Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Initial Complaint

Date:01/23/2025

Type:Product Issues

Status:

Answered

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 my Tracfone about two years ago. I lost the phone around January of 2024. I have been trying to cancel my account. ********************** will not cancel my account because I have forgotten my four digit code. The phone number was ************. My **** account is being debit every month for this phone. I would like for this account to be canceled and a refund of monies collected.

Business Response

Date: 02/06/2025

Dear ****** *********:

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

Your complaint states that you are still getting charges for the phone services that you are no longer using since your phone was lost around January 2024. You requested to cancel the account and get a refund; however, your request was denied since you forgot your security PIN.

********************** customers has an option to enroll accounts to auto-refill, which would automatically renew the service using the registered credit/debit card. This enrollment can be cancelled per customers request; however, ********************** 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 the account where the phone number ending in 2685 was last associated with; it has been inactive since 2/13/2021 due to non-renewal of service. Therefore, no charges were processed to the account since it has been discontinued since 2021.

We spoke with you via phone number ************ on 1/24/2025, and discussed the aforementioned. You mentioned that the phone number you posted in the complaint is incorrect, and that the phone that was lost has a phone number ending in 9308. The account is active and is enrolled in auto-refill with the TracFone $20 30-day unlimited plan. You requested to cancel the account and get a refund for the unused service; however, you failed to authenticate the account. As courtesy, we requested further account information and submitted an escalation to resolve this matter.

We received approval, and proceed with cancelling the auto-refill and deactivated the account on 1/30/2025. In addition, due to age of the Transactions, we submitted two requests to process the refund, with reference numbers ********** and **********. After the Transactions are reviewed, refund will be processed in 7-10 business days, or it may take up to 30 days.

We spoke with you again via same contact number on 2/5/2025, and discussed the aforementioned. You agreed to wait for the refund to be processed.

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: PM EST.

Please refer to email reference number ******* or Ticket Number 1312984871.

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

**************************************************

Initial Complaint

Date:01/22/2025

Type:Product Issues

Status:

Answered

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 Jan 1 2025 I was told by Tracfone my phone was defective and to send back and they would replace. I sent back and after 2 weeks though I better call, called on 1-15 and was told out of stock, would I accept another. I said yes, but why was I not contacted before this ? This was on 1-15 and I spoke with *** from the *********** ( where all there calls come from and make it very HARD to understand ) and she could not confirm my account because her emails would not come thru with code. After several attempts she asked me my pin number and i gave it to her and also she asked for the last numbers of calls i made from old phone. I gave her two and she confirmed my account to send new phone. She also said to use this info next time incase their emails don't come thru again . I did and tried 3 times yesterday with 3 different people from Tracfone to confirm account. NOT ONE could. I even offered to send code to husbands email , use last four numbers of CC on file or security code with no luck, they refused. Told me I would have to wait till my service contract was up in 2 more months before could confirm so...I would be out of 3 months of service I paid for and a phone...I want either my phone restored in the next two days( Jan 22 -24) or refund my account for the 3 months. ( I have a new CC card number now if refund is required )

Customer Answer

Date: 01/22/2025

I have decided to go with another cell phone company out of total frustration on to many occasions and not wanting to wait another 2 months for a phone I need .So I just want a refund for the time time of Jan1 2015 to March 14 2015. that I had pre-paid. They told me I could not have this money refunded because they could not verify my account because "their " emails would come thru from overseas with a code. Although, there were other ways as I expressed in initial complaint.

Business Response

Date: 01/29/2025

Dear ******** *******:

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

Your complaint states that your phone stopped working on 1/1/2025 and you returned it for a replacement; however, you were told that it was out of stock after two weeks, and you agree to get a different phone. In addition, you failed to authenticate the account despite using the same account information which was previously confirmed correct. You are requesting to restore your account, or get a refund for the remaining three months.

Please be advised that TracFone Wireless Terms and Condition indicate that airtime plans, used or unused, has no monetary value, and is non-refundable.

We reviewed your account, and determined that a ticket was created on 12/23/2024 to replace your phone, with reference number **********. However, the replacement phone was not shipped immediately because the requested phone model is out of stock. Nonetheless, a different replacement phone was delivered on 1/21/2025 to ***********, **, per *** Tracking number 1Z7X28F00255888543.

We need to transfer the phone number and remaining balance of your old phone to the new one; however, we need to authenticate the account. Please note that TracFones 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 on 1/28/2025 via phone number ************, and discussed the aforementioned. We tried to let you authenticate the account before we process any changes to your account;however, you refused to follow the process, and ended the conversation saying you will file another complaint.

If 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 1313001539.

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: 22843490

I am rejecting this response because: It really stinks that they get away with this , but if you read their reviews this company has a distinctively bad reputatonThey had many ways to verify my account, they chose not toclose it up, I will place a few reviews online myself.

Sincerely,

******** *******

Initial Complaint

Date:01/21/2025

Type:Service or Repair Issues

Status:

Answered

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 reached out to ******* as well as other phone companies to receive a quote if I were to switch phone companies & the representative that assisted me signed me up for services when I initially informed him I was just calling around for a quote. After contacting ******* numerous times I was able to speak with a Supervisor to whom stated she would cancel the account seeing no usage had been made, I don't have any phones with ******* & because it was done without my consent this call was recorded. I have now been receiving calls from a 3rd party that ******* sold the account to whom is now requesting *********** never had an account with *******. Can someone Please look into this?

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 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that a ******* representative signed you up for service when you are only calling for a quote if you are to switch service provider. You called ******* to have the account cancelled, but you are now getting calls from a 3rd party company requesting payment.

We attempted to locate your account by utilizing our tools using your name, email, 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 spoke with you on 2/03/2025 via phone at ********** and you stated that your complaint is intended for ******* Wireless and not TracFone Wireless or its affiliated brand. You have no account with us and agreed to close the case.

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 1313286819.

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:01/21/2025

Type:Sales and Advertising Issues

Status:

Resolved

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 signed up for service on 12/16/2024. In the last 30 days I've had to contact Tracfone for a disruption of service 4 times. I used my phone flawlessly with my prior carrier. Each call ends with them doing something on their end that gets my service started. Then it stops again. In a critical moment it is essential to have a working means of communication. I paid for a service. I expect the service I paid for. I am not getting the service I've paid for.

Business Response

Date: 02/05/2025

Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues with your phone service in the last 30 days.The issue has not been fixed despite contacting customer service multiple times.

As reviewed,your account is active and well provisioned in the system. Our records shows that phone was activated on 12/16/2024 and account was enrolled in automatic refill program with $20 Unlimited Talk and Text, 4GB of data for 30 days. In addition, we determined that you have ******* Coverage in your area. However, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength,the terrain and your proximity to buildings, foliage and other obstructions,weather and other conditions.

We spoke with you via phone number ************ on 1/22/2025, and discussed the aforementioned. You mentioned that your mobile data is not working. Our Network Analyst confirmed that your device is properly provisioned in the network and we were advised to wait 24 to 48 hours to restore your data connection. However,we received your call on 1/30/2025, and you mentioned that your mobile data is still not working. In addition, your $5 auto-refill discount was not applied to your account, so you asked for compensation due to the issue you encountered.With this, we extended your service, submitted an escalation to resolve the issue, and we agreed to contact you once we received 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 **********.

Based upon the foregoing, we will wait for the updates regarding the submitted escalation, and we will contact you afterwards. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department

Customer Answer

Date: 02/05/2025

As you can see from their communication. I signed up for a $20 plan with unlimited talk/text a 4gb of data. This was an advertised promotion for $5 dollars off for the first two months. This promotional discount did not get applied to my account as of this date 02/05/2025. Now I am one person and this is only $10 in total. Now according to a quick ****** search Tracfone has 20 million customers. If this same thing has occurred to even half of them. That would be an enrichment of $100 million.

As for the data issue. Seems since my many conversations with Tracfone this issue has been resolved internal to Tracfone. It had nothing to do with my location or the use of any particular towers. My service date was extended by 3 days. Never the less I would like this complaint and the information contained within to be made available so the consuming public sees and understands what they are getting themselves into. For now I will continue to do business with Tracfone. But it will go forward guarded and documented.

Customer Answer

Date: 02/05/2025

Complaint: 22838469

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 February 5, 2025, regarding BBB Case number ******** complaint.

Your follow up complaint states that you sign up for the $20 unlimited talk, text and 4GB data with an advertised promotion for $5 off for the first two months. However, the discount was not applied.

Upon review, the TracFone account is active and enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. By enrolling in Auto Pay, a discount on your bill will be provided. In an in-depth review, we found that your previous two redemptions were made via web, and the second one was with our customer service representative; redemptions are not via Auto Pay to receive the discount.

We spoke with you on 2/13/2025 and 2/14/2025 via phone at ********** and discussed the status of your account and service. It was confirmed that the service works. Your latest redemption on 2/14/2025 reflects to be via Auto Pay and shows that the $5 discount has been applied. No further assistance 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 1312887199.

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: 02/14/2025

The information provided here is not entirely accurate. I enrolled in the autopay program as shown in my documentation on 12/17/2024. The payment made to the representative in January was due to an error with Tracfone to properly make the withdraw. Again looking at my documentation you can see the date of enrollment and that the transaction was approved. As of 02/14/2025 there has been a successful autopay withdraw in the amount expected. So the issue with Tracfone whatever it was, was corrected. My service is working as it should, again by actions taken by Tracfone. The autopay situation was fixed, by Tracfone. And only because of my communication with the BBB. It is vitally important that people see and realize they have an avenue of redress when not receiving the service promised.

Customer Answer

Date: 02/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The information provided here is not entirely accurate. I enrolled in the autopay program as shown in my documentation on 12/17/2024. The payment made to the representative in January was due to an error with Tracfone to properly make the withdraw. Again looking at my documentation you can see the date of enrollment and that the transaction was approved. As of 02/14/2025 there has been a successful autopay withdraw in the amount expected. So the issue with Tracfone whatever it was, was corrected. My service is working as it should, again by actions taken by Tracfone. The autopay situation was fixed, by Tracfone. And only because of my communication with the BBB. It is vitally important that people see and realize they have an avenue of redress when not receiving the service promised.

Sincerely,

***** ******

Initial Complaint

Date:01/19/2025

Type:Customer Service Issues

Status:

Resolved

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.

Subject: *************************** Issues and Lack of Support Dear Tracfone Customer Service,My name is ***** and my account number is *************]. I am writing to formally complain about the ongoing issues with my phone service. Despite paying for my service and purchasing extra data twice, my phone remains inoperable. I was assured that I would have service for one year, yet that has not been the case.Additionally, my attempts to reach customer service have been frustrating. I have been placed on hold multiple times without any follow-up or resolution.I kindly request that you resolve this matter by restoring my service, or providing a refund, Thank you for your attention to this urgent issue. I look forward to your prompt response.Sincerely, ***** ********* *********************

Business Response

Date: 01/29/2025

Dear ***** *********:

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

Your complaint states that you are having issues with your phone service, and despite calling customer support, the issue remains unresolved.

We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We spoke with you on 1/22/2025 via phone number ********** and you stated that you wanted to have service on the phone with the **** number that ends with 3714. Upon review, we found that the device was associated to a phone number ending in 1375, but the number and service was transferred to another device with **** number ending in 1661 on 1/15/2025 with reference number **********. Due to a system error, the system was unable to assign a new number to your old phone with the **** number ending in 3714 and we had to escalate it with reference numbers ********** and **********. We found that another transfer was made to your number ending in 1375 on 1/25/2025 with reference number **********. During a follow-up call on 1/28/2025, you confirmed to have been using the new device with **** number ending in 5519 and number ending in 1375. However, the text messaging is not working. To resolve it, we made an update to the account with reference number **********. You confirmed that the service is working, including calls, text and data, and agreed to close the case.

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 1312772043.

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: 01/31/2025

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:01/17/2025

Type:Service or Repair Issues

Status:

Answered

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.

Just a complete revamping of total wireless service, inability to get an operator, to get assistance for ***. The fact that you get hung up on by a computer, its one thing to get hung up on by a person, but just to a computer be so dumb or not know how to get through it instead of getting you to an operator so that you can get help, theydisconnect you so all the time you spent and time is worth money I had to take time away from what I was doing, Id say time away from I had to take time away from rest. I had to take time away from making money to speak to them while they are being paid to speak to me and didnt have to do it all over again and again and again.

Business Response

Date: 01/14/2025

Please see attached

Business Response

Date: 02/12/2025

Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 21, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the automated system was unable to connect you to customer support to receive assistance.

We value our customers and take their complaints seriously.Additionally, we apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Upon review, your Total Wireless account is active and the record shows that the service is being used.

We spoke with you on 2/01/2025 via phone at ************ and as we tried to assist you, you requested for callback instead. We tried to call you back again on 2/2/2025, 2/5/2025, 2/6/2025 and 2/10/2025 but with no success. The emails we sent via ******************** have not received any response as well.

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

Please refer to email reference number ******* or Ticket Number 1313526289.

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

Sincerely,

Executive Resolution Department

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