Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,492 total complaints in the last 3 years.
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:05/25/2023
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.
Tracfone is refusing to provide me the account information so that I can take the number to another carrier. They are refusing to close out the account. ********************** have a rule that you must make 1 call a month to keep the account active. I have not been able to make a call in months. The phone is broken. I spoke to a representative who Identified his self as ****** ID *****. They wont let me utilize my online account. They are being paid for the account and are taking the money but not providing the service or doing what is necessary to make sure the I am able to use the phone.
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 05/26/23, regarding BBB Case number ******** complaint.

Your complaint states that Tracfone is refusing to provide you the account information so that you can take the number to another carrier.

Tracfone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We were unable to process the requested port out, because you could not provide the Number Transfer *** (NTP), account number, or Zip Code associated with the account, which is needed to port out the number. To proceed with the porting-out process from Tracfone, you will need to have their account number, and NTP Pin. To receive a Number Transfer Pin (NTP), you must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive

We 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 1277894783.

Thank you for choosing Tracfone Wireless

Executive Resolution Department

Customer Answer
Date: 06/06/2023
Tracfone is retaliating against me for filing a claim against them. They are refusing to provide me with the pin to port my number to a different company. As of yesterday 6/4/2023 they put a port restriction on my phone and restricted my number from receiving calls and text. They change my PIN number so I cant port the number. This is an safelink account. They keep sending me emails to call because of my last report but refuse to provide me with the necessary information. Here is a list of employees and ID # that Ive spoken to. ******* ******, ******* ******, **** ****** representative, Romeu ******, ******* ******, *** ******, ****** ****** NTP, ****** ******, ***** ******, ***** ******, Jalue ******, ***** ID# ******, Apologized for me not being able to utilize the service since February. I asked to be reimbursed he stated I cant be reimbursed because it is a free account. They are scamming the government. He stated in order to port my number to a new company I have to sign up for the Government Program again.
Business Response
Date: 06/21/2023
Dear *****************************,

We do apologize. We have attempted to contact you via phone however we have been unsuccessful in reaching you.

As per security purposes based on the information provided in order to provide you with a resolution to this matter, we will need to speak to verify account information. What will be a good contact phone number and time where you can be reached?

You may contact me directly via email to **************************

Thank you for bringing this matter to our attention.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 06/24/2023

Complaint: 20106343

I am rejecting this response because: Tracfone is known for scamming when it comes to the safe link program. My phone been broken since February. I have not been able to charge it to make a call since February however Tracfone have been receiving money for this account. They refused to provide me with a phone or close out the account. According to ********************** you must make 1 call a month to keep the account active. Even though I couldnt possibly make a call they left the account active to continue to collect. Tracfone continues to send me emails to contact them here is another list of people (with I.D numbers) Ive spoken to. ***** ******, ****** ******, ****** ****** NTP ********* ****** Nurita ****** ****** ****** *** ****** Romeu ****** **** ****** representative ******* ****** ****** ****** ******* ****** ****** 22949
***** ****** one of manager from cooperate office.
**************
******************************, ***** ,
Jalue 519059.
If Tracfone account authentication process requires you to know the last 4 numbers of a phone number you dialed in the last 30 days. If I didnt make a call since February then how was I to provide them with such information. After Tracfone was made aware of my complaint the cut the service off to the phone as I stated in my complaint and on June 5, 2023 they supplied me with the information to port my number without me providing them information. They were paid for 4 months that I was not able to utilize my phone.

Sincerely,

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

We do apologize. ****************** stated that her phone has been defective since February and the customer claimed she was being charged.
I spoke to the customer and requested for her account phone, and she did not want to provide any account details for me to assist her.

As per security purposes based on the information provided to provide you with a resolution to this matter, we will need to verify account information.

****************** did not want to be assisted,so we will consider this matter resolved.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:05/25/2023
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.
Tracfone is spamming me with multiple text messages containing only a set of numbers; 11 texts so far.They have cancelled my order, claiming the phone I ordered is no longer in stock, meaning they are refusing me the opportunity to take advantage of the discounted status of the sale price WHICH IS FRAUDULENT.I have been transferred FIVE TIMES to different departments, only to discover this.I have spent an hour on the phone with customer service and the office of the president of tracfone.This is heinous and a horrible hardship.Tracfone has bait-and-switched me.How can you let this continue to do harm to the consumer in fair commercial online transactions???Where is the security in online shopping???
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 25, 2023, regarding BBB case # ******** complaint.

Your complaint states that you have been receiving spam text messages from Tracfone, in addition, you ordered a device with discount but it was not delivered and you have not receive the required assistance to resolve this matter.

We checked your account with phone number ending on **** and we found that your account does not have text messages notifications active consent, which prevents the system to send any kind of text messages from us. The text messages with links to access other webpages or asking you to provide your confidential information, is one of many tactics a scammer can use to mask their true intensions.

You may always prefer directly go to official contact channels; access your online web account or contact us via an official phone helpline.

On the other hand, we have contacted you on 06/02/23 and 06/05/23 to the phone number ************; you were able to provide the Order information, that was searched in our system; but it was determined that the purchase transaction failed, and that was the reason the device was not shipped out; we discussed about the transaction, and were able to get to an agreement.

Therefore, a service plan extension was offered towards the purchase of a device on our website, and said order was placed, per reference No. *********; the service plan has been provided on your account, per reference ticket No.1278418107.

Moreover, upon reviewing your new order, our records indicated the purchased transaction failed again; we attempted to get in contact with you on 06/06/23 and 06/09/23 in order to talk about our arrangement and let you know the plan is still available on your account, so may approach to a retail store and purchase to your preference one of our devices; however, we were unable to speak with you, and we received a reply to our emails but no additional contact information was provided.

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 1277954941.

Thank you for choosing Net10 Wireless.
Customer Answer
Date: 06/12/2023

Complaint: 20106156

I am rejecting this response because:
80% of the entire aforementioned response are an aggregation of lies and partial truths.
They actually DID attempt to contact me; once I was in the shower and heard the phone, but could do nothing about it, and once THEIR network did not forward the phone call. They call in THEIR CONVENIENCE, NOT MINE. THERE WAS NO SET TIME, OTHER THAN THE ONE CALL THAT WAS HALF HOUR LATE.
They have done NOTHING to resolve this issue.
This is obscene.

Sincerely,

*********************************
Business Response
Date: 06/26/2023
Dear *********************************,

This is in response to the June 12, 2023, rebuttal to ************************ complaint # .20066212.

Thank You for the additional comments and feedback about the complaint. We apologize for any issues that you encounter with the service.

A check of the attempted and failed transactions, indicate that the credit card may have a restriction that is not allowing our system to process the transaction. The code indicates that the bank should be contacted. Also, an attempt to place a credit card transaction, will often cause a credit card pre-authorization that will cause funds to be placed on hold. The held funds are returned when the hold is dropped, around 72 hours, depending on the financial institution.

If you would like to try the transaction again, agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number ********** , as a reference.

Thank you for choosing Net10 Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 06/28/2023

Complaint: 20106156

I am rejecting this response because:
Tracfone ARE LIARS!!!
I have called the number, and the **** I have gotten TEN DIFFERENT STORIES as to why my purchase has been rejected.
You must be smoking crack to think I am THAT STUPID.
YOU PEOPLE ARE CRIMINALS, AND THE ***** OF THIS PLANET

Sincerely,

*********************************
Initial Complaint
Date:05/25/2023
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.
My phone got wet and quit working, I bought another TracFone and a reload card which TracFone customer service reloaded but refused to transfer my number to the new phone. I have memory problems and difficulty with passwords and pin numbers. I finally remembered my account pin number, but customer service wants last 4 recently called numbers (I can only recall 3) and an email. I don't have an email account. They refuse to restore my service even though it's paid for.o
Business Response
Date: 06/09/2023
Dear Mr. ********************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/25/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a new phone as your current device got wet and stopped functioning and when attempted to transfer your phone number and service, the process could not be completed, since you could no pass the authentication flow.

TracFone Wireless customers account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We attempted to reach you multiple times via phone at ************ on 6/01/23, 6/03/23, 6/04/23, 6/05/23 and 6/09/23; however, we were unable to speak with you and you have not responded to our e-mails. It would be best to communicate with you in order to provide the require assistance.

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

Please refer to email reference number 1277947787.

Thank you for choosing TracFone Wireless.
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.
IN DECEMBER 2022 I BOUGHT A ******* A13 5G TRACFONE. IN APRIL IT STOPPED WORKING IT WOULD NOT TURN ON. I MAILED IT BACK FOR A REPLACEMENT PHONE ON APRIL 15 2023 VIA *** TO **** *************** ********* ** ***** MY TRACFONE TICKET NUMBER IS ********** ACCORDING TO MY *** TRACKING NUMBER WHICH IS 1Z6980XX9029419189 MY PPHONE WAS DELIVERED ON THURSDAY APRIL 20 2023 AT 9 15 AM AND SIGNED FOR BY VALLERIO. I WAS SUPPOSED TO GET MY REPLACEMENT PHONE 3 TO 5 BUSINESS DAYS AFTER THEY GET MY OLD PHONE. I STILL DON'T HAVE MY PHONE AND TODAY IS MAY 25 2023. I HAVE BEEN CALLING EVERY WEEK TO CUSOMER SERVICE AND THEY TELL ME IT IS IN THE MAIL. THEN THEY TELL ME THEY DIDN'T GET MY OLD PHONE. I FINALLY CALLED CORPORATE IN ******* AND TALKED TO ****. HE CHECKED MY *** TRACKING NUMBER TOLD ME HE TALKED TO THE WAREHOUSE AND THAT I WOULD GET MY PHONE IN 3 DAYS. A WEEK WENT BY AND I CALLED CORPORATE AGAIN. THIS TIME **** SAID THEY CAN'T CALL THE WAREHOUSE FOM THERE SO THEY ARE LYING TO ME. I HAVE HADTRACFONE OVER 20 YEARS I AM AT MY **** END I JUST WANT MY PHONE REPLACEMENT. I'M 72 YEARS OLD AND WOULD LIKE MY PHONE BEFORE I KICK OFF. PLEASE HELP ME I'M SICK OF CALLING CUSTOMER SERVICE WITH NO RESULTS THANK YOU *****
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 05/25/2023, regarding BBB Case number ******** complaint.

Your complaint states that in December 2022 you bought a ******* A13, in April the phone stopped working and it would not turn on, you mail it back the device to get a replacement phone on April 15/2023 via **** you were supposed to receive the new device in the next 3 to 5 business days after they get the old phone, you still dont have the phone yet and today is *** 25/2023.

Tracfone wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged phone on 4/6/23 per Ticket # **********.

We spoke with you on 06/08/2023 via phone number ************ we discussed the status of the replacement phone. We confirmed receipt of the defective device in our warehouse. Your mailing address and the Tas ticket were updated. Based on the updated information we re-issued a replacement device on 06/05/2023 per *** tracking number 1Z7X28F00243097983. Our records indicate that you received the replacement phone at the correct address on 06/08/2023.

Please refer to the **mail or reference number ******* or TAS ticket number 1277896008.

Thank you for choosing Tracfone wireless
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.
Dear BBB Tracfone Order # ********* Cell Phone Model: TCL 4X 5G Cell Phone IE: *************** I purchased a TCL-4x 5G Reconditioned Tracfone. Tracfone on May 12, 2023, required me to buy one of only six (6) plans. I reluctantly chose the 365 Day, 24 GB Data & unlimited talk and texts.The problem started when the Technician activated the phone. The Dashboard did not show any Data. I used Tracfone Chat Line and 800 **************** line several times to try to resolve this issue. Along the way one of the Agents said I had 29 GB of Data. But, by 5/23/2023 the Agent said that the phone had used up all of the Data. I finally got into the Data Screen on the new phone and it said I had only used **** GB of Data from 4/23/23 to 5/23/23. Now on 5/24/23 the phone says that I have used 197 MB of Data. If I have used less than **** GB of Data then even the 6 GB that came over from my old phone should still leave available Data. There should at least be 2 GB of Data even if TF dolls out the 24 GB of Data. I think ******* is trying to drive out all of the Prepaid Customers out of cell phone businesses like Tracfone. Then the people will be forced into expensive regular Plans.My desired resolution is for Tracfone to load the 24 GB of Data from the new plan, plus the 3 or 4 GB of Data that was supposed to be transferred to the new phone. It would be nice if they would give a bonus for the time and Pain and suffering, but I dont think that will ever happen. The minimum damage is that Tracfone has stolen more than 27 GB that is worth at least $100 and as much as $240.00 based on the difference of the two 365 Days plans and the cost of additional Data. If you have any questions or need additional information please contact me at CarlPatrickson @hotmail.com, or Phone ************.
Business Response
Date: 06/09/2023
Dear *****************************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/25/23, regarding BBB Case number ******** complaint.
Your complaint states that you activated a new phone by using a new plan you bought and the remaining balance from your old device. In total you had more than 29 GB of data between the new plan and the remaining balance which disappeared from your account, and you were told that you used all of it, but you did not. Therefore,you want your data balance back.

We checked your account and we found that your data balance was mistakenly deleted from your account due to an unexpected system error. Your balance history shows that one of our agents added data to your account but, per system limits we were unable to add the full amount; hence, we updated your account and added the missing data balance to it to reach the correct data amount. Reference ticket No.1277841456 and 1277952996.

We attempted to contact you via phone number ************ and ************ and email was sent to ************************** on 06/01/23, 06/02/23, 06/04/23, 06/05/23 and 06/08/23; to confirm that you can see your balance updated now. However, we were unable to reach you. You replied one of your emails letting us know that you were able to see your balance updated on your account with the correct amount of data.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Thank you for choosing Tracfone Wireless.
Business Response
Date: 06/09/2023
Dear *****************************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/25/23, regarding BBB Case number ******** complaint.
Your complaint states that you activated a new phone by using a new plan you bought and the remaining balance from your old device. In total you had more than 29 GB of data between the new plan and the remaining balance which disappeared from your account, and you were told that you used all of it, but you did not. Therefore,you want your data balance back.

We checked your account and we found that your data balance was mistakenly deleted from your account due to an unexpected system error. Your balance history shows that one of our agents added data to your account but, per system limits we were unable to add the full amount; hence, we updated your account and added the missing data balance to it to reach the correct data amount. Reference ticket No.1277841456 and 1277952996.

We attempted to contact you via phone number ************ and ************ and email was sent to ************************** on 06/01/23, 06/02/23, 06/04/23, 06/05/23 and 06/08/23; to confirm that you can see your balance updated now. However, we were unable to reach you. You replied one of your emails letting us know that you were able to see your balance updated on your account with the correct amount of data.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:05/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 12.08.2022, I became a new Tracfone customer. I was referred by a friend and received ***** points. I added two phone lines, a flip phone and a smart phone, to receive ****** points each. This total of 2***** points is documented in my rewards activity on 12.09.2022. The smart phone had 365 days of service when I purchased the phone package for $80. Tracfone told me the 2***** points were pending for two months and then I could use them to redeem for a new phone or more refill minutes. One day, Tracfone deactivated my smartphone and I could no longer text or make calls. I contacted them on 02.21.2023. They said I was not making enough calls or texts, which they claim to maintain an active line I need to text or call at least once every 30 days. Under the terms and conditions Tracfone reserves the right to deactivate any phone for which there is no voice, text or data usage for a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. They are breaking their terms with deceptive practices. On 2.21.2023, Tracfone reactivated my account and said I would have to wait 60 more days for the ****** points for that phone line. I waited and called them on May 24, 2023. They refused to give me the points claiming once my phone deactivated, the points were lost. It appears Tracfone is randomly deactivating many peoples phones to avoid having to give reward points. I read many posts on various forums with the same complaint. I would like the BBB to assist me in getting my ****** reward points that were stolen by Tracfone by not abiding by their own terms and conditions. My account phone lines are ******* My Flip phone ************** and Moto G smart phone ************.
Business Response
Date: 06/05/2023
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 25, 2023, regarding BBB case # ******** complaint.
Your complaint states that on 12/08/2022, you became a new Tracfone customer. You were referred by a friend and you received ***** points. You added two phone lines to your account, a flip phone and a smart phone device, to receive ****** points for each phone. This total of 2***** points was documented in your rewards activity on 12/09/2022; however, one of the phones was deactivated due to a system error and she lost ****** points. Tracfone refused to give you the missing points.
We checked your account and we were able to see the 3 phones registered on your account, 2 of them are currently active and the other one deactivated on 05/26/2023. Due to a system error, you did not receive the ****** points for one of the phones activated on February of 2023, even though, the phone was activated in our system for more than 60 days; therefore, you are eligible for the ****** points. As per our records on 05/31/2023, you called customer service and the missing Loyalty reward points were successfully added to your account.
We have contacted you on 06/02/2023 to the phone number **********; and you were able to confirm that you successfully received the ****** missing Loyalty Reward points to your account.
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 1277899999. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wire
Customer Answer
Date: 06/05/2023

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:05/24/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
******************************************************************** May 18, 2023 TracFone Wireless, Inc.Attn: ******************************* **** N.W. *********************************** Ladies and Gentlemen: My cell number is ************ It is not working and has been-no service for a couple of months.Subject: Service stopped--Refund of $ ****** is due.Credit card was charged $1.06 on March 28. $1.06 Serv pd $216.10 on 12/12/2022/59 cents a day Dec 19+Jan 31+Feb 28+Mar 28 = $62.54 serviced ($216.10-62.54)$ ****** Total REFUND due $ ****** You have been my only cell provider service. After 18 and more years, I can no longer be your customer. ************ has proven massive time wasting without any result. I gave up from getting any result and help from your employees. ***, my spouse, has now given up also without any result of activation success. Too much time wasted without any competent help. TRACFONE IS NOT PROVIDING ANY SERVICE. Please send the $****** to **** at above address.Sincerely,M. ********************* landline # ************ ********************** Tracfone wanted a new Sim card; Tracfone has been unable to make service activated with new card.Should you not give me a refund of $****** for pre paid service which is not being provided, then I will be filing a complaint with BBB at (941) 955-8187and BBB of West ******* Address:****************************************************************************** Phone: ******** (727)It would be time and money saving for both of ** if you will mail me a check for $ ******.====================After numerous calls and emails, Tracfone proves to be incapable of verifying with an email to me stating the $ ****** refund has been approved and how I am to receive my money. I gave them my **** (last 4 digits of my cr card) and address stated above. I have been promised emails TWICE by phone with NO results.
Customer Answer
Date: 06/06/2023
June 4 my husband's credit card was given $154.62.

Tracfone's employee said {after I held for 3 two minutes intervals} it was processed. We found it! Thanks!

*** ***** of Better Business Bureau---THANK YOU!

So happy I can now attempt to get service ***********.

Thanks to everyone!
Initial Complaint
Date:05/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Due to the 5G conversion, TracFone deactivated my cell phone in December of 2022. They sent me a replacement phone that would be compatible, but due to relocating (moving to another city), I was unable to transfer my service to the replacement phone within 60 days. Although it has only been 5 months, my old phone number, which I have had for 20 years, is still "portable", but TracFone will not attach this number to my new phone, NOR will they allow me to keep the minutes, data, and texts I had. I feel this is extremely unfair, and I would like this corrected as soon as possible. There MUST be a way to retrieve my number and add the minutes, texts, and data I had prior to their deactivating my phone.
Business Response
Date: 06/01/2023
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/24/2023, regarding BBB Case number ******** complaint.

Your complaint states that due to the 5G conversion, TracFone deactivated your cell phone in December of 2022. They sent you a replacement phone that would be compatible, but due to relocating (moving to another city), you were unable to transfer your service to the replacement phone within 60 days

After further investigation we were able to verify that your account is past due also we check the status of the number that you want to keep ************, but your number is no longer available to retrieved in addition we contact our Ported escalation ***** for assistance to tried to get your phone number back but we receive the information that the number is no longer available.

We spoke with you on 05/31/2023 at the contact phone number ************ and activate the new phone number with a new number also we added the benefits that you have on the old cell phone also we tested all of the feature and the phone is working properly and no more assistance was needed.

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

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 06/02/2023

Complaint: 20101119

I am rejecting this response because: ******************** Representative did not complete the process of crediting back the missing data. I stated, and the picture I submitted confirms that the amount of data that should have been replaced was 13.52gb. I only received 9gb. I informed the **************** Rep that he didn't give me the full amount, and he said it would appear within an hour. It never did. He also said that he would re-contact me in one hour, which he did not. If he had, he could have finished crediting the data. ALSO, and very important - he did not give me an appropriate phone number for my area. My area code should be 830, but the one he gave me was a 726 area code. This is not acceptable. I hadn't discovered this until after our phone call. He CSR only confirmed that the phone worked.
I also do not accept that my former phone number of 20 years is not still retrievable. The number has not be reassigned to any other cell phone customer. I still wish to have my phone number back. A company as large as TracFone should be able to accomplish this.
Please address these issues in a timely manner. BBB, thanks for your help with this!

Sincerely,

*********************
Business Response
Date: 06/14/2023
Dear *********************,

This is in response your rebuttal 06/13/23 regarding your Better Business Bureau complaint.

Research indicates that the previous number ********** was not retrievable. 4GB of data was added to device IMEI # ***************.

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 Straight Talk Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 06/21/2023

Complaint: 20101119

I am rejecting this response because:

Hello - your response to my follow-up complaint went into my spam folder, so I apologize that I didn't see it sooner. That being said, I checked my account online and saw that you did add the missing gigs of data, and I thank you! The only problem remaining is that the *** assigned a strange phone number to my phone, and had an area code that wasn't even common to my area. I need an 830 area code, so I still need a new phone number. Please assist with this at your earliest convenience. You may contact me via e-mail or phone. Thank you for your assistance.
*********************; ************ **********************

Sincerely,

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

This is in response your rebuttal 07/03/23 regarding your Better Business Bureau complaint.

We will accommodate in retrieving an 830-area code,but we cannot guarantee it. In order to better assist please confirm your zip code.

We attempted to contact you at ************* on 7/7/23 but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/15/2023

Better Business Bureau:

I was able to contact a customer service representative who was successful in helping me to obtain a phone number with the correct area code. While that issue was resolved, I am still dissatisfied that TracFone was unsuccessful in retrieving my original phone number. Despite this major shortcoming, I find their resolution now satisfactory to me, as all other issues were resolved.

Sincerely,

*********************
Initial Complaint
Date:05/24/2023
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.
Back in January they made us replace our SIM card with a new one powered by ******* that has caused nothing but problems. My payment suppose to be on auto pay but it never works so every month I have had to call in to pay it but it takes a minimum of 4 hours to get it done because for some reason they cant kind my phone number or my ime number and then they tell me I have to get a new phone number cause mine has been sold to someone else, then they transfer you and get discounted at least 6x. Finally you get someone that gets your phone number back. I am done with this company. I paid my bill yesterday and told them I was switching companies and before my new service was activated properly with my same phone number they deactivated my phone. I have been without phone service for 27 hours now and I cant reach a live person to get help and a refund because I have no phone service. This is poor customer service especially when Im a mom that needs my phone ICE. My husbands phone is still working so far. My act # is ***************. Thank you. And the amount they owe me is $26.45 my husband $20.58 his ac # is ***************
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 5/24/2023 regarding BBB Case number ******** complaint.

In accordance to Mrs. ********* complaint alleges that she asked for refund due to service not working both her and her husbands phone.

In our review, ********************* and her husbands account has been reactivated on 5/22/2023. In addition, ********************* ported out her number on the same date but her husbands phone is still active with ******* Family Mobile.

******* Family Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Hence, we needed to speak with the customer directly.

Multiple attempts were made via phone number ************ and ************ on 5/30/2023, 5/31/2023, 6/01/2023, 6/03/2023 and 6/09/2023 but we were unsuccessful, routed to voicemail so we have left a voicemail message. We have received a response from email *************************** on 6/01/2023, 6/02/2023 and 6/08/2023 but she doesnt indicate the exact date and time where we can reach her directly.

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.

Thank you for choosing ******* Family ******************************************************************
Initial Complaint
Date:05/23/2023
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 Sep 17, 2022, I purchase TracFone device with a 1 yr of service with **** min/**** text/**** MB. Since then I have activate it but not utilized it. However, when I need to utilized it only 1 of the phone service work, the rest either says have not value in term of voice/text/data. I have been talking to representative multiple times. Some say it will get fixed, some says you don't have value in the account (which is incorrect since I seldom/never use it). Basically, talking to the TracFone representative lead to now where. I also asked multiple time to escalate to the supervisor and they will say they can't do it. In the mean while my expiration time is ticking and that it will expire in 4 month. This has been the worst service provider that I have dealt with. My TracFone account#************** ************************************************************************************** Attached is my tracfone purchase
Business Response
Date: 06/01/2023
Dear **************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/23/2023, regarding BBB Case number ******** complaint.

****************** complaint states that he purchases a Tracfone devices with 1 year of service,**** mins, **** SMS, and **** mb of data. He activated the phones but seldom use it. However, when he tries to use it, only one phone works, the rest says have no values in terms of voice/text/data.

Upon review,we did locate Roziins accounts using the phone numbers provided and is showing phone numbers are active and provisioned correctly in our system. However, 2 of the phones shows 0 balance for talk/text/data. Thus, we need to speak with the customer to provide complete assistance and attend to this matter accordingly.

As per BAFM:************ IMEI # *************** / ********** authorization # LP1201 - no usage call/text/data. 2nd accounts IMEI # *************** / ********** authorization # LP1202 - no usage for call, 2 SMS usage for text, and no data usage.

We spoke with Roziin today, 5/30/2023, at phone number **********, and he stated that 2 of his 4 phones has already been fixed, so for now, 2 phones have no balance.However, upon dialing BAFM to ask for the exact remaining balance for the phone, we will need to wait for ***** minutes, so we informed ******, and ask if he is willing to wait or we will call him back tomorrow, he chose to be called back tomorrow at 4 PM EST.

As per BAFM:************ IMEI # *************** / ********** authorization # LP1201 - no usage call/text/data. 2nd accounts IMEI # *************** / ********** authorization # LP1202 - no usage for call, 2 SMS usage for text, and no data usage.

On the next day, we spoke again with ******************, but unfortunately, he does not have the phones with him, and he failed to authenticate the account. We suggest that we will going to schedule him for a call back tomorrow, he agreed, and he wanted to be called at 10 AM EST with the same contact number. We contacted again *****************, on 6/1/2023, and spoke with him, he successfully authenticated the account, and we also successfully processed replacement. Furthermore, he is asking for additional months of service, and upon investigation, it shows in our system that he have called since March of 2023, so we also added 2 months of service for his phones. We let him restart the phones to ensure that balance will automatically be updated, and let him try to make a phone call, and he is very thankful that it works

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 1277859124.

Thank you for choosing Tracfone Wireless.

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