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.

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  TracFone Wireless, Inc.

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

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:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing on behalf of my 88 year old mom. She lives on a small fixed ********* all started when she grew tired of running out of data on her TracFone. She upgraded her TracFone plan by paying $157.22 on 02-27-25, for more data for the following twelve months. A couple days after she upgraded her plan, her data went to zero GB!Running out of data became the aggravating norm, so I took care of mom by putting her on my T-mobile plan and canceling the TracFone debacle once and for all.I called TracFone, canceled the account on 3-24-25, they said Id receive a refund in 3 to 5 business days. Weeks went by no refund received. I called TracFone, they said they tried to contact my mom to process the refund but couldnt get ahold of her, so they CLOSED THE ***** My mom said they never called her. I suggested they call me instead of my mom and gave them my number. They said the refund department will call me soon to process the refund, I DIDNT get a call from them either.I called them today, 5-2-2025, explained the situation, ******* couldnt help me with the refund, I asked to talk to her supervisor, she said she is the supervisor. I asked to speak to her supervisor, after many minutes on hold I got her supervisor. He explained that I was given incorrect information and that my refund was being denied. I asked him to clarify that the three different customer service employees who told me I was getting a refund in 3-5 business days were all giving me incorrect information. This wasnt one conversation with one person, this was three separate conversations with three different customer service people who all told me I would be receiving a refund. This manager told me they all gave me inaccurate information that the refund is being ********* mom paid $157.22 for 12 months of additional data only to be told two days later her data was at zero GB.This is unacceptable, she wants a refund of her money and they are denying the refund.

  Business Response

  Date: 05/14/2025

  Dear **** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 2, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you upgraded your mothers service plan on 2/27/2025 and paid $157.22 for a yearly plan, since she kept on running out of data. However, her data balance went to zero few days after the plan was added, so you switched to another service provider and requested a refund. You were advised to wait 3-5 business days to get the refund; however, you still have not received it yet, and you were informed that you are not eligible for a refund.
  
  We reviewed the account and determined that you purchased and redeemed a $144 1-year unlimited plan with 12 GB of data on 2/25/2025; however, the account got deactivated on 3/17/2025 after the number got ported out successfully, with Port-out reference number **********. Usage Records shows 658 minutes, 372 SMS, and ***** MB of data were used from 2/25/2025 to 3/17/2025.
  
  We also reviewed the refund request ticket created on 3/24/2025, with reference number **********. As per notes, the request was denied since account was deactivated and number got ported out per your request. Please note that Straight Talk Terms and Conditions indicate that any Service which remains unused at the time of termination, including promotional balances, cannot be refunded or transferred to another person. In addition, airtime plans, used or unused, has no monetary value, and is non-refundable.
  
  After conducting an in-depth review, it was found that the account was affected by a backend migration; this system update involved upgrading to a new internal platform, which affected *************** customers during common transactions such as activations,reactivations, or redemptions. This update also caused customers balance information to incorrectly display as zero on their accounts while the migration was ongoing within March 13, 2025 March 21, 2025.
  
  We spoke with you via phone number ************ on 5/12/2025, and discussed the aforementioned. As courtesy, we processed your refund request amounting $157.22, with confirmation ID ****************. Please note that credit posts usually occur within 3-5 business days; however, it may take up to 30 days, depending on your financial institution.
  
  If you should 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. We appreciate your business.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April ****** I sent TracFone my defective handset and was told I'd receive a replacement handset in 3-5 business days. I never received the replacement handset, just excuse after excuse saying not in stock must wait. Then last week I was sent a cheap handset which didn't even compare to what I sent them which was a 2022 moto g stylus only 2 months old out of the box. I refused delivery of this cheap replacement handset as I eas promised a replacement handset exactly like I sent them or something that is comparable. They still have not sent me a replacement handset and have given every excuse under the sun and I'm getting nowhere with them, just stalling. We are 31 days into this nightmare with no replacement handset. This has been a nightmare.

  Business Response

  Date: 05/15/2025

  Dear ***** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you sent your defective phone back to TracFone to get a replacement, but what you received was a cheap incomparable device in which you refused its delivery and still wait for your replacement device.
  
  Upon review, we found that a warranty phone exchange ticket ********** was created on 4/01/2025 to replace your defective device, and on 4/09/2025, we confirmed the receipt of your defective phone. However, due to the unavailability of the phone, an unexpected delay in shipping your replacement device was experienced. On 4/28/2025, the record shows that you refused the replacement device we sent out with *** tracking number 1ZY870930200400839.
  
  You called us on 5/06/2025 and spoke with you via phone number ********** where we discuss the status of your replacement device. You agreed to receive a ******** Stylus phone. Thus, another shipment was put in place on 5/07/2025. As per *** tracking number 1ZY870930200406922, that replacement phone was delivered to your address on 5/09/2025. The record shows that the phone is active and service is being used. A follow-up call was made on 5/10/2025 and 5/11/2025 wherein you confirmed that you have the phone, and it is working. In addition, we manage to add additional minutes and service days to your account as compensation. Reference number 1320341048.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1320066367. 
  
  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:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I posted my referral code on social media and one of my friends joined Verizon/Tracfone on Apr 18 and used my referral code. I walked him thru the process and as expected he immediately received 5000 points upon joining. When I checked my account there were no points credited. I have done more than 5 referrals over time so should have earned 7000 points. I contacted Tracfone via chat and the agent checked everything including the referral credited to the new Tracfone user and filed a problem ticket on Apr 19 (**********). Transcript of the chat is attached. All of the pertinent information is in that transcript. Since then, I have talked to multiple representatives from *******/Tracfone who promised to "escalate" the issue and have the points credited. It has now been 2 weeks and nothing has happened.. Why can't Verizon/Tracfone honor it's commitments without such problems? Delay in crediting the rewards delays the use since they must "cool" for 60 days from the crediting date

  Business Response

  Date: 05/14/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 2, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that one of your friends joined TracFone on April 18 by using your referral code which immediately granted him with 5000 points. However, you did not receive the points after referring him.
  
  Loyalty Rewards Program enables customers to accumulate reward points based on their airtime activations and engagement for different activities. Members can refer their friends to TracFone using their unique codes, and both will receive the corresponding rewards points.
  
  We reviewed your account with phone number ending in 9901; it is active and provisioned in our system. We also reviewed the escalation ticket number **********; it was created on 4/19/2025 to review and resolved the issue regarding the rewards points you should receive for referring your friend to TracFone. However, the ticket was closed and notes indicate that you were contacted on 4/21/2025 via phone number ************,but you refused assistance.
  
  We spoke with you via same phone number on 05/05/2025; we submitted another ticket with reference ticket No. 1320013411.Furthermore, we informed you that it could take from 24 to 48 hours to get updates on the case.
  
  On 05/06/2025, ****** reward points were manually added to your account. We attempted to contact you via phone number ************ and have sent an email to ******************* on 5/12/2025, to discuss this update. We were unable to reach you via call; however, we received your email response confirming that the rewards points were added successfully.
  
  If you should 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've filed a complaint with the business about not being able to use the ************** bundle included in my current ************** given it a ticket #(1317258520). However, they're telling me that there's nothing they can do to fix the issue & will not refund the money I've paid for a service I can't use. I've requested the refund via telephone & was told of there unfortunate circumstances of not being able to refund my money. I seek a refund I'm the amount of $31.67.

  Business Response

  Date: 04/29/2025

  
  P.O. Box 10
  ****************-0010
  
  
  April 29, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: ***** ******
         Complaint Number: 23250619
  
  Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ***** ******** compliant.  In his complaint, received on April 25, 2025, the customer stated they were having issues with their ****** Bundle perk, the customer wants to be reimbursed for his service due to him not being able to utilize the perk he is paying for. 
  
  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,
  
  ******
  Executive Relations Analyst
  
  

  Business Response

  Date: 05/14/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 25, 2025 regarding BBB Case number ******** complaint. 
  
  Your complaint states that you were unable to use the ******* and Hulu subscription which is bundled with the service plan you purchased. A ticket was created; however, the issue still has not been fixed. Therefore, you requested a refund; however, you were informed that it could not be refunded.
  
  Please note that Total Wireless Terms and Conditions indicate that service plans, used or unused, has no monetary value, and is non-refundable.
  
  We reviewed your account; it is active and provisioned in our system, with the Total Wireless $65 30-day unlimited plan which includes ******* Premium Subscription. Transaction History shows that the ticket # ********** was created on 3/26/2025; however, it was still not resolved since we failed to reach you. We apologize for any inconvenience this may have caused you. We reinstated the $65 service plan to your account on 5/7/2025, in an attempt to resolve this issue.
  
  We spoke with you via phone number ************ on 5/8/2025, and assisted you in activating your ****** Plus subscription using your My Account application. However, you could not find an option to activate. We offered to submit an escalation; however, you requested not to be called back.  
  
  As of this writing, our records show that the subscription status is Active. If you are still prompted to make a payment when you log in to your ******* account, there is a possibility that a different beneficiary email is being used. Please contact ******* Customer Care and update your subscription with the correct email address, and provide the Reference ID *********.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 1320151379.
  
  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: 05/28/2025

   
  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:05/01/2025

  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 redistributed phone off of straighttalks website. That was fine with me as im desperate for a phone that works. So i put my info in, it went through, i got a confirmation email saying itd be shipped and delivered within 1-3 days. Awesome. So i wait and wait and by the 10th day, i start to panic. So i call. I have called in TOTAL about 15 times, on different occasions and days since my purchase. Only a few employees can even find history of my purchase even though i have (and included here) my email confirmation and bank confirmation. The first one immediately said dispute it with my bank almost as if thats all he was trained to do. Nevertheless, he was the 7th person i talked to and the first one to successfully find my info in the system, so i tried that. My bank though, is saying that both parties fulfilled their agreements???? How??? I am $146.55 in the hole, still no phone, and cant get either. Then finally my account said cancelled so i thought surely theyd refund it and maybe they just ran out of the phone i ordered. ****. Turns out they sell nonexistent phones all the time. I had a guy after several more calls say he found the account and that it was cancelled and the funds would return to me within 3-7 business days. So i waited. Nothing happened. I called AGAIN. After several MORE employees, another said the same thing its refunded now, will be in your bank Friday. I thought strange he didnt say 3-5 business days, he was confident in it being friday. I asked if he had a confirmation number or reference number or if he could send a clarifying email or if there was a tracking number for the return. He said no, that my original order number did those things. I then asked and what happens/do i do if Friday comes and still no refund? And he said youll just keep calling (on a 2 hour long call). Friday came. No refund. Filed another dispute with the bank, to no avail. I got robbed. Point blank period. The phone isnt even listed now.

  Business Response

  Date: 05/14/2025

  Dear ***** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 2, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the reconditioned phone you ordered has not been shipped out yet until it got cancelled. In addition, you requested a refund; however, you were advised to dispute the charge with your bank, which got declined since both parties need to agree.
  
  Upon review, we confirmed you paid $146.55 to purchase a refurbished ******* Galaxy S20 FE phone model along with a Straight Talk $35 Unlimited Talk and Text, 10 GB of Data Plan per order No.0119-14L4IA6TIS on 04/03/2025. However, our records indicate that the requested device was out of stock, which caused the order to be cancelled. We would like to apologize for any inconvenience you may have experienced.
  
  In our efforts to provide a solution, we initiated a refund request for $146.55 per reference ticket No.1319922104. You will be contacted once the refund has been successfully processed. Please note that credit post may take 3 to 5 business days to reflect on your account, and in some instances, up to 30 business days,depending on your financial institution. You may contact your financial institution for verification of this credit post.
  
  We spoke with you via phone number ************ on 05/12/2025 and informed you about the pending refund request. We agreed to contact you once we have updated information regarding the refund request.
  
  If you should 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. We appreciate your business.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:05/01/2025

  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 a ******************** and added another device for an additional $25 in February, 2025. The device service did not work as promised so I wanted it removed within a week from my service. Each time I renewed my service every 30 days they charged me for the device plan, and I would call and complain. Finally, in April, around the 7th or 8th, the device was separated and I was told I would be getting a $50 refund to my billed card within 5 working days, and there was missing reward points from my account, which have a monetary value. Two weeks later, I called and was requested to provide the 4 digit code to my device and it had been changed by them my code no longer worked. I was then asked my Mother's maiden name as a secondary recovery code and it was also changed no longer working. I was told then and several times since, that without the proper codes they cannot issue the refund or return my points. Only StraightTalk could change my codes, as mine worked for them to separate the two devices and I no longer have any ability to change the codes once separated, which they acknowledge as true. But nothing they can do. I believe this is a deliberate ploy by StraightTalk. Why else was the $50 refund never issued in the 5 working days as stated.

  Business Response

  Date: 05/14/2025

  Dear **** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 1, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you added a new device to your account and paid for its service the amount of $25, but the service did not work, so you decided to have it stop and be removed from your account; however, you were still getting billed. Thus, you are requesting a $50 refund but had a concern with the account authentication. In addition, you have some concerns about your missing rewards point.
  
  Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you on 5/05/2025 via phone number ********** and you provided your account information. Upon review, we found that the added line was a mobile broadband device, and you were receiving a $15 multiline discount. Therefore, instead of getting billed $25 you were only paying $10 for each refill. Your purchased history shows that you made these payments on 02/16/2025,02/25/2025 and 03/14/2025. With that, a refund escalation was filed in order to process the refund of your last two payments. Reference number **********. A follow-up call was made on 5/12/2025, wherein your refund request was already approved in reference to Merchant ID ******************** ******** and BRM20250314194229521 (credit/debit card), each amounting $10 with refund confirmation IDs ***************** and 42252475JALH0DG8. Please know that these credit posts usually occur within 3-5 business days after processing and you may contact your financial institution for the verification of this credit posting.Meanwhile, a separate escalation was filed for your rewards points with reference number **********. It was found that the splitting of your account caused concern about your missing rewards points; thus, a certain update was made. On 5/13/2025, another callback was made to work on your rewards points;email information was verified and made sure that My Account is accessible.Moreover, we managed to put back your 276 rewards points.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319990966. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 05/14/2025

   
  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:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a straight talk, phone, and a phone card and they have been unable to successfully activate the phone or the phone card. I have spent every single day for a week trying to get them to activate this phone. I just want them to activate the phone with my phone card or send me a working phone or refund my money altogether.

  Customer Answer

  Date: 05/07/2025

  They called me immediately to fix the phone and they did

• Initial Complaint

  Date:04/30/2025

  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 since ******* without any problems. I purchased a new phone from *** on 3/13/25. On 3/31/25 I noticed my Data was not working. I opened my TracFone app to see how much Data I had which was 9.33GB. I then noticed my Texts went from ***** to 0. I called tech support and we did a lot of tests that took about an hour and fifteen minutes with no results. They said they would transfer me to someone and I got disconnected. I called back on 4/1/25 about my issue and they gave me back ***** texts and I said that was close enough. We did more tests including a factory reset with no luck. They said my phone was bad and they would send me one in 3 to 5 business days and my reference number was **********. I called back on 4/8/25 and they said it will here in 3 to 5 business days. I called back on 4/12/25 and they said there was a problem at the warehouse and phone would be here in 3 to 5 business days. On 4/20/25 I called HSN where I purchased my phone and they told me to call TracFone to cancel my replacement and they will ship me one under warranty. I received my replacement on 4/25/25 and called TracFone to transfer phone number to new phone. Everything works except the Data. I called TracFone back to ask for a supervisor and she would not transfer me. She asked why and said she would help me. We did a lot more testing and she said she was familiar with the problem I was having. She told me not to use Data until she called me back on April 30 at 10am and not to call back to tech support until she calls. She has yet to call me and my phone still does not work.

  Business Response

  Date: 05/07/2025

  Dear **** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/30/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you noticed that your mobile data is not working, and contacted customer service for assistance. A ticket was created to replace the phone, after unsuccessful attempts to resolve the issue. The replacement phone you received still has no working mobile data. You were advised to wait for a call by the representative who assisted you; however, you still have not received a follow-up call.
  
  We reviewed the replacement phone request ticket # **********, and our records show that this ticket was created on 4/1/2025 due to the phone being locked. In addition, Transaction History shows that your phone number ending in 2528 was transferred to a new phone on 4/25/2025. The account is active and provisioned in our system, and we confirmed that you have high speed data balance to your account.
  
  To safeguard the integrity of its customers' data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required for any account updates.
  
  We spoke with you on 5/3/2025 via phone number ************, and discussed the status of your account and service concerns. However, you confirmed that the issue has been resolved and does not need further assistance.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.
  
  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: 05/08/2025

   
  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:04/29/2025

  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.

  We have auto renwal each month and our credit card is charged for service in the middle of the month (around thr 19th of each month) and our services discontinue on the 29th of each month for no reason. I call Tracfone each month and spend 1 hour with an associate to get the service restored. This has happened for the past 5 months. On Mar 29, 2025 I was assured the issue was because of a system upgrade and would not happen again. On April 19 I was charged for a month of service and on April 29 my service was disconnected again and was told I needed to add another service plan and get a new number. I explained we already paid for 30 days of service on April 19. They said the phone number was inactive. One month I was told that I had a Straightalk phone not a Tracfone. I was also told this was a ******************* phone and the service ended. I told them we pay for the service and had been set up for auto refill. They are unable to explain why our service get disconnected automatically for no reason. I spend approximately 1 to 1.5 hours each month trying to get the service restored. Also our unused rollover data gets removed each month because the system deactivates automatically for no reason. I want the account to stop disconnecting each month and the data restored.

  Business Response

  Date: 05/13/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that your account is set up with Auto Pay but your service gets disconnected every 29th of the month. In addition,your unused rollover get removed each month. Thus, you are requesting assistance to resolve the matter.
  
  Upon review, we found that your TracFone account with phone number ending in 5932 is active. Our record shows that the previous phones redemption history falls towards the end of the month. However, the last two months purchase history shows that payment for your plan happens in the middle of the month. In addition, we found records connecting the account to a ******** enrollment wherein a system deactivation was performed in March, April and May with the reason of a deceased customer. To reinstate service, we had to manually reactivate the account on 3/28/2025 and full service was added. Reference numbers **********, ********** and **********. Furthermore, the account is under someone elses and had applied for a Lifeline program on 5/02/2025. The account is now entitled to receive the Lifeline discount of $10.
  
  We spoke with you on 5/03/2025 via phone number ********** and the aforementioned details were discussed. You stated that the phone was originally owned by your deceased father and currently your mother is using it with her number. You had your mother apply for the Lifeline program to avoid system deactivation. To this date, the TracFone account shows your mothers Lifeline enrollment information and should have fixed the untimely service deactivation. We had added additional data allocation to the account as well with reference number **********.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1319867490. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23265974
  
  I am rejecting this response because I have asked to monitor the account for 2 billing cycles to ensure there is no interruption of service.  Also the data never appeared on the account that was promised.  The account still only showed 1 gb of data.  I will accept this resolution if the account stays active for 2 billing cycles without interruption.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/22/2025

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/14/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you requested to monitor your account for 2 billing cycles to ensure that the service would not get interrupted again. In addition, the data that was supposed to be added to your account did not appear.
  
  As per our previous response, it was determined that the reason of the accounts previous deactivation was due to the phone being associated with your deceased fathers Lifeline enrollment. This issue was fixed after processing a new enrollment under your mothers name. The account is active and provisioned in our ********* addition, the enrollment will remain active as long as you still qualify for the program.
  
  On the other hand, we confirmed that the data has been added to the account on 5/3/2025,with reference number **********. However, we detected an error which may have caused your account to show an incorrect data balance. Nonetheless, you should still be able to use the mobile data, as it was confirmed added to the account.
  
  We spoke with you via phone number ************ on 5/18/2025, and discussed the ***************** courtesy, we processed another replacement data, with reference number 1320910283.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:04/29/2025

  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.

  Running out of DATA pre-paid is RARE in these 7+ years of service so asked for a spreadsheet accounting of data useage for 2025, not dissimilar to a grocery tab accounting upon checkout.Every year this requests FAILS at website chat ****** options customer care phone numbers that transfer you in a circle FAXes don't go through to the BBB number listed Enough is enough Although similar to a gasoline gauge, at least the guage moves & tells the customer when it's getting low and when it's being used up fast/slow Not Tracfone ... NO GUAGE ... NO ACCOUNTING proof of useage

  Customer Answer

  Date: 05/04/2025

  Since filing this complaint that wasted most of Tuesday failing satisfaction with Tracfone Chat & customer service phone

  I have been repeatedly phone ambused by an unknown Caller-ID 800 number that does leave a voice mail saying we are Tracfone calling about yhour BBB complaint and all things can be resolved by phoning us (= the very path that failed most of the Tuesday)  SIGH and YIKES and UGH UGH UGH stalking abuse

  Today in Sunday and less Tracfone "care" traffic where I found a Chat helper that finally did not stone wall me again. He stated

  1. Tracfone has no capabilities to print out and send a daily data useage to customers, so forgetaboutit

  2. My phone CAN SHOW a graph of data useage for the month

  This solves most my problem, so I give up

  AND choose to remove this complaint

  BUT would like to post a "C" rating review