Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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

3,432 total complaints in the last 3 years.
792 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date: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.
My elderly father has had a TracPhone for over a decade. Three weeks ago it stopped working (accepting or dialing out phone calls). He purchased a new TracPhone yesterday with an unlimited roll-over plan so his airtime, minutes, phone number, etc from the old phone would transfer to the new phone. We attempted to activate the new phone by transferring the old phone over today. In order to transfer an old phone to a new phone, they need to authenticate the old phone. They do this in one of three ways: 1) sending a text message with a verification code to the old phone, 2) Verifying through an online TracPhone Account or 3) Verifying with a purchase made by a debit card associated with the old phone number. Since he is elderly, he does not use a debit card let alone one associated with the number. He does not have an online TracPhone account nor could sign up for one as it requires a text recieved authentication code to establish. His phone was not receiving text messages due to TracPhone changing their system so was unable to get an authentication code via text message to the old phone - So in short, he had no way to authentic the old phone. This was a problem NO ONE would help us resolve. All four reps would not help (****** and **** were the two name gotten) by either crediting the new phone with nearly $100 in assets (already paid for airtime and minutes) that is on the old phone nor would issue a refund for those lost. **** even REFUSED to allow us to speak with any supervisor. This is ELDERLY EXTORTION! Your company has over $100 from him for those minutes and air time yet due to YOUR SYSTEM changes, you get to keep the money while he loses the value exchanged for it. YOU SHOULD ASHAMED OF YOUR COMPANY AND EMPLOYEES FOR SUCH TREATMENT OF THE ELDERLY - IT IS FINANCIAL EXTORTION!!! If needed, we have the old trac phone, pictures of the assets one it (air time, minutes, etc), and call logs.
Business Response
Date: 11/07/2022
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 ******** complain.

Ms. ******* complaint states that they wanted to transfer the number and the minutes from the old phone to the new device. However, they cannot authenticate the account.

Upon review, we are able to pull up an account using the e-mail associated in the complaint email and the account was active.

We attempted to contact **************** via phone ********** and e-mail ********************* on 11/01/2022, 11/02/2022, 11/03/2022, 11/04/2022 and 11/07/2022. However, our call was unsuccessful and there was no response from our e-mail sent to the her. It would be best to speak with her to provide a complete assistance.

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 1265749576.

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: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.
On October 17, 2022, I called Tracfone phone service because I realized that my phone was turned off, after speaking with 6 people it was determined I was disconnected from the low income program and I will need to purchase a regular plan. I asked the representative what are my options and was told I could get the unlimited talk and text with 2gb of data. Well here I am today October 28 with no minutes remaining after finding out when I tried to make a call. I called back to find out what happened and and the person named *****, told me I have to repurchase a new plan with more money. I explained to her that I was told the wrong information and paid a large amount of $55.90. She said it's nothing she could do about it and I have to purchase a new plan. I requested to speak to a manager or supervisor and was told that I couldn't and I had to listen to her only. I stated that I am a single mother of 3 on a low income and can't afford a new plan less than a week of the last plan. I'm so disappointed in this service after being a valuable customer of over 7 years.
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 reactivated your service; however the service stopped working and you were mistakenly advised to buy another service plan; therefore, you are asking for a Refund.

We have contacted you on 11/08/2022, and we confirmed the refund process has already started for the amount of $55.90 USD and $ ***** USD, since we confirmed you were unable to use the service at that time.

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 1265754046.
Based upon the foregoing, we will close this matter as a resolution was provided.
Thank you for choosing Tracfone Wireless
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.
Tracfone Wireless refuses to unlock my phone because my service is not active. I paid over ****** when I bought my phone with a year of service, it expired because I did not want to pay a high price to renew. Now they are telling me they will NOT unlock the phone so I can choose a different carrier without paying an unlock fee. It's no wonder this company has a one star rating with the BBB, they are outright breaking ** unlocking laws by forcing customers to pay a fee to choose a different service! Tracfone Wireless will NEVER get another ***** from me, and I will fight this fee in any way I can. Anyone reading this, DO NOT do business with Tracfone Wireless. They refuse to unlock phones and even hung up on me when I asked to speak to a manager. If I would have known this is the way they did business I would have NEVER bought my phone! I DEMAND an UNLOCK code, and I REFUSE to pay a fee, as I paid over ****** when I bought the phone! This is NOT right!
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 would like to unlock the phone that he purchased with a service plan for a year. He mentioned that they refused to unlock his phone. He demanded an unlocking code and refused to pay the fee.

We made multiple attempts to contact ************** via phone at ************ and e-mail ********************* on 11/01/2022 and 11/02/2022 but we were unsuccessful, he has failed to respond to our calls. However, we received an email response on 11/02/2022.

Upon review, the device is INACTIVE in the system since 12/28/2021. We have confirmed also from our specialist that in order for the device to be unlock, ************** must pay the fee for $6 plus taxes since the device was deactivated for more than 90 days.

We received a phone call from ************** on 11/02/2020 at ************. We let him know the information provided by our specialist that we could not unlock the device for free but he refused the information and resolution.

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 reference number 1265750728.

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

Complaint: 18327761

I am rejecting this response because:
RE: "We made multiple attempts to contact ************** via phone at ************ and e-mail ********************* on 11/01/2022 and 11/02/2022 but we were unsuccessful, he has failed to respond to our calls."
THIS IS AN OUTRIGHT LIE!! I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME, THREE DIFFERENT TIMES, THREE DIFFERENT DAYS AND GOT THE EXACT SAME RUNAROUND!! I HAVE THE RECORDED CONVERSATIONS AND WILL BE UPLOADING THEM TO YOU ******* ALONG WITH THIS RESPONSE SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!! I WAS TOLD BY THREE DIFFERENT PEOPLE THAT YOU WOULD NOT UNLOCK MY PHONE WITHOUT PAYING A FEE, A PHONE THAT I PAID OVER $250.00 FOR!! MAKING IT CLEAR TO ME, THAT YOU DIDN'T EVEN READ MY INITIAL COMPLAINT!! EVERYONE PLEASE READ THE INITIAL COMPLAINT, TRACFONE REFUSED TO RECTIFY, TELLING ME EACH AND EVERY TIME I MUST PAY A FEE TO UNLOCK MY PHONE!! PER ** *** UNLOCKING LAWS THEY ARE IN VIOLATION OF ** LAW BY REFUSING TO UNLOCK MY PHONE!! TODAY I HAVE FILED AN AFFIDAVIT WITH THE *** AND HAVE TURNED OVER ALL INFORMATION I HAVE IN THIS MATTER!! I WILL FIGHT THIS IN EVERY LEGAL WAY I CAN, AS TRACFONE REFUSES TO UNLOCK MY PHONE WITHOUT PAYING A FEE, IN VIOLATION OF US *** CTIA CONSUMER CODE FOR WIRELESS SERVICE!!
I WOULD ADVISE EVERYONE TO NEVER DO BUSINESS WITH TRACFONE WIRELESS!! THIS IS HOW YOU WILL BE TREATED SHOULD YOU EVER WISH TO LEAVE THEIR SERVICE FOR ANOTHER CARRIER!! THEY OUTRIGHT LIE, AS I CAN PROVE IN THE RECORDED CONVERSATIONS, AND THEY ARE IN VIOLATION OF US LAW AS THEY REFUSE TO UNLOCK PHONES WITHOUT A FEE!! IF I WOULD HAVE KNOWN THIS WAS HOW TRACPHONE DID BUSINESS, I WOULD HAVE NEVER SPENT OVER $250.00 FOR MY TRACFONE!! IT'S NO WONDER THEY HAVE A 1.0 RATING WITH THE BBB, WORST CUSTOMER SERVICE EVER!! DO NOT DO BUSINESS WITH THIS COMPANY!!

Sincerely,

*******************
Business Response
Date: 11/23/2022
Dear *******************,

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

Your unlocking request has been submitted to the appropriate department and waiting on a response.

We tried to reach you at ************ regarding this matter but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Customer Answer
Date: 11/28/2022

Complaint: 18327761

I am rejecting this response because:
ONCE AGAIN, YOU ARE OUTRIGHT LYING! NO ONE TRUED TO CONTACT ME AT MY ***** NUMBER OF ************! I DID HOWEVER JUST CALL YOU FOR THE FIFTH TIME AND WAS TOLD ONCE AGAIN THAT YOU WILL NOT UNLOCK MY ***** UNLESS I PAY A FEE!
I JUST GOT OFF THE ***** WITH SOMEONE AT THIS NUMBER:
'My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Total ********** Wireless to service your cellular needs.
For immediate assistance please dial **************'
SHE TOOK MY IMEI AND THEN TOLD ME HER SYSTEM WOULD NOT LET HER UNLOCK MY ***** WITHOUT PAYING A FEE BECAUSE I HAD TO PAY FOR A YEAR OF SERVICE! I PAID FOR A FULL YEAR OF SERVICE WHEN I BOUGHT MY *****! AND ONCE AGAIN YOU ARE IN VIOLATION OF US UNLOCKING LAWS BY REFUSING TO UNLOCK MY ***** WITHOUT PAYING A FEE!
SO ONCE AGAIN, I WILL COPY MY LAST RESPONSE BELOW:
YOU OUTRIGHT LIED TO THE BBB, SAYING I DIDN'T RESPOND TO YOUR CALLS?!?!??? I DID SO RESPOND TO YOUR CALLS, I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME AND GOT THE SAME RUNAROUND!!! I HAVE THE RECORDED CONVERSATIONS AND AM UPLOADING THEM TO ******* SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!!!

RE: "We made multiple attempts to contact ************** via phone at ************ and e-mail ********************* on 11/01/2022 and 11/02/2022 but we were unsuccessful, he has failed to respond to our calls."

THIS IS AN OUTRIGHT LIE!! I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME, THREE DIFFERENT TIMES, THREE DIFFERENT DAYS AND GOT THE EXACT SAME RUNAROUND!! I HAVE THE RECORDED CONVERSATIONS AND WILL BE UPLOADING THEM TO YOU ******* ALONG WITH THIS RESPONSE SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!! I WAS TOLD BY THREE DIFFERENT PEOPLE THAT YOU WOULD NOT UNLOCK MY ***** WITHOUT PAYING A FEE, A ***** THAT I PAID OVER $250.00 FOR!! MAKING IT CLEAR TO ME, THAT YOU DIDN'T EVEN READ MY INITIAL COMPLAINT!! EVERYONE PLEASE READ THE INITIAL COMPLAINT, TRACFONE REFUSED TO RECTIFY, TELLING ME EACH AND EVERY TIME I MUST PAY A FEE TO UNLOCK MY *****!! PER ** *** UNLOCKING LAWS THEY ARE IN VIOLATION OF ** LAW BY REFUSING TO UNLOCK MY *****!! TODAY I HAVE FILED AN AFFIDAVIT WITH THE *** AND HAVE TURNED OVER ALL INFORMATION I HAVE IN THIS MATTER!! I WILL FIGHT THIS IN EVERY LEGAL WAY I CAN, AS TRACFONE REFUSES TO UNLOCK MY ***** WITHOUT PAYING A FEE, IN VIOLATION OF US *** CTIA CONSUMER CODE FOR WIRELESS SERVICE!!

Sincerely,

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

This is in response your rebuttal 12/13/22 regarding your Better Business Bureau complaint.

Research indicates that your device was deactivated for 90 days which therefor there is a $6.00 unlocking free
We tried to reach you at ************ regarding this matter but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 12/19/2022

Complaint: 18327761

I am rejecting this response because:

ONCE AGAIN, AN OUTRIGHT LIE AND 100% GENERIC MESSAGE WITHOUT READING THE PROBLEM AT ALL!!! SO SINCE YOU WANT TO JUST COPY AND PASTE, ALLOW ME TO DO THE SAME!!!
I am rejecting this response because:
ONCE AGAIN, YOU ARE OUTRIGHT LYING! NO ONE TRUED TO CONTACT ME AT MY ***** NUMBER OF ************! I DID HOWEVER JUST CALL YOU FOR THE FIFTH TIME AND WAS TOLD ONCE AGAIN THAT YOU WILL NOT UNLOCK MY ***** UNLESS I PAY A FEE!
I JUST GOT OFF THE ***** WITH SOMEONE AT THIS NUMBER:
'My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Total ********** Wireless to service your cellular needs.
For immediate assistance please dial **************'
SHE TOOK MY IMEI AND THEN TOLD ME HER SYSTEM WOULD NOT LET HER UNLOCK MY ***** WITHOUT PAYING A FEE BECAUSE I HAD TO PAY FOR A YEAR OF SERVICE! I PAID FOR A FULL YEAR OF SERVICE WHEN I BOUGHT MY *****! AND ONCE AGAIN YOU ARE IN VIOLATION OF US UNLOCKING LAWS BY REFUSING TO UNLOCK MY ***** WITHOUT PAYING A FEE!
SO ONCE AGAIN, I WILL COPY MY LAST RESPONSE BELOW:
YOU OUTRIGHT LIED TO THE BBB, SAYING I DIDN'T RESPOND TO YOUR CALLS?!?!??? I DID SO RESPOND TO YOUR CALLS, I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME AND GOT THE SAME RUNAROUND!!! I HAVE THE RECORDED CONVERSATIONS AND AM UPLOADING THEM TO ******* SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!!!

RE: "We made multiple attempts to contact ************** via phone at ************ and e-mail ********************* on 11/01/2022 and 11/02/2022 but we were unsuccessful, he has failed to respond to our calls."

THIS IS AN OUTRIGHT LIE!! I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME, THREE DIFFERENT TIMES, THREE DIFFERENT DAYS AND GOT THE EXACT SAME RUNAROUND!! I HAVE THE RECORDED CONVERSATIONS AND WILL BE UPLOADING THEM TO YOU ******* ALONG WITH THIS RESPONSE SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!! I WAS TOLD BY THREE DIFFERENT PEOPLE THAT YOU WOULD NOT UNLOCK MY ***** WITHOUT PAYING A FEE, A ***** THAT I PAID OVER $250.00 FOR!! MAKING IT CLEAR TO ME, THAT YOU DIDN'T EVEN READ MY INITIAL COMPLAINT!! EVERYONE PLEASE READ THE INITIAL COMPLAINT, TRACFONE REFUSED TO RECTIFY, TELLING ME EACH AND EVERY TIME I MUST PAY A FEE TO UNLOCK MY *****!! PER ** *** UNLOCKING LAWS THEY ARE IN VIOLATION OF ** LAW BY REFUSING TO UNLOCK MY *****!! TODAY I HAVE FILED AN AFFIDAVIT WITH THE *** AND HAVE TURNED OVER ALL INFORMATION I HAVE IN THIS MATTER!! I WILL FIGHT THIS IN EVERY LEGAL WAY I CAN, AS TRACFONE REFUSES TO UNLOCK MY ***** WITHOUT PAYING A FEE, IN VIOLATION OF US *** CTIA CONSUMER CODE FOR WIRELESS SERVICE!!

Business Response
Date: 01/09/2023

Dear *******************,

This is in response your rebuttal 12/27/22 regarding your Better Business Bureau complaint.

Research indicates that your device was deactivated for 90 days which therefor there is a $6.00 unlocking free

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

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

[1/6 8:34 PM] ***************************
Ticket # ********** *******************, $6.00 unlocking fee
Customer Answer
Date: 01/10/2023

Complaint: 18327761

I am rejecting this response because:
ONCE AGAIN, I GET THE SAME GENERIC RESPONSE, SO ONCE AGAIN HERE IS MY REPLY:
YOU OUTRIGHT LIED TO THE BBB, SAYING I DIDN'T RESPOND TO YOUR CALLS?!?!??? I DID SO RESPOND TO YOUR CALLS, I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME AND GOT THE SAME RUNAROUND!!! I HAVE THE RECORDED CONVERSATIONS AND AM UPLOADING THEM TO ******* SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!!!

RE: "We made multiple attempts to contact ************** via phone at ************ and e-mail ********************* on 11/01/2022 and 11/02/2022 but we were unsuccessful, he has failed to respond to our calls."

THIS IS AN OUTRIGHT LIE!! I CALLED YOU BACK EVERY SINGLE TIME YOU CALLED ME, THREE DIFFERENT TIMES, THREE DIFFERENT DAYS AND GOT THE EXACT SAME RUNAROUND!! I HAVE THE RECORDED CONVERSATIONS AND WILL BE UPLOADING THEM TO YOU ******* ALONG WITH THIS RESPONSE SO THE ***** CAN SEE HOW YOU OUTRIGHT LIE!! I WAS TOLD BY THREE DIFFERENT PEOPLE THAT YOU WOULD NOT UNLOCK MY PHONE WITHOUT PAYING A FEE, A PHONE THAT I PAID OVER $250.00 FOR!! MAKING IT CLEAR TO ME, THAT YOU DIDN'T EVEN READ MY INITIAL COMPLAINT!! EVERYONE PLEASE READ THE INITIAL COMPLAINT, TRACFONE REFUSED TO RECTIFY, TELLING ME EACH AND EVERY TIME I MUST PAY A FEE TO UNLOCK MY PHONE!! PER ** *** UNLOCKING LAWS THEY ARE IN VIOLATION OF ** LAW BY REFUSING TO UNLOCK MY PHONE!! TODAY I HAVE FILED AN AFFIDAVIT WITH THE *** AND HAVE TURNED OVER ALL INFORMATION I HAVE IN THIS MATTER!! I WILL FIGHT THIS IN EVERY LEGAL WAY I CAN, AS TRACFONE REFUSES TO UNLOCK MY PHONE WITHOUT PAYING A FEE, IN VIOLATION OF US *** CTIA CONSUMER CODE FOR WIRELESS SERVICE!!

I WOULD ADVISE EVERYONE TO NEVER DO BUSINESS WITH TRACFONE WIRELESS!! THIS IS HOW YOU WILL BE TREATED SHOULD YOU EVER WISH TO LEAVE THEIR SERVICE FOR ANOTHER CARRIER!! THEY OUTRIGHT LIE, AS I CAN PROVE IN THE RECORDED CONVERSATIONS, AND THEY ARE IN VIOLATION OF US LAW AS THEY REFUSE TO UNLOCK PHONES WITHOUT A FEE!! IF I WOULD HAVE KNOWN THIS WAS HOW TRACPHONE DID BUSINESS, I WOULD HAVE NEVER SPENT OVER $250.00 FOR MY TRACFONE!! IT'S NO WONDER THEY HAVE A 1.0 RATING WITH THE BBB, WORST CUSTOMER SERVICE EVER!! DO NOT DO BUSINESS WITH THIS COMPANY!!

Sincerely,

*******************
Initial Complaint
Date:10/27/2022
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 old Tracfone phone broke and I got a new phone.I have tried twice to activate my new phone but after given my Tracfone PIN, my last four of my debt card and a couple contacts last 4. They still will not or cannot authenticate my account. They also claim they cannot send me an email. They had no problem though automatically taking over $100 out of my bank account in Jun.
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 10/27/2022, regarding BBB Case number ******** complaint.

Ms. *********** complaint states that she bought a new phone and wanted to transfer her phone number to activate the new device. However, she was not able to verify the accounts security.

We have reviewed her account and it is currently active and provisioned in our system. Upon investigation, she has spoken to one of our representatives and provided the *** or serial number of the new device. There was a ticket created to reset the phone status since in our end it shows that it is inactive. The ticket was created on 11/2/2022 in reference to ticket number 1265815737.

Upon review, the status of the new phone has been reset and ready for activation. With this, it is best if we could speak with ************************ to address the matter.

************************ was contacted multiple times via phone at ********** and via e-mail at ***************************** on 10/28/2022, 10/29/2022, 10/31/2022, 11/1/2022 and 11/8/2022. The attempts were unsuccessful. Hence, she responded to our e-mail on 11/1/2022 and stated that she does not have an alternate phone number that we can reach her.

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

Please refer to email reference number Ticket Number 1265565162.

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: 11/19/2022

Complaint: 18324032

I am rejecting this response because: my phone is still not activated. When I call my account cannot be verified. I was asked to resetup my account and was told it could take 36 hours to get a confirmation email. It is past this time and still no email. I have provided the few numbers I text or call and my account still cannot be verified.

Sincerely,

*********************************
Business Response
Date: 12/08/2022
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced.

************************************* many attempts have been made but unsuccessful in reaching you.

Ms. *********** complaint states that she bought a new phone and wanted to transfer her phone number to activate the new device. However, she was not able to verify the accounts security.

************************************* based on the information provided as per security purposes we will need to verify account information.

************************************* what is the best contact phone number and time where you can be reached to?

My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.

Thank you for choosing TracFone Wireless.


Sincerely,

*************************
Tracfone Wireless Inc.
BBB Specialist
Initial Complaint
Date:10/27/2022
Type:Order 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 August 10th I returned a tracphone to trac phone/straight talk because the phone was defective. **************** stated that once the phone was delivered to them that they would send me a replacement phone in 3-5 business days, it's been over two months and no replacement phone. I called them everyweek for two months. They received my defective phone and said I would get my phone in 3-2 business days. everytime I call them they tell me the same thing. I asked for my money back and they said there is an open ticket to send me a replacement phone and can't refund my money. Also said they tried to contact me (at my work) because they had a question, I told them they can't call me at work and I don't have a phone because they have my phone. I asked for a supervisor, spoke to them and they tell me the same thing. I'm at a loss, not sure what to do.
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 10/18/2022, regarding BBB Case number ******** complaint.
Your complaint states that you purchased a phone from our website but it was defective. A ticket was created to replace the phone. The defective device was return already but you did not receive the replacement device.
We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.
As per investigation, we found that your case was pending for delivery since the same device was not available.
We have successfully spoken with you on 10/31/2022 and we offered you a different phone model that we had on stock. Since you agreed to receive it, we updated the case with the new device.
We received your email from 11/2/2022 were you mentioned that your new device was received and was working properly.
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: 11/10/2022

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. It was unfortunate that I had to take these steps by contacting BBB to get a replacement phone. I understand that the same phone was not available, after 1 month I was offered another phone that was similar. It also did not ship out, continued to call and get the same answer "takes 3-5 business days". I am happy that after contacting BBB you shipped a phone to me within a few days. The phone is great and the customer service that helped set the phone up was very professional and helpful.

Sincerely,

*****************************
Initial Complaint
Date:10/26/2022
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.
3 days ago I set up a new ******* J2 phone and kept the phone number of an older tracfone. I copied my contact list only to the new phone. It carried over my minutes and text and data. I had **** minutes carry over and another **** minutes with the new phone. Tn my account this showed up on my sisters account who lives 60 miles away. I called Tracfone and explained it should have been on my account (new) not my sisters. The lady got my info, set up ny email address and security code and since then I have spent 3 days withy customer service and supervisors and was told they would add on **** minutes sincce my account shows them I have NO minutes. When I go to my acct it goes directly to my sisters account and my new phone doesn't show up at all now. The last SUPERVISOR who called back today said I had NO minutes and basically I was out of luck. She said when THEY took me off of my sisters acct and placed it on my acct all was lost. **** minutes and about **** text and data are lost because of their s**** up and no one will fix it.
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 October 27, 2022, regarding BBB Case
18319275 complaint.
**************** activated a ******* J2 phone with his existing phone number and service
plan. He had **** minutes on the old phone and another **** minutes to the new
phone. However, his My Account is showing that the account is under his sisters name.
One of the representative assisted in updating his account where his e-mail address
and security PIN were updated, but after the process he lost his remaining balance.
We spoke with **************** on October 28, 2022, 6:03 PM EST at **********. We
were able to confirm the activation plan added on his account. Meanwhile, we asked
assistance to confirm the remaining balance on his old phone that was not transferred.
As a result, we have successfully added **** minutes, texts and data to his account
since we were only authorized to add **** (from the old phone) and **** (new phone)
as per his approval as well. In addition to that, we have done a test call confirming that
account is well provisioned with its balance and is working properly fine.
Please refer to Ticket Number 1265531417.
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,

***************************
The lady who called me did an excellent job correcting this issue. She was awesome. ***************************
Initial Complaint
Date:10/26/2022
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 SERVICE CALLS FOR TRIPLE MINUTES/DATA TEXTS, TRACFONE HAS TRIED TO STOP GIVING THEM TO ME. I PURCHASED A MINUTES CARD IN JUNE '22 EACH TIME I MAKE A CALL A RECORDING COMES ON SAYING I HAVE TO SWITCH PHONES, I CAN DIAL 611! 9/14/22 I TOLD THEM TO SEND ME THE UPGRADE PHONE, I GOT A PHONE BUT WAS TOLD TO USE THE EARPHONES FROM 8 YEARS AGO! I COULDN'T REMEMBER THE PASSCODE , THE SECURITY QUESTION I WAS ASKED WAS "WHAT CREDIT/DEBIT CARD DID I USE ON MY LAST BILL. SINCE WHEN IS THIS A SECURITY QUESTION WHEN I PURCHASE MY MINUTES AT TARGET? WHEN TRACFONE CALLED BACK THEY *************** ON MY DAUGHTER WHO WAS MY ALTERNATE SOURCE FOR CALLS. I HAVE NOT HEARD FROM TRACFONE, 2023 WAS WHEN MY SERVICE EXPIRED UNLESS I ADD MINUTES. WHAT IS GOING ON HERE? I TOLD THIS WOMAN MY NAME WHICH SHE PROMPTLY GOT WRONG. I CAN'T USE EITHER PHONE MY ******************** CAN'T BE USED ON EITHER PHONE!! I NEED SOME HELP, PLEASE.
Business Response
Date: 11/02/2022
Dear MRS ************************* have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 26,2022, regarding BBB Case number ******** complaint.

************** complaint states that her triple minutes, texts and data was not transferred to her new phone, she wanted also a new headphone and requested to update her name in her account.

************** was contacted and send with emails multiple times via phone number ********** and email ****************** but we were unsuccessful, she has failed to respond to our calls and emails.

Per our records, ************** account is active and provisioned properly in the system. Balance information shows balance for minutes, texts and data.

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 1265520425.

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:10/26/2022
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 a customer of ********************** for almost 20 years. As such I have paid for all provided service as required by their terms and conditions. At the current time, following their roll-over provisions, I have paid for services through 8/9/2025 at my use level.In the last few weeks TracFone has made a unilateral change to how they charge and apply those services. These changes have a major negative impact on the way I can use my TracFone phone. While I understand that any vendor can change their systems and policies as they deem fit, I believe that those changes can only be applied moving forward.Since I have already paid for almost 3 years of additional service under the rules that existed when I paid, I believe that they must provide those services under the terms IN PLACE AT THE **** OF PURCHASE. To change the cost and application of the services before the end of the 3 years of already paid services, might legally be construed as a "theft of service" or perhaps a "bait and switch" fraud.I am not a lawyer. I have not and will not seek regulatory and/or legal advice if TracFone and I can resolve this issue between ourselves. At this time I have spent over 7 hours of my time trying to resolve this issue by using Chat and in phone calls with TracFone customer service. During those interactions I have been variously been told that there is 1) nothing they can do. Others have 2-7) provided wrong and contradictory information. Still others ****) have promised actions and solutions that have yet to be completed. I am still waiting for promised call backs. I have been told that there *****) are no supervisors available and at other times *****) been told that I am speaking to a supervisor and/or management. Each time I have referred to my previous conversations only to be told ****) no record.As a long time TracFone customer - now 78 years old and being treated for cancer, I continue to need my TracFone phone but refuse to be treated this way.
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 26, 2022, regarding BBB Case number ******** complaint.

Mr. ****** complaint states that TracFone Wireless made changes on how they charge their customers for phone minute.

We spoke with ************** on 11/3/2022, 4:24 PM EST at **********. As per our conversation, he was informed that as part of our policy a minute will be deducted even if he is connected to a Wi-Fi network when making a phone call to a cellphone or landline number. An alternate option was provided to use an application that can make call using Wi-Fi and reserve the use of regular phone minute when outside of a Wi-Fi zone.

Upon review, Mr. ****** account is currently active and provisioned within our service. Phone usage record indicate that the phone was used.

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 1265820529.

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: 18315979

I am rejecting this response because: Their "solution" does not recognize their financial responsibility to me for the post payment changes made to the TracFone terms of service. Specifically: Under the new ********** of ******** TracFone now debits my airtime account when I make WiFi phone calls. When I previously paid for my current service plan, air time minutes were not deducted for calls made using WiFi.
Under the TracFone roll over rules and with the reasonable expectation that these terms would continue to be honored, I currently have paid for service through August 8th, ****. But, with these unilateral ****************************** changes, my current service will run out in 2-3 months.
I recognize that any company has the right to change its terms and conditions with proper notice. But, in this case I feel that, since I have already paid for almost three years of additional service, those changes cannot be made until after the expiration of the purchased services. To do otherwise might be construed as a "theft of service" or "bait and switch" fraud under applicable current consumer protection laws in ***************** and in the **********************, my current residence.
When ******* purchased TracFone, they purchased not only the assets of TracFone (one of which was my custom as a 20 year TracFone customer), they also purchased ********************** Liabilities (one of which was the terms of service for the previously paid period-in my case through 8/9/****).
I have now spent over 8 hours in TracFone chat, calls on my home phone line, and calls on my TracFone line (they charge me for airtime on these calls). In every instance, every TracFone employee has agreed that there have been changes to the plan. But, they say that there is nothing they can do AND that there is no one to whom they can connect me. Promised call backs (7) have never come.
The only acceptable solution is one which allows me to use my TracFone as I did before the ******* purchase of TracFone until the end of the service period for which I have already paid. I believe that only such a solution meets the legal requirements of consumer protection and company purchase as delineated in current law. If as I have been told repeatedly, there is no one who can resolve this issue, perhaps the ******* purchase of
Tracfone needs tone modified and/or TracFone should no longer be allowed to do business under the laws of *****************.

Sincerely,

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

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

We have received your complaint. It has been sent to the appropriate department and is currently under investigation. You will be contacted with findings.

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
Customer Answer
Date: 12/06/2022

Better Business Bureau:

I accept this response as a projected course of action on my complaint. Please note that this is a process response and they have yet to contact me with a specific remedy. Therefore I have reviewed the response made by the business in reference to complaint ID ********, and still await their offer of a specific remedy. Once I have received their specific remedy, I will decide if it meets my requirements. Only at that point can I/will I declare that the matter has been resolved to my satisfaction or not resolved to my satisfaction.
I note that their first response was to agree that I had stated the issue correctly but that there was nothing that they could/would do to resolve my issue. During that conversation I offered a number of solutions which would cost them next to nothing and would meet my requirements. They agreed that my suggestions would meet their contractual responsibilities and that their current system could accommodate my request but again stated that there was nothing they could/would do. I asked to be connected to a supervisor and was told that none was available.
I am assuming that this projected contact as stated in their response will put me in contact with the requested supervisor who will be able to offer a reasonable solution.
Sincerely,

*************************
Customer Answer
Date: 12/06/2022

Complaint: 18315979

I accept this response as a projected course of action on my complaint. Please note that this is a process response and they have yet to contact me with a specific remedy. Therefore I have reviewed the response made by the business in reference to complaint ID ********, and still await their offer of a specific remedy. Once I have received their specific remedy, I will decide if it meets my requirements. Only at that point can I/will I declare that the matter has been resolved to my satisfaction or not resolved to my satisfaction.
I note that their first response was to agree that I had stated the issue correctly but that there was nothing that they could/would do to resolve my issue. During that conversation I offered a number of solutions which would cost them next to nothing and would meet my requirements. They agreed that my suggestions would meet their contractual responsibilities and that their current system could accommodate my request but again stated that there was nothing they could/would do. I asked to be connected to a supervisor and was told that none was available.
I am assuming that this projected contact as stated in their response will put me in contact with the requested supervisor who will be able to offer a reasonable solution.

Sincerely,

*************************
Business Response
Date: 12/22/2022
Dear *************************,

This is in response your rebuttal 12/19/22 regarding your Better Business Bureau complaint.

We tried to reach you at ************ regarding this matter but were unsuccessful.

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

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 01/12/2023

Complaint: 18315979

They have replied a number of times since the original complaint but their first responses were to acknowledge the disputed post payment changes in their terms and conditions but to say that there is nothing that they can do.

In their response dated 12/6/2022 they stated that We have received your complaint. It has been sent to the appropriate department and it is under investigation. You will be contacted with findings. This response was sent by:

***************************
Executive Resolution Specialist
Freda501107

I accepted this response as a projected course of action but reserved my final acceptance until after they contacted me with an acceptable solution.

On 12/19/2022 TracFone contacted me stating that they tried to reach you at ************ (the TracFone number in question)." My phone records and voicemail records show that this assertion is untrue.

I called the number listed for immediate assistance and provided the TracFone ticket number: 1265820529. After 1/2 hour on the phone, that TracFone representative indicated that she could not help me on that ticket number and that I would have to contact *************************** directly.

I immediately called *************************** at the number provided and left a message for her to call me at my home telephone number ************. Two weeks later I did it again. I still have not received a response to either of my phone calls.

Yesterday I noted that a pending award of ****** bonus points due me as a long time customer of ********************** is no longer pending. It has been removed without explanation. I view this action as an attempt by TracFone to punish me for my BBB complaint.

The following is my synopsis of the (complete lack of) progress on my BBB complaint:

1) No proposal for solution by TracFone since my original complaint was filed on October 26, 2022 - more than 2 1/2 months ago.

2) No proposal for a solution since December 5, 2022 when TracFone wrote that they would research the issue and get back to me.

3) Stated attempt at contact with me was NOT attempted as stated by TracFone in their BBB letter of December 22, 2022.

4) No response to either of my calls to resolve these issues with the designated TracFone representative: ***************************** (Freda501107).

5) Unjustified punitive action taken against me for my complaint by the removal of ****** bonus points on or about January 9, 2023.

In short it seems to me that TracFone is manipulating the BBB complaint process. They either present no solution or do not follow through on the process solution that they propose. This has now taken far too long and I dont believe that they intend to remedy the problem. In your complaint process, BBB states that some companies do not respond or do not respond in an acceptable way.

Sincerely,

*************************
Business Response
Date: 02/10/2023
Dear *************************,

This is in response your rebuttal 2/02/23 regarding your Better Business Bureau complaint.

************** was contacted on 2/10/23 He agreed to ****** points as a curtesy because he purchased a plan that end in 11/2035. Device IMEI # *************** is active.
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 **************

***** Spalding
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 ************** *****, ** 33178
Office : ***********************
********************************************
Freda501107
Ticket # **********
Initial Complaint
Date:10/25/2022
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.
On October 21 I purchased a $90 two line Unlimited phone plan from straighttalk..splitting the separate lines between my daughter and myself. Two days later I discovered the *** could save money if applied for . I applied and was approved for the discount. At this point things seemed fine but today my service suddenly ceased to function. After GREAT DIFFICULTY DIFFICULTY I found that my unlimited plan that I had bought had been erased and replaced with a $30 plan that had 0 data, 0 minutes, 0 text ! Ergo ; I have 0 service. After spending 3 hours ,being transferred 7 separate times and hung up on 3 different occasions I am being told that my purchase of $90 for two lines unlimited service amounted to 0( ZERO) service! Now I have been forced to purchase another unlimited plan to the tune of $66 and withdraw from the *** ! In essence I have paid $110 for a $66 plan because buying 2 $66 plans together offered a discount but signing up for a government progran to save money AUTOMATICALLY OVERRODE ANY PREVIOUS SERVICE CONTRACTS ! THIS IS INSANE ! Who could have imagined I have to pay for the same service TWICE because I qualified for a money saving government program that was implemented via a computer without my consent or even suspicion that such a thing was even possible ?
Business Response
Date: 10/31/2022
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 26, 2022 regarding BBB Case number ******** complaint.

Mr. *********** complaint states that he added a $90 two-line plan on 10/21/2022. After 2 days, he discovered the *** Program and enrolled on the Program. However, he was not happy with the service so he decided to cancel the *** Program and wants his plan back, but he was not able to since he was required to purchase a new plan.

We spoke with ************************ today, 10/29/2022 to the number **********. We told him that we already investigated the account and we saw that he added the $90 two-line plan on 10/21/2022 and did purchased a new plan on 10/25/2022 which is the $55 30-Day Ultimate Unlimited *** Data, Talk, Text and ILD to ****** & ******, plus 15GB ************* because he was not able to retrieve his minutes.

Per records, he was supposed to be given a replacement for the minutes instead purchasing a new plan. We provided him a resolution that we can provide him a refund for the plan he purchased, which is the $55 30-Day Ultimate Unlimited *** Data, Talk, Text and ILD to ****** & ******, Plus 15GB ************* However, ************************ requested that instead of a refund, he just wants to add the plan on his reserved so that it will automatically add for his next months service. So we created a ticket for a replacement for the minutes and added it to his reserved PINS. Refer to ticket number 1265581844.

If ************************ 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 1265525029.

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:10/25/2022
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.
On Sep 23, 2022 I placed an order#********* for an Apple iPhone 11 in Black with Tracfone Wireless, the order total is $354.76. On Sep 25, 2022 a *** label was created tracking#1ZY902R61314080358. I called *** approximately Five days later since I didnt see any updates when I tracked the order. They informed me they did not have the package. I have called Tracfone several times and two representatives informed me the phone was out of stock. I requested for my order to be cancelled and my debit card to be refunded but TracFone refuses to cancel the order and refund me. Ever time I call they say their systems are down and the can not help me. I am kindly asking the Better Business Bureau to help me in getting the order cancelled and the total amount of $354.76 be refunded to me in full. Thank you for your help, ***********************.
Business Response
Date: 11/07/2022
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 25, 2022, regarding BBB case # ********complaint.
Your complaint states that you have had issues to receive a phone that you purchased; and for this, you are requesting a cancellation and refund for the order.

After further investigation, we were able to verify that the order is in shipped status, but with an error for **** As per analysis, we cancelled the order and refunded for the total amount of $354.76. To further assist you, we will need to be in contact with you through a cal.

We have attempted to reach you multiple times via phone call to ************, and e-mail sent to ******************** on 10/28/2022, 10/30/2022, 10/31/2022, 11/02/2022 and 11/06/2022; however, we were unable to speak with you and you have failed to respond to our e-mails.

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

Please refer to e-mail reference with ********************** and Ticket Number 1265509906.

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

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 11/08/2022

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,

***********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

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