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:11/26/2022
Type:Delivery 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 applied and was enrolled 11/14/22. I never received a shipping confirmation. I have called Safelink numerous times and am just told to keep waiting. The representatives are extremely rude and unwilling to help. They just keep telling me to wait longer. I then received an email that I should have received the phone by now and there is a phone number assigned. I can only see the last four digits. The phone is through Tracfone. When I call Tracfone, I get a mix of results. Some reps tell me I need to just wait for it to ship out, another rep tells me its shipped via Fed Ex, another stated it went through *** and to just wait. Another said they are waiting on verification of the documents I sent. Another said they need to create a ticket to update the enrollment ID but can't so they need to do it manually. The Fed Ex tracking number shows its pending and in transit for 7 days now. No phone was actually shipped. They offer a call back. I never get a call back. Some offer call backs from the warehouse but they never happen. I need a phone. Either get me what I was approved for or let me go somewhere else! It cannot be this hard to fix the issue.
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 November 26, 2022, regarding BBB Case number ******** complaint.

***************************** complaint states that she applied and was enrolled in LifeLine on 11/14/2022 but she never received a shipping confirmation. She kept calling SafeLink Wireless and she was informed to wait for the device to arrive even though she already received an e-mail stating that she should have received the phone. She also added that the tracking number shows pending and in transit for 7 days already.

We spoke with ************** on November 29, 2022 at ************ via inbound call and she was able to authenticate her account. As per our conversation, we were able to advise her the need to wait for **** business days to receive the phone since it is an initial phone. We also informed her that if in any case the phone will still not arrive after the 10th business day, she may contact ***** and provide the tracking # for further assistance.

Upon review, she initially applied on 11/14/2022 and enrolled on 11/21/2022. A LifeLine shipment ticket was created for the initial phone in reference to ticket # **********. However, she cancelled the enrollment due to benefits were added to a wrong phone. Hence, a new SafeLink LifeLine plus ACP application was created on 11/28/2022. Her SafeLink LifeLine is under status qualified, while her ACP is still pending and she needs to call NLAD for verification for her application to be completed.

Moreover, the package was already forwarded to ***** on 11/21/2022 in reference to tracking # ************************** and the status is In Transit.

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 1267329619.

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


Sincerely,

Executive *********************
Customer Answer
Date: 12/02/2022

Complaint: 18465646

I am rejecting this response because:
I spoke to a Safelink representative on November 29th and advised them that Fed Ex told me that tracking number was not valid. That a label was created, but a package was never received. I advised Safelink of this numerous times, but to my dismay they continue to tell me that Fed Ex is wrong because their website says **************. The Safelink representative then told me I needed to file a claim with Fed Ex. I advised them they would have to do that, but the representative told me that I would have to. Due to the constant back and forth, I contacted Fed Ex again and I recorded my phone call with Fed Ex to prove my case. I then called Safelink back and advised them of this. I was told it would be looked into and they would call Fed Ex. Clearly based on this email they are back to their typical denial and 7-10 business day script.

As to me cancelling my enrollment, this is also untrue. TracFone is the one that cancelled it. I was on the call with the representative and she told me my benefits were assigned to someone else and they needed to cancel. The TracFone representative told me to sign up online again. I advised her that I could not select the option for a new phone, but rather to use the Safelink phone I already have. I advised her that the system still thinks I got the other one. She argued with me instead and said then I was not qualified. I have already called NLAD, they stated that Safelink has to enroll me and then the *** would show qualified.

Again, Fed EX has stated a label was created but a package was never received. I have this call recorded. I also recorded my call where I have told Safelink of this.

I also advised Safelink that due to their mistake, I will now lose my phone service and number as of 12/6. I applied in plenty of time to be able to transfer my number, but their continued issues will now cause me to lose a number i've had for 20 years. I'm irritated with this company and the blame consistently being placed on anyone other than Safelink. I'm sick of being told to wait 10 businessdays. Thats all anyone ever does there.

There is no excuse for me to not have service by now. I need service by 12/5. What is SafeLink doing to solve this? Where is their accountability?

Sincerely,

*************************
Business Response
Date: 12/20/2022
Dear *************************,

We have received and reviewed your Better Business Bureau complaint.

***************************** based on the information provided you are now enrolled on December 16, 2022 for ******** ACP benefits with enrollment id *********.

Please allow 7 to 14 business days for delivery for you Bring your own phone sim card.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing SafeLink Wireless.


Sincerely,

*************************
Safelink Wireless
BBB Specialist
Initial Complaint
Date:11/26/2022
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.
We upgraded one of our phones to a Galaxy A51 on July 2, 2022. When we received the phone, it rarely connected to the cell network even in areas where other phones would. We contacted Tracfone support within 30 days and several times after that. They were not able to resolve the issue, and eventually authorized returning the phone for replacement. After some confusion if they would send the replacement first, we shipped the defective phone to them, and *** tracking shows that is was received on Sept 21. We were initially told that we would receive a replacement within 6 day.It has been over two months since they received the defective phone. In that time I have contacted them at least 7 times over phone or chat. Each time I get a response similar to "I have updated the ticket. The replacement will ship in 72 hours," which is the response the last time I called on Nov 26. When I requested a refund. I was informed that they only provided refunds within 30 days of purchase, even though the first complaint was within 30 days.If they are not able to ship a replacement phone by Nov 29 when they last promised, I would like a refund for the cost of the phone and the phone plan that I was required to purchase, totaling $91.18.
Business Response
Date: 12/01/2022
Dear *********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 26, 2022, regarding BBB Case number ******** complaint.

****************** complaint states he upgraded one of his phones to Galaxy A51 on July 02, 2022. When he received the phone, it rarely connects to the cell network even in areas where other phones would. He contacted TracFone and the issue was not resolve and eventually the phone was authorized for replacement. It has been 2 months since the defective device was received, but he still did not receive the replacement phone.

**************** was contacted via phone number ************ and e-mail ********************* on 11/28/2022, but we were unsuccessful. We received a response e-mail on 11/28/2022. We contacted him again on 11/30/2022 at ************, and we were successful.

Upon review, we found out that ticket for delayed shipment was already created and that the replacement ticket was not updated properly, which delayed the release of the replacement phone. We confirmed that the defective phone was received and made a correct update and proper notes. We checked the ticket after ***** hours TAT provided and the replacement phone is now on the way.

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.

Thank you for choosing TracFone Wireless.

Executive Resolution Department
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.
After filing the complaint, Tracfone promptly sent a replacement phone, which worked as expected. The explanation that they provided is similar to what I was told on several other occasions - there was a problem with the ticket, it is fixed now, check back in 72 hours. But this time they came through.
Sincerely,
*********************
Initial Complaint
Date:11/25/2022
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.
Every single month since I went with ******* family mobile because Im a ******* associate and I get a discount I cant get into my account to pay, I cant get my password to work. I cant get the forgot your password emails. The person in the corporate line names ***** says hes trained for this and hes the worst customer service agent in the world. I just want to pay my bill and look at my information and this jackass is more than useless. Hes of no help. He talks down to me like I dont know anything, Im about to switch to another service who values their customers since you dont. You could have some better workers because whoever you have working for you treats us all like c*** and theyre not doing there jobs. None of your emails go through. I wont keep spending money on s***** service with s***** customer service.
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 26, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to login on your account, as you cannot change the password on it.

We have contacted you on 12/01/2022 to the phone number ************; and the resolution provided was to setup the correct e-mail address on your account and reset it, so you can login on the account again. In addition, we placed two orders for new ******* compatible SIM cards for your two lines with the reference numbers ********* and 103026415.
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 1267429950.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing ******* Family Mobile.

Customer Answer
Date: 12/03/2022

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:11/25/2022
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.
My elderly parents have service with TracFone and their phone stopped working. On 10/20 we called TracFone and spoke with *******. Ref# ***-503-0959 She told us we would receive a replacement phone in 1-3 days. Two weeks elapsed we had received no phone or tracking information so I called again on 10/28 to ask where the phone was. After a chat & 2 calls involving a specialist I was told the phone was out of stock and would be shipped as soon as it was available, likely the following Monday. By 11/23 we still hadn't received the phone so I called again and was at this time told we had not shipped them the defective phone & that is why we did not receive a replacement. I found the email we were NOT told about from in my spam folder for a *** label. I proceeded to the *** store only to find the ************ code were not on the email and the *** worker could not proceed without it. I spent 45 minutes in the phone with TracFone. We tried a new email and airbill, still no codes. I asked it to be sent to the *** store ********** never arrived. I tried forwarding my email to them & opened in desktop mode instead of mobile. Nothing worked. I was told that I would now have to wait for a *** to be mailed & AFTER I received it I could return the phone & THEN they would ship the phone 3-5 days later. I asked if they could please just send the phone with the return label like most carriers do since my parents had already now been without a phone for over a month. They refused. I would love this process expedited & some sort of compensation for the lengthy loss of service, but barring that I would like our money refunded for the large quantity of minutes my parents just bought & be free to choose a different provider. Inspite of the repeated misinformation & issues on their end they were completely unwilling to help resolve the problem! It is winter in ********* and it is VERY unsafe for my elderly parents to be without means to reach out for help if the are stranded!
Business Response
Date: 12/06/2022
Dear *********************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/23/2022, regarding BBB Case number 18463361complaint.

Your complaint states that you are having issues to receive your replacement phone.

After further investigation, we were able to verify the ticket 126-503-0959 on our system and display the tracking number 1Z7X28F00275898183 that you going to receive the new cell phone on 12/07/2022 at 9:00 PM
We have attempted to reach you multiple times via phone ************ and via email ******************** on 11/30/2022, 12/01/2022, 12/02/2022, 12/03/2022 and 12/06/2022 however, we were unable to speak with you and you have failed to response to our e-mail.
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 **********
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless .

Customer Answer
Date: 12/16/2022

Complaint: 18463361

I am rejecting this response because:

First of all I replied to their message December 2nd with my phone number. Although they should have had it on file from my multiple calls.
Second, they seem to have been trying to call **************** I am waiting for them to replace.
Thirdly, we did receive a replacement and it is the wrong phone but at this point I am afraid to contact them again as the level of competence here is questionable at best.

Sincerely,

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

This is in response to the December 16, 2022, rebuttal to Better Business Bureau complaint # ********.

Thank you for the comments and feedback about the replacement of your parents phone. We apologize for any inconvenience encountered with the process.

Please be aware that according to the Limited One Year Warranty, we do not guarantee the same model. We replace the defective phone with a comparable mode.

For further questions or concerns, contact an available representative by calling ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:11/25/2022
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 just submitted a complaint against TracFone. There were locales I had to pick from. None of the apply to me. There was no option to pick another one. I just used one in ******* but I'm not in *******. To help this hiccup out I added the toll-free phone # for my TracFone svc carrier at the end of my post. Hope that helps out. The company is having major consumer complaint issues from all over so it may not matter WHERE their locale is!
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 November 25, 2022,regarding BBB case # ******** complaint.

Your complaint states that you have been having issues to update the information in regards of the expiration date on your credit card, as the new one is not appearing on the system.

We have contacted you on 11/30/2022 to the phone number ************;and we were able to give you proper assistance, as we verified with you that the issue has been resolved, as you were able to refill your service with a different card. We appreciate the feedback that you have given us and we will update the information on the system as soon as possible.

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 1267431833.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/01/2022

Complaint: 18462701

I am rejecting this response because: they did NOT resolve
the issue with this particular card and as their response shows all they did was to accept payment by a DIFFERENT creditcard. That is NOT resolving the issue! In addition, they require a complete MyTracfone app update being made available to users to FIX this problem if cards being "denied" payment repeatedly when there is MORE than a sufficient balance available on that card to cover the cost of that payment. In addition the LIVE techs tell me that their EXPIRATION DATE (the ***** info only goes up to 02/21 when my card and most newer ones have an expiration date of 02/22. My list to pick an expiration date from when registering a card goes WAY *********/32. There is obviously a bunch of errors/problems/complications to be corrected on Tracfone's end!!!!!
Sincerely,

*********************
Customer Answer
Date: 12/02/2022
I previously replied via email to an email from BBB that showed me a TRACFONE reply they'd received regarding this case. BBB asked if I accepted the reply from TracFone. NO I DO NOT ACCEPT THE REPLY!!! I had a phone call from a senior cust support tech at TracFone and he listened while I explained the issue. He agreed that there needed to be a correction at. Tracfone's end and probably as I suggested a software update for users so this issue would NOT happen again! I will NOT accept ANY responsibility WHATSOEVER for being even a micron-size particle cause of the problem. Firstly there is a discrepancy between the actual card expiration date and the date that TracFone LIVE TECHS see on THEIR end on THEIR SERVER. I'd sent follow-up rejection to the email sent just prior from BBB showing Tracfone's offer to close this complaint down. I will NOT reject their suggestion when their live tech support doesn't even have access to the correct expiration dates on their end. I sent an INCORRECT explanation of this previously stating that the correct date was 03/32 when it SHOULD BE 02/32 I think I also said that the live techs' list of available expiration dates only went to 03/21 when it SHOULD BE 02/31. I apologize for this error. Please correct that info in my case in your records.
Customer Answer
Date: 12/02/2022
This is to correct info I sent in previous reply.....
I said expiration date of card is 03/22 when it SHOULD BE 02/32

I said TracFone live tech support had expiration date of only up to 03/21 when it SHOULD BE 02/21

PLEASE CORRECT THE **** TO READ AS ABOVE as shown in this reply follow-up. Thank you.
Business Response
Date: 12/19/2022
Dear *********************,

This is in response to the December 2, 2022, rebuttal to Better Business Bureau complaint # ********.

A check of the account indicates that credit card purchases are being successfully made. Regular agents do no have access to the credit card platform, please try to update the credit card information online under the My Account tab on the Tracfone Website. Please contact us an use extension ****, for assistance with updating the credit card.

Please be informed that we now have a Tracfone $40 Unlimited Talk and Text, 8GB of Data, available, which may be more cost effective than just purchasing add on data. The card is available when you call in and also online. Please specify the $40 Unlimited card when attempting to make a purchase.

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. ****
Initial Complaint
Date:11/25/2022
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 purchased minutes ****, text **** and data 08/22/2022 ***** POS PUR 08/20 19:17 TRACFONE * AIR TRACFONE.COM ** ******** 0*****~4814 $136.15 Since then I have filed a dispute with FNB, refuse to investigate, I have hemorrhaged text and minutes and am left with 0 balance, they have stolen and refuse to give me all phone call information for the last 3 months so I can find the problem, they are thieves and are lying, they also zeroed my minutes, when I called to complain they went in and added 500 min ? Either someone hijacked my account or someone from tracfone is altering my information, this has cost me hundred min and text just to track them down and they still refuse to repair - this has been going on for over a year
Business Response
Date: 12/06/2022
Dear Mr. ***************************************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/25/2022, regarding BBB Case number ******** complaint.
Your complaint states that you lost some minutes you purchased recently.
We would like to take this opportunity to apologize for any inconvenience you may have experienced. Upon reviewing your account, we found no lost minutes.
We have attempted to reach you on 11/29/2022 and 11/30/2022; however we could not get in touch with you.
We successfully spoke with you on 12/1/2022 and you mentioned that you want to receive the call detail records for the last 3 months; however, we could not provide the required information to complete this request since the call was disconnected and we could not reach you back.
We have attempted to contact you and email was sent to ******************* 12/2/2022, and 12/5/2022; nevertheless, you replied to our emails. Requesting you call records again. As we already explained in previous emails it is necessary to speak with you to validate the account and provide the required documentation to continue with your request.
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 **********.

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 12/13/2022

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:11/25/2022
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.
Tracfone stated that they can activate iphone 14 pro *** **** on their website, so I bought an unlocked iphone ****************************************************** tracfone (used for years). It didn't work on their website, so I contacted hundreds times and they made me wait hundreds hours and they couldn't solve the problem. They tossed me from department to department and it seems they gave up on my issue. They never got back to me. Now I cannot use my newest phone for months. my phone number in tracfone is ************
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 25, 2022, regarding BBB Case number ******** complaint.

Ms. ***** complaint states that she bought an iPhone 14 Pro *** to activate with her old number because Tracfone stated that we could activate it. However, the website failed to do so and up to this date, she is unable to use the new device.

We spoke with ************ via phone number ********** on 11/30/2022 and 12/05/2022, upon receiving an e-mail from us, which we sent to ********************* During our first conversation, we guided her on how to activate her device through our brand website since it is an eSIM activation. The completion of the transfer was on 12/02/2022, based on the reference number **********. We made a follow up call on 12/5/2022, after noticing that her old device was no longer in service, this is to make sure that everything works well for her new device. As per ************, the transfer and activation of the new iPhone 14 Pro *** was successful and that the service is working well. In addition, we inform her regarding her updated minutes and plan.

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 1267323602.

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: 12/10/2022

Complaint: 18462108

I am rejecting this response because:

Data amount with old number has not been transferred yet.
They should be combined.

Sincerely,

*************
Customer Answer
Date: 12/14/2022
I have been using Tracfone for years by now. I had a problem with bring my unlocked new phone to tracfone. I asked BBB to step in and Tracfone suggested me to open a new line(number) with buying another plan so they can keep one number and combine the plan togheter. I did what I had to do and finally keep my old number, but they failed to combine the plans as they promised. I need my data back and one year more of date.
Business Response
Date: 12/20/2022
Dear *************,

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

Research indicates that data has been added to IMEI # ***************. It is active and provisioned.

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 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: 18462108

I am rejecting this response because:

They didnt combine the plans as promised.
More than 6GB data has been gone!
I want it back!

Sincerely,

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

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

Research indicates that the appropriate data has been added to IMEI # ***************
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 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:11/25/2022
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 wanted my phone unlocked that I paid for in full so I could go to another provider. They refuse to unlock my phone without paying a fee. In my opinion, I paid for the device so the device is mine. I paid the money for it so the phone is mine and they should unlock it for me. I paid them enough money for the phone and even paid it off way earlier than was projected. This is not a way to run a company. All I want is my phone to be unlocked so I can use it on a different carrier who I found to be a lot cheaper and they won't do it
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 12/01/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have been experiencing difficulties while trying to get the phone unlock.

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 1267500752.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:11/25/2022
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 had a 3g phone that was becoming obsolete.I purchased from HSN a 5g compatible TracFone with **** minutes, data and SMS for one year. Got phone and activated October 21, 2022.Phone was working for a day. On second day **** minutes and data and SMS disappeared from my account. Phone would not work Called TracFone and minutes, data SMS were added back.Through last month my minutes, data, SMS has disappeared 5 times, making my phone inoperable. Each time I have called TracFone and they added back minutes, data, and SMS. My phone is presently not working.
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 11/25/2022, regarding BBB Case number ******** complaint.
Your complaint states that you are having issues to receive the **** minutes that was added on the cell phone and they were erases.
After further investigation, we were able to verify that your account is active and well provisioned; also we found recent activity on the daily usage for all features.
We spoke with you on 11/29/2022 to the contact phone number ************ to provided assistance but you mentioned that your minutes were already added on the your 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 email reference number ******* or 1267391448.
Based upon the foregoing, we will close this matter as a resolution provided.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/01/2022

Complaint: 18461094

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 12/01/2022

Complaint: 18461094

My phone ************ is not working December 1, 2022. This is about 10th time phone has become inoperable requiring me contacting TracFone to get phone back into service. Ongoing unresolved complaint.

Sincerely,

*****************************
Business Response
Date: 12/08/2022
Dear *****************************,

This is in response your rebuttal 12/01/2022 regarding your Better Business Bureau complaint.

Research indicates that your device is provisioned. Phone number ************ was not found.
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 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:11/24/2022
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.
These phone companies keep on calling and contacting me with other peoples info, also letting me know who is making complaints. My name is not *********************, or ******, or anyone of the latest names Im called when ever the companies under the same umbrella company calls me.
Business Response
Date: 12/06/2022
Dear *************************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 24, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues with the e-mails from Net10 Wireless, as you are receiving other customer's complaints details on your account.

We have contacted you on 12/05/2022 to the phone number ************; and the resolution provided was to troubleshoot the correct device, so it can work properly for calls, text messages and data. In addition, you verified that the e-mails from other customers complaint has stopped and you do not need further assistance for 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 1267450858.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Net10 Wireless.

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