Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,492 total complaints in the last 3 years.
814 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:05/18/2023
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.
I have a phone ************, a number that is active through Tracfone. Recently the charge port on the phone stopped working and because I just purchased the phone back in December, I was informed by a representative from Tracfone that my phone is under warranty. I was given a return label from tracfone to send my phone into the warehouse so that I could receive a phone replacement, so that's what I did. They promised me that I should get my phone replacement back in **** business days. It's been over 3 weeks since I have been without my phone. I've tried calling Tracfone numerous times and they keep talking about me needing to authenticate my account which means that they'd need me to give them 2 phone numbers that are most frequently being dialed out on the ************. I gave them numerous numbers that are being dialed out with that phone on a daily basis and the numbers are not working. The lady on the phone her name is Meccan her employee # is ****** and her direct department # is ************* is the shipping and receiving number refuses to give me my phone back without authenticating my account. The 2 most frequent numbers they are looking for and I literally don't have access to my phone, it stopped turning on, and the phone is at the warehouse so how am I suppose to give them what they are needing when I can't access my phone?
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 18, 2023, regarding BBB Case number ******** complaint.

************** complaint states that he sent his phone back since the charger port is defective but he never received the replacement.
************** was contacted multiple times via phone number
********** on 05/29/2023, 06/01/2023 and 06/08/2023 and we were able to speak with him. As per conversation, we informed him that we do not have the exact model like his phone available at the warehouse to be sent as a replacement. However, he agreed to receive a comparable phone.

On the other hand, we updated the ticket number ********** to send a comparable phone. To date, tracking number is now generated in the system 1Z7X28F00243258460. The phone was delivered on 06/08/2023 at 7:00 PM.

As per review the replacement phone is now active in the system with the old phone number attached to it. However, balance shows 0.00.

With this, we need to speak with the customer to ask necessary information, for confirmation if he already received the phone and to provide with complete assistance.

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 1277380282.

Thank you for choosing Tracfone Wireless and have a great day.

Sincerely,

Executive *********************
Initial Complaint
Date:05/18/2023
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.
TracFone Airtime / TracFone.com ** charged my credit card $***** on March 10, 2023. I was charged via my ******** Credit Card. I do not have a trac phone, I did not authorize the transaction. I filed a fraud dispute with ********, they closed the card and issued me a new one. Fast forward to May 11, 2023, I am charged back the ***** plus **** cents interest on the transaction. I pay everything in full every month on all of my accounts. ******** recharged my new credit card/the replacement card on 5/11/23. I called the bank and explained this is not my transaction, I do not do business with this company, I was advised to call the merchant. TracFone asks for your phone number, I explained that i do not have an account and they connected me to their ****************** I was told that because I do not have an account they could not help me and to call my bank back and request a chargeback. ******** processed the charge back request when I filed the fraud claim, TracFone provided my name, address, and credit card number for the purchase. However, the merchant did not provide an account number or any shipping address if it were a physical phone purchase. I requested a supervisor at ******** **************** as the **************** of ******** advises the merchant provided your information, the charge is yours and you are responsible. So I begin asking them where is the phone number to call the merchant, typically a valid merchant provides a phone number to contact them in regards to the charge. ******** had to ****** the phone number for TracFone and when you call it, it does allow you the option to indicate you do not have a phone number, when the Supervisor for Key ********** requested a supervisor, we were told there is none and there is nothing that can be done. Me, the customer needs to deal with the bank to get my money back. So, from ********'s perspective, TracFone provides my name, address for the transaction and that is enough for ******** to deem it a valid charge.
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 18, 2023, regarding BBB Case number ******** complaint.

Ms. ******* complaint alleges that TracFone Wireless charged her credit card even if she dont have an account with them. She called customer service to ask for a refund, but it was denied since TracFone Wireless stated that it was a valid charge.

We Spoke with **************** on 5/30/2023 at **********. As per our conversation, we explained to her that we cannot process a refund if she cannot provide or authenticate the account. With this, we advised her to contact her financial institution to avoid future charges if she believes that someone was able to gather her account information.

Upon review, we tried searching for Ms. ******* account in our system, but we were unable to find one. We were unable to process a refund since she cannot verify the account. Credit card payment will be processed by our system as soon as all the information of the card was provided. With this, we consider the payment as a valid transaction from the customer.

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

Please refer to ticket number 1277463429.

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:05/18/2023
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.
Dear Tracfone,I am writing to bring to your attention an issue with my reward points for my account **************. According to my account (see rewards activity below and the attached screenshot), I should have received **** reward points. However, the points have not been credited to my account yet.I have contacted your customer service several times, and each time I was told that I should receive the **** points by the first agent. However, I was then transferred to other agents every time. When I was transferred to other agents, they were unable to help, as they could barely speak English. I have spent more than 4 hours by calling Tracfone on this issue.I have attached a screenshot of my account, which shows the **** reward points. I would appreciate it if you could credit the **** points to my account or file an internal research ticket to resolve this issue.I hope that this matter can be resolved as soon as possible, as I have already spent several hours trying to resolve it.Thank you for your attention to this matter.Sincerely,MY REWARDS ACTIVITY Show 5 entries Search: DatePointsStatusDescription 01/08/2023150EarnedBonus: 6 months enrolled in Loyalty Rewards Program 07/09/202210EarnedPlayed a fun game 07/07/2022200EarnedBonus: Enrollment in Loyalty Rewards Program 07/07/202263EarnedActivation 07/07/2022****EarnedReferred by a friend
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 05/18/2023, regarding BBB Case number ******** complaint.

************ complaint states that he should have **** point on his account, however, the points have not yet credited.
Upon review, we are able to locate his account using the phone number provided, and is showing phone number active and provisioned correctly. System also shows that he has **** loyalty rewards points. However, there are several calls pertaining to this issue. Thus, we need to speak with the customer to provide complete assistance and attend to this matter accordingly.
We attempted to contact *********, 05/22/2023, 05/23/2023, 05/24/2023, 05/25/2023 and 05/30/2023, but we were unsuccessful, we were routed to voicemail box that was not set up. We could have provide the exact amount of loyalty rewards points he had after he can authenticate his account.

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 1277467984.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/17/2023
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.
My phone stopped working and I contacted tacfone I was told that I had to send it to them and they would send me a replacement I sent my phone on April 27 2023 and as of May 17 2023 I still have not received a replacement phone I have called several times and I'm still getting a run around and being told that I have to wait 3 to 5 business days to receive my phone. I have been being told this since may 1 2023. They received my phone on April 28 2023. Every single time I call and ask about my phone I get told that I will have it in 3 to 5 business days, they will not let m speak to a manager or supervisor at all they straight tell me no that they will not let me speak to anyone else besides the person that I'm talking to, at this point it's theft because they will not give me my phone back or send a replacement. This is not right at all.
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 5/18/2023 regarding BBB Case number ******** complaint.

Ms. ***** complaint states that her phone stopped working, she called the technical support and she was told that they would send her a replacement phone. ****** sent back her old phone on 04/27/2023, but up until now she doesnt receive the new replacement.

As per our investigation, no account found in the system using customers details on her complaint. However, the customer responded to one of our message on 05/23/2023. ****** mentioned on her email that she was provided by a ticket number **********, however, there is no record in the system, instead, we had found a record via ticket number **********. Thus, we were able to pull up the customers account, her device is affected by a ******* Migration where in the system generated a ticket in which offers a free SIM card not a free phone.

Several attempts were made via phone number ************ and email ******************** on 05/20/2023, 05/21/2023, 05/22/2023, 05/23/2023 and 05/27/2023 but we were unable to reach 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.

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing ******* Family ****************************************************************
Customer Answer
Date: 06/01/2023

Complaint: 20072973

I am rejecting this response because: the response that TracFone is giving is completely not true I not only emailed them back I also called the number and I spoke to someone named ******** on May 23 2023 that agreed that they never sent me a phone even though they lied and told me they were sending me a phone. ******** told me that she will update the ticket and they would send me out a new phone I received a air Bill and a empty box today not a phone an air Bill ticket to send back a phone that I don't have I have attached a copy of the email and I got from someone named ****** as well as my response to them. This company are complete liars and unethical. They have had my phone since April 28 and now it is June 1, I have missed out on opportunities at work because my employers don't have a way to contact me, this is not okay at all. and the fact that TracFone continues to lie to even lie to this response makes me really question this company

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
Initial Complaint
Date:05/17/2023
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.
Tracfone discontinued my flip phone last year due to the switchover to the new network, In order to keep my service running I purchased a brand new Tracfone at Target which is compatible with the new network. The phone has basically never worked properly. I spent over 17 hours on the phone with Tracfone tech support and the customer service workers seem totally underequipped to handle any kind of complex phone network system problem.Furthermore, the internal Tracfone transfer system would knock me off the line when the basic level tracfone support system would seek to transfer me to higher level tech support. So I could never get to higher level tech support. I would be dropped during the transfer. And the basic level tech support people would ignore my pleas. I would tell them "I am being dropped off the system, I am not being transferred to higher level support when you hang up". But the low level tech support people are unable to address this situation possibly due to poor training and supervision. They could only follow their rote limited by the numbers training so I was stuck in this endless ***** Inferno style h*** loop of incompetent tech support unable to get my phone working, To this day the phone does not work. And it is pretty ironic that a phone company can't get its own internal phone system to work properly.
Business Response
Date: 05/22/2023
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/17/2023 regarding BBB Case number ******** complaint.

******* complaint states that the phone is not working ever since, no phone number indicated in the complaint.

Upon review, several accounts found associated with the customers information.

We spoke with ****** today May 20, 2023, 5:09 PM EST at ************. He provided the phone number that he was calling about. We found/determined the cause of the issue, the customers account is not updated properly with the correct service, the *** card status is not matching with the carrier. We went through the authentication process, the customer was able to verify his account. We made an adjustment in the system and completed the updates.

We instructed ****** to power cycle the device. He then confirmed that his phone is already working.

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.
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: 05/23/2023

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:05/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5-15-23 at 930am PT, I contacted Tracfone via chat for their help transferring my current cell phone number, plan, minutes, texts and data over to my own new phone. I chatted with ***** and he did the transfer but none of the minutes, texts and data moved over! Service was on the new phone but none of the other items. He said to wait 20 minutes and someone would call me back to troubleshoot it. I've since done 3 more chats and 3 more phone calls and no one has put my minutes, texts and data onto my new phone. See the attached screenshot I took a few seconds before the transfer chat this morning with ***** of Tracfone. I want my **** minutes, **** texts and 1,86GB of data put on my new phone!
Business Response
Date: 06/01/2023
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 17, 2023, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she requested to transfer her number and balance to a new phone. The phone number was transferred, however, the calls, text and data balances were not. He called multiple times, but the balance is still not adjusted.

In our review, ****************** transferred her number to a new phone on 5/15/2023. We have determined that the remaining balance were not transferred automatically due to technical issues. We apologize for any inconvenience this may have caused. We have since updated the account and added the remaining balance to her number ending in ****. As of 5/20/2023, we verified that the account is provisioned successfully in our system. With this, we need to speak with ****************** and provide further assistance.

Attempts were made to contact ****************** via phone number ************ and e-mail *********************** on 5/20/2023, 5/22/2023, 5/23/2023, 5/25/2023 and 5/30/2023; however, we failed to reach her. We received her response via e-mail on 5/30/2023, so we made a follow up attempt to contact her thru same number and e-mail on 5/31/2023; however, our attempts were still unsuccessful and we are still waiting for her response.

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

Please refer to ticket number 1277390870.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:05/17/2023
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.
March 21, 2023 purchased ***** flip phone and plan from tracfone. I received a tracking number with *** that was fake (ie shipper never got the device) and I called customer service multiple times to resolve the issue. Nobody could address the problem, usually I was transferred from person to person until call was dropped. A couple of times was told a new tracking number would be forthcoming. Probably the worst customer service experience I have had my entire life.
Business Response
Date: 05/23/2023
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/17/2023 regarding BBB Case number ******** complaint.

************** complaint states that on March 21, 2023, he purchased a ***** flip phone and service plan from TracFone. He received a tracking number from *** that was fake (ie shipper never got the device) and he called customer service multiple times to resolve the issue. Nobody could address the problem, usually he was transferred from person to person until call was dropped. A couple of times he was told a new tracking number would be forthcoming.

As per investigation, the status of the order is completed, with order ID ********* and has a tracking number of 1ZY902R60221552239. However, its stuck with a status of label created.

We spoke with the customer today May 22, ********* PM PST at ************, he was told that he will be receiving the new phone on March but it never came. He then mentioned that he received a confirmation through email that his refund is being processed. **** said that he will inform ** if he didnt receive the money.

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.

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: 05/23/2023

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:05/16/2023
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.
So around March 16th of 2023 I needed another phone after my previous phone from tracfone stopped working.Tracfone was advertising new phones for 49.95(Not refurbished)New,I purchased one it came in four days and it wasn't a new phone.I called trackfone and had a lengthy conversation with someone that was trying to play games.After a hour she said when a bew phone came in she a would Sen me a email with tracking information.Fast forward to today 5/16/2023 I haven't heard anything and I've made two calls to their call center and two reps have hung up in my face.I just wanted my new ******* A03 but I'm seeking a refund now.
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 17, 2023, regarding BBB case # ******** complaint.

Your complaint states that you purchased a new device on 03/27/2023 and it was received four days after you placed the order. Once you used the device you noticed that it was refurbished, consequently, you called to request a phone exchange or refund if possible.

We checked your order No. ********* and corroborated that you received the correct device on 03/30/23 and it was activated for the first time the same date. In addition, we verified in our data base your phones IMEI and we confirmed that it was a new phone. Moreover on Tracfones website there was no reconditioned option for that phone model.

We have contacted you on 05/24/2023 to the phone number ************; and you mentioned that you assumed it was a refurbished phone since there were apps pre -installed on the device; however, we explained they are default apps suggested by your phones operating system and you can delete them if you would like to. After we resolved your concerns you considered that no more assistance was required.

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 1277466750.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:05/16/2023
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.
*Document Attached*Consumer alleges they purchased ******* prepaid cards that do not work
Business Response
Date: 05/15/2023
Hello,

Please find the attached response.
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 05/10/2023, regarding BBB Case number ******** complaint.

Your complaint states that you purchased ******* prepaid service cards that do not work for your phone.

We searched our system by your name and contact number and were unable to locate an account in our system.

We attempted to contact you multiple times to the contact number ************ and email sent to ***************** on 05/22/2023, 05/23/2023, and 05/26/2023; however, we could not reach you.

We have contacted you on 05/27/2023, and you informed us that you do not have an account with **, yet you purchased three airtime cards from Total by ******* to use them with *******. We explained you that we do not issue refunds for airtime purchases, but as a onetime courtesy, we successfully generated the Reference Ticket No. ********** to start working on your refund request. Please note in order to complete your refund request you will need to send **

?   Copy of both sides of the airtime card
?   Legible copy of the sales receipt or proof of purchase
?   Complete Name, Mailing Address and Contact Number

To our **************** in *****: TracFone Wireless **** ATN: ***************** RTA: (Return Authorization Number) ***************************************

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 1277459435.

Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing Total by *******.
Customer Answer
Date: 06/20/2023

Complaint: 20031596

Tracphone said that if I mailed them a copy of the receipts and phone cards they would give me a one time refund. I did as I was instructed over two weeks ago. As of today I have not received anything. I am not surprised at the companies behavior.

Sincerely,

*************************
Business Response
Date: 06/29/2023
Dear *************************,

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

We have not received the documents yet in order to process the refund. Please confirm the postage confirmation number.
We attempted to contact you at 762-207-0576but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/06/2023

Complaint: 20031596

---Please see the following attachments per your request---

Sincerely,

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

This is in response your rebuttal 07/06/23 regarding your Better Business Bureau complaint.

We have received the requested documents. Please allow up to 30 days to process the refund.
We attempted to contact you at 762-207-0576but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 09/04/2023
Dear BBB,
Some time ago I mailed and emailed the documents that the Tracphone people said they needed to send my refund. I also sent this in an email to Mrs. *** ***********************, I believe. She was very nice and helpful. However, it is now September 4, 2023, and I have not received a refund yet. My address was on in my communications. Every communication they have tried to make to me on my telephone has come without any identification. If they have tried to communicate again, I do not have the voicemail or the email. I do not know what else to do. I feel as though they have played the game of if we wait long enough, he will forget it. In any case, I have not forgotten but ***************** did say the BBB could not force Tracphone to refund me. I work and this is the first moment that I have had to communicate with you all. Please tell ***************** that i thank her for her efforts.
*************************, ************************************************************** ************
Customer Answer
Date: 09/05/2023
Dear BBB,
Some time ago I mailed and emailed the documents that the Tracphone people said they needed to send my refund. I also sent this in an email to Mrs. *** ***********************, I believe. She was very nice and helpful. However, it is now September 4, 2023, and I have not received a refund yet. My address was on in my communications. Every communication they have tried to make to me on my telephone has come without any identification. If they have tried to communicate again, I do not have the voicemail or the email. I do not know what else to do. I feel as though they have played the game of if we wait long enough, he will forget it. In any case, I have not forgotten but ***************** did say the BBB could not force Tracphone to refund me. I work and this is the first moment that I have had to communicate with you all. Please tell ***************** that i thank her for her efforts.
*************************, ************************************************************** ************
Business Response
Date: 09/20/2023
Dear *************************,

This is in response your rebuttal 09/05/23 regarding your Better Business Bureau complaint.

We have received the requested documents. We apologize for the inconvenience.
We attempted to contact you at ************ but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # Dear *************************,

This is in response your rebuttal 07/06/23 regarding your Better Business Bureau complaint.

We have received the requested documents. Please allow up to 30 days to process the refund.
We attempted to contact you at ************but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 **********************************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:05/16/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint is losing ***** minutes on my trac phone I call customer service on 5/8 to talk to customer service and somehow my ***** minutes were gone.
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 16, 2023, regarding BBB case # ******** complaint.

Your complaint states that you lost **** minutes from your Tracfone account and you would like them to be returned.

We checked your account with phone number ending on **** and we found a technical issue caused by the system, and the benefit did not apply during a recent device upgrade; the minutes were not transferred to the new phone.

After reviewing your account records, the minutes balance missing during the upgrade transaction were returned on your account, per Reference ticket No. 1277843628.

We attempted to contact you via phone at ************ and ************, also email was sent to ******************** on 05/24/2023, 05/25/2023, 05/26/2023, 05/28/2023 and 05/30/2023; however, we were unable to speak with you and we did not receive response emails.

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 1277460246.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Safelink Wireless.

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