Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,490 total complaints in the last 3 years.
814 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:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened up a plan with TracFone wireless and they told me that after 60 days I will be able to unlock my device to use it at other carriers, after 60 days they didn't provide me with the unlocking codes till another 90 days, and than the unlocking codes didn't work and the phone was never unlocked
Business Response
Date: 05/21/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 9, 2025,regarding BBB Case number ******** complaints.

Your complaint states that you activated a phone with Tracfone and were told that you would be able to unlock it after 60 days. However, it took 90 days to get the unlocking code which did not work, and your phone remains locked.

We spoke with you on 5/16/2025 via phone number ************* and discuss your unlocking request. We received your email response via ******************** on 5/12/2025 wherein you provided the **** number of the phone you wanted to be unlocked. Upon review, your phone with the **** number ending in 7754 has been unlocked in our system for a while already. The unlocking was done remotely; thus, you were advised to power cycle the phone,connect to Wi-Fi and make sure the phone is up to date, then insert the *** card from the new service provider and test it to verify its compatibility.However, you insisted that the phone is locked and decided not to continue with the assistance provided.

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 1320286810.

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: 23307216

I am rejecting this response because:
You are repeating the same advice each time I spoke to you, however this phone is locked even though you are stating that it is unlocked remotely, it is not true. I put in different SIM from ******* or ******** it is not working. I did all the steps that you advised connecting to WIFI etc. and it is still locked

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 28, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone is still locked despite following the steps provided to unlock your phone. You tried inserting different SIM cards to the phone, but it still did not work.

Unlocking a cellphone associated with TracFone Wireless refers to disabling software that would otherwise prevent you from activating the cellphone on another carrier's network. However, due to different carrier technologies, an unlocked TracFone cellphone may not work, or may experience limited functionality, on another carrier's network. TracFone Wireless is not responsible for any limitations of service,or otherwise, resulting from the use of an unlocked cellphone on another provider's network.

We reviewed your account and determined that your phone, with IMEI/Serial Number ending in 7754, is already showing an Unlocked status. With this, you need to connect to a WiFi, reboot the device, and insert a non-branded SIM card. However, since you mentioned that it still remained locked, we may need to examine the device further, to resolve the issue.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 5/29/2025,5/30/2025, 5/31/2025, 6/01/2025 and 6/05/2025, to discuss the matter with your complaint. However, we were unable to reach you and have not yet received your response 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 1321614471.

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:05/08/2025
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.
5/2/25 I ran out of data purchased$10.00data plan could not get it on my phone, spent over 6hr over the next few days, including today 5/8/25 with tech service, being told I need a new Sim card, purchasing Sim card. Can't use this Sim card cuz it's not compatible with my phone because apparently my phone is only **** compatible now they tell me I have to buy a new phone that is ******* compatible to get/use data I bought the phone I have from THEM there is NOTHING wrong with it, but tracfone is telling me that I have to purchase a new phone because they decided to switch from a **** to ******* for there carrier. I should not be forced to purchase a new phone They at the very least should give out very special deals on another phone. They have only regular "deals" and those phones are "cheap", my current phone is better quality than what they offer I don't believe there's much if anything bbb can do, but at least people will know that I'm ****** off with tracfone
Business Response
Date: 05/22/2025
Dear **** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 9, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you purchased a $10 data plan;however, your data service did not work.

Upon review, we found that your TracFone account is active, and a $10 data add-on plan was added on 5/02/2025. The record shows that the device in used is a Bring Your Own Phone (BYOP),compatible with an AT&T network. The provisioning of the account shows that the line is still active under the AT&T network, but the information in the system shows that there was an attempt to migrate your service to a ******* network by updating your SIM card. However, the registered **** device with the **** number ending in 0598 is not ******* compatible.

We spoke with you on 5/14/2025 and 5/20/2025 via phone number ********** and discuss the status of your concern.We troubleshot your phone which resulted in processing a replacement SIM card. Reference number **********. In addition, we process a refund for your $10 data add-on plan with refund transaction ID **************. Please know that this credit posting will usually be available within 3-5 business days and you can contact your financial institution for the verification of this posting.

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 1320543632.

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:05/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone through straight talk on 4/18/2025 and payed $4.95 for next day shipping. We financed through smart pay, but paid a deposit including shipping of $29.88. It was a Friday so I didnt expect it to ship until the following Monday. We waited a week and it still Had not shipped. I called on 4/29/2025 and they said they could not see why it hadnt shipped. They said it looked like the order hadnt processed. They gave ticket number **********. They said to give them 3-5 business days and they would reach back out with an answer. We tried today and we cannot get a hold of a representative and they have not contacted in any way. I use my phone for work and it has not worked properly, which is why I ordered a new phone. A payment is due next week on a phone I have not received.
Business Response
Date: 05/21/2025
Dear ****** ******:

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

Your complaint states that you ordered a phone through Straight Talk on 4/18/2025 which was also finance by ******** to which you paid a deposit of $29.88 including shipping fee, but you have yet to receive the phone.

Upon review, we found that your order was placed on 4/18/2025 with order number 2511-G13T1RGA92 and it was financed through SmartPay. However, due to order issues, it got cancelled on 5/7/2025. 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 we are here to help.

We first spoke with you on 5/13/2025 via phone number ********** and discuss the status of your order wherein you were advised to contact ******** since the order cannot be fulfilled and you agreed. On a follow-up call made on 5/18/2025, you confirmed to have spoken with SmartPay and were told that the phone is out of stock. Moreover, we were able to confirm with SmartPay that a refund was processed for you on 5/20/2025.

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 1320537854.

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: 05/27/2025

Complaint: 23305443

I am rejecting this response because:
Straight Talk claims the order was cancelled on 5/7/25, yet no one informed me at the time that the order was being cancelled. I never requested a refund, and was never informed that I would be receiving a refund until it was already complete.
The phone Straight Talk claims is out of stock is still (a month and a half later) showing as available through their website.
The only acceptable resolution is a new phone shipped directly to me. It needs to be at minimum the phone I ordered, or if it is not available, the first available IPhone of equal or greater value. It also needs to be made available to me at the same price and payment plan as the original purchase. Because I do not trust Straight Talk to do anything in a timely or trustworthy manner, I will not be making any payments until I have physically received the phone.
I also need someone in upper management from the main office in *****, ******* (NOT a call center or overseas department) to call me with a full explanation of why this matter has taken a month and a half to resolve.

Sincerely,

****** ******
Business Response
Date: 06/04/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you were not informed immediately that your order was cancelled, and that it was claimed the device you ordered is out of stock, yet it is showing available in the website. With this, you are requesting for the same phone or a phone of equal value, to be shipped directly, prior making payments.

Orders online are processed in our remote fulfillment facility. A phone model could appear as available online sometimes, since the inventory is not updated in real-time, especially during high-demand periods. Your order was cancelled after our fulfillment facility confirmed that the requested phone model is out of stock. Refunds will be processed afterwards for canceled orders. We apologize if this has caused you further confusions and inconvenience.

In regards to your request to receive a phone prior making any payments, unfortunately, orders are processed after successfully placing the order online. In addition, for orders leased via ********, you may contact ******** for any offers available to you.

Additionally, our agents are thoroughly trained to address a variety of customer concerns. Should we ascertain that your issue necessitates escalation to a specialized department for resolution, the matter will be promptly escalated. Consequently, you will either be transferred to the appropriate department or receive a callback to resolve the issue.

We spoke with you on May 29, 2025,via phone number ************, and discussed the aforementioned. We provided information regarding an ongoing promotion for the iPhone 13; however, you requested to receive the phone prior making payments which could not be done.We also provided the information regarding SmartPay ; however, that did not change your decision.

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 1320537854.

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:05/08/2025
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 Feb 18 I bought a phone with Total Wireless where in the website it said that I needed to activate the phone with a paid service and after 60 days (with or without an active service) I was going to be eligible to unlock it to use with another carrier. After 60 days I called them to unlock it and they said on April 1st their policy changed and that now they require 60 days of paid service to unlock it. I wouldn't have bought the phone if this was the original deal presented to me when I bought the phone so they got my money with misleading information. Then on April 23rd when I talked to their customer service they told me that I had the option to buy an additional service for $10 and on April 30th this would end and I would become eligible to unlock the phone because I'd have 60 days of paid service with this. But When I called on May 1st, I was told this isn't true, there is no such thing that I needed to have 60 days of active service and made my buy another month of service. I requested the transcript of my call on April 23rd at 5:57pm eastern time (EDT) from ************, they said they can't share this with me but this transcript is available to be requested for security purposes and it does confirm the misleading information I was given. This purchase was under order number: 0956-9R0L2E3O0A for phone number ************.I request a refund for all the extra service they made me buy all of which will not reimburse me for the amount of time I spent dealing with this issue.
Business Response
Date: 05/05/2025
This is a ******* Wireless complaint. Please send to ******* Wireless.
Business Response
Date: 05/21/2025
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 Total Wireless refuses to unlock your device because of the updated unlocking policy which was yet in effect at the time you purchased and activated your phone. Thus, you want to be reimbursed for the services you had to buy.

Total 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 5/11/2025 via phone number ********** and discuss your unlocking request. 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. To this date, we found that you recently reactivated your phone, and this current plan should complete the required 60 active days and 60 paid active service days requirement for your phone to be eligible for unlocking. The record as well shows that there is a usage on the service. Thus, we have to decline your refund request.

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 1320351382.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Straight Talk Wireless due to their refusal to unlock my iPhone, despite my full compliance with the unlocking policy that was in place at the time of activation.I purchased and activated my iPhone on March 6, 2025. At that time, Straight Talks official unlocking policy clearly stated that phones would be eligible for unlocking 60 days after activation, with no further stipulations. I have fulfilled that requirement, having maintained active service for over 60 days.However, Straight Talk is now denying my unlock request, citing a policy change implemented on April 1, 2025. This change occurred after my phone was activated, and they are applying it retroactively to deny my requestdespite the fact that I met all requirements under the original terms.This is an unfair and misleading business practice. Customers should not be penalized by policy changes made after a device was purchased and activated. I am simply asking Straight Talk to honor the terms that were in effect when I became a customer.I am requesting the ********************* assistance in getting Straight Talk to unlock my device in accordance with their original policy.
Business Response
Date: 05/19/2025
Dear ***** **:

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

Your complaint states that Straight Talk refuse to unlock your phone based on their updated unlocking policy which at the time you purchase your device was not yet in effect. Thus, you want your phone unlocked according to the previous unlocking policy.

Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

Upon review, we found that you recently reactivated your service by adding your second airtime plan since your phones activation in March. 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. The record shows that the phone already completed the paid 60 days but still awaits the completion of 60 active days.

We attempted to contact you via phone numbers ************ and ************ and using the email address ***************** on 05/09/2025,05/14/2025, 05/15/2025, 05/16/2025 and 05/17/2025 but with no success. We were unable to speak with you, and you have not responded to our emails.

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

Please refer to email reference number ******* or Ticket Number 1320273788.

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:05/07/2025
Type:Order 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 Tracfone about a problem and they said I needed a replacement phone and I would need to send my old one back first. It has been a few weeks and every time I call, they tell me blatant lies and keep telling me a new date which they apparently have no intention of honoring. They keep an old unused email on file and after over 6 requests to update it. They refuse to send any confirmation or tracking information. My phone costs about $50.00 and I just recently added $30.00 worth of minutes.
Business Response
Date: 05/20/2025
Dear ****** ********:

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

Your complaint states that you returned your defective phone as instructed, to get a replacement phone.However, you still have not received the replacement phone despite contacting customer service multiple times.

We reviewed your replacement phone request with reference ticket number **********; it was created on 4/15/2025.Our warehouse confirmed receipt of the defective phone on 5/6/2025; however,the replacement phone was not shipped immediately because the requested phone model is out of stock.

We apologize for any inconvenience this may have caused you, and we have already updated the ticket. The replacement phone has been shipped out on 5/10/2025, and as per *** tracking number 1ZY870930200419516, the package was delivered on 5/15/2025 at *********,**. In addition, it is already active with your phone number ending in 2945,and is provisioned properly in our system.

We spoke with you on May 17, 2025,via phone number ************. As per conversation, you confirmed that your phone is working properly for calls, texts and data.

Please refer to email reference number ******* or Ticket Number 1320336785.

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:05/06/2025
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 charged on my Debit Card a refill of $22 May 2, 2025. At that time I changed my phone number to a newley activated phone. By putting the **** card into phone. The customer service rep. ****** to do so. Then I lost her communication. My Plan was supposed to be unlimited for a Year. Also I never received my $22 unlimited plan. My ********** is off. I have proof that I supposed to have *************** Until February. Please respond.
Business Response
Date: 05/20/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/06/2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid $22 to refill your service on 5/22/2025, and transferred your number to a new phone; however, you did not receive the $22 unlimited plan. In addition, you mentioned that your service plan is supposed to be unlimited for a year, and that you are supposed to have unlimited data until February; however, you have no data connection.

We reviewed your account with the phone number ending in 9786, and our records show that you have been redeeming the TracFone $20 30-day unlimited talk and text plan with 4 GB of data. We confirmed that you redeemed the same plan on 5/2/2025, and transferred your phone number to a new phone on the same day. In addition, the TracFone 1-year plan with 1500 minutes of calls, 1500 text, and 1500 MB of data, which came with the new phone was redeemed to the account on 5/8/2025. Lastly, another $20 30-day unlimited plan was added to your account on 5/11/2025. We confirmed that around 6900 MB of data was used from 5/2/2025 until 5/11/2025.

We attempted to contact you via phone number ************ and have sent emails to ******************* on 5/14/2025,5/15/2025, 5/16/2025, 5/17/2025 and 5/18/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have not received your reply to our emails. 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 1320616350.

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 Tried to send a abundance of evidence 4 days ago, in I notice my attachments, in statements, wouldn't except. Please be fair, stop hacking my account or letting others. Restore my ************** plan, that you advertised on purchase of a new ********* gave I ************** for a Day. You also took My Unlimited talk in text in replaced it with 1000 min. In text. You are Discriminating. Add the information I sent to your **************** by Email.
Customer Answer
Date: 05/30/2025
I Tried to send a abundance of evidence 4 days ago, in I notice my attachments, in statements, wouldn't except. Please be fair, stop hacking my account or letting others. Restore my ************** plan, that you advertised on purchase of a new ********* gave I ************** for a Day. You also took My Unlimited talk in text in replaced it with 1000 min. In text. You are Discriminating. Add the information I sent to your **************** by Email.
Customer Answer
Date: 05/30/2025

Complaint: 23294420
---see attached--

I Tried to send a abundance of evidence 4 days ago, in I notice my attachments, in statements, wouldn't except. Please be fair, stop hacking my account or letting others. Restore my ************** plan, that you advertised on purchase of a new ********* gave I ************** for a Day. You also took My Unlimited talk in text in replaced it with 1000 min. In text. You are Discriminating. Add the information I sent to your **************** by Email

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 you are requesting to have your unlimited service restored as you supplied evidence regarding the matter.

Upon review, we confirm that your account remains active.Our records indicate that three $20 Unlimited Talk & Text with 4GB Data plans were added to your phone on May 11, May 25, and May 31, 2025, and another $125 Airtime Plan (including ***** minutes, ***** texts, and 1.5GB of data valid for 365 days) was refilled on May 8, 2025. We found no record of a one-year unlimited plan being added to your account, either before or after your phone upgrade on May 2, 2025. Additionally, all refills were processed through our Interactive Voice Response (IVR) system. As of today, your account is properly provisioned with all applicable airtime plans, and your usage report aligns with the current available balance for your service.

We attempted to contact you via phone at ************ and sent emails to ******************* on the following dates May 30, May 31, June 1, June 2, and June 5, 2025. However, we were unable to reach you, and we have not received any response to our calls or emails.

If you should still require assistance, you can contact ************** enter PIN 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 1320616350.

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:05/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have called Trackone for the last 4 times to complane about there business. They put my call on hold then drop my call. They dont want to fix my problem. can someone call me? My no is ************. My name is ****.
Business Response
Date: 05/19/2025
Dear **** *****:

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

Your complaint states that your problem was not fixed despite contacting TracFone multiple times.

We reviewed your account with phone number ending in 0936; it was deactivated in our system on 5/10/2025 due to non-renewal of service. We could not find any recent transactions in the accounts history; however, as per Interaction notes in March, 2025, you contacted customer service regarding your accounts enrollment.

We attempted to contact you via phone number ************ when it is still active, and have sent emails to ************************ on 5/8/2025 and 5/9/2025, to discuss the matter with your complaint; however,we were unable to reach you. We have sent further emails on 5/10/2025,5/11/2025, and 5/15/2025; however, we have not yet received your reply to our emails.

As of 5/17/2025, we confirmed that your phone number was ported out to another service provider, with Port-out reference number 1320848551.

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 ******* 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
Initial Complaint
Date:05/06/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 iphones from ************ and activated on Mar 04, 2024. At that time, the unlock policy was 60 days after activation. But recently ************ changed the unlock policy to 60 days after activation "and 60 days of paid service". Since I only had 30 days paid service, straighttalk refused to unlock my iphones.I'd like to have BBB to contact Straighttalk to enforce the unlock policy at the time I purchased the phones which doesn't require 60 days of paid service. iPhone 1: Serial # **********, IMEI # ********************************** iPhone 2: Serial # **********, IMEI # ********************************** Thank you!Yi
Business Response
Date: 05/16/2025
Dear ** ***:

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

Your complaint states that you have two Straight Talk phones and you wanted it unlocked per previous unlocking policy.

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 *******, 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 5/07/2025 and 5/08/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that your phones have been deactivated due to non-renewal of service. You only refilled the phones once and that was upon activation. As we checked each phones unlocking eligibility, the system prompted the message, Not eligible - insufficient time from device activation or 60 paid service days required. Thus, we had to decline your unlocking request.?We suggest completing the 60 paid and active service days to which you ********* this date, your phones have been successfully reactivated and awaits the completion of its unlocking eligibility.

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 1320142831.

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: 05/16/2025

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:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to resolve the problem with track phone I have been cheated by them for my hot spot data. I have been calling 2 to 4 times a week and I have not had any results. This has been going on for months. The employees always provided the wrong information about my account data. I have records and proof to provide to prove it.
Business Response
Date: 05/16/2025
Dear ****** ****:

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

Your complaint states that you have been trying to fix your hotspot service, but you are not getting the required assistance to address this matter.

Upon review, we found that you have been enrolled in the Lifeline program since 12/22/2024 and have been receiving the Lifeline benefit of unlimited talk and text with 10GB of free data including 5GB of hotspot data per month. However,the record shows that you are adding service to your phone by purchasing a SafeLink airtime plan via automated system and these plans do not include any hotspot allocation.

We spoke with you on 5/14/2025 via phone number ************** and we tried to offer assistance, but you decline since you were busy and decided to give us a call instead at your convenient time. Please know that when you purchase a regular SafeLink plan, your purchase overrides your free Lifeline benefits which means losing your hotspot allocation. Thus, if you run out of data, you can purchase the data add-on plans instead. Note that you receive your Lifeline benefit every first week of the month.

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 1320081309.

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

Sincerely,

Executive Resolution Department

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