Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,429 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:12/05/2022
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 bought a ******* pin from ******* for ***** by ******* which I was told bought out my current phone ******* of ***** Wireless on 11/23/2022 and tried to activate it for a month of ******* and it didnt work like it was supposed to. In total between saying the ******* pin on the card; texting it in; speaking with 4+ representatives the ******* pin didnt register as valid.On a call that lasted about 40+ minutes I was given a ticket # of ********** by a gal who claimed to be a manager who said her name was *********I then went back to ******* and they said their system wouldnt allow mye to I need my phone ******* for the month I paid for.When I call back and give a ticket # they keep saying it doesnt help and they keep asking for the ******* pin that doesnt work or for a debit/credit card to pay again.The phone number I need the month ******* applied to is ************ since I paid for it.
Business Response
Date: 12/05/2022
Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward Customer's complaint to the appropriate ******* Team.
Business Response
Date: 12/09/2022
Dear Star ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/29/2022, regarding BBB Case number ******** complaint.

********************** complaint states that he is having concern about his service plan that he purchase and cannot be added to the account after he try to add the service plan.

Upon review, the account is active in our system, but we cannot see the plan added to the account. We checked that the ticket number ********** it was all about the service plan that was scratch off.

We spoke to ******************** today, December 8, 2022, 2:27 PM EST, at ************. As per conversation Star purchased a service plan at ******* store he give us the service pin with *** ********** service plan Total by ******* $30 - Unlimited Talk and Text, 5G Data and HS/Monthly. The status was invalid and it was made by a representative. We make the service plan verified that he can still get a new service same plan as what he purchase and after account is verified we made a workforce pin to be added to the account with reference ticket **********. The service plan was added to the reserve and we educated Star that it will be added on his service end date.

If Mr. **** ******** 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 kana ******* or Ticket Number 1267899251.

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


Sincerely
Executive *********************
Initial Complaint
Date:12/04/2022
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 11/16/2022 I attempted to establish phone service through my snap benefits which was advertised as free service and equipment would be provided. On 11/21/2022 my services was activated and shipped out I received y phone. A phone days later a free android called BLU with a none working SIM card . *** then attempted to reach out to the company TracFone and spoke with a ****** who then proceeded to give me a more then hard time on receiving the proper help in replacing my sent to me destroyed SIM card I then asked to speak with a manager or supervisor in she refused to allow me to speak with one in kept rephrasing the same quote over and over stating she was more then qualified to do what I was asking even tho my request was to speak with a manager after she was not handling the call properly after a few minutes of the same thing over and over in her admitting the calls are recorded I hung up to attempt to reach a manager through a different agent I then called right back in spoke with another rep who was attempting to give me the same issues until.l stated that Ill be filing a bbb complaint but to my surprise the call was handled even more poorly then reps by the manager whos name is ***** ID#****** she stated that even tho I was sent out a phone with a broken SIM card that I have to pay for a **** sim kit to get a new SIM card that I was not eligible to a replacement even tho I repeat the phone was sent to me with a broken SIM card. My enrollment number is ********* . I would like someone from the executive office to reach out about this matter and review the recorded called in handle the employees involved accordingly, I was treated unfairly for no reason when all, I simply needed was a Sim card replacement due to the one they sent out to me being broken. It was a government issued phone that was free and now the phone company is attempting to charge me for something they sent out defective theres visible, scratch marks on the Sim card reader, and its cracked.
Business Response
Date: 12/20/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 5, 2022, regarding BBB Case number ******** complaint.

****************** complaint states that he received his Safelink free phone but its SIM card was defective and in need of a replacement.

We spoke with **************** via phone number ********** on 12/07/2022, where we created a request to replace his SIM card with the reference number **********. Upon review, the Safelink account is active and well provisioned in the network with the defective SIM. We confirmed that he has an active enrollment with Safelink and ACP (Affordable Connectivity Program) which allows him to have the benefit of unlimited talk & text plus calls to ****** & ******, 25GB total of high-speed data & up to 5GB of hotspot data. The approval of his enrollment for Safelink was on 11/20/2022 and for ACP was on 11/21/2022. We tried to contact him again for a follow up via phone call and sent e-mails to *********************** on 12/15/2022, 12/16/2022, 12/19/2022 and 12/20/2022, but with no success. He has failed to respond to our e-mails but called us back once and we provided the tracking status of his new SIM. As per tracking number 1Z85W83R0142773301, *** *********************** attempted to deliver the package on 12/16/2022 and 12/17/2022, but failed, for the receiver has moved to a new address. With this, it would be best to speak with him to resolve the issue.

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 the reference ticket number 1267878561.

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:12/04/2022
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 paid for a year of service, through a tracfone authorized reseller. The Tracfone customer portal says my service is good until 2/2023. I paid for 8GB of data about 1.5 months ago. ************************************************* to a webpage that says I have 'Run out of data', even though they also say I have 7.2GB of remaining data on their own customer service portal. I have wasted a couple of hours talking with idiots that keep going through some stupid trouble-shooting with the phone, when it's very clear that after 30 days, Tracfone's broken system is denying me access to data I already paid for. Everyone there seems to be a moron. I have never had worse phone service, anywhere in the world. I am considering porting the number elsewhere, and going with a phone company that isn't a joke.A fair resolution for the amount of time I have wasted on this issue, is service with data until the 2/2023 end of service.
Business Response
Date: 12/09/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.

******************** complaint states that he paid a year of service through a TracFone authorized reseller. His service is good until 2/2023 and paid for 8GB of data. However, the webpage says he run out of data even though he has 7.2 GB of remaining data.

We spoke with ****************** today December 09, 2022, 11:35 AM EST at *********. He stated that his internet is not working. He already went through all the troubleshooting steps but it is not fixed. We assisted him over the phone related to his concern but the phone call disconnected. We tried to call him back but to no avail.

Upon review, the account is provisioned correctly and it has enough data balance. Phone is a VOLTE device and connected to the upgraded network under ******* tower. However, system records are showing no usage indicating that phone is not working. With this, we will need to speak with ****************** for us to assist him accordingly.

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 BBB ticket number 267894253.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:12/04/2022
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.
11/25/22, a request was submitted to Tracfone to have a cell number ported to ******** mobile. Both Tracfone and ******** Mobile provide cell service under the ******* umbrella. The process to release the number for porting to ******** took 24 hours after 2 attempts. Once the porting commenced, minutes, text, and service plan were immediately ended by Tracfone. 11/26/22 ******** Mobile received the number and had issues with activating the device with the same number and stated it would take up to an additional 48 hours to complete. Since the process to activate was taking longer than necessary, ******** was asked to cancel any further work to port the number. 11/26 Tracfone was contacted and asked to reactivate the number; the agent stated the number was no longer in their possession and a new service plan and number would need to be purchased. This was less than 24 hours of unsuccessful activation with ********. A plan was bought, but service under the original number could not be provided for 24 hours, per the Tracfone agent. 11/27 a callback was scheduled to continue the port; a new agent called, but no port happened. 11/28 another callback was scheduled; no call came & no port happened. 12/3 Tracfone and ******** called multiple times over a 5 hour period. ******** indicated Tracfone owns the number in NuStar as of November 2021 and the number was never in the possession of ********. Tracfone denies having the number stating ******** confirmed the port and owns the number. A callback from Tracfone escalation was scheduled around 6:30 EST 12/3 which never happened. 12/4 spent hours on the phone with Tracfone with no resolution to porting. Meanwhile, a service plan is being wasted because the phone remains inactive and my mother is without cell service.
Business Response
Date: 12/09/2022
Dear ************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/04/2022, regarding BBB Case number ******** complaint.

Ms. ********** complaint states that she wanted to port out her old phone number to Spectrum.

We spoke with Ms. ********** today, December 8, 2022, at around 11:45 AM EST, via phone number **********. During our conversation, she provided the correct phone number that she supposed to port out to a different service provider. We verified that the phone number she wanted to port out is in return status. With this, we called the portability department to check if the phone number is retrievable. However, they confirmed that the phone number is no longer retrievable and advised me to Port out a different phone number. Thus, we informed Ms. ********* that the phone number she supposed to port out is non-retrievable and therefore, cannot be ported out. We provided her resolution to port out a different phone number; however, Ms. ********* refused the provided resolution.

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 1267889641.

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:12/04/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ********************** for over 4 years. Over those years I have had the same phone number. My phone is fairly old so I decided to buy a new one on ***** When I called tracfone to transfer my number to the new phone on December 3rd at about 6pm, the lady stated that the phone number was transferred to the new phone but I would not have service because I did not have the *** card that the phone was registered under. Because I bought this phone from a third party seller, we decided to have my number switched back to the old phone so I had a working phone until we could work something out with the seller. In the process the call was dropped from tracfones end. We waited a little hoping that the technician would be able to complete the transfer back; however, this did not happen. We called tracfone support again, just a couple hours around 9 or 10pm, and they stated that because we could not verify the account for the *** card that we did not have they could not transfer the number back to the old phone. Because of all of this, the phone number is no longer linked to our account. Also the new phone was not put on our account. In addition to losing the phone number, the transfer also moved about 22.00GB of data and almost 15 days worth of service. We are now stuck without a phone. We simply want all of this madness undone so I can have my number back; however, if no resolution can be made we are willing to settle for $150 to cover all the data and time that was left on the phone.
Business Response
Date: 12/09/2022
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.

************** complaint states he process an upgraded to the new phone he purchased through ***** however he did not have the *** card that is registered with the new phone, so he decided to transfer back his number and service back to the old phone. In the process of returning the number back to the previous device, the call dropped and the transaction was not completed.

************** was contacted via phone number ************ on 12/07/2022, and it was successful.

Upon review, we found out that ************** issue is already fixed. We contacted him to get the account, which is not indicated on his complaint to further investigate. He states that one of our representative called him and offered assistance and his concerned is already been addressed.

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 1267322159.
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: 12/09/2022

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:12/03/2022
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.
Bought an unlocked phone and tried to transfer service to the phone ,Although minutes and text transferred fine, lost most of the data balance. I believe i had data between *****gb. not sure of exact but definitely had some good balance.The rep kept lying , he didnt have any record of data and gave 400 mb. claiming he didnt find any balance same as what i mentioned.Unfortunately because of their poor system records i'm loosing nearly $150.Looking for resolution on this issue.
Business Response
Date: 12/09/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 04, 2022, regarding BBB Case number ******** complaint.

*************************** complaint states that he bought an unlocked device and transferred the service from his old phone to his new device, only the minutes and SMS units were transferred fine, but about 15GB to 20GB estimated data was lost.

As record shows, the account is active and showing that theres a data usage with available balance of 5.54GB. In addition, Mr. ******** added a service plan on his old device with ********************** $125 - **** Minute, **** TXT, **** MB / 365 Access Days - Smartphone Only (Activation Promo) and with Port Credit of **** Units on the same date before the upgrade happened with a reference number ********** on 12/02/2022.

We spoke with ****************** today, December 7, 2022, 12:23 PM EST at **********. As per conversation, he successfully authenticated his account. We called for support from BAFM ******************* and ***************** *********** they were not able to get the balance of the data but only the usage. We were able to checked the usage from 11/02/2022 to 12/02/2022 which is 3GB of data was being used up. Furthermore, we informed ****************** that we cannot add the data that he was claiming since we already added the correct balance based on this reference ticket number ********* added on 12/05/2022 and he agreed.

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 Ticket Number 1267883572.

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

Sincerely,

Executive *********************
Customer Answer
Date: 12/09/2022

Complaint: 18520668

I am rejecting this response because: Tracfone couldnt provide proper book keeping. They keep claiming their records which customer cant see and verify if thats true.
Imagine a bank account,where you dont have bank statements and bank suddenly says,you dont have any money in your account. This is exactly what happened to me.
Customer buy minutes and data ;they do not have proper book keeping of what customers had on every month. Clearly in my case, they couldn't tell me my balances end of each month that i asked. Everytime I call each customer care gave a different answer.
This is 21st century, Just because i bought a new unlocked phone and transferred my service,i spent nearly 5 hours talking with reps and lost the services i paid for.
I was frustrated with their responses and said i give up .The person gladly accepted this and closed the case.
Good luck Tracfone ! Basic book keeping of customers records cant be maintained.
Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.

********************************* many attempts have been made but unsuccessful in reaching you.

****************** ******** complaint states that he bought an unlocked device and transferred the service from his old phone to his new device, only the minutes and SMS units were transferred fine, but about 15GB to 20GB estimated data was lost.

********************************* on December 21, 2022 we added 25 GB of data to account phone number ************.

Your Balance Information;

Minutes Balance **** minutes

SMS Balance **** units

Total Minutes Balance **** minutes

Total SMS Balance **** units

Total Data Balance 25 GB

Thank you for choosing TracFone Wireless

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/23/2022

Complaint: 18520668

I am rejecting this response because:I still don't see 25gb

Sincerely,

*****************************
Business Response
Date: 01/09/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.

********************************* many attempts have been made but unsuccessful in reaching you.

*************************** complaint states that he bought an unlocked device and transferred the service from his old phone to his new device, only the minutes and SMS units were transferred fine, but about 15GB to 20GB estimated data was lost.

********************************* on December 21, 2022 we added 25 GB of data to account phone number ************.

Your Balance Information;

Minutes Balance **** minutes

SMS Balance **** units

Total Minutes Balance **** minutes

Total SMS Balance **** units

********** Balance 25 GB

Thank you for choosing TracFone Wireless

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Initial Complaint
Date:12/03/2022
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.
Included in this transcription of a recent chat is the description of my problem/complaint.ON 11/30 2022 the following CHAT took place with a Tracfone CSR:Tracfone: Hi! How may I help you today?You: I have had a new ******* phone, purchased through Tracfone, for over a month. Order #*********. Since activating, i have had multiple problems, the latest being paying additional SMS capability but my account shows 0. Not only that, my new phone doesnt even show up on my dashboard. Help?Tracfone: Thank you for contacting TracFone. Our hours of operation are Monday-Sunday 8am to 11:45pm. If you receive this message during normal operation hours, our chat agents are helping other customers. Your position is 19 in the queue.******: Thank you for visiting TracFone Wireless.******: ***********.******: I understand. Provide me your first name and phone number.******: It looks like youve been unresponsive for a while. Are you still there?You: I'm here.You: Name: **** You: PHONE: ************ ******: ****, ****.******: Do you have the phone with you?You: I'm using it niw.******: Is the issue with texts or picture texts?You: Graphics. Plenty of texts.******: I didnt understand that.You: I purchased 1g and my account was charged on 11/24, but it hadnt tegistered on this phone.******: I sent a six-digit text message to your phone. I need the code.You: ****** ******: ********************* was applied and used. You currently have 0 data balance.You: That is what I told you ******: Picture texts won't work without data balance.You: It was NOT applied to this phone ******: It was.You: So, I'm lying? Your CS skills need some work.******: I provided the information before.You: There is NO earthly way ... I haven't been able to receive or send graphics since befire my purchase on 11/24.******: Alright.******: Is there anything else that I can assist you with?You: Yes. Get your suoervisor, please.******: We don't transfer the chat.
Business 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 03, 2022, regarding BBB Case number ******** complaint.

******************** complaint states that she was having problem with her text, data and MMS.

We spoke with ****************** on 12/13/222 at ********** and we tried to perform troubleshooting steps to enable her phone features but we were unsuccessful because we got disconnected.

As per review, ******************** feature is all provision in our system, however she dont have data balance remaining on her account. She claimed that the data plan that she purchased on 11/24/2022 did not reinstate her data service. We directly check her daily usage and found out that it was used accordingly.

We attempted to reach ****************** multiple times via phone ********** and email ******************** on 12/12/2022, 12/16/2022, 12/17/2022 and 12/202/2022 but we were unsuccessful, she has failed to respond to our calls and emails.

If ****************** should still require assistance, she can contact ************** enter PIN (**** or *****. 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 1268191422.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:12/02/2022
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.
I was told I made a transaction on Nov. 4th or 5th for minutes on my phone. Tracfone claims I bought the minutes and the bank made a stop payment on it. The charge in question was for 500 min. for $65.02. The problem is; i had just purchased 2-3000 min. Cards off of **** (I provided a screen shot of the purchase to the company) for $68.99. I have no recollection of this transaction so I checked the bank ************ *** asked about the dates in *************** claim there were no transactions on or about that date where funds were ****************** nothing stating I bought anything for $65.02 for months. I also contacted PayPal whom I also use online religiously and inquired. Theres nothing! They have no withheld funds or anything being purchased on the dates in question or nearby for $65.02! Nothing even close to that for the entire month and a half. I told ***************************** gave me the option to get a bank ***************** it to prove i dint do this. My bank cannot email! They would fax however but tracfone won't accept it. Tracfone won't stay on the phone so I can contact my bank to resolve this, they won't tell me the last four digits of the card used, they won't allow me to speak to a supervisor,and they won't accept the fax from my bank. I asked them to remove the 500 min. From my account but they're trying to say I used it, THERES NO WAY, I JUST put **** min on my card so I KNOW that I didn't use it and I'm paid up til ****. They told me that I have to pay them $65 in a money order or request the reverse of a chargeback, which i did but he then said no and I had to give him $65!
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 02, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to reactivate your account, as it was deactivated due to a chargeback made on your account for a purchase made on Ebay

After further analysis, we were able to verify your account, which is currently deactivated, as it needs to be investigated by upper management to get the correct resolution. An escalation has been created for future follow up, so you can use the phone back again. To further assist you, we will need to be in a call with you.

We have attempted to contact you via phone call to ************ on 12/19/2022 to provide you with the latest update on your case, but you were not able to respond to our call. We sent you the updates through e-mail to ************************* so you can verify the resolution provided.

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 1268005892.

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 01/31/2023

Complaint: 18515628

UPDATE: As of today, Jan. 28, 2023, Once again my phone is unable to make any calls! Whenever I try it says no mobile service is available. This is the worst service I have ever received!!! I feel they are doing this to me on purpose hoping that I will give up and just accept their mistreatments but I have plans to go as far as I can to establish a pattern of their abuse of power in these situations and how awful they treat their patrons. This is NOT the first time I have been shorted by tracfone.

On Fri, Jan 27, 2023, 6:07 PM ************************* wrote:
The problem with tracfone seems to be that they will not accept that THEY MADE A MISTAKE! They are trying to give me as rough of a time as possible to get back what I already have paid for. I have proven there's been no wrong doing on my part at this point. Now they have dragged their heels reinstating my service for 2 months from Dec. 2, 2022 to January 20th 2023. Now they're refusing to give me the services I've not only paid for but they gifted me a tiny sum ontop it.
I have a text sent by them to me stating what I am owed. I have already submitted it to the BBB. Now they are saying they won't honor what they gifted me nor how much I paid for but they want to cut a large chunk of it away simply because its "policy" when there's over ****** minutes not to reimburse it back even when its owed?! I have never heard of such a policy nor did I get any warning this may happen. I was supposed to get my FULL reinstatement of all that was due according to the person I spoke with on the phone. However when she tried to get these reinstated only partial amounts showed on my account during our conversation. She claimed there would be an update that would happen over night that should bring this whole bad scenario to an end, but it didn't. The amount that was visible the following day showing on my account was still incorrect so I called back. I spoke with a male on the phone that told me they would not give me what I was supposed to get simply because they had a policy that they don't reimburse people with such a high amount of minutes, SMS, DATA, and service end dates. So even though they took back what they gifted me, now they even took what I paid for! I explained i had done nothing wrong to lose so much in the first place, he said his hands were tied and I had no recourse! When I asked to speak to a supervisor, (he had expressed during the call he was in contact with his supervisor ) now he claimed He WAS the supervisor and there was no upper management team i could speak with either. Tough luck! I don't understand what business can stay operating under such shady dealings? How can they just take from people and say that if u pay for something and they decide its too much, they have the right to deduct as much as they see fit simply because they think u bought too much??? Any time they have called my home they call without any notice and say I'm unreachable. I have an answering ************** never left a message stating when they might call back! When I call them, I have to go through this long drawn out process of automated services go through multiple people who often have to transfer my call to another area of their support and they hang up on me over n over during transfers. Then they say they're trying to "Help" me? I just don't see help?

Sincerely,

*************************
Business Response
Date: 02/27/2023
Dear *************************,

This is in response to the January 31, 2023 rebuttal to Better Business Bureau complaint # ********.

Thank You for the additional feedback about the shipping delay of the replacement phone. We apologize for the difficulties that you encountered with the process. We do have a chain of command that is used when a customer requests to speak to a supervisor or manager, and you should have been transferred according to the guidelines. The process is being forwarded to management for review.

A check of a second BBB complaint filed with the same contact number indicates that you did receive the phone.

To complete the activation; if needed agents are available to assist with the complaint at ************** and use PIN **** when prompted. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST, and refer to Ticket number, refer to Ticket number **********, as a reference.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 02/28/2023

Complaint: 18515628

I am rejecting this response because:
Let me be clear: I NEVER RECEIVED A NEW PHONE FROM TRACFONE. I RECEIVED A SIM CARD ONLY! I'm able to use my phone as it is and didn't use the card. If there's some reason why this sim card is supposed to be used, I need to know? Otherwise, I am still struggling with Tracfones inability to keep my phone in service dependably. Every few weeks or so, I'm once again I was without service with no explanation. I have to spend hours on the phone trying to get it fixed because I'm refused the ability to speak with the upper management team as instructed. The last time i did this troubleshooting steps with tracfones support, I was instructed to delete my network information and reset it back to factory. Once i did, the phones settings were changed and it automatically used up all my "paid for" data! This is AFTER I had already lost almost half of the data I had simply because tracfone decided not to give it to me when my phone was INACTIVE and unable to receive calls n only used my home wifi. I wasn't warned this could happen so once again- I HAVE TO LOSE! Because of this, I am not willing to say that I am satisfied with tracfones outcome. When I am able to regain a DEPENDABLE SERVICE that doesn't shut down intermittently and require repeated long phone calls with Tracfone or lose my minutes, data, and SMS in any way, I will agree.
Sincerely,

*************************
Initial Complaint
Date:12/02/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today I activated a new phone on my account under the "add a new line - get ****** points" promotion that has been going for months. After I added the new phone the ****** points were NOT added to my bonus points - only 20 points were added. This is not the first time this has happened to me - or others as it is widely discussed in the forums.Calling support got the usual - "wait 60 days and maybe it will show up" - which is nonsense as I have been told this before and the points don't show up. It seems they hope you will just forget - and after fighting with them for months on one a year ago - I did give up and lost **** points - got tired of the endless run around.All I am seeking is that Tracfone fulfill their advertising and promises and give me my ****** bonus points.
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 02, 2022, regarding BBB case # ******** complaint.
Your complaint states that you activated a new phone, and you added the new line to your account under the add on line promotion to get ****** points and the points has not been added to your account yet.
We checked your account and we found the new line added and activated on 12/02/2022. The line remains active and we manually added the missing promo points to your account with a pending period of 45 days.
We have attempted to reach you multiple times via phone ********** and via email ************************ without success on 12/07/2022, 12/08/2022, 12/09/2022, 12/11/2022 and 12/14/2022, 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 1267880797. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,
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:12/02/2022
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.
total by ******* Date of service 10/29/2022 10/01/2022 09/01/2022 Amount paid $176.9 Business commited to provide wirelessservices until Nov 30,2022 total by ******* deactivated my service by mistake and refuse to reactive it.total by ******* refuse to solve the problem, told me to deal with it. and refuse to transfer my phone, refuse to provide any solution.account:**************** ********** **********
Business Response
Date: 12/02/2022
Please review attached document as a response to complaint.

Thank you!
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 11/29/2022, regarding BBB Case number ******** complaint.

Your complaint states that your phone service was deactivated and Total by ******* refused to reconnect your line.
We attempt to reach you multiple times via phone to the numbers ************ and ************ on 12/10/22, 12/11/22, 12/12/22 and 12/13/22; however we were unable to speak with you and you have failed to respond to our emails.
We checked your account and found that both phone are active and well provisioned in our system.
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.

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