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

3,472 total complaints in the last 3 years.
812 complaints closed in the last 12 months.

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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:02/24/2025
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.
Phone under manufactures warranty. 1st call 1/22/2025 since then very poor customer service and still no replacement phone after waiting a calendar month. Today 2/22/2025
Business Response
Date: 03/05/2025
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 your phone is under warranty, but you have yet to receive your replacement phone.

Please note that Tracfone Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed, and a replacement request was issued for your damaged Tracfone device on 01/22/2025. We determined the device needed to be replaced, since the phone screen is not turning on. Replacement Service Ticket No. 1312872073.

The record shows that we mailed you a replacement device on 1/29/2025 with *** tracking number 1Z7X28F00256362537. However, the package was returned to the sender on 2/11/2025 because *** cannot deliver to P.O Boxes. On 2/05/2025, an update regarding your address was made to your service ticket but you have to wait for an available phone to be mailed.

We spoke with you on 2/26/2025 and 2/27/2025 via phone number ********** and discussed the status of your replacement device; an update on the service ticket was done to expedite the shipment of your replacement device. On 3/04/2025, *** tracking number 1Z7X28F00256208534 showed that your package has been delivered. We made a follow-up call day and you confirm to receive the phone. No further assistance required.

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 1315221997.

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:02/24/2025
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 straight talk trade in kit where I pick my device I want to trade in, select a new device to purchase, and then I purchase the new device and send them the old device and they will give me a MasterCard gift card for the trade in. I gave a iPhone 12 worth 220$ in credit and purchased an iPhone 13, The 13 arrived and I contacted straight talk and I was told to ship back the iPhone 12 in the box the 13 came in, and so I shipped it back and it arrived to straight talk on February 13th. It has been 11 days and The most information I got was to call cexchange and they did not know what I was talking about. I would like to know what has happened with my phone and where can I get the $220 credit.
Customer Answer
Date: 03/12/2025
I have received a call from a lady saying she is now working on my case and she has called me about 5 times and each time she called, she said she was working on it and asked about the phone. And besides someone acknowledging the problem it seems that no progress has been made. I have effectively been scammed out of $200. Today marks 2 weeks since I have heard anything from anyone. This is making me frustrated as I enjoyed using this company for them to literally take my stuff.
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 February 24, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have sent your iPhone 12 to receive the trade-in value worth $220 gift card;however, you still have not received the gift card despite showing that the device was delivered on 2/13/2025.

Straight Talk offers a trade-in program called *********** Trade-in. This trade-in program will give customers the option to trade their phone for a ********* gift card. This will be processed by our third party trade vendor, Assurant.

We spoke with you via phone number ************ on 3/26/2025, and discussed the matter with your complaint. In order for us to track the status of the shipment, you provided the order ID ***************, where you used the box to send your iPhone 12 for trade. We submitted an escalation to review this matter, and agreed to contact you for updates.

We determined that on 3/10/2025, your device is on its way to the trade vendor, and they will process your gift card to the email address you provided once they received the device, in ***** hours.

We spoke with you again on March *******, via phone number ************, and discussed the aforementioned *********** confirmed that you received the gift card via email.

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 1315065541.

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: 03/17/2025

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:02/22/2025
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 continue to call every day my phone service is interrupted I continue to be told it won't happen again I'm missing appointments and I'm having panic attacks from calling and saying my personal information every day I cannot focus on work nor sleep from constantly checking to see if my phone is working this is ridiculous I have multiple employees named id numbers who lie constantly to customers this company is horrible and I am left with no choice but to feel anxious every day I don't understand why they can't fix this and stop lying I need a upgrade to my service in any way possible because this is ridiculous I will be filing multiple complaints multiple
Customer Answer
Date: 02/26/2025
Their has been no resulting I will be getting a lawyer I almost died and I'm stranded with no phone sueing
Business Response
Date: 03/05/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you experienced multiple phone service interruptions which has never been resolved despite contacting customer service.

We reviewed your account and our records show that you have multiple Lifeline Enrollments since 2023 with SafeLink Wireless; however, all of them were cancelled due to transferring the benefits to another service provider. Latest enrollment history shows that you reapplied and got reenrolled for the Lifeline program with SafeLink Wireless on 2/17/2025, with enrollment number ending in 0183. The free benefits were delivered; however, on 2/19/2025, your enrollment was cancelled because the benefits were transferred to another service provider. Another enrollment was approved on 2/19/2025, with enrollment number ending in 1923; however, it was cancelled again due to transferring benefits to another provider on 2/21/2025. Another enrollment was again approved on 2/21/2025, which was cancelled due to the same reason on 2/26/2025. Lastly, an enrollment application was approved on 2/26/2025, which was cancelled again due to same reason on 3/1/2025.

Please note that a customer may transfer his or her Lifeline benefits to another participating provider. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

We spoke with you via phone number ************ on 2/25/2025, and discussed the aforementioned. You mentioned that after enrolling your tablet to Lifeline, your phone service went off. In addition,you are already aware that you could only have one Lifeline enrollment per household as per policy. You then requested to continue our conversation the following day due to having stress; however, you mentioned that you are not available when we contacted you the following day.

We were able to contact you via same phone number on 3/2/2025, and you mentioned that your phone would not work when you are away from home. Please note that you need to have an active Lifeline enrollment in order to receive the free benefits, otherwise, you need to purchase a service plan to use the service.

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 1315063035.

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:02/22/2025
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.
This complaint has already been filed. I received 1 phone call from Straight Talk wireless and was told I'd get another call from an escalation team. I never got that call and quite a bit of time has lapsed. The issue is that I purchased an iPhone through straight talk for my daughter and, some months later, she called to add service to it and her phone was messed up in the process. We called customer service and they had us go through a series of steps to correct it, which, in turn, rendered the phone unusable. They were not able to add the service to the phone nor were we able to get service on it anywhere else. So, $1200 for the phone (I assume minus depreciation) and $45 for the plan. I have emailed the address I was given several times and gotten no response. The ticket # for this complaint with straight talk is **********
Business Response
Date: 03/04/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your daughters iPhone stopped working after trying to add another month of service to it. In addition, customer service could not reinstate the phone service.

We reviewed the account with the phone number ending in 3896; it has been inactive since 1/20/2025 due to non-renewal of service. Account History shows that there are reports of the phone not having service in December 2024; however, we were unable to proceed with further trouble shooting due to failure to authenticate the account. Please note that Straight Talk customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We spoke with you via phone number ************ on 2/24/2025, to discuss the status of the account and your service ************ refused to reactivate the phone because it was already in the trash. You requested a refund for the phone and service plan; however, please note that Straight Talk Terms and Conditions indicate that if you purchased your Straight Talk device from ****************,you have thirty (30) days from the date your device was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your device and pay for the shipping cost to send it back to us.

You are unable to provide the order information and our records show that the phone was initially activated in September 2024. Therefore, it is not eligible for a refund, per our Terms and Conditions. As courtesy, we offered further assistance if you can retrieve the device; however, you refused to be called back.

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 1315070571.

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:02/20/2025
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.
Tracfone demanded a 4 digit pin, which I had established with the company. Suddenly they tell me that the pin should have a letter in it. I never had a letter; only numbers. From that point my phone was locked. I tried to get Tracfone to unlock my phone, but after many attempts, they could not unlock it. I was told to purchase a new phone, and that Tracfone would refund my full purchase price once I returned the locked phone on February 14, 2025 via ***. I was told that I would get my refund in 5-7 business days. They were to send me a confirming email, but I am never able to receive emails from Tracfone. Two of their representatives couldnt deal with the problem and simply hung up on me; others tried to help but appeared to be poorly trained to handle situations like mine.I googled Tracfone and saw that others were experiencing the same problem with Tracfone and their inability to send emails. I have spoken with many Tracfone employees, none of whom were able to email me.Please advise. Thank you. ******** *******. Phone ************
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 21, 2025, regarding BBB case number ******** complaint.

Your complaint states that your phone got locked after you were informed that your PIN should contain letters. You tried to unlock your phone multiple times with a representative, but to no success. You were advised to get a new phone, and you will be refunded the phone amount once it is returned. However, no refund confirmation was sent to you after 5-7 business hours of waiting, and no one was able to provide proper assistance with the concern.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We reviewed your account, and we found that your phone was initially activated in our system on May 19, 2023, therefore, a refund can no longer be issued, as it is out of the 30 days warranty already. On the other hand, a replacement request was already issued for your locked device on February 07, 2025, with ticket reference number 1313905916.

We spoke with you on February 21, 2025, by phone number ************** and advised you that we cannot provide you a refund for the phone, however, we will ensure that a replacement phone will be sent.

Upon further review, our warehouse records indicate that we received your damaged phone on February 24, 2025, per tracking number 1Z6980XX9072557716. However, the replacement phone was on hold due to a system error that caused not to update the status of your return. Thus, we manually updated the request to start the shipment of your replacement phone. The replacement phone was successfully shipped out through *** with tracking number 1Z7X28F00256155609, and was delivered on March 4, 2025, to your registered shipping address.

We contacted you once again on March 06, 2025, and you confirmed the receipt of your replacement phone. You also mentioned that you already contacted customer service to activate your device, which we also confirmed in our system that the device is now active and well provisioned.

We appreciate your patience and time working with us with the matter. Please know that we are more than willing to assist you with your concerns.

If you still require assistance, you can contact an agent at ************** 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 1314805168.

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

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer
Date: 03/20/2025
I do not think I would have received action from Tracfone without the assistance of BBB. I am very grateful to BBB for your service.
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.I do not think I would have received action from Tracfone without the assistance of BBB. I am very grateful to BBB for your service.

Sincerely,

******** *******
Initial Complaint
Date:02/20/2025
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.
Nov 2024, bought *********** 5G 2024, on line. When received blue TF box said : *********** 5G 2024. But phone in box was *********** 4G 2023. Wrong phone, right box. I have twice gone on line and submitted request form to initiate Binding Arbitration, however neither **, nor ******* reply. This was either an innocent, one time mistake, or deceptive advertising/FRAUD. ** will not send me the phone I paid for: *********** 5G 2024. As per "Terms of Service", I have a RIGHT to resolve thru "Binding Arbitration"!
Business Response
Date: 03/04/2025
Dear ***** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order online for a ********************* 5G 2024; however, you received a ************ 4G **************** addition, customer service would not send you the same phone model you ordered and your request to initiate a Binding Arbitration was not answered.

We reviewed the order ID # ************** you included in the complaint; however, we could not find the records of this order in our system. We need further information regarding the order you placed in order to determine the reason of the issue and assist you accordingly. In addition, our records show that your phone number ending in ********************************* our system with a ********************* 2023. Please note that this is a 5G capable device.

We spoke with you via phone number ************ on 2/22/2025, and discussed your service concerns. You mentioned that you returned the incorrect phone; however, you received the same incorrect phone model. As courtesy, we offered to send another replacement phone after confirming the return of the incorrect phone; however, you refused this process and mentioned that you do not want to return the phone since it is already ********* addition, you mentioned that you will pursue the issue through Binding Arbitration and ended the call.

We would need further order information since we could not confirm the order you placed using the order ID you provided. As courtesy, we spoke with you again via same contact number on 2/24/2025, and attempted to offer further assistance; however, you ended the call saying you would pursue resolving this matter through Binding Arbitration if you will not receive the correct phone model you ordered in 5 business days.

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 1314906211.

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: 03/06/2025

Complaint: 22969133

TF is lying about both calls! I have recorded all calls since filing complaint.

Also, since filling they have stated TF can not find my original order, and the one I provided is invalid.

On December 18th I placed my original call. It has recoding of everything that transpired, and the solution offered by TF CS Agent.

This complaint has never alleged that TF simply sent me the wrong phone. ** is selling 2023 4G model in a Blue TF Package that says ************* 5G 2024"is on the front of the box. Inside the box is a 2023 4G. I found this out by entering IMIE # of phone in box to a ****** search. ****** took me ******** web site that said "2023 4G"!

The TF CS Agent on December 18th, ************************************************************************** prePaid return label, when warehouse received my 2023 4G, she would resend me a 2024 5G as replacement. On 12/20/24 I shipped incorrect product and incorrect packaging back to TF with label provide. On 12/26/24 *** shows ** signed for return. I then waited, and waited for email from TF telling me 2024 5G had shipped, but no phone ever came. I called, and called, and called. Everytime I was told 2024 5G was in process of being shipped and I would get email with tracking number, but never did. Then if FEBRUARY 17th I ask for Supervisor. She was rude and belligerent and said Agent on 12/18/24 should not have told me they would ship me 2024 5G as replacement to the 2023 4G I sent back. She said TF was only permitted to replace like models and she would ship me another 2023 4G and she did!!!

Since then, 2 more TF CS "Supervisors/Managers" have promised to replace with 2024 5G, but as of today NO email, NO tracking#, NO phone!!!

And ALL DURRING THIS TIME I have 6 times asked to follow TF "Terms of Service" agreement to use Arbitration to settle unresolved Disputes, but ************** has not once responded!!!

It's their rule that requires Arbitration, NOT Me! I want an Independent 3rd Party to hear the ****** and they will see TF improperly labeled an older, cheaper model phone in a package that was printed with NEW MODEL & NEW YEAR!!

I have contacted ABR, the Arbitrator that TF/******************* utilizes for Arbitration. *** informed me that if any company states in their terms that Consumer must agree to Arbitrate Disputes, but does not acknowledge request to do so within 60 days, then Consumer (Me!), can initiate the Arbitration Process themselves, and TF must pay up front cost. My 60 days period started February 20th. If they will not acknowledge my request, I will initiate ARB Arbitration myself when the 60 day period expires.

I once again make known my request to settle this dispute through Arbitration as stated in TF "Terms of Use". I am following THEIR rules!!!

Sincerely,

***** ***
Customer Answer
Date: 03/07/2025
Correction: 60 days started on January 20th, not 2/20 as inadvertently typed.
Customer Answer
Date: 03/12/2025
Addendum: TF did send me a replacement, now instead of 2023 4G, I possess a 2023 5G.

In 2023 ******** manufactured two additions. Early production was 2023 4G. But after release, they upgraded 2023 to 5G, due to Consumer demand.

But the blue box I bought was printed on cover ************* 5G 2 0 2 4"!
The blue box cover had a red America with a black, large 5G printed on top. In the lower right corner was printed 2024 in white print, with an outlined box around it. Blue TF box was MotoG 5G 2024, but cell phone in box was 2023 Early Model,"Cheaper", of 4G!

I bought a *********** 5G 2024, the most expensive and up to date version at that time, on purpose for 5G transmission, and back cover of 2024 is man made leather that is easier to grip, and shoes no fingerprints. As well, 2024 has wireless charging. These are expensive features not on either model of 2023.

I tried to return the device to my local ******** The Associate got another Blue Box from display printed "*********** 5G 2024 on cover. But I asked Associate to open Blue Box to see if device inside was 2024? When he opened box it was the same 2023 I had received! We went back to shelf. There was only one package left that was printed with 2024 on cover. He took it back to counter and opened it. For the 3RD time We both saw a 2023 4G device deceptively marketed as 2024 5G. The 2024 5G is 4 times the price of a 2023 4G, and double the price of 2023 5G, device I'm now using.

I ordered a 2024 *********** 5G, and inside box was a 2023 4G!!! Fraudulent Marketing!!!

Have TF CS review my original contact on December 18th, 2024 TF ID#**********, and contact on February 27th, 2024 TF ID#********. There was a 3rd contact I'm unable to provide ID# for. ***ALL 3 CONTACTS WERE WITH "MANAGERS/SUPERVISORS", in the "CORPORATE OFFICE", BOTH ARE LIES!!! THEIR IN THE ***********, THEY WORK FOR A "CALL CENTER", NOT TF, NOR ******** AND THEY DO NOT SUPERVISE OR MANAGE OTHERS EMPLOYEES. THE ONLY TF CORPORATE OFFICE IS IN *****,**!!!

ITS A COMPLETE LIE, ITS INTENTIONAL DECEPTION!!!
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 6, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint indicates that the issue about receiving an incorrect phone from your order has not been resolved yet, despite asking assistance from customer service. In addition, you still have not received a response regarding your request for a Binding Arbitration.

As per our previous response, the order ID ************** you provided, does not show any records in our system.Your phone number ending in 3800 is currently active with a ********************* 2023 with **** number ending in 0786, which you received as a replacement; however, we are unable to determine the original phone you ordered.

On the other hand, we received your notice to request for a Binding Arbitration, and it is already being reviewed. Please note that the notice must include enough information to allow us to identify your account as well as to assess and attempt to resolve your claim. Since the order ID you provided does not show any records in our system, we will need further information to determine the original phone you ordered.

We spoke with you via phone number ************ on 3/13/2025, and provided the aforementioned. We tried to ask for the **** number of the original phone to aid with our investigation and resolve this matter; however, you ended the call asking for us to check your conversation with the agent last December. With this, we will conduct further investigation to determine the exact order and will contact you for updates.

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

Please refer to email reference number ******* or Ticket Number 1314906211.

Based upon the foregoing, we will contact you once we received further updates. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 03/13/2025
How am I to get IMIE# of a device that TF ask me to return December 18th, 2024? ** has the device, NOT Me! I have given all this information to a number of TF employees who "claim" they are "Supervisor's" at the ******************* and "I assure you I am "Authorized to resolve this for you"! Conversation ends with them promising that I am being shipped the correct model immediately and it will arrive in 3-5 business days "!!! Yet, NO PHONE!!! Honestly, I will come out better off when an Independent 3rd Party Arbitrator looks at the numerous, documented, and recorded promises I have been made, and can listen to December 18th phone conversation. I am EXTREMELY CONFIDENT that I will win hands down, and be compensated very generously for my troubles and inconvenience. ** is selling a $39 *********** 4G 2023 in a box labeled/printed as $199 MotoG 5G 2024. I have proven that! And, instead of making me "WHOLE" for their "mistake" (or was it on purpose? If so, that is ILLEGAL!!!) they put me thru the wringer for 3 months!!!
For the 9th and final time I am stating in writing I wish to exercise My rights under TF "Terms and Conditions" to have ARB Arbitrate this illegal transaction!!!

Customer Answer
Date: 03/13/2025

Complaint: 22969133

How am I to get IMIE# of a device that TF ask me to return December 18th, 2024? ** has the device, NOT Me! I have given all this information to a number of TF employees who "claim" they are "Supervisor's" at the ******************* and "I assure you I am "Authorized to resolve this for you"! Conversation ends with them promising that I am being shipped the correct model immediately and it will arrive in 3-5 business days "!!! Yet, NO PHONE!!! Honestly, I will come out better off when an Independent 3rd Party Arbitrator looks at the numerous, documented, and recorded promises I have been made, and can listen to December 18th phone conversation. I am EXTREMELY CONFIDENT that I will win hands down, and be compensated very generously for my troubles and inconvenience. ** is selling a $39 *********** 4G 2023 in a box labeled/printed as $199 MotoG 5G 2024. I have proven that! And, instead of making me "WHOLE" for their "mistake" (or was it on purpose? If so, that is ILLEGAL!!!) they put me thru the wringer for 3 months!!!
For the 9th and final time I am stating in writing I wish to exercise My rights under TF "Terms and Conditions" to have ARB Arbitrate this illegal transaction!!!

Sincerely,

***** ***
Customer Answer
Date: 03/13/2025

Complaint: 22969133

How am I to get IMIE# of a device that TF ask me to return December 18th, 2024? ** has the device, NOT Me! I have given all this information to a number of TF employees who "claim" they are "Supervisor's" at the ******************* and "I assure you I am "Authorized to resolve this for you"! Conversation ends with them promising that I am being shipped the correct model immediately and it will arrive in 3-5 business days "!!! Yet, NO PHONE!!! Honestly, I will come out better off when an Independent 3rd Party Arbitrator looks at the numerous, documented, and recorded promises I have been made, and can listen to December 18th phone conversation. I am EXTREMELY CONFIDENT that I will win hands down, and be compensated very generously for my troubles and inconvenience. ** is selling a $39 *********** 4G 2023 in a box labeled/printed as $199 MotoG 5G 2024. I have proven that! And, instead of making me "WHOLE" for their "mistake" (or was it on purpose? If so, that is ILLEGAL!!!) they put me thru the wringer for 3 months!!!
For the 9th and final time I am stating in writing I wish to exercise My rights under TF "Terms and Conditions" to have ARB Arbitrate this illegal transaction!!!

Sincerely,

***** ***

Business Response
Date: 03/20/2025
Dear ***** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 3/13/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you have already given all the information to TracFone employees when you contacted customer service. In addition, you are requesting an Arbitration to settle this case.

Attempts were made to contact you to gather further information, because the order ID ************** you provided, does not show any records. In addition, we could not determine the original IMEI number of the phone you ordered. However, you refused to provide further information and insisted to settle this case thru Binding Arbitration. Please be advised that we could not proceed with your request for a Binding Arbitration, unless you can provide us with the correct information regarding the order you placed, or assist us with the investigation and proceed with providing you with precise resolution.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:02/19/2025
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 ordered phones from Tracfone Wireless using a $300 gift card that I got from amassing points over the years. They cancelled the order without telling me. The tracking still says pending fulfillment but they refunded my credit card the remaining $11 and told me when I called that the order is cancelled but my gift card wont work again.Spent hours on hold speaking to brainless people... being transferred... dropping the call...
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 02/19/2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered phones from TracFone Wireless using the $300 gift card you got from accumulating points for the Loyalty Rewards program. However, your order was cancelled without you being notified, and the gift card is already unusable.

We reviewed your account and our records show that you redeemed a $300 Off Phone promo code on 9/20/2024 using ****** rewards points. An in-depth review shows that the Promo Code was used and is associated with the Order ID *********; however, the order status is cancelled because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you. If you would agree, we can generate another promo code for you to use.

We spoke with you via phone number ************ on 3/6/2025, and provided the aforementioned. You agreed to get a promo code;however, you requested to get a promo code which is higher than $300 due to this experience. With this, we submitted an escalation with your request and agreed to contact you for updates.

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

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

Based upon the foregoing, we will contact you once we have updated information regarding the escalation. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:02/19/2025
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.
To whom it may concern, I had to block out certain information as to this email I sent Total Wireless, but as you will read this, you will see what I've had to go through. If there are any questions I can be contacted via email ***************** or ************. So I read the part about desired resolution what I would like is my IMEI number for my personal cell phone to be taking out of their system so that I may try this again at one point I would like the *** card that I bought out of my money to be refreshed and reset as no one never used it. I feel like I'm due for them to pay me five dollars for the *** card as low as that amount may sound not trying to be *****, also I really feel like they should give me a few free months of service if I decide to port over and want to do this again, although I don't know why I would want to. Keep in mind this is the internet division and ***** division of *****.
Business Response
Date: 02/13/2025
Hello,

This case is a misdirect for Tracfone.
Business Response
Date: 03/03/2025
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 want your phones IMEI number to be removed from the system and to reset your SIM card to new in case you use them again. You are asking for a refund of $5 for your SIM card and three months of service if you decide to port over.

We spoke with you on 2/22/2025, 2/25/2025 and 3/01/2025 via phone number ********** and discussed the matter at hand.However, you stated that someone was already working on your case but wanted to keep it open until completely resolved. Upon review, we found that you tried to activate a Bring Your Own Phone device but had an issue with the service due to coverage. A refund request was created with reference numbers ********** and **********. The refund was approved on 2/17/2025 amounting to $35 with Transaction Reference Number 97852343E6LXMCH7. In addition, you requested to have your information removed from the system. On 3/01/2025, you confirmed to have all your concerns 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 1314890343.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 03/14/2025

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:02/18/2025
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 redeemed 4800 loyalty points from my Tracfone account to purchase a new phone from their subsidiary brand ********. I did this because their agents told me I could use the points for a $50 promo code discount to buy my Safelink phone. I repeatedly tried to use the promo code but it was always rejected. I told the Tracfone agents the problem I was having and they guaranteed the code would work, that it needed time to process it. At this point the phone I wanted was listed as "Out of Stock". I requested to be notified when the phone would be restocked but never was. Months passed and at this point my current phone would no longer recharge and I had to buy a new phone from another provider. As I result, I was never able to use the promo code I redeemed the 4800 points for and I called Tracfone to have these points returned to my account. ********************** refused to restore those 4800 points to my account stating that the code was now expired. No where is it mentioned on my original email receipt that there was an expiration date or that the code would ever expire until used. I was repeatedly advised by Tracfone agents that the code would work with ******** and that it would be good when the new phone shipments came in. Never once did anyone say anything about an expiration date at the time of purchase. I relied on these misleading statements. Moreover, I never received any notice my promo code was about to expire. If I did I would have immediately requested to have the promo code canceled and the points returned to my account. It's not my fault and I shouldn't be penalized because I was given the wrong information by incompetent and unscrupulous Tracfone agents. PLEASE READ THE ATTACHED STATEMENT OF FACTS FOR MORE COMPLETE DETAILS OF WHAT I WENT THRU. I am not seeking a monetary compensation here. I simply want a one time courtesy replacement to my account of the 4800 points I was cheated out of.
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 18, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you used the accumulated 4800 Loyalty Rewards points from your TracFone account to purchase a promo code from. You intended to use the promo code to purchase a phone from the ******** website, and the customer service assured you that it would work;however, it did not, until the promo code expired. You requested to get the rewards points refunded since you were unable to use it; however, your request was denied.

Please note that Loyalty Rewards Points may be redeemed and used towards the purchase of a Reward (e.g., Service Plan, Device coupons, premium coupons, games, e-gift cards, special events, and other activities). Some redemption Rewards are limited time offers, which expire over a period of time. In addition, redeemed Points are non-refundable.

We received your email from ****************** on 2/20/2025, providing the alternate contact number ************. You have also sent another email on 2/23/2025 providing your TracFones account information, with phone number ending in 3035. In our review of your account, our records show that you redeemed a $50 off Phone promo code on 8/22/2024 using ***** rewards points. The promo code expired on 10/21/2024, and can no longer be used. In addition, we found no indications in the account regarding a report of having issues with the promo code. Please be advised of the TracFone Loyalty Rewards Terms of Use.

We attempted to contact you via phone numbers ************, ************, and emails were sent to ******************, on 3/5/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply to our latest email. We need to speak with you directly to discuss this 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 TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 03/10/2025

Complaint: 22957457

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 03/10/2025
I am rejecting Tracfone's response to my complaint because it is incorrect. They stated there were no complaints listed by me during the 60-day period of the promo code. I absolutely complained the very first day I received the promo code when I tried to use it and it was rejected by their sister company ********. This complaint is listed in my PDF attachment Statement of Facts letter in paragraph 2. I told their agents it wasn't working, they told me it needed more time to process it. Then the phone was listed as out of stock. I complained three more times as noted in the attached letter in paragraph 3, all well within the 60-day period and I was always told to wait until the phone is restocked. Guess what? The phone I mentioned in the letter is a ******* Galaxy A25 5g. It is still listed as out of stock today March 10th, 2025. I had to purchase the same phone from another supplier, so since I had to buy it elsewhere I requested TracFone to restore my 4800 rewards points to my account because I was never able to use the promo code for the purpose I redeemed the points for. TracFone claims they don't see any activity in my account during the ****** period. First, I always used my current Tracfone account number to discuss these issues by phone or chat online. Secondly, their response in the complaint statement is not what I was told by their agents at the time of the transaction. They never said anything about additional terms on my promo code email receipt. If TracFone's calls or chat files don't reflect these complaints it is because their agents kept lying to me to keep trying the code, they guaranteed it would work. Furthermore, I was never given an expiration date on my promo code receipt so when I made a complaint is irrelevant. That said, I am certain my complaints match up with the time period they have specified. An independent arbitrator would clearly recognize the complaints I have listed as being within there required time period. They said I never responded to their emails or phone calls. I absolutely responded. I have spoken with over 12 different TracFone staff over the past few months about this and have given them all the information they requested. In addition, I made an offer to settle the issue with them by stating that I would accept a $50 TracFone gift card. This would be the same value as the $50 promo code I bought that I was never able to use. They never responded to my settlement offer.
Business Response
Date: 03/20/2025
Dear ******* ******:

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

Your follow-up complaint states that you reported the issue regarding the promo code that you were unable to ******* are requesting to reinstate the rewards points you used to redeem the code since you were unable to use it until the expiration date, because the phone you wanted is out of stock.

As stated in our previous response,rewards points redeemed are non-refundable. However, as one-time courtesy, we honored your request. As of 3/20/2025, we added the ***** Loyalty Rewards Points to your account. You can verify this update by logging in to your account.

We spoke with you via phone number ************ on 3/20/2025, and discussed the aforementioned update. After a successful verification we confirmed that the ***** reward points were successfully returned to your account ending 3732.

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 1316276055.

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: 03/21/2025
TracFone restored the 4800 rewards points back to my account as requested and I am 100% satisfied.

Thank you *** ***** for your professional and courteous help to me in handling this matter. I appreciate your time and efforts.
Initial Complaint
Date:02/18/2025
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 was initially informed that I could unlock my phone by creating an account. However, after following the instructions and attempting to proceed, I was repeatedly given misinformation and runarounds, preventing me from unlocking my device. I was told that the phone was new and never activated, which is clearly false, as the device is carrier-locked and can only be used for calls and texts on their network. I distinctly remember using the phone for calls, so this claim doesnt align with my experience.This situation reveals serious issues with the company's communication and a lack of professionalism. The misleading information about my devices status and their inability to fulfill basic promises reflect a troubling lack of transparency and honesty. Despite reaching out to customer service five times, I have received conflicting responses, rude remarks, and delays. In some cases, my chats were abruptly ended while I was still typing, which only added to the frustration and demonstrated a lack of ******* is clear that the company has failed to properly address my issue and has not respected my time or concerns. I am requesting that the company unlock my phone as originally promised and that they take this opportunity to improve both the accuracy of their communications and the quality of their customer service.
Customer Answer
Date: 02/20/2025
I am writing to follow up on my previous complaint submitted through the Better Business Bureau regarding my ongoing issue with Tracfone. Unfortunately, the response I have received thus far has been highly unsatisfactory.
After my initial contact, I was given conflicting information, with representatives suggesting that I would need to wait 60 daysan assertion that is inconsistent with what I was originally told. When I raised this concern, I did not receive any further communication, which I find to be unprofessional and unacceptable.
It is deeply troubling that after expressing my concerns, Tracfone has ceased responding altogether. This behavior reflects poorly on the companys commitment to customer service and raises serious doubts about the reliability and transparency of its operations.
I stand firm in my position that I should not be subjected to delays that were not previously disclosed, and I am disappointed by the lack of resolution and communication from your team. I trust that Tracfone will take this opportunity to review its practices and offer a prompt, fair resolution to this matter.
Business Response
Date: 02/28/2025
Dear ****** *******:

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

Your complaint states that you wanted to have your device unlocked.

Upon review, using your email address, a TracFone account was pulled up having the serial number also known as IMEI number ending in 0194.The record shows that you tried activating the phone on 2/13/2023 by transferring a number and service to it. Reference number **********. However,we found no records of you putting a new service plan to the phone itself.

TracFone Wireless Unlocking Policy clearly states that TracFone will provide an unlocking code or codes to customers who request unlocking,provided the cellphones meet the following conditions:

*The cellphone was Activated.
*The cellphone was activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
*For cellphones Activated with new service on the ******* network on or after November 23, 2021, at least sixty (60) days must have elapsed since the cellphone was activated. For any cellphones, notification of the phone's unlock eligibility will be sent via SMS along with a link to the website where the unlock process can be accessed.

If you have not met the required minimum period of active TracFone Service, TracFone may unlock your cellphone, but you will incur a charge of up to $300, depending on how long your service was active prior to the unlocking request.

We attempted to contact you via phone number ********** but with no success. However, you are responsive to our emails via, *************************** and we have provided you with the details of our unlocking policy. The phone is not eligible for free unlocking at the moment.

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 1314643836.

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: 03/03/2025

Complaint: 22943077
I am rejecting this response because:
It does not address my concerns in any meaningful way. Instead of acknowledging the misleading information provided by their representatives, the company has chosen to ignore my complaints and fail to take any corrective action. This lack of transparency, accountability, and basic customer service only reinforces my *************************** has demonstrated a pattern of poor business practices and an unwillingness to resolve legitimate customer issues.
Despite my repeated attempts to seek a fair resolution, I have been met with dismissiveness, unresponsiveness, and a complete disregard for the time and effort I have spent trying to address this situation. I followed the guidance given by Tracfone representatives in good faith, only to later receive conflicting information that has left me at a disadvantage. Rather than taking responsibility for their errors and working toward a solution, Tracfone has continued to sidestep the issue.
This is not just a case of a single mistakeit is an ongoing display of incompetence, dishonesty, and a lack of customer respect. If ********************** refuses to correct this situation and address its failures, I will have no choice but to escalate my complaints further to consumer protection agencies, regulatory bodies, and legal channels if necessary.
I expect a proper resolution, not continued neglect and avoidance.
Sincerely,

****** *******
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 3/3/2025, regarding BBB Case number ******** complaint.

Your complaint states that you want the case regarding your request to unlock your phone resolved,as you were provided conflicting information when contacting customer service.

As per our previous response, your phone with IMEI number ending in 0194, was activated on 2/13/2023 not by purchasing and redeeming a service plan to the phone itself, but instead, by transferring the phone number ending in 7322. In addition, we found no further records of the phone getting a new service plan, and it was deactivated on 2/28/2023, after transferring the active phone number to another phone. As per TracFone Wireless Terms and Conditions under the Unlocking Policy, in order for the phone to be eligible for free unlocking, the cellphone should be activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone. Moreover, we only found some records on February 2025 of your request to unlock the phone.

We received your email response from ************************************,requesting for the correspondence to be done via email. Therefore, we have sent our response via email on 3/5/2025. You responded on the same day, stating that the issue is no longer with the status of the phone, but with how you were assisted by the customer service.

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

We have sent further responses via email on 3/7/2025 and 3/10/2025; however, we have not received your latest reply yet. Please visit *********************************** the updated information regarding our Unlocking Policy.

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

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

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

Sincerely,

Executive *********************

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