Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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

3,490 total complaints in the last 3 years.
818 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:05/15/2025
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 activated an iPhone 16e through a Straight Talk deal purchased through ******* on March 13, 2025. At the time of activation, the terms I agreed to stated: "For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation." This policy can be found on *************** for ******************* for the date March 23, 2025, and the Effective Date on the policy reads July 2024. This is the policy and terms I agreed to when purchasing and activating the phone. If you now go to the policy, it has an effective date of April 1, 2025, AFTER the date of my phone's activation, and it reads: "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." I was not alerted to this change in policy, nor did I agree to it in any way by renewing my service. I only discovered this when I found my phone was NOT unlocked after the 60 days as it should have been as agreed upon in the original terms when I activated and purchased the phone. Multiple attempts at contacting customer service has been met with outright rudeness and hostility, and a complete rejection of the previous policy and my entitlement of the phone being unlocked. I have been told I need to purchase another month of service and to wait an additional 30 days before the phone is to be unlocked. This is absurd. The original policy in which I purchased and activated my phone must be honored.
Business Response
Date: 05/28/2025
Dear Ventus Anima:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 15, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased and activated your phone on March 13, 2025. The unlocking policy stated that the phone would be unlocked 60 days after activation.However, it was changed, and you are required to have 60 days of paid service, which you are not alerted to this change in policy, nor do you agree to it.

Please be advised that Straight Talk Wireless Unlocking Policy states that:

For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about the unlocking policy, customers may visit our website at ***********************.

Upon review, your device was activated on March 13, 2025, by adding a $65 unlimited plan for 30-day access. On April 12, 2025, the device was activated due to non-renewal of service, which makes it not eligible for unlocking due to not meeting the required 60 paid active service days.?

We spoke with you on May 16, 2025, via phone number ************** and we informed you of the aforementioned. We also informed you that another month of service is needed to be eligible for free phone unlocking; however, you do not want to add another plan.

On the other hand, you reactivated your device on May 20, 2025, by adding a $35 plan, which includes unlimited talk and text, with 10GB of data for 30-day access. On May 21, 2025, the device status was unlocked, refer to ticket number 1321082744.

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 1320783142.

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: 05/29/2025

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,

Ventus Anima
Initial Complaint
Date:05/15/2025
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.
After having to file a complaint through the BBB to resolve an issue with them for not providing a replacement phone (which they replaced with a refurbished phone and told me it was brand new) Straighttalk refuses to unlock the same phone so I can go with another provider. I have called 8-10 times over the last few weeks, and tried to escalate the issue due to the extenuating circumstances of the old phone being unlocked, so why is the replacement locked. They have been non responsive, I have been hung up on multiple times, and this all seems like a plan to keep me from being able to exit the service. I want my phone unlocked and to move one, nothing more. I could ask for a refund for the service while this issue has been resolving, but I really just want the phone unlocked and to leave the service. After 15 years with the company, this level of service, treatment, and by extension, Disrespect is intolerable.
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 *******, regarding BBB case number ******** complaint.

Your complaint states that Straight Talk refuses to unlock the replacement phone you received, so that you can go with another provider.

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 5/19/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that your phone is active but 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. It was determined that you have not met the required 60 paid service days yet. You were informed regarding the matter and recommended to complete unlocking eligibility requirements, but you disagreed with the resolution provided. 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 1320959547.

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: 05/29/2025

Complaint: 23333428

I am rejecting this response because: This phone has been active on your network since Sept 2024. The phone that this replaced was unlocked before hand. I have been a customer for 15 years, and up until this past year I was very satisfied. This phone was unlocked prior to the policy change on April 1, 2025, but the change does not apply to my phone, as it was unlocked prior, as I highlighted above. Manual unlocking of the phone IS possible, and I was promised the phone would be unlocked last week, as this situation is an exception to the policy change. The consistant refusal to unlock the phone is an attempt to continue charge me for service even though I have made my intentions clear to leave the service. They are hiding behind a false technicality to continue to charge me for a service I no longer need. This is technically fraud, as I have requested to close my account.

Sincerely,

****** ********
Business Response
Date: 06/06/2025
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 has been active since September 2024 and has been unlocked prior the unlocking policy change. You were promised that the phone will be unlocked as you have the intention to leave the service and close your account.

We spoke with you on June 1, 2025, and June 5, 2025, via phone number ************ regarding the unlocking eligibility of your device. Our records indicate that your current phone is a replacement device, which was activated on October 1, 2024, using the plan transferred from your previous defective phone. The reference number for this case is **********.

As outlined in our unlocking policy, a device must meet the following eligibility requirement: The cellphone must be activated with ******* ************* by purchasing and redeeming an airtime plan on that specific phone (Activation) and must have 60 days of paid active service.

Based on our records, your device has not yet completed the required 60 days of paid active service. Therefore, the system is currently unable to process the unlocking request. Following this, you opted to add another service plan to the device and are now awaiting the completion of the 60-day active paid service requirement for unlocking eligibility.

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 1320959547.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/14/2025
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.
Transaction date: May 6, 2025 Order #****-AL0A45915K I have used their chat to cancel order---they said they could not do it--so I called the company and they refuse to refund me because they state its still pending. However, when i ordered this it was showing in stock and suppose to be at house 2-3 business days through ****. Never received item ******** galaxy cell phone). I called this past week said they were out of stock and did not know when it would be in stock. Agent said you will get emails letting you know status. I never received any emails. So yesterday I took my phone number ************ and left the company for *******. Since switching over I have had nothing but issues from phones not working, now two phones not being delivered in timely manner, horribly customer service. I just want my refund. I would like this ordered canceled please and the smart pay thats with straight talk.
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 you placed an order on May 6, 2025, and were expecting to receive the order within 2-3 business days but the phone has not yet been delivered. Thus, you are requesting to cancel the order and SmartPay.

Upon review, we confirmed that your order was placed on 5/06/2025 and the order was for a ******* phone and a $55 unlimited plan. As we checked, the status of the order is pending remote fulfillment. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Please know that as we want to cancel the order, we do not have that option at the moment.

Meanwhile, ******** is a vendor we have partnered with to offer our customers a Lease-To-Own (LTO) payment plan on our websites, ******* and Indirect Dealer stores. If a customer has any questions regarding their SmartPay lease agreement, you may contact them at **************.

We spoke with you on 5/16/2025 via phone number ********** and discuss the status of your order where you mentioned the charge taken in your bank account, but we found it to be not available in our system. Thus, we agreed to escalate it for further review and will keep in touch once an update is available.

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 1320796118.

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: 06/02/2025
I have have left Straight talk completely. I moved my phone services elsewhere with this phone line ************. I want my refund. They just took money out of my account that I have asked multiple times to cancel as of today. They called me and said they are cancelling however money has came out of my account.
Customer Answer
Date: 06/02/2025

Complaint: 23329389

I am rejecting this response because:
I have asked over and over to cancel the order. They even called me last week. I told her I wanted a refund. They just took money out of my account.
Sincerely,

****** *********
Customer Answer
Date: 06/03/2025
Hi I received a call last week from a straight talk agent saying they were escalating this case to get my refund. However, yesterday I received the phone after 3 weeks even though I called/chatted with the company multiple times to cancel order and spoke to that agent that called me--> since they could not fulfill it at the amount of time saying it was in stock when it was NOT. When i received the item yesterday it did not indicate it was from Straight talk/Trac phone, so I opened the box and realized what it was. So I contacted company about it twice by chat and by phone. yesterday. I requested a return label. She said there is a return label in box. There was no return label in box and kept arguing. Then she told me well you should of not accepted packaged. I told her i had no way of knowing what it was in that box to know to not accepted it. This agent refused to send me a return label and I requested for a supervisor multiple times during conversation. The agent refused and then finally she said she couldn't get anyone. I got tired of arguing and requesting so I left conversation. So i ended up calling into straight talk. This agent was alittle more nicer however she refused to give me a label as well and told me i basically had to pay shipping back in order to get my refund even though i have requested multiple times to cancel this order and filed with BBB to get this resolved. but instead they continue to argue. I have left straight talk due to the customer service and not communicating to one another. Also, I had a an issue with ordering a phone prior and i was refund pretty quickly. Not sure why this time around is so complicated. The company did not fulfill the order in timely manners. Between chat and the call yesterday I was on the phone for over 2 hours. No reason for that. I just want a label and get my refund for the order and as well as they have their 3rd party for buying the phone taking money out as well. So please have them send me a return shipping label. I want this WHOLE thing cancled this has a been nothing but trouble this company can not fullfill orders at a timely manner.
Customer Answer
Date: 06/04/2025
Yesterday, *** pulled up to my house AGAIN. This time with another similar box as I received the day prior. Since this time I recognized the same box I told *** driver to send it back. So Straight Talk was trying to send me another phone, and again no email telling me they were sending another phone AGAIN. But luckily I recognized the box as like the one day before and I asked him to return it. But I am still stuck with this other phone from the prior day and the company is refusing to email me a new return shipping slip.
So that is as of yesterday update.
Thank you
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 6/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you requested to cancel the order and get a refund; however, it still has not been done yet.

We spoke with you via phone number ************ on 6/4/2025, and discussed the status of your refund request. You mentioned that you received the device, but would like to get a refund and return it. Once our warehouse confirmed receipt of the device,your refund request can be initiated.

Our warehouse confirmed that the device was returned on 6/10/2025; therefore, the refund request can be initiated. Please allow up to 30 days for the refund process to be completed. In addition, you may contact ******** for the lease status.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/12/2025
I still have yet to receive my refund. The phones was sent back over a week ago.
Customer Answer
Date: 06/13/2025

Complaint: 23329389

I am rejecting until I get my full refund
I have not received a refund as of yet from straight talk or the third party to take me off the agreement straight talk couldnt fulfill in a timely manner. Sincerely,

****** *********
Customer Answer
Date: 06/18/2025
Still waiting for my refunds.
Customer Answer
Date: 06/20/2025
I should of been refunded already. I have been fighting this for over a month. The phones were sent back over two weeks ago. So please do not close this. Straight talk is awful company and they can not get their employees to document or communicate. This is crazy for a company to still be in business treating their customers like this. I don't have money just to grow on trees and hand out. I work hard for a living now, I have to wait even longer because the business is incompetent and that caused me to go elsewhere causing more money I do not have.
Customer Answer
Date: 07/01/2025
Hi I still have not received any refunds yet. I would like my refund please.
Customer Answer
Date: 07/02/2025
They are taking money out of my account!!!!!! This should not be charged. Phones were returned. I cancelled straight over a month and half ago. Please get them to stop taking my money and give my refunds back please,. Obviously they are not following the request. I still have not received my refund initially on when i order the phone and the payment they just took out for their 3rd party payment plan.
Customer Answer
Date: 08/01/2025
I am wanting to know Why I still haven't been refunded? They just took more money out today from their smart pay as well. I have been fighting this for over 3mos. PLEASE GET THEM TO REFUND ME. No one has been responding to emails
Business Response
Date: 08/13/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/04/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your refund request was rejected since the order is pending;however, you never received the order, and you were informed that the phone is out of stock. You decided to switch service provider, and wanted to cancel the order to get the refund.

We apologize for any inconvenience this may have caused you, and we have already submitted an escalation to resolve this matter on 8/10/2025, with reference number ************* of this writing, the escalation is still ongoing.

We spoke with you via phone number ************ on 8/11/2025, and discussed the aforementioned. You mentioned that SmartPay is still charging you. We agreed to call you back once we have updates on the escalation.

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 contact you once we received further updates on the escalation. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/15/2025
Straight talk has contacted me multiple times stating its in escalation but no other updates. this is what they did the last time of this same complaint that i never got refunded on. That's why i had to reopen this complaint because someone went ahead and closed it without me getting refunded and told me it will take 30days. HOWEVER, This is now Month #3. Straight talk has confirmed on phone they had received the phone back. However the only answer they can give me with each call is that its escalated for my refund Straight talk does NOT communicate with one another. I Just want my refund of $36.87, also 2 refunds of $13.42 is still owed. If this continues it will be another $13.42 owed for Sept since they havent canceled the smart pay by then
Customer Answer
Date: 08/15/2025

Complaint: 23329389

I am rejecting this response because: Straight talk has contacted me multiple times stating its in escalation but no other updates. this is what they did the last time of this same complaint that i never got refunded on. That's why i had to reopen this complaint because someone went ahead and closed it without me getting refunded and told me it will take 30days. HOWEVER, This is now Month #3. Straight talk has confirmed on phone they had received the phone back. However the only answer they can give me with each call is that its escalated for my refund Straight talk does NOT communicate with one another. I Just want my refund of $36.87, also 2 refunds of $13.42 is still owed. If this continues it will be another $13.42 owed for Sept since they havent canceled the smart pay by then

Sincerely,

****** *********
Customer Answer
Date: 08/20/2025
Straight talk called me again today like they do every 2-3 days stating all that has been done is ticket escalated. Also mentioned it shows that I turned phone in BACK IN JUNE. The ticket has been escalated now since May. They owe me $36.87, $13.42, $13.42. Ive talked to Smart pay who is part of this as well and they said they escalated the ticket with straight talk to help aid in my refund. Still however no refund as of yet. I am getting very tired of money getting taken out of my account when the phone was returned. 3rd payment of $13.42 will be coming out of my account in sept since NO ONE HAS STOPPED THIS PAYMENT. SO please fix this.
Customer Answer
Date: 08/20/2025
I got off the phone with straight talk I contacted smart pay: this is what they said on CHAT :
Ana
12:29 pm
Thank you so much for your holding time, and I do apologize for the delay. I was working with my support team in order to see the reason for the delay. Let me mention that in this case due to Straight Talk is responsible for the shipping and handling your return, we have not received that confirmation from Straight Talk. In our end, it shows the lease is active however the case was escalate
Ana
12:37 pm
We value your business and feedback. I understand how frustrating this situation must be for you. Unfortunately, we are not able to close the lease without the Straight Talk notification, and my supervisor will tell you the same.

Straight talk is not doing their job. Money is still being taken out
Business Response
Date: 08/27/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/15/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that Straight Talk Wireless repeatedly assured you that your refund request had been escalated. However, three months have passed,and you still have not received the refund.

In our review, you returned two SmartPay devices on June 4, 2025. This was confirmed by tracking number 17x29A900261857042. The warehouse received the package with the ***** ending in 4330 and 4667.

Regarding ticket number **********, our records show that you are eligible for a refund of $166.27. However, the Straight Talk refund team was unable to process the refund for the SmartPay orders. Thus, the case has escalated, and according to the response we received, the order has been refunded.

We spoke with you on August 23, 2025 via phone number **************. Your refund request was approved and confirmed. You also mentioned that you decided to switch service provider.

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 1326827490.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/14/2025
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 contacted Straight Talk by phone at ************** about 20 times trying to resolve this situation and keep getting the run around for the corrected return form with a bar code and the customer service said that I CAN NOT GET ONE I even asked to email again I was denied customer service even hang up on me 4 times in which I called back and still getting the run around to resolve this issue , I would like a refund $ ****** because it doesn't work in my home. Here is the information address ************************************************************* ********************************** I also applied a picture of wrong form that was sent to me in which is wrong no bar code for any *** OR ************** , ***** to scan .
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 you are requesting a refund amounting to $119.89 but have yet to receive a complete return label to send back your device, which does not work at home.

Upon review, we found that you placed an order on 5/01/2025 for a home internet device and a $45 plan which cost $119.89. Order number ************ per *** tracking number 1ZY902R60239175382, your package was delivered on 5/09/2025. As we checked, the home internet device has yet to be activated.

We spoke with you on 5/20/2025 via phone number ********** and a pre-paid return label request was created with reference number **********. However, when we call you back on 5/21/2025, you stated that you have not received the pre-paid return label via email.Therefore, we agreed to escalate it. We made a follow-up call the next day,5/22/2025; as advised, we are to create a physical pre-paid return label, but the line was disconnected while working on it. We tried to call you back that day and on 5/28/2025 but with no success. Meanwhile, we noticed that a request for a physical pre-paid return label was already created on 5/27/2025 with reference number **********. Thus, we will wait for the return of your device.Please know that a refund will be processed upon receipt of the package. The credit posting will usually occur within 3-5 business days, up to 30 days depending on your financial institution.

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 1320780837.

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: 06/15/2025
I send the device back and I was informed that it was received, so I will like for them to send out a check to my address, I don't have the debt card that i have purchased with, I already Imformed them about the lost debt card and it was agreed upon both parties that a check will be sent out to me in the amount of $119.89 , so as long as the company sent out my check as agreed I will be okay with it.
****** Farris
************
****************************
Customer Answer
Date: 06/16/2025

Complaint: 23328880

I send the device back and I was informed that it was received, so I will like for them to send out a check to my address, I don't have the debt card that i have purchased with, I already Imformed them about the lost debt card and it was agreed upon both parties that a check will be sent out to me in the amount of $119.89 , so as long as the company sent out my check as agreed I will be okay with it.
****** Farris
Business Response
Date: 06/26/2025
Dear ****** ******:

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

Your follow-up complaint states that you returned the device, and would like to receive a refund via check since you do not have the debit card used for this order.

Please be advised that as per policy and security, refund requests shall be processed to the payment source associated with the order. Exceptions to this rule is subject for approval.

We reviewed the order you placed on 5/1/2025, and our records show that the device was returned back to the warehouse on 6/12/2025. As courtesy, we created a ticket to process the refund for this order, with ticket number 1322597981.However, the request was denied since we confirmed that a chargeback dispute with your bank was processed on 6/16/2025.

We spoke with you via phone number ************ on 6/22/2025, and 6/24/2025, and discussed the aforementioned. We advised you to contact your bank to verify the credit posting. However, in our follow-up call on 6/24/2025, you mentioned that your bank did not confirm receipt of the aforementioned refund. With this, we submitted an escalation to conduct further investigation regarding this matter,and we agreed to provide you with updates once available.

If you should still require assistance, you can contact ************** and 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 1322931962.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 07/02/2025
As of 7/1/25 I still haven't received any check from Straight Talk in which it was approved for $119.89
Customer Answer
Date: 07/09/2025

Complaint: 23328880

I am rejecting this response because: As of 7/1/25 I still haven't received any check from Straight Talk in which it was approved for $119.89

Sincerely,

****** ******
Business Response
Date: 07/17/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/09/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received the approved refund check amounting $119.89 from Straight Talk.

As per our previous response, we determined that a chargeback request has been processed for your order, amounting $119.89 on 6/16/2025. You may contact your bank regarding the credit posting.

We spoke with you via phone number ************, on 6/11/2025, and discussed the aforementioned. You mentioned that you still have not received the refund. We informed you that due to a chargeback request, the refund check, which was initially agreed upon, was not processed. You mentioned you lost your credit/debit card,so you could not receive the fund, and insisted in getting the refund check instead. We agreed to submit an escalation regarding this matter, and agreed to call you back.

As per escalation response, the chargeback was successfully processed and issued to the issuing bank. You may contact your bank for assistance.

We attempted to contact you via same phone number, and have sent an email to ******************* on 7/17/2025, to discuss the aforementioned update. However, we were unable to reach, and have not yet received your reply to our email.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We used Tracfone since 2021 for our 2 kids- they had yearly plans.Never had any issues, it worked for what we needed at the time. We decided to put our kids on my TMobile plan and they traded in their phones for upgrades in March 2025 as the yearly plan was about to expire. After the lines became inactive we noticed on our credit card statement that money was still being paid to Tracfone- a monthly enrollment for Tracfone applecare' (which has nothing to do with *****)-of $4.31 x2 thats apparently on auto refill. The website/app makes it impossible to remove any credit card info saying a primary payment method is required and the same for trying to remove this auto refill enrollment. I spoke at length to an agent back in March who assured me the ** details would be removed- that he was doing it as we spoke-and wed no longer be charged. This is not the case and they continue to take money for a service we no longer use for phones we no longer have. Its incredibly frustrating not being able to delete or stop these charges and while the monthly amount isnt huge, over time it will add up and up and its wrong that Tracfone continue taking money from us when we no longer use the service and were not truthful when they said the issue would be rectified. We just want this resolved so that all account information is deleted for numbers **************************** so we no longer have to worry about it and that were refunded for the 2 months weve been charged since the lines became inactive.
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 *******, regarding BBB Case number ******** complaint.

Your complaint states that you are no longer a TracFone customer, yet you are still being charged $4.31 for *********. You also stated that you no longer possess your two old TracFone devices, making the charge unnecessary.

Upon review, we found that your TracFone account with the numbers ending in 1189 and 9781 has been deactivated due to non-renewal of service. However, we found payment records regarding your enrollment with the AppleCare Protect on your phones that were set up for a recurring payment.

TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We spoke with you on 5/20/2025 via phone number ************ and we successfully cancelled your AppleCare Protect enrollment after authenticating the account. In addition, we efficiently process refunds for the charges taken with refund transaction reference numbers 43800218OAML082A, 43808215XAMKU8TB, 435858838AMKXBV6 and 43445796LAMKU6IB for a total amount of $17.2. Please know that credit posting will usually occur within 3-5 business days, and you may contact your financial institution for verification of the said posting. You were satisfied with the resolution and stated that no more assistance is required.

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 1320836649.

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: 05/29/2025

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:05/14/2025
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.
Formal Complaint Against Straight Talk Aiding Criminals I am writing to formally file a complaint regarding the mishandling of my account and poor customer service I received from Straight Talk representatives between April 8, 2025, and April 14, 2025. On or around April 8, 2025, my phone was stolen. I contacted Straight Talk and was informed that I would need my PIN to access my account. I explained that I hadnt used my PIN in years, but the agent assured me that once I provided the PIN, I could move forward and that was all I would need. I was also told that any remaining days on my current monthly plan would be added to my new plan once I activated a replacement device. A note was supposedly made on my account to reflect this. Later, when I remembered my PIN, I called back and spoke with an agent named Joven, he told me his ID # ******. After I provided the correct PIN, Joven then asked me to list the most recently used phone numbers. This was never mentioned as a requirement by the previous agent. Joven kept changing the requirements, which felt like "moving the goalposts." This is neither transparent nor supportive of the victim in this situation. It raises concerns about privacy, especially when the person who stole my phone has access to the device and its call history. If this additional information was required, it should have been made clear from the start. The inconsistency in what agents were telling me added to my frustration and confusion. When I asked to speak to a supervisor, Joven refused to directly answer my question. I asked clearly, "Are you a supervisoryes or no?" He answered, "Yes, I am a higher person." This evasive response caused more confusion. On April 14, 2025, at 10:20 PM, I spoke with ****** (ID #*******. I reminded her that I had previously been told that the remaining days on my old plan would be added to the new plan. ****** said this could not be done. When I asked to speak to a supervisor, she put me on a long hold...
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 05/14/2025, regarding BBB Case number ******** complaint.

Your complaint states that you lost your device in April 2025. You contacted customer service, and was informed that you only needed a PIN to access your account, and that your remaining service days could be added to your new service plan. However, you were required further information to access your account, and you were also informed that the plan could not be added to your new service plan.

Please be advised that Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

We reviewed your Straight Talk account and only found your phone number ending in 0516. We need to know the IMEI/Serial number of the lost phone, in order to proceed with the investigation.

We attempted to contact you via phone number ************ and have sent an email to ******************************** on 5/16/2025, to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email response requesting for further correspondence to be via email. Therefore, we have sent follow-up emails on 5/19/2025, 5/20/2025, 5/21/2025, 5/22/2025, and 5/26/2025, to gather further account information. We received your email responses; however, the requested phone number or IMEI is not provided. In addition, we have not received further response on the last email we have sent.

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 1320774151.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/11/2025

Complaint: ********

I am rejecting this response because:

I am writing in direct response to Straight Talk Wireless's most recent statement regarding BBB Case #********.
Their response contains inaccurate claims, omissions, and misleading implications. I would like to correct the record and restate my position clearly:
1) They Already Have the Information They're Requesting: The stolen phone number was and still is ************ the same number Straight Talk successfully transferred to my replacement device. If they were able to transfer the number, then they have access to the account and should also have access to the **** and device history internally. Asking me to provide what they already have access to is either disingenuous or a deflection from their failure to properly investigate.

2) I Clearly Explained Why the **** Was Unavailable: I told Straight Talk, multiple times, that the **** is unavailable to me because the phone was stolen. This is not unusual in theft cases, and it's troubling that Straight Talk does not appear to have a protocol for handling theft victims without punishing them for lacking device-specific data.
3) I Requested Transparency Before Sharing Sensitive Info: While Straight Talk repeatedly asked for my PIN and two frequently dialed numbers, I expressed my willingness to cooperate but requested clear information about what exactly was needed, and asked for appropriate communication channels before providing sensitive account information.
4) They Are Ignoring Their Own Employee Promises: A representative from Straight Talk originally assured me that my remaining service days would be added to my replacement plan once I activated the new device. That was the basis for my expectation and the reason I didnt immediately seek other compensation. I followed their instructions exactly.
5) They Could Easily Resolve This: All they need to do is apply the missing service days to the same number they already transferred which they are fully capable of doing internally. This is not a technical limitation; it is a refusal to honor their word and their employees commitments.
6) Broader Implications A Pattern of Abuse: If this is how Straight Talk handles a documented, good-faith complaint under BBB supervision ignoring account history, mischaracterizing communication, and refusing basic assistance then I am deeply concerned about how many other customers are being denied services they paid for. It appears to support a pattern of customer exploitation, and in cases like mine, it arguably aids criminal activity by making the recovery process for theft victims unnecessarily difficult and by keeping funds/services that rightfully belong to the customer.
7) Potential Widespread Impact: If this refusal to honor paid service days and failure to properly assist theft victims is standard practice, it means millions of Straight Talk customers could be unfairly losing access to services they have already paid for. This suggests a systemic issue that not only undermines customer trust but could amount to widespread financial harm affecting a large customer base.
I respectfully demand:
- That Straight Talk stop stalling and honor their agents word to apply the remaining service days to my active line;
- That they acknowledge their own access to all relevant account/device history;
- That they respond only in writing, as I have explained I cannot take calls due to work constraints;
- And that they confirm a resolution plan in writing or escalate this to someone with the authority to act in good faith.
I will not accept closure of this complaint until a proper resolution is reached and the record reflects the full truth of this experience.

Sincerely,

*** *****
Business Response
Date: 06/20/2025
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 complaint states that the information we requested was already provided, and that the assurance provided by the previous customer service representative was not honored.

We have not received confirmation of which account you are referring in this complaint in our previous correspondence. Despite proving in our investigation that the phone number ending in 0516 was transferred from an older phone with a lost/stolen status, we needed your confirmation to continue our investigation to the correct account.

Nonetheless, we reviewed the account with phone number ending in 0516, and our records show that a $35 30-day plan was added to the account in March 2025. Interaction History shows that you initially reported your phone as lost/stolen on 4/11/2025, and was successfully deactivated on 4/12/2025, with one day of service remaining in the account since the original service due date is 4/13/2025. Please be advised that we can add the remaining service days of the account from the time it was reported as lost/stolen.

In addition,Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

We received your email response on 6/20/2025, requesting for 9 days of service to be added to your account. As per our review, there are 3 days of service left in your account, counting from the day it was reported lost/stolen until its due date. With this, we may add the remaining service days to the account, provided that the account is authenticated. Therefore, we need to speak with you directly to discuss this matter. We will continue to reach out to you to provide further assistance.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/24/2025

Complaint: 23328499

I am rejecting this response because:
I would like to clarify several important points that appear to have been overlooked:
Timing of My Call: I contacted customer service earlier than the timeframe they claim. If a record of that call is not available on their end, I am not sure what more I can provide. However, I did include in my initial response the name of the representative I spoke with and also noted that my phone was stolenfactors that significantly impacted my ability to follow up immediately.
Preferred Method of Communication: I have explicitly stated that all communication should be in writing. Despite this, the company continues to request phone contact, which is both inconvenient and contrary to my request. I ask again that all future correspondence be done in writing for clarity and record-keeping.
The Issue at Hand: As I previously explained, all that needs to be done is to apply the missing days to the same number. To my understanding, Straight Talk does not require any additional information beyond the number itself to complete this process. If this is incorrect, I am open to a written explanation of exactly what is needed and why.
Customer Answer
Date: 06/24/2025

Complaint: 23328499

I am rejecting this response because:
I would like to clarify several important points that appear to have been overlooked:
Timing of My Call: I contacted customer service earlier than the timeframe they claim. If a record of that call is not available on their end, I am not sure what more I can provide. However, I did include in my initial response the name of the representative I spoke with and also noted that my phone was stolenfactors that significantly impacted my ability to follow up immediately.
Preferred Method of Communication: I have explicitly stated that all communication should be in writing. Despite this, the company continues to request phone contact, which is both inconvenient and contrary to my request. I ask again that all future correspondence be done in writing for clarity and record-keeping.
The Issue at Hand: As I previously explained, all that needs to be done is to apply the missing days to the same number. To my understanding, Straight Talk does not require any additional information beyond the number itself to complete this process. If this is incorrect, I am open to a written explanation of exactly what is needed and why.

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 6/24/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you contacted customer service earlier than what is claimed in our response. You also reiterated that you preferred for the correspondence to be via email only.

We reviewed the history of the account with phone number ending in 0516, and determined that there are no further interactions recorded prior 4/11/2025. As reviewed, the representative Joven assisted you, regarding your request to transfer your number to another phone; however, it was not processed due to failure to authenticate the account.

We have sent you emails to ******************************** on 6/27/2025 and 6/28/2025, to discuss the matter with your complaint. We received your email responses asking if we could add the 9 service days you were promised. As per our previous response, the initial report we received was on 4/11/2025, and the service due date was on 4/13/2025. We can add 3 service days to your account; however, we need to speak with you directly to verify the account and add the service days.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 07/11/2025

Complaint: 23328499

I am rejecting this response because:
Dear Executive Resolution Department,
On or around April 8, 2025, I contacted ******** Talk to report my stolen phone. During that call, I was informed that I could recover my phone by verifying my PIN, which I had not used in years. The representative assured me that once I verified the PIN, the process would proceed and the remaining days on my current plan would be added to my next bill.
If ******** Talk claims to not have access to those notes or requires additional information to verify this claim, I am left questioning the lack of transparency and the further attempts to run me in circles.

I am requesting a simple yes or no answer: Will ******** Talk honor the commitment made by its employee and add the approximately 9 days to my account as promised, yes or no?

Sincerely,

*** *****
Business Response
Date: 07/23/2025
Dear *** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/14/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you reported your phone as stolen on or around 4/8/2025, and was informed that once the PIN is verified, you can recover the phone number and add the remaining days to your new phone. You wanted to know if the 9 service days, which was promised,could be added to your account.

We have sent you emails to ******************************** on 7/15/2025, 7/20/2025, 7/21/2025, 7/22/2025,to discuss the matter with your complaint. We received your email responses asking if we could add the 9 service days you were promised. As per our previous response and latest review, we found no report prior 4/11/2025, that your old phone, with IMEI number ending in 7669, was stolen. There is also no record that your account was accessed prior the mentioned date. Nonetheless, we can add service days to your account as courtesy; however, we need to speak with you directly, to authenticate the account. We have responded to your latest email on 7/23/2025, and have not yet received your response.

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 1320774151.

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: 07/25/2025

Complaint: 23328499

I am rejecting this response because:
Dear Executive Resolution Department,
At this stage, it is clear that my identity has already been verified multiple times:
I filed the original complaint and follow-up emails through the email address associated with the account.

I provided my PIN, as instructed, during previous phone calls.
I have documented agent names, ID numbers, and dates, all of which link directly to my account and the affected phone number.

There is no ambiguity about who I am or which account this concerns. The affected number was never changed. Your own agent confirmed the number would transfer to the new phone, and the only remaining step was to apply the 9 days of service, as promised.
At this point, requiring a new phone call to authenticateis unnecessary and redundant, and creates additional barriers for no valid reasonespecially considering the extensive documentation Ive already provided, your acknowledgment that the number and account are active, and the fact that I have attempted to call despite informing you of my busy work schedule.
I respectfully request that the 9 days of service be applied immediately, without further delay. Please confirm via email that this has been completed.
Business Response
Date: 08/05/2025
Dear *** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/28/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your identity should be clear by now, and a phone call is unnecessary to authenticate the account. You are requesting for the promised 9 days of service to be added to your account.

As per our previous response, transaction history only shows around three days of unused service. We understand and acknowledge your desire to add the agreed 9 days of service to your account. Despite not being able to speak with you directly to authenticate the account, as courtesy, we have added the requested number of service to your account, with reference number **********, on 7/31/2025. In addition, we avoided contacting you and proceed via writing as you requested. Lastly, we confirmed that the account is active and provisioned in our system.

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 1320774151.

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: 08/13/2025

Complaint: 23328499

I am rejecting this response because: My current plan is suppose to end today. I am going to wait to see if they actually honor their word. Keep in mind that this was promised to me months ago, the loops they put me through and the time out of my day to get what I was promised. You have to wonder how many other people they have done this to.

Once the days are confirmed I will confirm that they honored their word.

Sincerely,

*** *****
Business Response
Date: 08/21/2025
Dear *** *****:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated August 13, 2025,regarding BBB Case number ******** complaint.

Your follow-up complaint states that you will confirm if the promised service day extension was added to your account since your service is supposed to end today.

Per our previous response, the service day extension has been added to your account as courtesy. As reviewed, your current service end date should be by 8/22/2025 after adding the extension.

As you preferred further communication via writing, we avoided calling, and have sent you emails instead, to ******************************** on 8/14/2025, 8/17/2025, 8/18/2025,and 8/20/2025, to discuss the updates of your request. However, we have not received your response to our emails yet.

If you should still require assistance, you can contact ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1320774151.

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: 08/23/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the days that was promised are finally honored.
However, this issue began in early April 2025, and it is now August 23, 2025. It required multiple follow-ups, a formal complaint, and significant persistence on my part before a resolution was finally delivered. Without my knowledge of the Better Business Bureau and my willingness to advocate for myself, I believe this issue may never have been properly addressed.
Many customers particularly those who are less familiar with formal complaint channels or who may not have the time or resources to pursue extended resolutions could easily be left without the service they were promised. This reflects a serious gap in accountability and customer care.
Furthermore, this is a systemic issue, and there is circumstantial evidence that many customers are being taken advantage of in similar ways. While a few dollars per person may not seem like much, when multiplied across millions of customers, it adds up significantly.
I hope this case serves as a reminder of the importance of transparency and fair treatment for all customers, not just those who persist long enough to file a complaint.

Sincerely,

*** *****
Initial Complaint
Date:05/13/2025
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.
No matter what I tried I could not stop myflip phone from getting MMS messages. I go to tracfone web site for help. Their site claimed ONLINE CHAT We're here to help. Chat with us in real-time to get fast answers. I typed my complaint and got a reponse that I was the 18th in line. That is not real time get fast answers. Poor customer service.
Business Response
Date: 05/27/2025
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 want to stop receiving MMS messages and in need of real time assistance, but chat support is unable to provide such assistance.

Upon review, we found that your TracFone account is active and provisioned in the network. We verified that coverage is available in the area, and no known outage was reported. Additionally, the usage report of your line indicates that the service is being used.

We spoke with you on 5/21/2025 via phone number ************ and offered to troubleshoot your phone but no alternate line was available at the moment. We agreed to a callback on 5/25/2025, but we were unable to reach you again. We apologize for any inconvenience you may have experienced, but rest assured we are here to help. Here are few common methods to possibly stop receiving MMS messages:
*From your phone go to Messages app, find Settings and hit Advanced; toggle the turn off auto-download MMS messages.
*If you're receiving unwanted MMS from specific numbers, you can block those contacts in your messaging app.
*Lastly, you can use a messaging app that does not support MMS like Signal, WhatsApp, or Telegram which use data instead of MMS. If you use these exclusively and disable your default SMS/MMS app, you can avoid using MMS.

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 1320912027.

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: 05/28/2025

Complaint: 23324064

I am rejecting this response because: Instruction given do not work on my Flip phone. They also need to provide customer serice ***** that can speak English. I speak English, Spanish and Italian, when I spoke to 2 ** their representatives I could hardly understand them. They are not even in the same time zone I am in. Tracfone is located in East time phone.

Sincerely,

****** ********
Business Response
Date: 06/06/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 29, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the instructions provided to you to stop receiving ***, did not work with your flip phone. In addition, you had hard time understanding the customer service representative.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

While some phones have the option to disable the *** feature, some may not have this option depending on the phone model. Nonetheless, for phones which has the option to disable ***, in general,you can go to settings and disable the auto-download ***. You may disable your internet connection (Wifi or mobile data) to avoid downloading incoming ***.

We attempted top contact you via phone number ************ and have sent emails to ********************** on 5/30/2025, 5/31/2025, 6/01/2025, 5/02/2025 and 6/05/2025, to discuss the aforementioned. However, we were unable to reach you, and have not yet received your reply to our latest 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 1320912027.

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:05/12/2025
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 have a problem where my phone has lost internet access. I have spent at least 10 hours on chats and phone calls. **** have been unable to help, cannot find the problem, keep having me try the same things that have been tried multiple times and refuse to escalate to management.I have a good signal, I can make calls and send messages. I have sufficient data and an active plan.I do not get an IP address on any TF network and cannot browse the web on the phone. I have tried every *** the **** have suggested. No result.This started after the forced conversion to ******* a few days ago. I had internet for a while, but lost it after a chat with a *** about a different problem.I need contact with someone in Management who can take whatever action is necessary to resolve the matter.
Customer Answer
Date: 05/20/2025
On May 19th, I was contacted by '*****' who is apparently in ********* Despite a very heavy accent, I was able to communicate enough to run some tests, but unable to resolve the issue. The next day, May 20th, I was contacted by her again. This time she was able to get in touch with a network analyst at a service provider (didn't say with which company), That analyst was able to pick out a mismatch of the *** card number and get it corrected. Service was restored immediately. She said she will call again on the 21st to check on the status of service.

What I still don't know is why this took so long or why earlier **** were unable to take this step. I told the first reps that this was likely the issue due to switching *** cards to *******, but it seems no one took me seriously. This all could have been corrected weeks ago..

Will see what other resolutions she offers on the next call.
Business Response
Date: 05/26/2025
Dear R. Nestle:

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 unable to connect to the internet and calling customer support has yet to resolve the issue.

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 a data balance is available for you to access the internet. Additionally, we found that coverage is available in the area as well, and no known outage was ever reported.

We spoke with you via phone number ********** on 5/19/2025, 5/20/2025 and 5/21/2025 and work on your data ********** an in-depth review, we found that your line was not completely provisioned at the network end; thus, network updates were made. You manage to confirm that issue is resolved. In addition, for your inconvenience, compensation for additional data allocation and service days were added to your line. Reference number **********.

To this date, the account is active and now well provisioned in the network. The usage report of the line also indicates that the data service is working well.

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 1320958219.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that they resolved the underlying problem and restored my service. However, I'm not convinced that the issue with **************** failing to resolve the matter prior to escalation has been addressed. As expected the problem turned out to be something very simple that could have and should have been resolved on the first contact. The first line **** that failed to resolve this seem woefully untrained and unprepared to solve problems and unwilling to escalate to management. Until those issues are resolved this kind of problematic situation will continue to happen.

Sincerely,

R. ******
Initial Complaint
Date:05/12/2025
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 January 11, 2025 I bought new iPhone from TracFone for about $200. I had and still have yearly service plan with Tracfone which ends in September 2025. The purchase agreement I was aware said that I had to buy a phone and use it with TracFone plan for at least two moths, which I did.The sales person who sold me the iPhone confirmed that the phone will be eligible for unlocking after two month and emphasized that I did not have to buy any new service plan. On 05/12/2025 I called customer support to unlock the phone. They refused and requested me to buy a new 2 month service contract to make the phone eligible for unlocking. I talked to the customer support and *********************** My service plan with Tracfone need to be renewed in September 2025. I'm going to ****** and need this phone to be unlocked for the trip.
Customer Answer
Date: 05/12/2025
The policy document which was referred to by the employees :

1. Dated by April. I bought the phone in January
Business Response
Date: 05/26/2025
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 still had a yearly service plan with TracFone when you purchased and activated a new iPhone in January 2025. You expect that the phone will be unlocked after two months as per policy but were instead told that you need to buy a new 2-month service.

TracFone 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 5/15/2025 via phone number ********** and discuss your unlocking request. Upon review, we found that your phone with an IMEI number ending in 3284 is active and has service until September 2025. However, the record shows that your phone was activated via switching your number and paid service with reference number **********. We found no redemption of its own on the device you wanted to unlock; thus,unlocking eligibility was not met. Thus, we advised you to add a service to the phone which you decide to think about first.

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 1320596493.

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: 06/08/2025

Complaint: 23320150

I am rejecting this response because:
The Customer Support and other ********************** involved parties failed to provide any meaningful explanation why my phone is not eligible for unlocking after I bought it from Tracfone, activated it with Tracfone yearly service plan, and used it on Tracfone network over 4 month. Only 2 months are required by Tracfone.
The real reason most likely is a bug in the Tracfone operational software. And I think I know what it is. Tracfone declined my offer to help diagnose and fix the bug.

Sincerely,

***** *******
Customer Answer
Date: 06/08/2025
The Tracfone reply has this statement which I see in the first time:
"The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")"
The Customer agreement provided to me at the time of purchase did not have this statement. Instead there was something like "activate it with Tracfone service plan" which I did .
Initial Complaint
Date:05/12/2025
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.
******* promised to unlock my phone yesterday as I am eligible. but they failed to unlock my phone until now. I have been using the phone more than a year. I need to unlock my phone by May 8 2025
Business Response
Date: 05/06/2025
Please see our response and attachment.
Customer Answer
Date: 05/13/2025
The issue has been resolved in the meantime. Please close this complaints

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