Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,492 total complaints in the last 3 years.
813 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:07/30/2025
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 been trying to transfer my phone number from Straight Talk to ************ I submitted two port-out requests using the correct account number, transfer PIN, and ZIP code. The first request was rejected by Straight Talk, citing an incorrect account number, even though I verified that the account number was correct.After updating my transfer PIN, I submitted a second request and began contacting Straight Talk to confirm the transfer. The customer service experience has been consistently terrible. Ive spoken with multiple agents via both chat and phone, each time receiving conflicting answers, no clear path forward, and ultimately, three disconnections while being transferred to their porting department.I have spent hours trying to resolve this, and at no point has Straight Talk provided a reliable or empowered support option. Im left feeling like I have no recourse, even though Im attempting to exercise a legal right to transfer my number. I am requesting that TracFone/Straight Talk release my number to *********** immediately and that they improve their support structure for customers trying to port out.
Business Response
Date: 08/15/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2025 regarding BBB Case number 23678934.

Your complaint states that you have been trying to transfer your Straight Talk phone number to ************ however, it was unsuccessful despite providing correct and verified information.

We reviewed your account and our records show that you initially requested for your Number Transfer PIN (NTP) which is required for transfer, on 7/05/2025; however, Transaction History shows that you requested to port your number out on 7/30/2025. The port request was not processed because the account was deactivated due to non-renewal on 7/29/2025.

Please be advised that in order to port your phone number to another service provider,you must contact the new service provider and provide the account information including the ***. In addition, the line must be active to successfully port it out.

Further review shows that the account was reactivated on 7/31/2025, and consequently,the number was ported to another service provider, with Port-out reference number 1325540866.

We spoke with you via phone number *********** on August 1, 2025, to offer further assistance. However, you confirmed that your phone number was successfully ported out and no further assistance is needed.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/30/2025
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.

Complaint: 23649786

I am rejecting this response because:
I have been redirected by different departments for the last two weeks and Im sick of it I need my phone fixed now

Regards,

*** *******
Business Response
Date: 07/25/2025

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

July 25, 2025

Dear BBB,
Thank you for contacting *************** of Executive Relations regarding Ali ********* complaint. In his complaint, received on 07/24/2025, he is referring to his Total Wireless account.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward Ali ********* complaint to the appropriate ******* Team.

Email: ***********************************************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
****
******* Executive Relations Team
Business Response
Date: 07/29/2025
Please accept the attached document as our response.

Business Response
Date: 07/30/2025
Please review the attached document. Thank you.
Customer Answer
Date: 07/30/2025
I bought a phone from total wireless and I got it replaced and now they wont put the device imei in the system so it can activate Ive been in this process for a week and they keep ignoring me and wont help me at all I asked them to unlock my device they say they wont unlock it unless service gets activated but they wont get it activated they have made me buy another iphone and a physical sim card for no reason Ive attached how much time Ive wasted getting nothing resolved I also attempted online chatting to fix the problem
Business Response
Date: 08/15/2025
Dear *** *******:

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

Your complaint states that you received a replacement phone and needed its new serial number registered so that you can activate it.However, this concern has been unresolved which led you to request that the phone be unlock.

Upon review, we found that your Total Wireless account with number ending in ************************************** the network. The records show that multiple phone upgrades were done to it since July with reference numbers **********, **********, ********** and **********. The number is currently active to a Bring Your Own Phone (BYOP) device with serial (IMEI)number ending in 8105. The account is well provisioned and usage report of the line indicates that the service is actively being used.

We attempted to contact you multiple times via phone at ************ and via email at ********************* on August 2, 3, 4, and ******, to discuss the status of your account and service concerns. However, we were unable to reach you, and you have not responded to our emails. We kindly request that you contact us directly so we can discuss and resolve this matter.

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 1325663105.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/28/2025
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 See that my information, stored in my phone, and SD card, also Drive, are being deleted, in Hacked. My phone is still sending text messages when the Data is turned off. Even when I call **************** in have it check for Interference. Please secure my phone. I do have it set for Pin to get into phone, but a employee is hacking my phone in Bank accounts. Please investigate.
Business Response
Date: 08/14/2025
Dear ***** ****:

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

Your complaint states that your phone was hacked compromising your information. As a result, you request to secure your phone and investigate the matter.

Upon review, we found that your TracFone account is active and properly provisioned within the network. Additionally, there is no indication of fraudulent activity or any compromise to your account.

Since we do not have control with the phone being hacked, we advised you to change email password, perform factory reset or report the incident to local authorities. We also suggested that you can change your device and we can help you transfer the phone number and the services over to another phone that you prefer to use.

We attempted to contact you via phone number ************ and email address ******************* on multiple occasions on July 29, 2025;July 30, 2025; August 4, 2025; August 5, 2025; and August 11, 2025. However, we were unable to reach you by phone, and no responses have been received to our emails.

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 1325398505.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/28/2025
Type:Order 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 June 18th, 2025 I returned a cellphone to Tracfone Wireless. According to tracking number 1z2E75440372057629, their warehouse received the package on June 20, 2025. I was informed their policy is that they have 30 days to refund the money to my account. It has now been well over that time frame. With several calls and no success; just the same notation of taking my repeated information, yet doing nothing. I filed a dispute, and still no response from Tracfone Wireless.May you please help me resolve this matter, or direct me to an immediate solution. Thank you, **** *********
Business Response
Date: 08/15/2025
Dear **** *********:

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

Your complaint states that you returned a phone and were expecting a refund; however, you have not yet received it.

Upon review, your order number 4807-2FORO2TOFC shows that you purchased a TracFone device on June 11, 2025, with a payment of $********** tracking number 1ZY902R60239915439 confirms that the order was delivered to your address on June 13. The return tracking number 1Z2E75440372057629 indicates that our facility received your returned package on June 20. Further investigation shows that a chargeback for the purchase amount was successfully processed on July 12.

We spoke with you on July 31, 2025, via phone at ************, during which you confirmed that your bank had already processed the chargeback for $128.09. As such, no further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1325407796.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/27/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid ahead on my phone plan and it was supposed to be paid and up to date until 9/25/2025 and also enrolled in auto pay. They deactivated my phone and then I had to pay AGAIN and lost out on the next month I paid for as well. Not sure why they keep deactivativating my phone when I'm enrolled in auto pay. I contacted support and they said they can't find any proof that I paid for it, I offered to send them bank statements and the confirmation email and they said no but refused to reactive my phone without paying again. I've been a customer with them since 2010. First time I had this issue and very frustrated.
Business Response
Date: 08/14/2025
Dear ******* ******:

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

Your complaint states that you paid for your plan in advance and even set up Auto Pay on your account. Despite this, your service was disconnected unexpectedly.

Upon review, we found that your account is active and enrolled in Auto Pay. However, the next charge date on the account appears to differ from the actual service end date of your line. This discrepancy may have caused the accounts deactivation. To resolve the issue, an escalation was created under reference number 1326436248.

Additionally, the purchase and transaction history of your account does not show any duplicate charges. You were billed only once per cycle, except for the month of April, during which no payment was taken as you used ***** reward points to add service to your phone.

We spoke with you on July 28, 2025, via phone at *************, but the call was disconnected during our conversation and we were unable to reach you again. Follow-up calls were made, and emails were sent to ************************* on July 29, 30, August 1, and August 4, 2025.However, we have not received a response.

Regardless of the outcome of our investigation, we noticed that one of our customer care representatives processed a refund for you on July 28, 2025, in the amount of $62.08. The refund transaction reference number is 960119590CSMF47J. Moreover, additional service was added to your phone under reference number 1325337886.

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 #**********.

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:07/27/2025
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 went to buy a $35 phone plan this morning to go into effect tomorrow. It was $35. In the invoice, it said 35 but in the sub total said 45. I included the 2 screenshots here. I contacted customer service and they said they can't fix it and insisted I chose the wrong plan. I told them that I didn't and even if I did, please change the plan and refund me the 10 dollars since it doesn't go I to effect until tomorrow anyway. They said no and to dispute it with my credit card. *********** has a sneaky way of getting the consumer to give them more money. It's horrible and the customer service is awful.
Business Response
Date: 08/14/2025
Dear ******** *****:

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

Your complaint states that you intended to purchase the $35 airtime plan, but were instead billed for the $45 plan. As a result, you are requesting to have your plan changed and to receive a $10 refund.

We spoke with you on July 28, 2025, via phone at ************. During the call, you shared the number in question ending in 9352 and reiterated that you did not want the $45 plan for this line. Instead, you requested to have it changed back to the original $35 plan and asked for a refund for the price difference.

Upon review, we found that the account is active and a refill was made on July 27, 2025, using the $45 airtime plan, which totaled $50.16. To resolve the matter, an escalation was submitted under reference number 132-533-0391. A refund of $10 was approved on July 28, 2025, with the transaction reference number 95523193HCKEXG5U.

Follow-up calls were made, and emails were sent to *************** on July 30, August 2, and August 3, 2025. However, we were unable to reach you, and no responses have been received.

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 1325334117.

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:07/24/2025
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.
Unable to make calls, no internet connection and of instead of text messaging support or ****** it calls the one on the other end phone . When I tried to text for tech support .
Business Response
Date: 08/13/2025
Dear ***** B:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2025,regarding BBB Case number ******** complaints.

Your complaint states that your phone service is not working.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

Upon review, we found that your TracFone device with the serial (IMEI) number ending in 7170 and assigned to the phone number ending in 6811 was active as of June *************************** July due to non-renewal of service. Based on the usage records for the last 30 days of service, there were no indications of service interruptions, and the device appeared to be functioning properly.

As a courtesy, we issued service to the phone to help facilitate communication under reference number 1325401155.

We attempted to contact you multiple times by phone at ************ and sent emails to ********************* on July 25, 27, 29, 30,and August 5, 2025. While we were unable to reach you by phone, you responded to our emails stating that you would try to contact us at your most convenient time.

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

Please refer to email reference number ******* or Ticket Number 1325102074.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/24/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had my text balance zeroed out again for the 4th time in the last 6 months! I spent over 2 hours on Tracfone chat with no help whatsoever! Totally incompetent "customer support"!Ever since the ******* takover and the seriously flawed system migration, my Tracfone balances have been getting zeroed out randomly!I lost over 4000 texts and only had partial restoration 3 time and now my text has been zeroed out again!I asked for escalation and was ignored! the customer support **** can't even see all the transaction information!I have been a customer of ********************** for over 20 years and now as with many others have to consider changing service as I can't rely on this grossly inept customer service!
Customer Answer
Date: 07/25/2025
This matter has been resolved to my satisfaction!
Initial Complaint
Date:07/24/2025
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.
about five years ago I bought a trac phone along with an auto pay ******* family cell phone plan at the local ******* 7 days ago phone would not/does not turn on , charge and has been inoperable 6 days ago I called and attempted to close the account .After being on hold totaling almost 4 hours , no one answered or was give an option to get a call back. NO CALL back or when it did was told operators where busy, and was again told dial one and would receive call back or was disconnected. next day same routine. the third day after several hours talked to service agent and was told trac phone either had to send a message to the inoperable phone or provide two telephone numbers recently dialed which I did then was told they couldn't get through on either # given both were of businesses that were both opened.then was told those were the only options I had. I had a friend call and he made 24 calls before he got a live person on the phone. he called ******* family cell phone center, trac phone and the main ******** customer service centers. The ******** main customer service agent finally took the info for the account to include the **** NUMBER and was told she would escalate the complaint and he should receive a call back .NO CALL HAS BEEN RECEIVED. On the fifth day he called both ******** customer services notold there is no account with that telephone #. Not to be deterred he called trac phone again only to be told needed either to send a message or give two numbers the two numbers beig present was told trac phone couldn't through again (perhaps they should pay their phone bill), Both #'s give are valid. And was told a supervisor would call back in about an hour. NO CALLBACK . it appears they can sell a plan but if someone wants to cancel, the run around begins. I would like to cancel my plan keep the phone number***********) and go to a legitimate reputable cell phone company ****# of inoperable trac phone ************
Business Response
Date: 08/12/2025
Dear **** **********:

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

Your complaint states that your phone will not power on and you wanted to cancel your account, but had experience difficulty in completing the required account authentication process. As a result, you are requesting assistance to cancel your Auto Pay enrollment and transfer your number elsewhere.

******* ************* account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

As per ******* *************s policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account.Without all the necessary information, we cannot proceed with the port-out request.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

We spoke with you on July 24, 2025, via phone at ************. During the call, you mentioned that you attempted to port out your number but had not yet received your Number Transfer PIN (NTP). As you were unable to authenticate the account through the standard process, we agreed to submit a request to bypass account authentication under reference number 1325056656.

Following approval of the bypass request, a follow-up call was made on July 27, 2025, during which we processed your NTP and sent it to your email. However, you reported not receiving the email. Upon further review,we found that the *** was sent to the old email address associated with your account.

We attempted to escalate the matter again and provided updates on July 28, July 30, August 4, and August 5, 2025. Unfortunately, per system rules, the *** can only be sent to an email address that has been associated with the account for at least 30 days, and your new email does not meet this requirement.

Nonetheless, on August 6, 2025, you successfully switched your number and service to another ******* ************* phone under reference number **********. Your account is currently active and properly provisioned on the network, although it is no longer enrolled in Auto Pay.

A final follow-up call was made on August 7, 2025, during which you confirmed that you had received your NTP and that no further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1325042672.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The authentication process needs to be reviewed as it does not consider an inoperable device. Thank you for your time and efforts in this concern. Have a great day !

Sincerely,

**** **********
Initial Complaint
Date:07/23/2025
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.
Over a year and 30+ FCC complaints vs tracfone. They refuse to replace my defective ******* A16 which was hot,swollen and ready to catch fire/ explode. They substituted a moto g which is the cheapest phone on the market. Sent that back ; nowcthey say I've sent too many phones back,it must be a refurb and finally refuse to communicate at all
Business Response
Date: 08/13/2025
Dear ******** *****:

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

Your complaint states that TracFone refused to replace your defective ******* A16. When a replacement was eventually provided, it was substituted with a Moto G, which you believe to be one of the least expensive phones on the market. You returned the replacement device, and after sending back multiple phones, you were issued a refurbished unit. You also stated that TracFone has since stopped communicating with you regarding this matter.

TracFone Wireless Terms and Conditions states that during the limited warranty period, Tracfone will replace or repair, at Tracfones sole option, any defective Products or parts with new or refurbished Products or parts if such replacement or repair is needed because of Product malfunction or failure during normal usage. Tracfone may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available. The replacement Product may consist of refurbished equipment that contains used components, some of which have been reprocessed. All used components shall comply with Product performance and reliability specifications.

Upon review, using your number ending in 4268, we checked the system for the record of your ******* A16 but found none. However, the number was once assigned to a ******* Galaxy A03 with serial number ending in 5268. Due to the unavailability of your original phone a comparable device that was in stock was sent out, a new **************** 2023 with serial (IMEI) number ending in 3325. Reference number **********.

We spoke with you on July 29, 2025, via phone at ************. During the call, you expressed that you were dissatisfied with receiving a refurbished phone and insisted on receiving a brand-new replacement. You also stated that you do not wish to be contacted again unless a new phone is being provided and you drop our call.

Please be informed that our replacement policy allows for a new device to be issued only if the defective phone being returned is less than 15 days old from the date of activation. Otherwise, a refurbished phone will be provided as a replacement.

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 1325243436.

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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TracFone Wireless, Inc.

TracFone Wireless

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

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Complaints

Customer Complaints Summary

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