Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:05/20/2023

  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 bought a phone through Straight Talk and had issues doing the transfer port. It took three days, I called support and was told to wait for a call back no call back. I called and was told to wait on another callback, I refused and asked for a transfer. The woman on the phone put the phone down, laughed with her coworker and commented on how she was going to mess with me. A few moments later she picked the phone back up and pretended to be a manger. All of a sudden my phone service started cutting out in my home. I always have 3+ bars and never have signal problems. I hung up and started getting spammed with **** calls, eventually a manger called me and let me know there had been an issue with the account number and fixed it.It took three days and *numerous* calls leading to being laughed at and mocked for something to happen

  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 05/21/2023, regarding BBB Case number ******** complaint.
  
  **************** complaint states that she bought a Straight Talk phone and had issues doing the transfer port. It took 3 days and was told to wait for call back but did not happen. She called but were not properly assisted. Furthermore, after the call she started getting spammed with **** calls, and someone called her and let her know that there has been an issue with her account number, and we will fix it.
  Upon review, we can locate her account using the phone number provided and is showing phone number active and provisioned correctly in our system. Furthermore, there are notes showing that Phone has been deactivated due to Non-Payment, Please advise customer to contact their ********************* (SmartPay). Thus, we need to speak with the customer to provide complete assistance and attend to this matter accordingly.
  We attempted to contact ****************, 05/25/2023, 05/26/2023,05/29/2023, 05/30/2023 and 06/05/2023, but we were unsuccessful, we were routed to voicemail. We received an email response from ******, 5/25/2023, stating that she wanted to be called at 12-12:30 PM EST, coz she is on work and that is her only available time for lunch, but still we were routed to voicemail. We could have apologized for the inconvenience that she has experienced and asked if the porting has been successful, and if not, we can process it for her.
  
  If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to KANA reference number ******* or Ticket Number 1277628989.
  
  Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• 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 did an online order with Tracfone on 5/17/23 and paid with **** charge card. I got an email stating my order accepted and will be delivered in no more than 3 days (5/20). As of now the status of my shipment is still in the fulfillment center; no nothing has been. I tried to reach them thru their help-chat and the agent did not help after I gave them the order number *********. This is not Right!

  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 05/20/2023, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that he ordered a Tracfone phone on 5/17/2023 using his **** card and received an email stating that his order will be delivered in no more than 3 days, but as of now his shipment is still in fulfillment center. His order # is 107350054.

  
  Upon review, we attempted to locate ****************** order number and is showing status is pending remote fulfillment. We send an escalation for this issue and was given an update for a tracking number **********************. Thus, we need to speak with the customer to provide complete assistance and to attend to this matter accordingly.

  
  We attempted to contact ****************, 5/24/2023, 4:48 PM EST at phone number **********, but we were unsuccessful, we were routed to voicemail, subscriber you have dialed is not in service. We receive an email response from him on the same day, stating that email is the only way we can contact him. He added that if the order is not shipped by noon of Thursday, 5/25/2023, he wanted to consider his order be cancelled. Thus, we send an email to ****************, 5/25/2023, 5/26/2023, 5/29/2023 but we received no response from him. Furthermore, on 6/5/2023, we send an email and he responded that he already received the phone, and sent ** the picture of the package. He stated that he changed his mind and he will keep the phone, and asking to be called at phone number ************ on weekdays after 2 PM CST. We attempted to contact **************** today, 6/6/2023, 3:20 PM CST / 2:20 PM EST, however, we were unsuccessful, we were routed to voicemail not set up.

  
  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 1277592679.
  
  Based upon the foregoing, we will close this matter unless we hear from you.

  Thank you for choosing Tracfone Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 06/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/20/2023

  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.

  Sometime in the beginning of April I wanted to switch my phone number. My cell phone nor the home phone had been working right so I decided to switch companies. I have had my home phone cell number ************ since **** I have switched this number with no problem ever. When I signed this number up with straight talk I had a lengthy conversation with them about transferring this number if I decided to leave them. I was assured by several managers that I could. The problem is that they claim we cant access our account because me and my husbands email is not working for them nor either of our PIN codes. So then they ask for the numbers we call most recently on the phone. Well we never really use the phone because we both have cell phones. So all the numbers I gave them of family and friends does not work. I have been trying to make phone calls for the last 2 weeks and may get a phone call out once every 4 day. They have tried to fix it but are unable to. I called every day for 4 days spent 6 hrs each time and it cant be fixed. Right now I am paying $15 a month for a phone I cant use. Im only trying to hang onto my number and not loose it. I have had this number for 39 years. I have family and friends that wont call for years and then call me out of the blue. The money is not the issue I just want a transfer code that will work for the phone number ************ sent to my email ********************* or my husband email *********************** These are the only 2 emails that would have been associated with this account. I do plan on taking them to small claims court if it cannot be resolved here. I am not going to let this phone number go without a fight. I am hoping it can get resolved.

  Business Response

  Date: 05/30/2023

  Dear *********************.
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/20/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that sometime in the beginning of April you wanted to switch your phone number, you decided to switch companies.  You have had your home phone cell number ************ since **** you have switched this number with no problem ever, The problem is that they claim we cant access our account because you  and your  husbands email is not working for them nor either of our PIN codes.
  
  Straight talk ********************** 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 contacted you on 05/30/2023 and you confirmed that you requested number ending in **** to be released to another service provider. Our records show that the phone number ending in **** was successfully released on 05/27/2023 Port Reference Ticket No **********
  
  Please refer to the **mail or reference number ******* or **********.
          
  Based upon the foregoing, we will close this matter as a resolution provided
  
  Thank you for choosing Straight talk wireless.
  

• Initial Complaint

  Date:05/20/2023

  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.

  Okay so I'm not sure the date that I actually sent my phone in to straight talk wireless TracFone wireless whatever you want to call them but I know that they received my phone on ***** 21st I was then told that the replacement phone would be here in 3 to 5 business days however I still had not received it on May 2nd so once again I contacted TracFone to see where my phone was I was told again it would be 3 to 5 business days on May 15th still no phone so I contacted them again and was told three to five business days on May 18th I still have not received a phone so I called again and was told two to four business days by the executive resolution department I then asked for a tracking number for my order because at this point I didn't believe that it even shipped I was told contact them again in 2 days and then they could give me a tracking number for my order so today May 20th I contacted them again to see if I can get a tracking number for my phone I was then told that the reason I have not received a phone is because the warehouse is currently out of the device that they were supposed to be replacing so instead of telling me this the entire time I've been waiting 3 to 5 business days multiple times and still have received no phone so they told me today wait for business days then call back and they will update me on what the warehouse said about sending me a phone comparable to my device that was sent in so basically they still have no idea what they're doing or if I'm even going to get a a phone to replace the one that I sent in the only number they have given me to trace any of this is a ticket number well two ticket numbers the original ticket number from the last week of ***** is ********** and the ticket number I was giving today May 20th is **********and I was also given the option of purchasing a phone if I was tired of being without one this is ridiculous something's got to be done and when I asked for a manager I was told that he was the manager

  Business Response

  Date: 06/06/2023

  Dear ***************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 20, 2023, regarding BBB Case number ******** complaint.
   
  Ms. ******* complaint states that she is having concern about her replacement phone that still not received after many tickets were created and no manager was able to help.
   
  Upon review, the replacement phone were delayed due to our warehouse dont have available model to send to the customer. This were already escalated and any time that the stocks will be available the customer will receive the device. With this we need to speak with the customer to further assist with the concern.
   
  We attempted to contact **************** multiple times via email at ***************************** on 5/24/2023, 5/25/2023, 5/26/2023, 5/29/2023 and 6/5/2023. However, she failed to response to our emails and we cannot contact her number due to restriction we are still waiting to hear from her.
   
  If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
   
  Please refer to email reference number ******* or Ticket Number 1277595508.  
   
  Thank you for choosing TracFone Wireless.
   
   
  Sincerely,
   
   
  Executive *********************

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20084660
  
  TracFone/straight talk wireless still has not resolved my issue. They are still sending the exact same email every time I contact them
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2023

  Dear ***************************:
   
  We do apologize for the inconvenience. We have attempted to contact you via phone to (***)-***-5499 however, we have been unsuccessful in reaching you.
  The system indicates that a replacement device has been delivered to you with warranty exchange ticket number 1275208417.Your *** tracking number is 1Z7X28F00270288734.
  For assistance you may reach me via email *************************.
  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: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and feel as if they should have to do something to show that they really are apologetic of the issue and really do appreciate my business. It took 2 months for me to receive my replacement device. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an attorney trying to close an estate for a client. The decedent had a Tracfone account. We are not able to close the account or stop the running debits. The decedent has been dead for almost 60 days and we can't settle the estate unless this account is closed.The main issue is that Tracfone will only close an account with authentication through the phone itself. It appears to have no procedure for when the account holder is deceased. Authentication requires ** to know the two most frequently called phone numbers from the phone in the last 60 days. There were no calls in the last 60 days. Since we can't authenticate the account through the phone itself, Tracfone refuses to close the account. It appears that Tracfone has no workaround for when the account holder is deceased. I believe this is an unfair business practice. Tracfone suggested we contest the charges with the credit card company. My client did that, but Tracfone then contested the fraud investigation. So, we are left with an account that cannot be closed, but that will continue to accrue rolling debits. I certainly hope Tracfone is sanctioned for this unfair business practice.

  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 23, 2023, regarding BBB Case number ******** complaint.
   
  ****************** complaint states that he wanted to close an account, whom the owner is already deceased.
   
  As per review, **************** did not provide any information that we can use to open the account of the deceased owner and we are really sorry to hear about what happen. No information that we can pull up an account. For a deceased customer and need to closed an account, thus we need to have a copy of a Death Certificate and send it to this e-mail address *******************************.
   
  We reach **************** multiple times via phone number that, he provided and on his e-mail address, but we were unsuccessful and we are still waiting to hear from him.
   
  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 email reference number ******* or Ticket Number **********.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless.
   
   
  Sincerely,
   
   
  Executive *********************

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20084572
  
  I am rejecting this response because it is in bad faith and ignores the policy issue at stake here. I have closed the account, so **********************'s response that I did not provide them information to close the account is beside the point. In addition, TracFone's response was to require me to "authenticate" the account using the very same authentication procedure that this complaint is about.

  TracFone is engaged in a predatory and unlawful business practice. This is the authentication procedure that it implements in order to close a customer's account. ********************** will only "authenticate" an account by using information found on the phone itself, namely through recently dialed numbers in the last 60 days. The company has no alternative to this procedure, and customer service associates are not trained in any alternative procedure. The problem with this procedure is, naturally, that TracFone provides no way to authenticate an account when the phone itself is lost or does not work, or where no phone calls were made within the last 60 days. This is a predatory business practice because it is precisely these accounts that customers will want to close. TracFone offers no alternative and hopes customers will give up and accept rolling charges in perpetuity.

  Two additional factors make this practice even worse. The first is that customer service associates have no way of escalating "authentication" complaints without first authenticating the phone number (that is, by providing recently dialed phone numbers). Even customer service managers cannot get around the authentication procedure. The second is that TracFone holds out as the only option the customer's right to dispute the charge with their credit card company. This too has two problems. The first is that TracFone is dumping its own customer service failures onto credit card company fraud departments. This violates TracFone's agreements with credit card companies because it invents otherwise avoidable disputes. The second is that TracFone will dispute denied charges with credit card companies where customers have not tried to close their accounts first -- that is, where customers have not "authenticated" their accounts by using phone numbers dialed in the last 60 days. The result is an endless loop: if you cannot "authenticate" an account because no numbers were dialed in the last 60 days, you cannot close the account. The rolling debits continue to run, and TracFone will dispute contested charges with the credit card company because the account was not "authenticated." It is a 2023 version of ******* "The Trial."

  TracFone must change its authentication procedures. It must come up with an alternative way to authenticate accounts that does not involve providing phone numbers dialed in the last 60 days. Until TracFone does this, I do not want them to contact me again. I believe a complaint to the ********************************* will provide more answers.

  Sincerely,
  
  ***********************

  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 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: 06/22/2023

   
  Complaint: 20084572
  
  I am rejecting this response because:

  OH MY GOD. DO NOT EMAIL ME ASKING ME TO AUTHENTICATE THE ACCOUNT. THAT IS EXACTLY WHAT I AM COMPLAINING ABOUT. YOU ARE NOT TAKING ME SERIOUSLY. I AM FILING A COMPLAINT WITH THE *** ABOUT YOUR UNLAWFUL AUTHENTICATION PRACTICE.

  DO NOT CONTACT ME AGAIN.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of 05/18/2023 after several hours attempting to connect with warehouse department, I now find out that due to record misplacement on Tracfone end they will not be able to resolve.- manager warehouse- Tracfone ************- by name Desire cannot escalate status to prior ticket issued April 28, 2023 by ******, prior supervisor at the corporate office. ****** issued yet another new ticket # ********** and stated will receive in 3-5 business days.We are now 05/18/2023 and still no replacement in site. ****** on April 28, 2023 stated both tickets below were closed without resolution for prior manager see below:"*****, manager at the corporate office- re ticket # ********** (issued 03/28/23 @ 5:59 pm) received at warehouse IMEI # *************** on 04/06/23 @ 9:13 am _ issued another ticket # ********** 3-5 business days"

  Business Response

  Date: 06/02/2023

  Dear ************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 19, 2023, regarding BBB Case number ******** complaint. 
  Ms. ****** complaint states that on 05/18/2023 he called and found out that the record was misplace and Tracfone cannot resolved the issue. She spoke with Desire however she cannot escalate the ticket issued on 04/28/2023. She was issued with another ticket ********** and was informed that she will received the replacement within 3-5 business days .Both ticket ********** and **********   was already closed.
  We spoke with Ms. ****** multiple times on 05/24/2023, 05/25/2023, at phone number ************ about her issue that she did not received a replacement phone. We reviewed the ticket as per records that we need the original ticket number so that we can check the status of the phone replacement however customer do not have the original ticket.
  Upon further review, of Ms. ****** case we have successfully retrieved the original ticket number **********. Records show that the replacement phone was already delivered at her address thru *** with reference tracking number 1Z7X28F00275344146 on 04/17/2023 1:09 P.M EST. In addition, we informed her that since she did not received the phone she must contact *** and filed a complaint for lost or stolen package then wrote down the complaint number and call us back for further escalation. We tried to contact ************** once again on 05/26/2023, 05/29/2023, 06/01/2023 at her phone number ************ and e-mail her *************************** unfortunately we failed to get hold of her. We are still waiting to hear it from her.
  
  If Ms. ****** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to Ticket Number 1277595546.
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless, Inc.
  
  Sincerely,
  
  Executive Resolution Department          
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20082484
  
  I am rejecting this response because: I did respond via e-mail asking how this is going to assist in getting a replacement,  The carrier will only address a claim from the sender, not receiver.  *********** has my phone and I have not received an equal quality phone or better as a replacement!
  
  Sincerely,
  
  T *****

  Business Response

  Date: 06/22/2023

  Dear T *****,
  
  This is in response your rebuttal 06/13/23 regarding your Better Business Bureau complaint.
  
  Research indicates that ticket # ********** has been updated to send a replacement device.
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For immediate assistance please dial **************
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a telephone card at CVS and want to upload more minutes to my tracfone *************). When I text Tracfone at ******, they text me back indicating that my current minutes were not carryover. I would loose them.On April April 27, 2023, I added minutes to my phone without any probnlems and my current minutes were carried over. In addition, the Tracfone cards you can purchase at different stores -- indicated in the top left-hand corner ******************** and "Unlimited Carryover with **************** I have a Tracfone -- Active Service.I am a long term customer of ********************** and each time I called them -- they were trying to upsale me and not paying attention to why I called.

  Business Response

  Date: 06/05/2023

   Dear ************************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/30/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a telephone card at CVS and want to upload more minutes to your tracfone *************). When you text Tracfone at ******, they text me back indicating youre your current minutes were not carryover. You would lose them. On April 27, 2023, you added minutes to your phone without any problems and my current minutes were carried over. You want to add additional minutes to your telephone without losing your current minutes.
  
  After further investigation we were able to verify that your account is active and well provisioned also all of our pay go plan are carryovers. 
  We have attempted to reach you multiple times via phone at ************ and via email ************************* on 05/30/23, 05/31/23, 06/01/23, 06/02/23 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: 06/08/2023

   
  Complaint: 20080898
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:05/19/2023

  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.

  Purchased cell phone and sixty day service plan from Tracfone in early March. Phone proved defective and per instructions from Technical Support, returned phone on Apr 7th, via **** Tracking #1Z6980XX9041906692 with a promise of a replacement. After numerous calls and false promises of delivery dates, I wrote a letter to their Executive **************** Tracfone Wireless, **** *********************************************, **************, on Apr 30th. Again, after no response, I called asking for a delivery date and was told the problem was with their warehouse. I then asked to be transferred to their exec office and was promised delivery by May 17th. Still without phone and no delivery date! Was given several ticket nos. for new phone:********** and **********???

  Business Response

  Date: 06/02/2023

  Dear **********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 19, 2023, regarding BBB Case number ******** complaint.  
  
  ********************** complaint states that she purchased a phone and two month plan from Tracfone early in March 2023. Phone was deemed defective and she returned it on April 7, 2023 with *** tracking number 1Z6980XX9041906692 and was told that she will receive a replacement phone. However, until now she did not receive the replacement phone that was promised.
  
  In reviewing ********************** account, our records show that her phone was activated on January 11, 2023 and the phone was deemed defective on March 25, 2023, due to frozen screen with reference number **********. She returned the phone on April 7, 2023, with *** tracking number 1Z6980XX9041906692. However, she did not receive the phone yet and the replacement phone remains on pending status. With this, we will need to speak with ********************** for us to authenticate the account and to update the ticket.
  Attempts were made to contact ********************** on 05/23/23, 05/24/2023, 05/28/2023 and 06/01/2023 by phone number ********** and by email address ************************ to further assist her in regard to her replacement phone. Our attempts were unsuccessful as we were unable to reach her by phone number. She responded in our e-mail twice and gave ** a number to call on June 1, 2023, but still we were routed to her voicemail. Thus, we left  her a voicemail message and final e-mail was sent with reference number 5160119.
  If ********************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1277594143.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************
  
  

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20080684
  
  I am rejecting this response because:  ************ has continually offered excuses and false promises regarding delivery of a replacement cell phone.  If they had no intention of replacing the defective cell phone why was I told immediately upon filing my complaint  to return the defective phone and they would replace it with a new phone.  For over one month I have received excuses, promises and lies!   I paid for a phone I do not have..  I paid for a service plan I did not use.

  I have always returned their phone messages.  They have tried, on more than one occasion, to contract me on the cell phone I returned to them.  They have also tried to e-mail me with my old e-mail address.  After repeatedly telling the service representatives that I changed my email address,  I was told that they could only use the email address they had on file and could not accept a new one.  I only received their emails when they used the correct address and I responded immediately.

  I have spoken to them on numerous occasions, received ticket numbers for the cellphone they were supposedly were sending and received nothing but a run-arround!

  I have done everything they have asked me to do!

  WHY ARE THEY REFUSING TO SEND ME A REPLACEMENT CELL PHONE OR A REFUND?

   

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/14/2023

  Dear **********************,
  
  This is in response your rebuttal 06/05/23 regarding your Better Business Bureau complaint.
  
  
  The appropriate department was contacted regarding ticket #**********. It has been updated for the device to be shipped.
  
  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 N.W. ********************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket #**********

• Initial Complaint

  Date:05/18/2023

  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.

  Please see the letter attached below which was also sent via REGISTERED MAIL. As of this date (May 18, 2023), I have not received a response from TracFone regarding this matter.

  Customer Answer

  Date: 05/22/2023

  ---see attached letter---

  Business Response

  Date: 05/31/2023

  Dear ****************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 8, 2023, regarding BBB Case number ******** complaint.  
     
  **************** complaint states that when he tried to refill his plan online, there was unexplained error encountered and was advised to call customer care to refill his plan. A representative tried to assist him to refill his plan, however, encountered the same error. He was informed that the plan is not compatible with this phone number. They tried to assist buying a plan using a credit instead, however, it was also unsuccessful and was asked to use an alternate card which also did not go through. Another representative suggest him to a pick up a Total by ******* PLAN CARD at ******** however, the *** from the cards cannot also be added with his phone. With this, he would like to ask for a help to get his wifes Number Transfer Pin to move his wifes phone number to a different service provider. 
  
  We contacted **************** and spoke with him on May 22, 2023, by phone number ************. During our conversation, we were able to access his wifes account and it shows that it is currently not active due to failed renewal of phone service. We tried to assist him reactivating the account using the cards that he purchased, however, he refused to do so. He would like to get a refund for those unredeemed plans that he purchased. We asked him for the proof of purchase to be sent to us so via e-mail, which he agreed. 
  
  We received an e-mail from him on 5/25/2023 with the proof of purchased. However, we were unable to submit a request for a refund due to some information needed to be verified to complete the request. Therefore, we really need to speak with him directly to properly process the request. We tried to contact him on 5/30/2023 via phone number **********, however, we were unsuccessful. 
  
  Furthermore, concerning to his Number Transfer Pin request, we need to reactivate the account first to generate a Number Transfer Pin and be able to submit a request to transfer the phone number to a new service provider. As per Total by *******s policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider.
  
  If **************** should still require assistance, he can contact ************** enter *** ****. 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 1277466654.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by *******.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20077146
  
  I am rejecting this response because:

  The response from the business is completely UNACCEPTABLE. They actually claim in their response that I REFUSED to refill my account using the PLAN CARDS their agents told me to purchase at ******** Since they record all conversations, they already have the proof that what they said about me refusing to have an agent refill my plan with a PLAN CARD was a LIE so perhaps they need to go back and replay those recordings which would completely exonerate me but they have no interest in admitting fault in the matter. So, let me address their lie for them.

  On May 8, 2023 at 11:02 AM CST, I called the *** support number and spoke with someone named RODEL. He asked for the $10 PLAN CARD I was instructed to purchase at ******* and advised the *** was not working. Only moments earlier, ***** had told me he was 100% sure he could resolve my issue. ***** suggested I *** need to purchase the $30 PLAN CARD as he thought the $10 PLAN CARD I was told to purchase *** not be the right one to activate my wife's phone. I went back to ******* and purchased the $30 PLAN CARD as I had been instructed. At 4:00 PM CST, I called the *** support number and spoke with someone called ****. I provided the *** from the new $30 PLAN CARD I had just purchased but **** said he was getting the same error that I had gotten when I first tried to refill my plan on May 6th which was a day before it was set to expire. Every agent I spoke with had the same experience as I had of being unable to refill the plan.

  Moreover, they now claim in their response that "some information is needed to be verified to complete the request", but they have REFUSED to provide me what this "missing information" is despite my repeated requests to document them in an email as I wanted to keep a history of any dialogue between us as part of the complaint. Since I had been a customer of their for 10 years, they already had my name, address and cell phone number so their REFUSAL to comply with my request to document whatever information they claim is needed before proceeding with a refund is very concerning, but also alarming that they think it is ok to treat their customers with such disrespect and disdain. This is deceptive business practice at best and is certainly manipulative behavior on the part of their staff to cover up their error. All this has resulted in egregious mistreatment of the very customers that fund their business enterprise.
  
  Sincerely,
  
  ****************

  Business Response

  Date: 06/16/2023

  Dear *********,
  
  We do apologize. We have attempted to contact you via phone to (***)-***-1783;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

  Business Response

  Date: 06/21/2023

  Dear *********,
  
  We do apologize for the inconvenience. Mr. *** stated he is no longer with Tracfone wireless and transferred to a different carrier concerning phone number (***)-440-9685.
  Mr. ***, the system indicates there was usage made for incoming and outgoing calls.
  Mr. ***, you are not eligible for a refund, plans have no cash value and are non-refundable. For terms and conditions, you may visit totalbyverizon.com/terms-and-conditions.
  All the above information has been provided, so we will consider this as our final response.
  
  Thank you for choosing Tracfone Wireless.
  
                                                                                                                                                                 
  Sincerely,
  
  *************************
  Tracfone Wireless, Inc.
  BBB Specialist

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20077146
  
  I am rejecting this response because TracFone refused to reimburse me for expenses incurred by me to resolve the issue.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:05/18/2023

  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 12, 2023, I attempted to program my new, replacement TracFone, but could not log on to my TracFone account. I called ********************** *************) for ************* ********* helped me: buy a smartphone wireless plan (365 days w/ unlimited talk, ************ data,) & begin the process of transferring my landline telephone # to my new cell phone. I was told the process would take 24 hours to complete. I also asked for help logging into my account, but an e-mail containing a temporary password never showed up. She mentioned that a service update was in progress on their system for ~4-6 hours. On 5/13/23, '********' started ticket #********** to assist in my cell phone migration issues, (transfer #, service plan purchase, & my inability to log into my TracFone account.) I was told it would take 24 hours to resolve. On Sunday, 5/14/2023, the TracFone automated answering system hung up on me 3 times, so I never got to speak with a person. On 5/15/23, *********** gave me ************ line to obtain help. 15 minutes later, '******' tried to help, yet issues still unresolved: no cell service & no access to my TracFone account. On 5/16/23, '***' had no success, but later '*****' opened new ticket #********** because while my cell now worked, I still couldn't log into my account, but call back in 24 hours. On 5/17/23 - still unable to log into account - '*******' tried to help w/o success, and scheduled a call back for the next day. On 5/18/23, '*********' was not at all helpful, insisting I should create a new e-mail account for **********************, & told me I could not speak to anyone else at TracFone. I asked him to send the link to his e-mail, then read me the temporary password to get into my account. He declined & hung up. (I did get 1 e-mail ad from TracFone, yet no link to reset password.) I called back, spoke with '****', explained I couldn't access my account, he hung up, then I was spammed with over 20 text messages on my cell phone & turned it off.

  Business Response

  Date: 05/30/2023

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 18, 2023, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she cannot log in to her account after he programmed her new phone. She bought a new phone and transferred her landline number to her new phone which could take 24 hours. However, she is still unable to login to her online account. Her new is already working, but she is still unable to login to her account.
  
  In reviewing Ms. ****** account, our records show that her phone is currently active and well provisioned. She transferred her landline number to her phone on May 13, 2023, with reference number **********. However, she is still having trouble logging in to her online account. Thus, we created a ticket to fix the issue on May 16, 2023, with case number **********. With this, we will need to speak with ************** for ** to know if the issue was already resolved. Otherwise, we will continue to work on her online account and apply the following to fix the issue, but she can also do this on her own.
  
  1.)Please verify the e-mail being used.
  2.)Once done, kindly update it in the account, reset the password and try again.
  3.)If the email to process the reset is not received, please check junk or spam folders as it could end up there.
  4.)Kindly check settings and make sure your email address is not blocked.
  5.)Clear the browser history and try again.
  6.)You can also check with your email provider to see if they are experiencing any issues.
  7.)If you are still unable to receive the email to process the reset, please try using a different email address. 
  
  Attempts were made to contact ************************* on 05/21/23, 05/22/23, 05/23/23, 05/24/23 and 05/28/23 by phone number *********************4 and by email address ************************ to further assist her with her online account. Our attempts were unsuccessful as we were unable to reach her by phone number or email address.
  
  If ************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1277436504.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************