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

3,489 total complaints in the last 3 years.
812 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/07/2025
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've been using TracFone Wireless service for over 10 years. One of the things that is important to me is that theyve always maintained that your unused minutes, texts, and data would always roll over each service period and would never expire or be taken away. If you look at the attachment you will see where I texted TracFone to request my balance on June 11, 2025, and it shows that over the 10 years Ive been using TracFone, I had accumulated ****** minutes and ***** texts as well as 2.14 GB of data. Exactly a month later on July 11, 2025, I tried to use my cell phone, and it would not process my call. I checked my account online and I found that TracFone had removed all my minutes, texts, and data and changed my balance on all to 0. I called TracFone and spoke with several ***resentatives over a 6-hour period and none could tell me why this happened. They all told me the same thing, that they couldnt see my previous balance, and when I asked for a manager, they all said they had no manager, but eventually they would say they would transfer me to a manager. Then they would disconnect the call. I waited and called again the next day which was Saturday July 12, 2025. I spent several hours again facing the same treatment until one person told me they would fix the issue. They said my account would show only ***** minutes but after a week would be back to my ****** minutes. A week later it still showed ***** minutes. I waited an extra week and still it wasn't fixed. When I called again, the *** offered to give me an additional ***** minutes, which is still ****** less than I had. I told her no and asked for a manager only go through the same game again. I feel like they are taking away my minutes because I accumulated so many and they aren't making money on me, and that they are making it impossible to speak to anyone higher up so they don't have to give me my minutes back. There are others online who have ***orted this same issue.
Business Response
Date: 08/22/2025
Dear ***** ******:

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

Your complaint states that your carryover minutes were removed from your account. You contacted customer service for assistance, but the issue remains unresolved.

We spoke with you on August 8, 2025, via phone at ************. During the call, you provided your account information. Upon review, we confirmed that your TracFone account is active and properly provisioned in the system. Records indicate that adjustments had already been made to your balance; however, talk minutes were still missing and required further investigation.

It was determined that a system error caused your balance to be removed. To resolve this, we made follow-up calls on August 9 and 13, 2025,and added the missing minutes under reference numbers **********, **********,and **********. You confirmed that your balance was updated and your service was working as expected. No further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1325044467.

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: 09/08/2025

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:08/07/2025
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.
Tracfone has refused to restore 58GB of my unused data purchased in May 2024 and was to carry over to my May 2025 365 day card renewal.
Business Response
Date: 08/22/2025
Dear ****** *****:

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

Your complaint states that TracFone refuse to restore your 58GB of unused data.

Upon review, we found that your TracFone account is active.Records show that you refilled your phone in May 2024 with a $288 Unlimited Plan, which includes unlimited talk and text, and 120 GB of data valid for 365 days. This plan is set to expire on May 24, 2025. Please note that to retain any unused data from an Unlimited Plan, the account must remain on an active Unlimited Plan. Otherwise, the data will expire.

On May 26, 2025, you refilled your phone with a $125 Smartphone Plan, which provides 1500 talk minutes, 1500 text units, and 1536 MB of data for 365 days. No further redemptions have been recorded on the account since then.

We spoke with you on August 11, 12, 17, and 20, 2025 via phone at ************. During these calls, an initial investigation was conducted, and courtesy data was added to your account under reference numbers **********, ********** and **********. To fully resolve your concern, an escalation was submitted to request additional data.

Following the escalation, it was confirmed that you had approximately 59 GB of unused data from your previous Unlimited Plan. However,this data was removed when the Unlimited Plan expired. As per policy, unused data from an Unlimited Plan only carries over if the account continues with another Unlimited Plan. Since your subsequent refill was for a Smartphone Plan,the remaining data was not retained.

This was explained to you during our August 20 call, where you maintained that the plan purchased was Unlimited. However, our records confirm otherwise. We apologize, but we are unable to restore the claimed data balance. You may continue using the courtesy data that has already been added to your account, which totals approximately 20GB.

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 1326183672.

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:08/06/2025
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 Friday 07-31-2025 I purchased a Tracfone online for $120.10, was told it would be delivered in 1 to 3 days. The money was taken out of my ****** Account on the same day, right after purchase. On Saturday August the 1st, 2025 the money was taken out of my checking account. Monday August 5th I get a notice from Tracfone that the order was cancelled, I called Tracfone and asked them why and was told they didn't have the phone and would not be getting it back in. When I asked about a refund they said I was never charged that they never received any money, I told them I used ****** and it was taken out of my checking, they told me to go to ****** and fight it out with them that it wasn't their problem. 3 people I spoke with in several days, Candy, Orl and ****** all gave me different answers with Orl and ****** being the worst, telling me that they don't take the money and that ****** has to handle it. I wrote to ****** and was told they paid for the item and it was taken out of my checking account, I called ********************** back and just keep getting the run around, that they never got the money???? I filed a case with ****** August 5th 2025.
Business Response
Date: 08/21/2025
Dear ***** *******:

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

Your complaint states that you placed an order on July *******, through the TracFone website and paid $120.10 via ******. However,several days later, you received a notification that the order had been cancelled. When you contacted customer service to request a refund, you were advised to reach out to ****** instead.

Upon review, we confirmed that your order was placed on July 31, 2025, under order number 8180-0220420RSE, with a payment of $120.10 made via ******. Unfortunately, the order was cancelled due to inventory constraints. We sincerely apologize for any inconvenience this may have caused and want to assure you that we are committed to assisting you.

We spoke with you on August 11, 2025, via phone at ************* to share the results of our investigation. To support your refund request, we initiated an escalation under reference number ********** and agreed to keep you updated. Records show that the refund was approved on the same day, with confirmation ID 5KF16399U8391380J. Please note that credit postings typically occur within 35 business days after processing, and you may verify the transaction with your financial institution. A follow-up call was made on August 14 to inform you of these details, and you confirmed that the refund was successfully received.

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 1326183680
.

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: 09/02/2025

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:08/06/2025
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.
See attachment.
Click here to Get the File - use the Password: 829ECCE7
************************************************************************
Business Response
Date: 08/21/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 06, 2025, regarding BBB case # ******** complaint.

Your complaint states that you paid for your TracFone service in July using your credit card, and shortly after entering your card details, you received a notification about a $2 charge for free shipping. You believe this may indicate that your credit card information was shared by TracFone. As a result, you are requesting a refund for the $2 charge or,alternatively, the cancellation of your TracFone account along with a refund for your new airtime plan totaling $127.08. Additionally, you would like confirmation that your account is not enrolled in Auto Refill.

Upon review, we confirmed that your TracFone account associated with the phone number ending in ******************************************************************************* July amounting to $127.08,which was for a TracFone $125 airtime plan. Please note that TracFone Wireless adheres to strict security guidelines and implements robust customer account authentication policies to safeguard the integrity of customer data.

We spoke with you on August 9, 2025, via phone at *************, during which we discussed TracFones security policies. During the call, you confirmed that you received a $2 refund from Free Shipping.Additionally, we verified that your account was enrolled in Auto Refill and proceeded to cancel existing enrollment. No further assistance was requested at that time.

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 1326122139.

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:08/05/2025
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 listed the description of the data shortage in the Desired Resolution Section IT SPELLS OUT THE ISSUE COMPLETELY . THANK YOU FOR YOUR TIME, SINCERELY ****** **** 08/05/25
Business Response
Date: 08/20/2025
Dear ****** ****:

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

Your complaint states that you are experiencing data shortages on your balance as you keep track on your usage and balance. With that,you are asking a compensation of 100GB data.

Upon review, we found that you have been enrolled in the Lifeline program under SafeLink Wireless since December 22, 2024, and have been receiving the Lifeline benefit of unlimited talk and text, along with 10GB of monthly data including 5GB of hotspot data.

Our records show that your free Lifeline benefits were successfully applied to your account on July 30, 2025. With the assistance of our investigation team, we reviewed your data usage and compared it with your monthly allocation, and found no indication of a data shortage.

We attempted to contact you via phone at ************ and email at ****************** on August 13, 14, 17, and 18, 2025, but were unable to speak with you directly and have not received any responses to our ********* check your current data usage, you may send the word USAGE to ****** using your SafeLink phone.

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 1326296520.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/05/2025
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.
Bought a Tracfone 90 phone card at ******* - when I entered the number to add minutes to my phone - was told by a Tracfone member that it was "scanned correctly" - if the card hadn't been scanned - then I would have been charged for the card - seem to be to be a scam that allows the company to get "free" money as they tell you to go back to store and have it re-scanned - knowing full well that most people don't keep their receipts.
Business Response
Date: 08/20/2025
Dear ****** ****:

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

Your complaint states that you purchased a TracFone airtime card from *******, but encountered an error when attempting to redeem the ******** were informed that the airtime card needed to be rescanned in order to proceed.

Upon review, we located a TracFone account associated with your email address, ************************ and a phone number ending in 5495.Our records show that you contacted us on August 5, 2025, to redeem a new plan;however, the attempt was unsuccessful because the airtime card PIN was in an "Inactive" status.

Please know that this typically indicates that the prepaid airtime PIN was not properly activated at the point of sale, which may be due to a system error or the retailer not completing the activation process. To resolve this issue, you may either return to the store where the airtime card was purchased and request a rescan, or send us an email or fax with a copy of your purchase receipt, the front and back of the airtime card, and the reference number for the escalation ticket we will create for your case.

We attempted to contact you via phone at ************ and ************, and via email at *********************** on August 6, 7, 8, 11,and 14, 2025, but were unable to speak with you directly and have not received any responses to our emails. We kindly request that you contact us at your earliest convenience so we can assist you further.

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 1325916818.

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: 08/22/2025
Phone card was scanned at the register - why Tracfone keeps saying it wasn't activated - I don't know.
Customer Answer
Date: 08/26/2025

Complaint: 23701732

I am rejecting this response because: Phone card was scanned at the register - why Tracfone keeps saying it wasn't activated - I don't know.

Sincerely,

****** ****
Business Response
Date: 09/04/2025
Dear ****** ****:

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

Your follow-up complaint indicates that the airtime card you purchased was scanned at the store register, so you are wondering why it was not activated.

Per our previous response, these instances may be due to an error encountered during the process, or some other factors. In order to properly determine the issue,and for us to assist you properly, we need to speak with you directly.

We attempted to contact you via phone number ************, and have sent emails to *********************** on 8/27/2025, 8/28/2025, 8/31/2025, 9/1/205, and 9/4/2025 to discuss this matter. However, we were unable to reach you, and have not yet received your response to our emails.

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 1325916818.

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:08/04/2025
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.
******* suspended my wireless service on 8/4/2025, despite my Safelink approval on 7/30/2025, before my 7/31 payment deadline, per ******** referral. This blocks employer calls/texts, causing financial harm. I have texts from 5 reps who gave no resolution kept me in a loop of providing the same information over & over. I also recorded calls where ******** AI blocked live agents without a credit card payment an unfair barrier for a wireless/internet customer in hardship.
Business Response
Date: 08/20/2025
Dear **** *****:

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

Your complaint states that ******* suspended your service despite having a ******** approval on July 30, 2025. You tried seeking assistance but concern was left unresolved.

Upon review, we found that you applied for the Lifeline program under SafeLink Wireless on July 30, 2025. Your enrollment was completed on August 1, 2025, granting you access to the Lifeline benefit, which includes unlimited talk and text, 10GB of monthly data, and 5GB of hotspot data. Your enrollment was registered under the Bring Your Own Phone (BYOP) option.

Our records confirm that a BYOP *** card was shipped to your address under reference number **********. The *** card is currently in transit, as shown in **** tracking number 4200774792612903031358513037667259.Please note that the *** card is pre-activated; you simply need to insert it into the phone you registered during your SafeLink enrollment.

We contacted you on August 13, 2025, via phone at ************ to share the results of our investigation. However, during the call, you informed us that you are no longer interested in using our service and ended the conversation.

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 1325979235.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/04/2025
Type:Order 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.
Hello,I filed a complaint with the BBB against Straight Talk for my $39.34 and they did refund me my money. Today they cancelled my refund and took their money back. They waited until my case wilh the BBB was closed. Please I need my money from them
Business Response
Date: 08/20/2025
Dear ******* ********:

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

Your complaint states that Straight Talk initially issued a refund amounting to $39.34, but later reversed or withdrew it.

Upon review, we found that a refund was requested on your Straight Talk account due to a service interruption on July 25, 2025, under reference number **********. Our records confirm that the refund of $39.34 was approved and processed on the same day, with confirmation ID ************************ typically post to your account within 35 business days after processing.

Additionally, we found no indication that the refund was reversed or withdrawn. Given this, we recommend contacting your bank to verify the credit posting.

We spoke with you on August 5, 2025, via phone at ************, during which we shared the results of our investigation and advised you to reach out to your bank for confirmation. You agreed to this recommendation. A follow-up call was made on August 10, during which you confirmed with your bank that the refund had been successfully posted. As the matter has been resolved, no further assistance is required at this time.

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 1325115669.

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: 09/02/2025

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:08/03/2025
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 bought a phone from ****** that was glitching. Tracfone told me to send it in they even provided a shipping label. I sent it to them and they told me they will send a replacement. I never got a replacement and whenever i call to speak to them they put me on hold give me fake tracking numbers etc. I called them back and told them that if at least they wont send a new phone send me back my old phone. They transferred me from person to person making up stories.
Customer Answer
Date: 08/04/2025
They said they sent and delivered it but the picture is not clear at all. I contacted *** who did an investigation and then turned it over to the company after not finding the package. they kept saying they would send a replacement but that never happened. attached is the picture they claim as proof that it was dropped off at my house. and the new ticket number.
Business Response
Date: 08/19/2025
Dear ***** ********:

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

Your complaint states that you returned a defective phone but have yet to receive the promised replacement device.

We spoke with you on August 5 and 10, 2025, at ************,you shared details regarding your device and referenced the original replacement request (Ticket No. **********) created on January 13, 2025, to address a defective screen. Upon review, our records indicate that our system closed this ticket in March without a replacement device being shipped. We sincerely apologize for any inconvenience this may have caused.

As a resolution, a new replacement request was initiated under reference number 1326181436.

According to *** Tracking Number 1Z7X28F00255926091, the replacement device was successfully delivered to your address on August 1******. We attempted to contact you on the same day to confirm receipt of the device, but were unable to reach you. Additionally, our follow-up email sent to ************************ has not received a response.

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 1325841456.

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: 08/19/2025

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,

***** ********
Initial Complaint
Date:08/03/2025
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.
Hello, on April 7, I purchased a new iPhone SE 3rd Generation - BLACK, directly from Tracfone. Since then, each month, all of my minutes, data, and texts, disappear, showing ZERO balances simultaneously for each. I then must spend hours on Tracfone text or phone support, during which they are usually dismissive of what has happened, and trying to get me to buy more minutes. Minutes/texts/data disappearing is a known problem, as evidenced by social media posts on Tracfone's ******** page.Each time, ultimately Tracfone has replaced minutes, data, and text, but this should not be happening at all, and certainly not every ***********, the text tech support refused to reinstate my missing minutes, data, and texts. Now, I'm stuck with a useless brick of a phone.Been with Tracfone for years and never had this happen...I need to get this resolved at a high level with assurances that it will NOT happen again and with a high-level contact in the event that it does.Thank you!Tracfone number ************
Business Response
Date: 08/19/2025
Dear ****** *********:

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

Your complaint states that the accumulated minutes on your account have been removed, and this matter remains a persistent concern.

Upon thorough review, we have confirmed that your TracFone account is active and properly provisioned within the network. Our records indicate that a replacement plan was successfully added to your account on August 3, 2025, under reference number 1325738305.

It has been determined that a system glitch resulted in the removal of your accumulated minutes. We sincerely apologize for any inconvenience this issue may have caused.

To resolve the matter, we have made the necessary adjustments in our system, and your account has been successfully updated. Your carryover minutes have been restored, and your account is now fully provisioned.

We attempted to contact you via phone at ************ and via email at ************************* on August 5, 6, 7, 8, and 11, 2025.While we were unable to reach you directly by phone, we appreciate your email responses, through which we were able to confirm that your account has been updated and is functioning as expected.

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 1325985743.

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