Complaints

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

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

• 

  TracFone Wireless, Inc.

  Scottsdale, AZ 85258

• 

  TracFone Wireless, Inc.

  1251 Perry Road Plainfield, IN 46168

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

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:03/22/2025

  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,
  
  ********* ****

• Initial Complaint

  Date:03/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this item on 5/6/24. Unable to locate item. The item is coded and they should be able to stop it if necessary. However, they are refusing refund or replacement and not even providing a reason.

  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 March 24, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you purchased an item, but you were unable to locate it. You asked for assistance with the matter,but no refund was processed nor replacement. 
  
  We have reviewed your concern and spoke with you on March 24, 2025, through phone number **************. During our conversation, you have mentioned that you lost the airtime card that you purchased from ****. Thus,we asked you to provide proof of purchase so that we can review the details accordingly. You were able to provide your order number from ***** order number **************. Escalation has been submitted but as per response; no refund can be processed as it was already beyond the **** refund policy timeframe. However, we were able to obtain the airtime card details thus we decided to proceed in adding the service to your account. 
  
  We spoke with you once again on April ******, and we successfully added the service to your account after the card got invalidated.  
  
  We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the matter. 
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1317825072. 
  
  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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ******** 5G Tracfone in 2023 with a 1 year warranty. It worked well for a few months and then it went out. It would not work so I called in to Tracfone for a same phone warranty replacement. They sent to me the incorrect phone based on what I purchased originally. Yhey told me that it would be just like what I sent in to them but it was not. They sent a refurbished 4G ******** phone. Mine was barand new when i purchased it. This has happened on 2 occasion in them sending to me a 4G phone and not a 5G as I requested. All that I am looking for is a great working ******** 5 G phone as a replacement and preferably new. It is a simple request and one that they have refused to honor. The phone had a 1 year replacement warranty for a same type of phone and I have been tryin to work with them over the last couple of years to get this corrected yet it is not to this day. I did not want to file this with the BBB but they once again have denied to work with me and to honor the warranty with the correct phone. Thank you!

  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 March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you had a ******** 5G phone in 2023 with a one-year warranty and after a few months of using it, the phone became defective. You were requesting a replacement and what was given to you was an incorrect phone model, a refurbished 4G ******** phone.
  
  Upon review, we found that a warranty phone exchange ticket ********** was created on 6/30/2023 to replace your phone that does not power on. The phone with the **** number ending in 4659 was a ******** G Stylus 5G device. A replacement ************* phone with an **** number ending in 9711 was processed and shipped to your address. The replacement phone was activated on 8/26/2023 via phone upgrade with reference number **********. On 2/26/2024,another report was made stating that the ************* became a defective device because the screen of the phone does not respond. With that, another replacement warranty phone exchange ticket ********** was created. Your second ************* phone replacement with the **** number ending in 9750 was processed and shipped to your address on 3/22/2024. The second replacement was then activated on 3/26/2024 via phone upgrade with reference number **********.On 9/05/2024, you once again reported the replacement device as defective, and a third replacement request was created with reference number **********. Your replacement phone was once again processed and shipped on 12/03/2024; this time it was a *********** 2023 with an **** number ending in 3998. This third phone was activated on 12/07/2024 by switching your number and service with reference number **********. The phone is still active and provisioned in the network.The usage report of the line also indicates that the service is being used.
  
  Please note that TracFone Wireless Terms and Conditions under Limited Warranty states that, During the limited warranty period, Tracfone will replace or repair, at Tracfones sole option, any defective Products or parts (except as excluded below) with new or refurbished Products or parts if such replacement or repair is needed because of Product malfunction or failure during normal usage. Tracfone may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available. The replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.
  
  We attempted to contact you multiple times via phone number ********** and email, ***************** on 3/25/2025, 3/26/2025, 3/27/2025, 3/30/2025, and 4/3/2025 but we were unable to speak with you. However, you responded to our email stating that you want to get a replacement device; a 5G phone. As we check,the system is no longer allowing us to process any replacement phone replacement request. This means that your phones limited warranty has already expired. Your other option to get a new phone is to purchase one from our partnered retailer store, TracFone website, or contact customer care for assistance. In addition, you can also bring your own phone to TracFone and have it registered.
  
  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 1317219488. 
  
  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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a TracFone Wireless customer for several years and have continuously run into issues where they zero out the balance on my unlimited talk text and data plans that I purchase. Every plan I've purchased is for 365 days and within 30 days into the plan these problems start to happen. I've spent no fewer than a dozen hours in the last year alone trying to have somebody on their telephone customer service or their chat resolve my issues unsuccessfully every time. There seem to be no consequences whatsoever to the stress and difficulty this company causes people who pay over $200 for a service that lasts maybe 30 days when it's supposed to be an entire year. Once again several days ago my talk and text stopped and now I'm at a safety risk every time I leave the house and I have no idea whether or not my phone is just going to stop working. I have tried doing everything that I can to resolve this issue and TracFone Wireless has been 100% on accountable for not providing a product and service I have paid for. Furthermore their chat is continuously offline and nobody answers their phone on the customer service phone number and even when they do they are absolutely unwilling or unable to resolve any issue successfully. Their customer service is atrocious. I'm including a screenshot I took from the TracFone wireless account app showing that I have Unlimited talk and text period it should show unlimited data don't be shows that I have one gig of data, which is incorrect but still I should have talk and text and I don't.

  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 21, 2025, regarding BBB case number ******** complaint.  
  
  Your complaint states that you have been dealing with issues with your TracFone Wireless service where your balance would be zero-out despite the fact that you have been paying for unlimited service for calls and messages. You have paid 365 days of service, but an issue happened to your account within 30 days within your paid service. 
  
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  In our review, our records show that no disconnection of service was recorded to your account from your last paid service. A one-year plan was added properly to your account on 3/11/2024, and your latest transaction shows that you added a TracFone $15.00/30-day plan. The account is active and well provisioned with the correct balance. 
  
  We spoke with you on March 28, 2025, by phone number **************. During our conversation, we tried to troubleshoot the phone to fix the service issue, however, the issue remains unresolved. We tried to escalate the issue to the appropriate team, but our call got disconnected and we were no longer able to get hold of you again on that day. 
  
  We were able to speak with you once again on April 1, 2025, by phone number *************. However, you have mentioned that you no longer need Straight Talk and refused to continue with our conversation. 
  
  Please know that we are more than willing to assist you with your concern, and we value your feedback to support future improvements. 
  
  If you 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 **********  
  
  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 **********************  
  

• Initial Complaint

  Date:03/21/2025

  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.

  Today, Tracfone refused to unlock my phone, purchased from Tracfone. Tracfone assisted me with "porting" my Tracfone number to a new provider.Tracfone representative, ********, asked me to dial an unlocking code. ******** said that my phone was successfully unlocked at ****************************, my new service provider said that my phone was still locked. Now I have no service at all.This instruction was given after a successful number port from Tracfone to the new provider. The port finally went through today and Tracfone disconnected my account. To further complicate matters, my Tracfone account was disabled and the new service provider's SIM card would not work because my phone is still locked.After calling Tracfone technical support, the representative had me no less than ten times remove my SIM tray, insert the Tracfone SIM and dial a code to receive the unlock codes. After about an hour and a half of the instructed procedure repeatedly failing, he forwarded me to the Tracfone unlock department.The woman at the Tracfone unlock department told me to do the same things as the technical support person did and then when that didn't work said I would need to do a "hard reset" of my phone which would wipe all my data off the phone. My response was "I don't know how to do this," to which she replied, "then I'll forward you to customer service and they will instruct you how to do this. Frustrated in waiting for customer service I gave up and hung up the phone.The Tracfone representative did not tell the truth when she said "no worries" your phone is unlocked. It is locked.Tracfone sold the phone to me, they have the **** number for the phone and are asking me to use a phone that has had it's number ported to another provider, using a Tracfone SIM to dial codes that don't work.If Tracfone said my phone was unlocked and it is not unlocked they lied to me and it is their responsibility to get my phone unlocked so that it can be used with the new provider.

  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 03/21/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the customer service informed you that your phone is already unlocked; however,your new service provider stated that it is still locked. In addition, it remained locked despite contacting customer service for assistance.
  
  We reviewed the status of your phone with IMEI number ending in 8220, and determined that it is already unlocked.The request to process the unlocking of your phone was submitted on 3/15/2025,with reference number 1316492937.
  
  We spoke with you on March 26, 2025 via phone number ************, and discussed the status of your account and unlocking request. You mentioned that the phone is still locked, therefore, we instructed you to connect your phone to the WiFi and access the ** Unlock menu by dialing (#********#) to input the unlocking code, but it was unsuccessful.On the same day, we contacted you again to do a hard key factory reset but you declined since you saved an important files on your phone. Therefore, we submitted an escalation to conduct further investigation, and agreed to call you back for updates.
  
  We were advised to retry the unlocking process per escalation response. We spoke with you again on April ******* via same phone number, and advised to follow the unlocking procedure again. However, you mentioned that it is no longer necessary since the phone is already unlocked and that it is now working with the other SIM card.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 04/25/2025

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

  We have ended our subscriptions with TracFone. It is unfortunate, that to unlock my phone, it was necessary to do a factory reset.  Even though the phone was backed up it did not restore completely and data was lost. 

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

• Initial Complaint

  Date:03/18/2025

  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.

  Both lines on the account have ZERO minutes, text and data when there is plenty of each on the account. On 3/17/2025 I chatted with TracFone *** who told me there was a glitch that was known and that all data, minutes and texts would be uploaded to the account for each line by 3/18/2025. Today the account still shows zero balances for all and both lines. Based on social media reviews and accounts it is clear that Tracfone *** was deceptive yesterday and that there is no intent to return the account to its actual data, minutes and texts totals. Please advise.

  Business Response

  Date: 04/01/2025

  Dear J ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/19/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that both lines in your account shows Zero (0) balance for calls, SMS and data when you know there should be plenty of them for both lines. In addition, you were informed by customer service that it was a glitch and that it would be back in the following day; however, it still remained the same even the day after.
  
  There is a reported system glitch within 3/13/2025 3/21/2025, wherein some accounts will show zero balance despite having enough balance in the account. This was due to the ongoing migration of TracFone customers where the accounts will be migrated to a new platform in the backend. We apologize for any inconvenience this may have caused you. Please be advised that this is only temporary, and the correct balance will show up normally by 3/21/2025.
  
  We attempted to contact you via phone numbers *****************-250-6248 and emails were sent to *********************** on 03/19/2025, 03/22/2025, 03/25/2025, and 03/26/2025; however, we were unable to speak with you. On the other hand, you responded to our emails on 03/29/2025 and 03/30/2025 stating that your balance still showing zero.
  
  We updated the account on 03/31/2025 and the balance records reflected as expected, and we received your email response indicating that the account has been rectified. You also mentioned that you incorrectly redeemed a $10 off phone promo code, instead of a data add-on; however, please note that rewards points are non-refundable.
  
   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 1316765817.
  
  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: 04/16/2025

   
  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,
  
  J ***** ******

• Initial Complaint

  Date:03/18/2025

  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 fully paid for my galley a15 5 g and had on straight talk for 30 days and then had on 61 days and they still won't lock my phone after they told last night that they going unlock it . Not they said I have wait another 25 days to unlock I filing a case with federal court and nys attorney general.

  Business Response

  Date: 03/27/2025

  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 Straight Talk Wireless would not unlock your phone.
  
  Unlocking Policy states that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone was activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  We spoke with you on 3/19/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that 60 days have yet to elapse from your phones activation date; therefore,we need to wait. A follow-up call was made on 3/27/2025 and we manage to process your phones unlocking request which may take a couple of hours to be completed. Reference number **********. Please note that you need to power the phone off and on.
  
  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 1316760639. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:03/18/2025

  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.

  First let me say I have been a good customer for well over 10 years and never had a complaint or missed a payment. I also referred this company to friends and family. I feel that it's shameful that I could not get anyone in the executive offices to help when the call centers failed me. I was refused a supervisor as well. 2/12/25 I called ST and spoke to ****** at their call center. The phone was not working properly, and still under warranty. ****** said he would send out a replacement phone ******** A32) at no charge, and when I received it I would be allowed to send my old phone back for a refund. I also asked if I could upgrade to a ******* A25 and was told by the next agent in charge I could do so, that I would not have to send the old phone back until I got the new one so I could make the transfer, and pay the difference. One month later I never received the phone. A few call center agents told me that I need to send my current phone back to get the new one. I explained that makes no sense because then I would have no phone at all for a week, and also I would not be able to transfer my pictures and contacts without the new phone. I would also be sending ST a phone with all my personal information on it for anyone to use. The call center agents seemed baffled by this, and just kept telling me they would not help me. Some of them even said I was getting the new phone in mail just to get rid of me, and to just wait for it. I have chat room conversations I saved and they also recorded my phone calls, so there are recorded calls. I have been completely disrespected as a customer. I feel angry and frustrated, and ready to drop this account and move on. I even asked the last agent if I could at least pay in full for the new phone in advance and then send the defective one back and get a discount when you receive the old phone, and he even said no to that, and I can prove it. The worst customer service I have ever seen.

  Business Response

  Date: 03/31/2025

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 18, 2025 regarding BBB Case number ******** complaint. 
  
  Your complaint states that you were not assisted properly when you contacted customer service regarding your replacement phone request. You were provided with different information regarding the replacement phone process; you were informed that you could get the replacement first prior sending the defective one, but some informed you that you needed to return the defective phone first.
  
  Please be advised that TracFone Wireless Terms and Conditions indicate that all new Tracfone phones (except iPhones) are covered by a one (1) year limited warranty administered by Tracfone. To obtain warranty service for your Tracfone Phone, you may contact ************* at **************. If your problem cannot be resolved over the phone, our technicians will provide you with a Return Authorization Number, which you will use to send your Product(s) to the designated ************** for repair or replacement, at our option.
  
  We reviewed your account with phone number ending in 2188; it is active and provisioned in our system. Our records show that the phone with IMEI number ending in 4937 has been active since February of 2022. Despite the device being out of warranty, a ticket was created to replace the phone as courtesy, due to reported speaker problem, with reference service ticket # ********** on 2/12/2025. However, the shipment of the replacement phone has not been initiated yet, because our warehouse has not confirmed the return of the defective phone yet. Please note the aforementioned Terms and Conditions regarding Limited Warranty.
  
  We spoke with you via phone number ************ on 3/28/2025, and discussed the aforementioned. You refused to believe this information and requested to get a discount towards a purchase of a new phone.However, this request could not be granted. You may purchase a phone promo code using your Loyalty Rewards points.
  
  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 1316842234.
  
  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: 04/01/2025

  I would like the BBB to remove that response posted 4/1/25 as it was in error but I can't locate an edit button.  Thank youl

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23083067
  
  I am rejecting this response because of being a good customer for many years and the very rude statement in it: "You refused to believe this information and requested to get a discount towards a purchase of a new phone. However, this request could not be granted." 

   I was told that I purchased my phone through them, that it was under warranty, and that I would be sent a new phone and would be able to send back the old one after I transferred the phone number and contacts to the new phone. I was told this by two agents, but then the other agents told me that I only had a one year warranty, it was expired, and I had to send back the old phone first. So every time I called each call center agent gave me conflicting information.  I told them that would be impossible for me to be without a phone for a week, and not have a new one to import my information to.  As a last resort I asked them if I could just buy another phone, and would they give me a small discount, and the answer was a hard NO.  I don't think I was out of line by asking this, and because I asked a logical question does not mean I refused to believe anything.  Just goes to show how I was treated as a customer.

  I thought it was odd when they told me my phone only had a 1 year warranty because I know I always get extended warranties so I finally decided to investigate the matter further.  Just today, after checking with ******* because that's where I got this company from, I found out that I actually did not purchase the phone from them, I got it from *******, and I did have an extended warranty.  So everything they were telling me was all wrong, and even the fact that I had to go through an outside agency just to get executive offices shows to me the degree of customer service involved.  

  I would like to close this case since I didn't buy the phone from them to begin with, and I have no idea why they told me that I did. 

   

   

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

  Business Response

  Date: 04/09/2025

  Dear ***** *****:
  
  We reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 1, 2025 regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you were informed that the phone is under warranty, and that you would receive the replacement phone prior sending the defective one. In addition, you mentioned that you have an extended warranty for the phone from ********
  
  As per our previous response, Terms and Conditions indicate that Straight Talk phones (except iPhones) are covered by a one (1) year limited warranty administered by TracFone. We also offer extended warranty; however, our records show that your phone is already out of warranty. Please note that ******* retail stores also offer extended warranty for phones sold from the store. You may verify the status of the phones warranty by contacting *******.
  
  On the other hand, Straight Talk Terms and Conditions indicate that we will provide you with a Return Authorization Number, which you will use to send your Product(s) to the designated ************** for repair or replacement, at our option, provided that the product is still within the warranty period. The replacement will be processed once we confirmed the return of the product to our warehouse.
  
  We spoke with you via phone number ************ on 4/4/2025, and discussed the aforementioned. You were disappointed with how you were assisted previously. You also mentioned that you wanted to get a discount if you decided to buy a new phone, instead of returning the old one since you can't afford for a week without a phone to use.We could not provide you with a discount promo code; however, please visit the website at ********************, for available phone promotions. In addition,please note that the Replacement phone ticket # ********** is still open;however, it may be closed after 30 if there is no updates in the ticket.
  
  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 1316842234.
  
  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: 04/09/2025

   
  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.   I would like to close this complaint because I do not want another phone from Straight Talk since I would have to give up my current phone first, and wait a week for the new phone, and I can't possibly do that.  I appreciate that they will replace the phone even though it is out of warranty, but I am not interested in doing so under those terms. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/18/2025

  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 have had straighttalk for over 10 years with multiple lines & added their home phone service recently(you have to buy a special base from them). I did and everything worked great for a bit until the base would not power on. **************** said they would send an email with a link to a prepaid shipping label but in the email the link was just regular text not a hypertext that contains a link. 2 days of calling & them sending the same email with the same issue. In the email it does tell you what the tracking number will be on your label when u print it out. The last *** I talked to at that time said to print out the email *********** works as the shipping label. It didn't sound or feel right to me but I don't know everything so gave it a try. I live in a very rural area and it took me a couple more days to be able to get to a drop off location(it cost $10.50 for this so called "prepaid" label to be picked up from your home) & of course when I got there they would not take it without the actual label that has the barcodes on it they can scan. I start the process again with customer service & finally they say they will send me a label in the mail. A few more days pass & I get the label & again take the trip to a drop off location. I was told once they got the item back I would have a ***air/***lacement in about 5 days. I they got the item back on the 4th. I'm not one to complain but I work from home & this lost me so much money & caused major issues. Over the last 2 weeks I have called about not having the ***lacement yet and I have spoken to around 7 or 8 different customer service ***s who have given me multiple ticket numbers & who all say the same thing that they will email the ************** is on the way just a few more days. Here I am still waiting & still paying for a service I don't have. Its upsetting bc I have been such a long loyal happy customer and then this thing that should have been easily dealt with has became a whole mess and no one will help me.

  Business Response

  Date: 03/27/2025

  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 returned your defective home phone base unit after it took a while to receive a prepaid return label.However, you have yet to receive your replacement device.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Upon review, we found that a warranty exchange service ticket ********** was created on 2/19/2025 because the device will not power on. Our warehouse confirmed the receipt of the device on 3/05/2025. As per *** tracking number 1Z7X28F00255229595,the replacement device was delivered to your address on 3/21/2025. In addition,the record shows that the replacement device was activated the day of its delivery by transferring your number and service.
  
  We spoke with you on 03/21/2025 via phone number ********** and you confirm the aforementioned. The phone service is working well.Furthermore, you requested to keep the service end date since you wanted to align it with your other lines.
  
  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 1316789611. 
  
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 30 day unlimited *********** card with 1 GB data, for $15.00. I called the # on the card and followed the direction from the Auto system to activate/load up the card. I then turned the phone off. I waited 5 minutes turned it back on. I noticed the data numbers were wrong only 0.92 showing and it didn't look right. I then called the same number and requested to speak with a representative. She told me after being on hold several minutes that it was fixed. She said I have1.98 GB and that it shows split because I have two different plans?. Note I turned the phone on& off it looked Ok went to bed. Since the next day I've had horrible problems All my contacts (219) were gone, and I had spotty data. I spent about total of about 5 hrs on the phone ************ dealing with these problems on3/17/28. I spoke with Rosland,Christian ,others who claimed after long holds that it was fixed, It wasn't. I called multiple times, no improvement. Note at one time after talking with ********* when I turned off the phone then back on . The screen showed colored info like balances etc.. stuff that you would see on the workers end not the customers end. Things got worse . I noted all my data on my calls was messed up . In the past my phone recorded date time and duration of the calls . That no longer was occurring just little rectangles after the number asking if this was a business or not. I still have no data out use and all my contacts with vital information remain gone. They did finally state they are having problems with their service. That does nothing to protect me from a problem with my lost/gone contacts. This phone is not even 2 yrs old and its worthless now. I have no ideal how much it is going to cost to fix the phone and what to do about the missing contact info which contains vital info i.e. codes etc. I can't use searches, ****** etc Note I can't send documents cause the phone won't work for data going out. .Note this is a safe link track phone wireless Comp.

  Customer Answer

  Date: 03/18/2025

  Please add this information. I tried to work with the phone Comp re these issue  last night. Note again when I was done all my contacts were gone. I continue to have no data out service. I am unable to respond to anything re data. I tried to resolve phone issue on 3/18/25 starting 11:53 am. I was placed on hold for several minutes. I spoke with "Mica" She insisted they are not the cause. I told her it literally is happening every time they go into my phone. She put me back on hold and said she was going to check. I, asked for a case # - no response. Later she gave me the # **********. She said for phone replace. ? she cut out. Total time on the call was minutes long. She told me to as usual turn the phone on and off wait a minimum of 2 minutes =before turning back on and to check data internet, make sure I have bars etc. Be advised I did everything as instructed waited over 20" to restart. Again the put in contacts are gone, I as before, I have no data out ability. No ability to get balances (which they state you can't till 3 21 2025 but they can give you balances if you call, Which I did). Note however the auto system won't give balance information either now. I recalled the number to inform them, that contrary to what they said nothing is working and also to get my balances. I spoke with ****** I told her nothing is working. I just want my balances. Because every time we try to fix it I lose all my data. which I just bought on the phone card, and haven't been able to use . She informed me I have no data They literally stole my data and refused to fix this or replace the data which the phone can prove nothing was working. I want full reimbursement for a new phone ( their issues and pseudo fixes destroyed my phone) with reimbursement for a 15$ phone card with unlimited talk and text and 1 GB data in addition to the amount I already had on the phone.  

  The phone is permanently damaged and it is this company's fault. Selectively their people removed my entire contact section Every time they say they fixed things. My contact data section goes blank and is gone. This is a ,moto G 23 phone. As you know I cant send you anything via my phone but my data as of last night was 0.92 +,   minutes; unlimited,   SMS unlimited,   2nd data ***.=0.97 total data *** 1.89. Verified this am. Now it's gone. They refuse to fix anything. The phone worked fine right up until the new card and their attempt to fix data amount. 

  Customer Answer

  Date: 03/23/2025

  Note I spent over 2+hrs dealing with multi. different people @ Track Phone/********. I requested a supervisor for over 2 hrs and the *** refused. When I said I would ***ort her she said the supervisor wasn't available but she never left or put me on hold re to get supervisor this went on all morning and till 230pm 3-19-25. She kept ***eating just turn your phone off and wait 2 min. and turn back on. That switched to I'm telling you what you need to do I told her this hasn't worked( dealing with this since 3-14-25) no matter how many times I've done it. She returned to ***eating turn off and on with increasing times to wait before turning back on. She refused to let me talk to a supervisor. My phone is all messed up because of these people. Note although the voice is distinctively the same the names given are different. I absolutely dealt with her before dealing with these issues. I'm very upset that these individuals messed with my data contacts I seen it happen but they refuse to do anything with all of this. Note also if you call the number you get a message stating issues with problems will be resolved 3/23/25 Not true. I stand by initial complaint and I what I requested ,new phone without sim card number problems and all the other garbage these companies are known for. My reimbursement for my phone card. Penalty for them stealing data contacts. 

  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 have an issue with the mobile data connection and also lost the contacts you have in your phone. You are not seeing the updated balance information of your account. You need your phone fixed or get a replacement.
  
  Upon review, we found that your TracFone account with phone number ending in ************************************** the network. The record shows that you recently refilled your phone with the $15 unlimited talk, text and 1GB / 30 days plan and it was successfully added.
  
  Please be advised that from March 13 to 21, 2025, there will be a migration of TracFone customers that will be migrated to a new platform in the backend that will cause balance inquiry to fail and shows as zero during the migration for subscribers until the end of the migration period. Note that if the customer has a data issue and power cycle does not fix the issue then they need to remove the *** and reinsert it into the device.
  
  We attempted to contact you via phone numbers ********** and ********** on 3/19/2025, 3/20/2025, 3/21/2025, 3/24/2025, 3/28/2025 and 3/31/2025 but we were unable to reach you. However, you responded to our emails via ********************* asking to receive a refund for your phone and airtime card. As we checked, the phone is no longer eligible for a refund, and it has even an expired warranty.
  
  TracFone Wireless Terms and Conditions state that customer has 30 days from the delivery date to return a phone and be eligible for refund while the Limited warranty of all new TracFone phones except iPhone are covered by a one-year limited warranty. Moreover, we cannot remotely access your phone to make changes in your devices like deleting your contacts and the likes.Nonetheless, the usage report of your line suggests that the service is working and being used.
  
  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 1316777470. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department