Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,491 total complaints in the last 3 years.
807 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:08/09/2025
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.
Overseas support has been unable to resolve my data issues, I have over 9GB of data and I'm unable to utilize them for work.I'm requesting US based ***** support to reset my APN setting's or figure out what is causing my issue.
Business Response
Date: 08/25/2025
Dear ***** *****:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated August 09, 2025, regarding BBB Case number # ******** complaint.

Your complaint states that you experienced issues with your data, and customer service was unable to resolve it. You are requesting proper support to utilize your 9 GB of data for work.

In our review, it reflects that your phone is active and provisioned in our network with the right equipment values. You purchased a $15 service plan,which includes unlimited calls and text with 3GB of High speed data for 30 days plus one Add-on data card, which contains 3GB added on 08/08/2025. Additional Add-on data of the same value was added on 08/09/2025, making a total of 9GB of data. Usage Records indicate that the phone is working and service is being used.

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

We spoke with you via phone number ************ on 08/11/2025 and discussed the status of your account and data service issue; however, you expressed that the issue has been resolved and declared that no further assistance would be needed.

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 ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I completed my lease for an iPhone 13 (purchased through SmartPay Leasing via Straight Talk) and now own the device outright. However, the phone is Activation Locked by *****. ***** will not remove the lock unless I provide a proof-of-purchase document containing:**** name 2.The device model ***** IMEI or serial number ***** sellers name/logo ***** purchase date While I have my lease agreement, it is missing the IMEI/serial number. ***** will not accept it as valid proof without all of the above information on the same document.Both Straight Talk and SmartPay have my IMEI and purchase records in their systems, yet I have been told they cannot provide a corrected proof of purchase. Without this document, the phone I fully paid for is permanently unusable.?Desired Outcome:Within 10 business days, I request one of the following:A reissued proof-of-purchase or letter on company letterhead meeting Apples requirements (including IMEI/serial number, my name, model, date, and company logo), OR A replacement iPhone 13 of equal value/specifications, OR A full refund of the total amount paid for the device.?Attachments I Will ************* agreement showing completed payments Screenshots of ******** account showing lease completion Screenshot of Apple Activation Lock screen
Business Response
Date: 08/25/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you bought an iPhone 13 from Straight Talk Wireless through SmartPay leasing; however, ***** currently locks your phone. In order to unlock the phone, ***** is requesting a proof-of-purchase, which includes your name, phone model, ****, sellers name/logo, and purchase date. You are requesting both Straight Talk and SmartPay to provide the requested documents;otherwise, you want a replacement phone or a refund.

We reviewed your account, which corresponds to a Straight Talk account with an associated iPhone 13 with IMEI ending in 2325, activated on May 03, 2022. Your phone is active with a $65 unlimited talk, text and data service plan. Due to the age of when the order was processed, we need to conduct further review to verify the order details.

We spoke with you on 08/11/25 via phone number ************. We discussed the status of your device and you informed us that you already contacted ******** customer service and was able to gather the required documents. You expressed that you do not need further assistance from us.

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

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

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

Sincerely,

Executive Resolution
Initial Complaint
Date:08/08/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted TracFone about my damage device to see if I had a warranty. I was told yes, so I asked if I could get a replace phone because mine wasn't usable and its my work phone. I was then told In order to receive a replacement I would first have to send in the old device. I was sent a return label 7/21/2025 and sent the device off on 7/25/2025 at 10:04 am at *** store number- 3651 due to my work schedule. I hadn't heard anything back so I reach out to someone today to see what was going on with the replacement. I was asked a few questions to verify information and given a verification number(1322599933) and when asked to give 2 numbers that I had recently called from the phone I was told they could verify those phone numbers. This is possible stopping me from getting a replacement phone and also interfering with my job. I was told I would receive a call back today 8/8/2025 around 11 am and haven't heard from anyone. Please help resolve this issue by either giving my old device back, a replacement or a refund. I can be reach at the provided phone number or email for more information
Business Response
Date: 08/25/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 08, 2025, regarding BBB case # ******** complaint.

Your complaint states that your phone was damaged and were informed that it is still within warranty; therefore, you have sent your phone back, using the provided return label, on 7/25/2025. However, you still have not received the replacement phone yet. In addition, you were asked questions to verify the account, which is possibly preventing you from receiving the phone.

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

We reviewed your account, and our records show that a replacement phone request was issued for your damaged phone on 06/13/2025 per the ******************* Ticket No. **********. Our warehouse records indicate that we received your damaged phone on 07/31/2025. However, the replacement phone requested was out of stock. We apologize for any inconvenience this update may have caused to you, and we have updated the ******************* Ticket on 08/13/2025. Consequently,the replacement phone was shipped on 8/14/2025, with *** tracking # 1Z7X28F00255268936.

We spoke with you on 08/15/2025 via phone number ************, and discussed the status of the replacement phone. We discussed the aforementioned update regarding the replacement phone, and agreed to wait for the delivery of the replacement phone. As of this writing, we confirmed that the replacement phone was delivered on 8/18/2025 at ***********, **, per *** tracking.

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 1326227519.

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: 09/08/2025

Better Business Bureau:

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

Sincerely,

**** ******
Initial Complaint
Date:08/08/2025
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.
straight talk added auto pay without my permission. I want to transfer my phone number to another company, after spending an hour or more, they will not release my number. I also had the company I want to transfer to do a conference call with straight talk, and still refuse to release the number. I have been with this company for 42 **** the service is fine had no problems. the customer service is awful.
Business Response
Date: 08/26/2025
Dear ******** *****:

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

Your complaint states that Straight Talk put your account on Auto Pay without your consent and refuse to release your number.

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

As per Straight Talk Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer 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.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

We spoke with you on August 14, 2025, via phone at ************. During the call, you mentioned that someone was already assisting you with your concern. Nevertheless, we offered our support and you requested that your phone with IMEI ending in 8815 be unlocked.

Upon checking, we found that the device is currently listed as New in our system, with no activation history. This status indicates that the phone has not yet been activated, which affects the eligibility for unlocking.

Straight Talk 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.

Following our conversation, you were advised to activate the phone, and a free SIM card was offered under reference number **********. The new SIM card was received on August 15, and your phone was successfully activated on August 18. Please note that the account is not enrolled in Auto Pay.

We made a follow-up call on August 20, during which you confirmed that your phone service was working properly. However, you expressed dissatisfaction with our unlocking policy and indicated that you preferred not to continue further communication. As such, we will proceed to close this case.

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 1326229930.

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: 08/27/2025

Complaint: 23718939

I am rejecting this response because: My phone number has not yet been released. They did removed me from auto pay THAT I DID NOT CONSENT TO! There is always a work around, that maybe a manger or tec support can fix. I have been with this service for 42 mths. I want my number released now, not 60 days from now. enough is enough already.

Sincerely,

******** *****
Business Response
Date: 09/02/2025
Dear ******** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/27/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your phone number has not been released yet,and that you wanted it released immediately and not wait for 60 days.

Please note that you may contact your new service provider and proceed with the Port process.Per our previous response, you only need to have your number active, and provide all the required information, including the Number Transfer PIN (NTP),to the new service provider, to Port your number out.

On the other hand, the 60-day requirement you mentioned refers to the requirement for the unlocking of your phone. Please note that the Unlocking Policy indicates that the phone must pass 60 days after Activation, and 60 days of paid active service. You may visit *********************** for the detailed requirements.

We spoke with you via phone number ************ on 8/31/2025, and discussed the matter with your complaint. You confirmed you wanted to unlock your device (IMEI ending in 8815) and port your number (ending in 7894) to another provider. We explained that your device requires 60 days of active service to be unlocked. We also suggested that you port out your number after your device is unlocked to prevent the deactivation of your phone, otherwise, you will need to reactivate it with a new number, and you agreed.

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

Please refer to email reference number ******* or Ticket Number 1327343686.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/08/2025
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 continue to have issues with a small flip phone I bought as a work phone for my home care business. The first number I was assigned I kept receiving spam calls constantly. I read that customers can change their phone numbers by texting "minc" to "******" and every time I do this I get assigned phone numbers from out of my area or even out of the state. ********* caters to elderly people and these elderly people will not answer phone calls that are out of the area. (as the elderly patients believe out of area phone numbers are spam-and I agree) Just this morning I contacted trac fone customer service chat after being assigned another out of area phone number. The agent changed my number for me after informing me only four number changes are permitted per month or 1 number per week, however since my issues he would change it this time.The problem is he went offline as the time changed to 1am. The number the trac fone agent gave me was another out of area phone number. I need a phone number that has either the 724 or 412 area code as I service the ************* metro area that includes two area codes that are 724 or 412. I currently have assigned a area code 267 number that is located in southeastern ************, specifically in and around ************. It serves the city of ************, along with portions of ***** and ********** counties. Essentially, it's an overlay for area codes 215 and 445, which I have had the later area code generated once as well. Two issues, I need a correct phone number that has not been used before for my area, and there is a glitch in your ****** minc system as I am getting auto generated phone numbers that are far from my home service zip code. Thank you please fix
Business Response
Date: 08/22/2025
Dear Pilot Abilene:

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

Your complaint states that you changed your phone number using the ****** service, and the new number assigned to you is not local it appears to be from a different area or even a different state. You are requesting to be provided with a local number and are also asking that the issue with ****** assigning incorrect numbers be investigated and resolved.

Upon review, we found that your TracFone account is active and was initially activated via the web. We found that registered ZIP code of the account is *****. Please note that new phone numbers are system-generated based on the registered ZIP code. We apologize for any inconvenience this may have caused. Based on our verification, the area code assigned is local to your area.

We contacted you on August 14, 2025, via phone at ************. During the call, to accommodate your request for a specific area code, we manually attached a new number to your account. This process required temporarily deactivating your line, assigning the new number, and then reactivating the service. As part of this process, your accounts ZIP code was updated to *****. We also ensured that your minutes were retained.

On a follow-up call the next day, you confirmed that your service was working as expected, your account reflected the correct balance,and you were satisfied with the new number. 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 1326055541.

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:08/07/2025
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 purchased 2 new ******* Galaxy A32 phones. Order #****-T022266SO0. The total charge was ****** for both phones and service plans. Each phone was $149.99 I ordered these on April 16 and received them on April 19. Minutes after activating the phone one of them started acting up and shut down and would not restart. I had to call customer service to have the number switched back to the old phone and I was told that a replacement phone would be sent and to wait 3-5 business days for it to be delivered. The phone never arrived, so on 4/28 I called customer service again and was told that I needed to return the other phone before a replacement could be sent. I was given a tracking number and a ticket number to return the phone to the warehouse. Tracking #1Z6980XX9007522714, Ticket # **********. On 4/30 the phone was received at the warehouse. On May 7 I had not received anything so I called customer service again and was told that this would be escalated. On 5/12 I again called customer service and asked for a refund for the purchase. The agent stated that she would issue a refund and gave me a transaction reference # ********EADLI4NO and said that the refund could take up to 30 days. On 7/7 I got on live chat and was told that the phone had been sitting in queue for repair and that the refund for the phone was never issued, that the reference number was for the airtime. On 7/16 I called to check the status and was told that it was sitting in queue for repair. At this point I asked for a refund to be issued since that is what I had requested on 5/7. I was told that a refund could not be issued since it had been over 30 days. The repair was cancelled, and a ticket was issued for a replacement phone. On 8/6 I received a refurbished ******* Galaxy A-11, a $65 phone and half the memory as the A-32. This has been going on far too long. I either want my money refunded or a replacement phone sent.
Business Response
Date: 08/22/2025
Dear ******* *******:

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

Your complaint states that you purchased two phones in April, and one of them was found to be defective. You returned the defective device to request a replacement. On August 6, your ******* A32 was replaced with a refurbished ******* Galaxy A11. However, the replacement device is of lower value and has significantly less memory compared to your original phone. As a result, you are requesting either a refund or a replacement device that matches the specifications and value of your original ******* A32.

Upon review, we found that a replacement phone request was created on April 18, 2025, for your new device with a serial (IMEI) number ending in 8867, under reference number **********. Our facility confirmed receipt of the defective device on May 6, 2025. However, due to a system error,the ticket was closed without processing a replacement device.

Records show that on July 16, 2025, one of our agents created a new replacement phone ticket under reference number 1324584053.However, the ticket was mistakenly created using the serial number ending in 4005, which corresponds to a Galaxy A12. As a result, a refurbished Galaxy A11,considered a comparable device to the A12, was sent as your replacement.

We spoke with you on August 8, 2025, via phone at ************. During the call, we shared the results of our investigation. To resolve the matter, we verified the availability of your original phone model and reopened your replacement request.

According to *** tracking number 1ZY870930200437354, the second replacement device was delivered on August 11, 2025. During a follow-up call on August 12, you confirmed receipt of the replacement phone and mentioned that you plan to activate it once you have your screen protector.

As of this date, records show that your new phone was successfully activated on August 16, 2025, by transferring your number and service. This was completed under reference number 1326574285.

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 1326047094.

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:08/07/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been using TracFone Wireless service for over 10 years. One of the things that is important to me is that theyve always maintained that your unused minutes, texts, and data would always roll over each service period and would never expire or be taken away. If you look at the attachment you will see where I texted TracFone to request my balance on June 11, 2025, and it shows that over the 10 years Ive been using TracFone, I had accumulated ****** minutes and ***** texts as well as 2.14 GB of data. Exactly a month later on July 11, 2025, I tried to use my cell phone, and it would not process my call. I checked my account online and I found that TracFone had removed all my minutes, texts, and data and changed my balance on all to 0. I called TracFone and spoke with several ***resentatives over a 6-hour period and none could tell me why this happened. They all told me the same thing, that they couldnt see my previous balance, and when I asked for a manager, they all said they had no manager, but eventually they would say they would transfer me to a manager. Then they would disconnect the call. I waited and called again the next day which was Saturday July 12, 2025. I spent several hours again facing the same treatment until one person told me they would fix the issue. They said my account would show only ***** minutes but after a week would be back to my ****** minutes. A week later it still showed ***** minutes. I waited an extra week and still it wasn't fixed. When I called again, the *** offered to give me an additional ***** minutes, which is still ****** less than I had. I told her no and asked for a manager only go through the same game again. I feel like they are taking away my minutes because I accumulated so many and they aren't making money on me, and that they are making it impossible to speak to anyone higher up so they don't have to give me my minutes back. There are others online who have ***orted this same issue.
Business Response
Date: 08/22/2025
Dear ***** ******:

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

Your complaint states that your carryover minutes were removed from your account. You contacted customer service for assistance, but the issue remains unresolved.

We spoke with you on August 8, 2025, via phone at ************. During the call, you provided your account information. Upon review, we confirmed that your TracFone account is active and properly provisioned in the system. Records indicate that adjustments had already been made to your balance; however, talk minutes were still missing and required further investigation.

It was determined that a system error caused your balance to be removed. To resolve this, we made follow-up calls on August 9 and 13, 2025,and added the missing minutes under reference numbers **********, **********,and **********. You confirmed that your balance was updated and your service was working as expected. No further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1325044467.

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: 09/08/2025

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:08/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone has refused to restore 58GB of my unused data purchased in May 2024 and was to carry over to my May 2025 365 day card renewal.
Business Response
Date: 08/22/2025
Dear ****** *****:

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

Your complaint states that TracFone refuse to restore your 58GB of unused data.

Upon review, we found that your TracFone account is active.Records show that you refilled your phone in May 2024 with a $288 Unlimited Plan, which includes unlimited talk and text, and 120 GB of data valid for 365 days. This plan is set to expire on May 24, 2025. Please note that to retain any unused data from an Unlimited Plan, the account must remain on an active Unlimited Plan. Otherwise, the data will expire.

On May 26, 2025, you refilled your phone with a $125 Smartphone Plan, which provides 1500 talk minutes, 1500 text units, and 1536 MB of data for 365 days. No further redemptions have been recorded on the account since then.

We spoke with you on August 11, 12, 17, and 20, 2025 via phone at ************. During these calls, an initial investigation was conducted, and courtesy data was added to your account under reference numbers **********, ********** and **********. To fully resolve your concern, an escalation was submitted to request additional data.

Following the escalation, it was confirmed that you had approximately 59 GB of unused data from your previous Unlimited Plan. However,this data was removed when the Unlimited Plan expired. As per policy, unused data from an Unlimited Plan only carries over if the account continues with another Unlimited Plan. Since your subsequent refill was for a Smartphone Plan,the remaining data was not retained.

This was explained to you during our August 20 call, where you maintained that the plan purchased was Unlimited. However, our records confirm otherwise. We apologize, but we are unable to restore the claimed data balance. You may continue using the courtesy data that has already been added to your account, which totals approximately 20GB.

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 1326183672.

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:08/06/2025
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 Friday 07-31-2025 I purchased a Tracfone online for $120.10, was told it would be delivered in 1 to 3 days. The money was taken out of my ****** Account on the same day, right after purchase. On Saturday August the 1st, 2025 the money was taken out of my checking account. Monday August 5th I get a notice from Tracfone that the order was cancelled, I called Tracfone and asked them why and was told they didn't have the phone and would not be getting it back in. When I asked about a refund they said I was never charged that they never received any money, I told them I used ****** and it was taken out of my checking, they told me to go to ****** and fight it out with them that it wasn't their problem. 3 people I spoke with in several days, Candy, Orl and ****** all gave me different answers with Orl and ****** being the worst, telling me that they don't take the money and that ****** has to handle it. I wrote to ****** and was told they paid for the item and it was taken out of my checking account, I called ********************** back and just keep getting the run around, that they never got the money???? I filed a case with ****** August 5th 2025.
Business Response
Date: 08/21/2025
Dear ***** *******:

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

Your complaint states that you placed an order on July *******, through the TracFone website and paid $120.10 via ******. However,several days later, you received a notification that the order had been cancelled. When you contacted customer service to request a refund, you were advised to reach out to ****** instead.

Upon review, we confirmed that your order was placed on July 31, 2025, under order number 8180-0220420RSE, with a payment of $120.10 made via ******. Unfortunately, the order was cancelled due to inventory constraints. We sincerely apologize for any inconvenience this may have caused and want to assure you that we are committed to assisting you.

We spoke with you on August 11, 2025, via phone at ************* to share the results of our investigation. To support your refund request, we initiated an escalation under reference number ********** and agreed to keep you updated. Records show that the refund was approved on the same day, with confirmation ID 5KF16399U8391380J. Please note that credit postings typically occur within 35 business days after processing, and you may verify the transaction with your financial institution. A follow-up call was made on August 14 to inform you of these details, and you confirmed that the refund was successfully received.

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 1326183680
.

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: 09/02/2025

Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:08/06/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
See attachment.
Click here to Get the File - use the Password: 829ECCE7
************************************************************************
Business Response
Date: 08/21/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 06, 2025, regarding BBB case # ******** complaint.

Your complaint states that you paid for your TracFone service in July using your credit card, and shortly after entering your card details, you received a notification about a $2 charge for free shipping. You believe this may indicate that your credit card information was shared by TracFone. As a result, you are requesting a refund for the $2 charge or,alternatively, the cancellation of your TracFone account along with a refund for your new airtime plan totaling $127.08. Additionally, you would like confirmation that your account is not enrolled in Auto Refill.

Upon review, we confirmed that your TracFone account associated with the phone number ending in ******************************************************************************* July amounting to $127.08,which was for a TracFone $125 airtime plan. Please note that TracFone Wireless adheres to strict security guidelines and implements robust customer account authentication policies to safeguard the integrity of customer data.

We spoke with you on August 9, 2025, via phone at *************, during which we discussed TracFones security policies. During the call, you confirmed that you received a $2 refund from Free Shipping.Additionally, we verified that your account was enrolled in Auto Refill and proceeded to cancel existing enrollment. No further assistance was requested at that 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 1326122139.

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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TracFone Wireless, Inc.

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TracFone Wireless, Inc.

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