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

3,433 total complaints in the last 3 years.
794 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:10/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday October 22, 2022, I called Tracfone Wireless to transfer my service plan from an old phone, which I was told I could not use because the phone number no longer existed, to my current phone which I use. On the old device I had **** Talk, ****** SMS, ***** GB Data with the Service End Date of October 2, ****. On my new device associated with the phone number, ************, I had 405 Talk, 370 SMS, and **** GB Data, with the Service End Date of November 30, 2022. I was given a Ticket number of ********** by hte Agent I spoke with and was told to call back if the Service plan from my old device did not transfer. I checked my information by typing in USAGE to ****** and looking at the Tracfone App. As of Saturday night at 9:58pm Mountain Standard time, I had received **** Talk, 370 SMS, **** GB Data, with a Service End Date of November 30, 2022, which had not changed. I attempted to call Tracfone using my home phone number on October 24, 2022. The first Agent stated the Ticket number was not valid, questioned my request, then hung up one me. I made three attempts to call back and my call was rejected when I waited for the next available Agent. I agreed to a call back, which was done, told by a third Agent to use a Transfer app. I did this and was told my current phone outdated and no longer in service, which is untrue. By my calculations, I should have a total of **** Talk, ****** SMS, ***** GB Data, and Service End Date of October 2, ****. I would like this resolved by simply applying any remaining service that is rightfully mine and transferred to the current phone I currently use.
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 October 25, 2022, regarding BBB Case number ******** complaint.

*********************************** complaint states that he has a Tracfone device and he transferred his service to his new phone. However, he was told that he can no longer use his phone number because it was expired. On his old phone he got **** talk, 35, 376 SMS and ***** GB of data with the service end date of October 2, ****. On his new phone he got 405 talk, 370 SMS and 1.9GB of data. He called customer service but he was told that the ticket he provided is not valid. With his calculation, he should have at least **** talk, ***** SMS and 21.15GB of data and service end date should be on October 2, ****.

*********************************** was contacted multiple times via phone ********** and e-mail **************************** on 10/26/22, 10/27/22, 10/28/22, 10/29/22 and 11/4/22, but we were unsuccessful and he has failed to respond to our calls. However, he responded to our e-mail on 10/30/22, with reference number *******. We tried to call him back but to no avail.

Upon review, his account is currently active but it was active for quite awhile. We checked the minutes, but its quite different to his claimed minutes. However, we found a ticket on his account in which he was given a replacement minutes on October 22, 2022, with reference number **********. He was given **** for talk and **** GB of data. With this, we will need to speak with ******************** for us to assist him accordingly.

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

Please refer to email reference number ******* or Ticket Number 1265380415.

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: 11/10/2022

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.

Sincerely,

*******************************
Initial Complaint
Date:10/24/2022
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 October 4th 2022 I paid $25 for a prepaid phone card from simple Mobile which is just another name for TracFone. The card is not usable. They're supposed to be something that you scratch off but it doesn't scratch off. All of the scratchable material has coagulated into a solid strip and it just came right off without being scratched and I can't scratch it off. I have contacted them I have sent them pictures of the proof of purchase and of the card as instructed and I took it back to rite aid where I bought it and the employees there agree that it's not usable but they won't refund it. So I'm stuck dealing with TracFone and they have not responded. And I have contacted them several times and I finally put the receipt and phone card on a flat scanner and scanned it in. I have heard nothing from them. As near as I can tell rite aid ripped me off of $25 and they're saying I have to go through a TracFone but TracFone they don't do anything.
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 24, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been having issues to activate a new card that you purchased, due not been able to scratch it off.

We have contacted you on 10/30/2022 to the phone number ************; and the resolution provided was to add the service from the card that you were not able to scratch off, as we were able to confirmed that it was redeemable.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1265390861.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Simple Mobile.

Customer Answer
Date: 10/31/2022

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:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a brand new cell phone through Tracfone wireless. It was an online purchase on their website as i have already had service with them for about two years before i made this purchase i just wanted to upgrade and get a new phone. on 8/18/2022 I made the purchase with my MasterCard Debit card for ******. I received the cell phone and called tracfone customer service number to activate the new ******** cell phone. The representative got everything to work on the phone except the internet. For whatever reason the internet would not work or connect. I was on the phone for 2 hours just trying to get the new phone and the internet to work. It would not work and after being transferred back and forth to technical support who couldn't even figure it out, I immediately let the representative know i would be returning the phone for a refund. She explained the return process to me and I returned the phone with all items on stickers and all items still in new condition and returned it in a purple box and returned it to *** with the return label that Tracfone mailed to me. There is horrible printing and it is very difficult to read the tracking number. I called to make sure the phone had been received and was told by 3 different representatives that Tracfone received my returned phone on Sept 14, 2022. I never got any confirmation or call from the company letting me know they got the return. and I never was told items were missing and I was never given any reason that i would NOT get my money back. Initially upon purchasing i was told the refund process takes 5-7 business days once the warehouse receives it. Than I was told it would 30 days after the 5-7 day window passed. The 30 days were up Oct 14th, 2022 and I cant get anyone from corporate to talk to me or return my call. I have all of my information and returned everything well within all time frames. My last few calls *** had reps. tell me that the order is gone in the system and cant be found. They are stealing.
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 24, 2022, regarding BBB Case number ******** complaint.

Ms. ******** complaint states that her phone is not working well and asking for a refund.

Upon review, theres no account pull up in the system, we used all available information provided but no success.

We attempted to contact ******************************* multiple times via phone number ********** and e-mails were sent to ***************** on 10/26/22, 10/28/22, 10/29/22, and 11/02/2022, but we were unsuccessful. She failed to respond to our calls and e-mails.

We spoke with ****************** today, November 7, 2022, 3:00 PM EST, and we ask her the number subject to the complaint. However, the line got disconnected. We performed a call back at 3:02 PM EST but with no success. Our call was routed to a voicemail box. Thus, we left a voicemail message.

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

Please refer to reference number Ticket Number 1265810884.

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

Sincerely,

Executive *********************
Customer Answer
Date: 11/08/2022

Complaint: 18304030

I am rejecting this response because: ************ is so unorganized because I already spoke to someone named **** who helped me more than anyone. He got my refund processed and it was refunded to me last week. Thank you BBB!

Sincerely,

*******************************
Initial Complaint
Date:10/23/2022
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.
We bought an iPhone from Tracfone on 5/7/22 for a total of $330.56, primarily because it was supposed to come with 6 months free of an unlimited talk/text/data plan. However, they never provided us with any data. I called them soon after we bought the phone, and they said we would need to buy the unlimited plan and they would reimburse us. They never did. Today I called and talked with *****. He would not reimburse me at all, and would not provide us with the six months of data. AND, he said "rules" prevented him from transferring me to a manager! Since this was a bait-and-switch, I would like Tracfone to reimburse us for the $330.56 cost of the phone.
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 23, 2022, regarding BBB Case number ******** complaint.

Mr. **** complaint states that he did not received the six months of free service as a promotion offered when he purchased the iPhone way back May 2022. He asks for a refund for the cost of the phone.

We spoke with Mr. *** on November 2, 2022, 6:28 PM EST at **********. Provided the information about the promotion then offer to provide free plan for 6 months but he has to call every month to add the free plan since account is enrolled in auto refill but he refuses the offer and stated that he will file another complain.

Upon review, phone is active and enrolled in automatic refill and the IPhone SE that he purchased was eligible for promotion (Customers who buy an iPhone SE w/service plan of $20, $25, $30 or $40 Service Plan and activate this device will receive 6 months FREE $25 Service Plan) since the promotion ends 5/29/2022 and the phone was activated before 6/30/2022. We checked the order number (********) and confirmed that it came with a service plan(TFUNL25INDVM).

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 1265333098.

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

Sincerely,

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

Complaint: 18302235

I am rejecting this response because it is ridiculous for Tracfone to expect me to call them every month, just before my monthly renewal posts, so that they can then "hold" the monthly charge. I am appalled that a legitimate American company would even offer this as an acceptable solution. I have been a loyal Tracfone customer for over ten years, and have spent so much time on this one problem... I need them to give me a one-time refund and be done with it.

Sincerely,

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

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

Research confirms that your plan has 2Gb of data.Unfortunately, the account is not eligible for a refund.
We have 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
Customer Answer
Date: 12/12/2022
Tracfone's 12/6 reply is not true... they did not unsuccessfully try to reach me at ************. In fact, I have documented over ten cases where I have reached out to them, and they were supposed to have a managerial person call me back, and nobody called back. I have no missed calls on my ***** number, nor any voice messages.

This whole thing with Tracfone has been a nightmare. Two or three times I have reached a manager who says yes, they will issue a refund, but they need to look into the "right way" to do so and will call me back. But then they don't call.
Customer Answer
Date: 12/13/2022
Also, I did try to call this past month for the "free plan", but they did not call back, and the monthly charge went through again! As I said, this has been a nightmare.
Business Response
Date: 12/16/2022
Dear ********************,

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

Research confirms that six months of service was successfully added to the account on file.
We have 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 N.W. ********************************
Office : ***********************
********************************************
Freda501107
1265333098
Customer Answer
Date: 12/26/2022

Complaint: 18302235

I am rejecting this response because Tracfone has not made a good-faith effort to resolve this issue. They call me, agree our account should be credited with a refund, and claim they just need to figure out the "correct" way to do it and will call me back. But they don't call me back. This has happened a few times.

Sincerely,

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

This is in response your rebuttal 12/27/2022 regarding your Better Business Bureau complaint.

Mr. *** was contacted on 1/06/23 he stated that he received the six months of service but did not receive a refund for the charges on his account. We will start the process of refunding the payments that was made.

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 N.W. ********************************
Office : ***********************
********************************************
Freda501107
1265333098
Customer Answer
Date: 01/11/2023

Complaint: 18302235

I do thank you for refunding most of the charges. My son looked at the refund amounts, and says that five (not six) months have been refunded to his credit card. Please refund the sixth month as well, which should be about $28.

Sincerely,

********************
Business Response
Date: 01/19/2023
Dear ********************,

This is in response your rebuttal 01/11/2023 regarding your Better Business Bureau complaint.

Research indicates that the refund process has started. We need to confirm the amount received and we will process the balance left.

We have tried to reach you at ************ on 1/19/23 regarding this matter but were unsuccessful.A voicemail was left with my contact information.

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 N.W. ********************************
Office : ***********************
********************************************
Freda501107
1265333098
Customer Answer
Date: 01/29/2023

Complaint: 18302235

Thank you for replying and starting the process. We will wait until your research is done and you have refunded everything in full before we close this complaint.

Sincerely,

********************
Business Response
Date: 02/03/2023
Dear ********************,

This is in response your rebuttal 01/29/2023 regarding your Better Business Bureau complaint.

Research indicates that two payments of $27.62 has been credited back to the card on file. Please confirm it was received so we can manually process refund of four months payments of $27.62 left

We have tried to reach you at ************ regarding this matter but were unsuccessful. A voicemail was left with my contact information.

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.
**** N.W. ********************************
Office : ***********************
********************************************
Freda501107
**********
Customer Answer
Date: 02/06/2023

Complaint: 18302235

Hi... yes, we did receive two refunds of $27.62. We will await refund of the remainder to hopefully finally resolve this issue. Thank you.

Sincerely,

********************
Business Response
Date: 03/10/2023
Dear ********************,

This is in response your rebuttal 01/29/2023 regarding your Better Business Bureau complaint.

We were able to process another two more credits of $27.62 with the credit card on file Merchant ID # *********************** and BP20230131569693683_CR0. We will be happy to provide two months of service.

We have tried to reach you at ************ regarding this matter but were unsuccessful. A voicemail was left with my contact information.

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.
**** N.W. ********************************
Office : ***********************
********************************************
Freda501107
**********
Customer Answer
Date: 03/18/2023

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:10/23/2022
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 have been a loyal and long- term customer of ********************** since ****** for over 15 years. I have been through 4 phones in that time and most recently had to activate a new phone on 03-03-2022 since my ** 3G phone network technology through ****** Systems for Mobiles (GSM) connected to **** towers for Tracfone service was being discontinued in early 2022. I had to purchase a new Tracfone compatible with Voice over Long term Evolution (VoLTE) and received notifications from Tracfone to verify of this change. I purchased a ** 4G LTE cell phone and checked with Tracfone prior to purchase to make sure it would have good service in my zip code. Thay checked and came back with an affirmative for this model phone and they also were selling it on their site but it was out of stock so I bought it from ******** I called an agent to activate on 03-03-2022 which was a long drawn out process and had to keep calling back and got disconnected many times and to find an agent that could not only deactivate from old phone and activate new phone as well as transfer my large accumulation of minutes and service time left I purchased over the many years and had not used. I currently have over **** minutes left and 253 service days. I renew about every ***** months.I had good service for 7 months until 10-04-22 when lost totally and spoke to 6 agents to get it restored. Since 10-12-22 I now again have poor signal bars (1-2) and decibels per millimeter (dBm) of *******). I have dropped calls and sporadic service. I determined that ******* provides the cell service under this ************* Multiple Access (CDMA) and that they purchased Tracfone in 2021. I guess it makes since to ******* to push Tracfone customers into their technology with CDMA instead of GSM and to use their infrastructure. They have exhausted the cell signal available and loyal customers like me are now getting poor service since October 2022. I drove only 3 blocks to ******* tower near my home and got 5 bars (65 dBm).
Business Response
Date: 11/01/2022
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 number ******** complaint.

****************** complaint states that he is unable to make and receive call, when he have a low signal bars.

We spoke with ****************** today, November 1, 2022, 09:14 AM EST at the contact number provided. His phone now is working, since yesterday October 31, 2022, he received a full signal bars. He is no longer experiencing drop calls. He is hopeful that it will stay this way, for him not filing a complaint again.

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 1265448996.

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: 11/02/2022

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:10/23/2022
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.
August 10, 2021, I agree to a 15 month, unlimited minute service plan for cell phone service with Tracfone with a service end date of November 4, 2022. Yesterday while I was speaking with my daughter in ******* my service was abruptly terminated in the middle of the call. When I attempted to call her back,, my call was directed to Tracfone because my "unlimited minutes" had expired. How can unlimited minutes expire when service is paid until Nov. 4th? I had made this contract agreement specifically with the end date in mind as my Social Security check arrives on the 3rd of each month. Further, a week ago, I had visited the Tracfone web site and accessed my account to schedule payment in November but there was no billing information available. What I agreed to was service with unlimited minutes ending on November 4th and I have been planning to make this payment on November 3rd 2022 for the past 15 months. I would like the service that I had agreed to, with end date and unlimited minutes until November 4th and a clear way to continue this plan for another year ending on November 4th 2023. I now have no service even though my service is paid until the agreed end date. I have an email I can forward showing the contract service end date.
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 23, 2022, regarding BBB Case number ******** complaint.

Mr. ********** complaint states that he agreed to a 15 month, unlimited minute service plan with TracFone with a service end date of November 04, 2022, while on the phone with his daughter in ******* his service was abruptly terminated in the middle of the call. When he attempted to call her back, his call was directed to TracFone because his unlimited minutes had expired.

Mr. ********* was contacted multiple times via phone number ************ and email ********************* on 10/25/2022, 10/26/2022, and 10/30/2022, but we were unsuccessful, he has failed to respond to our calls. We received an e-mail response from him on 10/26/2022, but we were still unable to reach him. We receive another e-mail response on 10/30/2022, stating that issue is resolve with KANA ID: *******.

Upon review, Mr. ********* shows no more minutes for call and confirmed the plan that he purchased, TF $199 Unlimited Talk and Text, 12GB of Data-365 *********************** Plans. We check that the service on the account was already replaced with reference ticket number ********** to correct his account.

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

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

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


Sincerely,

Executive Resolution Department

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