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.
793 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:11/07/2022
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.
Hi, I used "Tracfone" since 2013. The number I had was ************. I had to get new phone due to the switch to 5g. I got a upgraded phone in March 2022.Tracfone informed me there was some kind of error and they would have a technician call me. They gave me a ticket number for my technical problem and it was not resolved. I was told a technician would call me and that never happened. I spent many hours on the phone with reps from Tracfone trying to get the new phone set up. Ultimately I gave up with Tracfone and went with a different carrier.I paid the following to Tracfone:1.08 - sim card - refund received 7-3-2022 ***** - minutes - refund received 3-28-22 **** - texts - refund received 4-27-2022 ***** - data - REFUND NEVER RECEIVED With many phone calls and a lot of difficulty , I was able to get refund on the first three payments as listed above. For months I have tried to get a refund for the ***** I paid for data. Many times they told me they would put the refund through or it had gone through. They gave me multiple confirmation numbers for my refund ********** and 48764228V51474QM. One rep told me the refund was never processed and now it is too late. Others told me to check with my bank and see why the refund did not go through. I have spent hours trying to get Tracfone to help me. Can you help me get this small refund of $***** - refunded to my **** card.
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 7, 2022, regarding BBB Case number ******** complaint.

Ms. ******* complaint states her phone is not working. Therefore, she decided to transfer to another provider and asked for a refund for the added plan on her account.

We spoke with **************** on November 10, 2022, **********. As per conversation, we informed her about the process on how we could provide a refund for a transaction more than 180 days. We created a Manual Refund Ticket **********. Created a Refund Tool and forwarded the case to refunds team. A TAT of 30 business days is provided for her to receive the refund check from the date the package is delivered to *****. However, the turnaround time for all audited and approved refund request is **** business days from the date it was approved by the Refund Auditor.

Based on the purchased history by ESN, she was indeed refunded for the following purchased;
*Merchant ID **********: $10.67, the refund was processed on 3/26/2022
*Merchant id **********: $5, the refund was processed on 4/25/2022
*Merchant id **********: $10, and no refund was processed.

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 1266315511.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/07/2022
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 smart phone ************* XT2115DL at ********* website also known as Total by ******* on 10/27/2022 for a phone cost of $99.99 plus $7.25 tax for a total of $107.24. It said it would ship in 1 to 3 days via *** 2-day service. On 10/31/2022 I still did not receive a shipping email so I went to the order ***** page which said "Error in remote fulfillment I contacted the chat, and the chat agent ****** could not advise why there is an error. I since found the same phone at the local ******* is a locked ******* phone on 11/01/2022. I then contacted the live chat to cancel the order since it had an error anyway and was not fulfilled. The live chat agent, ******, advised they do not have the ability to cancel orders and I would have to refuse shipment when it arrives and then they would process a refund in 3 to 5 days after they receive it. This does not make any sense as this will cost more hassle then if they would just cancel it and not ship it to then have it refused. They need to just cancel the order and not bother to ship it and I will be disputing the **** charge. ******* should give their customer service agents the ability to cancel orders especially when there is an error, and it did not ship already. Thank you.
Business Response
Date: 11/04/2022
Please see the attached BBB Response Letter.
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 02, 2022, regarding BBB Case number ******** complaint.

********************** complaint states that he purchased a smart phone ************* XT2115DL$107 at ********* website also known as Total by ******* on 10/27/2022 for a phone cost of $99.99 plus $7.25 tax for a total of $107.24. In addition, he did not received the phone within the turnaround time due to the error message on website. With this, he wanted to cancel the order and ask for a refund.

Upon review, we failed to verify ********************** order due to limited information. We need to have his order ID and email address he used in placing his order.

We attempted to reach ******************** multiple times via phone ************ and e-mail ********************** on 11/10/2022, 11/11/2022, 11/12/2022, 11/13/2022, and 11/17/2022, but we were unsuccessful, he has failed to respond to our calls and emails.

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

Please refer to ticket number 1266287433.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/06/2022
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 am transferring this phone number to be on the same plan as other household phones with metro pcs instead, and tracfone won't provide a transfer code. I have called for a whole day, multiple times, and have been told that the transfer code is "coming in ten minutes" but nothing. The phone number is currently held hostage by tracfone, and won't work with either tracfone even though the month isn't up yet, and can't work with metro since they won't release the number. I want the transfer code. I will never do business with tracfone again.
Business Response
Date: 11/21/2022
Dear **** Back:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 06, 2022, regarding BBB case # ******** complaint.Your complaint states that you were trying to transfer your phone number to Metro PCS and Tracfone wont provide the transfer pin code.
We checked your account and we found that your phone number has been already ported out on 11/06/2022 to your new service provider, as the reference # ********** indicates.
We have attempted to reach you multiple times via phone number ********** and ********** and also via email ********************** without success on 11/11/2022, 11/13/2022, 11/14/2022, 11/16/2022 and 11/20/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
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 1266358311. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless

Sincerely,
Tracfone Wireless ****
Initial Complaint
Date:11/06/2022
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 and paid for tracfone service. the service doesnt work.i called many times and spent hours on phone with them to no avail!!!!each time after an hour of no results they hangup on me.phone number is **********.
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 06, 2022, regarding BBB Case number 18366372complaint.

****************** complaint states that he paid service for Tracfone Wireless, but it does not work.

We spoke with **************** via phone at ********** on November 17, 2022; he mentioned he already got the new SIM card activated in his phone. He stated that the phone calls and text messaging is working very well, however, he cannot access the internet using the mobile data. With this, we had troubleshoot the phone and verified his using the correct IMEI and SIM card in the device. We also checked his network settings. In addition, we contacted ******* network specialist, please refer to trouble ticket **********. As per conversation, we will need to update the *** in the settings to VZWINTERNET, but **************** is unable to do so, since when adding a new *** it will not reflect in his settings. We suggested for him to reset the phone, but he refused to do so. Since the device is a BYOP, only hard reset will resolve the data issue. Customer mentioned to file another complaint.

Upon review, we sent a replacement SIM card to activate **************** phone, in reference with SIM card replacement ticket **********, created on November 13, 2022. ******** received the new SIM on November 16, 2022 and transferred his old phone number to the correct device IMEI. The phone was successfully activated and provisioned well in the in the system and in the network. In addition, usage indicates that phone is in use.

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 1266287919.

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

Complaint: 18366372

I am rejecting this response because: ************ needs to have a high level tech support assist me in making the *** network changes on the device. While the agent I spoke with tried to help, she had limited tech knowledge. Please have a senior level tech support agent call me to resolve the issue. I have already spent many hours on phone, with basic level tech support to no avail..

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.

*********************** stated that he has data issues. *********************** we will need to speak via phone in order to have troubleshooting steps made to your device.

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 Straight Talk Wireless.

Sincerely,

*************************
Straight Talk Wireless
BBB Specialist
Initial Complaint
Date:11/06/2022
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.
November 4, 2022, Tracfone service just gone -- the system had wiped out thousands of minutes of talk, text and data in my account, leaving me with nothing. Repeated calls -- one to '*******' for ************************************************************************************ 30 minutes; and one to '****' for 27 minutes during which she said there was no record of ******* having done anything and that I had no minutes, would I like to refill my account. ******* had said when I asked him what to do if his solution had not worked, that he had put copious notes into the system so that any other agent would be able to work from there so that I would not have to start from scratch. It is not just inconvenient to have no phone service, it can cause genuine problems: in my case that morning my son and I were trying to make an offer on a property -- an opportunity lost because I suddenly lost contact. Also I had tried to reserve an air bnb place and could not because they verify by phone number and mine would not respond to their system. And finally, I was trying to find a business when I went out to run errands, and of course could get no help from my phone because they had cut me off. This left me driving around lost ( I am 82 and not always best at every task these days) for some time. I begged ****, the second agent I talked to, to get me to someone who could help me since she could not. I knew she could not because last month exactly the same thing happened -- Tracfone wiped out all my minutes (thousands then as well) and left me with no service. I had spent hours on the phone with nice agents who could do nothing and finally got to someone who said they were from 'headquarters' who restored my minutes and gave me a ton more in every category. But I cannot go through hours of these efforts to simply keep my service going every month. Really someone needs to help me, restore, replace. my minutes and keep me connected. Thank you.
Customer Answer
Date: 11/14/2022
I have signed up with another provider, so I no longer need or wish Tracfone to restore my minutes. Life is too short . . . I cannot wait for them to decide to provide me cell service in a world that has made me dependent on it.
But thank you for your attention; perhaps someone will benefit if your influence helps them improve their service somewhere down the line. I am just writing them off as a loss of lots of time and energy and some spectacular inconvenience and minor but real trouble Tracfone has caused me.
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 06, 2022, regarding BBB case # ******** complaint.

Your complaint states that on 11/04/2022 thousands of minutes for talk, text and data has been wipe out from your account and now there is no service on the phone.
We checked your account and we found the line is active and connecting properly to our network, however, there is no balance and no daily usage.
We have contacted you on 11/13/2022 to the phone number ********** without success; however, we received your email response in which you stated that you have moved to a different service provider and that you are not interested to keep the Tracfone service.
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 1266374947. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing
Tracfone Wireless ****
Initial Complaint
Date:11/06/2022
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 owner for over 15 years with the same phone number of ************. On November 3, I bought a new Tracfone from ******* and successfully transferred my SIM card. All worked fine. I shattered the phone that same day and returned it to *******. While at ******* returning the broken phone, I did a factory reset on broken phone after I took out my SIM card. I couldnt get the new tracfone to recognize my number. Calling customer service was a nightmare. They had no record of my phone number. They kept asking me my secret questions and telling me that they are incorrect, like my high school. Then they emailed me to give me a secret code and the email never came even though I sent test emails and got them instantly.It was insane. Then they ignored me and kept pressing their dial pad until I hung up. I was forced to call again and the customer service rep tried to help but nothing worked. Kept telling me to call back with my correct high school name and numbers I dialed. I was looking at my old phone and it still had call records so I gave them the info. They said call back with correct info. I kept saying that Im looking at the info they wanted, but kept repeating to call back with correct info. They would not let me speak to a manager.My service date on my phone is around ****. I still had a lot of data, text and phone on my number.This is my work number. I am self employed and people cant reach **** would like to take my story to the local news 7 on your side. I am desperate to solve this problem. I will be returning this new Tracfone after I do a factory reset.
Business Response
Date: 11/21/2022
ear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 6, 2022, regarding BBB Case number ******** complaint.

******************** complaint states that she purchased a new TracFone from ******* on November 03, and successfully transferred her SIM card. It all worked fine but the phone got shattered on that same day. Thus, she returned it to *******. When she returned the broken phone, she did the factory reset on it and took out the sim card. Afterwards, her phone number was not recognized by TracFone anymore and she already went all security questions to validate the account. However, the issue is still not resolved. She also stated that she is still having phone service until around ****. She desperately wanted to get this problem resolved.

Upon investigation, phone number subject to complaint is not active nor associated to any active ESN in our system. Phone number were transferred to new ESN on 11/3/2022 in reference to ticket # **********. However, new ESN got deactivated on 11/4/2022 due to a reason that it is refurbished and the replacement of the new phone is still new. With this, it is best for us to speak with her to provide further assistance.

We were able to speak with ****** on 11/15/2022; however, she requested to be contacted the next day. Thus, we attempted to reach her on 11/16/2022 and on 11/20/2022, but we were unsuccessful and 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 email reference number ******* or Ticket Number 1266296746.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:11/06/2022
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.
My 16yo son bought a new Pixel 7 phone. He was able to put his old *** card into his new phone and it was working fine. Then Straight Talk prompted him to use a new *** card, which they sent him in the mail. They supposedly transferred his service to the *** card they sent him, but it didn't work. He put the old *** card back in the phone, but it no longer works. We made many phone calls to Straight talk, and were put in call-back queues, but were never called back. Finally, I got to talk to someone after weeks of trying. His final answer was:1. No, they could not put his service back onto his old *** card, because it's "out-of-date",2. No, the new *** card they sent him and told him to use will not work with his Pixel 7 phone, 3. No, they will not refund the money we paid for service that amounts to $116, and 4. He must get another phone in order to use the service that is paid for up to January 15, 2023.
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 11/06/2022, regarding BBB Case number ******** complaint.

****************** complaint states that she received a free *** card for ******* Migration for his sons phone; however, the phone is not working after they transferred to the new ***. She is requesting a refund for the charges since the phone is not working accordingly.

Per our records, the phone number was transferred to the *** on 10/31/2022 with reference ticket **********. Based on the purchased history, there were purchases made on 11/01/2022 and 11/17/2022 amounting to $38.56. On the other hand, the device is active and provisions. Our record shows no usage as of this writing.

We spoke with ****************** on 11/18/2022 via her contact # **********. As per conversation, we validated the account. We processed a refund for the 2 charges dated 11/01/2022 and 11/17/2022 with merchant IDs 1632951289_CR and 1632951289_CR0; hence, we were able to confirmed that there is no usage on the said dates. We provided a turn-around time of 3 to 5 business or between 1 to 2 billing cycles, depending on her bank institution. We also updated the service end date since a refund was provided.

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

Please refer to email reference number or Ticket Number 1266289306.

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: 11/21/2022

Better Business Bureau:

The resolution is minimally satisfactory. Two-thirds of the requested refund was given. Thanks to the BBB for their assistance!

*******************************
Initial Complaint
Date:11/06/2022
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.
hi,i activated 5 new lines over the phone with a representative. My intention was to have them all on 1 account, unfortunately the representative made 5 separate accounts instead of 1. The next day i merged all 5 accounts however i never received the ****** bonus points for adding 4 lines.the lines on my account are **************, **************, **************, **************, ************** Thank you,The best time to reach me is usually around 3:20pm or 6:50pm.
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 06, 2022 regarding BBB Case number ******** complaint.

Mr. ****** complaint states that he activated 5 new lines and requested to activate it to one account. However, it was activated separately resulting in not able to receive 40, 000 points for adding new lines.

We contacted Mr. ***** and spoke with him on November 11, 2022, at 3:23 PM EST via phone number ************. During the conversation, we were able to investigate his account and provide him the details from his loyalty reward points.

Upon review, our record shows that no 40, 000 points added to the account yet. An escalation ticket was created on 10/26/2022 with ticket reference **********. However, points can no longer be added, because the primary line was deactivated after the benefits was transferred to a different phone on 10/2/9/2022. All new lines that are removed from the account before getting awarded with available points will not be considered as an eligible new line.

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 email reference number ******* or Ticket Number 1266379101

Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing TracFone Wireless
Initial Complaint
Date:11/05/2022
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 brought a phone over from ******* to Tracfone. I have spent over 100 dollars in plans, yet my phone fails to work. Calls to customer servive are a farce and employees are belligerent.
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 06, 2022, regarding BBB case # ******** complaint.

Your complaint states that you purchased your phone from ******* and it was activated with Tracfone, and you have spent over $100 in plans and your phone fails to work.

We checked your account and we found the phone is active with all the features connecting properly to our network; we were able to see balance and also daily usage for voice, text and data.

We have contacted you on 11/13/2022 to the phone number **********; we spoke from the same complaint phone and we were able to verify that your phone call works properly. In order to troubleshoot and fix the text and data services, this is necessary to provide instructions to follow on your phone; however, you refused to be assisted.
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 1266325163. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:11/05/2022
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.
Hi all,I purchased a ******** ************ phone from Tracfone last year in July together with a one year mobile plan. The phone was locked and was free to unlock after one year of active service (which the added mobile plan provided). I kept the phone for over a year and the mobile plan expired as intended in July of this year. I contacted the customer service on November 5th to unlock the phone as the year of active service had been fulfilled.Customer service told me that my mobile plan had been cancelled in May of this year and thus I had not accumulated the full one year of activity. They immediately offered, however, to unlock my phone for a 30$ fee.I definitely did not deactive or cancel my mobile plan in May so I insisted on my phone being unlocked for no fee. The customer service representative ***** told me that this is not going to happen since I am missing two months of active service. She also refused to connect me with her manager, claiming she is part of the highest department and there is thus no supervisor who could help **** explained to her that what she is claiming does not make any sense - why would I cancel a one year contract that I had paid for in full up front already and thus didn't cost me anything extra to keep active until the end of the plan.Since she offered to unlock the phone for a 30$ fee right off the bat, this whole conversation seems like a scam to me in retrospect.I would like Tracfone to resolve the issue by unlocking the phone as was promised when I ordered the package in July of 2021. Thank you.
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 6, 2022, regarding BBB Case number ******** complaint.

Mr. ************ complaint states that he purchased a ******** ************ phone from TracFone last year in July together with a year plan. The phone is lock and free to unlock after one year of active service. He wanted to unlock the device free.

We attempted to contact ************************** multiple times via phone ********** and e-mail ************************ on 11/10/2022, 11/11/2022, 11/12/2022, 11/13/2022, and 11/17/2022, but we were unsuccessful. He also failed to respond to our calls and e-mails.

Upon doing the investigation, the device has been activate on 07/08/2021. However, he transferred the phone number to another device on 05/27/2022. Therefore, the device was only active for 10 months. The phone needs to be active for 12 months of paid service to qualify for free unlocking.

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 BBB ticket number 1266296644.

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

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TracFone Wireless, Inc.

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