Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

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

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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:03/05/2025
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.
March ****** brought straight Talk defected phone that has viruses attach to it. Phone won't work properly. Need replacement.
Business Response
Date: 03/18/2025
Dear ******* Spool:

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

Your complaint states that the phone you purchased on 3/2/2025 is defective and allegedly has virus, and is not working properly. Therefore, you are requesting to get a replacement.

We reviewed your account with phone number ending in 8496; it is active and provisioned in our system. Usage Records also indicate that the phone is working and is being used.

We spoke with you on 03/10/2025 via phone number ************, and you stated that someone informed you that the issue has been resolved. You mentioned that you purchased the phone from a ******** store; however, you are not sure if you will receive a refund or a replacement phone from them. You also stated you have all the information in your house, but you are currently not at home. Transaction History shows no records of ticket created to replace the phone.

We attempted to contact you via same phone number and emails were sent to *************************** on 3/12/2025, 3/16/2025; 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 from Monday to Sunday from 9:00 AM to 7:00 PM EST.

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:03/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally lodge a complaint against Straight Talk regarding a series of unresolved issues with my SIM card, poor customer service, and the resulting financial inconvenience I have experienced over the last several weeks. Despite numerous attempts to resolve this matter, the company has failed to provide a satisfactory solution.Summary of Issue:Faulty SIM Card:My original SIM card for my A53 phone malfunctioned, prompting me to contact Straight Talk customer service. After explaining the situation, I was advised to purchase a replacement SIM card online, which turned out to be incorrect. I contacted customer service again and was informed that a work order (**********) had been submitted for the correct SIM card, which would be sent within a few days.Delays and Lack of Resolution:Despite the initial assurance, I waited for over four weeks without receiving the correct SIM card. During this time, I was left without a functional SIM card, forcing me to purchase a cheaper, temporary phone to maintain basic communication.Inoperative Replacement SIM Card:After over a month of waiting, I finally received a second replacement SIM card, only to discover it was also non-functional. I reached out to customer service once more, only to face further frustration. The representative refused to escalate my issue to a supervisor and declined to provide their name, even though I requested it multiple times. I was forced to spend over three hours on chat, without any resolution.Consequences:This prolonged issue has caused me significant inconvenience, financial burden, and wasted time. Not only have I incurred the cost of purchasing a temporary phone, but I have also spent excessive time attempting to resolve an issue that should have been addressed promptly.Request for Resolution:A replacement phone ******** A53) or an upgraded model to compensate for the ongoing issues and financial burden.Sincerely,****** *******
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 your phone service is not working due to a defective *** card and eventually a replacement *** was processed for you, but it took awhile for you to receive the *** card;however, it did not work. This leads to buying a cheaper phone and a financial burden on your part. Thus, you are requesting a replacement phone.

Upon review, we confirmed that a replacement *** card request was created on 2/02/2025 with reference number ********** and on 2/27/2025 the replacement *** card was sent and delivered to your address with *** tracking number 1Z85W83R0249388419. However, we found no record that the new *** card ending in **************************************************************************** 5382. Meanwhile, on 2/04/2025, you transferred your service to another device with reference number **********.The usage report of the line shows that the service is being used.

In an in-depth review, we found that your old phone with **** number ending in 5382 has an expired warranty. Straight Talk Wireless Terms and Conditions under Limited Warranty states that All new Straight Talk phones (except iPhones) are covered by a one (1) year limited warranty administered by Straight Talk.

We spoke with you on 3/09/2025 via phone number ********** and discuss your phone replacement request. As a one-time courtesy, phone exchange service ticket ********** was created. We are waiting for the return of your old phone. However, another special arrangement was made for you, we allow advance ship out of your replacement device with *** tracking number 1Z7X28F00255547723 and phone shall be delivered on 3/20/2025.

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 1316056979.

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:03/05/2025
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 recently bought a **** sim kit 40$ card to use Total wireless well it wouldn't work on my new phone. I called was told I needed a 50 card I go get that card still won't work. I'm waiting on resolution for the purchase now I they won't refund that 50 card. This card wasn't scratched on the back. I'm 63 ys old on disability w less than a 1000 to live on there isn't much left after paying my bills & now they're stealing my money for a service I can't use!!!!! Please I'm begging to give my money back PLEASE HELP ME
Business Response
Date: 02/25/2025
P.O. Box 10
****************-0010

February 25, 2025

Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************

RE: Complainant: ****** ****
Complaint Number: 22987178

Dear Ms. ************************** you for contacting *************** of Executive Relations regarding ****** ****** compliant. In her complaint, received on February 25, 2025, she mentioned that she had a payment issues with Total Wireless.

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

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

Sincerely,

Maggie
Executive Relations Analyst

Business Response
Date: 03/18/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 19, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you bought a Bring Your Own Phone (BYOP) SIM kit with a $40 airtime card plus another $50 airtime card, but the service will not work on your phone. Thus, you are requesting a refund.

We spoke with you on 3/15/2025 via phone number ********** and discuss the status of your refund request with reference number **********. As per your **** return tracking number **********************, the return of your BYOP SIM kit is still in transit as of 3/18/2025. Please know that the approval of the refund will be process once the package is received. Once approve, all related information will be forwarded to the ********************** The refund will usually occur within 7-10 business days and up to 30 days for mailing the check to your address. Please keep your line open or check your email for future updates.

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 1316223031.?

Based upon the foregoing, we will provide an update once the refund request is approved. Thank you for choosing Total Wireless.?

Sincerely,

Executive Resolution Department?
Business Response
Date: 03/18/2025
Dear ****** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 05, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you bought a Bring Your Own Phone (BYOP) SIM kit with a $40 airtime card plus another $50 airtime card, but the service will not work on your phone. Thus, you are requesting a refund.

We spoke with you on 3/15/2025 via phone number ********** and discuss the status of your refund request with reference number **********. As per your **** return tracking number **********************, the return of your BYOP SIM kit is still in transit as of 3/18/2025. Please know that the approval of the refund will be process once the package is received. Once approve, all related information will be forwarded to the ********************** The refund will usually occur within 7-10 business days and up to 30 days for mailing the check to your address. Please keep your line open or check your email for future updates.

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 1316223031.?

Based upon the foregoing, we will provide an update once the refund request is approved. Thank you for choosing Total Wireless.?

Sincerely,

Executive Resolution Department?
Initial Complaint
Date:03/05/2025
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 Feb 6, 2025, at **************** website, I redeemed ***** Rewards Points to purchase a $25 ******* gift card. Quickly, that same day, right after I input my redemption request, I received an email from ST saying my ******* e-Gift Card would arrive in my email inbox within 48 hours. The email also told me to check my Spam/Junk folders if the e-Gift Card did not arrive during that 48 hour window. Further, the email told me to send them a message at *****************************************, if I had questions or problems.On Feb 16, 2025, I checked my email ***************** folders, & found no e-Gift Card. I sent an email to ***************************************** address, but it came back as having an invalid email address.On Feb 18, 2025, I called ST & spoke to a ***. **** opened ticket# ********** to research the problem. **** said I would get an email before Feb 22, 2025, regarding the research.On Feb 20, 2025, a ST *** called me to ask me to check my inbox for the e-Gift Card. I looked in all the *************** & found no e-Gift Card. The *** said he would escalate the problem to the ********* He also said they were having a problem with the system. He said I would hear from them via email or phone before Feb 26, 2025.On Feb 26, 2025, I had not heard from ST, so I called them. **** said they had to transfer me to **************** but that that would be the final, highest level to which I would be transferred. The CM *** began talking as though he would have to transfer me to another level & at that point I decided I had had enough of their sketchy behavior. I assertively and respectfully insisted that my points be returned to my account. He hung up the call & then booted me from the network. I was without phone service & a network connection for about five to ten minutes. I rebooted my phone and was able to reconnect to the network. Online, it appears that others have had the same problem getting their ******* e-Gift Card during the past few years.Sincerely,*******
Business Response
Date: 03/18/2025
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 redeemed your Loyalty Rewards points to purchase a $25 ******* gift card but was not successfully received.

Upon review, we were able to confirm that on 2/06/2025, ************************************************************ order to purchase a gift card. We also found an escalation created on 2/18/2025 regarding the matter with reference number ********** and the case it still open.

We spoke with you on 03/06/2025 via phone number ************ and your concern has been further addressed through re-escalating the issue. Per escalation response, issue has been resolved and email regarding your e-gift card was re-sent on 3/11/2025. Subsequently, we made a follow-up call on 3/12/2025 and we confirmed that the e-Gift card has been successfully received through your active email. Hence, we completely resolved the issue.

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 1315843737.

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

Sincerely,

Executive *********************
Customer Answer
Date: 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:03/05/2025
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.
2/24/25 Ordered a phone2/28/25 Asked when phone would be shipped. Received ambiguous answer, and was told there would be an update Monday. Answers included: they don't ship on weekends or holidays, and they may be verifying authenticity on some orders for my protection 3/3/25 no update3/4/25 Chatted with customer service. Received more ambiguous info about when the order may be shipped. Requested to cancel the order. Agent told me they couldn't cancel, but could schedule the refund department to call me. Waited and heard nothing. Started chat with another agent. They told me the order was being processed and they couldn't cancel it. I asked them for a tracking number. They said there wasn't one. But there would be one after it shipped. I again requested to ******. They told me they couldn't cancel it. They told me after I receive the package, to refuse it, so it would be sent back, and they'd refund me when it made it back to the warehouse. I told them this was unacceptable, and asked to speak to someone that could cancel the order for me, or escalate it to someone else, they said they couldn't send me to anyone else, and that they had provided me the solution to my problem. This is an unacceptable processing time, and it is unacceptable that I can't cancel or get any reasonable resolution.I just want it canceled and no charges to my credit card.
Business Response
Date: 03/18/2025
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 alleges that you ordered a phone on 02/24/2025. However, you have not received the order; hence, you wanted to cancel and request for a refund.

Upon review, we found that your order was placed on 2/24/2025 using the order number 0233-20424TOT0E. The order was for a phone and a $20 airtime card costing you $177.90 with merchant reference number ********************** per *** tracking number 1ZY902R60237578558, the shipment of your package began on 3/4/2025, was delivered and refused on 3/06/2025, and on 3/10/2025 has been returned to the sender. Our record shows that your refund was then process on 3/12/2025 amounting $177.90 with transaction reference number 81376782G7V2DNG3.

We attempted to contact you via phone number ************ and email ********************** on 3/06/2025, 3/07/2025, 3/08/2025, 3/10/2025 and 3/17/2025 but with no success. However, we received your email response confirming the receipt of the refund with reference number *******. No further assistance needed.

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 1315841806.

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: 03/20/2025
As far as the refund goes, I have received that, and thats what I needed.

The only concern I have now is that their final reply seems to have some skewed information.

Yes, my order shipped at 4:16pm 3/4, mysteriously, after I filed the complaint with the BBB at 12:44pm 3/4.

Ive attached my order confirmation email, and the shipping email.

The origins were of course, it was taking an unacceptable amount of time to ship, I asked to cancel, they told me I couldnt, I had to wait until it shipped, refuse it, once they got it back, theyd refund me.

Instead of just cancelling it and saving all those steps

Customer service was very unhelpful, and thats when I filed the complaint.

They state that they attempted to contact me by phone and email, 3/6, 3/7, 3/8, 3/10, 3/17.

I have no record of any communication contact on 3/17.

I responded to every email.

The 7th, 8th, and 10th were the same message to me, and I waited until I saw that they had received the package back until I responded to that message.

I did not speak to them on the phone, because I would have no record of the conversation.

I am attaching copies of the correspondence and the tracking information.

I have what I needed, was just concerned about their presentation of the situation.

However, I am ok with closing this if it seems satisfactory to the BBB.
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.As far as the refund goes, I have received that, and thats what I needed.

The only concern I have now is that their final reply seems to have some skewed information.

Yes, my order shipped at 4:16pm 3/4, mysteriously, after I filed the complaint with the BBB at 12:44pm 3/4.

Ive attached my order confirmation email, and the shipping email.

The origins were of course, it was taking an unacceptable amount of time to ship, I asked to cancel, they told me I couldnt, I had to wait until it shipped, refuse it, once they got it back, theyd refund me.

Instead of just cancelling it and saving all those steps

Customer service was very unhelpful, and thats when I filed the complaint.

They state that they attempted to contact me by phone and email, 3/6, 3/7, 3/8, 3/10, 3/17.

I have no record of any communication contact on 3/17.

I responded to every email.

The 7th, 8th, and 10th were the same message to me, and I waited until I saw that they had received the package back until I responded to that message.

I did not speak to them on the phone, because I would have no record of the conversation.

I am attaching copies of the correspondence and the tracking information.

I have what I needed, was just concerned about their presentation of the situation.

However, I am ok with closing this if it seems satisfactory to the BBB.

Sincerely,

***** ******
Initial Complaint
Date:03/04/2025
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.
I cancelled and order that was placed by mistake and the seller refused to cancel the order and shipped the item anyway. I contacted them immediately and there is no reason they could not cancel the order. The item has not shipped when I placed the cancellation. I have been informed that I can't return the item for some reason. This seller is running a scam and selling a product that is similar to a ******* calling card but isn't and the item doesn't work on the ******* network. TracFone Wireless, Inc. is scamming people and makes their product seem as if it will work for you phone but it doesn't and then refuses a refund. Who knows how many people they have ripped off.
Business Response
Date: 03/17/2025
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 wanted to cancel an order you placed by mistake, but the order was shipped anyway. In addition, you were informed that the item cannot be return.

We attempted to locate your account by utilizing our tools using your name, number, email and mailing address. However, we were unable to determine your account found. In addition, we found no record of the order number 111-4056382-3128267 in our system. Hence, to address the matter we need to speak with you directly for assistance.

We attempted to contact you multiple times via phone ************ and via email ************************ on 03/07/2025, 03/09/2025,03/10/2025, 03/12/2025 and 03/14/2025; but with no success. We have not heard or receive any response from you.

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 1315910712.

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:03/04/2025
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.
On Oct. 15, 2024, I loaded a prepaid card onto my ** Classic Flip (** L125DL) cellphone. Per Tracfones instructions, I turned the phone off and then tried to turn it back on. I was unable to do so. Over a period of 23 weeks, I determined that the battery was OK, and that the problem was with the phone itself. On Nov. 4, I called Tracfone customer service, and they said they would send a replacement at no cost. When it didnt arrive after a reasonable time, I called them again. (I had received an email from them, explaining as I later found out how to send the broken phone by **** I didnt open it because I thought it was just a confirmation of contact, or possibly fraudulent: the agent I spoke to didnt tell me to expect it.) I went thru the same procedure again, then a 3rd & a 4th time later on. I received 2 different ticket numbers. I last spoke w/them on Dec. 16. I also tried their online chat 3 times, but never got a response.These are some problems that Tracfones failure has caused me: 1, I have to rely on a landline, which of course isnt portable; 2, I cant access my texts or voicemail (I was able to call it & leave a v-mail, but now its full; no telling what important messages I may have missed); 3, I cant access the online accounts that use the cell number as my 2FA, nor can I change my passwords; 4, people who have only my cell number for contact w/me cant reach me at all; 5, had I kept the phone, theres at least a chance I could have it fixed.I cant upload a receipt, but below Ive listed the cost of the prepaid card.Summing up: The phone broke on Oct. 15; my first call to Tracfone was Nov. 4. The prepaid card cost $84.79. Tracfone committed to provide me a new phone at no charge. The crux of the dispute is their failure to do so, and they have done nothing to resolve the problem.
Business Response
Date: 03/18/2025
Dear ****** C. *******:

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

Your complaint states that you had a defective device which you return but has yet to receive a replacement phone.

Upon review, we found that an out of warranty phone exchange service ticket ********** was created on 11/4/2024 to replace your defective device. The phone was deemed defective as it will not turn on. We confirmed the return of the defective device on 11/20/2024 but delivery of the phone was done on 11/19/2024 via *** return tracking number 1Z6980XX9070210807. However, due to the unavailability of the phone, no replacement device has been ship.

We spoke with you on 3/05/2025 and discuss the status of your replacement phone wherein you agreed to have a comparable phone model.With that, we have updated your phone replacement request with what is in stock in our warehouse. On 3/07/2025, we manage to ship out your phone, and as per *** tracking number 1Z7X28F00255755463, it was delivered on 3/12/2025. We made a follow-up call on 3/13/2025, you confirm to receive to receive, but as we assist you in activating the device with your old number and service, you failed to authenticate the account which leads us to submit a bypass account authentication request. TracFone 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. We received the approval on 3/18/2025 and a follow-up call was made. We manage to transfer your number and service to the new device with reference number **********. We tested the service, and it works. Please know that we made adjustments to your Service End date as well and it is now scheduled to be on 2/10/2026.

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 1315710737.

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: 03/25/2025

Complaint: 23016429

I am rejecting this response. See attached rtf file.

C. ****** *******
Business Response
Date: 04/02/2025
Dear ****** C. *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 25, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you are not satisfied with the resolution. You mentioned that your voicemail was not restored to the new phone and that you could not access the messages from your old phone.

In our review, your phone number is now active with the new phone. Usage Records show that the device is working and that the service is being used.

Please note that Terms and Conditions indicate that the limited warranty does not cover loss of personal information, passwords, contacts, music,ringtones, pictures, videos, applications or other content, memory cards,software, defects in appearance, cosmetic, decorative or structural items,including framing, and any non-operative parts.

We spoke with you in multiple occasions on 03/26/2025, 03/27/2025, 03/28/2025, and 03/31/2025 via phone number ************, and discussed the status of the account and the aforementioned. We were able to resolve the issue regarding your voicemail.However, your request to restore the old messages from your old broken phone could not be processed. In addition, you confirmed that the features are working properly.

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 1317255487.

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:03/03/2025
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 sent TracFone a new TracFone purchased from *** for $92.15 the 23rd Jan 2025 4:13 PM the day I received it, at their request because we were unsuccessful in activating the unit. The unit I sent them is a ************ 5 G TracFone with 1500 Min/Text/Data and Accessories, no contact.I received a different model reconditioned cell phone,no Min/Text/Data, Accessories and contract requirements.The phone was sent back to TracFone at my expense for ***** cents ( I was not given a prepaid shipping label) 2/15/2025 *** the day I received it ( tracking #1ZRF60710330163543). I have made several attempts to get a new replacement cell phone to no avail ( my ticket # **********) I have called on the status of this ticket/ cell phone replacement. So far I I've gotten is excuses promises but no new cell phone.
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 03, 2025, regarding BBB case number ******** complaint.

Your complaint states that you return a phone which was purchased from HSN to TracFone and what you received as a replacement was a different model reconditioned phone with no minutes, text, data, accessories and contract requirements. You returned the device and have yet to receive your replacement phone.

Tracfone only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. However, as one time courtesy, your account has been reviewed and a replacement request was issued for your damaged phone on 01/23/2025, per the ******************* Ticket No. 131-292-4359. Our warehouse records indicate that we received your damaged phone on 01/27/2025, according to the *** tracking No. 1Z6980XX9026816031.

Our record shows that due to the unavailability of the original phone model ************* 2023) a brand-new comparable device ************ 2023) was shipped out on 2/12/2025 and was delivered on 2/14/2025 via *** tracking number 1Z7X28F00257691975. However, you opted to receive the exact phone model, so another replacement request was created on 2/14/2025 with the ******************* Ticket No. ********** but the system still generated a comparable BLU View 4 device. This phone was delivered to your address on 3/11/2025 with *** tracking number 1Z7X28F00255492934. Meanwhile, the old ******************* Ticket No. 131-292-4359 was re-opened on 3/10/2025 to ship another replacement to you and this time the exact phone model was delivered to you on 3/11/2025 with *** tracking number 1ZY870930200385704.

We spoke with you on 3/06/2025, 3/09/2025, 3/13/2025 and 3/14/2025 via phone number ************ and discussed the status of your phone replacement request. You confirmed to receive the replacement devices but opted to return it using *** tracking number 1ZRF60710330163543, 1Z6980XX9007092091 and 1Z26E9370356864295. In addition, you are asking for a refund for what you spent returning the incorrect replacement device. Moreover, you insist on having a refund on your phone since the box received says ********************* and not TracFone. Please know that ********************* (WFM) is an affiliated brand of TracFone Wireless; therefore, rebranding our branded device is possible to suit your needs.

TracFone Wireless Return Policy states 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.

Nevertheless, as a one-time courtesy, escalation was filed to get an approval on your refund request. A refund approval was received but only for the device amounting to $99.99. Reference number **********. The refund was approved on 3/21/2025. Please be advised that the check will be processed by our ********************* within 7-10 business days and up to 30 days in mailing the check to your address. A follow-up call was made on 3/21/2025 and update on the refund was given to you.

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 1315866197.

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:03/03/2025
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.
I have been dealing with this issue since mid Jan 2025. I had ***** reward points .I requested to buy a ****** gift card to purchase 2cell phones. They immediately removed 11 thousand some odd points from my account and sent me an email with a code for ****** gift card. The code thru sent was invalid would not work for me and 2of their customer service people. I have spent about 6 hours of my time in this issue to get no where with them .only to be pushed aside and lied to by about 10 different customer service people not doing their jobs. I have made several phone calls ,sent an email,done chat. One customer service girl named ****** was supposed to o take care of this issue and call me on Feb 12 no phone call came. I don't know what else I can do .I've been a customer with them for 11 years. I have earned my reward points by giving them service as a customer only to be treated this way. I want my points returned and compensated for my time in this matter. I pay for their service as a customer and nis I want paid for my time . I am thru with giving my time only to be taken advantage of and pushed aside. I want the matter taken care of my points returned,compensated for my time and an apology for them taking advantage of me as a customer. I have no other way of solving this issue on my own. I have told numerous customer service people I will not reccomend them,give a good review and I am not s Happy Customer at all. The company had a horrible customer service.Tells you one thing doesn't do anything pushed me to the next person who can't and don't do their job. I am seriously thinking of leaving this company after this issue and very poor customer service but they are right on collecting my monthly payment promptly every month. And now I want to use my points and they refuse to let me ..or return the ones they took giving me a fraud code that no one can use.
Business Response
Date: 03/18/2025
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 use your Loyalty Rewards points to redeem a $150 gift card. However, the code did not work as it was invalid. You tried asking assistance from customer support, but issue was left unresolved. Therefore, you want your points back and compensated.

Upon review, we confirmed that on 1/16/2025, you used your Loyalty Rewards points to redeem a $150 phone promo code.

We spoke with you on 3/07/2025 via phone number ********** and discuss the status of your promo code. To validate, we asked you to provide the promo code information in which you have given OKSTyOPROMO9150g. To verify the information given, an escalation was submitted. On 3/11/2025, we received a response on the escalation, and it turns out that you are using an incorrect promo code. Your promo code is 0kSTy0PROMO9150g and it is active and valid. We tried to make a follow-up call on 3/14/2025 but we were unable to reach you.The emails we sent via ********************** has not receive any response as well.

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 1315782040.

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: 04/03/2025

Complaint: 23011490

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 04/03/2025
I attempted to use the gift card.But was unsuccessful at doing so. I called straight Talk to tell them my issue . They said the ****** gift card is now expired. I said that's nice I've been dealing with this issue for months. I still do not have my ****** gift card to use.
I now have about 81/2 hours of my time dealing with this ******** offer if compensation to me at all. I just get the run around the right hand dont know what the left hand is doing with this company. I just get lied to and pushed to my next call because all they do is lie to me.
I've been a customer for over ******* with Straight Talk .I have never used any reward points that I e earned by being a valuable customer . I do not feel valued at all .I will be leaving this company as soon as I get what I've earned from them plus my compensation for my time .I charge ***** an hour for my time that is valuable to me.
They need to take care of me efficiently and do a lot of apologizing.I will not be treated this way and will give a horrible review on their customer service and I I've been treated. They tell me one thing the next thing nope doesn't work that way. That's how this all got started i cashed in rewards for ****** gift card to buy two phones with the card. The code for gift card was invalid from the start even their own people couldn't get it to work .I have dealt with this issue with them for months to get me absolutely no where. They say It needs to be escalated, escalated, escalated.
I would if this was my company call the customer complaint more then once. They say **** call will call you right back and ****, ******* who ever never calls and if anyone dies call me they do nothing at all.
And I still have the issue I've had for months now with them . I pay my bill every month with them in time every month and they don't give me anything but lies ,stress and ******** fed up with their crappy customer service.
I want what is do to me and my compensation for over 8 hours of my time.

Business Response
Date: 04/10/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/4/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint indicates that you attempted to use the Gift Card code; however, it was unsuccessful. You were informed that the code already expired, and you are requesting to get another offer or a compensation since you were unable to use the $150 off phone promo code.

In our review,the $150 off phone promo code expired since it was not used within 60 days.Please be advised that rewards points used are non-refundable.

We spoke with you on 4/8/2025 via phone number ************, and discussed the ****************** mentioned that you tried to use the code previously; however, it was not accepted. We provided the correct promo code; however, since it already expired,you could no longer use it. Although the rewards points are non-refundable as per Terms and Conditions, as courtesy, we submitted an escalation to look for an alternate reasonable resolution. We will contact for any updates in the escalation.

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 reach out to you once we received updates on the escalation we submitted. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 05/01/2025
I'm sorry I had no phone at the time of the last email you sent.
No I am not any better off of not happy with straight talk at all still. I file a complaint with you at bbb they call me tell me more lies at straight talk . I am so disgusted with this company after I've been a loyal.customer to them for over 11 years. And i am treated this way. Straight talk gets complaint form you that I send. They call and so nothing at all to resolve the issue.And cause me more of my own time that I want paid back to me by ******** I have 22 hours of my time invested along with ***** some odd reward points they stole from me. And gave Me absolutely nothing for my points but a short fuse and total disappointment. Now I want my points back to my account and ***** for each hour then have wasted of my time.
Please tell them I am sick if their lies and c*** .Do their job and stop delaying this nonsense they know they did me wrong and I wany back what is mine. I pay them for a service now I want ******* pay my reward points back to me and pay me ****** for my time they have wasted .
No more lies all I've had enough fro. ******,**** AND EVERYONE ELSE TGATD CALLEC ME AND LIED TO ME EVERYTIME ITS BEEN ESCALATED,TO BE ESCALATED, TO BE ESCALATED AGAIN TO GO NO WHERE.ITS THE SAME PROBLEM IVE DEALT WITH FOR 4 MONTHS NOW.ITS TIME THRH ****** .

Business Response
Date: 05/09/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/2/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint indicates that you are dissatisfied with the service provided to you. You requested to get refunded for the Rewards points used, as well as $20 per hour compensation while on the phone working on the case.

We reviewed the account and found out that the full ****** points were added back to your account as courtesy. On the other hand, your request to get $20/hour monetary compensation due to this issue is declined.

We spoke with you on 5/7/2025,5/8/2025, and 5/9/2025 via phone number ************, and discussed the aforementioned. You requested either to get a replacement service plans or a check worth $460 for the time you spent dealing with the issue. However, this request is declined.

Please note that Straight Talk Terms and Conditions indicates that you agree to indemnify and hold harmless ******************* and its parent,subsidiaries, affiliates, vendors, suppliers, and licensors and their former,current and future officers, directors, employees, insurers, contractors,successors and assigns (Straight Talk Indemnified Parties) from any and all liabilities, penalties, claims, causes of action, and demands brought by a third party (Claims) including the costs, expenses, and attorneys fees on account thereof (Costs) arising from or related to your use of a Straight Talk Product or Service or your breach of this Agreement, whether based in contract or tort (including strict liability) and regardless of the form of action.

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 1320062600.

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:03/02/2025
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 returned the Internet equipment which they received 1/30. Never used the equipment or prepaid service. **** **********************
Business Response
Date: 03/07/2025
Dear ***** *********:

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

Your complaint states that you are requesting refund for the Home Internet device you returned, since you have never used it nor the service.

We reviewed your order with order ID ******************* our records show that you placed the order on 1/2/2025 amounting $151.49. The device has not been activated yet, and an in-depth review shows that refund was already processed on 3/4/2025, with reference number B2C_******************************* posting usually occurs in 3-5 business days; however, it may take up to 30 days, depending on your financial institution.

We spoke with you via phone number ************ on 3/5/2025, and discussed status of your refund request. We informed you that the request was approved, and provide the turn-around time for the credit posting.

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 1315715190.

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

Sincerely,

Executive *********************
Customer Answer
Date: 03/07/2025

Better Business Bureau:

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

Sincerely,

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

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