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:04/18/2025
Type:Billing 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.
In Feburary I received ******* Bill for a ******** ******* for $353.57 account #**********. THIS BILL WAS RECEIVED AT MY ADDRESS! I contacted ******* and they said they would take care of it immediately. The next month I received another bill for $584.05. I called ******* again and they said it would be corrected. I provided the phone numbers connected to the account, account number again and was assured it would be solved. I continued to get bills and notices of disconnect and date of disconnect. Today I received a bill for ******** ******* AT MY ADDRESS for $3,702.57. I have already spent hours on the phone with ******* with no results. I am filing this complaint to get resolution.I do not want a delinquent bill to be connected to my address. I am afraid it will affect my credit score.
Business Response
Date: 04/30/2025
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 are getting a billing statement for someone named ******** ******* and you already tried calling ******* to have this corrected but without avail. You do not want your address information connected to this person and affects your credit score. Thus, you need this to stop and resolve.

We attempted to locate your account by utilizing our tools using your name, address, number and email address available in the complaint.However, we are unable to locate your account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on 4/22/2025 via phone number ************ wherein you stated that your concern is towards ******* Wireless and not with TracFone Wireless or its affiliated brands. Thus, you agreed that we closed the case. If we may suggest, you can contact ******* directly to receive prompt assistance regarding the matter.

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 1318888093.

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:04/17/2025
Type:Delivery 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.
The business, Straighttalk wireless, is refusing to update my shipping address to my new address of ********************************************, so that I may receive products such as phones.
Business Response
Date: 04/30/2025
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 Straight Talk Wireless refused to update your shipping address to your new address.

We reviewed the order you placed on 4/10/2025 towards a ******* Galaxy A16 5G phone and a $55 unlimited plan for a promotional amount of $26.97. The order was shipped on 4/11/2025 and delivered on 4/14/2025, to ***********, **, per reference *** tracking number 1ZY902R60238594850.

Please be advised that as per policy,once an order has been placed, the shipping address could not be changed.

We spoke with you via phone number ************ on 4/25/2025, and discussed the status of your order. You mentioned that you could not pick up the package in the old address where it was delivered. As courtesy, we submitted an escalation to process the refund for your order, with reference number **********. On the other hand, the device is locked for activation and could not be used to activate in any network.

As of 4/28/2025, the refund request has been processed. Credit posts usually occur within 3-5 business days;however, it may take up to 30 days, depending on your financial institution.

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 1318820912.

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:04/17/2025
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 signed up for auto refill for my TracFone. The price $15 per month with $5 off for auto refill. I authorized $11.22 to be charged to my credit card. I was charged $16.83 and was NOT enrolled in auto refill. I was told by company to wait until my next service date and try to enroll then. They said I was charged full price because the auto refill did not go through. I was offered the solution of re enrolling and being charged full price again to see if the auto refill would work. I told them this was not acceptable. They offered no other solutions. So I was over charged on my credit card and did not receive the service I was signing up for. Coincidentally, a web search revealed that this is a common problem with TracFone due to a "glitch".
Business Response
Date: 04/30/2025
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 signed up for Auto Refill with TracFone Wireless in the amount of $11.22. However, you were recently charged the amount of $16.83; the Auto Refill discount was not applied.

Upon review, we found that the phone number ending in 1510 is active. However, the account is not set up for Auto Refill. With Auto Refill,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.

The record shows that the account was activated last March via web using the $30 unlimited talk, text with 10GB data for 30 days of service airtime plan and got deactivated on 4/08/2025 due to non-renewal of service. It was then reconnected on 4/17/2025 by purchasing a $15 unlimited talk, text with 1GB data for 30 days of service airtime plan which you paid in full price, $16.83. In addition, we found no attempt to enroll the account in Auto Refill before 4/18/2025, but this was not completed.

Moreover, we found no double charge transaction using the card on file in your account. However, we noticed that the airtime plan you purchased to reactivate your service on 4/17/2025 was refunded when it should not be. Anyhow, we will keep the service as it is as a one-time courtesy.

We have attempted to contact you on these dates; 04/18/2025,04/19/2025, 04/20/2025, 04/23/2025 and 04/30/2025 via phone numbers ************ and ************. However, we were unable to reach you. With this,we sent you email messages via **************** but received no responses.

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 1318843642.

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: 05/01/2025

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:04/17/2025
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.
On December 2nd, 2024, I have purchased a ******* Galaxy S23-Phantom Black phone. The total amount paid was $567.23. I did pay in 4 installments with my Discover Credit Card being $141.80 each payment. The order # is: 3003-ST15TT2AST. As a customer, I was not satisfied with the phone and wanted to return it. I reached to StraightTalks chat service about how the refund policy worked. The customer service representative said that I was able to get a refund as long as I return the phone and accessories within 30 days of receipt of the original order date. I returned the phone back on 12/11/24. The tracking # is: 9500 1117 6996 4346 3492 61. Weeks went by and there is no refund. I have made multiple calls telling them the same thing and all I get is that the phone is in the warehouse but it just hasnt been opened. That they will email their superior about the problem and I will get my refund within 5-7 business days. My last call was on March 17th, they told me that they will make a ticket for the refund. Ticket # is: **********. Nothing has been done about it. Times are tough and I am stuck in a financial situation. After so many calls, I had enough of hearing the same thing. If theres anything to be done about this, I will appreciate all the help. Thank you.
Business Response
Date: 04/29/2025
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 a phone on December 2, 2024, a ******* Galaxy S23-Phantom Black phone. However, you were not satisfied with the phone and returned it for a refund. The phone was returned but you have yet to receive your refund amounting to $567.23.

Upon review, we found that your order was placed on 12/02/2024 per order number 3003-ST15TT2AST. On 12/31/2024 we confirmed receipt of your package with a **** return tracking number **********************. However, the record shows that no refund has been issued yet. We apologize for any inconvenience you may have experienced, and rest assured we are here to help.

We spoke with you on 04/20/2025 via phone number ************ and discussed your refund request. We had to file an escalation to expedite your refund. Reference number **********. On 4/24/2025, the refund was approved and processed amounting to $567.23. Refund Confirmation ID 6W602238TH829621J. Please know that this credit posting usually occurs within 3-5 business days after processing; however, it may take up to 30 days for you to see it reflected on your account, depending on your financial institution. You can contact your financial institution for the verification of this credit posting. A follow-up call was made on 4/28/2025 and aforementioned information was given.

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 1318937342.

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:04/17/2025
Type:Customer Service 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 did not receive the phone, *** will not let me file a claim as they are dealing directly with Tracfone but Tracfone will not refund my money unless I file a claim. I want a refund of my money to my charge card.
Customer Answer
Date: 04/18/2025
They refunded my money yesterday after I told them I turned them into the BBB. Thank you!
Initial Complaint
Date:04/17/2025
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 attempted to hook up an old ******* phone (IMEI # ******************) on 3-18-2025 but they were unsuccessful at hooking it up. So I got a new Blu View 5 (IMEI # **** 9768 3320 786) and attempted to hook it up on 4-16-2025 but it wouldn't hook up either because it had not been scanned out of the store properly. Both attempts resulted in a service charge before it was known that the phones were unable to be hooked up. $16.73 on 3-18-2025 and $21.76 on 4-16-2025 and neither charge can be refunded according to TracFone.
Business Response
Date: 04/30/2025
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 attempted to activate two of your phones but without success. However, you were already charged twice for its airtime plan. Thus, you are requesting a refund amounting to $38.49.

Upon review, we found that the Blu View 5 with the **** number ending in 0786 is currently in inactive status. The record shows that the phone was scanned multiple times and the last record reflects a return.With that, the system will not allow any activation of the phone. Meanwhile,the phone with the **** number ending in ********************************* the network. With this phone, we saw two payments made, a $15 and a $20 airtime plan which was charged in March and April. Upon checking the usage report of the phone, we found none; making you eligible for a refund.

We spoke with you on 4/25/2025 and 4/29/2025 via phone number ************ and discuss your refund request;wherein an escalation was filed for its approval. A positive response was received that day and a refund was processed which cost $16.73 for the $15 airtime plan and $21.76 for the $20 airtime plan. Please know that this credit posting will usually occur within 3-5 business days after processing. You may also contact your banking institution to verify this credit posting. A follow-up call was made on 4/29/2025 providing you with the details of the refund.

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 1318883018.

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: 05/15/2025

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:04/16/2025
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 January 29 I had my son ***** call Trac Phone for me because of an issue. They determined it to be a problem with the phone and we were told since I was due for a new phone they would send me one to replace it and would get me set up on the new phone in 3-5 days. We called 1 week later because of no phone and were informed we had to send the phone first, but could not tell how to back up the phone but we could look on ******* to figure it out. A few days later we were told to download an app onto my sons phone to back it up to his computer, it did not work that way and my son had to take more time to back it up. We sent the phone on February 10 after bad communication from them and they received the phone on the 12th. Weve called multiple times since then trying to get the phone that I am still paying for. On 2/22 we were told they didnt have the same model number but said they would send a compatible phone, she checked with the warehouse to verify they had a ******* S506DL that would be sent and we would have it in 3-5 days. Since then weve been given many excuses and times that I would have my phone. Weve been told warehouse glitch, didnt have the same model, but cant tell me why Im not getting a compatible phone and have been given dates I would have the opine but still dont. On 4/12 I was told we would have the phone by 4/16, today, and that she would call my son to verify I got it. He told her this was the second time he was told that and had little faith. Today, April 16 I still have no phone and my son was not called. We called them again, now almost 12 weeks, spent 46 minutes on the phone with them (about average time spent, its been over 1 hour 2 different times) and am now told it will be April 20.
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 04/17/2025, regarding BBB Case number ******** complaint.

Your complaint states that your phone was deemed defective on January 29. A request to replace it was processed and you were advised to wait 3-5 days. You were advised to return the defective phone after you called back in a week; however, you still have not received the replacement phone after returning the defective phone.

Tracfone Wireless 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 01/25/2025. We determined the device needed to be replaced, since the audio was defective. Replacement Service Ticket No. **********. 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 1Z6980XX9005324898 the same day. The shipping information was provided to you via email at ********************* Our warehouse records indicate that we received your damaged phone on 02/12/2025.

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. ********** on 04/20/2025.

We have sent you an email regarding this update at ******************** on 4/20/2025, and we received your response on 4/21/2025, indicating that you would wait since the shipment of the comparable phone is now being processed.

Per *** tracking number 1Z7X28F00256002185, we have confirmed that the replacement device was delivered on 04/23/2025 at **********, **. We spoke with you on 04/30/2025 via phone number ************, and you confirmed receipt of the replacement phone. We also transferred your phone number and balance to the new phone, and confirmed that the phone is working.

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 1318938266.

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:04/16/2025
Type:Delivery 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.
Yesterday I ordered 3 tracphones for ***** each. He was supposed to email me my receipts, but I never got them. They charged my credit card though. I called to cancel today and they said I need an order number which I was never given.
Business Response
Date: 04/28/2025
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 wanted to cancel your orders and want to have your money back.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Upon review, we found that you place your orders on 4/14/2025; it was for a three Blu View 5 which each cost $31.64 with reference order numbers ******************* and *********. As per *** tracking numbers 1ZY902R60138663143,1ZY902R60138662902 and 1ZY902R60138661841, the order was delivered to your address on 4/17/2025.

We spoke with you on 4/22/2025 via phone number ********** and you confirm to have received the phone and you prefer to keep them than getting a refund.

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 1318935796.

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:04/15/2025
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.
Whomever this may concern,I am writing because I have received extremely bad service from the company Tracfone, specifically, their dishonesty in handling a replacement phone. The phone was purchased on 11/2025, and by 4/2025, it broke due to its bad quality (the screen simply went blank). After having called Tracfone on 4/4/2025 at 12:00 p.m. I was given a ticket number and a promise that Id be receiving a replacement in 3-5 days. I then waited 10 days and had received nothing. When I called Tracfone on 4/14/2025 at 11:49 a.m., I was told that their system is loading for a whole 14 minutes while they looked up my case. That is fine. But then I was given the run around for nearly an hour. Having to ask the same questions over and over, the representative kept sending me in circles conversation wise, to the point where eventually I felt that its part of their training - frustrate the customer so much that they simply give up, I asked for a supervisor close to 10 times and never was given one (first told theyre busy with other customers and then that theyre out of the office). I then asked to be forwarded to where I can file a complaint, which was ignored multiple times. I even asked how do I file a complaint? To be told to call that very number I was already on call with. I then had to wait more while she looked for how you can file a complaint (it took me less than 60 seconds to find the information on my own). I then was told wait while she finds the address where I can send a complaint ***** addition, when looking up tracking information on the device, *** shows that the phone wasnt even shipped until 6 days after I called for a replacement, but I was promised that it would be delivered in 3-5.I am EXTREMELY unhappy with the level of service, dishonesty and the runarounds. It all felt very deliberate.Thank you so much for your time and attention, *****
Business Response
Date: 04/17/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 15, 2025, regarding BBB Case number 23205717 complaint.

Your complaint states that you were not assisted properly when contacted customer service regarding your phone replacement request. In addition, the replacement phone was not shipped immediately.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We reviewed your account and confirmed that a replacement phone request ticket was created on 4/4/2025, with reference number **********. The shipment of the replacement phone was delayed because the phone model requested is out of stock. Nonetheless, the replacement phone was shipped out and delivered to ***********, **, on 4/14/2025 per *** tracking # 1Z7X28F00257171974.

We spoke with you via phone number ************ on 4/15/2025, and discussed the status of your account and service complaint.However, you mentioned that you already have the phone. In addition, we offered assistance in activating the phone; however, you preferred to do it online.

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 1318648655.

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:04/14/2025
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.
My issue with Tracfone is that they have no course of action for customers when the ********************** representatives make a mistake that negatively effects the customer. I called to refill my service on Friday March 21st (I believe, if not it will be in their records) and told the representative that I wanted the same plan I always get, the unlimited talk and text with 1GB of data. He offered another plan with 500 minutes and I told him I did not want that plan, that I wanted the unlimited. He said that was fine. A few days ago my texts stop working and I thought it was a problem with my phone but could not resolve it so today I called tracfone to see if they could help. I was told that the representative selected the plan I did NOT want and did not inform me of this. When you call theres a message that the phone call may be recorded so I suspect that they could check their records and confirm that I did indeed ask for the other plan. Anyway, I told the new representative about this and she told me there was nothing that could be done although she did understand my frustration. There is no way for me to report this and no higher authority that I can speak to. I understand that they want most calls handled without a supervisor or whoever, but in this case I think it was absolutely warranted and I feel wronged again because I can't even voice my complaint. I have been with tracfone for years and I feel that my loyalty means nothing to this company. The resolution I am seeking is that Tracfone knowledges this issue at the very least, and I hope that they would refund or add to my account the amount that the service I lost would equate to. About 14 days of service. Again they should be able to confirm that I asked for the unlimited plan and that this is the plan I've always gotten for years. I also hope that they would think about some course of action for customers in this situation, even if it is by email or mail. Tracfone Account/Phone number : ************
Business Response
Date: 04/17/2025
Dear ***** ******:

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

Your complaint states that you spoke with customer service representative and requested to purchase the same unlimited you are always getting. You were offered another plan with 500 units; however,you chose to get the unlimited plan. The *** feature of your phone stopped working, and you were informed that your plan is not the unlimited one.

In our review, you redeemed a $15 TracFone plan with 500 minutes, 500 texts, and 500 MB of data. On 3/21/2025. In addition, you redeemed a $15 TracFone unlimited plan with unlimited talk, text and 1 GB of data on 4/13/2025. Your account is active and provisioned in our system, and Usage Records indicate that the phone is working.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We spoke with you via phone number ************ on 4/16/2025, and discussed the matter with your complaint. We offered to update your service plan as courtesy, and both agreed to give you a call back once your service end date is approaching.

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 1318627945.

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: 04/17/2025

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. We have come to a reasonable solution. Thank you for your help!

Sincerely,

Kinna Cotton
Customer Answer
Date: 05/20/2025
Hi, tracfone was supposed to call me on the 16th to resolve this and they have not although it's several days past then. I don't know how to contact the person who said they would do that again other than through BBB as I did originally.
Business Response
Date: 05/29/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have not received the agreed follow-up call on May 16, 2025, regarding your compensation for the correct plan on your account.

We apologize for any inconvenience this may have caused you. We were unable to follow-up/respond timely regarding this request, due to high volume of case we received.

We spoke with you via phone number ************ on 5/22/2025, and discussed the matter with your request. We added the requested service plan to your account as courtesy. In addition, we confirmed that the phone is 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 1318627945.

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

Sincerely,

Executive *********************

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