Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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.

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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:11/23/2022
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.
Weve been Tracfone customers for at least 10 years. Every year we buy a $100 card which gives us another year of service and additional double minutes ( from original bonus pack) and keeps our same phone number. We are ******** and only use the phone here in the US. On April 11/22 we again purchased $100 on our MC. We had ******* minutes left to be transferred plus the new minutes from the $100 purchase. However we were told our phone was now obsolete and not able to get service but we would be provided with a free replacement phone. They wouldnt send it to ****** but said when we return to AZ to call and a new phone would be provided with our same phone number and all the minutes transferred to it. We called at the end of October when we got here and have since spent about 10 hours on several days trying to get what was promised. Instead we get the complete run around which basically goes like this - we have no record of your phone - oh yes we found it but your number is discontinued- yes you are supposed to get a new phone - but there are no phones available- you can purchase one - no - I want my free replacement phone - there are none available etc. etc. Ive been through this with 7 different people and asked to speak to a supervisor. Same run around. I finally asked for a refund and was told I cant have one. I filed a complaint with the *** and all that has done is more conversations telling me there is no phone available and they cant give a refund - todays woman named Princess said its because Ive used the service! I said thats a lie. I couldnt have used service on a phone that has no service!! I asked when a free phone will be available and am told they dont know. Meanwhile I have no phone, no service, and no refund! Every conversation leaves me angry, frustrated and upset. I need help!
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 ******** complaint.

Your complaint states that you were told that you need a new phone because yours was obsolete. You were offered a new free phone but when you tried to get it, the process did not get completed.
We spoke with you on 11/30/22 via phone to the contact number ************ and the resolution provided was to create the case ********** to send the replacement phone that was promised. The warehouse takes up to 5 business days to provide the confirmation and the tracking information.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this case unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/07/2022

Complaint: 18458162

I am rejecting this response because:
After several more phone calls from Tracfone I was finally told on November 30th that a phone would be sent out. They said that it would take 5 business days. That time has expired and I still have no phone or promised tracking number.
We paid for a years service in April 2022 and here it is in December and we have had no service the entire time! In order to be satisfied I need to get a phone with all my original minutes in place on the replacement phone and in addition to that I feel the contract which will expire in April of 2023 should be adjusted by having as many months added as needed to give a years service from when I finally (hopefully) get a phone and service. Im only asking for a full years service from whenever the new replacement phone becomes active.

Sincerely,

*********************
Business Response
Date: 12/14/2022
Dear *********************,

This is in response your rebuttal 12/08/2022 regarding your Better Business Bureau complaint.

Research indicates that ticket # ********** has been updated to receive a replacement device.
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: 12/23/2022

Complaint: 18458162

I am rejecting this response because: apparently the phone has been sent out but i still do not know if Tracfone is going to transfer my ****+ minutes, reinstate my original phone number as promised, and start a years service from the day that the phone has been reactivated with those items. I will be satisfied once these things have happened.

Sincerely,

*********************
Business Response
Date: 12/29/2022
Dear *********************,

This is in response your rebuttal 12/27/2022 regarding your Better Business Bureau complaint.

Research indicates that the device is shipped *** tracking #1Z7X28F00275786642

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: 01/02/2023

Complaint: 18458162

I am rejecting this response because: We have made progress and have received the replacement phone.. however - we asked for a full years service starting from the activation date of the new phone which happened on December 28th/2022 but have only been extended to September 18th/2023. Dont know how that date was picked but our service length should go to December 27th/2023 since we paid for a full year. Once that happens well be satisfied.
We cant phone about this as we are now in ****** for 2 months and cant make expensive on hold calls from here so request that all new communication from Tracfone to us be via email. Thank you.

Sincerely,

*********************
Business Response
Date: 01/04/2023
Dear *********************,

This is in response your rebuttal 01/02/2023 regarding your Better Business Bureau complaint.

Research indicates that the service plan end date has been changed to 12/28/2023 on replacement device IMEI # ***************.

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: 01/05/2023

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:11/23/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/23/2022, I redeemed 20k TracFone Rewards Points to get a $300 off phone purchase code.I immediately tried to use the code to purchase a handset.I received the following error message:We apologize, but we cannot process your transaction at this time. Please try again later or call us at **************.Trying "later" with different browsers (Chrome, Firefox, Edge) on a fully-patched Windows 11 laptop yielded the same error message,Trying yet again later with the Chrome browser on a fullt-patch Android 12 ******** S21 5G) smartphone yielded the same error message,Called & chatted with multiple TracFone CSRs (including several dropped call transfers) finally led to them cancelling my redemption, and reinstating my 20K points.Then I re-redeemed 20k points to get a new $300 off phone purchase code.Same result.TracFone CSRs were ineffective in resolving the issue, and refuse to honor the terms of their Rewards Program.Their team is fragmented, does not have visibility into my account, and refused to take effective action to resolve my issue.
Business Response
Date: 12/09/2022
Dear *********************,

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

Your complaint states that used your Loyalty Rewards Points to get a discount by purchasing a new phone; however, it did no go through. An agent added the points again and you requested another promo code but it was the same.

We would like to take this opportunity to apologize for any inconvenience you have experienced. We already escalated the issue with our technicians to fix it. Meanwhile, your points were added back to your account.

We have tried to contact you via phone at contact number ************, and email was sent to ********************** on 11/30/2022, 12/1/2022, 12/4/2022, 12/5/2022 and 12/7/2022; however, you replied one of our emails but we could not get in touch with you.

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.
Initial Complaint
Date:11/23/2022
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.
My sons phone stopped working I contacted Total Wireless and they sent me information to send the phone back in they said once they received the phone they would send me a new phone. I tracked the phone and seen they received it and contacted them asking about it the first time I called she said I would be receiving an email in about 48 hours so I waited and never received an email. I called again and then they couldnt find the phone I provided them the tracking number and they were able to find the phone again he transferred me to another department they said they didnt have any phones to send out but couldnt provide a time as to when they would I then asked for a refund for the phone so I could go elsewhere and purchase a new phone they said I had to speak with a supervisor yet everytime I was transferred the call would be dropped or I would be placed on hold for so long the call ended. this has been going on since September. I have called multiple times a day and multiple times a week with no response or help. Tracking Number #: 1Z6980XX9015437159 Ticket Number #: ********** Order Date: 09/05/2022 the phone number that is under this phone is ************.I either want to have the phone replaced or be refunded so I can purchase a new phone. there was a school emergency today and my son's school and I had no way to know he was safe. Total Wireless is not taking this serious and now they have the phone and will not help so they took my money and will not replace the phone that doesn't work. here is the proof they did in fact receive the phone. Your shipment 1Z6980XX9015437159 Delivered On Thursday, September 22 at 9:19 A.M. at Receiver Returned To *********, ** ** Received By:****************** of Delivery Thank You.
Business Response
Date: 12/16/2022
Dear *****************,

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

********************* complaint states that she returned a defective phone back, but did not received the replacement phone. This started on September and until now she still does not have the phone. She either wants a refund or the replacement phone.

Upon review, the defective phone was returned on September 22, 2022 9:19 AM, Received by ******; with tracking number 1Z6980XX9015437159. Checked ****** tool and we confirmed that we already received it, RMA 10709079.

We spoke with ************** today, November 28, 2022, 3:54 PM EST, at ************. We created a new ticket to reprocess the replacement phone since the existing ticket can no longer be reopened, reference ticket number 1267323833. Advised her to wait 2 to 3 business days to receive the replacement phone.

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 1267325873.

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

Sincerely,

Executive *********************
Customer Answer
Date: 12/22/2022

Complaint: 18449400

I am rejecting this response because:
I was never told the replacement phone was a refurbished phone I was told it was comparable to what I had which was a brand new phone. I called today and told them I do not want this phone they ca. have it and to just refund me what I paid for the phone so I can go elsewhere and was told they only have refurbished phones at the warehouse which they never tell you. They are scams I will not accept a phone that was already sent back because something was wrong. This is unacceptable this company should be shut down

Sincerely,

*****************
Business Response
Date: 01/10/2023
Dear *****************,

This is in response to the December 22, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for the miscommunication about the replacement phone that you were shipped.

Tracfone and its Brands offer a 1 ************ Replacement Warranty, which is available on the Total Wireless Website. Per the terms we replace the phone with a comparable phone, which may be refurbished. In addition the order for the only device used with the number ending in ****, was purchased on 06/06/2022, with the device being used for at least 2 months.

Per the information from the Total Wireless website, available at the time of purchase, you have 30 days to return a purchase for a refund. The phone is not eligible for a refund, no refund will be processed. We have replaced the phone as provided by our terms, and will take no further steps in this complaint.

Thank you for choosing Total Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142
Initial Complaint
Date:11/22/2022
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.
Date of the transaction: 02Nov2022 Amount of transaction: $48.95 Committed to provide: New cell phone ******** Galaxy A11)Tracfone Order number: ********* *** tracking number: 1Z7X29A90273184121 *** attempted delivery on 08Nov2022 but could not because the address on the shipping label from tracfone was wrong (missing apt #). *** returned the package to Tracfone on 16Nov2022. Package originated from ******************** - Direct Sales in *********, **.I have texted with Tracfone 3 times and I have called Tracfone 4 times over the past 2 weeks. Every time I interact with Tracfone, I am told that the refund is in progress even though no one can give me ANY type of proof that anything has been done to refund anything to me.
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 11/23/2022, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone but you could not receive it because the address was incomplete. Therefore, the phone was returned to the sender and you are waiting for the refund since then.

We attempt to reach you multiple times via phone to the contact number ************ and email was sent to ****************** on 11/25/22, 11/27/22, 11/28/22, 11/29/22 and 12/2/22; however, we were unable to speak with you and you have failed to respond to our emails.

We checked the information and we received the phone on 11/16/22, the refund may take up to 30 days to be on your bank account since we received the phone.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to email reference number ******* or **********.

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 12/05/2022

Complaint: 18452752

I am rejecting this response because: Statements made by Tracfone in the response message are false and untrue.
I contacted Tracfone by phone on 11/27/2022.
The Agent I spoke with could not confirm that the phone was ever returned to sender or even received by Tracfone. The Agent did state that the refund had been processed and could take up to 30 business days. In addition, the Agent could not tell me why it could take up to 6 weeks to receive a refund or provided me with any proof that the refund had been issued.
I also informed the Agent that I had contacted my bank, USAA and disputed the $48.95 charge from Tracfone due to failure to render the service(s) promised. I further informed the Agent that Tracfone could close this case because USAA had already credited my account for $48.95 less than 30 minutes after I spoke with them. After all of that, Tracfone kept calling me and kept emailing me (3 more times)

Sincerely,

***************************
Business Response
Date: 12/15/2022
Dear ***************************,

******************************* stated he had a dispute with his account holder and received a refund the issue has been resolved.

All the above information has been provided, so we will consider this matter closed.

Thank you for choosing Tracfone Wireless.

*************************
Tracfone Wireless
BBB Specialist
Customer Answer
Date: 12/15/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, with the following corrections that I request be made as public as possible for the record:
I informed Tracfone "Corporate" that I disputed the $48.95 charge from Tracfone with my bank, USAA, due to failure by Tracfone to render the service(s) and/or product promised. I was issued a refund by USAA, not Tracfone. This was after no less than 4 phone calls, 3 chats, and several emails to Tracfone over the course of approximately 4-5 weeks. Every interaction with Tracfone, I had to start the process over again, from the begining. No one at Tracfone knew how to handle a refund or provide me with any proof whatsoever that a refund had ever been processed or even knew how to confirm that the cell phone (product) was returned and received by Tracfone, even after I gave them the *** tracking number. Tracfone lost 3 customers over something that should have been a first call resolution.

Sincerely,

***************************
Initial Complaint
Date:11/21/2022
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.
Tracfone customer for years and I added a line on Sept. 23, 2022 (Should have been receiving ****** reward points for adding a line but was not showing up even under "pending" as it should have) I contacted customer support chat, we spoke for close to 30 minutes. Told me I would be getting a phone call in 15 minutes. Approximately 40 minutes later no call, so I call a corporate number and MANY minutes later am told that they don't see it on their end. While on the call, I get the call back from tracfone with someone that was suppose to help me originally. 20 minutes, 10+ on hold and had to hang up with nothing solved because calling their support center used up almost all the minutes I had left on my phone. From 74 minutes to under 30 minutes! SO what am I suppose to do? charging me to to talk to them and passing me around which is costing me more money out of my pocket and it's very unfair! So not only did they never give me the ****** reward points as they advertise when I bought a new tracfone and added it to my account (false advertising?) but then they give me the run around and use up at least 44 minutes (time I have to buy from them). I tried contacting them one more time by chat and asked for a supervisor before filing this complaint to see if they'd like to handle it and they said they'd have someone call me. I am NOT going to buy minutes to talk in circles anymore, I've given enough information to multiple agents! Time to look into the handling of issues tracfone! So another customer doesn't have to waste TWO hours of their lives trying to get a simple problem handled correctly.
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 22, 2022, regarding BBB Case number ******** complaint.

*********************************** complaint states that she added a line on September 23, 2022 and did not received the 10, 000 points.

As record shows, theres no history in LRP (Loyalty Rewards Program) that she added a line on 09/23/2022 not even in pending points. In addition, her account is currently active.

We attempted to contact ******************** multiple times via phone number ********** and e-mail ************************* on 11/26/22, 11/28/22, 11/29/22, 11/30/22, and 12/05/22, but she has failed to respond to our calls and e-mai

Due to the nature of her concern, we need to speak with ******************** to verify the correct account where the new line was added and theres a need to authenticate the account as well.

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 1267226731.

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: 12/07/2022

Complaint: 18448941

I am rejecting this response because: They continue to call, after using all my minutes on their customer service I explained to them I don't have minutes to talk to them. Everything was verified through calls and here with photos of the line added and of my account.
I have responded to all the emails repeatedly telling the customer service agent that I can not call and he continues to be of no help, just keeps emailing back saying to call. I am willing to work on this over chat or email. Neither appears to work for Tracfone and the only way they want to do business is with a phone call, that causes me to pay them more money for minutes.
They NEED to find a way to work around this, it's extremely unfair as they already made me buy minutes and used them all up passing me around their customer service associates. That's why I filed the complaint.

Sincerely,

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

This is in response your rebuttal 12/19/2022 regarding your Better Business Bureau complaint.

Research does not confirm that any line was added to receive **** loyalty points. Please confirm the phone number of the device that was referred
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: 18448941

I am rejecting this response because: If you look at the photographs you can clearly see that I added a line on 9/23. There is an order number and everything, it shows my other line active the whole time as long as this new line!

my phone - **************
new line added in September Line - **************
I am dumbfounded that all these proofs plus an order number from tracfone themselves is not enough. You'll see I have 90 minutes on my phone again, I had TO BUY MORE MINUTES because I used the previous ones I bought trying to talk to tracfone but they continued to pass me around customer service until the minutes were gone. There is zero reason this can not be taken care of via email or chat. I replied to emails all along!
Sincerely,

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

This is in response your rebuttal 12/27/2022 regarding your Better Business Bureau complaint.

Research indicates that ***** points was added to IMEI # *************** and another ***** points will be added once processed have ****** points in total.

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 ****************************************************** style="-webkit-font-smoothing: antialiased;">Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/11/2023

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:11/21/2022
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.
Have had 2 cell phone lines with Tracfone for years, periodically upgrading models. On 10/14/22 one of the phones on my account stopped taking a charge even after replacing the battery. Called Tracfone tech support for assistance. They advised that they would send an air bill to me to return the defective phone and that upon receipt of the defective phone at their warehouse a replacement phone would be be shipped to me. Received the air bill from Tracfone on 10/18/22 and shipped the defective phone to them on 10/19/22. Was able to verify via *** tracking that the defective phone was received at the Tracfone warehouse on 10/24/22. Waited until 11/1/22 for the replacement phone to arrive. Since then I have contacted support many times via online chat and phone calls trying to ascertain shipment of the replacement phone, tracking information, etc. Each time I have been given differing reasons why it hasn't been shipped (Initial ticket number was inadvertently closed; the replacement had been shipped but apparently lost in transit; they don't have that same model phone in stock so need to substitute a comparable replacement; that the warehouse needs to verify the information; that the warehouse has now verified the info, etc.) In each instance I have either been promised a date I'll receive the replacement or that I will receive it within 3-5 business days. At no time have I received an email or been provided any tracking information for the replacement phone. A second ticket number was issued 11/15/22, I called 11/18/22 for an update (like tracking info), was advised it had only "been a couple of days" and that I needed to wait 3-5 business days to receive it. Today, `11/21/22, still no shipment and have been advised that because I had called on Friday, 11/18/22, that the 3-5 days has been reset and that today is now day 1 and that I "should receive it by the end of the week. Am feeling abused and in need of assistance.
Business Response
Date: 11/30/2022
Dear Mrs. ****** ******.

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/21/2022, regarding BBB Case number ******** complaint.
Your complaint states that your device stopped working on 10/04/2022 and once you called TracFones customer support, a replacement ticket was created in order to send you a new device, however you have not receive it whatsoever.
We successfully spoke with you on 11/26/2022 and we explained that we needed to update the replacement ticket with following reference number ********** and it is now being processed. The device should be delivered within 7 to 10 business days.

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.
Initial Complaint
Date:11/21/2022
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 sent in my phone under warranty and once they receive my phone, they were to send me a replacement phone. They received it on 10/14/22 **** trk# 1z6980xx9042583584). I haven't received it yet. I've called them several times in the last 3 weeks. Every time, I was told I would get it in 3-5 days, plus an email. No email or phone. I need my phone. My cell phone # is ************. In this process, I've been given 3 warranty (order) #. The 1st was ********** and I was to get an email with a return label, but I didn't not receive the email. The 2nd was **********, because I got someone to send me a return label in the mail. Tonight, when I called, they gave me a 3rd # ********** and told me I would get an email and the replacement phone in 3-5 days. I've been promised and lied too so much, I don't believe them anymore. So, anything you can do to help get my phone it will be appreciated. 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 November 22, 2022, regarding BBB Case number ******** complaint.

********************** complaint states that he sent his phone under warranty and was received, he was supposed to receive a replacement phone. We received it on 10/14/2022 with *** tracking number of 1z6980xx9042583584. He did not receive a replacement phone and he was educated that it will be delivered for within 3-5 business days, plus an email. He has reference numbers of **********, **********, and 1266791402

We spoke with ************** today November 25, 2022, 1:34 PM EST at **********. He stated that he did not received the replacement phone up until now and did not received any phone calls or e-mails to give him further update. Hence, we offered him a comparable phone and he agreed to receive a comparable device. With this, we updated the ticket updated the status of the replacement phone. He will be receiving the same model and we advised him to wait for 3-5 business days.

Upon investigation, the replacement phone was not received since we dont have in our warehouse inventory.

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 BBB ticket number 1267134520.

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:11/21/2022
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 bough 3 straight talk phone plans at ******* in ******** *******, I have tired for 5 days to get the service working on one of the phones I was trying to hook up, *** have spent over 6 hrs on the phone and 5 days trying to get the phone working, with the help of the employees at straight talk. It will not work, so at the end of the conversation on Saturday with a ST employee I asked to just get a refund, he told me I could take them back to *******, I tried on Sunday and they said it was red lighted and I would have to get a hold of ST, so I call them, yesterday and they gave me the run around, so I call back today, and after over an hr, and 3/4 calls, they at first were going to send me a check, we got disconnected so I call back, the last person I talked to told me I have to take it back to *******. I just want my money back, they can take their **** cards back and I want to be done. Theres a lot more to it but thats the summary of it. I feel like they are playing with me, they also kept refusing to transfer me to management
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 11/21/2022, regarding BBB Case number ******** complaint.

Your complaint states that you purchased three service plans on ******* and activated them but the service did not get activated. You called customer service and tried to get it fixed but nothing worked.

We spoke with you on 12/4/22 via phone to the contact number ************ and the resolution provided was to create the case ********** to send the complete information about the refund process to expedite the transaction.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to email reference number ******* or **********.

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

Thank you for choosing Straight Talk Wireless.
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,

*************************
Customer Answer
Date: 01/17/2023
I filed a BBB complaint against straight talk a bout 2 months ago case number #********, I sent the product back they received it early Dec, they had to sign to receive the package, I still have not received my refund. Im not sure what I should do
Business Response
Date: 02/09/2023
Dear *************************,

This is in response to the January 17, 2023, rebuttal to Better Business Bureau complaint # ********.

We apologize for the delay of the processing of a credit. Airtime is normally non refundable. However a check of our system does not indicate the items have been received.

Please provide as much information as possible for the processing of a credit. Please provide a copy of the pins and the receipt, along with the tracking number that was used to return the items.

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

Thank you for choosing Straight Talk Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 02/10/2023

Complaint: 18445556

I am rejecting this response because: they did receive the product, it was signed for on Dec 2nd 2022 at 1:41 pm, see attached photo. I mailed it so it had to be signed for in case they wanted to say it wasnt returned

Sincerely,

*************************
Business Response
Date: 02/17/2023
Dear *************************,

This is in response to the February 10, 2023, rebuttal to Better Business Bureau complaint # ********.

We apologize for the delay of the processing of a refund. Thank you for providing the tracking information.

Tracking indicates that the items were sent to a facility that process devices, not refund requests. Manual refunds ae not processed at that location. However if you can provide a copy of the receipt, a manual check request may be processed, as a one time courtesy. Note we normally do not process refunds for retail purchases. An exception may be made if a copy of the receipt is provided..

Please attach a copy to this BBB complaint or email a copy to the email address below: Attention
BBB # ********/Refund.

Thank you for choosing Straight Talk Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 02/21/2023

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:11/21/2022
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 bought a ***** flip phone **** from a in-store purchase at the *********************. When I bought the cellphone I purchased insurance with it as well through Allstate . The ******* associate also said she would file my receipt in the ******* computer system. When I get on the ******* and the Tracfone websites they say I dont register or exist. I will up load my proof. The phone is not able to except or send phone calls , only text. I really cant do much with this phone. I cant even buy phone minutes to add. The minutes go to data. I thought it is law that everyone needs a cellphone.I am a disabled veteran and bought a cellphone for safety and to be with in the law.I spent ***** on the phone. I have bought service too. My cellphone phone number was or is ************. Even the insurance I bought does not register me. Signed, ***************************
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 21, 2022, regarding BBB case # ******** complaint.
Your complaint states that you purchased a ***** flip phone **** at ******* as well as a service plan for $19.99; however, you are unable to make and receive phone calls, only texting and the service that you purchased go to data service only.
We checked your account and found the phone was activated with the $19.99 plan for 60 minutes + 90 service days, the voice and text balance has been already reached, and there is only data balance on your account, for that reason, you cannot make calls or send text messages.
We have contacted you on 11/30/2022 to the phone number ********** and **********; you were educated that you already used the voice and text balance and we educated also to buy more minutes to get your service back; however, you stated that you will move to a different provider.
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 1267157939

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

Complaint: 18444190

I am rejecting this response because:

Sincerely,

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

Complaint: ********

Had phone call today. Felt issue is unresolved. Phone is not registered with ******* and the insurance I paid for. I sent proof and still have it in my possession. Please,reply.

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 minutes were used. As a curtesy 500 minutes and text messages has been added to your account.
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: 12/09/2022

Complaint: 18444190

I am rejecting this response because: You still have explained why my data did not work or why my insurance is not documented and accounted for. Please respond. Signed , **************************;

Sincerely,

***************************
Business Response
Date: 12/17/2022
Dear ***************************,

This is in response your rebuttal 12/09/2022 regarding your Better Business Bureau complaint.

There can be several reasons why the data was not working: dont have enough coverage, outage in the area, data limit, device settings etc. We can not confirm why it malfunctioned.Research indicates that the data is provisioned. Purchased insurance are separate and through a third party.

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: 12/19/2022

Complaint: 18444190

I am rejecting this response because: By the cellphone not being registered with the insurance I could not add minutes. So,how could they add minutes? I was trying to add them on my device and all I got was device not existing. Why cant Tracfone and ******* connect and give a decent product and service?

Sincerely,

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

This is in response your rebuttal 12/27/2022 regarding your Better Business Bureau complaint.

Research indicates that you have 500 minutes for assistance with adding more minutes please text ****** minutes or you can use the Tracfone app to add minutes.

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: 01/10/2023

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:11/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a TracFone customer for many years. On November 17th, 2022, I switched my SIM card to a ******* SIM card because of TracFone's encouragement. (******* owns TracFone.) When I did this, some technical issues occurred. These were resolved but in the process, I was given a new phone number. Prior to the switch, I had unlimited minutes and texts, and about 12GB of data on my plan, valued at about $60, not including taxes and fees. After the switch, all my data disappeared and I was given 1GB of data, valued at $5. My unlimited minutes and texts disappeared, and I was given **** minutes and **** texts. I called TracFone's support line on November 20, 2022 about this, but was rudely told that I could not get my data back and was hung up on. I am seeking either 11GB of data, or $55, their equivalent value. Thank you.
Business Response
Date: 11/28/2022
Dear ********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/20/2022, regarding BBB Case number ******** complaint.

Your complaint states that your phone was affected due to the ******* migration and you had to change it. When you did the process to transfer your phone number and services to the new network, your mobile data disappears from the account. Now you need the balance to be restored.
We spoke with you on 11/122/2022 to the contact number ************ and the resolution provided was to create the case #********** to add the data you lost back on your account. We added 9GB for the ones you lost and additional one as compensation.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.

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

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 11/28/2022

Better Business Bureau:

I was given 9 GB of data back. This is not quite the 11 that I lost, but I will not pursue this matter further. Thank you.

Sincerely,

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

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