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

3,487 total complaints in the last 3 years.
816 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:04/29/2025
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'm writing to file a complaint against Tracfone regarding their phone unlocking service. On 04/29/2025 I called to request unlocking codes for my phone. I was told I'd receive an email with instructions within 3 business days.After waiting 3 days, I called again and was asked to wait more time. Despite explaining the initial 3-day timeframe, the representative hung up on me. When I called back, another agent told me to wait 3 business days from the request date. Frustrated, I expressed my concerns, and eventually, the agent provided the unlocking codes.However, one of the two codes didn't work. After further assistance, I was told to reset my phone, which didn't resolve the issue. Now, I'm requesting a new set of working ******** experience with them has been frustrating and unprofessional. I'm seeking assistance from the BBB to resolve this issue and obtain the correct unlocking codes.
Business Response
Date: 05/13/2025
Dear ****** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 29, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you requested to unlock your phone on 4/29/2025, and you were advised to wait 3 days;however, after 3 days, the phone has not been unlocked yet since one of the unlocking code did not work.

Please be advised that Straight Talk Wireless Unlocking Policy indicates that for cellphones Activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about our Unlocking Policy, you may also visit our website at *************************************;

We reviewed your account with phone number ending in 3788; it has been inactive since 4/26/2025 due to non-renewal of service. Nonetheless, the phone is already eligible for unlocking as it has already met the minimum required active days of service.

We spoke with you on May 1, 2025 via phone number ************, you mentioned that the phone still has not been unlocked yet. Therefore, we submitted an escalation to unlock your phone. We received a response on 5/6/2025, indicating that the device was remotely unlocked.We need to turn the device off and on, connect to WiFi and insert a non-branded SIM card.

We received a response from the upper management that your phone has been remotely unlocked. You will need to power cycle your phone, connect to Wi-Fi and insert a non-branded SIM.

We spoke with you again on May *******, via same phone number, and discussed the updates. You followed the unlocking instructions; however, you mentioned that it still has an error. With this, we agreed to resubmit the escalation and contact you for updates.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1319698826.

Based upon the foregoing, we will contact you for further updates. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 05/13/2025

Complaint: 23263448

I am rejecting this response because: the matter is still unsolved we are waiting now for new codes to unlock the phone, and if the codes work we will close the case

Sincerely,

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

Business Response
Date: 05/22/2025
Dear ****** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/13/2025, regarding BBB Case number ******** complaint.

Your complaint states that the issue regarding the unlocking of your phone, has not been resolved yet and you are still waiting for the new unlocking code.

We apologize for any inconvenience this may have caused you. The initial findings show that the device is supposed to be unlocked after following the steps to unlock the phone. However, since the device remained locked, we need to thoroughly review the case.

We spoke with you via phone number ************ on 5/20/2025, and discussed the matter with your unlocking request. We made a follow-up on the escalation we submitted, and the matter is being reviewed as of the moment. We will contact you once additional updates were provided.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 *********************
Initial Complaint
Date:04/29/2025
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.
On 8-1-24, I purchased a Straight Talk phone, 2-year warranty, and phone card. On November 25, 2024, My phone wouldn't let me make calls, couldn't hear others on the phone. I tried turning the phone off and waiting, then I turned the phone back on. Problem was still there. So, then I went to the ******** where I purchased the phone. I was told that due to the date being past 15 days, Wal-Mart wouldn't do anything and that I would have to call Straight Talk. Well I have tried to speak to their Representative for the past 4-months to no avail. On 2-1-25, I finally received an airbill to send the old device back to their warehouse and when they receive the old device they would send the new device in 3 to 5 business days. I called several times after that and sad to say, I received the same customer service the old run around again. As of 4-28-25, Still no replacement device. I have NEVER been through anything like this before. I would like a refund or a store credit to ********. I live on a fixed income and I don't have money to throw away. Thank You Ma'am or ****
Business Response
Date: 05/13/2025
Dear ****** ********:???

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 29, 2025, regarding BBB Case number ******** complaint.???

Your complaint states that you purchased a Straight Talk phone and it would not let you make calls. You sent it back to our warehouse, but did not receive the replacement device.

Upon review, you called due to service issue and your device was deemed defective. Thus, replacement device was processed on December 22, 2025, refer to ticket number **********. The defective device was delivered to us on February 10, 2025, with reference tracking number 1Z6980XX9072513503 via UPS courier. We have confirmed that the warehouse received the defective phone on March 25, 2025. However, there was a delay in sending the replacement phone since the original phone model ***** HMD Vibe was not in stock. We apologize for the inconvenience that this may have caused you.

We spoke with you on May 7, 2025,via phone number **************. We informed you of the aforementioned and offered a comparable phone, which you agreed. Thus, we created a new ticket to send you the replacement phone, with reference ticket number **********.

As per tracking number 1ZY870930200409241 via UPS courier, the replacement phone will be delivered on May 12, 2025.

We attempted to contact you on May 11, 2025, and was able to speak with you. We informed you of the delivery date,which you acknowledged, and you agreed to close the case. Moreover, we provided you with our hotline number, for us to assist you with the activation process.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.???

Please refer to email reference number ******* or 1319867699.???

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

Sincerely,

Executive Resolution Department??
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I activated a new Tracfone Phone Bundle by keeping my phone number on April 27, 2025. Before the activation, I had 7468 Talk, 9974 Text, 5.46GB Data. After the activation, my balance went to 1500 Talk, 1500 Text, 1.5GB Data. All my previous balances have disappeared.I had an online chat but the representative unable to verify it. Thus, I would have to file a request here.
Business Response
Date: 05/07/2025
Dear *** Hoe Ng:

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

Your complaint states that you did a phone upgrade while keeping your number and accumulated minutes. However, after the activation of the new device, only the new plan appears in your balance information.

Upon review, we confirmed that you switch your number and service over to a new device on 4/27/2025 with reference number **********. The record also shows that during the transfer you have the remaining balance of 7468 voice minutes, 9974 text units and 5.46 GB data.However, after completing the transfer and your new plan was added, the system failed to reflect your old, accumulated balance information. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured we are here to help. With that, an update to your accounts balance was made with reference number **********. You can check this updated information by texting the keyword BALANCE to ****** or via My Account.

We spoke with you on 4/30/2025 via phone number ************ and discuss your balance information. You confirmed to have seen the update and that no further assistance is needed.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319625420.

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: 05/08/2025

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,

Kam Hoe Ng
Customer Answer
Date: 06/27/2025
---see attached--
My balance is wiped out completely to zero again without a reason. On April 30, 2025, Tracfone representative restored my missing balance after I activated a new phone with this number. I was happy & completely satisfied with the solution. This number is my backup line & l always keep it offline & if I turn it on, it always connects to my own WiFi. On June 25, 2025, I turned on the phone so it can be unlocked remotely & it unlocked without issue. Today, June 26, 2025, I checked the balance on the Tracfone website & app & I cannot believe that all my balance has disappeared again to zero. Tracfone, if you read this, can you check whats happened to my balance & please restore them? Thank you!
Business Response
Date: 07/04/2025
Dear *** Hoe Ng:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your accounts balance information was wiped out again. You are requesting to reinvestigate what happened to the account,and restore the missing balance.

Upon review, the account shows active and well provisioned in the system. However,the balance appears to be zeroed out. Usage Records did not show significant service usage that may have consumed your available balance. An in-depth review shows that this was caused by a systemic error in your account. We apologize for any inconvenience this may have caused you, and we have already restored the correct amount of balance in your account.

We spoke with you on June 27, 2025 via phone number ************, and discussed the aforementioned. You confirmed that the balance has been restored, and that all services are working properly.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1319625420.

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: 07/09/2025

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,

Kam Hoe Ng
Initial Complaint
Date:04/28/2025
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.
They had my phone for 3 months before they sent me my replacement device. In that 3 months I still paid $35.51 a month for my phone. Even though I never used the minutes. I contacted the BBB which is when I finally got my replacement device. They refused dedicated me ***** 3 times for the months I paid for. All I'm asking is for the remaining amount they owe me. I was already given *****. They still owe me.48.72
Business Response
Date: 05/12/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/28/25, regarding BBB Case number ******** complaint.

Your complaint states that you did not have your phone with you and only received the replacement phone after three months; however, you still paid $35.51 a month for the service. You requested a refund for these charges; however, the amount being refunded for each month is only $17.93, and you are still waiting for the full refund amount.

In our review, your account has a total of three lines and was enrolled in the auto-refill with the $45 30-day unlimited plan. A phone replacement ticket was created on 12/4/2024, with reference number **********. Our records show that you transferred your phone number to another phone on 3/24/2025, since the replacement phone has not been delivered yet. The replacement phone was delivered on 4/17/2025, per *** tracking # 1Z85W81F0278476293, and you successfully transferred your phone number to the new phone.

Please note that in the Straight Talk Family plan, you will receive a $15 discount for the second line, and $30 discount for the third line. Transaction History shows that the refund request was created on 4/18/2025 for the payments made in December 2024, January 2025, and in February 2025, with reference number **********. The refunded amount is for the least amount paid for the three lines with the $30 discount, since it will be considered a 2- line account with a $15 discount when we process refund for a third line, regardless of which line received the discount.

We spoke with you via phone number ************ on May 1, 2025, and discussed the aforementioned. You requested the lacking refund amount since the line you requested for a refund only received $15 discount and you paid around $35; however, please note that one we process refund, the account will be considered to have two lines. Therefore, the $30 discount is not applicable. Nonetheless, you agreed to our offer of adding another 30-day unlimited plan to your account as courtesy. Therefore, a $45 30-day unlimited plan was added to your account, with reference number 1319715318.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 05/13/2025

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:04/27/2025
Type:Customer Service 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 phone and paid full price for the phone. Straight talk will not unlock the phone and they are keeping me locked into their service when I dont want their terrible service
Business Response
Date: 05/09/2025
Dear ******* ******:??

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 28, 2025, regarding BBB Case number ******** complaint.??

Your complaint states that you purchased a phone and paid full price. Straight Talk will not unlock the phone and keeping you locked into the service.

Please be advised that Straight Talk Wireless Unlocking Policy states that: ??

For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about the unlocking policy, customers may visit our website at ***********************.????

We reviewed your account with a phone number ending in 0108. The device was activated on March 26, 2025, by adding a $55 plan, which includes unlimited talk, text and data;including 30GB hotspot data for 30-day access. It was deactivated on April 25, 2025,due to non-renewal of service. Nonetheless, you were able to reactivate the device on April 29, 2025, and added a $65 plan, which includes unlimited talk, text and data; including hotspot data for 30-day access. Thus, the device must stay active until the service end date, to be eligible for free unlocking. With this, we need to speak with you to assist you accordingly.

We attempted to contact you via phone number ************** on April 30, 2025, and was able to speak with someone. However, the person stated that the contact number does not belong to you and requested not to be called again. Thus, we sent emails to (**************************)on 4/30/2025, 5/1/2025, 5/2/2025, 5/6/2025, and 5/9/2025. You have not responded to any of our emails sent and we are looking forward hearing from you.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.??

Please refer to email reference number ******* or 1319626985.??

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

Sincerely,

Executive Resolution Department?
Initial Complaint
Date:04/27/2025
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 was checking the balance on my phone in April and discovered that my phone had been deactivated. When I looked at my account to determine if the auto-payments had continued, I discovered that TracFone had charged me the $19.99 plus tax every month instead of the auto-payment plan I purchased in October 2024 ($19.99 every three months). Additionally, they deactivated my phone for unknown reasons five days after the unauthorized March payment. When I called the company to get the phone reactivated and to ask for a refund for the unauthorized payments, they stated they could only refund the March payment because the other charges were more than 30 days old. I am asking for a refund of $65.26 for the remaining 3 months of unauthorized purchases (November 2024, December 2024, and February 2025).
Business Response
Date: 05/07/2025
Dear *** **********:

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

Your complaint states that your account was deactivated and set up with an incorrect plan for its Auto Pay enrollment. Thus, you wanted your service reactivated and receive a refund amounting to $65.26 for the 3-month worth of Auto Pay charges.

Upon review, we found that your TracFone account with phone number ending in 5505 was enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. You were enrolled using the $19.99 airtime plan which costs you monthly about $21.74 including tax. The last payment processed was in March, but this was refunded in April with merchant reference ID ***********************. Meanwhile, the record shows that your service was deactivated due to non-renewal of service.

We spoke with you on 4/30/2025 via phone number ********** wherein you ask to be refunded for the charges taken in November 2024, December 2024 and February 2025 because an incorrect plan was set up for your Auto Pay. However, the plan was already used, and refund is no longer an option. With that, a compensation of 322 minutes was added to your phone. Reference number **********. To this date, your TracFone account shows to be active and usage report shows that service is being used.

If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1319575158.

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:04/27/2025
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 had bought a phone from StraightTalk on Feb 19th - Order number: 4611-21GI4TTA6T The phone was supposed to be unlocked after 60 days after activation - was activated on Feb 24th, so on April 26th Policy on Feb 19 2024 ********************************************************************************************** cellphones Activated with new service on the ******* network on or after November 23, 2021, at least sixty (60) days must have elapsed since the cellphone was activated. For any cellphones, notification of the phone's unlock eligibility will be sent via SMS along with a link to the website where the unlock process can be accessed.The phone hasn't been unlocked which is against the terms of the contract *************** is the **** of the device
Customer Answer
Date: 05/01/2025
This is the complaint I sent on their corporate email: **************************************************************************

Complaint against: Straight Talk Wireless

Date of purchase/activation: 02/24/2025
Phone model: Moto 5G 2024
IMEI number: ***************

Description of complaint:

I activated my Straight Talk phone on 02/24/2025 under their unlocking
policy that was in effect at that time. The policy at activation
required phone would be unlocked after 60 days of activation and not
paid service.

On April 1, 2025, Straight Talk changed their unlocking policy to
require 60 days of continuous active service for all phones. When I
contacted customer service on 04/30/2025, you refused to honor the
original policy that was in effect when I activated my device and
instead attempted to apply their new policy retroactively.

This retroactive application violates the legal requirement that
carriers must honor the unlocking policy that was in effect at the
time of activation. According to *** regulations, prepaid carriers
must abide by their publicly stated unlocking policies, and the FCC
has previously fined TracFone (Straight Talk's parent company) for
violations of device unlocking rules.

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

I am requesting that Straight Talk:
1. Honor their original unlocking policy that was in effect when I
activated my device
2. Immediately process my unlock request without requiring additional
service beyond what was stated in the original policy
3. Provide written confirmation when my device has been unlocked

I have documentation of my activation date and the policy that was in
effect at that time. This retroactive policy change ***** consumers
who purchased phones with the understanding that they would be able to
unlock them under specific conditions, which Straight Talk is now
refusing to honor.
Business Response
Date: 05/06/2025
Dear ***** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you bought a phone from Straight talk and it was supposed to be unlocked after 60 days of activation.However, the phone has not been unlocked which is against the terms of the contract.

Please be advised that Straight Talk Wireless Unlocking Policy states that:

For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about unlocking policy, customer may visit our website at ***********************.

Upon review, you purchased a phone on February 19, 2025, with serial number ending in 7750; refer to order number *********.The device was activated on February 24, 2025 and you added a $55 plan, which includes unlimited talk, text and data; including 30GB of hotspot data for 30-day access.On March 6, 2025, a phone upgrade happened where the service was transferred to another device; refer to ticket number **********. As a result the device has been inactive since then, which makes it not eligible for unlocking due to not meeting the required 60 paid service days.

We spoke with you on May 2, 2025 via phone number **************. We discussed the status of your purchased device and informed you with our unlocking policy.However, you were not satisfied and request for an email with the information above. Thus, an email was sent to *************************.

We received an email response from you on May 3, 2025, stating that the requirements for unlocking was changed on April 1, 2025. However, please be advised that the Unlocking Policy is subject to change at any time without advance notice.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1319579737.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/06/2025

Complaint: 23255519

I am rejecting this response because:

******************************************************************************************
For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.

You have clearly changed policy and didn't agree to the terms. I didn't ask for any upgrade of the service. I just transferred the sim card from the original device to a new device, I didn't deactivate anything, you are basically opening up new issues just to get away from unlocking the phone.
Here are people complaining about your policy
*************************************************************************************
*************************************************************************

Sincerely,

***** **********
Business Response
Date: 05/15/2025
Dear ***** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 06, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that we have changed the Unlocking Policy. In addition, you did not deactivate the device, but only switched the *** card to another phone.

Please note that the system may detect which phone is being used with an active *** card, and automatically updates the account to match the records with the system.

In addition, please be advised that Straight Talk Wireless Unlocking Policy indicates that for cellphones Activated with new service on the ******* network on or after November *******, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. Straight Talk Wireless may refuse any unlocking request that would result in an abuse of its Unlocking Policy or is part of an effort to defraud Straight Talk Wireless or its customers. This Unlocking Policy is subject to change at any time without advance notice. For more information about our Unlocking Policy, you may also visit our website at *************************************;

As per our previous response, the device has not yet met the required 60 days of paid and active service.Therefore, it is not eligible for unlocking.

We spoke with you on May 08, 2025 around 04:09 PM EST via phone number ************ and as per conversation, we informed you regarding the new unlocking policy. However, you do not agree with this update, and mentioned that you already stated you are not satisfied. We appreciate your feedback regarding this matter; however, we must adhere to the set terms of use.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 1319579737.

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

Sincerely,

Executive *********************
Initial Complaint
Date:04/26/2025
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.
I am writing to report an issue with the Tracfone Rewards Program. According to the program details, I should receive ***** bonus reward points for each individual referral I make. I referred two of my friends using my referral code FZLH-A75A. Their phone numbers are ************ and ************. Both of my friends have successfully received their referral bonuses; however, I have only received points for one referral instead of two. My phone number is ************. I kindly request that you review this matter and award the missing ***** reward points as per the program's terms.
Business Response
Date: 05/06/2025
Dear ******* ************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 26, 2025, regarding BBB case number ******** complaint.

Your complaint states that you referred two of your friends to get 5000 loyalty rewards points each but what you received was only good for one referral.

Upon review, your TracFone account is active and enrolled in the Loyalty Rewards Program. The record shows that on 4/24/2025, because you referred a friend, ***** rewards points were added to your account. Meanwhile, the numbers ending in 8243 and 3118 each received ***** rewards points on 42/24/2025, as a referred by a friend. We confirmed that due to a system issue, you only received ***** reward points. We apologize for any inconvenience we have caused with this issue. Thus, to conclude the connections of the lines involved, an escalation was submitted with reference number 1319497683.

We spoke with you on 4/28/2025 and 5/01/2025 via phone number ********** and discuss the status of your missing rewards points. On 4/30/2025, the missing ***** rewards points was added to the account, and you confirmed receipt of the rewards points. No further assistance needed.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 131-949-6909.

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: 05/06/2025

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:04/25/2025
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.
Bought a TRACPHONE and a TRACPHONE 1 year service plan and tried 6 (six) times calling TRACPHONE at ************ & held for TWO PLUS HOURS and then AGAIN for 1 hour and 20 minutes and STILL CAN'T activate my new TRACPHONE device OR ********************** NOR my TRACPHONE one year plan!I have repeatedly followed the instructions provided by TRACPHONE (power off and on device [ including removing battery] .NOTHING!HELP!!!
Business Response
Date: 05/05/2025
Dear ***** *****:

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

Your complaint states that you bought a device from ********************** and a year plan; however, you have not been able to activate your services.

Upon review, we found that your TracFone device has been activated with your one-year plan. However, the record shows that your SIM card has yet to complete the over the air programming in order for the service to take effect. With that, it would be best for us to speak with you.

We spoke with you on 4/27/2025 via phone number ********** and we troubleshoot your phone and SIM, but the issue still persists. To resolve it, we agreed to replace your SIM by sending you a new one with reference number **********. Per *** tracking number 1Z85W83R0162038461, the new SIM was delivered to your address on 4/30/2025. A follow-up call was made, and we assisted you in activating the new SIM, but we were unable to test the service since you do not have the phone at that time. Another callback was made on 5/03/2025, wherein you confirmed that the service finally works, but you have a concern about the device; the speaker does not work. We offer a replacement device or a refund, but you declined.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1316695920.

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: 05/14/2025

Complaint: 23248431

I am rejecting this response because:
I was incorrect in my initial statements about the amount of time I held on the telephone waiting for a TRACPHONE customer service agent to assist me with this issue, in that I had,at the time of the initiation of this BBB TRACPHONE complaint,help on the telephone for 2+ hours but ACTUALLY held on the phone waiting for TRACPHONE to answer was 18 + (EIGHTEEN PLUS HOURS!).Then the TRACPHONE shipped usna SIM card,which initially didn't work either, the the TRACPHONE phone itself turned out to be defective in that we could barely/faintly hear a caller and after ALL that, the BBB TRACPHONE "executive" respondent only wanted to credit us a lousy,skimpy 15 days credit( the actual time wasted/lost @ that point for our TRACPHONE service interruption)NOT EVEN including the fact that we would have to return and WAIT MORE while TRACPHONE diagnosed- assessing the defective TRACPHONE!
NO WAY!
Sincerely,

***** *****
Business Response
Date: 05/23/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/14/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you waited more than 18 hours on the phone to resolve the issue regarding your phone service. You are dissatisfied with the compensation you received, and that the phone has audio issue.

We apologize for any inconvenience this issue may have caused you. Please note that TracFone Wireless Terms and Conditions indicate that you agree to indemnify and hold harmless *******************and its parent, subsidiaries, affiliates, vendors, suppliers, and licensors and their former, current and future officers, directors, employees, insurers,contractors, successors and assigns (******* Value Indemnified Parties) from any and all liabilities, penalties, claims, causes of action, and demands brought by a third party (Claims) including the costs, expenses, and attorneys fees on account thereof (Costs) arising from your use of a Tracfone Product or Service or your breach of this Agreement, whether based in contract or tort (including strict liability) and regardless of the form of action.

We spoke with you via phone number ************ on 5/21/2025, and discussed the aforementioned. We determined that the phone needs to be replaced due to having audio issues; therefore, we created a ticket to send you a replacement phone,with reference ticket number **********.

The replacement phone will be shipped once our warehouse confirmed receipt of the defective phone. We have sent a return label to assist you with returning the defective phone for free. Shipment timeframe is 3-5 business days.

If you should still require assistance, you can contact ************** enter PIN 1900. 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 contact you once we received updates regarding the replacement phone status. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:04/24/2025
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 purchased a Blu Brand Phone and Tracfone plan from ******* in ************, ******** on 4/3/2025 for a participant of mine who was being released from incarceration on 4/6/2025. We activated the service and they started using it on 4/6/2025. It was a 30 day unlimited talk and text plan that we paid for. On 4/13/2025, the service stopped working for no reason. The participant could not communicate that to me without a phone, so I didn't know until 4/23/2025. I called Tracfone on 4/24/2025 about the issue and was told the service was back on and that it had been turned off due to an application on the account. The participant did not apply for any other phone plans or services, so that didn't make any sense. When asking them how we could get those 2 weeks back of service from them, they told me that was not possible. I don't know the legality of it, but the fact that we paid for the service of 30 days that only lasted 7 before stopping doesn't sound like fair practice. The plan is only $15, which normally isn't a lot of money, but for someone who has nothing, is disabled without their benefits active yet, and just out of incarceration, $15 is the difference between eating or not.
Business Response
Date: 05/05/2025
Dear ****** ***:

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

Your complaint states that you purchased and activated a service for a participant but seven days later it stopped working. You called to get assistance and were told that the service was off due to an application on the account, but service was back. You tried to ask for the unused days, got declined.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured we are here to help. We spoke with you on 4/30/2025 via phone number ********** and discuss your concern after providing the account information in question. Upon review, the TracFone account is active and well provisioned in the network. We do not see any outage report that may affect the service as well. Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. After multiple troubleshooting, we deemed that the phone is defective and offer to have it replaced. Reference number 1319633418.Please know that we can activate the replacement device with the old number and the unused service days. The record shows that the replacement phone will be delivered on 5/05/2025 with *** tracking number 1ZY870930200403096.

If you should still require assistance, you can contact ************** enter PIN ****. The 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 1319429209.

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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