Complaints

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

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2025

  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 the 24th of March I purchased a Tracfone ******* Galaxy A15 phone from *******, took the phone home and contacted tracfone to get it activated and what I had on my old tracfon transfered to my new one.After two and a half hours on the phone with a so called **************** individual I was informed that the phone I had purchased was faulty and that Tracfone was sending me out a new one to replace it and I would have the phone in 3 - 5 days.5 days went by and I had now phone, I contacted tracfone again just to be told that my phone was being processed but there was a problem with the zip code. According to THIS customer service individual everything was corrected and I was again told that I would "DEFINITELY have the new phone by the following Wednesday - 5 days later.Wednesday came and went and still no phone - contacted them again to be told the same lying story - the phone is being processed. When my wife asked what Being Processed meant the girl told her was being shipped. We got told it was being processed the first time we rang them so I geuss it has been being shi[pped for now over two weeks. My wife asked for a tracking number but was told tracfone doesn't give out tracking details but my wife could use her tracfone app to get a tracking number. Long story sdhort - she found a *** tracking number but when she clicked on it she got a message informing her that the tracking information could not be given out???Each time we have contacted tracfone we get the same pathetic escuse - the phone is being processed. As soon as we finish the call after being told (again) we would get the phone in 3 - 5 days and check things on their app - we see that the matter is classed as CLOSED. How can it be closed when they haven't sent the new phone or we haven't received it? All we have been given is the same sorry self serving pathetic excuse and are still no closer to getting the phone that we paid for.

  Customer Answer

  Date: 04/07/2025

  

   

  All of the above information is contained in the original complaint, so I don't know why the BBB claims that it was not provided.  As for the name of the sale person - there were numerous, not just one.

   

  As of this corrospondance, I have heard nothing from tracfone or received the promised replacement phone.  Right now I am looking for a civil litigation attorney in ***** to act on my behalf if tracfone refuses to take responsibility for their decision or continues to ignore or prolong this matter further or provide me with the new phone they promised me.   
  

  Business Response

  Date: 04/10/2025

   

  Dear ****: 
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated April 7, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that the phone you purchased from ******* was defective and upon calling customer service, you were advised that a replacement phone would be sent within 3- 5 business days, but you did not receive the replacement. You were advised that it was already processed but due to a problem with your ZIP code, an update is needed. The update was completed but you still did not receive the phone. Upon calling for follow-up, you were still advised that your phone is being processed but no tracking number available. You were advised to check the information to TracFone App, but the tracking number you have found shows tracking information could not be given out.  
  
  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. 
  
  We spoke with you on April 9, 2025, by phone number **************. During our conversation, you provided us with your replacement phone ticket number. In our review, we were able to see the record of the request for a replacement phone. However, due to the limited stock we have for your phone model, we were unable to proceed with the shipment. Moreover, we have checked your phone records, and it shows that it was already returned to the merchant, in which you also confirmed and mentioned that a refund has been issued already. Thus, replacement phone is no longer necessary. 
  
  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 1318168273. 
  
  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:04/04/2025

  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 placed and order online from Straight Talk on 3/1/25 and it has not been fulfilled. The website states 2 day shipping. I called to cancel order and requested a refund and was told that they cannot issue refunds, that I should just refuse package when it arrives. Which the package is still processing. I went to the local ******* and purchased the exact same thing I ordered from Straight Talk. I requested to speak to a supervisor and was not able to because they stay in meetings. All I want to do is cancel the order and get a refund.

  Business Response

  Date: 04/15/2025

  Dear **** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 4, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order on 3/1/2025, which has not been fulfilled yet. You requested to cancel the order and get a refund; however, you were advised to refuse the package to cancel the order. You already purchased another phone from the store, and would like to cancel the order and get a refund.
  
  We reviewed your order with order ID 1532-LLS0TTG2GG;it was placed on 4/1/2025 amounting $152.99. An in-depth review shows that the shipment was delayed because the requested device is out of stock. Please note that TracFone Wireless 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.
  
  The contact number you included in the complaint is not valid. Therefore, we have sent emails to ********************** on 4/8/2025, 4/9/2025, 4/10/2025, 4/11/2025, and 4/14/2025, to discuss the matter with your complaint. However, we still have not received your reply to our emails yet. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1318199959.
  
  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:04/04/2025

  Type:Order 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 am not liable for this debt with ******* wireless I do not have a contract with ******* wireless I have never signed any paperwork I've never bought a phone fr I do not have a contract with ******* wireless I have never signed any paperwork have never bought a phone from ******* wireless they did not provide me copy original contracts as requested

  Business Response

  Date: 04/10/2025

  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 ******* Wireless billed you for something you are not liable for, since you have no contract or phone with them. Additionally, ******* Wireless refused to provide a copy of the contract.Thus, you request the charge be removed from your credit report.
  
  We attempted to locate your account by utilizing our tools using your name, number, email and mailing address. However, there was no account found. Hence, to address the matter we need to speak with you directly for assistance.
  
  We spoke with you on 4/07/2025 via phone number ********** wherein you stated that you are with Metro PCS and ******* Wireless should not be billing you. We check our system again to make sure that we are not responsible for this dispute and found no record. With that, you were advised to contact ******* Wireless directly for assistance.
  
  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 1317894332. 
  
  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:04/03/2025

  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 added a phone line with Tracfone, on December 11th of 2024. They had a promotional code to recieve 2500 points if you added another line to your account. We bought a new phone and added it to the account. We never received our points. The first 3 phone calls, they told us we had our points coming but they never did. We've made multiple phone calls to get these points we were offered, and they all agreed we we're getting these points added to the account. The first ****** we had talked to said it would take 60 days, and that was a lie. Another ****** said to give it an additional week, it still didn't happen. As of today, April 3 2025, they have now declined giving us our points at all. We've talked to multiple people, Jaymar, Reylah, ***** ******* ****** Anjelyn, and they were all very unhelpful. ******** customer service. They just tell you whatever they need to get you off the phone.

  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 April *******, regarding BBB case number ******** complaint.
  
  Your complaint states that you added a new line on December 11, 2024, to your TracFone account and were expecting to receive 2500 rewards points, but none has been added yet.
  
  Upon review, we found that your TracFone account has two active lines ending in 6674 and the recently added ending in 4219. We also found that on 4/07/2025, 500 rewards points were added to your account based on an escalation filed on 40/04/2025 with reference number 1317900256.
  
  In an in-depth review, we found that the phone with phone number ending in 4219 which was activated on 12/11/2024 was added to your TracFone account at a later date which was March of 2025. Please know that adding a line to an account should be done 30 days from the first activation date.This is the main reason why no rewards points were added to the account until we have done it manually as a courtesy.
  
  We contacted you on 04/09/2025 via phone number ************ and discuss your Loyalty Rewards points. You were informed that TracFone Wireless only offers 500 rewards points for adding a new line.
  
  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 1317901113.
  
  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: 04/11/2025

   
  Complaint: 23158143
   
  I am rejecting this response because: We added the phone and plan on December 11th of 2024, we did not set it up in March. In March we ran out of data so we bought an additional one year plan for that number. They told us all we needed to do was wait 60 days, and other things as well that never happened. They have also informed us that the promotion code we used for the 2500 points is still valid, because they're still offering it to us if we add another line.
  
  Sincerely,
  
  ***** *****

  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 follow-up complaint states that you added the phone and plan on December 11, 2024, and March was when you made a refill. In addition,you were told that the promotion code we used for the 2500 points is still valid if you add another line and then need to wait 60 days to get it.
  
  We spoke with you on 4/16/2025 via phone number ********** and discuss our Loyalty Rewards Program. Please know that Add a Line will only provide 500 rewards points which we have added to your phone on 4/07/2025 reference number **********. Meanwhile, we have another engagement which was the Refer Friends and Family that offers 2500 points in which you did not qualify. Thus, we cannot provide you with 2500 rewards points. Be advised that rewards points have a 60-days cooling period before you can actually use it.
  
  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 1317901113. 
  
  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: 04/17/2025

  Tracfone never gave me the 2500 points they offered. They called us back on the 16th and are now saying the promotional code is not valid and only worth 500 points. Everyone I've talked to from Tracfone before said the promotion for the 2500 points is still going. I would really appreciate it if we could get this resolved. 

• Initial Complaint

  Date:04/03/2025

  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 3/24/25 I requested to have my plan changed to an upgraded plan. Total Wireless said they would do this and it would not be an issue. They ended up disconnecting my service on 3 of my 4 numbers and billing me for the service. They have thus far been unable to reconnect my numbers I had with them back to my plan (I have a plan with them as well). As I have paid for the service, I would like to have my plan reinstated as I have paid for this service and it is not being delivered. I live in a rural area and a phone is necessary for health and safety

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: **** ************
        Complaint Number: 23111384
  
  Dear Ms. **** *.:
  
  Thank you for contacting *************** of Executive Relations regarding **** ************** complaint.  In his complaint, received on March 25, 2025. Mr. ************ stated Total Wireless disconnected three lines and wanted them to restore service.
  
  Upon further review, weve determined the customers concern should be addressed by our Tracfone team.  Per BBB guidelines, please forward **** ************** complaint to the appropriate ******* Team.
  
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  *****
  Executive Relations Analyst
  
  

  Business Response

  Date: 04/10/2025

  Dear **** ************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/25/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you requested to upgrade your plan on 3/24/2025 and you were assured that there would be no issue; however, it ended up disconnecting three out of the four lines in your account. The numbers were still not reconnected despite paying for the service.
  
  In our review of your account, we found a total of six (6) active lines in your account; five of them is in the **************** while the other one is separated and is in the Single line plan. Usage Records indicate that the phones are working and service is being used. Transaction History shows that you purchased a 4-line Shared plan on 3/2/2025, which should extend the service of your four lines until 4/2/2025.However, on 3/24/2025, you purchased and redeemed the new Total Wireless $55 plan to three of the lines in your account.
  
  Please note that Total Wireless and its affiliate brands, customer account authentication policy operates under strict security standards to protect its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you on 4/4/2025 via phone number ************. You confirmed that the service of the lines are working; however, your monthly bill is not what you expected. You mentioned that you should only have five lines in your account. We attempted to continue our investigation; however, our call got disconnected. In our follow-up investigation,we determined that the old phone you were using with your phone number ending in 1126 was reactivated with a new number. Although it is active, we found no usage recorded in the account for this line.
  
  We attempted to contact you via same phone number and email *********************** on 4/5/2025, to continue assisting you. We were unable to reach you via call; however, we received your email response providing the lines in your account, and requesting for further correspondence to be done thru email. As part of security of your account, we need to authenticate that account prior making any changes. Therefore it is best to speak with you directly.
  
  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 Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 04/10/2025

  I have been attempting to resolve this issue with them.  Recently, they told me that they added a 6th phoneline to my account.  I have pointed out to them that this was done without my knowledge nor permission, additionally, I am being billed for this line.  I have requested a phone call from a *** in the continental US, they have not responded to this request yet

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23111384
  
  I have been attempting to resolve this issue with them.  Recently, they told me that they added a 6th phoneline to my account.  I have pointed out to them that this was done without my knowledge nor permission, additionally, I am being billed for this line.  I have requested a phone call from a *** in the continental US, they have not responded to this request yet
  
  Sincerely,
  
  **** ************

  Business Response

  Date: 04/18/2025

  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 follow-up complaint states that a 6th phone line was added to your account without your knowledge and you want this resolved. Additionally, you are requesting a phone call from a US representative.
  
  We apologize for any inconvenience you may have experienced.Please note, to safeguard the integrity of its customers data, Total ********************** implements its customer account authentication policy in accordance with strict security guidelines. Any changes to an account must be authenticated.
  
  We attempted to contact you via phone number ********** on 4/11/2025 and 4/14/2025 but with no success. However, on 4/14/2025, we received an email response from you via *********************** stating to cease calling your phone number since it belongs to a minor and would prefer to speak to a customer service representative located in the continental US. Please know that we might not be from continental **, but rest assured we are more than willing to help. As stated before, currently, we see six active lines under your account; five of them are in the *************** while the other one is separated and is in a Single line plan. We would like to situate this concern for you as early as possible. Thus, we need to speak with you; we need the account authenticated. With that, please provide us with your updated contact number so that immediate assistance will be provided.
  
  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 1317886346. 
  
  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: 04/21/2025

  Please note the request to work with **** located in the ** is based on the following having happened with Total Wireless overseas call centers:

  -Lines being added without permission

  -Plans appearing to be changed from what was requested

  -Numerous calls to minors when asked to stop

  -Multiple lines being disconnected

  There appears to be a major communication break with this.  I have reached out the *********************, Consumer Protection Unit and they have asked to proceed with a complaint.  I am asking again, for a *** in the US before escalating complaint.

  Thanks for your understanding

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23111384
  

  Please note the request to work with **** located in the ** is based on the following having happened with Total Wireless overseas call centers:

  -Lines being added without permission

  -Plans appearing to be changed from what was requested

  -Numerous calls to minors when asked to stop

  -Multiple lines being disconnected

  There appears to be a major communication break with this.  I have reached out the Department of Justice, Consumer Protection Unit and they have asked to proceed with a complaint.  I am asking again, for a *** in the ** before escalating complaint.

  Thanks for your understanding

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

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23111384
  
  

  Please note the request to work with **** located in the ** is based on the following having happened with Total Wireless overseas call centers:

  -Lines being added without permission

  -Plans appearing to be changed from what was requested

  -Numerous calls to minors when asked to stop

  -Multiple lines being disconnected

  There appears to be a major communication break with this.  I have reached out the *********************, Consumer Protection Unit and they have asked to proceed with a complaint.  I am asking again, for a *** in the ** before escalating complaint.

  Thanks for your understanding

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

  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 4/21/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint indicates that you requested to speak with someone based in ** due to the issues you ************** addition, you indicated that you had ongoing issues with (1) Lines being added and plan changes without authorization, unwanted calls to minors despite requesting to discontinue, and lines getting disconnected.
  
  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.
  
  Please be advised that we have agents trained to assist customers with varying concerns. In addition, we have specific agents who specialized to work on specific issues that customers may encounter in their account.
  
  We have sent you emails to *********************** on 4/23/2025, to discuss the matter with your complaint. We received your email response requesting to speak with someone based in **; however, please be advised that we have specialists to assist you and resolve your account issues. We have sent follow-up emails on 4/25/2025, 4/29/2025, and 4/30/2025, to provide further assistance; however, we have not received further responses from you.We need to speak with you directly to discuss this matter.
  
  In addition, please be advised that Total Wireless 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. 
  
  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 1317886346.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:04/03/2025

  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.

  Especially because I am recently post-op, on Sunday, 3/30/2025, I was shocked to discover that my phone service was unexpectedly deactivated. I'd had TracFone services for a few years and was supposed to have automatic renewal of service every 3 mos with carry-over of all the unused "minutes." The # of these mins was hugely accumulated, and I had not cancelled this. When I called TF customer service, the *** I spoke with (****) told me I'd "run out of mins," even tho' I don't use the phone nearly enough for that to happen. I also spoke with another *** ********** hoping to get a clearer understanding. But neither would give me further explanation nor connect me to their supervisor. Because of my urgent need for phone service post op, I spent more than 2 hours on the phone trying to resolve the issue (while in pain!) and ended up having to purchase a new plan altogether. I believe the accumulated mins were not carried over to that plan.

  Business Response

  Date: 04/14/2025

  Dear ****** Haier:
  
  
  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 03/30/2025 your phone service was unexpectedly deactivated; you were enrolled in Auto-refill on a 3-month service plan, with numerous carry-over minutes. You contacted our customer service for assistance; however, no resolution was provided, and you were advised the minutes had been used up.
  
  Upon review, we found your TracFone account to be active and has no deactivation report. The record shows that on 2/09/2025 you upgraded your number and service to another device with reference number **********. The upgrade was successful, and everything was transferred including your accumulated balance.
  
  Meanwhile, it was confirmed that your old phone was enrolled in Auto-refill wherein it is done every after three months and your phone receives 180 minutes. However, the last payment received for your Auto-refill was on 11/24/2024 and your Service End Date was on 4/07/2025. In an in-depth review, we found that your Auto-refill enrollment was not transferred over to your current device causing you not to receive additional talk minutes. An isolated system glitch which we do apologize. Furthermore, we found no record in the system that a service interruption had occurred, instead the record indicates that the device was functioning properly during the time period.
  
  We attempted to contact you via phone number ************ and email, ******************** on 4/05/2025 but with no success. However, you responded to our email stating it is your preferred communication channel and that you want fair compensation. We exchanged emails on 4/06/2025, 4/08/2025,4/10/2025, 4/12/2025 and 4/13/2025. You were requesting a refund for the recent plan purchased costing $15.75; however, we have to decline your request since as per redemption history and usage report, you have exhausted all talk minutes available from your balance. That is why you were advised to refill your phone.Please note that after your refill on 3/30/2025 using a $15 airtime plan which provides 500 talk minutes, 500 text units and 500 MB data; your current available balance is 242 talk minutes, 5087 text units and 5.4GB of data. This is all in accordance with your refill and usage history.
  
  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 1317964736. 
  
  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: 04/15/2025

   
  Complaint: 23156437
  
  I am rejecting this response because: Tracfone obviously did not check further back than a month in their records, though they claim to have done a "depth investigation." The thousands of "minutes" they had "carried over" on my account with each tri-monthly renewal and I'd accumulated up until a few months ago were apparently completely erased and my service cut off when I'd opted for automatic renewal with them. As far as I know, I did not have fair warning of their discontinuing my service, and it came just as I was recovering from surgery.

  The matter of the minutes is, to me, a moot point since my accumulated minutes apparently "magically" disappeared at Tracfone's discretion (only). But I know there was no way I'd used thousands of talk/text minutes even in a period of 3 months. I still have a landline as my primary telephone and used the Tracfone only when absolutely necessary pre-op. Surely they could have realized this if they'd actually done an "in-depth" investigation into their records.

  As far as I'm concerned, more than enough time has been wasted on this company as it is today. So they can keep the lost minutes AND the $15.75 I had to pay for emergent phone service post op. Prior to this, I'd had very satisfactory customer services with **********************, and have concluded that their current management is severely lacking. So my only remaining concern is that other consumers not have to experience the ******** customer service and their sorry responses to this complaint. In that, I ask only that my complaint stay active as long as possible, as an alert by BBB to potential customers of **********************.

  
  Sincere thanks,
  
  ****** Haier

  Business Response

  Date: 04/23/2025

  Dear ****** Haier:
  
  
  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 ******** complaint.
  
  Your follow-up complaint states that your account was not further check since you claimed that your thousands of minutes were erased and your service was discontinued without fair warning. Anyhow,you decided to drop the case about your lost minutes, and the $15.75 paid plan recently added. You only hope that no other customer will experience the same thing and hope to have your case open as an alert by BBB to potential customers of **********************.
  
  We attempted to contact you via phone number ************ and email ******************** on 04/17/2025, 04/18/2025, and 04/21/2025 but we were unable to speak with you. However, your latest email response states that you want us to cease and desist from contacting you again either by phone or email; else you will consider pursuing harassment charges. Please know that we thoroughly checked your account and everything is in place regarding your paid minutes. We found no record in the system that a service interruption had occurred, instead the record indicates that the device was functioning properly. The only thing that did happen was that your Auto Pay enrollment did not switch over to your current device causing you not to receive additional talk minutes. An isolated system glitch which we do apologize. With that, you were advised to pay for a new plan that cost you $15.75, and you manage to use the allocation of this new service. This is all in accordance with your refill and usage history. Thus, the refund request has been denied.
  
  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 1317964736. 
  
  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:04/03/2025

  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.

  Dear Tracfone Customer Service,I am writing to formally lodge a complaint regarding an issue I encountered with your advertised $10/month unlimited call program with auto-refill. Despite seeing the advertisement for this offer, Tracfone has not honored the advertised price on my account.I called your customer service department and spoke with multiple representatives who provided me with conflicting information, yet none were able to resolve the issue or clarify why the advertised price was not being applied to my account. I am extremely disappointed with the lack of consistency and the inability to resolve my issue after several attempts.I have attached a screenshot of the advertisement showing the offer for your reference. Given that I am a paying customer and was led to believe I would be receiving the advertised service for $10/month, I expect Tracfone to honor this price as advertised.I kindly request that you review this matter and ensure that my account reflects the $10/month unlimited call program with auto-refill, as per the terms advertised. If this issue is not resolved promptly, I will consider further steps to escalate the matter.I look forward to your prompt response and a satisfactory resolution.Sincerely,**** *********

  Business Response

  Date: 04/21/2025

  Dear **** *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 04/01/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the advertised unlimited plan for $10 per month with auto-refill was not applied to your account.
  
  We reviewed your phone number ending in **************************************** our system with the $15 30-day unlimited talk and text plan with 1 GB of data. Please note that TracFone Unlimited plans offers $5 discount for two months with Auto-Refill. Transaction Records show that the $5 auto-refill discount was already applied in your first two months of auto-refill payments with the TracFone Unlimited plan.
  
  We spoke with you on April 4, 2025, via phone number ************, and discussed the status of your account and service concerns. We informed you that the $5 auto-refill discount has already been applied in your first two months of the auto-refill with the unlimited plan per our records. You understood the information and ended the call.
  
  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 1317917454.
  
  Based upon foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 04/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  Subject: Re: BBB Complaint Case Number ******** Inaccurate and Unresolved Response

  Dear TracFone Customer Service,
  I am writing to formally rebut your response to my complaint filed with the Better Business Bureau under Case Number ********. While I appreciate your attempt to address my concerns, the information provided is inaccurate, misleading, and fails to resolve the issues at hand.
  To clarify the situation:
  Enrollment and Unenrollment in Auto-Refill: I followed your customer service's guidance to unenroll from Auto-Refill before re-enrolling in order to take full advantage of the auto-refill discount. The idea that I "understood" and ended the call on April 4th is a misrepresentation of the events. The call I had with your overseas customer service representative was extremely frustrating and unproductive. The representative repeatedly contradicted themselves and spoke in circles, making it impossible to get a clear answer. After being forced to end the call abruptly, as I had to use the restroom, I was left without any resolution to the issue.
  Auto-Refill Discount: To add insult to injury, you are currently advertising 6 months of continued $5/mo credit for your Tracfone customers.
  Incompetent and ***************************** The call I had with your customer service team was far from satisfactory. I have repeatedly experienced difficulties communicating with your representatives, particularly those located overseas, who do not seem adequately trained to handle client concerns. This issue is compounded by the fact that I was not provided with clear or helpful information during my inquiry. As a paying customer, I expect better service and clarity from a company that advertises "unlimited plans" and promises reliable customer support.
  Unresolved Issue: Despite your claims of resolving the issue, I am still facing discrepancies in my billing and plan benefits. The matter remains unresolved, and your response does not address the core issue: the failure to properly apply the advertised discounts and the inadequacy of the customer service experience.
  I await your response and a resolution to this issue without further delay.
  
  Sincerely,
  
  **** *********

  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 22, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the information provided to you is inaccurate, and that your issue remained unresolved. You indicated that there is an advertisement of a $5 monthly credit for 6 months, and that you were not assisted properly when you contacted customer service.
  
  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.
  
  As per our previous response, we indicated that the $5 auto-refill discount is only for two months with auto-refill, and that based on your accounts Transaction History, the discount was already applied in your first two months of auto-refill with the unlimited plan in July and August 2024. Therefore, the $5 auto-refill discount could no longer be applied to the account.
  
  We spoke with you on April 29, 2025 via phone number ************, and discussed the aforementioned. You requested to receive a $10 credit to your account, but we cannot approve that request since you already received the $5 dollar discount in your first two months of the auto-refill. You mentioned that you will be transferring your service since we are not providing the $10 credit, and ended the call.
  
  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 1317917454.
  
  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:04/03/2025

  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.

  TracFone has for the 2nd time in 10 days stopped my SMS text service (but permitting phone calls) on my cell phone to coerce me into buying additional airtime minutes even tho both times I had unlimited SMS with months of pre-paid service. The 1st time my *********** was cut off, March 15, I bought a new 90-day airtime card tho my acct was paid for service till May 22 so I could again receive or send ********** service was extended to Aug. 14.Note: I had been fooled by both a customer-service *** in a phone call (on my cell phone since I was still permitted phone-call service) who wrongly told me I no longer had text data left when actually I did have it until May 22. I also was tricked about my SMS and account service status because TracFone prevented me from receiving this important ******** or other acct data for least 14 DAYS starting March 1st because when I would text TracFone for BALANCE data, TracFone ***eatedly would only text "balance details Plan Usage 0.00 GB," which only referred to ******************** not SMS or calls. So TracFone hid my SMS status from me!Despite paying March 15 for a new $19.99 90-day airtime card extending my unlimited SMS until Aug 14, just 10 days later, March 25th p.m., TracFone again ended my ability to receive or send texts except to TracFone. I'm still cut off from texting despite TracFone texting me 3-28 that my account BALANCE includes "Free SMS: Unlimited" till Aug 14.Stopping my paid-for SMS texting is causing hardship because I am not only stopped from receiving important financial and personal texts, but it has made it very difficult or impossible to get into my online accounts which require ******** phone texts.I have tried all the recommended methods since March 25th to get my SMS texting back: restarting or turning my cell phone off and on numerous times; putting my phone into airplane mode for 15+ minutes and then taking it off; and even completely removing the *** card and ***lacing it.

  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 3, 2025 regarding BBB Case # ******** complaint.
  
  Your complaint states that you have issues with the *** feature despite paying for a plan with unlimited ***. In addition, this is already the second time that you were unable to send/receive ***.
  
  We reviewed your account with phone number ending in 4479; it is active and provisioned in our system. Transaction History shows that you redeemed a $30 30-day unlimited plan on 1/17/2025. Then,a $19.99 90-day service plan with 60 units of calls, texts and data, was redeemed on 3/15/2025. Due to double-minute promotion, 120 units were actually added to the account. An in-depth review shows that the allocated text balance was consumed within the time you mentioned in the complaint.
  
  As per Tracfones Terms and Conditions, TracFone Pay As You Go Airtime Cards are available in various denominations of minutes and service days. For each Airtime Card you purchase and add to your phone, you will receive the number of minutes and service days indicated on the card.
  
  We attempted to contact you via phone number ************ and have sent an email to **************************** on 04/03/2025, to discuss the status of your account and service concerns. We were unable to reach you via call; however, we received an e-mail response on 04/04/25 indicating that your text messaging was restored.
  
  We appreciate your feedback regarding your negative customer service experience. We value your 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.
  
  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 1317817801.
  
  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: 04/19/2025

   
  Complaint: 23154360
  
  I am rejecting this response because: It is unclear how many texts I am able to receive when I buy an airtime card and when I receive my balance, particularly since my balance will state SMS (texting) unlimited. So the process seems totally arbitrary and unpredictable and my texting ability can be cut off at any time.  I have not received a reasonable explanation.
  
  Sincerely,
  
  **** *********

  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 19, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the amount of *** (text) balance when you add an airtime plan is not clear. In addition, the *** feature is cut off any time.
  
  Please be advised the amount of units you will receive is indicated in the airtime plan you purchase. If your account/phone has double/triple minute promotion, additional units will be applied. You can verify your balance by logging in to your account online, by contacting customer service, or by texting BALANCE to 611611.
  
  As reviewed, your account is still active. Usage Records indicate that the phone is working, and there is visible usage for incoming and outgoing ***. We also determined that there is ******* Coverage in your area; however, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower data speeds and call interference.  This could occur due to many factors including your device,network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings,foliage and other obstructions, weather and other conditions.
  
  We attempted to contact you via phone number ************ and have sent emails to **************************** on 04/21/2025, 04/22/2025, 04/23/2025, 04/25/2025 and 04/28/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply to our emails. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1317817801.
  
  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:04/02/2025

  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.

  Sometime last week, I noticed that I was unable to access the Internet using mobile data. Sunday, I discovered that the problem was that my *********** balance was 0 GB. I have had this account for decades, and I have never used more that a gigabyte of data in a week. Yesterday, my phone showed 250 MB of mobile data used between Feb 28 and Mar 31. But I have lost over 9 GB of data, and Tracfone has implied that there is no way to get mobile data usage ********** the attached transcript from 3/30, they told me "I'll report this case. Please contact us back within the next 3 days if the balance still hasn't changed." I don't believe they made any attempt to restore the lost data. This was just to get me off the chat. I did contact them back, as requested. The attached transcript from 4/1 shows this. I have spent over 2 hours on chats with their customer service, and they have done nothing to resolve the issue.I want to know what happened to the 9+ GB of mobile data that was on my account, and I want it restored. I also want due respect and a sincere apology from Tracfone *****************

  Business Response

  Date: 04/09/2025

   

  Dear **** ******: 
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated April 02, 2025, regarding BBB case number ******** complaint. 
  
  Your complaint states that last week your data service stopped working, and then you realized the reason was because your data balance was zero.  You stated you have lost over 9 GB of data, and your phone showed 250 MB of mobile data used between February 28, 2025, and March 31, 2025.  You are requesting your 9GB to be restored. 
  
  Upon review, we were unable to see any service interruptions on your account and it indicates that the device was functioning properly. Further review was also done through your account transaction history, but we were unable to see any records that show you added a total of 9GB of data to your account. We have seen records of the data added but it shows that you already used the total data added according to the total data usage from your account. 
  
  We spoke with you on April 6, 2025, through phone number **************. During our conversation, we discussed the findings we have regarding your concern, but we regret to inform you that we cannot add 9GB of data to your account as per the latest transaction records and usage reports we have on your account. 
  
  If you still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.   
  
  Please refer to email reference number ******* or Ticket Number 1317823747. 
  
  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: 04/11/2025

   
  Complaint: 23150608
  

  How much of my 30 minutes to enter this letter is left?

  
  I am rejecting this response because: Tracfone did nothing to resolve the issue. I told them that the *********** balance that disappeared was accumulated over more than 10 years, yet their response is based on just the past 4 years. In the phone conversation we had, they lied to me about several things. They told me that they could not retrieve my usage, but then they started quoting usage amounts for different days. When asked about this, they said they could only access back 30 days, but in their response they told me I had use 6 GB in the past 4 years. They said that in the period they reviewed, I had purchased 4 GB but had used 6 GB. There is no way to use more data than you have. When your balance reaches 0 GB you can't use any more data. They refuse to restore my balance because I don't have screenshots of my balance over several years! Since this was all from a phone conversation, there is no paper trail, so I have no way to prove what they told me. I reject their response because they did NOTHING to resolve the issue!
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 04/14/2025

  I contacted Tracfone again and have screenshots that demonstrate the problem. They said they cannot receive images. Here is the transcript of today's chat, and the relevant screenshots.

  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 11, 2025, regarding BBB case number ******** complaint.
  
  Your follow-up complaint states that you were not assisted properly and were provided with different information regarding your complaint.
  
  Please be advised that we have access to the daily service usage for up to 30 days; however, we have special department that can check total usage for a specified span of time. In addition, we have verified that your data usage coincides with the amount of data redeemed in the account.
  
  We received your email response from ************************** on 4/16/2025, stating that you will no longer negotiate via phone, and accepted our offer to reinstate the 9 GB of data to your account as courtesy. Therefore,we added the agreed amount of data to your account, with reference number 1318694217.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are from 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: 04/17/2025

  As of yesterday, Tracfone has offered to restore the mobile data that was lost, and I accepted their offer. The data balance that disappeared, and that prompted this complaint, has been restored/replaced.

  I'm not sure why you (BBB) did not give me the opportunity to accept their resolution before closing the complaint. But, yes, I have accepted their resolution, and the complaint can be closed.

• Initial Complaint

  Date:04/01/2025

  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.

  Purchase: December 24th 2024 Plan: $144 Unl Talk/Text, 12GB Data/HS Capable 365-********************* *** told me the plan would be unlimited data, all year this was in fact not true. Data was used up within the first week of *******.When I called customer service, they stated that this plan was only for high speed, then they slow it down.Not what I was sold by customer service, I feel duped. Unlimited means unlimited. When I asked for a refund, I was told ******* was used.I said fine, refund me for the rest of the year, as I paid for the year.I was told they have no way to refund this money even though I closed the contract and went with another ********** date, I have not had my money returned, my contract with them was terminated immediately in ******* and I am now with Straight Talk Wireless.

  Business Response

  Date: 04/09/2025

  Dear **** Cdiz:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 01, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you purchased a TracFone $144 1-year plan on 12/24/2024 because you were informed that the mobile data is unlimited; however, you mobile data was fully consumed in the following month. You already switched to another service provider and requested a refund for the remainder of the plan; however, you were informed that it could not be refunded.
  
  Please note that TracFone WirelessTerms and Conditions indicate that *************** plans have cash value, and are non-refundable.
  
  We reviewed your account with phone number ending in 0744, and determined that you redeemed a TracFone $144 1-year unlimited plan with 12 GB of data, on 12/24/2024; however, the account was deactivated per your request on 1/17/2025. The phone was reactivated on 2/5/2025, but it was reactivated under Straight Talk Wireless.
  
  We spoke with you on 04/03/2025 via phone number ************, and discussed the aforementioned. However, we agreed to submit an escalation to provide you with proper resolution, and advised to call you back. Consequently, we were approved to offer you with 90 days of service extension, which includes unlimited talk, text and data with 10 GB of hotspot. We received your approval of this resolution via email ********************* on 4/4/2025; therefore, we added the 90 days of service to your account, with reference ticket number 1318267562.
  
  We attempted to contact you via phone number ************ and email ********************* on 04/04/2025,04/06/2025 and 04/09/2025; however, we were unable to reach you and have not yet received your latest reply to our emails.
  
  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 *********************

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  **** Cdiz