Complaints

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

close

Find a Location

TracFone Wireless, Inc. has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

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:11/20/2022

  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.

  Hello,This even I added an additional ***** texts by using 500 of my rewards points. I received ZERO texts. It said I have 455 texts remaining instead of ***** texts. I chatted with someone on Tracfone who told me I did not have enough points to get a rewards. I have over ***** rewards points and proceeded to show her a screenshot that proved my transaction of using 500 rewards points for ***** texts. I told her to then to have a manager call me, which she refused to do. So I told her I'll go to the BBB then. The next thing I know I got an email stating your phone has been deactivated!I then spoke to a manager finally who was unable to help me as he had no clue what he was doing and he refused to transfer me. I need the same phone number I had before ************. I had nearly ***** minutes ***** minutes, and over 1.5 gigs of data. I am owed all of that and my phone number.

  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 21, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint states that, he wanted to have the phone number ********** back ASAP, as well as the ***** for texts, at least ***** minutes, and the 1.5 gigabytes of data. Furthermore, hes asking for the Loyalty Reward Points that he have in his account.
  
  We attempted to contact ****************** multiple times via phone ********** and e-mail ************************ on 11/25/2022, 11/26/2022, 11/27/2022, 11/28/2022, and 12/01/2022, but we were unsuccessful.  He also failed to respond to our calls and e-mails.
  
  Upon doing the investigation, the records shows that ****************** has ***** rewards points on his account. However he did redeemed his 500 points for the $5 Text Only Card on November 20, 2022, 08:14 PM EST. The remaining LRP that he have now is 655. Furthermore, the phone number ********** currently attached to the **** ***************. However, the status of the account is now STOLEN as of November 20, 2022. We also called the **** department for the remaining balance. We confirmed that the remaining balance on his account is ***** minutes.
  
  
  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 1263089235.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18443560
  
  I am rejecting this response because: first off I didn't choose Straight Talk Wireless so the wrong company replied to my message. I chose Tracfone. They have not called me one single time. There are no voice messages from Tracfone and I am home most of the time. If they called when I wasn't home they should be leaving a voice message. I have received absolutely no emails from them either nor anything from Straight Talk. They are lying, which is typical of them.
  

  Wrong, I had nearly ***** hours, 1.5gigs, and should have had ***** texts, but the ***** texts didn't go through. That is when I contacted Tracfone through chat. As I was chatting with them and they refused to send me to a manager I told them I would contact BBB. The next thing I knew it my account was deactivated. After finally getting someone else to get me to a manager I learned it was reported stolen. It was reported stolen by Tracfone's worker even though the phone was in my hands. Nobody else reported it stolen. I didn't report it stolen. Tracfone's worker did. Now they refuse to give me back my phone number, minutes, data, texts, and reward points. They were all paid for.

  Otherwise they need to pay me for my phone, pay me for my minutes, data, texts, and reward points if they refuse to reinstate my phone. I can't help that their verification system doesn't work. Likely because of the worker who was upset with me having deleted or changed all my information. That's a crime and if this doesn't get resolved I will be going to a lawyer.

  Their 4 digit pin number never works.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/21/2022

  Dear *************************,
  
  This is in response your rebuttal 12/13/2022 regarding your Better Business Bureau complaint.
   
  We tried to reach you at ************ regarding this matter but were unsuccessful.
  
  Research indicates that the missing minutes were already added to IMEI # ***************.
  
  
  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

   
  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.

  
  

  Complaint number 18443560 was solved a couple of weeks ago.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/20/2022

  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.

  I have spoken to 3 tracfone representatives over the last couple of weeks. My 91 year old mother's tracfone was deactivated because it was too old to access the network. She had approximately **** minutes on the phone and nobody from tracfone will transfer these minutes to her new phone. I have spent hours on the phone with tracfone. When I ask for a manager or someone above them to help me, they say no. I am personally switching my phone from tracfone to a different company. I would like my mother to have my remaining minutes/data/texts and especially months of service. At one point a representative said he would transfer the minutes/months from my own phone to my mother's new phone. He said I had to buy a plan to activate the new phone and he had to give her a new phone number. He gave her a new phone number and I bought a cheap plan ($11) to activate the phone, but the minutes/months that he said had transferred didn't actually transfer. I want my minutes and months from my phone to go to my mother's phone (without having to give up my phone number) and I want tracfone to restore the **** minutes she lost.

  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 11/20/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issues to transfers the **** minutes from the old phone to the new one.
  
  After further investigation, we were no able to verify your account because you not put the phone number on the complaint to verify your information.
   We have attempted to reach you multiple times via phone ************ and via email ********************** on 11/22/2022, 11/25/2022, 11/26/2022, 11/29/2022 and 12/02/2022 however, we were unable to speak with you and you have failed to response to our e-mails.

  
   If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
   Please refer to email reference number ******* or 1266988420.

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

  
  Thank you for choosing Tracfone Wireless.
  

  Customer Answer

  Date: 12/05/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I DID call the phone number that was given to me by tracfone. I spoke to a representative who said he couldn't transfer the minutes to the new phone because I couldn't provide a pin number and I don't remember the pin number. The alternative was to give them the last 4 digits of a credit card number that was used within the past 90 days. I explained that I hadn't used a credit card to put minutes on that phone since a year ago. The representative said that the only way for the minutes to be transferred was to remember the pin number and I don't remember the pin number.

  The other concern that I discussed with the representative was that the replacement phone they had sent me wouldn't hold a charge. He said that they could send me a new phone if I returned that one. I explained that the phone would be useless to me without the minutes from my mother's old phone and the months from my old phone.  He explained that the months from my phone couldn't be transferred because I had just ported my phone number. At the end of the phonecall, I said not to bother sending the label to return the phone, as I was done with tracfone and throwing out the replacement phone that wouldn't hold a charge.

  I also emailed Tracfone this email below:

  Re: Tracfone's response BBB case ******** (KMM15356147V30987L0KM)
  
  I called this number the other day and was told that the minutes couldn't be retrieved unless I could remember the 4 digit pin, which I can't.
  The representative was willing to replace the new tracfone that wouldn't hold a charge, but it is not worth my bother without the minutes from
  my mothers phone and months from my phone. I threw away the defective new tracfone and am finished trying to deal with tracfone.
  *********************
  On Tue, Nov 29, 2022 at 9:15 AM ********************************************************* <*********************************************************> wrote:
  
  Dear ****************
  We are writing you from Tracfone **************** in regards of the BBB case complaint.
  We are contacting you to follow up on your request and provide the required assistance on your phone concern.
  Feel free to reply this e-mail with a contact number and best time for you to receive our call. 
  For more assistance, you may call us at *********************** from 9 a.m. to 7 p.m. EST. from Monday to Sunday.
  Regards,
  Tracfone Wireless.
  ********** <**********************> Tue, Nov 29, 8:39 PM (6 days ago)
  to *********************************************************
  Sincerely,
  
  *********************

  Business Response

  Date: 12/20/2022

  Dear *********************,
  
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.
  ************************* many attempts have been made but unsuccessful in reaching you.
  
  Your complaint states that you are having issues to transfers the **** minutes from the old phone to the new one.
  
  ************************* based on the information provided we will need to verify account information. ************************* what is the best contact phone number where you can be reached to and time?
  
  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 Tracfone Wireless.

  
  *************************
  Tracfone Wireless
  BBB Specialist

• Initial Complaint

  Date:11/20/2022

  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.

  Order number *********. My order was placed on November 14, 2022 for a Orbic ****************** phone due to technology change and Trac Fone making me get another phone. The customer service rep entered the wrong street address as ****** instead of 165 Pl. I noticed this mistake via e-mail minutes after the transaction. I called immediately and was told that nothing can be done. I will have to wait until phone is delivered to wrong address then report it as not receiving the phone. I called back and got a different customer service rep. I was told the info will be sent to the warehouse. On November 16, my phone was delivered to the wrong address after I was forced to pay $4.95 plus tax for the delivery of a "free" phone. I called and was told nothing can be done after delivery. So my phone is in the hands of an unknown person. The phone and delivery was supposed to be free due to mandatory upgrading. I had to buy a phone at ***** plus tax after all this due to poor customer service. I don't know what problems I will encounter in the future with the phone being delivered to the wrong address. I would like to be reimbursed for the delivery that ********* had sent to the wrong address plus reimbursement for the cost of the phone I was required to buy because of their mistake.

  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 11/20/2022, regarding BBB Case ******** complaints.
  
  *************** complaint states that he did not receive the free phone since her account was affected due to migration.
  
  Per our records, we were able to pull up his account and shows inactive in our system. We reviewed the ticket number **********; status still is already closed but customer did not receive the free phone due to wrong address. In addition, ticket been updated and ready for re instatement. With this we need to speak the customer to process the free phone and validate the account.
  
  *************** has been contacted multiple times via phone ********** and email ********************  on  11/22/2022, 11/25/2022, 11/28/2022, 11/29/2022 and 12/01/2022; however, we were unsuccessful customer has failed to respond to our calls. We receive an email response but we were still unable to reach him.
  
  If ************* should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Ticket Number ********** and
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Departmentz

• Initial Complaint

  Date:11/19/2022

  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.

  they switch to to only using ******* and now my phone wont work and i spent money to get the new ******* sim card and still does not work. i getting made cause my phone wont work and i loose my job

  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 11/19/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issues to use the phone due to the ******* Migration
  
  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 phone calls.
  We spoke with **************** on 11/23/2022 to the contact phone number ********** and you mentioned that your phone is working now and you already test all the feature, 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 1266986663.

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

  
  Thank you for choosing Tracfone Wireless .
  

• Initial Complaint

  Date:11/19/2022

  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 had a Rewards Account on Tracfone with ****** points. On 11/2/2022 they disappeared. When I called Tracfone they are telling me they don't show that I ever had them points. I have screen recordings on my computer that show I did have the points and also a Rewards account since 2/10/2022. I had also purchased a new phone and Tracfone was in the process of adding it to my Rewards account that would have added another ****** points to my account. On 11/1/2022 I was told by a Tracfone Rewards person on the phone that they had added the ****** points to my account and I asked if it showed I now had ****** total points and was told yes. The next morning when I logged into my account they did not show up. So I called Tracfone ***************** When they tried to access my account it was not to be found. It had disappeared. They had me create a new account and put the 3 phones in the account but with no Reward points. I have called several time and when I talk to someone I had been hung up on, they don't come back on the phone or just say there is nothing I can do. I told them I had screen recordings showing that I did have the original ****** points and was supposed to be getting ****** more for my new phone I purchase with a new line. They keep saying no records found for that account. So I am out ****** points. ****** reward points gets you a $300 discount on a new phone. So I lost quite a bit with all them points. I just want all my Reward points put in my Rewards account.I can send a copy of my Rewards account showing all my activity on my Rewards account since it was created until 11/2/2022 when my account disappeared. The new phone I activated with a new line on 10/31/2022 is not showing up on the photo since it was never put on the account for my additional ****** Reward points as I was told they had done.

  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 19, 2022, regarding BBB Case number ******** complaint. 
  
  ************** complaint states he had rewards point on TracFone Wireless with ****** points. He had a screen recording on his computer that shows he have the points and a rewards account since 2/10/2022. He also purchased a new phone and in the process of adding another line, which would earn him another ***** points, for a total of ******. The next morning, when he tried to access my account for TracFone, the points is nowhere to be found.
  
  ************** was contacted multiple times via phone number ************ and e-mail ******************** on 11/22/2022, 11/28/2022, and 11/29/2022, but we were unsuccessful. We received a return call from him on 11/22/2022 and 11/25/2022, also an e-mail response on 11/22/2022.
  
  Upon review, we check the system and found no records of the said points. The customer was able to send a screenshot of his accumulated points. With this an escalation is needed to further investigate the account. The results of the escalation deemed the points invalid since changes were made on this account.
  
  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 1266969136.
  
  Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18440514
  
  I am rejecting this response because: I did have a Rewards account. I have shown that in the screen captures I sent to Tracfone. The screenshots showed that. I do not know why they are invalid. I even saved a copy of the Tracfone chat session when the customer service rep activated and added the 2 phones to my Rewards account on 9/24/2022. The ****** pending points was then showing in my rewards account. I have used reward points twice since I enrolled in Rewards program on 2/10/2022. Why is there no record of any of this. I have yet got an answer as to why my Account disappeared. Lost not only pending points but available ***** points. I am an honest person and been a loyal Tracfone customer for many many years. They owe me the ****** points that were pending and now would be available. Also was told on 11/1/2022 that the new ************* I activated with a new line on 10/31/2022 to get ****** pending points was added to my account by Tracfone employee but never showed up on my account. Sure seems funny that there is no record of any of this. I purchased and did what I was supposed to for the rewards account and should be given what was promised buy Tracfone/Verizon. If my Account hadn't disappeared it should show a Rewards Account now showing 2***** available points and ****** pending points. That is the honest truth.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/20/2022

  Dear *******************:
  
  This is in response to the November 30m 2022, rebuttal to  Better Business Bureau complaint #********.
  
  We would like to apologize for any inconvenience with the Loyalty Rewards program and appreciate the additional feedback. To research this issue further, please provide the associated phone, the phone that had a balance, and the two referred devices: for research into this issue. A check of the number ending we **** does confirm that it is enrolled in loyalty rewards,but no points are present.
  
  Once the phones are confirmed, the balance issue can be escalated for research into this issue.
  
  If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.
  
  Thank you for choosing TracFone Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. ****

  Customer Answer

  Date: 12/25/2022

   
  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:11/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone number ************ has seen its balance for call, text, and data reduced to absolute ZERO at least 5-6 times in the last few months. THen I am stuck downtown unable to make or receive calls on service I had already paid for.This phone is primarily used for emergencies, so there should not be zero in any of the balances in any case and the service end date is Jan 28, ****. I have spent countless days speaking with legions of clueless tracfone representatives, managers, and even supposed corporate resolution officers who cannot seem to do the simplest things.In my last communication I was advised that my balance would be reset to ****** minutes for calls, ****** for text, and 8 gigabytes for data. Instead it was again bombed out to zero several times and then now is 996/1000/1.99 gb, a far cry from what was offered. I'm tired of talking to tracfone, which can't even seem to maintain a consistent balance or honor promises.

  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 11/19/2022, regarding BBB Case number ******** complaint.

  
  Your complaint states that your balance for the phone number ending in **** has been reduced to 0 several times this year. Also, you mentioned that you were promised a compensation for those issues but you never receive it. 

  
  We successfully spoke with you on 11/23/2022 and we provided the compensation that was promised. Please refer to ticket **********. A callback was scheduled to confirm if the service was working properly.

  
  Due to the holidays, we called again on 11/27/2022 but we could not reach you; however, you replied to our email mentioning that you still had data issues.
  We tried again on 11/28/2022 and 11/29/2022, but we could not reach you. Nevertheless, you replied to our emails mentioning that you still had issues with the service.

  
  We were able to speak with you on 11/30/2022 and 12/2/2022 but you mentioned that will call us back since you were busy at the moment.

  
  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:11/19/2022

  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.

  nov 3d 2022, paid $181.00 which has been withdrawn Nov 4, Get put on hold and hung up on on 7 occasions. I need my new phone for health reasons to call my Doctors and family. No one speaks English very hard to understand and ************ accross.

  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 11/19/2022, regarding BBB Case number ******** complaint.

  
  Your complaint states that you ordered a phone on November 3rd but, you have not receive the device yet and you need it for health reasons.

  
  We attempt to reach you multiple times via phone to the contact number ************ and email was sent to ********************* on 11/22/22, 11/25/22, 11/27/22, 11/28/22 and 12/04/22; however, we were unable to speak with you and you have failed to respond to our emails.
  
  We checked the information about your order and unfortunately we cannot process it so, we can offer a refund for the purchase.

  
  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.
  

• Initial Complaint

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have been loyal Tracfone customers for over ten years. I have kept two lines active. We have bought many tracfones and amassed a huge amount of credits (my line shows credits for over ****** minutes, over ****** text, and 14GB for internet). ****** line showed similar numbers. I renewed her 1 year contract on 4/8/22 FOR $127.63. HOWEVER, Tracfone stomped on ****** **** in August of this year!Her phone cut out in the middle of a call around 8/6/22 and then IDd itself as SMARTTALK not TRACFONE and said she had NO call credits left. When I called Tracfone customer support they reinstated **** as **********************, but all of her credits had vanished! After many hours of dealing with Tracfone by voice and chat I finally gave up and bought her a new 1 year contract on 8/31/22 FOR $128.13 even though her line had lost all previous credits. THEN TRACFONE DID IT AGAIN THIS WEEK! Some credits were still attached BUT ALL OF HER MINUTES WERE GONE! Frustrated, I bought her 500 minutes to keep her going, BUT THIS HAS TO STOP!

  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 19, 2022, regarding BBB case # ******** complaint. 
  
  Your complaint states that you have been having issues to receive the correct balance benefits on your wifes account, as she is missing a several number of minutes, text messages and data.
   
  We have contacted you on 11/23/2022 to the phone number ************; and we were able to give you proper assistance, as we provided with an extra **** minutes, **** text messages and **** Mb as compensation, due to the issue that you have been through. The process was done with the reference number 1267027714.
  
  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 1267028127.  
  
  Thank you for choosing Tracfone Wireless. 
  
  

• Initial Complaint

  Date:11/18/2022

  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 purchased a Tracfone/Straight Talk wireless hotpspot from **** but I could not activate it because the claim was that they device was not scanned. I would like to activate the device so I can surf the net. The part number is: GPK0K779HSDCGB; IMEI Dec: ***************. My address is actually *******************************************************************************. I have contacted the customer service department but they said it had to be scanned. The **** seller refunded me my money, but I would still like it to be activated. It is a waste of a device and is just sitting at home.

  Customer Answer

  Date: 12/01/2022

  Here is some additional documentation. Tracfone/Straight talk wireless are one in the same and I called them before and and they seemed not to be willing to activate my hotspot device. The documents are attached. Their customer service seems not to understand English or does not want to understand me. I get the run around. I called back in June and July but no assistance was really given.
  

  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 21, 2022, regarding BBB Case number ******** complaint.  
          
  ****************** complaint states that he purchased a Straight Talk Wireless Hotspot from ***** but he could not activate it because the claim was that the  device was not scanned. He would like to activate the device. He already contacted customer service but he was told that the device needs to be scanned. The **** seller  already refunded him the money, but he would still like to activate the device.
  
  **************** was contacted multiple times at ********** and email ************************* on 11/25/2022, 11/28/2022, 11/29/2022, 11/30/2022 and 12/2/2022  but without success, he has failed to respond to our calls and emails.
  
  As we review, the device status is INACTIVE and as per customer **** already refunded him the money he spent for the device. Therefore it is not eligible for activation.
  
  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 1267128897.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18438306
  
  I am rejecting this response because: I am requesting how to get the item activated. I paid for the item and the seller refunded it because I told him that Straight Talk said it was not scanned. Why the device cannot be activated though. It is perfectly useful. Do you want me to discard it just because the seller did not activate it? I do not understand why I cannot have it activated at a service provider or from you personally. How hard is it to activate the device? do you want a payment or something? Some type of activation fee? what? why should the hotspot go to waste?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/09/2022

  Dear ***************************,
  
  This is in response your rebuttal 12/09/2022 regarding your Better Business Bureau complaint.
  
  Research indicates that you were already refunded by **** we are not able to activates a device that is not scanned.
  
  
  We attempted to contact you at ************ but was unsuccessful. Please leave a proper contact number so that we can reach you.
  
  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 # **********

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a phone from Tracfone and have been using it for one year. Per their requirement, after one year I should able to call in and request the phone to be unlocked. My contracted ended on November 13, ****************************************** because they claimed they could not verified my account. They could not send a text to my phone or email even though everything is correct on their website. Yesterday, November 17, 2022 I was able to get through with a rep and she was able to send me the verification text and told me everything is done and the phone is unlocked. Today I put a Tmobile sim card into the tracfone phone and it says sim locked. I called Tracfone and rep picked up and told me sent out a text to my phone to verify my account which did not go through. She then told me she would send it to my email and again I did not receive anything. Yet, I received their survey email from the previous rep to evaulate the experience. She also asked me to read her the call logs from my phone which I did and she stated the system could not verify therefore she could not anything. She asked me to call back in 15 minutes. I provided her my cell and aksed her to call me instead. Unlocking a phone should not be this hard. Now ******* aquired Tracfone, their policy states phone will automatically unlocked after ******************************************* four to five to request for unlock when they already fulfilled the one year requirement. Every call is about 1 hour or more and nothing can be done. All promises. I even reached out to social media and did not get a reply back. This kind of business is unacceptable.

  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 19, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint states that he wanted to unlock his device from **********************.
   
  We reach Mr. ********* multiple times via phone number provided and on her e-mail address, but we were unsuccessful. Account is only active for a month last 2021. As per terms and conditions, devices activated on the ******* network after 11/23/2021, automatically qualify for unlocking after 60 days, free of charge. Customer will be eligible for free unlocking after 12 months of paid and active service. He can still unlock the device today, for a fee of $138 plus taxes where applicable and the fee is non-refundable.
   
  If Mr. ******** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
   
  Please refer to email reference number ******* or Ticket Number 1266641005.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive *********************

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18437932
  
  I am rejecting this response because:  the person who investigated into this matter does not tell the truth.  To be clear, the fourth rep was able to help me get the phone unlocked.  I had service for one whole year not one month as stated.  Many reps did not want to help me unlock the phone.  The last rep was very helpful and stayed on the phone and helped me going through with the unlocking code.  Tracfone system definitely has issues, they provided reasons that they could not validate my account even though I provided everything they asked, including personal information.  This would be my last time buying a Tracfone.
  
  Sincerely,
  
  *************************