Complaints

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

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  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:01/29/2025

  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.

  We returned a phone to them because it was not working. Originally, they said the replacement phone would be shipped in 5-7 business days ..that was on Nov 26, 2024. We waited until mid December to call back b/c of the holidays. A female told us it would be here by Dec 22. We returned phone calls on Jan10, Jan 21, and Jan 23. We were told many conflicting things...... about why it has not been shipped and where our phone was (#************). We tried calling the phone and got voice mail. We shipped it to *********, but was told by them it was in a warehouse in *******. By now, we just want to be able to use that # again b/c we have had it as a previous land line for 65+ years. We were told that is not possible. It is now Jan 29, 2025 and we still have not received the phone.

  Business Response

  Date: 02/14/2025

  Dear ***** and **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 29, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you returned a defective phone and have yet to receive your replacement device. In addition, you want to keep your old number.
  
  Upon review, we found an out of warranty replacement phone ticket ********** created on 11/27/2024. The phone was deemed defective since the device was displaying a blank screen.Our warehouse confirmed the receipt of your defective device on 12/05/************, the exact phone model is not available in our inventory.
  
  We spoke with you on 2/04/2025, 2/06/2025 and 2/13/2025 via phone at ************ and you were told that your phone is out of stock. You agreed to a comparable phone model, thus, update to your replacement phone request was made. You can keep track of your package with *** tracking number 1Z7X28F00256811784; know that shipment will begin soon, and the delivery of your replacement device will usually take 3-5 business days.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  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:01/28/2025

  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.

  I have a tracfone ******* A15 phone that has been found to be defective and is under warranty. It was determined by tracfone that the phone needed to be replaced. They were to send a new identical phone to replace the defective phone. I received the replacement phone today and it was a reconditioned phone and was a cheaper moder A13 phone. Through numerous attempt's I was unable to get any satisfaction to get a new replacement phone which is the same model or newer model.

  Customer Answer

  Date: 02/09/2025

  I am getting Fed up. I sent this to Tracfone as requested and they said the warehouse has not received my return. Do I have any recourse to get additional damages against Tracfone for what I have been going through. I get a call almost everyday asking to return the phone and I have done everything they have requested. Probably have spent over 5 hours on the phone with them. At this point I just want my money back which was listed below

  SubTotal
  $180.99
  Discounts
  $0.00
  Shipping
  FREE
  Order Total
  $180.99
  Checkout
  
  
  
  
  

  Business Response

  Date: 02/10/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/28/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your ******* Galaxy A15 device was defective and needed replacement per TracFone. You received the replacement phone; however, it was refurbished and is cheaper than your original phone.
  
  We reviewed the account with phone number ending in 0202; it was initially activated on 8/4/2024. Our records show that a ticket was created on 1/14/2025, to replace your phone due to a reported defective keypad, with reference number **********.  A replacement phone was shipped on 1/23/2025;however, *** Tracking number 1Z7X28F00255481311 shows that the package was returned to sender on 2/4/2025.
  
  Please note that TracFone Terms and Conditions under Limited Warranty indicates that All new Tracfone phones (except iPhones) are covered by a one (1) year limited warranty administered by Tracfone as set forth below. During the limited warranty period, Tracfone will replace or repair, at Tracfones sole option, any defective Products or parts with new or refurbished Products or parts if such replacement or repair is needed because of Product malfunction or failure during normal usage. Tracfone may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available. The replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.
  
  Notwithstanding the aforementioned, as courtesy, we may update the replacement phone ticket **********,with a comparable phone.
  
  We spoke with you via phone number ************ on 2/10/2025, and discussed the aforementioned information. We offered to send you a reconditioned ******* Galaxy A54 5G; however, you mentioned that you would not accept a replacement phone which is not new, or a refurbished phone with only 90 days of warranty. We informed you that as per policy, new replacement phones can be shipped if the original phone is new and is within 15 days of activation;however, you declined the information and mentioned that you would still wait for a new phone to be shipped.
  
  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 1313335542.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 02/10/2025

  Tracfone called today and were going to send me an older model refurbished replacement Phone to replace my damaged phone. My phone still has 6 months warranty and the refurbished phone is 9 months older and they would only provide me with 3 months warranty. Is there anyway to get my money back so I can get a new phone or make them responsible to give me the same new phone or an upgraded new phone. I am very frustrated with how long this is taking with no conclusion.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22866644
  
  Tracfone called today and were going to send me an older model refurbished replacement Phone to replace my damaged phone. My phone still has 6 months warranty and the refurbished phone is 9 months older and they would only provide me with 3 months warranty. Is there anyway to get my money back so I can get a new phone or make them responsible to give me the same new phone or an upgraded new phone. I am very frustrated with how long this is taking with no conclusion
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/11/2025

  so what is next

   

  Business Response

  Date: 02/21/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/11/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your original phone still has 6 months warranty left; however, it is going to be replaced with a refurbished phone with 3 months warranty left.With this, you would like to get a new phone of the same model as the original,or get a refund so you could purchase a new phone.
  
  Please be advised that TracFone Wireless Return Policy indicates that if you purchased your TracFone phone from TracFones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. In addition, to be eligible for a return, you must return the phone in like new, working condition,returned in the original manufacturers packaging with all included accessories, including device, battery, charger, and manual. The phone must not have any liquid or physical damage.
  
  On the other hand, as in our initial response, an original NEW phone can be replaced with another NEW phone if it is still within 15 days from activation. A refurbished phone will be sent as replacement if the original was activated beyond 15 days,as per policy.
  
  We reviewed your account and determined that a refurbished ******* Galaxy A54 5G was sent as a replacement and was delivered to *************, **, on 2/13/2025. Our records show that the replacement phone with IMEI number ending in 2351 has yet to be activated.
  
  We spoke with you via phone number ************ on 2/20/2025. We still could not confirm the return of the phone; therefore, we have sent an escalation to confirm if the phones were sent back to the warehouse. On the other hand, please be advised of the aforementioned TracFones Return 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 **********.
  
  Based upon the foregoing, we will contact you once we received updates on the escalation we have sent. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  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 2/11/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your original phone still has 6 months warranty left; however, it is going to be replaced with a refurbished phone with 3 months warranty left. With this, you would like to get a new phone of the same model as the original, or get a refund so you could purchase a new phone.
  
  Please be advised that TracFone Wireless Return Policy indicates that if you purchased your TracFone phone from TracFones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. In addition, to be eligible for a return, you must return the phone in like new, working condition, returned in the original manufacturers packaging with all included accessories, including device, battery, charger, and manual. The phone must not have any liquid or physical damage.
  
  On the other hand, as in our initial response, an original NEW phone can be replaced with another NEW phone if it is still within 15 days from activation. A refurbished phone will be sent as replacement if the original was activated beyond 15 days, as per policy.
  
  We reviewed your account and determined that a refurbished ******* Galaxy A54 5G was sent as a replacement and was delivered to *************, **, on 2/13/2025. Our records show that the replacement phone with IMEI number ending in 2351 has yet to be activated.
  
  We spoke with you via phone number ************ on 2/20/2025. We still could not confirm the return of the phone; therefore, we have sent an escalation to confirm if the phones were sent back to the warehouse. On the other hand, please be advised of the aforementioned TracFones Return 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 **********.
  
  Based upon the foregoing, we will contact you once we received updates on the escalation we have sent. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive Resolution Department

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22866644
  
  I am rejecting this response because: I refused the phone as was directed by tracfone because they were going to send me a new ******* phone the same model i have. They told me to do that which i did
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/06/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/25/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you refused the package as directed to you by the customer service representative in order to send you a new ******* phone.
  
  We reviewed the replacement phone ticket # ********** and our records show that the latest replacement phone shipped on 2/11/2025, with IMEI number ending in 2351, was delivered to *************, ** on 2/13/2025, with reference *** tracking number ********************* addition, our warehouse has not confirmed the return of the aforementioned replacement phone. Notwithstanding the TracFone Wireless Terms and Conditions,as courtesy, we will send you the replacement phone once our warehouse confirms the return of the replacement phone. In addition, we verified that your account with phone number ending in 0202 is still active, and Usage Records indicate that the service is still being used.
  
  We attempted to contact you via phone number ************ and emails were sent to ******************* on 2/27/2025,2/28/2025, and 3/3/2025, to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email responses indicating that you bought another phone and that you are out of town for 3 weeks. As *** tracking shows that the phone was delivered and our warehouse has not confirmed receipt of the phone, your replacement phone will remain on hold.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 03/06/2025

  as I have stated before I am on vacation and will be home March 14th and will accept the $99 credit that was sent to me from **** of tracfone as a courtesy instead of the replacement phone as I have already purchased a replacement  phone . This should take care of my concerns.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22866644
  
  as I have stated before I am on vacation and will be home March 14th and will accept the $99 credit that was sent to me from **** of tracfone as a courtesy instead of the replacement phone as I have already purchased a replacement  phone . This should take care of my concerns.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22866644
  
  as I have stated before I am on vacation and will be home March 14th and will accept the $99 credit that was sent to me from **** of tracfone as a courtesy instead of the replacement phone as I have already purchased a replacement  phone . This should take care of my concerns.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/14/2025

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 3/7/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you would accept the $99 credit instead of a replacement phone, since you already purchased another phone.  
  
  We still have not confirmed receipt of the second replacement phone delivered to your address on 2/13/2025, with *** tracking number 1Z7X28F00257565754. Once we confirmed that the phone was returned back to the warehouse, we will proceed with the agreed $99 worth of service credit as courtesy.
  
  Since you mentioned that you are out of town, we have sent you an email to ******************** on 3/12/2025 and 3/13/2025, and discussed the aforementioned. We received your reply on 3/13/2025. You stated that you did not receive the replacement phone, despite *** showing that it was delivered. Per records, both the original and the second replacement phone is not yet returned back to the warehouse. We also spoke with you via phone number ************ on 3/14/2025, and informed you that we have not received the confirmation from the warehouse about the return of the phone. Once it is confirmed, we will proceed with providing the $99 service credit to your account.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will wait for the return confirmation and will proceed with your request afterwards. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 03/14/2025

  why is it closed  ?they made an offer of $99 CREDIT of service which I called to accept and they withdrew the credit.

• Initial Complaint

  Date:01/27/2025

  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 purchased a Tracfone and minute card as a gift for my dad as an early Christmas gift towards the end of November. Within a few days, the screen went blue. Unfortunately, I did not get to return it to ******* within 14 days because my dad was in the hospital. I have called them several times about a replacement phone and still have not received the replacement. They gave me reference number **********. They refuse to give an update just to call back every 4 -7 days.

  Customer Answer

  Date: 01/31/2025

  i have been in contact with trafone rep. ***** day she calls it the same thing- no resolution.  I am so tired of hearing them say the same thing over and over again: no tracking available. It's been over a month . i have been patience and will like my money back instead of their services. I will just prefer at this point to purchase him service with another provider. 

  Business Response

  Date: 02/07/2025

  Dear ***** **********:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you requested a replacement for your defective phone and were given with the reference number **********; however, you still have not received the replacement phone despite contacting customer service multiple times. In addition, you were not provided any updates and you were only advised to wait.
  
  We reviewed the replacement phone ticket number **********; it was created on 12/27/2024. An in-depth review shows that the shipment of the replacement phone was delayed because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you. We may look for another phone model comparable to your original phone, to expedite the shipment. Otherwise, we need to wait for the requested phone model to be available.
  
  We spoke with you via phone number at ************ on 02/05/2025, and discussed the aforementioned.  We updated the replacement phone ticket with a comparable phone, and you agreed to wait for the replacement phone to be delivered.
  
  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 TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 02/12/2025

  You didnt advise that the new phone that didnt get use was being ***laced with refurbished one. But I got phone & Ive been holding over 55 minutes with   ********** number ( Im still in the queue). A *** that answer on the ********** was not able to help activate. I called back & spoke with another ***resentative , she said I should get call in  5 minutes . I didnt get call back in 5 minutes. 
  I worked for 20 years for major cell phones companies ( ******, sprint, & ******* wireless) , we never did anything like this to our customers in technical support.  Unfortunately outages are beyond the provider control  but getting phone ***lacements & activate should be the pits. 
  

  Im trying get phone activated & taken to sumter today. Its now 538 pm est so I know youre still open to 7 pm. 

  Customer Answer

  Date: 02/12/2025

  I never got callback so I reattempted to call customer service. She said she cant activate phone . I provided the bbb case number, new imei , & meid number. **** will be closing soon Im still no answer at number provided in bbb case cause Im still holding . I sent screenshot . 
  
  
  I came straight home instead of going to my second job. I wasted time trying to get this phone activated since it came today.  I lost money & time today . 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22863673

  ---see attached--
  
  I never got callback so I reattempted to call customer service. She said she cant activate phone . I provided the bbb case number, new imei , & meid number. **** will be closing soon Im still no answer at number provided in bbb case cause Im still holding . I sent screenshot . 
  
  
  I came straight home instead of going to my second job. I wasted time trying to get this phone activated since it came today.  I lost money & time today
  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 02/13/2025

  I did not get callback today from executive representative as requested. I didnt get the minutes that was promised. Therefore, I want my money back from purchasing another card* today . $30.00. The phone or sim apparently is defective per rep * cause it doesnt connect to internet. we spent over hour troubleshooting . No he didnt replace sim . You need pull the call from tonight cause you will hear I told him I had meeting in 5 minutes at 7 pm. ********************************* redo steps we have done numerous time. He then went silence for long time after I made statement that he needs to check in replacing sim since he think its the sim. It now 722 pm, Im still waiting  for him respond. Im not hanging up till he responds. The call started about 550. 
  

  I originally was going give him high rating when I do survey but after long silence, it drop to zero. Im sending this message at 726

  Customer Answer

  Date: 02/13/2025

  I attached the length of entire call. He finally came back way later to line after I sent first email . He sent sim supposedly  but who know. Please send me refund for minutes because it was not given as prior stated. I sent proof where it had to be bought. Not happy about phone not properly working. 

  Business Response

  Date: 02/21/2025

  Dear ***** **********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/13/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you received the phone; however, you were not informed that you would get a refurbished phone as a replacement. In addition, the phone was not activated properly despite contacting customer service, and you did not get the minutes that was promised.
  
  Please be advised that TracFone Terms and Conditions indicate that the replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.
  
  We reviewed your account and determined that your phone number ending in 1091 was transferred to the replacement phone and was activated on 2/13/2025; however, our records indicate that the mobile data was not working. We apologize for any inconvenience this may have caused you. Transaction History shows that a ticket was created to send another *** to fix the ongoing issue with the mobile data connection, with reference number 1314277307.
  
  We spoke with you on 2/14/2025 via phone number ************, and discussed the status of your account and service concerns. The mobile data connection issue still did not work; therefore, we updated the ticket to expedite the shipment of the replacement *** card.
  
  Per our records,replacement *** card was delivered to ********, **, per *** tracking number 1Z85W83R0161692096.We spoke with you via same phone number on 2/21/2025, where in you confirmed receipt of the *** card. However, you mentioned that you are unable to work on it yet, and prefers to call us back once you are available.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 03/08/2025

  Minutes were not added as promised. 

  Business Response

  Date: 03/17/2025

  Dear ***** **********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 3/10/2025, regarding BBB Case number ******** complaint.
  
  Your follow up complaint states that you were promised that we would add minutes to your account; however, those were not added.
  
  We spoke with you on 3/14/2025 via phone number ************, and discussed the status of the account and service concern. We were able to address your latest concern about the service that was not reinstated on the account. As courtesy, we added a $30 Unlimited Talk/Text and 10GB of data for 30 days. In addition, we confirmed that the service of the phone number ending in 1091 are working properly.
  
  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 1314327133.
  
  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:01/27/2025

  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.

  On 10/31/2024, as a new Tracfone customer, I used a friend's ********************** Rewards Referral code when activating my Tracfone service, creating a Tracfone account, and joining the Tracfone Rewards program.1,000 points were Earned on 10/31/2024.***** points were Earned on 11/06/2024.Earned points can be redeemed after Tracfone's so-called "cooling off period", which is 60 days after the referral points are ********* is now 1/27/2025, and the ***** points are not available for redemption.I have contacted Tracfone Customer Support several many times, and they have refused to make my points available for redemption, nor have they been willing to explain the reason for not making the points available for ************* sum: TracFone CSRs were ineffective in resolving the issue, and refuse to honor the terms of their Rewards Program.Their team is fragmented, does not have visibility into my account, and refused to take effective action to resolve my issue.I want my ***** points to be available for redemption.

  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 27, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you joined the TracFone Loyalty Rewards Program and activated your service using your friends referral code, to earn Rewards points. However, after the 60-day cooling period, the points were still not added to your account, and you were not given information why it was not added, despite contacting customer service multiple times.
  
  We were unable to locate your account in our system using the available information. The contact number you included is invalid. However, based on our records, we determined that your contact number is ************.
  
  We spoke with you via phone number ************ on 1/28/2025, regarding the matter with your complaint. You provided your TracFone phone number ending in 5508. Your account is active and provisioned in our system as reviewed. Our records show that you have had pending points for joining the rewards and refer-a-friend program; however, the points were remove. To further investigate this matter, we submitted an escalation, with reference number 1313290826.
  
  Per investigation, your account was reviewed and it shows that the number of points that you have obtained from the Loyalty Rewards Program were adjusted after an internal review of how points were earned, which shows a violation of the terms and conditions of the program. You were contacted by the designated department on 2/8/2025 via phone number ************,and was informed about the matter with your complaint. Should you dispute the decision, please contact **************.
  
  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 1313292652.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22863554
  
  I am rejecting this response because:

  TracFone has fraudulently denied me ***** Rewards points. They are guilty of fraud.
  I have complied with all terms and conditions of the Rewards Program.
  
  TracFone at no time has specified which term or terms of the Rewards Program were violated.
  TracFone at no time has specified which condition or conditions of the Rewards Program were violated.

  TracFone has offered no evidence of their claim that certain terms and conditions were violated.

   

  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/18/2025

  Dear ******* ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 11, 2025, regarding BBB Case number ******** complaint.
  
  Your follow up complaint states you are still being denied to earn the ***** Rewards points, despite adhering to the Terms and Conditions. In addition, it was not specified which Terms and Conditions were violated, which resulted to this matter.
  Per our records,there is evidence that the accounts being referred as friends are being controlled, which is an indication of fraud, and a violation of the Terms and Conditions. Please note that TracFone Rewards Program Terms of Use, indicates that your online Rewards Account will be maintained and monitored by TracFone to record your activity in the Program, including the amount of Points you have accumulated. TracFone has the right to monitor all Rewards Account activity. If your Rewards Account shows signs of fraud, abuse, or suspicious activity, you may lose your Points and your Account may be suspended or terminated immediately.
  
  We spoke with you on 02/14/2025 via phone number ************, and discussed the aforementioned. We informed you of the particulars, which caused the ineligibility of the Rewards points.
  
  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 1313292652.
  
  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:01/27/2025

  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.

  My bill is past due, my husband was out of work he is now back. I asked for a payment arrangement but they denied me because i cancelled numerous previous ones but it was because of circumstances out of my control. However hes vack to work. I been a customer for **** and I asked to split my payment up and they denied me.

  Business Response

  Date: 02/07/2025

  Dear ****** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB case number ******** complaint. 
  
  Your complaint states you requested a payment arrangement to split your bill, but your request was denied.
  
  We attempted to locate your account by utilizing our tools using your name, number and mailing address. However, there was no account found.Hence, to address the matter we need to speak with you directly for assistance.
  
  We attempted to contact you multiple times via phone at ************** on 01/29/2025, 01/30/2025, 01/31/2025, 02/03/2025 and 02/06/2025 but we were unable to speak with you. Please know that you can only use the service when you add airtime to your phone and refill should not go beyond your scheduled Service End Date. Additionally, since we are a prepaid company, our system has no option to arrange a split payment for our customer.
  
  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 1313276489. 
  
  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:01/27/2025

  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.

  My 3 to 4 month old trac phone account with paid payments was given rewards points. Was told having to wait up to 30 days to turn in my rewards. This happened with in the last 30 days. I got text saying thanks for setting up a online profile i called and told tracphone i didnt register my account online and plus my line had been ported to another carrier. After i turn in my reward in about 2 weeks the account said i needed to verify my email. I could not verify and my email address and the promo code disappeared cause it would not send me a two step verification to my email and would not let change email address. I lost 1000 points that i was go use to buy internet services 3 GB I WAS TOLD NOTHING THEY COULD DO ABOUT MY MISSING REWARD POINTS! Reporting to *** AND TRACEPHONE OF THE FRAUDULENT ACTIVITY NO REMORE AND NO PROFESSIONAL CREDIT AND AFTER BEING PUT ON HOLD AND REPEATING THE SAME ANSWERS TO THE QUESTIONS OVER AND OVER I SAID PLEASE STOP ASKING ME THECSAME QUESTIONS OVER AND OVER AND GETTING OFF THE SUBJECT THREE TIME I WAS ASKED IF I WAS IN A HURRY YES IF I AM TRYING TO GET DATA AND YOU HAVEING ME GOONG IN CIRCLES

  Business Response

  Date: 02/04/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you lost ***** rewards points in your account. In addition,your account could not be validated because you are not receiving the codes via email, and you are not able to change the registered email in the account.
  
  Please note that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We reviewed your account with phone number ending in 7468, and account history shows that you received ***** Loyalty Rewards points by enrolling in the Loyalty Rewards Program. The points were available as of 1/21/2025, and on 1/23/2025, our records show that you used ***** points to redeem a $10 off Phone Promo code. The code should be sent to the registered email of your account.Please check all your inbox, including the spam folder, for the email with the promo code.
  
  We spoke with you on 01/29/2025 via phone number ************, and discussed the aforementioned. You mentioned that you still could not find the email with the promo code; therefore, we submitted an escalation to resolve this issue.
  
  Per escalation, the promo code is still active. With this, we have sent the promo code to your email ************************* on 2/3/2025. We received your confirmation via email, and you further requested assistance regarding the eSIM for your phone with IMEI # ending in 7445.
  
  We attempted to contact you via same phone number and email on 2/4/2025, to further assist you. We received your response via email; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  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 1313280688.
  
  Based upon the foregoing; we will close this matter unless we hear from you. 
  Thank you for choosing TracFone Wireless. 
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22860899

  I said I needed a new SIM card or eSIM my email or this TracFone bin Better Business Bureau complaint never informed me that my eSIM has been activated and not only has it been activated. It seems like its been added to a *************** policy of mine for the participants of the fraudulent activity thats been going on me not being notified me not being able to change my password me not getting a call from TracFone or a phone number to call.  Scammers and Fosters all day on the line seeing and try to get them to get them to repeat themselves to me about my issues so constantly happened to fraudulent people when a man tries to be more successful in life companies like this helps frauds
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/14/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/4/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you needed a new SIM card or an eSIM, but you were not informed that your eSIM has already been activated. You suspected that you not being notified, not able to change your password, nor not being able to call or be contacted by TracFone, is part of a fraudulent activity.
  
  Please note that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  Your account with phone number ending in 7468 is active with an iPhone SE per our records. Note that iPhone SE supports Physical SIM and eSIM activation. Our records show that your eSIM has been activated before. Latest activation of the eSIM of your phone shows that it was associated with your phone number ending in 7468, and the number was transferred and activated with the Physical of the same phone on 1/25/2025.
  
  We attempted to contact you via phone number ************ and emails were sent to ************************* on 2/7/2025, 2/10/2025, 2/11/2025, 2/12/2025 and 2/13/2025, to discuss the matter with your complaint. We received your email response on 2/12/2025,providing an alternate contact number ************. However, we were still; unable to reach you via call, and have not yet received your response to our latest email. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1313280688.
  
  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:01/27/2025

  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.

  last charge of 9.69 on 01/06/2025 , first seen on statement i think in nov. ask them to stop by phone call,by text and by mail , they done it again a couple weeks later in dec ***** ,i havv a trac flip that i buy minutes card ,unused roll over,i purchased cards from ******** for all 3 months ,they placed me on hold and transfered me a couple times after geting my info then the call was disconected,i call back 4 more times that day finaiiy got another person to take my info and complaint, very nice ,assuring me it would be took care of. i never agreed to any plan with them, but i have purchased minutes fom them late summer and again in fall. i never agreed to monthly plan ,the minutes roll over and a card/minutes last me2 to 3 months ,i only use for texting ,you cant do much with calling where i live,text get thfough ,and no good for internet,i have a land line and a lap top w/ wi-fi for that. the cell #********** , land line/ home#********** this account is for my social scurity check depoist each month of a little less than 1200. on a fixed budjet of this size ,thas a big deal to me,food banks/churches provide most of my food. if you can help me it would be a great help, having trouble with my emails ,but i will try to get that going shortly .thank you

  Business Response

  Date: 02/10/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/27/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you requested to stop the charges on your account since you are redeeming airtime using an airtime card; however, you are still getting charges since November 2024.
  
  We reviewed your account with phone number ending in 5688; it was recently transferred to a new phone on 1/27/2025,and is currently active in our system. Transaction History shows that airtime plan payments were processed via auto-refill in the months of November,December, and January. We also found airtime redemptions on December using airtime card purchased from a retailer store.
  
  Please note that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you via phone number ************ on 2/8/2025, and discussed the aforementioned. You mentioned that the system failed to cancel your auto-refill enrollment, which caused your account to continue getting charges.  As courtesy,we processed your refund request for the aforementioned months, and you agreed to wait for the refund. Please note that refunds may take 3-5 business days after processing; however, it may take up to 30 days, depending on your banking institution.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:01/27/2025

  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 not rolling over data ,card specifically states unlimited carryover with active service. MY data was zeroed out and not carried over as per card

  Business Response

  Date: 02/07/2025

  Dear **** *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you have not received your carryover data.
  
  Upon review, your TracFone account is active and well provisioned in the network. As we check the balance information of your account,the record shows two balance information. First, the balance of your current $15 airtime plan (unlimited talk, text and 1GB data / 30 days) added on 1/26/2025, with ****** MB data remaining.  Second, the overall accumulated remaining balance with 10GB data remaining. Due to a system error, you are only able to see the balance of your current plan. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.
  
  We spoke with you on 1/28/2025, 1/29/2025,1/30/2025, and 2/05/2025 via phone at ************ and the aforementioned were discussed. We made updates on the account as per reference number 131-377-1637. You confirm that the concern has been addressed, and the phone is working properly.
  
  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 1313237262. 
  
  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: 02/16/2025

   
  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:01/26/2025

  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.

  I purchased a product online and paid for express 1-2 shipping. When trying to track the order it tells me my order is still pending. I try to reach out for explanation only to get two different representatives one lied and said she was a manager the other lied and said she was apart of the corporate office. Neither could tell me what was going on. I asked for a refund I was told they couldn't do that either and that I needed to wait for whenever the phone is delivered to me and then I need to refuse the phone before they can complete a refund. I asked how can they accommodate the account then, I was told they have a department above "corporate" they will make that decision only after I receive me phone. One hour of back and forth no resolution or direct answers regarding the phone that I've order and paid for express shipping that I will not receive in the time frame which I paid for.

  Business Response

  Date: 02/03/2025

  Dear ****** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 26, 2025,regarding BBB case number ******** complaint.
  
  Your complaint states that you placed an order with an express 1-2 day shipping; however, you still have not received the order. In addition, you were advised to wait and refuse the package to cancel the order and get a refund.
  
  We reviewed your account and determined that you placed an order on 1/24/2025, with order ID *********. In addition, our records show that an escalation was already submitted on 1/26/2025 to review the status of the order. It was determined that the shipment was delayed because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you, and our records show that the shipment has been *********** tracking number 1ZY902R61336763794 shows that the package was delivered to *****, **, on 1/31/2025.
  
  We spoke with you via phone number ************ on 02/02/2025 and we confirmed that you received the device. We also transferred your phone number ending in 1008 to the new phone, per your request.
  
  If you should still require assistance, you can contact *****************************. 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 1313563964.
  
  Based upon the foregoing, we will close this case unless we hear from you.Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive Resolution Department
  

  Customer Answer

  Date: 02/03/2025

  I was contacted everyday per the *** from trac phone/Straight Talk. We was able to come to resolution that was agreeable. He made sure to keep in contact with me everyday. He agreed that services would be extended for the inconvenience, which we are waiting for that part to be completed. I greatly appreciate the BBB for helping get this problem solved

  Customer Answer

  Date: 02/04/2025

   
  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 contacted everyday per the *** from trac phone/Straight Talk. We was able to come to resolution that was agreeable. He made sure to keep in contact with me everyday. He agreed that services would be extended for the inconvenience, which we are waiting for that part to be completed. I greatly appreciate the BBB for helping get this problem solved
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 02/26/2025

  I reached back out to the company for the extension to which they promised on my sons account only to be told they do not do extension, they refused to transfer me to a manager team member and was told there was no notes on accounts. This phone company does not have good customer service nor the capability to run the company correctly. I should never have to go through this much trouble to get issues resolved.

  Business Response

  Date: 03/06/2025

  Dear ****** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 27, 2025, regarding BBB Case number ******** complaint.
  
  Your follow up complaint states that you reach out to receive the service extension promised to you, but you were declined.
  
  We apologize for any inconvenience you may have **************** assured we are here to help. We spoke with you on March 04, 2025, via phone number ********** and we manage to put the service extension to your account as a one-time courtesy. Reference numbers **********, ********** and ************** verified the transaction to be successful. No further assistance is needed.
  
  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 1315382388. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  

  Sincerely, 
  
  Executive Resolution Department 

  
  

• Initial Complaint

  Date:01/26/2025

  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.

  1/26/2025 Bought a new phone, activated through simple mobile website **** number: ***************, SIM number ******************** when I log onto the account it says my phone number ************** is active. But the phone doesnt work its has no signal and will not connect to service. Ive turned the phone on and off and called simple mobiles 1800 number Ive given the **** number to simple mobile on the phone and was told my by automated representative that the **** is active and to turn phone on & off and Ive turned the phone on & off at least 5 times since purchase it still wont work. I dont know what to do at this point I feel like Ive been ripped off. And I cant my money back. I just need my phone and service to work because I was gifting this phone to my nephew whos coming into town today.

  Business Response

  Date: 01/30/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 26, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that you bought and activated a new ************* phone, but the service does not work even after calling customer support for assistance.
  
  Upon review, the ************* account with phone number ending in 6301 with the device having an IMEI number ending in ********************************* the network. Your complaint states that the *** card of your device ends with 1257, but the *** card we have on file ends with 6318. Please know that a mismatch on the *** information will cause you not to have any phone service. With that, we need to verify your *** card information and perform updates to align registered ***.
  
  We spoke with you on 01/29/2025 via phone number ************; you stated that you returned the phone and lost your new *** card.Therefore, you preferred not to continue working on the process. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  
  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 1313155470.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing *************. 
  
  
  Sincerely, 
  
  Executive Resolution Department