Pre-Paid Phone Cards
TracFone Wireless, Inc.Headquarters
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
- 3,429 total complaints in the last 3 years.
- 799 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/06/2022
Type: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 November 26, 2022, I purchased a cell phone through TracFone's "Straight Talk" website. During the order process, I elected to trade in my old cell phone in for credit. I entered all required information in to TracFone's Straight Talk website, and placed my order. I received the new cell phone, but did not receive the trade in kit they had promised to send me. When I contacted TracFone/StraightTalk, they insisted that they did not have a trade-in program, despite one being shown here: https://www.straighttalk.com/more-options/trade-in-program During my talk with the TracFone/Straight Talk representative, I was refused any help, and the representative refused to allow me to talk to a supervisor. The cell phone cost $199, and the trade in value of my old phone (as stated on their website) is $35. I would like to complete the trade in, and receive a $35 refund for the value of my old cell phone, as previously agreed upon. The receipt for this order is attached.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 06, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive the gift card from the Trade-In process that you made when placing an order for a new phone.
We have contacted you on 12/12/2022 to the phone number ************; and the resolution provided was to add a new service plan for the $65 **************** plan as compensation, and with the reference number **********. You were satisfied with the resolution and you stated that you no longer need further assistance, as the case is resolved.
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 1268027536.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.Initial Complaint
Date:12/06/2022
Type: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 a phone, earbuds and a 30 day phone card total ****** I tried to cancel cause it did not come in time order oct 26 said 1-3 days delivery it didnt get here til nov 9.. I was total several different stories. But I did return the items that was sent still charged ****** even those the invoice only had phone and card. The math didnt add up.. I only received a refund of ******. I called and was told they do not refund taxes. I looked up cause I was a store manager for 15 plus years and we always gave whatever the customer paid back.but I found that it is illegal not to give back taxes.Business Response
Date: 12/06/2022
Please see the attachmentBusiness 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 11/30/2022, regarding BBB Case number ******** complaint.
Your complaint states that you ordered a phone but the product was not shipped on time so, you decided to cancel the order and get a refund. You received the package and returned it but, a partial refund was provided instead of the complete money.
We successfully spoke with you on 12/14/22 via phone to the number ************ and the resolution provided was to let you know that the refund was approved. We created the case ********** to request the refund and it was successfully processed with the confirmation ID ****************, it may take up to 7 days for you to receive the money. The refund was processed for $19.99.
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 Total by Verizon.
Initial Complaint
Date:12/06/2022
Type: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.
they are blocking access to "My Account" not providing the information needed to transfer the number to Mint. I never was able to set-up a pin for the account, now they won't give me the account number. They can keep the money for the next 8 mons. service, the smart phone they sold me but could not activate, and the "double mins. for life" they sold then stopped! I just want them to release my number to Mint.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 December 06, 2022, regarding BBB Case number ******** complaint.
**************** complaint states that he cannot port out his phone number to Mint because he is having some issues in getting the account number.
**************** was contacted on December 13, 2022, 4:34 PM EST and 4:37 PM EST at ********** and we have successfully spoken with him.
As per conversation, he was able to authenticate the account. Therefore, we provided instructions to follow on how to get the account number and the *** (Number Transfer PIN) successfully. We provided other option on how to locate the account number aside from going to his my account app. Since we are not allowed to divulge the information to our customers for security purposes.
**************** was able to get the account number so that he can process to port out his phone number to Mint.
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 1267944552.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless and have a great day.
Sincerely,
Executive Resolution Department
Customer Answer
Date: 12/14/2022
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:12/06/2022
Type: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.
*** placed multiple orders with them in the past few months, and some of the orders were not shipped out to me when I go and track the order. It says order pending fulfillment. Basically they are out of stock of the item, but do not want to refund me. I try to contact them at least 20 times. Ive been on the phone with them for at least 10 hours nothing seems to helpBusiness Response
Date: 12/21/2022
Dear *************************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 06, 2022, regarding BBB Case number ******** complaint.
Ms. ****** placed an order in the website using PayPal account on 07/26/2022, however, she did not receive the items.
***************************** was contacted on December 15, 2022 at ********** and she answered the phone. We informed her that we submitted an escalation request to process the refund with reference number **********. Sadly, we havent receive any response from the escalation that we sent. With this, we contacted her again on December 21, 2022, and we informed her that we need to re-submit a request to process the refund. Rest assured that we will let her know as soon as we receive an update.
Per records, Customer does not have an account. We created an escalation about the refund in reference to the ticket number ********** that is associated with the order numbers ********, ********, ********, ******** and 98026089.
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 1268069872
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: 12/22/2022
Complaint: 18531388
I am rejecting this response because:I was still not refunded
Sincerely,
*************************Business Response
Date: 01/20/2023
Dear *************************,
This is in response to the December 22, *****, rebuttal to Better Business Bureau complaint # ********** .
We apologize for any delays in receiving a refund for orders that did not complete. A check of the know orders the we could find, confirm that 5 credits have been processed.
The confirmation numbers can be provided, if necessary, once you provide the order number.
If you have any outstanding orders that have not been refunded, please contact us, and have the order numbers available for further research, and escalation. Agents are available by calling ************** 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 ********** .
Thank you for choosing TracFone Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 01/22/2023
Complaint: 18531388
I am rejecting this response because:nothing was refunded. The only thing that was refunded, but something that was refunded right away. Then, when you guys canceled my order, these orders were not canceled they were simply not shipped.
Sincerely,
*************************Business Response
Date: 02/17/2023
Dear *************************,
This is in response to the January 22, 2023, rebuttal to Better Business Bureau complaint # ********.
We apologize for the miscommunication. We are not able to locate the charges that you are referring to, and confirmed that we were able to locate 5 credits. . As previously stated, once you provide the order numbers, we can research further. The screenshot included does not provide the requested information, no further steps can be taken without the requested information.
Thank you for choosing TracFone Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 02/21/2023
Complaint: 18531388
I am rejecting this response because:I still have not received the refund. Here are the five order numbers that you requested
Sincerely,
*************************Business Response
Date: 03/28/2023
Dear *************************,
This is in response to the February 21, 2023, rebuttal to Better Business Bureau complaint # ********** .
Thank You for providing the additional Order numbers.
I was able to locate the orders, however the order platform indicates that the orders were Cancelled prior to processing.
To confirm if you were charged for the cancelled order, a review of our billing platforms is being performed. If you were charged, a refund is being requested. Please allow up to 72 hours for an update. If the order is confirmed as having failed, no credit can be processed for an order that did not complete.
Agents are available by calling ************** 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 ********** .
Thank you for choosing TracFone Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 03/29/2023
Complaint: 18531388
I am rejecting this response because:I was charged for all the orders and did not receive any of them. Im not sure why you cannot refund me.
Sincerely,
*************************Initial Complaint
Date:12/06/2022
Type: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.
It has been almost a year of struggles with Tracfone Wireless. We use Safelink through TF and I have had issues with a phone not having data ability, and no ability to receive photos. I would have to call and talk to someone and spend 2-3 hours of my life on the phone trying to get help from people whom 1) don't understand my problem 2) can't understand ME and/or 3) I cannot understand. One even yelled at me when I gave her my name because she didn't hear me or didn't understand me. I've spent countless hours on the phone or chats with this c*** company only to get nothing resolved or to only get a temporary fix and it goes back to broken. Currently we are now at ZERO data AND zero text ability. I also was made to buy a ******* SIM because the first SIM I was sent 'didn't work'. OK? Send me a new one maybe? Nope! You have to buy one says the rep. (I saw on TF's ******** page that it'd happened to someone else also!!) And for a week there *was text but still no wireless data. This company keeps getting away with taking people's money, the proof is right there on ******** and here on the bbb site. They can't keep doing this. Over a year ago Tracfone was a reputable company. They still had awful reps, but at least people had proper service and got what they paid for. So many people are going without any service, not receiving phones they ordered, getting hung up on by reps after spending over an hour working on a resolution, being promised call backs and not getting any and then having to call back and start all over again, (me included), but still* having no resolution and no refund of purchases made because you cannot speak to an actual head of company. It is bazaar that nobody is trying to stop this from happening.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 06, 2022, regarding BBB Case number ******** complaint.
Ms. ******* complaint states that her data and SMS not working and provide an enrollment number.
Upon investigation, the enrollment number in lifeline tool associated into the different IMEI and phone number, the re enrollment button is greyed out in the account and escalation was submitted in reference to this ticket number **********. Provided TAT, which is 48 business hours.
Upon review, the account is already enroll back into the SafeLink/ACP program and Ms. ****** responded to our e-mail. Reference number *******. It has stated that she just sent a text to her child's phone and her text and data service are WORKING!
Thus, we need to speak with Ms. ****** since we received three response via e-mail. Reference number ******* on the same day. This is for the confirmation since the re enrollment button in the account is no longer greyed out.
If Ms. ****** 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 BBB ticket number 1267903291.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
Sincerely,
Executive *********************Initial Complaint
Date:12/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tracfone, as part of a current promotion, is giving ****** points when you activate a new line. I have activated several lines and this is the only time my points have disappeared. I activated a line on 9/30/2022. The number is *************. The ****** points remained pending, as they should have for 60 days. Then they disappeared. I called Tracfone 2 times in the past week and was told it would be taken care of within 24 hours. The employees I spoke to said they took many notes to pass along. The attachment of my point total from 10/5/2022 shows ****** points pending, but ****** of those points were for a phone that was stolen before delivery so I did not earn those points. I did earn the ****** points for the phone activated 9/30/2022 and is still active. Please add the ****** points I earned to my balance.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 6, 2022, regarding BBB Case number ******** complaint.
Ms. ***** complaint states that she did not received the correct rewards point in adding a new line. Therefore, she wanted to add the ***** Loyalty rewards points on her account. Reference ticket created #**********.
We attempted to contact Ms. **** multiple times via phone number ************ and e-mail ****************** on 12/07/2022, 12/10/2022 and 12/11/2022, she also did call us back on 12/08/2022 and ticket was created.
Upon review today 12/11/2022 at 12:58 PM we spoke to her for the updates and she confirmed that the points she supposed to receive was already added to her account.
If Ms. **** 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 Resolution Department
Customer Answer
Date: 12/12/2022
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 do feel my complaint should have been taken care of the first time I called. The second time I called, I had to retell my story and I still got nowhere. I didn't want to file a complaint, but it seems that is the only way to obtain missing reward points. I appreciate the fast response and resolution.
Sincerely,
***************Initial Complaint
Date:12/05/2022
Type: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.
We called Tracfone/Straight Talk on November 30, 2022 to request that our phone be unlocked as it is eligible. The customer service representative ***** agreed that the phone was eligible to be unlocked and said that the process would take up to two business days to complete. She said once processed, we would receive a confirmation email and the matter would be concluded. While we were on the phone, ***** stated that they had already processed our request; however, we never received an email from Tracfone/Straight Talk to allow us to unlock our phone. This same issue has already happened each time with our other Tracfone/Straight Talk phones, so we would like Tracfone/Straight Talk to resolve the issue and get the phone unlocked as they stated.Customer Answer
Date: 12/08/2022
Hi Ms. *** *****. I wanted to let you know that Straight Talk finally unlocked our phone, so you can cancel this complaint. Thanks again for everything you do! -*** and ***********************Initial Complaint
Date:12/05/2022
Type: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 received a moto g pure tracfone around the 15th of September 2022 and everything was fine for a couple of months. I was not under a contract I was paying monthly serial number: ***************. Several weeks ago tracfone sent me a new sim card because of the merge with ******* but the sim card didn't work. I was told by tracfone corporate to just keep the phone because I purchased it outright and they would send me a new phone ready to go. That never happened. After days on the phone with them and getting nowhere, I went ahead and cancelled service completely and sent the phone back which was receive by them today. I also found out that after having no phone for 2 weeks they charged my account for 27 dollars which is supposed to be credited back. I called again today to get a refund for the phone I sent back that doesn't work with ******* and was told no! I have receipts from *** showing the phone arrived today and that my service was deactivated by tracfone. I should have never opted for tracfone to automatically take money out of my bank account because they are thieves. I have no service and no phone. I want a refund for the phone and the $27.99 they took out of my account 3 days ago.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 12/05/2022, regarding BBB Case number ******** complaint.
Your complaint states that you had a phone that you bought and we sent you a new *** card to activate on that device but the *** did not work. You sent the phone back and requested a refund for the phone and the service plan that you just paid for.
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 the replacement ticket ********** ready for us to send you a replacement phone. Your account is not eligible for a refund about the phone but we already refunded the last plan you paid for on 12/03/22 total amount $25.94.
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.Customer Answer
Date: 12/19/2022
I received an email from tracfone wanting me to call them regarding this complaint which i did. I was told that they received the phone back but would not refund the money I paid in full for the phone! They changed the service at the 3 month **** to **********mobile which never worked in my area because i have tried them both in the past. I live in a very rural area which is probably the reason for that. I had to buy another phone with att service which does work here. The bottom line is I wan on a monthly service plan, pay as you go and the phone was paid for in full period. Now I have no phone and no service with them and they also lied about the fact that I never contacted them. I called them and spoke to their overseas corporate office a week ago and I will also provide an email that i sent to them in response to this complaint I did nothing wrong, they did! I want what is fair and right, the money I paid for the phone and no further contact from them anymore. I also have an email from them stating that my phone was deactivated through 2023?! My credit was never checked by them which is always the case when you get a new service contract with any carrier. It was strictly pay as you go. Come to find out that they have a2 out of 5 star rating on ****** reviews for doing this very same thing to countless others.
Re: Tracfone's response BBB case ******** - ******************* (KMM15376369V13230L0KM)
*******************
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?
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To:
*********************************************************
*** 12/16/2022 9:15 PM
I already spoke to a tracfone rep. I sent the phone back to you which i paid for in full and i was not on a contract only a pay as you go plan. You refused to refund me for the phone. The sim card you sent me did not work because the towers were switched to **************** which does not work in my rural area. I had to buy and att phone which works in my area. You ripped me off!
From: ********************************************************* <*********************************************************>
Good day ***************
We are writing you from Tracfone Corporate Office in regards of the BBB complaint.
We tried to reach you today at the contact number you provided to follow up on your request, and provide the required assistance on your refund concern but, no answer received.
We checked and you talked with one of our agents and a resolution was provided, please let us know if you need more assistance about it. We will appreciate to have the following information sent to us in order to further assist you: contact phone number and the best time for us to reach you.
For more assistance, you may call us at ************** PIN. **** from 9 a.m. to 7 p.m. est. from Monday to Sunday.
Regards,
Tracfone Wireless.
Complaint: ********
I am rejecting this response because:
Sincerely,
*******************Initial Complaint
Date:12/05/2022
Type: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've been trying to port out my phone number for going on three days and I'm getting told different stories from different "tech support agents" who appear to be giving me the run around. The port out via another carrier (US Mobile) is showing an error. Net10wireless has told me the account number that I have is correct and when that doesn't work told me that I have the wrong account number and she "can't give me the account number for privacy reasons" I called back again and another agent tells me to go by a new sim card from ******* so they can troubleshoot that. It's obvious they want to retain my number and account.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 05, 2022, regarding BBB Case number ******** complaint.
Mr. ****** complaint states his trying to port out his number for going on three days and he was having trouble due to incorrect account number.
************** was contacted via phone number ************ and e-mail **************** on 12/07/2022, but we were unsuccessful. We receive an e-mail response from him on 12/07/2022. We attempted to contact him again via phone number ************ on 12/10/2022 and we were successful.
Upon review, we found out that Mr. ****** *** (Serial number) registered on our system and the *** found on the device did not match. Upon further investigation, the incorrect IMEI had the exact phone number and SIM number. Therefore, we asked him to check his My Account with NET10 Wireless to get the registered *** on his number. We check the account again and shows that the number has been ported out already. We contact ************** and he confirmed that the port out request is now completed.
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 1267889496.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10 Wireless.
Sincerely,
Executive *********************Initial Complaint
Date:12/05/2022
Type: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.
11/15/22-i called to request my free phone. The person spoken to failed to give me an order number, and didn't record my correct email. The phone shipped was sent to the wrong address even after I provided her with my correct address. After I spoke to an additional 9 alledged managers (from 11/18-12/01) my free phone was again sent to the wrong address in *******, and to the wrong person (*********************). This beyond reproach. Every time ( a least 9 more times) I called to get my free phone I verified my address to no avail. Their employees are English impaired, and not qualified for their jobs& they refuse to send my free phone to my correct address.order #*********, ticket #**********, **** 1ZY902R60216662808.President CEO-*********************** ******,**************************************************. Please( I'm sick and tired ) I prefer not to be contacted by any alledged managers. This complaint need to go to the very top!!! *************)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 05, 2022, regarding BBB Case number ******** complaint.
Mr. ******* complaint states that he did not received the replacement phone. It has been sent to different address and receive by someone else. Upon review base on the order number102393521, it was deliver to wrong address. Thus, ticket created to reinstate the offer with ticket number 1267030904.
We attempted to reach **************** multiple times via phone ********** and e-mail **************** on 12/07/2022, 12/10/2022 12/11/2022, 12/13/2022, and 12/17/2022 but we were unsuccessful, he has 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 *******- ticket number 1268120004.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
Sincerely,
Executive *********************Customer Answer
Date: 12/20/2022
Complaint: 18524762
I am rejecting this response because:
Sincerely,
***********************Customer Answer
Date: 12/21/2022
Complaint: 18524762As a back up all this company has to do is to simply mail my phone to the correct address which they have. Talking is superfluous!! Been there at least 10 times as stated in my complaints. I'm sick of talking to them. Action is needed not talk.Once I receive the phone then I'll communicate with them. No need to call, e, or text me until I have my free phone in hand
Sincerely,
***********************Business Response
Date: 12/30/2022
***********************,
This is in response to the December , 2022, rebuttal to Better Business Bureau complaint # ********.
Thank You for contacting us about the fact that the first phone was delivered to the wrong address. A request has been made to resend the phone. A system error is being encountered that is blocking processing of the shipment of the courtesy phone..
Please allow up to 72 hours for the error to be corrected. Then the phone can be ordered. We apologize for the inconvenience.
Once the phone is received, please activate the NEW PHONE by texting ONESTEP to ****** from their old phone. Or contact customer service for assistance.
If further assistance is needed, you can contact me directly. Additional agents are available to assist with the complaint. by calling ************** 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 Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 01/17/2023
It's been 2 month's and still no phone. All they give is talk and no action!!As a last resort, TracFone should send me money or voucher to purchase my requested phone at a local Verizon store.Due to there failure to send my phone from my last rebuttal reply I'm going to also file a complaint with the Consumer Protection Agency.In addition if I don't receive my free phone by January 21st, I'm also going to file a complaint with the ************************* for fraud.Business Response
Date: 02/02/2023
***********************,
This is in response to the January 17, 2023, rebuttal to Better Business Bureau complaint # ********.
We apologize for the difficulties in the shipment of a replacement. A check of the system indicates that the item should have been received. The issue has been escalated to confirm shipping information. Please allow up to 72 hours for an update..
If further assistance is needed, additional agents are available to assist with the complaint. by calling ************** 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 Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 02/03/2023
Complaint: 18524762There response is mind boggling.They claim the sent me a replacement phone with no date or address it was allegedly sent to.This is basically the the same boilerplate response I received in the previous email rebuttal. Also the same 72 hour waiting period.In also awaiting a response from my complaint with the *************************** I still can't believe that this company can't perform a simple task that's going on 3months!! It looks like this is heading to the Attorney General's office.
Sincerely,
***********************Customer Answer
Date: 02/06/2023
In reference to a alleged replacement phone sent to me, I need to know what person sent it and what was the *** number.Business Response
Date: 02/14/2023
***********************,
This is in response to the February 6, 2023rebuttal to Better Business Bureau complaint # ********.
We apologize for the difficulties in the shipment of a replacement.
A check of my system indicates that the phone has already been processed. We understand the frustration that you have encountered with the delays, but our process does not provide UPC codes for shipments.
Contact one of our BBB complaint agents at additional agents are available to assist with the complaint. by calling ************** 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 Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 02/17/2023
Complaint: 18524762They aren't being truthful.The first time the phone was supposed sent to me I was indeed given a UPC number. That's how I learned it was sent to another state and person.***** claims another phone was sent to me so they should have provided you with the number for tracking purposes. They obviously never sent it to me, or it was again sent to the wrong address again.*** I strongly recommend you send these complaints to the top. It's much too difficult for these underlings.I believe I indicated to you in my original complaint the person's name. It's taking way too long!!
Sincerely,
***********************Business Response
Date: 03/09/2023
Dear ***********************,
This is in response to the February 27, 2023, rebuttal to Better Business Bureau complaint # ********.
Per our conversation, you still did not receive the replacement, and have decided to use the allotment, and purchase a particular model.
You are familiar with the website, and will try to make the purchase yourself. You were provided with our credit card purchase extension for assistance. A follow up email will be sent so that you can report if the process was successful or not.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 04/17/2023
They now illegally de enrolled me in the acp program. So now I can't have internet in my apartment till next month.Customer Answer
Date: 04/18/2023
the phone With the allotment was returned for a credit for not working properly. My allotment should also have been credited but they refused to do so.The second phone purchase was covered under The allotment which cost me $108+.In addition I'm forced to reapply for ACP since they illegally de enrolled me.Business Response
Date: 04/21/2023
Dear ***********************,
This is in response to the April 17 and 18, 2023, update to Better Business Bureau complaint # ********.
We regret that it is necessary for you to reapply for *** benefits.
A check of the account confirms that the phone is active with the SafeLink program, with talk text and data. A check of *** benefits does require that you reenroll. The *** is administered by the **************************************** (USAC). We will not be able to provide the service until you are enrolled. We apologize for the inconvenience.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142Customer Answer
Date: 04/24/2023
I tried to reapply for *** and it says I can't apply for *** at this moment. Also it says we are unable to continue with your *** application.I now have no data so any future contact is by text or phone.__________________________________________________
On Mon, Apr 17, 2023, 2:45 PM ************************************ <************************************> wrote:Dear *****,
We would like to provide further assistance to your complaint with FCC.
This about your free phone upgrade and phone order concern.
We were able to speak with you today, April 17, 2023, 2:11 PM EST by
phone number **********. However, the call got disconnected and we were
unable to get hold of you again. We are very sorry if we cannot provide
a free phone at this time. On the other hand, you may keep your service
active with your new device and may continue receiving free monthly
benefits from the lifeline program.
If you wish to re-apply for the *** with SafeLink Wireless, you may
process a new application online at www.safelinkwireless.com.
If you have any questions or concerns, please contact **
at1-888-251-8169 enter PIN ****. For your convenience, our
representatives are available Monday-Sunday from 9:00 AM to 7:00 PM EST.
Thank you for being a SafeLink Wireless customer. We appreciate your
business.
Sincerely,
*****
515497
Executive Resolution Department
SafeLink WirelessCustomer Answer
Date: 05/01/2023
I was finally able to restore my ACP on 4/26-23.My refund for the free phone has not been credited as of yet. My emails are open now.Business Response
Date: 05/02/2023
Dear ***********************,
This is in response to the April 24, 2023, update to Better Business Bureau complaint # ********.
Thank You for the additional feedback, and for letting us know that the issue with the *** has been resolved.
The phone you purchased included a specified discount due to the phone that was obsolete. You were advised that you could purchase a different model phone at a discount. You were advised of the website, and purchased the phone you wanted, The added cost of the phone you chose is not refundable.
Please note that the complaint that you included in the complaint is from another government agency is being handled by the assigned agents. My research confirms that you were provided the correct information.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 05/03/2023
Complaint: 18524762Again ***** is not being truthful.The original Galaxy phone purchase is not an obsolete item,.and I did receive a refund of $217+ on its return.However my allotment ( not a discount) was not credited to my account.Due to their failure to send me my free phone allotment in November, I purchased a phone that was qualified for such, $99.99+ tax which I shouldn't have paid for.Therefore no free phone was acquired and it's cost me over $200 including my allotment overdue.
Sincerely,
***********************Business Response
Date: 05/05/2023
Dear ***********************,
This is in response to the May 3, 2023, update to Better Business Bureau complaint # ********.
Thank You for the additional feedback, and for letting us know that the issue with the *** has been resolved.
Thank you for the clarification. The phone purchase is not eligible for the free phone exchange. The free exchange was used for the website purchase that you were directed to. You were not satisfied with the phones offered and opted to get a discount on the purchase of another phone. You purchased the current phone independent of the free phone offer. The offer was in place to replace the phone that was no longer able to be used with the carrier system.
No refund can be processed in this case; and this complaint will be closed.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 05/08/2023
I need this to be reopened.Today I just received a phone from TracFone model # gpsas124dcllr.Originally I was told I could return the phone I purchased ( get credit for it,) and then they would send me a free phone.I'm not opening the package because I don't know what kind of phone is in it.ThanksCustomer Answer
Date: 05/09/2023
The phone sent was not ordered by me and it's ******* 124 DL-4g. I'm returning as refused and unopened. I called TracFone to assertain it's contents.The phone I ordered and paid for was the one I have ( ***** G300 5g ) which was covered under the allotment.I want a refund for my purchase on 3/31- $108.86 or a free phone which is the 5g *****. Alternative is just refund my purchase and we'll be even.Business Response
Date: 05/10/2023
Dear ***********************,
This is in response to the May 9, 2023, update to Better Business Bureau complaint # ********. A message was left at the contact number.
The request made for a credit, or a specific model is being reviewed. Please allow up to 72 hours for an update.
A check of the current phone does confirm the phone purchase. Were you advised that you would receive an allotment on the purchase?Do you have a case or reference number? The allotment for the purchase of a phone was used previously on the returned purchase. If the allotment was in place the allotment would have been deducted at the time of purchase. The program that issued the allotment is over. Please refer to the Tracfone Terms
To clarify, the free phone offer was for phone priced up to a specified amount. The phone you opted to purchase was over that amount,and you agreed to pay the difference. Whether a credit can be processed in being investigated.
A chargeback is also associated with the current phone purchase. Service associated with chargebacks are subject to be deactivated, until the charge back is settled. The chargeback has been sent for review. Credits are normally processed after an item has been returned, you indicate that you are using the phone. We are not able to process a credit for a chargeback.
In cases of phone replacement due to carrier **************** or technology changes, we offer the replacement as a courtesy and do not guarantee any phone style or model.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****Customer Answer
Date: 05/11/2023
Complaint: 18524762
I am rejecting this response because:I was told about the allotment for my ***** phone. I don't have a reference number but if they review their records it should be indicated.
Again, as stated previously my original purchase was refunded.However my allotment of $100 was not credited to my account.I was advised by an associate it would be deducted from my next purchase. The credit received was $217+.On the response ***** mentioned a 72 hour review for the credit and ***** 5g .This whole process was caused by them due to their failure to send me my original request in November 2022. Their excuse of the allotment being over should not apply in my case.If my reasonable requests are not granted , I'm definitely not satisfied with their response.
Sincerely,
***********************Business Response
Date: 05/24/2023
Dear ***********************,
Thank you for contacting ** again about this issue.
The phone purchase is not eligible for a refund:please refer to the following excerpts from the response to the *** complaint.050523 filed in April, which is currently closed.
In our review, records show that a free phone was processed for **************** with order # *********; however the package was delivered to an incorrect address. We reported the incident and offered a $100 discount instead, so that he can process another phone with the new network standard.**************** purchased online a ******* phone with order # *********. We have confirmed that the phone was successfully delivered, however, he returned it and a refund was automatically processed with transaction reference #********XG26YUSV.
Furthermore, **************** also mentioned that he placed another phone purchase online and would also like to get a refund for it since he was supposed to get a free phone. He requested a free return label, however,we can only provide a return label if the phone was deemed defective or malfunctioned. In his case, we confirmed that the phone was delivered properly with no reports of any malfunctions or physical damage. In fact, the phone is active and he is currently using it.SafeLink Wireless no longer offers free phones. For accounts that are affected with the network migration, discounts will be offered for selected phone models.
Mr. ******* account is still active and well provisioned under the new network standard. Account also has an active enrollment with the LifeLine program. He applied on 11/21/2015 and was enrolled on 12/17/2015, with benefits include **** minutes, unlimited text, and 4.5 GB for mobile data.Transaction records show that the benefits were properly applied with usage recorded monthly
With this response, we are closing this complaint.
Thank you for choosing Total Wireless to provide cellular service.
************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
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