Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We started the transaction on 1/26/2025. They were supposed to unlock a phone to use a new sim card with a different provider. They told us we were not eligible for unlocking without a unlocking fee. We paid them ******. They said that it should take a few hours and I'd be emailed further instructions. We didn't get any email and had to call back the next day. This occurred multiple times. Eventually they said they wouldn't be able to unlock the phone and I would be getting a email because it was something was wrong with the phone and it was still network locked. The company was suppose to send another phone but no one got back to me. Was told it would take a few days waited didn't get anything back and started trying to call back. They said they couldn't do anything. Now I would either like to be reimbursed since I was not provided the services I have paid for and have not gotten a replacement or been otherwise contacted and I'm just done trying to deal with this company and getting nowhere when I need a phone for work and they're just wasting my time having me try and do the same things that didn't work and having no solutions. If they don't refund my money I will be disputing these charges with the bank since the service was never provided.
Customer Answer
Date: 02/08/2025
These are screenshots that show that the phone has not been unlocked yet. Also a screenshot of their website of my screen attempting to try and unlock the phone through them on my own since I'd already paid them the money I should be eligible now as the lady on the phone said I'd be eligible with a 150 dollar fee plus taxes
Customer Answer
Date: 02/17/2025
I have been called again and they have tried to give me the same run around with no results. I'm no longer interested in trying to unlock the phone and just wish to have my money refunded back to me.
Business Response
Date: 02/25/2025
Dear Kailee ******-******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 8, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you paid $162.95 to have your device unlocked but you have not received any email confirmation and instructions on how to proceed. You were supposed to receive a replacement phone, but no one contacted you regarding the matter. Therefore, you wanted to be reimbursed on your payment or else you will dispute the charge to your bank.

We spoke with you on 2/17/2025 via phone at ********** and you provided the device you wanted to unlock with serial number also known as IMEI number ending in 0396.Upon review, the device has yet to be activated and is in new status.

Straight Talk 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.

Based on our records, on 1/26/2025, you requested to have your phone unlocked and pay an unlocking fee amounting to $162.90 with merchant reference number B2C_HANDSETS2025012655699050. However,the record shows that there was a failure for getting the unlock status of your device. Reference number **********. To this date, the request is still being processed and pending.

We attempted to reach you back but your recent email response via ******************** stated that you are no longer interested in trying to unlock the phone and will dispute with your bank what you had paid for.

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 1314322686.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:02/07/2025
Type:Billing 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 terminated service with total wireless on March 18, 2024 and went with another mobile carrier. Total wireless has continued to charge my credit card every month since I had terminated services with them, total wireless new and assisted with the termination of services when I started my new mobile carrier. I attempted multiple times to contact total wireless customer service, but they refused To process a refund. In addition, customer service refused to provide an address So I could mail a letter. **************** also refused multiple times to provide me an opportunity to speak with management. Total wireless has been billing me $60 a month and charging my credit card. They owe me a total of 11 months times $60 equals $660.00. I am requesting to be refunded that amount. I had two telephones connected to that service. I purchased all my telephones From ***** directly, and those phones were unlocked.
Business Response
Date: 01/31/2025
Please see our attached response letter.
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 07, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you discontinued your service with Total Wireless on March 18, 2024, however, you are still being billed. You tried asking for assistance, but the issue was left unresolved. You are requesting a refund for the said charges amounting to $660.

Total Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information.Any changes to an account must be authenticated.

We spoke with you on 2/12/2025, during a callback, via phone number ********** wherein you requested a refund for two of your active lines. The lines involved were enrolled in ********. 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. We check the records of the lines involved and confirm to have no usage on their phone service. We tried to process the refund, but you were unable to authenticate the account. With that, an escalation was filed to possibly bypass account authentication. We called you back on 2/13/2025, after receiving the bypass approval and we manage to refund you for the charges taken from September to December of 2024 amounting to $304.88. The rest of the charges had to be refunded via check since charges beyond 180 days can no longer be refunded in the system. Refund request reference number **********. Another follow-up call was made on 2/14/2025, you were informed that the refund check amounting to $367.74 was approved. It should take 7-10 business days to process your check and up to 30 days for the delivery.

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 1314083473.

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: 04/21/2025
This has been resolved and the case can be closed
Initial Complaint
Date:02/07/2025
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 order number: 0383-O0NN3C200E placed on 12/26/2024. I place an order for 5 SIM starter kits. I was not given a choice of network during the ordering process. I received 5 T-mobile compatible SIM cards. None of these SIM cards are able to activate a new line with Tracfone ******* network. ************* refused to send replacement ******* SIM kits and wants me to reorder new SIM kits and refused to provide refund on this order. I believe this is an error on Tracfone's part and I should not have to spend additional money ordering the correct SIM kit. Please send replacement ******* SIM asap.
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 7, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered 5 *** cards on 12/26/2024; however, the *** cards are of T-Mobile carrier and none of those works with the ***************. In addition, your request to get a replacement *** card or a refund was declined.

We reviewed the order you placed with order ID *************** on 12/26/2024. The order was for five (5) *** cards amounting $5.30. Our records show that two (2) of the *** cards are active and Usage Records show that the service is being used, while the other three (3) *** cards were not activated yet. Please note the TracFone Wireless Return Policy indicates that you have thirty (30) days from the date the product was delivered to you to return it to us for either an exchange or a refund. In addition, it must be returned in like new, working condition, and in the original packaging.

We spoke with you via phone number ************ on 2/18/2025, and discussed the matter with your complaint. Based on the aforementioned policy, your purchase is not eligible for a refund. In addition,if you want a different *** card, a new order must be placed. You understood and mentioned that you would call us back once you have the *** cards

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 1314090800.

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: 02/20/2025

Better Business Bureau:

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

Sincerely,

***** ****
Initial Complaint
Date:02/06/2025
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 sat on the phone with customer service for an hour complaining about how my phone doesn't work they said they created a claim and the claim would be emailed to me so I could further pursue fixing my damaged phone I received no correspondence through my email no telephone correspondence nothing whatsoever I was not giving a rep ** by the representative on the phone so I can't even contact customer service and give them a report ** number nor a representative ** number so I wasted my time so now I'm stuck with the phone that I either have to deal with on my own or I need to sit on the phone for an hour once again with this company who has horrible customer service in store and on the phone
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 06, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you called customer support regarding your defective phone and were told that a claim was put in place; however, you have not received any update regarding the matter.

Upon review, we found that a warranty replacement phone ticket ********** was created on 2/05/2025 to replace your phone with screen issue. However, unexpected delays regarding the shipment of your replacement device were experienced. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.

We spoke with you on 2/20/2025 via phone at ************ and provide update on your replacement device. Please know that we submitted an escalation to expedite the shipment of your replacement phone. As per the latest update, fulfillment center will be mailing your replacement device soon with *** tracking number 1Z7X28F00257224390. The shipment usually takes within 3-5 business days.

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

Please refer to email reference number ******* or Ticket Number 1314091762.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:02/05/2025
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.
On December 11, 2024 I purchased a iPhone 12 and service card. These two items were never received, I have talked to customer service multiple times. They claim that it was cancelled due to being sold out. They told me I should receive a refund within 30 days. It is now Feb 5th and I keep getting told the same thing and still havent received my refund.
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 05, 2025, regarding BBB case number ******** complaint.

Your complaint states that you placed an order on December 11, 2024, for an iPhone 12 and a service card but have yet to receive it. You were told later on that it was sold out and should receive a refund, but no refund is back on your account yet.

Upon review, we manage to confirm that your order was placed on 12/11/2024 with reference order number 6518-0S81RK5A18. The order was for an iPhone 12 and a $45 airtime plan. You paid $193.83 via ****** account with merchant reference number ******************. However, as we check, the status of the order is still pending remote fulfillment. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.

We spoke with you on 2/06/2025, 2/12/2025 and 2/17/2025 via phone at ************ and we created a refund request to release your funds. Refund reference number **********. We received no response on the refund request; therefore, further escalation was submitted on 2/17/2025. Your refund was finally processed on 2/19/2025, amounting to $193.83 with Refund ID *****************. Please know that this credit posting usually occurs within 3-5 business days after processing and you may contact your financial institution to verify this credit posting.

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 1313839728.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 02/20/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a tracfone from ******* tried setup with tracfone .they could not set up because phone was defective..but they put me on a 500 min. Phone plan for ***** and charged my credit card. They refused to refund the ***** charge on my credit card knowing i didnt have a working phone. I called them twice about cancellation of phone service and refund they refused. Returned defective phone to ******** ..but tracfone will not refund my service money.
Business Response
Date: 02/12/2025
Dear ********* *****:

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

Your complaint states that you activated a TracFone device purchased at a ******* store but found that the phone was defective. The phone was return, and you wanted a refund on your airtime plan costing $16.51.

We attempted to locate your account by utilizing our tools using your name, number, email and mailing address. However, we were unable to locate your account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on 2/7/2025 via phone at ********** and you stated that your refund was already processed. As we reviewed this further,we found that your refund was processed on 2/05/2025 amounting to $16.51 with a Transaction Reference Number 90234240O6LXL5F2. Please know that this credit posting usually occurs within 3-5 business days and you can contact your financial institution to verify this credit posting.

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 1313881216.

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:02/04/2025
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.
My mother has been a straight talk customer for some time. Her phone has never worked right. She has bought 1000 different phones and my olderson has called and hooked them all up all of them for never to work. Now my son doesnt live there shes 80 years old andover the past And shes been paying this whole time $55 a month for straight talk and ******* plus. I tried to call them today to try to help her and I was on the phone with them all day long and they fully admitted that theyre $55 plans dont work And the problem has been escalated. They try to put her back down to a $45 plan and that just totally cut off her phone so I had to call somebody and tell her to restart her phone after the guy put her back to the $55 plan. Now all she can do is text and call from a phone that she pays $55 a month to these people and now they tell me they cant help her at all unless she has a second phone. So shes supposed to pay for two phones in order to get the service that shes been paying for on the phone. This is been going on for a year and they know it . So after 1 million phone calls and two weeks, shes back to where she started and now theyre telling me they cant help me unless she getsa second phone. Which means my 80-year-old mother is living alone with a phone that doesnt work and theres nothing that anybody will do it straight. Talk tohelp her.
Customer Answer
Date: 02/08/2025
I got a phone call from them so I instructed them that they needed to be talking to my 80-year-old mother Because I had talked to them for two days all day, which did nothing. Not to mention the thousands of calls, my older son made over this past year For all the different phones that she had.
I gave them her phone number and they told me they were going to call her.. During that time I was on the phone with them I was texting my mother to tell her that I was on the phone with them. They were going to call her and to wait by the phone.. She acknowledged the message and waited all night by the phone. They never tried to reach out to her. Then I get an email telling me that they tried to call my mom and werent able to get in touch with her but theyre aware that theres a problem. Theres been a problem for over a year. And there solution was to get a new phone get a new phone get a new phone get a new phone. Im just so tired of my 80-year-old mother getting ripped off. Now remember my 32-year-old son who used to live with her up until about a month ago because now hes living out where hes working has the same provider in the same house and his Internet was always good. They have been ripping her off for over a year now theyre lying to me and to her And to you
Customer Answer
Date: 02/08/2025
I got a phone call from them so I instructed them that they needed to be talking to my 80-year-old mother Because I had talked to them for two days all day, which did nothing. Not to mention the thousands of calls, my older son made over this past year For all the different phones that she had.
I gave them her phone number and they told me they were going to call her.. During that time I was on the phone with them I was texting my mother to tell her that I was on the phone with them. They were going to call her and to wait by the phone.. She acknowledged the message and waited all night by the phone. They never tried to reach out to her. Then I get an email telling me that they tried to call my mom and werent able to get in touch with her but theyre aware that theres a problem. Theres been a problem for over a year. And there solution was to get a new phone get a new phone get a new phone get a new phone. Im just so tired of my 80-year-old mother getting ripped off. Now remember my 32-year-old son who used to live with her up until about a month ago because now hes living out where hes working has the same provider in the same house and his Internet was always good. They have been ripping her off for over a year now theyre lying to me and to her And to you
Business Response
Date: 02/17/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 04, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your mothers data service is not working.

Upon review, we confirmed that a Straight Talk $55 airtime plan was added to the account on 1/21/2025 for the number ending in 4389. On 1/26/2025, we found reports made regarding the data service not working,leading her not being able to access ******* Plus. Additionally, we found records of multiple reimbursement on her $55 plan.

We spoke with you on 2/07/2025 and 2/09/2025 via phone at ********** and tried including your mother with the call but we were unable to contact her. Therefore, you were advised that we need to further investigate the matter and troubleshooting steps were provided to resolve the issue. A follow-up call was made on 2/10/2025 and 2/12/2025, as we found the usage report of your mothers line to have a consistent record of data usage but there were days without record of phone calls. We submitted another escalation to investigate provisioning of the line in the network and it comes back to be well provisioned already. The account is active and set up with the right allocation for the service offered.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

Another follow-up call was made on 2/14/2025 but we were unable to reach you and your mother. However, we received an email response stating that the issue has yet to be resolved. Thus, it would be best for us to speak with you.

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

Please refer to email reference number ******* or Ticket Number 1313911361.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 02/18/2025

Complaint: 22899439

I am rejecting this response because: first off the last time you talk to me, I have told you over and over and over again that shes able to text somewhat and somewhat may cause but cannot use her apps or anything else. I have emailed you in response to every email that you have sent me reassuring me things were gonna be fixed. You called me twice on Valentines evening and never tried to call me again. I dont know about you, but I was doing things on that evening. Now, as far as what these reimbursements youre talking about are I have no idea but if you wanna have a conversation, I suggest you call me back. Youre not just gonna tell me all these different things because I dont know what youre talking about and I dont know anything about any reimbursements. And as far as trying to talk to me and my mother at the same time, I am the one who did that the first time and never again did you try to call me and asked me to call my mom too. I spent hours on a three-way call with you guys and you still have not fixed her phone. Me and my mother text all day long. Im literally texting her right now and she says no she doesnt know what reimbursements you were talking about and her phone still not working correctly.

Sincerely,

***** ******
Customer Answer
Date: 02/18/2025
Also theyre saying that she only had the $55 plan since January but that isnt true. She always had the $55 plan for years. They trying to fix her phone. They switched her down to the $45 plan and then her phone turned off for three hours and I sent my brother over there and I called them and they put her back on the $55 plan, This situation has been going on for sometime. They act like oh this is only been going on since no this has been going on for a while.
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 2/19/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your mothers phone had been having the $55 plan for years; it was switched to a $45 plan by a customer service representative, and you had to ask assistance to switch it back to the original service plan. In addition, the data issue has been going on for a while now.

We reviewed your mothers account with phone number ending in 4389; it is active and provisioned in our system. Transaction History indicates that in the process of troubleshooting the phone due to data connection issue, we updated the service plan from $55 plan to a $45 plan. We apologize for any inconvenience this may have caused you. Nonetheless, we changed the service plan back to the original afterwards on the same day. In addition, Usage Records, especially data usage,indicate that the phone is working and is being used.

We spoke with you via phone number ************ on 2/24/2025, regarding the matter with your complaint. You mentioned that your mothers phone is still not working, so you contacted her, and she confirmed that some of the apps like ******* Gmail and ******** are working. However, we received your email from ********************* on 2/26/2025, indicating that the phone is not working again.

We found no changes in your mothers account in our system, therefore, we will continue to reach out to you to provide assistance and confirm if the issue has been resolved. In addition, please note that service interruptions may occur within areas with coverage due to multiple factors including your device, network changes, network traffic volume, network outages,technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 03/04/2025

Complaint: 22899439

I am rejecting this response because: I was told you would not close this case without ***** contacting me first. I was told you would not close this case until you gave my mother an extended date of service because of all the trouble that she has been through. I feel like you told me on the phone you wouldnt close my case and then immediately sent this email trying to close my case behind my back. I am rejecting your response because I literally just talked to ***** and she told me that they would never close my case without her contacting me first to make sure everything was going well and to offer some kind of compensation. This is just one more deception on your part. Im glad that Im persistent in looking at my emails because you wouldve pulled this right past me. What a deception

Sincerely,

***** ******
Customer Answer
Date: 03/04/2025
Complaint: 22899439

I am rejecting this response because: I was told you would not close this case without ***** contacting me first. I was told you would not close this case until you gave my mother an extended date of service because of all the trouble that she has been through. I feel like you told me on the phone you wouldnt close my case and then immediately sent this email trying to close my case behind my back. I am rejecting your response because I literally just talked to ***** and she told me that they would never close my case without her contacting me first to make sure everything was going well and to offer some kind of compensation. This is just one more deception on your part. Im glad that Im persistent in looking at my emails because you wouldve pulled this right past me. What a deception

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 3/4/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your case should not be closed since you have not received the promised extension of service yet, and make sure that the issue has been resolved.

We reviewed the account with the phone number ending in 4389; it is active and provisioned properly in our system. Usage Records indicate that the phone is working and data is being used, with an average of more than 1 GB of usage daily.

We spoke with you via phone number ************ on 3/10/2025; we discussed the status of your complaint and you understood. You also mentioned that the mobile data of your mothers phone was not working; therefore, we needed to conduct further troubleshooting before we update the service due date of the account. However, your mother does not have an alternate number, so we advised to try switching the device on and off, and retest. We will submit an escalation to conduct further investigation on the account, and will contact you for further 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 close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:02/04/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My service got disconnected with our my consent i all wanted was to change my number I had minutes before I called customer service after they disconnected my line and did not call me on my other number provided. Now Im told all of my minutes is gone and I can not change my number which is weird why wouldnt you guys tell me that before . They are refusing to put supervisor on the line . Which I thought it was illegal to do that . I thought calling customer service was free I was just told by a *** that its not free
Business Response
Date: 02/14/2025
Dear ***** ******:

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

Your complaint states that you wanted to change your number but lost your service and minutes in the process. You called customer support for assistance, but the issue remains unresolved.

Upon review, we found that multiple phone number change was requested for your phone on 2/04/2025 and this leads to the deletion of your remaining balance as well; an isolated system glitch. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

We attempted to contact you via email ******************** on 2/05/2025, 2/06/2025, 2/07/2025, 2/10/2025 and 2/13/2025 but we have not heard back from you. Please know that your phone with the serial number also known as IMEI number ending in 0448 is active and assigned with a new phone number. Additionally, we made some updates regarding your minutes with reference number **********. Please power your phone off and on and test the service again.

Please refer to email reference number ******* or Ticket Number 1308659469.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 03/14/2025
I was just treated horribly I been dealing with situation for 4 hours now, I was on the on the website and redeem my points for ************************************************************************** email I never received it so I called and just treated extremely poorly Jessa, ******- is a supervisor I spoke with and I request that you listen to call please, it will explain everything
Business Response
Date: 03/24/2025
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 complaint states that you redeemed a $10 off promo code using your rewards points online, but never received the code thru email. In addition, you were not assisted properly when you contacted 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 reviewed the account and determined that you redeemed a $10 off Phone Promo Code on 3/14/2025 using your 750 rewards points. The code is still active and has an expiration date of 5/13/2025. The promo code should be sent to a separate email to the email address registered to your account. Please check your email including the spam and junk folders for the promo code.

We attempted to contact you via phone number ************ and emails were sent to ********************* on 3/18/2025,3/21/2025, 3/22/2025, 3/23/2025, and 3/24/2025, 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 emails. We need to speak with you directly to discuss this matter.

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 **********.

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:02/02/2025
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.
For the past several months, there is an error when trying to complete transactions to pay for cellphone service. Then the customer must call in and speak to agents who are on a loud phone line, which you cannot hear/ understand the agent. This is problematic because then I'm required to give this person my credit card information on a non-secured line. They claim to be working on the website issues, but its been at least a year, so I'm sure that's just a flat out line. I've been a customer for several years and I don't appreciate this company inconveniencing me and putting my personal information at risk by requiring me to call them in order to make payments. I don't believe they are doing anything to correct the website issues. I expect Page plus cellular to correct their website errors and to STOP forcing customers to call into their non-secured, loud, static filled phone lines. My credit card and personal information are at risk and this is a major, monthly inconvenience.
Business Response
Date: 02/24/2025
Dear ***** *******:

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

Your complaint states that you are getting an error when processing payment for your service online for the past several months. You want this issue to be resolved since you are not comfortable in processing the transaction with customer service.

We reviewed your account; it is active and provisioned in our system. Usage Records also indicate that the service is being used. To assist you with this concern, it is best to speak with you directly.

We spoke with you via phone number ************ on 2/14/2025, and discussed the matter with your complaint. You mentioned that you have already done the necessary troubleshooting steps; however, the issue still has not been fixed. With this, we submitted an escalation to review and resolve this matter.

Per our records, we did not receive reports of similar issue you encountered. As of this writing, the investigation is still ongoing. In the meantime, please retry the transaction after clearing the browsers cache and cookies in a private browser.

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

Please refer to email reference number ******* or Ticket Number 1314188017.

Based upon the foregoing, we will contact you once update is available. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:01/31/2025
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.
$575.00 was paid to pay the phones off along with new phones that were traded with old phones where the credit for $1600 was never paid back at all in the past two years! Contacting ******* customer care support is not working out at all!
Customer Answer
Date: 02/03/2025
This business address and complaint is for ******* located in ************* on route ********************************************************************** phone number! No one has helped us yet resolve This issue so we have tried to reach out to you for help with our phones and charges!
thank you
Business Response
Date: 02/12/2025
Dear ***** *****:

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

Your complaint states that you paid for your new phone and traded off your old phones but have not received any ********** tried to call ******* customer care support but it was left unresolved.

We attempted to locate your account by utilizing our tools using your name, number, email and mailing address. However, we were unable to locate your account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on 2/06/2025 via phone number ********** and confirmed that you filed the case against ******* Wireless and not for TracFone Wireless or its affiliated brands. Thus, to receive the assistance needed, the case must be forwarded to ******* Wireless.

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 1313647578.

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

Sincerely,

Executive Resolution Department

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