Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  Tracfone Wireless

  5924 Airline Highway Baton Rouge, LA 70805

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:03/03/2025

  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,
  
  ***** *********

• Initial Complaint

  Date:03/02/2025

  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 4/19/2024, I purchased a Straight Talk TCL Ion V from *******. Straight Talk is a brand of Tracfone. I never added cell service to the phone because I just wanted to use it with Wifi. In November of 2024, my TCL Ion V lost the ability to charge. Since then I have been trying to get a replacement. That the phone should be replaced under warranty isn't in dispute but Tracfone seems unable to actually send a replacement despite frequently telling me it will arrive in 3 to 5 business days. I have made 8 calls totaling over 3.5 hours about the issue so ******** 1 (11/21/2024): Told I would receive a new phone in 4 to 5 biz days. Created a support ticket but didn't give me the #Call 2 (12/9/2024): Told they couldn't find my ticket. Told me that my phone wasn't covered under warranty because I hadn't had service for 1 year. NonsenseCall 3 (12/31/2024): Created a new ticket and gave me the #. Told my new phone would arrive in 3 to 5 biz daysCall 4 (1/9/2025): Told there may be delays sending my phone due to holidays and weatherCall 5 (2/5/2025): Mistakently told I needed to send in my broken phone first. Eventually told the new phone would be delivered in 1 to 3 biz daysCall 6 (2/12/2025): Told I needed to ship the broken phone back first. Ceated a new ticket for me. Shipped my broken phone back and Tracfone got it on 2/18. *** tracking # was 1Z6980XX9016995483Call 7 (2/26/2025): Automated system said phone had been shipped but errored when tried giving tracking #. Agent could not provide the tracking # but was told I would receive my phone in 3 to 5 biz daysCall 8 (3/1/2025): Chatted with Tracfone support via ***** and secure chat. Chatted with an agent who tried to e-mail me an Airbill with tracking # for new phone. Tried 2 e-mail addresses but got nothing. Another agent setup a callback with a supervisor. Callback was from a regular support manager who was unable to helpYouTube video containing all 8 calls: *******************************************

  Business Response

  Date: 03/14/2025

  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 return a defective phone and has yet to receive the replacement device.
  
  We spoke with you on 3/09/2025 via phone number ************ and reference number for your phone replacement were given. Reference numbers ********** and **********. Upon review, the warranty exchange phone ticket ********** was created on 12/31/2024. The phone was deemed defective as it will not hold charge. As we investigate this matter, we found that service ticket was not forwarded to our warehouse due to a system glitch. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help. With that, to expedite your replacement request an update was done to your service ticket. A follow-up call was made on 3/11/2025 and we provided you with your tracking number. As per *** tracking number 1Z7X28F00256383694 the phone was delivered on 3/12/2025. Therefore, another follow-call was made on 3/12/2025 and you confirm to receive the device. You stated that no further assistance is needed.
  
  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 1316074678. 
  
  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: 03/15/2025

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

• Initial Complaint

  Date:03/01/2025

  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.

  In addition to the $300.00 fee, I was not able to speak to a supervisor after waiting for one to become available for over an hour. When I asked for the corporate office phone number I was told they do not have one available.

  Business Response

  Date: 03/06/2025

  Dear **** DeJesus *******:
  
  
  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 in addition to the $300 fee, you were not able to speak to a supervisor after waiting for over an hour and you were not provided with a **************** phone number.
  
  We apologize for any inconvenience you may have experienced, and rest assured we are here to help. As part of our commitment to assist our customers, feedback is taken to support future improvements, and we will do our best to prevent similar issues from occurring in the future.
  
  We attempted to locate your account by utilizing our tools using your name, number and email address. However, we are unable to determine your account. Hence, to address the matter we need to speak with you directly for assistance.
  
  We spoke with you on 03/05/2025 via phone number ************ and you stated that you already spoke with one of our **************** Representatives and was advised to activate your phone with a ********************* and after 60 days you can have the phone unlocked without cost. Thus,you requested not to be called again. Please know that you can check full information regarding Straight Talk Wireless Unlocking Policy via Straight Talk website.
  
  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 1315791374. 
  
  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:03/01/2025

  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 currently use the Tracfone 60 Minute plan which I purchase a card for the plan and add the minutes to my phone when needed. According to the card I purchased the 60 Minutes included talk, text, web and is a 90-Day Plan. Yesterday, February 27th, I could no longer respond to text messages. I received a notification when I tried to send a text that YOU ARE UNABLE TO SEND A TEXT MESSAGE DUE TO A DEVICE RESTRICTION OR INSUFFICIENT FUNDS. I contacted the ************ number and was told that my card did not include text messages and that I needed to pay them $5.00 more if I wanted to text. They also told me that I still had 68 minutes left on my phone. I do not think it is fair to the public for them to just change their contract at will when I purchased the 60 minute card because it states on the card that it includes TALK,TEXT.WEB. Please advise how a business selling services to the public can do this.

  Business Response

  Date: 03/13/2025

  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 added a TracFone 60-minute plan which should include talk, text, web and 90-days service. However, when you tried to send a text message last February 27, you received a notification that you are unable to send a text message due to a device restriction or insufficient funds. You tried calling customer support for assistance, but issue was left unresolved.
  
  We spoke with you on 3/05/2025 via phone number ********** and discussed your text messaging concern. Upon review, we found that your account is active but has zero allocation for text messaging; your remaining balance is 59 minutes for calls alone. Your usage was verified and the record shows that allocation for text messaging was already consumed. Please know that the $19.99 TracFone airtime plan you purchased offers 60 minutes for calls, 60 units for text messaging and 60 MB for data for 90-day service. We advise you to purchase a text add-on plan for $5 but you declined since you prefer the usual airtime cards from the store. On our follow-up call dated 3/06/2025, your husband stated that you do not want to be contacted anymore.
  
  To this date, your TracFone account shows deactivated due to a port out request done on 3/10/2025 with reference number 1316122228.
  
  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 1315705343. 
  
  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: 23006022
  
  I did receive a response from them but could not get the problem resolved and have gone with another carrier. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/01/2025

  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 contacted Tracfone on Jan 10, 2025 and told them that my phone was broken. The advised me that they would replace it under warranty and that I only needed to return the phone. They sent me a return label and I returned the phone. I sent the phone back on Jan 10 and they received it on Jan 16. I was told the replacement phone would arrive in 3-5 business days. It didn't. I called back on Jan 23 and they said it should arrive by the 27th. It didn't. Called again and they claimed they didn't do something correctly and she fixed it and now it should arrive by Feb 4th. It didn't. I called again on the 5th and got the same run around. This time they said it should take another 7-10 days. Today is Feb 28th and still no phone. They are liars.

  Business Response

  Date: 03/14/2025

  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 returned a defective phone and has yet to receive a replacement device.
  
  Upon review, we found that a warranty phone exchange ticket ********** was created on 1/10/2025. As per procedure a pre-paid return label was sent to be use for the return of your defective device. The record shows that the defective phone was return on 1/16/2025. However, an unexpected delay in shipping your replacement phone was experience due to the unavailability of the phone.
  
  We spoke with you on 3/06/2025 and 3/09/2025 via phone number ************ and discussed the status of your replacement device. You agreed to receive the available compatible device we have; thus, an update to the replacement phone request was made. The tracking number to your replacement phone was also provided. As per *** tracking number 1Z7X28F00256499391, the phone was delivered on 03/12/2025 to your address. A follow-up call was made on 3/13/2025 and you confirm to receive the replacement device. We offer assistance in activating it, but you decline stating to do it at a later ******* further assistance needed.
  
  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 1315859822. 
  
  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: 03/14/2025

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

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a iPhone *************************** January 2025. Minutes were put on January 22 2025. I started having problems with the phone on February 20 2025. Im unable to use WiFi on this phone cant call out or receive calls on WiFi. I contacted straight talk 3 times. Refuse to send another phone out even though I have a warranty. They said havent used enough time on the phone to use warranty??? They said the phone is defective. I would like either another new phone like the one I purchased (not used or refurbished) or my money back!!! Even though I paid for my phone when ordered they have put a lock on my phone number to prevent me from changing phone providers. I owe straight talk no money!!!

  Business Response

  Date: 03/13/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 28, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that the iPhone you purchased in January ********************************************************************* a refund.
  
  Straight Talk Terms and Conditions under Limited Warranty states that New Apple iPhones are covered by a one-year limited warranty offered and administered by *****. Please visit ********* for more information.
  
  Upon review, your Straight Talk account is active and provisioned in the network. The usage report also indicates that the service is being used.
  
  We attempted to contact you via phone number ************ and email *********************** on 3/06/2025 but we were unable to reach you. However, you responded to our email stating that your issue has been resolved. No further assistance needed.
  
  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 1315853970. 
  
  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: 03/24/2025

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

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction 2/28/25 I went to purchase minutes for all 4 lines through StraightTalk's Website. One Line = $45 2nd Line = $30 3rd Line = $15 4th Line = $10 Total = $ 100 Discount of $1.26 was given Mandatory, Taxes and Fees states $ 3.72 Other Fees and Surcharges $ .35 For a Grand Total of $102.81 I was charged $108.23 for a difference of $5.42 I would like the $5.42 returned to me. I have attached the receipt (labeled Straightalk) that I was shown when I paid. Then I called about the difference, and they told me the amount was different. If that is the case, they need to have that in the first receipt. How do the taxes change that quickly?One minute I am paying 3.72 in taxes, then all of a sudden it is 9.14 in taxes.

  Business Response

  Date: 03/13/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 28, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that you were overcharge of about $5.42 for the purchased you made on February 28, 2025. Your total bill shows $108.23 but it should only be $102.81 based on the breakdown given 1st line amounting to $45, 2nd line amounting to $30, 3rd line amounting to $15, and 4th line amounting to $10 with a discount of $1.26 plus the taxes and fees states amounting to $3.72 and other fees and surcharges amounting to $ .35. Therefore, you want to have the price difference.
  
  Upon review, your Straight Talk account has four active lines and receives the Family Plan discount. The discount to each line has been properly applied including the taxes each line should receive. Please know that the Mandatory Taxes and Fees amounting to $3.72 and Other Fees and Surcharges amounting to $0.35 in your receipt is not the Total Fees for your four lines. These fees should be on top of each line; however, due to the discount offer, only one line has to pay the full amount of the fees, and the rest gets a prorated rate base on the total amount due of each line.
  
  We attempted to contact you via phone at ************ and emails were sent via ******************** on 03/05/2025, 03/06/2025,03/08/2025, 03/09/2025 and 03/11/2025; 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 1315792020. 
  
  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:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre paid refill card at ********* on 2/22/2025 to refill my TracFone tel# **************. When trying to scratch the pin# off it was actually a sticker and ripped off all the numbers where it left several of them unreadable. I have contacted TracFone now over 10 times and they are of absolutely no assistance at all. They say they will call back, they will use the numbers provided on the card bar code to call the store and I have never heard anything back. I have been rudely hung up on and have no answers as to how to resolve this. I have contacted ********* directly and spoke to the store manager **** who was very nice but he referred me back to TracFone. The card remains unreadable and unable to be redeemed. I am attached photos of the proof of purchase as well as the card itself which has all be sent via email to TracFone as well twice with no answers. Before having to file a chargeback with the credit card I would like to ask the assistance of the BBB in resolving this with TracFone. I appreciate any assistance and thank you in advance for your time and assistance.

  Customer Answer

  Date: 02/28/2025

  As I continue to wait for this issue to be resolved I called TracFone again and they will NOT help me. I am also reporting agent ID#****** name Ordello who was extremely RUDE and has NO idea how to do his job. 

  Customer Answer

  Date: 03/04/2025

  The Merchant contacted me today by phone and added the minutes to my account. This issue has now been resolved. Please close this case and thank you very much for your assistance. 

• Initial Complaint

  Date:02/28/2025

  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.

  When Tracfone announced that they were going to increase the data on the two plans we have with them from the 1GB data, UNLIMITED voice and text at $19 each per month, we opted for a new less expensive plan at $15 per month. The new plan carried over our accumulated data from the previous plan and had UNLIMITED calls and texts just like the precious plan. The only difference is that instead of 2GB data per month with UNLIMITED calls and texts the less expensive plan had 1GB data per month with UNLIMITED calls and texts and included our carry over data from the previous plan. This week we found out that someone or something at Tracfone decided, without warning to drop our TOTAL data to 1GB and put limits on our calls and texts. The accumulated data was removed. This is not what we paid for with the $15 each per month and after an hour with ****** on Tracone chat we were told that this could not be fixed to our satisfaction. So disappointed in a company that we've been faithful subscribers with over 10 years decided they aren't going to do anything to resolve this problem to our satisfaction. This is what we expect Tracfone to do. For ****** ******** ************, restore her data to 36GB, UNLIMITED CALLS, UNLIMITED TEXTS, with AUTO PAY $15 per month. For ****** ******** ************, restore his data to 25GB, UNLIMITED CALLS, UNLIMITED TEXTS, with AUTO PAY $15 per month.Thank you for considering our request and we want to continue to say Tracfone is our provider as we move forward. *** and Mrs. ****** ********

  Business Response

  Date: 03/12/2025

  Dear ****** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you changed your plan to the $15 unlimited talk, text and 1GB data, and accumulated data from previous plan will carryover, however, the accumulated that you have was suddenly removed. With that, you are requesting to have the accumulated data restored and set your Auto Pay with the $15 airtime plan.
  
  Please know that to carry over unused data, the customer must redeem an unlimited talk and text plan. If the account goes past due or the customer redeems a ***** plan, the unused data from the unlimited plan will expire within 30 days.
  
  Upon review, your TracFone account with two lines are both active and provisioned in the system. The record shows that the number ending in 1682 had a change in its airtime plan from the $15 unlimited plan (unlimited talk, text and 1GB data) to a PayGo plan ($15 Smartphone Only 30-Day that has 500 minutes, 500 text and 500 MB for data). The change of plan started in December 2024, then it happens again in January and February of 2025. Meanwhile, the number ending in 5674 started its plan switch in November 2024 and this continued until February. Moreover, the two lines has Auto Pay under the $15 Smartphone Only plan, 30-Day that has 500 minutes, 500 text and 500 MB for data.
  
  We spoke with you on 02/28/2025 and 3/07/2025 via phone number ********** and aforementioned was discussed. We worked on updating the plan set for your Auto pay ($15 unlimited plan (unlimited talk, text and 1GB data) but encountered a difficulty in completing it, thus, an escalation was submitted.The accounts Auto Pay has been set up successfully on 3/07/2025; additional data has been added to both lines as well with reference numbers ********** and **********. Moreover, a refund was processed for the latest payment made on the number ending in 5674, costing $15.75 for the $15 unlimited plan as per request.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1315375620. 
  
  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: 03/13/2025

   
  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,
  
  ****** ********

  Customer Answer

  Date: 03/14/2025

  My apologies and thank you for offering to me a review of the BBB at your location but when clicking on the link in the grey box it took me to this page.

   

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

  This doesn't look like the description of the small box with the stars.