Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

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:02/18/2025

  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.

  Problem with myTracfone ************ 5G phone under warranty.I talked to techs and they could not fix it .Return label created by tracfone and I was told to sent it back and they would replace with new moto g power 5g phone. They received the bad phone on 12/30/24 UPS1Z6980XX90242330873 Delivered to La vergne TN ***** received by Tillero.I was told wait 3 to 5 business days to receive the new replacement phone if not call back. I called them back 17 different **** and over 20 hours of talking on the phone with them since then and still no 5G phone. Over 7 weeks now They did send me a phone on 01/30/25 and it was not even a tracfone. It was a ******* family mobile moto g 4G A cheaper phone.And not a 5G So.ITold them I am not happy with a 4G I want my 5G received return label and I sent it back and they received it on 02/03/25 *** tracking1Z6980XX9027224820 All along each one of them wait to wait for the tracking numbers on my email and I only saw one trackig number with the wrong phone over 7 weeksnow Every one lied to me. They told me do not worry it is on its way. Some would say it has been escalated and another one said he was a manager and he would give me a ****** minutes, texts 10gb if data,for my inconvience in which it never happened. I was nice to all these people and they would say what I wanted to hear. So many lies. How can they sleep and night. I am disabled and this has put alot of stress on me and my wife. She has a phone exactly like mine. There was 2 ticket numbers first one is ********** and the last one is *********** . Then I talked with one person last night and she said you will not receive new moto g power 5g only a used refurbished. She said I will be waiting along time.Haven't I waited long enough. been with tracfone for over 10 yrs in good standing untill all the lies that come out of these people. I know I am not the only one with this problem. I have seen alot of complaints. How can they get away with this. We got 5g signals in the area.

  Customer Answer

  Date: 02/18/2025

  Hi, I have proof of returned phones.  I also talked to a person on Feb 14th named ******* and I have a recording of here stating there was action taken on Feb 11th. She said my moto g power phone is guaranteed to be delivered in the next 3 to 5 days. And also I chatted with a person on Sunday and she could not do anything on here side so she set up a call back to my home phone line. The person called and said she did not no about the returns. I told here about the ticket numbers and the tracking number that I had for proof I sent the phones back and they received them. Does anyone of these **** communicate at all? Every one I have talked to has no idea what is going on. They always say you will  receive the phone in 3-5 days and call back if you do not receive it. Tracfone goes by my cell phone number for I D ************ 

  Customer Answer

  Date: 02/18/2025

  All I want is to get my 5G replacement phone under the warranty without any hassle this has caused me. Not keep getting lied to over and over.  I should not have to deal with all stress. I have never had any problems before from getting a new replacement under a warranty on anything I buy. This is uncalled for. I have the receipt when I purchased the ************ 5G if needed. I thought Tracfone company was a very good reputable. I was wrong.  If there is any more proof or any questions. Email me or call me at my landline phone at ************. Thank you, ****

  Customer Answer

  Date: 02/19/2025

  Hi, this is my phone moto g power 5G that tracfone is selling right on there site. In stock. What gives?

  Customer Answer

  Date: 02/19/2025

  Hi, this is the exact phone I sent to them that was bad under warranty . Tracfone ************ 5G 2023 and yet they will not send me this phone. They have it in stock. They told me they do not have 5G in stock. Such liars. ****

  Customer Answer

  Date: 02/20/2025

  I chatted with ********: Yesterday 02/19/25. And he stated I should of got the exact same replacement phone. I just wanted to update information that is not on my tracfone account. He said it was updated on Sunday 11/16/25. He said I would have to wait 3 to 5 business days for the phone to arrive.If you do not receive it on the 5th day call again. No tracking number, no nothing from them as usual. All the **** that I talked to going on 8 weeks said the same thing over and over. They must be reading this off of a index card. Trained to do this. You go to there tracfone site and they have the ************ 5G phones in stock. They tried to send me a ******* special cheapy phone 4g not a 5g not even a tracfone. I told them I am returning this. This not my phone. I returned a moto ******* 5 G phone in which I tell them over and over. They just do not honor there warranty. Good luck people if you have problem with your tracfone phones and send them like they tell you to do and not receive them. Each one of them will give you the same story over and over. It does not matter who you talk to. They just don't care.  

  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 *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you had a defective TracFone ************ 5G phone which you return to get a replacement but the replacement phone you received was of a different phone model. You returned the incorrect phone and have been waiting for your replacement for quite some time.  
  
  Upon review, we found that a warranty exchange ticket ********** was created on 12/23/2024 to replace your non-working phone. Our warehouse confirms to have received the defective device on 1/06/2025. However, the exact phone model is not available in our inventory,causing an unexpected delay in shipping your replacement device. To avoid further delay, a comparable phone model was shipped out on 1/29/2025 and was delivered on 1/30/2025 with *** tracking number 1ZY870930200384394. This incorrect phone model was returned on 2/04/2025.
  
  The record shows that on 1/30/2025, a new replacement request was created with reference number **********. On 2/26/2025, we finally have your 5G device available. As per *** tracking number 1ZY870930200385437,the phone was delivered to your address on 2/27/2025. The phone was activated upon received. The usage report of the line also indicates that service is being used.
  
  We spoke with you on 2/28/2025 via phone number ************; and you confirmed to receive the new replacement device and that the service is working properly.  You requested assistance to set up the new phone into your My Account, and it was successfully set up. In addition, as a courtesy, 30 days of service, 500 minutes talk, text and data were issued to your account. Reference ticket No. 131-535-6572.
  
  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 1314794765. 
  
  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

   
  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:02/17/2025

  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.

  August 6 2024 ***** tracfone and twenty dollar phone card bought at dollar general

  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 17, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the phone you activated on 8/24/2024 stopped working around 9/06/2024. You tried calling customer support for assistance, but the issue was left unresolved. You are requesting a replacement phone with 2 months of unlimited talk, text and 2GB data.
  
  We attempted to contact you via phone number ********** and email *********************** on 2/18/2025, 2/19/2025, 2/20/2025 and 2/21/2025 but with no success. On 2/22/2025, an email response from you was received and it contains the information of your phones serial number also known as IMEI number ending in 7241.
  
  Upon review, we found that your TracFone account has been deactivated on 1/28/2025 due to non-renewal of service. The record shows that upon activating the phone on 8/24/2024, you have been experiencing service interruption. In an in-depth review, we found that a technical concern has happened to the account causing the service interruption.We do apologize for the inconvenience, but rest assured we are here to help. We made a follow-up call on 2/25/2025 but we were unable to reach you; however, a new email response was received, and you stated that you spoke with someone and that your phone is being mailed. You are expecting a replacement phone and two $20 airtime plans added to the phone. We tried to look for a reference for this request but found none. With that, it would be best for us to speak with you.
  
  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 1314597774. 
  
  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:02/15/2025

  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 paid full price for an IPhone 13. I was given an OPTION to get a plan, which I did not. I received the phone 2/14/2025 in great condition but the device is LOCKED. I called customer service and I was given three options by associate (*****/*****) 1. Pay for the cheapest plan $15 for unlimited talk, text 1GB Data. Plan needs to be active for 60days before the phone can can be unlocked. PLEASE NOTE: The plan I bought is $15, unlimited talk, text , 15GB data. 2. Pay Total Wireless $300 to unlock phone now.3. Return the ******** issue is the policy, if paid FULL PRICE, why is it not unlocked, why am I forced to get a plan (which was an option at checkout) or pay $300? This is predatory, misleading and has been a horrible customer experience. The customer service **** and unlocking department lack professionalism and customer service. I would like my phone unlocked, or match the 15GB for $15.

  Business Response

  Date: 02/19/2025

  Dear ****-*** Sarjou:
  
  
  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 ordered and paid for a branded Total Wireless iPhone ************************************************************************** pay the unlocking fee of $300.
  
  Upon review, we found that you place your order for our branded iPhone 13 device on 2/08/2025, as per order number 0032-22TT12L3EO, and paid $270.47 for it. The *** tracking number 1ZY902R60237073941 that the package was delivered on 2/14/2025. The record shows that the new iPhone 13 has not been activated since then.
  
  Total Wireless Unlocking Policy states that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone was activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  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 spoke with you on 2/17/2025 via phone at ********** and the aforementioned Unlocking Policy was discussed. However, you refuse to follow the procedure and will not return the phone as well.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1314511489. 
  
  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: 02/19/2025

   
  Complaint: 22946874
  

  The corporate office representative reiterated everything the sales representative said. 

  Tracfone wireless completely ignored the fact that I paid for the phone in full, the phone should be unlocked and I should be able to choose ANY WIRELESS plan. Tracfone is forcing me to get a plan with them thats overpriced and is not the best for my budget. Again I PAID FOR PHONE IN FULL. This phone was not on a contract where I have to make monthly payments and requires a plan. 

  Again, Tracfone wireless is predatory, customer service representatives are unprofessional, and dishonest. 

  The phone can be unlocked immediately if I pay $300, I paid $300 for the phone why wasnt it unlocked? But, If I get a plan with any service related to tracfone wireless it will be automatically unlocked for FREE after 60days. Again I AM NOT paying to unlock it or for a plan (thats overpriced). 

  I am rejecting this response because:
  
  Sincerely,
  
  ****-*** Sarjou

  Business Response

  Date: 02/28/2025

  Dear ****-*** Sarjou:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/20/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you paid the phone in full price and is not on a contract with monthly payments; however, your phone is locked and would require you to pay for a service plan or unlocking fee to unlock the phone.
  
  Please be advised that phones associated with service providers are locked with its service provider, and is required to be unlocked in order to use it with a different service provider. This has been the practice for most service providers to avoid abuse/misuse of promotions/services specific to the brand. To unlock a branded TracFone device, you must adhere to the TracFone Wireless Unlocking Policy,which was indicated in the previous response. You may visit *********************** for further details regarding the Unlocking Policy.
  
  Per Unlocking Policy, the phone must be activated by purchasing and redeeming an airtime plan to the specific phone, and it will be eligible for free unlocking after 60 days. As reviewed, our records show that the phone you ordered with IMEI number ending in 0623 has not been activated yet. Therefore, the device is not yet eligible for free unlocking.
  
  We attempted to contact you via phone number ************ and emails were sent to ********************* on 2/21/2025,2/24/2025, 2/25/2025, and 2/26/2025, to discuss the status of your account and unlocking request. However, we were unable to reach you and have yet to receive your reply to our emails. 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 Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:02/14/2025

  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've been trying several months to get this resolved. Last year, after a complaint, Tracfone turned my account into a fully UNLIMITED PLAN with a service end date in 2027. I confirmed through contact with the BBB that this was true. They put 39GB of data on my plan. Apparently, I was too slow using up the data and buying more.Suddenly and episodically, big chunks of data just disappeared. I repeatedly contacted tracfone. The first couple of tech, they took up my time and ended up responding that, the phone was in my hands, so tracfone had nothing to do with these data losses. I travel infrequently and the only time I use mobile data is traveling ***** minutes and that is not often. The app I run are not GOBBLERS of data and I'm always on wifi with MY mobile DATA USE TURNED OFF. I monitored what was happening for a while. The data loss would slow back to normal after I would complain. I started paying closer attention to my phone's activity. I realized that my tracfone mobile data was staying active, maybe even overactive while it appeared to be shut off. I call and get finally connected to a better technician. They did something and were able to get the mobile data to stop running. I was not given my full loss of data *********, ALONG WITH the mobile link staying on I lost any and ALL internet service right as the NEW YEAR rolled in. I could only send out Text Msgs that were VERY SHORT. My phone stayed that way for a few weeks. I finally found a number that PUT ME THROUGH to Tracfone's EXECUTIVE RESOLUTION TEAM techs. I got back on the internet and I got my MOST RECENTLY purchased DATA pin cards added on correctly. Now, this week, I've lost another chunk of data.. I found the MOBILE data was not shutting off and is back looking half on and half off, but definitely wrong. I called tracfone. The first automatic system check tells me that an issue with the phone was repaired each time I've called. NO ONE tells me what that is.I've lost about 30GB DATA to this!

  Business Response

  Date: 02/28/2025

  Dear J Jun:
  
  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 # ******** complaint.
  
  Your complaint states that you were given 39 GB of data last year, which suddenly disappeared and you were told it was used up. You indicated that you are not using that much data and that you noticed your mobile data is still being used when it appeared to be turned off.Your mobile data connection stopped entirely at the beginning of this year and you could only send short messages. Your data connection was back after adding airtime cards; however, you noticed on the week you filed the complaint that your mobile data is not shutting off, and that you have lost 30 GB.
  
  We reviewed your account; it is active with the $20 unlimited plan for minutes and text messages and 4 GB of data. Based on the records, we added 39 GB of mobile data to your account on 05/06/2024 as replacement, per ticket **********, then on 01/09/2025 and 01/11/2025 the $25 unlimited talk & text plan with 6 GB of data and the $20 unlimited talk & text plan with 4 GB of data were respectively added to the account; making a total of 49 GB of data as balance. An in-depth review of your Data Usage shows that your mobile data worked properly and corresponds to the current data balance.
  
  Please be advised that Straight Talk Terms and Conditions indicate that your use of data services (Data Usage) occurs whenever your phone is connected to the network and is engaged in any data transmission, including, but not limited to, (i) opening or using an internet browser or app in any way, including, but not limited to, app installations and updates; (ii) sending, receiving, or downloading any type of content, including, but not limited to, emails,documents, pictures, MMS messages or any other content; or (iii) if data access or a data connection is initiated in any other way or for any other purpose.
  
  In addition, some apps,content, programs, and software that you download or that come pre-loaded on your phone automatically and regularly send and receive data transmissions in order to function properly, without you affirmatively initiating the request and without your knowledge. For example, apps that provide real-time information and location-based applications connect to our network and send and receive updated information so that it is available to you when you want to access it. We will deduct all Data Usage from the amount of high speed data provided by the Plan you purchased whenever your phone is engaged in a data connection, including any type of connection which you affirmatively initiate or those that run automatically in the background without your knowledge whether they are successful or not. Unless you are using Wi-Fi, any Data Usage on your phone will count against your data balance. You agree that Straight Talk is not responsible nor liable to you for any third-party content, advertisements, websites, app stores, or apps you may download or access using your phone.
  
  We spoke with you on 02/18/2025 via phone number ************; we discussed the status of the account and you mentioned that you were unable to send text messages or pictures, and your mobile data is being consumed even if the Wi-Fi is connected. Please be advised that there may be apps that can use mobile data while your Wi-Fi is ON, therefore, please turn your mobile data OFF when you are not using it. Per Terms and Conditions,Straight Talk is not responsible nor liable to you for any third-party content, advertisements, websites, app stores, or apps you may download or access using your phone.
  
  We contacted a network analyst and we re-synced some features in attempt to refresh the connection. Additionally, as a courtesy we added 10 GB of mobile data to your account per ticket **********. 
  If you still require assistance, you can contact ************** enter *******. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* Ticket Number 1314573223. 
  
  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:02/14/2025

  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 bought a flip phone from tracfone about April 2024. Everything was fine until I dropped the phone and it broke. By that time, I was not using it and decided not to continue paying for it, so after a few months, I finally got around to calling the company to cancel the service. I was told that the only way they would honor my request was if i gave them my 4 digit ID number. I looked and could not find it.After another all, we decided the only way to get it cancelled was to have my bank refuse to honor the invoice on my credit card. However, another billing period went by and my bank messed up this note not to pay the invoice, therefor paying for another 3 months of service. I called tracfone again, but under no circumstances would they allow me to cancel without the ******, I told my **** account to do a charge back and also put a note to not allow any more charges. I had also asked to speak to a supervisor, but she said there was none around.

  Business Response

  Date: 02/20/2025

  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 broke your phone and wanted to cancel Auto Pay but you are unable to authenticate the account, leading to a recent charge on your card.
  
  Please note, to safeguard the integrity of its customers data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Any changes to an account must be authenticated.
  
  We spoke with you on 2/18/2025 via phone at ********** and account information was provided. Upon review, we found that the TracFone account has an active Auto Pay enrollment. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. However, the record shows that a dispute was filed regarding your recent payment. Therefore, we tried to proceed with processing the cancellation of your Auto Pay but you were unable to successfully authenticate the account.With that, to aid you with the cancellation, an escalation was submitted to possibly bypass the procedure. On 2/19/2025, an approval to proceed with the cancellation was received. A follow-up callback was made to inform you about the outcome of the escalation and to let you know that Auto Pay cancellation has been successful.
  
  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 1314501097. 
  
  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:02/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  service

  Business Response

  Date: 02/26/2025

  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 redeemed your rewards points and received a $10 gift card and tried to use it to purchase the $49.99 airtime plan to add 365 days / 0 minutes to your phone. However, the system went down upon trying to complete the purchase.
  
  In an in-depth review, we confirm that on 2/10/2025, you used your rewards points to redeem a $10 off phone promo code. Therefore, the promo code sent to your email cannot be used to redeem any airtime plan.
  
  We spoke with you on 2/18/2025 via phone number ********** and discussed to you the aforementioned information.  The promo code you redeemed is not compatible with the airtime (365 service days / 0 minutes) you wanted to purchase.
  
  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 1314257710. 
  
  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: 22930566
  
  ID#******** I have recd. no new word from tracfone. On Sat. got notion of last day of service. Went to add on time so would still work. Cost ****** for a year service not the *****. It seams that the CEO ******* **** ****** and his people do not care about older people on fixed incomes. I WOULD LIKE MY ***** BACK FOR OUTHER ITEMS IN LIFE. IF I COULD CALL THE CEO I WOULD TOO GET HIS INFO BUT HE IS HIDDING AND THE 8 PEOPLE I ASKED SAYED NO NUMBER. **** GET ****ER POOR GET POORER. THANY YOU FOR ADDING THIS AND STILL WORKIN ON IT.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/07/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 3, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a 1-year plan to extend your service; however, it costs more than what you expected.
  
  Upon review, the account is active in the system. Usage records indicate that the service is being used. Furthermore,Transaction History shows that you recently purchased the $125 TracFone Wireless service plan with 1500 minutes, 1500 text and 1536 MB of data for 365 days. The transaction was successful.
  
  We spoke with you via phone number ************** on March 5, 2025. We discussed the status of the account and service concerns. You mentioned that you were misinformed about the plan and waited for days as they instructed you to do so. However, you paid $141.08 instead of $49.99 for a year of service. Furthermore, we found out that the plan that you are referring about was a $49.99 add on plan that only provides 365 days, which is only available if bundled with a regular service plan.
  
  We processed the payment for the $49.99 1-year plan you wanted, and as courtesy, we approved your refund request for the previous 1-year plan, amounting $141.08. Refunds will be processed in 3-5 business days; however, it may take up to 30 days, depending on your financial institution.
  
  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:02/11/2025

  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 made an order on Jan 23 of total price $438.08 consist of 2 iPhone 13, 1 ******** Edge - 2024 and their phone plans. The order was verified, confirmed, and charged. After 7 days of no contact(Jan 30), TotalByVerizon abruptly sent me an ridiculous email "Your TotalByVerizon order was successfully cancelled". By then I tried to fix the issue myself by making the order again, only to find out this time the total price will increase ~$250. I contacted TotalByVerizon just now, and the representative has no immediate explanation of cancellation, refuses to restore the order or match the price, and provides no information about payment return. I request the business to restore or renew the same exact order.

  Business Response

  Date: 02/03/2025

  February 03, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  
  
  RE:  Complainant: ***** **
         Complaint Number: 22890409
  
  
  
  Dear Ms. **** *.:

  Thank you for contacting *************** of Executive Relations regarding ***** **** compliant.  In her/his complaint, received on 02/03/25, the customer states they placed an order for equipment and plans; however, the order was cancelled and no explanation was provided as to why.  The customer states they attempted to redo the order, which the pricing was higher than it was previously.  Upon speaking with representatives, they were unable to have the original order restored or pricing matched, as well as no further reasoning to the cancellation was provided, which the customer is now requesting the order be restored at the pricing it was previously.

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

  Email: ****************************************************************

  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  Sincerely,
  Jamar 
  Executive Relations Analyst

  Business Response

  Date: 02/26/2025

  Dear ***** **:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 11, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you placed an order amounting $438.08 for two (2) iPhone 13, one (1) ******** Edge 2024, and service plans; however, the order was cancelled after 7 days, despite receiving the order confirmation. You were also not informed about the reason of the cancellation, and the total price increased to $250 more, when you tried to place the same order again. In addition, customer service refused to reprocess the order with the same price, and did not provide you information regarding the refund.
  
  We reviewed your order with order ID # ***************; our records show that it was placed on 1/23/2025, for two iPhone 13 and a ******** Edge, with their corresponding airtime plans. With the ongoing promotion, the total price of the order is only $438.08. However, our records show that the order was cancelled automatically.An in-depth review shows that the order was cancelled because the requested phone models were out of stock. We apologize for any inconvenience this may have caused you.
  
  We spoke with you via phone number ************ on 2/12/2025, and discussed the aforementioned. You mentioned that you have not received the refund yet. We submitted a request to review and process the refund, with reference number **********. In addition, you mentioned that you were unable to reprocess the order with the promotion, despite your phone number still with a different service provider. Please note that the ongoing promotion to get the iPhone 13 for only $149.99 requires an external port-in of your phone number and activated on a single-line Total 5G+ Unlimited plan, and an ID Verification,while supplies last. With this, we submitted an escalation to review and resolve this error and advised to provide you with the updates.
  
  As of 2/17/2025,we have confirmed that the refund was successfully processed, with refund confirmation number 1U242468GS034614M. Please check your account for verification. In addition, as per escalation, the promotion is available for purchase. Therefore,please reprocess your order online.
  
  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 1314196906.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22890409
  
  I am rejecting this response because:

  "In addition, as per escalation, the promotion is available for purchase. "

  As 03/15/2025, for the past few days I have NOT been successfully processing my reorder. Specifically, the promotion will not apply, and the price remains the same. The promotion is still active on your web.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 03/25/2025

  Dear ***** **:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 17, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you have been trying to reprocess your order; however, the promotion still would not apply, despite showing that the promotion is still active in the website.
  
  Please be advised that the iPhone 13 for only $149.99 promotion is still active in our website. This limited time offer ends on 4/9/2025 or while supplies last. In addition, it requires new activation on a single-line Total 5G+ Unlimited plan, external port in, and ID verification.
  
  We spoke with you via phone number ************ on 3/24/2025, and discussed the matter with your complaint. You mentioned that you are not eligible for the promo when you tried to process the order. We asked about the exact error to address the matter accordingly and asked for a screenshot on the error; however, you refused, and mentioned that this issue has been ongoing for a while with no resolution. You refused further assistance and disconnected the call.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1316821772.
  
  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:02/10/2025

  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 need to see if I can get my old cell number so l and get my wife's disability information. The old number is ************. The phone was stolen from me. I call tracfone all kinds of times and they are refusing to help me. My wife is desperate and we need to get this information

  Customer Answer

  Date: 02/12/2025

  was told by Straight Talk an Tracfone they would be able to change my
  number back to my old number ************. I gave them the **** number
  and told me it wasnt a problem ****# ***************. I even gave them
  what the new number I changed to it on accident ************ and they
  told me they would not be able to fix it now. Change number back to old number

  Customer Answer

  Date: 02/13/2025

  I was told by Straight Talk an Tracfone they would be able to change my
  number back to my old number ************. I gave them the **** number
  and told me it wasnt a problem ****# ***************. I even gave them
  what the new number I changed to it ************ and they told me they
  would not be able to fix it now. I provided them with my new phones ****
  imei:*************** and phone **************** and they told me they
  could change my number to my old one ************ and they didnt. Can my number back to my old one

  Business Response

  Date: 02/18/2025

  Dear **** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 13, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you wanted to get your old phone number activated back to your phone. In addition,you were informed by customer support that your old number can be reactivated;however, it did not happen.
  
  Please be advised that TracFone Wireless Terms and Conditions indicate that if you fail to redeem a new Plan prior to your Service End Date, your Account will be deactivated on your Service End Date and, if applicable, you may lose your phone number(s). Once the account is reactivated, you may be assigned a new phone number. 
  
  We reviewed your account and our records indicate that the phone number ending in ****************************************************************** 5143. However, the number was deactivated after you requested to change the phone number on 11/25/2024. An in-depth review of the status of the phone number indicates that it can no longer be retrieved.
  
  We attempted to contact you via phone number ************ and emails were sent to *********************** on 02/11/2025, 02/13/2025, 02/14/2025, 02/15/2025 and 02/17/2025, to discuss this matter. We received your email response on 2/17/2025; however, we were unable to reach you via call.  
  
  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 Reference Number ******* or Ticket Number 1313915543.
  
  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: 02/19/2025

   
  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.
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22914433
  
  I c that they still cant get it right an call me

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/09/2025

  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'm back to having the same problem I had when I filed case#******** on 10/12/2022. Now I can't log in again.9700 N.W. *****************, ** ************************************* BBB, FL case number is ******** submited 10/12/2022.I've been trying to log into my account since at least MAY. I've talked to technicalassistance at least 5-6 times. This last time for verification purposes I was asked for my security pin, and the last 4 digits of the last 2 calls I made; which I gave them even though those two calls weren't answered (because they were to get my number into their call log. I was told the numbers I gave them were incorrect. I then re-verified those numbers, and again was told they were incorrect, I then offered my SIM#, and/or my IMEI#. The tech didn't accept that for verification.I was told in MAY that my problem would be fixed by June. I've been trying once a month since MAY and my problem still exist.10/13/2022 BBB response:Sent: 10/12/2022 7:41:34 PMFrom:BBB Serving ***************** and the CaribbeanTo:****** MARKELSubject:Your BBB Complaint has been sent to the businessThis message originally read on 10/13/2022George Markel151 ******************************** ****** ******:Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 10/12/2022 against TracFone Wireless, Inc.. Your complaint was assigned ID ********.

  Customer Answer

  Date: 02/10/2025

  It appears as though my complaint has been resolved. This complaint can be closed.

  Thank you so much for your assistance.

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

• Initial Complaint

  Date:02/09/2025

  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.

  Tracfone offered to send replacement cell phone once faulty cell phone was received at their warehouse.Tracking number shows confirmation of faulty cell phone was in fact received at tracfone warehouse on 1/5/******* date, 2/8/2025, and after numerous calls to tracfone customer service and several cases opened, no replacement phone has neither been shipped nor received, nor even a shipment tracking number sent.Yet, tracfone continues to automatically bill and deduct payments for cell phone service for a nonexistent cell phone.The tracfone is for a 96 year old woman who needs the phone for emergency purposes either about her own health and wellbeing or alerts about floods, wildfires, etc. Also, for communication with family members.Tracfone has and is callously putting the life and wellbeing of the tracfone user in jeopardy by not honoring its word that a replacement phone would be sent in a timely manner. This also qualifies as elder abuse. This is no way to conduct business and is bordering on criminal conduct on tracfones part.The BBB is kindly and respectfully being asked to assist and help with getting tracfone to send a comparable replacement phone asap and to refund auto payments made to tracfone for cellular service for a nonexistent cell phone.The customer, ****** ****, has been a very longtime customer in good standing and has never missed or been late with a single service payment to tracfone.Tracfones behavior is reprehensible and simple Internet searches show many other similar horror stories about the manner in which Tracfone conducts business.Please help!Thank you.

  Business Response

  Date: 02/19/2025

  Dear ****** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 10, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you already returned your defective phone, but did not receive a replacement device. In addition, you are continuously being billed for a phone service that is nonexistent. Therefore,you are asking to receive a comparable replacement phone and to get a refund on the auto payments which you were unable to use the service.
  
  Upon review, we found an out of warranty replacement phone ticket ********** created on 1/5/2025 to replace your phone with a defective camera.The defective device was return on 1/14/2025 as per *** return tracking number 1Z6980XX9036232867.However, due to the availability of the phone model, we were unable to ship your replacement phone within scheduled time. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  
  Based on our records, on 2/10/2025, we manage to find a comparable phone model for you and have it ship to your address. The *** tracking number 1Z7X28F00255280949 shows that you received the replacement phone on 2/13/2025. The replacement phone was activated with your old number and your old service plans were transferred to the new phone as well. Furthermore,the usage report of the line indicates that service is being use.
  
  We spoke with you on 2/18/2025 via phone number ********** and confirmed that you already received the new replacement phone, activated it with your old number and the phone service works well. Thus, case will be closed as resolved.
  
  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 1314333576. 
  
  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: 03/06/2025

   
  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,
  
  ****** ****