Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/18/2025
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 am complaining against Straight Talk Wireless for failing to honor their phone unlocking policy from my purchase date and refusing resolution.

On 02/28/2025 (Order #0524-TH64A163A6), I bought an iPhone 16e totaling $367.71 (MasterCard ****9614). The policy at purchase was unlocking 60 days post-activation.

Straight Talk later changed this policy, now requiring 60 days of paid service under new, more restrictive terms, and potentially an additional 30 days paid service. They are retroactively applying this to my purchase.

On May 8th, I spoke with representative Katrina (ID: 519028). She confirmed Straight Talk would not honor the original policy. They insist I comply with the new policy, implemented after my agreement.

This is unacceptable. I did not agree to these new terms. When I requested unlocking under original terms, a refund, or a return, Straight Talk refused all options. This leaves me with a device not usable as agreed at sale. The FCC's recent Notice of Proposed Rulemaking (WT Docket No. 24-186, proposing a uniform 60-day unlock rule) highlights the unreasonableness of Straight Talk's stance.

Desired Resolution:

Immediately unlock my iPhone 16e (IMEI: [Insert IMEI if you have it]) per original terms (60 days post-activation on 02/28/2025 purchase).
OR

Full refund of $367.71 for the phone and plan.
OR

Allow return of the iPhone 16e for a full refund of $367.71.

Straight Talk's actions are unfair and deceptive.

Paul Schnau
[email protected]
(616) 490 1835
Order #0524-TH64A163A6
Business Response
Date: 06/03/2025
Dear Paul Schnau:

We have received and reviewed your Better Business Bureau
complaint. This response is in reference to your correspondence dated May 19,
2025, regarding BBB Case number 23347181 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. If the phone cannot be unlocked, then
you will request to have it refunded.

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.

We spoke with you on 5/21/2025 via phone at 616-490-1835 and
discuss your unlocking request. Upon review, we found that your phone has been
deactivated since April due to non-renewal of service. You only refilled the
phone once and that was upon activation. 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.”

Meanwhile, as per Straight Talk Wireless
Return Policy, if you purchased your Straight Talk device
from straighttalk.com, you have thirty (30) days from the date your device was
delivered to you to return it to us for either an exchange or a refund. Thus, a
refund is no longer an option for your phone since you have
had it with you for over 30 days. With that, we advised you to refill the phone and complete all unlocking eligibility requirements which you agreed to do.

To this date, the phone is active and
awaits completion of the 60 days after paid Activation and 60 days of paid active service.

If you should
still require assistance, you can contact
1-888-251-8169 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 5495520 or Ticket Number 1321092434.

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: 06/03/2025

Complaint: 23347181

I am rejecting this response because:

Thank
you for forwarding Straight Talk Wireless's response to my complaint
(Case #23347181). Their response fails to address the core issue and
misrepresents key facts. Crucially, their actions directly contradict
the principles and proposed rules outlined by the Federal Communications
Commission in its recent Notice of Proposed Rulemaking (NPRM) on handset unlocking (WT Docket No. 24-186, released July 19, 2024), which I can provide.
Contradiction with FCC's Proposed Uniform Policy:
Straight Talk quotes their current unlocking policy requiring "60 days after paid Activation and 60 days
of paid active service." However, the FCC's NPRM (Page 1, Para 1; Page
6, Para 12) proposes
a uniform rule requiring all mobile wireless service providers to
unlock handsets 60 days after a consumer’s handset is activated,
unless fraud is detected. This aligns with the policy I understood to
be in effect at my purchase on February 28, 2025. Straight Talk is
attempting to enforce a more restrictive, retroactively applied policy
that is out of step with the FCC's direction towards consumer protection
and fair competition. The FCC document itself (Page 5, Para 11) notes
providers are free to adjust policies but does not endorse retroactive application to existing agreements.
Retroactive Policy Change is Unfair and Anti-Competitive:
My complaint is that Straight Talk changed its policy after my purchase and is now refusing to honor the terms under which the sale
was made. The FCC NPRM (Page 1, Para 1) explicitly states its goal is
to "improve consumer choice and flexibility and to enhance
competition... by reducing barriers for consumers to switch." Straight
Talk's retroactive change creates such a barrier. Their claim that the
"Unlocking Policy is subject to change at any time" cannot justify
altering the fundamental terms of an already completed transaction to
the consumer's detriment.
Misrepresentation of Phone Call on 5/21/2025:
Their
assertion that I "agreed to do" refill the phone to meet new
requirements is false. My consistent position, as evidenced in my
initial call with Katrina (transcript available), has been to demand
unlocking under the original terms. Any subsequent "activation" is irrelevant to their failure to honor the point-of-sale agreement.
FCC Acknowledges Consumer Harm from Inconsistent Policies:
The
FCC's NPRM (Page 7, Footnote 37) details thousands of consumer
complaints about handset locking, demonstrating this is a widespread
issue. My experience is a clear example of the consumer harm the FCC
aims to prevent with its proposed rulemaking. Straight Talk, a TracFone
brand under Verizon (a company already subject to 60-day unlocking rules
in some contexts, as noted in the NPRM, Page 4, Paras 6-8), should be
held to a standard consistent with consumer protection, not one that
retroactively disadvantages customers.
My Position Remains Unchanged, Supported by FCC's Stance:
The
FCC's NPRM underscores the unreasonableness of Straight Talk's actions.
They sold me a phone under one set of unlocking expectations and are
now unfairly imposing new ones.
I reiterate my desired resolutions:
Provide a full refund of $367.71 for the phone and service plan, and I will return the device if they provide a prepaid shipping label.
Straight
Talk's attempt to close this matter is premature. Their practices are
precisely what the FCC is seeking to reform. I urge the BBB to consider
the FCC's position and facilitate a just resolution.
Thank you,

Paul Schnau
[email protected]
(616) 490 1835
BBB Case #23347181
Straight Talk Order #0524-TH64A163A6
Business Response
Date: 06/10/2025
Dear Paul Schnau:

We have received and reviewed your
Better Business Bureau complaint. This response is in reference to your
correspondence dated June 3, 2025, regarding BBB Case number 23347181
complaint.

Your follow-up complaints states that
the Unlocking Policy was applied retroactively and is against the FCC’s
proposed policy. With this, you are requesting a requesting to get a refund for
the phone and service plan you purchased.

We understand your desire to use the
device on another carrier's 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 Straight Talk service
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. Unlocking requests submitted on or after 4/1/2025 must
comply with this policy.

In addition, please be advised that
Straight Talk Terms and Conditions indicate that for Straight Talk devices purchased from straighttalk.com, you
have thirty (30) days from the date your device was delivered to you to return
it to us for either an exchange or a refund. Moreover, airtime plans,
used or unused, has no cash value, and is non-refundable.

Transaction records show that your
phone was activated in March 2025 with a 30-day plan, and got deactivated in
April 2025. It was reactivated on 5/21/2025 with another 30-day unlimited plan;
however, it got deactivated on 5/24/2025, after you successfully transferred
the phone number ending in 8616 to another phone, with reference number
1321270645. Meanwhile, an unlocking request ticket was created on 5/21/2025, with
reference number 1321093974. This process may take 24-48 hours, and once
completed, you will receive an email regarding the steps to complete the
unlocking of your phone.

We spoke with you on June 6, 2025,
via phone number 616-490-1835, and discussed the aforementioned. You mentioned
that the phone was unlocked because you paid for it, therefore, you are
requesting refund for the plans you added. However, please be advised that airtime
plans are non-refundable.

If you should still require
assistance, you can contact 1-888-251-8169 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 5499148 or Ticket Number 1321092434.

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: 06/10/2025
To the Better Business Bureau,
I
am providing this additional information in response to Straight Talk
Wireless's final statement on my complaint (Case #23347181), and to
correct significant misrepresentations made by the business.
Core Issue Ignored - Retroactive Policy Application: Straight Talk continues to cite their current unlocking policy (effective April 1, 2025) as justification. My purchase was on February 28, 2025, under a previous policy requiring unlocking 60 days post-activation. Their attempt to
retroactively apply a new, more restrictive policy to a completed sale
is unfair and the central point of my complaint. This practice is
precisely what the FCC is addressing in its Notice of Proposed
Rulemaking (WT Docket No. 24-186, released July 19, 2024 – previously
provided), which proposes a uniform 60-day activation-based unlock rule.
Mischaracterization of Communications & "Agreement": Straight Talk falsely claims I "agreed" on 5/21/2025 to refill and meet
new unlock requirements. My consistent stance, documented in my initial
call with Katrina (transcript previously provided), has been to demand
unlocking under the original terms of sale.
Any subsequent account activity, such as the brief reactivation they
mention, does not constitute agreement to their unilaterally changed
terms, especially when my primary issue remained unresolved.
Unlocking Request Ticket #1321093974: Their latest response is the first mention of an "unlocking request ticket" supposedly created on
5/21/2025. I will be following up with Straight Talk directly regarding
this ticket. However, even if an unlock is now processed, it does not
excuse their initial refusal to honor the terms of sale, the
misinformation provided, or the significant inconvenience and time I
have spent pursuing this. It also does not address the principle that
policies should not be retroactively changed to a consumer's detriment.
Refusal of Refund/Return: Their reliance on a standard 30-day return policy and non-refundable
airtime is inappropriate. This is not a standard return; it's a failure
by Straight Talk to deliver on the terms agreed at purchase due to their
own subsequent policy changes.
While
the BBB has closed this case for mediation, I want my dissatisfaction
and these rebuttals clearly noted. Straight Talk's response does not
adequately address the unethical retroactive application of their
policy, which is contrary to consumer protection principles highlighted
by the FCC.
My desired resolution remains:
Immediate unlocking of my iPhone 16e per original terms.
OR
A full refund of $367.71.
Thank you for recording this additional information.
Sincerely,
Paul Schnau
[email protected]
(616) 490 1835
BBB Case #23347181
Initial Complaint
Date:05/18/2025
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.
Tracfone deactivated our phone in error. The service end date is in May 2026. I cannot get through to speak to a person at tracfone. Their automated system just runs me around in circles. Phone was purchased April 23. 2024 and activated around May 7th. I left an alternate phone number for call back yesterday and today. No return call yet. Tried staying on hold, but no one from Tracfone customer service picked up. We need this phone as we are going out of town soon.
Customer Answer
Date: 05/18/2025
The tracfone number is ************. Phone number i can be reached at is ************.
Business Response
Date: 06/02/2025
Dear ****** and ******* ********:

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 phone service was deactivated in error since your Service End Date is scheduled in May 2016, and when you tried to seek assistance from customer support, you were unable to reach them.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. Upon review, we found that your TracFone account is active and provisioned in the network. In addition, the usage report of your line shows that the service is being used.

In our in-depth review, we confirmed that an unlimited talk,text and 6GB data for 365 service days was added to your phone upon activation which gives you the Service End Date dated 5/17/2026.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We spoke with you on 5/19/2025 via phone number ********** and discuss the service of your phone wherein you stated that troubleshooting was already done and that the service has been working since then. No further assistance is 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 1320976422.

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: 06/02/2025

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,

****** And ******* ********
Initial Complaint
Date:05/18/2025
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.
Event happened on 05/17/2025 around 11:30ish. I called Tracfone **************** at ************** to remove an old # from my account (I destroyed the phone connected to the # months ago). I was told I would have to buy a new service plan to remove the # from my account. I told them no, but could authenticate who I am. I told the lady I just purchased a new phone and got a new service plan last night and she could visibility see that on my account. I told her I wanted the previous # removed. She repeated I would have to buy a new service plan for the old #, even if it's for a phone I don't even own anymore. I said NO. She said that's the only way she could do it. I asked what would happen if I lost my phone, and someone had possession of it and continued to pay for the phone using the service plans one can buy at the store off the rack. She said they could do that under my name, and I couldn't do anything about. I asked what if they were using my phone for illegal activities, such as threatening people or politicians, or even looking at illegal ***********, or committing any type of felony, WOULD I BE RESPONSIBLE? She unbelievably answered YES, I WOULD BE RESPONSIBLE! I don't know what kind of workflows Tracfrone is giving these CS agents, but this sounds like EXTORTION. Also, I am NOT responsible if someone obtains a tracfone under my name that I lost and starts performing illegal activities! That's UNHEARD OF! When I asked her for her information, she said "***" (I heard KAYT). I asked "****?" She said yes. I said, "then not ***" she said "***." I said it's either ****" or "***," which one is it? She said "***." I asked what department she worked at? She said "Corporate." I said "You're in customer service." She said "Yes." I said "Is it customer service, or corporate?!" She said YES. My head was going to explode. I asked for a reference #, she said ******. Who knows if that is even correct?! I am absolutely stunned right now.
Business Response
Date: 06/02/2025
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 wanted to remove an old phone number from your account, as the device associated with that number was destroyed and is no longer in your possession. However, you were told the need to purchase a new plan in order to do so, which you refused. Additionally, you were informed that you are responsible for any actions taken using your phone.

Upon review, we found that your number ending in 3267 has been deactivated since April due to non-renewal of ********** we checked, the number is still under your TracFone account along with your active line, which has the number ending in 6156. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. Please note, to safeguard the integrity of its customers data, ********************** implements its customer account authentication policy in accordance with strict security guidelines.Any changes to an account must be authenticated. Therefore, in order to address the matter accordingly, it would be best for us to speak with you.

We attempted to contact you via phone at ********** and email ****************************** on 05/20/2025, 05/21/2025, 05/26/2025,05/27/2025, and on 05/30/2025 but without success. However, we received your email response stating that there is no need to reach out to you any further. Thus, we are closing this case.

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 1321027437.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/17/2025
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.
I recently submitted a complaint over a month ago. After several conversations with the ** representative ***** from Tracfone, the issue was finally resolved. However when my husband and I were having vacation in ********** and ****** ( 5/35/17), my husbands phone *************) was inactive/ disabled and he had not been able to make calls or text messages since then. When called **, I was told that hes consumed all the minutes and everything, his balance is zero ( see last second picture) . I was shocked to hear that because its simply impossible. Tracfone keeps messing up my phone services and we lost service from time to time. I have taken multiple screenshots of the balance in my account and they clearly showed that Tracfone removed the service without any reason or explanation. Im so tired of Tracfone people being dishonest and dont care about their customers.I want my data and minutes back to where it was. Also they disable the personal hotspot and I want it back to all my active lines.
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 your husbands phone suddenly becomes inactive which resulted in him not being able to make calls or do text messages. Upon calling customer service you were told that the line no longer has minutes, which you find to be impossible. Additionally, your personal hotspot has been disabled, and you are requesting to have it back.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the *********** assured that we are here to help. Upon review, we found that the account is active but due to a system issue the balance of the account is ************** resolve the issue, an update to the account is needed.

We spoke with you on 5/22/2025, 5/26/2025 and 5/31/2025 via phone numbers ********** and ********** wherein an update and troubleshooting were performed to fix the service of your phone. We manage to get your hotspot working on 5/26/2025 and on 5/31/2025, you confirmed that the service of the phone and the hotspot is still working.

To this date, your account is active, well provisioned in the network, and your accumulated balance is available in the account.

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 1321163972.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:05/17/2025
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.
They legitimately stole money from the account when we were taken off auto pay weeks prior. They still went in an unauthorized and took $381 and 86 out ofour account which was not authorized by us told us 3 to 5 business days the money would be put back and we still have not received our money. We keep getting a runaround. Nobody gives us solid answers
Business Response
Date: 05/29/2025
Dear *** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/17/2025, regarding BBB Case number ******** complaint.

Your complaint states that you removed your account from the auto-refill subscription weeks ago; however, you were still charged for $381 and $86. You were advised to wait 3-5 business days for the refund; however, you still have not received it yet.

We value our customers and take their complaints seriously. We searched our system with your full name, email address and contact number included in the complaint, but the information provided does not match our records. We are unable to investigate this issue further at this time.

For us to investigate your concerns, the following information is needed: the full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 05/20/2025, 05/23/2025 and 05/24/2025, to discuss this matter. We were unable to reach you via call; however, we received your email response on 5/23/2025,indicating that the issue has been resolved already.

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 1321025292.

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:05/16/2025
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.
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******** and have determined that my complaint has NOT been resolved because

The company must address this issue promptly by forwarding it to the appropriate department and providing a proper resolution. The responses received so far have been extremely frustrating and are testing our patience. It is your responsibility to handle this matter professionally and effectively.

Sincerely,

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

Business Response
Date: 05/09/2025

May 09, 2025

Dear BBB

Thank you for contacting *************** of Executive Relations regarding Haswanth Panguluri's complaint.
.
Upon further review, weve determined the customers concern should be addressed by our ******* Business team. Per BBB guidelines, please forward Haswanth Panguluri's complaint to the appropriate wireless phone carrier.

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
Sade
******* Executive Relations Team
Business Response
Date: 05/13/2025
Please direct to Tracfone for Total by ******* handling.
Sincerely,
Brittany
Verizon Executive Relations
Customer Answer
Date: 05/16/2025
I purchased a device from Total ********************** on February 26 and activated it on March 4. According to the unlock policy in effect at the time of activation, the cellphone was to be remotely unlocked automatically sixty (60) days after activation. It has now been well over 60 days since activation, yet my unlock request has been denied.I contacted both customer service and the unlocking department, but they were unclear about any changes to the policy. I later learned that the unlock policy was updated for new customers starting April 1, which should not apply to my case. Adding to the confusion, Total Wireless is now claiming they cannot verify that I purchased the phone through themeven though I provided both the order number and tracking information.I have attached screenshots of the bill and the unlock policy that was in effect at the time of activation. I have made multiple attempts to resolve this issue directly with Total Wireless, but my concerns have been repeatedly dismissed, and I have been transferred between departments without any ************* this point, I am requesting the BBBs assistance in resolving this matter and ensuring that my device is unlocked as originally promised under the applicable terms.
Business Response
Date: 05/30/2025
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 are requesting Total Wireless to unlock your phone based on the unlocking policy in effect at the time you purchase and activate your device.

Total ********************** 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 5/19/2025 via phone at ********** and discuss your unlocking request. Upon review, we were able to confirm that the device was purchased through our brand website in February **************************************** March. The record shows that your phone is currently in service with your second airtime plan, which in time should help in completing your phones unlocking eligibility. However, until all requirements are met, we will not be able to unlock the phone, and you were made aware of it. 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 1320540744.

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: 05/30/2025

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:05/16/2025
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.
On April 26th, 2025, I received reconditioned phone from the business. I had experiences where the phone would get hot in my hand and when I paid my games, the phone permanently turned black and white. I feel like H3234313138**30343436H should assist me with replacing this phone as I&#**;ve been having constant problems with it.
Business Response
Date: 05/29/2025
Dear ******* Power:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 16, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you have been having problems with the replacement phone you received and requests another replacement.

We spoke with you on 5/20/2025 via phone number ************ and discuss your phone replacement request. As we checked, the system is no longer able to process any phone replacement requests at this time. In an in-depth review, we found that we already issued you an out of warranty replacement phone on 3/18/2025 with reference number **********. Please know that an out of warranty replacement phone is a one-time courtesy issued to our loyal customers. As per terms and conditions, the customers shall have no coverage or benefits under the limited warranty if the product is outside of the limited warranty period.Because of that, we had to decline your replacement request. However, you have the option to purchase a new phone, and we can assist you in switching your number and your service to it.

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 1321027722.

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: 06/13/2025
Not satisfied. But no longer wish to pursue.
Customer Answer
Date: 06/16/2025

Complaint: 23339262

I am rejecting this response because: Not satisfied. But no longer wish to pursue.

Sincerely,

******* Power
Initial Complaint
Date:05/16/2025
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.
I purchased a new phone from TracFone on April 22, 2025, after being told by their representative that ******* service would now work at my address. I received the phone on April 25 and immediately attempted to port my longtime number *************). Thats when a major problem ******** number became stuck in a loop between TracFone and Verizonpreventing the transfer from completing. I spent over 3 hours at the **** store on two different occasions, made dozens of calls to TracFone and *******, and even escalated to ******* executive relations. No one was able to break the loop or port my number out.I eventually had to abandon the number Id had for over 25 years and accept a new number *************). I also paid $30 to ship the phone back because there was no return label as promised, and I had to pay for a full month of TracFone service even though it couldnt be used.I experienced significant emotional stress and developed visible stress-related skin conditions documented by my physician. All I wanted was to switch my number to a working phone. Instead, I lost my number, wasted time, paid unnecessary fees, and was forced to fix the problem myself.
Business Response
Date: 05/28/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 16, 2025, regarding BBB case # ******** complaint.

Your complaint states that you purchased a new phone from TracFone and requested to transfer your phone number. However,you were having issue with porting your phone number to TracFone, which resulted to abandoning your long-time phone number and get a new one. In addition, you have paid $30 for returning the phone, since there is no return label provided.

Be advised 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. As per policy, a phone number needs to be active with the service provider in order to be eligible for porting to another service provider. Therefore, your account must be active before porting can be processed to another service provider.

We reviewed your account with IMEI number ending in 2232; it was initially activated with the phone number ending in 1708 on 4/28/2025. Transaction History shows that the number has been transferred to an older phone, and back to the new phone. We also found a ticket created to request for the Number Transfer PIN NTP (used to port a phone number out to another service provider) on 5/7/2025, per reference number **********. Records show that the *** was sent to your email. However, on the same day, the phone number was transferred back to the new phone, with service end date of 5/25/2025. The account was later deactivated on 5/26/2025 due to non-renewal of service. Note that a phone number needs to be in Active status in order to be ported out, per agreement between service providers.

On the other hand, we determined that the device was returned on 5/7/2025, and the order was refunded with the amount of $180.49, with reference number B2C2025042357973148.

We attempted to contact you via phone number ************ and via email **************** on 05/19/2025, 05/21/2025,05/23/2025, 05/25/2025, and 05/26/2025, to discuss the matter youre your complaint.We received your email response; however, we were still unable to reach you via call. We need to speak with you directly to discuss this matter.

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 1320972176.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/02/2025

Complaint: ********

I am rejecting this response because:Better Business Bureau (BBB)
Case File #********
[Date]
Subject: Ongoing Complaint Against TracFone Wireless
Dear BBB Representative,
I am following up on my ongoing complaint (#********) against TracFone Wireless. Despite multiple contacts, TracFone has failed to resolve the transfer of my long-held number *************), leaving me without reliable service since April 22, 2025.
TracFones recent statements to the BBB are factually incorrect I have photographic proof showing my old device still holds the number, alongside dated newspaper evidence. Furthermore, TracFones system failures permanently disabled the *** card in my old phone and locked it to their service, making it impossible to reclaim my number. I was forced to acquire a new number, causing financial and personal disruption.
I have also documented call records where TracFone bypassed account blocks, continuing to leave messages despite explicit instructions to stop.
I have organized additional supporting evidence, including photos, call records, and text chains. Please provide guidance or a secure method for submitting large files or additional documents.
I request BBB assistance to pressure TracFone to fully resolve the matter or provide fair restitution for service denial and time lost.
Sincerely,
******* ********
************
[Your email address]

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 6/03/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your old phone number still was not transferred to your new service provider, despite multiple contacts to TracFones customer service.

As per our previous response, a phone number should be active in the service provider to be eligible for the Porting process. As reviewed, your phone number ending in ************************** addition, we need to verify the account in order to make any changes. Therefore, it is best to speak with you and provide assistance.

As requested, we have sent you emails to **************** on 6/9/2025, 6/10/2025, 6/11/2025, and 6/12/2025, to provide assistance. However, we still have not received your reply to our emails. In addition, we need to speak with you directly to discuss this matter.

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 Resolution Department
Customer Answer
Date: 06/20/2025

Complaint: 23336927

I am rejecting this response because:

*** ********
Breezewood, **
Date: 06/20/202
************************* New number ************
To Whom It May Concern,
I am writing in response to TracFones unsatisfactory reply to my original complaint.
Despite multiple attempts to resolve the issue directly with TracFone, their responses have been generic, dismissive, and have failed to address the core of my complaint. I provided extensive documentation, including emails, screenshots, and call logs, all of which clearly outline the failures on their part.
TracFones latest reply contains no effort to resolve the situation, take accountability, or provide fair restitution. I have acted in good faith and given them ample time to do the right thing. At this point, it is evident they are stalling or hoping I will go away. I will not.
Included with this letter is a supplemental evidence package with documentation that has not yet been provided to TracFone or the BBB. This material underscores a consistent pattern of poor service, deception, and denial of responsibility.
I respectfully ask the Better Business Bureau to keep this case open and proceed with further review. I am also preparing to escalate this matter to the *** and, if necessary, to small claims court.
Thank you for your time and continued assistance.
Sincerely,
*** ********
Initial Complaint
Date:05/15/2025
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.
I BOUGHT A TRACFONE CARD ON 5/15/25. I added a card on to my Tracfone **************, my data was at *****GB so they added my 2GM card plus they GIVE 4 ( because its x 2)so should have had ***** in Data, but when then added them, they removed competely 72so now I just have the 4 GB! They should have just rolled it over! But instead they deleted it!! I HAVE NOT THEM EXPIRE EVER SO THEY ARE MINE! SPENT HOURS ON THE PHONE SO I JUST GET THE RUN AROUND! I just want my GB back on my phone I did all they ask of me just to renew it every month so it keeps active!! I thought they were so good but I guess not!!
Business Response
Date: 05/28/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 16, 2025, regarding BBB case # ******** complaint.

Your complaint states that you added a TracFone card on 05/15/2025 and after that; your reaming data balance was deleted. You are claiming for missing ***** GB of data.

We reviewed your account and we found the phone and service active and connecting properly to our network, for the phone number ending in 1853. We can confirm you recently renewed your service with the TracFone $20 unlimited talk and text with 4GB of data, 30-day service plan, on 05/14/2025. We verified your redemption history, as well as the data usage and confirmed that some data were missing in your account. An in-depth review shows that this was caused by a systemic issue. We apologize for any inconvenience this may have caused you, and we have already restored the missing data on 5/23/2025.

We spoke with you on 05/25/2025 via phone number ************; and you confirmed you successful received the missing data balance.

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 1320969579.

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

Sincerely,

Executive *********************
Customer Answer
Date: 05/30/2025
I just wanted to Thank you for all the work BBB has done for me!! The issue with Tracfone is solved because of my complaint to you and had tried many times and Tracfone would not solve my problem!!! A very Happy Customer from use the ********************! Thank you ***** ********!!
Customer Answer
Date: 05/30/2025

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.I just wanted to Thank you for all the work BBB has done for me!! The issue with Tracfone is solved because of my complaint to you and had tried many times and Tracfone would not solve my problem!!! A very Happy Customer from use the ********************! Thank you

Sincerely,

***** ********
Initial Complaint
Date:05/15/2025
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.
Disappearing balances from data phone and txt this is at least the 3rd time with this phone and would not reimburse. They cheated me from the first time on balances why should this even happen to one day have abundance to next day 0.I asked if this was a a bad phone last time assured ne it wasnot it had something to do with update and would not happen again well it did
Business Response
Date: 05/29/2025
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 phone balance information has disappeared again. You were told it wouldnt recur, yet it has, with no reimbursement.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Upon review, we found that your account is active but no balanced information is available. To determine resolution, we have checked your redemption history and compare records with your usage report. In addition, we found that there is a discrepancy in the network in terms of the balance informations expiration date to which was a result of an update made in the network system. With that, we forwarded an escalation to have the account thoroughly checked and successfully provisioned.

We spoke with you on 5/17/2025 via phone number ********** and updates were made on your account successfully. In addition, we have replenished your available balance with reference number **********, in which you confirmed that the update was successful. No further assistance is 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 1320793061.

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

Sincerely,

Executive Resolution Department

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

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