Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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

3,364 total complaints in the last 3 years.
787 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:10/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tried to cancel old account but I don't have the old phone or email access due to bank account being hacked so I had to get new email address etc. TracFone said the only way to cancel account was code to old email. I gave them information that only I know.
Business Response
Date: 10/15/2025
Dear ******** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 03, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you contacted Tracfone Wireless to cancel your old Tracfone account; however, you were unable to receive the verification code to your old email, because you are using a new email address now, due to your bank account being hacked.

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

We reviewed your account and we found your phone number ending in ************************************************************************* 1596, connecting properly to our network. Our records indicate the account is currently enrolled in our ******************** with the Tracfone $41 Unlimited talk and text, 3GB mobile data, Hotspot capable and 90 days of service plan.

//Tracfone Terms and conditions state that Auto Refill plans allow our customers to enroll in Automatic Payment. Customers need to register their credit or debit cards online with Tracfone and choose their Service Plan. With Auto Refill, a new service plan will automatically be purchased and added to the customer's account each month on the service end date and the customer's credit or debit card on file will automatically be charged for the cost of the service plan selected by the customer on a recurring basis.

To date, we have no records that indicate you requested to cancel your account and recurring payment for your old Tracfone phone, per our interaction records nor have you sent a written notice to revoke your authorization for Tracfone to debit your account for the phone number ending in 2914.

An in-depth review of your account reflects that the last payment was processed on 08/31/2025. Usage records reflect the service plan was applied to the account, was being used, and the phone was working properly. Therefore, as per Tracfone's policy you are ineligible for a refund for services.

We spoke with you by phone at ************ on October 07, 2025. During our conversation, you were unable to authenticate the account with the verification code sent to the email address registered in our system, and you failed to provide the 4 digit security Pin associated with your account. In an effort to provide the best resolution and as one time courtesy we offered to escalate your case; however, you could not provide the requested information. You requested to be contacted the next day on 10/08/2025 in order to search for another two frequently dialed numbers.

We attempted to contact you by phone at ************ and via email *************************** on 10/08/2025 and 10/14/2025; however we were unable to reach you and have not yet received your response to our emails.

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 132-962-0686.

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:10/02/2025
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.

Complaint: 23949047

I am rejecting this response because:
no solution

Regards,

******* **
Business Response
Date: 09/30/2025
Dear BBB,

Thank you for contacting **************************** Relations regarding ******* **** complaint. In their complaint, received on 09/29/2025, the are requesting a wireless device be unlocked.

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

Email: ***********************************************************************************
Address: P. O. Box 10
****************-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: 10/01/2025
P.O. Box 10
****************-0010
October 01, 2025
Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************
RE: Complainant: ******* **
Complaint Number: 23949047
Dear Ms. **** *.:
Thank you for contacting *************** of Executive Relations regarding ******* **** compliant. In her/his complaint, received on October 1, 2025, regarding Total Wireless providing them with misleading information that
prevented their iPhone 13 from being unlocked. ******* ** requests that their iPhone 13 be immediately unlocked and that Total Wireless be held responsible for providing false information to their customers.
Upon further review, weve determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines, please forward ******* **** complaint to the appropriate *************
Email: ****************************************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
Sincerely,
****
Executive Relations Analyst
Customer Answer
Date: 10/02/2025
To Whom It May Concern,I am submitting this complaint against Total Wireless (Total by *******) regarding misleading and unfair business practices that have prevented me from unlocking my purchased *********** Summary:On April 24, 2025, I purchased an iPhone 13 128GB (Midnight) together with a 3-Month Total 5G Unlimited Plan (Order Number: ****-OS5I035SLO).Since I already had a phone in use, I transferred the bundled plan to my current device.Before doing so, I specifically asked a Total Wireless representative whether this would affect the unlock eligibility of the iPhone 13. I was clearly told that the iPhone would still automatically unlock after three months, even if the service was transferred.Relying on this information, I transferred the service.When I later requested the unlock after the required period, I was denied on the grounds that the iPhone 13 was never used with the service.Reasoning:This problem is not the result of my actions, but rather the result of misinformation given by the companys own representative. If I had been correctly told that transferring the service would prevent the device from being unlocked, I obviously would not have done so. The only reason I made this decision was because I was explicitly assured that it would not affect unlocking eligibility.Requested Resolution:That the iPhone 13 from my order (#****-OS5I035SLO) be unlocked immediately, since I acted in reliance on the companys incorrect information.That the company be held responsible for providing false information to customers and be required to ensure such misrepresentation does not occur in the future.I respectfully request that your office investigate this case and intervene to protect consumers from being misled in the same way. Supporting documentation, including the order confirmation, is available upon request.Sincerely,******* ** **********************
Business Response
Date: 10/15/2025
Dear ******* **:

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

Your complaint states that you are requesting to have your iPhone 13 unlocked, which you previously purchased along with a 3-month service plan. However, your request was denied because the device does not meet the unlocking eligibility criteria, as its service was transferred to an older device. This is despite the fact that, prior to the transfer, you confirmed with a representative that this action would not affect your phones unlocking eligibility.

Upon review, we found that your Total Wireless device with the serial (IMEI) number ending in 6105, an iPhone 13, has no active service.The record shows that the phone was initially activated on May 2025 using a Total Wireless 3-month plan. However, that same day, the phone was deactivated as its service was transferred to another device under the reference number **********.

Total Wireless Unlocking Policy states that ******* Value 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 ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

We attempted to contact you via phone at ************ and email at ********************** on October 4 and 5, 2025, but were unable to speak with you directly. However, we received your response on October 6, in which you stated that you preferred to be contacted via email. In your message,you reiterated that you were not informed that the 3-month plan must remain active on the iPhone 13 to meet the unlocking eligibility. You mentioned that you were only advised to complete the 3-month plan.

We continued to exchange emails and, with your consent,attempted to reach you by phone again on October 8 and 10, but were unsuccessful. We were finally able to speak with you on October 11, 2025, at which time you authenticated your account. During the call, we explained our unlocking policy once again and also sent you a follow-up email outlining the details. Additionally, we advised you to add service to the iPhone 13 to help meet the eligibility requirements, but you declined.

We understand that you desire to have your phone unlocked,but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.

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 1329669043.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/15/2025

Complaint: 23949047

I am rejecting this response because:I

I would like to clarify again that this issue is not caused by my mistake but by the incorrect information provided by your representative.

When I activated my plan, I specifically asked whether transferring the 3-month plan to another device would affect the iPhone 13s unlock eligibility. Your representative clearly told me that it would not affect the unlocking process and that the phone would unlock automatically after the 3-month period.

Based on that information, I proceeded as instructed. If I had been told the truth that transferring the plan would make the device ineligible for unlocking I would never have done so. It is only logical that no reasonable person would spend $165 for a locked phone that remains unusable after the service period.

Therefore, I cannot accept the suggestion to purchase or activate another plan. The current issue arose solely because I was misinformed by your customer service, and it would be unfair to require me to pay again to correct an error that originated from your company.

I respectfully request that my iPhone 13 be unlocked immediately in recognition of this clear miscommunication and the financial loss it has caused.

Sincerely,

******* **
Business Response
Date: 10/23/2025
Dear ******* **:

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

Your follow-up complaint states that the issue was caused by misinformation provided by the customer service representative. You reiterated your request to unlock your phone in recognition of the misinformation which caused this issue.

We understand your desire to have your phone unlocked, and acknowledge your claim that this issue was caused by one of our agents who provided you with incorrect information regarding the unlocking policy. Thank you for bringing this to our attention. Please be assured that we are taking this matter seriously and will take the appropriate actions with the agent involved once we confirm that you were incorrectly assisted, to ensure accountability and prevent similar occurrences in the future.

We attempted to contact you via phone number ************ and have sent emails to ********************** on 10/16/25, 10/17/25, 10/20/25, 10/21/25 and 10/23/25 to discuss this matter properly. Despite not being able to speak with you, you responded to our emails on 10/16/25, 10/20/25 and 10/21/25, requesting for an appropriate resolution to this matter.

We sincerely apologize for the inconvenience and confusion this has caused. However, in line with our established unlocking policy, we must still proceed according to the guidelines in place. We understand this may be frustrating, and we appreciate your understanding as we work to ensure consistency and fairness in our processes. Rest assured, we are addressing the matter internally to prevent similar issues moving forward.

If you require further assistance, please contact us at ************** and enter PIN 1900. Our 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 1329669043.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/24/2025

Complaint: 23949047

I am rejecting this response because:
I understand your internal unlocking policy; however, this issue was not caused by my misunderstanding, but by the misinformation provided by your own customer service representative. I followed the exact instructions given by your agent, who clearly told me that completing the 3-month paid plan would make my device eligible for unlocking, regardless of which phone was active during that time.
If I had been correctly informed that the plan must be completed on the same device, I obviously would not have activated the plan this way no reasonable person would knowingly spend $165 for a locked phone. Therefore, this issue is entirely the result of incorrect guidance from Total Wireless.
I will not pay additional money to fix an error that your own agent caused. It is only fair that Total Wireless take responsibility and unlock my device as promised.
Please review the call or chat records related to my activation and confirm the misinformation I received. I expect the device to be unlocked promptly once verified.

Sincerely,

******* **
Business Response
Date: 10/30/2025
Dear ******* **:

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

Your follow-up complaint states that you understand the Unlocking Policy, but requested to unlock the phone without redeeming another plan due to being provided with incorrect information, which caused this issue.

We understand your desire to unlock the device despite not completing the minimum active days requirement. However, as per our previous response, we could not unlock a phone that has not yet completed the requirements indicated in the published Unlocking Policy. In addition, our system is designed to automatically unlock the device once it is eligible for unlocking. In addition, our records show that on the day the phone was activated, there was a failed unlocking attempt.

We spoke with you on 10/27/2025 using the phone number ************. We discussed your complaint, but the call was disconnected. We called you back the same day using the same phone number (************). We explained the unlocking policy; however, you refused further assistance and ended the call.

If you require further assistance, please contact us at ************** and enter PIN 1900. Our 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 1329669043.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/30/2025

Complaint: 23949047

I am rejecting this response because:
The reason I ended the call was because your representative repeatedly insisted that I must purchase a new plan and spend more money in order to unlock my phone. I want to reiterate my previous position I should not be required to buy another plan, as the issue was caused by incorrect information provided by your customer service.
Please review my case again and unlock my device based on the misinformation and inconvenience I have experienced.
Thank you for your attention.

Sincerely,

******* **
Business Response
Date: 11/07/2025
Dear ******* **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 30, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you requested to have your phone unlocked,stating that incorrect information was previously provided to you, which caused your device to fail meeting the eligibility requirements for unlocking.

We spoke with you on November 3, 2025, via phone at **********. During the call, you confirmed your device's serial (IMEI) number ending in 6105. With the assistance of our unlocking department,an escalation was submitted to initiate the unlocking process, with a turnaround time of two business days.

As of November 7, 2025, our unlocking department has confirmed that your device has been successfully unlocked.

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 1329669043.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:10/02/2025
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 did not make this order I ordered a iPhone 13 for upgrade if I switch to 5g unlimited plan these guys sent a phone to a whole nother state that I dont live in they sent it to someone name not on my account they sent the wrong phone and they sent it to the wrong address for days Ive been calling and for the whole year i been a customer with them they refused to get me to a manager my number is ************** order number 3233-WT253E2ET0 they sent a ******** phone to a address name and email Thats not on my acfount my email is *********************** number ********** address is *****************************************************
Business Response
Date: 09/30/2025
******************
*****************

September 30, 2025

Dear BBB,

Thank you for contacting *************** of Executive Relations regarding ****** ******** complaint.  In his complaint, received on 09/29/2025, they are referring to a cell phone purchase.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward Ryheem ******** 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: 10/01/2025
Response is attached
Business Response
Date: 10/15/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered an iPhone 13 and an upgraded 5G Unlimited plan; however, your order was shipped to a different address.

In our review, we found that an order for a ************ 2025 phone bundled with a Total 5G Unlimited Plan ($55) was placed through the online portal on September 21, 2025, under Order No. 3233-WT253E2ET0, totaling $32.80. According to *** tracking number 1Z13Y4E30300696421, the package was delivered at the address in *****, ** on September 23, 2025, and the device was subsequently activated on the same date.

Our records indicate a refund request was submitted under ticket number **********, which could not be processed due to a discrepancy between the information provided by you and the corresponding order details. Consequently, the resolution of this matter will remain pending until these inconsistencies are clarified.

We spoke with you over the phone at ************ on October 5, 2025, aiming to address this matter appropriately; however, you declined further assistance.

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 Ticket Number 1329079952.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:10/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the 29th of September 2025, I called Total Wireless's customer service to verify that I was eligible for their port-in deal, to get 50% off on service, told them I was coming from Straight Talk, told them I was 16 and everything, and they said yes. I also asked them the price without auto pay for their 65-dollar plan, and they said it was 35 with the promo. I checked my number on the website after, and it said I was eligible. On the 30th of September 2025, last night, I called to make sure I could pay with a payment card over the phone, since I didn't have a debit card, again, they said yes. I got the card, came back, and called once again to set up service. At first, the guy from Total I was talking to was able to start the process, but 5 minutes after closing time, I was on the call since ********************************************************************************** the guy, since I was trying to get information from Straight Talk over chat while on the call. They weren't able to help me, so I went back to Straight Talk to get my account number and transfer PIN. In the end I wasn't able to get it, but the lady from Straight Talk was able to help me finally have service with Total after leaving Straight Talk, except I wasn't able to get the promo. This morning, on the 1st of October, 2025, I called Total Wireless to make the change of my service to the promo deal, didn't answer my call, resorted to chat, and the lady didn't help at all, I explained my situation, and she didn't do enough to help me get that promo deal after what other agents had told me, she only told her higher *** and they didn't do anything either, even after I said I would report this to the *** and BBB. Also, something I noticed, there were hidden terms, on their homepage, was the ad for the deal, I clicked on the info button, didn't say anything about Straight Talk, and I clicked on the button to take me to the next page, and saw that the terms were hidden in dropdown menus.
Customer Answer
Date: 10/05/2025
I get that they have terms and all that, but not only did they not fix my problem, they only offered me a 7 day extension when even their service *****, I am in a area where data should work really well, and yet it is slow, and I am paying more than what I was told I was eligible for by one of their agents.
Business Response
Date: 10/15/2025
Dear **** Campos *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2025, regarding BBB case # ******** complaint.

Your complaint states that you changed services from Straight Talk Wireless to Total Wireless after being told that you were eligible to obtain a 50% discount on your phone service for a Port-in deal. After the line was transferred over, you noticed that the discount was not reflective on your account. Thus, you contacted our customer service center for assistance; however, no resolutions were provided.

We looked at your account; and we found that you first joined Straight Talk Wireless on August 01, 2025 with the 30-day Gold Unlimited plan of $55.00. Transaction records show that you remained the services with Straight Talk Wireless until on October 01, 2025, when you changed to Total Wireless with the Basic 5G Unlimited plan of $40.00.

Please note that as per Terms and Conditions of the promotion, Tracfone branded devices do not qualify for a BYO discount. It is required to have an individual account activated and registered with an unlocked device.

We spoke with you on 10/03/25 at ************ and reviewed the information found on the account, as he desires to stay with Total Wireless, we suggested the option to offer a service day extension as a compensation. Thus, we agreed to remain in contact and the advice was shared via email at ****************************.

We spoke with you again on 10/06/2025 via the same phone number and after confirming that you wanted to continue with Total Wireless, we issued an extension of the phone service for 7 days, as a one-time courtesy.

We would like to apologize for the inconveniences experienced with Total Wireless. In order to provide further assistance; we created a system ticket with reference No. 1329852983.

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

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was given a deal on my service and I really appreciate that you guys were able to take care of your customer.

Sincerely,

**** Campos *********
Initial Complaint
Date:09/30/2025
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.
For over a month, I have been unable to port my number, **************, from Straight Talk due to a confirmed internal system error known as a "phantom port." Straight Talk's system falsely claims a "pending port order" from another carrier exists, blocking all valid transfer attempts. I didn"t authorize another port.Despite escalating to ************************************************ filing FCC complaint(Case # *******), the company has acted in bad faith and violated FCC Local Number Portability rules.Tue, 9/30/25-2:28 AM,<******************************************************************> wrote:Dear ******,Thank you for your interest in Straight Talk Wireless. We are responding to your recent inquiry.We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue.We are more than happy to assist you. Upon reviewing your account for the number ************, we confirm that our company is not making any block on your phone number, and it should be transferable without issue. However, after reviewing the e-mail you forwarded to us, it appears your new carrier indicates there is a pending portability process with a third company.We kindly ask you to contact that third company directly to confirm if they are imposing any type of hold or block that may be denying the completion of your portability request.Additionally, please be advised that we do not have a direct inbound contact line for you to reach us. We would be happy to call you if you provide an alternative phone number and a specific time when you wish to be contacted.If you have any further questions or concerns, please contact us ********* by calling one of our customer care representatives **************** Plus PIN Ext. ******. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.Thank you for being a Straight Talk Wireless customer. We appreciate your business.Executive ********************* Straight Talk Wireless
Customer Answer
Date: 10/01/2025
TRACFONE STILLACTING IN BAD FAITH

MY BBB UPDATE
"To: The Better Business Bureau
Re:Response to TracFone's BBB Submission

This response(below)from TracFone proves my point entirely. They are continuing a pattern of bad faith and refusal to address the core issue.

1. They are ignoring the central question. I have repeatedly and formally asked TracFone to provide the name of the "winning carrier" they claim has a pending port order on my number. Their failure to provide this name in their BBB response is an admission that it does not exist. The "pending port" is a phantoman internal system error.
2. They are creating false obstacles. They demand a phone call, knowing full well I am internationally located and the number in question is inactive. They possess all the information needed in the written correspondence to resolve this. A call is a delay tactic, not a solution.
3. They are holding my number hostage. By refusing to clear this internal system error, they are preventing the lawful porting of my number, in violation of *** rules.

My demand remains unchanged and has not been addressed by TracFone:

TracFone must immediately clear the "phantom port" error on my number, **************, in their system to allow the port to NumberBarn to proceed.

Their BBB response demonstrates a continued refusal to comply with *** porting regulations and resolve their own internal failure.

Sincerely,
****** Love"

"On Wed, Oct 1, 2025 at 8:46 PM, **************************************************************
<**************************************************************> wrote:

Good day, Ms. ************** are writing you from TracFone **************** in regards of the of the *** complaint we received from you about your problems with the portability.

We attempted to reach you today through the available contact number provided in your filed complaint and we were unable to reach you.

Please reply to this email with a contact number and your preferred time to further assist with your complaint, being aware of your availability is the key to fully help you.

If you require any further assistance, please contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,

Straight Talk wireless"

Customer Answer
Date: 10/01/2025
BBB Update

Subject: Update on Bad Faith ****************** its latest response, TracFone refuses to provide the "winning carrier" name, now insisting a phone call is required for "security." This is a false justification to delay resolution. They have all information needed to resolve this in writing. Their refusal to state a simple fact proves the "pending port" is an internal error they will not address. My demand remains for TracFone to clear the phantom port block immediately.

On Wed, Oct 1, 2025 at 10:46 PM, ERD Management
<******************************************************************> wrote:
Dear ******,

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

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

To efficiently we can address this matter and ensure we can provide you the names of the carriers that are preventing the completion of your portability process to successfully move forward, a phone call is necessary. Due to our company policies, we are required to follow certain account authentication procedures for your security. These steps can only be completed verbally over the phone.
We kindly want to ask you if you can be able to provide us with an alternative contact phone number and a specific time you wish we can call you and assist you in the most efficient way possible.

We look forward to hearing from you soon to resolve this matter.

Thank you for being a Straight Talk Wireless customer. We appreciate your business.

Sincerely,

Executive Resolution Department
Straight Talk Wireless
Customer Answer
Date: 10/03/2025
Update on BBB Case ********- Ongoing "Phantom Port" Issue
"I am providing an update on my complaint against TracFone/Straight Talk regarding their illegal blocking of my number port for**************.

TracFone's ******************************* has now shifted from insisting on a phone call to proposing email-based authentication. I have complied in good faith by providing the requested security PIN and verified contact numbers to advance the process.

Despite this engagement, the fundamental problem persists: a 'phantom port' system error within TracFone is unlawfully preventing my number transfer. My demand remains for TracFone to immediately clear this internal system block and allow my number to port to **********. This situation continues to cause significant hardship

TRACFONE ABANDONS REQUEST FOR PHONE VERIFICATION
"On Thu, Oct 2, 2025 at 10:45 PM, ERD Management
<******************************************************************> wrote:
Dear ******,

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

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

We understand and respect your preference not to complete this process via a phone call. However, as our security policies assure, it is mandatory for us to authenticate your account within our system to comply with and maintain our validation procedures.

Due to this requirement, we would like to suggest an alternative authentication method: we can send you a one-time e-mail code which will allow us to securely access your account in the system and verify the necessary information. To utilize this method, we will need to schedule a specific time to send the one-time code, as it expires after approximately 1015 minutes.

Alternatively, we can use a second method which requires you to provide your 4-digit account security PIN and two phone numbers that you frequently call. We will use these details to confirm your identity within the system and validate the account.

Once your account has been successfully validated, we will be able to verify the information and provide you with the names of the carriers shown in our system' s' history.

Remember that we are more than willing to assist you with your request. We appreciate your understanding in this matter, and look forward to your prompt response.

Thank you for being a Straight Talk Wireless customer. We appreciate your business.

Sincerely,

*******************************
Straight Talk Wireless"
Customer Answer
Date: 10/03/2025
Update for Your BBB Complaint

TRACFONE STALL TACTIC-CONTACT INACCESSIBLE WHOLESALE CARRIERS
"I am providing an update on my complaint concerning Straight Talk's blocking of my number port for**************.

In response to my complaint, Straight Talk stated that the port is blocked by pending transfer requests with 'Bandwidth' and ************************ It is important to note that these are wholesale telecommunications carriers, not retail companies that a customer can sign up with or contact.

I have asked Straight Talk to provide the names of the retail services (the companies a customer would actually do business with) that are using these wholesale carriers. This information is crucial, as I cannot cancel a request with a company whose name I do not know. Straight Talk has not provided these retail names.

By directing a consumer to contact inaccessible wholesale carriers instead of providing the relevant retail information or fixing their own system error, Straight Talk is failing to engage in a good-faith resolution process."

From: "ERD Management" <******************************************************************>

To: "*************************" <*************************>

Sent: Fri, Oct 3, 2025 at 6:31 PM

Subject: Re: Straight talk Wireless: Regarding your delay port out request (KMM17403757V9016L0KM)

Dear ******,

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

Thank you very much for your cooperation and for providing the necessary information to validate your account. Your assistance is greatly appreciated and allows to ensure a quick and effective resolution to your request.

We are pleased to inform your that we have successfully validated your account.

Following an in-depth investigation at your account, we can assure you that there is not block within our system preventing your phone number from being transferred to NumberBarn.

However during this review, we identified two previous, potentially pending transfer attempts to the following carriers: Bandwidth and Exiant Communications. The Existence of these outstanding request is the primary reason you are currently experiencing issue completing the transfer to NumberBarn.

To resolve this interference and ensure your number can be released to NumberBarn here`s what you need to do.
Please call or contact Bandwidth and Exiant Communications and ask them to cancel any pending transfer request you may have with them.

Once you cancel those old request, the transfer to NumberBarn should go through without any further complications. We appreciated your understanding, Please do not hesitate to reach out if you have any other questions.

Thank you for being a Straight Talk Wireless customer. We appreciate your business.

Sincerely,

Executive Resolution Department

Straight Talk Wireless

Customer Answer
Date: 10/04/2025
TRACFONE CONTRADICTORY INFORMATION-WHERE'S THE TRUTH?

?? Update on BBB Case - Contradictory Information and Refusal to Provide Written Details

"I am providing an update on my complaint.

TracFone's 'fccassist' department has provided a contradictory statement, claiming the number is ready to port and no internal block exists. This directly opposes the earlier finding from their ******************************** which identified specific pending port requests as the blockage.

The company continues to insist on a phone call to provide essential porting details, refusing a written resolution. This internal inconsistency and failure to provide basic information in writing is obstructing the resolution process for my number, **************."

"On Sat, Oct 4, 2025 at 9:19 PM, **************************************************************
<**************************************************************> wrote:
Good day, Ms. ******************** are writing you from TracFone **************** in regards of the of the *** complaint we received from you about your problems with the portability.

We have addressed your concern regarding status of your device we successfully escalated this issue to determine the cause of this discrepancy.

After a further investigation we found that there's no any internal block or "phantom port" error locking your number. At the moment, your line is ready to be port out to another service provider.

If you would like to transfer your line, and you need the Account number and Number Transfer Pin, please reply to this email with a contact number and your preferred time to further assist with your complaint, being aware of your availability is the key to fully help you.

You can also call us at ************** PIN/Ext. ****, if you require any further assistance. We are open 7 days a week from 9:00 AM to 7:00 PM EST time.
Regards,

Straight Talk wireless. "
Customer Answer
Date: 10/05/2025

?? For BBB Complaint Case # ********
Subject: Update: Impossible Resolution Path and Internal Contradictions

"TracFone is now creating an impossible resolution path.

Internal Failure: One TracFone department (ERD) blames the port block on pending requests with wholesale carriers "Bandwidth" and **************************** claims the number is ready to port with "no internal block."
Impossible Demand: Despite verifying my identity, TracFone insists I must contact these wholesale carriers myself to cancel the requests, knowing this is not something a consumer can do.

This demonstrates a failure to engage in good-faith resolution. I have issued a final demand for a solution within 5 business days before proceeding to formal arbitration.

"Forwarded Message -----
From: "ERD Management" <******************************************************************>
To: "*************************" <*************************>
Sent: Sat, Oct 4, 2025 at 11:25 PM
Subject: Re: Straight talk Wireless: Regarding your delay port out request (KMM17404273V10513L0KM)
Dear ******,

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

We are more than happy to assist you and are doing everything possible to address your situation.

In our recent investigation to correctly validate your account, we were able to confirm with the ********************** that the two carriers involved in your previous port-out processes were Bandwidth and Exiant Communications.

Unfortunately, our system does not show the exact company currently denying the request for your port data, which is holding up the transfer to NumberBarn. Due to this, we are only able to provide you with the names mentioned above, as these are the only ones displayed in our records.

To proceed, please try to contact these two providers to identify the company that is currently denying your port-out request to NumberBarn.

Thank you for being a Straight Talk Wireless customer. We appreciate your business.

Sincerely,
Executive Resolution Department
Straight Talk Wireless"
Customer Answer
Date: 10/06/2025
Subject: Update: Unresolved Contradictions and Final Pre-Arbitration Notice

Message:
"I am providing an update on my complaint.TracFone continues to operate with internal contradictions. One department (***) states my number port is blocked, while another (fccassist) claims it is ready and is requesting yet another round of account validation without addressing the core issue.

This lack of a coordinated response prevents resolution. I have issued a final demand for TracFone to resolve its internal discrepancies, clear any obsolete port requests, and provide my porting credentials. A failure to meet this demand by October 10, ************************************************************************** TracFone's Terms and Conditions."

From: "**************************************************************" <**************************************************************>
To: "*************************" <*************************>
Sent: Sun, Oct 5, 2025 at 8:29 PM
Subject: Re: BBB Case # ********- ****** Love (KMM17404450V88969L0KM)

Good day, Ms. ************************** are writing you from TracFone **************** in regards of the BBB complaint we received from you about your problems with the portability.

To provide you with all the information found on your account (Port attempts and account information) , as part of our process to generate your Number Transfer PIN and Account Number, we need to validate your account.

Please reply to this email with your account's security PIN and two frequently dialed numbers, so we can keep working on your case.

You can also call us at ************** PIN/Ext. ****, if you require any further assistance. We are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,

Straight Talk wireless.
Customer Answer
Date: 10/07/2025
BBB Update: TracFone Holding Number Hostage in Circular Process (Case #********)
TracFone continues to provide irreconcilable *************** department states the number is ready to port and has provided the account number, while another ignores this and demands further validation. The company is also attempting to send the vital Transfer Pin via an inaccessible SMS method.

A final pre-arbitration demand has been issued, requiring them to resolve their internal discrepancies, confirm all port blocks are cleared, and provide the Pin via email by October 10, 2025

"Forwarded Message -----
From: "**************************************************************" <**************************************************************>
To: "*************************" <*************************>
Sent: Mon, Oct 6, 2025 at 10:36 PM
Subject: *** Case # *******- ****** Love (KMM17404877V82595L0KM)
Good day, Ms. ******************** are writing you from TracFone **************** in regards of the *** complaint we received from you about your problems with the portability.

To provide you with all the information found on your account (Port attempts and account information), as part of our process to generate your Number Transfer PIN and Account Number, we need to validate your account.

Please reply to this email with your account's security PIN and two frequently dialed numbers, so we can keep working on your case.

You can also call us at ************** PIN/Ext. ****, if you require any further assistance. We are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,

Straight Talk wireless.
--- Forwarded Message -----
From: "ERD Management" <******************************************************************>
To: "*************************" <*************************>
Sent: Tue, Oct 7, 2025 at 12:56 AM
Subject: Re: FINAL DEMAND: Resolution Required Within 5 Business Days Before Arbitration-delay port out request   (KMM17404404V80919L0KM)
Dear ******,

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

In accordance with your request. We contacted the *************** and verifed the status of your account, we found that your line currently does not have any active portability process with us, nor is it in a pending status.

To facilitate your transfer, we will provide your account Number and send your Number Transfer PIN via SMS. Please use this information to contact your new service provider, NumberBarn, and request the portability process again so they can successfully transfer your phone number.

Account Number: ***************

In any case that the process encounters any issues, please remember that NumberBarn can contact us directly to ************************** for proper assistance.

If you have any further questions or concerns, please contact us via chat or by calling one of our customer care representatives at **************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

Thank you for being a TracFone Wireless customer. We appreciate your business.

Sincerely,

Executive Resolution Department
TracFone Wireless"
Customer Answer
Date: 10/13/2025
BBB Update Contradictory Carrier Statements & Final Porting Attempt
(Case #********)

TracFone's unified communication on October 11th again referenced "Bandwidth and *********************** contradicting its own "all clear" status from October 7th.

Despite this, they provided a PIN. I have given it to my new carrier for a final porting attempt.

If the number *************) is not ported by October 14, 2025, I will file for binding arbitration.

"From: "**************************************************************" <**************************************************************>
To: "*************************" <*************************>
Sent: Sat, Oct 11, 2025 at 10:09 PM
Subject: Re: BBB Case # ********- ****** Love (KMM17406665V13293L0KM)
Good day Ms. ********************************** are writing you from TracFone **************** in regards of the *** complaint we received from you about your problems with the portability.

We have addressed your concern regarding the status of your device. We successfully escalated his issue to fully investigate the cause of this discrepancy, and resolve the issue.

Our detailed investigation confirms there is no internal block, or "phantom port" error locking your number, your line is ready for a port-out process to an alternative service provider.

We effectively validated your account with the information provided, and confirmed the involvement of Bandwidth and ********************* in previous port attempts; unfortunately our system does not indicate the specific entity currently denying the port data request necessary for the transfer to NumberBarn, due to this, we are only able to provide you with the names mentioned above, as this are the only one displayed in our records.

Your account number/IMEI is , verifiable in your device settings on "About my phone ", and regarding the Number Transfer Pin, it has been successfully sent to your E-mail address. Please reply to this E-mail with a confirmation if you already received. You got 7 days to transfer out your number until the code expires.

You would receive a full letter from our team, with all the information retreived on the investigation of the case.

You can also call us at ************** PIN/Ext. ****, if you require any further assistance. We are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,

Straight Talk Wireless."
Business Response
Date: 10/15/2025
Dear ****** Love:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated October 1, 2025, regarding BBB Case number # ******** complaints.

Your complaint states that you are experiencing issues with porting out your phone number ending in 7667 to another service provider. You also stated Straight Talk's system falsely claims a "pending port order" from another carrier, blocking all valid transfer attempts; but you have not authorized another port out request.

We reviewed your account; it is active and connecting properly to our network. Our records indicate that you requested to port out your phone number ending in 7667 to another service provider on 09/09/2025. Our system denied the port-out request, it was not valid, because it appears your new carrier indicates there is a pending portability process with a third company. Therefore, you must contact that third company directly to confirm if they are imposing any type of hold or block that may be denying the completion of your portability request.

Additionally, Straight Talk customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. You must have the Number Transfer PIN (NTP) code, account number, or zip code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

Interaction records indicate on 09/09/2025 you successfully received your Straight Talk account number and Transfer Pin, and then on 09/19/2025 you requested another Transfer Pin code without success. On 10/07/2025 you validated your account via email and a new Transfer Pin code was sent to your email **************** on 10/09/2025. Upon checking, your phone number ending in 7667 was released from our system and transferred out to your new service provider on 10/10/2025, per reference ticket No. 133-006-6031.

We attempted to contact you via phone number ************ and email **************** on 10/01/2025, 10/04/2025, 10/05/2025, 10/06/2025 and 10/11/2025 to discuss the status of your account and port-out request; however, we were unable to reach you, nor received your reply to our emails.

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

Please refer to email reference number ******* or Ticket Number 1329453992.

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: 10/27/2025
The Better Business Bureau
Regarding:TracFone/Straight Talk Wireless (Case # ********)

The undersigned consumer, ****** Love, provides this formal rebuttal to the response submitted by Straight Talk Wireless's ******************************* on October 11, 2025. This rebuttal serves to correct the factual inaccuracies, omissions, and misleading characterizations within their response and to document for the record the egregious administrative failure that defined this porting process. This matter is now settled, but it is critical that the official record reflects the true sequence of events and the immense burden placed upon the consumer to resolve a problem created and perpetuated by the company's own internal systems.

1. The Core Fallacy: The *************** Obstruction
Straight Talk's response repeatedly asserts that the porting failure was due to a"pending portability process with a third company," for which the consumer was responsible to resolve. This claim represents the fundamental error and primary source of this protracted dispute.

The "Third Companies" were wholesale carriers, not retail entities. The companies *********************** and Exiant Communicationsare underlying network infrastructure providers. They do not maintain consumer-facing support channels. Instructing a customer to contact them directly is the functional equivalent of instructing a customer to contact "the electrical grid" to restore power; it is an impossible, nonsensical, and professionally negligent directive that demonstrates a profound failure to understand the basic architecture of the telecommunications industry.
The "phantom port" was an internal TracFone system error. The "pending port order" was a glitch within TracFone's own databasea "phantom port"that erroneously blocked new, valid requests. The solution required internal administrative action by TracFone's ********************** to clear the obsolete records, an action the consumer repeatedly demanded but which TracFone staff consistently failed to execute or even comprehend for weeks.

2. Contradictory and Uncoordinated Internal Communications
The consumer was forced to navigate a labyrinth of utterly uncoordinated and contradictory information from different TracFone departments,a fact entirely omitted from the company's sanitized response.

******************************* (***) vs. *** Assist Team: The consumer received written confirmation from the *** on October 7, 2025, stating the line had "no active portability process... nor is it in a pending status," effectively an "all clear." Conversely, the *** Assist team, as late as October 11, 2025, continued to cite the "involvement of Bandwidth and ********************** as a denial point. These two official positions from within the same company were mutually exclusive, creating an impossible situation for the consumer and proving a catastrophic failure of internal coordination and record-keeping.

3. The Insinuation of Consumer Non-Cooperation is ******************************** statement that it"was unable to reach you" via the inactive number in question and email is a disingenuous deflection.

All meaningful correspondence was conducted via email. The consumer explicitly and repeatedly insisted on written communication to maintain a verifiable record, a prudent measure given the company's demonstrated inaccuracy. The primary email thread, to which the consumer responded promptly and consistently, served as the legitimate channel for resolution. To imply non-cooperation by citing failed contact attempts on a known-inactive line is a transparent attempt to shift blame.
The burden of action was always on TracFone. The consumer provided all required authenticationincluding account PINs and frequently dialed numberson multiple occasions to multiple departments. The delay was never due to a lack of consumer-provided information but was solely a result of TracFone's inability to process that information correctly due to its own internal system block.

Conclusion: A Settlement Forged Through Consumer Persistence, Not Corporate Competence

The port was ultimately successful on October 10, 2025, not due to a timely or efficient resolution by Straight Talk, but in spite of one. It was achieved only after the consumer exhausted every conceivable avenue:

Numerous futile calls to customer service and porting departments.
The filing of formal complaints with the Better Business Bureau and the ********************************* (FCC Case #*******).
The drafting of a formal Notice of Dispute and a demand for binding arbitration.
The navigation of weeks of contradictory instructions and the need to educate various company representatives on the nature of their own internal error.

The company's response, which glosses over this month-long ordeal as a simple misunderstanding, is a final act of misrepresentation. The process was absurd, unnecessarily complex, and caused significant consumer distress. This case should stand as a matter of record detailing a profound failure in customer service and operational competence.

While the specific issue of the number port is now settled, this rebuttal is necessary to ensure an accurate and complete record is preserved.

Sincerely,

****** Love
Customer Answer
Date: 10/27/2025

Complaint: ********

I am rejecting this response because:

The Better Business Bureau
Regarding:TracFone/Straight Talk Wireless (Case # ********)

The undersigned consumer, ****** Love, provides this formal rebuttal to the response submitted by Straight Talk Wireless's ******************************* on October 11, 2025. This rebuttal serves to correct the factual inaccuracies, omissions, and misleading characterizations within their response and to document for the record the egregious administrative failure that defined this porting process. This matter is now settled, but it is critical that the official record reflects the true sequence of events and the immense burden placed upon the consumer to resolve a problem created and perpetuated by the company's own internal systems.

1. The Core Fallacy: The *************** Obstruction
Straight Talk's response repeatedly asserts that the porting failure was due to a"pending portability process with a third company," for which the consumer was responsible to resolve. This claim represents the fundamental error and primary source of this protracted dispute.

The "Third Companies" were wholesale carriers, not retail entities. The companies *********************** and Exiant Communicationsare underlying network infrastructure providers. They do not maintain consumer-facing support channels. Instructing a customer to contact them directly is the functional equivalent of instructing a customer to contact "the electrical grid" to restore power; it is an impossible, nonsensical, and professionally negligent directive that demonstrates a profound failure to understand the basic architecture of the telecommunications industry.
The "phantom port" was an internal TracFone system error. The "pending port order" was a glitch within TracFone's own databasea "phantom port"that erroneously blocked new, valid requests. The solution required internal administrative action by TracFone's ********************** to clear the obsolete records, an action the consumer repeatedly demanded but which TracFone staff consistently failed to execute or even comprehend for weeks.

2. Contradictory and Uncoordinated Internal Communications
The consumer was forced to navigate a labyrinth of utterly uncoordinated and contradictory information from different TracFone departments,a fact entirely omitted from the company's sanitized response.

******************************* (***) vs. *** Assist Team: The consumer received written confirmation from the *** on October 7, 2025, stating the line had "no active portability process... nor is it in a pending status," effectively an "all clear." Conversely, the *** Assist team, as late as October 11, 2025, continued to cite the "involvement of Bandwidth and ********************** as a denial point. These two official positions from within the same company were mutually exclusive, creating an impossible situation for the consumer and proving a catastrophic failure of internal coordination and record-keeping.

3. The Insinuation of Consumer Non-Cooperation is ******************************** statement that it"was unable to reach you" via the inactive number in question and email is a disingenuous deflection.

All meaningful correspondence was conducted via email. The consumer explicitly and repeatedly insisted on written communication to maintain a verifiable record, a prudent measure given the company's demonstrated inaccuracy. The primary email thread, to which the consumer responded promptly and consistently, served as the legitimate channel for resolution. To imply non-cooperation by citing failed contact attempts on a known-inactive line is a transparent attempt to shift blame.
The burden of action was always on TracFone. The consumer provided all required authenticationincluding account PINs and frequently dialed numberson multiple occasions to multiple departments. The delay was never due to a lack of consumer-provided information but was solely a result of TracFone's inability to process that information correctly due to its own internal system block.

Conclusion: A Settlement Forged Through Consumer Persistence, Not Corporate Competence

The port was ultimately successful on October 10, 2025, not due to a timely or efficient resolution by Straight Talk, but in spite of one. It was achieved only after the consumer exhausted every conceivable avenue:

Numerous futile calls to customer service and porting departments.
The filing of formal complaints with the Better Business Bureau and the ********************************* (FCC Case #*******).
The drafting of a formal Notice of Dispute and a demand for binding arbitration.
The navigation of weeks of contradictory instructions and the need to educate various company representatives on the nature of their own internal error.

The company's response, which glosses over this month-long ordeal as a simple misunderstanding, is a final act of misrepresentation. The process was absurd, unnecessarily complex, and caused significant consumer distress. This case should stand as a matter of record detailing a profound failure in customer service and operational competence.

While the specific issue of the number port is now settled, this rebuttal is necessary to ensure an accurate and complete record is preserved.

Sincerely,

****** Love

Customer Answer
Date: 10/30/2025
Subject: Final Rebuttal and Case Closure - Preservation of Record

To: The Better Business Bureau

This is my final rebuttal to Straight Talk's response dated October 27, 3025. My goal remains, as stated, to ensure an accurate and complete record is preserved. The number port is settled; the integrity of this complaint record is not.

1. Refusal of a Phone Call: I will not accept a phone call. Furthermore, I was unable to make or accept phone calls on the number in question, which is the very reason for the porting request. A call creates no verifiable record and contradicts my core complaint about their inconsistent and inaccurate communication. All resolution must be documented in writing.
2. Reiteration of Core Failures: Straight Talk's response fails to address the substantive issues documented in this case:
The weeks-long "phantom port" system error.
The contradictory instructions from their fccassist and ************** departments.
The impossible directive for a consumer to contact wholesale carriers (Bandwidth/Exiant) directly.
3. Misleading Characterization: Their summary reduces a month of systemic failure and consumer harm to a simple "issue with porting," which is a profound misrepresentation.

This case should be closed with this rebuttal attached, reflecting that the resolution was achieved despite Straight Talk's obstructive processes, not because of them. The record now accurately shows they failed to provide a coherent, written accounting of their own internal failures.

Sincerely,
****** Love
Business Response
Date: 11/06/2025
Dear ****** Love:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 27, 2025, regarding BBB Case number ******** complaints.

Your follow up complaint states that you have experienced unnecessary complexity just to successfully port your number causing significant distress.

We sincerely apologize for any inconvenience you may have experienced. As part of our commitment to providing excellent customer service,we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

We attempted to contact you by phone at ************ on October 29, 2025, regarding your rebuttal. However, we were unable to reach you. As a follow-up, we sent a message to your email address at *************************.

On October 30, 2025, we received your response confirming that your port-out request was successful and that the case may now be closed.

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 1329453992.

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: 11/07/2025

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,

****** Love
Initial Complaint
Date:09/30/2025
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.
It happened on 9/25/2025 that ***** GB of my data disappeared from my service. I paid for a year's worth of service on December 26, 2024. I did not receive the data that comes with the service and had to call several times to get it added. They finally added it on *****************.I received a promotion for my birthday in ********* for one month free. I tried to add it. It did not work, so they had to add it on their end. I ended up with 2 months, paying for one of the months but not receiving my data for that month I paid for. So I had to call back a few times for them to add it.Then, I was told because 2 months of service were added in the middle of my year of service, before the year was up, this messed up my expiration date. Instead of expiring in February of 2025 (one year being December expiration & the added two months bringing it to February), it expired on September 25, 2025. I was told that nothing could be done about it. I had to call back continuously until this issue was somewhat fixed. The part that was not fixed is that my carryover data was still set to end on September 25, 2025 when the rest of my service was to end February 27, 2026. On September 25, 2025, I called back again to ask again if the carryover date could be changed from September 25, 2025 to February 27, 2026. It was explained that I would not lose any carryover data because my service does not end until February 27, 2025 and this data carries over.I looked at my account a few hours later, and my service data of ***** had disappeared, not my carryover data! I have been calling back over and over again since then. I've been told different things from different representatives: You must have used the data in a couple hours, nothing I can do, I can't transfer you to anyone, I added ***** GB, (I never received it.), we will schedule a call back (never received).
Business Response
Date: 10/14/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your ***** GB data balance was removed from your account.

We spoke with you on October 2, 2025,via phone at ********** and discuss the status of your account and data balance. During the call, you provided us with your account information having the number ending in 5926.

Upon review, we found that your account is active and properly provisioned in the network. To address your concern regarding the missing data balance, we examined your accounts redemption and usage history. It was determined that a system glitch caused the removal of your data balance.
We sincerely apologize for any inconvenience this may have caused. Please be assured that we are taking steps to prevent similar issues from occurring in the future.
Our records indicate that your account was updated on September 30, 2025, and the missing data balance was successfully restored under reference numbers ********** and 1329393695.
During a follow-up call on October ******, you confirmed that your data balance has been updated and now reflects the correct information. No further assistance is required at this time.

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 1329535933
.

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: 10/19/2025

Complaint: 23955118

I am rejecting this response because: I just found out that with another one of my lines the talk is no longer working! It says restricted, even I purchased unlimited talk and text in a few weeks ago! I should not keep having problems with your service! I need to be compensated for all this hassle! My son tried calling his job and could not! This could jeopardise his job!

Sincerely,

***** ******
Business Response
Date: 10/27/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date October 20, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that your sons phone could not make phone calls and is showing restricted, despite having an unlimited service plan.

As we reviewed, we could not find any other line in your account. Therefore, we need to speak with you to gather the account information and conduct a thorough review and assist you with your concern.

We spoke with you via phone number ************* on 10/21/2025; you provided us with your sons phone number ending in 7632. We reviewed the account and confirmed that it is active and provisioned in our system. While you did not have the device with you, we checked the network and confirmed it is properly connected. You also confirmed that your son's phone is working correctly, as you had received confirmation from him. You further stated that no further assistance was required, and the call was concluded.

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

Please refer to email reference number ******* or Ticket Number 1329535933.

Based on 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: 10/29/2025
I explained that this type of thing keeps happening and has to stop!!!! Either I do not get the data I paid for and have to call for a few weeks on end to get someone to actually do something about it, or many GB of data is randomly removed from the account and I have to do the same to get it back, or the service is randomly not working and I have to do the same to get it to work again, etc. etc. My complaint explained this and when I talked to someone over the phone, I explained that this keeps happening and has got to stop. Plus, that I should have some compensation for having to go through this all the time!!! So no, it was not resolved!!!
Customer Answer
Date: 10/30/2025

Complaint: 23955118

I am rejecting this response because: I explained that this type of thing keeps happening and has to stop!!!! Either I do not get the data I paid for and have to call for a few weeks on end to get someone to actually do something about it, or many GB of data is randomly removed from the account and I have to do the same to get it back, or the service is randomly not working and I have to do the same to get it to work again, etc. etc. My complaint explained this and when I talked to someone over the phone, I explained that this keeps happening and has got to stop. Plus, that I should have some compensation for having to go through this all the time!!! So no, it was not resolved!!!

Sincerely,

***** ******
Business Response
Date: 11/06/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 30, 2025, regarding BBB Case number ******** complaint.

Your follow up complaint states that the issue you are experiencing is recurring and that you would like it to be resolved.Additionally, you are requesting compensation for the inconvenience this has caused.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help and we will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on November 1 and 5, 2025, via phone at ************.During our recent calls, you confirmed that the phone numbers ending in 5926 and 7632 are functioning as expected. However, during your inquiry, the data balance for 5926 incorrectly displayed zero, despite an expected remaining balance of approximately 25GB.

Following a thorough investigation, we identified the issue as a system glitch. To fully resolve the matter, we updated the system information under reference number **********. With this resolution in place,you agreed to proceed with closing the case.

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 1329535933.

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: 11/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have not received any compensation for this ongoing problem "system glitch" that has been occurring for a couple of years now. So I am in hopes that it is resolved completely, so this does not continue to happen.

Sincerely,

***** ******
Initial Complaint
Date:09/30/2025
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.
My plan for my tracfone is unlimited data and I have been informed i no longer have data for my phone. which the plan expires 5/29
Business Response
Date: 10/14/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your TracFone plan includes unlimited data and expires on May 2029; however, you were informed that no data balance was available on your account.

We contacted you via phone at ************ and email at ******************* on October 1 and ******, but we were unable to speak with you directly. However, we received your email response on October 2, stating your phone number ending in 0202.

Upon review, we found that the account is active and well provisioned in the network. Our records show that on August 4, 2024, you added a $192 airtime plan (unlimited talk, text and 48GB data / 365 service days) to your old phone that was reported as defective. On April 2025, upon agreed, a new plan (unlimited talk, text and 60GB of data / 90 days) was generated in exchange to your old plan and was added to your new phone under reference number **********. With that, your unlimited plan is set to expire on November 2025. In addition, we have checked your phones data usage as well and determine that a system glitch had caused to removal of your data balance.

We spoke with you on October 10, 2025, via phone at ************, and agreed to gradually restore the missing data balance until fulfillment is reached. Updates were made to your account under reference numbers ********** and 1330086676.

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 1329462062.

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: 10/24/2025

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:09/30/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
tracfone i just filed past complaint on them illegally taking fund swrong day wrong amout so now they turned my tracfone service off and ********* ftc 09/26/2025 tracfone today ********* all federal trade commission complaints next state att general keep filing every place ill tracfone is closed down bankrupt they arec100 percent thieves liers con artists soon it will be proven you wil l endup paying billions$ in fines from many places my goal get tracfone closed down bankrupt i will see this hello tracfone no resolution imnow out to get you i willdi it one way or other
Business Response
Date: 10/13/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you previously filed a concern with TracFone regarding being billed on an incorrect date and for the wrong amount. Following this, your service was unexpectedly disconnected.

Upon review, we found that your Total Wireless account with the number ending in ************************************** the network.

Total Wireless Terms and Conditions state that the Service End Date on your Plan is the last day of your monthly Plan cycle. Your Service End Date is determined using the date on which you activated your Total Wireless Service by redeeming a Plan, with the day of activation being deemed day 1 of your monthly plan cycle. To keep your Service active, you must either purchase and redeem a Plan prior to your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided.

Our records show that your account is currently active and properly provisioned with the $55 Total 5G Unlimited plan (30-day service). The accounts purchase history reflects one payment per month at the correct amount of $55.

We attempted to contact you via phone at ************ on October 2 and October 3, 2025. During these attempts, we were able to speak with Ms. ****** however, we were unable to proceed with assistance as she was unavailable at the time.

Additional contact attempts were made via phone and email ********************* on October 6, 8, and 12, 2025. Unfortunately, we have not been able to reach you or Ms. ****** and we have not received any responses to our emails.

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 1329531100.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/29/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called tracfone to put service back on my sons phone on Saturday Sept 27. The service was never activated on the device. When I called back on Sunday, my account couldn't be verified via email or the pin I had set up. It appears the customer service agent I spoke with Saturday had input them incorrectly. The agent I spoke with Sunday wanted to send the verification code to the cell phone on the account, not understanding that the device wouldn't be able to receive a text message without service. I asked to speak with a supervisor and was told they were instructed not to transfer anyone to a supervisor anymore. The end result in all of this is that I've paid for a service I did not receive and have no way of rectifying the issue.
Business Response
Date: 10/13/2025
Dear ******** ********:

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

Your complaint states that you refilled your sons phone on September 27, 2025, but have not receive the service. You called to seek assistance but concern was left unresolved.

We spoke with you on October 2, 2025, via phone at ************. During the call, you provided details of the account in question,including the serial (IMEI) number ending in 6800 and the phone number ending in 2795.

Our records confirm that the phone was successfully reactivated on September 27, 2025, using the TracFone $9.99 airtime plan. The account is well provisioned on the network. As part of the troubleshooting process, we advised you to power the phone off and on to help establish a connection to the network. Following this step, we were able to confirm that the service is working properly and all features are functioning as expected.

Additionally, we updated the email address on file. At this time, no further assistance is required.

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 1329523764.

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: 10/14/2025

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:09/28/2025
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 am filing a complaint against Tracfone Wireless, Inc. regarding the unjust removal of prepaid wireless services that I purchased and rightfully maintained.Details of the Issue As of April 24, 2025, my Tracfone account balance showed: Minutes: ***** SMS: ***** Data: 1.95 GB ********** end date is April 29, 2026. My prepaid balance should remain valid until then. After April 2025, I did not use my Tracfone device. It remained switched off from late April until mid-August 2025. Around August 15, 2025, I powered on the device after nearly four months off. On August 20, 2025, when I attempted a call, it failed. I then checked my account and discovered my entire balance of minutes, SMS, and data had been wiped to zero (0), even though I had not used the device and the service was far from expiration.Attempts to Resolve I immediately contacted Tracfone customer service to request restoration. ************* repeatedly claimed there was usage, though the phone was off for months. Instead of correcting the error, they instructed me to recharge or renew, asking me to pay again for services that should still be valid through April 2026. To date, Tracfone has provided no explanation, refund, or restoration.Harm and Inconvenience I cannot use my phone service, despite having prepaid for minutes, texts, and data still under service. This has caused serious inconvenience, leaving me without wireless service when needed. I have suffered financial harm, since Tracfone is withholding services already paid for. I have lost time and effort contacting customer service with no resolution. This conduct is an unfair business practice and a violation of consumer rights.
Business Response
Date: 10/13/2025
Dear ****** ***** ******:

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

Your complaint states that you have not used your phone since April, yet you still had a remaining balance. When you attempted to use it recently, you discovered that the balance had been removed, which prevented you from accessing any services. You sought assistance regarding this issue,but unfortunately, it remains unresolved.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, the account currently shows no remaining balance. To investigate further, we reviewed your redemption history and usage report. With the assistance of our investigation team, we determined that the balance removal was caused by a system glitch.

We sincerely apologize for any inconvenience this may have caused. Please be assured that we are taking steps to prevent similar issues from occurring in the future.

We also spoke with you on October 1, 2025, via phone at ************. During the call, we updated your account and replenished your minutes. You inquired about restoring another account, but we had to decline the request as the account has been inactive for an extended period. At this time, no further assistance is required.

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 1329461405.

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

Sincerely,

Executive Resolution Department

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