Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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

3,428 total complaints in the last 3 years.
799 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/18/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been getting a Total Wireless card for (30 day plan) on the cell phone. When we were in ********** they had changed the card to a red colored one and it had Total by ******** Normally we would put in a new card before the time is up and when you call they asked if you want to add or place on reserve. What that does is it starts as soon as your other minutes are gone. When I put in (30 day plan) tonight, they didn't ask for reserve or add. I called them and they said they couldn't put on reserve because they changed over. We had already paid for 30 days of service and they cheated us out of about 3 or 4 days to when my current card runs out. Thats scamming people, because we've already paid for the minutes we had on our phone. The phone number is the same number as the green card had on it to call your new card number. I asked the person to give me a number where we can get it straightened out and he said "I can't do that".
Business Response
Date: 11/18/2022
November 18, 2022

Better Business Bureau of **********
1262 ****************************. Building A, Suite 202
********, ** 08690

RE: Complainant: ***********************
Complaint Number: 18432574

Dear Ms. ************************** you for contacting *************** of ********* Relations regarding *************************** compliant. In his complaint, received on 11/18/2022, *********************** contacted the Better Business Bureau regarding a refund for his Total by ******* account.
Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward *************************** complaint to the appropriate ******* Team.
Email: **************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
Lauryce
********* Relations Analyst

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 11/18/2022, regarding BBB Case number ******** complain.

************** complaint states that he had been getting a Total by ******* Card for $30 plan on the ******* store. When he added the new plan his service days was change, it was moved back to 12/17/2022 instead of 12/20/2022. He wants his service days to be added on his account.

We receive an inbound call with ************** today, November 30, 2022, 10:52 AM EST at **********, he stated that he filed a complaint about the service days that was lost when he added a new $30 plan on the automated system and upgraded his account to Total by ******* on 11/17/2022. In addition,he is claiming for his service days that would end 12/20/2022.

As per investigation, there was a plan added on 10/21/2022 with a $25 plan and the service end date is 11/20/2022. However, his account was deactivated on 11/17/2022 due to system error and reactivated it on the same day with a new $30 Total by ******* Card on the automated system. With this, we process a replacement to extend the service days on his account in reference to the ticket number 1267449643.

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 1267129717.

Thank you for choosing TracFone Wireless

Sincerely,

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

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:11/18/2022
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 unauthorized transaction: 11/09/2022 Amount: $23.25 TracFone committed to provide reliable cell phone coverage and was not what I needed so I decided to switch cell phone providers. Usually, TracFone auto billed me on the 10th of every month, however they billed me a day early which happened to be the day I was switching providers and canceling my account with them. When I called to resolve this unauthorized payment the customer service ***************** told me the service was porting my number and it was out of his hands to resolve the issue. He assured me he was a manager that is capable of handling refunds, but he said it was not possible to refund this particular event. No alternative resolution was offered.Account was under the cell phone number: ************ Order ID for that transaction was: BP20221109554439843
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 18,2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that TracFone auto- billed her every month, however, she was billed a day earlier which happened to be the day she was switching to another provider and canceling our service. Her desired resolution is to get a refund.

We spoke with ******************** today, November 21, 2022, 4:58 PM EST at **********. We have confirmed that she is not eligible to get a refund since she ported out her number with port out ticket ********** on 11/11/2022.She requested to have her plan purchased to be transferred or added to her husbands phone number. As for one time courtesy, we issue a replacement.

Upon review, the device is no longer in service. Thus, we issue the service plan purchased on her husbands phone number.

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 1266938444.

Sincerely,

Executive *********************
Customer Answer
Date: 12/10/2022

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:11/18/2022
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.
l ordered a phone and plan on Nov 2, 2022 shipping was to be within 1 to 3 business days. On or around the 4th the online order system said error in remote fulfillment. Called customer service(CS) and asked what that meant. CS said they did not know. Transferred me to another **** who after I went through the story again they asked me if I wanted a callback. I accepted. received callback on agreed upon time but had to go thru the whole story again and was told 24 hours. This entire scenario above repeated itself 4 times over the next 5 days with the excuse for not being shipped each time changed. Several times the call back was scheduled for 15 min but after two days still hadn't received the call back. Once I was told it had shipped and a tracking number assigned by the carrier and it would be emailed to me. I asked for the number over the phone and was told they couldn't give it to me over the phone. I asked them to send it now while I had them on the line and was told they could not and it would be 15 min. In any event the email never came. Straight Talk took payment and my account was debited but still no phone. They have over $1000 of my money and say I can't cancel and they will not send my phone. Received an email yesterday Nov 17 apologizing and saying the phone had been back ordered with no projected delivery date. BBB please help me cancel and get my money back. How can they take payment knowing the item is not available and they won't be able to deliver the item? One lie after another and from an online search of this problem it is rampant within Sraight Talk customer service.
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 18, 2022, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that she placed an order for a phone with a service plan; however, the phone was not delivered within the time frame. They wanted to cancel their order and a refund.

We spoke with Mr. and ******************* on 11/23/2022, at ************. They were venting about their frustration with our shipment service wherein the phone was delivered on 11/21/2022 in which they ordered the phone on 11/2/2022. They suggested, if in case that there will be shipping issues,we should send an update via e-mail as soon as possible. Thus, their phone is working,and they do not need any compensation. In addition, case will be closed as agreed.

Upon review, Ms. ******** account is provisioned properly in our system. The device is supported with the upgraded network and call records indicate that the phone is successfully being used.

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 1266935767.

Thank you for choosing Straight Talk Wireless.

Sincerely,

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:11/17/2022
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.
So I just recently sent in a complaint about simple mobile (complaint # ********).Well as that was being addressed I MADE THE SAME ORDER AGAIN THROUGH TRACFONE. THIS TIME FOR $56. THE SAME THING HAPPENED. THEY DENIED ME CUSTOMER SERVICE. THEN DELAYED ***** SHIPMENT THE ***** ARRIVED TODAY... LATE. AND AGAIN WITH NO ***** PLAN. AND AGAIN A REQUIREMENT FOR ***** PURCHASE. SO I RECIEVED ANOTHER ***** WITH NO PLAN BUT A RECEIPT FOR FULL PURCHASE. THIS IS IDENTICAL TO OTHER COMPLAINT. TAKE A LOOK AT ATTACHMENT. I BELIEVE THIS ***** PROGRAMMING HAD BEEN COMPROMISED ALONG WITH OTHER *****.... OTHERWISE I WOULD HAVE RECIEVED ***** PLAN.
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 11/18/2022, regarding BBB Case ******** complaints.

Mr. ******* complaint states that the phone service and the service plan purchase was not added on the phone..

Per our records, we were unable to pull up an account in the system. With this we need to speak to the customer so we could address this matter accordingly to gather information.

**************** has been contacted multiple times via phone and e-mail at **************************** on 11/22/2022, 11/23/2022, 11/25/2022, 11/28/2022 and 12/2/2022; however, we were unsuccessful **************** has failed to respond to our calls and emails.

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 1266971664.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/17/2022
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.
Complaint #******** I called TracFone again and spoke to ****** who politely activated the line. Problem Resolved. Thank you for your time. God bless.
Business Response
Date: 11/30/2022
***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated Nov 17, 2022, regarding BBB Case number # ******** complaint.

Your complaint states that you were able to transfer your number to the new device, as reference of the complaint ********.

We checked your account; we were able to find that the account is active and phone usage indicates that the phone is in use.

We have contacted you on 11/22/2022 via phone ************, and you did confirm that your number was successfully transferred and is now working properly.

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

Please refer to email reference number ******* or Ticket Number 1266935906.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 11/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Eve *
Initial Complaint
Date:11/17/2022
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 referred a friend to straight talk back in July of 2022. I still havent received my rewards points for referring a friend. I have proof of when I referred a friend.
Business Response
Date: 12/19/2022
Dear *************************,

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

The complaint has been escalated to the appropriate department. You will be contacted with findings.
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 # **********
Initial Complaint
Date:11/17/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been using Tracfone wireless for about ***** years and have been accumulating rollover minutes during all of that time. A few days ago my phone stopped functioning and directed all my calls to a pre recorded message and then to a Tracfone employee. They told me that I had used my prepaid ***** minutes that I purchased in Feb 2022. When I asked what had happened to the other ***** minutes from the years of rollovers that I had amassed over the last 13 years, they said they they didn't know what happened and that they couldn't or wouldn't do anything about restoring them. The phone # associated with this issue is ************.
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 11/17/2022, regarding BBB Case number ******** complaint.
Your complaint states that you lost **** minutes that you have accumulated in your account.
As per investigation, those minutes were used already. At this time, you may purchase a service plan through one of our channels or you can go to a retailer and purchase a service card.
We have tried to contact you via phone at contact number ************, and email was sent to ********************* on 11/23/2022, 11/25/2022, 11/27/2022, 11/28/2022 and 12/1/2022; nevertheless, you replied to our emails requesting your balance from February; however, we replied back explaining that we need to speak with you to provide this type of information.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ********** or *******.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 12/02/2022

Complaint: 18417735

I am rejecting this response because: I did not use up all the minutes they claim I have. My phone frequently goes ***** hours with no activity what so ever and when I do use it I average 2-3 calls a day and most only last a minute or two. I have some of the call logs on my phone that I can check even if Tracfone won't show me their records or share any of the information I asked for with me. They keep saying they need to speak with me but there's nothing I can tell them on a phone that I can't tell them in an email. But they refuse to communicate via email. And I've tried to avoid hurting any feelings thus far but if they want to talk to me they need to get someone that speaks English as a first language. I have military related hearing loss which gives me enough problem, but the heavy accent these people have makes it impossible for me to understand them in a conversation.

Sincerely,

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

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

Thank you for the follow up about missing minutes from your account. We apologize for any inconvenience.

A preliminary check of the account does not verify any remaining minutes. However an analysis is being request to determine if the account is due any additional airtime which may have accumulated over the years. We were able to confirm that the phone has been in use for Talk. Please allow up to 72 hours for balance confirmation.

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: 12/26/2022

Complaint: 18417735

I am rejecting this response because: They refuse to divulge the information on the balance of the account in question in Jan 2022, and they refuse to try and explain how I accumulated minutes for **************************** 9 months use up all the **** minutes I purchased in Feb 2022, in addition to the ****** or so minutes I had accumulated in the previous 13 yrs. When I ask them for information they say they can't give out personal information in an email. That's the sum total of their argument when I ask for the information.

Sincerely,

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

This is in response to the December 26, *****, rebuttal to Better Business Bureau complaint # ********.

We have requested a report of total minutes added to the account, and a thorough analysis of the addition, and usage of the account was done. Confirmation was received for the maximum balance of ***** minutes. Our system never reported ***** minutes at any time.

The cause for the discrepancy varies, for example, the system may have issued minutes in error that were never removed, if that was the case we do not replace the minutes. In other cases, one of the previous phones may have had a debit feature defect, which may have caused the total to appear more than was purchased, or did not deduct used airtime. Whatever the cause, and based on the finding of our *************************** we will not be able to issue the minutes that you are claiming.

Based upon the final balance report, we are closing this complaint.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:11/17/2022
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.
On October 4th, 2022 I bought a Moto 5g styles cell phone, on November 2nd, 2022 the phone quit working altogether, I called Tracfone that day and they gave me ticket # ********** and said they would e-mail me a return label so I could return the phone, I never received an e-mail, so I called back later that day and talked to another agent who said they would resend the e-mail, the next day I checked my e-mail and still nothing. I called again on Nov. 3rd, and talked to another agent who sent the e-mail for the return label but you couldn't open the label to print it. I called again and spoke to another agent who said he would resend the e-mail and also mail me the return label, I never received the e-mail or label in the mail. I paid $200.00 for the phone and I want a refund, I have had to purchase another phone so repairing it or replacing it is not an option.
Business Response
Date: 11/30/2022
Dear ********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/17/2022, regarding BBB Case number ******** complaint.
Your complaint states that you purchased a Straight Talk Wireless phone but it was defective. You were advised to return it to receive a replacement one; however, you never received the pre-paid label to do so. Since the process was taking too long, you purchased a new device and you were requesting a refund for the defective phone.
As per our records, a label was sent on 11/30/2022 with tracking number 1Z85W81F0241439366, so you can send the defective phone. We are waiting for that device to be return along with the receipt of your purchase and we will send you a check via mail for the amount you paid on the store.
We tried to contact you via phone, contact number ************ and email was sent to ******************* on 11/22/2022, 11/25/2022, 11/27/2022, 11/27/2022 and 11/30/2022; however, 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 Total by Verizon.

Customer Answer
Date: 12/01/2022

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: 12/30/2022

Complaint: 18417833

I returned a defective phone to Tracfone which was delivered on 12/5/2022, I called 10 days later to check the status, and they said it wasn't processed in their system yet. I called the following week, they told me my refund had been processed. I still have not received the refund for the phone, this company is excellent at giving people the run-around.

Sincerely,

***************************
Business Response
Date: 01/24/2023
Dear ********************************,

We have received and reviewed your Better Business Bureau complaint. ******************************* many attempts have been made but unsuccessful in reaching you.
******************************** is requesting for a refund on a return device. ******************************* based on the information provided we will need to verify account information for the return of device.
******************************** if the device was purchased at a retail store we will need to have proof of purchase receipt or if the device was purchased online we will need the online order number.
You may contact me directly via email to **************************

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

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless
BBB Specialist
Customer Answer
Date: 01/25/2023

Complaint: 18417833

I have sent an e-mail to Jany@Verison giving her the tracking # showing Tracfone received the phone on 12/5/22, I also sent her a copy of my receipt for the phone, I am hoping this will resolve this issue

Sincerely,

***************************
Business Response
Date: 01/26/2023
Dear ********************************,

We have received and reviewed your Better Business Bureau complaint. ******************************* many attempts have been made but unsuccessful in reaching you.
******************************** is requesting for a refund on a return device. ******************************* based on the information provided we will need to verify account information for the return of device.
******************************** if the device was purchased at a retail store we will need to have proof of purchase receipt or if the device was purchased online we will need the online order number.******************************** what is a good contact phone number where you can be reached?
You may contact me directly via email to **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless
BBB Specialist
Customer Answer
Date: 01/31/2023

Complaint: 18417833

----Please see attached requested receipt---

Sincerely,

***************************
Business Response
Date: 02/08/2023
Dear ********************************,

We have received and reviewed your
Better Business Bureau complaint. ******************************** many attempts have
been made but unsuccessful in reaching you.
******************************** is
requesting for a refund on a return device. ******************************** based on
the information provided we will need to verify account information for
the return of device.
******************************** if the device was
purchased at a retail store we will need to have proof of purchase
receipt or if the device was purchased online we will need the online
order number.******************************** what is a good contact phone number
where you can be reached?
You may contact me directly via email to **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless
BBB Specialist
Business Response
Date: 02/09/2023
Dear ********************************,

We have received and reviewed your Better Business Bureau complaint. ******************************* many attempts have been made but unsuccessful in reaching you.
******************************** is requesting for a refund on a return device. ******************************* based on the information provided we will need to verify account information for the return of device.
******************************** you purchase receipt for the device has been received.
******************************** the return tracking number provided for *** Tracking number 1Z85W81F0241439366 is not a valid return tracking number it indicates it was not returned to our the company facility.
******************************** what is the correct return tracking number?
You may contact me directly via email to **************************
My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless
BBB Specialist
Customer Answer
Date: 02/10/2023

Complaint: 18417833

--see both attachments, receipt and *** delivery receipt--
I returned this phone and it was received on Dec 5th 2022, 9:22 am, here is the tracking # 1Z6980xx9041003130, I have also e-mailed a copy of my receipt for the phone 5 times already to Tracfone, and sent a copy with the returned phone, I am now sending this receipt again to you, please advise, Thank You

Sincerely,

***************************
Customer Answer
Date: 02/13/2023
I talked to **** the other day, she called me. She said she is mailing me a refund and I will have it in 30 days, I will let you know if or when I receive it. Thank You so much for all you have done
Initial Complaint
Date:11/17/2022
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.
My family members were customers with Total Wireless until they were bought out by ******** Now, rather than going on plans with ******** we chose to go to ****** Fi. However, when it came to transferring our phone numbers over to ****** Fi, ******* blocked access. They refuse to give us the account numbers needed to make the switch. Now, we are all stuck unable to text or call because our service from Total Wireless has ended.
Business Response
Date: 11/16/2022
November 06, 2022

Better Business Bureau of **********

1262 ****************************. Building A, Suite 202
********, ** 08690

.RE: Complainant: *********************
Complaint Number: 18361806

Dear Ms. ***************************** you for contacting *************** of ********* Relations regarding ************************* compliant. In her/his complaint,
received on 11/06/2022, Customer is requesting the ability to port from Total Wireless a TracFone Brand, to GoogleFI, and is
requesting assistance with that transition.

Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines,
please forward ************************* complaint to the appropriate ******* Team.

Email: **************************************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
*****
********* Relations Analyst
Customer Answer
Date: 11/18/2022

The issue was resolved. I want the complaint withdrawn, not sent to TracFone.
Initial Complaint
Date:11/16/2022
Type:Delivery 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.
On 11/15/2022 I added and activated two new lines on my account. I did not receive the pending rewards points for these lines. There should be ****** pending add-a-line points on my account. Please advise.************************* account email: *************** Existing line: ************ New lines missing pending rewards points:************ - Order ID: ********** ************ - Order ID: ********** Contact: ************
Business Response
Date: 11/30/2022
Dear Mr. ********************************************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/17/2022, regarding BBB Case number ******** complaint.
Your complaint states that you activated 2 lines on your account, but you did not receive the points for the Add a Line promotion.

As per investigation, both phones meet the requirements for this promotion. We added manually ***** points on your account. These points will be in a cooling period for 60 days.

We successfully spoke with you on 11/22/2022 to provide the resolution of this concern. If you still require assistance, you can contact ************** enter PIN ********** of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est..Please refer to email reference number ********** or *******.

Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 11/30/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

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