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.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:03/11/2025
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.
March 3, 2025 7:28 pm I purchased a phone with a plan at Total Wireless (website). The purchase was for my granddaughter in the amount of $87.94. the pay also includes overnight shipment for an additional $4.95... March 4th 2025 I go into see delivery status to find it has never shipped. Called company and was given the run around and vague info. So I requested a refund. I was told it takes 30.days upon receiving items back. I never received the items. So I called again 39 minutes and was told the shipment hasn't shipped. I was told there was a delay. I asked why didn't they put that info on website instead collecting overnight fees that can't be fulfilled. And I was told when I asked how long they knew of delays I was told over a week ago. So now I have no products that's been paid with no guarantees I'll even get them. Also I was charged for a phone that was free according to my receipt message
Business Response
Date: 03/05/2025
Please see the attached.
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 *******, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order on March 3, 2025, for a phone and a plan in the amount of $87.94 which includes an overnight shipping fee. However, you have not received the device, and you want a refund.

Upon checking, your order was requested on 3/04/2025 with order number 0566-022E76L020. The order was for a ******** device ($42.99) and a $40 airtime plan which cost $87.94 including taxes and freight amount.Merchant reference number B2C2025030356653493. We do apologize for any inconvenience this may have caused you. Due to the high demand for orders, we have an unexpected delay in processing orders. As per *** tracking number 1ZY902R61337953569, the shipment was initiated on 3/17/2025 and the package was delivered to your address on 3/18/2025. Please know that overnight shipping normally starts once the assigned courier has your package.

We first spoke with you on 3/12/2025 via phone number ************ and we discuss the status of your order. The order status was on hold and since you want a refund, an escalation was submitted with reference number 1316276562.However, it turns out that you already filed a dispute on the said charge. The chargeback was processed on 3/11/2025. Therefore, refunding it is no longer applicable. Please contact your bank to verify this posting.

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 1316272519.

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: 03/25/2025

Complaint: 23023331

I am rejecting this response because: I was told I would receive the refund, I have still yet to receive phone. And I'm trying to understand the charge back. No where on the website does it state next day delivery once item is shipped. I have looked again and on the day I was to receive my refund was the day my phone was to be delivered. No phone.

Sincerely,

**** *********
Customer Answer
Date: 03/28/2025
---see attachments-
I was told a refund would be issued and that never happened. The day of me receiving my refund was the day I was told my phone was shipped and I should receive it. Again I told them I cancelled the phone and requested a refund on March 4th and was no longer interested in the company or my purchase due the misinformation on their website. So I don't have a phone or my refund and was told I have received a charge back from my card holder (Cashapp) which I never received . This company is still offering overnight delivery which they have failed to do. I'm still waiting on refund of $87.94.. I am homebound and no package was delivered.
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 you have not received the phone or your refund.

An in-depth review was made regarding the complaint and the record shows that the package was successfully delivered on 3/18/2025 via *** tracking number 1ZY902R61337953569. As we check the phones serial number; the phone is still flag as new; no activation yet.

Meanwhile, we can no longer process a refund since a successful dispute was already filed for the said order. A chargeback was filed on 3/09/2025 and was processed on 3/11/2025 amounting to $87.94.

We spoke with you on 3/26/2025 via phone number ************ and discuss aforementioned details. We agreed to an escalation to know more details on the matter. A response was received regarding the chargeback, and we received confirmation that it was successful. Please contact your issuing bank for verification. In addition, we have put a restriction on the phone you did not receive to prevent someone else from using it.

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 1316272519.

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: 04/07/2025
Complaint #********F8EF7
The company has refunded me in the full amount released to my financial institution. I thank you BBB for your help in resolving this matter. I am satisfied with the outcome.
Customer Answer
Date: 04/07/2025
Correct complaint id# ********
I have received a full refund from True Wireless to my debit card, released by my financial institution. Thank you again for the BBB in helping to resolve this issue. I am satisfied with the results.
Initial Complaint
Date:03/11/2025
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.
They are offering a 5 dollar discount on the 40$ a month plan if you enroll in auto pay. After 2 months my discount disappeared and TracFone is claiming that the discount only applies to the first 2 months when it does not say this at any point during the setup of the auto pay. There is no asterisk denoting fine print. Nothing. Upon contact they did not care that they aren't being upfront about it.
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 11, 2025 regarding BBB Case number ******** complaint.

Your complaint states that you enrolled your account in the auto-refill to get $5 discount; however, after two months, your account is no longer getting the $5 discount, and you were informed that it only applies to the first two months of auto-refill.

Please be advised that TracFone Wireless is offering $5 discount for the first two months of auto-refill with the $40 30-day unlimited plan. This information is visible in our website when you select the airtime plans.

We reviewed your account and determined that it is active and provisioned in our system. We also confirmed that it is enrolled in the auto-refill with the $40 30-day unlimited plan.Transaction history shows that you got the $5 discount for two months with auto-refill.

We spoke with you on March 14, 2025 via phone number ************, and discussed the matter with your complaint. However,you decided not to continue with the conversation and disconnected the call.

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: 03/25/2025

Complaint: 23049467

I am rejecting this response because:
No efforts were taken to fix the situation and the culture of dishonest marketing is allowed to continue at TracFone.

Sincerely,

****** ******
Initial Complaint
Date:03/11/2025
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.
Bought service and phone on 3-6-2025 and today is 3-10-2025 , they took ****** from my bank account, sent me a confirmation that was blank and no order number, I've talk to them with no results, still no phone
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 *******, regarding BBB Case number ******** complaint.

Your complaint states that you place an order on March ******, and was charged $100 but the order confirmation you received has no information about the order number.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We searched the system for your order information and found one that was placed on hold. Due to the high demand for orders, we have an unexpected delay in processing orders.

We spoke with you on 3/13/2025 via phone number ************ and discuss the status of your order. You agreed and are willing to wait for the delivery of the package with order number *********. As per *** tracking number 1ZY902R60237981504, the package was delivered on 3/21/2025.

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

Please refer to email reference number ******* or Ticket Number 1316281106.

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:03/10/2025
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.
On 2-27-25 I purchased the ************ (2025) $149.99, 30 day plan for $35 and paid $4.99 for *** 2 day delivery the total amount with tax was $211.55 taken out of my bank account. I contacted them around 3-1-25 because I didn't have my phone, I was told to call back in a few days if I still haven't received it. On 3-3-25 I called again and was guaranteed they would have the phone sent out by the end of the week. They said they couldn't refund me until I got the phone then I could refuse it. By this time I now have been without a working phone 2 weeks. I contacted them on 3-5-25 and 3-9-25 and still the same story they don't have the phone and won't let me get a different one but refuse to refund my money back. Every time I am told they can't do anything but I can wait to get the phone and I can't keep waiting as I'm a single parent. The only thing I have gotten from them besides an order number is a reference ticket number: **********. I would like the phone but I can't wait a month for it to come in. I have also told them I didn't care what color it was just to send that phone if it was easier. I have tried working with them and they continue to tell me they can't help me. I'm beyond frustrated as the website never said out of stock or on backorder or anything it just allowed me to purchase it. If they can't get me the phone or one similar and refund the difference then I want a full refund. I don't have the funds to buy another phone in the meantime until next month.
Customer Answer
Date: 03/10/2025
This is from my online banking where the money was taken out of my bank account.
Business Response
Date: 03/21/2025
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 placed an order on February 27, 2025, but have yet to receive the order. You called to ask for assistance, but the matter was left unresolved which leads you to request for a refund; however, it was declined.

Upon review, we confirm that your order was placed on 2/27/2025 using reference order number 9161-15T4H5S0HA. The order was for a ******** phone and a $35 airtime plan which cost $211.55 including a $4.95 freight amount. Please know that shipping time applies upon couriers receipt of your package. As per *** tracking number 1ZY902R61337766977, the package was delivered on 3/11/2025. In addition, the record shows that the phone was activated the same day it was delivered via phone upgrade. Reference number **********. Moreover, your $35 airtime plan is currently reserved and will be added on your scheduled Service End Date which is on 4/10/2025.

We attempted to contact you via phone number ********** and email, *********************** on 3/12/2025, 3/13/2025, 3/14/2025 and 3/15/2025 but with no success. However, we later on received your correspondence stating that you received your package.

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 1316288090.

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: 03/21/2025

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:03/09/2025
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.
A few year back (3 or 4) my cell phone locked up and I couldn't get access, nor transfer information to another phone. Tracphone would not help me , since I couldn't give them access information or acct no. I tried several months to get this resolved, It was a cellphone that you have to buy minutes for, and they charged an annual fee for the phone. they ask the same questions what is acct , phone number and password. I thought this was finished and threw phone away since it was unusable. But some how , every year the bill my American Express Card, (even when I changed the **** CC AmEX has disputed the *** for me every year. and still they bill me on the ** every year and I have to dispute it. Each year I call their ************** and get the same question and they say they cant find my acct without that information. But yet they can find my CC every year and /bill me. Its frustrating and I'm furious that this goes on and on!!!! I have no idea on how to stop this. I dont know my acct, my phone number, or access code and NO one in that organization will help me.
Business Response
Date: 03/24/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/10/2025, regarding BBB Case number ******** complaint.

Your complaint states that your cellphone was locked up and you could not access it to transfer files to another phone. You also could not get TracFone customer service to assist you,since you have no access to account information, and you have already discarded the phone. However, you are still getting yearly charges to your account and you have to dispute these charges every year.

We reviewed your account with phone number ending in 5793; it is active and provisioned in our system. However, we found no records of service usage in the Usage History. It is also enrolled in the auto-refill with the $125 Smartphone only 365-day plan. You may cancel the auto-refill enrollment by logging into your account or thru customer service.Please note that ********************** 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 spoke with you via phone number ************ on 3/19/2025, regarding the status of your account and cancelation request. However, you no longer has access to the account and security information.Therefore, you requested a callback to be further assisted. With this, we submitted an escalation to further review the account, and proceed with your request to cancel the auto-refill enrollment. We will contact you for any updates.

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 contact you once we received updates from the escalation we submitted. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:03/08/2025
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.
Was told that the phone would work in my area. Loaded a ***** card with 90 days unlimited minutes talk and text . The phone still wouldn't work even contacted tracphone but still wouldn't work. They will not refund anything
Customer Answer
Date: 03/09/2025
I just ** my money back from the company. They told me that the phone would work in my area
Business Response
Date: 03/20/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 8, 2025, regarding BBB Case # ******** complaint.

Your complaint states that you were informed that the phone would work in your area, so you purchased a $68 airtime card with 90 days unlimited talk and text. However, your phone still did not work, and you could not get it refunded.

We reviewed your account with phone number ending in 9490; it is no longer active since 3/9/2025 due to non-renewal of service. Account history shows that it was initially activated on 12/8/******* addition, we found no reports indicating that you encountered service issues since the activation date.

We also determined that there is ******* Coverage in the area; however, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections,slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We attempted to contact you via phone number ************, and have sent an email to *********************** on 3/15/2025,to discuss the status of your account and service concerns. We were unable to reach you via call, but received your response via email requesting a refund for the phone and the service plan you purchased.

Please note that TracFone WirelessTerms and Conditions indicate that if you purchased a TracFone phone from a retailer or wireless dealer (and not from TracFone directly either by phone or online), your Phone purchase is subject to that retailers return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. TracFone will not process the return of any TracFone phone sold to you by a retailer or wireless dealer. On the other hand, if you purchased your TracFone phone from TracFones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. To process a return,you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.

In addition, Terms and Conditions indicate that airtime plans, used or unused, has no monetary value, and are non-refundable.

We attempted to contact you via same contact number and email on 3/18/2025, to discuss the aforementioned. However,we were unable to reach you and have yet to receive 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 1316134638.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for being part of this process with TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:03/07/2025
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.
So they admitted to shorting me on my Internet I've been paying 50 a week for and credited me 30 gigs for one week but that's all I need all my weeks credited.
Business Response
Date: 03/19/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 03/07/2025, regarding BBB Case number ******** complaint.

Your complaint states that your internet/data service was shorted out, and that you have been paying $50 per week, but only got credited 30 GB of data.

Mobile Hotspot devices can allow multiple connection of Wi-Fi capable devices to obtain internet service. We reviewed your account and determined that you have been purchasing and redeeming the Straight Talk 100 GB data for a Mobile Hotspot device.

Keep in mind that your Straight Talk Hotspot and service have security limitations. Straight Talk is not responsible for any breach or loss of security from your Straight Talk Hotspot or connected device. You are responsible for adding password protection, if available on your device. Some functions and features referenced in the User Guide provided with your Straight Talk Hotspot or device connected to your Straight Talk Hotspot may not be available.

We spoke with you via phone number ************ on 3/9/2025 and 3/10/2025, and discussed the aforementioned. You explained how much money you had spent just to keep your connection. We offered to call you back after further investigation on your data usage.

An in-depth review shows that you had used the total amount of available data allotment for your service plan and amount of used gigabytes coincides according to the service plan you purchased.

We attempted to contact you via same phone number and emails were sent to ****************** on 3/16/2025 and 3/17/2025, to discuss the aforementioned.However, we were unable to reach you and have yet to receive your reply to our emails. We advise you to modify the Wi-Fi password for the network shared from the hotspot device to prevent any breach or loss of security and any unwanted connected devices.

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 1316076434.

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

**************************************************
Initial Complaint
Date:03/06/2025
Type:Delivery 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 a cell phone from TracFone on March 3rd was supposed to be delivered 1:00 to 3 days i got an email stating that it's not in stock and it is back ordered I contacted the company and which they told me that they couldn't tell me when it was going to be delivered and they could not give me my money back or credit me for another phone I am without a phone and unlimited income because of being on disability I was treated horribly and they should not be selling phones that are not in stock first of all
Business Response
Date: 03/19/2025
Dear ***** ********:

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

Your complaint states that you ordered a phone but found out that it is back-ordered and cannot be delivered as expected. You called customer support to get an update but none were given, and you cannot have your money back.

Upon review, we found that your order was placed on March ******, and it was for a ******** phone and a $15 airtime plan. However, due to the unavailability of the phone, the order was put on hold and you were notified.

We attempted to contact you via phone number ********** and email [******************************](mailto:******************************) on March 7, 2025,March 10, 2025, March 11, 2025, March 12, 2025, and March 17, 2025. However, we were unable to reach you. As per *** tracking number 1ZY902R60237988310, your package will be delivered on March 20, 2025. Therefore, if you want to proceed with the refund, you can refuse the delivery. Please note that the refund will be processed once the return of the package is complete and will usually occur within 3-5 business days.

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 1315928805.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 04/02/2025
hello yes they did contact me but only after I purchased the phone after I pay for the plan under the assumption it was going to be 3 days they contacted me 5 days after I was supposed to receive it I received it almost a month later i'm happy with my phone there was nothing I could do
Customer Answer
Date: 04/02/2025

Complaint: 23031628

hello yes they did contact me but only after I purchased the phone after I pay for the plan under the assumption it was going to be 3 days they contacted me 5 days after I was supposed to receive it I received it almost a month later i'm happy with my phone there was nothing I could do

Sincerely,

***** ********
Initial Complaint
Date:03/06/2025
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.
I placed an order 2/19/2025 for a new phone and I called for an update on shipping and they said it was still in the warehouse and couldn&#**;t tell me when it was going to ship. I cancelled the order and asked for a refund and I still have not received the refund.
Business Response
Date: 03/21/2025
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 placed an order and have yet to receive the package. You want the order cancelled and receive a refund.

Upon review, we found that your order was placed on 2/19/2025 using the order number 2144-1ONF022CE1. The order was for a ******* phone and a $25 airtime plan with a total cost of $165.76. Due to the high demand for orders, we have an unexpected delay in processing orders and some are backordered. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As per *** tracking number 1ZY902R60237575882, the order was finally delivered on 3/06/2025 to your address.

We spoke with you on 3/12/2025 and 3/18/2025 via phone number ********** and stated that you returned the package using a *** return tracking number 1ZA421340353369120. The record shows that we received the package on 3/12/2025. We inform you that the refund will be processed once the package is verified. On 3/13/2025, a refund of $165.76 was credited to your account with refund transaction reference number 81977116D7V2CQVY. Please be advised that once an order is placed, there will be no option to cancel; instead, the package must be refused upon delivery to obtain an automatic refund. Moreover, TracFone Terms and Conditions under Return Policy states that to process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.

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 1315945609.

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:03/06/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have had service with straight talk wireless since 2009, when they started, i have not had any major problems with them, until now, i purchased a ***** phone card for my service as i always have, i tried to add the minutes, it would not go through, it said that there is a problem with my account, so i went online to talk to someone on the chat, the person that i chatted with claimed that my phone is not straight talk, but it is a trac phone, which does not make sense, i have had this phone for about 3 years, never had any problems, i chatted with another guy today, 3/5/25, he said the same thing, the company will not fix the problem. they want me to go to ******* and buy a trac phone card now, and they refuse to refund me my ***** dollars.
Business Response
Date: 03/20/2025

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

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 6, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you use Straight Talk Wireless as your network service provider since 2009. However, you have encountered an error upon trying to add minutes to your account and you were advised that your account is actually a **********************.

In our review, our records show that you were indeed with Straight Talk previously. However, there was an update made on your account on 2/21/2025, which switched your service to TracFone Wireless. On the other hand, our representative was already added a service plan to your account equal to the value of the ********************* plan you purchased but on 3/04/2025,your account got deactivated due to a system error encountered. Nevertheless, we were able to reactivate your service on 3/12/2025 with a TracFone service plan.

We communicated to you through your email at ************************ and you responded to our email on 3/12/2025, stating that your service was already back on; and that is all you need.

We are delighted that we were able to assist you with your concern and please know that we are more than willing to assist you with your service. To avoid future account deactivation due to a system error, we already sent an escalation to fix the problem with your account.

Furthermore, if you wish to change your service back to Straight Talk Wireless, we will be more than willing to assist you with the process, but we need to speak with you directly. On the other hand,if you choose to keep your service with TracFone, please make sure to purchase a TracFone service plan to add service to your account on your next billing cycle.

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 1315917015.

Based upon the foregoing, we will reach out to you once this matter is completely resolved.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Business Response
Date: 03/20/2025

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

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated March 6, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you use Straight Talk Wireless as your network service provider since 2009. However, you have encountered an error upon trying to add minutes to your account and you were advised that your account is actually a **********************.

In our review, our records show that you were indeed with Straight Talk previously. However, there was an update made on your account on 2/21/2025, which switched your service to TracFone Wireless. On the other hand, our representative was already added a service plan to your account equal to the value of the ********************* plan you purchased but on 3/04/2025, your account got deactivated due to a system error encountered. Nevertheless, we were able to reactivate your service on 3/12/2025 with a TracFone service plan.

We communicated to you through your email at ********************************* and you responded to our email on 3/12/2025,stating that your service was already back on; and that is all you need.

We are delighted that we were able to assist you with your concern and please know that we are more than willing to assist you with your service. To avoid future account deactivation due to a system error,we already sent an escalation to fix the problem with your account.

Furthermore, if you wish to change your service back to Straight Talk Wireless, we will be more than willing to assist you with the process, but we need to speak with you directly. On the other hand, if you choose to keep your service with TracFone, please make sure to purchase a TracFone service plan to add service to your account on your next billing cycle.

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 1315917015.

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: 03/20/2025

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,

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

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