly false information. My data DOES NOT WORK and the bucket balance IS STILL ZERO. Tracfone's techs have apparently added multiple 'Unlimited' plans to my account which are not what I paid for and, again, even if I were willing to accept being shuffled onto a different plan, the data DOES NOT WORK.
My balance is incorrect and my data is non-functional, exactly as it has been since March. I'm really interested in the claim that a "recent usage report confirms that the phone is being used for talk text and data," as the sim has been sitting in a completely unused backup device, making zero calls and zero internet connections. Further, Tracfone claims "Notations on the account indicate that during an attempt to contact the carrier about the data issue, you were no longer available when the carrier connected," and given that I have zero missed calls on the device in question (and zero picked up calls, because again, the device is sitting in a drawer, wasting space until this matter can be resolved,) either their service has deteriorated even farther (as calling was working at the time I retired the sim) or Tracfone is openly lying.
I am done going in circles with this. I am not interested in "calling for further troubleshooting." I have spoke with Tracfone's troubleshooting department dozens of times since February (at cost to myself, since Tracfone can't troubleshoot your line if you're using it to contact them, so I've had to charge all the hours I've spent on the line with support to another account with another carrier.) I have given Tracfone far more chances to fix their service than a reasonable person frankly should have. If you cannot provide the service I paid for, you can provide a refund.

Sincerely,

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

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

Thank you for the additional comments, and the request for a refund. We regret that you will no longer be using our services.

We regret that you are have decided to no longer use our services with the number ending in 9403.

The final review of this issue is based on the fact that Airtime is non refundable. In this case no exception will be made to process a refund based on the usage report. And due to the failure to complete troubleshooting to determine if the issue is with the device, or due to a carrier outage, we will take no further action. Please refer to the Tracfone Terms and Conditions about usage and our refund policy.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 07/26/2023
The business response is blatantly incorrect. I HAVE gone through their desired troubleshooting process with their representatives MULTIPLE times. It's been six MONTHS - how many tries am I supoosed to keep giving these people? How is it a 'good faith' attempt on their behalf to expect me to just keep giving them indefinite chances to send me back to step one again, while I just patiently sit around without what I paid for? I have done everything asked of me by tracfone for months, while they have done absolutely nothing. How in the h*** are they the good guy here?
Initial Complaint
Date:06/01/2023
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 refuse to let me port out of their services to new ****** phone. Have been given the run-around for a week and hours on the phone. Tracfone has been bought by ******* in our area and ****** phone requires 6 digit pin. All I ever get from ********************** is a useless 4 digit pin. No help, no supervisors, just thousands of complaints with same issue. Will be filing a complaint with FCC! These folks need a class action lawsuit! These tactics are not keeping customers..leaving in droves! I want my 6 digit pin and phone number carried over to new carrier!
Business Response
Date: 06/08/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 01, 2023, regarding BBB Case number ******** complaint.
Ms. ***** complaint states that that Tracfone refuse to let her port out her phone number to another provider she wanted to get her 6 digit pin and the phone number to be transferred to another provider.

Tracfone 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. We were unable to process the requested port out, because Ms. ***** could not provide the Number Transfer *** (NTP), which is needed to port out the number. To proceed with the porting-out process from Tracfone, Ms. ***** will need to have their account number, and NTP Pin. To receive a Number Transfer Pin (NTP), she must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive.

We spoke to Ms. ***** via phone ************ on 06/04/2023, and 06/06/2023, we authenticated the account. We also provided instructions where to find the account number and how to get the number transferred pin to port out her phone number. She mention that she received the 4-digit pin but she insisted it must be a 6 digit pin to complete her port out request. She also mention not to call her anymore since we are still providing the 4 digit pin and ended up the call.

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

Please refer to e-mail reference number ******* Ticket Number 1278134851.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing ******* Family **************************************************************************
Customer Answer
Date: 06/08/2023

Complaint: 20130413

I am rejecting this response because: Tracfone is now owned by ******* and other carriers require a 6 digit code to transfer a number from Tracfone/*******. Tracfone continues to be of absolutely no assistance in porting out. Fix this problem! So done with Tracfone!

Sincerely,

*************************
Business Response
Date: 06/27/2023
Dear *************************,

This is in response to the June 8, 2023, rebuttal to Better Business Bureau complaint # ********.

Thank you for the comments and feedback provided about the issues encountered with the request to port out your phone number. We apologize for any inconvenience or miscommunication with the process.

Tracfone will provide the a 4 digit NTP (Number Transfer Pin), once the account is authenticated for port out purposes. Instructions were provided on the process of obtaining a NTP in the previous response. Keep in mind that port out is initiated by the new carrier, we release the number once the request is deemed valid.

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

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:06/01/2023
Type:Delivery 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 ordered a new phone for my daughter on their website along with a new service plan. Shipping said it was within 1-3 days. Its been 2 weeks and nothing has happened. I called to inquire and was told they would call me back. I called again to inquire and they shut off my phone during the call by mistake. I called again from another phone to get mine turned back on and figure out why I still havent received the item I ordered and already paid for. I dont know how many more times I need to call to get my item.
Business Response
Date: 06/07/2023
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 1, 2023, regarding BBB Case number ******** complaint.

Ms. ****** complaint states that she did not receive the phone with a service plan that was purchase at TracFone website.

Upon review, there is no Order Number for the said purchase and even a tracking number. We need those information to track her package. The order was process for one to three days of shipping and it has been two weeks now that she did not receive it.

We spoke with Ms. ***** today, June 5, 2023, 09:09 AM EST at phone number provided. We talk about the package and that she confirm that she receive the package. It seems that Ms. ***** is in a hurry, because she only provide the information that she have the package and did not ask for any inconvenience that cause the package to be delayed.

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 **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/31/2023
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.
purchased a prepaid tracphone card and thier customer service cant get it to work on my phone and refuse to give me a refund...
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 June 1, 2023, regarding BBB Case number ******** complaint.

********************** complaint states that he is having concern about adding a prepaid card to his phone. He purchased an airtime card and called to have it added on his phone, but the customer service is having trouble adding it and he is asking for a refund.

Upon review, we checked an account using his name and we found some accounts via his e-mail address, but we were not sure if it belonged to him.

Multiple attempts were made to contact ********************** via phone number ************ and emailed to *************************** on 6/2/2023, 6/5/2023, 6/6/2023, but we failed to reach him. We have spoken to his son on 6/07/2023 and we ask for information, but his son refuse to give and requested a call back. We contact back on 6/12/2023, but still we were unable to contact him and we are still waiting to hear from him.

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

Please refer to email reference number Ticket Number **********.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/31/2023
Type:Delivery 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 talking to this company since April I was supposed to receive a free phone and Ive been given multiple tickets multiple people telling me 5 to 7 business days 5 to 7 business days and now its going into June and I still have no phone and Ive spoken to all the so-called people who are in charge and they keep saying the same thing allow ** 24 to 48 hours to get you a shipping tracking number and then 5 to 7 business days for the phone and still no answer on a tracking number. No answer on what Im getting this phone I feel like Ive been scammed. I dont know what theyre doing with my information because now I can no longer get it from another provider because it showing that I already received the free phone which is incorrect. I have not gotten a phone.
Business Response
Date: 06/13/2023

Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 01, 2023, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that since April, she was supposed to receive a free phone and multiple tickets were created. However, she still did not received the phone.

Upon reviewing Ms. ********* account, records shows that a Lifeline shipment ticket was created with a reference number **********, created on 4/21/2023, but there was no update regarding the status of the shipment and label was created but no movement of the order. An ACP Exchange ticket was created on 5/15/2023 with reference number **********, to send another phone to ********************. The tracking number 1Z7X28F00243420631 is already available and the order status shows record that the phone was successfully delivered on June 08, 2023.

Ms. ********* was contacted via phone number ********** on June 06, 2023, and we spoke with her. We provided the tracking number for her to track her phone delivery. We spoke to her again on June 12, 2023, via phone number **********, and she confirmed that she already received the free phone and she already transferred the phone number and service to the new device and we made sure that the call text and data service is working properly.

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

Please refer to email reference number ******* or Ticket Number 1277595424.

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

Sincerely,

Executive Resolution Department

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