Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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:09/18/2025
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.
Tracphone charged me for a line I did not use since 2023. I bought my son another phone and i called to have it activated. They told me they had to give him another #. They then created another line and left the other line active under their lowest tier plan (***** a month) unbeknownst to me. I called to tell them of their error once I became aware of it Sept 2025. They can tell the extra line was not used but refused to refund any money. I disputed with my bank but they refused saying I didn't report it in time and only credited me for the last 2 months.
Business Response
Date: 10/02/2025
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2025, regarding BBB Case number ******** complaints.

Your complaint states that TracFone Wireless has been charging you for a line that has not been in use since 2023, and that your request for a refund was denied.

Upon review, we found that the TracFone account with phone number ending in ****************************** Auto Pay under the $15 unlimited plan, which you are being charged $18.12 each month.

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.

We spoke with you on September 19, 2025, via phone at ************.During the call, you reiterated the charges taken from your bank account and that you only received two months refund by your financial institution. We tried to work on your case but you failed to authenticate the account in question, so we had to submit an escalation to bypass the account authentication procedure with reference number **********. We agreed for a callback once approval is received. On September 23, we finally received the approval to override account authentication process.

A follow up call was made on September 25 and 29, during which you were informed that we are only able to process a refund for the last six months charges. Therefore, since you mentioned about receiving two monthsworth of refund, we process a refund request for the month of September, June,May and April under reference number **********. We agreed to keep you updated on its progress and cancel the Auto Pay enrollment of the number ending in 3402.

As of October 1, 2025, we received a feedback that your refund totaling to $72.50 has been successfully processed. Please note that these credit posting will usually occur within 3-5 business days and you may contact your financial institution for the verification of this posting.

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 1328704693.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/18/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone locked up; I had it less than a year. they could not unlock my phone. sent me a *** mailing ticket. The broken phone was signed into their LaVerge, TN warehouse on 8/16/25 at 9:17am by ****. I have called their C/S **** 9 times....been lied to every time.... their automated system told me it had been shipped on 9/10 but they can't give me the *** tracking number. When I mailed the broken phone to them it took less than 1 1/2 business days to be delivered to them.... I am a 74 year old women that has been without a phone since 8/14! They won't let me talked to a manager.
Business Response
Date: 10/01/2025
Dear ***** Sunday:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 18, 2025, regarding BBB case # ******** complaint.

Your complaint states that you returned your phone for a replacement since it could not be unlocked despite getting assistance from customer service. It was confirmed to be returned on 8/16/2025; however, you still have not received the replacement phone.

In our review, it was found that a replacement request was issued for your damaged phone as per reference No. ********** on 08/08/25. It was noticed that the device needed to be replaced since after the troubleshooting, your phones screen could not be unlocked.

Thus, in order to assist you with the return of the device; we provided you with a pre-paid return label to ship the device as per *** tracking No. 1Z6980XX9005735239 via e-mail. Our records reveal that the device has been returned to our warehouse on 08/18/25. However, we noticed that the replacement phone could not be sent since the requested phone model is out of stock.

We spoke with you via phone number ************ on 09/19/2025 to discuss the matter with your complaint; however, you failed to authenticate the account. Please note that the customer must authenticate the account prior to providing account information or making changes. We requested further account information and submitted an escalation to gain approval in accessing the account. The information was verified and consequently, we updated the replacement phone ticket.

We spoke with you again on 09/24/2025 and updated the security questions of your account. In addition, as per *** Tracking No. 1Z7X28F00255561805; the replacement phone was delivered to ***************, IN on 09/26/2205. Looking into detail; it was found that your phone number ending in 1937 was successfully transferred on 09/26/2025 as per reference Ticket No. 1329144847. Currently the line is active with the **** (serial number) ending in 1394.

We spoke with you on 09/28/2025 and confirmed that the services are currently working properly. Thus, we came into terms that the resolution was provided accordingly.

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

Please refer to email reference number ******* or Ticket Number 1328698315.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/17/2025
Type:Billing 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'm writing because I've been using tracfone for over 10 years During the 10 years I have noticed a glitch whereby the "accidentally" double charge your account whenever you update your payment/enroll in autopay In this regard I am looking for retirbution/compensation for the numerous times I have been forced to call in to their call center for an adjustment and consume time out of my day The representative I just spoke to advised that this is not just affecting me This 'accidental ' glitch that your corporation refuses to fix or acknowledge is not fair to consumers and is seeming deceptive
Business Response
Date: 09/30/2025
Dear ***** *******:

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

Your complaint states that you have been double charged after you updated your payment method or when you enrolled in auto refill. You are requesting compensation for the time spent in resolving the issue.

In our in-depth review, for the month of September you used another credit/debit card to purchase a service plan. We found a payment processed on 9/16/2025, and another payment for the same plan was processed a couple minutes after, with reference numbers BP20250916622711579 and **********. We have also determined that one of the payments was refunded on the following day.

We have contacted you on September 23, 2025 via phone number ************ We informed you about the status of the refund, which you confirmed that you received. Meanwhile, you are requesting compensation. We made a follow up call on September 24, 2025 via phone number ************. We offered you compensation in a form of data replacement as courtesy; however, you refused the offer.

We truly regret the inconvenience caused by the double charge and the need to contact our customer service team. We understand how frustrating this experience must have been, and we appreciate your time and patience throughout the resolution process. Were sorry to hear that this did not meet your expectations.

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 1328647402.

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: 10/01/2025

Complaint: 23899234

I am rejecting this response because:

Hi Tracfone/ Verizon
I am displeased with how your *** has handled this matter and am not confident that the American consumer's best interest is at heart
I would kindly request an onshore escalation manager address the matter or will seek alternate recourse
In addition let the record show that I have been experiencing latent connection, unsolicited spam and corrupt applications suddenly appearing on device since initiating this ***ort and need addressed

Sincerely,

***** *******
Business Response
Date: 10/09/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/01/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were displeased with how our representative handled your previous issue. You were asking for a manager to handle this matter or for an alternate resolution. In addition, you mentioned that you are experiencing latent connection, and some applications suddenly appear on your device.

We acknowledge your request, and apologize for any inconvenience this may have caused you. We value customer feedback to support future improvements.

Nonetheless, per our previous response, the issue has been rectified in the following day, and that you have already received the refund. We also offered to add data to your account as courtesy; however, you refused.

On the other hand, we reviewed your account, and our records show that it is active and provisioned. Usage Records also indicate that the service is being used. In regards to the apps that suddenly appear on your phone, you may uninstall some undesired apps. Also, we advise you to avoid clicking on some unknown links.

We spoke with you on October 3, 2025, via phone number ************. We discussed the information that we found on your account and we offered 1 GB of data for compensation, which you agreed to have.

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 1328647402.

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

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:09/17/2025
Type:Delivery 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.
Dear BBB,I am contacting you because I have spent countless hours trying to resolve this issue with your online customer service ***** to no avail.Initially I was promised a call within 48 hours. I never received a call.I was repeatedly assured the device was in stock, and would be ********** husband attempted to contact help via subreddit, and was told to use alternative social media.The last straw was today, an agent telling me this would take "months to resolve" !I have an account with Total ********************** with 2 lines.I recently received a $200 upgrade credit on each line after being with TW for a year.I placed and paid for an order on each line. (iPhone 14) on August 27, 2025.The breakdown is as follows: Full Retail price: $299- $200 upgrade credit = $99 final cost + taxes = $105.23 for each device.I received the device ordered on the 1st line *************) shortly thereafter.The device order on the 2nd line *************) never shipped.Both orders were placed on August 27, 2025.Please find screenshots/documentation attached.I appreciate your time and attention to this matter.****** ***** Number I can be reached on: ************ ***************** *******************
Business Response
Date: 09/30/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on September 17, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you placed two separate orders for an iPhone 14 using your $200 upgrade credit, paying $105.23 for each device. However, you only received one of the two orders.

Upon review, we found that your second order (Order No.0090-1IAA3SI0T0) was processed on August 28, 2025. However, due to unforeseen inventory constraints, we were unable to proceed with the shipment of your order. We sincerely apologize for the inconvenience this may have caused and appreciate your understanding.

We spoke with you on September 18, 2025, via phone at ************* regarding the status of your order. During the call, we initiated an internal escalation process to address your concerns and agreed to stay in contact over the following days.

A follow-up call was made on September 26, 2025, during which we informed you that a refund would be processed for your order, as the device is no longer in stock. Additionally, an escalation was initiated to reactivate your promo code under reference number 1329320850.

Please note that your refund of $105.23 will typically be posted within 35 business days. For confirmation, you may contact your financial institution to verify the posting.

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 1328657711.

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: 10/04/2025

Complaint: 23898334

I am rejecting this response because: I still have not received the "TOTAL REWARDS $200 upgrade credit" credited back to my account as promised by multiple agents during the last few weeks. I have received a refund of the $105.23 that was paid, but I have not received the "TOTAL REWARDS $200 upgrade credit" credited back to my account.

Sincerely,

****** *****
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 dated October 6, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you received the $105.23 refund; however, the $200 Upgrade Credit is still not reinstated to your account as agreed.

We apologize for the delay and any inconvenience this has caused you. Per our previous response, we have sent an escalation to reinstate the Upgrade Credit to your account, with reference # **********. We reviewed the latest update on the escalation and confirmed that you were contacted on 10/5/2025 via phone number ************, and were given with the updated Promo Code.

We spoke with you on October 7, 2025, via phone number ************, and discussed the aforementioned. You confirmed with your husband that he already received the promo code.

If you still require further 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 the email reference number ******* or Ticket Number 1328657711.

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: 10/20/2025

Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:09/17/2025
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 tracfone is no longer providing services i previously had. I spoke to 2 customer service people, the first one had a heavy accent and spoke very quickly, and was too hard to understand, the second one gave me instructins to do on my phone rhat did not fix problem and after about a half hour hung up on me.
Business Response
Date: 09/19/2025
Dear ***** ******:

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

Your complaint states that TracFone Wireless is no longer providing the services you previously had. You also mentioned that you reached out to customer support twice for assistance, but the desired resolution was not provided accordingly.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

Upon review, we found that your TracFone account is active and properly provisioned on the network. The usage report for your line also indicates that the service is being actively used.

We spoke with you on September 18, 2025, via phone at ************. During the call, we confirmed that your phone service is working as expected. However, you requested assistance in enabling the predictive text feature on your device. We walked you through the setup process successfully, and 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 1328643552.

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: 09/22/2025

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.

Sincerely,

***** ******
Initial Complaint
Date:09/15/2025
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.
Complaining isnt always positiveMy TracFone account, for my iPhone, has caused several issues in the past few months (starting in October of last year)Ive had my Data, Talk, and Text totals go to ZERO a few times, and have had to call them each time for corrections each time having at least an hour+ talk time!Well, it happened again this weekend going from 9.69 GB Data/6,088 Talk/3,929 Text to 0/0/0! I have a yearly Plan, with unused total rollover.After about another 2 hour call (this time), I got my Talk and Text totals corrected BUT, was told that I would have to wait and call back after a 5 to 7 day wait, or my account would be flagged as FRAUD, and would be closed and banned!I only made 2 calls I was transferred from the first call, then wasnt called back for confirmation I called a second time, and was transferred 3 times! and still hadnt resolved my Data total!These calls (including the transfers) counted as 5 calls, which flagged me as FRAUD with TracFone!Ive been a TracFone customer for over 10 years! My iPhone is locked to TracFone!Ive had to take Screenshots of my Account totals, every few days, just to be able to dispute possible issues Ive had to contact them 4 times since October of last year!!!Im locked in to TracFone service on my iPhone, so I have no other options other than loosing my TracFone totals, and having to purchase another iPhone/Plan.This has been soooo discouraging!!!I like my iPhone 12 Pro, and really dont want to upgrade just yet!just venting
Business Response
Date: 09/19/2025
Dear **** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 16, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your account balance was removed,and this has been an ongoing concern. Most recently, your talk and text balances were restored, but the data balance was not. You also mentioned being advised to wait for the data to be reinstated, or risk having your account flagged as fraudulent and potentially closed.

Upon review, we found that your TracFone account is active and properly provisioned on the network. However, we determined that a system glitch caused the unexpected removal of your balance.

We sincerely apologize for any inconvenience this may have caused. Please rest assured that we are actively working to resolve the ******** part of our commitment to providing excellent customer service, we value your feedback and use it to drive future improvements. We will continue to take steps to help prevent similar issues from occurring.

We spoke with you on September 16, 17, and 18, 2025, via phone at ************** to discuss the status of your account and the outcome of our investigation. To resolve the matter, we reviewed your redemption history and usage report to determine your most recent balance. We then made the necessary updates to your account under reference number **********. You confirmed that you were able to view the updated balance information.

As a courtesy, we also added 100 minutes of service to your account under reference number 1328642228.

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 1328548110.

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: 09/23/2025

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:09/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/12 I had ***** gigabytes of data on my trac phone, with additional 6 gigabytes on reserve,which had been rolling over for several months. My service requires that I purchase a card every 30 days to renew services(was due by 9/14). On 9/13 I checked my balance before adding new card and balance was 0. I have text from trac fone proving my ***** balance. I Called trac fone and they said I have only 6 gigabyte balance from reserve. They cleared out my ***** account without cause. I explained to 2 people at trac fone they took ***** of data and they would not restore the data I had been accumulating. The data they took from me was about ***** value. I am seeking resolution assistance.
Business Response
Date: 09/23/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 15, 2025, regarding BBB Case number ******** complaint.

Your complaint states that ***** gigabytes of data were removed from your account, and you are seeking a resolution regarding this matter.

Upon review, we found that your TracFone account is active and properly provisioned on the network. Our records show that the latest redemption occurred on September 13, 2025, which added 10GB of data to your account.

To determine your current data balance, we reviewed both your redemption history and data usage. Based on this review, your account should have approximately 20GB of data remaining.

We spoke with you on September 21, 2025, via phone at ************, and shared the results of our investigation. However, you disagreed with our findings. During the call, we proposed that you send a screenshot of your claimed data balance, which you agreed to do. Unfortunately,we have not received the screenshot to date.

We followed up with another call the next day, and once again offered to add 20GB of data to your account as a resolution. Regrettably,you declined this offer.

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 1328543973.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/14/2025
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 had TracFone for many years. I am on the monthly plan with carry over data. I pay every month by buying a top-up card at the local convience store. I always top it up the day before my due date. I bought a card and went to top it up as usual the day before my due date and seen that ALL my data that I had accumulated over years was gone. Over 65 GB's of data gone. I also have a second plan on my phone which was a mistake because one time they gave me the wrong card at a *********** Station. That plan still has ***** GB of data on it but that is not the monthly plan that I pay for every month. So they took over 65 GB of data from me for no reason. I added to my monthly plan the day before it is supposed to expire. I tried calling TracFone but as usual they cannot not understand or simply don't want to understand and do something about this. I believe that if they just keep ignore me that I will go away but nothing could be farther from the truth. I want my lost data returned to me and don't want to be ignored by them.I feel that this is 100% fraud on their part. They could check their records and restore the lost data easy if they want to.I wish something to be done abouit this.Thank you
Business Response
Date: 09/26/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 15, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your carryover data of 65GB was removed from your account and you are seeking assistance in resolving the matter.

Upon review, we found that your TracFone account is active and well provisioned in the network. Our records show that you have been consistent in adding the $20 unlimited plan to your phone each month. To resolve the matter, with the aid of our investigating team, we pulled up redemption history of your phone and its data usage. We have then determine that a system glitch had removed your accumulated data balance.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

We spoke with you on September 18, 2025, via phone at ************ regarding the outcome of our investigation. During the call, we agreed to proceed with updating your data balance and committed to keeping you informed.

We have successfully restored your data balance, and the following reference numbers are associated with the updates: *********************, **********, **********, **********, and **********. We attempted to follow up with you via phone and email via ********************** on September 22, 24, and 25, 2025, but were unable to reach you.

Please be informed that your account now reflects a total data balance of 89.91GB. To verify this, simply text the keyword BALANCE to 611611.

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 1328457097.

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

Complaint: 23883212

I am rejecting this response because: Tracfone has still not added all my lost data. ********* they did restore they restored it in a different plan and not in my original monthly carry over plan. Also my monthly plan does not show a data to renew my monthly plan. In the past all my phone conversations regarding this matter with Tracfone has not been satisfactory because it is hard to understand their operators (they don't speak English very well) and they seem to be reading of a pre written response. What I need is all my data restored and put on my monthly plan, a data where I have to renew my monthly plan each month. My monthly plan is unlimited talk and text where as this other plan only has 60 minutes of talk and text.

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 dated October 07, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that your lost data was restored to a different plan and not with your original monthly carryover plan. You mentioned that your original plan includes unlimited talk and text, whereas the other plan only has 60 minutes of talk and text.

Please be advised that the data balance that came from an unlimited plan would carry over on your next unlimited plan redemption, while the data from a Paygo plan would carry over as long as you have active service. The Unlimited plan data would be consumed first prior to the Paygo plan data.

Per our previous response, we have already added the lost data back to your account manually. The data is added as a Paygo plan data to avoid potential issues in the account due to multiple service plan manual redemption. Nonetheless, as per aforementioned information, you would be able to use the *********** regardless of what plan you are in, as long as you have service.

We spoke with you via phone number ************ on 10/08/2025, 10/09/2025 and 10/10/2025. In our conversation, you requested to remove the Paygo plan. You also claimed that your data is still lacking 20 GB; however, we informed you the data we added was calculated based on the redemption and usage records of your account. We clarified that your unlimited talk and text plan is designed to run on a set cycle, we cannot transfer external data balances from the Pay-As-You-Go plan into the unlimited plan. We also explained that the 3-month plan you previously added was carried over upon each monthly renewal, which correctly set your current service end date. You disagreed with the information provided, thus, ended our conversation.

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 1328457097.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/14/2025
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.
My name is **** Driver I placed an order with straight talk using smartpay as my payment option which would mean I make monthly payments on the phone until I own it. They took the $150 first payment got a confirmation and then they said my order was cancelled. The loan for the phone is still active and they say I owe money for the phone they have not sent me. I called several times and have been working with them for weeks only for them to either Hang up on me or blame each other for this issue. Its been weeks with no resolution. Both parties had made a ticket for the issue and have failed to resolve it.
Business Response
Date: 09/23/2025
Dear **** Driver:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 15, 2025, regarding BBB Case number ******** complaints.

Your complaint states that you placed an order through the Straight Talk website using a SmartPay lease agreement, which included an initial payment of $150. However, the order was subsequently cancelled, yet your lease agreement with ******** remains active. You are now seeking assistance to resolve this issue.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

Upon review, we found that your order was placed on September 4, 2025, under order number 0091-33TTKR1423. However, the order was subsequently cancelled, and a claim was filed under reference number ********** to terminate your lease agreement and request a refund of $149.82.

We contacted you via phone at ************ on September 15 and 18, 2025, to share the results of our investigation and the outcome of the escalation. On September 16, we received confirmation that your order and lease agreement had been successfully terminated, and the SmartPay refund has been processed.

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 1328465620.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a Tracfone user well over a decade with no issues. Since the transition over to *******, they've been reducing my data to 0. Just today( September 14, 2025). I went to refill my 4g Unlimited Talk and Text card onto my phone. When i checked to see how much data i had left, it read 0. My refill date is for September 15th. I'm a day ahead of refilling. I should have had at least 9gb of data because where i work i use their wi-fi. When i call customer service, they just tell me that i still have 9gb of data from a previous plan i had from years ago before they changed to smartphones. So when i think I'm using my current data, I'm actually borrowing from my 'old' data. This is getting to be ridiculous. Before the transition over to ******** i use to put my card in on the exact date of expiration with no issues. Everything added up. Thinking o.k. I'll put it in a day before from now on should solve my problems. ****. Went to check this morning and 0. Put in card, now it shows only 4g of data. I stopped putting loads of data on my phone because of this issue. What is the point of putting in hard earned money to have it stolen from you constantly and them acting like me the customer is at fault?. I'm tired of this.
Business Response
Date: 09/30/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 15, 2025, regarding BBB Case number ******** complaints.

Your complaint states that TracFone has recently been reducing your data allowance to 0 GB.

We spoke with you on September 27, 2025, via phone at *************. During the call, you confirmed that the account in question is associated with the phone number ending in 6318.

Upon review, we found that your TracFone account is active and properly provisioned on the network. We also checked your phones redemption history and usage report to verify your concern regarding the missing data balance. Based on our records, your account reflects a 12GB data balance, which is accurate.

While we were sharing the results of our investigation, the call was unexpectedly disconnected, and we were unable to reach you again. We attempted follow-up calls on September 28 and 29, 2025, but were unable to speak with you directly. Additionally, the emails sent to ************************ have not received a response.

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 1328470966.

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: 10/14/2025

Complaint: 23882291

I am rejecting this response because:

Sincerely,

****** *****
Customer Answer
Date: 10/14/2025
I rejected it because the person who i was speaking with had a problem on his end with the phone being disconnected every minute of the conversation. It was going to be a waste of time if I never got to fully explain my situation.
And I didn't think he fully understood my problem. The same thing happened again today when I went to refill. My remaining data did not carry over. It went to zero again and I refilled it before my end date so evidently the problem still hasn't been solved.
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 dated October 15, 2025 regarding BBB Case number ******** complaint.

Your follow-up complaint states that the issue still has not been resolved. Your mobile data balance was not carried over again this time upon redeeming a new plan.

We reviewed your account with a phone number ending in ******************************************************* our system. Transaction History shows that a $30 unlimited plan with 10 GB of data was recently added to your account on 10/14/2025. We reviewed your data usage and it coincides with the remaining data balance in your account. We can see around ***** GB of data balance in your account as of this writing.

We attempted to contact you via phone number ************ on October 15, 18, 19, 20, and 21, 2025, and have sent emails to ************************* to discuss the aforementioned information. However, we failed to reach you and have not yet received your response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1330328519.

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

Sincerely,

Executive Resolution Department

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