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

3,364 total complaints in the last 3 years.
787 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:10/11/2025
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.
After you enter your personal bank information to their website for automatic payments for the cellphone line, you cannot remove it. The phone was lost and could not receive a security code, but fortunately I had a security pin number on the account, but they do not accept that as adequate enough to access your account. They then ask for two most frequently called numbers and there are none. Bought phone for my mother, she's 94 and has never called except when we tested the number, which are for me and my niece and I gave them and they said no. They said they sent security code to confirm cancel to the email address on file, but I NEVER received them at all. They lied and never sent them. If you can sign up online and add personal bank info, you absolutely should be able to remove your own information to stop recurring payments. I had to go to bank and pay for stop payment on account to stop recurring payments. This company should be put out of business. They are a menace.
Business Response
Date: 10/22/2025
Dear **** ********:

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

Your complaint indicates that you set up Auto Pay for your mothers service. After she lost the phone, you attempted to remove your card information to stop recurring payments, but encountered difficulties with account authentication during the process.

Upon review, we found that the TracFone account with number ending in ****************************** Auto Pay for a reoccurring payment of $11.64 each month. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis.

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 were able to speak with you on October 14, 2025, via phone at **************. During the call, you reiterated your concern regarding the cancellation of your card and mentioned your intent to file a report with the telecommunications commission. We offered our assistance, but after you confirmed the account in question, the call was unexpectedly disconnected and we were unable to reach you again.

We attempted follow-up calls and sent emails to ******************** on October 15, 18, and 21, 2025. However, we have not been able to speak with you directly, and no responses have been received. Thus, it would be best for us to speak with you.

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 1330221064.

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:10/10/2025
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 6/19/25, I purchased a TracFone ******* Galaxy A16 Cell Phone for $130.01, at ******* Supercenter #****, located at *******************************************On 9/12/25, my phone suddenly no longer held a charge and would get extremely hot on attempt to charge it. I contacted TracFone through their online chat service that same day, and inquired about my warranty options. They said that they could do a replacement. They said all I had to do was use the labels that they would send, and ship the phone to them. They said once received, it would only take 3 - 7 days for the replacement to arrive.Well, they received it on 9/22/25 as per the *** tracking info. I waited until 10/5/25, at which time I had not received a replacement or a single update about it. So I contacted support again. They told me that the device had not shipped because my address needed verified and so I verified it for them and they said that it would arrive on 10/9/25, and to keep an eye on my email for ********** I waited until today, 10/10/25. I once again have not received anything, nor have I gotten a single email. So I proceeded to contact support once again. This time around, they seemed to hardly know anything about it at all. I provided my ticket number I was provided previously, and they said all they see on it is information about me sending in my phone. They could not tell me any updates about it, nor any confirmations about what was actually going on. All they did was offer me a possibilities and maybes, such as, my phone "might" be out of stock or something. And the said they would contact me when they received any updates.I very much feel that I am just being jacked around. I see complaints of others about the same thing happening with TracFone.TracFone Account Email: ********************* TracFone Account Phone #: ********** Support Ticket #: ********** Tracking #: 1Z6980XX9072080356 Shipping Address For Phone:********************************************************************************************************
Business Response
Date: 10/23/2025
Dear Chance *******:

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

Your complaint states that you returned a defective phone in exchange for a replacement device, but you have not yet received the replacement.

Upon review, we found that a warranty replacement request was processed on September 11, 2025, to replace your defective device that could no longer hold a charge (Reference Number: 1328221568).

According to *** tracking number 1Z6980XX9072080356, your defective phone was returned to our facility on September 22, 2025. However,due to inventory constraints, we were unable to ship your replacement device in a timely manner.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on October 15 and 22, 2025, via phone at **************. During the call, we provided an update on the status of your replacement device and offered a comparable model, which you agreed to.

Additionally, we received your email from ********************* on October 22, 2025, confirming your acceptance of the ************ 2024 as the replacement.

Please be advised that your replacement device has been shipped and is expected to be delivered on October 24, 2025. You may track the shipment using *** tracking number 1ZY870930200450722.

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 1330225767.

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:10/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone took all my minutes, texts and Data from my phone. I had about ****** minutes, about the same in texts and around 20 GB data. And when I renewed last month (Aug) I bought another 10 GB data, separately, for an extra *****. The man I was chatting with said he could only give me back the normal amount that a person would start at. 1500 min. I have been a customer for about 20 years, and got all my minutes doubled when I renewed. So I had quite a few. Now they did this twice. The 1st time was in August 2025. The woman on the phone gave me back all I lost, and added the extra 10GB data to it. It took us all day for her to get it fixed, but she did. All was great til last week, when I could not receive texts, because they wiped out my minutes, etc. They have become a terrible company since ******* took them over. I am going to look for something else. Just wiping my account out, 2 times, for I don't know why....
Business Response
Date: 10/22/2025
Dear ***** *********:

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

Your complaint indicates that your accumulated balance for minutes, messages, and data was deducted twice, and that the company did not fully correct the second error or restore your prior balance.

Upon review, we confirm that your line ending in 0757 is active and associated with a $125 Tracfone Pay As You Go plan, which includes 1500 minutes, 1500 texts, and 1536 MB of data, valid for 365 days.

Please note that Tracfone Pay As You Go (PayGo) Airtime Cards are available in various denominations. Each card provides a specific number of minutes and service days, which begin on the date the card is added.Additional cards extend the service end date accordingly. Airtime balances do not expire as long as the line remains active and is used within 6 consecutive months for smartphones or 12 months for other devices. Customers may accumulate balances of minutes, texts, and data under this plan.

An in-depth review of your account shows that your balance was restored on August 5, 2025, following a system error that removed your current balance. Under ticket reference No. **********, your account was credited with 1500 minutes, 1500 texts, and 1536 MB of data.

On September 4 and 5, 2025, your balance was again deducted in error. However, it was subsequently restored under ticket numbers **********, **********, and **********, totaling ****** minutes, ****** texts,and 20 GB of data.

We contacted you by phone at ************** on October *******, and informed you that an escalation had been initiated to verify and correct the service balance. We agreed to maintain communication to ensure the issue was fully resolved.

On October 19, 2025, we followed up and confirmed that your balance had been successfully provisioned with ****** minutes, ****** texts,and ***** GB of data. You confirmed that the issue was resolved and that no further assistance was needed.

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 1330219303.

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: 10/23/2025

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:10/10/2025
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.
Tracfone is using predatory practices and lying to their customers.They sell ****** service "refills", and their internal system to check your data balance and the expiration of your service accumulates these refills consecutively. That is, if you purchased and redeemed two 30-day refills on the same day, you would be informed that your service would continue for the next 60 days. Their sms system continues to suggest that this is true. The other day I tried to send an sms message only for it to fail. I then received an sms (from my number) with an error message. I inquired with tracfone about this today and was informed that the 30-refills are "bucketed" and do not align with the service expiration date. Apparently this is a recent policy change.The agent who I spoke with told me that they would email me the chat log, but I have yet to receive it.The phone number given as part of this submission does not have service, even though their automated system unambiguously says that I have "Service until: Nov 3, 2025", so email is the best way to follow up with me.
Business Response
Date: 10/22/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 10, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you believed a 30-day refill plan would extend your service consecutively. However, you later discovered that refills are "bucketed," meaning your service days do not align with the service expiration date. As a result, you were left without phone service despite receiving a message indicating coverage until November 3, 2025.

Our investigation has revealed that your account is currently active and properly provisioned in the system, with a previous service end date of October 4, 2025. Based on the transaction history, you purchased a $20 Unlimited Talk & Text, 4GB Data, Hotspot Capable plan on September 12, 2025, valid for 30 days. This extended your service end date to November 3, 2025. Furthermore, on October 3, 2025, you purchased a TracFone $10 Data Card with 3GB of data. Please note that this data card does not include service days. Although your account remains active until November 3, 2025, it has been determined that the unlimited plan coverage is only valid until October 12, 2025, as the plan itself is limited to a 30-day duration.

We attempted to contact you on October 13, 2025, via phone at ********** but to no avail and we sent an email to ************************** A response was received on October 14, and 15, 2025,in which you indicated that you cannot speak over the phone because your service was not active and your means of communication will be through email only. Additionally, you provided some information regarding to your account for the authentication purposes but the process was not successful.

On October 16, 2025, an escalation for the authentication process of your account was submitted and subsequently approved by the management. According to our records, you no longer have balance on your account since your unlimited plan already expired on October 12, 2025; and usage records indicate that your data allowance had been exhausted. In order for you to stay connected with our service, you must purchase a new plan.

We understand that this might be confusing for your part;however, the message that you received corresponds to the information of your account. Follow-up emails were sent on October 16, and 21, 2025; however, no further responses have been received.

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 1330224339.

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: 10/23/2025

Complaint: 24000017

I am rejecting this response because:
Tracfone is refusing to acknowledge that their automated system is misrepresenting the period of service for the Unlimited Plan refills.
The messaging needs to be updated to reflect the actual period of service and the "time-bucketing" policy needs to be made abundantly clear BEFORE purchase AND activation.
Sincerely,

***** ****
Business Response
Date: 10/30/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 10, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that we refused to acknowledge that the automated system shows an incorrect period for your Unlimited plan refill. You indicated that the notification message should reflect the actual period of service.

We apologize for the confusion this has caused. We will conduct further review on this account to identify what caused this issue on your account. We appreciate you bringing this matter to our attention, and assure you that this is corrected. Moving forward, please note that a 30-day unlimited plan would only be valid for 30 days, as indicated in the plan description.

We attempted to contact you via phone number ************ on 10/25/2025, 10/26/2025, 10/27/2025, and 10/28/2025, to discuss this matter. We were unable to reach you via call; however, we received your email requesting to correct the information regarding your account. Please let us know if your account would still not reflect the correct information even after redeeming a 30-day unlimited plan.

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 1330224339.

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: 10/31/2025

Complaint: 24000017

I am rejecting this response because they keep deflecting the issue. The packaging for a refill card should clearly state that the 30 days is from the time of activation. There should also be a confirmation for activating the pin that clearly displays the period of service before completing the transaction. Lastly, the automated system should be clearly distinguishing between period of active telephone service and the period for which the telephone number is provisioned. Any reasonable person would interpret "Service until: Nov 3" to indicate that phone and sms service will be active until November 3rd.

Sincerely,

***** ****
Business Response
Date: 11/12/2025
Dear ***** ****:

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

Your follow up complaint states that the service card you purchased should have clearly indicated that the plan is 30 days from the time of activation, along with a confirmation for the time period of the plan. Also, you want the automated system to clearly distinguish between the period of active telephone service and the period for which the telephone number is provisioned.

Thank you for sharing your concerns with us. We understand the importance of having clear and accurate information regarding your service plan. We acknowledge your feedback that this should be clearly indicated on the card and confirmed upon activation. Your suggestion will help us improve transparency for all customers. Regarding the automated system, we understand your request to distinguish between the active service period and the telephone number provisioning period. We are reviewing this process to ensure it is communicated more clearly in the future.

We sent an email to ************************* on 11/8/2025, to which you replied that you preferred to communicate through email. We have sent follow up emails on 11/9/2025, 11/10/2025 and 11/11/2025. However, we did not receive further responses from you.

Your feedback is valuable, and we appreciate your patience as we work to enhance our services. If you have any further questions or need assistance with your current plan, please let us knowwere here to help.

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 1330224339.

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: 11/15/2025

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:10/07/2025
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.
Requested idenmized bill no response 2 numbers on account i didn't authorize Need bill to file claim on balance of old phone Trusted with card information auto pay took money no closing statement or email or hard copy of bill witch i requested thru customer service
Business Response
Date: 10/21/2025
Dear ***** *****:

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

Your complaint states that you requested an itemized bill after noticing two unauthorized numbers on your account that had withdrawn funds from your card through Auto Pay. However, you have not received any billing statements via email or physical mail, despite your request.

We attempted to locate your account by utilizing our tools using your name, number, address and email address available in the complaint.However, we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number, device IMEI number and email address associated to the account. Hence,to address the matter we need to speak with you directly for assistance.

TracFone Wireless follows a strict account authentication policy designed to protect the integrity and security of customer ************** part of this policy, any changes to an account or requests for account-related information must be properly authenticated.

We attempted to contact you via phone at ************** and email at *********************** on October 8, 9, 10, 11, and 14, 2025. Unfortunately,our attempts were unsuccessful, as we were unable to reach you through either phone or email.

Please know that for any unauthorized charges we suggest that you file a Chargeback with your Financial Institution. With that, the handset that received the minutes or service days from this fraudulent transaction will be deactivated once the chargeback is processed and your credit card will no longer be accepted for future purchases by any of our brands. Please know that disputes on fraudulent transactions are only done via a Chargeback.

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 1329922666.

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:10/06/2025
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 switch cellphone carriers after getting a new phone due to ************ no longer getting service in my area. I was told on a Friday night that I could transfer my number that Saturday to a new carrier and get refunded for my auto renew for Straighttalk on Tuesday (a few days prior). Two weeks later there is no refund. I spend over an hour waiting for customer service. They say there is nothing about a refund on my account and that they can no longer refund me since I am no longer a customer. They refuse to take my complaint or escalate the situation. I called a few other times to follow up and was hung up on twice. I submitted a complaint to my Discover card and they took care of it but ************ keeps trying to charge my card. I spent almost 12 hours on the phone with Straighttalk customer service trying to resolve things and now I just want them to stop charging my card so I can never have to interact with them again. I was a Straighttalk customer for almost 8 years and this was my first time dealing with their customer service. I would never do business with them again just based on their customer service. I want my $48.91 and to be left alone.
Customer Answer
Date: 10/08/2025
At this time they are still refusing to give me a refund or a partial refund because it is against their policy even though an employee told me I would receive one. Also I have spoken with them at least 5 times on the phone since this started and not once was I given noticed that the call was being recorded until the phone call on October 8, 2025 about mid way through the call when I asked. I have spent almost ***************************************************************************** for services not properly rendered. Passed on federal minimum wage of $7.25 and let's round down to 11 hours on the phone they owe $79.25 plus interest. Or they can stop trying to charge my card and leave me alone.
Business Response
Date: 10/20/2025
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/6/2025, regarding BBB Case number ******** complaint.

Your complaint states that you switched to another service provider and were told that you would get a refund for the plan you paid a few days prior; however, two weeks later, you were informed that refund is not applicable since you are no longer a customer. In addition, you contacted customer service to stop the charges in your account; however, it was unsuccessful.

We reviewed your account and determined that it has been inactive since July 12, 2025 after transferring your line to a different provider per reference number **********. Transaction History shows that the last payment for a service plan amounting $48.91 was processed on 7/7/2025, and Usage Records indicates that the service is being used while the account was still active.

Please note that Straight Talk Wireless Terms and Conditions indicate that once your phone number is transferred, your ********************* will be deactivated immediately and you will lose any unused Service days remaining in your Plan.

We spoke with you via phone number ************ on 10/08/2025, and discussed the status of your account and the aforementioned. You were informed that refund is not eligible referring to the published Terms and Conditions. You expressed your dissatisfaction with the resolution, and informed us that you bought another phone or your father; however, you never opened the box because there is no coverage in the area. We attempted to review the order; however, you could not provide the order ID, and ended the call stating you would submit a separate complaint.

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 1329851751.

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: 10/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter is closed because it is too many corporate lies for me to deal with.

Sincerely,

****** *********
Initial Complaint
Date:10/05/2025
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.
On October 5 I called in reference to the at home Internet router and they had already sent me a text message saying that I could get it but when I called they claiming now that it is not in my area, but my phone service is in this area it runs off of a just like my phone does and the representative. Jerylie would not let me speak to a supervisor after telling her that that his false advertisement after sending me a message saying I could get it
Business Response
Date: 10/17/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated on October 5, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you received a text notification indicating that you could get a Home Internet router. However, when you called to inquire, you were informed that the service is not actually available at your location.

Please note that regarding Straight Talk Wireless Terms and Conditions, ********************* (Home Internet) uses 5G or 4G LTE,depending on location, and some customers may only get 4G LTE. Unfortunately,we cannot guarantee that our ********************* will be available at your address, even if we accept your order and you attempt to install it. Straight Talks ********************* is only available in select areas.

We spoke with you over the phone at ************** on October 6, 2025. During the conversation, we checked the availability of ********************* at the address you provided. A thorough review showed that the service is not currently available in your area under the ******* network. As a resolution, we offered to notify you via email once service becomes available in your location; however, you did not agree with this proposed solution.

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 1329787392.

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:10/05/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 2 I had ****** GB of data. On October 3 it was at 0. I contacted the online chat. I was on the online chat with 3 different representative for over 3 hours, with no resolution. The first representative said the issue would be resolved within 24 hours, it is 47 hours later with no resolution. The second representative just ended the chat. The 3rd representative said he would take care of it by the end of the day. He dud not and even said that there was no way I could have that much data stored up. I did try to explain that I have had the service fir over 6 years and usually use my home wifi. He then ended the chat with no resolution. This is the 3rd time I have had an issue. The first time was a few months ago and I filed an *** complaint. They took care of it within a couple of days then. Last month I had an issue and the representative was very helpful and took care of it right away. This month I am basically being called a liar.
Business Response
Date: 10/17/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 5, 2025, regarding BBB Case number ******** complaint.

Your complaint states your ****** GB of data was removed from your account and you are unable to receive the assistance needed to resolve your issue.

Upon review, we found that your TracFone account with phone number ending in ************************************** the network. However,data balance only shows 3.85 GB of available data.

Our records show that back in August 2025, a replacement of 124 GB data was put back to your account per reference numbers ********** and ********** and on October 3, 2025, you refilled your phone with a $20 unlimited plan that provides additional 4GB of data.

To determine your data balance, we have our investigating team checked your usage report and compare it with your redemption history. It was determined that a system glitch had caused the removal of your accumulated data balance. We sincerely apologize for any inconvenience you may have experienced.Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on October 6 and 11, 2025, via phone at ************ and ************ and shared with you the findings of our investigation. We informed you that we are to escalate the matter for us to do an update on the account. Based on our records, your data balance was restored on October *******, under reference numbers ********** and **********. You have confirmed that your concern has been resolved and agreed to close the case.

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

Please refer to email reference number ******* or Ticket Number 1329803983.

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:10/04/2025
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 want to carrier unlock my tracfone cell phone. I meet the requirements a couple ways. The policy states 2 months of paid service upon activation. I bought a 1 year service plan for a previous phone. I was required to upgrade. I bought a new phone and activated it. Kept my number and moved the balance of the 1 year plan. the balance moved is the same as money or buying service. I didn't get free service. I also added numerous prepaid pin cards from ********. Both make it eligible for carrier unlock. They refuse saying it's because I added the 1 year plan to the old phone, ignoring the fact the balance moved to the new phone. I have receipts and bank statements to prove such. I also Have the conversation recorded of the supervisor playing semantics. I and my family have used tracfone and their other companies for 20 or more years now. They will lose several lifetime customers over this. They are breaking the law.
Business Response
Date: 10/17/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 4, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are requesting to have your phone unlocked, as you believe you meet the eligibility requirements. You explained that you transferred your one-year plan from your previous device to the new phone you wish to unlock, which should satisfy the criteria for unlocking.

Upon review, we found that your TracFone account associated with the phone number ending in 8508 is active and properly provisioned on the network. Our records show that the phone was activated in January 2025 by transferring your number and service, under reference number 1312127560.However, after checking the transaction history for the device with the serial (IMEI) number ending in 7551, we found no record of a separate redemption for that specific phone.

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 attempted to contact you multiple times via phone at ************** and by email at ********************** on October 6, 7, 8, 9,and 13, 2025. However, 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 1329788937.

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:10/03/2025
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.
Tracfone keeps stealing data from my account. Every month they steal the data from my phone or my husbands phone. This month it was my phone. According to their 30-day plan, Smartphone card data is carried over as long as your account remains active. My account has always been active yet they stole ***** GB of data. ******** is wrong for any business to do to their customers. They are also guilty of deactivating my phone two days early. My service was active until the 5th of September, yet they deactivated it on the 3rd, cheating me out of two days. I enclosed screenshots showing the deleted data.
Business Response
Date: 10/20/2025
Dear ****** *****:

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

Your complaint states that *****GB data balance was removed from your account and that your phone was recently deactivated prior to the service end date.

Upon review, we found that your TracFone account is active and well provisioned in the network. As we checked, the account has a total of *****GB data balance.

We spoke with you via phone at ************ on October ******. During the call, you stated that your account should reflect a total of ***** GB of rollover data. As your claim required further verification, we agreed to a follow-up callback.

Upon conducting an in-depth review, we discovered that the reduction in your mobile data balance was caused by an unexpected system glitch. We sincerely apologize for any inconvenience this may have caused.Please rest assured that we are taking steps to prevent similar issues from occurring in the future.

Follow-up calls were made on October 8, 9, 10, and 11, 2025,during which updates were applied to your account to restore the missing data balance. These actions were documented under reference ticket numbers **********, **********, **********, and **********. Additionally, you requested assistance for another phone number ending in 1465, and an update was made under reference number **********. You confirmed that your concern has been resolved and that no further assistance is needed.

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 1329859636.

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: 10/31/2025

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,

****** *****

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