Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:08/09/2025

  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.

  Issue 1 Incorrect Billing for 3-Line Plan On June 4, 2025, I activated three phone lines with Total Wireless (operated by TracFone Wireless, Inc.) under the advertised $85/month plan for 3 lines.However, one of my lines was incorrectly placed on a $55 single-line plan, causing me to be overcharged by approximately $15 per month.This mistake was not authorized by me. I requested multiple times to have all three lines consolidated under the $85/3-line plan, but customer service told me it is not possible to switch back, which is unacceptable since the error originated from their ******* a result, I have been overbilled for several months and one of my lines was suspended on August 9, 2025, despite timely payments. This caused significant inconvenience.?Issue 2 Device Unlocking Refusal I purchased an iPhone 13 from Total Wireless for $165, which came locked to their network. I have now used the phone for over two months and meet the unlocking requirements stated on their website.When I requested an unlock, customer service directed me to their online portal, which returned a 502 Bad Gateway error. Even after reporting this, no solution was offered and my unlock request remains unprocessed.An *** complaint was already filed (Complaint No. [insert FCC complaint number here]), but the company has not contacted me directly to resolve the matter.?Resolution Requested:1.Immediate correction of my billing so that all three lines are under the $85/month plan.2.Refund of all overcharged amounts.3.Reactivation of my suspended line.4.Immediate unlock of my iPhone 13 as per FCC unlocking rules.

  Business Response

  Date: 08/25/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/09/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were billed incorrectly for several months due to an incorrect service plan processed to one of your lines. In addition, your phone remained locked despite meeting the minimum requirements, and requesting assistance from customer service.
  
  Upon review, your account is well-provisioned in our system. The account was activated on June 5, 2025, via port-in, in reference to ticket number **********. On June 26, 2025, you transferred/upgraded your phone number to another IMEI in reference to ticket number **********. However, it reactivated the account again on August 11, 2025. Meanwhile, the account is using the ** 3-line shared plan, and he paid $85 for three lines. In addition, the system shows that the account has yet to meet the minimum required paid active days to be eligible for unlocking.
  
  We spoke with you on August 12, 2025, via phone number ************. We informed you of the findings on your account and that you are not eligible for free unlocking. On August 13, 2025, we attached your third-line IMEI ending in 9962 to receive the benefit, and we successfully attached the line. However, you do not have the device with you, and we cannot check the features, leading us to schedule a callback for the following day.
  
  We made a follow-up call on August 20, 2025, via phone number ************. You confirmed that the features are working. You then asked for a refund for the overcharge on July 29, 2025, because you were unable to use the service for the $55 plan since you had the 3-line benefits. We agreed to call you back once we successfully processed the refund.
  
  We spoke again on August 21, 2025, via same phone number, and we informed you that we successfully processed the refund (ticket number **********). It will take 3-5 business days (up to 30 days) for the refund to reflect on your bank account. You also requested to enroll your account in the auto-refill program,which we successfully processed.
  
  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 1326310106.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for doing business with Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:08/08/2025

  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.

  I completed my lease for an iPhone 13 (purchased through SmartPay Leasing via Straight Talk) and now own the device outright. However, the phone is Activation Locked by *****. ***** will not remove the lock unless I provide a proof-of-purchase document containing:**** name 2.The device model ***** IMEI or serial number ***** sellers name/logo ***** purchase date While I have my lease agreement, it is missing the IMEI/serial number. ***** will not accept it as valid proof without all of the above information on the same document.Both Straight Talk and SmartPay have my IMEI and purchase records in their systems, yet I have been told they cannot provide a corrected proof of purchase. Without this document, the phone I fully paid for is permanently unusable.?Desired Outcome:Within 10 business days, I request one of the following:A reissued proof-of-purchase or letter on company letterhead meeting Apples requirements (including IMEI/serial number, my name, model, date, and company logo), OR A replacement iPhone 13 of equal value/specifications, OR A full refund of the total amount paid for the device.?Attachments I Will ************* agreement showing completed payments Screenshots of ******** account showing lease completion Screenshot of Apple Activation Lock screen

  Business Response

  Date: 08/25/2025

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you bought an iPhone 13 from Straight Talk Wireless through SmartPay leasing; however, ***** currently locks your phone. In order to unlock the phone, ***** is requesting a proof-of-purchase, which includes your name, phone model, ****, sellers name/logo, and purchase date. You are requesting both Straight Talk and SmartPay to provide the requested documents;otherwise, you want a replacement phone or a refund.
  
  We reviewed your account, which corresponds to a Straight Talk account with an associated iPhone 13 with IMEI ending in 2325, activated on May 03, 2022. Your phone is active with a $65 unlimited talk, text and data service plan. Due to the age of when the order was processed, we need to conduct further review to verify the order details.
  
  We spoke with you on 08/11/25 via phone number ************. We discussed the status of your device and you informed us that you already contacted ******** customer service and was able to gather the required documents. You expressed that you do not need further assistance from us.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  Executive Resolution

• Initial Complaint

  Date:08/08/2025

  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 continue to have issues with a small flip phone I bought as a work phone for my home care business. The first number I was assigned I kept receiving spam calls constantly. I read that customers can change their phone numbers by texting "minc" to "******" and every time I do this I get assigned phone numbers from out of my area or even out of the state. ********* caters to elderly people and these elderly people will not answer phone calls that are out of the area. (as the elderly patients believe out of area phone numbers are spam-and I agree) Just this morning I contacted trac fone customer service chat after being assigned another out of area phone number. The agent changed my number for me after informing me only four number changes are permitted per month or 1 number per week, however since my issues he would change it this time.The problem is he went offline as the time changed to 1am. The number the trac fone agent gave me was another out of area phone number. I need a phone number that has either the 724 or 412 area code as I service the ************* metro area that includes two area codes that are 724 or 412. I currently have assigned a area code 267 number that is located in southeastern ************, specifically in and around ************. It serves the city of ************, along with portions of ***** and ********** counties. Essentially, it's an overlay for area codes 215 and 445, which I have had the later area code generated once as well. Two issues, I need a correct phone number that has not been used before for my area, and there is a glitch in your ****** minc system as I am getting auto generated phone numbers that are far from my home service zip code. Thank you please fix

  Business Response

  Date: 08/22/2025

  Dear Pilot Abilene:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB Case number ******** complaints.
  
  Your complaint states that you changed your phone number using the ****** service, and the new number assigned to you is not local it appears to be from a different area or even a different state. You are requesting to be provided with a local number and are also asking that the issue with ****** assigning incorrect numbers be investigated and resolved.
  
  Upon review, we found that your TracFone account is active and was initially activated via the web. We found that registered ZIP code of the account is *****. Please note that new phone numbers are system-generated based on the registered ZIP code. We apologize for any inconvenience this may have caused. Based on our verification, the area code assigned is local to your area.
  
  We contacted you on August 14, 2025, via phone at ************. During the call, to accommodate your request for a specific area code, we manually attached a new number to your account. This process required temporarily deactivating your line, assigning the new number, and then reactivating the service. As part of this process, your accounts ZIP code was updated to *****. We also ensured that your minutes were retained.
  
  On a follow-up call the next day, you confirmed that your service was working as expected, your account reflected the correct balance,and you were satisfied with the new number. No further assistance is required at this time.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1326055541. 
  
  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:08/07/2025

  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've been using TracFone Wireless service for over 10 years. One of the things that is important to me is that theyve always maintained that your unused minutes, texts, and data would always roll over each service period and would never expire or be taken away. If you look at the attachment you will see where I texted TracFone to request my balance on June 11, 2025, and it shows that over the 10 years Ive been using TracFone, I had accumulated ****** minutes and ***** texts as well as 2.14 GB of data. Exactly a month later on July 11, 2025, I tried to use my cell phone, and it would not process my call. I checked my account online and I found that TracFone had removed all my minutes, texts, and data and changed my balance on all to 0. I called TracFone and spoke with several ***resentatives over a 6-hour period and none could tell me why this happened. They all told me the same thing, that they couldnt see my previous balance, and when I asked for a manager, they all said they had no manager, but eventually they would say they would transfer me to a manager. Then they would disconnect the call. I waited and called again the next day which was Saturday July 12, 2025. I spent several hours again facing the same treatment until one person told me they would fix the issue. They said my account would show only ***** minutes but after a week would be back to my ****** minutes. A week later it still showed ***** minutes. I waited an extra week and still it wasn't fixed. When I called again, the *** offered to give me an additional ***** minutes, which is still ****** less than I had. I told her no and asked for a manager only go through the same game again. I feel like they are taking away my minutes because I accumulated so many and they aren't making money on me, and that they are making it impossible to speak to anyone higher up so they don't have to give me my minutes back. There are others online who have ***orted this same issue.

  Business Response

  Date: 08/22/2025

  Dear ***** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB case number ******** complaint. 
  
  Your complaint states that your carryover minutes were removed from your account. You contacted customer service for assistance, but the issue remains unresolved.
  
  We spoke with you on August 8, 2025, via phone at ************. During the call, you provided your account information. Upon review, we confirmed that your TracFone account is active and properly provisioned in the system. Records indicate that adjustments had already been made to your balance; however, talk minutes were still missing and required further investigation.
  
  It was determined that a system error caused your balance to be removed. To resolve this, we made follow-up calls on August 9 and 13, 2025,and added the missing minutes under reference numbers **********, **********,and **********. You confirmed that your balance was updated and your service was working as expected. No further assistance was 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 1325044467. 
  
  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: 09/08/2025

   
  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:08/07/2025

  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.

  Tracfone has refused to restore 58GB of my unused data purchased in May 2024 and was to carry over to my May 2025 365 day card renewal.

  Business Response

  Date: 08/22/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB case number ******** complaint.
  
  Your complaint states that TracFone refuse to restore your 58GB of unused data.
  
  Upon review, we found that your TracFone account is active.Records show that you refilled your phone in May 2024 with a $288 Unlimited Plan, which includes unlimited talk and text, and 120 GB of data valid for 365 days. This plan is set to expire on May 24, 2025. Please note that to retain any unused data from an Unlimited Plan, the account must remain on an active Unlimited Plan. Otherwise, the data will expire.
  
  On May 26, 2025, you refilled your phone with a $125 Smartphone Plan, which provides 1500 talk minutes, 1500 text units, and 1536 MB of data for 365 days. No further redemptions have been recorded on the account since then.
  
  We spoke with you on August 11, 12, 17, and 20, 2025 via phone at ************. During these calls, an initial investigation was conducted, and courtesy data was added to your account under reference numbers **********, ********** and **********. To fully resolve your concern, an escalation was submitted to request additional data.
  
  Following the escalation, it was confirmed that you had approximately 59 GB of unused data from your previous Unlimited Plan. However,this data was removed when the Unlimited Plan expired. As per policy, unused data from an Unlimited Plan only carries over if the account continues with another Unlimited Plan. Since your subsequent refill was for a Smartphone Plan,the remaining data was not retained.
  
  This was explained to you during our August 20 call, where you maintained that the plan purchased was Unlimited. However, our records confirm otherwise. We apologize, but we are unable to restore the claimed data balance. You may continue using the courtesy data that has already been added to your account, which totals approximately 20GB.
  
  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 1326183672. 
  
  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:08/05/2025

  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.

  Bought a Tracfone 90 phone card at ******* - when I entered the number to add minutes to my phone - was told by a Tracfone member that it was "scanned correctly" - if the card hadn't been scanned - then I would have been charged for the card - seem to be to be a scam that allows the company to get "free" money as they tell you to go back to store and have it re-scanned - knowing full well that most people don't keep their receipts.

  Business Response

  Date: 08/20/2025

  Dear ****** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August ******, regarding BBB case number ******** complaint.
  
  Your complaint states that you purchased a TracFone airtime card from *******, but encountered an error when attempting to redeem the ******** were informed that the airtime card needed to be rescanned in order to proceed.
  
  Upon review, we located a TracFone account associated with your email address, ************************ and a phone number ending in 5495.Our records show that you contacted us on August 5, 2025, to redeem a new plan;however, the attempt was unsuccessful because the airtime card PIN was in an "Inactive" status.
  
  Please know that this typically indicates that the prepaid airtime PIN was not properly activated at the point of sale, which may be due to a system error or the retailer not completing the activation process. To resolve this issue, you may either return to the store where the airtime card was purchased and request a rescan, or send us an email or fax with a copy of your purchase receipt, the front and back of the airtime card, and the reference number for the escalation ticket we will create for your case.
  
  We attempted to contact you via phone at ************ and ************, and via email at *********************** on August 6, 7, 8, 11,and 14, 2025, but were unable to speak with you directly and have not received any responses to our emails. We kindly request that you contact us at your earliest convenience so we can assist you further.
  
  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 1325916818. 
  
  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: 08/22/2025

  Phone card was scanned at the register - why Tracfone keeps saying it wasn't activated - I don't know.

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23701732
  
  I am rejecting this response because: Phone card was scanned at the register - why Tracfone keeps saying it wasn't activated - I don't know.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/04/2025

  Dear ****** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 26, 2025, regarding BBB case number ******** complaint.
  
  Your follow-up complaint indicates that the airtime card you purchased was scanned at the store register, so you are wondering why it was not activated.
  
  Per our previous response, these instances may be due to an error encountered during the process, or some other factors. In order to properly determine the issue,and for us to assist you properly, we need to speak with you directly.
  
  We attempted to contact you via phone number ************, and have sent emails to *********************** on 8/27/2025, 8/28/2025, 8/31/2025, 9/1/205, and 9/4/2025 to discuss this matter. However, we were unable to reach you, and have not yet received your response to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 1325916818.
  
  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:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* suspended my wireless service on 8/4/2025, despite my Safelink approval on 7/30/2025, before my 7/31 payment deadline, per ******** referral. This blocks employer calls/texts, causing financial harm. I have texts from 5 reps who gave no resolution kept me in a loop of providing the same information over & over. I also recorded calls where ******** AI blocked live agents without a credit card payment an unfair barrier for a wireless/internet customer in hardship.

  Business Response

  Date: 08/20/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that ******* suspended your service despite having a ******** approval on July 30, 2025. You tried seeking assistance but concern was left unresolved.
  
  Upon review, we found that you applied for the Lifeline program under SafeLink Wireless on July 30, 2025. Your enrollment was completed on August 1, 2025, granting you access to the Lifeline benefit, which includes unlimited talk and text, 10GB of monthly data, and 5GB of hotspot data. Your enrollment was registered under the Bring Your Own Phone (BYOP) option.
  
  Our records confirm that a BYOP *** card was shipped to your address under reference number **********. The *** card is currently in transit, as shown in **** tracking number 4200774792612903031358513037667259.Please note that the *** card is pre-activated; you simply need to insert it into the phone you registered during your SafeLink enrollment.
  
  We contacted you on August 13, 2025, via phone at ************ to share the results of our investigation. However, during the call, you informed us that you are no longer interested in using our service and ended the conversation.
  
  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 1325979235. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:08/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone from ****** that was glitching. Tracfone told me to send it in they even provided a shipping label. I sent it to them and they told me they will send a replacement. I never got a replacement and whenever i call to speak to them they put me on hold give me fake tracking numbers etc. I called them back and told them that if at least they wont send a new phone send me back my old phone. They transferred me from person to person making up stories.

  Customer Answer

  Date: 08/04/2025

  They said they sent and delivered it but the picture is not clear at all. I contacted *** who did an investigation and then turned it over to the company after not finding the package. they kept saying they would send a replacement but that never happened. attached is the picture they claim as proof that it was dropped off at my house. and the new ticket number.

  Business Response

  Date: 08/19/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you returned a defective phone but have yet to receive the promised replacement device.
  
  We spoke with you on August 5 and 10, 2025, at ************,you shared details regarding your device and referenced the original replacement request (Ticket No. **********) created on January 13, 2025, to address a defective screen. Upon review, our records indicate that our system closed this ticket in March without a replacement device being shipped. We sincerely apologize for any inconvenience this may have caused.
  
  As a resolution, a new replacement request was initiated under reference number 1326181436.
  
  According to *** Tracking Number 1Z7X28F00255926091, the replacement device was successfully delivered to your address on August 1******. We attempted to contact you on the same day to confirm receipt of the device, but were unable to reach you. Additionally, our follow-up email sent to ************************ has not received a response.
  
  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 1325841456. 
  
  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: 08/19/2025

   
  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:08/02/2025

  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 a prepaid service with Tracfone for long time but Tracfone just made my phone number inactive when my service term does not expire until 2027. I could not use my phone when I need it. When I was seeking help, they could only restore my number but my data, minutes were still gone and no agents can give me a good reason why this happened. Some said it is because I haven't the phone for 60 days, other said it may be caused I removed the sim to another phone. So much time was wasted by this company. If you sell a service, you should provide it.

  Customer Answer

  Date: 08/07/2025

  Tracfone contacted me by the phone on 8-5-2025 and said they will help me to restore my number, and my minutes, text, and data. so far there is no data and minutes and I could not use the phone yet 8-7-2025

  Business Response

  Date: 08/26/2025

  Dear ******* ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB case number ******** complaints.
  
  Your complaint states that your phone service became inactive, despite having service expected to last until 2027. When the service was restored, you were able to retain your phone number, but the balance for calls,text and data were not recovered.
  
  Upon review, we found that your previous device with **** ending in 9094 was associated with a SafeLink account using the phone number ending in 4689. Records show that a system deactivation occurred due to this association with *********
  
  However, more recent records show that on August 2, 2025,you transferred your number and service to a new device with **** ending in 3330, under reference number **********. While the transfer was completed successfully, the balance was not restored due to a system issue. We sincerely apologize for any inconvenience this may have caused. Please rest assured that we are committed to resolving such issues and improving our systems to prevent similar occurrences in the future.
  
  We also spoke with you on August 4 and 7, 2025, via phone at ************. During these calls, we attempted to verify your device information, which you later provided via email at ****************** You shared the **** ending in 0642 and SIM number ending in 2229. Our records show that this SIM was associated with both **** numbers ending in 9094 and 0642.
  
  On August 7, we received approval to update your account balance, and the necessary changes were made under reference number ************** confirmed that your services were working properly and that no further assistance was 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 1325799239. 
  
  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:08/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a full price sim card from TracFone Wireless, Inc. and was sent a card that would not work on the network they function under. The kit was ordered after they confirmed it would be compatible with my phone. Had they sent the correct sim card, it would have been. Once the issue was dicovered, I twice contacted support and requested a replacement be sent for a correct sim. I was told to "just purchase a new sim card" by both agents, even after trying to explain the situation. I was outright refused access to a supervisor as well when requested. When I expressed that I had no phone to make calls, one of the agents repeatedly gave me a phone number to call for help. I'm still not certain what their reasoning was for that behavior.The sim card was purchased online and proof of the purchase was directly on the account.

  Business Response

  Date: 08/19/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a *** kit but the *** you received will not work with your phone. As a result, you request a replacement but you were advised to purchase another one instead.
  
  Upon review, we found that your order for a Bring Your Own Phone (BYOP) *** kit was placed on July 28, 2025, under order number 1212-O20902TTF0. The order included a T-Mobile compatible *** and a $15 airtime plan, totaling $21.75. According to *** tracking number 1ZY902R60240770039, the package was delivered to your address on July 31, 2025.
  
  Our records indicate that the *** card was activated upon delivery. However, it was deactivated on August 1, 2025, when you transferred your service and number to another device under reference number **********.Your account remains active and is properly provisioned on the network. Usage reports confirm that the service is currently being used.
  
  We attempted to contact you multiple times via phone at ************ and sent emails to ********************* on August 4, 5, 6, 7, and 11, 2025. Unfortunately, we have not been able to speak with you, and no responses have been received 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 1325802585. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department