Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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:11/02/2022
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 broke my phone!Bought a new one.Started having issues with the new one After many calls they finally said my phone was defective.Promised to send new one but only AFTER sending the defective one back which leaves me with no phone.I sent phone back on September 27th.Since I had no phone I transferred my phone # to another service.Since they no longer had my # in their system, I apparently didn't exist.Each of the 25 calls made to them, I always got a different answer and it was usually my fault.I have given the ALL the info they need at least 20 times. Ticket # ********** Serial # of defective phone *************** *** tracking # of phone sent 126980xx9041334230 Now I have a NEW ticket #********** I now want a refund for the phone as I have had to get NEW service from another provider plus a new phone.I feel I should be compensated for the time AND money Spent on dealing with this. My time is as valuable as anyone else's. I need my phone for my job.
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 2, 2022 regarding BBB Case number ******** complaint.

Mr. ****** complaint states that his new phone got defective and was returned for replacement but none was received until he decided to switch service provider. He now wants to have a refund for it.

We spoke with ************** on 11/03/2022, via phone number ********** at 3:08 PM EST, where we confirm to him if he would really prefer the refund instead of getting a replacement device. He opted to be refunded; therefore, we asked him to send in a copy of his receipt which he agreed to send at a later time. On 11/04/2022, we received an e-mail response from ***************** where ************** mentioned that he wants the replacement device instead. An update was done on the replacement ticket ********** to send the phone out. We tried to contact ************** again via phone calls and e-mails on 11/07/2022, 11/08/2022 and 11/11/2022, but with no success, he failed to respond to our calls and e-mails as well. On the other hand, we have confirmed that the replacement device was delivered last 11/10/2022, upon checking the tracking number 1ZY870930200134645.

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 1265883735.

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:11/02/2022
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 activated a phone for my father, *****************, on October 23, 2022. Over ****** minutes was supposed to transfer over to his new phone. They did, for a couple of days. Then the phone stopped worked and the ****** minutes are missing. I have talked to over 9 people in the span of 2 weeks trying to get a resolution. A man named ******* at their **************** in ***** is still refusing to help. His reasons to not make sense either. He says the minutes were used, but they were not. I spoke to an *** last night, and he promised that a total of ****** minutes, ****** text, and **** of data would be on the phone today. It isn't, and I am mad and need a resolution before I have to find an attorney. ***** calls are recorded, so pull their call; ******* refused to pull it. The resolution I want is the minutes that are MINE that were supposed to transfer, but disappeared. It is regarding phone ************, ticket number **********.
Business Response
Date: 11/09/2022
Dear *************************,

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

************** complaint states that he lost all his minute and failed to receive an assistance from customer representative.

We spoke with ************** on 11/3/2022. As per our conversation, we were able to add the lost minute into his account successfully.

Upon review, ************** phone is currently active and provisioned in our system. Phone usage record indicate that the 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 ticket number 1266195661.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/09/2022

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:11/02/2022
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.
Notified by text of a refund from Totalwireless by ******* Wireless a cellphone company in *****, ********
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 October 31, 2022, regarding BBB Case number ******** complaint.

Ms. ********* complaint states that she received a text message from Total by ******* regarding refund.

Upon review, our record shows that ******************** just recently activated her account on 11/02/2022. However, no records found for any refund transactions or request processed.

We attempted to contact ******************** multiple times via phone number ************; and e-mail at ******************* on 11/02/2022, 11/03/2022, 11/04/2022, 11/07/2022, and on 11/10/2022. However, she has failed to answer our calls and responded to our e-mails.

With this, to provide further assistance to Ms. ********* concern, we need to speak with her directly.

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 1266297119.

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

Sincerely,

Executive *********************
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:11/01/2022
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.
Attempting to cancel my Straighttalk autopay has been IMPOSSIBLE. I have talked to 2 representatives and a supervisor. I did not have my pin number but I could give the representatives every other piece of information about the account and still could not cancel the account. My only recourse now is to call my credit card company to dispute the charge. Straighttalk claimed they didn't have my email address, and the most recent numbers called were not correct, and they didn't have my credit card on file even though the e-bill came to my email, and the numbers are on the phone. Do not do auto-pay with Straighttalk!
Business Response
Date: 11/10/2022
Dear *********************,

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Nov 1, 2022, regarding BBB Case number # ********

Your complaint states about not being able to cancel the auto refill program, as you were not able to validate your account.

We have attempted to reach you multiple times via phones ************ and email ************************ on 11/03/22, 11/04/22, 11/05/22, 11/07/22 and 11/10/22 without success; you have failed to respond to our calls and emails.

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 Ticket Number 1265889293.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Straight Talk Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:11/01/2022
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.
Out $150.75. Mobile never worked. Called 10/13, 10/14, 10/17 (****< JAINA< ********), 10/21 (*****<*****-ticket 1265109709), 10/30(**** -supervisor), and 11/1 (*******<****-cancellation ***** and no NETWORK even after getting a new SIM card. IMEI ***************. During the last call got a ticket number for 45980640F9SI3CLY. Have spoken to everyone in the Philippines but no luck with the NETWORK or SIM card. Want my money back.
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 11/1/2022, regarding BBB Case number ******** complaint.

Your complaint states that you were charged for a service that did not work. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.

We have successfully spoken with you on 11/9/2022 and you mentioned that you purchased a phone and a service plan back in June; however, you lost the phone and you could not use the service. We explained that we could not process refund for airtime transactions. Also, you mentioned that you purchased another plan for a different phone, but when we asked you for the information of that device, you said that you did not want to continue with that transaction.

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 1266075858.

Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:11/01/2022
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.
My Tracfone is not working I cannot make calls or text or add minutes on it. When I try to make calls it ether says mobile network is not availabe are no network connection. I called them more then once, they told me I have service on my phone but they won't fix the issue because they say they need to verify my account and they cannot because I don't know my security questions. I told them what I put as answers and they keep telling me every answer is wrong. I just won't them to turn my phone back on. This is the second time my phone has stopped working last time someone stole my sim card number.
Business Response
Date: 11/10/2022
Dear ***********************,

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Nov 1, 2022, regarding BBB Case number # ******** complaint.

Your complaint states about not being able to use your phone, as you cant make or receive calls, due to network connection issues.

We checked your account; we were able to find that the service is active, but it seems like is not connecting properly to the network, as there is no daily usage for voice, text or data on your account records.

We have attempted to reach you multiple times via phones ************ and ************ also via email ********************** on 11/03/22, 11/04/22, 11/05/22, 11/07/22 and 11/10/22 without success; however, we received a call from you on 11/03/22 , and you reported that there was a circle with a line on the device, indicating that there is no signal available; therefore, a SIM Card was sent to you with reference number **********. We were trying to inform you that it might take from 1 to 3 business days to be delivered, as it was recently updated, but you have failed to respond to our calls and emails.

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 Ticket Number 1265885435.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 11/18/2022

Complaint: 18341626

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 11/21/2022

Complaint: ********

I called Tracfone they never did call me they sent me a email and told me to call them. They sent me a sim card and it did not work. So now they want me to send them my phone and trade it for a different phone. I do not agree with that because I have important information on my Phone.

Sincerely,

***********************
Customer Answer
Date: 11/21/2022
My name is *********************** and my complaint ID is ********. They sent me a sim card and did not work, then they told me to trade my old phone for a new one. I called them today and let them know that I cant give my phone to them because I have important things on my phone. They told me I half to send in my phone. All this after my triple minutes was stolen from me and my sim card number was stolen two times.
Business Response
Date: 12/15/2022
Dear ***********************,

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

We apologize for any difficulties that you may have expeirienced with our services.

We do provide a 1 year Limited Warranty that will replace phones with manufactors defects with a comparable refurbished phone. The process does require the return of the defective device prior to the shipmnet of a replaceent.

For assistance with the lost number and SIM cards, please provide additional details for assistance
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. ****
Initial Complaint
Date:10/31/2022
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 claims they support eSim cards and encourages customer to purchase or bring your own device but so we buy new phones and they do not support eSim which is causing customer frustration.
Business Response
Date: 11/02/2022
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 1, 2022, regarding BBB Case number ******** complaint.

Ms. ***** complaint states that she is having problem transferring over her existing phone number to her new Iphone 14 that she purchases thru ESIM activation.

Ms. **** was contacted on 11/01/2022 at ********** and we failed still to activate her new phone because Tracfone is only capable of activating an ESIM for an Iphone **************************************************************************************** transfer their phone number. We accordingly educated Ms. **** about the process.

If Ms. **** 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 1265769952.

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


Sincerely,

Executive *********************
Customer Answer
Date: 11/03/2022

Complaint: 18340645

I am rejecting this response because: there website does not inform customers that is only for new activation. When you go to the website it asks if you want to use your current number and then fails when trying to process. They are misrepresenting themselves to the customers.

Sincerely,

*****************
Initial Complaint
Date:10/31/2022
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.
They took my phone in August and won't replace it like they said they would. I have a tracking number and everything, but It doesn't matter. Every single time I call customer service there is a long wait, and then they give me the run around an ultimately hang up on me. I have called them multiple times over the last few months and they always do this. It's very annoying. The phone was not cheap, and at this point I basically consider it to be stollen from me by Tracfone. The tracking number of the phone I sent to them was 1Z 698 0XX ************ if anyone wan't to look into it.~*****************************
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 01, 2022, regarding BBB Case number ******** complaint.

************************* complaint states that the she did not receive the replacement phone she request since her old phone is not working and provide a tracking since she mention on the complaint that she already return the old phone.

*********************** was contacted multiple times through phone at ********** and email **************************** on 11/2/2022, 11/03/2022, 11/04/2022, 11/07/2022 and 11/11/2022 but customer failed to response our calls and email.

As per reviewed, ************************* account is active however, account is affected due to migration and customer is eligible for a free phone. With this we need to speak with the customer to address this matter accordingly.

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 1265810943.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Safelink Wireless and have a great day.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 11/14/2022

Complaint: 18340209

I am rejecting this response because:
you lied about trying to contact me by phone, and after all these months I still don't have the replacement phone I was promised. You customer service is terrible, and the stress from trying to get someone to help me with this issue is making me ill. It should not take months and months to resolve this issue. This is unacceptable.

****************************************************
Customer Answer
Date: 11/29/2022
I've been trying to get my replacement phone delivered since August. Your customer service is atrocious. Can you please send me a phone that is similar to the one that broke? The ticket number is *********** and the phone number is ************. The old broken phone was delivered to you many months ago and the tracking number is 1Z 698 0XX ************. Please send the new phone now. It doesn't have to be the exact same one, but it needs to today. I'm really sick of waiting. This is ridiculous
Business Response
Date: 11/29/2022
Dear *****************************,

This is in response your rebuttal 11/29/22 regarding your Better Business Bureau complaint.

Ticket # ********** has been updated and processed to receive a replacement device.

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
Initial Complaint
Date:10/31/2022
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.
Defective phone serial #***************. Tried activate 3 hrs w/tracfone. Never activated. Can't call. Told to remove sim. I gently pulled it out & only serial. They said take out completely. Pulled gently. Sim card separated & was stuck inside. Then phone said "NO SIM CARD" I said want to return. Then I saw was charged 1 yr of $****** PLUS 2nd year $133.57. Only auth $****** at time when thought phone would work! Transferred to ask refund for both $****** & $133.57 since phone defective. NOW, SEE charged credit card 2x for $****** and 2x for $133.57. I have requested the return label multiple times hours ago and no email label received! Ticket **********. was for return/replacement. Was told supervisor would also call me shortly. It has been over 5 hours. No call! I just went on a NEW chat, almost 3.5 hours after my last phone call and had 3 different chat persons and asked to please RESEND the label for the return to be exchanged on the phone. The 3rd person did it supposedly 2x. Got NOTHING. I asked could it be mailed? Faxed? Was told no. I could request a call back. And, the person left the chat before I could even give a phone number or ask to be transferred. Just hung up the chat! We must have a return label sent immediately!! We need to be fully credited for phone ($107.99) plus ($133.57), ($133.57), ($******) & (******) = ($656.33). We NO LONGER WANT to replace it! REMOVE AUTO CREDIT CARD which was part of the initial one year cost! I was assured it was cancelled but this was by the same person who charged us 2 more times instead of 2 credits!Tracfone can send the return prepaid MAILER to **********************, ********************************************************************************.
Business Response
Date: 11/02/2022
Dear **********************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 1, 2022 regarding BBB Case number ******** complaint.

Mr. ***** complaint states that he complaint states that he purchased a new phone. However, it was defective and wants to have a replacement. A replacement ticket was already created with ticket number *********** but he was not able to receive a return shipping label so he wants to have a refund instead. He also stated that he was double charged for the amount of $140.6 and was double charged for the amount of $133.57.

We called Mr. ***** but was answered by his wife, ***** on 11/2/2022 to the **********. She was able to confirm that Mr. **** received an e-mail that a refund for the $133.57 and $140.6 was processed already on 1/31/2022, but he was not able to see it on the credit card account. We validate Ms. ***** that we will process a ticket in order to send Mr. **** a return label for the phone to be sent back. However, she also stated that she received an e-mail that something was shipped out. We were able validate that it was a shipping label to process a replacement phone.

Per records, a shipping label was shipped out yesterday 11/1/2022 via *** with tracking number 1Z85W81F0242910175. Instead of e refund, they agreed that they will just return the phone in order to receive a replacement phone. Refer to ticket number **********. In addition, regarding the refund, it was still pending on their credit card since it depends on their Bank Institution, since it might take up until 30 days to reflect on their statement.

If Mr. **** should still require assistance, he can contact ************** enter PIN (**** or *****. 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 1265764422.

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

Sincerely,

Executive *********************
Customer Answer
Date: 11/04/2022

Complaint: 18339800

I am rejecting this response because:
Tracfone charged the credit as was stated in the complaint 2x (once on 10/31 and once on 11/2) for $133.57 and 2x (once on 10/31 and once on 11/2) for $140.60.
Even by their own admission, they ONLY CREDITED 1x for $133.57 and 1x for $140.60. See attached.
They STILL owe a credit for the ($140.60) PLUS ($133.57) = ($274.17) currently.
They finally got us the return label and it was dropped at *** today TRACKING 1Z6980XX9042114250 11/4/22.
So, in addition to requiring the FULL credit for the error of minutes charged without authorization, I await to receive a replacement phone that CAN be activated and the **** ***** for $15 off a $99.99 year minute plan.
Only then, will I authorize the complaint to be closed.

Sincerely,

*********************
Customer Answer
Date: 11/10/2022
---see attachments--
As noted, we do not accept their reply because they still owe us credit for 2 additional charges.

The defective SIM card phone was returned with the label on 11/4.

Per **** they received the phone 11/9/22 at 9:26am.

We have not received any information from them regarding a NEW TRACKING NUMBER for the NEW ******** Stylus G REPLACEMENT as to when it will arrive.

Again, should Tracfone fail to provide a working phone on this next shipment, we will require the merchant provide another prepaid return label and fully credit the purchase of the phone as well.

****** & *************

Your shipment
1Z6980XX9042114250

Delivered On
Wednesday, November 09 at 9:26 A.M. at Receiver
Returned To
*********, ** **
Received By:
VALLENILLA
Proof of DeliveryOpen the link in a new window
Business Response
Date: 12/05/2022
Dear *********************,

This is in response your rebuttal 11/29/2022 regarding your Better Business Bureau complaint.

We have received your complaint it is currently under investigation and you will be contacted with findings.

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 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:10/31/2022
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.
Paid for a full 30 day service plan for Total by ******** They only credited me for 25 days. I called yesterday(October 26) to complain and demand that the five days be added to my account. They said that it would be. They lied. My account is stilling missing those five days. That's theft by fraud. I demand they credit my account immediately.
Business Response
Date: 10/28/2022
Hello,

Thank you for contacting *************** of ********* Relations regarding ************************* compliant. In his complaint, received
on 10/28/2022, ********** expressed concern regarding his Total by ******* account. He explained he purchased 30 days of service;
however, only received 25 days of service. ********** stated he worked with ***************** who advised the five days would be
added to his account, but they have yet to show up. He requested the days be added to his account.

Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines,
please forward ************************* complaint to the appropriate ******* Team.

Email: **************************************

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

*******
********* Relations Analyst
Business Response
Date: 11/08/2022
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 Total by ******* deactivated the service on the wrong service end date, five (5) days prior your due date.

We have attempted to contact you to the contact number ********** and email sent to ********************* on 11/01/2022, 11/02/2022, 11/03/2022, 11/05/2022 and 10/08/2022; however, we were unable to reach you, as you have failed to respond our calls and emails.

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 Ticket Number 1265764288.

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

Thank you for choosing Total by *******.

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