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

3,484 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

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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:03/31/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 3/18/25 I called Tracfone and asked to transfer minutes from old phone/ number ************ ( IMEI # *************** ) to new phone/number, ************. At the time I had 9.58 GB data, 1686 minutes and 2437 SMS on ************ I had 2.67 GB , 365 SMS and 780 minutes with ************.I spent over a hour on the phone and was told by Tracfone agent ( a woman ) that it was successfully transferred and would be available in a few days. No it never happened, I called again on 3/24/25 and had long conversation with a man who said that he had been successfully added the missing minutes and service to my account but had to wait 4-5 days. Today 3/31/25 my account showed I have zero data and So I called and spent 80 minutes on the phone with a woman who didnt know what to do and wasnt able to help.3 calls, 3 conversations and over 3 hours with no results. Tracfone has failed me a dozen times in the past, over years, they kept telling lies to me and continued to messed up my account.I just want to get my service back. PS my husband phone ************** ) also missed the data. I understand that they had a technical issue with the system but they didnt have to take away my service. See the pictures below for more information about the issue.
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 01, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you requested to transfer the service balance of your phone number ending in 8326 to your other phone number ending in 0007; however, your account was showing zero balance. In addition, your husbands phone number ending in 3976 also has missing data balance.

We reviewed your account and confirmed that you transferred the service balance from phone ending in 8326 to 0007 on 3/18/2025. However, your account was affected with the recent platform migration, which caused your balance to show zero balance. The balance is expected to appear by 3/21/2025; however, the balance did not reflect properly due to a systemic issue. We apologize for any inconvenience this may have caused you, and we have already updated the balance information of your account, with reference number **********, as well as your husbands line, with reference number 1317889313.

We spoke with you via phone number ************ on 4/2/2025, and discussed the aforementioned, and confirmed your accounts balance. However, you also mentioned that you are unable to participate in any activities to earn Loyalty Rewards points in your My Account App. We found no error in your account as we check, therefore, we submitted an escalation for further review, and advised to call you back for updates. In addition, on 4/15/2025, you mentioned having issues with calling overseas, so we submitted another escalation and agreed to call you for updates.

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 1317755063.

Based upon the foregoing, we will contact you once we received updates regarding the escalation we submitted. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 04/16/2025
I recently encountered another issue that my account has changed and my minutes and data have been lost.
Customer Answer
Date: 04/16/2025
I recently encountered another issue that my account has changed and my minutes and data have been lost.
Customer Answer
Date: 04/16/2025
I recently encountered another issue that my account has changed and my minutes and data have been lost.
Customer Answer
Date: 04/17/2025

Complaint: 23141579
--see attachments--
I recently encountered another issue that my account has changed and my minutes and data have been lost.

Sincerely,

***** *******
Business Response
Date: 04/25/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/17/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your account was changed, and your minutes and data balance were lost.

We reviewed your account; it is active and provisioned in our system. Your accounts balance corresponds to the plan you redeemed and used. We did not find any latest redemption of an unlimited plan in your account. Usage Records indicate that the phone is working and is being used.

We spoke with you via phone number ************ on 4/18/2025, and discussed the status of your account and the aforementioned. You mentioned that you should have unlimited data. We agreed to call you back since you wanted to send a proof of the balance in your account. We spoke with you again via same phone number on 4/24/2025, and informed you about your data balance. However, you mentioned that you encountered another issue about logging in to your account. With this, we agreed to submit an escalation and contact you for updates.

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 contact you once we received updates on the escalation.Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 18 2025 I ordered a ******** G 5G for just under $70.00. I paid extra to expedite shipment as the phone I have is unreliable and I have a medical condition that might require a 911 call. I have not gotten the phone as of 3/31/25 and have bought a different cell phone. I have made a least 4 calls, first trying to find out where my phone was then asking for a refund. It seems a deliberate policy for the company to ask endless questions with long periods of silence while they "check the computer". Last time I tried 3/30/25 after a half hour I was disconnected. I would appreciate your help in getting my money back. They seem to find a way not to pay back. I tried writing their VP and the address given was dead. HELP!
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 you ordered a phone and paid extra to expedite shipment but have yet to receive the package. Thus, you are requesting a refund.

Upon review, we found that on 3/18/2025, you place an order for a ******** device amounting to $69.81 with reference merchant id ************************* number 1002-2TE34C03OR. However, due to the high demand for orders, we have an unexpected delay in processing them.

Terms and Conditions state that if you purchased your Tracfone phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund.

We spoke with you on 4/06/2025 via phone number ********** and you were informed that we can no longer cancel the order since it was already in place and will be delivered the next day. You were advised to refuse the package, and a refund will be processed after the return. However, as per *** tracking number 1ZY902R60138433972, the package was successfully delivered to your address on 4/07/2025. As we check, the new device status is still new.Thus, if you want a refund, return of the package is a must. We continued communicating with you by email, ******************* per your request and a pre-paid label was created on 4/08/2025 so that you can send back the package at no cost. Reference number **********. You should receive the airbill on 4/11/2025 based on the *** tracking number 1Z85W81F0277838073. We await the return of the package for the refund to be processed.

Please be advised that upon receipt of the return package, your refund will be processed within 3-5 business days up to 30 days depending on your banking institution.

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 1317658149.

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: 04/11/2025
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 ordered a phone and paid extra to expedite shipment but have yet to receive the package. Thus, you are requesting a refund.

Upon review, we found that on 3/18/2025, you place an order for a ******** device amounting to $69.81 with reference merchant id *******************. Order number 1002-2TE34C03OR. However, due to the high demand for orders, we have an unexpected delay in processing them.

Terms and Conditions state that if you purchased your Tracfone phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund.

We spoke with you on 4/06/2025 via phone number ********** and you were informed that we can no longer cancel the order since it was already in place and will be delivered the next day. You were advised to refuse the package, and a refund will be processed after the return. However, as per *** tracking number 1ZY902R60138433972, the package was successfully delivered to your address on 4/07/2025. As we check, the new device status is still new.Thus, if you want a refund, return of the package is a must. We continued communicating with you by email, ******************* per your request and a pre-paid label was created on 4/08/2025 so that you can send back the package at no cost. Reference number **********. You should receive the airbill on 4/11/2025 based on the *** tracking number 1Z85W81F0277838073. We await the return of the package for the refund to be processed.

Please be advised that upon receipt of the return package,your refund will be processed within 3-5 business days up to 30 days depending on your banking institution.

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 **********.

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:03/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Trackphone requesting a copy of my phone calls for February 17, 2024. I needed these records for an upcoming court date. I was told it would take 40 days to complete my request. After 40 days I called Tracphone about those records for my Straighttalk accoun, which they handle. I have never received my records for this date. They claim they emailed me a file number but they did NOT. I was given a file number over the phone when I called them in February of this year. I cannot find that information so they refused to locate my records and send them to me via email. The court systems here need hard copies to verify witness testimony. Screen shots of the calls are not accepted by the courts. I had previously contacted ************ and refused to give me my records, that is why I contacted Tracphone because they handle Straighttalk accounts and have helped me in the past.I was told twice in February that it would take 40 days and the reports would be emailed to me but I have never gotten them. They now claim that they cannot look up the records because I cannot provide the file number that they NEVER sent me via email.I need those records for a court hearing on April 24, 2025.
Business Response
Date: 04/03/2025
Dear *** ******:

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 have requested the Call Detail Records for your calls on February 17, 2024, and were advised to wait 40 days to receive it via email. However, you still have not received the records yet.

We reviewed your account with phone number ending in 5728, and our records show that you contacted customer service to request for your call Detail Records on 2/13/2025. An in-depth review of your account shows that the request ID is ********. You may visit ************************************** to check the status of your request, by entering the request ID located at the bottom of the page, or contact customer service.

We reviewed the details of your request and determined that it was completed as of 3/19/2025. To retrieve the report, please follow the steps below:

If the status of your case is "Completed" you can retrieve your report. For security reasons, you must first log in and then return to this page.

LOG IN TO YOUR ACCOUNT OR YOUR CASE FILE:

If you have a Straight Talk account, log in. Then see the steps below under ONCE YOU ARE LOGGED IN.
If you do not have an account, you can still log in to your case:
Go to the Straight Talk home page. Select My Account icon near the upper right corner of the page.
Enter your email address (the one associated with your CCPA request), and then select the "forgot password" link.
Create your new password.

ONCE YOU ARE LOGGED IN: Select "Communications & CCPA" from the dashboard. Then scroll down to the California Privacy Policy section. Use the "Check Status" option to pull up your case details and a link to download the report.

We spoke with you on 04/02/25 via phone number ************ and attempted to provide assistance; however, you ended up the call and refused assistance.

We apologize for the inconveniences you may have experienced with Straight Talk Wireless 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 1317728374.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for being part of this process with Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 04/07/2025

Complaint: 23139265

I still have NOT received my phone records for February 17, 2024.

I just tried callimg the phone number ************* to contact the Miami office but it says disconected.
I tried other numbers for Tracphone asking for the ****************** in ***** but they will not give me the number.

I am evidentky going to havr to semd them a letter in the snail mail to try to gdt my records.

I tried following the directions from your office but that failed too. There was no where in the procesd to click on to download my records. Also, no check box to agree to the California policy, per the instructions.

I homestly do not unstand why Tracphone can not semd me a link in an email without jumping through numerous hoops, none of which work.

Can you supply me with a functioning phone number for the Miami office so that I can speak with a Miami personnel anf finally get my records ?
I am at my wits end on this . The court date is April 24, 2025. I need my phone recors for February 17, 2024.

Sincerely,

*** ******
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 7, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received your phone records for 2/17/2024. You followed the directions provided, and even attempted to contact the office in *****, but you failed. You further requested to receive a link with your requested information.

To assist you with your request, we attempted to contact you via phone number ************ and emails were sent to ********************** on 4/9/2025, 4/10/2025, 4/11/2025, and 4/13/2025. We were unable to reach you via call; however, we received your reply tour message. You mentioned that you are still not able to get your phone records. We made a follow-up call and email to continue providing assistance. However, we were unable to reach you and have yet to receive 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 1317728374.

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: 04/17/2025

Complaint: 23139265

I still have not received the cell phone records for February 17, *************************** about February 13, 2025.
Straighttalk keeps wanting me to "jump thtough more hoops" and stating that it would take 45 MORE DAYS to process my request.
I need these records for a court case testsmony in N.C. on April 24, 2025. Forty-five more days is too late.
I requested that they HONOR their original statement of 40 days which they stated on February 13. 2025. They have not cooperated at all.

I sent a certified letter to the Tracfone CEO in *****, ******* D. ******, rewuesting his help in this matter. I havs not received a response from him either.

I just need those records. I do not understand why I am getting the run around from this company.

I wamt to continue with my complaint so hopefull I can receive my much requested and needed records for that one day. My court testamony depends on those records. The courts will NOT accept screen shots on my pbone because they say those can be altered.

Please please help me get my cell phone records.

Sincerely,

*** ******
Customer Answer
Date: 04/17/2025

Complaint: 23139265

I still have not received the cell phone records for February 17, *************************** about February 13, 2025.
Straighttalk keeps wanting me to "jump thtough more hoops" and stating that it would take 45 MORE DAYS to process my request.
I need these records for a court case testsmony in N.C. on April 24, 2025. Forty-five more days is too late.
I requested that they HONOR their original statement of 40 days which they stated on February 13. 2025. They have not cooperated at all.

I sent a certified letter to the Tracfone CEO in *****, ******* D. ******, rewuesting his help in this matter. I havs not received a response from him either.

I just need those records. I do not understand why I am getting the run around from this company.

I wamt to continue with my complaint so hopefull I can receive my much requested and needed records for that one day. My court testamony depends on those records. The courts will NOT accept screen shots on my pbone because they say those can be altered.

Please please help me get my cell phone records.

Sincerely,

*** ******
Business Response
Date: 04/25/2025
Dear *** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 17, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you still have not received the requested phone records for February 17, 2024. You were advised to wait another ******************************************** addition,you mentioned that the court will not accept screenshots on the phone.

Please be advised that Privacy Access Reports are only available as digital files at this time. In addition, as per our previous response, your Call Detail Records request with request ID ******** is already completed as of 3/19/2025. Note that reports can only be obtained through our website. Instructions were emailed to you and you will need to log in to your account to download the file.

We spoke with you via phone number ************ on 4/18/2025, and discussed the matter with your complaint. We let you access your account to download the file; however, you mentioned that you needed to use the computer from a library near you. We spoke with you via same phone number on 4/23/2025, and attempted to further assist you. You requested to speak with a representative from **; however, please be advised that we have specific agents trained to assist variety of issues you may have. We made another attempt to contact you via same phone number and have sent an email to ********************** on 4/24/2025; however, we were unable to reach you and have not yet received your reply to our emails.

If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number 1317728374.

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: 04/25/2025
I have mailed a certified letter to the CEO of Tracfone, Mr. ******* **** ****** requesting my cell phone records for February 17, 2024 through February 18, ***************** my BBB complaint. The request is filed under the Freedom Of Information Act. It includes the statue for this request in the State of Florida.
Constitution.
I keep getting phone calls from the Phillipines and never from the Tracphone Headquarters in *****. I have relayed everyone that I only want to speak to someone in the ***** office but I never get connectes to that office.
I have NEVER received my cellphone records for the above mentioned dates. I am obviously being given the run around or being just lied to.

Please continue this complaint until I receive my records. The attorney is aware that the phone company has failed to give me my records that are needed for witness testamony in a court case in N.C.
Hopefull the written request under the Freedom Of Information Act will get me my cell phone records.
This delay or denial is uncalled for. It is very agrevating to have to deal with such a simple request.
Customer Answer
Date: 04/25/2025

Complaint: 23139265

I have mailed a certified letter to the CEO of Tracfone, Mr. ******* **** ****** requesting my cell phone records for February 17, 2024 through February 18, ***************** my BBB complaint. The request is filed under the Freedom Of Information Act. It includes the statue for this request in the State of Florida.
Constitution.
I keep getting phone calls from the Phillipines and never from the Tracphone Headquarters in *****. I have relayed everyone that I only want to speak to someone in the ***** office but I never get connectes to that office.
I have NEVER received my cellphone records for the above mentioned dates. I am obviously being given the run around or being just lied to.

Please continue this complaint until I receive my records. The attorney is aware that the phone company has failed to give me my records that are needed for witness testamony in a court case in N.C.
Hopefull the written request under the Freedom Of Information Act will get me my cell phone records.
This delay or denial is uncalled for. It is very agrevating to have to deal with such a simple request.

Sincerely,

*** ******
Customer Answer
Date: 04/25/2025

Complaint: 23139265

I have mailed a certified letter to the CEO of Tracfone, Mr. ******* **** ****** requesting my cell phone records for February 17, 2024 through February 18, ***************** my BBB complaint. The request is filed under the Freedom Of Information Act. It includes the statue for this request in the State of Florida.
Constitution.
I keep getting phone calls from the Phillipines and never from the Tracphone Headquarters in *****. I have relayed everyone that I only want to speak to someone in the ***** office but I never get connectes to that office.
I have NEVER received my cellphone records for the above mentioned dates. I am obviously being given the run around or being just lied to.

Please continue this complaint until I receive my records. The attorney is aware that the phone company has failed to give me my records that are needed for witness testamony in a court case in N.C.
Hopefull the written request under the Freedom Of Information Act will get me my cell phone records.
This delay or denial is uncalled for. It is very agrevating to have to deal with such a simple request.

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 25, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you still have not received the records you requested and that your request to speak with someone from the office in ** is still not granted.

As per our previous response, please note that our agents are trained to assist you with various issues you may encounter with our service. We also have agents who are specialized to resolve specific issues to address customer concerns. On the other hand, your Call Detail Records request has been completed already. Please follow the provided instructions to download your requested file.

We spoke with you via phone number ************ on 4/30/2025, and assisted you in getting the Call Detail Records. You were able to access and printed out the files. In addition, the files were also sent to your email.

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 1317728374.

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: 04/30/2025
Today, April 30, 2025 I spoke with Jesa at the ******************* She helped walk me through the straighttalk web site on a library computer. I finally was able to access and download a ********* zipper file and copy it with a printer I also saved this file to my email.
I later spoke with Ms ****** also at the ****************** and she stated that they will work on the process of customers being able to more easily access their phone records.
I later went onto my email account and found two files which held my phone records that I had requested back in February. It seem odd that those files could not have been sent to me sooner.That would have saved a lot of time and headache. So my massive effort to obtain my phone records has finally born fruit. I should not have had to go through this torment but I did achive the outcome that I desired.
I hope that the BBB can notify Mr. ******* CEO and President of Tracfone that this action was resolved finally.

Customer Answer
Date: 05/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Today, April 30, 2025 I spoke with Jesa at the *********** office. She helped walk me through the straighttalk web site on a library computer. I finally was able to access and download a ********* zipper file and copy it with a printer I also saved this file to my email.
I later spoke with Ms ****** also at the ****************** and she stated that they will work on the process of customers being able to more easily access their phone records.
I later went onto my email account and found two files which held my phone records that I had requested back in February. It seem odd that those files could not have been sent to me sooner.That would have saved a lot of time and headache. So my massive effort to obtain my phone records has finally born fruit. I should not have had to go through this torment but I did achive the outcome that I desired.
I hope that the BBB can notify Mr. ******* CEO and President of Tracfone that this action was resolved finally.

Sincerely,

*** ******
Initial Complaint
Date:03/31/2025
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.
Purchased a tracfone from local ( *****************) ******* on 3/17/2025. Contacted tracfone on 3/18/2025 in an attempt to activate new phone and have it unlocked. I was not going to purchase a plan from tracfone to be my network carrier and I was told I would have to pay a fee to opt out of purchasing a tracfone plan and it would cost me $150.00 plus tax to have my phone unlocked. On 3/18/2025 I used my BECU debit card to pay the fee and it posted on my bank statement on 3/20/2025. The customer representative informed me it would take from ***** hrs to receive my unlocking codes or on 3/20/2025. I did not receive my codes within the allotted time so I called them back on 03/21/2025. The customer service representative said the codes were not available yet but he would expedite the request and I would have them in ***** hrs. I recieved no unlocking codes within this time frame and no response from tracfone. I called the tracfone customer service representative again on 03/24/2025 and was informed that there was still no codes and that he would expedite the request and I would have to wait another ***** hrs. With still no response from tracfone after another 48 hrs I reached out to them again on 3/26/2025 and received the same information. This pattern of deceit was also repeated on 03/28/2025 and today on 3/31/2025. The company refuses to inform me of the problems as to why they won't unlock the phone and also refuses to refund me the charge I paid to have the phone unlocked. I am 73 years old and I have a heart condition so having a phone to use when I leave my residence is imperative. I have now not had a usable phone for 2 weeks and if I leave my residence and my landline I could put myself at risk.
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 March 31, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a TracFone phone from ******* and intended to have it Unlocked by paying the unlocking fee. You paid $150 to unlock the phone; however, you still have not received the unlocking codes despite contacting customer service multiple times.

We reviewed the account and determined that the phone you purchased has not been activated nor unlocked successfully. A ticket to process your request to unlock the phone by paying for the unlocking fee, was created on 3/18/2025 with reference number 1316687986.However, the device remained in Locked status. An escalation to process your unlocking request was submitted on 4/1/2025, and we agreed to contact you for updates.

We spoke with you via phone number ************ in multiple occasions on 4/4/2025,4/7/2025, and 4/9/2025; however, the escalation is still pending and our ******************** team is still working on the case.

We spoke with you again on April *******, via same phone number. You mentioned that the ******************** were not able to provide further information as to why the phone cannot be unlocked.We advised to call you back as we will make a follow-up and prioritize the escalation we submitted.

On 4/11/2025, we received an update indicating that the phone is already unlocked without a need for an Unlocking Code. Please power the device off and back on, connect to WiFi and insert a non-branded SIM card to the phone.

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 1317739167.

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: 04/11/2025

Complaint: 23140044

I am rejecting this response because: I have recieved several phone calls from tracfone ( ***** emp # ******) . He has been unable to provide me with any information to resolve this situation. Since I filed this complaint I have been told to wait an additional 24/48 hrs on 11 more occasions. This morning ***** asked me to call mint mobile ( my current network carrier) and have them see if my sim card is compatible with my new phone or if they needed to issue a new card. I contacted mint mobile and they ran a diagnostic on the phone and informed me that the sim card I had was fine but the diagnostic showed that the phone was locked by the manufacturer. Mint transferred my call to ********. I talked to the technical department at ******** and was informed that the phone was being locked by Tracfone and they had not released unlocking codes because they hadn't received a request from tracfone. ******** suggested that I contact the unlocking **** at tracfone. I have contacted the unlocking **** at Tracfone more than 20 times since March 18 and they refuse to provide me with any information other than wait another 24/48 hrs. The unlocking **** refuses to provide to me any supervisor, name of the person who is supposed to be contacting ********, name of any persons at ******** who tracfone has requested unlocking codes from and is refusing to forward me to anyone in the refund or reimbursement ****. They also refuse to provide to me any reasons for the lack of a resolution to this matter.
In the response from the business they suggested that I use a non branded sim card, shut the phone down , restart the phone and check the wifi connectivity. I did this myself and with the customer service representatives at mint mobile with no results. So no I don't accept their response and since I have been without a cell phone for 24 days I will be more than happy to accept a refund from Tracfone and will attempt to purchase a different phone from a reputable company.

Sincerely,

***** ******
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 *******, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you have exhausted all possible means to have your device unlocked but with no success. Therefore, you now prefer to receive a refund and just purchase a new device.

We spoke with you on 4/16/2025 via phone numbers ********** and **********, and discuss your phones unlocking request. However, you decided to get a refund instead. With that, a refund escalation was filed with reference number **********. Please know that the refund was processed on 4/22/2025 amounting to $165.15. Refund confirmation ID ****************. These credit posts usually occur within 3-5 business days after processing, and you may contact your bank for the verification of this credit posting.

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 1317739167.

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:03/31/2025
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.
Ive had service with no issues for over a year, but recently I encountered a problem when my data stopped working. I called the next morning at 8 am, and I spent an unreasonable amount of time on the phone throughout the day due to long hold times, unnecessary transfers, unreturned calls, and hang-ups and off the phone at around 8pm.Waited until Monday morning to call back after 10 or so different representatives I finally spoke with *******, refused to connect me with a manager or even to escalate the issue to a higher tier of support that might actually understand the ********** the end of the conversation, ******* threatened to refuse to write the support ticket for escalation if I continued to be sarcastic. I havent had service since Friday, and today is Monday.I would like to be refunded for the service i paid for the month and didn't receive in order to continue service with a different company
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 March *******, regarding BBB Case number ******** complaints.

Your complaint states that you had a data issue and customer support was unable to resolve it. Therefore, you request a refund for your service.

We attempted to locate your account by utilizing our tools using your name, 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 attempted to contact you multiple times via phone ************ and email, ********************* on 04/03/2025, 04/04/2025,04/07/2025, 04/08/2025 and 04/13/2025 but with no success. We have not heard or received any response 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 1317822270.

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:03/31/2025
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.
In December 2024, I acquired ******** and data plans. Unfortunately, I received incompatible SIM cards, which prevented me from activating the service. I subsequently requested a refund and was informed that it was necessary to return the kit, which I duly did. Following this, I was assured that I would receive a refund by mail. However, upon my follow-up call today, I encountered an unprofessional customer service representative who was uncooperative. She did not allow me to express my concerns and remained silent after a brief exchange. I was later informed that assistance could not be provided from their end.
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 03/31/2025, regarding BBB Case number ******** complaint.

Your complaint states that you acquired a SIM card kit and data plans; however, those were incompatible with your phone. Therefore, you requested a refund and returned the product per instructions.However, you still have not received the refund, and you were not assisted accordingly when you inquired about the updates.

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

We reviewed your order with order ID ***************;it was placed on 12/28/2024 amounting $97.07. The package was delivered to your address on 1/2/2025 per *** tracking # 1ZY902R60236117842, and were returned to our warehouse on 2/13/2025 as per tracking # 1ZA3W1920352217454. Our records show that multiple attempts were made to process the refund request; however, the requests failed to be processed.

We spoke with you on 04/03/2025 via contact phone number at ************; and submitted a ticket to credit the fund back to your account, with reference ticket # **********, and advised to contact you for updates. Then, we contacted you again on 04/05/2025 via same phone number, and you indicated that you no longer have access to the card used to make the payment. Therefore, we created a ticket to send the refund via check, with reference number **********. Please note that refunds will be processed within 7-10 business days; however, it may take up to 30 days,

We attempted to contact you via same phone number and have sent an email to ******************* on 4/10/2025, to discuss the updates. We were unable to reach you via call; however, we received your response via email, acknowledging the refund process.

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 1317654639.

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: 04/25/2025
I dnt want the case closed out until I receive the check because I've been told this before. Thanks
Customer Answer
Date: 04/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I was told that I will receive a physical check. I'm still waiting for it.

Sincerely,

****** **
Initial Complaint
Date:03/31/2025
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.
Taken by phone staff CM. Consumer states she purchased a card online 7/16/25 for $19.99 from Tracphone. Consumer states her card will not activate. She has called phone number ************ five times and had to leave messages because no one answered the phone. Consumer states she did not receive a return call or any other correspondence. Consumer states this has happened before but it was corrected.
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 March *******, regarding BBB Case number ******** complaint.

Your complaint states that you purchased an airtime card but were unable to use it. You tried calling customer care for assistance, but the issue is still unresolved.

Upon review, we found a TracFone account with phone number ending in 0060; it is active and well provisioned in the network. The record shows that a new refill was made on 3/26/2025 using the $19.99 airtime plan and it was successful. However, we found reports that the service was not working although this was resolved on 4/03/2025 as per reference number 246220041.

We attempted to contact you multiple times via phone number ************ on 4/01/2025, 4/02/2025, 4/03/2025, 4/06/2025 and 4/09/2025; however, we were unable to speak or heard 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 1317667095.

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:03/31/2025
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.
Back in Feb I switched phones all ******* had to offer at our ******* was total. So I switched phones and number and with great difficulties had to pay 3 separate times to get it turned on. No reimbursement for at least 2 payments they said I would not be billed again until may 23. We'll they took it out for the 40 dollars this month and not the 35 dollars for auto enrollment. Went to look at account history and they have literally stole from me extra 750 for what?
Business Response
Date: 03/24/2025
March 24, 2025
Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************
RE: Complainant: ****** *******
Complaint Number: 23102040
Dear Ms. **** *.:
Thank you for contacting **************************** Relations regarding ****** *********
compliant. In her/his complaint, received on March 22, 2025, about her bill. She claimed she
switched to Total Wireless in February of 2025 at a ******* location. When she switched her
services, she experienced multiple issues and made three separate payments to have her services
activated. She stated she has not been reimbursed for two payments and was advised she would not
be billed until May 23, 2025; however, additional funds were withdrawn via automatic payments. Ms.
******* requested additional assistance with a refund from Total Wireless.
Upon further review, **** determined the customers concern should be addressed by our Tracfone
team. Per BBB guidelines, please forward ****** ********* complaint to the appropriate Verizon
Team.
Email: ****************************************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any
inconvenience this has caused.
Sincerely,
Breya
Verizon Executive Relation

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 March 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you switched phone and number to Total Wireless back in the month of February. However, there were problems encountered during the service activation and you had to pay 3 separate times. You were informed that you will not be billed until May 23, 2025, but a payment was taken from your account for this month with no discount from auto refill and extra charge of $750.

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, we have confirmed that there were multiple payments processed to your account on February to activate your service. However, only 1 month of service was added successfully to your account, which caused a payment processed automatically through your auto refill on March 22, 2025. Further review shows that the plan that was initially added to your account was a data plan, which only provide service for hotspot device. On the other hand, records show that no auto refill discount was applied due to the plan enrolled. Please be advised that Total Wireless Auto refill discount is only available for $55 and $65 Total Wireless phone plan. The $40 auto refill discount is only available for TW hotspot plan.

Furthermore,the $750 transaction recorded on your account was from your Loyalty Reward Points redeemed on March 21, 2025. It was a system error that caused the transaction reflecting on your payment records. Rest assured that no charges were taken from your account with the said amount and we are currently fixing the error in our system to avoid further confusion.

We spoke with you on April 7, 2025, by phone number **************. During your conversation with one of our representatives, you were advised that a service plan was already added on your account reserved thus you no longer need to pay for you next month service. Moreover, a refund will be processed for the other charges that was not added to your account.

On April 8, 2025, a refund has been successfully processed in the amount of $40 with refund confirmation number 42930175E92FT1GP. The credit posts usually occur within 3-5 business days after processing, please feel free to contact you bank for verification of the credit posting.

We have further review the service on your reserved to ensure no service interruption on your account with your next service refill, but we identify the plan on reserved was the plan that was added to your account during your initial activation, which cannot be added automatically to your account since it is hotspot compatible service plan. Thus, we made our follow-up call to you on April 10, 2025, to offer a refund for the incompatible plan added. However, we were no longer able to get hold of you again and we have not received a response from the email we have sent.

Thus,to better assist the concern, we decided to convert your service plan on reserved from Total Wireless hotspot compatible plan to Total Wireless $40 -Unlimited Talk, Text and Data / Monthly plan. The plan added should automatically refill your service that will provide your account with active service until May 23, 2025.

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 1316708256.

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

Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/30/2025
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.
Purchased my device about 2 months ago and unlimited calling, data, and texting for 1 year came with my phone purchase thru Tracfone. Since the day of purchase, I have never been able to get online or send/receive texts without being connected to WiFi. I've spoken to many **** about this to try resolve these issues, I just get passed around and issues are getting worse and worse.
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 March *******, regarding BBB Case number ******** complaint.

Your complaints states that since you activated your phone with an unlimited plan, you are unable to access data and send/receive text messages.

Upon review, we found your TracFone account with phone number ending in ********************************* the network. The record shows that the phone was not activated with an unlimited plan but rather a $125 airtime plan which provides 1500 talk minutes, 1500 text units and 1536 MB data with 365 service days. We thoroughly checked the account and found no unlimited plan added to it. In addition, your balanced information shows that you have no data allocation left but you should still be able to send/receive regular text messages. With the aid of our ****************** and **************************** it was confirmed that you have used up your data allocation; thus,to make your data connection working without the need to connect to a Wi-Fi,please add more data plan to your phone. Meanwhile, the usage report shows that text messaging is working; however, if you have any concerns, then it would be best for us to speak with you.

We attempted to contact you via phone number ********** and email, ****************** on 3/31/2025, 4/4/2025, 4/5/2025, 4/8/2025 and 4/10/2025 but we were unsuccessful. You have not responded to all our calls and emails 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 1317583394.

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:03/28/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
03/00/2025 I received a free phone from Straight Talk on their website.03/22/2025 Bought Unlimited Gold Plan with ************* membership at Straight Talk website for $55 reduced to $50 ************************** they can't seem to find the membership included with the plan.
Customer Answer
Date: 03/31/2025
---see attached--
I have the shipping label from Straight Talk when they sent my SIM Kit and invoice for Unlimited talk and text Gold plan.
Looks like they shipped from ********** IN.

Attaching copies of Shipping, etc.
Business Response
Date: 04/08/2025
Dear ***** ****:

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

Your complaint states that you bought the $55 Unlimited Gold Plan that offers a free ******** membership, but you are unable to use or activate it.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Normally, after you add an eligible Straight Talk plan to your account, you should receive an *** with a link to activate your Walmart+Membership. However, if you did not receive the *** after adding an eligible service plan to your account, you can always text ******* to ****** to have the link sent to your phone and to learn more. Know that when you click the link, you will need to login to your Straight Talk account. If you do not have an account, you can easily create one. Once you are logged in, you will be redirected to the ******** site to create your ******** account. If you are a current ******** member, you can use your same credentials. For more information you can visit the Straight Talk website and go to Extras.

Upon review, we confirmed that your Straight Talk account is active and currently uses the $55 airtime plan which offers the *******+membership. With that, it would be best for us to speak with you.

We spoke with you on 4/01/2025 via phone number ********** and an email instruction was forwarded to her to complete the *******+membership activation. A callback was set the next day for confirmation. Upon checking, the record shows that ******** subscription is still ready to enroll,and activation link has not been clicked on. With that, an escalation was filed with reference number **********. We made attempts to reach you back on 4/03/2025 but we were unable to reach you. However, you responded to the email message sent via ******************* stating that you no longer need to resolve this issue with Straight Talk.

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 1317571799.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/08/2025

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 believe they are an honest business with no malice intended. I don't know why but all attempts to resolve with their support team failed on my end.
I will call them.
Sincerely,

***** ****

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