Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,476 total complaints in the last 3 years.
812 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/27/2025
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.
Purchase a straight talk plan3 month card plan from ******* where the pin is supposed to be on the receipt the pin is not on the receipt when I called straight talk they told me to go to ******* however when I went to ******* they say call straight talk they don't make any money from straight talk and to handle it with them.Ive tried calling them and they say there is nothing they can do I paid ****** for a 3 month service plan that I can't get activated because I wasn't given a pin all I want is what I paid for which is a 3 month service plan.Straight talk says there's nothing they can do and ******* says the same.
Customer Answer
Date: 03/04/2025
Hi last week straight talk called I was on the phone with them over a hour she couldn't come up with a solution she told me she would call me back in 2 to 3 days I waited she never called back so I reached out to straight talk again provided information from the previous conversation which the representative had no knowledge of.I gave all the information again they transferred me to there better business bureau as she called it.Had to repeat all the information again because they had no knowledge of what was going on.She told me to wait another 2 to 3 days because it got escalated to headquarters.Everytime I call I have to relay the same information because no one has a clue what I'm talking about even though I give them the certificate number on the case.All I want is my 3 month service or be reimbursed the ****** plus 55 cents for 911 fee .I've asked every representative if I could send the actual ************** I purchased but they tell me they have no way of receiving the pics. Please if you could look into what they are doing I would really appreciate it Thank you
Business Response
Date: 03/06/2025
Dear ****** *******,

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence date February 28, 2025, regarding BBB case number ******** complaint.

Your complaint states that you purchased a 3-month Straight Talk plan at ******* in which you spent $120.80, however, the PIN was not on the receipt. You were advised to go back at ******* for assistance, but you were referred to Straight Talk.Upon calling for assistance, you were informed that there is nothing they can do for the service plan.

Upon checking the receipt you provided, it shows that we were unable to see any records for the service plan paid.

We spoke with you on February 28, 2025, by phone number **************. During our conversation, we tried to further check in our system for the service plan details but still to no success. Thus, we submitted an escalation for proper resolution.

On March 5, 2025, we got approval to manually add the 3-month to your account. We immediately contacted you and were able to successfully add the service to your account. The plan was added on your account reserved and should be added automatically at the end of your service end date.

We are delighted that we were able to assist you with the concern and we appreciate your patience working with us to address the matter.

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

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

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

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:02/27/2025
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 am trying to get warranty repairs for my phone and I get little support that goes nowhere, I have been calling for 3 weeks and nothing happens I am tired of being treated like this. My phone warranty does not expire until September 2025. There are defects and they won't give legitimate help
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 February *******, regarding BBB Case number ******** complaint.

Your complaint states that you have a defective phone and wanted to use your warranty for repair, but issue is still left unresolved even after calling customer support.

Upon review, we found that a warranty phone exchange ticket ********** was created on 2/04/2025 due to you having a defective phone. Your phone was deemed defective because you see some black spot and lines across the screen of your phone. However, an unexpected delay was experience in shipping your replacement device; the phone is not available in our inventory. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.

We spoke with you on 2/28/2025, 03/04/2025 and 3/11/2025 via phone number ********** and discussed the status of your replacement device and its procedure. As per inventory, we have an available phone for you and will be shipping it out soon with *** tracking number 1Z7X28F00256333854. Once the shipment begins, you should have the replacement device in 3-5 business days.

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

Please refer to email reference number ******* or Ticket Number 1315389687.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 03/21/2025

Better Business Bureau:

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

Sincerely,

*** ******
Initial Complaint
Date:02/27/2025
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 referred new customers to ********************** and was rewarded "Rewards points". These are "pending" for 30 or 60 days, but just before 60 days, ***** of my points just disappeared. This happened between 1/29/25 and 1/31/25 (see screenshots below). A quick search online shows that this kind of thing, and many other types of fraud, are happening to MANY Tracfone customers. I want the ***** points returned to my account and the problem fixed so this doesn't happen to me again. I want an additional ****** points as compensation for the stress and trouble you've caused me. I tried to resolve this over chat - I waited 1/2 an hour and then chat disconnected me and prompted me to start all over again. I've had similar experiences when trying to contact Tracfone by phone. If Tracfone doesn't resolve this properly with this complaint, I will file complaints with the *** and my state attorney general. I will also sue Tracfone in small claims court, after disputing with you in writing at TracFone Wireless, Inc., Attn: Legal Department-Consumer Claims, ***********************************. So maybe just save yourselves and me the trouble and provide my desired resolution (see below).
Customer Answer
Date: 03/02/2025
Hello BBB,
I received an email from Tracfone on 3/1/2025:
From: **************************************************************

Good day Mr. *********** are writing from Tracfone **************** in regards of the FCCcomplaint we received from you.
We attempted to reach you today through the available contact number provided in your filed complaint to provide you the required assistance on your rewards points but, we were unable to reach you.
Please reply to this e-mail with a contact number and your preferred time to further assist with your complaint, being aware of your availability is the key to fully help you.
If more assistance, please contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 6:00 PM EST time.

Regards,
TracFone Wireless
-------------------------
I replied to TracFone on 3/2/25:
Hello TracFone,

Thank you for the email.

You cannot reach me by calling, because I am VERY hard-of-hearing, and don't use the phone.

Email is the best way - you can email me ANY TIME, because I am ALWAYS available by email.

Please restore the "disappeared" ***** points (earned on 12/1/24) to my "available" points balance, and make sure the 1***** points earned on 1/2/25 and 1/6/25 are also added to my available points balance since it's been ~60 days already. Any additional points you can grant me to compensate me for all this stress and trouble will be greatly appreciated.
(I am forwarding your emails and my replies to both FCC and BBB.)

Kind Regards,
******* *****
************
***************************************

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 02/27/2025, regarding BBB Case number ******** complaint.

Your complaint states that you referred new customers to ********************** and gained Rewards Points which would be pending for 30 or 60 days; however, you noticed that ***** of your pending Rewards Points disappeared from your account. In addition, this issue was not resolved despite contacting customer service thru chat or call. You wanted the ***** points credited back and get compensated with ****** more points for the inconvenience.

We reviewed your account and determined that you referred a friend to TracFone Wireless on 12/1/2024 to gain ***** Loyalty Rewards Points. The points will be pending and should be available for use on 1/30/2025. However, our records show that the ***** pending points were removed because the referees account is not enrolled in the Rewards Program, or lines were inactive. Please note that the referee must enroll in the Rewards Program and lines should remain active within the cooling period to make the points valid.

We received your email from *********************** on 3/3/2025,indicating that you have hearing problem, and would like to continue the correspondence via email instead. Therefore we have sent our reply, with the aforementioned information regarding your Rewards Points issue, through the same email. We received your response on 3/4/2025, indicating that you understood the explanation.

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 1315647050.

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:02/26/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I place an order on 2/7/2025 on straight talk website I was promised I would receive the Order 1-2 days. Today is 2/26/2025 I still havent received the order or my money back Ive been calling everyday and they constantly telling me lies after lies. They told me the order was shipped out 2/7/2025 but I contacted *** and checked the tracking number *** never received the shipment and straight talk is refusing to give me my money back
Customer Answer
Date: 03/04/2025
Straight Talk customer support called me just to let me know they cant give me my $166.51 back and that they dont have any updates because the warehouse wont respond back or answer their calls. This is not how you do business I was promised when placing this order I would receive my order within 1-2 business days and here it is another month later.
Customer Answer
Date: 03/04/2025
Straight Talk customer support called me just to let me know they cant give me my $166.51 back and that they dont have any updates because the warehouse wont respond back or answer their calls. This is not how you do business I was promised when placing this order I would receive my order within 1-2 business days and here it is another month later.
Business Response
Date: 03/06/2025
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 placed an order via Straight Talk website on February 7, 2025, however, you have yet to receive it. You were told that it was shipped but when you contact *** they said not to receive the package. Straight Talk is refusing to give you a refund on the said purchase as well.

Upon review, your order was processed on 2/08/2025 with order number 2339-3TGA133I34. As per Merchant Reference No.B2C_HANDSETS2025020756025534, you paid for the order $166.51. The order includes two BYOP SIM kits, two $45 airtime plans, a ******* Galaxy A16 5G and a $55 airtime plan.

In an in-depth review, we found that your orders *** tracking number 1ZY902R60137008951 indicates, "*** doesnt have possession of the package yet. Estimated delivery date will be available as soon as we get the package." However, as we investigate this further, we found that the ******* Galaxy A16 5G with an IMEI number ending in 4202 and the $55 airtime plan was activated and used on 2/10/2025. The activation was done via web, and the new phone was assigned with a number ending in 1888. In addition, the record shows that the new phone was then added to your existing account which currently has three (3) active numbers including your callback number ending in 2608 and another number ending in 4772. The number that was activated to the ******* phone ending in 1888 was then transferred to a Bring Your Own Phone on 2/19/2025 with reference number **********. Please know that no changes can be made to an account without completing an account authentication. Meanwhile, the escalation created on 2/15/2025 with reference number ********** got closed without granting the refund since we need to have the package return.

We spoke with you on 3/05/2025 via phone number ************ and you insist that you have not received the package. We discussed with you what we found. Thus, you were informed that no refund will be processed without getting the package back.

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 1315285797.

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: 03/06/2025
I did not receive this package and Ive been purchasing plans because I didnt receive the plans I purchased through straight talk I also never received the 2 SIM cards or 2 $45 card if they said they pulled all of this up where is it. They just trying to get out of my refund if they dont wanna give me my money back they better give me something. This is not how you do business
Customer Answer
Date: 03/07/2025

Complaint: 22995396

I did not receive this package and Ive been purchasing plans because I didnt receive the plans I purchased through straight talk I also never received the 2 SIM cards or 2 $45 card if they said they pulled all of this up where is it. They just trying to get out of my refund if they dont wanna give me my money back they better give me something. This is not how you do business

Sincerely,

******* *****
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 7, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not receive the package, and you have been purchasing plans because you have not received the plans and 2 SIM cards that you have purchased.

Upon further review, our records really shows that there was a phone delivered to your address on 2/12/2025 causing no refund being granted from your previous request. Additionally, the tracking number indicated from your order was incorrect which caused confusion with the delivery status of your package. Your package was actually delivered through *** with tracking number 1ZY902R60136995860.

We spoke with you on March *******, by phone number ************** and you have mentioned that you did not receive any phone from your order. Thus, we made further review to proceed accordingly with your case. We reported the phone as lost package, and we got an approval to proceed with your refund.

On March 13, 2025, your refund was successfully processed in the amount of $161.56 with reference number 49464318K7UAPP5T. You have also confirmed on March 14, 2025, that the amount was successfully credited to your account.

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 *******.

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:02/26/2025
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.
This company has failed to resolve a phone problem. I was on the phone for 8 hours to resolve an issue with the phone, which resulted in the company promising to send a new phone. They also guaranteed that I would receive my new phone and be allowed to keep the old one so I could take it into ******* and have them assist in getting pictures off the phone that are needed for my business. They are now demanding the old phone back prior to being given the new phone, This was not the agreement. They refuse to escalate calls to a supervisor to resolve the issue and instead keep you on the phone and pass you person to person, where they have you go through the same trouble shooting steps over and over without resolving the issue. The service is terrible and they breached the agreement and have now impacted my ability to do my business.
Customer Answer
Date: 02/26/2025
This company is putting people at risk. They have terminated my phone service with no notice, in the past, stating that is was because I did not upgrade my phone. They left someone disabled with no means of communication. They now are trying to force me to send my phone back, that i can at least call out on. They have stated that they cannot provide a new phone without the old one. This again will leave me with no means of communication. I live in a rural area and would not even be able to get medical assistance
Business Response
Date: 03/11/2025
Dear *** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 26, 2025, regarding BBB case number ******** complaint.

Your complaint states that you have issue in your phone and was told that you will receive a replacement without having to send in first your old device. Now you are being told that you have to return your old phone first before getting a replacement.

Upon review, we found an out of warranty exchange ticket ********** created on 2/22/2025 to replace your old device. The phone was deemed defective since it is unable to connect to mobile data and Wi-Fi network. Per procedure, customers must return their defective device using the pre-paid return label provided. A replacement will not be processed if the customer does not return the damaged device.

We spoke with your wife, ****, on 2/27/2025, 3/4/2025 and 3/08/2025 via phone number ************ and we discussed the status of the replacement device. To expedite the replacement without the need to return your original device an escalation was submitted. We manage to have the replacement phone processed on 3/04/2025 and the tracking number became available on 3/08/2025. You were advised that shipment usually takes within 3-5 business days. As per *** tracking number 1Z7X28F00256656176, the package should be delivered on March 12, 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 1315301997.

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: 03/19/2025

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. I would like to encourage the business to improve their processes as they are potentially leaving people at risk by taking 2 weeks to get a phone to a disabled person who at times does not have access to any other phone. I experienced this twice in the last couple years and both times was left without a phone for extended periods of time, and significant concern about my own safety and inability to call for help if I needed it. I know I am only one person, but can assure I am not the only one experiencing the poor service. They did not expedite the delivery of the phone, but I know the BBB cannot make them change their processes even though they are reckless.

Sincerely,

*** *******
Initial Complaint
Date:02/26/2025
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 just called up Total wireless customer service because I had a question but I'm also having an issue with the phone I've got a phone list overheating when you use and not in use and not being charged and used and The flash on the phone is not working The phone is freezing up I spoke with a customer service *** named **** he proceeded to try to tell me that I must mail my phone in in order for a warranty to be done and I tried explain the gentleman that's not how it works I've always had a phone shipped to me to ***lace a warranty phone he seen the phone was in warranty he said there is an active warranty but he does not wish to do anything and I said that is fine partner I shall make a claim on the better business viewer and he proceeds to tell me that is my option I say yes *** it sure is he was trying to tell me that I must turn off my flashlight to have the cameras flash to work and I told him I said part of the the light is not on I said this is not the first phone I've had like this one and that's not the first phone I've ever had I do know how to use these things I know what's right and what's wrong
Business Response
Date: 02/19/2025
This would need to be addressed by Total wireless as we are no longer associated and operate under The Smoke Shop. The number should be on the back of his phone.
Business Response
Date: 03/11/2025
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 have a defective phone which is under warranty, and you were told that you need to return it to get a replacement, but you usually receive the replacement device first.

Total Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. To assist in the return of the damaged device customers are provided with a pre-paid return label. Our customers are responsible for attaching the pre-paid return label provided to their damaged phone return. A replacement will not be processed if the customer does not return the damaged device.

We spoke with you on 2/27/2025 and 2/28/2025 via phone number ********** and discussed the replacement phone process. However, due to your circumstances, you refuse to send back the defective device first, leading us to submit an escalation to possibly send the replacement phone in advance.We received the approval on 3/03/2025 and proceed in creating your phone replacement request. Replacement ticket number **********. On 3/05/2025, we found that the phone is not available in our inventory, so we tried to call you but with no success. On 3/09/2025, we provide you an update on your phone replacement status and you agreed to have a comparable device. Thus, we made an update on the phone replacement request. Please note that delivery will usually occur within 3-5 business days. We will continue to monitor the progress of the replacement request and keep your line open 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 1315314617. Thank you for choosing Total 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.
I have received the replacement phone after having to go back over the process again no return shipping lable was send like agreed I called back & talk to another replacement & told them I need a return shipping lable to return the old device he stated he submitted a ticket to get a new empty box with a return lable I tried to get home to understand that it would be cheaper just to send a return shipping lable he stated again that he was sending an empty box with a return lable I should receive it with in 3 business days I said ok just to make sure your not sending another replacement phone are you he said no just a box I said good I don't need another replacement phone so at this time just waiting on the return lable to return old device ones I receive the return label with 3 business days the old device will be reshiped back to them thank you
Sincerely,

**** *****
Customer Answer
Date: 03/24/2025

Complaint: 22900604

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have received the replacement phone after having to go back over the process again no return shipping lable was send like agreed I called back & talk to another replacement & told them I need a return shipping lable to return the old device he stated he submitted a ticket to get a new empty box with a return lable I tried to get home to understand that it would be cheaper just to send a return shipping lable he stated again that he was sending an empty box with a return lable I should receive it with in 3 business days I said ok just to make sure your not sending another replacement phone are you he said no just a box I said good I don't need another replacement phone so at this time just waiting on the return lable to return old device ones I receive the return label with 3 business days the old device will be reshiped back to them thank you

Sincerely,

**** *****

Business Response
Date: 03/31/2025
Dear **** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 24, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you received the replacement phone, but there is no return label to return the old phone as agreed. You were informed that a ticket was created to send a return label and you are waiting for it to send the old phone back.

We reviewed your account and determined that it is active with the replacement phone and provisioned in our system. Usage Records indicate that the phone is working and that the service is being used.

We spoke with you on March 25, 2025,via phone number ************, and discussed the status of the account and service concerns. You confirmed that you received the replacement phone and currently using the service at the same time. In addition, you mentioned that you have no issue with the service and the phone also is 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 1317187683.

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

Sincerely,

Executive *********************
Initial Complaint
Date:02/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have safelink wireless for almost a year now and they keep saying that I have another carrier which I don't have they keep on disconnecting my service and people have been trying to call me but they end up calling my brother phone because THESE RAGGEDY *** Safelink keep on disconnecting my phone I had to renroll back into the service for the 15 time and now they turned my phone off again excusing me of the same mess and saying that my family members used my information which they did not because don't nobody stays with me and I I am a disabled person who has health issues and they keep on disconnecting my service and I am tired of it I have all ready spoken with the people who say that I have service with the and they cancelled it what ever they did but my phone is off
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 26, 2025, regarding BBB case # ******** complaint.

Your complaint states that your service with ******** kept on getting disconnected, and you had to re-enroll multiple times now to get it reconnected.

We reviewed your account with phone number ending in 2775; it is active and provisioned in our system. We also determined that you reapplied in the Lifeline program with SafeLink Wireless, and got enrolled on 2/24/2025, with unlimited talk, texts, 10 GB of data plus 5 GB of hotspot.

On the other hand, we reviewed your enrollment history, and determined that multiple enrollments were processed for the past years. The most recent enrollments were cancelled because of ***** de-enrollment request due to an active reservation with another carrier.

We spoke with you on 03/09/2025 via phone number ************, and discussed the status of your account. Please contact ***** for further details with your enrollment. You mentioned that your only concern was your account getting deactivated without your request, and that your phone service is already working now.

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

Please refer to email reference number ******* Ticket Number 1311825005.

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

Sincerely,

Executive *********************
Initial Complaint
Date:02/25/2025
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 have given TracFone the last number called, my birthplace, pet name, etc. TracFone will not send me a password reset link for my decades old account at ********************* First they said it was on their end. Then they told me I needed a pin number which was created approximately 15 years ago. I do not remember it. This is all due to my husband's phone which is inoperable. That number is ************. I have a screenshot of the time left on the phone, which expires January 2026. They asked me what the last number the phone called and my husband told them it was my phone number. The representative said the number was correct. They still won't unlock the account or send me a password reset. They're telling me when I get the new phone in a few days, I'm supposed to take out the broken phone SIM card and put it in the new phone and try to get TracFone to text me a code. Then I'm supposed to put the new SIM card in the new phone. Another representative told me not to do this. This is getting ridiculous. All I want to do is transfer the time and minutes to the new phone that we have ordered. I've given them all the security information they've asked for and they still won't send me a password reset link. I utilized this website few hours ago and sent them an email explaining all of this. This has gone on for three days and hours of wasted time. Thank you for your time.
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 February 25, 2025, regarding BBB case number ******** complaint.

Your complaint states that you want to transfer the time and minutes to a new Tracfone phone; however, you cannot authenticate your account,and you want a password reset link.

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.

Upon review, we found that the TracFone number ending in 6010 was successfully transferred along with its remaining minutes and service days to another device on 2/27/2025 with reference number **********. The account shows that is active and well provisioned in the network. Furthermore, the usage report of the line indicates that service is being used.

We spoke with you on 3/03/2025 via phone number ********** and confirm the completion of the transfer. Additionally, you stated that you now have access to your accounts ******* security pin and the answer to the security question of your account. In the meantime you are still unable to receive account authentication via email verification; with that, an escalation was created with reference number **********. The record shows that the escalation was closed on 3/05/2025 after resolving the concern by updating the email on file. A follow-up call was made on 3/07/2025 and you confirmed that all your concerns has been addressed. 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 1315359639.

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: 03/10/2025

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:02/24/2025
Type:Billing 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.
Consumer states she purchased a H3234313138**30343436H card at Rose&#**;s using a credit card. The receipt shows two taxes. One state and the other is called Ohio T4. She wants an explanation of the T4 charge and a refund. The store will not take the card back or give a refund. The state tax was $8. The Ohio T4 charge was $5.
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 25, 2025, regarding BBB case # ******** complaint.

Your complaint states that you purchased a TracFone airtime card from a store, and the receipt reflected two taxes; the state tax and Ohio T4 tax. You wanted to get an explanation of this Ohio T4 tax; however, the store associate would not take your card back or give a refund.

Please note that TracFone WirelessTerms and Conditions indicate that TracFone does not allow returns or provide refunds for Plans you may have purchased. In addition, for store purchases,your purchase is subject to the retailers return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase.

We reviewed your account and determined that you redeemed a TracFone $99 1-year plan on 3/6/2025. The account is active and provisioned in our system. Please note that at the time of purchase, you may be charged applicable taxes, fees or surcharges set by federal, state or local governments.

We spoke with you on 03/09/2025 via phone number ************, and discussed the aforementioned. We explained that these taxes where issued directly by the store and that we charge taxes as mandated by the government. We advised you to contact the store and you agreed to discuss this matter with them.

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

Please refer to email reference number ******* or Ticket Number 1316012612.

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:02/24/2025
Type:Billing 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 cannot log into my tracfone account because they send a verification code to my cell phone and I do not have the cell phone, so I don't know the exact date of purchase of the cell phone. In August 2024 I purchased a ***** tracfone cell phone and activated it on ******************************. I purchased a one-year plan for $125.00 plus tax. In October 2024 the phone would not come on or charge. I called tracfone at ************** and they said they would send a return label for my to send the phone back to them by *** and they would mail me a new phone in 5 business days. I got the return label and mailed the phone back at the first of November 2024 by ***. The Reference # is **********. I have called tracfone almost every week since then and they say I will receive a new phone in 5 business days, but to date I have not received it. The most recent phone call was on February 16, 2025, and *** at tracfone said the same thing. I have told them for the last couple weeks that I want my money back for the time (9 months, $93.78) I have not had and will not have the phone. No one has done anything.
Business Response
Date: 03/06/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 24, 2025, regarding BBB case number ******** complaint.

Your complaint states that you returned your phone and were expecting a replacement but have yet to receive the replacement device. Therefore, you are requesting a refund for the months you have not used the service amounting to $93.78.

Upon review, we found that a replacement phone exchange ticket ********** was created on 11/01/2024 to replace your phone which will not power on. A pre-paid return label was sent to you. Please know that our customers are responsible for attaching the pre-paid return label provided to their damaged phone return. A replacement will not be processed if the customer does not return the damaged device.

As per *** return tracking number 1Z6980XX9072001897, the defective phone was delivered on 11/12/2024. However,the return of the phone has not been verified based on the warehouse system.The serial number of your phone ending in ***************************************************************************** our inventory, causing the delay in shipping your replacement phone.

We spoke with your mother on 2/28/2025 via phone number ************ and as she is aware of the complaint; she agreed to receive a comparable model. As a courtesy, the exchange ticket was updated without verifying the return of the exact phone. On 3/05/2025, the replacement device was successfully delivered to your address with *** tracking number 1Z7X28F00256019515. A follow-up call was made, and we spoke with your mother again, she confirms that you received the phone. Please know that if you need assistance in activating the phone, you can always phone us back and we will make sure that you will have your number and unused service days transferred over to the replacement device. Note that we cannot refund your airtime plan as Terms and Conditions state that plans are non-refundable.

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 1315290646.

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

Sincerely,

Executive Resolution Department

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