Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:09/26/2022

  Type:Sales and Advertising 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.

  A manager from Tracfone called me On Sept. 24, 2022 to let me know that my request to reactivate my cell phone with all of its prior accumulated prepaid minutes, could not be done. This was in response to my multiple requests over the last several days. I have had TracFone for several years. It is used for emergency calls only and thus had accumulated over **** prepaid minutes of service. Billing was set up automatically using a valid credit card. Tracfone terminated my service without advanced notice and without any reason and refused to reinstate service with its accumulated minutes.

  Business Response

  Date: 10/03/2022

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/26/2022, regarding BBB Case number ******** complaint.  
          
  Mr. ****** complaint states that he requested to his phone reactivated with the remaining **** minutes from the old phone however no one was able to help him.
  
  We spoke with ************** today, September 28, 2022, 2:41 PM EST at **********, we informed him that we cannot reactivate the phone with the **** minutes that he accumulated from his old phone, he needs to purchase a new service plan to have his phone reactivated. He does not want to do it and he mentioned that he will no longer deal with us and will file a complaint again to BBB.
  
  As per investigation, account showed a port in transaction with ticket number ********** and a port in credit of ******* voice units, ******* SMS units and ******* data units, therefore minutes from the old phone was successfully transferred to his phone.
  
  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 1263622456.
  
  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: 10/04/2022

   
  Complaint: 18128375
  
  I am rejecting this response because: Tracfone stated that my current smart phone had accumulated **** minutes before being terminated. They stated they will not give me credit for these **** minutes that had accumulated on the current smart phone and that I must initiate a new account with and pay additional for any minutes needed to operate plus connection fees. The transaction Trac phone mentioned as a "port in transaction # ********** to credit ******* minutes transferring it to my phone" is an old, over 2 years old, transaction where they required me to upgrade from my flip phone to a smart phone due to the old flip phone being not incompatible with their system. This transaction is NOT part of the current complaint. Why should I give up **** minutes of service that I previously paid for? And why should I pay for software re connection fees when they are the ones who terminated service on an account that was on auto pay with a valid credit card. They never sent me a bill or notified me of protentional termination of service for any reason.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2022

  Dear ***************************,
  
  This is in response to the   4, 2022, rebuttal to  Better Business Bureau complaint #  18128375.  
  

  Thank you for contacting us about the issues with the activation of a phone using accumulated minutes. We reactivate phones that have a future service date, based on the service added. If you have accumulated minutes, but no additional days; it will be necessary to add service to in order to activate the line. Minutes remaining on roll over plans may continue to roll over, if the phone is reactivated within 60 days of deactivation. Service from Smartphone plans do not roll over after deactivation. Please refer to the Tracfone Terms and Conditions, which are available in their entirety on the Tracfone Website.
  
  Please provide the phone number, and the reference number and the *** of the phone for further research to determine if the phone can be reactivated, at no charge. Please note, we were unable to locate an account in our Tracfone ***** Systems that is associate with the contact information provided in the complaint.
  
  For further assistance is needed, you can contact me directly, and agents available to assist with the complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********, For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern. 
   
  Thank you for choosing Total Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18128375
  
  I am rejecting this response because: I have had TracFone for several years. It is used for emergency calls only and thus had accumulated over **** prepaid minutes of service. Billing was set up automatically using a valid credit card. Tracfone terminated my service without advanced notice and without any reason and refused to reinstate service with its accumulated minutes. So, if their policy is to not renew if a phone that is inactive after 60 days then I believe it is their responsibility to have at least notified the customer prior to termination and lock out.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/26/2022

  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.

  On or about 9/16/2022 my cell phone was delivered to a residence that was not my own. Trac-fone admittedly put the wrong shipping address on my replacement phone. My address is **********************************************************. An employee of trac-fone admitted it was delivered to an address on ***************. in ************. After 2 weeks and 4 calls to talk to 4 different agents. The manager told me they will not replace the lost phone because it was delivered. They even wanted me to go to that address and ask for the phone. I told them I will not confront as stranger asking for a phone. At that point they pretty much said too bad. You have to buy another phone. This is horrible service and in my opinion they should have replaced the phone that they mistakenly sent to someone else. Please help

  Business Response

  Date: 10/03/2022

  Dear ***********************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/26/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were affected due to the ******* migration; in addition, the phone that was sent to you, it was delivered to the wrong address.
  We spoke with you on 09/28/2022 to the contact phone number ************ and we let you know that we sent a new cell phone with the confirmation number **********, and you were advised to wait 7 to 10 business days to receive it.
  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 1263623418.

  
  Based upon the foregoing, we will close this matter as a resolution provide.

  
  Thank you for choosing Tracfone Wireless. 

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18128210
  
  I am rejecting this response because: I had spoken to 2 different reps on 2 different days and each of them said they were sending a replacement. Both told me 3 business days. Now you say **** days. I will keep this complaint open until I receive the new phone. Once the phone is here and active I will gladly end the complaint. I also want to express my displeasure because I said part of the issue was due to a language barrier that some of the reps are hard to understand and I was told by a manager that I was a racist. That was so insulting to me. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/11/2022

  To follow up on my complaint, this is copy and paste from the response by tracfone.  We spoke with you on 09/28/2022 to the contact phone number ************ and we let you know that we sent a new cell phone with the confirmation number **********, and you were advised to wait 7 to 10 business days to receive it.  Well I received the phone on Friday Oct 7. The phone I received was a reconditioned flip phone with a 90 day warranty. Their response clearly states they are sending a new phone which is what I was supposed to receive had they not shipped the original to the wrong address. Tracfone feels that they have fulfilled their obligation, but the poor service and inaccurate shipping is disgusting. Please pass along my disdain for the terrible way that tracfone has handled this situation.

  Customer Answer

  Date: 10/12/2022

  Follow up to complaint id ******** it is now 840 pm . I have spent over 2 hours on the phone with tracfone because the remanufactured phone they sent (which was supposed to be new) does not work. Neither of the people I spoke with could get it to work. Worse yet they made me add minutes and charged my credit card over 23 dollars and the minutes did not appear on my original phone but they claim the minutes are there on the new phone, which they can't figure out how to make work. I would like them to send me a new phone and be sure that it works. thank you for your help.
  

  Business Response

  Date: 10/13/2022

  Dear ***********************************,
  
  
  This is in response your rebuttal 10/03/2022 regarding your Better Business Bureau complaint.
  
  
  According to research replacement device IMEI # *************** is activated and provisioned.
  Please indicate the minutes missing to add to the account.
  We attempted to reach you at ************ but was unsuccessful.
  
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For immediate assistance please dial **************
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  ************************************************** 33178
  Office : ***********************
  ********************************************
  Freda501107

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18128210
  
  I am rejecting this response because: It has now been another week gone by since tracfone agreed to send a call tag to pick up the replacement phone that does not work. They also were supposed to send another phone . As of today they have done neither and have not communicated with me. This ordeal started well before I first contacted you. I have now been going through this for about a month. They also charged my credit card for minutes that they put on the non working phone and they will not transfer them to my existing phone until the new one arrives. 
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 10/28/2022

  Just spent another hour on the phone trying to get tracfone to replace the defective phone they sent. This time they would not transfer me to corporate with out asking the same questions and trying the phone again just like they did for 3 and one half hours previously. I now have more than 4 hours on the phone with no results. They never sent a call tag for the defective phone and never sent a replacement for the defect. This began on Sept 16^th . I believe I brought you in on Sept 26, and now it is Oct 27 and still no phone. I am at **** end. If you have any luck with this absolutely horrible company . Please have them send the phone to me asap. *********************************** *************************************************************. The phone they are supposed to replace is ************.  I have also put a hold on my credit card for the minutes that they posted on the phone that doesnt work. Thank you

  Business Response

  Date: 11/08/2022

  Dear ***********************************,
  
  
  This is in response your rebuttal 10/28/2022 regarding your Better Business Bureau complaint.
  
  
  Research indicates that ticket # ********** has been created for a replacement device
  We attempted to reach you at ************ but was unsuccessful.
  
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For immediate assistance please dial **************
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  ************************************************** 33178
  Office : ***********************
  ********************************************
  Freda501107

  Customer Answer

  Date: 11/16/2022

   
  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.Finally after over 2 months, tracfone has sent me a phone that works. I currently have it up and running , so even though tracfone has been absolutely horrible to deal with I suppose we can close this action. Thank you for your help along the way
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/25/2022

  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.

  Tracfone representatives tell me that they can not cancel Tracfone service nor can they stop the monthly drawn for subscription from my credit card. The phone is lost as it was my mother's. She is deceased. Also the # for the track phone was ******** yet they have my iphone cell # listed. The service for the iPhone is from another carrier.

  Business Response

  Date: 09/27/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 25, 2022, regarding BBB Case number ******** complaint. 
  
  Ms. ********* complaint states that her credit card was billed for a TracFone service plan. However, she is not a TracFone customer.She requested to cancel her mothers account since it might be the device where the service was refilled to. Also, she complained why her phone number is listed on our service.
  
  We spoke with ******************** via phone at **************:37 PM EST on September 27, 2022. We have successfully authenticated the account and cancelled the automatic payment.
  
  Upon review, we found out that Ms. ********* phone number is listed on our service with TracFone Wireless. In addition, we confirmed that it is the device were her credit card was billed every month. On the other hand, her mothers account is no longer in service. Therefore, there is no need to cancel the account. 
  
  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 1263500029.
  
  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:09/25/2022

  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.

  See attached below

  Business Response

  Date: 09/28/2022

  Dear **************,  
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/25/2022, regarding BBB Case number ******** complaint.  
          
  Ms. *** stated to the complaint that she is having issue with the refund when she sends the phone that was not working after transferring data to the new device.
   
    We received a call from Ms. *** on 9/27/2022 and we educate her that we already received the device on 9/21/2022 with tracking number 1ZY902R60213643754. With this we have educated her that the refund will take place within 30 days.
   
   
  If Ms. *** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to email reference number kana ******* or Ticket Number 1263512170. 
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless 
   
                                                                                                                                                                        
  Sincerely 
  Executive Resolution Department 
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
   

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18125602
  
  I am rejecting this response because:
  
  Sincerely,As I stated yesterday that once I receive my refund via my **** credit card I can ONLY THEN accept resolution and be finished with this company.
  
  **************