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

3,364 total complaints in the last 3 years.
787 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:09/26/2025
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 an unlimited text call and 2g data plan for ***** online for my wife's phone on 9/6/2025 and on 9/22/2025 her phone would not allow her to receive or send texts. I called TracFone on the 22nd and talked to customer service and explained to the agent what was going on, he checked the balance on my wife's phone and he said I bought a 500 minute card and the text were used up. I told him no I bought the unlimited plan and he continued to tell me I bought the 500 minute plan. I hung up and called again and got another agent and explained the same thing to him and he said the system is showing I bought the 500 min plan but couldn't explain why it happened. He fixed the problem and told me that I would need to renew a service plan on the 6th of October and I said that is when her service is to be renewed and he told me that if it messed up again to call back. Today on 9/26/2025 my wife's phone did it again. I called back and talked to an agent and she said the same thing that I bought a 500 min plan. I told her no I bought the unlimited. She said she couldn't help me. I called the corporate office in ******* and talked to an agent there. She said I bought the 500 min plan I said no I bought the unlimited, said for me to type in ****** and then balance next to that I did and it showed talk unlimited sms unlimited data 2.10 gb service end date 10/06/2025. She said that's weird let me see why that did that. She come back and said that because her system shows I bought the 500 min plan she could not help me even though I proved to her that I bought the unlimited. I told her I wanted to speak to someone above her and she would not put me through. She said let me call another department and see what they say to see if what you are telling me is true. She come back and said they said the same thing that I bought a 500 min plan. She refused to transfer me to that department. She is you want more texts you have to buy more texts.
Business Response
Date: 10/10/2025
Dear ****** ********:

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

Your complaint indicates that you refilled your wifes phone with the $15 Unlimited Talk, Text, and 2GB Data for 30 Days plan on September 6, 2025. However, her text messaging service stopped working on September 22.When you contacted us for assistance, you were informed that the plan activated was the 500-minute plan instead.

We spoke with you on September 29 and October 2, 2025, via phone at ************** regarding your wifes account status and service concerns.

Upon reviewing the TracFone account ending in 8108, we confirmed that it is active and properly provisioned on the network. Our records show a refill made on September 6, 2025, for a $15 TracFone plan that includes 500 minutes, 500 texts, and 500 MB of data for 30 service days. This purchase was completed through the My Account app. We did not find any record of a $15 unlimited plan being added to the account.

Additionally, on September 22, 2025, one of our agents added 231 complimentary text units to the account under reference number 1328880317.

We shared the results of our investigation with you, which confirmed that no unlimited plan was active on the account within the past two months. The last recorded purchase corresponds to a Pay As You Go plan. You expressed disagreement with this information and indicated that no further assistance was needed.

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

Please refer to email reference number ******* or Ticket Number 1329345321.

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: 10/10/2025

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:09/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am on total rewards which is provided by total wireless, I have enough points 10K available to redeem for a discount code, I have issue to do it myself online and i had same issue a few months ago and it was solved by someone from right department claimed for me and sent to my email. This time, I was transferred multiple times during each call and I called at least 4 times already and no one really can help me.
Business Response
Date: 09/18/2025
Dear Better Business Bureau,

Thank you for contacting *************** of Executive Relations regarding *** **** complaint. In the concerns received on September 18, 2025, *** ** expressed concern regarding wireless service.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per Better Business Bureau guidelines, please forward Zhe Li's complaint to the appropriate ******* Team.

Email: ***********************************************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

******* Executive Relations
Business Response
Date: 09/19/2025
Please see attached.
Business Response
Date: 10/09/2025
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 25, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that you are once again experiencing difficulties redeeming a promo code using your rewards points.

Upon review, we have confirmed that you are enrolled in the Loyalty Rewards Program and currently have ****** rewards points available. Our records show that you reported a similar issue in July, and an escalation was submitted at that time to help resolve it.

We contacted you on October 1 and 2, 2025, using the phone number ************ provided in your email sent via ********************************* our conversation, you mentioned that you were unable to redeem your rewards points through both My Account and the website. To address this, we submitted another escalation. Additionally, while working on your case, we reactivated your service under reference number 1329457051.

We attempted a follow-up call on October 6, but were unable to reach you directly. We also have not received a new email response. Please be assured that we are actively working on your case and will contact you as soon as an update becomes available.

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 1329152826.

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: 10/09/2025

Complaint: 23901322

I am rejecting this response because:
My initial issue/problem is NOT solved. They contacted me and told me the problem was escalated, however, no more updated or phone call from total wireless any more since Monday.

Sincerely,

*** **
Business Response
Date: 10/17/2025
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/9/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint indicates that the issue still has not been resolved. You were informed that it was escalated; however, you received no more updates on the escalation.

We apologize for any inconvenience this may have caused you. We strive to provide excellent customer experience; however, due to an unexpected error, the resolution to your issue was delayed.

As of 10/16/2025, we received feedback from the escalation stating that the issue has been addressed, and to retry processing the purchase of a promo code using your rewards points online.

We attempted to contact you via phone number ************ and have sent emails to ********************* on 10/16/2025 to discuss the updates. We were unable to reach you via call; however, we received your email response indicating that you still encountered the same error. With this we have sent a follow-up escalation to provide appropriate resolution to this issue, and we will provide updates once available.

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 1329152826.

Rest assured we will reach out to you once we receive updates on the escalation. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/17/2025

Complaint: 23901322

I am rejecting this response because:
My issue is not solved! Still same as before!

Sincerely,

*** **
Business Response
Date: 10/23/2025
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date October 17, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that the issue you raised regarding being unable to redeem a promo code is still unresolved.

We sincerely apologize for the delay in resolving this matter. Rest assured our team is focusing on getting this matter resolved. We would be letting you know once the issue has been completely resolved.

If you still require assistance, you can contact ************** enter PIN 1900.

Please refer to email reference number ******* or Ticket Number 1329152826.

Rest assured we are making follow-ups on the escalation every day to ensure this matter is taken care of promptly. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/23/2025

Complaint: 23901322

I am rejecting this response because:

My issue is not resolved yet!

Sincerely,

*** **
Business Response
Date: 10/30/2025
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date October 17, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that the issue you raised regarding being unable to redeem a promo code is still unresolved.

We sincerely apologize for the delay in resolving this matter. Rest assured our team is focusing on getting this matter resolved. We would be letting you know once the issue has been completely resolved.

We spoke with you via phone number ************ on 10/26/2025. You acknowledged the updates on the escalation we submitted. We agreed to contact you for more updates and resolution on the matter.

If you 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 1329152826.

Rest assured we are making follow-ups on the escalation every day to ensure this matter is taken care of promptly. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/30/2025

Complaint: 23901322

I am rejecting this response because:
Issue is not solved yet

Sincerely,

*** **
Business Response
Date: 11/07/2025
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 31, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your concern is not yet resolved.

We spoke with you on November 2, 2025, via phone at ************.During the call, we informed you that an escalation was already submitted regarding the redemption of a promo code. We are currently awaiting a ************* assured, we are actively working on this matter and will reach out to you with any updates.

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 1329152826.

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:09/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I changed Providers for my ************ at the end of Feb 2025. March, I received a bill from ******** I knew there would be a bill and tried to go online to make Final payment. I wound up having to talk to someone because when I changed providers they canceled my account at ********When speaking with this ******* person I explained I changed Providers, and I wanted to make sure my Apple watch was also turned off and would like to make Final payment.The person I spoke with at that time assured me all was taken care of and gave me a special link to go into and make my final payment.I thought I was done. Moving ***** April 2025, I started getting emails from ******* saying I owe $20.68. I called, explained everything I mentioned above, I am told ******* would take care of it.since, I have talked to at least 2 people at ******* explaining everything stated above yet I keep getting this bill that is now to the total of $103.77.I have not used this service. The service they are continuing to charge me for is the Apple watch. I have not even worn the Apple watch since I changed Providers.I feel that ******* should shut this down, I do not want this going on my credit for something they cannot get control of.
Business Response
Date: 10/07/2025
Dear BBB,

Thank you for contacting TracFone Wireless ******************************* regarding *** ****** complaint. In their complaint, received on 9/24/2025, *** ****** expressed concern about their ******* Wireless service bill.

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

We appreciate you bringing this matter to our attention for resolution, and apologize for any inconvenience this has caused.

Sincerely,

*******************************
Initial Complaint
Date:09/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a tracfone Custome for 10 years purchase all my phone through HSN I just bout a new ******* switched from ******** within a week the screen cracked on Sept 14th I called tracfone was told a replacement would be sent out within a week Upon receipt i was to call tracfone for help in switching info to new phone then I was to return damaged phone Today 9/23/2025 I have not received new phone called tracfone told i needed to return damaged phone back first told them i would be without a phone and i would loose all info They insisted I send damaged phone first never Have i had a cracked screen in all my years also advertised free ************ whic was bull
Business Response
Date: 10/07/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 24, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your new phones screen cracked within a week of using it. You requested a replacement phone and were informed that a replacement phone would be delivered within a week. However, when you called back, you were advised to return the damaged phone first, and you feared that you would lose some information from the old phone.

We understand your desire to receive a replacement phone; however, as per our policy, a replacement phone would be shipped out after our warehouse confirmed receipt of the defective phone. Shipment for a replacement phone will take 3-5 business days.

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 your replacement phone request submitted on September 14, 2025, reference to the ticket number **********. The replacement phone has not been shipped out yet, since our warehouse has not confirmed the return of the defective phone yet.

We spoke with you on September 25, 2025, via phone number ************ and we discussed the status of the request, and informed you that the defective phone needed to be returned first. However, you refused to follow our Return Policy and ended the call.

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

Please refer to email reference number ******* or Ticket Number 1329062480.

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: 10/08/2025

Complaint: 23924748

I am rejecting this response because:

Sincerely,

****** *****
Customer Answer
Date: 10/08/2025
originally i was told that a new phone would be issued upon receipt after i transferred my info i was to send broken phone back Now Im being told to send broken phone back first This would leave me without a phone and i would lose all info in broken phone since i would not be able to transfer info from one to another I'm just asking that you trust me like ive trusted tracfone for 10 years of service after i transfer data i would return broken phone if not when my minutes expire i will switch carriers [please reconsider your policy thanks ****** *****
Business Response
Date: 10/16/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 9, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were initially informed that you would get the replacement phone first prior to sending the defective phone. You are worried that you would lose all the data from your broken phone since you could not transfer it to the new phone.

While we understand your desire to receive the replacement phone prior to sending the defective one; however, we need to follow the established policy regarding the return procedure. We apologize for any misunderstanding and confusion this has caused. We may recommend transferring the important files from your old phone to the other phones you may have, or to a memory card. You may also consider saving the files using cloud storage.

We reviewed your replacement phone request submitted on September 14, 2025, reference to the ticket number **********. The replacement phone has not been shipped out yet, since our warehouse has not confirmed the return of the defective phone yet.

We spoke with you on October 9, 2025, via phone number ************. As per our conversation, you emphasized your preference to receive a replacement phone before returning the damaged one. Otherwise, you would switch carriers on your service end date. We acknowledge your request; however, please note the aforementioned policy.

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

Please refer to email reference number ******* or Ticket Number 1329062480.

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: 10/17/2025

Complaint: 23924748

I am rejecting this response because:
I I can't believe a multi-million dollar company will not send me a phone that's worth maybe no more than $100 and trust me to send one back to him after being a customer for 10 years I'll keep the phone put in the future I will look for service somewhere else
Sincerely,

****** *****
Customer Answer
Date: 10/17/2025
Thanks for your effort cases do not always go in my favor
Initial Complaint
Date:09/23/2025
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.
This is the second time I have had the same issue with Tracphone. After going out of the country and not using my phone for a few weeks, but using a digital sim card with a different phone number, I returned from my trip to find all of my previous data gone. I had ***** gb on 8/24/25 and now 9/23/25 have none and my phone is no longer working unless I have access to wifi. The Tracphone chat bot was no help and I have tried to call the only phone number I found for Tracphone and was disconnected numerous times by a chatbot, and their online support gave me a number to call during business hours which it was and said call back during business hours. So, now I have a phone plan I already paid for that it no longer working and no way to get in touch with a human being to resolve this issue. Please help.
Customer Answer
Date: 09/24/2025
I attached the amount of data I have as now that doesn't show all the carry over data I had before which I was told during the last time I had this issue that I wouldn't lose that data.
Business Response
Date: 10/07/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 24, 2025, regarding BBB case # ******** complaint.

Your complaint states that your data balance was gone after going back to the US - you had ***** GB as of 8/24/2025, but got nothing on 9/23/2025. In addition, the chat bot could not assist you properly, and you have trouble connecting with customer service.

We looked at your account; the phone number ending in 8456 is currently active under Tracfone Wireless with a 30-day $15.00 Unlimited plan that has Unlimited Talk and Text with 1GB of high-speed data which was recently redeemed on 08/16/25 and 09/15/25.

Records show that you previously reported about your balance being erased back on May; thus your balance was restored with 30 GB of data as per reference No. **********; ********** and No. ********** on 05/06/25; 05/08/25 and 05/09/25 respectively.

For Unlimited Talk & Text Smartphone plans, any unused data after your service end date will carry over to the next cycle if active service is maintained and in use with any Unlimited Talk & Text Smartphone plan.

During our investigation, we confirmed with usage records that there was no evidence of the line being deactivated and it has been redeemed regularly with an unlimited plan through automatic renewal. In addition to this, the usage records did not exceed the data balance on the account.
We apologize for the inconveniences you may have experienced; we determined a technical error was encountered in our system. Thus, we have updated the account with ***** GB of data as per reference No. **********, **********, ********** and 1329065767.

We spoke with you on 09/25/25 at ************ and reviewed the information on the account; and confirmed about the updates made on the account. We agreed to remain in contact for the upcoming updates.

We spoke with you via phone number ************ on 09/26/25 and confirmed the updates made on the account; we added the remaining balance corresponding to 3GB of data as per reference No. 1329126367.

We advise you to review your balance by logging to your Tracfone Wireless account; texting the keyword BALANCE to ******, or by contacting customer support.

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

Please refer to email reference number ******* or Ticket Number 1329028025.

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: 10/08/2025

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,

***** *****
BUT I hope this doesn't happen again as this was the second time I had to contact the Better Business Bureau about the same problem as TracPhone didn't have an actually person I could speak to and I tried numerous numbers and times. It shouldn't have to be this way. Their customer service must improve and I am grateful that BBB was able to get a person at TracPhone to contact me to resolve this problem.
Initial Complaint
Date:09/23/2025
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.
see attachment
Business Response
Date: 10/07/2025
Dear ******* ***** and ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you maintained continuous service with TracFone for several years, with automatic payment setup. You reported a deactivation of your services on August 19, 2025. This deactivation was reportedly due to an issue concerning the associated credit card's standing. Consequently, you were forced to purchase a new plan at a cost of $108.30 (including tax on a $99.00 base charge); furthermore, TracFone has declined to disclose your remaining balance of available minutes.

Upon reviewing your account, the phone number ending in 8497 is active with a ********************* plan. Interaction records show that on August 28, 2025, you reached customer support due to having issues with the calling feature; however, it was due to not having enough balance. Consequently, on August 29, 2025, you called to reactivate your service with a $99.99 one-year plan instead of your usual 3-month service plan.

We spoke with you on September 25 and 26, 2025, via phone number ************, and discussed the status of your account and purchase history. Please note that as per policy, airtime plans are non-refundable. Nonetheless, as courtesy, we processed your refund request amounting $108.30, with reference ticket number 1329094438.

Additionally, we have confirmed that the refund was successfully provided per refund confirmation ID ****************. You can expect to see the refund amount credited to your bank account within 3-5 business days or up to 2 billing cycles. We spoke with you again on September 29, 2025, and informed you of this update.

If you 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 1329088130.

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:09/23/2025
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 ******* acount 242233444-0001 Whenever I talk customer service for higher bill , they always assure us by promising to apply credit but never do. Some of the examples of my call and *******'s response are here under.I spoke *** who promised to apply new deals 40% discount and monthly bill for 5 lines includng tax should not be more than 150 imade a fixed period of 1 year August 6, 2025 through August 6 2026.Ticket # SC9535618 Meanwhile I had contacted to get ******* for switching for phone number ********** to ******* as on 07/23/2025 . Before switching I had talked to ******* to make sure no penalty or balance etc. After assuring 0 Balance, she gave transfer pin ****** . If she would have say any balance I have never been switched till contract period ends.After seeing Invoice ********** dated July 6, 2025 on July 30 ***** I spoke to ******* Call ref ******** She talked to the Billing Dpt and agreed for removing extra charge.However, she made new deal for only 4 lines *********************0 *********** and ********** for $69.47 by applying Loyalty discount up to July ******. Also, she said : Extra $20 for four lines will be applied if I do Auto payment through my Checking account which I did now. She did calculated on July 30 ask to pay $139.06 and asked my card and applied full with 0 balance.I got new bill ****** Invoice ********** dt Aug 06*****.which shocked..Now, trying to call continuously 3 days iAug 25- 27. but customer talks and hangs up . Incidentally one spoke and said it is towards Instrument charges which is not supposed to. If she would have informed me prior to switch ******* , I would have to keep the phone line still with *******. So it should be ******* request : Please instruct the ******* to make my balance zero as I paid full payment on July 30, 2025 through Call reference ******** till July 30, 2025. Also ask them to correct my monthly bill after applying each discount as showed on para 3 above..Ask to refund ****** too.
Business Response
Date: 10/07/2025
Dear ******** ***********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB case number ******** complaint.

Your complaint states that ******* has been overcharging you despite previously offering a discount, and you are requesting a refund in the amount of $386.60. This discrepancy has caused concern regarding the accuracy of billing and the application of agreed-upon discounts.

We attempted to locate your account by utilizing our tools using your name, numbers, address and email address available in the complaint.However, we are unable to pull up your account in our TracFone Wireless system.For us to investigate your concern we will need to have your accounts information,which includes your number, device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on September 26, 2025, via phone at ************. During the conversation, you confirmed that your complaint was not related to TracFone or any of its affiliated brands, but rather to ********** a result, we advised you to contact the appropriate service provider to receive the necessary assistance.

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 1329095475.

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:09/23/2025
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.
Tracfone offers a ******************* which does what it states. Tracfone states you can enable/disable this. You can NOT. All attempts have resulted in a spinning cursor that just sits there and sits there and sits there, 30 min later, its still there. Now apparently I am locked out.This company does not care about anyones time or well being, instead being more concerned about their customers as CASH COWS. To be treated with disrespect and labeled as trash.Unlock my **** line, you have wasted enough of my time and patience, just to have you spit in my face and gaslight me. Such a disgusting company, no surprise the likes of ******* bought the company out, which is probably why TRACFONE is such garbage now. I have been using TRACFONE for nearly 20 years across 3 phones, you'd think that'd mean something but ******* has only become more and more difficult to do anything account related over the years. There was a time I couldn't even access the account, services worked thankfully. Every time I have tried to upgrade to a new phone, transfer a line, the things TRACFONE says you can do easily, via their app or website, it does not. I have to call them, wasting countless hours waiting on the phone to talk with someone, just to have to give them some 8000 number sequence, which becomes a hassle in itself.I am SO angry right now I probably shouldn't be doing this but I do not really care at this point, cause if they are going to waste my time, I will waste theirs.UNLOCK MY **** LINE, FIX YOUR ****, IM NOT YOUR CASH COW, LEARN SOME RESPECT, PEOPLE ARE NOT OBJECTS.
Business Response
Date: 10/07/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB case number ******** complaints.

The complaint states that you attempted to remove the Line Locked feature from your number but encountered difficulties doing so independently.

TracFone Wireless has enabled the Line Lock Security Feature as a solution to enhanced your security and prevent possible fraudulent activities. When your line is locked, no one can initiate a number port or transfer the line of service to a new SIM, including you. The Locked status prevents any changes that involve moving the line to a new carrier or a new SIM.

Upon review, we found that your TracFone account associated with the phone number ending in 8384 is active and properly provisioned on the network. Our records confirm that the Line Lock feature is currently enabled,which helps protect your account from unauthorized number ports or SIM transfers. You may manage this feature through the My Account website or mobile app, or alternatively, we can process a request to enable or disable it following successful account authentication.

We have made several attempts to contact you via phone at ************ and sent emails to ************************ on September 24, *****, 30, and October 1, 2025. However, we have not received a response and have been unable to speak with you directly.

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 1329030026.

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: 10/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I was able to do it myself, when I could, sorry I could not respond to your attempts on your time, I had time THAT day, I had off and was going to xfer my number to a new phone.
Imagine it all could have been avoided if your "automated" systems had just sent a text to the line in questions or to one of the other 2 lines on the account (maybe all, like the Line Lock feature does.). Stating something to the effect of "Line Lock has failed and been blocked from further attempts, you will be able to try again tomorrow (state_time), if you did not attempt this action give us a call IMMEDIATELY, if so you can reach us at (blahblahnumber)."
I do appreciate the repeated attempts to contact me, though I was unavailable or if I was available, I was far too tired and I do not want to talk with anyone when I am angry.

*****
Initial Complaint
Date:09/22/2025
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.
Tracfone once again zeroed out my balance and sms. 279 gb and service end date of Nov 15 2025 are correct. I had to contact BBB on 8-12-2025 for this same problem, was fixed on 8-29 with BBB help, My balance should be minutes ****** and sms 2810 I have screen shots to prove. Thank you, *** T
Business Response
Date: 10/06/2025
Dear ******* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the accumulated balance was removed from your account.

Upon review, we found that your TracFone account associated with the phone number ending in 0649 is active and properly provisioned on the network. Our records confirm that your account reflects the correct balance,following updates made under reference numbers ********** and 1328900257.Additionally, it was determined that a system glitch has caused the removal of your balance. We sincerely apologize for any inconvenience you may have experienced. Please rest assured we will do our best to ensure that similar issues are prevented moving forward.

We attempted to contact you via phone at ************ and email at ******************** on September 24, 25, 29, and October 1, 2025.While we were unable to speak with you directly, we received your email response confirming that the issue has been resolved and no further assistance is required.

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 1326364912.

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: 10/07/2025

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,

******* T
Initial Complaint
Date:09/22/2025
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.
Even though I han an existing plan with TracFone woth ove ***** minutes and 450 days left on the plan, TracFone will not allow me to buy a newer phone without buying another plan.None of the customer service **** seem to know what they are talking about since I get a different story every time I call.I just need to upgrade my existing iPhone 6s to an iPhone ***** the past individual in corporate have called me and resolved any problems but the number s they gave me to call them directly no longer ******* can bee seen from the number of minutes I have, I have been a customer for years.
Customer Answer
Date: 10/01/2025
Further information is that TracFone has lied to me about trying to call on several occasions. Today I did finally get a call but when I answered all that was there was dead air.
Furthermore, I did finally did get a customer service agent to sell me a replacement phone but she did not tell me that a 30 day card would be added to the order. She was still on the phone; it took over an hour just to buy a replacement phone. When I got the email from **** about the charge and when I asked about the extra amount is when she told me about the extra ********************************* that the 30 days would not be added to my existing account and would run concurrently with my existing account. So, I'm paying for the same days twice. When I asked her about this, she stated that I could call back once I got the new phone, with the 30-day card, and they would refund for the 30-day card.
I have little faith in this since TracFone corporate keeps lying about calling me.
To force me to buy a second use card that runs concurrently on one phone is tantamount to theft maybe even fraud.
This is TracFone corporate's fault and that's why I want a call from them.
Business Response
Date: 10/06/2025
Dear ***** *****:

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

Your complaint states that you were unable to purchase and upgrade your phone to an iPhone 13 because Tracfone Wireless support informed you that you need to purchase a plan together with the phone, despite having enough balance in your account.

Please note that there are phones sold bundled with service plans. These are promotional devices which could not be purchased separately.

In our review, your line ending in 1301 is active and was initially provisioned with a $125 TracFone Wireless Pay As You Go (PayGo) plan. This plan included ***** minutes, ***** texts, and ***** MB of data for 365 days. Additionally, on November 14, 2024, you added an extra year of service for $49.99 and a $7 data add-on for 500 MB. An in-depth review of your account confirms that you were unable to upgrade your service to a different device on September 22, 2025. We have since confirmed and corrected a system error that caused the delay in this transaction.

We contacted you on September 24, 2025, via phone number ************. You informed us that you had sent the phone back to ******* after being incorrectly advised that your Pay As You Go plan could not be transferred. Nonetheless, we notified you that the issue was due to a system error and that we could help you complete the transfer. As you needed to purchase a new device, you requested a callback on the next few days after you purchased a new iPhone 13.

We called you again on October 1, 2025 via the same phone number; you confirmed that you requested a new phone with the order ID *********. As you did not receive the order yet, we agreed to internally follow up your case and call you back on October 6, 2025, which is the estimated date for delivery per *** tracking order No. 1ZY902R60241285768.

Our latest review shows that the phone number is already transferred to the new phone on 10/6/2025, per reference number **********. In addition, the new phone is active and provisioned in our system.

If you 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 1329013392.

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: 10/06/2025

Better Business Bureau:

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

Sincerely,

***** *****

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