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:04/11/2025
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 April 2, 2025 I took my phone to Total Wireless at ************* where **** ***** ************. took my phone as I reached out because I dropped my phone on a rock in my flowerbed and it cracked the screen. **** stated that since the damage was on the corner that he would need to replace the screen with an OEM screen in the amount of 300 dollars. I set up a payment plan with Acima (Lease# ********) attached is the receipt. I asked **** was he able to complete the service the same day he stated that he was waiting on the screen to arrive. We left late that evening but my phone was not put together. while **** was dismantling my phone he snatched off the blue sticker that was holding my battery stating that he did not need it. He also left out 3 screws that i kept and took pictures of. He provided me with a loaner phone the next day i went to pick up my phone it kept dropping calls i couldn't text I wasn't receiving messages from my coworkers i contacted **** he told me to bring the phone back I did(he said there was a virus that was creating the problem i said my phone was fine my screen was cracked where is my phone this is my business phone he stated that he would need to keep my phone to see what was going on. **** had my phone for a week he then said the motherboard was wiped out and then he said my battery port was damaged. I have a 2k dollar phone that i am paying a bill on this is the 1st time I've taken a broken screen phone to a repair shop to get my phone back with missing components and it want even power up. **** sates that he is the owner of this business. very unprofessional and i believe he owes me a phone a galaxy S23 Ultra. I will be taking my phone to a professional repair center today to get a full diagnostic of my phone and will provide that information here as well
Customer Answer
Date: 04/11/2025
It is now 1:04 pm April 11, 2025. I took my cellphone to UFixIt
uBreakiFix by Asurion

Mobile phone repair in *******, **
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Appointments

Address: ******************************************
Phone: **************
Website: **************
Hours: Open Closes 7 PM
Service Areas: *******
Suggest an edit  Manage this business
At uBreakiFix by ******* in *******, **, we specialize in electronics repair including: cell phone repair, screen repair, game consoles, tablets, and computers. Whether you need an Apple iPhone Repair, ******* Galaxy Repair, ****** Pixel Repair, iPad Repair, or Computer Repair, we can help. All of our repairs take place in-store and can usually be completed in about an hour. By choosing uBreakiFix by ******* in *******, customers are guaranteed that their device will receive a high-quality repair and fast service, for a lower price than anywhere else.

I should have initially taken my phone here; however I will provide diagnostic receipt here along with pictures of the screws that were left out that **** ***** stated that wasnt needed as well as the blue tape that was on the back of the phone.

Customer Answer
Date: 04/13/2025
I took my cellphone device to a professional Samsung technician and here are their findings. A botched repair. Either I can pay this company 400 bucks to fix my phone or purchase a new phone. I would like to hold total wireless for the cost of the repairs and down time. Traveling, lost of time on my job and unable to properly execute on my personal lines of business. Totaling in excess of 1k.
Customer Answer
Date: 04/13/2025
I took my cellphone device to a professional Samsung technician and here are their findings. A botched repair. Either I can pay this company 400 bucks to fix my phone or purchase a new phone. I would like to hold total wireless for the cost of the repairs and down time. Traveling, lost of time on my job and unable to properly execute on my personal lines of business. Totaling in excess of 1k.
Customer Answer
Date: 04/13/2025
I took my cellphone device to a professional Samsung technician and here are their findings. A botched repair. Either I can pay this company 400 bucks to fix my phone or purchase a new phone. I would like to hold total wireless for the cost of the repairs and down time. Traveling, lost of time on my job and unable to properly execute on my personal lines of business. Totaling in excess of 1k.
Customer Answer
Date: 04/16/2025

Update 4/16/2025

I was traveling back to ******* when i received this message below via email. Business also called i was unable to answer, use gps, etc. because the loaner phone over-heated so I literally missed the call but called back once the device cooled down. The *** who answered was unable to assist me and stated that I should receive a call today and to just stand-by. I will attempt to call again momentarily.

BBB_23191574_Defective Device ***********************

*********************************************************************************** <***********************************************************************************>
Tue, Apr 15, 4:51?PM (21 hours ago)

to me

Dear *******,

Thank you for your interest in Total Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with this issue.

This is in response to your complaint about your defective device in
Total **********************.

We tried to call you today, April 15, 2025 at 5:43 PM EST via number
**********, but we were unable to reach you.

With this, please respond to this email with your contact number and
preferred time for us to further assist you.

If you have any question or concerns, please contact us at
************** enter PIN 1900. For your convenience, our representatives
are available Monday-Sunday from 9:00 AM to 7:00 PM EST.

Sincerely,

******
517046
Executive Resolution Department
Total Wireless
Customer Answer
Date: 04/17/2025
Spoke with a TracFone *** on yesterday for 12 minuets and 51 seconds beginning @ 4:48 CST ( should be a recorded conversation)
*** initially stated that the company has nothing to do with the side jobs technicians perform at their stores and that they are only liable for the phone services with their company.
So, I reiterated that its ok for their employees to perform jobs outside the norm of daily business and if they damage customers like myself high-end phones then there is nothing they can do about it.
***resentative changed her tune and stated that she would escalate the matter to upper management; she stated that this information would be sent right over to the store to bring awareness with what is taking place.

***resentative stated that i would receive a follow-up

I currently have a loaner phone and I traveled over the weekend. the phone got hot after 3 1/2 hours of navigation I almost missed my exit coming home as i had no form of communication because the phone shut completely down (it was on the charger while navigating so the phone overheated more problems since April 2nd 202 and I'm having to purchase more storage because this loaner phone has very little.
Customer Answer
Date: 04/19/2025
I received another call from Tracfone on yesterday can you believe the company stated that they could not locate **** *****. So they don't believe they should be held liable for my phone.

Well I have attached ************* of **** ***** where he advertises daily at the business address and it appears as though his number has changed.

This company has established itself and holds no liabilities for work theor companies perform i have a broken h8gh end phone that I'm still paying a bill on that is broken and doesn't work thanks to **** *****.

Please advise me how to **** charges with this company
Customer Answer
Date: 04/19/2025
I received another call from Tracfone on yesterday can you believe the company stated that they could not locate **** *****. So they don't believe they should be held liable for my phone.

Well I have attached ************* of **** ***** where he advertises daily at the business address and it appears as though his number has changed.

This company has established itself and holds no liabilities for work theor companies perform i have a broken h8gh end phone that I'm still paying a bill on that is broken and doesn't work thanks to **** *****.

Please advise me how to **** charges with this company
Customer Answer
Date: 04/22/2025
Initially Total Wireless was supposed to replace my cracked screen with an OEM glass in the amount of $300.

I received an email on April 122th and 15th of 2025.
Unfortunately I was not in the city of ******* I was actually in ******* Ga. so how could I authorize these transactions?

I will be making an official police report with the *** on this evening after I leave work.

I have also reported these transactions to the fraud department at ACIMA.

I wanted to return the loaner phone as I purchased a phone on yesterday from Game Exchange on Winchester. I have my receipt as well.

After Total wireless contacted me they stated that they could not locate the store manager **** *****.

I will post police report number here as well

Customer Answer
Date: 04/22/2025
here is an email where the transactions was cancelled. Who is in control?
Customer Answer
Date: 04/22/2025
I WAS ADVISED BY THE CREDIT COMPANY ACIMA TO FILE A POLICE REPORT> police report attached.
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 went to a Total Wireless store and were assisted by **** ***** in regard to having a cracked phone screen in which you set up a payment plan amounting to $300 with Acima. You had to leave your phone since the repair was not completed that day and a phone was loaned to you. The next day, you got your phone back, but you were experiencing some service issues. The phone was sent again for repair where you were told a virus was creating the problem. The phone was with **** for a week, and you were told that the motherboard was wiped out and the battery port was damaged. You believe **** owes you a phone, a Galaxy S23 Ultra.

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 determine your account. For us to investigate your concern we will need to have your accounts information which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on 4/16/2025 and 4/18/2025 via phone number ********** wherein you stated that you do not have a Total Wireless account nor a device but request a replacement phone due to what happened with your device. Per Terms and Conditions, we can only process a replacement phone for our branded Total Wireless device that has an active limited warranty. Total Wireless neither assumes nor authorizes any authorized service center or any other person or entity to assume for it any other obligation or liability beyond that which is expressly provided for in this limited warranty, including the provider or seller of any extended warranty or service agreement. Thus, you were advised of the need to coordinate with the manager of the Total Wireless store and **** for the assistance you need.

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 1318644651.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/28/2025

Complaint: 23191574

I am rejecting this response because:

I have a damaged phone ******* 23 Ultra that was broken by the alledged **** ***** who i found later not to be his name but rather an alias.

So basically these people at this business is not authorized to handle customer phones that do no belong to ********************** but yet I was never advised this. I believe that I have enough information from the ************************* to expose illicit transactions at this business that has now been closed for a month per ************************* and as stated **** ***** is the Alias so I was also lied to about the operators name.

Sincerely,

******* ****
Business Response
Date: 05/07/2025
Dear ******* ****:

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

Your follow-up complaint states that your phone was damaged by an alleged **** ***** who is not authorized to handle customer phones that do not belong to **********************, yet you were not advised about it.

We spoke with you on April 30, 2025, via phone number ********** and you reiterated that your phone is an AT&T device. We do apologize but as per terms and conditions we are only able to process replacement for our branded device. Total ********************** neither assumes nor authorizes any authorized service center or any other person or entity to assume for it any other obligation or liability beyond that which is expressly provided for in this limited warranty, including the provider or seller of any extended warranty or service agreement. We have to decline your replacement phone request. However,you may contact the original provider of the phone and verify if a replacement phone offer is available for the device.

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 1318644651.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 05/08/2025

Complaint: 23191574

I am rejecting this response because:

I have a 1 year old phone Galaxy Ultra 23 that the technician at this location broke. I have a recording of the final conversation. This young man cracked my back glass and replaced it with a different color back glass he also damaged my battery pack as i have submitted the repair information here. No one is taking accountability. The screen was never replaced properly and is an aftermarket screen As I stated you have a bunch of foreigners coming to the ************* setting up shops and neglecting to fulfill customer obligations. MPD gave me a right to *** when this recording falls there will be other things dealing with money that will be exposed.. I had to purchase a used phone to conduct business.

Please advise me of where i can submit this conversation where the young man admitted to what he did and a hosts of other things where i believe there is some fraudulent activity is taking place. I have asked to be reimbursed for my cellular device. this company states that they do not work on phones that they did not provide to clients nor do they work on phones under contract with other cellphone companies unfortunately that is not was stated to me nor was that in any clause until after this young man destroyed my phone.
I am asking to be reimbursed 600 dollars to get my screen replaced battery pack replaced and back glass replaced on my cellular device
Link below:
****************************

Sincerely,

******* ****
Customer Answer
Date: 05/08/2025
A private video via ******* was shared to this email address **********************************************************************

Respectfully,

*******
Initial Complaint
Date:04/11/2025
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 began receiving emails from Tracfone this year telling me that I was running out of Data. Last email was 2/19/2025 saying "You're running out of data." Then on 2/25/2025 the email said "You're out of data." I didn't understand why because I have renewed my ******************** on time since 2006. Maybe emails a scam. I want to talk to someone from Tracfone from ******************** America because I haven't been able to get help from the ************** Tracfone # since I began calling them February 2025. Please contact me on my home (landline) phone @ ************, late afternoon/evenings are best because of my volunteer work. If Tracfone cannot help me, I would like to transfer my leftover minutes & other stuff to a friend because I'm tired of not being able to talk to **************** in the ***. My current Service End Date is June 4, 2025, I renewed early because of the emails. Thank you, I sincerely appreciate your help.
Business Response
Date: 04/23/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 11, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are receiving emails about your data usage running out, despite renewing your plan on time. You wanted to speak with someone from US because you are uncertain if these emails are legitimate.

We reviewed your account with phone number ending in 7467 and determined that you redeemed a TracFone $19.99 90-day plan with 60 units for calls, texts and data. Due to the triple minute promotion on the account, the amount of data you received for this redemption is 180 MB.Usage Records indicate that the phone is working and service is being used.Note that you will be notified of your data usage to assist you in regulating your data consumption. Nonetheless, the notifications are from a donotreplyemail which would not receive replies, nor required to be replied.

We spoke with you via phone number ************ on 4/16/2025, and discussed the status of your account and the aforementioned information. We suggested to redeem an upgraded plan with more data allowance than your previous plan. In addition, we added a $20 30-day unlimited plan with 4 GB of data as courtesy.

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 **********.

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: 04/27/2025

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. ******** from TracFone called me & he explained the difference between the $19.99, 60 minute Basic Plan and the $20 Unlimited Plan. Things are OK for now. ******** was very patient & kind to this old lady, and he was very knowledgeable as well. Thank you Ms. *** *****, God bless you; I sincerely appreciate your help. I had to get a Secret Pin # and a Secret Name, but don't know why. Guess for the next time I call.

Sincerely,

***** A. ****
Initial Complaint
Date:04/10/2025
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.
On March 5, 2025, I contacted technical support about an issue with my phone. The technician told me to mail the phone to the office and once it was received they would send me a replacement phone. He provided a Return Label (no costs to me) and I mailed it on the same day. The phone was received by the warehouse in ********* on March 10, 2025,I have contacted TracFone on several occasions requesting information on why the replacement phone has not been sent. All I get is 'check back in 3-5 business days if you don't receive the phone. I have been a TracFone customer for 8 years.I appreciate your help in resolving this issue. Please let me know if you require additional information.Thank you,*** *****
Business Response
Date: 04/22/2025

Dear ****** *****,
We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 10, 2025, regarding BBB Case number ******** complaint.

Your complaint states that on March 5, 2025,you contacted our technical support about an issue with your phone. You were informed that a replacement phone will be sent once you return the phone, which you did on the same day using the return label provided. However, you did not receive a replacement, and the only advice was to wait 3-5 business days.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review, our records show that a replacement phone request was processed on March 5, 2025, with reference number **********. It was confirmed that your defective phone was received in our warehouse on March 11, 2025. However, our system was not updated with the return details of your defective phone, causing a delay in processing your phone replacement.

We spoke with you by phone number *************, on April 10, 2025. During our conversation, we made an update with the ticket request to complete the process of your phone replacement. An escalation was also submitted on April 15, 2025,to speed up the process of your phone replacement.

On April 17, 2025, you confirmed that you received the phone replacement. It was delivered through *** with tracking number 1Z7X28F00257910844. We were able to assist you with the device activation by transferring the service and your number from your old phone and we have confirmed that your service is now working properly with your replacement phone. 30 days of service of compensation was also added to your account due to the delay in receiving your phone replacement.

We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the 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 ******* and ticket number 1318323405.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Business Response
Date: 04/22/2025

Dear ****** *****,
We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated April 10, 2025, regarding BBB Case number ******** complaint.

Your complaint states that on March 5, 2025, you contacted our technical support about an issue with your phone. You were informed that a replacement phone will be sent once you return the phone, which you did on the same day using the return label provided. However, you did not receive a replacement, and the only advice was to wait 3-5 business days.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In our review, our records show that a replacement phone request was processed on March 5, 2025, with reference number **********. It was confirmed that your defective phone was received in our warehouse on March 11, 2025. However, our system was not updated with the return details of your defective phone, causing a delay in processing your phone replacement.

We spoke with you by phone number **************, on April 10, 2025. During our conversation, we made an update with the ticket request to complete the process of your phone replacement. An escalation was also submitted on April 15, 2025, to speed up the process of your phone replacement.

On April 17, 2025, you confirmed that you received the phone replacement. It was delivered through *** with tracking number 1Z7X28F00257910844. We were able to assist you with the device activation by transferring the service and your number from your old phone and we have confirmed that your service is now working properly with your replacement phone. 30 days of service of compensation was also added to your account due to the delay in receiving your phone replacement.

We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the 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 ******* and ticket number 1318323405.

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: 04/23/2025
I am totally satisfied with Tracfone's reply. Without your assistance I don't think there would be a successful conclusion.
Thanks for your prompt action. I am totally impressed.
*** Evans

Customer Answer
Date: 04/23/2025

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.
I am totally satisfied with Tracfone's reply. Without your assistance I don't think there would be a successful conclusion.
Thanks for your prompt action. I am totally impressed.
*** *****

Sincerely,

****** *****
Initial Complaint
Date:04/09/2025
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 3/25 at 10:10pm EDT, I activated via phone to Tracfone automated a 3GB $10.00 Tracfone data-only card purchased to supplement exhausted ************* with an e-pin from *******. Three lengthy calls later to Tracfone plus time constructing this complaint, totalling OVER FOUR HOURS, and to date the data has not been added. It was unexpected last month when I purchased the same type of refill that the data could not be added via the Tracfone Web site. However, when I called Tracfone about this, the CS woman fixed it no problem. So I expected the same this time. Because at the last BBB Tracfone complaint, you people flooded my e-mail address with numerous consecutive e-mails telling me to call you, in spite of replies stating I do not want phone-based resolution, I have blocked that Tracfone e-mail address. (I should remind you the same thing was done to me when I had problems with annual renewal of ******** service.) It should be obvious that as there is no phone number attached to my complaints, more respect for customers needs to be shown. All communication around this complaint should go through BBB channels.
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 *******, regarding BBB Case number ******** complaint.

Your complaint states that on March *******, you redeemed a $10 add-on data card (3GB) to supplement your exhausted ********************** but it was not successfully added to your phone. You need assistance regarding the matter but do not want to be called at, has blocked the TracFone email address and preferred communication is via BBB channel.

Upon review, we found that you reapplied for the Lifeline program on 7/21/2024 after the cancellation of your old Lifeline enrollment due to annual verification failure on 6/22/2024. Your new ******** application was approved on 7/31/2024 and this enrollment has given you the benefit of unlimited talk, text with 10GB data including 5GB hotspot data per month.

In an in-depth review, we found that on 3/25/2025 a TracFone $10 data card (3GB) was added to your phone; this is on top of your monthly data allocation. Moreover, we found a record that one of our customer care agents manually added another 3GB of data to your phone on 3/26/2025 with reference number **********. As we checked, the data usage of your line has reached over 19GB of data from 3/01/2025 to 3/30/2025; a clear indicator that the data add-on plan was successfully added and used along with your free data benefit.

We attempted to communicate with you via email ************************ on 4/11/2025 and 4/14/2025 but we have not received any response. With that,please know that your data add-on plan was successfully added and used.Therefore, we cannot provide you with any additional data allocation.

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 1318386007.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 04/17/2025

Complaint: 23184783

I am rejecting this response because:
I have reproduced below my text messages from Tracfone in response to checking my balance for the period you referenced in your reply. You can probably verify them on your end. In light of this documentation I'm kind of shocked at the discrepancy between it and yours. Was the data added to a phone other than mine? The ***** which is what I give to your CS agents to at least maintain a little privacy around the phone number, is ***************************.

FYI, I had a bizarre credit-card statement from around the same period, during which time there were extreme solar eruptions as well a Mercury retrograde. (If the reader is unfamiliar with solar and planetary effects on Earth life, and particularly computers, I suggest you refer this segment of my complaint to a colleague who is.)

The other issue I should mention is that the woman who added the 3GB of ******* data for me in February, did not ask me to turn my phone off then back on. All the March people did, and I wondered why.

We are approaching my data limit for April, and I am now facing total confusion with regard to upping my data in the same way. Where can I get a ************* add-on???!! (Historically, problems have usually compounded for me with Tracfone when there is a problem. For this reason as well as this current unresolving complaint, don't suggest that I refill via credit-card on the Web site.)
Thu, Mar 20 at 9:39 PM

Here are your balance details...
Minutes: Unlimited
SMS: Unlimited
Data: 3.31 GB
Service End Date: June 25, 2025

Terms: **********************

Tue, Mar 25 at 10:14 PM

You are very close to reaching your plan's High speed data allotment.

Here are your balance details...
Minutes: Unlimited
SMS: Unlimited
Data: 0 MB
Service End Date: June 25, 2025

Terms: **********************

Wed, Mar 26 at 5:11 PM

You are very close to reaching your plan's High speed data allotment.

Here are your balance details...

Minutes: Unlimited
SMS: Unlimited
Data: 0 MB
Service End Date: June 25, 2025

Terms: **********************

Tue, April 1 at 12:55 AM

Here are your balance details...

Minutes: Unlimited
SMS: Unlimited
Data: ***** GB
Service End Date: July 25, 2025

Terms: **********************

Sincerely,
********* ********
Customer Answer
Date: 04/24/2025
*** *****,

As of 1:40pm, 4/24/2025, the following is my data balance with TFW/Safelink. I will likely use that today and, because *** has not fulfilled my 3/25 ******* 3GB data purchase yet nor told me how to add data without complications in the future, my download speed will reduce to 2G until the monthly Lifeline refill on 5/1. So I am adding to my complaint that the data withheld on any of these additional gap days should be included in the complaint resolution. I find my data usage to be around 3GB per week. Can you pass this on to ***? I actually wonder if there's a way to escalate this complaint with *** Corporate. Thank you.

Minutes: Unlimited
SMS: Unlimited
Data: 996 MB
Service End Date: July 25, 2025

Customer Answer
Date: 04/28/2025
To TFW/Safelink Wireless:

Following is updated balance details, indicating that TFW now owes me data at my average rate of 3GB per week from today until the May 1 Lifeline refill (or longer if TFW chooses to drag this out beyond that).

********* ********, EdM, MEd

Sun, April 27 at 1:19PM

Your data speed has been reduced to 2G until your next refill.

Now, Lets check your balance details...

Minutes: Unlimited
SMS: Unlimited
Data: 0 MB
Service End Date: July 25, 2025
Customer Answer
Date: 04/30/2025
TFW/Safelink Wireless:

I was today unable to report a power outage due to severe storms because some Web sites freak out when attempting to connect at 2G. This was the case with my utility company. From the outage-report page I was unnecessarily sent to a security-check hCaptcha page to check a box that I am human. The "check" doesn't register fast enough on these pages at 2G, and I was not able to be verified out of that page to report my outage. As my utilities are included in my rent, I don't possess the account number required to report an outage by phone call.

TFW: Upload the 3GB of data I paid ******* for on 3/25 plus additional data to cover days stuck in 2G due to your neglect. Deadline will be close of business on Thursday, May 1, and will be over and above the 10GB of Lifeline monthly refill data.

As you have chosen to ignore quite a few communications sent via BBB, including my rejection of your insistence in the face of evidence to the contrary that the data was uploaded, and since you continue to harass me with e-mails to phone you in spite of my expressed preferences that you follow BBB protocol, I am next going to contact ******* and/or law enforcement on multiple counts connected to TFW and the multifaceted data-withhold complaint filed with Southeast Florida BBB.
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 18, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that there was a discrepancy between the data balance you have on your end and the data balance mentioned in the previous complaint response you received. You also wanted to understand why there were different instructions provided when you added the 3GB of data to your account. Furthermore, you indicated that you 3GB data added on March 25 was not fulfilled and no proper instruction on how to add data,which results to your download speed reduced to 2G and prevents you report a power outage.

Please be advised that further review has been made on your account usage and there were no discrepancies observed. Our records show that there were total of 13 GB of data added to your account for the month of March, which already includes the data added on March 25. Data usage can confirm that you completely used the total data added on your account for the month.

Moreover, we have confirmed that your Lifeline benefits for the month of April were properly added to your account, which benefits include Unlimited Talk/Text with 10GB of data and 5GB of Hotspot.However, our data usage also shows that you already used the data for the month. This results in your phones inability to access websites or mobile applications that require mobile data. Thus, we suggest connecting your phone to a working Wi-Fi or adding a data add on. You may purchase TracFone or ************* add on through our authorized retailer, TEXT ADD to ******,calling customer service, or visit our website at ****************************************************;

Furthermore, a plan added to a certain account should be added automatically even without power cycling the phone (OFF/ON).However, for certain cases, we require power cycle to update the phone service properly.

We sincerely apologize for any inconvenience and confusion we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.Please know that we are more than willing to assist you with your account or service concerns.

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.

Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/01/2025
*** *****,
In reviewing the complaint details, (which I had not done to date) so that I can proceed with my getting a fair resolution with other parties, not only do I find that there are inconsistencies in TFW's responses but, more importantly, the critical evidence I included in my last response to the business is nowhere to be seen. I am reproducing it here and asking why it was not included. You should also be aware that none of their statements about their record of my data usage is backed up with documentation. I have provided such documentation and find it objectionable that either it was not sent to the business or they have ignored it. So here is what I'm talking about:
Thu, Mar 20 at 9:39 PM

Here are your balance details...
Minutes: Unlimited
SMS: Unlimited
Data: 3.31 GB
Service End Date: June 25, 2025

Terms: **********************

Tue, Mar 25 at 10:14 PM

You are very close to reaching your plan's High speed data allotment.

Here are your balance details...
Minutes: Unlimited
SMS: Unlimited
Data: 0 MB
Service End Date: June 25, 2025

Terms: **********************

Wed, Mar 26 at 5:11 PM

You are very close to reaching your plan's High speed data allotment.

Here are your balance details...

Minutes: Unlimited
SMS: Unlimited
Data: 0 MB
Service End Date: June 25, 2025

Terms: **********************

Tue, April 1 at 12:55 AM

Here are your balance details...

Minutes: Unlimited
SMS: Unlimited
Data: ***** GB
Service End Date: July 25, 2025

Terms: **********************
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 18, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that there was a discrepancy between the data balance you have on your end and the data balance mentioned in the previous complaint response you received. You also wanted to understand why there were different instructions provided when you added the 3GB of data to your account. Furthermore, you indicated that you 3GB data added on March 25 was not fulfilled and no proper instruction on how to add data, which results to your download speed reduced to 2G and prevents you report a power outage.

Please be advised that further review has been made on your account usage and there were no discrepancies observed. Our records show that there were total of 13 GB of data added to your account for the month of March, which already includes the data added on March 25. Data usage can confirm that you completely used the total data added on your account for the month.

Moreover, we have confirmed that your Lifeline benefits for the month of April were properly added to your account, which benefits include Unlimited Talk/Text with 10GB of data and 5GB of Hotspot. However, our data usage also shows that you already used the data for the month. This results in your phones inability to access websites or mobile applications that require mobile data. Thus, we suggest connecting your phone to a working Wi-Fi or adding a data add on. You may purchase TracFone or ************* add on through our authorized retailer, TEXT ADD to ******, calling customer service, or visit our website at ****************************************************;

Furthermore, a plan added to a certain account should be added automatically even without power cycling the phone (OFF/ON). However, for certain cases, we require power cycle to update the phone service properly.

We sincerely apologize for any inconvenience and confusion we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. Please know that we are more than willing to assist you with your account or service concerns.

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.

Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Executive *********************
Initial Complaint
Date:04/09/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a service card to pay my bill, said it was successful so I threw the card away thinking it would reflect on my account, it did not reflect and they're threatening to shut my phone off when I have the messages stating my service end date is not until May 10 th 2025, they're trying to tell me it was an error message that was sent and now they changed the email on my account to where I can't get in and check anything! I was treated horribly and yelled at by one of the customer representatives so I want them to fix this issue.
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 9, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a service card, and discarded it after thinking that it was added to your account. However, the service plan did not reflect in your account, and you were warned that your service would be shut off, despite getting a message stating that your service end date would be on 5/10/2025. In addition, your email was changed and you could not get into your account.

Please note that Straight Talk customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We reviewed your account with phone number ending in 8778; it was deactivated on its service end date on 4/10/2025 due to non-renewal of service. In addition, we found no records of a service plan payment in our system. We may process adding the service card you lost if you can provide us the full copy of the receipt.

The contact number you included in the complaint is no longer valid; therefore, we have sent e-mails to ******************* on 04/11/2025, 04/12/2025,04/14/2025, and 04/15/2025, to discuss the status of your account and service concerns.We received your reply on 4/15/2025; however, you could not provide an alternate number where we can reach you. We have sent our response via email on 4/17/2025 to further assist you. 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 **********.

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:04/09/2025
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 4/8/2025 i switched cell phone providers from ****** mobile to straight talk. I had no cell phone service was hung up on after spending four hours trying to get it resolved. The following day I decided to switch back to xfinty moblie after still not having cell service provided by straight talk. I was informed that there would be no refund even though I wasn't able to use there service and it was only 24hrs later. It took three additional hours to try and get my number switched back to xfinty mobile. They have extremely poor customer service and take money for a service they don't provide.
Business Response
Date: 04/22/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date April 9, 2025, regarding BBB case number ******** complaint.

Your complaint states that you ported your phone number to Straight Talk; however, you had no phone service and decided to port your number back the following day. You requested a refund afterwards;however, your request was denied despite not being able to use the service.

We reviewed your account with phone number ending in 1392 and determined that it was activated on 4/7/2025;however, it was deactivated on 4/8/2025 after you successfully ported out your phone number, with Port-out reference number **********.

Straight Talk Terms and Conditions indicate that airtime plan, used or unused, has no cash value, and is non-refundable. However, as courtesy, we created a ticket to process your refund request, with reference number **********.

We spoke with you on 4/17/2025 via phone number ************, and discussed the aforementioned. We submitted a separate escalation since you were unable to authenticate the account, and agreed to call you back for updates.

As of 4/21/2025, the refund process has been completed, amounting $28.65, with Refund Confirmation ID ********************** credit posts usually occur within 3-5 business days; however it may take up to 30 days depending on your financial institution.

We spoke with you via same phone number on 4/22/2025 and discussed the aforementioned updates. Please contact your bank to verify this credit posting.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 8:00 AM to 9:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1318256618.

Based upon the foregoing, we will close this matter unless we hear from you. We appreciate your business.

Sincerely,

Executive *********************
Customer Answer
Date: 04/23/2025

Complaint: 23180132

I am rejecting this response because:
Your company failed acknowledge that your representative kept me on the phone For four hours. Was extremely rude. Also tieing up my neighbors phone for fours because i couldn't use mine so not only inconveniencing me but my neighbor as well. I have yet to receive a refund. I dont believe it's a courtesy to stay on the phone for four hours and to have to beg for my money back. You can keep the money as a courtesy for all the people I will steer clear from your services or lack there of.

Sincerely,

****** ********
Initial Complaint
Date:04/08/2025
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.
After many phone calls and no resolution, ******* wireless has been taking money from my account for months to pay my bill even though there is a credit of more than the amount that I owe on the bill . I have asked them repeatedly to stop or pause auto pay and they have not . This month they have brought my account into the negative balance and I have an overdraft fee . This was unacceptable and unnecessary. Please help
Business Response
Date: 04/14/2025
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 have available credit in your ******* Wireless account; however, you are still getting billed resulting to an overdraft in your bank account; this needs to be stopped.

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

We spoke with you on 4/13/2025 via phone number ************ and you provided the phone number in question ending in 2219. However, we found no record of it in our system. It was then that you confirm that you are a ******* Wireless customer and not with ********************** or its affiliated brands. Thus, you were advised to contact ******* Wireless to receive the needed assistance.

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 1318265899.

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:04/08/2025
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.
RE: ******* Tracfone **************** 5G NOT REPLACEDJULY 18, 2024 TRACFONE PURCHASEMoto ******* 5GStopped functioning October 2024. Tracfone manager determined device defective, said to return for new Moto ******* 5G ***lacement.Tracfone Manager gave me ticket number ********** DEFECTIVE Moto ******* 5G shipped and delivered 10/31/2024 9:23 A.M. via Tracfone provided ship labelUPS track number shipment 1Z6980XX9021554805As of April 2025, never received new Moto ******* 5G ***lacement. Last, final interaction with tracfone customer service *** I was told the phone was shipped, no ticket number was provided and I should contact ****************************. When I requested the tracking number for the shipment, *** said they emailed the tracking number. This is inaccurate. No email sent to my email from tracfone with a tracking number. I informed *** and asked for tracking number, which *** would not provide. Without tracking number I have no way of tracking package or of knowing if and when exactly this was supposedly shipped. Having that phone fail and losing that phone number has caused major problems for me. The neglect by ******* Tracfone in solving this problem is extremely stressful. I need the new Moto ******* 5G ***lacement with the one year of service that I paid for and the 6gb data and the unlimited talk and text. This is over $200 loss to me.
Customer Answer
Date: 04/09/2025
email from ***********************************************************************************
Kindly, provide us with the **** (serial number) and phone number of the device in question to further investigate on your concern.
My response which I have previously provided at least ten times:
**** *******************
phone # ************
Did speak with "corporate" rep ***** ****** ~noon. Problem unresolved. Told someone else would call me again. Still waiting. Getting runaround once again.

Customer Answer
Date: 04/16/2025
On April 9 2025 I spoke with tracfone agent at
************** x1120
Once again I provided complaint that new replacement ************ 5g never sent by tracfone. And for the umpteenth time I provided IMEI, phone number, my email address, an alternate phone number, *** proof of delivery of defective phone, my home address, my full name. The agent sent personal verification code to my alt phone and another personal verification code to my email and I gave her correct codes. I proved my identity. The agent said I wiil receive new replacement ************ 5g in 3 to 5 days.
As of April 16 2025 have not received new replacement phone. I am getting the runaround again from ******* Tracfone. Please send me my new replacement ************ 5g by April 23 2025, ******* Tracfone.
Business Response
Date: 04/23/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 8, 2025,regarding BBB Case number ******** complaints.

Your complaint states that you had a defective phone which you return for a replacement; however, you have yet to receive the replacement device. You need to have your replacement phone along with your unused service plan.

Upon review, we found that on 10/27/2024 a warranty replacement phone ticket ********** was created to replace your defective device. The warehouse department confirmed receipt of the defective device on 11/5/2024. However, the system closed the ticket without shipping a replacement device. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

We attempted to contact you via phone number ********** on 4/9/2025, 4/13/2025, 4/14/2025, 4/15/2025 and 4/18/2025 but with no success.However, you are responsive to our email messages via *************** wherein we were able to discuss the status of your replacement device. We had to create a new warranty phone exchange ticket ********** and as per *** tracking number 1ZY870930200398987,your replacement phone will be delivered on 4/23/2025. We agreed to have a callback once the phone has been completely delivered for its activation. We are waiting to hear from you.

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 1318252805.

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:04/07/2025
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 complaint is like the ones I see here regarding the lost data. I went through the migration, everything zero but then the 21st., it came back. Then on March 27 I went to add my unlimited card and my data was gone.I had built up 68gb of data. I went ahead and add my new card and only the 4gb of data I had just added showed up. I called of course and the guy just kept telling me I had 4gb.But at first he asked if my phone phone would call and text and I said yes he said okay everything is working. I told him that wasn't my problem. I tried explaining, he kept telling me I had 4gb, I kept telling him I wanted my 68gb data. He then told me he talked to his superiors and there was nothing he could do. I called back trying to get someone I could understand better but I kept getting the same answer.I couldn't understand why the couldn't see my account and heck, look at the balance the day or 2 before and see what I was trying t get across. My data was gone! I still have the other plan I had before I started the unlimited plan which still has 5.22 data and so many min. and text but the unlimited plan is what I have been using for awhile now. I tried chat a couple times but nothing. Then the last time I tried the chat a person named ******* told me he would have someone call me, they never did. I guess by then they were tired of me.Anyway, I don't expect to get my data back but I saw these reviews and complaints today and wanted to say I had a similar *********** I have 3.99 data and am sickened every time I log in to see if it's still there. It took me awhile to build up my data buying $20.00 cards each month. If i hadn't had a lot of data built up, I wouldn't have been able to use my phone during the hurricane with wifi and cable out, I depended on my phone. Now if something happens I worry because I don't have enough to last. don't expect my problem to be resolved but I have been with tracfone ever since I first got a cell phone and wanted my situation heard.
Business Response
Date: 04/11/2025
Dear **** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/07/2025, regarding BBB Case number ******** complaint.

Your complaint states that your mobile data balance was lost. It showed up by the 3/21/2025; however, it was removed again on 3/27/2025, and was never retrieved despite asking assistance from customer service.

We reviewed your account; it is active and provisioned in the system. Our records indicate that the ************ balance shows has already been corrected.

We spoke with you on 4/8/2025 via phone number ************, and discussed the status of your account and service concerns. As per our conversation, you mentioned that you tried to access your account from the website to check your balance, but it still showed the incorrect amount of data. We instructed you to log in to your TracFone My account via app and you were able to see the correct amount of data of your account. You also confirmed that your service 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 **********.

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:04/06/2025
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 new phone from the tracfone website on January 16, 2025. The phone was delivered on January 21, 2025 and when I turned the new phone on, it was not working. The phone was stuck in a reboot cycle and was not operational. I contacted support and a ticket was created, ticket number **********. Due to the issue with the phone, I was told I needed to mail the phone back and I would get a replacement sent once the defective item was returned. The return information was supposed to be mailed or emailed to me within 3 business days, however it was never received. I contacted tracfone support about not receiving the label and they refused to provide me with one. Instead, I was given the mailing address and told to send it on my own. I had to pay out of pocket, but mailed the phone as requested. I had to contact support 3 more times because I kept getting told they didn't receive the phone, each conversation I was able to provide the tracking information and prove it was received, so they would say that they were sorry and the new phone would be mailed to me within 3-5 business days. This took over two months, constantly reaching out to support and the same thing being told to me. Finally, an agent said the phone was not in stock and they had no idea when it would come in, so they said they would issue me a refund. That refund tracking number is 89494601O7IUNJTI. I never received the refund. I still did not get my refund and do not have a phone. I would like the refund that was promised to me. This has been a nightmare that is now going on over 3 months.
Business Response
Date: 04/16/2025
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 phone on January 16, 2025, and found that the phone does not work; it was stuck in a reboot cycle and was not operational. You called to report the matter and were told to return the phone, yet you have not received a replacement device or a refund.

Upon review, we found that your order was placed on 1/16/2025; it was for a ******* phone for which you paid $98.11 and was delivered to your address on 1/21/2025 via *** tracking number 1ZY902R60236498333. However, that same day, a report was made stating that the phone is not operational and a replacement phone request was put in place with reference number **********. As we checked, no replacement device has been shipped yet due to unavailability of the phone. Nonetheless, on 2/28/2025, a refund amounting to $98.11 was issued to your account. Transaction Reference Number 89494601O7IUNJTI. Please know that this credit posting will usually occur within 3-5 business days and you can contact your financial institution to verify this posting.

We spoke with you on 4/08/2025 via phone number ************ wherein the aforementioned details regarding your refund request were discussed and even agreed to contact financial institution for verification. We made follow-up calls on 4/09/2025,4/10/2025, 4/11/2025 and 4/15/2025 but with no success. The emails we sent via ******************* has not received any response as well.

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 1318164606.

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

Sincerely,

Executive Resolution Department

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