Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

3,420 total complaints in the last 3 years.
799 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:12/08/2022
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.
December 8, 2022 To: BBB of ********************************* ********************************************************************************** From: ***** ********************* (******************)Re: Reimbursement for calling cards, iPhone 7 sale, associated expenses (follow on #********)Companies: TracFone Wireless, Inc. *********************************************************** Wireless *********************** ***** LLC DBA Wireless *********************** 300 ************************************************************************************* ******************** (God knows the address)CC: *************** To whom it concerns:This seeks redress for expenses connected with the purchase of an iPhone 7 from Wireless *********************** a designated dealer for each of the above companies, in August 2022. Tracfone Wireless lifted the block on the phone and number on Dec. 2. The phone was sold unlocked for $235 and I was told that it was not connected to any program. WA said it could activate it with Tracfone, which I had a series of 90-day calling cards with since ****, or to Spectrum in-home cable and internet services Ive held since ****. WA was an agent for both and I chose to continue my non-committed plan with Tracfone.When I chose Spectrum over Tracfone for Assisted Connectivity Program funding in early September, Tracfone decided the phone purchase was part of a long-range plan with Tracfone, which locked the phone and refused to port its number before Dec. 2, 2022. I spent years avoiding a long-term deal with any company, much less Tracfone, whose customer service fell drastically after its purchase by ******* in the past year. I had dropped calls, limited and lost messaging and other errors throughout 2022 including a 2,000-mile trip in July and it got worse in the month I had the iPhone.Tracfone shut down activation, which made the phone unusable after Sept. 8. I tried to resolve it through WA, whose owner wouldnt accept responsibility for the sale, and Apple, which wouldnt intervene though WA, its licensed agent, admitted lying about the sale terms. On Sept. 9, after I waited four hours to meet with him, WAs owner, *****************, called police. Spectrum got Tracfone to release the phone number but it wouldnt unlock the phone until Sept. 19. On Sept. 20, Spectrum gave me a $25 credit toward their mobile plan and an iPhone 12.Including the iPhones, calling cards and more Im out $500. I seek relief paid to Spectum or *************** to cover the iPhone sale, calling cards, gas and other expenses. ********** now has the iPhone 7, which still has a valid one-year warranty that was violated when I bought it. Its case number is #************, the product identifier code is #***************, their phone is **************.As usual, Tracfone has no records of anything. Today its customer care representative would not direct me to the person who responded to the BBB complaint #******** in late September. Wireless Americas number is ************. Thanks and sincerely, ***** *********************
Business Response
Date: 12/13/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/08/2022, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a phone that supposed to be unlocked but it was a Tracfone branded phone. You tried to get it unlocked but the device did not meet the unlocking requirements to complete the process at that moment and you were told that you needed to wait until December 2.
We successfully spoke with you on 12/12/22 via phone at the number ************ and the resolution provided was to let you know that your phone is not eligible for a refund. The phone you requested the refund about was a branded device sold by a retailer and our terms and conditions states that we do not issue refunds for this type of purchases. The phone was successfully unlocked and you can activate it with another wireless carrier if you want. We are sorry to know that the person who sold you the phone lied about the unlocking status.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this case unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:12/08/2022
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.
In mid 2022 I was advised that TracFone was making a change in their transmitting towers and that my old Tracfone would not be compatible with the new system so they sent me a new phone ... no problem, it worked fine... however, not long there-after, the phone became damaged and Tracfone sent me a new one at no charge - that was agreeably and I was pleased -- so I sent, as per their request, my old damaged phone back with the understanding that there would be no problem in updating the new phone along with remaining minutes........ that has been the issue... I have called several times .. the latest of these (Dec.8, 2022) being that I was told that my old phone number was from another company and they could not honour my request... even after previous attempts to activate the new phone had not resulted in an issue with old number being from another company - so, they refused to renew my account and activate the new phone because of that....I ask if I could just get another number - but was told they could not do that because the old number came from another company.. but that was not the case....My issue is with the Tracfone company not honouring their original commitment that there would no difficulty in replacing my damaged phone using the same phone number.... All I am requesting is that my original phone number with Tracfone be reinstated and that my new phone be be activated...
Business Response
Date: 12/14/2022
Dear *********************;
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 08, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to retrieve the old phone number and activate it with the correct balance on your new device.

We have successfully spoken with you via phone call to ************ on 12/14/2022, and we were able to confirm with you that the issue has been resolved, as you are now able to use the phone service with the same phone number that you had before.

If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday.

Please refer to e-mail reference with ********************** and Ticket Number 1268020165.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:12/08/2022
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.
Trying to port over a number, the reps hold customers on the phone for hours, making believe that they are working on your issue, they then either disconnect the call, or claim someone will call to follow up. The cycle begins again with the new rep, with ******* having zero records of what was done, and starting the troubleshooting process from scratch, and after a hour or two they either drop the call or set up a follow up with another rep, very junky unreliable customer service. They nver call back after dropping support phone calls, I have spent many hours on different occasions, they do this all the time.
Business Response
Date: 12/15/2022
Dear *************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 09, 2022, regarding BBB case # ******** complaint.
Your complaint states that you were trying to port over your own phone number to Tracfone, however, you have been unable to complete the process.
We checked your account and we found a port in progress transaction, not completed for missing payment. The port in was completed on 12/12/2022 and the new phone was successfully activated with your own phone number.
We have contacted you on 12/15/2022 to the phone number **********; and we spoke with your wife, she kindly confirmed that the new phone and service are working properly.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1268020019. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:12/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new ******* galaxy a32 5 g tracfone from tracfone on augist 8 2022, received on august 10 2022 and returnrd it on september 1, 2022, well within the warrenty period of one month. it was defective.i have contacted them on numorus times , and they tell me that they have returned my money. i have not received ant money as of this date. the amount is $264.99 I used my **** credit card to make the purchase/.
Business Response
Date: 12/14/2022
Dear **************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 09, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive a refund for a phone that you have already returned to our warehouse.

We have contacted you on 12/14/2022 to the phone number ************; and the resolution provided was issue the refund for the total amount of $264.99 with the reference number **********, through a check that you will receive in the next **** business days.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to e-mail for reference with the ********************** and Ticket Number 1268016293.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/15/2022

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:12/08/2022
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.
Tracfone was contacted numerous times and has always refused to provide any specific details about the replacement phone that was supposed to be sent after they deactivated the ******* phone registered to this number. The ******* phone had many minutes left onn it and they were supposed to be transferred for free to a new replacement phone.
Business Response
Date: 12/19/2022
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 09, 2022, regarding BBB case # ******** complaint.
Your complaint states that Tracfone refuses to provide details about the replacement phone that was supposed to be sent after the deactivation of your ******* phone.

We checked your account and we found a migration ticket # ********** created on 05/25/2022 to ship the free phone; as per our records the phone was shipped out and activated in our system on 06/15/2022; the device is no longer activate.

We have attempted to reach you multiple times via phone ********** and via email ********************** without success on 12/09/2022, 12/11/2022, 12/12/2022, 12/14/2022 and 12/18/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1268022098. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:12/08/2022
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 use MyFamilyMobile via ******** On Wed, Dec. 7, 2022 I went to pay my service. Unfortunately I did not take a screen shot. On the website it said that MyFamilyMobile had merged with ******** It also listed that there would be no payment taken (that it would be due 1/7/2023) and that I would receive a FREE months service and a free sim card. I was advised that the website, where I was to apply for the sim card was currently over loaded and that I should wait 24 hours, which I did. When I tried making a phone call today my service had been deactivated. This has caused a financial hardship at this time. This is not the first time I've had problems. And the fact that I cannot contact in the corp office someone who is in ***** is more than frustrating.
Customer Answer
Date: 12/12/2022
Thank you for the quick response to my complaint. I was contacted by TracFone this afternoon. I called back, could not understand the person I was talking to. They did not have the reason why I was calling... I would have to go through everything again. This is very frustrating. Not very professional...

Business Response
Date: 12/16/2022
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/07/2022, regarding BBB Case number ******** complaint.

Your complaint states that your phone service stopped working even though you have service until January. Also, you were told that you need a new SIM to fix the issue but that did not work.

We attempt to reach you multiple times via phone to the number ************ and email was sent to *********************** on 12/09/22, 12/11/22, 12/12/22, 12/13/22 and 12/16/22; however we were unable to speak with you and you have failed to respond to our emails.
We checked your account and found that it is properly setup in our system, the balance is well provisioned and there is recent activity on the daily usage.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

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

Based upon the foregoing, we will close this case unless we hear from you.

Thank you for choosing **********************
Customer Answer
Date: 12/19/2022

Complaint: 18542606

I am rejecting this response because every time they've called I cannot understand what they are saying.: It would help if they had people who spoke in English. Yes, i am in "right standing" because I paid for the month. Unfortunately, again, I did not take a screen shot of the original screen. This is a moot point now that I have received the new sim card.

Sincerely,

*********************
Initial Complaint
Date:12/07/2022
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.
Not the exact date but just over a week ago I tried to add a years air time for my tracfone flip phone. I discovered that my phone had been disabled and I could not reload it. I had no idea that it had been disabled and I thought that my phone had gone bad so I went to Target and purchased another flip phone compatible with track phone. This is a phone that I use mostly just when I am traveling. I have had tracfone for over 20 years and had never had a problem. However I had not tried to use my phone or even turned it on at anytime this year 2022 because of health reasons I had done no traveling. I was shocked to learn that tracfone had disabled my phone sometime around June of 2022. When I contacted tracfone to get my remaining air time and minutes transfered over to the new phone they said they could not do that. They claim they notified me that I could no longer use that phone however never received any kind of notification that it would be disabled. If they disabled it in June and removed all my phone records then there was no way for me to know it if the only notified through that phone. I called and spoke with Tracfone support two times about a week ago and was told both times that there was nothing they could do for me about the remaining air time that I had or the extra minutes I had accumulated on my phone which was ********* minutes. When I asked to speak to their supervisor I was told by both the different people I talked to that I could not talk to anyone in a position above them. In fact one even said there was no one above them. Tracfone owes me everything I lost when they disabled my phone just because they were supposedly upgrading their phone to 5g service. How can they do this and just leave the customer out of service and suffering a loss because of their actions? I want Tracfone to resolve this situation the right way as they should have done when I contacted them.
Business Response
Date: 12/12/2022
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/08/2022, regarding BBB Case number ******** complaint.

*********************** complaint states that he had an old phone from TracFone that has been deactivated four months ago and has ********* minutes left. He discovered that it is disabled and was not informed about it. He wants to be compensated from the remaining minutes he had on the old phone and transfer it to the new phone.

We spoke with ************ on December 10, 2022, as per conversation why we did not informed him that hes no longer have service in our company. He added a one-year service plan on his old TracFone device and there are ********* remaining minutes. He wants his old minutes back on the new Tracfone device. We assisted him however, he requested a callback. We call him back today, December 11, 2022, around 11:48 PM EST at **********. We spoke with him regarding his complaint and told him that we need to authenticate his account before we proceed with the process; however, he failed to provide the answer to the security questions.

As per investigation, his old account in TracFone was affected with migration and it is not active on 6/15/2022. A one-year service plan was added on 01/16/2022. Business and **************** approved the minutes that the customer is claiming. Since, he failed to authenticate the account; we educated him that we cannot transfer the minutes to the new phone.

If *********************** should still require assistance, he 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 1268079303.

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: 12/12/2022

Complaint: 18540614

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 12/14/2022

Complaint: 18540614

Regarding my Complaint ID: ******** . I received the reply from tracfone today. I did not agree with their statements in answering my complaint. I tried to find where I could answer what they wrote but could not and apparently I hit the wrong thing in my efforts and all it posted was "I am rejecting this response because:" I would appreciate an opportunity to explain why I rejected their response. They said they had to authenticate that I was who and what I said I was. I tried to do that every way I could. However the lady kept insisting that I give her two or 3 phone numbers that I had called from my deactivated tracfone. I only made about 6 phone calls from it in the whole year and they were all back in Jan of 2023. One was to my granddaughter in **. They said that one was no good. I also called my son in ** in Jan 2023 but he has since changed phone number. I mad I believe either 2 or 3 calls to my wife at our home phone while I was on the road. The lady said they could not use that. The other calls were to ***** numbers and she said I could not use those. Every time I talked to the trackfone person I explained that I had not used my trackfone since the first month or so of the year because I had not been traveling. Plus I was told when I talked to them last week that they had deactivated my back in June. The lady kept saying I had to give here numbers I had called in the last two months. Even if I wanted to use my phone after June it would not have worked so how can I give here number I called in the last two months? This is ridicules and stupid. I have tried to satisfy them every way I can but they will not accept it. I have been a tracfone customer for over ************************************************* IF they would check with wirelessrefill.com they should be able to answer that question for them. They refuse to take my answer.

Sincerely,

*******************
Business Response
Date: 12/21/2022
Dear *******************,

This is in response your rebuttal 12/13/2022 regarding your Better Business Bureau complaint.

Research indicates that missing minutes has been added to IMEI# ***************.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/22/2022

Complaint: 18540614

I am rejecting this response because: #1 There is nothing that tells me how much of my missing minutes have been restored. #2 I also was told when I was speaking to the representatives earlier this month that they would give me a replacement phone so what happened to that? #3 What happened with the 6 months of air time that I still had when you disabled my phone? Those are the resolutions that I requested. All your last communication posted to the BBB regarding my complaint only says missing minutes were add to my phone and nothing about how many minutes. It did not mention my airtime that I lost also it did not mention the replacement of my phone that I had which you disabled.
There is no mention of what phone you added my missing minutes to and how many of the ******+ minutes I had when my phone was deactivated. I want an explanation of all that before I can agree to anything.
Sincerely,

*******************
Business Response
Date: 12/28/2022
Dear *******************,

This is in response your rebuttal 12/22/2022 regarding your Better Business Bureau complaint.

Research indicates that device IMEI # *************** and phone # ********** is active and has ****** minutes on the device. Your account does not show a replacement device

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:12/07/2022
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 October 26, 2022 I ordered a ******* GalaxyA03S from Tracfone's website. It arrived as promised but did not receive texts. After about 3 hours on the phone with Tracfone's tech support and a trip to the store to buy a new SIM card they were unable to resolve the issue. I requested a refund and a shipping label to return the phone. I did not have time to wait on a replacement. The shipping label that was promised by customer service never arrived. So I contacted customer service once again. After another 3 hours, two trips to the *** store, and countless emails with out a shipping label, I decided to send the phone back on my own. I sent it to the address in the emails from Tracfone. It arrived on November 16th. I have spoken to multiple individuals and have yet to receive a refund. Today (December 7, 2022) I called once again after not receiving a promised email containing the refund details. The Corporate representative that I spoke with purposefully messed up my current phone. After I got off the phone with her, my phone would not make or receive calls or text message. So I had to call Tracfone back and get my phone fixed. The agent that fixed my phone was also at corporate and I asked how this happened. He said the agent did not complete the update on my account. Granted I was not called about an update to my account I was calling about a defective phone that I had returned. This agent confirmed to me that the first one at corporate intentionally messed up my phone. It is one thing not to provide prompt service but to intentially mess up a phone and an account is unacceptable and should be reprimanded. All I want now is my $60 back for the defective phone I returned. I have now spent over 7 hours on the phone with Tracfone. All they do is transfer you around, lie to you, and promise you things that are NEVER delivered. I should be reimbursed the $11 for the shipping costs as well. Especially since they intentionally messed up my phone!
Customer Answer
Date: 12/08/2022
On Dec. 7, 2022 at approximately 1:30 pm I called TracFone regarding an issue with a refund (which I have already filed a complaint about with the BBB). They has promised me a call back at 1pm but that did not occur. After getting of the phone with the corporate representative regarding the refund and her telling my to call ************** and put in the pin#******, my cell phone lost service. It would only call to a StraightTalk 800 number. I called TracFone back and was told I needed to reset my network settings. I was told I would not loose anything!!! Later that night while also on the phone with TracFone, my phone disconnected. Come to find out, my account was reporting I had no minutes, 17 texts, and no data. The problem with this is that I signed up for 1 year of service with unlimited minutes, unlimited texts and 12 GB of data. Tracfone gave me **** minutes and **** texts but said they could not so anything about my data. I had used it all up and per the representative I had used it on Dec. 3, 2022. This is strange because I used an APP on Dec. 5 when I was not on WiFi, sent an email on Dec. 6, 2022 not on WiFi, and sent iMessages on Dec. 7, 2022 not on WiFi. If I had used all my data on Dec. 3, 2022 then how did all of these things work without data and not being on WiFi? I keep data off for most of my APPS so I do not believe I used all 12GBs in such a short period of time. Tracfone you have sabotaged my account and stolen my data. Please restore my data that I paid for. Refund
Business Response
Date: 12/12/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 07, 2022, regarding BBB case # ******** complaint.

Your complaint states that you have been having issues to receive a refund for a phone that you have already returned to our warehouse.

We have contacted you on 12/09/2022 to the phone number ************; and we were able to inform you about the refund procedure, as you will need to wait up to 30 days for the refund to be completely processed.

If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to e-mail for reference with the ********************** and Ticket Number 1268014203.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/12/2022

Complaint: 18538883

I am rejecting this response because: They cannot provide written confirmation that the refund is even being processed and will post on Dec. 16, 2022 as they have stated it will. So, they will also have to wait the same quoted ************************************************** to be satisfied. I cannot trust them on their word alone b/c they constantly lie. They also intentionally wiped away all the data from the account for number ************.

Sincerely,

***************************
Business Response
Date: 12/28/2022
Dear ***************************,

This is in response to the December 12, 2022, rebuttal to Better Business Bureau complaint #******** .

Thank you for the follow up about the request for a refund. The phone has not been confirmed as received.

The credit is delayed due to the phone has not been confirmed as returned. An escalation has been sent to determine the status, once the item is received a credit can be processed. Please allow up to 72 hours for an update .

A usage report confirms that the device used more that 11 GB of data. The account is not eligible for a refund. The phone number is no longer active and has been port out.

If further assistance is needed, agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number ********** For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 12/28/2022

Complaint: 18538883

I am rejecting this response because: The phone was received by tracfone. I have attached the tracking number and confirmation of delivery on 11/16/2022. I have also confirmed multiple times with Tracfone that the phone was received by Tracfone including confirming today with the executive resolutions department. I have always been told it takes 30 days to process the refund. As you can see in the attachment the phone was received on 11/16/22 and the refund has still not been processed. The phone number you are referring to in your response is not the phone number the phone was purchased for. I had two lines on my account, the one the phone was purchased for and another line which I did just recently port to another carrier. I guess I will just keep waiting.

Sincerely,

***************************
Business Response
Date: 12/30/2022
Dear ***************************,

This is in response to the December 12, 2022, rebuttal to Better Business Bureau complaint #******** .

Thank you for the follow up about the request for a refund. The phone has not been confirmed as received.

The credit is delayed due to the phone has not been confirmed as returned. An escalation has been sent to determine the status, once the item is received a credit can be processed. Please allow up to 72 hours for an update .

A usage report confirms that the device used more that 11 GB of data. The account is not eligible for a refund. The phone number is no longer active and has been port out.

If further assistance is needed, agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number ********** For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:12/07/2022
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 called 12/7/2022 .To end services on a tracphone that no longer works.I bought for grandaughter.Gave the rep the number to phone and bank account.Phone does not work so no access to any information that rep sends to phone.I explained this several times, he stated he needed the last 4 numbers of recently dialed numbers.explained again that phone does not work..At this point told cannot end services.ask if I can speak to a supervisor and told No.
Business Response
Date: 12/19/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 7, 2022 regarding BBB Case number ******** complaint.

******************** complaint states that she wanted to discontinue the service since the phone does not work.

We were not able to do further investigation due to, there were no account showing in our system using the information that she provided in the complaint.

We attempted to contact ******************** multiple times via phone ********** and e-mail ******************* on 12/9/2022, 12/10/2022, 12/15/2022, 12/16/2022, and 12/17/2022, but we were unsuccessful. He also failed to respond to our calls and e-mails.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:12/06/2022
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.
On 8/17/2022, I ordered 3 phones on the same order # through the Tracfone website. Only 1 of the phones was shipped. The other 2 phones were shown as 'pending shipment' on the tracking email I received. These phones have never been shipped and we have never received a refund for the charges for the 2 unshipped phones. We have attempted to resolve this with Tracfone several times (many phone calls) and NO ONE has been able to understand that Tracfone NEEDS to REFUND our money for 2 unshipped phones. During one phone call, they tried to claim that I had actually ordered a higher end phone worth the entire dollar amount of my order, but when I proved to them that that was not true (because the model number of the phone does not match the model they tried to claim I purchased), they sloughed it off as a 'misunderstanding.' Simply put, Tracfone owes us for 2 unshipped phones and refuses to either send the phones or refund us. When the representatives get to the point that they don't know what to do, they just hang up on me. I'm fed up. I hope you can help us get a resolution to this issue. If not, please just reduce Tracfone's rating on their business practices.
Business Response
Date: 12/16/2022
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 7, 2022, regarding BBB Case number 18534441complaint.

********************** complaint states that she ordered 3 phones on the same order # through the Tracfone website. However, only 1 phone was shipped. The other 2 phones were shown as pending shipment. Therefore, the other 2 phones has never been shipped and she havent received a refund for the charges of the 2 unshipped phones.

We received an e-mail respond from ********************** at *********************** on December 15, 2022 stating that, the issue has been resolve and the refund has been credited to her account. Thus, this case will be closed as resolved.

If ********************** should still require assistance, she 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 1267947775.

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: 12/19/2022

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.
I'm disappointed that it took nearly 4 months and I had to contact BBB to get it resolved, but the complaint is now solved to my satisfaction. Thank you.

Sincerely,

*******************************

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