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:10/31/2022
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.
As i had 2 ************* Call to Tracfone in regards to that my Wife had changed her service to another server 0n 10/10/2022 after 3hrs on speaker phone with they finally got the number change. Now she was told that the remainder of the data left on her phone plan that was for 1yr. plan paid for 05/2022 could be transferred to my phone/account that is ************* left over from old plan. She was told this by the representative(she didn't ask was told) that this could be done in 30 Days. When I had chatted I was told that this could not be done. So Monday I called only again to get someone that was rude & would not listen to me. As I told her that I needed to speak to a Supervisor she refused to get me one. As I was told that this had to be done at the time she was changing servers. I said again why was she give the wrong information that she would have done this at the time. I was asked for the IMEI/Sim number, could not give as no longer had phone. Her number that they can't find anything on is ************* > mine that data to be transferred to *************. I asked for a refund of the 7 months or data to my phone was told "NO" & they could not retrieve the info. after only 18 days. There tech team don't know what they are doing as it also took me 3 months to get my phone to work, as one Tech had changed my Plan with out my permission more hrs. on the phone. There customer service/tech support are rude and you just get a runaround/wrong info. they all tell you a different story. This has been very uncalled for.
Business Response
Date: 11/03/2022
Dear, ***********************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/31/2022, regarding BBB Case number ******** complaint.

Your complaint states that after you started a port out of your wifes phone number, you have been experiencing difficulties with our customer Service Team to get the reaming benefits on her account to transfer to yours.

We have contacted you on 11/03/2022, and we confirmed that 6 months of service were pending on the account and we proceed to add the service to your phone line. Also, we addressed your feedback on the **************** experience you received in order to improve and provide you with the best quality of our service.

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 1265762480.
Based upon the foregoing, we will close this matter as a resolution was provided.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 11/05/2022

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, They did reply but it was 3/4 days to get back, when I did talk to there Resolution Team there was no problem, as they didn't ask all the question that was asked by other agent and were told NO. They added to my account with no problem (even thought I had to call back as the data was not added as it was suppose to). Why this could not have been done in the 1st place is unknown.As I take to a Supperiver that called the next day I don't feel that this has taken care of the problem. That it will keep on happening. So I have kept the number/ext. to there Resolution Team.
***********************
Initial Complaint
Date:10/31/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a phone and service plan with 1-3 day shipping on 10/23/2022 and was charged $36.50. The Phone has yet to be shipped as of 10/31/2022. I Contacted customer service on 10/28/2022 and asked to have the order cancelled and the purchase price refunded. They said they could not cancel the order, nor could they tell when the item will be shipped. I would like the order cancelled and refunded. The order ID number is: ********
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 10/31/2022, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order on 10/23/2022 and you were charged $36.50; however it was not delivered. You request a cancellation and a full refund for that amount.

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 11/14/2022 and we advised you that your order will be delivered that day. You mentioned that you would refuse it. Once we receive the item back, we will reimburse the total amount of this 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 **********.

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

Thank you for choosing Tracfone Wireless.
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.
I have been trying to stop auto-refill I set up for a Tracfone. I bought the phone for a family member who could not afford a cell phone or service. Once they found steady employment they bought their own phone. This was back in July! And I have been trying ever since to stop auto-refill out of my account. There is NO WAY to stop auto-refill accessing your account online. In fact, every time I go online it has wrong email and other info on me, or no info under my account info - BUT it still debits my account just fine! Then their online chat simply does not work or only gives you the canned answers of an AI, not actual help. I phoned and had this happen:Twice I got hung up on Once I was on the phone forever because the person kept leaving - supposedly to check something - and after all that they told me that unless I had the phone in front of me there was no way to "verify" my account. Even though I gave them all kinds of identifying information. And by the way - how do I even know who got all this information? Because they did not help me. I worried my identity was going to be stolen. I tried phoning again, hoping that I would get someone who could actually help me. Since I did not have the phone (again, with a family member living elsewhere) they said they sent me an email to verify. I never got any emails and they were not in spam. Finally I called to say my phone was stolen, thinking they would HAVE to help me and stop the auto-refill debit and I would not need the phone. Still NO HELP - told me that when they tried to verify using bank account info there was an "error" message and I would have to call back when their system was working. WHAT?! I finally got the phone back and tried using the app as one of them told me to do and it NEVER WORKS. I am so frustrated I could scream. I have now paid money again and again when I did not authorize it. Isn't that fraud? And to stop payment costs ME even more money. TERRIBLE company!
Business Response
Date: 11/03/2022
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.

************** complaint states that she is trying to stop the auto refill that she set up for a family members to use. She called Straight Talk Wireless multiple times about it however, it cannot be cancelled as she is unable to authentication the account.

We attempted to contact ************ multiple times via phone at ********** and email at ************** on 11/01/2022, 11/02/2022 and 11/03/2022, but we failed to reach her she also failed to respond via email. Fortunately, we received a call back on 11/03/2022, she mentioned she have the phone with her. Thus, we sent a security code via text and we successfully authenticated the account. With this, we have de-enrolled her auto refill in the account.

Upon review, she processed her auto-refill enrollment since 06/14/2022 up to 10/12/2022 with the $20 Unlimited Talk & Text ,2GB Data 30-Day. We have successfully verified her account and de-enrolled her auto refill payments. Thus, she will no longer be deducted using her card.

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 1265767121.

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: 11/05/2022

Complaint: 18335787

To the extent that my auto-refill was FINALLY cancelled the dispute was resolved so I am sure Tracfone consider the matter handled. But I feel obligated to leave this response as a caution to others.
So, I am rejecting this response because:
I want it noted that I never received any emails to any of my email accounts and I did check Spam folders. If I could have dealt with them by email this should have been resolved months ago! Why suddenly is there communication possible via email?
And I appreciate that they called multiple times but as a working person I cannot always stop and take a phone call. And the calls did not start until I filed this complaint. I believe the only reason I got to speak to someone who actually process a cancellation of my auto-refill was because of this complaint. So for Tracfone to respond as they did making it sound as if they tried to help and I was the one not available is disingenuous.
And finally, even after documenting all this for them in a complaint this response makes it sound as if I was he one at fault all along somehow. But I was not helped a number of times over a period of at least two months. ************ should have offered me at least one month's refund in costs due to their non-existent customer service. I did request that in my filing. But it does not surprise me that they did not do the right thing and offer me any refund. And I did ask for it when I called, but the person I was speaking to was obviously working according to a canned script and could not address that request. Also, I had to keep stating that I did not want any more payments coming out of my account period. The person on the call kept saying something about it not being done until December. So if I get any payment coming out this month AT ALL I will be back here to file another complaint.
I did get an email saying that my auto-refill had been cancelled. I hope that is correct and I do not see a payment slide through anyway. It almost would not surprise me if it does, because this company deliberately made it hard for me to stop my service and I believe they do so on purpose.
I am sure that Tracfone considers this matter closed. I do not want to pursue anything further with them at all unless it is a sincere apology and a refund. Beyond that, I consider it closed and I am done with them forever...finally...thank God!
Sincerely,

*******************
Initial Complaint
Date:10/30/2022
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 1 YEAR EXTENSION with Tracfone on 4/1/22 and today they claim I never purchased it and they won't turn my phone back on. The phone was used as recently as last month but now it won't because they claim I need to buy more minutes even though I have a, "Pay as you go" plan and bought the year extension on 4/1/22. Until a month ago whenever I would check to see how many more days of service I had left it would always give me the date of 6/16/23, but now it gives the date of 6/16/22. I have the receipt from PayPay to show the transaction was made as I said it was on 4/1/22.
Business Response
Date: 11/04/2022
Dear ***********************

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/31/2022, regarding BBB Case number ******** complaint.

Your complaint states that you were having issues to receive the benefits for the service plan that you paid for.

After further investigation, we were able to verify that your service plan was successfully added by one of our agents.
We have attempted to reach you multiple times via phone ************ and via email ******************* on 11/01/2022, 11/02/2022, 11/03/2022 and 11/04/2022 however, we were unable to speak with you, but we received your E-mail that mentioned that your issue has been resolved and no more assistance is needed.
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 1265756860.
Based upon the foregoing, we will close this matter as a resolution provided.
Thank you for choosing Tracfone Wireless
Customer Answer
Date: 11/07/2022

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. The representative at Tracfone's Corporate Headquarters did a very good job resolving the problem and I'm happy I contacted you as an arbitrator.

Sincerely,

***********************
Initial Complaint
Date:10/30/2022
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.
had *his # *************) 12 years,s*ill have mins. on i*. They giving me *he run around for over 9 mons. *hey were *o sending me a new phone ( 3 *imes ) I go* my own phone, *hen *hey'd say *he securi*y answer was wrong ( I know my pe*s name ) I bough* a new phone , now *hey're saying *ha* *hey don' * have *ha* #. I jus* wan* my ****** mins. I s*ill had. Please help; *hank you
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 10/30/2022, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues to retrieve your old phone number and transfer your minute to your new device.

After further investigation, we were able to verify that your account is new and is ready to be activated.
We have attempted to reach you multiple times via phone ************ and via email ******************** on 11/01/2022, 11/02/2022, 11/03/2022, 11/04/2022 and 11/08/2022 however, we were unable to speak with you and you failed to response to our E-mails.
If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
Please refer to email reference number ******* or **********
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:10/29/2022
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.
THE OTHER DAY, I ATTEMPTED TO SEND AN SMS AND RECEIVED THE ****** "Free Msg: Unable to send message - Message Blocking is active.". I CALLED TRACFONE WIRELESS TECHNICAL SUPPORT, WHO TOLD ME IT WAS MY SIM CARD. SHE THEN REQUIRED ME TO ORDER A NEW SIM AND WAIT FOR IT TO ARRIVE. I ASKED IF I COULD USE eSIM, AND SHE SAID THAT I COULD. BUT THAT I WOULD HAVE TO WAIT UNTIL WE TRIED THIS TROUBLESHOOTING STEP FIRST. I HAD TO HANG UP, TURN MY ***** OFF, THEN BACK ON. I EXPLAINED THAT I WAS CALLING FROM THE ***** AND I WAS UNABLE TO DO SO, WITHOUT FIRST DISCONNECTING THE CALL. THE *** STATED THAT WAS FINE, THAT SHE WOULD CALL ME BACK IN 15 MINUTES, TO ENSURE THE THIS TROUBLESHOOTING STEP WORKED. IT DIDNT, AND THIS PERSON NEVER CALLED ME BACK. INSTEAD, I CALL BACK IN THE NEXT MORNING. I WAS THEN TOLD BY A DIFFERENT ***, THAT **** WASN'T AN OPTION, THAT I COULD EITHER GO TO THE STORE AND PURCHASE A NEW nanoSIM CARD, OR I WOULD HAVE TO WAIT FOR THE NEW nanoSIM THEY SENT ME, TO ARRIVE. I AM UNABLE TO GO WITHOUT CELL***** SERVICE FOR 2 WEEKS AWAITING FOR THIS NEW SIM TO ARRIVE. SO I GO TO THE STORE, PURCHASE A NEW SIM CARD KIT, AND CALL TO ACTIVATE IT. THE *** STATES THAT I AM UNABLE TO ACTIVATE THIS nanoSIM KIT, "IT IS INCOMPATIBLE WITH YOUR *****". I AM USING MY WORK PROVIDED I***** 13 PRO **** SO I DON'T UNDERSTAND THAT. SO I CALL BACK IN, YET AGAIN, AND WAS TOLD BY YET ANOTHER REPRESENTATIVE THAT **** IS COMPATIBLE WITH THIS *****, THEN SENDS ME TO ANOTHER AGENT, WHO THEN TELLS ME THAT I CANNOT USE eSIM WITH THIS *****, BUT THAT I CAN ACTIVATE THE ***** nanoSIM" THAT I PURCHASED TODAY. OVERALL, I HAVE SPENT OVER 4 ACTUAL HOURS ON THE ***** WITH TRACFONE TRYING TO RESOLVE THE ISSUE. AND IT WAS NEVER SOLVED.
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 10/29/2022, regarding BBB Case number ******** complain.
Mr. ******** complaint states that that he was unable to send a text message and was advised that he needed a new SIM.

We spoke with ****************** on 11/07/2022 at **********. He confirmed that the service was working. We informed him that his previous enrollment was cancelled and the new one was still in Qualified status and he needs to wait **** days to be enrolled. Moreover, he informed us that he wanted to port out his number. We provide him where to find the account number and to send NTP to ****** to get the Number Transferred Pin.

Upon review, the phone was active and provision in the system. ****************** was enrolled in Lifeline since 5/20/2021, with ACP (Affordable Connectivity Program) since 5/29/2021 and was cancelled on 7/21/2022 due to no active SafeLink phone and customers request. He used to receive the monthly benefits of unlimited talk, text and data with 10GB hotspot and unlimited international calling. Moreover, ****************** re-applied in LifeLine and the status was Pending and he needs to wait **** days to be enrolled.

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 1265748558.

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: 11/09/2022

Complaint: 18332467

I am rejecting this response because:
The response received from TracFone Wireless contains NUMEROUS lies.

Sincerely,

***************************
Initial Complaint
Date:10/28/2022
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 a totally unlocked phone so i went to ******* and bought a bring your own phone sim kit with a 45 dollar phone plan well upon activating the phone stright talk took it upon them selves to deactivate the phone after they took the plan i have spent well over 30 hours trying to get both of my phones fixed to no avail i have been hung up on not only by tech support but by the coperate office i feel like i have been scammed out the money i have spent with this company they arerefusing to fix my service and at this point they are falsely advertising that you can bring your own phone because at this point it is not true i would like either my money back for what i purchased or my phone fixed with the compensation that i was promised by coperate office on their recorded line i want a call from headquarters because this is illegal from where im sitting
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.

**************** complaint states that he wanted to be refunded on the service plan he added on his account.

We spoke with **************** today, November 2, 2022, 12:25 PM EST at the contact number provided. And we told him that we cannot process him a refund, because aside from the phone that is working, there are also usage since the activation. Even though he was promised for three months of free service, we still educate him that we cannot. And he refused the offer of ten service days extension.

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 1265756933.

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: 18330803

I am rejecting this response because:
It is on your alls recorded line that we get that it was a verbal agreement which made that a binding contract you all broke that contract by not providing what was promised
Sincerely,

*******************************
Business Response
Date: 12/05/2022
Dear *******************************,

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

Research indicates that your account is not eligible for unlocking. We apologize for the inconvenience. Research indicates that the device had usage we cannot offer a full refund however, we can give you one month of service.

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 Straight Talk 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:10/28/2022
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 received a mailing from Tracfone that my long time perfectly working cell phone would no longer work and that I needed to upgrade. They offered a free replacement which they sent and I received. After multiple calls to their support spending hours Im now left without a working cell phone. My old phone has ******** minutes and 262 days of service which they cant figure out how to transfer to the new phone. And because they cant do that they cant activate the new phone. I want them to put the minutes and days on the new phone and turn it on.
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 October 28, 2022, regarding BBB Case number ******** complaint.

****************** complaint states that he received a replacement phone since his old phone will no longer work in the upgraded network, however, the new phone did not work, even after calling customer support multiple times.

We spoke with ****************** on 11/2/2022 at ************ and we were able to make the phone services work. Moreover, we verified that the previous account balance and service days were successfully added.

Upon review, ****************** account was impacted by VoLTE (Voice over LTE) Migration that causes his phone service to shut off. Hence, we offered free replacement phone for him to take advantage of the new improved network. However, the new phone was not successfully activated due to delay of network programming.

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 1265755975.

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: 11/03/2022

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.
I would also like to thank the Better Business Bureau for your help in rectifying this matter
Sincerely,

***********************
Initial Complaint
Date:10/28/2022
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.
There were 4 8GB data cards purchased and activated: May 21, 2022, June 19, 2022, July 23, 2022, August 29, 2022.I went through my phone and screen printed all 142 apps and their data usage from 5/1/2022-8/26/2022 and the total is 8.52GB. Add .06GB for Sept usage and therefore we have 8.58GB used since May 1, 2022.32GB of data purchased 8.52GB data used.where is the 23.48GB of missing data?See supporting documents for analysis and screenprints.
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 10/28/2022, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues to receive the ***** GB of data on your device.

After further investigation, we were able to verify that your account is activated; also we found a ticket# ********** that mentions that we added your missing data.
We have attempted to reach you multiple times via phone ************ and via email ****************** on 11/01/2022, 11/02/2022, 11/04/2022, 11/07/2022 and 11/09/2022 however, we were unable to speak with you and you failed to response to our E-mails.
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: 11/11/2022

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:10/28/2022
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 attempted to assist a client with transferring from an obsolete flip phone to a new flip phone. It was purchased at ******** It was activated and minutes/days added. Although it stated it everything was successful it did not make calls and had no network. I was on the phone with several people with the helpline and finally was able to get onto a network. This was after 2 hours on the phone. Then, it wouldn't make/receive calls. When calls were made it stated, "Call limit has been reached". I was again on the phone with several people and several calls backs from them stating it would be the same person calling and knowing where the 'case' was. It was not and I had to reexplain the problem EVERY single time. This was all on the first day and on the phone for 3+ hours.The next day, I had a similar experience and had to repeat ALL information again. Eventually, it would make calls but would go to the 'Safe Link Help Line'. So, any number called would go straight to them. Finally, someone was able to fix it and make calls. This was after being on the phone with the helpline for 5+ hours for two days. I was transferred many times, completed the same tasks with no results, and reexplained every single time the issue with no results or understanding why we were having issues. The staff were robotic with their comments, which I understand is needed but didn't explain anything on why the issues were occurring or seemed sincere in that fact my client was without a phone for 48 hours. I typically am very understanding to technical issues, but this was unprofessional in every way. My client or I do not want any compensation, we just want change. Not every person could do this for themselves. This service and the length of time was not okay.
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 10/28/2022, regarding BBB Case number ******** complaint.

Your complaint states that you attempt to assist a client activating a new flip phone. The benefits were added successfully to the account but, the phone could not make or receive calls. After many attempts you were able to fix the phone, however you want the customer service to change because not all the people can go through that process.

We attempt to reach you on the phone number ************ an email was sent to ********************* on 11/1/22, 11/2/22, 11/3/22, 11/4/22 and 11/8/22; however, we were unable to speak with you. You reply an email with the contact number that we already have but, no answer received.

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

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

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

Thank you for choosing Tracfone Wireless.

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