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:05/10/2023

  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.

  I have had service with this company for many years now and my phone recently broke and I bought a new one, they told me I couldn't use that one cause it was a ******* tower wasn't in my area, then talked me into buying another phone and service plan. Now they tell me I can't use that phone because I don't have a ******* tower in my area , I wan't reimbursed for both phones and the service plan that I purchased.

  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 05/11/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that your device broke and you had to buy a new one, yet it could not activated as there are no ******* towers on your area. After contacting our customer service team you were advised to buy a new phone that he could not activated either for the same reason; therefore; you would like to receive a refund.
  
  Please note, the limited warranty for any applicable product begins on the date of your purchase and is only applicable for defects in material and workmanship that result in Product failure during normal usage. Our return policy indicates if you purchased your Straight Talk phone from straighttalk.com, you have thirty (30) days from the date your phone was delivered to you to return it to ** for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to **.
  
  We attempted to contact you to the contact number ************ and email sent to ***************************** on 05/14/2023 and could not reach you.
  
  We have contacted you on 05/22/2023 via phone number after further investigation we have confirmed you are eligible for a refund, as you requested we sent the detail information over email, but we did not receive a confirmation.
  
  We attempted to contact you multiple times to the contact number ************ and email sent to ***************************** on 05/16/2023, 05/17/2023, 05/22/2023; however, we were unable to reach you and you have failed to respond our emails.  
  
  If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1277072247.

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

  
  Thank you for choosing Tracfone Wireless
  
  

• 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.

  Complaint started on May 6, 2023. I was unable to receive texts. Checked all balances by texting to ****** balance, at 7:45 pm. Had a balance of 2.9 data, **** minutes talk and **** text. Didn't know this was a problem until May 7, 2023. Immediately contacted Tracfone by using their chat. I failed to write down the persons name, they reset the phone and balances showed 2.0 data, ****** minutes and ****** text. I told the person this was wrong but they stated they reset the phone.Now, Wednesday May 10, 2023. Unable to make or receive any phone calls. Immediately contacted tracfone by chat again. The representative was *****. She first stated this was a pay as you go program and I had no minutes. I explained that there was a problem with text and the phone was reset according to the tracfone representative. She stated there was no ticket done on the texting problem corrected on May 7, 2023. Reset balances to data,2.0, minutes talk to **** and text to ****, after I gave her all the information from the previous problem. I kept telling her that the balances were incorrect. Keep tying I'm sorry. I told her that this was theft. That tracfone should be able to look at my account and see that i occasionally have to buy data, but i always carried over talk and text minutes. Stated she was the supervisor and there was nothing she could do and I had to call tracfone.Called tracfone and this time talked with ******, went over everything and was put on hold. Call lasted over ten minutes and when she came back, I was hung up on.Called tracfone again, this time talked with *********. Well he tried to help me. He came back and stated that he was only authorized to correct the talk minutes to ****. He was not allowed to correct the data or the text that was incorrect Tracfone should be able to review my account and history and view all information received for texting balance to ******. I SPENT OVER TWO HOURS TODAY, THIS IS A NIGHTMARE.

  Business Response

  Date: 05/17/2023

  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 ****** that she lost her **** minutes, **** *** and 2.9 data balance.
  
  We spoke with ****************** today, May 16, 2023, 3:26 PM EST at **********. As per conversation she was able to authenticate her account and we added the lost ****and 2.9 *** and Data balance to her account.
  
  As we review, Ms. ******** account showed that **** minutes was already added to her account on 5/10/2023 but the lost *** and data balance was not yet added. Thus we proceed on adding the *** and Data.
  
  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 1277062535.
  
  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: 05/17/2023

   
  Complaint: 20044108
  
  I am rejecting this response because:  Tracfone could have resolved this without me having to file a complaint.  Instead i was told on the phone that the associate that was helping me was not authorized.  I asked for a supervisor and told I was talking with a supervisor (*****).  I had to call back several times and was hung up on by ******.  Then I called back again, this time I got *********, he talked with someone and reinstated the minutes.  He kept telling me that he was not authorized to reinstate the data and texts.  But he did help me by reinstating the minutes after it was verified.  Tracfone should have been able to look at my account and verify what I was saying.  

  Then I was contacted on mothers's day, talked with ****.  Well all of a sudden the texts stopped working.  **** had not researched my account and was not able to verify what I was telling her about the lost minutes, text and data.  And did not help me restore the text.  I had to later do an online chat and it was resolved.  I had to take a screenshot of what was sent to my by tracfone by texting BALANCE to ******, and later send it to tracfone.

  Basically, tracfone should have been able to look at my account history and resolve this issue without all the difficulty I had to go through.  

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

• Initial Complaint

  Date:05/10/2023

  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.

  On May 7th, I contacted Tracphone to let them know that I switched over to another service provider. I asked them to provide me with my pin number in order to allow for the transfer of my Tracphone number to my new carrier. The agent stated they texted me the pin, but I never received it. This went on for four more times, but I still never received it even though I was still receiving texts from other people while I was on the phone with the agent. The agent stated that was the only method that the code could be sent after asking why it could not be sent to my email. Next, the agent asked me to verify personal information, and when I provided my answers to the questions, I was told that the information was correct. Then, I was told I had to talk to a different department. This cat and mouse game went on for two hours for which at the end, I was told, I would receive the pin to release the phone number within 24 hours. It has now been over ********************************************************** order to transfer my number.

  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 05/10/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you contacted Tracfone to let them know that you switched over to another service provider, you asked then to provide you with the number transfer pin (NTP) in order to allow you to transfer your Tracfone number to your new carrier.
  
  Tracfone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We were unable to process the requested port out, because you could not provide the Number Transfer *** (NTP), account number, or Zip Code associated with the account, which is needed to port out the number. To proceed with the porting-out process from Straight talk, you will need to have their account number, and NTP Pin. To receive a Number Transfer Pin (NTP), you must text keyword "NTP" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, the *** is time-sensitive.
  
  We have attempted to reach you multiple times via phone at ************ and via email ***************** on 05/12/23, 05/13/23, 05/16/23, 05/17/23 and 05/20/23 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.     

• Initial Complaint

  Date:05/09/2023

  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 daughter died on 12-4-22. Tracfone refuses to close her account or refund payment of unused services. **************** hung up on me when called. Another customer representative said we needed to send death certificate. Gave ** a bogus email address. Representative said there is nothing they can do, Daughters name is *******************. Tracfone number is ************. Thanks for any help.

  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 10, 2023, regarding BBB case # ******** complaint.

  
  Your complaint states that your daughter died on 12/04/2022. Tracfone refuses to close her account or refund payment of unused services. You were advised from a customer service representative that you needed to send her death certificate. Your daughters name is ******************* and her Tracfone phone number is the one ending 9827. 
  We checked your daughters account and we found the phone and service active in our system with auto refill service on, we were able to see the charges made every month since December of 2022. 

  
  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, and as per the records, you were unable to authenticate your daughters account to cancel the auto payment and deactivate her phone. 
  
  We escalated your case to get the refund approval and the approval to deactivate the account and you were educated to send via email your daughters death certificate.  We successfully received it on 05/19/2023, and her phone service was deactivated the same day.  We provided you the ticket # **********, as reference for the refund request for the last 3 months of service your daughter was charged without using the service.  The refund was approved for the total amount of $ ****** and it makes takes **** business days, up to 30 days for you to receive a check. 

  
  We have contacted you on 05/28/2023 to the phone number **********; and you were educated that the refund was successfully processed for the last 3 months charged on your daughters account; we provided the total amount to be refunded and the estimated wait time to receive the check.

  
   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 1276982885.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  
   Tracfone Wireless Inc.

• Initial Complaint

  Date:05/09/2023

  Type:Billing 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 am a customer *************), and cannot stop the charges to my card. I have tried contacting your help line but none of my information matches your records, so no one will talk to me! I have even changed my card though my bank (4 times) and somehow your charges still are occuring to my account!!

  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 9, 2023, regarding BBB Case number ******** complaint.  
          
  **************** complaint alleges that her credit card was charged even if she changed it 4 times and she dont have any way to stop it. 
   
  Upon review, **************** account is no longer active within our service. She requested a cancellation of payment last 5/16/2023. TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. With this, **************** was required to go through a series of security question prior granting her request to stop her service. We cannot specify on which number she was charged for since we only found two cards under her account. It would be best for **************** to contact or reach out to her financial institution to discuss this matter and to avoid further charges. 
   
  We attempted to contact **************** multiple times via phone number ************ and e-mail *********************** on 5/13/2023, 5/18/2023, 5/19/2023, 5/21/2023 and 6/1/2023 to discuss her concern regarding her credit card charges and to confirm is she needs further assistance. However, we were unsuccessful. We have not been able 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. 
   
  Please refer to ticket number 1277032699.
   
  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: 06/03/2023

   
  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:05/09/2023

  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 iPhone thru tracfone service was stolen when I left it in a Lyft car. When I got deactivated. home and realized this I went on tracfone chat and had it ( during te time it was stolen and deactivated they charged about ***** dollars thru stored credit cards on Amazon mostly thru bank debit card) anyone the day before it was stolen I was charge my monthly ***** plus taxes on my debit card. My daughter bought me a new phone and it was delivered next day. I got a new tracfone plan for new phone (only because it is cheap and I do not use use a phone often, I mostly use iPad). I called tracfone to obtain refund on stolen phone. I spent hours with there reps and did not get anywhere,they kept asking me if I could provide ant calls I made during past week, I dont think I made any or I cant remember. Their reps can barely speak ************* had to repeat myself. It was a terrible experience. I know it is not much money but it is the principal. I ******** my stolen phones plan charge refunded.

  Business Response

  Date: 05/19/2023

  Dear ***************************: 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 09, 2023, regarding BBB Case number ******** complaint.           
  ******************** complaint states that she has an IPhone but was stolen when she left it on her car. When she requested to deactivate the phone she was charge $1, 000. She just added minutes on the phone before it was stolen, asking for a refund on the minutes that was just added before it was stolen.
  
  We pull up account using customers phone number. Account is not active. We cannot check on the balance inquiry if there is a usage on the plan added. We need to speak to ******************** to further authenticate the account to confirm it to the other department if there is usage on the plan added. Airtime minutes and service plans are non-refundable but can be transferred to another device
  
  We attempted to contact ******************** multiple times, via phone ************ and email ***********************  on 05/13/2023, 05/14/2023, 05/15/2023, 05/16/2023, and 05/19/2023, we were unsuccessful, we were not able to reach the customer and we are still waiting to hear from her.
  
  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 e-mail reference number ******* Ticket Number 1277039445.
  
  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:05/09/2023

  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.

  Please see the following complaint sent via **** to Tracfone **** Anything you can do to resolve this issue, would be appreciated. *************************** ***************************** ********************** **** Headquarters ****************************** ******, ** ****** Re: Problems related to Cell Phone # ************** To Whom It May ******** I have been a Tracfone customer for several years, but in the last few days have experienced a problem with my phone (Galaxy A13 5G), that not only was your **************** Team unable to fix, but in the process of addressing my problem, created a larger problem, resulting in the erasing of all my accumulated data (around 500 mb), phone minutes (well over *****) and texts (400+). Let me explain further. On May 5, 2023 I contacted your **************** Department by way of your chat box to report the fact that my voicemail messages were not being delivered to my phone. The representative could not figure out the problem, so had another representative call me. When speaking with this representative, they decided to reset my network settings, which not only did not fix my voicemail problem, but ended up clearing out my data, minutes, and texts (so that my dashboard reads 0, 0, 0). When I attempted have this problem addressed today with one of your **************** Representatives, they indicated that my account reads 0 mb data, 0 minutes calls, and 0 texts remaining. I indicated to this person that the wiping out of my data, minutes, and texts was the result of the resetting of my network connection and the reactivating of my account on 5/5/23 by one of your representatives. They indicated that there was nothing they could do but sell me additional data, minutes, and texts. When I expressed my desire to speak to a supervisor, the representative repeatedly indicated that that would not be possible and that they were the final word on my case. Needless to say, I found this response to be unsatisfactory, and given no other avenue of addressing my concern, I am registering a complaint with you, and copying the same to the Better Business Bureau and ****** of ******** Complaints at the ************************* Surely there must be a way to check on the status of my account prior to the action of your **************** Representative on 5/5/23, and a reinstating of my accumulated data, minutes, and texts, without forcing me to buy more of the same due to the misguided actions of your representative. Of course, the rectifying of this error still wont fix the original problem (not receiving voicemail messages) that I called Tracfone about in the first place. Your attention to this matter would be greatly appreciated. Sincerely, ***************************** ************************************************************************* c.c.: Better Business Bureau, *************************************************************************** ****** of ******** Complaints, ************************* ********************* NW, **************** *****

  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 05/09/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that your phone stopped working. Upon contacting our customer service and the troubleshooting to resolve the issue failed the service units were removed from your account.
  
  In reviewing your account is currently active. Upon further investigation we have determined that a technical issue caused the system to not apply correct amount of the services. Since then we have updated your account and provided with the missing units.
  
  We have attempted to contact you, via phone number ************ and email sent to ************************** on 05/11/2023 and 05/14/2023; however, we were unable to reach you.  On 05/15/2023 we received your call back and you mentioned that the issue has been addressed and no further troubleshooting is required.
  
  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 1276935850.

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

  
  Thank you for choosing Tracfone Wireless.
  

  Customer Answer

  Date: 05/16/2023

   
  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:05/08/2023

  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.

  The date was *** 8,2023, I paid for data never received it so I called and the first rep fixed it. A few minutes later it quit working so I called back and told the new rep what happened and she wudnt fix it. She keep telling me I had to be set for a call back. I've had this phone for 5-6 months and have had nothing but problems with this phone since day I got it and they refuse to replace fix or do anything about it

  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 May 09, 2023, regarding BBB case # ******** complaint.
  Your complaint states that on May 8, 2023, you paid for data and you did not receive the benefits, you called customer service and your data service was restored; however, in a few minutes later it quit working.  Tracfone refuse to replace or fix your device.
  
  We checked your account and we found your phone and service active and connecting properly to our network, we checked your data balance and usage and as per our records you have been using your data service every day.  You have data balance in your account and she you have used ***** MB between 05/08/2023 till 05/17/2023.  We were able to see that you added 1GB data card on 05/11/2023 and another 1GB on 05/15/2023.  As per our records you contacted us and the data balance you said was missing in your account was replaced.
  
  Upon investigation we also found you applied for the Lifeline program with Safelink on 01/22/2023; however, the application still on pending status, and not approved yet, because you have not finished qualifying through the Lifeline National Verifier.  As per our records, you were already educated to contact them.
  
  We have attempted to reach you multiple times via phone ********** and via email *********************** on 05/11/2023, 05/12/2023, 05/14/2023, 05/15/2023 and 05/18/2023, however, you have failed to respond our 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 1276924939.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Tracfone Wireless Inc.
  Sincerely,
  
  Tracfone Wireless Inc
  
  

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tracfone is playing with peoples privacy and Accounts, it's not right and **** Text, **** Talk. NO! I purchase every three months to talk with my friends in **, **, VA, PA, Cali, **, not to be Texting them, Quit messing with people accounts. I will report these finding TEXT is NOT what I use. the **** Minutes should be Transferred to TALK, and stop messing with people accounts. I will report this to ************* Don't mess with my account. Any additional Phone Minute Cards I place on my Phone, TALK account ONLY!

  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 05/08/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that Tracfone is playing with people privacy and accounts, you purchase every 3 month to talk with my friends, and you will report this finding text is not what you use. **** text should change for talk time.
  
  After further investigation we were able to verify that your account is active and well provisioned also we successfully provided your minutes in order for you continue using our services.
  
  We spoke with you on 05/23/2023 at the contact phone number ************ to provided assistance on your concern also we successfully validate the account with you on the line , also we provided the information  that we added your minutes resolving your concern and no more assistance was needed.
  
  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 Tracfone Wireless.
  

  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.  They told me they switched the **** minutes

  to my Phone Minutes, The person I spoke with reaffirmed that was done!   So as long as I place minutes on my phone from this date forward, NO minutes will go toward **** minutes.

  I honestly don't use Text.   thank you BBB for your Service
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/16/2023

  I have written on several accounts about this company (TracFone) again they have not complied with what the agreement was to settle this complaint.  I'm writing again to comply with that now they much reimburse me for all my minutes on my Cell Phone, which is ****** minutes,.  I purchase a 60-minute card every 90 days at $19.99.  Reimburse in Full or complaint will stay on records, and also ************ will be notified of this companies False agreements that they do right by their customers, which they DON"T.

  Customer Answer

  Date: 08/17/2023

  Tracfone said they would put minutes from TEXT to Calling, but never happened, talked with a person and they informed just the other day, IT can NOT be done!  That my minutes remain in TEXT --- UNLESS I purchase a monthly Plan, told them no, I'm a widow and can't afford such.   The 60 Minutes calling card is sufficient for what I use the phone for.  I don't need a PLAN, he insisted I take out a PLAN.      

   

  Business Response

  Date: 08/23/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 08/17/23 regarding your Better Business Bureau complaint.
  
  
  In order to better assist please confirm the **** number of the device involved
  We tried to reach you on ************ but were 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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  **** **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20031333
  
  I am rejecting this response because:  They are just playing around like they did the first time, They Lied, and I don't care to deal with ****'s.  I want my ****** Minutes that are left on my phone PAID back to me in full. @ $19.99 for 60 minutes every 90 days.  (I purchase a 60 minute card for $19.99.)  I will not release this complaint until I receive my payment of ****** minutes.in full.   The price better be right, if you want this complaint to go away.  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/26/2023

   I stand by my complaint and confirmation of payment.   They like to play with people's privacy and Accounts.  They are trying to bypass BBB account by calling and bugging me .  No need, Complaint stands as is, will think of results when paid for my left over minutes on my phone.    60 minutes $19,99 every 90 days.   is DUE me ***** that was the last amount on my phone but have used the phone maybe twice so new minute figures may be different.   thanks, BBB, for your help.

  Customer Answer

  Date: 08/30/2023

  I stand by my complaint and the settlement that I reponed with to the BBB in email.   Payment of all my Minutes I put and have on my phone, then when in Hand, I will think of disclosure to this Complaint.

  Not until Money is in hand!     21694 Minus a few minutes @ $19.99 (60 minutes phone card every 90 days) ===  your payment back to me.  

   

  Thanks BBB for your help!  I truly appreciate it. 

  Customer Answer

  Date: 09/07/2023

  This message was sent on 8/30, I think I answered it, but don't know, my computer crashed so was not able to send or I did before it went down.

  Still waiting to hear if Tracfone is going to Pay me in Full for the minutes on my phone.   $19.99 for 60 Minutes Card!

   

  Thank you!

  Customer Answer

  Date: 09/08/2023

  I have two phone, one is broke, so I don't recall what IMEI goes with 
  
  358712913290811
  
  ***************

  Customer Answer

  Date: 09/08/2023

  *************** IMEI Number
  
    Sim card number :  ********************

  Business Response

  Date: 09/08/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/08/23 regarding your Better Business Bureau complaint.
  
  The information given *************** IMEI Number and Sim card number :  ******************** was not found in our system.
  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20031333
  
  I am rejecting this response because:  I took the numbers right off the phone.  IME# ***************    The number shown is at the end 90911  It's 90811
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/12/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/12/23 regarding your Better Business Bureau complaint.
  
  The information given *************** and ***** IMEI Number was not found in our system.
  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Business Response

  Date: 09/13/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/12/23 regarding your Better Business Bureau complaint.
  
  The information given *************** and ***** IMEI Number was not found in our system. We are unable to move further until we have the correct information.
  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20031333
  
  I am rejecting this response because:  I do volunteer work and don't know when I would be able to schedule calling.   Please state your action on the complaint, by way of

  BBB site.   Sometimes I have to stay overnight.   My days are scheduled Weeks / days ahead.  Want clear action on this complaint   As Soon AS Possible.   Thank you!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/15/2023

  Tracfone is just playing around, all the information was taken from the phone itself.

  Want full Payment of the minutes left on my PHONE!!!    ************...

  $19.99 for 60 minutes, (90 Day Plan)  I know the balance so don't try to nickel and dime me.   Payment in FULL!

  Social Media is waiting for news of Tracfone breach of promises. (messing with customers' phone

  Business Response

  Date: 09/25/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/15/23 regarding your Better Business Bureau complaint.
  
  In order to receive a refund of $19.99 for account device IMEI # ***************, we will need to confirm your mailing address due there is no credit card on file.
  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Business Response

  Date: 09/26/2023

  Date Sent: 9/25/2023 5:12:23 PM
  Dear ***************************,
  
  
  This is in response your rebuttal 09/15/23 regarding your Better Business Bureau complaint.
  
  In order to receive a refund of $19.99 for account device IMEI # ***************, we will need to confirm your mailing address due there is no credit card on file.
  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20031333
  
  I

  My address is:    

  10 ***********************

  Hanover Township, **  18706

  
  

  Full payment of all the minutes left on my phone.

  ****** Plus (Minutes)

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

  Customer Answer

  Date: 09/26/2023

  Just want to get this over with.   Payment is all I'm looking for if Tracfone does not comply, they complaint will stay on their web page for years to come.  That's not good for business.

  26,000 plus minutes to be paid.   $19.99 for 60 minutes, every 90 days.   Thanks

  Customer Answer

  Date: 09/26/2023

  That is the ONLY, resolution to the Problem Pay what is due me from the minutes Left on my phone ****** Plus, don't recall the exact total at the moment will have to check the balance.  $19.99 for 60 minutes every 90 days

  Customer Answer

  Date: 09/27/2023

  found out the True Total on my phone ****** minutes
  
  (Talk  ****** ) (TEXT ****)

  Business Response

  Date: 09/28/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/27/23 regarding your Better Business Bureau complaint.
  
  Ticket # ********** has been created for you to receive a refund of $19.99. It can take up to 30 days to receive the refund. Research indicates that you currently have ***** minutes and **** text messages. We are not able to convert text messages into minutes.  
  
  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.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20031333
  
  I am rejecting this response because:  I will not Accept Only $19.99 for the minutes left on my Phone, I want a FULL refund of the Total Minutes.   
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/29/2023

  The Total of Minutes Left on my TracFone is:    Talk 12987   Text 8847   TOTAL of *****   This is the total to be paid back to me.   I paid every 90 days $19.99 for 60 minutes,    NO, $19.99 for all the minutes left on my phone.  NO, Payment in full of ***** Minutes 

  Business Response

  Date: 10/02/2023

  Dear ***************************,
  
  
  This is in response your rebuttal 09/29/23 regarding your Better Business Bureau complaint.
  
  Research indicates that you currently have ***** minutes and **** text messages and data total *****. As a one time, curtesy we will issue ****** minutes on the device.
  
  
  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 Tracfone Wireless to service your cellular needs.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 **********************************************
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********

  Customer Answer

  Date: 10/03/2023

   
  
  Complaint: 20031333
  
  
  
  I am rejecting this response because: Told you (TracFone) before Several times, I do Volunteer work, my hours are not 9 - 5.     I'm not accepting any excuses to resolve this --- ONLY ONE!

  Pay in Full what is due me, the amount of Minutes left on my phone, IN FULL, 60 Minutes @ $19. 99.. that I have paid each and every 90 Days. 

    21,834 Minutes is on my phone, do the math and be Precise in the Amount. 

    I purchased minutes from day one of the purchase of the Tracfone, I held up my end of the purchase

  now you want me to walk away, when you OWE me for all the minutes left on my phone,  

   

   

  
  
  
  
  Sincerely,
  
  
  
  Barbara Riegel

  Customer Answer

  Date: 10/03/2023

  I'm not taking any more abuse from this Company.  I don't want 20,000 put on my phone, I want a pay out of my minutes left on my phone.

  Then the complaint will be ended.   But not until they pay for all the minutes left on my phone, and the complaint can be taken down,

  but not until.   This complaint hurts the company not me.  This will show social media what a bad company Tracfone can be.

  I have other Avenues and will use them.

   

  Customer Answer

  Date: 10/03/2023

   
  
  Complaint: 20031333
  
  
  
  

  I'm not taking any more abuse from this Company.  I don't want 20,000 put on my phone, I want a pay out of my minutes left on my phone.

  Then the complaint will be ended.   But not until they pay for all the minutes left on my phone, and the complaint can be taken down,

  but not until.   This complaint hurts the company not me.  This will show social media what a bad company Tracfone can be.

  I have other Avenues and will use them.

  
  
  
  
  Sincerely,
  
  
  
  Barbara Riegel

  Business Response

  Date: 10/06/2023

  Dear Barbara Riegel,
  
  
  This is in response your rebuttal 10/03/23
  regarding your Better Business Bureau complaint.
  
  Unfortunately we are not able to pay out the
  minutes that is owed. Minutes were placed on your device, and you were compensated.
  You are not qualified for any more compensation. Per terms and conditions you
  ca not be paid out.
  
  
  We attempted to contact you at 570-235-6041 but
  were 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.
  
  
  Freda Spalding
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 N.W. 112th Ave Miami, FL 33178
  Office : 1 800 626 4883 EXT:6106
  [email protected]
  Freda501107
  Ticket # 1276923755

  Customer Answer

  Date: 10/10/2023

  Thank you BBB, for your time and effort.

• Initial Complaint

  Date:05/08/2023

  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.

  TODAY, 5/8/2023, I RECEIVED EMAIL NOTICE FROM TRACFONE THAT SERVICE FOR THE UNREGISTERED TRACFONE 504... **** WAS EXPIRING TODAY 5/8/2023. I CHATTED W/ ****** OF TRACFONE TO REQUEST A NEW ***** UNDER WARRANTY SO I COULD ADD ADDITIONAL SERVICE TO ACCESS MY **** PLUS MINUTES, ETC. ****** TOLD ME THAT ONCE I ADDED SERVICE THE ***** WOULD WORK. THAT'S A LIE AND ANOTHER TRACFONE SCAM, DECEPTIVE PRACTICE PERPETRATED AGAINST ME INDIVIDUALLY CAUSE I SHOULD GET A NEW ***** UNDER WARRANTY, INSTEAD TRACFONE IS USING LIES, DECEP-**** AND FRAUD TO DENY ME A NEW WORKING ***** TO STEAL MY ***** PLUS DATA, ******************* 5/8/2023 MESSAGE IS CAUSE I CANCELLED ALL MY UNLIMITED PLANS FOR MY 3 TRACFONES. THERE IS NO WAY ADDING SERVICE TO THIS FACTORY DEFECTIVE TRACFONE ***** WILL MAKE IT WORK. IT CLEARLY STATES UNREGISTERED FROM ANY NETWORK. TRACFONE ***** BUYERS BEWARE OF TRACFONE SCAMS, SHAMS, LIES AND P#SS POOR SERVICE OF NOT HONORING THE TRACFONE WARRANTY TO MAKE DISHONEST MONEY. ****** OF TRACFONE HAD AUDACITY TO SAY HE SENT VERIFICA-**** CODE TO **** WHEN HE KNEW TRACFONE CELL COULD NOT RECEIVE OR SEND CALLS OR MESSAGES. TRACFONE USED LIES AND DECEP-**** TO STEAL MY HIGHLY PAID FOR PROPERTY.TRACFONE ***** BUYERS, ESPECIALLY BLACK BUYERS BEWARE OF TRACFONE'S CHICANERY ??

  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 05/08/2023, regarding BBB Case number ******** complaint.  

  
  Your complaint states that your phone is defective and you cannot use the service; therefore, you chatted with an agent to request a replacement device, but you were advised that you only needs to add more service to keep using your phone. But you have enough minutes and there was not need of a new plan. As resolution, you would like a refund for the unused minutes, SMS, and data.  

  
  Based on the usage records we reviewed for your account for the last 30 days of service, it does appear that a service interruption occurred during that time period, due to a mismatch with your *** card. We noticed that you spoke with one of our agents on 5/8/2023 who updated the *** card. As per call records the phone, the service is in use.   

  
  Regarding the phone exchanged, it was required to speak with you to troubleshoot the phone and replace it if is needed.  
  We spoke with you on 5/15/2023 via phone number ************ and you confirmed the service is working. In addition, you refused the replacement phone we offered since the service is working now.  

  
  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 1275764885. 

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

  
  Thank you for choosing Tracfone Wireless.