Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,483 total complaints in the last 3 years.
809 complaints closed in the last 12 months.

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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:05/22/2025
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.
Over the past week I have been trying to contact Tracfone to request at first the activation of a new Tracfone phone, and then the information required to port my number. After waiting on the phone for an average of 35 minutes, every phone *** I have talked to has no idea about anything other than how to read a manual providing the responses to give to customers. At this point they refuse to allow me to leave Tracfone and take my phone number, which I have had for over 25 years, with me.
Customer Answer
Date: 06/02/2025
After I filed a complaint with the BBB, FCC, and FTC, Tracfone responded by sending me three emails saying, and I quote, "We tried to contact you today, May 23, 2025 via phone number ********** but without success.". They obviously did not read the complaint. If you look at the original complaint, I made it perfectly clear that my phone did not work, which lead to the problem of why Tracfone would not port my number.
After reading many, many negative reviews online, it became obvious what Tracfone's scheme is when it comes to dealing with customers:
1) Make it as difficult as possible for customers to accomplish anything by trying to contact their "customer service" department, and then when a customer does get through, have customer service **** that give no helpful information, make sure they have only a passing command of the English language, and then providing no options once their solution does not work. They do this by not having enough customer service ****. As a result of this tactic, when customers call in they receive a wait time that is never correct, and if the customer does have the patience to wait, they reach customer service **** whose sole function is to pretend to listen to the customer's problem, look through a manual they are given, and then give an answer somewhat related to what the customer was talking about, and then repeating that same thing over and over again until the customer gets frustrated and hangs up.
2) See 1. They offer no other options, and there is no way to escalate an issue without filing a complaint.
In fact, Tracfone did not even solve my problem. I finally ended up going to a ******* store and explaining the problem to one of the workers there, who instantly solved it. It took me longer to explain to him than it did for him to fix it.
Now that that problem was taken care of, and I had a working phone, I had to set up another call with another customer service **** which had to be at 8pm so I could get access to another phone to use while I carried out her instructions on my phone. At the end of our conversation, she told me I had to turn off the phone, wait for up to 4 hours, and when I turned it back on I would have service. When I woke up the next morning and turned the phone back on, there was still no service. I then had to call back in to the customer service line, and after being told that there was an ***** minute wait, I proceeded to wait ONE HOUR AND FORTY ONE MINUTES. When I finally got connected, I was told by the representative that the woman I talked to the previous night had forgotten to complete something, which he told me he reset, and everything seemed to be back to normal in about 10 minutes.
I say "seemed to be back to normal", because when I got home and started resetting the phone after all of my previous settings were wiped out, not more than 4 hours later, the phone completely died. At this point in time, after having the phone for less than 1 week, I had spent more time on hold waiting for a customer service representative than I actually had a usable phone.
At this point in time, I again do not have a working phone. And I need to add, the phone I currently have is one that was sent to me by Tracfone as an "upgrade".
This company should not be allowed to continue to do business in the ********** They are now owned by *******, so there is no excuse for lack of funding or a complete absence of a customer service department. And I would like to have someone look into whether Tracfone is listed as an American company, because they clearly are not. As far as I can tell, they have no offices in the ***** and not one employee I have interacted with is a native English speaker.

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 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have been requesting to activate your new phone, and the information required to port your phone number; however, you did not get the information you requested.With this, you requested to port your phone number out; however, you were denied to transfer to another service provider.

We reviewed your account with phone number ending in 1034; it is active and provisioned in our system thru the **** program, with the $20 30-day unlimited TracFone plan. Usage Records indicate that the phone is working and is being used.

We spoke with you via phone number ************ on May 28, 2025, and discussed the status of the account. You provided the new phone's IMEI/Serial number ending in 1691, and as per review,the device has not been activated yet. We offered to transfer the phone number to the new phone; however, you decided to do it later once you have access to an alternate number.

On May 30, 2025, you successfully transferred your phone number to your new phone, with reference ticket number **********. We attempted to contact you via same phone number and have sent an email to ****************** on 6/1/2025, to confirm if the phone is working.However, we received your email response, indicating that the phone did not work, and that you are requesting to port your phone number out.

Please note that you need to contact the new service provider and provide the account information, to proceed with your port request.

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 1321222022.

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:05/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint regarding a misleading and potentially fraudulent transaction that occurred at your authorized retail location at ************, **********************, ***On May 20, 2025, I visited this store and was offered a free iPhone 13 with the condition that I pay for a $65/month plan for 3 months, plus activation and tax fees totaling $240. I was told that this full amount had to be paid in cash, which I did.However, after checking my Total Wireless account, I found several inconsistencies:Only $165 was applied to my account, not $240;The plan on my account is a $55/month plan, not the $65/month plan I was told I had to purchase;I was not provided with a detailed receipt explaining the full breakdown of the $240 I paid.I believe I may have been misled or overcharged, and I am requesting the following:A full explanation and breakdown of the $240 I paid in cash;Clarification as to why a $55/month plan was applied instead of the $65/month plan as described by the store;An investigation into the conduct of the staff at the ************ location;A refund of any excess or improper charges if wrongdoing is found.
Business Response
Date: 06/09/2025
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 were offered a free iPhone 13 with a 3-month $65 plan and paid $240 in cash. However, a 3-month $55 plan was applied instead, which should have cost $165. Youre requesting clarification,an investigation into the retail staff, and a refund for any overcharge if misconduct is found.

Upon review, we found that you activated your Total Wireless phone via port in on 5/20/2025. Reference number **********. The record shows that the phone was activated with the $165 3-month plan and usage report indicate that the service is being utilized.

We attempted to contact you on May 27, 2025; May 28, 2025;May 29, 2025; and June 2, 2025 via phone at ************** and email at ***************** but we were unable to reach you directly. However, you responded to our emails stating that you paid $240 in cash for a free iPhone and a 3-month airtime plan, but were not provided with a receipt as proof of purchase. You expressed hope that your purchase could be verified through store records, surveillance footage, payment details, or the phone number linked to the activation. Additionally, you mentioned that you are no longer in the location where the purchase was made and asked if we could assist you remotely.

We sincerely apologize for any inconvenience this situation may have caused. Please be assured that we have exhausted all available tools and resources to verify your purchase. Unfortunately, we were unable to locate any record of the transaction. Since the payment was made in cash and no valid proof of purchase was provided, it significantly limits our ability to investigate further. We strongly recommend visiting the store where the purchase was made as soon as possible for further assistance. Regrettably, we are unable to issue any credit for this transaction without proof of *********** stated in our terms and conditions, airtime plans are non-refundable.

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 1321433125.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/09/2025

Complaint: 23364109

I am rejecting this response because:

Sincerely,

**** ***
Initial Complaint
Date:05/21/2025
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.
When i transferred over to this company they told me that my phone bill is due every month on the 17th. Heres the 17th of my first payment snd they disconnect at 12:00am on the 17th. I called to see why my phone is cut off and my bill is due today they stated that the system cuts it off at any time and they dont have access to give extensions or do anything about
Business Response
Date: 06/09/2025
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 your Service End Date is on the 17th, but your service was cut off at 12:00 AM on the 17th. You also mentioned that you were informed service could be discontinued at any time on the Service End Date and that no extension would be provided.

Total Wireless terms and conditions regarding Service End Date states that Service End Date is determined using the date on which you activated your Total Wireless Service by redeeming a Plan, with the day of activation being deemed day 1 of your monthly plan cycle. To keep your Service active, you must either purchase or redeem a Plan prior to your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service.This may result in a partial day of service being deemed a full day of service provided.

Upon review, our records show that your account had a Service End Date of May 17, 2025, and the line was deactivated on that date due to non-renewal of service in a timely manner. However, we also confirmed that you successfully reactivated your service on the same day. As of now, your account is active, and the usage report indicates that the service is being utilized.

We attempted to contact you via phone at ************** and sent emails to ************************* on May 26, 2025; May 28, 2025; May *******; and June 3, 2025. However, we were 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 ************** 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 1321400215.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/21/2025

Complaint: 23343603

I am rejecting this response because:
No changes were made, and in your response you admitted to turning my service off on its due date. Which didnt give me time to make the payment.
Sincerely,

******* *****
Business Response
Date: 07/02/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/23/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone service was cut off on the due date, without giving you time to process a payment.

Please note that your accounts Service End Date is the day the service ends. To keep your Service active, you must either purchase or redeem a Plan prior to your Service End Date.

We reviewed your account, and determined that it is active and provisioned in our system. Usage Records also indicate that the phone is working and service is being used.

We attempted to contact you via phone number ************ and have sent emails to ************************* on 6/25/2025, 6/26/2025, and 6/27/2025, to discuss the matter with your complaint. However, we were unable to reach you, and have not yet received your response 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 Total Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/21/2025
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 purchased the iPhone 13 through the Straight Talk (A subsidiary of Tracfone) Order #****-85A6T5LT6K.The total purchase price was $199 for the iPhone, $55 for the plan, taxes was $22.23 and the order total was $276.23. I activated the phone (phone number assigned: ************) and plan on 3/21/25. Their unlocking policy at the time was 60 days automaticunlock of the iPhone from activation date, continuous paid service not required after 1st month. This date would be 5/21/25 based on date of activation.Starting in April 1st of 2025, Tracfone changed their policy to automatic unlocking of phones from 60 days of paid service and have refused to unlock my phone, even though I activated the phone prior to April policy change. I am requesting that Tracfone/Straight ************ honor their original policy and unlock my iPhone 13 as was the agreed upon policy at the time of purchase/activation.I contracted their tech support and they have refused to unlock the phone.
Business Response
Date: 06/04/2025
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 Straight Talk refuse to unlock your phone based on the unlocking policy in effect at the time of purchase and activation of your phone.

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.

We spoke with you on 5/22/2025 via phone at ********** and discuss your unlocking request. 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. In addition, as we checked the phones unlocking eligibility, the system prompted the message, Not eligible -insufficient time from device activation or 60 paid service days required.Thus, we recommend that you reinstate the service of your phone and complete all unlocking eligibility requirements.However, you refused our offer, and further assistance is no longer needed. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.

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 1321167778.

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: 06/05/2025

Complaint: 23361264

I am rejecting this response because: the company refuses to honor the unlocking policy at the time of purchase. They are forcing the new unlocking policy on customers

Sincerely,

***** *****
Initial Complaint
Date:05/21/2025
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.
Line 1: ************ Line 2: ************ I was trying to combine two lines of service and balance into one. I wanted to keep the line ************ and remove the line ending 0378. However, during the process, the agent accidentally deactivated the line 1028 that I wanted to keep, but kept the line 0378 that I wanted to remove. I would like to restore the service of 1028. Attached is the last balance and service end date I have saved.
Business Response
Date: 06/04/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you were trying to merge the service days and balance from phone lines ending in 1028 and ******************************************************************* 1028 active and removing the second one. However, the first line got deactivated instead of the second line.

Upon review, we found that the transference of balance from the line ending in ****************************************************** 1028 due to an unexpected system error, which also caused the latter to get deactivated and unavailable to be reinstated. We would like to apologize for any inconvenience you may have experienced with this situation.

In order to provide you with a solution, we spoke with you over the phone at ************ on 05/25/25. Thus,we replaced the line ending in 0378 for a new phone number ending in 3470 on the device with IMEI (serial number) ending in 1805. Furthermore, we reinstated the accurate balance amount per reference ticket # ********** and 1321337845.Lastly, you confirmed the service was working as expected, and did not request further assistance.

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/18/2025

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,

***** ****
Initial Complaint
Date:05/20/2025
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.
Purchased a phone from Straight talk with requirements of activation and waiting *************************** order to unlock. When I called to unlock I was told the policy changed and now they require further service to unlock. I received an apology as they stated their policy changed a few weeks after my purchase, but they continued to refuse to unlock my phone.
Business Response
Date: 06/04/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you activated a Straight Talk phone and requested to have it unlocked after 60 days, as per Unlocking Policy. However, you were informed that the policy was changed and that you needed to add further service to have it unlocked.

We understand your desire to use your device on another carriers network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* 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.

Additionally, to assist with future unlocking requests, the cellphone must be in working condition and turned on,and has not been reported stolen or lost, with no indicators of fraud.

Be advised that Straight Talk Wireless may refuse any unlocking request that would result in an abuse of its Unlocking Policy or is part of an effort to defraud Straight Talk Wireless or its customers. This Unlocking Policy is subject to change at any time without advance notice.

We reviewed your account and found that you activated a ************ 2024 phone model with IMEI (serial number)ending in 1873 on 3/10/2025 with the Straight Talk $55 Gold Plan, and got deactivated on 4/9/2025 due to non-renewal of service. Our records indicate that your account has not met the required minimum 60 days of active paid service based on your payment history. Therefore, it is not yet eligible for unlocking.

We spoke with you via phone number ************ on 05/25/2025 and recommended you to reinstate your phone service by purchasing a service plan aiming to comply with the 60 days of paid active service as required for unlocking. However, you declined our assistance on making the payment.

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/05/2025

Complaint: 23357794

I am rejecting this response because:
StraightTalk response was factually accurate but unacceptable. I signed up in March when there was no requirement for 60 days of service. It was CHANGED A FEW WEEKS AFTER I signed up. Now the suggestion is to sign up for longer since the altered policy requires longer service. The agent reportedly admitted they could (but promised they wouldn't) change it again. Sure...."Fool me once shame on you, fool me twice, shame on me"
Thanks,
AP
Initial Complaint
Date:05/20/2025
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.
My Grandmother, **** *****, has purchased a new cell phone carrier and is attempting to migrate away from Tracfone. The first time I called them to unlock her phone for a transfer was 4/10. Since then I have called 14 times over the duration of a month all asking them to unlock the phone.They have never unlocked the ******** grandmother can not make phone calls, send or receive texts, or use her phone service in any manner because Tracfone has refused to solve the matter despite being given a months worth of opportunities.On 4/12 they said it would take 3 days, so I called three days later. They said there was an error and no one knew what to do, that they'd call me on my personal phone or send an email. They have never done either of those in the month since then.They have been holding an elderly woman's phone hostage for over a month and depriving her of an easy way to contact her family.After a full month of "attempts" im convinced this is malicious now and no longer just incompetence. Below is the necessary IMEI information for the phone in order to reference this claim against Tracfone records.*************** They've wasted a month worth of service at consumer cellular, and turned a phone into a brick.I'd like them to buy her a new phone since they are incapable of fixing their mistake.
Customer Answer
Date: 05/28/2025
Another week has passed. They promised it would be resolved on Monday the 26th, and then there was no contact until Wednesday the 28th where they said no progress had been made.

Customer Answer
Date: 05/29/2025
Alright, I have received two more phonecalls entirely consisting of "Here is an update on your issue: We have no updates on your issue." It has been 47 days since this whole thing started (4/12-5/29) and there's no resolution. I'm just going to go purchase a new phone because these people will NEVER fix this. If there's any resolution I can get, I want it to be a reimbursement for the new phone. I'm going to pick up something reasonably priced. my 80 year old grandmother doesn't need the newest iPhone or anything.
Customer Answer
Date: 06/02/2025
Another callback today 6/2 nearly 2 months since this whole thing started. Another note saying no progress has been made, nothing has changed, the same issue persists.
Business Response
Date: 06/09/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your grandmother, **** *****, has switched carriers and plans to use her TracFone device with her new service provider. You have been requesting for her old phone to be unlocked; however, you were informed that an error occurred during the unlocking process. Unfortunately, this issue remains unresolved, leaving her without a working phone for her new service.

Upon review, we found that the phone with serial number also known as IMEI number ending in 8556 is a branded TracFone device and has an active service. As we checked, the device was able to meet all unlocking eligibility requirement;however, as we try to complete the unlocking process, an unexpected error was encountered, error decrypting unlock codes. We apologize for any inconvenience you may have experienced but rest assured that we are here to help.

We spoke with you on 5/24/2025, 5/28/2025, 5/29/2025, 6/02/2025 and 6/06/2025 via phone at ********** regarding your unlocking request. Due to the error encountered during the unlocking process, we agreed to escalate the matter to our ********************* On June 5, 2025, we received a response with specific instructions to follow. During our follow-up call on June 6, 2025, we guided you through the steps of powering the phone off and on, connecting it to Wi-Fi,and inserting the *** card from your new (non-branded) service provider.Unfortunately, the device displayed the message: Invalid *** card. Network locked *** card inserted. As a result, we have escalated the issue to the device manufacturer for further investigation and resolution. We will contact you as soon as we receive an update.

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 1321288441.

Based upon the foregoing, we will continue to work on this case and will contact you for further update. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/10/2025

Complaint: 23356332

I am rejecting this response because: This is the 4th escalation request they have made at this point. 60 days have passed and there is absolutely no movement as to getting her a phone, despite this being something you should be able to do by your own volition. Their response is not a resolution, it's not a solution. It's not anything. It's just the same thing nothing-sandwhich they've been saying ad nauseum.

Sincerely,

****** ******
Customer Answer
Date: 06/17/2025
On saturday june 14th I was told I would have a phone call with a resolution on Monday the 16th. It is now the day after and Tracfone has not made any contact yet.
Business Response
Date: 06/25/2025
Dear ****** ******:

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 it is already the 4th escalation submitted; however, no proper resolution has been provided, and that there is still no progress.

We apologize for any inconvenience this may have caused you. Given that the troubleshooting steps did not resolve the issue, we proceed with sending an escalation to the Manufacturer for further investigation and resolution.

We spoke with you on June 14, 2025, via phone number ************ regarding your unlocking request. Due to the persistent error, we agreed to resend the escalation to our ********************* We appreciate your continued patience and will keep you informed of our progress.

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: 06/25/2025

Complaint: 23356332

I am rejecting this response because: This still is not a resolution to the problem. This is just the announcement that you are still looking for a resolution. Don't try to close this issue without actually doing anything. I've gone and purchased a new phone now because its been well over two months and the issue has made exactly 0 progress. Tracfone support has satisfied no needs or requirements that could begin to constitute a resolution. I am entirely unsatisfied with the sheer lack of effort being put into this. If you'd like to resolve this issue, please reimburse my grandmother for the ****** she had to spend to make up for your mistakes.

Sincerely,

****** ******
Customer Answer
Date: 06/26/2025

Complaint: 23356332

This still is not a resolution to the problem. This is just the announcement that you are still looking for a resolution. Don't try to close this issue without actually doing anything. I've gone and purchased a new phone now because its been well over two months and the issue has made exactly 0 progress. Tracfone support has satisfied no needs or requirements that could begin to constitute a resolution. I am entirely unsatisfied with the sheer lack of effort being put into this. If you'd like to resolve this issue, please reimburse my grandmother for the ****** she had to spend to make up for your mistakes.

Sincerely,

****** ******
Business Response
Date: 07/03/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 26, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the issue was still unresolved. You expressed your dissatisfaction with this matter, and requested reimbursement.

We apologize for any inconvenience this may have caused you. As in our previous response, we are sending an escalation to the manufacturer to assist us with your unlocking request. We are still making clarifications regarding the escalation,and will get back to you once the issue is resolved completely.

We spoke with you on June 27, 2025, via phone number ************, and discussed the status of the escalation. You requested reimbursement for the new phone you purchased; however, we could not process monetary reimbursement for the phone you purchased as per Policy. We offered you a courtesy plan extension for your service; however, you disconnected the call and refused to be assisted.

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 1321288441.

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: 07/10/2025

Complaint: 23356332

I am rejecting this response because: It addresses none of my complaints. Offering a service extension means nothing because we've been waiting over two months to LEAVE your business, because you've been holding us hostage.
This issue will remain unresolved until some kind of reimbursement is received. The old phone has been recycled already and has been rendered irrelevant.
70 days, and the only progress made on this issue was when I threw my hands up and decided to circumvent your business.
- ****** ******
Business Response
Date: 07/18/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaints states that offering service extension is meaningless when you have been trying to go with another service provider. In addition, the issue will remain unresolved unless you receive a reimbursement.

We apologize for the inconvenience this matter has caused you. We received a response from the manufacturer, providing the Unlocking code ****************. Please dial #********# and enter the unlocking code, to process the unlocking of your device.

We spoke with you via phone number ************ on 7/17/2025, and discussed the aforementioned. However, you stated that you no longer have the phone, and purchased another one. You requested a refund for the device; however, please be advised that Terms and Conditions indicate that refund requests for devices purchased from a retail store, will be processed from the store where it was purchased. In addition, for orders made from the website, refunds will processed once the product is returned back to the warehouse, given that 30 days have not passed after you received the device. We informed you that we can only offer service extensions as courtesy; however,you refused the offer.

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: 07/19/2025

Complaint: 23356332

I am rejecting this response because: You did absolutely nothing for over two months and kept an elderly womans life in danger because of your negligent behavior. I'm not closing this issue until you do something that makes a tangible effort to improve the situation.
When I spoke with a representative on 7/17. I said this issue is staying open until I get a refund. Their response was "okay".
So this is staying open until you pay me the 217 dollars.

- ****** ******
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 7/22/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that nothing was done for two months to resolve your issue, and now you are requesting to get a refund for the phone.

Please be advised that TracFone 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.

As reviewed, your account is active and provisioned in our system. In our previous response, we were able to get the unlocking codes from the device manufacturer; however, you mentioned that you have already discarded the device.

We spoke with you on July 25, 2025 via phone number ************ and you mentioned that you had already thrown the old phone due to the delay. You purchased a new phone and is now asking for a refund. However, please note of the aforementioned Terms and Conditions. You disagreed, and mentioned that you would keep this case open until you get a refund.

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: 07/30/2025

Complaint: 23356332

I am rejecting this response because: Nothing has changed. 217$ or nothing. Your behavior was negligent, immoral, and recklessly endangering the life of an elderly woman. No. Absolutely nothing you provided is even remotely agreeable or restorative.

-****** ******
Customer Answer
Date: 07/31/2025
I would like to clarify the business at no point made a good faith effort to resolve the issue.
No tangible effort was ever provided to actually release the phone to the new carrier. The material conditions of the phones existence were never altered by efforts made on Tracfones behalf. They never released the phone number. They never tried.
They never tried.
They paid lip service, they lied, they guessed and they said exactly what they had to sweep this under the rug without consideration for their customers. Behavior that could only be described as immoral because every lie they told, every half-truth and delay: was made at the expense of an elderly woman whom they intentionally endangered with their inconsiderate behavior.
Over every phone call they asked the same few questions. The first few calls it made sense. First few tries just to make sure the standard procedure didn't work.
By the 15th call, and nothing changed, I knew for a fact they weren't trying.
By the 20th call, and the agents didn't know what happened on the previous calls: I knew they weren't trying to be thorough, they were trying to wear me down.
By the third month of this going on, and nothing changed, it became impossible to assume anything except they DO NOT CARE.
TracFone will do literally anything to abandon responsibilities and leave their customers to die at the bottom of the staircase with two broken hips.
Initial Complaint
Date:05/20/2025
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.
Last week my phone got smashed (Wednesday), so I decided to go online and replace it. I ordered a new phone, and while I was at it, ordered another year of service to extend what I already had. Also paid the extra fee to have the new phone overnighted to me. Got a notification on Thursday that the phone has shipped. Friday, no phone. Saturday, no phone, but I did get a notice that I was about to be auto billed for another 3 months of ********** I got online to try and resolve this. After almost an hour of getting we're busy messages, I finally started chatting with a representative. Explained the whole story and was told that I couldn't be helped, because I couldn't get my identity validated, which can only happen by sending a code to the 'broken' phone.A while later I tried again, only this time I was able to be validated through email. Was told the auto bill was canceled and that my credit card had been removed from the account.Sunday, no phone. Monday, phone finally came along with a notice from my bank that I got charged for another 3 months of service. Went back on-line, turns out the auto bill wasn't canceled, and the credit card is still there. instead of trying to resolve that again, I spent the next 4 hours trying to get the new phone activated. Another few hours on-line and still no resolution ... of anything. SIM card out. SIM card in. Phone off. Phone on. Repeat a few dozen ******** this point all I want is to do is cancel everything. The phone, the service plan, the entire account and get a refund. But it seems they can't even do that. They've said that they discontinued the auto pay, yet they can't delete my credit card from the account. Based on past experience, I'll probably start getting billed again. They also indicated that they can't provide a full refund.I do understand that in todays political climate that consumer protection and corporate oversight of fraud is non-existent, but this is ridiculous.
Business Response
Date: 06/03/2025
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 damaged your phone and decided to place an order for a new phone together with a year of service. However, upon activating the phone, the service did not work. Thus, you decide to return your order and get a refund including the Auto Pay charge taken from your account, which you thought was already cancelled.

Upon review, we found that you place your order on 5/15/2025 for a ******* phone and a $144 airtime plan which you paid $351.70 in total with merchant reference number B2C2025051558544607. The record shows that the order was delivered to your address on 5/19/2025 with *** tracking number 1ZY902R61339369563, and that same day the new phone was activated with your old number based on reference number **********. Meanwhile,we were able to confirm that you requested the cancellation of your Auto Pay enrollment and one of our **************** Representatives processed the request; however, due to a system glitch, the old phone remains enrolled in Auto Pay which resulted to your latest billing amounting to $56.11.Nonetheless, an escalation was already submitted to fix it. We apologize for any inconvenience you may have experienced, and rest assured that we are here to help.

We spoke with you on 5/26/2025 via phone at ************ and discuss your refund request. You stated that you are no longer interested in keeping your TracFone service as you returned the phone ordered back to our facility and filed a chargeback with your bank for the said order. However,currently, we are unable to confirm the return of your order, and we found no record for the chargeback requested. Thus, we need to wait until confirmation is received. Please know that upon receipt of your order, the refund will usually occur within 3-5 business days or up to 30 days depending on your financial institution, and you may contact them for verification of the posting. Additionally, we need to speak with you again to process the refund request in regard to your Auto Pay charge but when we called you back on 06/01/2025 and 06/02/2025 we were already unable to reach you and the latest email message we received from you via *************************** stated that you prefer never to hear from us again.

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 1321375595.

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: 06/04/2025

Complaint: 23356265

I am rejecting this response because:
Pretty much everything they responded with is 'BullShit'. Ive been told I made a mistake by not paying for tracking. At this point, I wasnt willing to spend another dime. Apparently, TracFone has a reputation for never receiving untracked returns. Based on my experience so far, Im not surprised.
So I don't expect TracFone to ever resolve this, seems part of their financial model is ripping off their customers.

Sincerely,

***** *****
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 6/04/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were informed you made a mistake by not paying for tracking.

Our warehouse has yet to confirm the return of the ordered device. Nonetheless, our latest records show that you successfully filed a chargeback on 6/5/2025, and the payment amounting $351.70 was credited back to your account, with reference number B2C2025051558544607.On the other hand, the auto-refill enrollment was cancelled on 5/20/2025.

We attempted to contact you via phone number ************ and have sent an email to *************************** on 6/11/2025. We were unable to reach you via call; however, we received your email response indicating that you have not received nor expect for the ********** are requesting for your account and card information deleted.

Please note that 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. Rest assured we will make further attempts to contact you and provide assistance with your latest request.

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: 06/23/2025
I've tried to have conversation with them via phone. They say they've been unable to get in touch with me. Again, that's ********. The last couple of actual discussions with them resulted in more frustration. All I was told was they would transfer me to technical service to try and fix the phone In no longer have, which put back in the endless loop of 'non-customer-service'. Funny how they failed to mention those conversations. Nice Scam!
Initial Complaint
Date:05/20/2025
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.
On March 3, 2025, I purchased a mobile phone from Straight Talk. Per their terms at purchase, the device would be locked for 60 days after activation, then automatically unlocked. The device was activated on March 10, 2025, and service was deactivated on April 9, 2025.Despite meeting the 60-day requirement, Straight Talk refuses to unlock my device. Their representative **** (ID ******* claims I need 60 days of paid service due to a new policy effective April 1, 2025 - almost a month after my device activation. They're attempting to retroactively apply this new requirement to my purchase.When I requested to speak with a supervisor, the representative claimed to be the department head and refused escalation. When I persisted, he terminated the call.Key issues:- Straight Talk is retroactively applying new policies to force additional payments - They refuse to honor terms in effect at time of purchase - They're denying customers the right to switch carriers unless additional payments are made - **************** refuses escalation and terminates calls when pressed on policy compliance I seek:- Immediate unlocking of my device per original terms - Clear communication about unlocking policies - Fair treatment of customers who purchased devices under previous terms - Resolution without requiring additional payments Device IMEI: *************** Purchase Date: March 3, 2025 Activation Date: March 10, 2025 Service End Date: April 9, 2025 This practice of retroactively requiring additional payments to unlock devices is unfair to consumers who purchased phones under different terms. I request BBB's assistance in resolving this matter and ensuring Straight Talk honors its original agreements with customers.
Business Response
Date: 06/03/2025
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 Straight Talk refuse to unlock your phone based on the unlocking policy in effect at the time of purchase and activation of your phone.

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.

We spoke with you on 5/30/2025 via phone at ********** and discuss your unlocking request. Upon review, we found that you recently reactivated the phone to complete the unlocking eligibility requirement and as of 5/30/2025, the record shows that the phone is already unlocked in our system. Thus, further assistance is no longer needed.

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 1321298044.

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: 06/06/2025
for context: the device has been unlocked by the carrier. but not due to the filed complaints, but because I gave in to pay for an additional month of service. in my opinion, materially changing terms and conditions agreed by a customer at the time of order and device activation, at a later time and applying them retroactively, should be illegal and is a deceptive and shady business practice. My complaint with respect to Straighttalk's/Tracfone's/*******'s handling of device unlocking requests remain, despite my device now being unlocked. The business' behavior with respect to device unlocking is not unique to myself. It is a common pattern of the business that all its customers are suffering from. Furthermore, requiring any additional payments is a fundamental violation of *** regulation that ******* knowingly and intentionally entered into (relevant links provided in my original complaint). I have other standing complaints about this same issue against ************ with the *** and the California Attorney General due to this. ************ and its sibling and parent companies are abusing their power over their customers by extorting additional payments. Customers do not have a choice but to comply with these payment demands as our devices would be otherwise unusable (on other carriers).
Customer Answer
Date: 06/06/2025

Complaint: 23355980

for context: the device has been unlocked by the carrier. but not due to the filed complaints, but because I gave in to pay for an additional month of service. in my opinion, materially changing terms and conditions agreed by a customer at the time of order and device activation, at a later time and applying them retroactively, should be illegal and is a deceptive and shady business practice. My complaint with respect to Straighttalk's/Tracfone's/*******'s handling of device unlocking requests remain, despite my device now being unlocked. The business' behavior with respect to device unlocking is not unique to myself. It is a common pattern of the business that all its customers are suffering from. Furthermore, requiring any additional payments is a fundamental violation of *** regulation that ******* knowingly and intentionally entered into (relevant links provided in my original complaint). I have other standing complaints about this same issue against ************ with the *** and the California Attorney General due to this. ************ and its sibling and parent companies are abusing their power over their customers by extorting additional payments. Customers do not have a choice but to comply with these payment demands as our devices would be otherwise unusable (on other carriers).

Sincerely,

****** *********
Initial Complaint
Date:05/20/2025
Type:Sales and Advertising 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.
Cell phone number: ************ I purchased a Tracfone as well as service plan on May 8th. I decided I didn't want the phone and called Tracfone to return the phone as there were no instructions included on how to return the product. Tracfone's customer service department, specifically "Refunds", gave me false and misleading information. I followed their instructions and was told by *** that Tracfone had deliberately given me misinformation on how to return the phone. Tracfone said they would pay for the cost to return the item which they did not. I had to pay $20.39 to return the phone. The second issue is that I request a refund of $20.00 for a service plan I had purchased with this order but did not use. I contacted Tracfone's customer service department again and waited for 45 minutes for a customer service representative.
Business Response
Date: 06/03/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you decided to return the phone you ordered from TracFone; however,you had to pay for the shipping fee, despite getting informed by customer service that you would not pay for the shipping. In addition, you did not get assistance in trying to get a refund for the service plan you purchased, but unused.

Upon review, we found that you paid $133.38 to purchase a ******* Galaxy A14 5G along with a TracFone $25 Unlimited Talk and Text, 6 GB of Data plan on 05/08/2025, per order No.5020-7SR0T7OC2E, which was delivered on 05/09/2025 at your address in ******************* per *** tracking number 1ZY902R61339201760.

Tracfone Wireless Terms and Conditions indicate that if you purchased your TracFone phone from TracFones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us 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 us.

Our records indicate that the purchased phone was received back at the fulfillment facility in **********, IN on 05/15/2025 per *** tracking number 1ZGH76710330382953. It was confirmed that a refund request of $106.61 for the ordered device was processed on 05/17/2025 per confirmation ID ****************.

In our efforts to provide you with a solution, we created a refund request per reference ticket No. ********** on 05/22/2025 in order to reimburse you for the $25 service plan.

We spoke with you via contact number ************ on 05/26/2025 to confirm you the refund request for $26.76 was successfully processed on 05/23/2025, per confirmation ID ********************* though you acknowledged this information, you disagreed with the amount and requested to be reimbursed for the shipping cost you paid to return the phone. However, kindly note that your credit for a returned phone will not include any shipping or delivery costs you were charged or incurred for purchasing or returning the phone.

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 1321169320.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/04/2025

Complaint: 23353478

I am rejecting this response because: I was not reimbursed for the *** charge that I was forced to pay to return the phone. I followed their customer service representative instructions for the return, and I was deliberately misinformed as to how to complete the return, so I was forced to pay for the return myslef. Tracfone is responsible for the cost of the returnting the phone and not me.

Sincerely,

****** ********
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 June 4, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting a refund for the shipping fee you paid when returning your device.

We spoke with you on June 9, 2025, via phone at **************, during which you reiterated your request for a refund of the shipping cost incurred when returning your device.

As previously communicated, TracFone Wireless'Return Policy clearly states that customers are responsible for the cost of shipping when returning a device. Any credit issued for a returned phone does not include shipping or delivery charges paid or incurred during the purchase or return process.

Despite this, you requested that the matter be escalated. Accordingly, we have forwarded your request for further review.Please note, however, that while your concern is being reviewed, a refund for the shipping fee is not guaranteed.

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 1321169320.

Based upon the foregoing, we will continue to work on your case and provide updates regarding the escalation as soon as they become available. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

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