Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,364 total complaints in the last 3 years.
787 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/22/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone once again zeroed out my balance and sms. 279 gb and service end date of Nov 15 2025 are correct. I had to contact BBB on 8-12-2025 for this same problem, was fixed on 8-29 with BBB help, My balance should be minutes ****** and sms 2810 I have screen shots to prove. Thank you, *** T
Business Response
Date: 10/06/2025
Dear ******* *******:

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

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

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

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

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

Please refer to email reference number ******* or Ticket Number 1326364912.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/07/2025

Better Business Bureau:

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

Sincerely,

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

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

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

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

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

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

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

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

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

Please refer to email reference number ******* or Ticket Number 1329013392.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/06/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:09/22/2025
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 have ported in and used one of the referral codes, while the website says earn 5000 points which was confirmed at the time by its staff when I consulted on the error, it only gave me 1500. This would be the difference between one month of about $50 phone plan and nothing at all. Furthermore, someone used my code and also only got 1500. This is extremely unfair and outright business fraud.Furthermore, the staff told me that I would be contacted in 24 hrs, but it's been two weeks, no one has contacted me.
Business Response
Date: 09/15/2025
Hello,

Please see the attached document.

Thank you.
Business Response
Date: 10/14/2025
Dear ******* ****:

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

Your complaint states that you ported in your number and used a referral code, expecting to receive ***** rewards points. However, only ***** points were credited to your account. Additionally, when someone used your referral code, only ***** points were granted instead of the expected *****.

Upon review, we found that your Total Wireless account with the number ending in ******************************************************************* September 2025 by porting in your number, under reference number 1327333278.

Your activation date also marked your enrollment in the Loyalty Rewards Program, for which you received: ******************************** your number, ***** rewards points for enrolling, ***** rewards points for using a referral code, and an additional two (2) ***** rewards points for successfully referring friends.

We spoke with you on October 4 and 6, 2025, via phone at ************. During the calls, you reiterated that the Total Wireless website had advertised ***** rewards points per referral, but you only received ***** points instead.

As agreed, we initiated further investigation into the matter and informed you that we would follow up with an update.

Our records confirm that, beginning August 28, 2025, the Total Wireless Loyalty Rewards Program offers ***** rewards points for each successful referral.

We made a follow-up call on October 9, 2025, to share the outcome of our investigation. During the call, we advised you to send a screenshot of the ***** points offer to support a possible escalation. However,we have not yet received any email from you.

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 1329019242.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/14/2025

Complaint: 23882767

I am rejecting this response because:
Upon our communication, Total Wireless keeps intentionally distorting and misinterpreting and misrepresenting my actual complaint.
No, nobody used my points. And no, my complaint is NOT about my point are pending.

My complaint has always been about one thing and one thing only, that Total Wireless did not honor their business promises of 5000 points per referral which I have 3 now so ***** points in total. Because the information is still on their website and is the reason I switched, yet they choose not to honor, it counts as advertisement fraud. Their offer of 1500 points is literally nothing but an insult.

Sincerely,

******* ****
Business Response
Date: 10/22/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date October 14, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that the main issue in your complaint is about the incorrect amount of points added to your account. You mentioned that it is supposed to be 5000 points per line; however, you only received 1500.

Per our previous response, we confirmed that you received ***** Loyalty Rewards points via Refer-a-friend program. In order to clarify this matter, we submitted an escalation to conduct further review and provide you with an appropriate resolution.

We attempted to contact you via phone number ************ and have sent an email to **************** on 10/15/2025 to discuss this matter. However, we were unable to reach you and have not yet received your response to our email.

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 1329019242.

Rest assured, we will contact you once we receive feedback from the escalation. Thank you for choosing Total Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 6 month plan Sept 20 for $84.74 w/unlimited talk and text and 6GB of data. I already had 6.52GB with the old plan that was expiring on the 23rd of Sept. It was to rollover. I was charged to my MC but the plan they sent me shows the old plan minutes of 5788 and text of 653 and GB of 6.59. It does show a new service plan end date of March 22 2026. All of the old plan is still showing after numerous calls and them telling me I don't need to see anything updated it's an unlimited plan. Nothing is current but the new service end date of March 2026. I need a current updated plan showing talk minutes and text time unlimited and GB usage to keep track of my new plan and usage. Call after call they tell me I don't need to see it on my phone just know you have it which is unacceptable. I also need my GB'S usage to show me the current usage. They claim they have no supervisors or managers there to help anyone and they know what they are doing. I called several times to try to get this resolved to no avail. It's like talking to a wall and they don't care either. If I'm charged $84.74 I need to know what I got for that money. I'm not rich. They need supervisors and managers! I need to see my new plan showing Unlimited talk and Text not old numbers and figures from an old plan. I also need my GB'S to rollover and show the current GB received (6.0) in addition to what I had with the old plan 6.59GB combined rollover. They also say I have 2 plans which makes no sense at all. I should and need to have only one plan. If the representative gave me the wrong plan then I should be either refunded with a new plan or correct what they've done without being sloppy which this is in additional to being unprofessional numerous times. I need this information current and updated on my end in my phone not just at their end. That's ridiculous and totally unprofessional and unacceptable. I need to see what I was charged for. Thank you.
Business Response
Date: 10/06/2025
Dear **** ********:

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

Your complaint indicates that you refilled your phone with a 6-month Unlimited Plan in September. However, the plan is not currently reflected in your account. Instead, your account only shows the accumulated PayGo balance. You are requesting that your account be updated to properly reflect the active Unlimited Plan.

We spoke with you on September 25, 2025, via phone at ************. During the call, you provided details for the account in question, associated with the phone number ending in 4467.

Upon review, we confirmed that your TracFone account is active and properly provisioned on the network. Records show that on September 20, 2025, you refilled your account with the ****************************** $77 airtime plan,which includes unlimited talk and text and 6GB of data for 180 days. You paid $84.74 for this transaction.

With that, we informed you that your account display both your Unlimited Plan balance and your accumulated PayGo balance. You requested that only the Unlimited Plan be shown in your account, but we explained that this is not possible. Since you have used both types of plans during your service, each balance remains visible to ensure transparency and control over your usage. Additionally, 3856 MB data was put into your account under reference number 132-907-2399.

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 1328962709.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/09/2025

Complaint: 23917068

I am rejecting this response because:

Sincerely,

**** ********
Customer Answer
Date: 10/09/2025
I have been told by several TracFone representatives that there is a glitch in the system and an error in the system and my phone can't show that I have unlimited talk and text. I don't know what the issue is or why you can't fix your system. I called Oct 9 and a man put me on hold and never came back to the phone. He called later and left a voicemail softly and I never heard a word he said. I called and talked to **** and asked him since the system can't be fixed which is absolutely ridiculous then I will need a written letter addressed to me from TracFone stating I have unlimited talk and text on my phone ************ until the new service date. Also **** compensated me on my phone ************ with the same unlimited plan that doesn't show on that phone either. Both numbers must be included in the letter honoring unlimited talk and text with the service dates listed. I need some confirmation stated since I have nothing on my phone. How unprofessional you can't fix this. I have no other recourse than the letter. If the letter is correct I will close the case however I will not say it's resolved. You need to fix your system. I certainly hope in the very near future if I buy a plan again your system honors it properly for me to see in my phone and I never need to go through this stress and unprofessionalism with TracFone again. I can't imagine anyone would find this acceptable in any way. **** Gilberti
Business Response
Date: 10/21/2025
Dear **** ********:

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

Your follow-up complaint states that the issue still has not been resolved, and expressed your dissatisfaction regarding the service you received. You indicated that your account must show the right amount of balance, and requested to receive a letter indicating that you have the unlimited plan on the specified date.

Per our previous response, we confirmed that you redeemed a 6-month unlimited plan for your phone number ending in 4467 in the month of September. As you requested, we have sent you an email indicating the service end date of your Unlimited plan. We have also included the plan information of your phone number ending in 2723.

We apologize for any inconvenience this has caused you, and appreciate your patience regarding this matter. Note that your account has Paygo and Unlimited plan balance. The Paygo plan balance will be consumed once the Unlimited plan balance expires.

We received your email responses from ***************** on 10/13/2025 and 10/14/2025, indicating that the information in the email is confusing. We have been unable to reach you by calling your phone number ************ since 10/11/2025. Nonetheless, please note that the Unlimited plan for your phone number ending in 4467 will expire on 3/19/2025, while the phone number ending in 2723 would be by 3/29/2025.

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 1330033867.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/22/2025
Dear TracFone, I have read the recent letter emailed to me. My phone number ************ states it has the Unlimited plan with an expiration date of March 23, 2026. It is a Paygo Plan with Unlimited talk minutes and Unlimited text , Data GB. That is acceptable.
My phone number ************ states it has an Unlimited plan Balance of 5.65GB with Unlimited Plan Expiration date of April 17, 2026. It is a Paygo Plan with Unlimited talk minutes and Unlimited text. Data GB. That is acceptable.
I wish to close this BBB complaint referencing the information above and hope in the future Your TracFone system will be resolved of error and glitches. Thank you. **** Gilberti

Customer Answer
Date: 10/22/2025

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.
Dear TracFone, I have read the recent letter emailed to me. My phone number ************ states it has the Unlimited plan with an expiration date of March 23, 2026. It is a Paygo Plan with Unlimited talk minutes and Unlimited text , Data GB. That is acceptable.
My phone number ************ states it has an Unlimited plan Balance of 5.65GB with Unlimited Plan Expiration date of April 17, 2026. It is a Paygo Plan with Unlimited talk minutes and Unlimited text. Data GB. That is acceptable.
I wish to close this BBB complaint referencing the information above and hope in the future Your TracFone system will be resolved of error and glitches. Thank you. **** Gilberti

Sincerely,

**** ********
Initial Complaint
Date:09/22/2025
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.
2 months ago filed a complaint with bbb for this same company concerning double billing. They remediation this by giving us talk time and text minutes and go data.for 2 years for my husband and 1 year for me. Since this was rectified. Both me and my husband have lost all our minutes on our phones I have called them once last month and twice this month with the same problem. But this time they aren't giving me gb data back. I Would like full refund if possible for all the over charges. To end using this company. 1
Business Response
Date: 10/06/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/22/2025, regarding BBB Case number ******** complaint.

Your complaint states that you were double charged previously, and this issue was rectified by adding calls, texts, and data balance to your account. Now both your and your husband lost all the minutes; however, the current issue was not rectified despite contacting customer service. Therefore, you are requesting a refund for all the double charges in your account.

Upon reviewing your account, we found the lines ending in 9953 and 3386 have ************** Our records initially showed a balance of ***** minutes, 0 GB of data, and ***** text messages. However, further investigation revealed that 9GB were added to your account per reference tickets ********** and **********. Further review shows that your current data balance is inaccurate.

On the other hand, the double charge you mentioned was for a payment made on 11/30/2024 online through our website. This matter was closed after we agreed to add the service plan to the account equivalent to the amount paid.

We spoke with you via phone number ************ on 9/26/2025, and discussed the status of your account and the matter with your complaint. Following our Terms and Conditions, we denied your refund request. However, agreed and successfully restored your data balance per reference ticket # **********. Consequently, you confirmed the balance has been corrected and that services are working properly.

If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1323858871.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/06/2025

Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:09/21/2025
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 an iPhone and service plan from Straight Talk (TracFone) wireless on September 5, 2025. On September 9, 2025, I got an email saying that the order was canceled. I called Straight Talk (TracFone) and they said that they no longer had the phone in stock. When I asked the representative to cancel the order, he said I would have to get a refund from my bank. When I called my bank the clerk said I should call back Straight Talk (TracFone) because I purchased the phone from them. As of today, I havent received my money back.
Business Response
Date: 10/06/2025
Dear ***** ******:

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

You stated that your order for an iPhone and service plan,placed through the Straight Talk website, was canceled, and that you have not yet received a refund.

Upon review, we found that your order placed on September ******, under order number 1503-1HR5TALR51, was canceled due to inventory constraints.Records show that you paid a total of $1000.22 for this order.

We contacted you on September 23, 2025, via phone at ************ to discuss your refund request. During the call, we agreed to escalate the matter under reference number ********** and committed to keeping you updated.

On September 24, 2025, an update regarding your refund request became available. Our refund team attempted to process the refund;however, an error occurred due to an open dispute with ******. You were advised to contact ****** for further assistance.

On September 25, 2025, we received a callback from you confirming that you had contacted ******. You were advised not to remove the dispute, and you chose to allow ****** to handle the refund process.

We attempted a follow-up call on October 5, 2025, but were unable to reach you. Additionally, we have not received a response to the email sent to *********************************.

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 1328906696.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/07/2025

Complaint: 23914491

I am rejecting this response because: TracFone wireless made no effort to resolve my complaint. I had to rely on ****** to settle this dispute. TracFone wireless sent me numerous emails stating the same thing over and over without refunding my money. They did nothing to assist me in addition, they asked me to close my dispute with ****** and then they will refund my money. When I consulted with ******, they said that if I cancel my complaint or have it closed before a resolution, they wouldnt be able to protect me if I didnt get my money back. After talking to them numerous times ****** settled my issue with TracFone wireless.

Sincerely,

***** ******
Business Response
Date: 10/16/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date October 7, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you were not assisted accordingly by TracFone Wireless regarding your refund request. In addition, you were advised to close your dispute with ****** to assist you with the refund request.

While we understand your desire to get a refund for the canceled order, as per our previous response, we avoided processing another refund request since we found a pending dispute you filed with ******. Processing another refund while there is a pending transaction could cause a potential delay on the request, which is why we advised to cancel the dispute so we could proceed with the refund from our system. We apologize for any inconvenience this may have caused you.

We spoke with you on October 8, 2025, via phone number **************. During our conversation, we addressed the previously mentioned issue regarding the refund of your order. You confirmed that you had already received your refund from your bank and that you no longer needed assistance from Straight Talk Wireless.

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

Please refer to email reference number ******* or Ticket Number 1328906696.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/21/2025
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.
My device was approved for unlocking on the Tracfone page, but the third-party link failed and your phone system doesnt recognize my IMEI. I am looking only to get my phone unlocked and had been a customer of ********************** for several years. IMEI:*************** Device Model: Moto ******* (XT2165DL) Previous Phone Number:**************
Customer Answer
Date: 09/21/2025
Please cancel this complaint. Although Tracfone didn't list the unlock number that worked on its website, I was able to find another phone number to unlock it and it worked. I didn't have the time to wait and fortunately AI's number worked.
If any other customers need it, this is what was listed for me:
2. TracFone Unlock Hotline
Call ************** and provide your IMEI or serial number.
Select options to unlock a device and request to speak with a live agent if prompted by automated menus.
Try calling during business hours (9 AM6 PM local time) and have your purchase date and any previous TracFone account details on hand.

Thank you for offering help when we can't get through to a company.
Initial Complaint
Date:09/20/2025
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.
August 28, 2025 Ordered iPhone 13 thru Tracfone Order ID *************** It arrived. Attempted Activation 9/10 thru 9/12 no success Again attempted Activation 9/19 3 different techs over 3 hours.Over an hour sitting beside the road so I had cell service and using my other phone to communicate with the Tech but since I had no wifi access there nothing that was attempted worked. Came back home and spent 2+ hours more working with another Tech NICOLANDIA.Retried the eSim activation multiple times, nothing worked. Again attemped Activation 9/20 Started out at 3:07 with ************** at 3:58 the chat was picked up by ***** ******* Gave him my ************ incase we got disconnected.5:32 Had the power go off and lost the connection.When the power returned I went back online and got ****** who wanted to start the whole process over again. Called ************** could not get a person. Hung up and tried the ************** Managed to get a woman had to go thru all the same processes again.Even deleted eSims again but the 5 different attempts and different phone numbers still showed in the cellular settings.Had me reset the phone to factory settings, Claimed she was documenting all the issues so that I could return the phone.7:56pm I finally get a Ticket #********** and transferred to a *****.Who started the whole got to do documentation routine all over again. It is now 8:34 pm and I am still connected to Tracfone waiting for her to get me the air bill so that I can return this phone. She has not asked for my mailing address. But she had me give her my email address. The Order # and sorts of other info. Their system would not let her generate a air bill so I will pay the return shipping.Send via *** get a tracking # to track it back to them will take 1 to 2 billing cycles (30 60 days) to refund my $300+ dollars.Address to return to ************** IMM Returns/Tracfone Order # {Ship_po, 0030}*************************************************.
Business Response
Date: 10/02/2025
Dear *** M *****:

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

Your complaint states that you made multiple unsuccessful attempts to activate the iPhone 13 you ordered from TracFone. You were later advised to return the device for a refund, but were required to cover the shipping cost yourself.

Upon review, we confirmed that you placed an order for an iPhone 13 along with a TracFone $15 Unlimited Airtime Plan on August 28, 2025,under order number 8322-C9F8CR00RR. The total payment of $300.79 was processed under merchant reference number B2C2025082861043734. According to *** tracking number 1ZY902R60241014050, your order was delivered to your address on September 2, 2025.

Our records show that you began attempting to activate the iPhone 13 on September 6, 2025, and made multiple service upgrade attempts, but none were successful. The latest attempt was recorded on September 20 under reference number **********. These actions left the new device, with serial number ending in 8052, deactivated.

To assist with the return process, a return label request was processed on September 20, 2025, under reference number 1328795947.

We spoke with you on September 22, 2025, via phone at ************. During the call, we shared the outcome of our investigation.However, the conversation was interrupted when you stated you did not wish to receive further calls and ended the call.

Per *** return tracking number 1Z6980XX9072204678, our facility received your returned device on October 1, 2025. Please note that refunds may take up to 30 business days from the date of receipt. We recommend contacting your financial institution to verify when the credit is posted to your account.

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 1328904454.

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: 11/09/2025
It is now November 9th and I still have not seen the refund for the return of the iPhone to my card on file with TracFone. I have been watching my mail as well as my email but nothing other than ads from them about purchasing a new phone.

Business Response
Date: 11/19/2025
Dear *** M *****:

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

Your subsequent complaint states that you still have not received the refund for the returned iPhone.

We apologize for the delay in processing the refund, and appreciate your patience regarding this matter. In the effort to expedite the refund process, a ticket was created on 11/15/2025, with reference number **********. Rest assured that we will follow-up on this escalation to complete your refund request.

We attempted to contact you via phone number ************ on 11/15/2025, and discussed the aforementioned. We agreed to contact you once we received an update on the request.

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 1328904454.

Based upon the foregoing, we will contact you once we received feedback and completed the refund process. Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 11/20/2025
I received an email confirming that they will be mailing a refund check. Here is the kicker you should receive it in the next 30 days.

I spent 2 weeks trying to get the ****** phone to work, multiple days, many hours. I sent it back as soon as I received the return label they received it on October 1st.
I was told when I called to tell them that they had received it that it would be 30 days before a refund would be issued. Then they could not refund my card that I had used to pay for it as my Bank was bought out by another bank. In the time it had taken them to decide that I did deserve a refund the card I used had been replaced by my new bank card (2 months time had elapsed from purchase until their attempt to credit my card. I had explained this to them. I had put my new card info on the account. But they told me they could not credit the new card since it was not the card used to buy it.
My suggestion to them was you have my mailing address, mail me my refund. Well, they had to see if that was possible to do. Now they have agreed to mail me my refund but the YOU SHOULD RECEIVE IT IN THE NEXT 30 DAYS is absolutely unacceptable.
As I have learned recently TracFone is now owned by the same group that owns *******. This whole process has been terrible. I work for a large company. We issued refunds to cards in a matter of days of receipt of returns, we issue refunds via check in a matter of days. I know this due to my position with the company.
This type of holding onto my funds for 30 days after receiving the returned item is highway robbery. Then to indicate that it can be 30 days more for the check they have finally decided I am owed is insulting. I will be terminating my business with TracFone. But due to the fact that they are part of ******* I will not be engaging in any business with ******* either.
And I will be giving them all the free advertising I can. I come from a very large family, Im Irish and have a long memory.
Fine them! On top of it all I had thousands of minutes and data time on the account that they lost when they were attempting set up the iPhone I had purchased.
Oh cant do anything about that They automatically took my payments every month now for multiple years.
Terrible service

Customer Answer
Date: 11/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less than satisfactory with me for these reason.
I purchased this iPhone in September. I spend 2 weeks working with various techs (and I use that term very loosely) multiple days and many hours. They received the phone back on October 1st. I was informed that it would take 30 days for my refund. Since they were unable to refund the $300 to the card that was used to purchase the phone and they cant refund it to my new card listed on my account they had to check and see if they could mail me a refund. Now I am told that a refund check will be mailed. No indication of the amount and YOU SHOULD RECEIVED YOU CHECK IN THE NEXT 30 DAYS.
I am throughly disgusted with their response, actions and the ability of their so called Techs and customer service people.
They will have had my funds for 2-1/2 months and the returned phone for two months from the looks of it. Totally unacceptable!

Sincerely,

*** M *****
Initial Complaint
Date:09/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This regards the current phone ************ When I last called sometime in April 2025. Was told I was eligible for a phone exchange. When I called twice today , once to confirm with SafeLink. Both told me the phone is no longer eligible. And the ******** *** said the phone hasn't earned eligibility based on "time". I thought bring with ******** for a number of years would still be eligible for a ***lacement. Or given credit for a refurbished phone. The last 4 IMEI 1555.They is the reason I have been with SafeLink for so long, as I had thought I still had a phone ***lacement or exchange warranty.
Customer Answer
Date: 09/24/2025
The representative think name was Vanari from ******* customer support called today ( 9-24-25 , 12pm CST) with "good news". And the escalation for a replacement phone was offered. They require I return the current phone back . Instructions will be sent to my email address. Along with a prepaid label.
Customer Answer
Date: 09/24/2025
The same *** from ******* support had called back at 12:51 pm CST. She told me I don't need to return the old defective phone. That the new, better phone will be mailed out to me in 3-5 biz days. Reference # **********

The BBB may wait for TracFone to respond back with this information. Or close as Resolved.
Initial Complaint
Date:09/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against TracFone Wireless due to deceptive and unfair practices involving their unlimited data plan and rewards points system.I am enrolled in an unlimited data plan. Despite this, the TracFone website/app allowed me to redeem my earned reward points for additional data. This makes no sense, since unlimited data cannot be topped up. By allowing this redemption, TracFone effectively tricked me into wasting my points on something I cannot use.When I contacted TracFone customer service, I was told they cannot refund or restore my points, even though the transaction was useless and unnecessary. They admitted that the system allows unlimited plan holders to spend points on data they will never need, and yet they refuse to fix the issue, restore my points, or provide a fair resolution.This practice is costing me real money. Reward points are a form of earned value, and TracFones system is knowingly allowing unlimited customers to waste them. I asked them to at least flag or disable this option for unlimited users, but they refused. This shows they are fully aware of the problem and are continuing it anyway.I consider this a deceptive and unfair business practice. A company should not be allowed to mislead customers into burning through rewards that have actual monetary value, especially when the product being purchased (extra data) is completely useless under the plan I am already paying for.I am requesting that the BBB hold TracFone accountable and demand the following:1.Immediate restoration of my wasted points.2.A $100 credit to my TracFone account as compensation for this loss and inconvenience.3.A change to TracFones website/app so that unlimited plan holders cannot redeem points for additional data.4.Assurance that other customers will not be misled and financially harmed in the same way.TracFones refusal to correct this issue demonstrates a lack of good faith and concern for its customers.
Business Response
Date: 10/02/2025
Dear **** June:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 20, 2025, regarding BBB Case number ******** complaint.

Your complaint states that, despite being enrolled in an unlimited data plan, Straight Talk allowed you to redeem your rewards points for additional data that you did not need. You are requesting the restoration of the rewards points used, a $100 credit as compensation, changes to the website or app to prevent users from redeeming points for unnecessary data, and assurance that other customers will not be misled or financially impacted in a similar way.

Upon review, we found that your Straight Talk account with phone number ending in 1959 is active and uses the $45 unlimited airtime plan.Our records show that on September 19, 2025, you have used your 500 rewards points to redeem a $5 data add-on plan.

Upon review, we found that your Straight Talk account associated with the phone number ending in 1959 is active and currently subscribed to the $45 Unlimited Airtime Plan. Our records show that on September 19, 2025, you redeemed 500 rewards points for a $5 data add-on plan.

We spoke with you via phone on September 22, 2025, at ************. During the call, we explained that the available redemption options were clearly displayed at the time of the transaction, and the redemption was not the result of a system error or mistake. However, as a courtesy, we initiated an escalation to explore the possibility of restoring your rewards points under reference number **********. Additionally, we granted extra service to your line under the reference number 1328892474.

You also mentioned experiencing issues making outgoing calls to business numbers. We attempted to troubleshoot your device on September *******, but you requested a callback for another day. Follow-up calls were made on September 25, 26, and 29, 2025, without success. We also reached out via email at ************************ but have not received a response.

Our analysis indicates that the network is functioning as expected. We recommend verifying with the recipient whether there are any restrictions or issues on their end that may be affecting your ability to connect.

Please note that, per policy, customers who redeem rewards points for service plans or add-ons are not eligible for refunds or restoration of points, even if the promo codes are unused or canceled.

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 1328886724.

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

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