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

• 

  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

• 

  Tracfone Wireless

  5924 Airline Highway Baton Rouge, LA 70805

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:05/15/2023

  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 tracfone developed a problem. I called and was told where to send it and that I would receive a replacement phone within 3 to 5 business days from their receipt. My tracking number shows it was received on April 4. Since then I have talked with Tracfone rep 12 times (I have documented all) and each time told a different story usually that I would be receiving it within 3 to 5 bus. days.This past Fri. May 12, I was told it was being shipped that aternoon and I should get it Mon. a.m. by **** This morning I called to get a tracking number and was told it has not been shipped and probably would be sent this week. I have been calling *********************. I have been without my phone since the end of March.

  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 15, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that you initiated a phone replacement process, and your device has been returned to us; although you have get in contact with our customer service, the replacement device has not been shipped, letting you with no phone since then.
  
  Your account has been reviewed and a replacement request was issued for your damaged phone on 4/12/23 per reference Ticket No. **********. Our warehouse records indicate that we received your damaged phone on 4/17/23. Our records indicate that the replacement phone requested was out of stock. We apologize for any inconvenience this update may have caused to you, and we have updated Ticket No. ********** on 5/21/23.
  
  Moreover, we have encountered your service and benefits were upgraded to another device, once you receive the replacement phone fell free to get in contact with us to process activation.
  
  We have contacted you on 05/29/2023 to the phone number ************; and we discussed the status of the replacement phone. We confirmed receipt of the damaged device in our warehouse. You accepted a comparable replacement device or received requested replacement device. Please allow 7 to 10 business days for receipt of the replacement phone, and reference Ticket No. ********** for shipping updates on the status of the device.
  
  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 1277433071.

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

  
  Thank you for choosing Safelink Wireless.

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20059321
  There have been 65 days since I sent my phone  and I still have not received a replacement.   I was told that a phone was sent out by *** on May 25 but it has not arrived.   I am giving up on tracfone ever doing what  they said they would.   You can  close this out.
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2023

  Dear *********************,
   
  We have attempted to contact you via phone to (***)-***-8555, but unsuccessful in reaching you.
  Ms. ***** based on the information provided the system indicates that the replacement device was delivered to you via *** with tracking number 1ZY870930200219483 Delivered on Friday, June 09, 2023,for warranty ticket number 1275412181.
  If you have any questions, you may contact me via email to *************************.
  
  Thank you for choosing Tracfone Wireless.

  Sincerely,

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

• Initial Complaint

  Date:05/14/2023

  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 attempted to transfer p# ************ from one tracfone to another today. The instructions stated the old phone would lose service, to then power off and on the new, and then complete a call to activate the new phone. The old service shut off but the new phone never activated. I called customer service multiple times before being told the service could not be transferred over and having it transferred back to the old device. I want the company to investigate and explain why my concern was not escalated when requested? Why the information provided would not authenticate the account until the last gentleman I spoke to who called me - the same information provided previously was not correct according to the agents I spoke with but yet worked fine that time? Why was I disconnected during my third call? This was something that should have been simple but took hours on a holiday and left my father and grandmother without phone service. Nobody seemed willing to come up with solutions, simply dismissed me.

  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 15, 2023, regarding BBB Case number ******** complaint.
   
  ******************** complaint states that she made an attempt to transfer her phone number from her phone to another phone 05/14/2023. They provided steps for the new phone to work. However, the new phone did not work. She called technical support several times and they told her that the y could not activate the new phone. She called several occasions but they were unable to activate the phone then she decide to transfer the phone number back to the old phone. However, ****************** were unable to authenticate the account. With this, we need to speak again to ****************** so that we can find another way to activate the new phone and address the error when attempting to transfer the benefits and service.
   
  Upon review, the account is active in our system. The device is supported with the upgraded network. However, there are no usage found in the records. Furthermore, there is a ticket for upgrading the phone number to other phone, which was created on 05/14/2023. In reference to ticket number 1277072784.
   
  Attempts were made to contact ****************** on 05/19/2023, 05/20/2023, 05/22//2023, 05/23/2023, 05/26/2023 by phone number ************ and by email address ********************** Our attempts were unsuccessful as we were unable to reach ****************** by phone number or email address.
   
  In addition, we must speak to ****************** so that we make another attempt to transfer the phone then if there is an error, we can perform troubleshooting then follow the upgrade procedure.
   
  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 1277332405.
   
  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:05/13/2023

  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.

  3/13/23 I called Tracfone for defective phone. They could not fix it so said they would replace it when we returned it. I returned it via their *** label on 3/17/23 with receipt of delivery on 3/20/23 to TN location received by "******" at 9:10 am. I have called multiple times for status and was informed it was "Pending in/at the warehouse". Now I cannot get through on the phone to talk to anyone at the company; their automated system hangs up. They have the defective phone *************) and my mother-in-law has been without a cell phone since 3/13/23. She paid for the phone that was returned along with the minutes and has not received the replacement. I was given tracking # *************** by their automated system and have been told that is not a good tracking #. I cannot get anyone on the phone to straighten this matter out and would appreciate some intervention to help me.

  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 05/14/2023, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you returned a defective phone; however, you did not receive the replacement one. You called customer support several times but no resolution was provided to your concern.     
  
  Your account has been reviewed and a replacement request was issued for your damaged phone on 0313/2023 per the ******************* Ticket No. **********. Our warehouse records indicate that we received your damaged phone on 03/22/2023. 
  
  Upon receiving your old device, our records indicate that the replacement phone requested was out of stock. We apologize for any inconvenience this update may have caused. 
  
  We spoke with you on 05/20/2023 via phone number **********; we discussed the status of the replacement phone. We confirmed receipt of the defective device in our warehouse and you accepted a comparable replacement device.
  
   Per *** tracking number 1ZY870930200213176, we have confirmed that the replacement device was delivered on 05/26/2023 at ****, **. Our records indicate that your account is active for phone number ending in **** and that the service plan is linked with the replacement phone based on the usage records. 
  
  We successfully spoke with you once again and you confirmed the phone was received and the service is working properly. As compensation, we provided you with 360 minutes, 360 text messages and 360 MB for mobile data. Please refer to ticket 1277776487. 
  
  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 1277329771.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.    

  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:05/13/2023

  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.

  Absolutely horrible customer service. I was having trouble adding minutes to my phone- (the same one in the info form) a ******* Galaxy A11 IMEI number ending **** I called a customer service rep on 05/11/23 at 329 PM to add service card 602 441 673 163 781 (30 days unlimited talk and text plus 2GB carryover data- the same card I always add) in the process she apparently added that on to an old TCL phone (from what I found out the next day from a rep) that had been on the account several years prior and my phone would not respond. I spent a total of over three hours on my wife's phone with a series of escalations and 8 calls where they were able to get the number ported back to the ******* as was correct. When it ported back and reactivated I was in the my account app when it reset- it went from **** Gig carryover data to the 2Gig that was on the card. That was at 4PM- I did mention the issue at that time they said it would probably reset back and to check it later. I received a follow up call (from the department that it had escalated it to) to check the service at 10PM in which I mentioned that the data amount was off- she was checking into it when the call was disconnected. after 13 minutes. I attempted to call back the next day at 345 with the case number and was funneled into the regular customer service. I spent a total of 1 hour and 28 minutes with customer service rep ******** who stonewalled me and said the data could not be added back and gave me a series of excuses including the data on the card expired every month. (when it clearly says carryover data) She would not connect me with a supervisor or escalate the call and would not correct the **** ******** that was deleted. I know from what I have seen online that this is not an isolated incident. I am seeking restoration of the **** data

  Business Response

  Date: 05/24/2023

  Dear Mr. ****************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/14/2023, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you called customer service to add a new service plan to your account; however, the agent who assisted you added the plan to an old device. You called multiple times to transfer the service the correct phone but during the process your carry over mobile data balance was deleted and he only received 2 GB out **** GB he used to have.    
  
  We apologize for the recent issues that you may have experienced with your Total by **************** Based on the usage records we reviewed for your account for the last 30 days of service, we did not find any service interruptions during that time period.
  
  We apologize for the recent issues that you may have experienced with your Tracfone Wireless service. As per investigation, we found that your carry over balance was not transfer back due to system error.  We have successfully updated your account and is currently displaying the correct amount of data. 
  
  We spoke with you on 5/22/2023 via phone number ************ and you confirmed that you are able to see the correct mobile data balance again. also, you mentioned that your phone is working properly and no further assistance was required at that moment. 
  
  If you still require assistance, you can contact us 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 11277461443.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless.    
  
  

  Customer Answer

  Date: 05/29/2023

   
  Better Business Bureau:

  A representative from Tracfone called me back and verified my account information and corrected by adding the data back on. This rep was very cordial and took care of the issue. Thanks to him.
  
  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:05/13/2023

  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 8/22/22 a Moto G was purchased at *******************************, for $49.99 plus 7% sales tax, serial #****************. The phone was used for WiFi only, and stopped working in November 2022. It would not power on even after being charged. There was no damage and the phone was well taken care of, so that was not the issue. On December 1st, 2022, I called Tracphone at ************ and ticket #********** was opened. I was instructed by customer service to send the phone to ********************** after receiving instructions by email. I waited until mid-January but had not received the email so I called back on January 15th, 2023. Email instructions indicated to send the phone to *********, ** with a *** label I was provided. I did so, and I was told by customer service that a new phone would be released once the old phone arrived in TN: *** tracking #1Z6980XX9033238349. The phone was received at 9:25am on January 18th, 2023, by "Tillero". The replacement phone was supposed to arrive at my home within 5 business days. On Feb 9th, 2023, I called Tracephone to indicate that the replacement phone hadn't yet arrived. A new ticket #********** was opened to "escalate the process", as customer service phrased it. This didn't help, and I'm still waiting for the replacement to arrive, as of May 13th, 2023.

  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 13, 2023, regarding BBB case # ******** complaint.
  
   Your complaint states that on 08/22/2022 you purchased at ******* a Moto G phone for $49.99 plus 7% sales taxes.  The phone stopped working in November of 2022, unable to power on, and you called customer service for assistance and received the ticket # ********** to replace your phone and you were advised to return the defective phone.  The defective phone was returned via *** with the tracking # 1Z6980XX9033238349 and delivered on 01/18/2023, and you have not received the new replacement phone yet.
  
  Our records indicate that our warehouse received your damaged phone on 01/18/2023. However, the damaged device was returned after the return period has expired and the service ticket was closed in our system. In this instance, we will need to speak with you to discuss the eligibility for a replacement device and whether the requested device is available per our inventory. Replacements will be made in accordance with available inventory. Please note that damaged devices sent to ******* Family Mobile's warehouse will not be shipped back to you.
  
  We have attempted to reach you multiple times via phone ********** and via email ******************** on 05/19/2023, 05/21/2023, 05/22/2023, 05/24/2023 and 05/28/2023, however, you have failed to respond our emails.  In order to assist with the defective phone replacement, we will need to speak you directly. We suggest you to contact ************* to discuss your options for a replacement device after the ****** return period have expired.
  
  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 1277333515.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing ******* Family Mobile.
  
  
  Sincerely,
   
  
  
  
  
  Tracfone Wireless Inc.
  
  

  
  

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone had to be sent to tracfone because it was locked. I called tracfone and they told me to send it to ********, **** **. They said they would send me a replacement phone. That was March 17, 2023. Every time I called they I said the phone is on the way. I spoke to about 8 people and every week they said the same thing. I have no phone and never received replacement. It was an ** and phone number was ************. They gave me two ticket numbers ********** and **********. They keep on lying to me telling me they are sending phone but never have a tracking number.

  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 13, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that you phone had to be sent to Tracfone because it was locked. You called Tracfone and you were advised to send it to *********, **, **, and you were advised that we would send you a replacement phone, that was on March 17, 2023 and every time you call we said the phone is on the way. You received two ticket numbers ********** and **********, and you have not received a tracking number yet.
  
  We checked your account and we found the replacement ticket # ********** created on 04/21/2023 to send you the new phone.  The shipment was on hold status because your phone model was not in stock in our warehouse.  We were able to confirm the return package with your defective phone with the tracking # 1Z6980XX9022902392 from **** received in our warehouse on 03/20/2023.  The replacement ticket was updated with a different phone model on 05/21/2023 to start a new shipment, as you agreed to receive a different phone model.
  
  The new phone was successfully shipped out with the tracking # 1ZY870930200211543 from USP, and delivered to your address on 05/25/2023.  The new phone is currently active in our system and we were able to see usage on the phone.
  
  We have contacted you on 05/26/2023 to the phone number **********; and we spoke with your wife *********************, and she was able to confirm that you received the new replacement phone and it was successfully activated.  She also confirmed the service on the phone is working properly.
  
  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 1277331140.  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:05/12/2023

  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.

  5/12/2023. I have had TracFone for a few yrs. They will take my money then a WK later randomly shut my phone off. And everytime i call i speak with a manager on corporate side **** is his name. And they have not fixed my phone. My phone was paid on 4/24/2023. Good till may 30th there's no reason why i should pay for a service and not get my full use. All he has to do is go in the system and connect my phone number to my IMEI that belongs to my phone . Yet they have not done so . Everytime i call they give me a excuse.

  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 05/12/2023, regarding BBB Case number ******** complaint.
   
  Your complaint states that you have Tracfone for a few years, they take your money out and week later randomly they shut your phone off. And every time you call you speak with a manager on corporate side **** is his name. And they have not fixed your phone.
  
  You have not responded to our attempts to contact you at phone number ************ and e-mail ************************** on 05/19/23, 05/20/23,05/23/23, 05/24/23 and 05/27/23  however, we were unable to speak with you, you did not provide an alternate number, email address or account information. We searched our system by your name and contact number and we were unable to locate an account in our system. 
  
  Please refer to the **mail or reference number ******* or 1277327619.
   
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless

  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 05/12/2023, regarding BBB Case number ******** complaint.
   
  Your complaint states that you have Tracfone for a few years, they take your money out and week later randomly they shut your phone off. And every time you call you speak with a manager on corporate side **** is his name. And they have not fixed your phone.
  
  You have not responded to our attempts to contact you at phone number ************ and e-mail ************************** on 05/19/23, 05/20/23,05/23/23, 05/24/23 and 05/27/23  however, we were unable to speak with you, you did not provide an alternate number, email address or account information. We searched our system by your name and contact number and we were unable to locate an account in our system. 
  
  Please refer to the **mail or reference number ******* or 1277327619.
   
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless

  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 05/12/2023, regarding BBB Case number ******** complaint.
   
  Your complaint states that you have Tracfone for a few years, they take your money out and week later randomly they shut your phone off. And every time you call you speak with a manager on corporate side **** is his name. And they have not fixed your phone.
  
  You have not responded to our attempts to contact you at phone number ************ and e-mail ************************** on 05/19/23, 05/20/23,05/23/23, 05/24/23 and 05/27/23  however, we were unable to speak with you, you did not provide an alternate number, email address or account information. We searched our system by your name and contact number and we were unable to locate an account in our system. 
  
  Please refer to the **mail or reference number ******* or 1277327619.
   
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Tracfone Wireless

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 03, 2023 I had an argument with a call back **************** Representative from **********************. I realized that I was not getting anywhere and abruptly hung up. A few days later I noticed that my phone's account had **** units of text missing. Attached are two screenshots. One is showing my phone's unit numbers for April 22 and April 29, note the 12k in texts. The second is a screenshot of my full phone details, note that the text units is 5k. I feel that this is theft and was done maliciously in retaliation. I would like the 7k in texts restored or given a monetary equivalent (about $35.00).

  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 12, 2023 regarding BBB Case number ******** complaint.  
  
  Ms. ****** complaint states that on 3/3/2023 she had an argument with the **************** Representative from **********************. She realized that she was not getting anywhere and abruptly hung up. A few days later, she noticed that her phone account had **** units of text missing. One is showing her phone minutes for April 22 and April 29, she had 12k minutes in texts. The second is a screenshot of her full phone details, note that the text units is 5k. She felt that this is a theft and was done maliciously in retaliation. She would like to get 7k in texts restored or given a monetary equivalent (about $35.00).
  
  Our records show that Ms. ****** account is active. As per review on the current balance she had **** SMS units as of 5/19/2023. Ms. ****** claims that she had over 12k units for text on 4/22/2023 and it was down to 7k on 5/5/2023. With this, we need a proof of the balance screenshot of Ms. ****** on 4/22/2023. 
  
  We attempted to reach ************** on 5/19/2023 via ************ and email *************** but we were unsuccessful, he has failed to respond to our calls and emails. However, we spoke with ************** 5/24/2023, 5/25/2023 and 5/26/2023 and informed her that she need to send a screenshot of the proof of the units. We received and e-mail respond from ************** on 5/26/2023 containing the screenshot of the minutes on 4/22/2023 and 5/5/2023. We made a follow up call on 6/1/2023 and ************** that her text units is already updated to ***** SMS. 
  
  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 1277338356.
  
  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: 20050784
  
  I am rejecting this response because:

  Certain statements made in the above are not correct.  

  I did receive a phone call, voice mail and email on 05/19.  The email was from ************************************* I responded the next day by calling the phone number provided in the email.  The woman I spoke to stated that I needed to provide proof.  I told her that I did attach two screenshots with my complaint.  She said that they need to be verified and would get back to me.  

  On 05/24 I get a call and again it was stated that I needed to provide screenshots.  Regardless, I responded to the 05/19 email with my screenshots.  

  On 05/25 I get a call that no response to the email was received.  I responded again.

  On 05/26 I get a call -  no response was received.  He send another email, this time from *********************************************************.  I responded again and included copies of all my previous responses.  In addition, I CC'ed my gmail account and then responded from that gmail account also.  I also sent a text with the screenshots.  

  Then nothing from Tracfone until I call them on 06/01.The exact same rhetoric about providing screenshots is relayed.  I explain that for some reason you are not getting my responses though I have responded through 3 different communication methods.  Then I am asked what my email is and finally, my response from the 05/26 email was found.  I was on the phone will them over an hour and had to wait until the units were restored which by the way I was shorted about **** units.  They did not take into account my current unit number and used the numbers from the screenshot which were from 05/05. 

   

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

  Business Response

  Date: 06/15/2023

  Dear *********************,
  
  
  This is in response your rebuttal 06/13/23 regarding your Better Business Bureau complaint.
  
  Research indicates that an additional ***** minutes has been added to the device IMEI # ***************
  
  
  We attempted to contact you at ************ but was unsuccessful.
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing 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: 06/23/2023

   
  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.

  I have no record of a call from Tracfone on my phone's log.  I waited a few days to see if they would call again but no such call occurred.  I am not that curious as to what they have to say to waste my time and call them.  

  I did see that additional minutes and text units were added to my account.  

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

• Initial Complaint

  Date:05/11/2023

  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.

  it fore cell phone service , they keep canceling my phones, I am paying but get no service, can't get help from them to remedy the problem, and they don't re-reimburse, nor even try to fix the problem.

  Business Response

  Date: 05/15/2023

  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.
  
  ******************** complaint states that hes having issues with his phone service. Hes paying for it, but get no service and cant get reimbursement or fix the issue.
  
  We tried searching for ******************** account using his full name and e-mail, but we were not able to find the account.
  
  We spoke with ****************** today, May 12, 2023, at ************. We asked for the account information, but he did not gave it and stated that the phone is already working for calls, text and data. ** addition, we asked if there is any other concerns and he said that everything is up and running.
  
  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 1276987765.
  
  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:05/10/2023

  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.

  First Started TracFone around ****, and until a week ago was very satisfied, however it is now the worst choice in cell phone!!!!!!!!!!!!!!!! Do not use it!!!!!!!!!!!!! First a ***** G300 which I switched to when G300 was turned off required the addition of text time while I was traveling, as a result it killed the ***** phone. My first call on May 3 the gentleman said could see a problem on TracFone's end, but after 40 minutes on hold the call disconnected. Next a call back with 30 minutes no help. Call made from my new ******* I just activated with a new number. After trip and home, made calls on May 10 to try again to resolve and fix my ***** phone. Still ***** not working, but told could move ***** number to the ******* phone, no problem. It could not be completed, a transfer to advanced help, and a disconnect call. and now neither phone works. More calls, told have to get a new SIM card to reactivate the phone which worked ok on TracFone

  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 05/11/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that Tracfone is now the worst choice in cell phone, first you use a ***** G300 was turned off required the addition of text time while you were traveling as a result it killed the ***** phone then you purchase a ******* phone and you requested to transfer the number but was never completed now both phone are no working.
  
  After further investigation we were able to verify that your account is not in service, also we found a ticket #********** to replace the phone to resolved your concern, in addition we found  the tracking number ********************** that mentioned that you will received the new device on Friday 26/2023.
  
  We spoke with you on 05/25/2023 at the contact phone number ************ to provide the tracking number and the day that you will receive the  phone you were agreed with the information and no more assistance was needed.
  
  Please refer to the **mail or reference number ******* or 1277027028.
          
  Based upon the foregoing, we will close this matter as a resolution provided
  
  Thank you for choosing Tracfone Wireless.