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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

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TracFone Wireless, Inc. has 17 locations, listed below.

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    Customer Complaints Summary

    • 3,438 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.

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    Complaint type

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Straighttalk hasn't provided me with a service I paid for. I port my number in my old provide said they released it 3 days ago and Straighttalk keeps given me the run around telling me they are having problems and can't do anything for me. They estimate maybe by day 7 I might have my phone one but can't greentree it will be active.

      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 21, 2022, regarding BBB Case number ******** complaint.  
              
      *************************************** complaint states that he ported his phone number over to our service which is Straight Talk. His old service provider said that they already released his phone number and Straight Talk keeps given him the run around time telling him that they having problems and cant do anything for him.
       
      We attempted to contact *********************************** multiple times via phone ********** and e-mail ******************* on 10/25/22, 10/26/22, 10/27/22, 10/28/22 and 10/31/22, but we were unsuccessful and he has failed to respond to our calls and e-mails.
       
      System shows that he ported his phone number on 09/23/22, but the phone didnt work. However, system is showing that the phone is already provisioned in our system. Phone is a VOLTE device and connected to the upgraded network under ******* tower. System records are showing daily usage indicating that phone is in 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 BBB ticket number 1264975327.
       
      Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
       
                                                                                                                                                                            
      Sincerely,
       
       
      Executive *********************

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

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