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:05/04/2025
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.
Straight Talk refuses to unlock my two phones even when I have met every one of their unlocking criteria that were listed on their website when I activated the phones. I activated the phones on November 27, 2024. I have met every requirement for Tracfone Terms and Conditions that were valid on November 27, 2024.IMEI/Phone number: *************** The Phone is a ********************* 5G 2024 that I bought from *********** with my money. I contacted Straight Talk (***** from ********************* told me I was not eligible because the policy changed on April 1, 2025. I tried to explain that the policy I signed up under was valid before that. They did not listen to me. On December 5, 2024, Tracfones unlocking policy at (*******************************) stated that: "For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation." I have fulfilled that requirement and the device should be unlocked automatically per their written Terms and Agreement that I agreed to when I bought and activated the phone. Attached is the unlocking policy that was valid at the time when I activated the phone. Again, Device IMEI is as **************************************
Business Response
Date: 05/09/2025
Dear Farad *****:

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 device which you activated on November 27, 2024, as per there new policy.

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.

Upon review, we found that your phone with the serial number also known as IMEI number ending in ********************* November 2024 with a TracFone service. The activation was done by switching your number and service from your old device to the phone you wanted to unlock. Reference number **********. The record shows that since the phones activation no redemption was made to this specific phone. We still tried to initiate unlocking request,but a message prompted, Not eligible - insufficient time from device activation or 60 paid service days required.

We spoke with you on 5/07/2025 and 5/08/2025 via phone number ************** and discuss your unlocking request.We explained that your device has yet to meet the unlocking requirement. You fail to meet, The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation"). Therefore, you were advised to purchase a plan on which you agreed. The phone was then eligible for unlocking and the process was completed. Therefore, no further assistance is needed.

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

Please refer to email reference number ******* or Ticket Number 1320141773.

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: 05/12/2025

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,

Farad Zaman
Initial Complaint
Date:05/04/2025
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 have a been a TracFone customer for years. It used to be very simple to resolve any customer service issues. Now it's a horrendous ordeal to call or chat online, usually leaving me feeling irritated and exasperated and like nothing has been resolved. TracFone has recently added a rewards point incentive for their customers which will give customers points when they purchase items from then such as an airtime card or data plan card and when the points accumulate, TracFone supposedly has reward deals. They currently had one reward deal stating on their website that eight hundred points would take ten dollars off of a data plan. I had nine hundred points accrued. I decided to use the eight hundred points for the ten dollars off and selected it. They gave me a promo code for the reward, but it kept saying invalid. I finally called a customer service agent and she informed me that the promocode only applied to when I bought a new TracFone from their website, not any data plan, which was not shown noticable on the promotion. So, I asked the customer service agent to please give me my eight hundred points back. She refused, saying that it was not refundable. Uh, I never technically used the points for any transaction, so I want them back. I earned them and TracFone should honor that. The agent then proceeded to give me free texts or something which was totally useless and which I did not ask for and because I already have both unlimited text, I don't need it. I want my reward points back since I did not technically use them for anything. Thank you.
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 you tried to redeem your 800 rewards points to get $10 off of a data plan but it turns out that the promo code you generated is only applicable for a new TracFone phone. Thus, you are requesting to have your points back.

Upon review, your TracFone account is active and enrolled in the Loyalty Rewards Program. The record shows that on 5/03/2025, 800 rewards points were deducted from your account due to a redemption of a phone promo code. Please know that promo codes are used only for phone purchases and rewards points used for redemption are not refundable.

We attempted to contact you via phone number ********** on 5/08/2025, 5/09/2025, 5/13/2025, 5/14/2025 and 5/16/2025 but with no success.The email message we sent via *********************** has only received one response from you stating there was no point contacting you since we are unable to resolve your concern.

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 1320226017.

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: 05/20/2025

Complaint: 23285689

I am rejecting this response because it's not good customer service. They contacted me several times, only to inform me that they could not help me.

Sincerely,

***** ********
Initial Complaint
Date:05/04/2025
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 purchased 2 very expensive I-phones on 2/19/2025 from Straighttalk wireless and 30 days of service. The companies policy at that time (and confirmed with customer service agents) was that the phones would be automatically 'network unlocked' 60 days after the 'activation' with my 30 day plan. I was informed that it was NOT necessary to purchase anything else beyond the initial 30 days of service. When 60 days came and went.... my phones did not become 'network unlocked' as ************ Straight-talk refuses to honor their policy in force on 2/19/2025 citing 'new updated terms' they arbitrarily implemented on 4/1/2025. They claim they can change their policy ANYTIME they please, and I have no choice but to pay them more money. Their policies according to them apply retroactively to whatever they decide somehow?I don't believe this is ethical or legal.... to 'retroactively' change the terms of a contract I agreed to when I purchased these devices. They also stated that I cannot get a refund now because.... you guessed it... they only offer that for 30 days after purchase.
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 5, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you request your phones to be unlocked based on the previous unlocking policy Straight Talk have upon purchasing and activating the phone.

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

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

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

We spoke with you on 5/06/2025 via phone number ************ and discuss your unlocking request. Upon review, your two phones have been deactivated since March 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 agreed. To 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 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 1320150364.

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: 05/22/2025

Complaint: 23285627

I am rejecting this response because:
I noticed that you responded to other customers in my same 'predicament/ situation' with a BBB compliant 'one-time' courtesy in lieu of you changing your policy after the terms I agreed to when I purchased these devices.
I strongly feel that I should have been offered the same courtesy as the other customers with the exact same circumstances. I was however, NOT given the same treatment, but coerced into paying for an additional 30 days when that was NOT your policy on 2/20/2024 when I purchased these 2 phones.
Sincerely,

****** *****
Business Response
Date: 05/30/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/23/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you wanted to have your phone unlocked as a courtesy like other customers received.

We understand your desire to use the device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* 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. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.

As reviewed, you have redeemed a total of two service plans for your phone number ending in 2037.Therefore, the device has a total of 60 paid days. As of this writing, our records show that the phone has a total of 53 active days accumulated. Once the device meet the required 60 days, it will be eligible for unlocking.

We attempted to contact you via phone number ************ and have sent emails to **************** on 5/26/2025, 5/27/2025, 5/28/2025, and 5/28/2025, to discuss this matter.However, we were unable to reach you, and have not yet received your reply to our emails.

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

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

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:05/04/2025
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 changed the passcode on my phone, then when i tried to log into my phone i couldn't remember my new code. So i googled the problem and called ************. After a long time on hold, i was told my phone was in warranty and i needed to send my phone to them with a shipping label and they would send me another phone. After 5 phone calls, 4 weeks, they hang up inme now when i call.
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 4, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you forgot your phones lock code and was promised to receive a replacement phone.

Upon review, we found that a phone exchange request was created on 4/02/2025 due to your phone being inaccessible with reference number **********. The record shows that we acknowledge receipt of your device on 4/21/2025;however, we have yet to ship your replacement phone. 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.Thus, we made some updates on your replacement phone ticket in order to expedite the process.

We spoke with you on 5/06/2025 via phone number ************ and discuss the status of your replacement phone and agreed to keep in contact until its fulfillment. As per *** tracking number 1Z7X28F00256084801, your replacement phone was delivered to your address on 5/12/2025. In addition, the record shows that you already activated it by transferring your old number and service with reference number **********. We tried to make a follow-up call on 5/12/2025 and 5/17/2025 but with no success and the emails sent via ********************* has not received any response. To this date, your Straight Talk account shows active, and the usage report indicates that the service is being used.

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 1320064020.

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: 05/19/2025
Yes, I received a replacement phone last Wednesday 5/14. After I filed my complaint, I received a phone call every day, saying the exact same thing until I got the phone. I asked them for a phone plan so I could use the phone - I don't believe I should have had to ask. In their response, their dates don't match mine, they acknowledged my phone was received on 3/20 NOT April.
They lied every time I called, they would say one thing like, first I was told my phone was under warranty, then the next time I called, they said it wasn't. When I argued back, oh yes, it was under warranty.... Every single call was a nightmare!
This was absolutely the worst company customer service!
Customer Answer
Date: 05/19/2025

Complaint: 23285019

Yes, I received a replacement phone last Wednesday 5/14. After I filed my complaint, I received a phone call every day, saying the exact same thing until I got the phone. I asked them for a phone plan so I could use the phone - I don't believe I should have had to ask. In their response, their dates don't match mine, they acknowledged my phone was received on 3/20 NOT April.
They lied every time I called, they would say one thing like, first I was told my phone was under warranty, then the next time I called, they said it wasn't. When I argued back, oh yes, it was under warranty.... Every single call was a nightmare!
This was absolutely the worst company customer service!

Sincerely,

***** ********
Business Response
Date: 05/29/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 19, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you received the replacement phone on 5/14/2025, but you needed to request for a service plan. In addition, you mentioned that you were lied to when you asked regarding your phones warranty status.

Please note that all new Straight Talk phones (except iPhones) are covered by a one (1) year limited warranty administered by Straight Talk. Transaction History shows that the phone was initially activated in October of 2023; therefore, it is already out of warranty. Despite the device being out of warranty, we still processed the replacement phone request as courtesy. In addition, we added a 30-day plan to the account on 5/13/2025.

We attempted to contact you via phone number ************ and have sent emails to ********************** on 5/20/2025, 5/22/2025, 5/27/2025, 5/28/2025, and 5/29/2025, to discuss the matter with your complaint. However, we were unable to reach you and have not yet received your reply 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 1320064020.

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:05/04/2025
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 have 2 issues AGAIN! First, Tracfone number ********** is again not showing my *****GB of data. It has been zeroed (0) out. The phone still works with minutes, text and internet though. Second, Tracfone number ********** is not working with my data. I cant log into the app or in a website (photo attached showing what happens when I open the app. The phone still works with minutes and texts. To summarize, ********** not showing my *****Gb of data but still working and ********** not working, with *****GB of data. Please fix this AGAIN!
Business Response
Date: 05/19/2025
Dear ***** Hixsin:

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

Your complaint states that your number ending in 8773 does not show its remaining data balance of *****GB but the data service works.However, the data service of your second number ending in 9894 does not work with its *****GB balance.

Upon review, we found that your TracFone account with number ending in 8773 is active and account currently has a data balance of about *****GB. The record shows that on 3/17/2025, an escalation was filed regarding your data balance of about 40GB with reference number **********. Meanwhile,the number ending in ********************************************** the network. However, we found no recent data usage recorded for the line.

We attempted to contact you via phone number ********** on 5/07/2025, 5/08/2025, 5/14/2025, 5/14/2025 and 5/17/2025 but with no success.However, you are responsive with our email communication via ******************** wherein you reiterated your concern about your data balance and data service issue. 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. With that, it would be best for us to speak with you to resolve the issues of your lines.

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 1316616769.

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: 05/21/2025

Complaint: 23284850

I am rejecting this response because: I still am showing only about 10GB of data for the 8773 number. I just want my remaining data owed me back which is about 30GB more owed me. I have attached 2 photos, one showing what I had and one showing what I see I have now. Please return my data!

Sincerely,

***** Hixsin
Business Response
Date: 05/30/2025
Dear ***** Hixsin:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the phone number ending in 8773 still shows 10GB of data and just wanted to have your missing data back in to your account, with the total missing data of 30GBs.

We have contacted you on 5/23/2025,5/25/2025, 5/28/2025, 5/29/2025, and 5/30/2025 via phone number ************ and email ******************** for you to be notified that we are willing to help you with your concern. Moreover, we received an email response from you last 5/23/2025 and 5/25/2025 stating that you still did not receive any updates for the replacement.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. Please be advised TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

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 1316616769.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/01/2025

Complaint: 23284850

I am rejecting this response because:

I dont understand how you said you added the 30GB more of data but Im not seeing it?!? Where is it hiding?

Sincerely,

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

Complaint: 23284850
I am rejecting this response because:

I dont understand how you said you added the 30GB more of data but Im not seeing it?!? Where is it hiding?

Sincerely,

***** Hixsin

Business Response
Date: 06/11/2025
Dear ***** Hixsin:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/2/2025, regarding BBB Case number ******** complaint.

Your complaint states that the ********************************************************************** your account yet.

As reviewed, our system is already showing the correct amount of data; however, it may not have reflected in your end due to a systemic error. We apologize for any inconvenience this may have caused. We already submitted an escalation to review and resolve the issue with your account.

We attempted to contact you via phone number ************ and have sent emails to *****************************,on 6/4/2025, 6/5/2025, 6/6/2025, and 6/11/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply via email. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/04/2025
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.
On 3/25/25 I replaced my unlocked iPhone with a new unlocked iPhone and contacted Tracfone to do the change over process, something I had done before with success about 7 years ago. I was on the phone with a customer service person who assured me that the ***** GB of data that I had accumulated would transfer over within the next 48 hours. I got the name of the representative, ******, and his badge number ******. I waited and keep rechecking to see if the data carried over as I was assured it would. It did not. On 4/22/25 my husband called Tracfone and explained the situation. He had an extremely rude customer service (****, was the only information he would give her) who said there was nothing she could do about the lost data and when my husband asked for a supervisor, she said there wasn't one, and when he continued to insist, she "transferred" him, made him wait 15 minutes before the call got disconnected.I tried to fine a phone number to reach higher management at Tracfone, but was not able to. On 4/30/25 I called Tracfone again and when I asked to speak to a supervisor, they "transferred" me and then again, the call got disconnected by them. I tried a different number, a ******* number, and the same thing happened. I then tried Tracfone again and got what I thought was a helpful person, Cedrix. I explained the issue again (apparently none of our previous calls about this issue were in their system) and he assured me he would take care of the situation and would add the ***** GB of data, but it would take a few days as they would slowly add 10 GB a day. I was on the phone with him for almost 45 minutes. It it now 5/2/25 and none of the data that I had accumulated has been added and I cannot get a supervisor to remedy this situation which is why I am now turning to the Better Business Bureau for help.
Business Response
Date: 05/15/2025
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 when you transferred your service to a new phone on 3/25/2025, your data balance of ***** GB was not switched over and calling customer support still keeps the concern unresolved.

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. Upon review, we confirmed that you transferred your service to your current device on 3/22/2025 with reference number **********. In addition, your old phone reflects your claimed data balance per reference number ********** and by checking your data usage, we were able to confirm your lost data balance.

We spoke with you via phone number ************ on 05/06/2025, 5/08/2025 and 5/13/2025 where we discuss the status of your data balance. We agreed to a callback and gradually update your data balance due to system restriction. On 5/13/2025, we manage to complete the update, and your husband confirmed that no further assistance is needed. To this date, you have a total balance of 39.96GB

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 1320070197.

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: 05/16/2025

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:05/03/2025
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.
This incident occurred today, May 3, 2025. First, the service this company has been providing lately has been horrible and customer service representatives (ALL FROM THE *********** OR SOME FOREIGN COUNTRY) can do nothing. On this occasion, customer service representative refused to do anything and refused to transfer call to a supervisor. Tracfone had two accounts open within my plan. I buy cards, add time and data, easy. This company recently did something to it's customer base and the service has been absolutely horrible since than. My plan and service had two data amounts, Unlimited and *********** Unlimited ran out yesterday, 6.93 gigs was remaining on *********** It had been reduced down yesterday to about 6.47 gigs before I went to bed. I woke this morning, no data, no service!! It remains that way still. Tracfone representatives fail to even understand what the problem was!! I will not comment on how pathetic it is that this company has customer service representatives that can barely speak English, let alone understand it. It truly unfortunate this company could careless that I have no service and no internet.
Business Response
Date: 05/15/2025
Dear ******* ***:

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

Your complaint states that the 6.47GB of ********** you have has been reduced to zero data balance causing you not being able to use the service, and the required assistance was not received.

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. Upon review, your TracFone account is active, and we found that data replacements due to an unexpected system error were added to the account as per reference numbers ********** and **********. We had your data balance verified by comparing your redemption and your usage report, and it appears that your data balance is displaying the accurate information as of this writing.

We attempted to call you multiple times via phone number ************ on 05/07/2025 and 05/09/2025 and discussed your account and data balance remaining. You were provided with our findings and determined that the current data balance is correct. To this date, your account has a 2GB data balance.

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 1320155944.

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: 05/16/2025
Tracfone your response to this complaint is worthless!! It only serves your pathetic company and your pathetic system, I did not come here to be told my data missing was correct. I complained that in less than 8 hours, while I was sleeping 6.73 gigs disappeared!! I could give a s*** that your system says it was right!!! I have had 3 gigs for almost 2 weeks!! How do I go through 6 gigs while sleeping!! Your system is corrupt and stinks. Your response is worse!!!
Customer Answer
Date: 05/16/2025

Complaint: 23283148

I am rejecting this response because: Tracfone your response to this complaint is worthless!! It only serves your pathetic company and your pathetic system, I did not come here to be told my data missing was correct. I complained that in less than 8 hours, while I was sleeping 6.73 gigs disappeared!! I could give a s*** that your system says it was right!!! I have had 3 gigs for almost 2 weeks!! How do I go through 6 gigs while sleeping!! Your system is corrupt and stinks. Your response is worse!!!

Sincerely,

******* ***
Business Response
Date: 05/26/2025
Dear ******* ***:

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

Your complaint states that your 6.73 GB of data disappeared in less than 8 hours, and that you are dissatisfied with our response.

We reviewed your service plan Redemption History; latest transaction shows that you redeemed a $40 unlimited plan with 20 GB of data on 4/1/2025. A ticket was created to add 5 GB of data to the account on 4/3/2025 (ticket # **********). You redeemed a $10 3GB data add-on on 5/6/2025, and on the same day, a ticket was created (ticket # **********) to add another 3 GB of data. Lastly, you redeemed a $20 unlimited plan with 4 GB of data on 5/18/2025. As of this writing, your account has 3.93 GB of data from an unlimited plan and 1.85 GB of *********** with total amount of 5.78 GB. We compared this data to your Usage Records, and found some discrepancies which may have been caused by a systemic issue in the account. We apologize for any inconvenience this may have caused you.

We spoke with you via phone number ************ on 5/24/2025, and discussed the status of your account. We added the calculated difference in your data balance, and additional data was provided as courtesy, amounting to 7 GB in total, with reference number **********. In addition, you confirmed that the phone features are working properly.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/03/2025
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.
Cell phone got damaged and purchased a replacement wanted to put the service on it they said I needed a sim kit paid for it and called again when it arrived to activate it and then was told the device wasnt compatible so I said refund then they said they made a mistake and double checked then couldnt authenticate my account which I had already done I just need this month bill which is $29 and $6 roughly they are refusing me service and refund its crazy
Business Response
Date: 05/08/2025
Dear ******** *****:

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

Your complaint states that you have a defective phone and wanted to transfer your service to another device in which you were advised to purchase a SIM activation kit.However, upon trying to complete an activation using your new SIM kit, you were told that there was a compatible issue; since service cannot be given, you asked for a refund but was refused due to account authentication failure.

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

We spoke with you on 5/06/2025 via phone number ********** and you provide the information of your account. Upon review,your number ending in 1482 is active and we found records of unsuccessful phone upgrade requests. Meanwhile, you request a refund for your SIM kit and plans to port out your number.

Terms and Conditions regarding the Return Policy state that Tracfone does not allow returns or provide refunds for any SIM Kits or Plans you may have purchased.

While for any port out request, as per TracFone Wirelesspolicy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

To proceed with your request, we tried to let you authenticate the account, but account authentication was not completed, so we offer to have it escalated. A follow-up call was made on 5/7/2025, to supposedly obtain added information related to account authentication, but you already refuse to be assisted and prefer not to continue with the call.

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 1320066723.

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: 05/08/2025

Complaint: 23282341

I am rejecting this response because:they called just to repeat the same question as before and I said have supervisor contact me I just want my money back and my number I returned the call and asked for supervisor and was told flat out no I recorded the call and am preparing to litigate if I have to

Sincerely,

******** *****
Customer Answer
Date: 05/09/2025
They are stalling and trying to make me angry anything but real solutions I have not refused help I only refuse to repeatedly give the same information
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 5/9/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you are requesting a refund and to get you phone number back; however, you were asked the same question.

We apologize for any inconvenience this may have caused you. However, please be advised that TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

As reviewed,your phone number ending in *********************** our system. To process your request, it is best to speak with you directly.

We attempted to contact you via phone number ************ and have sent emails to ************************ on 5/12/2025, 5/13/2025, 5/14/2025, and 5/15/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply to our emails.

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

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

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:05/03/2025
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.
****** ********* **************************************** ******************** **Re: Plea for HelpConsumer Rights Violations by Total Wireless (TracFone/Verizon Value, *****, I write to you today out of desperation and in the hope that your office will intervene on behalf of myself and other consumers harmed by the deceptive and damaging business practices of Total Wireless (TracFone Wireless, Inc./*******************), a company with principal offices in *****, ********** a small business owner in **********, I have suffered substantial financial, business, and personal harm because of this corporations deliberate disregard for its own published terms and for basic consumer protection norms:**Summary of My Situation:**- I loaded and used $6,000 in Total Wirelesss My Total Wallet, purchasing multiple devices and service plans for my business, as explicitly permitted under their published Terms and Conditions.- After accepting my funds and confirming my orders, Total Wireless unilaterally cancelled all shipments, then falsely claimed wallet funds could not be usedcontrary to their contractand refused to refund me.- For over a month, despite dozens of calls and emails, and formal complaints to the Better Business Bureau and ************************, the company has kept my money,**Legal and Consumer Rights Violations:**- Breach of contract (violating clear written terms)- Misrepresentation and false advertising - Unjust enrichment and unlawful retention of consumer funds - Violations of the ************************ Act (15 U.S.C. 45)- Violations of the California Unfair Competition Law (Bus. & Prof. **** ***** et seq.)**Broader Public Impact:**My case is not isolatedonline forums and complaint boards confirm that countless other consumers and small business owners have similarly been harmed by deceptive conduct from wireless and telecom companies. As Total Wireless operates nationally, this is an urgent issue for ********
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 3, 2025, regarding BBB Case number ******** complaint.??

Your complaint states that you purchased phones using your business card, but they kept getting sent back and never received a refund.

Upon review, you purchased a ******* device on April 7, 2025, amounting to $743.02; it was delivered on April 9, 2025, with reference tracking number 1ZY902R61338524164 via UPS courier and activated on the same day. Another purchase was made on April ******, for two (2) iPhone devices, with order number *********; amounting to $677.30 and it was returned to us, as per tracking number 1ZY902R61338525350 via UPS courier. Meanwhile, the order number *********, amounting to $680.04,was cancelled due to no available stock.

Moreover, you made another phone purchase on April 11, 2025, with order number *********; amounting to $556.43,but it was unsuccessful. On April 15, 2025, you made a phone purchase,amounting to $319.74, but it was cancelled, with reference order number *********.

We have confirmed that you used the funds in your account wallet during the purchase. As per policy,the Customers Wallet balance is non-refundable and non-transferable. A Wallet balance cannot be transferred to another Account or person, nor can it be used with or transferred to another wireless service provider. Funds loaded into the Wallet cannot be exchanged for cash except where required by law. No credit card, credit line, overdraft protection, or deposit account is associated with your Wallet. We reserve the right to correct your Wallet balance if we believe that an error has occurred, and we disclaim all liability for any such errors.

Thus,we credited your account wallet for the order number *********, amounting to $297.03; with merchant reference number BRM20250417205348626. Another credit for the order number *********, amounting to $628.15; with merchant reference number BRM20250410203171182. On 5/14/2025, we credited your account, amounting to $516.18.

On the other hand, an escalation was sent to credit back your wallet for the order number *********.

We spoke with you on May 16, 2025, via phone number **************. We informed you of the aforementioned and we both agreed to continue to provide you with further assistance until all cancelled orders are refunded.

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 1320222888.???

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

Sincerely,

Executive *********************
Customer Answer
Date: 05/21/2025

Complaint: 23281504
Hello and thank you for confirming I did in fact use the remainder of the first round of refund was issue , as for the orders they were ALL SUCCESSFULLY PURCHASED and CHARGED TWICE per order TO CARD AND WALLET...
The number (559)818-2131 has been shut down and I did order a phone and distributed to drivers still with me , however due to the severity of the financial impact this misunderstanding has griefed me I'm still without a business \or a personal phone so if we can just settle.out two 1phone 16 pro Maxs , that is the phone I want but I am unable to purchase anything over 1000 , this is where the problem lies and the reason for my response is I should be able to get the phone I want with the credit I have , and should not have to bear the terms and conditions even tho it says it can reflect a change at anytime, so I'm stating that with the remaining balance of credits I want to use to purchase two 1phone 16pro maxs and I'll await for the order number
Please note email is my only means of communication since I lost the *2131 number

Sincerely,

Juan Escalon
Business Response
Date: 05/30/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/21/2025, regarding BBB Case number ******** complaint.

Your complaint states that you successfully placed orders; however, it was charged in your card and from the wallet. Your phone number ending in 2131 has been disconnected, and that you are requesting to order two iPhone 16pro Maxs using your remaining balance.

In our review,the status of the phone associated with your phone number ending in 2131, has been changed to INACTIVE. Please be advised that this status is for devices that has not been sold yet, or has been returned and scanned from at the store.We received your email on 5/21/2025, indicating that you returned the phone back to *******

In regards to your request to process an order, it is best to speak with you over the phone,or place the order online. We have sent emails to ******************** on 5/23/2025,5/28/2025, 5/29/2025, and 5/30/2025, providing steps to process the order properly.

We received you call via phone number ************ on 5/25/2025, and discussed the matter with your complaint. You mentioned you want one of the phone orders to be received. We found the latest order placed on 5/19/2025. As reviewed, the package was returned back to the warehouse on 5/29/2025. We apologize for the inconvenience. Please reprocess the order once the refund is credited back.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 05/30/2025

Complaint: 23281504

I am rejecting this response because:
How am I going to reprocess this, yes I returned the phone because of the fact that their is fraud going on within your business, so I reject your credit resolution and terminate my services and demand a payment for the funds that was charged to the now closed accounts, also further more ***** your legal analyst is a liar, saying the *** merchant charges to my cards were the refund, thats preposterous since as you mentioned the credit for the refund will be initiated when the devices are returned which takes longer then a week you would agree, while she claims the charges are the refunds which clearly she don't know jack... how can a refund be issued on the same day before their is a issue, as the devices haven't been shipped so the issue of not receiving the devices has not occurred. She is clearly sending letters with the intent of infringement , violation of my right as a consumer to due process...
I reject a credit resolution and demand the check be processed or the phones be delivered

Sincerely,

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

Complaint: 23281504

I am rejecting this response because:
How am I going to reprocess this, yes I returned the phone because of the fact that their is fraud going on within your business, so I reject your credit resolution and terminate my services and demand a payment for the funds that was charged to the now closed accounts, also further more ***** your legal analyst is a liar, saying the *** merchant charges to my cards were the refund, thats preposterous since as you mentioned the credit for the refund will be initiated when the devices are returned which takes longer then a week you would agree, while she claims the charges are the refunds which clearly she don't know jack... how can a refund be issued on the same day before their is a issue, as the devices haven't been shipped so the issue of not receiving the devices has not occurred. She is clearly sending letters with the intent of infringement , violation of my right as a consumer to due process...
I reject a credit resolution and demand the check be processed or the phones be delivered

Sincerely,

**** *******

Business Response
Date: 06/11/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you returned the phone after your bad experience with the *********** are requesting refund for the charges on your account. In addition, you mentioned that you were given incorrect information regarding your refund request.

As reviewed, refunds were processed for orders which were cancelled, while refunds for orders which were shipped out were processed after our warehouse confirmed receipt of the package.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 6/8/2025, and 6/9/2025, to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email response,providing an alternate phone number. Therefore, we attempted to contact you via phone number ************, and have sent a follow-up email on 6/11/2025.However, we were still unable to reach you via call. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/14/2025

Complaint: 23281504

I am rejecting this response because: your statements are entirely inaccurate.. so let's go play by play every order since you guys can't figure it out, which doesn't surprise me. I'm sure of it not one of you representatives could find your own rear end, if you used both hands!!
but that's neither here nor there anyways order NUMBERS DUPLICATE FOR ONE CHARGE TO TOTAL WIRELESS "MY WALLET" WHERE I UPLOADED FUNDS AND THE SAME AMOUNT IS CHARGED TO CARD ON FILE (***)

1. 4/8/2025 Iphone 16e + 5G UNLIMITED PLAN 50.00 $628.15 ORDER 2910-WAL12L105L was approved (see screenshot) and a charge was made to the card on file for $628.15 to ***20250408202409867 with verification of successful payment the same day 4/8/2025
2.4/8/25 IPHONE 15 +5G PLAN 50 AND DEVICE PROTECTION TOTALLING $628.15 ORDER 6626-60622S330T CARD CHARGED $628.15 WITH PAYMENT CONFIRMATION ***20250408202410866
4/8/25 MOTO RAZR 24 $628.15 ORDER NUMBER 6062-E0032T AND $628.15 CHARGED TO MASTERCARD ***2025043203676467
4/12/2025; 0240-TEE6I0T12E FOR A IPHONE 13 AND MOTO G STYLUS $516.81 DEDUCTED FROM "MYWALLET" AND ***20250411203676467 CHARGED TO CARD $516.81
4/15/25 3682-W11802TOO $297.03 ORDER ID FOR IPHONE 13B+5G UNLIMITED + DEVICE PROTECTION $297.03 DEDUCTED FROM "MY WALLET " ***20250415204829242 CARD CHARGED/PAYMENT
04/20/25 3071-O6L91806TE2 A9 TABLET CHARGED TO CARD $365.00 ALSO DEDUCTED FROM MYWALLET
HERE WE ARE JUNE 13TH AND NO REFUND HMMM INSTEAD THE LEGAL ANALYST IS INSINUATING REFUNDS WERE MADE THE SAME DAY WITH ORDERS, ALL ORDERS WERE DELIVERED TO **** PROCESSED SHIPPED AND THEN REROUTED FROM.******** .TO **********. TO INDIANA PROCESSED AND REFUNDED IN A DAY
Thats the extent to which they believe is a good lie, even tho tracking numbers were issued say different... thats the extent that TOTAL WIRELESS/TRACFONE/VERIZON Is instructing its employees to lie , and this is a lie they have to have meetings on or about. Their own legal analyst said that the *** NUMBERS i attached above along with with the order numbers/amounts that was charged to my card was the REFUND.
Obviously they know , all must know even management included,, and that's the best their minds can come up with or maybe they're blatantly doing this and getting away with it because BBB or FCC doesn't really enforce anything, which would render them useless as well...
But here's something you didn't know... I have a international lawyer looking into this and believe me I'm not only seeking compensation for the trauma from negligence, from causing my business to go under but from this day forward unless a check is mailed to **********************, my legal residence (************* is my business location where all my orders were sent because I needed these phones for my drivers as I mentioned I had a business ANIMAL TRANSPORTATION SERVICES OF FRESNO PRIVATE ********** IS MY EIN. ILL BE ASKING FOR PAYOUT FOR THE 13 CONTRACTS I LOST (which ranged from private party contracts AS WELL AS THE CITY OF FRESNO government) which I estimate a value of 511k combined...
So this is my DEMAND LETTER: either send the phones i ordered and never received or send the check with all the combined amount of 6k with confirmation email detailing the sending of funds.
However if I do not hear back within 2 days (not business ) well ill see you guys in court.
**** *******
Customer Answer
Date: 06/16/2025

Complaint: 23281504

I am rejecting this response because: your statements are entirely inaccurate.. so let's go play by play every order since you guys can't figure it out, which doesn't surprise me. I'm sure of it not one of you representatives could find your own rear end, if you used both hands!!
but that's neither here nor there anyways order NUMBERS DUPLICATE FOR ONE CHARGE TO TOTAL WIRELESS "MY WALLET" WHERE I UPLOADED FUNDS AND THE SAME AMOUNT IS CHARGED TO CARD ON FILE (***)

1. 4/8/2025 Iphone 16e + 5G UNLIMITED PLAN 50.00 $628.15 ORDER 2910-WAL12L105L was approved (see screenshot) and a charge was made to the card on file for $628.15 to ***20250408202409867 with verification of successful payment the same day 4/8/2025
2.4/8/25 IPHONE 15 +5G PLAN 50 AND DEVICE PROTECTION TOTALLING $628.15 ORDER 6626-60622S330T CARD CHARGED $628.15 WITH PAYMENT CONFIRMATION ***20250408202410866
4/8/25 MOTO RAZR 24 $628.15 ORDER NUMBER 6062-E0032T AND $628.15 CHARGED TO MASTERCARD ***2025043203676467
4/12/2025; 0240-TEE6I0T12E FOR A IPHONE 13 AND MOTO G STYLUS $516.81 DEDUCTED FROM "MYWALLET" AND ***20250411203676467 CHARGED TO CARD $516.81
4/15/25 3682-W11802TOO $297.03 ORDER ID FOR IPHONE 13B+5G UNLIMITED + DEVICE PROTECTION $297.03 DEDUCTED FROM "MY WALLET " ***20250415204829242 CARD CHARGED/PAYMENT
04/20/25 3071-O6L91806TE2 A9 TABLET CHARGED TO CARD $365.00 ALSO DEDUCTED FROM MYWALLET
HERE WE ARE JUNE 13TH AND NO REFUND HMMM INSTEAD THE LEGAL ANALYST IS INSINUATING REFUNDS WERE MADE THE SAME DAY WITH ORDERS, ALL ORDERS WERE DELIVERED TO **** PROCESSED SHIPPED AND THEN REROUTED FROM.******** .TO **********. TO INDIANA PROCESSED AND REFUNDED IN A DAY
Thats the extent to which they believe is a good lie, even tho tracking numbers were issued say different... thats the extent that TOTAL WIRELESS/TRACFONE/VERIZON Is instructing its employees to lie , and this is a lie they have to have meetings on or about. Their own legal analyst said that the *** NUMBERS i attached above along with with the order numbers/amounts that was charged to my card was the REFUND.
Obviously they know , all must know even management included,, and that's the best their minds can come up with or maybe they're blatantly doing this and getting away with it because BBB or FCC doesn't really enforce anything, which would render them useless as well...
But here's something you didn't know... I have a international lawyer looking into this and believe me I'm not only seeking compensation for the trauma from negligence, from causing my business to go under but from this day forward unless a check is mailed to **********************, my legal residence (************* is my business location where all my orders were sent because I needed these phones for my drivers as I mentioned I had a business ANIMAL TRANSPORTATION SERVICES OF FRESNO PRIVATE ********** IS MY EIN. ILL BE ASKING FOR PAYOUT FOR THE 13 CONTRACTS I LOST (which ranged from private party contracts AS WELL AS THE CITY OF FRESNO government) which I estimate a value of 511k combined...
So this is my DEMAND LETTER: either send the phones i ordered and never received or send the check with all the combined amount of 6k with confirmation email detailing the sending of funds.
However if I do not hear back within 2 days (not business ) well ill see you guys in court.
**** *******

Sincerely,

**** *******
Business Response
Date: 06/25/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/16/2025,regarding BBB Case number ********complaint.

Your follow-up complaint states that you were charged from your My Wallet balance as well as from the credit/debit card on file,when placing the orders. You provided the order information on which double charges occurred. You are requesting to either send the phones you ordered, or get a refund thru check amounting $6,000.

In our review, you purchased wallet balance using your credit/debit cards, and used the Wallet balance to process the orders. Orders which were cancelled got refunded back to your Wallet balance. Latest transaction shows that you placed orders on 5/17/2025 and 5/19/2025. The order placed on 5/17/2025 was delivered to ******, ** on 5/19/2025, and the one placed on 5/19/2025 was returned back to the warehouse. On the other hand, an escalation was sent to credit back your wallet for the order number 126002682.

We have been receiving emails from you regarding this matter, wherein you requested refund via check for the orders. However, please note that refunds were processed back to your Wallet balance. We will make sure to contact you once we received updates on the escalation we submitted.

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 **********.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:05/02/2025
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 am complaining about Tracfone not giving me the rewards points i earned for referring people. They used my referral code to join the rewards and got their points appeared as pending on their account . But on my end, theres nothing. I didnt get credited. Nothing in my pending points. I am supposed to get ****** points for successfully referring two people. My referral code is TKST-4C92 and my tracfone phone number is **********.
Business Response
Date: 05/16/2025
Dear Jelly San ******:

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

Your complaint states that you were supposed to get 10, 000 rewards points for referring two people.

TracFone Wireless offers a Loyalty Rewards Program (LRP), which enable customers to accumulate rewards points based on their airtime activations and engagement for different activities. Part of the activities that customers can join is referring a friend to TracFones service.

Upon review, you participated in the referred a friend program on February 16, 2025,where you successfully referred two people and was given 12, 500 points. On April 18, 2025, you redeemed a total of 11, 200 points for a phone promo code.

Moreover,you referred one person on May 2025 and your account was credited with 5, 000 rewards points on May 6, 2025. With this, we need to speak with you to provide further assistance.

We attempted to contact you multiple times via phone number ************** and email address ******************** on 5/6/2025, 5/7/2025,5/9/2025, 5/10/2025 and 5/13/2025, but our calls were not answered. We did not receive any email response from you as of this writing and we are looking forward hearing from you.

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 1320085841.?????

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

Sincerely,

Executive Resolution Department????

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