Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,492 total complaints in the last 3 years.
812 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/31/2023
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 added time to my phone and the balance of minutes was very far below what I expected. I had 281 minutes in March, I use my phone sparingly: maybe 10 or 15 minutes a month unless I have to wait on hold, and I haven't done that this year. I called and talked to customer service who, after I asked him three times to speak more slowly and clearly, hung up. Then I chatted online and she said there was nothing I could do. I want at least 150 minutes more. I want them to research whether or not someone is stealing minutes. I want it to stop..
Customer Answer
Date: 06/08/2023
Every three months I buy a trac fone card which adds time to my phone contract. The unused minutes accumulate. Every time I have many minutes left over so I had accumulated ****************************** June, I added 120 minutes and it then reported that I have a total of 150 minutes. There is no way I used those minutes. I live alone, have not lost my phone, and I make a few calls a week. I have tried (and spent over 30 minutes) trying to correct this. They refuse to refund the minutes or tell me how they were stolen so I can prevent it. They not only have a thief with access to people's accounts, but their customer service is deceitful. This company should not be allowed to do business in *****************. Give back the over **** minutes they stole and stop the thief.
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 *** 31, 2023, regarding BBB case #******** complaint.

Your complaint states that you purchased minutes and when you checked your balance it was far below than you expected since in March you had 281 minutes and you do not use your phone frequently, thus, you would like us to research whether or not someone is stealing you minutes. In addition, you would like to be compensated with at least 150 minutes.

We have researched your account with phone number ending on **** and everything is well provisioned. In addition, we contacted our specialist department in order to obtain records usage and determinate how many minutes you have used since the last time you checked your minutes was three months ago in March and in that period of time many minutes could have been used. They informed us that from March to *** you consumed ************************************************************************************************************** the last three months, also, your account is active. Usage records verify that the phone is being used and working properly.

We attempted to contact you via phone at ************ and email was sent to ******************** on 06/02/23, 06/05/23, 06/06/23, and 06/07/23 and 06/12/23; however, we were unable to speak with you and you have not responded to our emails. We needed to inform you about the information found and reach an agreement regarding compensation.
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 1278027278. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 06/20/2023

Complaint: 20126186

I am rejecting this response because: I mistyped my March minutes. If they had looked at my account at all, they would have known that. It was **** minutes. No way have I used that many minutes. I could not have accumulated minutes if I used that many as I buy 120 minutes once every three months. I have called many times and paid for a tour through the menu, then a liar telling me she was looking things up. I gave more detail in my second complaint. These people have no intention of discovering the truth or obeying their contract. And they taunt you and lie to discourage you from proceeding with the truth. They should not be allowed to do business in *****************.

Sincerely,

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

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

As a curtest **** minutes has been added to the account on file.
We attempted to contact you at ************ but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/10/2023

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 don't have my phone with me but I will check it when I get home. Thanks.

Sincerely,

*****************************
Initial Complaint
Date:05/31/2023
Type:Delivery 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 and plan on the Tracfone website.I chose 3 day *** shipping.It has been 4 days. I called to ask about my order.The call was elevated to executive offices.No employee was able to tell me where my order is. No employee was able to confirm if my order ********* was or is being shipped.I was told I could not cancel this order.Im pursuing fraud charges with my bank.
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 May 31, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a phone and service plan on the Tracfone website. You chose 3 day *** shipping and it has been 4 days and you have not received the order yet. You called customer service to ask about your order and the call was elevated to executive offices. No employee was able to tell you where your order is. No employee was able to confirm if your order # ********* was or is being shipped and you were told you could not cancel this order.

We checked your order # *********, placed on 05/28/2023, successfully processed in our system. As per our records shows the delay on the shipment was caused because the device was out of stock. After further investigation we found the tracking # 1Z7X29A90253576594 from *** generated for your order with an estimated delivery date of 06/06/2023. The package was delivered to your address; however, you rejected the package, requesting for a refund and it was returned to us. We were able to confirm that we received the package on 06/09/2023 and the refund process takes up to 30 days from the time we receive the items.

We have attempted to reach you multiple times via phone ********** and via email ****************** on 06/02/2023, 06/04/2023, 06/05/2023, 06/06/2023 and 06/11/2023, however, you have failed to respond our emails. You can contact us to check on the status of the refund process by providing your order number.
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 1278024989. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc
Customer Answer
Date: 06/12/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If the refund is not applied correctly a new file will be created.
Thank you BBB,

****.
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.
They made my Sim corrupt after they activated it. They promises they were sending a new Sim they never did. Now I'm out of money and out of a Sim I paid for 1 month service I never got to use . They keep telling me stories about. Where the. *** is and it's going on one month now
Business Response
Date: 06/09/2023
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 31, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that her *** corrupted after being activated. She never get to use the 1 month she paid for the service. TracFone promised to send her a new *** card but until now, she still did not receive it.

Upon review, we created an order ticket to send a replacement *** card on 5/17/2023 with reference ticket # **********. However, the status was processed without any tracking number yet. An escalation was made and we created a delayed shipment ticket on 5/23/2023 based on reference ticket # **********. Thus, the ticket was updated and the *** was shipped on 6/3/2023 based on tracking number ********************** via **** courier.

We spoke with ****************** on 6/7/2023, at ************ and she confirmed that she received the replacement *** and the phone is now working. However, she wanted to be reimbursed for the days she was not able to use the phone while waiting for the *** card to arrive. We updated her account and service days were successfully extended.

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 the Ticket Number 1278019420.

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:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/16/2023, I attempted to access Tracfone's app to check the balance; my email address & password failed so requested "forgot password" to have auth code sent to email address. Nothing was received so I called ************ & went thru authentication-mother's maiden name & last 4 digits of 2 phone numbers I've called/text in the last 90 days but not within the last 72 hours; all attempts failed & was told to call back in 30 minutes to try again. About 5 hours later, I couldn't make a call or send a text, so I called back. It took 3 more calls from Tracfone & giving them my phone's ************ number to get a customer rep (named ********) that actually helped; asked if she could see the data I purchased back in January (after failing the authentication attempts again); she told me that my data/text/talk balance was at zero. The last time I checked the app balance in January, no login was needed & there was at least ***** texts & 850 minutes remaining. I asked how this could happen when my usage for a year doesn't exceed the ***** min/txt... the only response was to add a plan to get the phone working.I paid $109.16 with a credit card using only the last 4 digits, date & code since my card info was in my purchase history per the rep; the phone works now. A call back was scheduled at 7:15pm eastern so the access issue with the app could be fixed. No one called me back, so on 5/17/2023 at 5:10pm, I called explaining the app login issue & authentication questions again after they tried emailing & texting auth code; all of them failed. Was told to call back in 30 minutes to try again.I haven't had an issue in 7 years with Tracfone until this login issue. The reps just apologize & state to call back to authenticate. They willingly took my money to get the phone to work, so it makes no sense why resetting login/password for the app is impossible.
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 May 31, 2023 regarding BBB Case number ******** complaint.

************************* complaint states that she is having an issue to access her Tracfone my account app. She could not able to check her balance information, her email address and password failure and could not able to authenticate her account using the authentication process. Her phone is working and able to receive an *** except the authentication code we sent her.

We spoke with her on 06/05/23 via phone number **********. As per conversation, she verified the text message is working and recently received an *** from someone, however, it could not only receive the *** code we sent her. Furthermore, we already done the basic troubleshooting to resolve the issue, however, still the same she could not access her my account app. We informed her to go to settings Select Application Manager> Select My Account App> Click on Storage > Click on Clear Cache > Power cycle the phone, however, it was still the same, he could not access her My Account App since the email assigned to her account was incorrect.

With this, after a thorough investigation, since she could not fully authenticate her account, we escalated the case to the ***** main office to have permission to override the account. After 48 hours TAT, we came to override the account and was able to update her email address to the correct one, however, still the same she was not able to receive an email link to reset her My Account App password. With this, we spoke with her numerous times on 06/07/2, 06/08/23, and 06/09/2, however, we failed to resolve the issue even after adding and removing the account to the other associated other devices. We provided another turnaround time, however, we failed to reach her on 06/12/23 and through the interaction notes ********* on 06/10/2023 09:46 AM, there was a request to port out her phone number to a different service provider, however , there was no port out request ticket created and the port our process was not successful.

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 1278193416.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/13/2023

Complaint: 20124947

I am rejecting this response because: Tracfone's multiple attempts to reset my account/email address failed, with the only alternative to possibly correct it is to create a new email address; I am not willing to do this just to get their app to function. I did not contact anyone at Tracfone on 6/10/23 to port out my account to another service provider, nor did I reach out to any other service provider to do so.

Sincerely,

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

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

Thank you for the comments and feedback provided about the issues encountered with the request to change the password on you account. We apologize for any inconvenience with the process.

If the email is valid, you should have received the information.We may need to open a system ticket to request a reset of the account, or to reset the email. To protect our customers, Authentication is required before an agent can provide account information, or make changes to an account.. We have several criteria that are used as alternate for security verification. The authentication steps are not negotiable and are in place to protect our customer's information; our systems; a avoid unauthorized ports and our customer's information.

If further assistance is needed agents are available to assist with the issue 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:05/30/2023
Type:Order 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.
Paid 3/22/2023 for services, unlimited texting and calling service went out on 5/25/23 Many calls and chats online made, never got anywhere with tracfone, they said it was my phone.Purchased a new one and still the same issue to this day, no texting or calls.I have had enough every year there is some sort of technical issues with this company and I never get through it. I am keeping it short here as there was much frustration, most calls where answered by staff who did not understand or know what they are doing, I was disconnected 4 times, and nobody called me on my home number which I gave to them.
Business Response
Date: 06/02/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/31/2023, regarding BBB Case number ******** complaint.

Your complaint states that you paid for the unlimited services on 03/22/2023 but on 05/25/2023 you service went out, you were advice that was your phone, so you purchase a new device but is still the same issue, you keeping it short here as there was much frustration, most calls where answered by staff who did not understand or know what they are doing.

Based on the usage records we reviewed your account for May 25 it does appear that a service interruption occurred during that time period due to a SIM card issue.

We spoke with you on 06/01/2023 at the contact phone number ************ to provided assistance on your concern but you mentioned that you issue has been resolved by one of our agent, also we tested all of the feature and the phone is working properly

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

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 06/02/2023

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:05/30/2023
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.
my phone is not working and they didn't want to help me
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 May 31, 2023, regarding BBB Case number ******** complaint.

Mr. ******* complaint states that his phone is not working and nobody wants to help him.

Upon review, Mr. ******* account is no longer active in our system. We need to speak directly with **************** to identify what is causing the issue. We need also to verify the correct IMEI if the device to check the compatibility or if the device is supported with the upgraded network. On the other hand, 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.

We attempted to reach **************** via phone ************ and sent emails to ******************* on 6/1/2023, 6/2/2023, 6/5/2023, 6/7/2023 and 6/12/2023, but he has failed to respond to our calls. Thus, we need to speak with **************** to assist him further in troubleshooting his device.

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

Please refer to the Ticket Number 1277952696.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 06/14/2023

Complaint: 20122574

I am rejecting this response because:
they reached me and I replied to them - my issue is solved already - but they say that they try to reach me and wasn't successful is not thru

Sincerely,

*************************
Initial Complaint
Date:05/30/2023
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.
Dear To Whom it May ********* work as a case manager for people who deal with severe mental health problems, and so I have to contact companies a lot for my clients. It is so sad how these companies take advantage of client's who do not have the ability to advocate for themselves. TracFone seems to be one of them. My client's phone keeps getting turned off, even with his bill already paid. We called over 7 times about the same issue the last 2 months. My client is in a wheelchair and relies on that phone for safety reasons, and cannot afford to have his phone service cut off once a week, at this point that's practically what is happening. I would love for him to be able to understand why this keeps happening, but they have no answers as to why they are making him pay for service over a week early in order to get his phone turned back on. We called and called just to see if someone could answer the questions to feel better about the service not getting cut off in the middle of the night, or during the day for that matter, any day at any time! You would think the company wants to help and not hinder, but they continue to lie about the issues and every agent seems to have a different story. I am so frustrated because my client does not have the money or the means to get a new phone under a different service right now, because otherwise that would be best for him to do. I am going to make sure no one uses TracFone that I know and love, but my client does not have that privilege right now, and I swear the company would just be doing it's job by fixing the issue with his phone or just confirm that it will not continue to be cut off! Thank you,A Concerned Case Manager!
Business Response
Date: 06/14/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 31, 2023, regarding BBB Case number ******** complaint.
****************** complaint states that her clients phone keeps on disconnecting. She has been calling ** but to she gets no answer.
****************** was contacted multiple times via phone number ********** and sent messages to her email address, ********************** on 06/01/2023, 06/08/2023, 06/09/2023, 06/10/2023 and 06/14/2023, but we were unsuccessful. We failed to reach her and she has not been responded to our calls and emails.
We could not able to pull up the account since it is not stated in the letter of the complaint. There is also no phone number attached or any other information that might help us in investigating the case.

Due to Ms. ******** nature of complaint, we need to speak with her to gather necessary information and to provide with complete assistance.

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 1277977047.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless and have a great day.

Sincerely,

Executive *********************
Initial Complaint
Date:05/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a family mobile phone when you turn it on it says trac phone.so I bought a sim kit and service plan.it did not work.the service plan was $20.so now I'm stuck with a $20 plan I can't use.this is not my fault.if the phone says trafone the service should work or refund my money.the airtime is unused
Business Response
Date: 06/09/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/30/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have family mobile phone when you turn it on it says tracfone, so you bought a Sim Kit and service plan for 20 dollars , if the phone says tracfone the services should work, the air time is unused so you requested a refund.

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

We have attempted to reach you multiple times via phone at ************ and via email ******************** on 06/01/23, 06/02/23, 06/3/23, 06/05/23 and 06/08/23 however, we were unable to speak with you and you not responded to our emails

It is required to speak with you to verify if we can provided an a conversation card in our system to resolved your concern

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 ******* Family Mobile.
Initial Complaint
Date:05/30/2023
Type:Billing 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 called several times to have my acp benefits deducted from bill. I was charged 47 last 2 months. I chatted with an agent and he stated I had to call in to request. I did. I called in and the agent didn't know why I am not receiving them
Business Response
Date: 06/05/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/31/2023, regarding BBB Case number ******** complaint.

Your complaint states that you have called several times to have your *** benefits deducted from bill. You were charged 47 last 2 months. You chatted with an agent and he stated you had to call in to request. You did. You called in and the agent didn't know why you have not receiving.

The Affordable Connectivity Program (***) provides a discount of up to $30 per month toward phone or internet service for eligible households and up to $75 per month for households on qualifying Tribal lands. *** is available for all of TracFones service plans to ensure that our eligible customers have access to afford phone service.

In our review, your Straight talk wireless account is active with the *** benefit, which service plan includes Unlimited Talk, Unlimited Texts, and *************** Plus 5GB of ************* You applied for *** benefits on 12/24/2022 and were enrolled on 12/24/2022. Based on our review of the account, we determined that you did not receive your $30 *** discount in March and April. In-depth review of your account reflects that unfortunately, a system error resulted in your *** Identification Number not being attached to their account, which culminated in your *** discount not being applied automatically. This issue has been resolved by attaching your *** ID to your account along with your service plan, which will apply the $30 *** discount to your account.

We have since manually updated your account and future automatic discounts will be applied as long as you actively uses the service. Usage records verify that the benefits are applied, being used, and the phone are working properly.

We apologize for any inconvenience this may have caused to you. We have issued a refund for you in the amount of $ 60 to your account for the service plan purchased on March and April during you enrollment period ,Please allow up to 30 business days for the refund to reflect on the customers account

We spoke with you on 06/02/2023 via phone number ************; we discussed the status of your *** discount. We confirmed that the account was updated. You were informed that a refund was issued for the service plan(s) purchased.

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 Straight talk wireless.
Initial Complaint
Date:05/30/2023
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.
May 8 I ordered an iPhone11 from the Tracfone website. On May 9, $267.49 was charged to my credit card. A *** tracking #1ZY902R60222662967 was created, but no shipping or further action was ever recorded. 5/11, called tracfone. They claimed the charge was refused by Mastercard. I called MC, they did not refuse the charge. Called tracfone 5/17, they created ticket #**********; stated that within ***** hrs the refund would be credited to our MC. It has never appeared. Called tracfone 5/19, they said wait 72 hrs, refund will be credited to our MC account. Never happened. Called 5/23 @ 2 pm, they put me on hold for 24 min, so I hung up & called again at 2:24 pm. **************** rep stated that the order had been sent to tracfone "higher level warehouse" and would be shipped out/expedited within 72 hrs. No shipping information was ever received, nor was the phone. Called again 5/29 to request refund as I don't believe phone will ever be sent. They created ticket #********** and said to call their freight office 5/30 @ **************. Did so today, they claimed refund had been processed. I just checked MC statement, it has not. I don't know what to do next. Please help!!
Business Response
Date: 06/05/2023
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/30/2023, regarding BBB Case number ******** complaint.

Your complaint states that you ordered an apple device from the website. On May 09 your account was charged for a total of $267.49, although an *** tracking number was generated, no shipping actions were performed. You contacted customer care on 5/11/23 and were informed that the payment was refused by your credit card; however, after contacting them, were able to identify that the payment went through, therefore, a ticket for an automatic refund was created and advised you to wait ***** hours for the amount to be reflected on your bank account. Nonetheless, there were no updates on that ticket and a new one was created; nevertheless, the refund was not processed.

We have review your account and determinate that although the order was processed, it could not be completed due to a system error. The tracking number 1ZY902R60222662967 from *** provided by you shows it is stuck in label created and was not sent. The ticket number ********** created on 5/17/23 states that a reimbursement was processed for a total of $267.49 on 5/30/23. The second ticket ********** which was created on 5/29/23 corresponds to a replacement device; however, it was automatically cancelled.

We successfully spoke with you via phone at ************ on 6/03/23 and you confirmed that the refund has been reflected on your bank account and no further assistance is required.

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

Please refer to email reference number ******* or 1277973970. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.
Customer Answer
Date: 06/07/2023

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,

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

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TracFone Wireless, Inc. is NOT a BBB Accredited Business.