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:11/04/2022
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.
At the end of August 2022 my tracphone stopped sending and receiving mms. I went online to check it out as it turns out my phone was now obsolete. Due to the merger of TracFone and ******** I was told a new phone would solve my problem with the mmss I was also informed that they would send me a free phone . I have yet to receive this phone. I am an 85 year old mother grandmother great grandmother and I'm missing out on my families going ons. I just would like the phone that they promised me so I can go on being part of my family's Network. Every Friday for the past month and a half I have to call Tracfone to find out where my new phone is and I hear the same story it will be there next Wednesday next Wednesday comes no phone I'm a patient person but this is ridiculous thank you
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 05, 2022, regarding BBB case # ******** complaint.
Your complaint states that your old phone stopped working, and you were advised that due to the migration to ******* you will receive a new free phone; however, you did not receive the new phone.

We checked your account and we found the new phone was delivered to your address on 11/10/2022 and as per our records the phone was activated on 11/12/2022 in our system. We were able to see daily usage, which means the service is working properly.

We have attempted to reach you multiple times via phone ********** and via email ******************** without success 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 calls. However, we received an email from you on 11/15/2022 in which you confirmed that you receive the new phone and we are glad to know that.
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 1266318220.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 11/19/2022

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,

*************************
Customer Answer
Date: 11/19/2022

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,

*************************
Customer Answer
Date: 11/19/2022

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,

*************************
Customer Answer
Date: 11/19/2022

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:11/04/2022
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 what my phone or the replacement
Customer Answer
Date: 11/10/2022
I bought a trac phone at ******* it didnt work i called tracpnone and they told me to send it to they they would sent a replacement with in 10 days that was sept. 28 know they said they have no Idea who i am there the ones who sent me the *** stickers it was a ***** 300 plus 200 minutes
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 4, 2022, regarding BBB Case number ******** complaint.

Mr. ************ complaint states he didnt receive his replacement phone.

Our records show that Mr. ************ account is no longer active and it was deactivated on 10/12/2022 since he didnt renew the service. Upon review, replacement phone ticket was created on 9/15/2022 with reference number **********; however, ************************** still didnt receive the replacement phone and it is still not yet shipped due to ticket status was not updated. He already returned the defective phone and we received it on 9/28/2022.

We spoke with ************************** today, November 10, 2022, 12:17 PM EST at ************. As per conversation, we informed him that the replacement device is not yet shipped due to incorrect status of the Replacement Phone Ticket. With this, we manually updated the Ticket and advised him that the phone will be shipped within 3-5 business days.

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 1266296241.

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:11/04/2022
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.
On or about on Sept 26, 2022, I bought a ***** Tracfone at Target Stores in ********* for $20.00 The activation card was $25.99. When I got home and tried to activate the phone by scratching off the back of card which is customer the entire activation code was erased as well. I disputed it with my bank and luckily got my money refunded. I proceeded to activate it on their website. The authorization went through but there were several issues with their website ( on www.tracfone.com) involving storing and editing credit card profiles etc. I normally don't use their voicemail system, but last couple of days in October were h*** trying to reset a voicemail password. (I don't remember ever setting my voicemail up). Their technical support was totally useless. in that they apparently tried to reset the system but failed to reset the system no matter what they did. Otherwise the phone works, but the voicemail is just as important as the phone in order to communicate with others. I know that TracFone outsources their personnel to Asia which is another problem.The predicament here is that the phone is non refundable as well the airtime as well I spent $75.00 in total. I am not happy with their phone or tech support services I am not spending another dime with these people adding airtime or adding data. They speak for themselves, I don't expect any reimbursement for my time or whatever because they are a bad company. - I would like for them to exchange this flip phone for another with a new SIM Card. OR I Would like for them to UNLOCK the phone on 11.26.2022 so that i can get another air time provider and a properly working voicemail system.Never Again.
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 11/04/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have experienced multiple issues with the phone and services, such as voice mail, service plan and customer service experience; therefore, you would like to unlock the phone or get the device replaced.

We have contacted you on 11/14/2022, and we confirmed that after multiple attempts your service is currently working. However, you asked for the phone to unlocked. We started the Unlocking Process with Reference Number: **********, and instructed to wait from 24/72hrs for the codes to be sent to your email 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 1266309081.

Based upon the foregoing, we will close this matter as a resolution was provided.

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:11/03/2022
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.
Tracfone deactivated my phone after 2 days after buying a year plan.I did ask for a refund of the plan, but was denied.
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 4, 2022, regarding BBB Case number ******** complaint.

********************************* complaint states thatTracfone deactivated his phone two days after buying a year plan. He ask for a refund of the plan, but denied.

We were able to speak with ******************************* on 11/09/2022, and 11/10/2022, but he failed to provide the exact phone number that he was having trouble with since he does not have any informations into that device.

Upon review, ***************************** phone was deactivated two days after buying a one-year plan. He requested a refund but for some reason he was denied.

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 1266256965.

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:11/03/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello.I have 2 lines with your company ******************) ************. I'm mostly happy with your company.1) However on Sep 9 there is a TracFone charge on my statement which I don't recognize, could you verify that this charge is related to me?, or credit me. See the highlighted cc statement charge $17.76 attached.2) On Oct 6, I did apply for phone # ************ for the acp program, my enrollment # is *********, any update on this?, see my enrollment proof attached. 3) I recently encountered often during calls on phone # ************ that the call breaks, I can't hear the caller for a few seconds, I already tried several times restarting the phone but it doesn't help, is there any solution for this issue?.
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 11/3/2022, regarding BBB Case number ******** complaint.

Your complaint states that you found some charges on your billing statement from Tracfone wireless and you were requesting a refund. Also, you mentioned that your wife was approved for the *** benefits but still is not receiving that service. On the other hand, you said that you were having issues making phone calls.

We successfully spoke with you on 11/11/2022 and 3 refunds were processed since the system was charging a SIM card that was not activated for $17.76, $17.73 and $23.24. Also, an escalation was made due to a system glitch to fix the issue with your enrollment. You mentioned that you r phone was currently working and no further assistance was needed for this concern.

We tried to contact you again on 11/18/20222 to provide the updates of your complaint but we could not get in touch with you.

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: 11/30/2022

Complaint: 18356472

I am rejecting this response because:
This complaint was created Nov 4 2022, Tracfone first response was only 'Nov 10', I was told they will escalate my ************** enrolment, which I don't see at all, and as of my knowledge it's still not processed, even though I showed them proof of the national verifier. They closed this ticket with out solving the problem only just because they must reply to the BBB whiten 14 days.

Sincerely,

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

This is in response to the November 30, 2022, rebuttal to Better Business Bureau complaint # ********.

We apologize for any difficulties that you encounter with *** enrollment. A check of the number ending in ***************************** the *** program.
Please contact one our out ******** Supervisors for assistance with the enrollment. For inquiries and enrollment issues with the ******** or the *** program, please contact one of our ******** supervisors at *********************** to speak to an agent for assistance. The agent will need to Authenticate the account prior to taking any actions.

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. 6142
Customer Answer
Date: 12/21/2022

Complaint: 18356472

I am rejecting this response because: If a customer encounter's tried enrolling to the acp program, and Tracfone is having difficulties, you contact the customer.
Sincerely,

*******************************
Business Response
Date: 01/09/2023
Dear ***********************************,

This is in response to the December 21, 2022, rebuttal to Better Business Bureau complaint # ********.

We appreciate the comments and suggestions, and will forward this to management. for any difficulties that you encounter with *** enrollment. A check of the number ending in ***************************** the *** program. There are only 2 ways to enroll, I apologize, I can advise you about the complaint, but I am not an authorized ******** customer service representative.

There are only 2 ways to enroll, I apologize, I can provide solutions to ******** complaint, but I am not able to process ******** applications. Currently we depend on anyone desiring ******** or *** services to use the website for assistance or extreme cases to contact one our out ******** Supervisors for assistance with the enrollment. For inquiries and enrollment issues with the ******** or the *** program, please contact one of our ******** supervisors at *********************** to speak to an agent for assistance. T

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Customer Answer
Date: 01/10/2023

Complaint: 18356472

I am rejecting this response because:

See the acp gov. ******** attached, I have nothing with safelink, I only deal with TracFone.

Sincerely,

*******************************
Business Response
Date: 02/14/2023
Dear ***********************************,

This is in response to the January 10, 2023, rebuttal to Better Business Bureau complaint # ********.

We apologize for the miscommunication about the Tracfone *** enrollment.

The process is still the same. A Supervisors can assist you if the allotment is still not on the account that you prefer. For inquiries and enrollment issues with the *** program, please contact one of our ******** supervisors at *********************** to speak to an agent for assistance. We have provided the steps that are necessary to get *** benefits and are closing this complaint.

Thank you for choosing Tracfone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****
Initial Complaint
Date:11/03/2022
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 have contacted TracFone 6 times in the past couple of months. My 81-year-old father, **************************, had purchased a phone with TracFone that had a battery that expanded and ready to burst. I called TracFone to ask how to handle this phone and get a replacement so that my father had a phone in case of an emergency. I was told to take the phone to *** and ship it back and a replacement would arrive after receiving the phone. After a few weeks, the phone never arrived. No email, nothing. I called to find out where the phone was on October 4, 2022 and I was given a case #********** and assured that the phone would be sent out. No phone, no email. Again, I called on October 18, 2022 to inquire where the phone was, and I was told that they did not have a comparable phone and did I agree to have something close to it shipped. I agreed that I would accept a comparable replacement, still no phone, no emails. I called today and got the exact same story, no phone in stock, would I accept a comparable phone. I asked to speak to a supervisor several times, I was told I was speaking to a supervisor, but he could do nothing accept send a request to the warehouse. It has been months trying to get a phone replacement for my father. I see this as a huge safety issue for emergencies. How can this business get away with avoiding people in this way? I need a phone for my father now!
Business Response
Date: 11/18/2022
Dear ******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/3/2022, regarding BBB Case number ******** complaint.

Your complaint states that your father had a defective phone and he was advised by the customer care representatives to return the device to receive a replacement one; however, the defective device was return but he never received the replacement one. You called multiple times to resolve this but no resolution was provided yet.

As per our records, the same phone was not available, reason why it was not sent. As per notes in your account you agreed to receive a compatible phone. A different phone model was requested to replace your fathers phone. He should receive the phone in 3 to 5 business days.

We have attempted to contact you multiple times via phone ************ and email was sent to ********************* on 11/10/2022, 11/11/2022, 11/13/2022, 11/14/2022 and 11/17/2022; nevertheless, you replied an email requesting a callback but we could not we in touch with you via phone.
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: 11/18/2022

Complaint: 18355272

I am rejecting this response because:
I have spoken to the company three times since my complaint and have responded! The phone has not been received but it expected by Monday. Until the phone is received, this complaint should not be closed...

Sincerely,

*************************
Initial Complaint
Date:11/03/2022
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.
Weve had a phone number continuously active with TracFone/Straight Talk since 2014 that is being used by our daughter. The phone number we have been using is ************ and the **** number is ***************. We called Tracfone to have our phone unlocked in early September 2022 and had to file a complaint with the ************************** to get Tracfone to unlock the phone. They agreed to unlock the phone in September after the complaints. Today (11/03/22) my daughter tried to move her service to another carrier, but found out that Tracfone never unlocked her phone as they said. We contacted Tracfone today (********) who told us the phone was unlocked. He tried to troubleshoot the issue and supposedly did something to the system to get it unlocked within 15 minutes, and told us another Tracfone CS rep would call back in 30 minutes. The changes made by ******** did NOT work. ******* called about 30 minutes later and didnt have any information about our problem, told us the phone should be locked, and couldnt converse in English. She claimed to send us an email with instructions to unlock the phone, but we never received them (and they werent blocked by our spam filter). We asked her to read back our email address to ensure it was correct, but she refused claiming it was against the Tracfones policies. She said wed just have to wait for the email to arrive (it never has) and then hung up. Tracfone is a criminal organization that intentionally hires employees who cannot speak English or have the ability to resolve issues. They force customers to receive call-backs with different CS reps and start the troubleshooting process over again with the same results. They are still refusing to unlock my daughters phone as required by law, trapping her as a customer. She now has to consider purchasing a new phone to replace it because phones are essential to her job. The managers running Tracfone should go to jail for fraud, and I will happily testify against them in court if asked.
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 11/03/2022, regarding BBB Case number ******** complaint.

Your complaint states that you have requested to get the phone unlock on September of 2022; however, after two moths the phone remains locked.

We have contacted you on 11/14/2022, and we confirmed that the unlock codes were successfully generated in the system on September of 2022, with Reference Number: **********. Nonetheless, you did not receive the e-mail with the instructions at that time. We effectively provided the Unlocking Codes and enter them manually over the phone and the device is now Unlocked.

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 1262363956.

Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing Straight Talk Wireless.
Customer Answer
Date: 11/22/2022

Better Business Bureau:
The business was able to resolve the issue; however, it should be noted that we have told Straight Talk on every single phone call that their non-spam emails never make it through to us. There is no issue with our email system as we receive every other email from anyone else. We have told Straight Talk this issue, but their regular customer service continually ignores it. The inability of Straight Talk's system to successfully send emails is a big reason for all these BBB complaints.The CS rep handling this complaint was excellent...they need to have a better level of CS reps for their simple issues.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thanks again, BBB!!!

Sincerely,

*******************
Initial Complaint
Date:11/03/2022
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.
I purchased a new phone because my phone does not work. They delivered the phone to me today. I tried to send the phone back to them because it did not work. After several unprofessional chats I got them to accept the trade for a refund. They refused to give me a refund and stated that they can not do it without a phone call to them. That is provide me with a return label. I told them several times and it was different agents to not ask me to call them. They never the less ask me to call them several times even when I told them not to call me in the beginning of the chat sessions. They should get a metod by allowing people to contact them and give out return labels without the client who's phone does not work to get a return label. I still does not have a return label I am waiting for my new phone that should be delivered by Tracfone in 3 days. I have no communication with no body via telephone now. My bank have log me out of my online session with them. I do not know how much is in my account. I have had a severe brain injury and can not remember well. Also I can not make important calls because I do not have a phone. Tracfone should know that when a person is ordering a phone 90% of the time it is because that person does not have a phone. I do not have friend who will allow me to make calls from their phones so what do I do/ Last but not the least these phones is being manufactured in *****, ***** is notorious for not making good quality products. Therefore it is fair of me to say there should be quality control somewhere along the line. I believe that there are quality control for phones manufactured elsewhere from *****. So two things Tracfone have to do 1 Quality Control on their phones and 2 An avenue for clients to contact them other than to phone them when new phones are being sent back to them
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 3, 2022, regarding BBB Case number ******** complaint.

Mr. *************** complaint states that he purchased a new phone through our TracFone website but it did not work when they tried to activate it. With this, he decided that he will send back the phone and ask a refund. He kept contacting our customer service via chat to get a return label. However, he was informed that there is a need to call our customer service for him to be able to get a return label even though he mentioned in the beginning that does not want to be called. He also stated that his bank logged him out and that he does not know how much is in his account. Hes also not able to remember it well as he had a severe brain injury. He added, he found out that the phones are being manufactured in ***** and that he would like TracFone to have one (1) Quality Control for the phones. And lastly, he stated that hopefully there will be an avenue to contact TracFone other than phone them when new phone is being sent back.

Mr. *************** was contacted today, November 12, 2022, at ************, and he was able to verify the *** of the phone that he would like to return. We were able to trace the order and we informed him the 30-day money back guarantee that we have in our TracFones Terms & Conditions for Refund. We also informed him that there is a return label that come together with the package. Unfortunately, he does not have the box and the label anymore. Thus, we provided him another option which is just to send the phone back to our warehouses address that we provided. He verified that he doesnt want to troubleshoot the phone and he just needs to return it and get a refund. Moreover, he also stated that he does not have any other concern.

Upon review, Mr. *************** account is active and is provisioned correctly in our system. However, no usage is showing in the account. The phone was ordered on 11/2/2022 in reference to purchase order # *********. It was delivered successfully on 11/7/2022 and was activated on that same day.

If Ederich Viviers 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 1266261638.

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

Ederich Viviers
Customer Answer
Date: 11/28/2022
I have returned two phones to TracFone. Both do not work. The first one's on-off switch did not work. The second one TracFone could not get me service on. I only got a refund for one of the two phones. I want to get refunded on both phones, in the light that they could not get the second one to work. I know what is the problem with the second phone. They never in troubleshooting told me that this could be a problem. If they are not going to refund me for the second phone they have to send it back to me at their cost. My Tracfone number is **********. Refund
I have immense problems with Tracfone. They refuse to send me the codes to carry my phone number over to Xfinity cellular. It is two weeks now that I am battling to get the number carried over. They always have an excuse and they always tell me to wait 24 hours. After this, they do not make it possible for me to carry my number over. I always get a different answer when I phone them. First, they insisted that I text them with a flip phone that is not on the internet. Then I ask them to send it to my email. then they tell me that they can not do that because they have no email for me on file. When I ask them to put my email on file they told me that she does not have the ability to do that. I have ever since not worked with them directly for they lie to me and are not trained to handle anything. I now just work through Xfinity if I contact them. The last answer I got was that my email will be updated in 24 hours. This was Friday. it is Wednesday today and nothing. I want to carry this number over asap. The whole process is dragging on for two weeks now
Business Response
Date: 12/15/2022
Dear ***************,

This is in response to the November 28, 2022, rebuttal to Better Business Bureau complaint # ******** .

Thank your for the additional details about the credit for returned items. A check of my system identified 2 credits to a credit card ending in **** for the amount of $32.76 each. Please use the transaction reference numbers below, if the credit has not been confirmed via your financial institution.
1.Transaction Reference Number:43027715SAMD971P
2.Transaction Reference Number:43008129MAMDAJMX

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: 12/30/2022
I have received the amounts for the refunds. Thank you BBB. I have looked in the wrong account for it. I just realized it when I contacted my bank. It was refunded to my credit card.
Initial Complaint
Date:11/03/2022
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 Tracfone in August of 2018 at ******** My phone worked fine for several years. The problem arose when I tried to switch providers. Besides the long, time consuming, poorly explained process of getting my phone number transferred and my phone unlocked, my phone seems to have been intentionally sabotaged by Tracfone so that it will not work with over providers. I cannot send phone calls at all and can only send or receive texts if I turn on mobile data. Whenever I try to make a phone call, I get a notification that I'm not registered on the network, despite my having full bars. I have had countless tech support people from my new provider try to fix the problem to no avail, and I even had a communications technician inspect the phone in person. I have also gotten a new *** card to make sure that the *** card wasn't the problem. The new *** card did not fix the issue either.
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 11/03/2022, regarding BBB Case number ******** complaint.

******************** Gideons complaint states that he is having a service issue with us and his phone is not working.

Prior to calling, ****************, upon review, he already ported out his phone number to a different service provider from ATT 3G carrier to ******** since 10/20/22 11:33:04 with port out request ticket # ********** and unlocking request ticket # ********** with the same aforementioned date. With this, we need to speak with **************** for more details and account authentication.

We attempted to call **************** multiple times, via phone number ********** on November 9, 2022, November 10, 2022, November 11, 2022, November 12, 2022, and November 15, 2022, at around 6:04 PM EST, 11:33 AM EST ,9:12 AM EST, 1:11 PM EST and 11:04 AM EST, however, our calls were routed to a voicemail. Thus, we sent him emails though his email address *************************** We did not get any email response from him.

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

Please refer to email reference number, *******, ******* ********, *******, *******, and or Ticket Number 1266581603.

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:11/02/2022
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 have been trying since before oct 4th to get a replacement phone from them, the phone i had purchased from them was defective. In the beginning, they didnt sent me the proper return label twice. Ok, things happen, i get it. But after that, been constant runaround, ive called no less than 20 times, still runaround, keep hearing "call back, 3-5 business days" every time. Called yesterday and was asked if i had returned my old phone, which theyve had since the 4th. Each time ive called, its been one head ache after anouther. Someone FINALLY got the ticket made up that turns out i needed, told no worries, all should be good. That was 2 weeks ago. Still waiting to hear if *** has picked up phone to send to me. I cant explain in **** words accurately what ive gone thru, but this is only a very general snippit of this experience with them. But yesterday i finally bought a phone, will be transfering my service, new provider. Out of pocket. I just dont think its ok to go thru so many problems and stress, all due to their lack of professionalism to say the least. Been putting up with them for quite a while, but no more. I need it on record their absolute inability to resolve issues that should never have taken this long, but did due to lack of communication within their work place or whatever you could call it, and certainly an incompatance on the part of straighttalk. Im so very glad not to have to continue to waste my time trying to do business with them.
Business Response
Date: 11/15/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/2/2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that she is having a hard time getting her phone replaced. She did not receive the proper return label twice and she was always provided with 3 to 5 business-days turnaround time. With that, she decided to buy a new device from a new service provider instead and she still wanted to get her replacement device.

Upon review, the phone is no longer active in our system. A replacement phone ticket was generated last 9/21/2022 with reference number **********. As per Ticket notes, we received her old device with return tracking number 1Z6980XX9028774681 (cannot be seen on the *** website since the phone was received at the warehouse last 10/10/2022, 3:40 PM EST by *************************) however, she did not receive her replacement phone. We updated the ticket last 11/4/2022 and we submitted an internal escalation. Today, November 14, 2022, we were able to check and verified that there is a tracking number for her replacement device. Tracking number is 1Z7X28F00273892692 and the expected delivery will be on 11/15/2022 by 7:00 PM EST.

We attempted to reach ******************** multiple times via phone ************ and e-mail *********************** on 11/3/2022, 11/4/2022, 11/7/2022; however, we were unable to speak with her and she has failed to respond to our calls and e-mails. We spoke with ******************** last November 8, 2022, 11:36 AM EST at ************. As per our conversation, we explained to her that we have updated her replacement phone ticket last Friday, 11/4/2022 and she is within the turnaround time period. We made a follow up call last, November 14, 2022, 5:39 PM EST at ************ with no success. she has failed to respond to our calls and e-mails.

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 1265883987.

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

Sincerely,

Executive *********************

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