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

3,429 total complaints in the last 3 years.
792 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:11/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a ******* Galaxy/TracFone bundle from Home Shopping Network for $65.24 on 20 Oct. 2022. I'm a present TracFone customer and wanted my same number transferred to my new phone. First, they tried sending a code via text to my old phone, which I didn't receive. Then they tried e-mailing it, but again I didn't receive it. This possibly is because my e-mail address under my account is shown in all caps, but when I try to correct it, their site won't let me. Then they wanted numbers that I called from my old phone in the last 60 days, to authenticate my number. I gave the rep exactly what she was requesting, and she tells me the numbers all failed, as if she was looking at the wrong account. But this happened on five different calls. *** took my complaint and forwarded it to TracFone, and someone did contact me. She told me my new phone would be activated the next day, which it wasn't. Subsequent messages left at that number haven't been returned. That was a week ago. I totally understand the need to authenticate my phone number, but it seems all the information I provide isn't matching up with whatever it is they're looking at on their end. So I have a new phone for two weeks that I still can't use.
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 11/14/2022, regarding BBB Case ******** complaints.

****************** complaint states that he want to keep the same phone number and want to transfer to a new phone however he failed to validate the account.

Per our records, we were able to pull up his account and shows active in our system and it shows usage as we check the transaction history. With this we need to speak to the customer so we could address this matter accordingly since customer need to authenticate the account.

**************** has been contacted multiple times via and e-mail **************** on 11/16/2022, 11/17/2022, 11/18/2022,11/21/2022 and 11/28/2022; however, we were unsuccessful ************ has failed to respond to our calls and email.

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 1266653116.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:11/13/2022
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.
I purchased and activated a ***** G300 ****" HD 5G Tracfone Bundle with **** Min/Text/Data in July, 2022, for my daughter. The phone number is **********. Unfortunately, the phone failed in less than 3 months, could not be powered on anymore in Oct. Since it is still in one-year warranty, I contacted Tracfone customre service and they said they would send me a replacemnet phone (***** G300), but I need to send them the failed phone back first . They provided me a ticket number #: **********, and they said they would send me an email with instruction, but itl never arrived. So I called them again, this time they told me they would send me a prepaid *** label to my home for sending the failed phone back. I did receive their prepaid label and instruction, but I noticed that they messed up the first letter of my first name (should be x not s) which means they messed up my email in the first place. According to their instruction, they will send me my replacement phone immediately after they received the old phone. Anyway, I sent them back the old phone via the prepaid label, and they received it on Oct. 27 **** tracking # 1Z6980XX9041900992, see attachment). `I expect to receive the replacement phone within 4~6 business days (they told me so) so called them on Nov 8 to check. This time, to my surprise, they claimed that I have received the new phone via *** in Oct. I told them I never received the replacement phone, and they suggested me to contact ***. I complanied that how I could contact *** without even a tracking number, and they said they would send me an email with the tracking number (againg, it never arrived). So it seems on a dead end.I feel very frustrated about the whole process. I talked with them no less than 4 hours over the phone, did what they asked me to do, but still cannot get the replacement phone. for now, I have not been able to use this phone for a moth. I WANT my replacement phone ASAP!
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 11/13/2022, regarding BBB Case ******** complaints.

Mr. ***** complaint states that he did not receive the replacement phone though he already send back to us the defective phone.

Per our records, we were able to pull up his account and shows active in our system. We reviewed the ticket number **********, status still on hold. We check the ***** its shows that it was received on 10/28/2022, 2:02 PM

In addition, we check in DIR there is no available phone with the same model. With this we need to speak to the customer so we could offer a comparable phone.

************ has been contacted multiple times via and e-mail ********************* on 11/16/2022, 11/18/2022, 11/22/2022, 11/23/2022 and 11/28/2022; however,we were unsuccessful ************ has failed to respond to our calls. We receive an email response, but we were still unable to reach him.

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

Please refer to Ticket Number ********** and 1266639501.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 11/29/2022

Complaint: 18396979

I am rejecting this response because:
Tracfone failed to make a good faith effort to reach me and resolve my complaint. There are several inaccuracies/lies in their response.

They claimed that they called me a couple of times. But for twice, I picked up their call and there was no sound from their side.
They claimed that they only received one response from me via email. But actually, I replied their email at least 3 times and left my preferred time for them to call me again, but they never called me at the time convenient to me. and when they did call and I picked up the phone, there was no sound from their side.
I actually called them twice with the phone number they provided with the BBB ticket. First time was the noon of 11/16, an agent said that the replacement phone is not in the inventory, and could not find comparable phones. This was a lie, the phone is ***** G300, and they have it on their website right now (https://www.tracfone.com/phone/nokia-g300-5g-prepaid). She said that they will have to escalated it to their main department to find the phone, promised to get me back within ***** hours via my Email. But I never got any email from them regarding the result of their search.

I called them again on 11/21, and this time, an agent insisted that they need to verify my account with the phone number attached to the defect phone. In my opion, this is a trick they tried to play with me, how could I get any verify information sent to a defect phone.

In my most recent email to them, I actually left my work phone number to them, and ask them to call me again tomorrow (11/30), but instead of doing that, they sent this message full with lies to BBB. In my opinion, they are not trying to solve this issue with a good faith.

I am very disappointed. I still hope that this issue can be resolved. But tracfone needs to have a good faith on resolve this dispute instead of playing game with their customer.

Sincerely,

***********************
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.

We have processed your replacement device on December ******* concerning warranty exchange ticket number **********. Please allow 3 to 5 business days for delivery.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing TracFone Wireless.

Sincerely,

*************************
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have just received the replaced phone and it works, so I accept their response.

However, my experience with TracFone is FAR BELOW satisfactory, as evidenced in my previous responses. It took 2 months and numerous phone calls and emails to solve a simple replacement issue under warranty. TracFone only honored the warranty when they absolutely had to and set up a lot of barriers purposely. I can imagine many customers (e.g. senior citizens, busy people, or people who are not fluent in English) gave up due to these barriers Actually, I had to buy my daughter a new phone in November since it is not safe for her without phone service for 2 months. So now the TracFone phone only serves as a backup.

I want to thank BBB though for your assistance on this issue.

Sincerely,

***********************
Initial Complaint
Date:11/12/2022
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.
From 11/7/22 through 11/11/22, I have made NINE phone calls to Page Plus because, yet again, my phone will not complete outgoing calls. My # is ************, I got nowhere with any of the NINE reps I spoke, and NONE were able to resolve my problem. I was also told repeatedly by the reps that I could not speak with a Supervisor. A couple of them suggested that I try turning off my phone for a couple minutes, and after turning it back on, type in *73. I've done this repeatedly with no real result; my phone is still cutting out on calls. I have had it with this company and am considering legal action. I was also asked repeatedly if I had access to another phone. What? I live alone & that's ludicrous. I do NOT want a Page Plus rep calling me. I want this problem fixed OR a new phone or I am proceeding. I thank BBB for your consistent and always excellent service.
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 13, 2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that her phone still hasnt been working

As per investigation, the phone number is active having the $12 plan, everything is provisioned in our system however; upon checking, the device is no longer compatible to our newly upgraded network. Ms. ********* device is subject for an upgrade as her phone needs to be Voice-Over LTE (VoLTE) compatible and need to be change before December 31, 2022. With this, we are offering ******************** a free phone. ******************** may reach our customer hotline or visit our website, https://upgradestore.pagepluscellular.com/.

We made multiple attempts to reach ******************** through phone number ********** on the following dates; 11/16/2022, 11/17/2022, 11/18/2022, 11/21/2022 then on 11/24/ 2022 but we failed to reach her. We made corresponding email communications as well on the respective dates through her email address ********************* but we havent receive any responses either.

If ******************** would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number *******

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Page Plus Cellular.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/12/2022
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.
Have been using Tracfone Wireless as my Cell phone service for a few years and they have always been terrible, but have recently, the last few months, become unbearably non-responsive to their customers' and technical problems. They have seen fit to outsource their support contacts to an overseas call center that does not know, nor care at all about the products, and provides worthless answers to every question. Their supposed ****************** Forums' are not monitored at all, and basically should not even exist.Their 'Text Support' at ******, is an automated robot that can only provide simplistic FAQ responses, on the off chance that it is working at all. However, you can use this to contact a live agent via chat, but they are also from the overseas call center, and have no knowledge of the products / services at all.It seems that Tracfone has completely abandoned the concept of customer service, but that is not the real issue. None of this would be a problem if they provided a quality product / service, but their signal strength is almost nonexistent. You cannot get a signal to your phone even if you stand outside, and inside you may as well just turn the phone off. They have very restricted hours where they can be contacted for help, and take every possible holiday to close down. They may be a little cheaper in cost than other providers, but they are a MUCH cheaper product, and do nothing to improve themselves.I for one, wish to Lord Above that I had never made the mistake of getting tangled up with this almost criminally bad excuse for a company, and want them to get their collective acts together, and at least pretend to care about the customers who pay their salaries!!
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 November 12, 2022, regarding BBB Case number ******** complaint.

***************************** complaint states that our customer service did not provide the ************* product/service, the signal strength is almost nonexistent. He is not getting a signal to his phone even if he stands outside and inside as well as turn the phone off. He has having trouble asking help to our customer service and lack of assistance towards on him upon trying to fix his services.

Upon review, the account was active and well provisioned into our system. Phone is a VOLTE device and connected to the upgraded network under ******* tower. It shows also that it has enough balance and it has a usage from 10/27/2022 up until 11/23/2022.

We attempted to contact ********************** multiple times via phone ********** and e-mail *************** on 11/16/2022, 11/17/2022, 11/18/2022, 11/21/2022, and 11/25/2022 but we were unsuccessful.

If Mr. ***************************** should still require assistance; he can contact ************** enter PIN (****). Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to BBB ticket number 1266658296.

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: 11/29/2022

Complaint: 18395531

I am rejecting this response because it is filled with incorrect statements, made by the company. The only reason I was having problems getting help from the agents I spoke with was they have a very thick foreign accent, and a low volume on their phones. I never received any Emails from Tracfone, on any of the dates listed. If I had, I would have responded. Upon actually getting a live agent on ***************** line, they typically refuse to provide any assistance whatsoever, and tend to stick to a rehearsed script. My request for this complaint was to be contacted directly by someone at Tracfone who can provide answers to my questions, without a thick accent making them next to impossible to understand, and that is still what I want!!
Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 12, 2022,regarding BBB Case number ******** complaint.

***************************** complaint states that our customer service did not provide the ************* product/service, the signal strength is almost nonexistent. He is not getting a signal to his phone even if he stands outside and inside as well as turn the phone off. He has having trouble asking help to our customer service and lack of assistance towards on him upon trying to fix his services.

********************************* the system indicates good usage concerning phone number ************. ********************************* based on the information provided we will need to speak for troubleshooting steps to be made to your device and to verify coverage for your local calling area.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing TracFone Wireless.

Sincerely,

Jany Cernadas
Tracfone Wireless, Inc.
BBB Specialist
Customer Answer
Date: 12/21/2022

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:11/11/2022
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.
In late July I tried to phone my wife at home about a purchase at the grocery store at was informed by a call center that my reliable ** flip phone would no longer function, I needed to upgrade to G4 network. Not in a mood to buy without seeing options I hung up. With internet research and a phone call To Tracfone I placed an order for a ******** moto G smart phone. I was told my existing number, minutes and service days would be preinstalled on my new unit. The new unit was received on August 3rd, I entered a lock code and my contact list but could not make a call. I contacted Tracfone call number listed for help. For your FYI, I am an 86- year- old senior not trained in advanced electronics. To make a long story short I made a total of 5 calls for help without working results. My eldest son made another attempt as an experienced user and got a man named ****' in ********* and made some progress. I lost my service days due to non-functioning but he fixed that for me. It is now the 11th of November and I still cannot send or receive a phone call. Who can remedy this phone? I already tried the local ************** who said couldn't help me.
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 November 11, 2022, regarding BBB Case number ******** complaint.

************************* complaint states that he upgraded his phone to 4G network but lost the service days due to non-functioning unable to make and receive calls.

As per investigation, the customer transferred his phone number from his old phone to his new device with the reference number ********** on 8/5/22. However, the benefits were not transferred successfully to his current account resulting to his phone not working accordingly. Thus, we issued the minutes successfully to the customers account with reference number 1266730641.

We spoke with **************** on November 17, 2022, 5:12 PM EST at **********. As per our conversation, he was able to authenticate the account and confirmed that his phone is now working perfectly after running some test on it.

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 1266731850.

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

Sincerely,

Executive *********************
Customer Answer
Date: 11/18/2022

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:11/10/2022
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.
TracFone is running a promotion currently for adding a line. For existing customer, if a new line is added into current account, TracFone is giving ****** reward points as bonus. The advertisement is attached in the supporting documents.I am TracFone customer for 2 years. I added one line on 11/6 through TracFone website. But the bonus points weren't added into my account. I talked with TracFone customer service for few times, but none of them gave me right solution. The last agent, with employee ID ******, even told me adding a line won't earn any points. I don't think their customer service wants to help me on my concern.
Business Response
Date: 11/21/2022
Dear Mr. ********************************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/10/2022, regarding BBB Case number ******** complaint.

Your complaint states that you added a new line to your account, but you did not receive the points corresponding to the Add a Line promotion for our Loyalty Rewards points. You contacted customer support but no resolution was provided.

We successfully received your email on 11/17/2022, where you mentioned that you spoke with one of our agents who provided the missing points. Also, you confirmed that your issue was resolved.

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: 11/21/2022

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:11/10/2022
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.
Business transacted through subsidiary PagePlus Cellular.Purchased air time subscription and new phone and SIM. Was told new phone was necessary because of network technology transition.New phone does not connect to network (nor does old one). My subscription is current; there is plenty of airtime remaining. Provider is unable to resolve issue after nine calls; keeps providing bogus advice. Insists I must be transferred to higher authority to resolve. These "transfers" do not occur, despite extremely long waits on hold. **************** people are unable or unwilling to arrange return of non-working merchandise.I needed this phone for travel. It will not be possible to resolve this before my travel, and therefore request reimbursement for phone, sim, and subscription, as well as return shipping for the phone.I wish I could also receive remuneration for hours spent on customer service line receiving bogus information, as well as time wasted following their instructions (some of which involved a waiting period).I regret I cannot provide names of the numerous customer service representatives I spoke with, but their names were unrecognizable.
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 10, 2022, regarding BBB Case number ******** complaint.

************** complaint states that he has a new phone and SIM,had his phone number and remaining service transferred but the service hasnt been working since then.

We attempted to locate ************** account by utilizing our tools using his information such as name and mailing address. Unfortunately,there were no accounts found. Hence, to address the matter we need to speak with her for assistance.

We made multiple attempts to reach him on following dates;11/16/2022, 11/17/2022, 11/18/2022, 11/21/2022 and on 11/25/2022 via phone number ********** but we failed to reach him. We made corresponding email communications as well to his email address ************************** but we havent receive any responses either.

If ************ would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to email reference number *******

Thank you for choosing Page Plus **************************************************************************
Initial Complaint
Date:11/10/2022
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.
I ordered/purchased one tracfone (Orbic Journey V RELIANCE for $39.99), a one year service plan (for $99.99), and one sim card (Keep Your Own Phone SIM ********* BYOP for $0.99) on 8/30/22. The trans. date on my credit card statement was 8/31/22 and the post date on my credit card statement was 9/1/22. The order number was ********. The amount paid was $153.42. I had to return the phone because I could not activate it where I live. When purchased, I was led to believe I could use the phone by using an AT & T sim card kit. That was not the case because the phone also needed to be a gsm style phone that works with AT & T, instead it was a cdma style phone meant for ******* users. I returned the items to tracfone's **********, ******* address on 9/9/22. It was received by *********** at the Dock on 09/14/2022 at 10:39 A.M. ******* Ground tracking number was 1Z5RR8400300055258. I called tracfone on 9/24/22 to inquire about my refund. I was told it could take up to 30 days. I waited 34 days and called again only to be told it would take 3-5 business days. I had to call again after 5 days had expired only to be told it would take 24 hours. I was finally given a ticket number during that call. The ticket number was **********; I had to call again after 24 hours had gone by, gave them my ticket number, and was told it would take up to 72 hours. As of today it has been 120 hours and still no refund. The were very quick to take my payment for purchase but I no longer believe tracfone is trying to resolve the issue of refunding my credit card payment following the return of their product. I want to be refunded for the full amount paid. I have had enough of trying to get tracfone to do the right thing and refund my money but without success and that is why I am now attempting a complaint with the BBB. I have been a long standing customer with **************************+ years). Those days are now over.
Business Response
Date: 11/17/2022
November 16, 2022

Federal Communications Commission
Consumer & Governmental Affairs Bureau
Consumer Inquiries & Complaints Division

Re:   *****, ******
                    Your File # ********

Dear Sir or Madam:

           This letter is in response to your correspondence dated November 10, 2022, regarding the above consumer complaint.

           Ms. ***** stated on her complaint that she is requesting for a refund for the payment made on her account.

           We contacted and talked with Ms. ***** today, November 16, 2022, 9:39 AM EST, at **********. As per conversation, the customer has processed an order with order number ******** on 8/30/2022. She mentioned the order includes an Orbic journey V reliance for $39.99, a one-year service plan (for $99.99), and one sim card (Keep Your Own Phone SIM Kit -AT&T **** for $0.99) with a total of $153.42. However, it was not working on her area. Hence, she is requesting for a refund. We checked the order but it only shows the **** SIM kit. We informed **************** that we need to have IMEI of the new phone for investigation. However, shes unable to provide it and she dont want to be contacted anymore.

If **************** should require further assistance, she can contact ***************************** and any agent will be more than happy to assist.

Based upon the foregoing, we will close this matter unless we hear from you. Please contact me if you require additional information or have any questions. Thank you.


                                                                            Sincerely,

TracFone Wireless, Inc.

***************************
Senior Paralegal

Customer Answer
Date: 11/17/2022

Complaint: 18385029

I am rejecting this response because:
I found that after talking with **** from Tracfone Headquarters for well over an hour (most of which I was on hold) there was no resolution to my request for a refund. Apparently their records only showed the **** cent Sim Card Kit. How convenient for them! I had no control over the order number they provided me with nor did I have control over their not shipping the items together.   I guess their company doesn't believe that the customer is always right. I asked **** if I could forward her the two e-mails sent to me from tracfone wireless (one an order confirmation and the other a shipping confirmation) which showed the purchases I had made as proof of my purchase. They were not interested in receiving those e-mails. They were only interested in me providing them with the **** number from the phone I sent back. Why would I have the **** number of the phone I returned to them? How convenient for tracfone that I wouldn't have that information...(who would?) so apparently they couldn't refund me with out that number. I gave them the information for the return "Proof of Delivery" from ***. That didn't help resolve anything either (they even disagreed with the name of the person who supposedly received my return). I tend to believe *** in this case. You would think they could see the amount they charged my credit card. It is not like I would keep their phone if I can't activate it and use it. After this 5th try of trying to be refunded for the return, it became glaringly apparent that they have no intentions of doing the right or honorable thing. It was at that point that I told them to keep the money and to never call me again. I would never recommend tracfone to anyone. They were quick to make the sale of a phone they knew I couldn't use because I made it very clear what I needed when I ordered it. I feel lied to and stolen from. I realize they don't need my little bit of business ($153.42) which is fine because I will never do business with them again. And that was how tracfone treated a customer who had used their company for 20+ years. Real class act...NOT!

Sincerely,

***********************
Business Response
Date: 12/08/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced.

*************************** based on the information provided the system indicates a credit was issued to you on November 21, 2022 concerning for the return of order number 98941287.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
All the above information has been provided, so we will consider this matter closed.

Thank you for choosing Straight Talk Wireless.

Sincerely,

*************************
Straight Talk Wireless
BBB Specialist
Customer Answer
Date: 12/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. I was refunded and apologized to, which is what I asked for. Having said that they have lost my future business simply for the way I was treated as I tried to resolve my issue with Tracfone. This is finally closed!!!

Sincerely,

***********************
Initial Complaint
Date:11/10/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The following complaint was provided to the H363137**3238313831H verbally:"I am disabled and I ordered a phone and service card through the H3234313138**30343436H website on 10/23/22 that was supposedly in stock. I have not received it. ORDER # *********. I would like a refund of $31.94 because I did not receive the phone and don&#**;t have time to wait because I picked a phone that was supposed to be in stock. I paid by credit card and would like my credit card refunded $31.94 please. I can be reached at ************ Thank you"
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 10, 2022 regarding BBB Case number ******** complaint.

Mr. ******** complaint states that he ordered a phone but was unable to receive it.

****************** was contacted multiple times via phone number ********** and e-mails were sent to ********************* on 11/16/2022, 11/17/2022, 11/18/2022, 11/21/2022 and 11/25/2022, but with no success. He has failed to call us back and respond to the e-mails sent as well. Upon review, the order in question was already delivered based on the order number *********. The tracking number 1Z7X29A90273904558 was able to confirm the complete delivery of the package on 11/14/2022, although, as of the moment, the customer still has not activated the newly purchase device. With this, it would be best to speak with the customer to know if he still has any concern.

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 1266644504.

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:11/09/2022
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 Tracfone account number is ************, I am essentially a brand new customer. I entered a friend's referral code on their promotion box and I got a message where it says I received ***** rewards points. However, Tracfone only awarded ***** points. I called their customer service people only to wait an hour and get disconnected. I called again, after a back and forth with someone at ***************** I was told to wait 24 hours as nothing is showing on their end that would give me ***** points. I called again and was told that there is no such promotion that would give ***** points.I am attaching a screenshot of what appeared on my screen after I entered my friend's referral code. It clearly says I received ***** points. I don't think it's right that they would only award ***** points after telling me that I received *****. **************** informed me that there is absolutely no way to show them this screenshot which I find very odd. I hope this can be fixed and I hope to receive the points they said I would get.
Business Response
Date: 11/11/2022
Dear *******,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 9, 2022, regarding BBB Case number ******** complaint.

************ complaint states that TracFone Wireless has failed to add the **** points on her account after participating on the promotion.

We spoke with Ms. *** today November 11, 2022, 09:01 AM EST at **********. As per conversation, we were able to verify her claim. With this, we added the missing points back to her account.

Per our records, Ms. *** account is currently active and provisioned in our system. Phone usage record shows that the phone is in use. In addition, we were able to confirm that she is an active participant of our loyalty reward program.

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 BBB ticket number 1266332966.

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: 11/14/2022

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,

Cee May

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