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.
801 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:11/29/2022
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.
11/21/2022 i made a purchase on straighttalk.com for an IPHONE XR reconditioned and a $35 dollar phone card totaling $148.50. I never received a confirmation email from straight talk only from paypal who i used to pay with. The item has not come. *** called straight talk several times and am refused help and told they cant find this order with any of the info i give. Im refused a manager and get no help. Attached is my receipt clearly showing where i in fact was charged.
Business Response
Date: 12/05/2022
Dear ***************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 30, regarding BBB Case number ******** complaint.

Ms. *********** complaint states that she ordered an iPhone XR reconditioned and an airtime plan on 11/21/2022, through PayPal but has not receive the package yet.

We spoke with ************************ via phone number ********** on 12/01/2022 and 12/02/2022, upon receiving the e-mail message sent to ************************ The first time we talk, an escalation was filed for her order, since she was unable to provide the order number that can help us conduct further investigation about its status. Reference number **********. After almost 24 hours, an update was received that the order was cancelled due to stock shortage. Therefore, a refund was processed. Refund confirmation ID: *****************. During our latest conversation, ************************ also confirms that she received an e-mail with the details of the refund. Apparently, she was not satisfied about not to have the device; thus, we tried to offer the other iPhones currently available in our brand website but she declined.

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 ticket number 1267498358.

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: 12/05/2022

Complaint: 18480002

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:11/29/2022
Type:Customer Service 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.
Previous complaint filed KMM15355810V75120L0KM many contact emails and calls placed to Tracfone - only answers are scripted responses that completely ignore the fact that a purchase was supposedly placed on my account and then charged back by Mastercard - their action was to deactivate my phone, and overlook the remaining service prepaid until 3/22/'23 including ************************************************************************************************* repeat all details and be denied appropriate reactivation of the line. Their incessant and only response is: "send more money, I have no other option". Most recent email heading= Re: {External} Error on Tracfone account ************ (KMM15355810V75120L0KM) Even they called it an error - so there has to be a solution.
Business Response
Date: 12/02/2022
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 29, 2022, regarding BBB case # ******** complaint.

Your complaint states that you have been having issues to reactivate your device, as it was mistakenly deactivated for a credit card transaction.

We have contacted you on 12/01/2022 to the phone number ************; and we were to confirm with you that the issue has been resolved, as per conversation with you, you are now able to use the phone service properly and you have the correct balance on it.

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 **********.

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 12/02/2022

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:11/29/2022
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.
Since the week of Thanksgiving I've been trying to keep my old Tracfone number and services and activate my new phone, iPhone 13 mini, purchased from Apple. Before this activation, I've done my husband's iPhone SE 2022 by using Tracfone website, so I thought mine's no problem, too. But this is the worst experiences I ever had/have with Tracfone representatives. They are not able to transfer my old phone number and services from my old iPhone. On the contrary they wiped out my all services, Data **** GB, Talk ******, Text ******* GB on November 24, 2022. I begged several people to recover, but they gave me excuses.
Business Response
Date: 12/05/2022
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 ******** complain.

**************** complaint states that hat she is trying to activate her new phone with her old phone number, but it was unsuccessful and she lost all her services.

We spoke with ************** on 12/01/2022 at **********. As per conversation, we confirmed that the phone was active with the number she wanted to keep. We also confirmed that all the services were working call, text and data.

Upon review, the phone was active with the phone number that ************** wanted to keep. Moreover, the phone was provision in the system.

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 Ticket Number 1267497331.
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: 12/05/2022

Complaint: 18477929

I am rejecting this response because:
The amount received Data and Talk are less than before except Text before attempting transfer from my old iPhone SE 2nd to iPhone 13 mini. I bought another SIM card from your website because your staff failed to activate my iPhone 13 mini. However, I decided to choose another carrier with reliable support. I didn't want to loose my phone number and all service data/minutes/text, so I asked one of your staff to transfer to my husband's old iPhone SE 2nd. However, I didn't any service, all 0s, on the phone number. I was so nervous to go out without a phone, thus purchased $15 Smartphone 500 MB Plan. But where is it?
Sincerely,

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

This is in response to the December 5, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for any inconveniences that you may have encountered with our services, and appreciate the additional comments and feedback. Thank you for the additional comments.

A check of the number ending with **** has been compensated with additional Talk, Text, and Data, and the due date has been extended to equal the airtime purchase, and the balance from the previous account has been restored. If a different account is involved, please confirm the mobile number and the **** of the account involved.

If further assistance is needed, you can contact me directly and, 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: 12/21/2022

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.
Thank you for your help. I deeply appreciate your services.

Sincerely,

*************************
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.
On 11-24-22 I purchased a phone SIM card and service plan card to activate my phone which I had checked and was compatible with the network after two hours. I was told to purchase a new phone which I did and was activated. I lost that phone on 11/28/22 and now they say I cant validate securely questions the only question asked at activation was for a four digit PIN number which I gave them but they want the last 2 phone numbers called and I dont know the numbers cause I dont have the phone and all anyone will say is sorry unfortunately we cant process request unless security is validated they shouldnt have set it up if they were going to say that they stole my money and have my iPhone I was trying To activate locked somehow and I cant use it
Business Response
Date: 12/08/2022
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 29, 2022, regarding BBB case # ******** complaint
Your complaint states that you lost your phone on 11/28/2022 and you have been unable to lock it because you cannot validate security questions to authenticate your account.
We checked your account and we found the lost phone remains active in our system and as per daily usage the service is being used. We need to provide alternate options for you to authenticate your account and deactivate the phone; however, we need to talk with you.
We have attempted to reach you multiple times via phone ********** and ********** and via email ******************* without success on 12/01/2022, 12/02/2022, 12/04/2022, 12/05/2022 and 12/08/2022, 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 1267516666. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by *************************************************************
Initial Complaint
Date:11/29/2022
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 had a trac fone for about 15 yrs and have never been so frustrated trying to resolve a problem that they themselves created. My phone is old-very, very old. Recently, it has become too old to be compatible w **************** and trac fone deactivated it. They did this w/o notifying me in any way. They also let my number ( the one thats associated w/ the sim/serial # of this phone and the one Ive had for the whole 15 yrs or so) go. And by go I mean its gone and cannot be retrieved. Also w/o notification. Apparently, Im eligible for a free phone to replace my defunct one. And my minutes are supposed to transfer over. Ive been calling them repeatedly since September and have talked to no less than 15 separate people whove assured me they can reactivate my phone and retrieve my number. Some of them drop the call and never call back. Some tell me to wait up to 4 hrs and start the **************** again. I have spent hours on the phone. *** even pleaded to talk w someone from ***************** and nope. I have ******* minutes on my phone that I fear *** also just disappear like my phone number. I am frustrated beyond belief.
Business Response
Date: 12/05/2022
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 the phone has been deactivated due to the Network Migration and after the deactivation you have not received the replacement free phone. Also, during the process the phone number got lost and it has not been able to be recovered.

We have contacted you on 12/02/2022, and we confirmed no Device has been delivered yet; therefore, we started the shipping process with Reference Number ********** in order for you to continue using our services with our upgraded network.

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 1267516638.

Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing Safelink Wireless.

Customer Answer
Date: 12/06/2022

Complaint: 18477575

I am rejecting this response until I have:
*received the replacement phone
*it has been successfully activated
*my original phone number has been retrieved
*and my ******* minutes have been successfully transferred to the replacement phone.
these are the issues that your representative assured me would happen and said they would follow up with me once I received the replacement phone. Until then, these items cannot be resolved as they havent happened yet. Thank you.

Sincerely,

*****************
Customer Answer
Date: 12/12/2022
Ive attached a picture of an email I sent to tracfone on Wednesday. Ive not heard from them since.
Business Response
Date: 12/19/2022
Dear *****************,

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

Research indicates that replacement device IMEI #*************** is activated.
We attempted to contact you at ************ but was 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 call at **************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

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

Complaint: 18477575

I am rejecting this response because: I will be sending a separate email.

Sincerely,

*****************
Customer Answer
Date: 12/27/2022
This is what has happened since my last email (12.11.22). On 12.16.22, ***** called to confirm I had rec'd my new phone only to find that it was just shipped the day before (12.15.22) and I was to receive it on 12.19.22, and she'd call back on the 20th to verify as well as move my phone number and minutes over. I did indeed receive it on the 19th by UPS. While trying to set up the refurbished (not new) phone, it crashed several times. When ***** called as expected on 20th, I explained the crashing issue and the fact it wasn't a new phone. Since the phone was under a 90 day warranty, she offered to send me a pre paid label to exchange the phone. ***** left me a message 12.22.22. I rec'd the label 12.23.22. ***** says the replacement phone will be better. Though frustrated w/how long this is taking, I do think ***** is trying to make this turn out right...and I appreciate that. I will send addl info when the phone is on its way back to tracfone (which should be Thursday).
Customer Answer
Date: 01/03/2023
Updates this week
On Tuesday 27th, I received a follow up phone call from ***** about the message she had previously left on the 22nd. I let her know I had received the prepaid label and would be posting the return phone on Thursday. Shell be following up on Tuesday next week (I believe). I did indeed ship the warranted, refurbished phone yesterday (12.29.22) via *** prepaid label.
Customer Answer
Date: 01/31/2023

Its been a little bit since my last update but here goes.
I received a replacement phone (another refurbished one). ***** has been persistent in connecting with me making sure all my concerns are being met-including previous benefits associated with the original phone. She has been great and I appreciate all her assistance in working this through. As long as the newest (refurbished) phone holds up, I believe we are within a phone call or two in closing this complaint.

Business Response
Date: 02/03/2023
Dear *****************,

This is in response your rebuttal 01/31/2023 regarding your Better Business Bureau complaint.

Research indicates that replacement device IMEI #*************** is now deactivated

We attempted to contact you at ************ but was unsuccessful. A voicemail was left with my contact information.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 02/16/2023
The newest phone is active, my minutes were successfully attached, and the phone number that came with it is acceptable. Thank you for helping me with all this.
Initial Complaint
Date:11/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I activated a new line on 11/5/22 with a prepaid year plan. According to their advertisement at their website, I'm eligible to receive ****** loyalty reward points as I'm enrolled the program.I have made half dozen calls and talked to 2 managers and 4 different agents in 4 weeks. In the process I learned that Tracfone has made some serious mistakes and messed up my account. That led to me losing ***** points for adding a new line. Based on their policy Im qualified to receive ***** reward points. There's simply no reason they didn't or couldn't issue the points back to me. I spent hours and hours trying to reason with them, yet without prevail. Super frustrated and disappointed. Waisted too much time.I hereby request my points return or my money ($125.00) back.
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 11/29/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have not received the ****** points for the Add a line Promotion.

We have attempted to contact you to the contact number *********** and email sent to ******************** on 12/01/2022, 12/02/2022, 12/03/2022, 12/04/2022 and 12/07/2022; however, we were unable to reach you, as you have failed to respond our calls and emails.

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 Ticket Number 1267502690.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/08/2022

Complaint: 18474197

I am rejecting this response because:

Sincerely,

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

Complaint: 18474197

I received the response from the business via BBB. They lied about what they claimed they attempted to call me and email me several times. I wanted to respond to them that what they said never happened. I didnt receive any phone calls or emails from them. Please tell them not to lie anymore.

Sincerely,

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

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

I order to better assist to add the loyalty reward points please confirm the phone number of the device that was added.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/21/2022

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:11/28/2022
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've been a Straighttalk customer for years, I bought my phone from them, my service, and paid my insurance on time monthly. After years of service, my phone got broken, and having paid my insurance for the years leading up to the incident, they had me on the phone all day with customer service, hanging up on me several times, to finally agree to send me a new phone. They sent me a *** shipping label, with instructions to place my phone and my speed charger in a package and send it back to them, at which point they said they were going to get my replacement in the mail. We're a couple months, yes months, down the road. I tried to wait patiently hoping that everything was just backed up because it's online shopping season and maybe they were just behind.I called back today, and found out not only had they closed my case without notifying me, but they're now claiming that they will not replace my old phone because it's past it's warranty.So why did they take my money for 2 years after it supposedly expired, why did they send me the shipping label to return it, saying that they were going to replace it, and why are they demanding now that I must buy a new phone from them before my service can be reconnected? All of this seems completely unacceptable.
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 November 28, 2022, regarding BBB Case number ******** complaint.

**************** complaint states that she did not receive any replacement phone.

We reach ****************, multiple times via her e-mail address, but she failed to respond to our e-mails. Account is no longer active since October of 2022. It has a ticket for replacement phone, but it is closed in status. We are sending the return label and it was shipped and the phone that we are sending is cancelled in status. Even though the ticket is closed, we are still waiting for the customers respond, so that we can update the ticket.

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 1267707011.

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: 12/12/2022

Complaint: 18473316

I am rejecting this response because:
I have made several calls to the customer service department since I started to receive emails.
The emails sent to me are difficult to understand, as is their response here.
They closed my case without sending a replacement, after they had already received my phone and charger, because they said they were going to replace it after several hours of me going through different channels in their phone system.
I want either a replacement phone, or my old one, with it's speed charger.
I also want a refund issued for the insurance I paid for years, being as this was not a quick and painless process to receive a free replacement, as was promised to me when I started paying the insurance on my device.
Sincerely,

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

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

Research indicates that ticket # ********** has been created to receive a replacement device

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 Straight Talk Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

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

Complaint: 18473316

I am rejecting this response because:
As I have told many of your customer service representatives, who have also tried to text or call my phone to verify my identity, Sir, I was unable to read or respond to any of your messages because my phone is currently in one of your warehouses, and I never received a new phone to replace it, so you're calling a number attached to a phone that is already in your possession,

Sincerely,

*************************
Business Response
Date: 12/24/2022
Dear *************************,

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

Research indicates that ticket # ********** has been updated to ensure the device is sent.

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 Straight Talk Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

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

Complaint: 18473316

I am rejecting this response because:
I was told the company was sending a new device months ago, so I will not be accepting the problem as solved until the new device is here.
Please stop reaching out to *************. I doubt it's even my number anymore considering I sent that phone to you in October.
Sincerely,

*************************
Business Response
Date: 01/19/2023
Dear *************************,

This is in response your rebuttal 01/09/2022 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been processed to send a replacement device

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/20/2023

Complaint: 18473316

I am rejecting this response because:
I still have not received either my broken phone with my charger or a new replacement phone. You still have not sent me one. If something doesn't happen soon, I'll have to consider contacting the authorities about the phone you took from me. How long it's taking to get this resolved is truly offensive. I've been a customer for years, and still have no phone, waiting for you to fulfill your contract to replace my phone, should it be broken.
Months later, still nothing but a headache and wild goose chase. The company should be closed if this is how you keep your agreements and fulfill your promises. I can't believe it's come this far.

Sincerely,

*************************
Business Response
Date: 02/24/2023
Dear *************************,

This is in response your rebuttal 02/10/2023 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been updated to send a device.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:11/28/2022
Type:Customer Service 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.
customer of ********************** since May, 2010...not receiving addtional minutes each time I auto renew (every three months)...1215 minutes were placed on older 3G phone and should have gone to newer ** 322 LTE phone...hot spot has been eliminated despite have data available.
Business Response
Date: 12/05/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/28/2022, regarding BBB Case number ******** complaint.

Mr. *********** complaint was about the minutes showing on his old phone that did not transferred to the new phone. In addition, his hotspot data was not working.

********************************* was contacted on 12/01/2022, but we were routed to the voicemail. Thus, we left a voicemail message. We spoke with him today, December 2, 2022, 3:41 PM EST at **********. He stated that when he upgraded his service to the new phone on 01/29/2022 the minutes were not transferred. He added that his hotspot data is not working when he connects it to another device.

As per investigation, an upgrade ticket was created on 01/29/2022, with **** units transferred in reference to the ticket number 1228747216.We let him know that the minutes he was claiming was successfully transferred to the new phone. We added, that TracFone does not support Hotpot.

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 1267514820.
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: 12/05/2022

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:11/27/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered and paid by debit card, a Reconditioned phone on 8/15/22. I tried several times to load it but it did not work. I returned it using the return label that came in the package and used the original packaging to return the phone. The phone was received at Tracfone on 9/19/22. Sent via **** tracking number 9505511416782260827184.After several weeks I did not receive a refund I contacted Tracfone. They said they had not received the phone despite my having the tracing number and a signature that it was received. They said they needed to do an investigation before they could issue me a refund. Call back in 30 days. I got a case #**********. After 30 days I called and they said they had refunded the money to 'my bank'. I did not receive a refund. My bank did an investigation and said no money was ever sent. I called Tracfone back again. This time they told me my refund was 'pending' and they would call back in 48hours which was Friday at 7:30 PM. They never called back. During the course of 5 follow-up calls they have have blamed - ****, my bank, said I sent the to the wrong address, said I wasnt due a refund, (and when I told them I would pursue legal action, hung up on me and blared a loud sound in the phone). Each time I was made to start the process from scratch even though I had a case. I would be very grateful if you can help me get the refund that I am owed. Thank you. ***********************
Business Response
Date: 11/30/2022
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/28/2022, regarding BBB Case number ******** complain.

****************** complaint states that she purchased two device, but the other one does not work and she returned the device. However, she did not received the refund.

We spoke with ****************** on 11/28/2022 at **********. As per conversation, we confirmed the returned phone was receive by the warehouse on 9/23/2022. There was no refund issued to the customer and it was beyond 30 days since the device was return. We successfully escalated her refund request and provide 3 to 5 business days turnaround time.

Upon review, the customer purchased the device on 8/14/2022, refer to this order number ******** and was returned on 9/19/2022, refer to this tracking number **********************. It was confirmed that the device was received by the warehouse. However, there was no refund issued to ******************. We successfully escalated her refund request and provide 3 to 5 business days turnaround time, refer to this ticket number 1267335988.

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 Ticket Number 1267337564.

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: 12/05/2022

Complaint: 18468445

I am rejecting this response because: I have not received my refund!

Sincerely,

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

This is in response your rebuttal 12/06/2022 regarding your Better Business Bureau complaint.

Research indicates that a refund has been credited back to the credit card on file transaction reference number : 42001737DBGE9V20 on 12/12/22. Please allow 3 to 5 business days to process.
We attempted to contact you at ************ but was 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 call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
************************************************** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
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:11/27/2022
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 placed a order for a phone on November 8 through there website I still havent received the phone it says shipped and delivered but I didnt get anything I filed missing package claim with *** and just waiting when I call tracfone they says they cant help me and its frustrating because I paid for phone I just want the phone or a refund
Business Response
Date: 11/29/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/28/2022, regarding BBB Case number ******** complaint.

************************ complaint states that she did not receive the phone order and thus, she is requesting for a refund.

We spoke with **********************, today, November 28, 2022 at around 5:22 PM EST, via phone number **********. During our conversation, as per order # ********* and the tracking # 1ZY902R60216316530, we informed her that the phone she ordered is lost as confirmed by the *** on 11/27/2022 4:19 A.M. Thus, as part of the resolution process, we had to create a ticket through the ticket # ********** confirming the phone is lost and the necessary turned around time will be provided for a possible refund.

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 Ticket Number **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 11/30/2022

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,

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

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