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:12/02/2022
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.
I bought this phone from the Tracfone website in September 2022.Tracfone phone number: ********** I added it to my account and activated it around Sept 25. I had ****** rewards points pending for the Add A Line program. It has been 60 days and the ****** pending points disappeared, they were not added to my points total to be available for me to use.I contacted customer support at the corporate office but I could not get the agent to understand that the pending points were not added.I copied the list of my points activity and pasted it into a spreadsheet and summing all the points will show that the ****** points were not added.I currently have ****** points. Summing all my rewards points activity shows a result of ******, which is what my points total should be. The ****** Add A Line points from Sept 23, 2022 are missing. Also missing is **** Add A Line points from July 17, 2021 that were never added to my points total after pending for 60 days.Can you help me get all my rewards points? Thank you.
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 purchased a phone in our Tracfone website in September 2022, you added the new phone to your account, and you received ****** pending points for the add a new line promo, however, the pending points disappeared. We checked your account and we found your new device was activated with a phone number transferred from another Tracfone, and as per the Loyalty Reward Program terms and conditions, you qualify to get the promo points only if the new phone is activated with a new phone number; for that reason, your points were deleted.
We have attempted to reach you multiple times via phone ********** and ********** 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 1267888432. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,
Tracfone Wireless ****
Initial Complaint
Date:12/01/2022
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.
ON OCTOBER 24,2022 I MAILED A ******* PHONE ODEL #A574BL CELLPHONE TO TRACFONE BECAUSE I WAS HAVING PROBLEMS IN MAKING A CALL OR ANSWERING A CALL BECAUSE IT WOULD CUT OFF. AT THE SAMETIME, I ORDERED A NEW PHONE CALLED MOTO G PURE PHONE WHICH I GOT FOR FREE. SINCE I AM ELDERLY AND DISABLED I MAILED BOTH PHONES IN THE SAME MAILING PACKAGE ASKING TRACFONE IF MY OLD PHONE COULD NOT BE REPAIRED COULD THEY TRANSFER ALL OF THE CONTACTS FROM THE OLD PHONE TO THE NEW MOTO G PURE PHONE? I WAS TOLD BY A AGENT THAT COULD BE DONE. I HAVE A TRACKING NUMBER FROM THE ************* POST OFFICE (9536-1109-9206-2295-7852-23)i DEPEND ON THAT PHONE BECAUSE I NEED TO BE IN CONTACT WITH MY DOCTOR EVERYDAY. WHEN CALLING TRACFONE, THEY DID NOT GIVE ME A TRACKING NUMBER OR RECEIPT SAYING THAT THEY WILL BE WORKING ON IT. I NEED TO HAVE MY PHONE CAN YOU PLEASE HELP ME WITH THIS ISSUE?
Business Response
Date: 12/07/2022
Dear ********************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 01, 2022, regarding BBB case # ********.
Your complaint states that you delivered us your damaged phone to TracFones warehouse but never received your replacement device.

We spoke to you on 12/07/2022 at 5:05 P.M. est to the phone number ************; and we were able to provision your service profile and make the correct modifications to provide you with the ticket numbers that you need to be able to keep up with the status of your delivery. Were glad to know that your issue has been resolved and apologize for any inconveniences. We will always honor and value you as a customer and appreciate your feedback.
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 1267898730.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing TracFone Wireless.
Initial Complaint
Date:12/01/2022
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.
On November 30, I purchased a new ****** Pixel 7 Pro phone and a new Tracfone SIM card. I contacted Tracfone and they moved my number to the new phone. But, I've had no phone service for almost 24 hours now. I've called Tracfone 6 times and have spent more than 2 hours on the phone with various customer support staff. There is a known issue with ****** Pixel phones not being provisioned with carriers correctly. This is exactly the problem I have since my phone indicates 'no service carrier'. The problem can only be fixed by Tracfone contacting ******* to check and fix the call setup (aka provisioning) on the ******* network. Alas, no one at Tracfone will do this for me. Each time I call the agents just read instructions off their sheet and have no tech skills to even realize how absurd their actions are. For example, they will ask me to enter * command and press the call button. They don't understand that if the phone is not connected to the carrier, you can't even do a * command. All the tech support can do is read offf their sheets and they don't even know how to escalate the problem to a higher level department so that this department can work with ******* to fix the call setup. My only way of getting this fixed is to file this complaint so that the appropriate people at tracfone will finally contact ******* to fix the call setup.
Business Response
Date: 12/12/2022
Dear, ***************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/01/2022, regarding BBB Case number 18490901complaint.

Your complaint states that you bought a ****** Pixel 7 Pro; however, you have been experiencing difficulties while getting the service active.

We have contacted you on 12/09/2022, after you replied one of emails stating that, you did not received the required assistance from our **************** Team, nevertheless the issue has been resolved after you followed a personal troubleshooting. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue, we value you are doing business with us and appreciate your feedback..

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

Please refer to email reference number ******* or 1267951294.
Based upon the foregoing, we will close this matter as a resolution was provided.
Thank you for choosing TracFone Wireless.
Initial Complaint
Date:12/01/2022
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 ordered a new phone from TracFone in September of 2022, after three weeks the order was not processed and customer support could not tell me when or even if the phone would ship, I canceled the order and went with another supplier. The phone was shipped in late October, after numerous calls to customer support I was told to return the phone at my expense, $12.70, and a refund would be issued. I believe TracFone should have paid for the return postage.
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.

************** complaint states that he wanted to be refunded by Tracfone Wireless.

We spoke with **************, and we provide him information about his return postage to be refunded. That once a customer would return the purchased phone, he or she will be the one to make a payment for it. And told him that we are providing him a refund for the phone only and it will take three to five business days, depending on his bank institution. And he did agree on the resolution we provided to him.

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 old email reference number ******* or Ticket Number 1267888184.

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


Sincerely,

Executive Resolution Department
Customer Answer
Date: 12/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and although I do not agree with the response, I will not pursue the issue any further.

Sincerely,

*************************
Initial Complaint
Date:12/01/2022
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 purchased a phone for $196.04 on 11/19. Order #*********. I was chatting with an agent online helping me place the order (I wanted to make sure they had the phone in stock). Once the order was placed and the money taken off of my credit card, the agent assured me that if the phone was not in stock, it would not have allowed me to place the order. I was supposed to receive the phone within 1-3 business days. After the 3rd day, I contact Straighttalk to ask about my order since it shows pending and no tracking number, which would be provided when it ships, and was told they were unable to cancel my order and I would have to wait and refuse the shipment, at which time, a credit would be processed within ******************************************** when it might ship. I was told to contact their customer service the next day. The next day (11/28/2022) I contacted customer service and they stated the only thing they could do was enter a ticket to cancel my order and the ticket could take up to 36 hours. The ticket number is **********. I asked if I could exchange the order for another phone that they actually have in stock and was told they could not do that. I contacted them again after 36 hours and was told a supervisor would call me in 15 minutes. I did not received a call back. It has now been 13 days since I placed my order and 3 days since a ticket was entered. My order is still showing as pending, nothing has been done on the ticket and they still have my money.
Business Response
Date: 12/13/2022
Dear *****************************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/01/2022, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues to receive a refund for the amount of $****** for the phone that you purchases online that you never received.
After further investigation, we were able to verify that your refund was already process with the confirmation id ********** for $ ****** on 11/30/2022
We spoke with you on 12/13/2022 to the contact phone number ************ to provided assistance on your concern, but you mentioned that you have your money already on your bank account and no more assistance is needed.

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

Please refer to the **mail or reference number ******* or **********

Based upon the foregoing, we will close this matter as a resolution provided.
Thank you for choosing Straight talk Wireless.
Initial Complaint
Date:11/30/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my name is ***************************, i am reaching out because i recently ordered a iphone xr online from the company, "tracfone". their address is ******************************************************************** ***.i never recieved phone i only got a order number from tracfone via email. it has been saying pending remote fullfillment since november 3rd, that is also the date i purchased the phone. it is now the 30th and i still have nothing. and it still says the same tjhing. when i call tracfone customer service they either hang up on me or put me on hold for hours. when they do answer they lookup my order and tell me that theyre going to send a email to the warehouse but i never got any updates about it. i just wolkd like a refund i need a new phone and i spent a lot of money it was 200$ can you please help me?
Business Response
Date: 12/07/2022
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.

Ms. ******* complaint states that she did not receive the phone purchased and wanted to have a refund.

We spoke with ************** today, December 7, 2022, via phone number **********, at around 2:08 PM EST. During our conversation, she made it clear that she still did not receive the phone order and wanted to have a refund. We were about to authenticate the account and do the further investigation, however, ****************, already decided not to continue and she wanted to file another case.

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 1267831984.
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: 12/08/2022

Complaint: 18486004

I am rejecting this response because:
i have been calling tracfone for weeks trying to get answers from that number provided, i dont get through to anyone with info ever. when someone does answer they say theyre themanager and that the package is in the warehouse. when i asked for the warehouse number they said they dont have one. when i asked for a refund they keep me on hold claiming that theyre looking for a reason for a refund. it makes no sense i think its obvious why i would want one, they make me fee like they just dont want to give me a refund because this is a big scam. i dont want to call the number anymore its a fake number, i have proof of purchase and i want my money back for the phone i never recieved, i have proof for that as well. i want my $200 back this is crazy.
Sincerely,

***************************
Business Response
Date: 12/22/2022
Dear ***************************,

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

We apologize for any inconvenience that you encountered with the attempted order. Thank you for contacting us about the status of the credit.

The Purchase Order Number's status is still pending, so a credit was processed to the credit card ending in ****, on 12/22/2022 for the amount:$ ******. Please use the transaction reference number; 48272824QBGEB621 to confirm with the credit card company. Credits usually process within 72 hours of process and may take up to 30 days to appear on the next credit card statement.

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

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 12/27/2022

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:11/30/2022
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 8/31/22 bought a tracfone on there website and service plan. When I received the phone (MOTO g POWER) I called tracfone to activate and after several days they told me the phone was not capitible with my area do to them no longer using AT+T. They use only ******* now. Which doesn't work in my area so they sent me a return label to bring to *** store which I did on 9/17/22. They received it by 9/22/22 Received by ****** at 9:19am Tracking # 1Z6980xx9018044489. Total amount paid was $131.41 I was refunded for the service on 9/17/22 in the amount of $28.67. I have made several calls to tracfone to find out when they are going to credit my card ending in **** in the amount of $102.74 and they keep giving me the run around. Please help me to end this crazyness. The lady I spoke to on 11/25/22 said she had to create a ticket for this and told me my ticket # is my order # ******** I found out today 11/30/22 that this was all made up to get me off the phone. I will never use tracfone ever again. Just need my money refunded. Thank you for your Help *********************************** ************* this is my landline
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 November 30, 2022, regarding BBB Case number ******** complaint.

******************** complaint states that she returned a phone for refund but up to this date still has not receive her money back.

We spoke with ******************** via phone number ********** on 12/07/2022, where we submitted a refund escalation; this is after we have investigated the information of her order. We have confirmed that she placed an order on 8/31/2022 and we received the return of the device on 9/22/2022, using the return tracking number 1Z6980XX9018044489. She had to return the device for it is not giving her any service.
We performed a follow up call on 12/08/2022, to provide update on the escalation number **********; with this, we informed her that we received the approval of the refund request with the refund confirmation ID **************** and that credit post should take 3-5 business days after processing or depending on her banking institution. She was glad to have known it and no need of further assistance.

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 the reference ticket number 1267835588.

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:11/30/2022
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.
My day could be going much better, thank you, except due to the&#***;Fact&#***;that I am writing on behalf of my friend,&#***;Mr. ************#***;who has been your&#***;Straight Talk Customer&#***;during the last five (5) years and he has been having&#***;Very Severe Problems&#***;with your service due to the following reasons:Initially, he purchased a&#***;Verizon Phone&#***;and was&#***;Purchasing&#***;the&#***;Monthly Cards&#***;and for approximately the first three (3) years he has had problems with&#***;Receiving The Signal&#***;in order to&#***;Communicate&#***;and&#***;Receive Calls&#***;and therefore it caused&#***;Additional problems&#***;In Receiving The Calls.&#***;&#***;Please Note: What he has tried to do on his own in order to&#***;Receive A Better Signal&#***;are as follows:&#***;&#***;Moving The Receiver,&#***;Moving And Adjusting The Location Of The Phone&#***;and even&#***;Attaching Extra Wire To The Phone, but still could&#***;Not Get Consistent,&#***;Uninterrupted Service!In Other Words: He has&#***;Received Very Weak Service&#***;which&#***;Lead to Missed Calls&#***;and&#***;Interrupted Service!During the&#***;Last Year And A Half, the&#***;Service Has Declined Even More!Moving Right Along: When he was trying to make a call, he started to receive&#***;messages that his service was being&#***;Interrupted. Then over the phone, he was&#***;Immediately Transferred To ********************* Representative&#***;Who Advised Your Customer&#***;On The Option To Change His Service&#***;and he told them that he&#***;Wanted To Stay With The Same Card!&#***;&#***;When he went back to using his phone after they told him that his service was okay, he kept on getting&#***;Messages&#***;that his&#***;Service Was Out!He&#***;must&#***;have&#***;Spoken&#***;with&#***;Several Of ********************* Representatives&#***;at least&#***;5-10 Times&#***;about the&#***;Exact,&#***;Same Issue&#***;and&#***;Each Time&#***;that he spoke to them, he would&#***;Lose Service From 3-6 Days.&#***;&#***;They Finally Advised Him&#***;that the problem was from his phone. While he was on the phone with them, they offered to send him out an&#***;Updated Phone. He received the phone several days later and when he was following their procedure&#***;On Setting Up The Phone, the phone was charging properly and was On, but he was&#***;Not Receiving Any Signal On It&#***;No Matter Where He Moved It To From Within His Home. Since he needed phone service so bad, he unplugged the most recent phone that he had just received and therefore plugged in the old phone&#***;Whereby The Signal Worked!After using the old phone for a couple of weeks, he started&#***;Receiving Interruptions&#***;Saying That ***************** Was Out!At this point, he remembers speaking with&#***;Three (3) ******************************* Representatives&#***;and the&#***;First Two (2) **************** Representatives&#***;gave him&#***;Procedures That Failed!&#***;&#***;The Third (3rd) **************** Representative&#***;said there&#***;Were No Problems With His Signal, but rather&#***;With The Procedure! She told him to&#***;Plug In The Updated Phone&#***;And Dial *73&#***;and after doing this, so far, the&#***;Phone Has Worked!It Should Be Noted That Because Of Your Company&#**;s Negligence With His Phone Not Working Properly And/Or At All For So Long,&#***;The Following Has Happened:&#***;&#***;*&#***;He Lost ***********&#***;because one (1) day somebody was supposed to call him for his&#***;*********** Appointment&#***;which involved him&#***;Getting Into A *********** Program&#***;and therefore he&#***;Missed Out On The Opportunity for Extended ***********!&#***;&#***;* He also&#***;Lives On A Farm&#***;and has had people attempt to&#***;Contact Him For Work That Needed To Be Done On His Farm&#***;such as&#***;Repairing His Tractor&#***;and&#***;Delivering Hay&#***;and therefore that could&#***;Not Be Accomplished!&#***;&#***;*&#***;His ****** Receives Information About His Medication Over The Phone&#***;and that was&#***;Not Happening&#***;due to the&#***;Your Phone Not Working!Moving Right Along:&#***;&#***;At This Point:&#***;&#***;Your Angry And Upset Customer&#***;has&#***;Spent Quite A Bit Of Money On Your Service&#***;Which Includes Buying Several Digital Devices As Well&#***;To Try And Help His Family&#***;With This Continuous, Irritating Problem&#***;(Which Served No Justice)&#***;Over The Past Several Years&#***;and has&#***;Unfortunately Received Less Than 100% Of Your Service&#***;Due To Many Of The Reasons Indicated Above!He Definitely Deserves Fair Credit&#***;and&#***;Compensation&#***;for this&#***;Continuous, Ridiculous Problem!If&#***;You&#***;would like to contact&#***;*************************, Your Customer&#***;back directly in order to discuss his letter of&#***;Very Serious Complaint&#***;in further detail, then please him at: Landline:&#***;&#***;**************&#***;or&#***;Mobile:&#***;&#***;**************.You may also email your customer at:&#***;&#***;******@icloud.com.I am more than looking forward to hearing back from&#***;You&#***;with a&#***;Positive Response&#***;some time in the very near future.Thank you.Sincerely yours,****** *******************
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 11/30/2022, regarding BBB Case number ******** complaint.

************************* complaint states that he is a Straight Talk Wireless customer for 5 years and he has been having severe problems with the service. He had a problem receiving signal which leads in not receiving calls. He tried to fix it on his own by moving the receiver and going to another location and even attaching the wire to the phone but still could not get consistent service.

************** was contacted and we made several attempts on 12/01/2022, 12/02/2022, 12/03/2022, 12/04/2022 and we attempted to contact him today 12/09/2022, but to no success we were routed to the voicemail. Thus, we left a voicemail message. We send him e-mails but to no response.

We tried to pull up an account using his phone number subject to complaint, first and last name, E-mail address, Zip code, but to no records found. We need to speak with him to get the exact account information, so we can identify as to why he has service interruptions and to address his concern accordingly.

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 1267507465

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:11/29/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Straighttalk advertises for unlimited data and does not advertise that after 25 gb, it switches to low speed data. I have been purchasing the $45 dollar unlimited plan and I only get data for about 2 weeks. The low speed data will not even let you ****** anything
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 11/29/2022, regarding BBB Case number ******** complaint.
Your complaint states that you are having issues to use the mobile data on your device

After further investigation, we were able to verify that your account is active and well provisioned; also we check our system and found recently usage on your mobile data.

We have attempted to reach you multiple times via phone ************ and via email *********************** on 12/01/2022, 12/02/2022, 12/03/2022, 12/04/2022 and 12/10/2022 however, we were unable to speak with you and you have failed to response to our **mails.

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

Please refer to the **mail or reference number ******* or **********

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

Thank you for choosing Straight Talk Wireless
Initial Complaint
Date:11/29/2022
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.
Telling me my personal phone belongs to ******* now, and my phone will not work and I will have to agree to them shipping me a new phone or my service will not work. I have my own personal I phone I do not want their new phone and I do not want to be threatened at all ever. When I choose a carrier other thank Trac Phone I will pick it not be threatened in this way at all.
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 November 30, 2022, regarding BBB Case number ******** complaint.

Ms. ******* complaint states that she want to port out his phone number to another carrier.

As per investigation, **************** account is active in the system. The device is not supported with the upgraded network and the account has a flash message in regards with migration and account is eligible of a free phone. With this we need to speak the customer so we could address this matter accordingly.

We made multiple attempts to reach Ms. ****** via phone calls at ********** and through emails at ********************* on 12/2/2022, 12/5/2022, 12/06/2022, 12/8/2022 and 12/12/2022 but we were unsuccessful she had failed to response to our calls and emails.

If Ms. ****** would seek further assistance, she may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* and ticket number 1267587364

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


Sincerely,


Executive Resolution Department
Customer Answer
Date: 12/14/2022

Complaint: 18480301

I am rejecting this response because:

Sincerely,

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

Complaint: 18480301

I am writing about the attached complaint firstly this Company is lying in their response they have NOT emailed me, they have called the cell phone number in question, they have sent no texts to this phone. The numbers they provided with call and Pin # do NOT work. I called their head office they just cut you off. I have my own phone an I phone. I do not want their free junk phone at all. I want to know why my own purchased I phone is not acceptable.
Please note they have not emailed me at all, This information they provided does not work-************ enter PIN **** for further assistance with this matter. Then I called the number from their head office, they just hang up on you. If they cant provide service, on my existing I phone that I own. I will want to take this phone number that I have had for I believe about 20 years, and take that phone number to another carrier.

Sincerely,

********* ******
Business Response
Date: 12/22/2022
Dear ********* ******,

This is in response your rebuttal 12/14/22 regarding your Better Business Bureau complaint.

Research indicates that the device is not supported with the upgraded network and the account has a flash message in regards with migration and account is eligible of a free phone.
We will be happy to assist you in this matter.

We tried to reach you at ************ regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/27/2022

Complaint: 18480301

I am rejecting this response because: I have called the number provided and left a message. I have asked them to call me on my landline phone number. I have an I phone I do not want their phone at all. I either want them to continue to provide service, and stop bothering me about their useless phone. It states in their messages service Contract available to late 2023. Obviously fraudulent advertising I would say. I have provided in a message my landline phone number for contact by them, as they do not answer their number provided. since they seem to be having such difficulty. I will be transferring my phone number that I have had for some 20 plus years, to someone who can provide service.

Sincerely,

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

This is in response your rebuttal 12/28/22 regarding your Better Business Bureau complaint.

As a curtesy A refund of ***** was credited back to the account on file for the month of December.

We tried to reach you at ************ on 112/30/22 regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/03/2023

Complaint: 18480301

I am rejecting this response because: I have checked my balance and yes it shows paid through Feb 27th 2023, Service until May 8th 2024. I just need to pay for this plan and stop being texted a bunch of nonsense sending me free phones all the time. I love my own I PHONE. While I accept the money credited to account no where does it have resolved what my complaint was at all. Just makes no sense at all. While providing these folks my landline, they have yet to contact me at all. Rather continue to provide non reachable folks.

Sincerely,

********* ******
Business Response
Date: 01/06/2023
Dear ********* ******,

This is in response your rebuttal 01/03/22 regarding your Better Business Bureau complaint.

Research indicates that the device is not supported with the upgraded network and the account has a flash message in regards with migration

We tried to reach you at ************ on regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/09/2023

Complaint: 18480301

I am rejecting this response because: I have called and left ***** a message and my landline to contact me numerous times, I have called again and left another message on 1/09/2023. I have stopped receiving these annoying messages from them now Phone paid through Feb 27 2023, service until May 18th 2024.

Sincerely,

********* ******
Business Response
Date: 01/20/2023
Dear ********* ******,

This is in response your rebuttal 01/09/22 regarding your Better Business Bureau complaint.

The voicemail was not clear please feel free to leave your landline number below to resolve this matter ASAP.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For immediate assistance please dial **************

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********

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