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

3,483 total complaints in the last 3 years.
809 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:05/30/2025
Type:Customer Service 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.
Purchased phone several years ago. Phone has not had service/minutes for at least a year and has not been used. I went to have service put on this phone with another service provider and was told I would have to call Tracfone to have it unlocked for the new service to work. Took a couple of days to actually get someone from Tracfone on the line. The person I spoke to says the phone is not eligible to be unlocked due to the unlocking policy (which I have since read). I explained that the phone has not had service/minutes for at least a year and I did not see why I would have to have such service/minutes on the phone for the 60 days before they can unlock the phone. I explained that I did not want service/minutes with Tracfone and I have already paid for another service with another service company, I just simply wanted the phone unlocked. I asked multiple times to speak with a supervisor and the lady on the phone just kept asking me why I wanted to speak to the supervisor. The person on the phone never got me a supervisor on the phone and was asked to have the supervisor call me back. The supervisor has of yet returned my call/request.
Customer Answer
Date: 06/03/2025
Wanted to give an update regarding this complaint.
My frustration with this company has grown tremendously. Over the last four(4) days I have spoke to 4 or 5 different people at TracFone. I continue getting told that they are sending an email with an unlocking code. This email has never been sent even after verifying the email address it should be sent to. They say to check the spam and junk mail within the email. I check and recheck all these locations on that email and even my personal email and still have not received anything. I have asked on multiple occasions to speak to the supervisor and have been denied each time. I have been told that the supervisor would give a call back, and I receive no call. I continue to get the run-around from the employees with TracFone. They tell me that it will take 24 to 72 hours for the phone to be unlocked. The phone still cannot be used. I was told I would get a phone call 6-3-25 with another update- I have yet received that call.
Customer Answer
Date: 06/09/2025
Update regarding complaint. I was finally able to get TracFone to give me the unlocking codes for my phone. The phone can now be used with my current service provider. Thank you for all your help with this matter.
Have a blessed day.
****** *****
Initial Complaint
Date:05/29/2025
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.
STRAIGHT TALK DEACTIVATE MY PHONE. I HAD TO PURCAHSE ANOTHER PLANFOR ***** BUT YET I HAD PAID 195 5.9.25 AND THEN THEY TOOK ANOTHER ****** ON 5/22.25. I HAD TO CONTACT THEM VIA CHAT TO GET THAT TO WORK FOR THE NEW PLAN BECAUSE ONLINE PAYMENT WOULD NOT WORK AGAIN. THIS HAPPEN ON 5/1/25 AND 5/7/25. STRAIGHT TALK IS COMMITING FRAUDULENT ACTIVITY.
Business Response
Date: 06/18/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 29, 2025,regarding BBB Case number ******** complaint.

Your complaint states that Straight Talk deactivated your phone despite your service payment, and that you were charged multiple times.

Upon review, we found that your Straight Talk account is active, well provisioned in the network and usage report of the line indicates that the service is being utilized. As we investigate further, we found that the transaction history of the account shows that your previous Service End Date was on 5/29/2025. However, you were unable to refill your phone ahead of time causing the deactivation of your phone service.

Straight Talk Terms and Conditions clearly states that to keep your Service active, you must purchase and redeem a Plan prior to your Service End Date. Your Service End Date is the last day of your Plan cycle and is determined by the date on which you activated your Service by redeeming a Plan with the day of activation being deemed day 1 of your monthly plan cycle. If you fail to redeem a new Plan prior to your Service End Date, your Account will be deactivated on your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided.

Additionally, the purchase history on your account shows no record of duplicate charges. The only payment recorded for May 2025 was for your current $35 airtime plan, totaling $38.97. We recommend contacting your financial institution to verify the charges on your end.

Meanwhile, we reviewed the Order IDs **************** and 1700-0L290A20RS) mentioned in your complaint and found that both are associated with Total Wireless web orders. However, these orders belong to a different customer account and were paid using a different debit/credit card. The card used is not listed on your account, nor is there any record of these orders in your purchase history.

We spoke with you on June 5, 2025, via phone at ************, during which the outcome of our investigation was shared. At that time, you agreed to contact your bank to verify the charges made to your account.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321713344.

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
Initial Complaint
Date:05/29/2025
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 paid $64 for a tracphone at Dollar General which was supposed to come with a year free service. The phone is defective and won't let us take photos most the time. No one can hear ************* says the phone cuts out, no one can call us,. We keep having to add air time minutes which I have 9000 minutes saved up so why are we having to buy anything. Every month we are spending up to $40 in extra time for this phone that was supposed to be a year free. Dollar General is refusing to do anything about the defective phone. About ready to find a different phone carrier and phone.
Business Response
Date: 06/17/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 29, 2025,regarding BBB Case number ******** complaint.

Your complaint states that the phone you purchased at ************** which comes with a free year service is defective. Additionally, you are questioning the need to pay an extra $40 when the service was supposed to be free for a full year.

Upon review, we found that your TracFone account associated with the phone number ending in 3910 is active and properly provisioned on the network. Records show that your phone was activated in February 2025 and came with a complimentary $125 airtime plan, which includes ***** talk minutes,***** text messages, ***** MB of data, and 365 days of service.

Additionally, our records indicate that you purchased unlimited plans in February, March, and May. The most recent was a $30 plan that includes unlimited talk and text, 10GB of data, and 30 days of service,along with two 3GB data add-ons.

As of now, your balance report shows that you have fully used the ***** talk minutes from the free annual plan, but you still have remaining SMS units and data from that plan. Currently, your service is being maintained through the $30 unlimited plan, which is set to expire on June 28,2025.

Meanwhile, as we checked, the phone is within warranty and replacement can be requested. However, replacing the phone prerequisite the return of the defective device. With that, it would be best for us to speak with you.

We spoke with you on May 30, 2025, via phone at *************, during which we discussed the concerns mentioned. You stated that when you upgraded to a new device, your old plan was not transferred. However,our records show that an adjustment to your plan was made on March 21, 2025,under reference number 1316900114.

During the call, we also offered to troubleshoot your phone,but you declined due to being unavailable at the time and requested a callback instead. Follow-up calls were made on May 31, June 3, June 4, and June 9, 2025,but we were unable to reach you directly. Additionally, you have not responded to the emails sent via *********************************.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321598093.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/20/2025

Complaint: 23389359

I am rejecting this response because: I have yet to be credited for the 9000 minutes that my deceased mother & I built up in minutes buying your cards each month. The phone we paid $65 for and the year free service is about a joke, it ran out within a month, it has no volume, no one can hear me, no one can hear what I say & they say the phone cuts in & out and some people just hang up on us because they can't hear us, the phone gets hot & refuses to take photos at crucial moments.Really considering finding a better phone service. Sincerely,

******* *****
Business Response
Date: 06/27/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your accumulated 9000 minutes were not credited back to your account. In addition, you mentioned that your phone has multiple issues such as low to no volume when calling, gets hot, and could not take photos sometimes.

Our review shows that your account is active and provisioned properly. Usage Records also indicate that the phone is working, and service is being used. In addition, we could not find records of any report that your phone is having the aforementioned issues.Please note that you can reach our customer support for service related concerns, to get proper assistance.

In addition, you have been redeeming 30 day unlimited plans after consuming the allotted minutes of the PayGo plan balance. Please note that 30-day unlimited plans expire on the set date, and you would need to redeem your preferred service plan to continue using the service. We also confirmed that around ***** minutes were added to the phone prior to the new one you are using, after transferring your phone number.

We attempted to contact you via phone number **********, and have sent emails to *********************************,on 6/23/2025, 6/24/2025, 6/25/2025, 6/26/2025, and 6/27/2025, to discuss the status of your account and service concerns. However, we were unable to reach you, and have not yet received your response to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 1900 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 1321598093.

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:05/28/2025
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 Moto RAZR 2024 on April 17th and the screen stopped working. I contacted ******** and was informed that TracFone has to handle the warranty. I contacted TracFone and they are now giving me the run around. Neither TracFone or ******** want to take responsibility on warrantying my phone. Case number is **********
Business Response
Date: 06/17/2025
Dear **** ****:

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

Your complaint states that you purchased a Moto RAZR 2024 on April 17, 2025 and the screen stopped working. You contacted ******** manufacturer and you were advised to contact TracFone to handle the warranty. However,TracFone is giving you the runaround and they will not take a responsibility on the warranty of your phone.

We spoke with you on May 30, 2025, via phone at ************* regarding your replacement phone request. During our conversation, we confirmed that your device is under Visible Wireless, which you acknowledged.Accordingly, we advised you to contact Visible Wireless for further assistance.

You informed us that you had already reached out to Visible Wireless but were denied a warranty exchange. To help clarify the situation, we offered to escalate the matter on your behalf, and you agreed to wait for a response.

Following our escalation, the Visible Support Team confirmed that warranty exchanges are only available to customers enrolled in their Mobile Protection Program.

We conducted a follow-up call on June 3, 2025, and informed you of the outcome. You acknowledged and understood the explanation provided.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1321592835.

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:05/28/2025
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.
Hello,I have purchased 2 iphone 16e phones, one from straight talk and one from total wireless - both of these are subsidiaries of Tracfone wireless. I am having issues with device unlock. They were supposed to be unlocked after 60 days but after checking tracfone unlocking website, it says I am ineligible for device unlock as they require 60 days of paid service as per the new unlock policy that went into effect on 4/1/2025. Please note I have purchased devices(with service plan) in March, before the new policy came into effect. I should be eligible for devices unlock per their requirements then. I would like to request your help in getting the devices unlocked.Device 1 IMEI: *************** Device 2 *********************************** Thank you very much
Business Response
Date: 06/17/2025
Dear ********** ***********:

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

Your complaint states that you request that your Straight Talk and Total Wireless phone be unlock based on the unlocking policy in effect at the time you purchase and activated the phones.

Straight Talk Wireless and Total Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

We spoke with you on May 30, 2025 and June 2, 2025 via phone at ************ and discuss your unlocking request. Upon review, we found that your two phones have been deactivated since April due to non-renewal of service. You only refilled the phones once and that was upon activation. As we checked each phones unlocking eligibility, the system prompted the message, Not eligible -insufficient time from device activation or 60 paid service days required.Therefore, you were advised to refill your phone and complete all unlocking phone eligibility requirement which you declined. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.

To this date, we noticed that you made your second refill in the phones involved and now awaits the completion of the 60 paid and active service days.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321688563.

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: 06/18/2025

Complaint: 23386641

I am rejecting this response because the business didn't honor their publicly listed unlock policy at the time of purchase.
But I've decided to not spend further time on this. Refilled second month service though I don't require and moved on.
Thank you BBB for facilitating the communication with business.

Sincerely,

********** ***********
Initial Complaint
Date:05/27/2025
Type:Order 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.
April 22, 2025, is when this took place.This was Fraudulent Representation/Defective Unconscionable Contract and did not deliver what was promised.I did not get what I paid for as advertised on face of packaging. (Attached)I am requesting that the company deliver what they promised to convince me to purchase a phone that sells for less than half of what I paid without the plan provided with this purchase.This company is doing this to a lot of people without repercussions. Something has got to be done. People do not know their rights nor that they can notify the Better Business Bureau about this.
Business Response
Date: 06/17/2025
Dear ****** *******-***:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated May 27, 2025,regarding BBB case # ******** complaint.

Your complaint states that you did not get what you paid for as advertised in the packaging of the cellphone bundled with a service plan you purchased from the store.

Please note that TracFone Wireless Terms and Conditions indicate that if you purchased a TracFone phone from a retailer or wireless dealer (and not from TracFone directly either by phone or online), your Phone purchase is subject to that retailers policy. To determine whether your purchase is eligible, please contact the store where you originally made your purchase.

We reviewed your account with phone number ending in 8291, and found that the *** FLEX phone was activated on 5/30/2025 with a $20 30-day service plan. The account is active and Usage Records indicate that the service is being used.

We spoke with you via phone number ************ on 6/9/2025, and discussed the status of your account and service concerns. You could not provide any service PIN for the ****** plan you claimed; therefore, we could not investigate or add the missing service plan. As per policy, this purchase is not eligible for refund. Please contact the store where you originally purchased the device, for assistance.

If you still require assistance, you can contact an agent at ************** enter PIN ****. 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 1321887387.

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: 07/09/2025

Complaint: 23382408

I am rejecting this response because: Please see attached.

Sincerely,

****** *******-***
Business Response
Date: 07/18/2025
Dear ****** *******-***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 9, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you purchased the phone with the plan outlined in the box, but you already discarded the original box. In addition, you have already provided the receipt, as proof of your purchase.

We apologize for any inconvenience this may have caused you. We may need further details on this particular purchase to provide further assistance, since this special promotion is exclusive to Dollar General Stores.

We attempted to contact you via phone number ************, and have sent emails to ******************* on 07/10/2025, 07/11/2025, 07/17/2025 and 07/18/2025, to discuss the matter with your complaint. However, we were unable to reach you,and have not yet received your response to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 *********************
Business Response
Date: 08/21/2025
Dear ****** *******-***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/13/2025, regarding BBB Case number ******** complaint.

Your complaint states that you have not received any contact from TracFone. You also mentioned that you have moved to a different address.

Per our previous response, we have conducted multiple attempts to reach you, via phone number ************,and have sent emails to the email address you provided, from 7/10/2025 to 7/18/2025; however, we were unable to reach you, and have not yet received your response to our emails.

Our records show that your phone number is inactive; therefore, we have sent further emails on 8/17/2025, 8/20/2025, and 8/21/2025, to provide further assistance. However, we still have not received any reply to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 Resolution Department
Initial Complaint
Date:05/27/2025
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 had my phone paid for 3 months and they are supposed to unlock my phone after 60 days, they claim that i have only had active for 30 days. i am seeking for them to unlock the phone
Business Response
Date: 06/17/2025
Dear *********** ******:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated May 27, 2025, regarding BBB Case number # ******** complaints.

Your complaint states that you paid three months of service for the phone and it is supposed to be unlocked after 60 days. However, you were informed that the phone was only active for 30 days. You would like the phone to be unlocked.

We understand your desire to use the device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones)that were activated with Total Wireless service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

We reviewed your account with phone number ending in 0358, and our records show that the phone was activated in February 2025 with a 30-day plan. Transaction History shows that the device remained active by having service plans transferred from different phones. Please note that the phone needs to have a minimum of 60 days of paid service to be eligible for unlocking.

We attempted to contact you via phone ************ and have sent emails to *********************** on 05/30/2025, 06/02/2025, 06/03/2025, 06/04/2025, and 06/09/2025, to discuss the matter with your complaint. However, we were unable to reach you, and have not yet received your reply to our emails.

If you should 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 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
Customer Answer
Date: 06/18/2025

Complaint: 23381887

I am rejecting this response because:
I did pay 90 days and tracfone refuses to acknowledge this
Sincerely,

*********** ******
Business Response
Date: 06/26/2025
Dear *********** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did pay for 90 days of service; however, it was not acknowledged, and your phone remained locked.

As per our previous response, the device did not meet the required 60 days of paid and active service. The redemption of the service plan must be made to the specific phone. As reviewed, the phone was initially activated on 2/26/2025 with a $50 30-day Total Wireless service plans. The number was transferred to two other phones,where another 30 day plans were redeemed, and was transferred back to the original phone.

We spoke with you via phone number ************ on 6/19/2025, and discussed the aforementioned.However, you insisted that you redeemed a 90-day plan, and requested to escalate this matter. We conducted follow-up attempts to reach you via same phone number, and have sent emails to *********************** on 6/20/2025,6/21/2025, and 6/22/2025; however, we were unable to reach you, and have not yet received your reply to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. 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:05/26/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone abruptly shut off my cell phone about May 21, 2025. My service was supposed to until June 20, 2025 (my 'anniversary date - purchase of the phone). By shutting it off they shorted my about on month of service, but the also voided any 'Carry over' of any Data or Texts I was entitled to carrying over. Tracfone's 'Chat is not willing to resolve the issue. And there is no Email address to send a complaint.
Customer Answer
Date: 06/04/2025
Update June 4, 2025:
Tracfone said that my phone had been owned by someone who had Lifeline. However, when the Tracfone was Refurbished they did not disconnect this relationship to my phone and its SIM code, etc.
Today 6/4/25 I checked my Tracfone Account and it was shown as Inactive. Apparently the link still exists between my phone and its SIM code and the previous phone owner. This is third time that this has happened. I spent long time on their Chat line and writing E-mails. From my phone call with Tracfone all they did is 'reset my phone'. I do not think they did anything to disconnect the relationship to the previous owner.
From my perspective; Since, Tracfone cannot remove the connection between my phone and the previous owner the only way to reasonably resolve this is to supply me a brand new similar 5g Tracfone with no encumbrances on it and my GB and Texts restored and my service extended based on the time I lost due to the Inactive periods. I estimate that is about two months of Service Time. Their Contractor did not do the proper job of Refurbishing the cell phone.
Thank you

Business Response
Date: 06/16/2025
Dear **** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2025 regarding BBB Case number ******** complaint.

Your complaint states that your account was shut-off prior the expected service due date. With this, almost a month of service went missing, and your Carryover texts and Data were voided.

We reviewed your account and determined that it was deactivated prior the service due date. An in-depth review of the account shows that the account was deactivated since it was associated to a cancelled ******** enrollment. This could be due to the account or the device,being previously associated to a cancelled Lifeline Enrollment. Nonetheless, we already reactivated the account using the remaining service days of the service plan you previously purchased.

On the other hand, please be advised that your texts and data balance will carryover on your next service plan redemption, provided that the account is reactivated within 60 days.

We received your call via phone number ************ on 5/29/2025, and discussed the status of your account. However, you confirmed that you dont have Lifeline enrollment. With this, we submitted an escalation to correct your account, and agreed to contact you for updates.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********************
Customer Answer
Date: 06/16/2025

Complaint: 23379068

I am rejecting this response because: I purchased the 'Refurbished' Tracfone directly from Tracfone. The assumption is that the phone is "cleaned" of the previous owner's information AND electronic connections. The phone was not properly "Cleaned". This is the third time that Tracfone or others shut off my service. A reasonable resolution is Tracfone provide a comparable NEW 5g Smartphone and extends my service by at least the two months that I lost. My assumption is this will happen again and again... (i.e., "Ground Hog Day"). This does not even start to compensate me for the aggravation and time on overly extended "CHAT Line" and E-mails to Tracfone and others

Sincerely,

**** **********
Business Response
Date: 06/26/2025
Dear **** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/16/2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased the refurbished phone from TracFone and assumed that it was cleared with all information of the previous owner; however, it was not.Your phone kept on getting deactivated; therefore, you are requesting new comparable 5G phone, and at least two months of service.

In our review of the previous escalation submitted, it shows that the account has already been corrected. In addition, there is no consequent deactivation after the last deactivation which happened on 6/3/2025. The account is currently active, and Usage Records indicate that the phone is working, and service is being used.

We attempted to contact you via phone number ************ and have sent emails to ************************** on 6/18/2025, 6/19/2025, 6/20/2025, and 6/21/2025, to discuss the aforementioned information. However, we were unable to reach you and have not yet received your reply to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 *********************
Customer Answer
Date: 06/26/2025
Dear BBB
Tracfone does not say how they will ensure that the phone is not shut of in the future or many times. The phone has been shut off at least three times and Tracfone did not know why (safelink) until this last time.
Lemon law usually says if there are three attempts to fix it and they are not successful then a new one is required. Tracfone has not explained why the connection of this phone to Safelink was not remove during "Refurbishment". Tracfone has not given any reason that they have anything differently this time than the previous shutoffs. I expect that I will continue to have shutoff and have to go through this several times more...
Thank you
**** **********
Initial Complaint
Date:05/25/2025
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 purchased Tracfone time and the sim card to switch my Moto Pixel 6a phone to Tracfone but when I tried to switch over and entered my IEME# from my phone Tracfone informed me that my phone isn't compatible.Why wasn't this checked when I placed the order? Why would you blindly send out sim cards without a check to see if the potential customers phone can be switched over to **********************.********************** is owned by *******. Where I am switching from is also owned by ******* (Total Wireless). I feel it is done on purpose as ******* just WANTS MONEY not to actually provide ********** now I am going to move to a company not owned by ******* as ******* is a criminal company that doesn't care and it shows. Please refund me with a full apology admitting you use predatory sales tactics to get our money. Thanks.
Customer Answer
Date: 06/04/2025
******* who own tracfone and the service carrier I am using now (Total Wireless) refuses to help me so I am moving this to the ********* in ************ and the proper federal departments as well as stopping any and all payment from ******* going forward and submitting the fraudulent charge for review by my bank so that i am properly refunded.
As of yesterday the 3rd of June I moved my service to a new carrier and will no longer do business with ******* going forward. They have shown they do not care and are a criminal company just out to defraud its customers.

Business Response
Date: 06/16/2025
Dear ****** **********:

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

Your complaint states that you purchased a TracFone Bring Your Own Phone (BYOP) SIM kit, only to discover that your device is not compatible with the service. As a result, you are requesting a refund for the purchase.

Upon review, we found that you placed an order for a TracFone Bring Your Own Phone (BYOP) SIM kit on May 6, 2025, under order number 2308-F01110FSOE, with a total amount of $23.27. According to *** tracking number 1ZY902R60239171448, the package was successfully delivered to your address on May 9, 2025.

We attempted to contact you by phone at ************** on May 27, 28, 29, June 1, and June 4, 2025, but were unable to reach you directly. However, you responded to us via email at ******************** where you reiterated your request for a refund. Please be advised that your refund request has been submitted, and the transaction reference number is 89439575NBP3LXMU. The credit is typically posted within 3 to 5 business days,and we recommend contacting your financial institution to verify the posting.

Additionally, for future reference, TracFone Wireless offers a BYOP compatibility check on its website. Simply click on the Learn Morelink under the Love your Smartphone? Keep it! section to verify if your device is compatible before purchasing a SIM kit.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321435178.

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: 06/16/2025

Complaint: 23376774

I am rejecting this response because: They called me when I was working and refused to call when I was available or to just issue the refund. They are a criminal organization and show that they do not care about their customers. I have left their companies and would never do business with ******* again. There is no worse than this company. I am going to file fraud charges against them through our DA and also through my lawyer. It is time to take ******* on and show the world just how criminal they are. The proved it with their lack of action and difficulty to even be able to speak to anyone. The call center is outsourced and the person I spoke to was drunk when I called them back and wasn't able to do anything and refused to do anything. THE CEO BELONGS IN PRISON!!!

Sincerely,

****** **********
Initial Complaint
Date:05/25/2025
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.
On May 17th 2025 I added minutes to my daughters phone. Purchased from TracFone a month of unlimited talk, text, data. This is a phone I previously had and used for over 5 years but last year gave to her when I went to another provider. My daughter was going somewhere with her friend in the next state over but only 2 hours from us so I definitely wanted her to have minutes on her phone to be able to contact my child. It worked for 30 minutes and then stopped. Contacted customer service after holding for an hour and the customer service agent was so rude, I explained that I was messaging my child on Snapchat to relay messages of what we were trying to do, the customer support agent told me that I was contacting her thru Snapchat so it didn't matter the service wasn't working because I had a way to talk to her. I said yeah while she is at her friends home connected to wifi I can speak to her on snap but when she goes out with no talk, text or data and around strangers I cannot, but that didn't matter because we paid for service and service lasted less than 30 minutes that should have lasted 30 days. Refused resolution and refund so I am coming to the BBB for assistance. I will be switching service from TracFone to another provider after this horrible customer service experience and rude agents with TracFone. Imagine purchasing something and the provider telling you that even though they sold you this service that it didn't matter if it worked or not because you have other methods of service from other providers that do work. Wow! I work in customer service and have for over 2 decades in customer service management & could never imagine speaking to a customer like that over concerns of their product being faulty, I would immediately try to resolve the issue not dismiss it. The service is in my name ******* ****** and the number is ************ I want the refund in full refunded to the original method of payment. Also asked to speak to a supervisor and the agent said no
Business Response
Date: 06/13/2025
Dear ******* ******:

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

Your complaint states that you paid for your daughters phone service but it only lasted for about thirty minutes and when you called customer care for assistance, adequate resolution was not provided. As a result,you are requesting a refund for her plan.

Upon review, we found that the TracFone account with phone number ending in ********************************* the network. The record shows that the account has zero SMS units, zero data balance but has 142 voice minutes available. Additionally, the transaction history of the account shows no redemption of an unlimited plan on May 17, 2025, instead what you purchased was a $39.99 (200 minute / 90 access days) airtime plan.

We attempted to contact you via phone at ************** and email at ************************** on 5/29/2025, 6/01/2025, 6/02/2025,6/03/2025 and 6/05/2025, but without success. We were unable to speak with you directly and have not receive any email response. With that, it would be best for us to speak with you directly to provide the assistance required.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321590709.

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

Sincerely,

Executive Resolution Department

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