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:11/09/2022
Type:Customer Service 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.
The consumer bought a phone that was only suppose to be used temporarily but did not work. In order to use the phone a phone card had to be purchased. The consumer returned the phone and received a refund but the store would not take the phone card back and provide a refund for it.
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 09, 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 use.

We have contacted you on 11/17/2022 to the phone number ************; and we were not able to give you proper assistance, as you did not want to be assisted by us. You stated that we will need to contact the BBB to handle the case.

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 Ticket Number 1266313149.

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 12/12/2022

Complaint: 18378702

I would like to reopen the above compliant because the issue has not been resolved. Due to health and financial reasons I need to be reimbursed for the Trac phone card that was purchased and could not be used.

Sincerely,

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

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

We will start to process the refund of $29.00 for the service pin card purchased. Please allow up to 30 days to process the refund. Please confirm your mailing address.
We tried to reach you at *********** regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/28/2022

Complaint: 18378702

My Mailing address is
PO Box 476

******* ******* 31029 - ****

Sincerely,

*********************
Business Response
Date: 12/30/2022
Dear *********************,

This is in response your rebuttal 12/28/2022 regarding your Better Business Bureau complaint.

Thank you for the requested address. We will process the refund of $29.00. Please allow up to 30 days to receive the refund.
We tried to reach you at *********** regarding this matter but were unsuccessful.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/04/2023

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:11/08/2022
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 this phone ************ under ******** towers, I have ******** service upon asking ******* employees if it will work with ******** towers they said yes because ****** mobile is through ********...upon getting home I found out it will not work to contact "my carrier" since it was a track fone I was told by an agent I can not unlock my fully purchased device unless I forcefully switch and use their service for ****************************************************************************************************** the military and need a phone to unlock so I can use it on any service I was then told I have to pay a fee to unlock my already purchased device and when I asked how much I was told $300 I don't understand how this is legal if it was being leased I could understand but being that I already purchased the device that is theft and wrong on so many levels and I don't know how they get away with it we bought the device flat out and we cant choose to use it on whatever network we choose, I could even understand ATT but as soon as I put my ******** sim in I did a test call and guess what it works but yet it's still considered locked I serve my country and this is the thanks I get not only that but the fact that another im sure customers go through this is unbelievable that they get away with this.
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 11/08/2022, regarding BBB Case number ******** complaint.

Your complaint states that you bought a phone on Wal-Mart from Tracfone and you called to get it unlocked. You were told that in order to unlock the device you need to pay an unlocking fee for $300 or use it for 12 months. You are a military and needs an unlocked phone to use it on your service.
We spoke with you on 11/11/22 on the contact number ************ and you let us know that you returned the phone and got an unlocked device.
For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this case unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:11/08/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had been a loyal customer of ********************** for a long time and this recent bad experience with them had discouraged me from conducting business with them in future unless they take remedial steps to correct the problems they created resulted in my loss due to their unfair business practices. It started in the beginning of my relationship with them. My first 2G technology phone was enrolled in the 30day auto refill and auto charge to valid credit card. They later updated their technology in my area rendering my phone incompatible and hence no service. Nevertheless, the continue to charge me without notifying me.This phone is for emergency use and service was denied. Called them to get a refund but only getting less than a month's payment refunded despite charging months without providing service. Later bought a Tracfone phone 4G and enrolled in a *********************************************************************** account. This phone came with a lifetime triple talk,text and data. When ******* acquired Tracfone, I replaced my phone with another Tracfone compatible with the VoLTE technology and was told that I could keep my current plan with triple talk,text and data upon activation. On activation,balance was talk:4629.text4628,data:4.52GB. and still enroll in 90day auto refill and auto charged to valid credit card(exp.2/24). 10/2022 tried to make call, but no service available. Called **************** several times and as usual was given the runaround and nothing was resolved. Called for codes to unlock my phone. They said check email for them.They did not come despite my email address works and verified by me. This happened more than once. Finally had them read to me and written down and was able to have phone unlocked only to find out that the display of my usage balance after texting ****** (latest) disappeared. Valuable time spent and wasted and not being able to use phone in an emergency!
Business Response
Date: 11/14/2022
Dear ***********************;

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 08, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive the correct balance and service plan that you had been paying for the auto-payment.

We have contacted you on 11/13/2022 to the phone number ************; and the resolution provided was to provide the service plan back on your account with a new phone number. We also enrolled you for the same promotion for triple minutes and we provided you with the same amount of Loyalty Reward Points that you lost.
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 email reference number ******* or Ticket Number 1266368347.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

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:11/08/2022
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 ***************************** A12 phone for $129 + $10.71 tax on December 18, 2021, which proved to be a defective device. (Phone IMEI *******************************. On August 15, 2022, a TracFone associate verified that the phone was not working, informed me that it would be covered by their manufacturers warranty, and assured me that the phone would be replaced with a comparable phone in 3-5 business days. It took 2 weeks for me to receive the airbill from them for the return. I shipped the defective phone as per their instructions the next day, and it was received by TracFone on Sept. 7, 2022. For the next 10 weeks I was repeatedly told (falsely) that a replacement phone had shipped, that a phone would ship, or that there was no current inventory of phones to send. At one point I was offered an ******* flip phone, which I said was not comparable in price, functionality, or performance for the ******* smartphone that we had purchased and the TracFone associate agreed. We have waited 12 weeks for a replacement phone and are still waiting. We cannot do a "chargeback" to ******* for the phone (as suggested by a TracFone associate) because it has been too long since the original purchase. We cannot use the supplemental warranty that we purchased when we bought the phone, because we are no longer in possession of the defective phone to send to them. I have written a letter to the TracFone ******************************** to inform them of the issue, but there is still no resolution. We are now seeking compensation for the $139.71 ($129 + $10.71 tax) that was spent on the phone that TracFone is currently in possession of, since they refuse to return it to us and cannot/will not replace the phone. It has been a full 12 weeks since we were first told they would send a replacement, and we have now, almost 3 months later, finally had to purchase replacement phone ourselves in order to have phone 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 11/08/2022, regarding BBB Case number ********* complaint.

Your complaint states that you purchased a phone on December of 2021 and on August of 2022 you detected that the phone was defective. The warranty was still active, so we started a process to replace the phone, you sent the defective phone to our warehouse on September and you have been waiting for the replacement since then.

We spoke with you on 11/11/2022 to the contact number ************ and the resolution provided was to create a new case #********** to send the replacement device. You received the replacement phone on 11/21/22 but, it was the wrong phone model, you send a ******* and received a Blu View 3. Therefore, we created another case #********** in order to send the correct phone this time.

For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

Please refer to email reference number ******* or **********.

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

Thank you for choosing **********************
Customer Answer
Date: 11/29/2022

Complaint: 18376396

I am rejecting this response because:
I do not want the complaint case closed as the issue has not been resolved yet and we are no closer to resolution than we were when I filed the complaint (we still don't have a replacement phone or compensation for the defective phone). I understand that TracFone is stating that they are creating a new ticket number and will be sending out a phone, and that is acceptable. However, TracFone has been creating new ticket numbers and promising to send a replacement phone for over 3 months and it still has not happened. TracFone associates have also stated that once I receive the replacement phone, I can call for assistance in getting it activated for free and then unlocked (without paying for the customary 12 months of service or the unlocking fee that is usually required) so that we can actually use the phone since we are no longer with TracFone and had to purchase a phone to use with a different provider in order to have phone service for the last 3 1/2 months that we have been waiting for TracFone to send the replacement. Until we have the actual replacement phone and can get it activated and unlocked, the complaint will remain "unresolved." Do to TracFone's history of empty promises and dishonesty, I am not able to trust their intentions until there is actual follow through and we have a functioning phone in our hands.

Sincerely,

*********************
Business Response
Date: 12/16/2022
Dear *********************,

This is in response to the November 29, 2022, rebuttal to Better Business Bureau complaint # ******** .

Thank you for the additional comments and feed back. We will issue 30 days of additional service, once the replacement phone is activated.

A check of the 2nd replacement ticket- 1266926777- is being processed, and an query has been sent to determine the status of the shipment and to request the tracking information. Please allow 72 hours for an update.

If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number ********** For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 12/20/2022

Complaint: 18376396

I am rejecting this response because:
I am still waiting for the replacement phone so the claim has had no resolution at all. It has been over 4 months and I am still waiting for a replacement phone and dealing with poor customer service. As a result, we have switched carriers and expect that when a replacement phone is received, that it will be able to be activated and unlocked so that we can actually use it. This complaint will not be considered resolved until either a comparable replacement phone is received and then unlocked free of charge, or until financial compensation for the value of the phone is received.

Sincerely,

*********************
Business Response
Date: 01/30/2023
Dear *********************,

This is in response to the December 16, *****, rebuttal to Better Business Bureau complaint # ******** .

We apologize for any inconvenience that you have encountered with our services. A check of the replacement phone confirms that it has been received and is active. 30 days of service was added upon activation.

For further assistance, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number ********** For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 01/30/2023

Complaint: 18376396

I am rejecting this response because: I want to wait to make sure that the phone receives the 2 months of service that was promised and then is able to be unlocked as I was informed it could be after being active for 2 months. I do not trust TracFone's word as their associates have blatantly lied to me too many times. Once the phone is unlocked and we can actually use it with our current phone service provider, then I well accept the matter as resolved and close the complaint. The reason I requested an unlocked phone is because after waiting for over 2 months for a replacement phone that was promised to have been shipped several times (even though one never was shipped) and paying for service that we could use with the defective phone, we finally had to purchase a phone on our own. After repeated lies and poor customer service from **********************, we transferred our cell phones to a different provider. We would have had the defective TracFone phone for 12 months this past December, and would have had it unlocked at that point anyway because we will no longer do business with TracFone. An unlocked phone is what we requested as compensation since they would not provide a replacement phone in a timely manner and we had to replace it on our own, they had us send in our defective phone (which we did immediately) and as a result, we could not return it the store or go through the additional warranty that we purchased for the phone to get financial compensation, nor would they financially compensate us for the price of the defective phone to put towards a replacement phone. Basically, they had our defective phone for over 5 months, would not compensate us for it or fulfill their own warranty obligations to replace it, and thereby forced us to replace the phone ourselves in order to have phone service. An unlocked phone is a reasonable request at this point after all that we have had to go through and deal with. We were told by their associates that the replacement phone that we received in December and activated in January (they sent an incompatible SIM card with the replacement phone initially), could be unlocked after 2 months of free service (because we had paid for 2 months of service with the defective phone while they were in possession of it). As soon as the replacement phone that was received and recently activated is unlocked, then we will close this complaint and consider the matter finally resolved.

Sincerely,

*********************
Initial Complaint
Date:11/08/2022
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 a phone for $260 from Tracfone on 9/7/22. This phone never worked correctly. I called them on numerous days and they attempted to fix the phone remotely. They, at one point, sent me a new Sim card saying this would fix the problem. It did not. This went on until 10/4 when I stated to an agent the phone was defective and I wanted a refund. He gave me account numbers and reference number to use for identifying this transaction. Thy sent me a postage paid email and told me to go to **** I went to *** on 10/5 and was told there was no postage attached to this e-mail that Tracfone sent me. I paid $12.63 to have it shipped. The next time I phoned Tracfone was 10/13 to be sure the phone had arrived and to inquire as to when I could expect to get my refund. I also told them about the lack of postage and that I would like that added to my refund. The person on the phone that day said ok they would send the whole refund with postage but that it took about 30 days to get the refund processed and credited to my account and I should call back after 11/5 if I had not received my refund by then. This morning ,it is 11/8/22, i again checked my account and found no refund posted and I again called the Tracfone people. This woman stated because it was over 30 days I would not be getting any refund at all. I told her to send my phone back to me. Which she refused to do. I asked repeatedly to speak with a manager or someone which could help resolve this matter. She again refused and told me no one could help me anymore than she had. So they now have $272.63 of my money and they have the phone which I am sure they have resold to some other poor person. This is nothing but lying and stealing. I was a loyal customer of theirs for about 15 years prior to this incident. I had issues in the past but was transferred to managers that resolved the problem. I am appalled at their business practices. Thank you.
Business Response
Date: 11/14/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 08, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive a refund for a phone that you have already return to us 30 days ago.

We have contacted you on 11/13/2022 to the phone number ************; and we were able to verify that the issue has been resolved, as per conversation with you, you confirmed us that you have already resolved the issue with one of our agents and no more assistance is needed.

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 email reference number ******* or Ticket Number 1266362943.

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

Thank you for choosing Tracfone Wireless.
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,

***********************
Initial Complaint
Date:11/08/2022
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.
Tracfone has taken my number ************ for the second time.They shut off service that I paid for until February 2023.I tried to reassign the number and the company is refusing to active service.I paid for service over ****** dollars total, today and they are withholding my number and service again after illegally shutting it off on the iccid.Ive asked for help several times hours on the phone with them and hours in theyre support chat room and they refuse to let me use service.8901240227158651398 is the iccid ************ is the number You cant steal peoples phone numbers and shut off service after paying over two hundred dollars.
Business Response
Date: 11/16/2022
Dear *************************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/28/2022, regarding BBB Case number 18375857complaint.

**************************** complaint states that her phone service is not working resulted to her refund request.

We have reviewed her account and it is currently active and provisioned in our system. Upon investigation, there are call records found indicating that the phone is being used. With this, the refund request is ineligible to be processed.

We may need to do a troubleshooting for the phone service may work correctly.

************************** was contacted multiple times through phone at ********** and via e-mail at ******************* on 11/10/2022, 11/11/2022 and 11/14/2022. The call attempts were unsuccessful. Hence, she responded to our e-mail on 11/14/2022. As per response, she does not want us to harass her via phone and e-mail. In addition, she is going to file a police report if we continue to contact her on her phone number and e-mail address.

Moreover, it is best if we can speak with ************************** to address the matter.

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 Ticket Number 1266310811.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/16/2022

Complaint: 18375857

I am rejecting this response because:
This company is lying about having active service. They shut off phone number ************ with over ****** of payment made. September 03,2022 the phone number was ported into tracfone wireless. They shut off service because they failed to provison a 2nd *** card Threw theyre retailer.
I opened a dispute where over two weeks time passed customer service ignored me claiming the number wasnt ported correctly and they werent able to obtain the number again. I paid up to February 2022 the first time.
I activated service for the second time With ************ making payment for four months in advance for the second time up to February 2022 and again provisioning the *** card they disabled service a week after. They claimed the number was ported off. I contacted customer service where they are claiming they didnt know what happend and were trying to reclaim the number again. I asked for refunds and my number back where they shuffled me around for hours in phone calls and eventually hung up the phone on me refusing to reactivate my phone number.
I have records that this phone number is not active with service with them and they illegally cut off service twice in the past two months. They refuse to issue any refunds. They also shut off service to my second line ************. They disabled calls and text messages so I cant call them.
I want a refund for the payments made and will provide screenshots threw bbb.org to prove theyve never refunded anything and they lost my phone number.
There is no active service
Sincerely,

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

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

Research indicates that IMEI # *************** is activated and the service end date is 2/06/2023.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.
For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket #**********
Initial Complaint
Date:11/08/2022
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 ordered a phone from Tracfone wireless on 10/28/2022. The phone was never mailed and after repeated attempts I can not get any information as to when or if my phone will be mailed. I have spent hours on the phone and via chat support with these people. When I finally get through to ****** who says they'll refund my money they hang up on me, and don't call me back. I've tried several times again to call them and can't get through.I just want my money back.Tracfone is not responding or assisting me. They hang up on me, send me to non-english speaking people, and say I have to have a tracfone account or they can't help me. This is ludicrous as I can't possibly have an account or phone number with them as they never sent me the phone!!They simply took my money and will not send the phone nor give me any info.
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 08, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to receive a phone that you purchased online.

After further investigation, we were able to verify the order related to the complaint, as it has been already escalated and properly handled. You will need to refuse the package and then wait up to 30 days to receive a refund for the phone that you purchased. To further assist you, we will need to be in contact with you through a call.

We have attempted to reach you multiple times via phone call to ************, and e-mail sent to **************** on 11/10/2022, 11/11/2022, 11/13/2022, 11/14/2022 and 11/17/2022; however, we were unable to speak with you and you have failed to respond to our e-mails with new contact information.

If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday.

Please refer to e-mail reference with ********************** and Ticket Number 1266319977.

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

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:11/08/2022
Type:Customer Service 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 am trying to reach ***************************** at Tracfone at the number ************ ext was **** about an issue she has resolve for me. But, i keep getting the run around about connecting with *****************************. I called the number say to call ********************* so i call this number. The employer did not know *****************************, so gave her the number for ***************************** **** does not exist say the employer. This happen at 11:00 a.m. Eastern Time on 11/08/2022. She wanted me to give her the information "I say just transfer to *****************************, she said "She be the last person for this issue, so "I told her i am going to complaint and then i hung up the phone" Going to the chat was no help either they want to charge a $1:00 for justanswer, when just transfer a customer when asked.
Business Response
Date: 11/21/2022
Dear ************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/08/2022, regarding BBB Case number ******** complaint.
Your complaint states that you were trying to speak with ***************************** in **************** since she already know the issue you were having. You mention that you tried to phone and chat but you could not get in touch with her.
As per information provided by *****************************, she already talked to you and no further assistance was need as you concern was successfully address.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ******* or **********.
Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:11/08/2022
Type:Billing 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 January 2021. In that time, I built up a balance of data totaling ***** GB (see screenshots of balance as of Nov. 6 at 9:52 am). Overnight, my balance dropped to 13.54GB as of Nov. 7 at 10:37 am (see screenshot). When I called, the agent could not explain the unexpected loss of data. Typically, I use less than .1 GB per day, so there is no way it was through normal usage.
Customer Answer
Date: 11/16/2022
Thank you for your assistance with this matter. Tracfone has added the missing data and resolved the case to my satisfaction. You can close the case.
Initial Complaint
Date:11/08/2022
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.
I brought a phone from tracfone and on Oct 1, I contacted them that this refurbished phone didn't not work as I couldn't hear the person on speaker nor they couldn't hear me. So they sent me a return label postage paid by their company with tracking racking Number #: 1Z6980XX9020249898 Ticket Number #: ********** Order Date: 10/01/2022 Shipping method: FREE ************ Shipping I received it about a week later and sent the phone back to them when a *** carrier came to my house to deliver something to me on or about Oct. 12, 2022. They said they received it in their warehouse on Oct, 18, 2022. ***** the person from Tracfone told me that I will received the another phone within 3 to 5 business days after they received the phone. I called on or about Oct 25 to find out about the phone, they said it was on the way. I called on or about Nov 1, 2022. They said it didn't leave the warehouse. I am getting two different stories form them. First it was I will be it 3 to 5 business days after the receipt of the phone now its they have to check the phone. I am tired of waiting. I don't want to do anymore business with this company and I just want a refund at this point after waiting over 2 weeks to receive the phone. It was only. a **** phone but I want my money back and now ***** said I need to wait one month to get my money back. Very bad customer service there and ***** would not give me his last name and I don't even know if he gave me the correct first name but he said he was a supervisor. I only want my refund and it should only take 3 to 5 business days the most. Thank you for your help. Sent me a label for returning the phone.SHIPPING CONFIRMATION Ticket Number:********** DETAILS Your package was shipped to:************************* ***************************************************************** TRACKING NUMBER If your tracking number is not displayed, it should be available soon 1Z85W81F0241203146 PRODUCT TF ** L322DL CDMA LTE HANDSET
Business Response
Date: 11/21/2022
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 8, 2022 regarding the above consumer complaint.

****************** states that she bought a TracFone on October 1, 2022, she received the phone however, it did not work, when she tries to make a call the person could not hear her nor she could not hear them. She send back the defective phone and was informed that she would receive the replacement phone within 3 to 5 business days however, she did not receive the phone and requesting for a refund.

                We attempted to contact ******************** on 11/10/2022, 11/11/2022, 11/12/2022, 11/13/2022 and 11/17/2022 but to no success, we were routed to a voicemail. Thus, we left a voicemail message. We send her an e-mail but to no response.

As per review, a ticket number was created ********** for the replacement phone. There is no available phone on the said Part number as per checking on our daily inventory tool. We need to speak with ******************** since; there is a need for us to authenticate her account and to let her know if she agrees for a comparable phone. In addition, we need to get the return tracking number, order number and the **** of the phone to conduct an investigation before we will process a refund if she does not agree for a comparable device.

If ******************************* should still require assistance, he can contact ************** enter PIN (****) 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
VF/ Ceb1jcallelero
************************
Customer Answer
Date: 11/21/2022

Complaint: 18373386

I am rejecting this response because:
I was told on the phone that I wouldn't get a refund and now on Nov 16 I sent them the receipt for the phone since I wasn't able to read the order number. On Nove 17 2022 they charge me for service after I repeatedly told them I don't want to be their customer anymore.I couldn't send the photo so if you can send me another link I will sent it through a cellphone
************************************************
Business Response
Date: 12/01/2022
Dear *************************,

This is in response your rebuttal 11/22/22 regarding your Better Business Bureau complaint.

Research does not indicate that there was a charge. Please confirm the **** number of the device returned or phone number. We will be happy to ***** a refund once we have all of the correct information to proceed.
We attempted to contact you at ************ but was unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107

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