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.
812 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/22/2023
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 had bought a TracFone in December 2022 for my son. 3xs I had the same issue with the phone them staying Stating that my phone was inactive and yet it was working I been on the phone with several different reps and managers. One manger had found and validated my account which I have proof then the last one said they wanted me to pay again after I've already paid for a year service ending December of 23 my phone was working fine I was waiting on a call back now I have no service I have a kid I am in the middle of a disability case and this is unacceptable ** now I have no phone at all that I've paid for a year I want this resolved immediately I can't be without a phone I have to many docs and lawyers calling daily this is really put me in a bind with losing money and apts and my kids school can't even call me. This company seems to be the biggest scam of all. Please help me bbb I have proof of everything I've stated
Business Response
Date: 06/05/2023
Dear, *************************

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

Your complaint states that you bought a phone in December, 2022 and you have been experiencing issues, as the service appears to be inactive but it was working. Upon contacting customer service team you were informed that you needed to pay; however, you already paid for a year plan, yet the phone is now not working.

Based on the usage records we reviewed for your account between for the last 30 days of service, it does appear that a service interruption occurred during that time period. This could occur due to many factors including his device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and his proximity to buildings, foliage and other obstructions, weather and other conditions. It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated.

We attempted to contact you multiple times to the contact number ************ and email sent to ************************ on 05/25/2023, 05/26/2023, 05/27/2023, 05/29/2023 and 06/02/2023; however, we were unable to reach you and you have failed to response our emails.

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

Please refer to email reference number ******* or Ticket Number **********
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless
Initial Complaint
Date:05/22/2023
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.
My sons phone broke after 1 week of having it, I called and talked with someone they stated that it was under warranty and would send me a shipping label to send it back. I received the shipping label and sent the phone back on 4/********** the shipping label box was a slip that says once they receive the phone they will ship out the replacement. I have called tracfone every single week trying to get ahold of a tracking number as to when the replacement will be here. I have gotten the absolute worst customer service. I have been told that the phone was shipped out on 5/10, so I called then again on **** and was told then that the phone had not been shipped, but would be another 3-5 business days. I then called on **** and got a total different story that the phone had shipped and was given a bs tracking number, that does not track anything. I then called again on 5/18 was assured that they phone had shipped and would be here no later than 5/20, well guess what still no phone. I called again this morning to figure out where the phone is again and yet again was told well you have to wait 48 hours for updates, was given yet again a different tracking number that does not exist. Every single time I ask to talk to a manager I am told that we assure we are doing everything we can. At this point I have waited for a month for a phone that was to be here in no time. I have gotten a different story from everyone I have talked to along with bs tracking numbers and when I bring that to attention that the tracking number does not work I get more lies, this is a horrible company that is infuriating me. I want the replacement sent to me with overnight shipping!!!!! My debit card has also been charge for the monthly service that I can't utilize, which I want refunded for!!!!
Business Response
Date: 06/05/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/22/2023, regarding BBB Case number ******** complaint.

Your complaint states that your son phone broke after 1 week of having it, you called and talked with someone they stated that it was under warranty and would send you a shipping label to send it back. You received the shipping label and sent the phone back on 4/********** the shipping label box was a slip that says once they receive the phone they will ship out the replacement. You called tracfone every single week trying to get a tracking number to verify when you will receive the replacement phone.

Tracfone 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 04/21/2023 per Service Ticket # ********** our warehouse records indicate that we received your damaged phone on 04/21/2023. Please allow 7 to 10 business days for receipt of the replacement phone, and check **** tracking number for shipping updates on the status of the device.

We have attempted to reach you multiple times via phone at ************ and via email ****************** on 05/24/23, 05/26/23, 05/27/23, 05/30/23 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 **********.

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

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 06/05/2023

Complaint: 20089815

I am rejecting this response because:
I have called and talked with someone, every time. I have replied to the email. I called once again today as when I called Thursday and Friday I would be provided a tracking number for the phone replacement, and today the tracking number I got says its been delivered on 5/30 ( which was a return box- for a phone thats already been received) every single time I talk with someone I get a different lie! I should not take over a month for a replacement phone to be shipped, and every single employee to give me a different answer, espically since I am calling the business line.
Sincerely,

***************************
Business Response
Date: 06/15/2023
Dear ***************************,

This is in response your rebuttal 06/05/23 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been updated to receive the device
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 N.W. ********************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 06/15/2023

Complaint: 20089815

I am rejecting this response because: I don't understand how it is that every time they "claim" to have contacted me it was un-successful I have again provided a picture of the phone call that I received today from someone at Tracfone. She assured me that the phone is processing, but then again I told her I was assured that from ******* the employee I talked to on Monday and the phone would be here by no later than Friday (as I was told it takes 3-5 days) This has been dragged out and dragged out, I have been charged now for 2 months of service as well, (******* said he took care of that, and I will not need a new service card until the 9th month) But honestly I still dont even have the phone so that's not a good enough response either!!!!
I have voiced my thoughts on shipping to Tracfone every time I have talked to them and believe that they should be overnight shipping that phone!!!!! I should not have to wait and wait again. Its complete crap!!!

Sincerely,

***************************
Customer Answer
Date: 06/15/2023

Date Sent: 6/15/2023 11:35:05 AM

Complaint: 20089815

I am rejecting this response because: I don't understand how it is that every time they "claim" to have contacted me it was un-successful I have again provided a picture of the phone call that I received today from someone at Tracfone. She assured me that the phone is processing, but then again I told her I was assured that from ******* the employee I talked to on Monday and the phone would be here by no later than Friday (as I was told it takes 3-5 days) This has been dragged out and dragged out, I have been charged now for 2 months of service as well, (******* said he took care of that, and I will not need a new service card until the 9th month) But honestly I still dont even have the phone so that's not a good enough response either!!!!
I have voiced my thoughts on shipping to Tracfone every time I have talked to them and believe that they should be overnight shipping that phone!!!!! I should not have to wait and wait again. Its complete crap!!!

Sincerely,

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

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

This is in response your rebuttal 06/26/23 regarding your Better Business Bureau complaint.

Research indicates that the device was shipped.UPS tracking # 1Z7X28F00261366201IMEI # ***************
We attempted to contact you at ************** on 6/27/23 but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. ********************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 06/27/2023

Complaint: 20089815

I am rejecting this response because: Yes, I received the phone call, however I am at work I have spent hours on the phone talking to people and gotten no where. I have received the phone which is bs, I was told I would not be getting a refurbished phone, but guess what I got, a refurbished phone!!! Shocker just more lies from your employees!!!! I should be compensated for the whole ordeal that I have went thro with your company!!! Its been absolute ridiculous!!!

Sincerely,

***************************
Initial Complaint
Date:05/22/2023
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 had a ******* Galaxy A12 cell phone and was locked out of it. I was advised to send it to tracfone warehouse and I would get a new replacement phone. The company has had my phone with ALL my information still in it because we (the company and I) were not able to unlock to factory reset. Since April 17, 2023. I was told on that date I would get my new one in 3-5 business days. Still nothing. I have called on April 27, and spoke ******, on may 5th ***, on May 9th **** a manager, on May 16th ****, she say she would call back, however a lady ***************** called me back. On may 16th I also spoke to a lady named ****, . Then on the 19th of May because I was promised a phone to be delivered that day I spoke to *****, then transferred me to a ******** also that day transfer me to a named *******. With the promise once again to my new phone by today which is May 22, 2023. Nothing in the mail or any delivery carrier. They refuse to send me a new phone, they refuse to reimburse me my $160.49 with tax that I paid and also refuse to send my phone back that I sent to them. Im wanting a full refund or my new ******* Galaxy A12 that I have been promised over and over.
Customer Answer
Date: 06/03/2023
June 3, 2023
Since filing my original complaint against Tracfone on May 22, 2023 this is what has been going on. I called Tracfone on May 23 and spoke to ********** and he refused to help said he was going to transfer me, however he hung up on me. I called right back and who ever answered also hung up. I then called ************ which is supposed to be the warehouse number, they also hung up. Finally reaching an agent at that number a man named **** said that they are processing the replacement phone. May 25, Kanay from Tracfone said that they had no black ******* Galaxy A12 but could send me a blue one, I replied that was fine. May 26 a lady named ***** called me from ************* and told me she was with Tracfone that she was responding to the BBB complaint and that I filed against the company. That I would receive my new phone within 7 business days. On May 29, ***** called me and said that the phone has been processed and that I would receive it by June 2. That she would call me back with a tracking number. May 30, ***** called and said they do not have any more ******* Galaxy A12 phones in any color, that could they send me a ******* Galaxy A13, yes, I replied. June 1, I missed a call from ***** and she asked that I call her back. However the number she wanted me to call was not the number she called me from. The number she called me from was **************, she wanted me to call this number ************** and put the pin number in and that was ****. I called that number and a man named ****** refused to let me speak to her saying she was busy, she not here, asking to get my name, number and ticket number, I refused repeatedly asking for *****. He then hung up. I called back and a man named ***** answere and said, no, I can not speak to ***** and hung up. Called back once again and ******* answeredked to speak to *****. He replied there is no ***** and hung up. June 2, I called ************** and got immediately hung up on. Called right back, ***** answered the phone, when I gave him ticket number, he hung up.I then called ************ spoke to ******* said I needed to call the warehouse and gave me this number **************. I called and I spoke to a lady named ******** and she said that the ******* Galaxy A13 has been processed and waiting for the carrier to pick it up that I can call back on June 3 for a tracking number. I called ************** and a lady named **** said I needed to contact the warehouse and gave me the number of **************. I called that number and a man named ***** answered and said I needed to be transferred, another lady named **** a manager said that the ticket was canceled that there is no phone available to me. No tracking number, no nothing. They also refuse to send my old phone back. I am wanting my old phone back, since it still had all my information in it, and a full refund of $160.43 that includes the tax, beings they are still refusing to send me a replacement phone.
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 05/22/2023, regarding BBB Case number ******** complaint.

Your complaint states that you started a device exchange process with ** and has not received the replacement phone yet.

Upon reviewing your account our records indicate that the replacement phone requested is out of stock. We apologize for any inconvenience this update may have caused you. We have updated the ******************* Ticket No. ********** on 05/25/2023.

We spoke with you on 06/05/2023 via phone number **********; we discussed the status of the replacement phone. We confirmed receipt of the damaged device in our warehouse. Please allow 7 to 10 business days for receipt of the replacement phone, and check *** tracking number for shipping updates on the status of the device.

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

Please refer to email reference number ******* or 1277685205.

Thank you for choosing Tracfone Wireless.

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,

*******************************
Customer Answer
Date: 06/17/2023
June 17, 2023, I ******************************* is writing to you, whom ever this mat concern at the BBB in regards to the wireless company Tracfone that I have been having issues with. I am updating what has been perspiring since my original file to the BBB. My last submission to you was on June 3, 2023 indicating that I should be receiving my replacement phone on June 8, 2023. At this time I still have received nothing. On June 4, 2023 I received a call from ***** and told me there was a delay, that the phone was still waiting for pickup by the carrier. On June %, 2023 ***** called me and now says I have to wait for a phone due to there is none available to me, nothing. I asked her for my old phone, she said no, that it has been processed in the warehouse. I asked for a refund of the $160.43 that includes the tax, once again she said no, that I have to get the replacement phone. On June 7, 2023 I called Tracfone and spoke to **** a manager, he told me the phone has been processed and that I will get my replacement in **** business days, that there is a problem with the carrier and they have no tracking number. On June 9, 2023 I called and spoke to a manager named ******** at the Tracfone **************** in *******, he told me the phone I sent in, a ******* Galaxy A 12, that they have had in there possession since April 17, *********************************** the system, that they had to update the **** in there files for sorting. That I would get my replacement in 3-5 business days. June 12, 2023 I spoke to ********* at Tracfone said that there is no phone available to me, that she would have to make another ticket for a replacement phone, then she claimed that oh yes there is a ticket already that the phone was waiting for pick up with the carrier **** She then retracted that and said, Oh my mistake, no phone available. Told her I was not happy at all, I wanted my old phone or refund, I am not playing there games anymore. ********* then said, oh, I see the phone was picked up by the carrier on June 10, 2023 that I would be receiving it between June *****, 2023. On June 16, 2023 I called Tracfone **************** and spoke to ****, he claimed to be a manager there and he told me there is no phone. Once again I asked for my old phone back or refund of the $160.43, once again I was told no. Today is June 17, 2023 and I still have received nothing.
*******************************, *********************** ******************. 56482 ************************* ************

Business Response
Date: 07/05/2023
Dear *******************************,

This is in response your rebuttal 06/30/23 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been updated and a device will be shipped.Unfortunately, once your defective device is shipped, we are unable to send it back to the customer.
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: 07/14/2023

Complaint: 20089407

I am rejecting this response because:
I have not yet received any replacement phone as promised several times. Nor have I received any emails or calls letting me know anything.

Sincerely,

*******************************
Business Response
Date: 07/19/2023
Dear *******************************,

This is in response your rebuttal 07/14/23 regarding your Better Business Bureau complaint.

The appropriate department was notified and is under investigation regarding the status of the device ticket # **********

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: 07/27/2023

Better Business Bureau:

I have received a ******* Galaxy A03 from the company, it is not anywhere near the grade I sent to them. I was promised a Galaxy ******* A12 ( which is what I sent them) or a A13. However I did finally receive a phone, I will except it. 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:05/22/2023
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.
TracFone inadvertently discontinued my service when due to a system problem they inadvertently zeroed out my account balance. They then charged me 100$ to sign up for another year despite the fact that my account had 1.5 years to go. I tried to have them refund my $100. I called 3 times each lasting 40 mimnutes. The transferred me x 2 each call, then disconnected me each time. Last call last night they said the ************ would call me back. They never did. They still owe me $100.
Business Response
Date: 06/05/2023
Dear, *************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/22/2023, regarding BBB Case number ******** complaint.

Your complaint states that you were mistakenly charged for the amount of $100. Upon contacting our customer service team you have not been provided with the required assistance to resolve this matter; therefore you is requesting a refund.

Based on the billing records we reviewed for your account for the month from January until May it does appear that on 05/20/2023 a second charge was competed on your account, due to an unexpected error. We apologize for any inconvenience this may have caused you.

We attempted to contact you to the contact number ************ and email sent to ******************* on 05/25/2023, 05/26/2023, 05/27/2023 and 05/29/2023 without success. Nonetheless, we received your call back on 05/29/2023 and we successfully started the Refund Process for the amount of $110.69 USD. The credit will be posted on your account within 3 - 5 business days after processing. However, it may take up to 30 days for you to see it reflected on your account depending on your financial institution.

We called you once again on 06/02/2023 to the contact number ************ and email sent to ******************* on 06/02/2023 to confirm that your issue was resolved to your satisfaction; however, we were unable to reach you and you have failed to response our emails.

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

Please refer to email reference number ******* or Ticket Number 1277628904
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless
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.Yes, I accepted the offer and withdrew the cmplaint.
However, BB should know that this company's Support is broken. There is a pattern by their Support that exhausts most consumers resulting I imagine in them giving up. That pattern is: Multiple long delays; transfers to other level or department and failure to call back as promised. In addition poor reception on apparent out of ******************* and accents make communication frustrating.

Sincerely,

*************************
Initial Complaint
Date:05/22/2023
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 May ******* I called Tracfone to resolve my no service problem with my ******** e6 phone having no service. I called 3 times to Tracfone to get this resolved. They said I was under warranty and they would replace my phone. I asked if there were charges such as shipping or handling on my end. They refused to tell me how the process worked. When they were supposed to call me back in a specified time they either did not call me or let it ring once so I could not get to it to resolve my problem. They then sent the email saying they tried so hard to remedy the problem. Nope! So I got a new phone since I need service. When I activated the new ******* phone my prior rolling minutes and text went to zero: all 11K talk minutes, 12K texts and *****gb of data disappeared. They arbitrarily put back minutes to 11K originally on one call and added more on a successive call. My current data is ***** and needs to be adjusted to ***** gb. Beings they purposely reneged on my phone replacement warranty this is the least they can do. I am being more than fair. They should reward me for my patience with more talk and text minutes since they purposely did not make good on the ******** phone. I am simply asking for the buckets I am due for my purchase of new tracfone time. My new phone added **** minutes of talk, **** texts and 1.5gb to the prior total. There is no way with no service I could use any data with the ******** phone hence their refusal to update the data is bad faith and bad business. My ticket for adjusting their mishandling of my phone buckets, ********** was closed after being told 3 different times my phone numbers would be restored to the newly purchased levels by each of the ** reps.
Business Response
Date: 06/07/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 22, 2023, regarding BBB Case number ******** complaint.

****************** complaint alleges that after he switch his service from his old phone to a new one the balance was adjusted. He tried to report this and was provided with a replacement ticket, but it did not fix the issue.

We spoke with **************** on May 30, 2023 at **********. As per our conversation, we advised him that we corrected the mismatch on his balance and it already reflected in our system. He confirmed that his balance was updated when he check it via 611 611 text code. However, the one that displays on his my account app is different. We informed him to allow at least 24 hours for the system to update. We made another call attempt the following day to check for update. Unfortunately, we were unable to reach him. Thus, we sent an e-mail to his e-mail address and he responded confirming that the correct balance for data and call was updated, but the *** stills displays the same. This is normal since the app will only displays the partial *** balance of the phone, but not the total *** balance. We have confirmed that the exact balance for **************** was already updated on our system reference replacement ticket number 1277851880.

Upon review, ****************** account is currently active within our service. Phone usage record indicate that the phone is in use. In addition, device is VoLTE and has good coverage on his location. Possible reason for the mismatch of **************** is due to system glitch. We confirmed that the correct balance was not displayed and as resolution we processed a replacement for the lost minute and it was successful.

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 1277592131.

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:05/22/2023
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 Tracfone from Best Buy in December 2022 for my daughters Christmas. We activated it on Christmas day with a 1 year Tracfone plan. She used it for a few months then the phone died. Best Buy ordered a replacement for us and told us to reactivate the phone with the original phone SIM card which they sent home with ** after turning in the defective phone at the local Best Buy store. When we called Tracfone today 5-22-23 to reactivate they stated the old number was deleted and we now have to purchase a new Tracfone plan for a new phone number they would need to issue. They stated the 1 year plan we purchased with the original Tracfone cannot be reused on this phone even though the device failure was not our fault and was covered by warranty at Best Buy. The Tracfone customer service line does not allow any escalation so the only folks you can speak with are the front line operators. It is unreasonable for Tracfone to expect us to pay for a new subscription as we still have a significant balance on our original plan. We are simply asking for our original 1 year Tracfone plan that we bought and paid for to be reinstated to the new phone number they will have to issue for the replacement phone.
Business Response
Date: 05/26/2023
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 22, 2023, regarding BBB case # ******** complaint.
Your complaint states that you purchased a Tracfone from Best Buy in December of 2022 for your daughters Christmas. You activated it on Christmas day with a 1 year Tracfone plan. She used it for a few months then the phone stopped working. You got a replacement phone from Best Buy and they suggested activating the new phone with the *** card from the old phone. You called Tracfone on 05/22/2023 to activate and the Tracfone representative stated that the old phone number was deleted from the system and you have to purchase a new Tracfone service plan.

You did not provide on your complaint the phone number for the old phone, ****, email address or account information. We searched our system by your name and contact number and were unable to locate an account in our system.
We have contacted you on 05/25/2023 to the phone number **********; you provided the old phone number attached to the old phone, as well as the **** number for the old phone. We were able to find the 1 year plan you added to the old phone on 12/25/2023, it was 1 Year plus 400 minutes service plan. As per our records, you only used 4 months of that service when the old phone got deactivated and it was returned to the retailer. We successfully activated the new Tracfone phone with a new phone number and 8 months of service plus 200 minutes. We were able to test all the features on the phone, and you are able to make and receive phone calls and send and receive text messages.
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 1277602043. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ***
Initial Complaint
Date:05/21/2023
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 2 Straighttalk activation kits on April 28th. I spoke with the representative in store about the plan and was assured it was unlimited everything. After maybe a week I called the company to see why the phones were not working. I was advised there was no data. I spoke with several representatives as well as a supervisor who assured me I could get a refund. I have reached out for over a week to get the refund and no one is willing to assist. I called today (5/21/23) and spoke with ******* who refused to help, let me speak with a supervisor or transfer me to the refund department. This is absolutely horrible to scam customers out of money.
Business Response
Date: 06/05/2023
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/21/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased 2 Straight Talk activation kits and you were advised by a representative at the store that they come with unlimited service; however, after using the service for a few weeks, your mobile data stopped working. When you contacted customer support you were advised that you purchased a plan that was not unlimited. As resolution, you are requesting a refund for both kits.

As per reviewing your account, we received a request to port both phone numbers to another provider. Our records show that the phone numbers ending in **** and **** were successfully released on 05/17/2023 Port Reference Ticket No ********** and **********, respectively.

In addition, we confirmed that the plans added to both lines were not unlimited. Based on usage records, more than 10 GB were used during the last billing cycle. Please note, if your Plan comes with a fixed amount of high speed data, your data speed will be reduced to as low as 2G for the remainder of your Plan cycle after you have reached your high speed data limit. Your data speed will be restored once your next Plan cycle begins unless you purchase a new Plan prior to the start of your next Plan cycle. If your data speed is reduced, the reduced speed may impact the functionality of some data applications, such as streaming audio or video or web browsing. Data transmitted over Wi-Fi does not count against your data usage.

Moreover, Straight Talk will not provide you with a refund for any remaining used or unused Services.
We spoke with you on 06/04/2023 via phone number ************ and you confirmed that you transferred your phone numbers since you were not receiving the unlimited data service. We explained you that the plan you purchased were not unlimited, reason why your data speed was reduced after the fixed amount for high speed were used. Also, we explained that your account was not eligible for the refund.

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 the email reference number ******* or 1277653163.

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

Thank you for choosing Straight Talk Wireless.

Customer Answer
Date: 06/06/2023

Complaint: 20086614

I am rejecting this response because: I was previously advised a refund could and would be provided as the service was NOT used for weeks. Additionally the kits purchased were sold as unlimited plans. This appears to be some sort of scam.

Sincerely,

***************************
Business Response
Date: 06/15/2023
Dear ***************************,

This is in response your rebuttal 06/14/23 regarding your Better Business Bureau complaint.

Research indicates that the device minutes and data was used. Service pin cards are non-refundable per terms and conditions at TracFone.com

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 N.W. ********************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:05/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ******* Galaxy A13 5g phone and plan on HSN, an authorized seller of Tracfone,on9/21/22. I activated the phone in January of 2023(this is in allowed time frame to activate).This phone is under 1 year warranty. The phone number is ***********. In late March 2023,the phone which was functional, had stopped accepting the charging cable, and so would not operate. I called Tracfone, and they told me to send the phone to them and they provided the *** slip to Tn warehouse. I did this, along with charging cable they had also asked be sent. They received phone on April 12,2023.They have acknowledged this, and I have *** proof.. Since then I have contacted them 5 times. The last ticket I got is **********.Each time I call, they tell me I will receive the phone in3to5 days. The last call they said they have no comparable phone in their Tn. warehouse, but found one in an ******* warehouse, and I will receive it in3to 5 days. That has come and gone. All I get from Tracfone is emails with ads to buy phones. They have my phone and charger and I have nothing. I entered into this is good faith; now wonder if I will ever have the warranty honored. I have personal data on my phone,and I worry about that. All I want is for them to repair the phone so it will charge and be functional. Or if not, send me a replacement. Thank you for your attention to this.
Business Response
Date: 05/31/2023

Dear *******************,

We do apologize for the inconvenience. Review this matter based on the information provided we have successfully processed your replacement device with warranty exchange ticket number 1274809659.

************, thank you for bringing this matter to our attention. Please allow 7 to 14 business days for delivery.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 05/31/2023

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:05/21/2023
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.
Paid $146.00 for services till May 20, 2023 on May 20, 2019. They said my service ended at one point and there was a mistake with the transaction when I ordered upgraded phone in 2022. I have the receipt that show service till May 20, 2023 and there was no other one saying anything different. When activated upgraded phone on May 17, 2023 I was told I did not use the phone in months that they can not give me my number back. The phone was used for emergencys. I bought 1 year service card and I was ahead in 2019 till May 20, 2021. So on May 20, 2019 I added 1 year service and extended another year service till May 20, 2023.I have had that phone number for over 10 years and did not let the paid service lapse. It is not right that they gave my phone number away without my knowledge when my service is paid. The receipt is dated 05-20-2019 at 3:33pm with transaction id #********** and it also shows that the transaction was for phone # ************ and it shows that last day of service is 05-20-2023. I also have 596 minutes on my old phone. I want my phone number back that I have had for years.
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 11, 2023, regarding BBB Case number ******** complaint.

Mr. *************; complaints states that he is having concern about his phone number that was taken out to his phone and wants to put it back to his new account.

We attempted to contact ****************** on 05/25/2023, 05/30/2023, 06/01/2023, 06/05/2023 and 6/09/2023 at phone number ************ and email to ************************ however we failed to get hold of him and we are waiting to hear it from him.
Upon further review, ****************** account is well provisioned and the phone number that he wants to retrieve is on returned status to our system. We can still help him retrieve back the phone number we just need to authenticate the account and transfer the call to our special department that will work to put the number back. It work be best to speak with the customer to further assist with the concern.

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 1277646829.

Thank you for choosing Tracfone Wireless.

Sincerely,
Executive Resolution Department
Initial Complaint
Date:05/20/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a loyal TracFone customer for over 10 years, using phone number **************. In early April my current TracFone-supplied device, a ******* A02, stopped working, wouldn't turn on even though it was fully charged. I contacted **************** and/or Tech Support. They had me try various fixes but nothing worked. They told me they would send me a replacement phone, as soon as they received my defective one. They emailed me a *** shipping label and assigned Ticket Number **********. *** Tracking (1Z6980XX9000230373) shows the TracFone ************* in *********, ** received my defective phone on April 14. I waited patiently for the replacement to arrive.After a week, I called TracFone to see what the status of my replacement was. When I selected "Check Ticket Status" from the automated menu, the machine told me a package had been shipped to me and asked if I would like the Tracking Number. I said Yes, waited several seconds then the machine said "Is there anything else I can help you with?" It never gave me the tracking number, and sent me back to the main menu. When I called back, I got the same (NO) results.I have called and spoken to TracFone agents in *************** and/or ***** 9 times in the last five weeks. Each time the first person I talk to verifies that they have received my defective phone and the Ticket Number is still open but they can never tell me why my replacement phone has not been shipped. Then they always transfer me to someone supposedly in TracFone Corporate or their *********************** This second person checks my account, confirms that they received my old phone and they also have no idea why they have not shipped a replacement. Then they tell me they will investigate and I should have a resolution in 3 days. This nonsense has gone on for 5 weeks. TracFone has cheated me out of 5 weeks of prepaid service, and still refuses to send the replacement phone they promised.
Business Response
Date: 06/05/2023
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/21/2023, regarding BBB Case number ******** complaint.

Your complaint states that Tracfone you have been a loyal TracFone customer for over 10 years, using phone number ***************. In early April your current TracFone-supplied device, a ******* A02, stopped working, wouldn't turn on even though it was fully charged. They told me they would send me a replacement phone, as soon as they received my defective one.

Tracfone 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 04/10/23 per **********. Our warehouse records indicate that we received your damaged phone on 04/14/23. Upon receiving your account we sent you a replacement phone estimated time to received 7 to 10 business days.

We have attempted to reach you multiple times via phone at ************ and via email ******************* on 05/24/23, 05/26/23, 05/27/23, 05/30/23 and 06/03/23 however, we were unable to speak with you and you not respond to our email.

Please refer to the **mail or reference number 5161390or 1277594488.

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

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

Complaint: 20085625

I am rejecting this response because:
Thank you for contacting me. *** says a package from TracFone is on its way to me, with an expected delivery date of tomorrow, June 7, 2023. I hope the package contains the replacement phone you've been promising me since April 14. The package I received from you last week only had a pre-paid padded envelope for returning my defective phone, which I had already returned 7 weeks ago.

Sincerely,

***********************
Customer Answer
Date: 06/08/2023
TracFone finally delivered the replacement phone, 7 weeks after I returned the defective one to them. It works fine.

Thank you so much for your assistance. If not for you, I would STILL be waiting for them to ship my replacement.

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