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

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  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: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 
  

• 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.

  My TracFone account phone number ************ On 12/10/2025, a friend joined Tracfone as a new customer by activating new service, creating a new Tracfone account, and enrolling in the TracFone Rewards program using my referral code.Initially, TracFone Rewards points due to me were not earned.After a delay of over 3 weeks, ***** points were Earned on 01/02/2025.Earned points can be redeemed after Tracfone's so-called "cooling off period", which is 60 days after the referral points are ********* is now 4/24/2025, and the ***** points are not available for redemption.I have contacted Tracfone Customer Support, and they have refused to make my points available for redemption, nor have they been willing to explain the reason for not making the points available for ************* sum: TracFone CSRs were ineffective in resolving the issue, and refuse to honor the terms of their Rewards Program.Their team is fragmented, does not have visibility into my account, and refused to take effective action to resolve my issue.

  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 24, 2025 regarding BBB Case number ******** complaint.
  
  Your complaint states that you referred a friend to TracFone and should earn Rewards Points on 12/10/2025;however, the points delivery was delayed until 1/2/2025. In addition, the points were still not available for use.
  
  We reviewed your account with phone number ending in 5508; it is active and provisioned in our system. Our records show that points earned for the Refer-a-Friend program on 1/2/2025 were removed due to violation of Straight Talk Wireless Loyalty Rewards Points Terms and Conditions.
  
  We attempted to contact you via phone number ************ and emails were sent to ************************ on 4/28/2025, 5/01/2025, 5/02/2025, 5/03/2025 and 5/08/2025, to discuss the matter with your complaint. However, we were unable to reach you and has yet to receive your reply to our emails.
  
  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 1319498987.
  
  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: 05/11/2025

  In response to TracFone's response to this complaint:

  From TracFone:
    ... points earned for the Refer-a-Friend program on 1/2/2025 were removed due to violation of Straight Talk Wireless Loyalty Rewards Points Terms and Conditions.
  
  ...emails were sent to ************************ on 4/28/2025, 5/01/2025, 5/02/2025, 5/03/2025 and 5/08/2025, to discuss the matter with your complaint. However, we were unable to reach you and has yet to receive your reply to our emails.
  
  [RJF response - NOT TRUE. No emails received in either inbox nor Junk folder in response to my BB complaint . I *have* however received emails from the Better Business Bureau in response to my complaint # ********.

  Please also note that TracFone's response provided no evidence of violation of Straight Talk Wireless Loyalty Rewards Points Terms and Conditions.

  Please finally know that I am a TracFone, and not Straight Talk Wireless customer.

  In sum:
  ********************** is guilty of FRAUD in refusing to honor the terms of their Rewards Program.

  TracFone's response is unacceptable. ]

   

  ]

   

   

   

   

  Customer Answer

  Date: 05/12/2025

   
  Complaint: ********
  
  

  In response to TracFone's response to this complaint:

  From TracFone:
    ... points earned for the Refer-a-Friend program on 1/2/2025 were removed due to violation of Straight Talk Wireless Loyalty Rewards Points Terms and Conditions.
  
  ...emails were sent to ************************ on 4/28/2025, 5/01/2025, 5/02/2025, 5/03/2025 and 5/08/2025, to discuss the matter with your complaint. However, we were unable to reach you and has yet to receive your reply to our emails.
  
  [RJF response - NOT TRUE. No emails received in either inbox nor Junk folder in response to my BB complaint . I *have* however received emails from the Better Business Bureau in response to my complaint # ********.

  Please also note that TracFone's response provided no evidence of violation of Straight Talk Wireless Loyalty Rewards Points Terms and Conditions.

  Please finally know that I am a TracFone, and not Straight Talk Wireless customer.

  In sum:
  ********************** is guilty of FRAUD in refusing to honor the terms of their Rewards Program.

  TracFone's response is unacceptable. ]

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

  Business Response

  Date: 05/21/2025

  Dear ******* ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/12/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that there is no evidence provided regarding your Violation of the Loyalty Rewards Points Terms of Use. In addition, you did not receive the emails we have sent to you.
  
  In our previous response, we indicated that we have sent you emails to ************************ on those dates. We have confirmed that those emails were sent, with email reference numbers *******, *******, *******, *******, and 5493294.
  
  On the other hand, please note that TracFone Rewards Program Terms of Use indicated that Your online Rewards Account will be maintained and monitored by Tracfone to record your activity in the Program, including the amount of Points you have accumulated. Tracfone has the right to monitor all Rewards Account activity. If your Rewards Account shows signs of fraud, abuse, or suspicious activity, you may lose your Points and your Account may be suspended or terminated immediately.
  
  We spoke with you via phone number ************ on 5/19/2025, and attempted to authenticate the account to discuss this matter further. However, you requested to do our internal investigation and send you an email for the steps to follow after, and ended the call.
  
  The amount of points you obtained from the Loyalty Rewards Program were adjusted after an internal review of how the points were earned, which shows a violation of the terms and condition of the program. Should you dispute this decision, please contact ************** between 8:00 AM and 5:00 PM EST, Monday through Friday.
  
  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:04/23/2025

  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 activated my ************ 5G on Straight Talk on 2/14/25. On that date, their unlock policy stated that my phone would be automatically unlocked 60 days after activation.On 4/1/25, Straight Talk changed their unlock policy to require 60 days of paid active service. However, on the day (2/14/25) that I activated my phone service, their unlock policy did *not* require any number of days of paid service. It simply stated "60 days after activation", which I have already fulfilled.On 4/23/25, I spoke to a woman at Straight Talk. She agreed that the unlock policy was different at the time I activated my phone but refused to honor it. She said that the "higher **** issued this directive, and Straight Talk can "change its unlock policy at any time".Straight Talk is basically committing fraud and doing a "bait and switch". They had one policy in place on the date of purchase, changed the policy *after* the item was purchased, and expect items purchased *before* the policy change to follow the new policy. Essentially, Straight Talk can change its unlock policy continually and *never* unlock anyone's phones ever.

  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 04/24/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you activated a ************ 5G phone with Straight Talk on 2/14/2025, and should be unlocked after ************************************ the Unlocking Policy. However,your device is no longer eligible for unlocking after the policy was updated on 4/1/2025, which required your device to have at least 60 days of paid and active service.
  
  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 IMEI/Serial number ending in 6792; it was activated with a $55 30-day unlimited service plan on 2/14/2025, and got deactivated on 3/16/2025 due to non-renewal of service. Accordingly, the device does not meet the eligibility criteria to be unlocked due to not complying with the required (60) days of paid and active service, as stated in the Unlocking Policy.
  
  We attempted to contact you via phone number ************ and have sent an email to ****************** on 4/26/2025, to discuss the status of your account and unlocking request. We were unable to reach you via call; however, we received your email response on the same day, stating that you did not want to be contacted and be told that your phone is not eligible for unlocking. You requested your phone to be unlocked based on the Unlocking Policy at the time you activated your phone. We have sent our response on 4/27/2025, indicating that we must adhere to the updated Unlocking Policy; however, in your response, you stated that the current unlocking policy does not matter and did not agree with the updated unlocking policy. We have sent you further response on how you can unlock the phone;however, we have not received further responses from you.
  
  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 Ticket Number 1319345704.
  
  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: 05/07/2025

   
  Complaint: 23242891
  
  I am rejecting this response because:

  I was sent an email by Tracfone on 4/28/25 (see attachment) saying that I could activate a $10 plan in order to unlock my phone.  When I called the number in the email ***********************), they told me that I had to activate on a $35 plan.

  It was already unacceptable for them to refuse to honor the unlock policy that was in effect at the time I activated my phone.  Now they are not even honoring the email that they sent me.

  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 05/07/2025

  On 4/15/25, when I submitted an unlock request through their website (***********************************************), it said that my phone was "eligible for unlock" (see attachment).  However, they did *not* unlock my phone or respond to my unlock request.

  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 07, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you initially submitted your unlocking request on 4/15/2025, and it shows your phone is eligible for unlocking; however, it was not unlocked.
  
  As per our previous response, your phone with IMEI number ending in 6792 is not eligible for unlocking, as it has not met the minimum required days of paid active service. In addition, we could not find any request to unlock the phone in the account.
  
  We attempted to contact you via phone number ************ and have sent emails to ****************** on 5/9/2025,5/12/2025, 5/13/2025, 5/14/2025, and 5/15/2025, to discuss the status of your account and unlocking request. However, we were unable to reach you via call and have not yet received your reply to our emails. We need to speak with you directly to discuss this matter.
  
  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 1319345704.
  
  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: 05/16/2025

   
  Complaint: 23242891
  
  I am rejecting this response because:

  I don't need to talk to anyone at that phone number, so you can stop calling me.  I've already talked to one person there, and they did absolutely *nothing*.  The reason is that the only thing that talking to someone will accomplish is to have that person say that exact same thing over and over, saying that I need to purchase an additional month of service in order to unlock the phone, even though I've already determined that I don't want to use your service.  The whole point of prepaid service is that you can try the service, you're not stuck with them, and you can leave at any time.  It's not a postpaid plan, and there is no contract that requires you to stay.

  It's obvious that you don't want to resolve this and unlock the phone according to the unlock policy that was in effect at the time I purchased the phone and also according to the agreement that ******* made with the ****

  If you wanted to actually resolve this, then you would simply unlock the phone on your end without talking to me at all.

  You can close this BBB case on your end, but this does *not* mean that I agree with Straight Talk's failure to follow the unlock policy in place at the time I purchased the phone.  I just know that this BBB complaint is doing nothing at all, and the only solution will need to come directly from the FCC.

  ***** ***

• Initial Complaint

  Date:04/22/2025

  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 phone plan at about 15:00 on 03/23/2025. 30 day plan with a service end date of 04/22/2025. My service was cut off at about 23:01 on 04/21/2025. I feel like I was cheated on a service I paid for.Spoke with multiple people at straight talk and one at tracfone, all of which I told I was recording the call and all but one muted the call without warning, left me on hold and ultimately disconnected the call. I have proof of disconected service in screen shots and from the audio recording.I tried to ammendment this with the company before I contacted the BBB. They offered no answers, treated my issues with disdain and offered no option for an amicable solution.I'm sure I'm not the only one being cheated by a company with a business model, no...a necessity, that everyone has. Why do they need to cheat every out of of 75% of a day? Call it a day....that's 12 extra days in a year/customer. Y'all can do that math.

  Business Response

  Date: 05/02/2025

  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 phone service was cut off ahead of time.
  
  Straight Talk Wireless Service End Date Terms and Conditions states that to keep your Service active, you must purchase and redeem a Plan prior to your Service End Date. Your Service End Date is the last day of your Plan cycle and is determined by the date on which you activated your Service by redeeming a Plan with the day of activation being deemed day 1 of your monthly plan cycle. All Plans offered are on a monthly plan cycle where a month equals 30 days. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service.This may result in a partial day of service being deemed a full day of service provided.
  
  We spoke with you on April 24, 2025, via phone number ********** and discuss what happened to your phone service. Upon review, your phone service was deactivated on your Service End Date which was on 4/22/2025. Please know that we have aligned the end dates and suspension policies for all our customers to provide a more seamless experience. We will be suspending services on the morning of the due date (between 12:01AM - 5:00AM EST).
  
  To this date, your account shows active, and service is being used. If we may suggest, to avoid any interruption of your phone service,you can set up Auto Refill. 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.
  
  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 1319148585. 
  
  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:04/22/2025

  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.

  Referral Code: URPU-DDC5 Referral Date: 4/19/25 I referred my brother to the Tracfone Rewards program using my referral code URPU-DDC5. He successfully activated his new phone and joined the program on 4/19/25. His new number is ************. He promptly received his ***** referral bonus points the same day.However, I did not receive my ***** referral points as promised. Ive spoken to multiple Tracfone **************** agentssome incorrectly claimed I would get the points 60 days after the referral, while others said I should have received them immediately. The information has been inconsistent and confusing, and I still havent received the points Im ******* requesting Tracfone to honor the ***** referral points for referring my brother, as per the programs 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 *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you participated in TracFones refer a friend program, by referring your brother into using the TracFone service. However,you were unable to receive the points as a referrer, but the other party already has its rewards points.
  
  Upon review, we found that your TracFone account is active and enrolled in the Loyalty Rewards Program. We confirmed that the number ending 8325 received a ***** rewards points as a referred by a friend. However,your number ending in ***************************************************** regard to refer a friend. To resolve the matter, an escalation was filed for verification and to perform necessary update. Reference number 1318892515.
  
  We spoke with you on 5/06/2025 via phone number ********** and you were informed that your ***** rewards points were successfully added.Please know that currently, the Loyalty Rewards Refer a Friend program offers ***** rewards points and not the previous ***** rewards points. You acknowledge this. No further assistance required.
  
  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 1319283133. 
  
  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: 05/07/2025

   
  Complaint: 23238498
  
  I am rejecting this response because: Per the program at the time of the activation, I should be receiving ***** reward points.
  
  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 5/7/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you should be receiving ***** points, per program details at the time of activation.
  
  TracFone is no longer offering the promotional point you stated. This promotional point for refer-a-friend program, was offered in some months of the previous year. Refer-a-friend program now offers ***** points for both referral and the referee.
  
  We spoke with you via phone number ************ on 5/9/2025, and discussed the matter with your complaint. You mentioned that you should receive a total of ***** points as per program at that time.Therefore, we submitted an escalation to clarify this matter, and we confirmed that no other ongoing promotion for the refer-a-friend program is available at the time you referred your friend (brother).
  
  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 1319283133.
  
  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:04/22/2025

  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.

  Order #: 6060-2A32O11RTN Purchase Date: 4/11/25 I received a phone with a manufacturing defect: the backplate doesnt sit flush with the frame, causing a sharp edge that digs into my hand. I contacted Tracfone and spoke with ***** from the ***************** who created Ticket #********** and emailed a *** Exchange shipping notice. However, the email lacked a prepaid label or QR code. ***** advised me to take the email and phone to *** and provide a TRAC number, but *** couldnt process it without a valid labelmaking it a wasted trip.When I called back, two Tracfone managers said the system wasn't requesting the phone to be returned and that a replacement would be sent automatically. But by 4/18, with no update, I called again and spoke with **** (Ticket #**********), who said the earlier info was wrong and that a return was required. He created a manual Airbill and said Id receive a shipping ****** 4/22, still having received nothing, I spoke with another **** ***** who contradicted Johnsaying the phone did not need to be returned and that a replacement was pending, but backordered. She offered me a lower-tier replacement ************ 2024), which I declined since its not equivalent in value or ******** frustrated with the constant miscommunication and inconsistent information from Tracfones ***************** I just want a proper replacement or a clear path to return and refund the defective phone.

  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 ordered a new phone and what you received has a manufacturing defect. You are trying to return the defective device and get a replacement phone, but you are unable to receive a return label. You are requesting a replacement phone or get a refund.
  
  Upon review, on 4/16/2025, a warranty exchange phone ticket ********** was created to replace your phone. The phone was deemed defective due to having a back plate which does not fit with its frame and having a rough or sharp surface. However, due to the unavailability of the phone, we were unable to ship your replacement device in a timely manner. 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 4/25/2025 via phone number ********** and we made an update to the replacement ticket upon checking that the phone is finally available. As per *** tracking number 1ZY870930200402186 your replacement phone has been delivered on Monday 4/28/2025, and you had it activated with your original phone number. A follow-up call was made on 5/03/2025 and you confirmed to have the phone and that its service is working properly. No further assistance needed.
  
  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 1319286321. 
  
  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:04/21/2025

  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.

  On around 4-9-25 we purchased 2 iPhones online from TRACFONE. We received them on Friday 4- *****. Neither box contained any paperwork, instructions or receipts. Never even sent us any e-mails. It took numerous calls to iPhone over a period of almost a week trying to get the phones set up and working just to find out that the phones were defective. These phones were supposed to be new only to find out they had other people's e-mails in them. We called TRACFONE wanting to return them and get our money back. They first told us we couldn't return them. We told them that on the label that came on the box they came in says we have 30 days to return. They then preceded to tell us, in a snide way, that we can return them, but we may or may not get a refund. It was up to us if we wanted to take that chance. That just told us that we could send them back but never see a refund from them. We are now stuck with 2 phones that don't work. $524.41.

  Business Response

  Date: 05/01/2025

   

  Dear ******* *****:  
  
  We have received and reviewed your Better Business Bureau complaint.   
  
  This response is in reference to your correspondence dated April 21, 2025, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you purchased two iPhones from TracFone and received them on April 21, 2025. However, after spending a week attempting to set up and use the phones, you discovered they were defective. As a result, you contacted TracFone to return them and request a refund but did not receive clear or accurate information regarding the return process.  
  
  We have reviewed your order details, and we have confirmed that the order is still within our 30-day return window policy thus you should be eligible for a refund. As per TracFone Wireless Terms and Conditions,Products purchased from our websites have **************************************************************************************** a refund, and the return instructions that came with the phone must be followed that came with the phone and pay the shipping cost to send it back to us.  
  
  We spoke with you on April 27, 2025, by phone number **************. During our conversation, we agreed to provide you with a return label for you to return the defective phones. We advised you that it may take 24 to 48 hours to receive the requested information via email and we agreed to communicate with you further to ensure proper assistance will be given.  
  
  On April 29, 2025, you contacted our customer care support and informed us that you did not receive the return label thus you decided to ship the phone by yourself. You have provided us with the tracking number for your return, and it was shipped via *** with tracking numbers 1ZA148614262394685 & 1ZA148614262392212.  
  
  We sincerely apologize for the delay in the resolution and for the inconvenience we have caused. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.  
  
  Please be advised that your refund may take up to thirty (30) business days from the receipt of your return. Credit for returned phones will appear on your credit card statement between 1-2 billing cycles. Your credit for a returned phone will not include any shipping or delivery costs you were charged or incurred for purchasing or returning the phone.  
  
  If you still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  
  
  Please refer to Email Reference Number ******* Ticket Number 1319143003.   
  
  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:04/20/2025

  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 bought a phone with service back on Feb 6, 2025 for $52.02, and activated it on Feb 14, 2025. At that point in time, Straight Talk's unlocking policy stated that the phone will be "unlocked automatically sixty (60) days after activation" (see policy attached). However, on April 1 2025, they have changed the policy to require two months of active service as well, which I have learned from talking to a Straight Talk representative named ********* today. He refused to unlock the phone based on the new policy even though I bought and activated the phone when the old policy was in effect. This is unfair and will prevent me from using the phone with a different SIM card during my trip to ****** at the beginning of May.

  Business Response

  Date: 05/01/2025

  Dear **** *** Wan:
  
  
  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 are requesting to have your phone unlocked.
  
  Straight Talk Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking,provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with ******* Value service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  Upon review, we found that your Straight Talk account is deactivated due to non-renewal of service. The record shows that you only made one refill to the phone and it was during its initial activation. Thus, you have met the required 60 days of active and paid service.
  
  We spoke with you on 4/22/2025 via phone number ********** and discuss the established Unlocking Policy in which it determines that your phone is not yet eligible for free unlocking. We suggest you complete the required 60 days paid and active service, but you decline.
  
  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 1319008826. 
  
  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: 05/03/2025

   
  Complaint: 23228859
  
  I am rejecting this response because when I bought and activated the phone the agreement did not include the terms "60 days of paid active service." per the agreement that I have previously uploaded (also attached here.) This was subsequently added, and prevents me from using the phone using a different sim card on my upcoming trip on May 10.

  Adding money for another month of service at the time when I talked with Straight Talk still would not have allowed me to use the phone as originally planned. They basically went back on their word and left me with no way to use the phone on my trip.
  
  Sincerely,
  
  **** *** Wan

  Business Response

  Date: 05/13/2025

  Dear **** *** Wan:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 05, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the 60 days of paid active service requirement was not included when you activated your phone. This additional requirement was added later, and this is what prevented your phone from getting unlocked.
  
  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 received your call via phone number ************ on 5/7/2025, and discussed the updated unlocking policy.However, you disagreed with this policy, and ended the call saying there is nothing to discuss.
  
  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 1319008826.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing *************************************************************************************

  Customer Answer

  Date: 05/15/2025

  I just want to make it clear that the business did not address the issues within the complaint. They had no answer other than they can change the policy on the customer at any time, and they basically gives the customer no way to foresee whether he/she can use their phone abroad ahead of time. I am still unable to use the phone on my current trip, and have lost all trust in this business.

• Initial Complaint

  Date:04/18/2025

  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.

  After explaining problems with a cellphone, the customer service agent recommended that I return the cellphone for a different phone. They sent a prepaid postage slip and I returned the telephone thru **** After a week i called to find out about the replacement phone and the run-a-around they gave me was unbelievable. They insisted on the serial number and IMEI number for a phone which was no longer in my possession. Then they asked for the last 2 or 3 telephone numbers that were made from that phone. I gave them 2 numbers that I had and dialed and they asked for one more. The 3rd number was unacceptable and they said they had to transfer me to the warehouse. The same thing happened with the customer service **** asking me the same questions over and over again. They finally said We can't authenticate you so we cannot deliver a telephone.I finally told the agent that he was being unfair with those questions and all I wanted was a replacement phone or just send me back my own phone. He abruptly hung up the phone. Its been 1 month and it doesn't appear that they are going to send my phone back .They talk to you like you're a criminal. They are suspicious and have unlawful means of returning phones.

  Business Response

  Date: 05/01/2025

  Dear ******* *****-*****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/18/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you returned your phone as advised, to get a replacement phone due to having problems with the phone. However, you still have not received the replacement phone despite several times you contacted customer service, and you were informed that the replacement phone could not be shipped since you could not authenticate the account.
  
  ********************** only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged TracFone phone on 03/24/2025. We determined the device needed to be replaced due to the screen went blank. Reference Replacement Service Ticket No.1317104834. To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number 1Z6980XX9010049499 the same day. The shipping information was provided to you via email at ********************** Our warehouse records indicate that we received your damaged phone on 04/07/2025.
  
  Upon reviewing your account, our records indicate that the replacement phone requested is out of stock. We apologize for any inconvenience this update may have caused you,and we have updated Ticket No.1317104834 on 04/21/2025.
  
  We spoke with you on 04/21/2025 via phone number ************, and discussed the status of the replacement phone request. We agreed to call you back for updates.
  
  Per *** tracking number 1Z7X28F00256629142, we have confirmed that the replacement device was delivered on 04/24/2025 at ************, **. Our records indicate that the new phone is active with your phone number ending in 9317 and that the service plan is linked with the replacement phone.
  
  We spoke with you on 04/30/2025 via phone number ************ and ************, and you confirmed receipt of the replacement phone. However, you mentioned that the phone has no signal. We needed to perform troubleshooting steps to resolve the issue; however, you mentioned that you are not available at the moment. With this, we have sent you an email to ******************************,and requested for the number and best time to contact you to assist with your concern; however, we have not yet received your reply to our email. We need to speak with you directly to discuss this matter.
  
  If you should 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 Ticket Number 1319007172.
  
  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:04/18/2025

  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.

  Incorrect carryover data balance.On April 15 2025, I had a total of 67GB of unused carryover data. When I entered a new card on April 16 2025 it reset back to 4GB of data. I get a new card every month and every card is 'unlimited carryover'. Unused carryover data is supposed to carry over for an additional 30 days.This is the second time I've had to deal with this issue with TracFone.

  Customer Answer

  Date: 04/18/2025

  This is the second time TracFone has lost all of my accumulated carryover data when I renewed hence a second complaint was filed with BBB.  I get those cards each and every month and they all say 'unlimited carryover data' and the app says ********* for unlimited Talk and Text plan will carryover for additional 30 days'.    67GB of unused carryover data that was paid for is now gone.   The Better Business Bureau was very helpful the first time this happened and the missing carryover data was replaced, now the BBB is telling me 'duplicate complaint' when TracFone just lost it again. 

  Customer Answer

  Date: 04/19/2025

  My latest attempt at resolving this with their chat assistant resulted in nonsensical answers.

  Customer Answer

  Date: 04/19/2025

  Different answers. All of which were incorrect.

  Business Response

  Date: 05/02/2025

  Dear ***** ******* Jr:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 21, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you had a total of 67GB of unused data on April 15, 2025; however, when you added a new service plan on April 16, 2025, the said unused carryover data was gone, and your data balance was reset back to 4 GB.
  
  We reviewed your TracFone account and found out that it is active and provisioned in our system. Transaction History shows that you have been purchasing the $20 30-day unlimited plan with 4 GB of carryover data. In addition, our records show that you also filed a complaint thru the *** and we are slowly adding the missing data to your account. Due to system limitations and account security, we can only add ****** MB of data per day to your account. We apologize for any inconvenience this may have caused you.
  
  We spoke with you on 4/24/2025 and 4/25/2025, via phone number ************, and discussed the aforementioned. As per our conversation, you confirmed that you received the ****** MB of data that was added to your account. We agreed to add the remaining data in the following days, and call you back to confirm.
  
  As of 5/1/2025, we completely added all the missing data in your account, with reference ticket numbers *********************, **********, **********, and **********. We spoke with you via phone number ************ on 5/1/2025; we discussed the aforementioned updates and confirmed that the lost data balance were successfully added back to your account.
  
  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 1319021431.
  
  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: 05/05/2025

   
  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,
  
  ***** ******* **

  Customer Answer

  Date: 05/19/2025

  ---see attached--

  I hate to sound like a broken record, but tracfone messed up the accounts AGAIN!  This is ridiculous.  I realize I just filed a complaint recently and it was resolved.  This isn't a duplicate complaint. 
  

  The screengrab on the left was taken this morning at 6:10AM, Friday 16, and the screengrab on the right was taken at 2:29PM, Friday 16.  The 'current' UNL plan was supposed to expire today, and yet now the 'other' plan is now gone.
  
  

  
  
  

  Customer Answer

  Date: 05/19/2025

  Hello. Please disregard my previous email. Everything is as it should be and all issues are resolved.  
  Thank you for your assistance in this matter.