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

Submit a Complaint

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

Initial Complaint
Date:03/28/2025
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.
Please see the attache support document in which covers this complaint.
Customer Answer
Date: 04/02/2025
---see additional consumer letter attached---
Business Response
Date: 04/02/2025

Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 28, 2025, regarding BBB case number ******** complaints.

Your complaint states that you have been receiving voicemail notifications although you did not set up your TracFone Voice Mail. You already tried to clear-up your voicemail, but you keep on getting a new pop-up. Upon contacting customer service to resolve the issue, you received no resolution and the issue remains unresolved.

We sincerely 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 were able to further review your concern,and an update was made on your account to reset your voicemail.

We spoke with you on April 2, 2025, by phone number **************. During our conversation, you mentioned that the update made a positive result with your concern. You have confirmed that your voicemail has been reset successfully. Moreover, we discussed further regarding the unauthorized activation of your voicemail and your phones APN concern.

Please note that we take note of all your concerns, and we will take appropriate action to avoid further issues to the accounts under our network.

We are delighted that we were able to resolve the issue; we appreciate your patience and time working with us in resolving the matter.

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 1317575254.

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

Thank you for being part of this process with TracFone Wireless.

Sincerely,

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

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. See attached 3rd letter of gratitude and resolution!

Sincerely,

******* ********
Customer Answer
Date: 06/05/2025
Back in early April you assisted me with a complaint with TracFone.

Just today the exact same thing happened, which means that TracFone, only temporally fixed the problem and now they sent out another update which broke my phone app one again, and I am unable to get their normal call center etc. to respond.
Business Response
Date: 06/12/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 05, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you experienced the same issue you had previously regarding your voicemail. In addition, you are unable to contact customer service for assistance.

Upon review, the account shows active and well provisioned in our system. There is also visible service usage. We apologize for any inconvenience this may have caused you, and we have already made an update in your account.

We spoke with you on June 12, 2025 via phone number ************, and let you reboot the device to apply the updates.The issue has been resolved and the voicemail notification has been removed,confirming that the device is set up properly.

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

Please refer to email reference number ******* or Ticket Number 1317575254.

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: 06/13/2025

Complaint: 23129685
--see attached letter--

I am so sorry to bother you again, but this TracFone was fixed and after only four hours it ERRORED once again. Can you pass on the attached letter of notification and request for assistance again for me?

Please

Sincerely,

******* ********
Business Response
Date: 06/20/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/13/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the previous error you have in your phone reoccurred and you are requesting assistance again regarding this matter.

We spoke with you via phone number ************ on 6/17/2025, and discussed the matter with your complaint. We did some troubleshooting steps to attempt in disabling the voicemail notification; however, our process was hindered since we required access to a tool needed to complete the update. We called you back later on the same day, and have sent an email to ****************** however, we were unable to reach you, and have not yet received your reply to our email.

We will make more attempts to reach you in the following days, to provide further assistance and confirm the resolution of this case.

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 **********.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 06/23/2025

Complaint: 23129685

---see attached letter of rebuttal----

Sincerely,

******* ********
Customer Answer
Date: 06/23/2025

Complaint: 23129685

---see attached rebuttal letter---

Sincerely,

******* ********
Business Response
Date: 06/30/2025
Dear ******* ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 23, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did try to contact customer service using the hotline number provided; however, you were not assisted accordingly, and your issue remained unresolved.

As reviewed, your account is active and provisioned in our system. In addition, we can confirm that the voicemail feature of your account has been disabled. Usage Records also indicate that service is working and is being used.

We spoke with you via phone number ************ on 6/25/2025, and discussed the status of your account and service concerns. You confirmed that the issue has already been resolved by the previous representative who assisted you; however,you expressed your dissatisfaction regarding this matter and how it was handled. We apologize for any inconvenience this may have caused you. Please note that the voicemail feature is included in the service plan; therefore, if the voicemail is set up in your phone, it may be reinstated once a new service plan is applied.

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 1317575254.

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: 07/10/2025

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. See attached letter of resolution.

Sincerely,

******* ********
Initial Complaint
Date:03/27/2025
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.
TOTAL WIRELESS IS RUNNING A SCAM ON THE $55 PLAN IT DON'T COME WITH UNLIMITED DATA AND HOTSPOT THE ONLY THING COME WITH UNLIMITED TALK AND TEXT AND EVERY SINGLE TIME I KEEP TELLING THEM I'M NOT GETTING MY FULL SERVICE PLAN I'M GETTING HALF OF THE PLAN THE ONLY THING THEY KEEP TELLING ME TO DO IS TURN THE PHONE OFF AND BACK ON I KEEP TELLING THEM THAT NOT WORKING AND THEY JUST DON'T UNDERSTAND ENGLISH ON THE THE WHOLE ENTIRE COMPANY IS NOT BASE INSIDE THE UNITED STATE IT BASE OUTSIDE THE UNITED STATE THAT GOING KEEP SAYING THE **** WORK WITH TOTAL WIRELESS THEY DON'T HAVE TO TRANSFER TO ANOTHER PERSON THEY DON'T HAVE THE ****S TO TRANSFER TO A UNITED STATE PERSON THEY DON'T HAVE THE ****S TO TRANSFER TO A ENGLISH U JUST GOT TO HANG UP CALL AGAIN WHICH THIS DON'T MAKE NO SENSE THE WHOLE ENTIRE FOREIGN DEPARTMENT IS NOT TOTAL WIRELESS THE ONLY THING THEY CAN SAYING THEY DON'T HAVE THE ****S WORK WITH TOTAL WIRELESS TURN PHONE OFF AND TURN BACK ON
Business Response
Date: 03/20/2025

Dear BBB,

Thank you for contacting ******** Office of Executive Relations regarding Stacy ************ complaint. In her/his complaint, received on 03/20/2025, regarding her ******* Wireless account.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward ***** ************ complaint to the appropriate ******* Team.

Email: ***********************************************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
******* Executive Relations Team
Business Response
Date: 03/20/2025
Hello,
Our response is attached.
Thank you
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 20, 2025 regarding BBB Case number ******** complaint.

Your complaint states that you were not able to fully use the mobile data and hotspot data that came with the $55 Total Wireless unlimited plan you redeemed. In addition, you were not assisted properly when you contacted customer service for assistance.

When assessing the quality of the customer's experience regarding their service, please note that TracFone and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There may be limited or no coverage in the areas shown in the coverage area. Within coverage areas,there may be significant limitations or interruptions in coverage that may result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this,including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions,weather, and other factors.

We reviewed your account with phone number ending in 5979; it is active and provisioned in our system with the Total Wireless $55 unlimited plan, which includes unlimited talk, text, data and 15 GB of hotspot for 30 days. Our records show that you have reported the issue regarding your service several times, and multiple tickets to replace and extend your service, were created as part of the process.

We spoke with you via phone number ending in ************ on 03/28/2025, and discussed the status of your account and service concerns. You mentioned that several troubleshooting steps were done, but the issue, specifically your hotspot utilization, still has not been resolved. With this, we let our Network Specialist team review your network provisioning; however, no discrepancies were found, and they were unable to reach you for assistance.

We were able to reach you again on 04/04/2025 via same phone number. As per conversation, you mentioned that a progress has shown upon using your service but you had experienced a slow internet connection. We agreed to contact you again once we have someone from the Network Specialist team to review your account; however, we were unable to reach you. We have also not yet received your reply to the emails we sent to ******************************* need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact *****************************. 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 1314148851.

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:03/27/2025
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.
Please See Attachment
Click here to Get the File - use the Password: 232E6C5B
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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 27, 2025, regarding BBB case number ******** complaint.

Your complaint states that for the past 4 months you have not received your 200 minutes from your $20 monthly prepaid 30-day auto refill plan with Net10 Wireless. Upon contacting customer service, you were informed that it was applied but upon checking your account, you were unable to see those minutes.

In our review, our records show that your account is currently active with sufficient balance. Your monthly auto refill benefits were also properly added to the account, and we see no issue with your current total balance. Thus, it would be best to speak with you directly.

We have attempted to reach you multiple times by phone number ************** and email at ***************** on 03/28/2025, 03/30/2025, 03/31/2025, 04/02/2025, and on 04/06/2025. However, you were unable to answer our calls and respond to your emails.

Please know that we are more than willing to assist you with the concern, however, due to the nature of the issue, it would be best to speak with you directly.

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 1317398283.

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

Thank you for choosing NET10 Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/15/2025

Complaint: 23122951

I am not willing to contact Net 10 or respond to them any more either by phone or via email. This has been ongoing for at least five months and nothing has been resolved. They have been rude to me and the individuals at ********** for Independent Living who have been assisting me to try to straighten this out. After contacting them each month and having them assure me that the minutes would be applied to my account in a few days which never happened I decided on this course of action.

I will not respond to their emails or calls anymore. It eats up my minutes, gives them a chance to be rude to me and changes nothing because I never get the minutes I pay for.They have stated that my account is active and that I have sufficient balance not sure what that means but they are taking money out of my account each month ($20) for which I am not getting any minutes in my opinion that is FRAUD.

To date I have yet to receive any additional minutes for the last five months despite the fact that they have continued to take money from my bank account for my monthly payment.
I just want this to be resolved. It has added a lot of stress to my life so the quicker it is resolved the better.

Thank you

******* ******

Sincerely,

******* ******
Customer Answer
Date: 04/22/2025
Since our last contact via email with Net10 nothing has been resolved. I
have made it quite clear that I will not accept anything less than what
I pay for. In the past five months I have received no additional
minutes yet they have continued to debit my bank account each month.
Their plan is actually $16.65 a month with tax & other charges the
amount of money coming out of my account which is the equivalent of a
$20 plan. They have refused to address the issues at hand, they
continue to be rude to me and the indivuals who reach out to them on my
behalf. I still wish to purse this matter: I am paying for a service
that I am not getting and I would like the Better Business Bureau to
resolve this please. There is no reason for any more conversation
between us Net10, myself, or anyone reaching out to them on my behalf. I
have documentation from my financial institute, as well as their own
website as proof of payment and minutes not having been applied to my
account.
Business Response
Date: 04/28/2025
Dear ******* ******:

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

Your follow-up complaint indicates that you still have not received additional minutes despite paying for your service monthly for the last five months.

We reviewed your account with phone number ending in 5820; it is active and provisioned in our system. It is enrolled in the auto-refill with a monthly plan with 200 minutes. Our records show that the minutes were added every month.

We attempted to reach you via phone number ************ and have sent emails to ***************** on 04/17/2025,04/18/2025, 04/20/2025, and 04/25/2025, 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 ****. 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 1317398283.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10 Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 04/29/2025

Complaint: 23122951

The consumer provided the following response to the BBB verbally:

"I do not see that you are adding the 200 minutes each month. Please provide me with a date you added the minutes so that I can look at my account on that date. I am not showing in my account that the minutes are added monthly."

Sincerely,

******* ******
Customer Answer
Date: 04/29/2025

Complaint: 23122951

The consumer provided the following response to the BBB verbally:
"I do not see that you are adding the 200 minutes each month. Please provide me with a date you added the minutes so that I can look at my account on that date. I am not showing in my account that the minutes are added monthly."

Sincerely,

******* ******

Business Response
Date: 05/08/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/29/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you are not seeing the 200 minutes being added to your every month,and you wanted to get the dates so you could look for it in your account.

Based on our records, your service plan is added every 20th of the month. Latest transaction was recorded on 4/20/2025.

We attempted to contact you via phone number ************ and have sent emails to ***************** on 4/30/2025, 5/2/2025, and 5/5/2025, to discuss the status of your account.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 **********.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing NET10 Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:03/26/2025
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 purchased a cell phone from tracfone. I received it and returned it because i wanted to upgrade to a better model. They received the phone and signed for it on 2/27/25 - signed by *****. Please see below *** Tracking #. I have emailed and called them and they will not take my calls or respond. The item returned was unopened and brand new. They now have the phone and my money.
Business Response
Date: 04/02/2025
Dear Lumi *******:

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 returned your order, and it was received on 2/27/2025 but you have yet to receive a refund.

Upon review, your order was placed on 2/20/2025 and it was delivered to your address on 2/24/2025 via *** tracking number ********************* per your return tracking number 1ZR4R2680359209786, we had your package on 2/27/2025.

In an in-depth review, we found that a refund request was created on 3/27/2025 with reference number **********. The refund was approved on 3/28/2025 amounting to $126.44 with refund confirmation ID ************************ know that this credit posting usually occurs within 3-5 business days after processing and you can contact your financial institution for its verification.

We spoke with you on 3/31/2025 via phone number ************ and discuss your refund request. You confirm that the refund was processed and completed on 3/30/2025. No further assistance required.

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 1317341739.

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: 04/04/2025

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,

Lumi *******
Initial Complaint
Date:03/26/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need help recovering talk minutes and text messages lost from my account with **********************. Someone has hacked my password and stolen my pre-paid minutes. When I called customer service they were unable to help me. So I wrote a letter to ****: Executive Resolution Department9700 N.W. *************************** Have not heard anything back from the company since then.
Customer Answer
Date: 03/26/2025
I did forget to mention that I would also like to get my data back with my minutes and texts that were stolen.,
The previous pictures I sent indicate the amount of data that was taken. Core to the issue with this theft is
that Tracfone wireless only allows 8 digit passwords. Making it easy for hackers to do a brute force attack.
To guess my password, which was gibberish, but only 8 digits.
Customer Answer
Date: 04/01/2025
After not getting a callback from Tracfone I called them today. They are still waiting to receive
guidance from management on how to address my complaint. I advised them that if I receive a check
for $100 and half my stolen minutes, texts and data back to my account then I will be ok.
On 2-1-25 my Tracfone account had
9992 minutes, 8924 text messages and 2.89 GB of data available.
Per their website "Current pricing" that is
$200 for the minutes value
$45 for the texts value
$10 for 3GB of data. Total $255 stolen from me.

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 ******** complaint.

Your complaints states that someone hacked your password and stole your talk minutes and text messages. Thus, you are requesting assistance to recover them.

Upon review, the record shows that your TracFone account is active and provisioned in the network. We found that your account balance has 89 minutes and 71 text units. In addition, we found records that the service is being used.

We spoke with you on 3/28/2025 via phone number ********** and you stated that 9992 minutes, 8924 SMS and 2.89 GB data were deleted from your account. With that, an escalation was put in place to have the information given verified. On 4/02/2025, a positive response was received regarding the matter. We made a follow-up call to you and updated your balance information with reference number **********.

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 **********.

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: 04/09/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:03/25/2025
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.
Consumer provided information via phone to BBB staff. Consumer purchased the phone on 6/1/2024. The phone overheats, the volume changes on its own to silent. If the consumer tries to answer an incoming call and puts a current call on hold, both calls drop. On occasion, the ringer does not work. The consumer is seeking a new unused phone.
Business Response
Date: 04/02/2025
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 the phone you purchased on 6/1/2024, now shows multiple device issues, so you are seeking to get a new phone.

We reviewed your account with phone number ending in 1486; it is active and provisioned in our system. We determined that the device is an iPhone 11, and was initially activated in June 2024. In addition, the device is still within the 1-year basic warranty.

Please be advised that Straight Talk Wireless Terms and Conditions indicate that New Apple iPhones are covered by a one-year limited warranty offered and administered by *****. Please visit ********* for more information.

We spoke with you on 03/29/2025 via phone number ************, and discussed the status of your account and service concerns. Please take note of the aforementioned information, and contact ***** for further assistance regarding the device issues you encountered with your iPhone device.

If you should still require assistance, you ************** 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 **********.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I checked my TracFone balance today, March 24th 2025. It had zeros for data, phone minutes and texts. I called TracFone to get my minutes back in my account. After a long hour or 2 they will not return my minutes. I take screenshots right before I add new minutes to my plan. That way I can tell when it's been updated because the amounts will be higher than what I had. So I have my last screenshot before I added more time in March 12th 2025. They never asked me to send proof, which I have. So after telling me they would not return my minutes, I purchased another 60-minute card through ****** and put it on my phone and my minutes did not increase. It's still zero. I called him again. He said that they were going to work on it and give me a call back. Feel like I'm getting the runaround and there's another 20 bucks that I'm out of and no minutes to show for it.
Business Response
Date: 04/02/2025
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 your balance displayed zero even after adding a new plan to it and upon calling customer support, the issue was still left unresolved.

Please know that due to a migration of TracFone customers to a new platform in the backend, balance inquiry may fail or show as zero during the migration period. During the migration some transactions may fail and need to be reprocessed like activation, reactivation and redemption. We apologize for any inconvenience you may have experienced. Rest assured we are here to help.

Upon review, we found that your TracFone account is active and well provisioned in the network. However, the balance information of the line only shows the current refill made. With that, it would be best for us to speak with you.

We spoke with you on 3/26/2025 via phone number ************ and discuss your complaint. However, you decline the assistance we offered since someone was already working on your case. To this date, we can see that your balance information has been updated. Reference number **********. If you still need to verify this, you can text the keyword BALANCE to 611611.

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 1317248974.

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: 04/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:03/23/2025
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.
Have continuously paid for services I am not seeing provided to whit my service plan is to include mobile Hotspot and has not. I have called and sought assistance, as well as filing a complaint. I know of myself and two others with the same issue
Business Response
Date: 04/09/2025
Dear ****** ***** Jr:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 24, 2025 regarding BBB Case number ******** complaint.

Your complaint states that you are continuously paying for your service plan which includes mobile hotspot; however, you are not seeing it in your account.

We reviewed your Straight Talk account; all lines are provisioned in our system, and are active with the $45 30-day unlimited plan which includes 10GB of Hotspot. Usage Records also indicate that the phone is working and service is being used. On the other hand, we found no usage for the hotspot feature on some of the lines.

We spoke with you on April 8, 2025 via phone number ************, and discussed the aforementioned. We performed troubleshooting, and were able to fix the issue regarding the mobile hotspot. However,you asked for a compensation for the unused service for 2 months. As a courtesy, we extended the service to the affected accounts, with reference numbers ********** and 1318191203.

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 1317138333.

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

Sincerely,

Executive *********************
Initial Complaint
Date:03/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered an iphone13 and a service plan from straight talk and when I received the package there was nothing in the box. It was empty so I called them and they told me I had to file it with my local police department and get a case number so I did . Called them back and they told me I had told get a copy of the report and send that to them. That is where it stands now. I feel like I am getting the run around from them. I would just like them to refund me my money and I will never do business with them again. Thank for your help with this issue.
Business Response
Date: 04/01/2025
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 ordered an iPhone 13 and a service plan at Straight Talk but what you received is an empty box. You filed a report on the matter with your local police department and was given a case id. You are requesting a refund for the said order.

Upon review, we found that you place your order on 2/28/2025;it was for an iPhone 13 and a $45 airtime plan which cost $316.79 with merchant id ****************************. Reference order number *********. As per *** tracking number 1ZY902R60237502594, your package was delivered on 3/06/2025.

In an in-depth review, we found that a report was made regarding your lost/stolen package with reference number **********; you were provided with how the process works but refuse to follow.

We attempted to call you on 03/24/2025, 03/25/2025,03/26/2025, 03/27/2025, and 03/30/2025 via phone number ************ and e-mails were sent to *********************** However, we were not able to reach you, and you have not responded to our correspondence. Nonetheless, the record shows that you actually file a dispute on the said order and a chargeback was processed on 3/27/2025.

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 1317108282.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The date is ongoing. It is happening right now. I have a Tracfone and have had it for some time. I have a plan that they send me $11.44 worth of extra minutes every month to make sure I don't run out. I have never run out. Tracfone shut off my phone back in January. I was given no notice and no warning. I am a 79 y/o woman with health issues, I had a health scare and had no way to call my doctor. That could have ended very badly, I have animals and they could have died also.I tried to contact Tracfone many times to ask why. They would not talk to me. They finally told me that I had no minutes but that is a lie. I signed a plan for three months allowing them to send me minutes every month. But not after they shut me off. So after they shut me off they continued to charge me every month for three months, So basically they stole $11.44 3 times and they are due to steal more on April 1. so in the end they stole $45.76. from my account after they closed my account.. How can I use minutes when I am shut out. I need my phone open just long enough to purchase another phone. I have been without a phone for close to 4 months that is outrageous. That is very dangerous. I need my phone turned on.
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 date March *******, regarding BBB case number ******** complaint.

Your complaint states that your phone service was cut off and you were told to have no minutes remaining when you are paying for your plan. You need your service working.

Upon review, your TracFone account with phone number ending in ********************************* the network. The record shows that the account is enrolled in Auto Pay with the 30 minutes value plan and you are charged $11.44. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. In an in-depth review, the record shows that your account has received the minutes, and it was being used.

We communicated with you via email address ******************** on 3/24/2025, 3/25/2025, 3/26/2025 and 3/27/2025 wherein we attempted to work on your concern. However, you responded to us stating that you are no longer interested and do not want to speak with us again.

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 1317105378.

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: 04/19/2025
I am sorry but everything he said is a lie. They turned OFF my phone. Every time I tried to use it, to ask that he turn it back on it said, "sorry this phone has been disconnected" In fact the way I knew it was disconnected was when I WAS HAVING A STROKE I TRIED TO CALL A FAMILY MEMBER and all I got was my phone was disconnected. I am 79 years old. I COULD HAVE DIED. He said I used all the minutes I would like for him to send the proof and tell me what numbers I used because I don't talk on the phone. I have a physical problem, and I just call the vet or other another company I just moved down here and don't know anybody and my family are all in *** we email. So all the talk about my using the phone a lot are lies. I have a phone I do not need nor do I want him anymore. The phone company I used is long gone this one is not the same they used to remind us when we were running low so we could buy more. No one should ever be allowed to turn off my phone and leave be unprotected. I am happy people will know what kind of company that is or they will know when I review his company.
Customer Answer
Date: 04/21/2025

Complaint: 23103224

I am rejecting this response because: I am sorry but everything he said is a lie. They turned OFF my phone. Every time I tried to use it, to ask that he turn it back on it said, "sorry this phone has been disconnected" In fact the way I knew it was disconnected was when I WAS HAVING A STROKE I TRIED TO CALL A FAMILY MEMBER and all I got was my phone was disconnected. I am 79 years old. I COULD HAVE DIED. He said I used all the minutes I would like for him to send the proof and tell me what numbers I used because I don't talk on the phone. I have a physical problem, and I just call the vet or other another company I just moved down here and don't know anybody and my family are all in *** we email. So all the talk about my using the phone a lot are lies. I have a phone I do not need nor do I want him anymore. The phone company I used is long gone this one is not the same they used to remind us when we were running low so we could buy more. No one should ever be allowed to turn off my phone and leave be unprotected. I am happy people will know what kind of company that is or they will know when I review his company.

Sincerely,

********* ****

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