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

3,492 total complaints in the last 3 years.
810 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:05/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My cellphone service is a monthly with 2 lines for discounted price of $*****. Last month for some reason they charged me the 1 line price of *****. I have my payment as auto deduct, and I didn't change the price of the auto payment. I have called several times to get this fixed and after very long wait times and multiple disconnects I got through today to find out why 1 line of service had been disconnected for non payment even though their system says my account is the 2 line account. Operator ****** #****** informed that before they could do anything I have to pay $***** today to reactivate my line. I asked if I'm supposed to pay &***** are they going to credit me the overpayment. He checked & they said no. I then asked if I pay the $***** for my line how much is my next payment. He said next week it be $***** for the 2nd line. I asked when will I get the discount of the 2 lines, he said he can't & won't do anything until I pay the $***** today. I then asked for a *************** said I'm not allowed to talk to a supervisor. They messed up and split my discounted lines to 2 separate more expensive lines and now the refuse to fix it unless I pay $***** this week, $*****, next week & then he wouldn't tell me when they will give me the correct discounted price. I've auto paid $***** for several years and now they messed up and want me to over pay for their advertised 2 line discounted price.
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 27, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that her cellphone service monthly with 2 lines for discounted of $75.88. However, she found out that she needs to do a separate payment for 2 lines since the other one has been disconnected and need to pay the ***** for each line. She was asking the discount for the 2 lines.

Upon investigation, we cannot find any active account under ****************** information. We were unable to view the payment history into the account and address this matter accordingly due to limited information associated into the complaint.

We attempted to contact Ms. ****** multiple times via phone ********** and e-mail ******************** on 06/06/2023, 06/07/2023, 06/08/2023, 06/09/2023, and 06/13/2023 but we were unsuccessful. We are still waiting to hear from her.

We must speak with Ms. ****** so that we can gather further information needed to do an investigation and to review the accounts that are related to her issue payment for two lines.

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 BBB ticket number 1278240720.

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:05/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a new TracFone online on May 20, 2023 and I also ordered minutes to use on my new phone. I paid for it online through my bank. I chose regular *** shipping, and was told it would be here by Friday (the 26th). It didn't arrive, I contacted Tracfone, and after looking up the internet receipt, it flashed, then an error message appeared. I tried to access it again, the same thing happened. Then I kept doing this until I was able to gather the complete transaction number. The customer rep then told me this transaction receipt number is invalid. The money for the phone has been removed from my bank. I cannot get an explanation as to what has happened to my phone. There is a transaction receipt, but I can only ******* for 1/2 second. But I retreived the number and Tracfone says it's invalid. I cannot get satisfaction, information, or even where they claim to have sent e-mails. Now, I have an account with **********************, but it has been de-activated due to the amount of time this is taking. So, I want my money back. I spike with *********, employee number ****** and I also spoke with a TracFone manager by the name of ***** Employee number ******. Neither of them were nice nor helpful. I just want my money back. Thank You, ***********************
Business Response
Date: 06/06/2023
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2023, regarding BBB Case number ******** complaint.
Mr. ********* complaint states the he ordered a phone and minutes on 05/20/2023 and paid it using her bank card. And was told that he will receive it on Friday 05/26/2023 thru **** Unfortunately,he did not received the phone while looking through our website and error message appeared. He spoke with the customer service rep and was told that the transaction receipt number was invalid. ***** was already deducted on his bank and yet no phone was delivered and could not get any explanation from what happened to his phone. He want his money back.
We spoke with Mr. ********* on 05/31/2023,06/01/2023 at phone number ************, about his order and ask for the order number so that he can track the delivery. Our records show that order was placed successfully last 05/20/2023 with the amount of $27.65. Furthermore, no order number available. Escalation was successfully submitted and inform him that we will call him back for the updates.
Upon further review of Mr. ********* order, records show that there is still no order number available. We briefly spoke with Mr. ********* on 06/05/2023 at his phone number ************ and confirm that he received the phone and activated it with a new number. He is very thankful to ** for helping him expedite the phone delivery. Meanwhile, if he need further assistance he can call ** back anytime.

If ***************** should still require assistance, he can contact ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Ticket Number 1277897270.
Thank you for choosing TracFone Wireless, Inc.
Sincerely,

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

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:05/27/2023
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.
ON 5/13/23 i bought a service plan for $138.70 (ID #*******************, this was on line so don't have a card. Now because I need a 15 digit code from that transaction my minutes can''t be restored by me and on line help. I've been trying to get normal service ever since I bought a now phone (5/06 #*********). I just got one of my phones in service on 5/19 incredible how those service people can do things to stop functions or not, but can't help me on this issue my phone #**********.
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 27, 2023, regarding BBB Case number ******** complaint.

****************** complaint states that he is having issue getting the paid $138.70 service plan online on May 13, 2023, he requested a refund.

As per our investigation, ****************** called and performed a phone upgrade from old to new device on May 17, 2023, reference ticket number **********. After a few hours, he processed an upgrade back to the old device from the new phone, reference ticket number **********. Then, he called back again and processed the phone upgrade from old to new phone after 1 hour, reference ticket number **********. His new TracFone device is active with his existing phone number and Pay Go minutes with the service end date until 05/29/2024. He reactivated his old device with a new phone number ending **** with 30 day unlimited plan on May 20, 2023. The usage transaction shows that the two devices are in use. In addition, we were unable to find record for the one year plan purchased online on May 13, 2023. With this, ****************** may contact his bank to file a dispute to get a refund on the paid service plan that does not reflected on his TracFone phone account.

We spoke with ****************** on June 6, 2023 at **********. He confirmed that he was the one who processed the transfer request and reactivated his old device with an unlimited plan and new phone number. He also added that both phones are working perfectly fine. He will be calling us back once he reach the service end date on his old device to process the transfer request from new device back to the old phone. In addition, he was able to login to his TracFone my account and was able to view the service end date of each device.

Now, he claimed for the one year service plan purchased online for a total of $138.70 on May 13, 2023, but we were unable to find this transaction under purchase history on both old and new TracFone devices. We advised him to contact his banksince we were unable to find the payment transaction that was made on May 13, 2023 online; however, he refused to file a dispute from his bank. He decided to just call us back to process the transfer request from new phone back to the old device and ended the call.

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 Ticket Number 1277903727.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 06/17/2023

Complaint: 20112583

I am rejecting this response because:
I feel this is a matter for Tracfone and PayPal and if PayPal never made the transaction why are they disputing Tracfones' account? I just know $138.70 cleared my Bank on May15/2023 by EFT ACH MASTER GROUP PAYPAL.
Sincerely,

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

We do apologize for the inconvenience.****************** stated he received his credit back in his bank account. For the inconvenience I provided 30 days of compensation to phone number (***)-***9034.
The new service end date is 09/18/2023.
All the above information has been provided, so we will consider this matter closed.
Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:05/26/2023
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.
On Thursday, May 26th my phone stopped making and receiving calls so i called tech support. Instead of them fixing my issue they somehow changed my phone number without my consent or knowledge. I've had my number for over 20 years in business and now i'm without a phone b/c its still not working after they out right changed my number without my knowledge. I called back over 13 times and no one would let me speak to a manager. Its very frustrating and unacceptable. I NEED MY ORIGINAL NUMBER BACK!! WHY WOULD STRAIGHT TALK CHANGE MY NUMBER WITHOUT MY CONSENT AND THEN REFUSE TO LET ME SPEAK WITH A MANGER TO CLEAR UP THE ISSUE???? When i call back i get the run around and no one knows what they are doing. It has now been over 24 hours and still my original phone number is not back on my account. I need my phone number ************ back!!!!
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 27, 2023 regarding BBB Case number ******** complaint.

Ms. ***** complaint states that on May 26, 2023 her phone stopped making and receiving calls so she called tech support, but instead of fixing her issue her phone number was changed into a new one. She wants her old phone number back.

We spoke with ************ on 6/5/2023, 4:31 PM EST at ********** and as per conversation, we were able to attach her old number back to her account.

In our review, a system error caused Ms. ***** phone number to change without her consent. And since the phone number is still retrievable thus we were able to attach it back to her account.

We spoke with ************ again on 6/7/2023 and as per conversation, she informed ** that her phone is already working properly with the old number back to her account. However she raised a new issue. She said that she lost her ****** rewards points on her account. And another issue is when she text NTP to ****** to get her number Transfer Number PIN she received a response that her phone seems to be inactive since 6/5/2023 and she need to add a new service plan to her phone. We tried to resolve her lost loyalty rewards issue but since her account only shows her loyalty rewards points since May 2023 up to present, she said that she doesnt mind about the lost rewards points, we will just resolve her ****** service issue.

We attempted to reach ************ on 6/11/2023, 4:16 PM EST at ********** and 4:18 PM EST at ********** to check if her ****** service issue has been resolved, but we routed to a voicemail. We sent her email at ********************** We are still waiting to hear ************. We need to speak directly with her to address her ****** service issue accordingly.

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 1277897181

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


Sincerely,

Executive *********************
Initial Complaint
Date:05/26/2023
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 ordered a phone on May 22 from TracFone.com. I paid for "next day delivery." It's now May 26th and the phone has not been shipped. I've called multiple times and have been treated like garbage. The customer service representative **** helped last made it seem he was trying to help and said my phone would be delivered today because it was being picked up last night for shipping. I've asked for refunds on delivery and then the entire order, both times I was scoffed at.
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 26, 2023, regarding BBB Case number: ******** complaint.

Ms. ***** complaint states that she ordered a phone on May 22, 2023 from TracFone.com and paid for next day delivery. She requested to get a refund since it is already May 26th, and the phone has not been delivered yet.

We spoke with ************ on 6/2/2023, at ************ and she provided two order numbers ********* and *********.

Our records indicate that Ms. ***** orders ********* and ********* are both Apple Iphone 11 with 64 GB kind of device. It shows that ************ was processed with a refund on the first order with the amount of $264.99 on 6/6/2023 based on reference number 42801552KIK7PP0J. On the other hand, the second order ********* was delivered in ******** ** ***** on 6/3/2023 with a tracking number 9405511202055889876179.

We received an e-mail response on 6/12/2023, stating that she returned the second phone she ordered and would like to request for a refund.

We attempted to contact ************ via phone number ************ and e-mail **************************** on 6/12/2023 as a follow up call, but we have not been able to reach her. Thus, we left a voicemail message.

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 1277894782.

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:05/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone for $53 (tax included) from Tracfone after my Tracfone phone screen broke and stopped working. In conducting online "chat" messages with a Tracfone employee, I made clear that I am not able to make or receive texts and phone calls until the new phone (sent by the company itself) is activated, and that I do not have another phone-service contract for another phone. Even so, the employee thrice told me to call the company. I repeated my statement that I do not have access to a phone, but the employee replied by giving me the company's toll-free number. I repeated my statement again, and the employee said I could call the company help line at ******. Accordingly, I no longer have confidence in the Tracfone company and am asking for $53 or for the phone that I purchased to be unlocked so I can use it with another phone-service carrier. By the way, I suggested the use of email, but the employee did not respond to my offer. Also, at least one other carrier that is funded in part by the U.S. Lilfeline program does not depend on texts or a phone call to activate service for existing customers who transfer service to a new phone sent by the company; the phones automatically connect to the company. So Tracfone's procedure, which requires existing customers changing phones to use our existing phones is substandard, and in fact does not work for customers who purchase a new phone from Tracfone because the last phone no longer operates. This is not a small oversight, or problem, and yet customer service essentially told me that the company would not activate the phone that the company had just sent to me after I made the purchase. While I was looking at the company's phones online, I informed the sales employee in an online message that I had accidently dropped my existing Tracfone phone and so it no longer worked. The employee also knew I was going to buy a Tracfone but did not mention that I would need to have an active phone to activate.
Business Response
Date: 06/12/2023
Dear Skip ******,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 26, 2023 regarding BBB Case number ******** complaint.

**************** complaint states that he purchased a phone for $53 but he cannot use the phone calls and SMS features. The customer do not have an alternate number for troubleshooting purposes. Since the customer does not have an alternate number, he wishes for a refund of $53 or have the phone unlock. The customer preferred e-mail for communication. However, we cannot determine if the number provided is subject to complaint or the alternate number to contact. In addition, the customer also mention he drops the phone so the phone will no longer work.

Upon review, we are able to locate his account using the phone number provided, and is showing phone number active and provisioned correctly. Per our records, **************** applied for Lifeline and ACP 10/26/2021 and was approved, 11/10/2021. The benefits includes SL Super *** T&T & *******, *** ILD, 10GB Hotspot. Thus, we need to speak with the customer to provide complete assistance and attend to this matter accordingly.

We attempted to contact ***************, 05/31/2023, 06/01/2023, 06/02/2023, 06/05/2023 and 06/12/2023, but we were unsuccessful, we were routed to voicemail. We could have do the basic troubleshooting, and the factory reset to determine if it is needed for us to send a replacement phone for ****************

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

Please refer to KANA reference number ******* or Ticket Number 1277894386.

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 06/22/2023

Complaint: 20109056

I am rejecting this response because: Tracfone incorrectly claims that I had claimed that the phone does not work. Once again, my claim is that when I called Tracfone to activate the phone, I indicated that I do not have a backup phone with which to call the company. Astonishingly, the representative gave me a number to call! I said that I did not have a means to call, but the representative gave me another number to call. Because of the incompetent and frustrating manner in which the company handled the activation of the phone I had purchased, I have decided to switch carriers. In my complaint to the BBB, I request either that Tracfone either unlock the phone or refund my phone (and I can return it if the company sends me a box or protected envelop with postage paid). I had had a ******** phone (sent by Tracfone), and in comparison the current phone has wifi problems (e.g., varying volume on ******** etc while I am walking). So, I would rather return the phone for a refund than have the company unlock the phone for use with another carrier. After 60 days, the company is willing to unlock the phones anyway, so with this delay due to the company's lack of comprehension of my BBB complaint (which is another reason why I am going through the BBB rather than having another incoherent conversation with a representative of the company), it will soon me 60 days anyway. The company's lack of comprehension of my complaint to BBB confirms my judgment to sever ties with the company, including the phone it had sold me. Accordingly, I request a refund of $53 and am willing to return the phone.

Sincerely,

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

This is in response your rebuttal 06/20/23 regarding your Better Business Bureau complaint.

In order to receive a refund the device will need to be returned with a receipt or purchase order number.
We attempted to contact you at ************ but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/12/2023

Complaint: 20109056

I am rejecting this response because: I have attempted to reach the company several times by email so there is a paper-trail. In spite of the fact that I stated in my previous reply to BBB that I want the company's employees to communicate with me in writing, the company's employee (Frita) claims to have attempted to call me. Furthermore, employees at the company continue to miscomprehend my complaint as being solely predicated on a phone that does not work. To be sure, there are problems with the phone, but central to my complaint is the fact that the company had insisted that I call the company to activate the phone even as I indicated (on the online chat) that I did not have a means to call. So I would like to change carriers, and to return the phone for a refund after I have made the switch. I do agree with the company being willing to give me a refund for the phone, and I request that the company send me a pre-paid postage envelop or box in which I can return the phone. Again, my complaint hinges on the way the company's employees mishandled the matter of activating my phone (i.e., sending me phone numbers to call even as I was indicated that I did not have a phone to use as my previous one had broken and my new phone was not yet activated). Other carriers similar to Tracfone have a means of activating their own phones without the customer having to call. It is because of the company's policy and bad customer service that I am asking the company to pay for the shipping. Incidentally, that bad customer service is also evident in the company's employees refusing to contact me by email even though they knew that contacting me orally was not going to happen. The company can reach me at ******************.

Sincerely,

Skip ******
Business Response
Date: 07/14/2023
Dear Skip ******,

This is in response your rebuttal 07/13/23 regarding your Better Business Bureau complaint.

In order to start the process to receive an envelope for the return, please update your address on this complaint.

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: 07/25/2023

Complaint: 20109056

I am rejecting this response because: I received an email from a "*****" of Tracfone sent on July 13, 2023 in which the company refuses to refund the phone, and will only exchange my current phone for another. "*****" claims that refunds are not given on phones that have been activated for longer than 15 days, and yet the company agreed in writing to BBB and me after the 15 days that the company would accept a refund. That is, the company agreed to refund the phone even though it had been activated longer than 15 days prior, and then subsequently, on July 13, 2023, reneged. Yet in its response to BBB to which I am here responding, the company offers to send an envelop and refund the phone. I accept that offer, but reject the exchange-only email from "*****", which I have pasted below.  At this point, I don't know even if the company is of "one mind." I suspect that "*****" is not aware of the offer presumably made by a "*****."
I reject the offer to exchange phones because, as I have indicated in my complaint, which "*****" acknowledges having seen, the problem is not just the phone, but also the atrocious customer service when I was attempting to activate the phone. It is interesting that "*****" acknowledges reading that I want contact only in writing from the company (the return-to-exchange confirms for me the ******** of getting everything in writing from that company), and yet states that she tried again to call me. She states incorrectly that my phone does not work. Even if I do not catch an incoming call, she could have left a voicemail, but that she would call at all means that she was intentionally acting against my reasonable stipulation that the company communicate to me in writing. That she sent an email to me means that the company could have contacted me in writing when repeated attempts to call me failed.
I accept the offer by the company to refund the phone and send me an envelop, though I am not able to provide an address in this response because I will be moving and I do not yet have the new address. Perhaps the BBB would have the company reply to clarify whether it had reneged on its offer to refund the phone. My complaint, which I have specified, is not just based on a faulty (though workable) phone, but against the company itself. An exchange is unfortunately consistent with the company's ongoing misconception that my complaint is only regarding the phone, rather than the company and thus with its service. The way in which the company has responded to this BBB complaint just confirms my lack of confidence in the company in being able to conduct business with it.
Here is the email in which a "*****" contradicts the company's offer made through the BBB.
******************************************** Thu, Jul 13, 3:40?PM (12 days ago)

Dear Skip,

Thank you for your interest in SafeLink Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue.

We did not attempt to call you today, July 13, 2023 since the phone is
not working and you do not have an alternate number to call. You also
mentions on the e-mail to communicate with you in writing. This is in
response to the escalation that we received about your refund request
for your device. We sincerely apologized for the inconvenience this may
have caused you. Upon review, we are unable to process a refund for this
case since the phone has been activated for over 15 days. Thus, we can
only process a phone exchange. If you have any questions you may reply
to this email or contact us back.

If you have any further questions or concerns, please contact us via
chat or by calling one of our customer care representatives at
*****************************. For your convenience, our representatives
are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for being a Safelink Wireless customer. We appreciate your
business.

Sincerely,

*****
Executive Resolution Department
SafeLink Wireless

Original Message Follows: ------------------------

To: ***************************
Freda501107
Ticket # **********

Business Response
Date: 07/27/2023
Dear Skip ******,

This is in response your rebuttal 07/25/23 regarding your Better Business Bureau complaint.

The previous agent was following protocols. As a curtesy, a refund can be granted depending on the case. We will need the order number, IMEI # of the device or receipt. We will be happy to send an envelope to start the process once we receive the information that is needed.

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 # **********
Initial Complaint
Date:05/26/2023
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.
I lost my phone an called to get my account closed..they refused to close my account...my phone number was **********..I have called many times and as today I still am paying for a phone I no longer have..I want them to refund my money ******..this is two payments..I also went to my bank to get them to stop payment with no luck..so I paid ***** for a check hold?The phone company changes the cost of the phone so the stop check will not go through..all I want is my refund..I live on a fixed income an can afford to pay for a phone I do no longer have.thank you
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 March 07, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that her husbands phone was lost and she is requesting a refund of $110.74 for the charges made on 4/19/2023 and 5/3/2023.

We spoke with **************** today, June 1, 2023 12:45 PM EST at ************; however, mid-conversation, customer was no longer responding. Thus, we followed the customer places you on hold procedure and release the call.

We made another attempt to callback and spoke with **************** on 1:02 PM EST at ************; per discussion, we verify that the phone was lost on 4/22/2023 and since the account was enrolled in the Auto refill, her husband was charged for the month of May. Moreover, **************** claimed that his husband was charged not just on May 3rd but on April 19, 2023 as well.

In review, we were able to locate an active account using the phone number provided. Her husbands ********************* is currently enrolled in Auto refill for $55 Unlimited Plan - ************************ Per records, the benefits that was charged on May 3rd not used and no charge was made on 4/19/2023. In conclusion, we provided refund for the month of May on the credit card number ending in **** with Merchant Reference Number BP20230502585558825_CR0.

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 ******* 620or Ticket Number 1277893928.

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: 08/14/2023
They owe me $110.74 that is what they took from our account..card ******* bank card..All I want is what is owed us.ty
Customer Answer
Date: 08/14/2023
They owe me $110.74 that is what they took from our account..card ******* bank card..All I want is what is owed us
Business Response
Date: 08/23/2023
Dear ***************************,

We do apologize for the inconvenience.An attempt has been made to contact you via phone to the phone number ending in **** and left you a voicemail message.
The system indicates that successful usage was made from phone numbers ending in ****. Based on the information provided you are not eligible for a refund for your service. Plans have no cash value and are non-refundable. For terms and conditions, you may visit *****************************************************.
All the above information has been provided, so we will consider this as a final response.
Thank you for choosing Tracfone Wireless.


Sincerely,

*************************
TracFone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 08/23/2023
I called my bank there is no refund on this card...an no check has been mailed to me...the phone company said I would not get a refund what's up with that?They took money out of my account knowing I no longer had a phone...I want what they owe me asap.ty
Initial Complaint
Date:05/26/2023
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.
Date of purchase 5/22/2023 online remote wifi plus $25 for data purchase order #********* I have repeatedly called asking where is my order No one knows where it is have talk to straight talk and ******* and the corporate office of tracfone no one knows where my order is. So now I talk to you about this I either get what I ordered or get a refund it is the choice I give them but with no excuses since I have heard alot of them
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 May 26, 2023, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that she is having concern about her order that was not delivered and no one knows where the order is.

Upon review, customer placed an order in the website on May 22, 2023, with order number *********. The status of the order is still pending remote fulfillment and customer did not receive anything yet nor receive her money back. Thus, we created a ticket for escalation with reference ticket number 1277899629.

We spoke to ******************** today, June 7, 2023. As per conversation, she already received the order and make it activated.

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 Ticket Number 1277897695.

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


Sincerely,

Executive *********************
Initial Complaint
Date:05/26/2023
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.
On 5/25/23 I phoned Tracfone to receive a 2-day extension on my phone payment. I informed them that I had an urgent family matter to tend to and needed the extension. The representative refused to assist me with the matter. I have been a customer for over 25 years, and they are being uncooperative concerning my request.
Business Response
Date: 06/06/2023
************* Juliet,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/26/23, regarding BBB Case number ******** complaint.

Your complaint states that you requested a 2 days extension on your phone payment, you were informed them that you have an urgent family matter so you need the extension, the representative refuse to assist you with the matter, you have been a customer for over 25 years and they are being uncooperative concerning my request.

After further investigation we were able to verify that your account is active and well provisioned also we found a compensation ticket # ********** on 01/28/2023 that we successfully added a free extension on your account as one time courtesy that why you did not received your 2 days extension,

We have attempted to reach you multiple times via phone at ************ and via email ************************* on 05/31/23, 06/01/23, 06/02/23, 06/03/23 and 06/05/23 however, we were unable to speak with you, and you not respond to our emails.

Please refer to the **mail or reference number ******* or 1277893973.

Thank you for choosing Safelink Wireless.

Executive Resolution Departmen
Initial Complaint
Date:05/25/2023
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.
Re Ph#************ I have been a customer of ********************** a long time and Ive had the same phone active with various different numbers since 2004Recently TracFone had to shut down the network that provided service on my 19-year-old cell phone and sent me a new cell phone with a new Sim card included.Since the old phone stopped working I have been unable to activate my new telephone and Sim card-I had already paid for 12 months of service and over **** minutes on the original phone that were set to expire at the end of this month the network shut down occurred 3 January and I have been unable to activate, use my phone or make calls/ texts since then.I have made at least seven phone calls and spent hours on the phone with various different TracFone representatives trying to resolve this issue.Every time I speak to someone a TracFone I have to repeat the entire story and go through the entire diagnostic process process again-with the same completely unproductive results. the last time I spoke to someone was today being that the phone service wouldve originally expired tomorrow. (somehow it has been extended in the system to July 2 which is great because this issue is not resolved yet.) At this point I am through wasting time with these people they obviously cannot fix the phone and they keep basically putting me off and delaying the whole process I guess theyre hoping I will go away. It is clear that they are not able to resolve this issue and they wont send a new phone until they go through all these diagnostic tests just one more time well its never just one more time its over and over and over again I have asked for a refund of the hundred plus dollars I spent on a phone plan that Ive been unable to use for the past 4 1/2 months they refused to do a refund-I want a refund- I want $100 back and I want to be able to port my number I dont think thats possible so I just settle for the hundred dollar refund they owe me for the money that I paid on the old phone
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 May 26, 2023, regarding BBB case # ******** complaint.
Your complaint states that your phone stopped working due to migrated network and a new phone compatible with the new network was sent to you; however, it never worked. You added that you have already paid for twelve (12) months of service and over **** minutes were in the old phone and since January 3rd you have not been able to use your telephone service, as a result a customer service agent extended your service end date, but your issue has not been resolved yet; therefore, you are requesting a $100 refund equivalent to the year of service you paid for and you want to port your telephone number out as well.

We have verified the usage on your account from 01/01/2023 to 05/31/2023 and confirmed that you could not use your phone service. Additionally, we reviewed the usage from 06/01/2022 to 12/31/2022 to determine how long you were able to use the service. Therefore, since you had already used more than half of the service plan, we contacted you on 06/01/2023 at ************ to provide you with the information found and offered you a partial refund that you accepted. Also, you requested your Number Transfer PIN (***) to transfer your phone number to a different provider; however, since your phone service did not work and the *** is sent as a text message, we let you know we needed to escalate the request and you agreed to receive call once we have an answer.

We spoke with you again on 06/02/2023 and provided you the *** with entire success. Also, you asked if we could unlock your phone to use it with the new service provider; therefore, we addressed your request and told you to please allow within 24 to 48 hours to receive the unlocking codes by email. Additionally, we started the Refund process and created a request. Please note that the credit process in 3 - 5 business days after processing. However, it may take up to 30 days for the check to be sent to your address; as per Ticket Reference No. 1278007773.

On 06/07/2023 we contacted you again since our system indicated that the portability was processed, to which you confirmed that the number was already active in the other company, but you were still waiting for a *** card and you wanted to receive a call in the next eight (8) days to verify if it worked .
We spoke with you again on 06/16/2023 and you told us that the *** card was received and active with the new company; however, you expressed you do not consider this resolved because you have not receive the refund yet and requested a new callback. We tried to contact you on 06/20/2023 to inform you that the refund request is still in process and remind you it takes within 30 business days, but we were not able to speak with you.

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 1277948412. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wirele
Customer Answer
Date: 06/21/2023

Complaint: 20106957

I am rejecting this response because:
The matter is not resolved completely yet, you had told me that the refund had been expedited and I shouldve received it however I have not.
Also the unlocked phone works but with some major technical issues and wont work with all Sim cards. so I think as a matter of fairness you should be willing to unlock a phone that I purchased with you a few years ago so I at least have one unlocked working phone . I was a customer with ********************** for almost 20 years.
The only thing thats completely resolved is the number was successfully ported.

Sincerely,

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

We do apologize. On July 11,2023, a refund was processed for an amount of $ ***** dollars.

Please allow 30 business days to receive your refund check via mail.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

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

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