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

3,492 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/02/2025
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 have a prepaid service with Tracfone for long time but Tracfone just made my phone number inactive when my service term does not expire until 2027. I could not use my phone when I need it. When I was seeking help, they could only restore my number but my data, minutes were still gone and no agents can give me a good reason why this happened. Some said it is because I haven't the phone for 60 days, other said it may be caused I removed the sim to another phone. So much time was wasted by this company. If you sell a service, you should provide it.
Customer Answer
Date: 08/07/2025
Tracfone contacted me by the phone on 8-5-2025 and said they will help me to restore my number, and my minutes, text, and data. so far there is no data and minutes and I could not use the phone yet 8-7-2025
Business Response
Date: 08/26/2025
Dear ******* ****:

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

Your complaint states that your phone service became inactive, despite having service expected to last until 2027. When the service was restored, you were able to retain your phone number, but the balance for calls,text and data were not recovered.

Upon review, we found that your previous device with **** ending in 9094 was associated with a SafeLink account using the phone number ending in 4689. Records show that a system deactivation occurred due to this association with *********

However, more recent records show that on August 2, 2025,you transferred your number and service to a new device with **** ending in 3330, under reference number **********. While the transfer was completed successfully, the balance was not restored due to a system issue. We sincerely apologize for any inconvenience this may have caused. Please rest assured that we are committed to resolving such issues and improving our systems to prevent similar occurrences in the future.

We also spoke with you on August 4 and 7, 2025, via phone at ************. During these calls, we attempted to verify your device information, which you later provided via email at ****************** You shared the **** ending in 0642 and SIM number ending in 2229. Our records show that this SIM was associated with both **** numbers ending in 9094 and 0642.

On August 7, we received approval to update your account balance, and the necessary changes were made under reference number ************** confirmed that your services were working properly and that no further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1325799239.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/02/2025
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.
Purchased a full price sim card from TracFone Wireless, Inc. and was sent a card that would not work on the network they function under. The kit was ordered after they confirmed it would be compatible with my phone. Had they sent the correct sim card, it would have been. Once the issue was dicovered, I twice contacted support and requested a replacement be sent for a correct sim. I was told to "just purchase a new sim card" by both agents, even after trying to explain the situation. I was outright refused access to a supervisor as well when requested. When I expressed that I had no phone to make calls, one of the agents repeatedly gave me a phone number to call for help. I'm still not certain what their reasoning was for that behavior.The sim card was purchased online and proof of the purchase was directly on the account.
Business Response
Date: 08/19/2025
Dear ******** ******:

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

Your complaint states that you purchased a *** kit but the *** you received will not work with your phone. As a result, you request a replacement but you were advised to purchase another one instead.

Upon review, we found that your order for a Bring Your Own Phone (BYOP) *** kit was placed on July 28, 2025, under order number 1212-O20902TTF0. The order included a T-Mobile compatible *** and a $15 airtime plan, totaling $21.75. According to *** tracking number 1ZY902R60240770039, the package was delivered to your address on July 31, 2025.

Our records indicate that the *** card was activated upon delivery. However, it was deactivated on August 1, 2025, when you transferred your service and number to another device under reference number **********.Your account remains active and is properly provisioned on the network. Usage reports confirm that the service is currently being used.

We attempted to contact you multiple times via phone at ************ and sent emails to ********************* on August 4, 5, 6, 7, and 11, 2025. Unfortunately, we have not been able to speak with you, and no responses have been received to our emails.

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 1325802585.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/01/2025
Type:Sales and Advertising 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 paid Tracfone $30 4 days ago for phone and text. I had minutes left but was expecting a very important call about a possible lung transplant today! For some reason texts werent coming thru so when I tried calling cell phone not working either. I was on the 611 line for over 4 hours today trying multiple things and being told multiple different reasons. They tried to tell me I have safelink (which I havent had in 2 yrs). Then she tried to update account info and said I have to buy more minutes and they cant refund the $30 I paid just 4 days ago. I told her okay and then she said my credit card wont go thru. She said it wouldnt accept my name. Same card they charged on June 28th. I asked to speak with supervisor and she said no one above her. Ive been getting multiple texts today and am worried about being alone with no phone until I can get a new phone and different service. Im a senior citizen on oxygen who lives alone. This should be a crime! My daughter ordered me a new phone and Ill be put on her family plan but it takes ***** business hours and its only Friday now. Can I sue them if something bad happens because I cant call for help?!
Business Response
Date: 08/18/2025
Dear ***** ****:

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

Your complaint states that you paid for your service but days later, the service stopped working. You tried asking for assistance but concern was left unresolved.

Upon review, we found that you refilled your phone on July 28, 2025, with the SafeLink $30 Unlimited Plan via our automated system (IVR).While the refill was successfully processed, a system glitch prevented the network from recognizing the update. We sincerely apologize for the inconvenience this may have caused.

To resolve the issue, we reprocessed your plan refill under Reference Number: 1325791400.

We spoke with you on August 5 and 6, 2025, via phone at ************. During these calls, we shared the findings of our ***************** requested a refund, but on our follow-up call, we informed you that the refund was declined due to usage detected on your phone service. As a resolution, we offered an extension of service.

Subsequently, we found that you ported out your number under Reference Number: **********. Please note that porting out your number results in immediate deactivation of your Tracfone service, and any unused service days remaining in your plan are forfeited.

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 1325798305.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/28/2025
There is nothing more I can do but take my loss and at least hope to warn others. I also hope someone is reprimanded for the very unprofessional inept practices and lack of knowledge of their own product. They told me my iPhone was not compatible then it was I had safelink which I have not had in 2 yrs. Since that time I have used tracfone., (I had just purchased mins 4 days earlier and they talked me into buy more mins!) then they said my card would not enter into their system(?) I was on the phone for hours!about this. The last person I spoke with was extremely rude.
So I went 5 days without a phone and the day I got my new phone and set it up miraculously my iPhone 7 suddenly worked! The response to my complaint was totally false. I cant even begin to explain the amount of stress this caused me. I wasnt going to bother responding but after a week I decided it is important enough. I missed a scheduled phone appt with my pulmonologist about a possible lung transplant! This was a nightmare that they caused!
thanks for listening-
Customer Answer
Date: 08/29/2025

Complaint: 23689286

I am rejecting this response because: There is nothing more I can do but take my loss and at least hope to warn others. I also hope someone is reprimanded for the very unprofessional inept practices and lack of knowledge of their own product. They told me my iPhone was not compatible then it was I had safelink which I have not had in 2 yrs. Since that time I have used tracfone., (I had just purchased mins 4 days earlier and they talked me into buy more mins!) then they said my card would not enter into their system(?) I was on the phone for hours!about this. The last person I spoke with was extremely rude.
So I went 5 days without a phone and the day I got my new phone and set it up miraculously my iPhone 7 suddenly worked! The response to my complaint was totally false. I cant even begin to explain the amount of stress this caused me. I wasnt going to bother responding but after a week I decided it is important enough. I missed a scheduled phone appt with my pulmonologist about a possible lung transplant! This was a nightmare that they caused!
thanks for listening-

Sincerely,

***** ****
Business Response
Date: 09/02/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2025,regarding BBB Case number ******** complaint.

You expressed your dissatisfaction on the service and how you were assisted by customer service in your follow-up complaint. In addition, you mentioned that your phone started working after receiving the new phone you decided to purchased.

We appreciate your feedback regarding her negative customer service experience.We value customer feedback to support future improvements. We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future.

We have contacted you on September 1, 2025 via phone number ************, and discussed the matter with your complaint. However, you mentioned that you already ported out your phone number.

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 1325798305.

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

**************************************************
Initial Complaint
Date:08/01/2025
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.
This is the second time TracFone has zeroed my minutes and texts in two months. 1st time in June 2025; after groveling with their customer service and requesting escalation which never happened and many frustrating hours with customer service , which deny all requests was transferred to the fraud **** which indicated to me to tell the *** to add back all lost time and texts which took over 3 weeks to do, and still had grovel by end of June 2025, ***** minutes were added to the account which had been zeroed out as well as ***** texts which zeroed out. Then again 7-31-2025 for a second time account zeroed out. This time more difficult and hours of time wasted. Tracfone has no explanation to what happened to the balance but would graciously add 836 minutes of minutes and text. Not good enough tracfone stole ***** minutes and ***** texts. At this point tracfone have added back ***** minutes and ***** texts. Sent to escalation for further research the agent with escalation doing the research sent info to ****************** to request fulfillment of the 8600 minutes and 3600 texts still missing. ****************** denied request to release still missing minutes and texts. THE END according to tracfone. Spoke with another executive resolutions agent who indicated that these are glitches with *******'s system which is ongoing. Agent indicated to call resolutions back next week to check to add remaining minutes and texts to account, as unable to do at this time. Will call 8-9-2025 to see where we stand. TracFone gives no explanation as to why balance went to zero. Their ****************** CHERRY PICKS scenarios in their favor for their resolution to do nothing for the customer and is a game to **********************. Sent an email to TracFone Customer Retention, no response, typical Normal Operating Procedure for TracFone. This company needs to be brought into line they lie , cheat, steal with no explanation and their word is the final with no customer satisfaction.
Business Response
Date: 08/18/2025
Dear ***** *********:

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

Your complaint states that your minutes were removed from your account for the second time. You called customer support for assistance and still lacking 8672 minutes and 3689 texts.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, due to an unexpected system error, your balance expired prematurely prior to the actual service end date causing your account to display a zero (0) balance.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

To resolve the issue, we have successfully restored your correct balance, as referenced in ticket numbers: 132-542-2287, 132-554-9259, 132-555-3763,and 132-565-3953. Additionally, we have implemented system adjustments to prevent this issue from recurring.

We contacted you on August 5, 2025, via phone number ************,and you confirmed that your balance has been successfully restored. No further assistance was required at that time.

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

Please refer to email reference number ******* or Ticket Number 1325843981.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/2025 called Tracfone to notify them that my phone was not working properly. It was getting stuck and I was unable to make calls or use the phone. I was told to return the phone to them and upon receipt of my phone I would receive another phone. Tracfone returned to them on 5/31/2025 and they received it on 6/4/2025 reference shipping label tracking # 1Z6980XX9070188511.I have not received a replacement phone. Called several times with customer service (It was like banging my head against the wall). Very poor customer service. Gave them the same information each time, however am told I will get a new phone, but have not received it. I want a refund of everything with Tracfone. Will never do business with them again. I purchased a yearly plan and had funds left on it, which will expire soon.
Business Response
Date: 08/18/2025
Dear ***** ******:

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

Your complaint states that you returned a defective TracFone device and was promised a replacement phone. However, you have yet to receive the replacement device. As a result, you are asking refund on your service.

Upon review, we found that on 5/12/2025, an out of warranty phone replacement request under ticket number ********** was created to replace your defective device. Records indicate that our warehouse received your damaged phone on 06/04/2025 via ***, per the tracking No. 1Z6980XX9070188511.However, due to the phones unavailability our facility failed to ship your replacement device in a timely manner. We apologize for any inconvenience this may have caused you. To provide resolution on the matter, we have created a new request to expedite the shipment of your replacement device under reference number **********. Our facility manage to shipped your replacement device on 8/5/2025, and per *** tracking number 1Z7X28F00257275068, the phone was delivered to your address on 8/7/2025.

We spoke with you on August 8, 2025 via phone at ************.During the call, you confirm receipt of the replacement device. We assisted you with its activated under reference number **********. We tested the phone and all the features are 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 1325783844.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/19/2025

Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:08/01/2025
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 was surprised to discover that SafeLink Wireless corporate name is under TraceFone Wireless. I just left Lycamobile and switch to SafeLink Wireless. I thought it was a blessing but today (8-01-25) I woke up in a nightmare. I was told "yes you can keep your Lycamobile number and bring it to SafeLink Wireless". When I talked to Vevelle (****** who is a manager) I was told that "unless you have the old account number from Lycamobile then you cant keep that number". I have the 4-digit pin and possibly all the other information that is needed. Now I would have to pay for another month or get out into a possible 1-year contract. To get the required information for Lycamobile to give to SafeLink Wireless. After the "floor supervisor and possible another manager" REFUSED TO TALK TO ME (is that how you serve the customer). According to Vevelle ******** and all parties REFUSED to give me the corporate information for SafeLink Wireless. God blessed me and found that information to report them to the BBB.I wish someone at SafeLink Wireless gave my all the details to keep my old phone number. I wish that SafeLink Wireless could correct this issue, but I am suffering because of other people lack of knowledge. I wish that call will tape so corporate can improve their customer service skills. That why I am reaching out to the BBB to possibly help because I don't know my new number. Now that is just to sad.
Business Response
Date: 08/18/2025
Dear ******* ****:

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

Your complaint states that you switch to SafeLink Wireless from Lycamobile and wanted to keep your old number. However, you encountered concerns in completing the port in request and is asking assistance regarding the matter.

Upon review, we confirmed that your application for the Lifeline program under SafeLink Wireless was submitted on June 27, 2025, and successfully enrolled on July 2, 2025. You opted to use your own device and are currently receiving the benefits of unlimited talk and text, along with 10GB of monthly data, which includes 5GB of hotspot data.

Our records also show that a free SIM card was delivered to your registered address. The ******** account is active and associated with a new phone number. Additionally, the usage report of your line indicates that the service is being actively used.

We contacted you via phone at ************** and email at ************************ where we received your responses indicating your request to port in your number. We successfully spoke with you on August 1******, and discussed the porting procedure. As per SafeLink Wireless policy,your phone number must be active with your current service provider to be eligible for porting. Additionally, you must provide the Number Transfer PIN (NTP), account number, and ZIP code associated with your current account.Without all the required information, we are unable to proceed with your port-in request. Please contact us once you have all the necessary details so we can continue with the process.

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 1325843129.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/01/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 10 2025, I ordered a sim card and $45 monthly plan to be delivered to my house. I paid a total of $52.52. I never received it. The proof of delivery shows that it was delivered, but the door it shows delivered to is not my house. I've reached out to *** and they say to talk to straight talk. Straight talk basically just wants me to wait. It's been 3 weeks and I'm just getting the run around. All I want is my money back
Business Response
Date: 08/18/2025
Dear ******** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 1, 2025, regarding BBB case No. ******** complaint.

Your complaint states that you ordered a *** card and a $45 plan from Straight Talk on 7/10/2025; however, you did not receive it despite tracking information saying it was delivered. In addition, you mentioned that the proof of delivery shows that the package appears to be delivered to a different address.

Upon reviewing your account, we found order number 5990-I19SRT211S, which was placed on July 10, 2025, for a BYOP *** Kit ending in 5874 and a $45 Straight Talk plan. This order, for a total of $52.52,was shipped via *** with tracking number 1ZY902R60240522486 on July 14, 2025.We also determined that the activation of the *** card has already been initiated,on the same date of delivery, to your account with an IMEI/Serial # ending in 6572. A portability process was initiated with the service plan you purchased,as noted in ticket number 1324480696.

We have attempted to contact you via phone number ************ and have sent emails to ********************* on 08/04/2025, 08/06/2025, 08/08/2025, 08/09/2025 and 08/11/2025 to discuss the matter with your complaint. We received and replied to your email on 8/4/2025;however, we have not received your responses to our latest emails.

If you should still require assistance, you can contact an agent at ************************; 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 # **********.

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

Sincerely,

Executive Resolutions Department
Initial Complaint
Date:07/31/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a *************** Tracfone from *** on 14 July 2025 Order# ********** Item #****** I tried to set up the phone, however, I couldnt connect the cellphone to make and receive calls. ******* Tracfone charged my bank account ( 2 times), on 21 and 22 July 2025 in the amount of $30.86 + $30.86 = $61.72 I returned the item to HSN on 22 July 2025 See tracking number.
Business Response
Date: 08/15/2025
Dear ***** *********:

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

Your complaint states that you purchased a phone through ***, but upon receiving it, you found the device to be defective. You decided to return the phone and request a refund. However, TracFone charged you twice for the airtime plan, each charge amounting to $30.86, for a total of $61.72.

Upon review, we found that your TracFone account with the number ending in 4752 is active and properly provisioned on the network.Records indicate that the number was originally associated with a ******** phone purchased through ***. The purchase history shows charges applied in June and July due to Auto Pay enrollment. On August 3, 2025, the number and service were successfully transferred to another device under reference number **********. The usage report for this new phone confirms that the service is actively being used.

We contacted you via phone at ************** and via email at ******************* On August 1, 2025, we received your response stating that you prefer to be contacted by email. In your message, you mentioned that you returned the phone to *** and requested a full refund. We responded on August 5, informing you that since the return was processed through ***, they would be responsible for issuing the refund for the phone. On August 6, you replied requesting a refund for the airtime plans instead. However, due to our account authentication policy, we were unable to process the request without verifying your identity. We requested to speak with you directly. A follow-up call was made on August 7, during which we shared the results of our investigation. You are not eligible for a refund due to uninterrupted service usage on your account. Secondly, you were unable to authenticate the *********** later chose not to proceed with the refund request and confirmed 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 1325595944.

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:07/31/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had ***************************** on my phone yesterday.I attempted to use my phone this morning and got recording phone had been deactivated and my dashboard showed 0 minutes and 0 texts.The *** with tracfone could only restore 1075 minutes and 1356 texts Would like to get my account balance restored. *** said all they could do.We have been through this just a month or two ago Thanks
Business Response
Date: 08/18/2025
Dear ****** *******:

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

Your complaint states that your service was deactivated,resulting in the loss of ****** minutes and ****** texts. After contacting support, ***** minutes and ***** texts were restored. You are now requesting assistance to recover the remaining balance.

Upon review, we found that your TracFone account ending in ***************** our system. However, a mismatch between the networks Service End Date and our records led to the deletion of your accumulated balance. We sincerely apologize for the inconvenience.

We spoke with you on August 2 and 3, 2025, via phone at **************, and shared the investigation results. Adjustments were made to restore your balance under reference numbers ********** and **********. Additionally,an escalation was also submitted to align your Service End Date with the network. You acknowledged the information provided, and no further assistance was requested.

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 1323572294.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/18/2025

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:07/31/2025
Type:Customer Service 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.
My balances were wiped out three months in a row. The first two times customer service reset the balances but the third time I was told the balances would not be returned.
Business Response
Date: 08/15/2025
Dear ***** ****:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated July 31, 2025, regarding BBB Case number # ******** complaint.

Your complaint states that your phone service balance were erased in three consecutive months. The balance were retrieved in the first two months;however, you were informed that the balance could not be returned in the third time.

In our review, your account is active with the phone number ending in 4368.Transaction History shows that you reported an issue with your accounts balance in the months of May and June. Our records show that the balance were corrected on these occasions.

However,you encountered the same issue for the month of July, and our records show that the balance was not restored successfully. This was due to an error we encountered in the system. We apologize for any inconvenience this may have caused you, and we have already corrected the balance. In addition, we submitted an escalation to correct the account, and prevent the same issue from happening.

We spoke with you via phone number ************ on 08/06/2025, and discussed the aforementioned. You confirmed that the balance was successfully restored and declared that no further assistance is needed.

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 1325607675.

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

*****************************************************
Customer Answer
Date: 08/18/2025

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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