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

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

• 

  Tracfone

  PO Box 220009 Portland, OR 97269-0009

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:05/24/2025

  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 am submitting this complaint regarding an issue with Tracfone Wireless. I recently activated a new line with the phone number ************ and would like to add it to my existing Tracfone account associated with the email address ******************************, when I attempt to add the line through the online account management system, I receive a message instructing me to contact customer service. I followed the instructions and spoke with a representative from the corporate department named ****, but she was also unable to add the line to my ********** this point, I am unable to manage the newly activated line through my account, which is frustrating and inconvenient. I am requesting that Tracfone promptly resolve this issue by successfully linking the phone number ************ to my account ************************ so that I can manage it properly.Thank you for your attention to this matter.

  Business Response

  Date: 06/13/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.    
  
  Your complaint states that you experienced an issue linking your new phone number to your account and are seeking assistance to have this resolved.
  
  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.
  
  Upon review, we found that your account is active and associated with two email address; one of which is mentioned in the complaint, ************************** account has two active lines with numbers ending in 1836 and 2561. With that, it would be best for us to speak with you.
  
  We spoke with you on May 27, 2025, via phone number *************. During our initial attempts to assist you with completing the account authentication process, the call was disconnected. When we called back, you were unable to successfully authenticate the account. To help resolve the issue, we informed you that we would submit an escalation request to bypass the authentication process, and you agreed to a callback.
  
  On June 10, 2025, we were able to speak with you again. At that time, you expressed a preference to proceed with a refund request, as you were already using your phone with a new service provider. Specifically, you requested a $15 refund for the recently purchased airtime plan. However, upon review, we found that the purchase was necessary to fulfill your phones unlocking eligibility. Therefore, the refund request was declined.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321462274. 
  
  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:05/23/2025

  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 purchase and activated phone through Straighttalk on March 17. Their unlock policy states "cellphone will be remotely unlocked automatically sixty days after activation. On April 1, they changed their unlock policy and now they are telling me I cannot unlock it based on their new policy. StraightTalk mislead me to buy a phone and activate a service then changed the agreement without telling me and not finding a solution. They will not refund or unlock my phone.

  Business Response

  Date: 06/11/2025

  Dear Danny Nguyen:
  
  We have received and reviewed your Better business bureau
  complaint. This response is in reference to your correspondence dated May 24,
  2025, regarding BBB Case number 23372354 complaints.
  
  Your complaint states that Straight Talk declined to unlock
  your phone based on the unlocking policy that was in effect at the time of your
  phone’s purchase and activation. As a result, you are requesting that the phone
  be unlocked or that you receive a refund.
  
  Straight Talk Wireless Unlocking Policy states that Verizon
  Value will remotely unlock the phone when it becomes eligible for unlocking,
  provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with Verizon Value service by
  purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the Verizon network on or
  after November 23, 2021, the cellphone will be remotely unlocked automatically
  60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change
  at any time without advance notice.
  
  Upon review, your phone has been deactivated since April due
  to non-renewal of service. You only refilled the phone once and that was upon
  activation. Therefore, as we checked the phone’s unlocking eligibility, the
  system prompted the message, “Not eligible - insufficient time from device
  activation or 60 paid service days required.” However, recent record shows that
  you have reactivated the phone and the system has initiated your unlocking
  request. Reference number 132-139-2736. The remote unlocking process will occur
  automatically. Please power the phone off and on, connect to Wi-Fi and insert
  non-branded (new service provider) SIM card.
  
  We have made multiple attempts to contact you by phone at
  408-800-2034 and 408-649-8972, and we also sent emails to [email protected] on
  May 26, 27, 28, 29, and June 3, 2025. However, we have been unable to reach you
  by phone, and we have not received any response to our emails.
  
  If you should still require assistance, you can contact 1-888-251-8169
  enter PIN 1120. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM
  EST.
  
  Please refer to email reference number 5496918 or Ticket
  Number 1321385754.
  
  Based upon the foregoing, we will close this matter unless
  we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  
  Sincerely,
  Executive Resolution Department        

• Initial Complaint

  Date:05/23/2025

  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 a Tracfone prepaid phone account for over 20 years as a backup to my regular phone (a Safelink wireless ***** phone that recently switched to) and I usually renew the Tracfone yearly service plan once every year by purchasing a yearly renewal that gives you 12 months of service use and 400 mins. of free talk time before i have to renew it again in another year. Ever since ******* took over Tracfone they have repeatedly conflated the 2 accounts together and deactivated my Tracfone account for not using it it once every 30 days which is the policy for keeping the Safelink phone active not the Tracfone which was on a prepaid 365 day service plan. Sometime in the past year they deactivated my Tracfone ****** G300, ************) account without me knowing about it and i lost approx. 6 months airtime and ****** talk and text and ****** data mins. plus my old phone #. *************). They said it was because i didn't use the phone for over 30 days and therefore it was deactivated even tho it was on a 365 day service plan and separate from Safelink. I have tried repeatedly to straighten this out but keep getting run around in circles. The calls to the customer help line usually take about 1 hour and ends with them telling you to wait for 3-4 days to see if the changes took effect. I call back and they open my account back up and tell me to wait another ********************************************************************* that that my accountis still deactivated so i have to explain everything all over again to a new person. They have done this 4 times already. They Repeatedly employ "Delay, Deny, Defend" tactic to evade correcting this problem. They are stealing 6 months of airtime I have already prepaid for and ****** airtime mins. and ****** data mins. which comes to approx $8192.50 @ $99 per 400 mins. I want them to restore my account, mins. and airtime and stop deactivating it every 30days or re-pay me for the 20 years worth of airtime i had left.

  Business Response

  Date: 06/16/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on May 27, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you currently have both TracFone and ******** services. However, your TracFone account was deactivated due to non-usage, which resulted in the loss of your previous phone number, despite having approximately six months of service and a remaining balance ************ a result, you are requesting the reinstatement of both your service and your remaining balance.
  
  Upon review, we found that your phone number ending in 1245 is no longer available in the system, which means we are unable to reassign it to your device. The number was deactivated in December 2024. Please be advised that failing to keep a number active at all times may result in its permanent loss, as inactive numbers are eventually removed from the system and may be reassigned. As a result, a new number ending in 9284 has been assigned to your phone, which has a serial number (IMEI) ending in 8681.
  
  In an in-depth review, we found that the phone with the serial number (IMEI) ending in 8681, which is connected to your TracFone account, is also the registered device under your ******** enrollment. The ******** account lists the phone number ending in 1027 (which is currently not active in the system) and the same serial number ending in 8681. The repeated deactivation of your phone appears to be related to your Lifeline enrollment.Given this, it would be best for us to speak with you directly to confirm the details of your devices and ensure your services are properly aligned.
  
  We spoke with you on May 28, 2025, via phone at *************, during which you reiterated your request to have your old number and service reinstated. Unfortunately, the call was unexpectedly disconnected before we could fully assist you, and we were unable to reach you afterward. On May 30, 2025, we received a callback from you and attempted to proceed with the necessary steps; however, you were unable to complete the account authentication process. As a result, we submitted an escalation to bypass authentication, and a callback was scheduled. Follow-up calls were made on June 1 and June 2, 2025, but were unsuccessful. We were finally able to speak with you again on June 5, 2025, and successfully added service to your phone under reference number **********. Unfortunately, the call was disconnected midway,and we were unable to re-establish contact.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321509804
  . 
  
  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: 06/28/2025

   
  Complaint: 23372279
  
  I am rejecting this response because:they stil have not restored all the talk and text message mins. and the data times i had left
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/17/2025

  Dear ******* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/08/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your remaining talk, text, and data balance, still were not completely restored.
  
  As reviewed, after an in-depth investigation in your account, we got the correct amount of balance to your account. The missing balance were approved, and added to the account on 7/1/2025, per reference number **********. The account is currently active and provisioned in our system.
  
  We attempted to contact you via phone number ************, and have sent emails to ******************* on 7/10/2025, and 7/17/2025, to discuss the status of your account and service concerns.However, we were unable to reach you, and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:05/23/2025

  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.

  Hi, My name ****** ***** Sept 3rd of 2024 my husband passed. Truck for sale, showed a customer. they looked, sat my phone on car and drove off. I had a same kind of phone in house. , a $50.00 cheapie. Figured id better get a better phone, this is now a life line phone for me. . Went to *******, Got a $200.00 one. This is the one we need to talk about. So, all 3 phones same company since 2019. The new one wanted a 6 didget pass code. My other one was only a 4 didgets. Now, every time you were asked at the biginning, the company was locking me out. Now, COMPLETLY LOCKED OUT. pHONE IS NO GOOD ! ****** EVEN PURCHASE A NEW ONE THRU THEM, I didnt have a 6 didgit code !. ******* couldnt take back due to being locked out. They have a process. So sent to ********** address provided. You call, and your on the phone and it takes forever because no one logs in and puts in any notes. Last I knew, it was at the ************ Promissed me my $200.00 back. to the day, NO phone (which is no good to me) , AND my $200.00 was never sent. ok... sent to them 11/14,2024. the tracking # on the slip from the post office is 9500 1122 8184 4319 2294 21. They will tell you its not in system. They have to read all the notes , or they cant seem to find it. ITS STILL in their possession, usually on phone over 2 hours . just saying. They constantly prommised me. I must have been to *******, Verison 55 to 60 times getting no were. Have a file FULL of notes and ****** times. I want my $200.00 !. Its been long enough. I tried to do on my phone once, didnt go thru. Really apprecite it. Your gonna need this # to : phone serial # ******************* anything else needed ? let me know. tons of stuff on this Thank you ****** *****

  Business Response

  Date: 06/11/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 23, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a $200 phone from *******, but it got locked out. You were not assisted accordingly when you contacted customer service. With this, you are requesting refund for the phone.
  
  Please note that TracFone Wireless Terms and Conditions indicate that if you purchased a TracFone phone from a retailer or wireless dealer (and not from TracFone directly either by phone or online), your Phone purchase is subject to that retailers return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase.TracFone will not process the return of any TracFone phone sold to you by a retailer or wireless dealer.
  
  Upon review, we found that you purchased a ************* 5G 2024 phone at ******** store on 10/22/2024, for which you paid $211. Your account records show that you reached our customer support for assistance after the device got screen locked; however, no resolution could be provided, and your refund request was denied since the phone is purchased from a retail store.
  
  Our warehouse confirmed receipt of the device as of 12/23/2024. With this, we need to speak with you directly to discuss this matter.
  
  We spoke with you via phone number ************ on 5/29/2025, and discussed the aforementioned. You still requested refund for the phone you purchased from the store. As courtesy, we agreed to submit a refund request, with reference number **********, which is subject for approval. We received your proof of purchase on 5/30/2025. We agreed to contact you for updates.
  
  If you should 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 **********.
  
  Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 07/22/2025

  Wondering if you recieved email back. 1st time, never went thruogh according to the BBB lady. 

  Not forsure if 2nd one did.  

  Sorry, really bad at using the phone. Don't know what I'm doing. Get very upset.

  K, please keep in touch. I'll try to remember to........look at emails...lol

  Thanks.   ****** *****

   

  Business Response

  Date: 07/29/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 16, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you would like to continue with the process.The phone has been returned, and you are still waiting for the refund.
  
  As per our previous response, we submitted the refund request, with reference number **********, and agreed to contact you for updates. In our review, the request was approved on 6/11/2025; however, you indicated that you are still waiting for the refund.
  
  We spoke with you on July 23, 2025 via phone number ************, and discussed the status of your refund request. Since you still have not received the refund,we submitted an escalation to review the request, and expedite the process. We agreed to contact you for updates.
  
  As reviewed, we determined that the refund check issuance was not processed due to additional documents required. Nonetheless, we already submitted the additional documents to proceed with the refund request. Refund checks are usually delivered within 7-10 business days, or up to 30 days.
  
  We attempted to contact you via phone number ************ and emails were sent to ********************* on 07/24/2025, 07/25/2025 and 07/26/2025, to discuss the updates; however, we were unable to reach you, and have not yet received your response to our emails. Please allow time for the shipment of the refund check.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 08/11/2025

  Thank u for all your help.

  Opened mail box and FINALLY recieved my check. !!

  Glad it's over. Been waiting a year and all the frustration is over.

  Customer Answer

  Date: 08/11/2025

   
  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.

  Thank u for all your help.

  Opened mail box and FINALLY received my check. !!

  Glad it's over. Been waiting a year and all the frustration is over.

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

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have now purchased prepaid sim card bring your own phone packages that are compatible with my TracFone devices that were not loaded with the service I paid for on 2 separate occasions.This time on the Total wireless website yet again, I used the compatibility tool, then was redirected to purchase the base 5g unlimited plan with 5gb hotspot for $40.00.After purchasing the plan at checkout I received a $20.00 dollar discount for a total of $23.20 included with free 2 day shipping and taxes.Once again upon attempting to activate the sim card it will not work, no service plan is on the card, upon trying to do so I finally did get to the activate sim page at the Total wireless website, after the sim number and phone serial number was entered I was then prompted to choose the plans again and pay for one of them to activate the service, the money probably would have been taken again but no service would have been ************ next step is an FCC complaint.I would like a replacement sim card with the service I paid for activated.All purchasing documents can be provided such as email screenshots.

  Business Response

  Date: 05/22/2025

  Please review attached letter. 

  Business Response

  Date: 05/23/2025

  P.O. Box 10
  ****************-0010
  
  
  May 23, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  ********, ********
  
  RE:  Complainant: ******* *******
         Complaint Number: 23346679
  
  Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ******* ********* compliant.  In their complaint, received on May 23, 2025, ******* ******* expressed concern regarding issues activating Total Wireless SIM cards after purchase. Total Wireless is a Tracfone brand.
  
  Upon further review, weve determined the customers concern should be addressed by our Tracfone team.  Per BBB guidelines, please forward ******* ********* complaint to the appropriate ******* Team.
  
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  *********
  Executive Relations Analyst

  Customer Answer

  Date: 06/04/2025

  TracFone wireless charged my bank card for a month of service upon
  attempting to activate a sim card that was purchased however the card
  will not activate despite being compatible with my TracFone device.
  Mailing the sim card back is not a good option, I would simply like a
  replacement.
  Device number
  ***************
  Sim card number
  89148000008613895907

  Business Response

  Date: 06/12/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you purchased a Total Wireless Bring Your Own Phone (BYOP) *** kit along with a $40 airtime plan, which you obtained at a discounted price of $20. However, upon receiving the *** card,you were unable to activate it, and you also did not receive the airtime plan.
  
  We attempted to contact you by phone at ************** and via email at ************************ on May 27, 28, 29, and 31, 2025.Unfortunately, we were unable to reach you directly. You responded to our correspondence only once, acknowledging that the *** card you ordered is likely incompatible with your phone and stating that you are willing to accept the loss.
  
  Upon review, we found that your BYOP *** kit was ordered on 5/14/2025 and paid the amount of $23.20. The *** tracking number 1ZY902R60239322114 shows that your order was delivered to your address on 5/16/2025.
  
  Upon conducting an in-depth review, we found that one of our ************* Representatives processed a replacement *** card for you on June 5, 2025, under reference number **********. According to *** tracking number 1Z85W83R4463211717, the replacement *** card was delivered on June 9, 2025.Records indicate that you successfully activated the *** card along with the airtime plan included in your purchase, under reference number 1322363284.
  
  As of today, your account remains active and is properly provisioned on the network. Furthermore, the usage report confirms that the service is currently being utilized.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321455385. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:05/23/2025

  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.

  Straight Talk, a ******* owned mobile service carrier, changed their policy in the middle of an existing policy without any communication. In addition, they refused to fulfill their original policy at the time when customers purchased their product.I purchased a StraightTalk's phone(iphone SE 3rd gen) and activated their plan on 3/17/2025. Few days later, I decided to switch to a new phone due to personal preference. When I planed to return the phone, I was told by their customer service that the phone is activated and will be auto-unlocked regardless after 2 months, which is 05/17. After reading their unlocking policy page (************************************************), which has been changed, and confirming twice with their agent, I ended up not returning the phone as I decided to wait for auto-unlocking. 2 months later, their customer services refused to unlock my phone with saying that the plan must be paid with 2 full months, which is way more rigorous than what the policy used to be, is not ****** turns out they changed the policy on 04/01/2025, roughly 2 weeks after what i got confirmation from them, without any communication to customers. One evidence is the subtitle of their unlocking policy page(************************************************) has been edited to "Effective Date: April 1, 2025", which overwrite the old one that was effective when i purchased and activated their phone. They refuse to obey the original unlocking policy and asked me to meet their new requirement, a.k.a pay another 1~2 month, if i want to unlock the ******** business should be conducted like this, it violates business ethic and hurt customers. If i had known this, I would have returned my phone. Many similar complaints from internet too, e.g. *********************************************************************************************************************************************************************************************** IMEI: ***************

  Business Response

  Date: 05/18/2025

  Please see attached response

  Business Response

  Date: 06/11/2025

  Dear **** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaints.
  
  Your complaint states that Straight Talk refused to unlock your phone based on the unlocking policy that was in effect at the time of your purchase and activation. You mentioned that you initially considered returning the phone, but after learning about the old policy, you decided to keep it.However, a new policy later came into effect, which you believe contradicts the terms that were originally agreed upon.
  
  Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  Upon reviewing your account, our records show that the device with IMEI ending in 9836 was activated on March 18, 2025, with a $35 Unlimited 30-day service plan. However, the service was disconnected on April 17, 2025, due to non-renewal. As of May 30, 2025, your iPhone SE remains inactive on the Straight Talk Wireless network. Therefore, the device does not currently meet the eligibility criteria for unlocking, as outlined in our policy. Once the device has accumulated 60 days of active, paid service and meets all other unlocking requirements, it will become eligible for unlocking.
  
  We have made multiple attempts to contact you by phone at ************ and sent emails to ********************* on May 26, 27, 28, and 30, 2025. However, we have been unable to reach you, and we have not received any response to our calls or emails.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321046916. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 06/12/2025

  They are lying on the term " For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.", because they used a different one to attract millions of customers before April 1st, it was " For all cellphones Activated on the ******* network on or after November 23, 2021,  the cellphone will be remotely unlocked automatically, sixty(60) days after Activation". There was no requirement on paid active service, they deceive tons of customers by this after getting money from a lot of customers who paid before April 1st, the date they made the change.
  
  Also, look at their response "Please know that this Unlocking Policy is subject to change at any time without advance notice.", how arrogant it is. Assume there are 100 thousand customers purchased their product due to the original term, they make up to 100 x 1000 x (device fee) x (at least 1 month fee), which is about 700 million dollars. This is pure scam.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23345311
  
  They are lying on the term " For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.", because they used a different one to attract millions of customers before April 1st, it was " For all cellphones Activated on the ******* network on or after November 23, 2021,  the cellphone will be remotely unlocked automatically, sixty(60) days after Activation". There was no requirement on paid active service, they deceive tons of customers by this after getting money from a lot of customers who paid before April 1st, the date they made the change.
  
  Also, look at their response "Please know that this Unlocking Policy is subject to change at any time without advance notice.", how arrogant it is. Assume there are 100 thousand customers purchased their product due to the original term, they make up to 100 x 1000 x (device fee) x (at least 1 month fee), which is about 700 million dollars. This is pure scam.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/23/2025

  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.

  NUMBER DOES NOT WORK!!!!! Lets start with this yes I would like you guys to email me in regards to this situation. I had called straight talk today to have my phone unlocked. The gentleman on the phone said he couldnt then proceeded to hang up on me and terminated my service. Mind you i still have ************************************************************************* anything because of the employee. No he didnt give me his name and I feel as though I should get compensation number one and number two teach the employees properly because this is definitely not professional its considered negligence which can end in a lawsuit. Especially terminating my service 18 days early

  Business Response

  Date: 06/11/2025

  Dear Caillou *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB case ******** complaint.
  
  Your complaint states that your service was disconnected when you contacted us to request that your phone be unlocked.
  
  Upon review, we found that your phone number ending in 8542 was successfully transferred from your old device (IMEI ending in 3288) to your current device (IMEI ending in 6456) on May 21, 2025, under reference number **********. Additionally, our records show that your old phone was unlocked on February 11, 2025, with reference number 1314117211
  
  In an in-depth review, we found that a report was filed on May 23, 2025, regarding an issue with your service not working, under reference number *********. At that time, our records show that the account was active and properly provisioned in the network. However, we were unable to proceed with troubleshooting, as no alternate contact number was available; an essential requirement for resolving technical issues effectively. Nonetheless, an update was still made on the account under reference number **********. Based on the usage report of the line, service was restored and has been utilized.
  
  We spoke with you on May 27 and June 1, 2025, via phone at ************, during which we shared our findings. During the June 1 conversation, while we attempted to assist you further, you expressed dissatisfaction with the resolution provided and requested not to proceed with the matter at that time.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321433119. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23369975
  
  I am rejecting this response because:
  Now you guys gave me extra days of service due to messing up on it and now you took it away from me. 
  Sincerely,
  
  Caillou *********

  Business Response

  Date: 06/20/2025

  Dear Caillou *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/11/2025,regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the extra days of service previously granted to your account were removed.
  
  Our investigation confirmed the successful transfer of your phone number ending in 8542 from your old device (IMEI ending in 3288) to your current device (IMEI ending in 6456)on May 21, 2025, with reference number **********. Your old phone was unlocked on February 11, 2025, with reference number 1314117211.
  
  On May 23, 2025, a service issue report (reference *********) was filed. While the account appeared active and provisioned, troubleshooting was hindered due to the absence of an alternate contact number. Your account was deactivated on June 11, 2025, for non-renewal, despite a service end date of June 23, 2025,following a replacement (ticket 1321269194).
  
  We spoke with you via phone number ************ on 6/13/2025, and discussed the status of your account. You confirmed that some extra days were removed out of your account,which led you to purchase an additional plan on 6/11/2025. We apologize for the inconvenience, and we have already corrected the account. In addition, you confirmed the data balance has been corrected.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:05/23/2025

  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: 23316160
  
  I am rejecting this response because:
  Please forward to TracFone team with total wireless 
  
  
  Regards,
  
  Daveris Washington

  Business Response

  Date: 05/22/2025

  Good Afternoon,

  Please see our response (misdirect) for Daveries Washington.

  Thank you.

  Customer Answer

  Date: 05/23/2025

  1/2/2024 - 1/3/2024 was trying to pay bill with reward points 4800 which was told to me via customer service that it can be done at the store. When we arrived the young lady reassured us that we would get the point to pay the entire bill so the young lady did something completely different than as requested. She put additional phone promo code. When my wife and I returned to the store. Another gentleman told us that she no longer worked there. And that he couldn't remiburse the point that was taken out of account. 4/8/2025 a purchase was posted to our account for $1000 with an order ID number with a status of approved. When ask about the transaction the customer service representative completely deleted all of my payment history as well as the fraudulent transactions on my account.4/11/2025 returned to store to pay bill and was told by another employee besides the ones I have encountered with and was told about the promotion for the iPhone 13 for free with paid 2 months of the bill upfront. My wife was interested so we got the iPhone 13's with two month in advance bill payment plus 95 for the other lines plus additional funds added to the wallet so the total of that visit costed us $580.01 and as of now all 4 line are off and the store magically disappeared locks on the doors and rude customer service Representatives. Been a loyal customer for 2 plus years and this never happened.

  Business Response

  Date: 06/11/2025

  Dear Daveris Washington:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 23, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint indicates that in January 2024, with the assistance of a store associate, you used ***** rewards points to pay your bill. However, a phone promo code was also redeemed during the transaction, and you were unable to have your rewards points reimbursed to your account. Additionally,on April 8, 2025, a $1,000 purchase was posted to your account but later disappeared from your payment history. Lastly, on April 11, 2025, you purchased a promotional offer for a free iPhone 13, which required a two-month advance bill payment, an additional $95 for other lines, and extra funds added to your wallet. The total cost of that visit was $580.01. However, all four lines are currently inactive.
  
  Upon review, we found that ***** rewards points were used to redeem a phone promo code; however, the code had expired on January 2, 2025. Additionally,the transaction on April 8, 2025, which you mentioned as a $1,000 purchase, was actually a redemption of rewards points for a $10 airtime plan. Our records confirm that the plan was successfully redeemed and used. Furthermore, we verified that your iPhone 13 was activated, and the two-month plan was applied on April 11, 2025, setting your service end date to June 10, 2025. Our system also indicates that all your lines are currently active, properly provisioned on the network, and service is being utilized.
  
  We spoke with you on May 27, 2025, and May 30, 2025, via phone number **************, during which we shared the findings of our investigation. To assist with the reimbursement of your ***** rewards points,an escalation was submitted on May 29, 2025, under reference number **********,and a callback was agreed upon. On June 6, 2025, we successfully reinstated the points, and they should now be visible in your My Account. We attempted a follow-up call on June 4, 2025, but were unable to reach you. Additionally,emails sent to ****************************** have not received a response as of this writing.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321462873. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:05/22/2025

  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.

  My phone ran out of service (calls or text) this morning, but tracfone says my service period is 273 days left and the expiration date is 59 days left. Those same dates are given to me on the website and when texting *** to ******. There is no indication on the website or the text from ****** that I'm out of service.I contacted customer service via online chat on the website. She just says that one of those dates is later because of a plan I had bought in the past. This doesn't make sense-if I don't have any more calls or texts, then at least one of those dates should reflect when the service is going to actually end. You need to change this, it is broken and doesn't make sense. This ***resentative then just said to buy a plan and asked to help me with that. She said that I could sign up for reminders for when my service was about to run out. I asked how I could, and she just responded "it's a message from the system" or something unhelpful. I asked again, and she said something else unhelpful. Finally she said she would change the setting for me, but wouldn't tell me how I could change it myself. I tried customer service a second time. They did something on their end to fix my service, meaning that the first *** wasn't competent and told me wrong. This *** also told me that my service would end June 13th. I told them that neither my service period nor expiration date reflects that date-they are both much later. I asked where I could find that June 13th information myself, so I don't have to call customer service every time I want to find out my real service end date. He just kept saying to text *** to ****** or check the website, even after I told him that it reflects the same incorrect information. He said to refresh. That changes nothing.There is literally no way for customers to check when their ********************** service will run out. In a way that is reliable i.e. accurate and works for every customer, every time. That is absolutely terrible service.

  Business Response

  Date: 06/10/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaints.
  
  Your complaint states that your phone service was unexpectedly cut off, despite your account showing a remaining service period of 273 days and an expiration date with 59 days left. You attempted to contact customer support for assistance, but the issue remained unresolved. As a result, you are requesting clarification on the accurate service end date for your account.
  
  Upon review, we found that your phone came with a free airtime plan valued at $125, which includes ***** minutes, ***** SMS, *****MB of data, and 365 service days. This plan was applied when the device was activated. However, we also found that the phone was activated by transferring your number from a previous device on February 3, 2025, under reference number **********. The previous device was using an $81 airtime plan, which includes 3 months of unlimited talk and text with 30GB of data and 90 service days. The last refill made on that unlimited plan was set to expire on February 20, 2025.
  
  In an in-depth review, it was found that a report was filed on February 21, 2025, indicating that your service was not working. It was discovered that due to a system glitch, the service defaulted to the free airtime plan instead of continuing with your $81 unlimited plan (3-month unlimited talk and text with 30GB of data). To resolve this, one of our customer service representatives re-added the unlimited plan. Instead of restoring only the unused remaining days, a full 90-day service period was added under reference number **********. As a result, your account now reflects two expiration datesone for the free 1-year plan and another for the 3-month unlimited plan. Please note that when both plans are active, the system is designed to utilize the unlimited plan first before switching to the Pay-As-You-Go (PayGo) plan.
  
  We attempted to contact you via phone at ************** and sent emails to ******************** on May 27, 2025; May 28, 2025; May *******; June 2, 2025; and June 4, 2025. However, we were unable to speak with you directly. However, you did reply to one of our emails inquiring whether the Service End Date has been corrected to reflect the accurate expiration for customers. Based on our records, your accounts Service End Date is up to date and accurately reflects your current service status.
  
  You may review their updated balance by logging in to your TracFone My Account, texting the keyword DUE DATE to ****** or by contacting customer support. We apologize for the inconveniences this may have caused you.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1321437527. 
  
  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:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a phone for a refund. It has been thirty days and I have not gotten my refund. They tell me to call their refund department to track the refund. But I have no phone so I cannot do that. The refund department will not talk to me via chat.

  Business Response

  Date: 06/11/2025

  Dear ***** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 22, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you returned a phone to request a refund but have not yet received it.
  
  Upon review, we have verified that you placed an order for a ******* phone and a TracFone $15 airtime plan on April 8, 2025, with a total payment of $50.31. According to *** tracking number 1Z7X29A90255525199, the package was returned to the sender on April 21, 2025. To resolve the matter, a refund escalation has been initiated under reference number ********** to process your refund request.
  
  We attempted to call you on May 23, 24, 28, 29, and June ******, via phone at **************. Although we were unable to reach you by phone, we received your response via email at ********************* In your message, you referenced the order number mentioned above and being grateful for the assistance given. Please know that the refund amounting to $50.31 has been approved on 6/10/2025. Refund confirmation number 88419752HBP3GWIA. Note that this credit posting will usually occur within 3-5 business days and you may contact your financial institution for verification of this posting.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1321226162. 
  
  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: 06/12/2025

   
  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,
  
  ***** ****