Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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:02/02/2025
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
Initial Complaint
Date:01/31/2025
Type:Order 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.
They advertise the 40 dollar plan as included 5 gb of high speed data the date does not work at high speed at all nothing can be downloaded and GPS only half works.
Business Response
Date: 01/27/2025
Thank you
Business Response
Date: 02/05/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 1/26/2025, regarding BBB Case number ******** complaint.

Your complaint states that the advertised $40 plan includes 5 GB of high speed data; however, your mobile data did not work at high speed.

Total Wireless $40 unlimited plan includes unlimited talk, text, and data plus 5GB of hotspot data. Please be advised that Total Wireless Terms and Conditions indicate that 5G Ultra Wideband, 5G, 4G, or 4G LTE networks are not available on all devices and in all locations. Access to the 5G Ultra Wideband, 5G, 4G or 4G LTE networks requires a capable device and SIM card, inside that networks coverage area. Actual availability, coverage, and speeds may vary.

In certain Plans, different data traffic may be prioritized at times and locations where there are competing customer demands for network resources. Where the network is lightly loaded, a Total Wireless customer will notice little, if any, effect from having lower priority. This will be the case in the vast majority of times and locations. Depending on your Plan, at times and at locations where the network is heavily loaded in relation to available capacity, however, a Total Wireless customer will experience increased latency during a data session, particularly if the customer is engaged in a data-intensive activity. When network loading goes down or if a customer moves to a location that is less heavily loaded in relation to available capacity,the latency associated with a customers data connection will improve.

We reviewed your account; it is active and provisioned in our system. It previously was active with the Total Wireless $40 plan on 1/21/2025; however, on 1/25/2025, you redeemed a $55 unlimited plan with 12x faster unlimited data. Usage Records indicate that the phone is working and service is being used.

We spoke with you via phone number ********** on 2/3/2025, regarding the status of your account and service concerns. You expressed your dissatisfaction after purchasing the $40 plan; however, you also mentioned that the data issue was resolved after you switched your service plan. We were unable to continue our conversation after you disconnected our call, and we were unable to reach you afterwards.

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 1313633049.

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:01/31/2025
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.
Issue I experienced with ******* Wireless. On 11.29.24 I visited the ******* on ****************** in ***************, promotional phone sale. The store was extremely busy, with many customers waiting for assistance from phone representatives. I spoke with a young man who processed my paperwork, set up my phone, and explained my plan. I requested my payment scheduled for the 3rd of the month, he informed me that he couldnt make that change to call customer service. I called customer service and explained my situation and had my billing date changed to December 3rd, I paid my bill on the 3rd of $116.09, and a late fee of $7, despite not being late.On January 24th, I received a text from ******* regarding a late payment. I called customer service she was unable to see any disconnect notices.She assured me that my account was in good standing, which I confirmed multiple times.However to my surprise, on January 29th, after 5:00 PM, I found my phone disconnected. When I contacted *******'s virtual assistant and was told can't talk to representative until I paid my balance Using a friends phone, I called ******* as a new customer the following day, to explain my situation. I was transferred to financial services, where I was advised to pay my bill before discussing my issue any ********** begged her to look at all the notes on my account. She dint budge. Either no one wrote note. Which I find very hard to believe or she didn't care what I had to say even if it was in front of her face in black and white. My treatment was uncalled for and very degrading. Why were so many mistakes made and why did I have to bear all this extra stress? Forced to come up with more money prior to receiving my social security check on the 3rd. I would like my Bill corrected and a explanation as to why I was treated this way.
Customer Answer
Date: 01/31/2025
I received a call from the executive office of ******* Wireless We discussed all of the issues and they have been resolved I am retracting my complaint
Thank you for your time and consideration.
Respectfully
**** Cowher
**************************************************************************;
**************
***********************************
Initial Complaint
Date:01/30/2025
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.
was ordered told two day shipping this was over a week ago still didn't get the phone would like to recieve the phone they recived payment so where is my phone.
Business Response
Date: 02/11/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 30, 2025, regarding BBB case number ******** complaint.

Your complaint states that you placed an order for a two-day shipping but have yet to receive the phone.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.?Please know that the two-day shipping starts from the time package is handed over to the assigned courier.

Upon review, we found that your order was processed on 1/24/2025. Order Number: 0133-1T34TSHTLT. The order was for a ******* device and a $55 airtime plan which cost you $55.36 as per merchant reference number B2C_**************************** tracking number 1ZY902R60236851807 shows that the package was delivered on 2/07/2025.

We spoke with your mother on 02/06/2025 via phone number ************; and we provided her with your tracking number information. We made a follow-up call on 2/07/2025, and we spoke with your mother once again. However,she was unable to confirm if you received the phone or not. Although the record shows that your new device was activated same as its delivery date and usage report indicates that service is being use.

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 1313434461.

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: 02/11/2025
I am not happy that I had to wait when I was promised 2 day delivery I should have received some type of discount or something for having to wait extra time with no communication from straight talk wireless until I contacted you.
Thank you
Customer Answer
Date: 02/11/2025

Complaint: 22874510

I am not happy that I had to wait when I was promised 2 day delivery I should have received some type of discount or something for having to wait extra time with no communication from straight talk wireless until I contacted you.
Thank you

Sincerely,

****** *******
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 11, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are not satisfied with the extended shipment time and requested to get compensation due to this experience.

Please be advised that due to the high demand of orders for our Straight Talk free phone offer, there is an expected delay in processing the orders in our facility. We apologize for any inconvenience this may have caused you.

Nonetheless, our records show that the phone is still active, and Usage Records indicate that it is working and the service is being used. We attempted to contact you via phone number ************ and emails were sent to **************************** on 2/12/2025, 2/13/2025, 2/14/2025, 2/17/2025, and 2/20/2025, to discuss the matter with your complaint. However, we were unable to reach you and we have yet to receive your reply to our emails.

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 1313434461.

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:01/30/2025
Type:Sales and Advertising 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 had a damaged phone that I received a replacement phone for and of which I had insurance for, and I returned the damaged phone and I'm still being charged $653 and I can't even log on to my ******* account to look at my account to see if there was a credit applied. And last time I looked to see if there was a credit, there still was not.I want to view my account before I talk to a person, so I know what I'm talking about and before I pay my bill. My bill should be $155 and it says that I owe $800 and some dollars, for the device that was not returned but I have proof that it was returned. And I've had a different billing amount almost every single month and always a problem, every time I ever tried to log on to my account, which has been almost a year now. And they also told me that the devices that I had originally purchased from them, (three) were free-- now they're saying if I cancel my contract within the first 3 years, they'll charge me $1,500 for the three devices and that's on top of the $800 that they say I owe them now.
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 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you had a damage device which you have insurance for, returned it and had received the replacement phone. However,you were charged $653 for the phone. In addition, you are unable to login to your ******* account to be able to see if any credit has been applied and check your billing information.

We value our customers and take their complaints seriously. We attempted to locate your account by utilizing our tools using your name, number and email address. However, we were unable to locate your account. Additionally,we would like to confirm if the complaint is intended for ******* Wireless or TracFone Wireless or its affiliated brand in which we work for. Hence, to address the matter we need to speak with you directly for assistance.

We tried to contact you multiple times via phone number ************ and e-mails were sent to ************************ on 1/31/2025,2/2/2025, 2/5/2025, 2/6/2025 and 2/9/2025 but we were unable to reach you, and you have not responded to our emails 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 1313454672.

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: 02/13/2025
The issue with ******* was resolved. Thank you very much!
Customer Answer
Date: 02/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The issue with ******* was resolved. Thank you very much!

Sincerely,

**** ******
Initial Complaint
Date:01/30/2025
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 bought a new phone and activated my phone line at the below mentioned store on 12/31/2024. However, store associates did not provide me with my bill copy and said that their printer is broken but they promised to send the bill later in my email. Upon follow-up, they are refusing to provide me the bill copy. I want my itemized bill copy send to my email ************* Wireless ********************************** Note: Their customer service team is also refusing to provide me the bill copy.
Business Response
Date: 01/30/2025
See attached.
Business Response
Date: 02/12/2025
Dear Krishan ***** *****:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated January 30, 2025,regarding BBB Case number # ******** complaints.

Your complaint states that you purchased and activated a cellphone in a Total Wireless store; however, you were not given the receipt since the printer is not working. You were promised to receive the copy via email instead; however,you still have not received it, and you got refused when you made follow-up on your request.

We spoke with you via phone number ************ on 02/06/2025. You mentioned that you purchased a phone at the store, and after paying, you were informed that the cash register was not working. You were instructed to wait to receive a copy via email, but you did not receive it. Since, we have remained in contact with you and advised to go back to the specific store to receive a copy of the receipt. You confirmed you have received the receipt; however, you claimed that there is a discrepancy on the total amount you were charged for the phone,as you were informed that the phone was $99 due to a promotion, but you were charged $149 instead.

Please note that Total Wireless was offering a promotional deal of an iPhone 13 or Moto Razr for $99 when you activate with a 2-month plan, port in your phone number (External port-in only), and verify your ID. If a customer does not port in, then the price of either device will be $149. The limited time o?er began on 11/21/2024 and ended on 12/04/2024. We suggested you to contact the store to clarify the eligibility of the promotion or contact the bank for further actions, if needed.

Based on the aforementioned, the promotion ended on 12/4/2024, but your order was made on 12/31/2024. Therefore, you did not qualify for the $99 promotional price, which is why you were charged $149. With this, we advised you that the promotion was no longer available at the time of purchase; hence, the promo was not applicable.

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 **********.

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

*****************************************************
Customer Answer
Date: 02/13/2025

Complaint: 22759177

I am rejecting this response because as per the call and follow-up email (email details copied below). It was incorrectly mentioned that on 12/31/2024 that $99 deal of iphone13 was not there. Store people did confirm me on 12/31/2013 itself that I was eligible and they are charging $99 only. I event sent the screenshot of the promotion offer to the Total Wireless representative that I was discussing this issue.
The thing is, store people charged me $50 extra (+ taxes) and as per my understanding that's why they didn't give me receipt on 12/31/2024 and made excuse of the broken printer. They did promise me to send the receipt via email but later they forced me to come to store as said that their store policy doesn't allow to send the receipt via email. However when I went to store they sent me receipt via email only. After receiving the receipt in email then only I came to know that they overcharged me and this is the way they were trying to deliberately hide this.
From 2/10/2025 email, you can clearly see that there are action items - one for me and one for Total Wireless. So, it is wrong to say that they have resolved this matter and this complaint can be closed.
==============================================================
Below email conversation from 2/2/2025 (to-email address: ***********************************************************************************):

Thanks for your call and email. As we discussed, I would like you to please investigate the matter and let me know what the outcome is. So far, my follow-ups with the store have not been great.

Below are the details that I shared earlier with one of Total Wireless representative who were looking after my complaint via email:

1/27 email:
I mentioned that I went to the store on 1/26 and received the order (or bill) copy in my email.
Surprisingly, the store was previously citing their policies that they can't send me the bill copy over email, and they forced me to come to the store. But when I went to the store they provided me the bill copy in my email only - so I really didn't understand why they bothered me to make a store visit, I wasted almost half a day just for this.
You were very understanding, and quickly got to this point and you mentioned giving me a one month plan at no extra cost as a one time compensation for all the trouble that store people gave me.
Also, it is worth mentioning that store people didn't treat me well on 1/26. However, they did treat me well on 12/31/2024.
Per the provided bill copy, they charged $150 for the iphone 13, however on 12/31/2024 under the deal the phone price was $99. Please find attached the copy of the bill and the screenshot of the plan, which luckily I happened to have with me.
On 12/31/2024, store people told me the breakdown of my bill as: $99 for iphone13, $130 for 2 month's plan, $65 for taxes and $25 for sim activation charges.
However, in the bill, I was charged $149 for iphone13, $130 for the 2 months plan, $53 for the taxes.
So, clearly as you can see that firstly they told me wrong on 12/31/2024 about the charges, and secondly they charged me $50 extra for the phone.
On 1/26/25, store people told me that for prepaid phones and plans there are no activation charges.
Now, I request you to please file the necessary complaints to investigate the cheating that store people did with me.
We discussed one of the possible solutions to dispute these extra $50 charges with my credit card company but later on we are inclined to not go for that as the credit card company might come back to store and/or totalwireless to investigate this.
Our next follow-up is scheduled for 1/29.

Please let me know if any more details are needed.

And, yes I would like you to please continue to assist me. You can contact me at my mobile number ************ and my preferred time is 2/3 1-2 PM PST. You can also call me anytime and in case I am not able to pick the phone then leave voice message with call back details; I will call back accordingly.
==============================================================
Below email conversation from 2/10/2025 (to-email address: ***********************************************************************************):
As we discussed over the phone, I repeatedly mentioned that store people are not picking my phone and they didn't cooperate (not even just me but with one of your representatives, *****, as well). That being said, we had decided to below two action-items as going forward:

1. You suggested that I contact my credit card company and explore the option if they can partially dispute $50 out of the total transaction amount.
2. You will take this matter (i.e. store overcharged $50) to your higher management/authority and conduct a thorough investigation. Until this is completed and resolved, you will not be closing my *** complaint. Also, you or your investigation team will provide me weekly updates on the status of my complaint - even though if there are no updates, you or your investigation team will update me.

On getting contact with me, you can call me at ************ any weekday from 11 AM PST - 3 PM PST. If I don't pick the call, leave a detailed voice message with complete call back details. I will call you back.

Please reply to this email by 2/13/2025, if there are any concerns with the above mentioned details/action items. If I don't get any email reply with any objections then on 2/14/2025, I will proceed with your suggested action #1.

Sincerely,

Krishan ***** *****
Business Response
Date: 02/18/2025
Dear Krishan ***** *****:

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 number ******** complaint.

Your complaint states that the store overcharged you $50 for your Total Wireless iPhone 13 and you would like to get assistance and update on the matter.

Please know that if you purchased a Total Wireless phone from a retailer or a wireless dealer (and not from Total Wireless directly either by phone or online), your phone purchase is subject to that retailers policy. Total Wireless will not process any refund of any Total Wireless phone sold to you by a retailer or wireless dealer. In addition, the promotional offer for iPhone 13 for $99 ended on 12/4/2024 and your order was made on 12/31/2024, making you ineligible for the promotion. Furthermore, although complaints should be directed to the store, one of our agents provided you with a free $65 airtime plan (unlimited talk, text, data / 30 service days)with reference number 3429371968.

We spoke with you on 2/13/2025 via phone ********** and discussed the entails of the said promotion. The promotion was for a limited time offer from 11/21/2024-12/04/2024. Therefore, any dispute on this store purchase must be handled by the retailer. However, you refused to take further action in your end.

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 1313450670.

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:01/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a total wireless customer for several years, but due to rising costs, I decided to switch over to a competitor. I was required to contact the company because there is no area in the app where you can access your account number, which is necessary in order to transfer service. I was on chat simultaneously with both companies in order to have this process be as seamless and error free as possible, as my phone is required for work. I was assured by the customer representative of total ********************** that I was all set to disconnect, and switch sim cards. when I attempted to do this, I got an error message that my phone had been locked by my carrier, despite me verifying that it was unlocked on the app before speaking with total wireless customer service. The phone was clearly locked by the company after we spoke. I contacted the company to get the phone immediately unlocked and was told that it could take up to 24 hours. They verified my email and said I would be receiving instructions via email after 24 hours had passed and I have received no email, I contacted the company again. This time I was told that it could take up to 48 hours for the phone to be unlocked and again that I would receive instructions via email. One 48 hours had passed. I re-contacted the company. He told me it was all set and to power down my phone. Again my phone was still locked. I called again and was told to wait until 6pm. I called at 6 pm when I received no email and my phone was still locked, only to be told that the unlocking specialists only work until 6 and do not work weekends, so to call Monday morning. I called Monday and was told that that it would be done no later than 6 pm. I called at 5 to verify that it was being done and now told that it could be not until tomorrow morning. I feel these are fraudulent practices because I am switching providers. I have been without a usable phone, required by my work for 5 days now and not hopeful that it will be done tomorrow morning.
Customer Answer
Date: 01/30/2025
After I stated I reported then to the BBB, and asked to file a formal complaint with the company, my phone was unlocked later that day.
Initial Complaint
Date:01/30/2025
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.
Regarding TracFone. Currently I have a one-year unlimited talk and text plan. I ran out of data on Jan 19, 2025. I purchased a $10 data add-on option on Friday Jan 24, 2025 over the phone using the TracFone automated service. It was added on but will not activate on my phone until my contract expires in April. However, the data is needed immediately. I have called multiple times to ask for the data to be added now. They offered to trouble shoot my phone, which is not the problem. They say the gigabytes are there, but I can't access them. I paid for the data, so I should be allowed to use it NOW. It does not help me to buy data that I can't use until April. I have 12 gigs but cannot access them. The automated option does not disclose important details when you use that service to buy the data. I cannot afford home internet, so not being able to access the internet on my phone is hugely problematic. How is it okay for TracFone to determine when I get to use the gigs I have paid for?
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 30, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you add more data plan to your phone but is unable to use the internet.

Upon review, your TracFone account with phone number ending in ************************************** the network. Additionally, we manage to confirm that a data add-on plan was added to your phone on 1/24/2025. Please know that for the data service to work, your phone must have the right Access Point Name (***) set up and a data balance available. Your *** information is also available via TracFone website or simply text the keyword *** and send the message to ******.

We spoke with you on 2/03/2025 and 2/07/2025 via phone at ********** wherein you stated that your data connection has not been working. We made sure that you have your data balance available; and it was. As we checked further, the data setting or *** set up in your phone was incorrect. We provided you with the information and allowed you to save it in your device,however, you were unable to do so. Thus, we tried sending the *** update to your phone instead. A follow-up call was made on 2/08/2025, to confirm if the data service is finally working, but we were unable to reach you. We have not received any email response from you as well via **************************.

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 1313625709.

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:01/29/2025
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.
We have a 4 line account with Total ********************** by *******, it is a prepaid account that is on automatic payment plan. We pay $104.55 for 4 lines.************ ************ ************ ************ In October we bought a new phone for telephone #************. When the phone was purchased Total Wireles paired the new phone with the same phone number as the old phone. However, Somehow the billing information was changed and the new phone was not connected to the billing account as the other three phones. Therefore we were charged $209.10 on our November billing and again on our December billing. Of course we did not notice it until we went through our Christmas bills. We contacted Total wireless on January 2 or 3 (Im not sure which date) Spoke with a CS *** who explained what had happened and she would fix the issue, but she would have to call me back in an hour. So I waited, never got a call. I called back today, explained what happened and was told they are sorry, they understand, but there is nothing they can do about it, The phone was billed and it was used for the month therefore we owe them. I explained again, that the new phone should have been on the account with the other three phones, also if it was on an account by itself why was i being charged for a four line account??? She did not have a good explanation for that. I asked to speak with someone higher than her she said there is ***** i could speak with she cant transfer the call i would have to call back. After asking her if they could give me a credit towards the next two months or give me $209.10 worth of points, she said their system wont do that, i said i want my $209.10 back or im going to change companies. I questioned her more about why they cant do anything and she hung up on me. Total wireless owes us $209.10. We were wrongfully charged due to their error setting up the new phone in October. Poor business practice by a huge business as *******. Please help us get our $ back. Thank u
Business Response
Date: 01/31/2025
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 one of your numbers was removed from your multiline account after doing a phone upgrade and resulted in you paying more than your usual billing.

Upon review, we found that you were paying $104.55 for your plans via Auto Pay. However, we found records that you were billed $209.10. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured we are here to help regarding this system error.

We spoke with you on 1/30/2025 via phone and process your refund. Refund reference number **********. Please know that these credit posts usually occur within 3-5 business days, and you can contact your bank for the verification of 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 1313337349.

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

Sincerely,

Executive Resolution Department

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

TracFone Wireless, Inc. is NOT a BBB Accredited Business.