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

3,482 total complaints in the last 3 years.
815 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My current Tracfone plan is UNLIMITED Talk and Text with 48GB of data and an expiration date of 03/29/2025. This information is shown on a screen shot which I took on March 3, 2025.However, as of March 16, all of my balances showed zero (0). In the course of 2 weeks, all of my data has disappeared. I called and spoke with a **************** representative who researched and verified that, even though the correct information did not show online, I do, in fact, have UNLIMITED Talk and Text with 48GB of data. She said that there was a possibility that they were doing system maintenance, and that might be why the correct balances did not show online. She said that I should check back later and the online data might reflect the correct balances.I checked online again on the morning of March 17, and all of my balances still showed zero (0). I then did an Online Chat and was advised that their records, show that the plan has already expired, but since data rolls over, he could apply 5GB of data that the system is showing as my previous data, and that he could not add more than that.Based on the screen shot which I took on March 3, I am at a loss to understand why I got different results from my 2 interactions with ****************. While the first representative verified the balances as reflected in the screen shot, the second representative said that, based on his research, I still have 5GB of data left in my plan and that he could manually add it. Prior to the March 29 expiration date of my current plan, I want to purchase another annual plan, but I am reluctant to do that until I see the existing data properly reflected online.
Business Response
Date: 03/27/2025
Dear ****** ******:

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

Your complaint states that your balance information displayed zero from having an unlimited talk and text with 48GB data balance. You called customer support for assistance, but the issue was left unresolved.

We apologize for any inconvenience this concern may have caused you. Rest assured; we are here to help. Upon review,your TracFone account is active and provisioned in the network. The usage report of the line also indicates that the service is being used. Please be advised that TracFone is migrating its customers to a new platform in the backend, and this may cause balance inquiry to fail and shows zero during the migration. The migration will run from 3/13/2025 to 3/21/2025; moving forward, the balance inquiry should begin to work correctly.

We spoke with you on 3/23/2025 via phone number ********** and you confirmed that you are already able to see your account balance ************** further assistance needed.

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 1316780771.

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: 03/27/2025

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.

Sincerely,

****** ******
Initial Complaint
Date:03/17/2025
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.
My talk, text and data became all zero yesterday and I have no mobile service. I am having TF UNL ************ 24GB Data, 365 Day, Smartphone. The talk and text should never be zero, I have contacted the customer supported and he said I would receive a call back call about it in 15 mintues. However, no one called me later on.
Business Response
Date: 03/31/2025
Dear Donglian Fan:

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

Your complaint states that your balance became zero and customer support was unable to resolve the issue.

Upon review, your TracFone account is active and well provisioned in the network. The redemption history of the account shows that you added a year of unlimited plan to your phone service.

Please know that we are doing a migration of our TracFone customer to be migrated to a new platform in the backend that will cause balance inquiry to fail and show as zero during the migration from 3/13/2025 to 3/21/2025.

We spoke with you on 3/20/2025 via phone number ************; we determined that your *** card needed to be replaced, since it was not connecting with the network, and it was showing SOS. For that reason,we issued a replacement *** card request as per ticket reference number No.1316842265. As per *** per tracking No. 1Z85W83R0161544835, the *** card was delivered to your address on 03/25/2025. A follow-up call was made on 3/27/2025 and you confirmed that you received the *** card. We assisted you in its activation with reference number 131-731-5021. It was confirmed that the service works properly, and the account is well provisioned along with your balance information.

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 1316695920.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/17/2025
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.
PROMISES WERE MADE, BUT NOT KEPT. TRACFONE ACTED IN BAD FAITH. On 12/27/2024, I renewed my 365-day ************* Plan with Tracfone, and prepaid $95.37 with my credit card. The company was committed to provide me with 1200 Talk Minutes, 1200 Text Messages, 1.17 GB of Data (Internet Usage), and allow me to redeem accumulated reward points toward new purchases (Phone, Service Plan Renewal, et cetera). Tracfone, for unknown reasons, has denied me access to my online account and is depriving me of my right to redeem available reward points, which well exceed *****. Moreover, Tracfone, without giving me any prior notice or explanation of any kind, went so far as to reduce all of my prepaid balances to ZERO, which is a totally unsubstantiated reduction. Unfortunately, I cannot reach a live person in this company to resolve my complaint, not by telephone, e-mail, or fax, but only through a robotic system that is grossly deficient, time-consuming, and is not equipped to handle my kind of problem. My latest e-mail to Tracfone came back rejected, indicative of FUTILITY in further attempts to resolve anything directly with this company. Additional information is available and will be submitted upon request. Thank you.
Customer Answer
Date: 03/17/2025
See the attached PDF files for additional information. Thank you.
Business Response
Date: 03/27/2025
Dear ** *********:

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

Your complaint states that you are unable to access your My Account to redeem your available rewards points. Moreover, your balances were reduced to zero without prior notice.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.We reviewed your account and found it is active. The records indicate that the account is affected with our backend migration causing your balance information to display zero. Please note that the migration will take place from March *******, to March 21, 2025; going forward, the balance inquiry should begin working correctly.

We attempted to contact you via phone number ********** but with no success. However, you are responsive to our emails sent via ******************* exchange messages on 3/19/2025, 3/20/2025, 3/21/2025, and 3/26/2025 wherein aforementioned was explained. You also confirmed that your My Account is now accessible.

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 1316704601.

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: 03/27/2025

Complaint: 23074432

I am rejecting this response because: Tracfone has recently created a new problem, related to complaint ID #********, of which I immediately reached out to the company, but to no avail. See attachment for the details. The new issue should be associated with Case ID #********, for simplicity and common-sense economy, avoiding the problems of bifurcation.
Sincerely,

** *********
Customer Answer
Date: 03/29/2025
Thank you, BBB, for helping the business and I resolve our differences. Refer to the *** attachment (CCF03292025.pdf) for the details.
Sincerely,
Al
Initial Complaint
Date:03/16/2025
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.
All my service, data, minutes disappeared. Service and end date is 3/3/2027. I use this phone everyday. The last photo I took of my service stated it had *****gb of data and unlimited minutes and texts. That was on 3/7/2025.
Business Response
Date: 03/26/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 16, 2025, regarding BBB case # ******** complaint.

Your complaint states your service balance disappeared. Your data balance as of 3/7/2025 should be ***** GB.

We reviewed your account and found it is active. Our records indicate your account was affected due to a backend migration, which caused to show balance information of zero (0) and service interruption while the migration was ongoing from March 13th, 2025 March 21st, 2025.

We spoke with you on 03/18/2025 via phone number ************, and discussed the aforementioned information. We agreed to contact you in the following days to confirm if the balance would reflect on your account automatically.

We received your email response from ******************** on 3/21/2025, stating that you found three other lines experiencing the same issue. Later on the same day, we received your follow-up email indicating that the balance were restored already, except for one line ending in 9894. With this, we submitted an escalation to correct the accounts balance information with reference number **********.

As of this writing, we have confirmed that the data balance of the line ending in 9894 has been ************** may review your updated balance by logging in to your TracFone Wireless account, by texting the keyword BALANCE to ******, or by contacting customer support.

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 TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 03/27/2025

Complaint: 23072540

I am rejecting this response because:
The data is showing in 9894; however I get no internet connection when I turn off my WiFi. Its like it not hooked to Tracfone ******* so I cant use the search or any of the apps! Please reconnect me!
Sincerely,

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

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

Your follow-up complaint states that the data connection is not working for the phone number ending in 9894 and you want this resolved.

Upon review, we found that your TracFone account with phone number ending in ************************************** the network. We confirmed that you have your data balance available.

We attempted to contact you via phone number ********** and email, ******************** on 3/31/2025, 4/02/2025, and 4/03/2025 to discuss your data concern but with no success. We have not heard or received any response from you. Nonetheless, here are some troubleshooting steps that might resolve your data connection issue. First, make sure that mobile data is on.Second, check your phones Access Point Name (APN) and it should be VZWINTERNET. Third, power the phone off and on. If the data still does not work, it would be best for us to speak with you to resolve the matter.

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 1317586140.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/04/2025
The data sill does not work b I was unable to answer the phone at ttjj h use times; however, I have emailed tracfone to contact me 4/5/2025!94 any day after that to try and deal with this issue!
Business Response
Date: 04/15/2025
Dear ***** ******:

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

Your follow-up complaint states that your mobile data is still not working.

Upon review, we found that your TracFone account with phone number ending in ****************************************************** addition, we confirmed that you have your data balance available.

We attempted to contact you via phone number ************ and email, ******************** on 4/08/2025, 4/09/2025, 4/10/2025, 4/11/2025 and 4/14/2025 to discuss your data concern but we were unable to speak with you.Nonetheless, we received your email response stating that your phone service is working well. No further assistance needed.

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 1317586140.

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

Sincerely,

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

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:03/14/2025
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.
After contacting Straight Talk on Monday, March 10, 2025 at 3:39pm concerning a billing issue and notifying the representative, **** that I noticed an error in the zip code associated with my account:I was summarily yelled at, insulted, and referred to as little girl by JohnJohn further stated that he could not help me, and that he was going to disconnect the call (which he did)I relayed the entire matter to Jaymar who that there was no one with whom I could lodge a complaint, thatThere is nothing that I can do concerning the disparities in monthly fees and arbitrary charges to my credit card:$83.97 (Due March 20, 2025)$82.88 (February ******* through March 2, 2025)$81.18 - $81.20( August 21, 2024 through January 20, 2025) $84.59 (January 25, 2024) $83.89 (July 20, 2024) April 16, 2024 ($7.73), June 3, 2024 ($58.23), June 22, 2024 ($50.50 and $34.04), and on January 24, 2024($3.34)Total Discounts ($17.50) have been reduced to $16.00 (the change in the offered discount reflects a $1.50 decrease), although I had provided the correct zip code at the time of the purchase of my iPhone ********************************************************* 2023, to have this error corrected, would require that the phone number of my smart phone be changed from ************** to **************. After ****** changed the number: My iPhone ************************************************* 2023 has failed to place or receive any calls. I was notified (Tuesday, March 11, 2025) by ****** and ****** at Straight Talk of the following: The new number assigned to my iPhone 15 Pro by Jaymar, *************, is invalidThe iPhone ************************************** 2023, which operated normally prior to Jaymar changing the number, "has no SIM card or e-sim associated with the device" and my prior number has been assigned to an non-working iPhone 13, and I would need to purchase a new phone line.
Business Response
Date: 03/26/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/14/2025, regarding BBB Case number ******** complaint.

Your complaint states that your bill changed after the ZIP code and phone number in your account got ********** addition, your old phone number was assigned to another phone, and that you were not assisted properly by the customer service representative.

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

We reviewed your account and determined that your phone number ending in 4316 was changed to a new one ending in 8316, after we received the request on 3/9/2025. Please note that 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.

On the other hand, Transaction History shows that your auto-refill payment on 2/17/2025 reflected with a $1 auto-refill discount, and not the $2.5 auto-refill discount which you previously have. This is because the $45 unlimited will have $2.50 off for the first line only for the first three months in Auto-refill.

We attempted to contact you via phone numbers ************, and ************, on 03/16/2025, 03/17/2025, 03/19/2025,3/20/2025, and 03/23/2025; however, we were unable to reach you. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:03/14/2025
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 have paid for a 4 line plan for years a couple years ago the stopped one of my phones. I bought another phone from them and they would not activate it under the plan. I purchased another plan from them. This week they stopped my service even though I was on auto pay. They deactivated my Hotspot. But still charge for the 4 line plan. I am down to 2 lines
Business Response
Date: 03/10/2025
Thank you for contacting **************************** Relations regarding ******* ********* compliant. In his complaint, received on March 9, 2025, Mr. ******* requests assistance with service.

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

Email: ****************************************************************

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

Sincerely,

Fatimah

Executive Relations Analyst

Business Response
Date: 03/27/2025
Dear ******* *******:

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

Your complaint states that you paid for a 4-line plan for years and it was set up with Auto Pay; however, one of your phone services was cut off. You also tried activating a new device, but it was unsuccessful. You are now down to two lines.

To safeguard the integrity of its customers data, Total ********************** implements its customer account authentication policy in accordance with strict security guidelines. Any changes to an account must be authenticated

We reviewed your Total Wireless account and have verified that you have 3 active lines under the $100, 4-line shared plan. However, the account appears not to be enrolled in Auto Pay. The usage report of the lines also indicates that the service is being used.

We spoke with you on March 19, 2025, at ************ and tried to assist you but you prefer to close the case since you are working with *** to resolve your complaint.

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 1316619857.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/14/2025
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.
Tracfone devise stopped working in Jan.2025. Company sent an envelope to return phone which we did. We were told the new phone would ship out when they received it. On Jan. 16, 2025 a new phone was sent out via *** it was delivered on 1/21/25 and left outside of condo building. Unfortunately it was stollen. The tracking number is 1Z85W81F0278680526. I checked it and you can see the picture of the envelope on the front landing outside the building. I have called Tracfone on 2/14, 2/23, 2/25, 3/4. and 3/13/25 to check the status of the second phone replacement. Each time after a 45 - 60 min call, I have been assured that it will be sent out. It is now 3/13 and we still do not have the phone. I am not the account owner. It belongs to my Aunt who is 93 years old. I am trying to help her. Her name is ******* *******. The phone # on the account is ************. Any assistance you could provide would be greatly appreciated.
Business Response
Date: 03/27/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/14/2025, regarding BBB Case number ******** complaint.

Your complaint states that the requested replacement phone shows as delivered and left outside of the condo per **** however, it appears to be stolen, and you have not received the second replacement despite contacting customer service.

As per review, the status of the account is active and provisioned in our system. Moreover, a phone replacement ticket reference number ********** was created on 1/15/2025. An in-depth review shows that the *** tracking number you provided which you claimed got stolen,is for a return label. The replacement phone has not been shipped yet because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you.

We spoke with you on March 17, 2025,via phone number ************, and discussed the aforementioned. We offered to send you a comparable phone which you accepted. We agreed to contact you for updates.

On 3/18/2025, a comparable has been shipped out, and was delivered to *********, **, on 3/20/2025. We spoke with you on 3/20/2025 via same phone number, regarding the updates. We contacted you again on 3/21/2025, and you confirmed receipt of the package. We then activated the phone with the old phone number, and confirmed that all features are working properly.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 03/27/2025

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.
We received the phone and my aunt is using it.
Thank you for your support in this matter. I don't think it would have been resolved without your intervention. I am very grateful!

Sincerely,

***** ******
Initial Complaint
Date:03/12/2025
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 have been a customer almost 10 years. For my daughter's 16th birthday I added a line and bought a phone for $30. It was not a free phone. I paid $100.61 on February 28, 2025 and paid for 2 day shipping. It is March 12 now. I have reached out numerous times and all they say is they won't refund me or give me a phone. I got an email today the phone is now on back order and they still will not refund or replace. They have had money and I want it back.
Business Response
Date: 03/26/2025
Dear ***** *****:

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

Your complaint states that you place an order on February 28, 2025, and paid $100.61; however, you have yet to receive the order.Therefore, you want to have your money back.

Upon review, we confirm that your order was placed on 2/28/2025 with order number 2525-AS41TT4GT9. The order was for a ******** device and a $45 airtime plan which cost you $100.61 with merchant reference number B2C_HANDSETS2025022856565992. Due to the high demand for orders, we have an unexpected delay in processing them. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

We spoke with you on 3/18/2025 via phone number ************ and discuss the status of your order in which an escalation was filed on 3/13/2025. Reference number **********. The order was investigated, and it comes up that your package was delivered on 3/18/2025 with *** tracking number 1ZY902R61337957912. Thus, the refund request was cancelled. In addition, the record shows that the phone was activated the day it was delivered. The usage report of the line also indicates that the service is being used. We tried to make a follow-up call on 3/21/2025 but with no success. The emails sent to ********************** have not received any response as well.

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 1316411718.

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: 03/26/2025

Complaint: 23058825

I am rejecting this response because:
I did not get the phone. I don't know where you sent it or who activated but I have not gotten it. I want my money back or a phone with service plan sent where I can sign for it!
Sincerely,

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

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

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 27, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive the phone ordered thus you want your money back or a phone with service plan.

We sincerely apologize for the inconvenience this may have caused. Please know that we are doing our best to address this matter accordingly.

Please be advised that further review has been made of your case, but our records show that the phone ordered was delivered to your address on March 18, 2025, through *** with tracking number 1ZY902R61337957912. Additionally, we have seen that the phone is already active on your account. Thus, further review is needed before we can proceed with the refund.

We have been trying to contact you through phone number ************** since March 31, 2025,but our calls were unsuccessful. On the other hand, we received your email responses in which you made it clear that you did not receive the phone, and you are still waiting for our refund.

Please be advised that the investigation of your case is currently open, thus, a refund cannot be issued still until the investigation is completed.

Rest assured that we are taking this matter with utmost priority, and we will get in touch with you as soon as the investigation is completed.

If you should require immediate 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 1316411718.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/07/2025

Complaint: 23058825

I am rejecting this response because:
I answer the phone every time. Immediately get an email saying no one spoke to me. Not sure what kind of scam you are trying to pull but it's been over a month now and I was told numerous times my refund had been processed. I am being lied to constantly. I have no phone, and now you are stating I have the phone and you won't refund me. It is constant lies.

I answer the phone every time .
I don't have the phone I order for my daughter.
I don't have a refund.

Sincerely,

***** *****
Customer Answer
Date: 04/07/2025
I am rejecting this response because:
I answer the phone every time. Immediately get an email saying no one spoke to me. Not sure what kind of scam you are trying to pull but it's been over a month now and I was told numerous times my refund had been processed. I am being lied to constantly. I have no phone, and now you are stating I have the phone and you won't refund me. It is constant lies.

I answer the phone every time .
I don't have the phone I order for my daughter.
I don't have a refund.

Sincerely,

***** *****
Business Response
Date: 04/16/2025
Dear ***** *****:

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

Your follow-up complaint states that you are receiving an email about no one being able to speak with you even though you have answered our calls. Moreover, you stated that you do not have the phone and still no refund is being issued.

We apologize for any inconvenience you may have experienced,and rest assured we are here to help. The *** tracking number 1ZY902R61337957912, which you can check via *** website clearly shows that the package was delivered to your address on 3/18/2025. In addition, the phone was activated, and service was being used. However, since you refute this information; strongly denying receiving the package, a refund escalation was put in place with reference number **********. On 4/10/2025, the refund was successfully processed amounting to $100.61 with a refund confirmation ID *********************** know that this credit posting will usually occur within 3-5 business days after processing and you can contact your financial institution for the verification of this posting.

We were able to contact you via phone number ********** and email ********************** on 4/10/2025, 4/13/2025 and 4/15/2025 wherein you were first informed about the refund escalation. On 4/13/2025, we received your email stating that your daughter actually has the phone and was using it the whole time without your knowledge and wanted to keep it in service instead of getting a refund. With that, a follow-up call was made on 4/15/2025, letting you know that the refund was done, we have terminated service on the alleged device, and it is irrevocable. Know that you can always place a new order to get a new phone or purchase one from our partnered retailer store.

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 1316411718.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:03/12/2025
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.
On or about 3/6/25 I ordered an iPhone from a special promotion at their website. To suffice, they take the order, your money, and imply a 1-3 day turn around with **** When the email order confirmation comes in there is no tracking number and 1-3 days starts after fulfillment. I waited a few days to give them a chance to update the order, process the order, and send me an expected fulfillment date but that never happened. Today is 3/12. Do you think Straight Talk knows where and when they will be buying phones for this deal!? I do- but they arent sharing that information with their paying customers. They require you to start a specific plan with the deal but you dont receive the phone just the new plan and no idea as to when that wonderful iPhone will be fulfilled and shipped. That is deceptive marketing and theyre using my money to stock up on inventory that other people are getting.
Business Response
Date: 03/26/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 3/12/25, regarding BBB Case number ******** complaint.

Your complaint states that you ordered an iPhone on 3/6/2025 with a special promotion at the website; however,you still have not received the phone nor no tracking number is available yet.

We reviewed your phone order with Order ID *********, and we have verified that you ordered an iPhone 16 on 3/8/2025.Please note that orders placed beyond 3:00 PM EST and/or on weekends, will be processed in the next business day. Per *** Tracking number 1ZY902R60237833807,the package was delivered on 3/14/2025. In addition, we determined that the phone was activated with your phone number ending in 7658 on 3/14/2025.

We attempted to contact you via phone number ************ and an email was sent to ******************* on 3/13/2025.We received your email response on 3/14/2025 stating that you have received the phone.

We spoke with you on 3/18/2025 via phone number ************, you confirmed that your phone service is working properly on the new phone. In addition, we have successfully enrolled you in our Loyalty Rewards Program.

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 1316354350.

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

Sincerely,

Executive *********************
Initial Complaint
Date:03/12/2025
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 customer who is experiencing issues with my vm. After six rings the calls go to vm, the connection to the ************************** phone number and vm is where my callers can only leave a voice mail. I have not forwarded my calls to anyone.attempt 1 track phone technical support sat 03/08/2025- went through a number of actions phone still not back to original vm state.attempt 2 track phone technical on 03/11/2025: went through a number of actions phone still not back to original vm state.attempt 3: technical support escalation went through a number of actions phone still not back to original vm state.. The **** are awful even though they were able to experience the issue with the vm The vm needs to be restored to original state.The **** are awful even though they were able to experience the issue with the vm
Business Response
Date: 03/25/2025

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

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 12, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have been experiencing issues with your Voicemail Feature. After 6 rings, your calls go to your voicemail and connect to ************************** phone number, which you did not set up. Upon asking assistance from a technical service representative, your issue remains unresolved.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.
In our review, our records show that your account is active and well provisioned in our system. Moreover, it was also indicated on your account that a replacement request was already processed with ticket reference number 1316341604.

We spoke with you on March 21, 2025, by phone number ************** and you have mentioned that your concern has been addressed and confirmed that no further assistance is 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 number ******* or Ticket Number **********.

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

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 04/08/2025
The fact that Tracfone is harassing an elderly customer to have an additional phone to restore his voicemail back to functional is insane. Please close this BBB case. The matter will be pursued through another pathway.
Customer Answer
Date: 04/09/2025

Complaint: 23053713

The fact that Tracfone is harassing an elderly customer to have an additional phone to restore his voicemail back to functional is insane. Please close this BBB case. The matter will be pursued through another pathway.

Sincerely,

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

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TracFone Wireless, Inc. is NOT a BBB Accredited Business.