Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,428 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:11/16/2022
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.
Order # ********* Total: $195.47 I've been a Tracfone customer for at least 15 years. They've always resolved issues regarding lost minutes in the past.This time, they repeatedly promised me, in voice calls and chat sessions (that I have saved), that my minutes would be transferred if I bought a new iPhone from them.I bought the phone (with a required 30-day service plan, which I neither wanted nor needed, since I had a large ongoing balance of data, minutes and texts and my existing plan had an end date of 2-9-23) and activated it on 11-15-22. Despite repeated advance promises from the company, I immediately LOST my balance of ***** minutes and ***** texts!The account now reflects unlimited data and an additional month of service time, but that will be gone when the 30-day plan runs out, and my balance will be zero.I initiated a chat session on the company's site. The agent told me I had no recourse and abruptly ended the session, promising a callback that I never received.I called the company. The agent said, "I just deliver the message. I don't make the policy." When I asked to speak to a decision-maker, she hung up on me.My balance was worth hundreds of dollars, going by Tracfone's plan prices. I NEVER would have bought the phone if I knew I would lose my balance.The resolution that will satisfy me will be for Tracfone to simply restore my balance of ***** minutes and ***** texts, with accumulated data.I will attach a screenshot showing my balance before activating the new phone, and a copy of the invoice.
Business Response
Date: 11/18/2022
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/16/2022, regarding BBB Case ******** complaint.


Mr. ********* complaint states that his ***** minutes and ***** texts were lost after transferring his phone number to a new phone.

We received a call today, November 18, 2022 at around 1:45 PM to 2:19 PM EST from *********************** via phone number **********. During our conversation, he proactively mentioned the lost ***** minutes and ***** SMS. As per reviewed by the previous representative, we verified the balance on the new phone and it is currently unlimited. However, there is no records found for the claimed minutes. Thus, through the previous representative, we contacted the **** ******************* and ***************** to verify the remaining balance from the old phone. As per ****, the claimed ***** minutes was approved with authorization code CC1701.

Therefore, we provided the lost ****** minutes and ****** units based on the approval of the ****

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 1266761844

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:11/16/2022
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 from QVC in November of 2021. When QVC sells tracfones they come with a year of free calls and texts from the time you activate the phone. I tried to activate the phone in the spring of 2022. It did not work and tracfone tried everything to get it to work before asking me to send the phone back for a replacement.They sent me a refurbished phone which was not activated until June of 2022. Tracfone just deactivated my phone because I did not pay for any air time. I explained that it was not activated until June so I have until next June before I have to buy a plan. They said that since they had to replace the original phone that QVC's terms did not apply to the new phone. It was a used phone they sent me and the phone already had viruses when I received it. I need Tracfone to provide the services they promised to all QVC customers.
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 16, 2022, regarding BBB Case number ******** complaint.

******************************* complaint states that she purchased a Tracfone device thru QVC on 11/21/2021 which comes with free 1 year plan. After she activated the phone; unfortunately, the device is not working properly, and she received a replacement device. She activated the phone in June of 2022, and she is requesting for the remaining service of the old plan.

Upon review on the account, a replacement phone was processed on 12/31/2021 with reference ticket ********** that was successfully delivered. The replacement phone was activated on 1/20/2022 and was deactivated on 11/14/2022. In addition, the old serial number was first activated on 10/24/2022 from the time it was purchased from QVC. On the other hand, the remaining service from old phone was added to the account; hence, there is no plan purchased on the account. Furthermore, the phone number in question is currently active on a new serial # last 11/26/2022. Our record shows usage indicating the new device is in used.

******************************* was contacted via her contact #********** and e-mail ************************** on 11/18/2022, 11/21/2022,11/22/2022, 11/23/2022, and on 11/28/2022; however, we were unsuccessful, and she has failed to respond to or calls and e-mail.

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 1266759807.

Sincerely,

Executive *********************
Initial Complaint
Date:11/16/2022
Type:Billing 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 mother, *****, has been on the same tracfone plan for years. It is $**** per month that is paid directly from her checking account. Her phone currently does not have any service. I, *************************, called tracfone to try to correct the problem. I was told the payment request was denied which is why service was stopped. We talked to the bank and they researched it and found there was no request from tracfone for the November payment (the bank didn't deny anything to prevent the transaction.) The payment for October is there but they don't see November's. The **** just gives her phone 30 days of service. I called tracfone back today to say my mother's bank did not deny anything and to try to continue her plan and restore service and was told that if I paid $20 for a 90 day service plan they would put her back on the ****/month plan after the 90 days. Her tracfone account is her cell phone #************.
Business Response
Date: 11/29/2022

Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 16, 2022, regarding BBB Case number ******** complaint.

Ms. ********** complaint states that her mothers account was out of service and was informed that the payment for the account was declined resulting in deactivating the account. She would like to reactivate it and put it back on the same plan that she is paying originally.

We contacted ********************** and was able to speak with her on November 21, 2022, via phone number ************. During the conversation, we were able to explain why her mothers account was deactivated. Our record shows that that we tried to process a payment from her automatic payment on 10/30/2022; however, the payment was declined by her bank. Upon further review, we have found out that the checking account information that she provides does not match with the records we have on file. Thus, we were able to assist her on reactivating the account using a new credit card and put it back to the automatic payment for the TracFone Service Protection plan with monthly payment of $5.99. Her mothers account is now active, and we have also confirmed that it is now perfectly working after a successful test from all the features of the device.

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 1266761435.

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:11/16/2022
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.
Since may 2022 i have been a customer and for *******, a week to 10 days before my service is due to be renew, straighttalk will mess with my account. And i wouldnt be able to use a couple of my apps. They would mess with my data. I pay $65 plus tax for unlimited talk text and data and streaming. Each month i call them and complain and tell them that they are breaking the law.
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 16, 2022, regarding BBB Case number ******** complaint.

****************** complaint states that Straight Talk Wireless is messing her data every time she is about to renew her service.

Upon review, we failed to find the number subject of her complaint. We tried checking ****************** account in the system using her complete name and e-mail address, and we found some accounts, but we were not sure if it belonged to her. Hence, it would be best for us to speak with her in order to gather necessary account information for us to address her concern accordingly.

We attempted to reach **************** multiple times via phone ************ and e-mail ************************ on 11/18/2022, 11/21/2022, 11/22/2022, 11/23/2022 and 11/25/2022, but we were unsuccessful, she has failed to respond to our calls and emails.

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 1266757846.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/15/2022
Type:Billing 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.
HI- My home phone number was migrated/ported/stolen from Spectrum on 10/19 by Tracfone using T-Mobile.I have tried calling the company to get information and no one will help me. I cannot get a person to speak with who can tell me what is happening with the number. I have been a victim of identity fraud. Credit cards have bene opened in my name. I need to speak to someone who can help. The police have been contacted - credit bureaus etc but Tracfone is not helping in any way and this is how it started.I need to speak to someone in fraud at a higher level and not be transferred around or disconnected.s
Business Response
Date: 11/29/2022
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/16/2022, regarding BBB Case number ******** complaint.

Your complaint states that your home phone number was ported from Spectrum to Tracfone without your consent. You have called to receive help because you were victim of identity fraud but, you have not been able to get the issue resolved.

We spoke with you on 11/29/2022 via phone to the contact number ************ you let us know that Spectrum was able to port back your phone number to them to retrieve it on your home phone.

If more assistance is required, 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 **********.
Thank you for choosing Simple Mobile.
Customer Answer
Date: 11/30/2022

Complaint: 18410042

I am rejecting this response because: This incident has resulted in complete identity theft - criminals are trying to open credit cards and bank accounts with my information as a result of this illegal porting. It was 100% not verified. At this point the number is back in my possession but the damage is done. I have requested the detailed call log from Tracfone which I have not received yet, police report etc was supplied - once that is received I think Tracfone will have done what they can.

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

We have received and reviewed your Better Business Bureau complaint. We do not have a contact phone number so we are unsuccessful in reaching you.

Your complaint states that your home phone number was ported from Spectrum to Tracfone without your consent. You have called to receive help because you were victim of identity fraud but, you have not been able to get the issue resolved.

Ms. ***************************** based on the information provided we will need to speak via phone. Ms. ***************************** what is the best contact phone number and time where you can be reached?

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Simple Mobile.

*************************
Simple Mobile Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/20/2022

Complaint: 18410042

I am rejecting this response because: While the phone number has been ported back to me from Tracphone - I still have not received any response for the call log request. I have sent police report numbers- dates and the legal wording that Tracphone requested to obtain this. I have tried to reach someone and cannot seem to get anyone who is able to help. There has been serious identity theft and I am not satisfied until I receive the call log in hopes stopping more damage.

****************************************************
Business Response
Date: 01/18/2023
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/16/2022, regarding BBB Case number ******** complaint.

Your complaint states that your home phone number was ported from Spectrum to Tracfone without your consent. You have called to receive help because you were victim of identity fraud but, you have not been able to get the issue resolved.

Ms. ***************************** stated that she is not a ************* customer and was a victim of identity fraud and has been requesting for call details.

Ms. ***************************** this matter is under review and we will provide you with an update.

Thank you for choosing *************.

Sincerely,

*************************
************* Wireless
BBB Specialist
Initial Complaint
Date:11/15/2022
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.
There is not enough room for my complaint, I have printed my complaint and attached as a jpeg.
Business Response
Date: 11/15/2022
Please see the attached response. Thank you.
Customer Answer
Date: 11/16/2022
November 14, 2022 Our complaint is against Total by ******* This is a two part complaint filed by myself **** and my fianc ****. Complaint number 1: **** ************ *************************** In late 2018 total wireless created a rewards program which I joined and have been a member of starting in January 2019 to present. This rewards program allows you to earn points that can be later used to buy a service plan. I have never used or redeemed any of my points. On or around Late May of 2022 I tried to login into my account and check my points, I was unable to login. I called total by ******* in June of ********************************************************************************************************************************************* that I did not join their rewards program until June 2022 which is incorrect, I told them there must be some computer error on their part. I have spent the last five months going round and round with their customer service who just keeps saying the same exact thing, that I didnt join until June 2022 even though I have told them I have written proof that I have been a member since January 2019. I should have a total of ***** points, I have included a print out of my fiancs points log as we joined at the exact same time. I want my ***** rewards returned to my account. Exihibits I am providing: Exhibit A. Shows my phone number and email address as being with total wireless since 2016 Exhibit ** Proves that I ive been a member of the rewards program since January 2019 Exhibit ** Proves again that Ive been a member of total wireless rewards since January 2019 Exhibit D., E. , F. and G. Is a copy of my fiancs rewards record that proves how many points I should have since we joined at the same time. would like my ***** points put back in my rewards account. Complaint number 2: Bill ************ ******************* My account is missing **** points I should have **** points in my rewards program. I would like the missing points added to both of our accounts
Customer Answer
Date: 11/17/2022
----see all 10 attachments as consumer supporting documentation---
Business Response
Date: 11/21/2022
Dear *********************,

This is in response your rebuttal 11/15/2022 regarding your Better Business Bureau complaint.

**************** was contacted on 11/21/22 she was informed that the missing reward points will be added to the accounts on file.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Total ********** to service your cellular needs.
For immediate assistance please dial **************.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Customer Answer
Date: 11/22/2022

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.

Sincerely,

*********************
Initial Complaint
Date:11/14/2022
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.
good day to all of u hope all are safe i did see the window stating i have already started a claim but i am feeling it may be with ATT f thr is any way u can advise me if it is or if it is not with tracfone please do my cell phone number which accepts TEXT ALSO IS ************ because i have a COMPLAINT with both **************************** this solely here is concerning tracfone wireless plz,, i do see thr is a character count and thank u very kindly for that u have no idea how much that helps out when u see this i do have in what i was going to add here imei # the ser # and also too the sim card number and i do not recall adding any of those
Business Response
Date: 11/29/2022
Dear **************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 14, 2022, regarding BBB Case number ******** complaint.


*********************** complaint states that he wanted to unlock his cellphone with more than one year of service.

Our record shows that, *********************** account is not active and no other information that we can use to contact him. Thus, we sent an e-mail to *********************** on 11/16/22, 11/17/22, 11/18/22, 11/21/22 and 11/26/22, but he has failed to respond to our e-mails.

Due to the nature of the customers concern, it would be best if we can speak with the customer to discuss it accordingly. Theres a need to authenticate and troubleshoot the phone, once it is already provisioned we can check the eligibility of unlocking the phone.

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 1266637060.

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

Sincerely,

Executive *********************
Initial Complaint
Date:11/14/2022
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.
Customer for 15 years plus - ********************** service until 3/23 with over **** minutes also prepaid. A fraudulent credit order was placed by someone for $156.13 - order was not from me or finalized by me - for unknown reasons, my service and phone were deactivated with no notice at all. Inquiries basically unanswered - but with a suggestion that I "furnish another credit card", but there is no payment due on the account. My normal transactions over the years have involved online purchases, and never required credit cards on file with Tracfone. **************** has been of no help - reading scripts for answers with ***************, and not seeming to listen or attempt to help. Tracfone supposed order transaction 10/28/2022 #********** 11/10/2022 Deactivation Order ID: **********
Business Response
Date: 11/29/2022
.
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 14, 2022,regarding BBB case # ******** complaint.

Your complaint states that you have been having issues to reactivate your device, as it was mistakenly deactivated for a credit card transaction. We have contacted you on 11/28/2022 to the phone number ************; and we were able to give you proper assistance, as we provided you with the information in regards of the reactivation of your phone. The correct instructions were given to you, as for now you will need to contact our ***************************** to receive proper assistance and follow all the steps provided.

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. lease refer to e-mail for reference with the ********************** and Ticket Number 1266645388.

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

Complaint: 18402941

I am rejecting this response because: Complete issue (credit card purchase) was not initiated by me - charge back also not initiated by me - complete solution lies with Tracfone - many contacts by me have received the same request for money, when the phone has remaining time and minutes on it. Several emails have asked for my best time to receive a call - which never happened. Explanations from Tracfone have been superficial at best and always the same, "send money", which is a totally wrong response for an error not caused by me. This is not appropriate for a company response to a ***** year customer.

Sincerely,

*****************
Business Response
Date: 12/19/2022
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 have been having issues to reactivate your device, as it was mistakenly deactivated for a credit card transaction. We have contacted you on 11/28/2022 to the phone number ************; and we were able to give you proper assistance, as we provided you with the information in regards of the reactivation of your phone. The correct instructions were given to you, as for now you will need to contact our ***************************** to receive proper assistance and follow all the steps provided.
********************* based on the information provided as per security purposes we will need to verify account information. ********************* what is a good contact phone number where you can be reached to?
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. lease refer to e-mail for reference with the ********************** and Ticket Number 1266645388.

Thank you for choosing Tracfone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/20/2022

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. As per the instructions referred to in their response, the reactivation is complete and functional. The statement about not responding to Tracfone calls is incorrect. Responses were made; return calls were rarely received and never at specified time. Painful process for 21 days - successful solution reached without explanation from Tracfone .
Without BBB help, this wouldn't have been accomplished. Thank you!
Sincerely,

*****************
Initial Complaint
Date:11/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct 27 I made a $50 purchase from simple mobile. Tracfone parent. (I also filed this under ************************** in your email link). After purchase the survey page popped up in front of confirmation number after card charge. I was unable to close and retrieve confirmation. I then called customer service phone number on card charge. They refused to help me saying I needed confirmation. Then I email you all. THEN NOV 7 A PHONE WAS SHIPPED TO ME. WITHOUT A PHONE PLAN. a requirement to purchase phone. But there was a receipt for full purchase. And phone was different than I ordered. So then I emailed you all again with tracking number under horus Younger ************************************ THEN I WENT TO TRACFONE 2 DAYS AGO AND TRIED SAME PURCHASE OF PHONE AND PLAN FOR ABOUT $50. SAME THING AGAIN. CARD WAS CHARGED BUT SCREEN JUST PENDING WITH CIRCLE, NO CONFIRMATION. SO THEN I called number again on card charge for tracfone. RUN AROUND AGAIN. I HAD TO EXPLAIN YOU CAN'T STEAL MONEY AND DENY PRODUCT IN THIS COUNTRY. FINALLY AFTER 30 MINUTES she emailed a confirmation but status just says pending and it shouldbe here. I ordered overnight.
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 11/14/2022, regarding BBB Case number ******** complaint.

*************************** complaint states that he received a different phone model that he did not purchase without a service plan. With this, he is requesting for a refund.

We have pull up an IMEI on the e-mail address ************************** provided on the complaint. It is a new phone and does not have usage. We exhausted all our tools to check if the he has an existing account however, the currenct IMEI is not active since 01/28/2021. Furthermore, we need to speak with **************** to gather information for investigation and account authentication before we can process a refund.

We attempted to call ****************** multiple times since 11/16/2022, someone answered that she does not know *********************** ,on 11/17/2022, 11/18/2022, 11/19/2022 and today, 11/23/ 2022 at around 4:08 PM EST at **********. However, our calls were routed to the voicemail. Thus, we sent him emails through his email address ************************** and ***************************** We got an email response from him on 11/16/2022 and 11/17/2022 in reference to an email number ******* and ******* stating that he is requesting for a refund.

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

Please refer to email reference number *******, 5063579, 5064805, 5065523, and ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:11/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 13, 2022 I paid TracFone $218.17 for an annual plan and *** card. Thet sent the *** card with no PIN but demanded one when I tried to activate the *** online. When I finally managed to talk to a human they hung up. Lied about looking something up and calling me right back. They never sent any emails even when I requested chat emails as proof to give my bank for a successful chargeback. Basically, they were very careful to never leave a paper or digital trail. **************** gave me the runaround for weeks and were deadset on keeping my money despite not providing me with any service. I got a new number with a different company because TracFone refused to communicate or be helpful in any way. I want my money back.
Business Response
Date: 11/17/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 14, 2022, regarding BBB case # ******** complaint.

Your complaint states that you have been having issues to receive a refund for a service plan purchased, which you did not receive.

We have contacted you on 11/17/2022 to the phone number ************; and we were able to give you proper assistance, as we issued the refund for the amount of $218.17, as you met all the requirements to receive it. You will receive the money back on your account in the next 3-5 business days, but depending on your bank it might take 30 days.
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 1266659953.

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

Thank you for choosing Tracfone Wireless.

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