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

3,475 total complaints in the last 3 years.
818 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:10/01/2024
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.
Contacted customer service 9/23/24 as I have been having an issue with my service and was advised that I need to replace my sim card, customer service instructed me that I need to purchase a new sim card which I provided a credit card
Business Response
Date: 10/17/2024
Dear **** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 02, 2024, regarding BBB Case number ******** complaint.

Your complaint states that on 9/23/2024 you were advised to get a new *** card since your service has not been working.

In reviewing, we found an order number *********; the order was placed on 9/23/2024. It was for a new *** where you paid $0.99 for the *** card and an overnight shipping fee of $4.95, costing you a total of $6.47 taxes included. Merchant reference number ********************** per *** tracking number 1Z7X29A90160061726, the package was delivered on 10/03/2024. We do apologize for the delay but rest assured that we shipped the package the moment the item becomes available. We will do our best to prevent similar issues from occurring in the future. Based on our records, the new *** card was activated on 10/05/2024 with reference number **********.

We spoke with you first on 10/13/2024 via phone number ********** and you requested a callback on 10/16/2024 using the phone number ********** wherein we offered you a $10 (500 minutes / 0 access days)airtime plan as compensation for the delay, but you declined since what you wanted is a 2 to 3 months of free service. We tried to make a follow-up call on 10/17/2024 to offer a refund on your overnight shipping fee but we were unable to reach 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 1306801256.

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:10/01/2024
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.
I am so fed up talking with ignorant PHILIPPINE agents who s**** up a customer's account and then have no idea how to fix it. My account had ***** points in it. The INCOMPETENT agent REMOVED THE PHONE from the account WITHOUT MY PERMISSION to perform a "merge" with another phone #. When I asked her to PUT IT BACK, she didn't know how to do it. When I try to "add a line" a message pops up to "call customer service". Now the line is in an account with ***** points "pending". IGNORANT "customer service" cannot understand what I want (my ***** points back) and keep insisting my account has ***** points. I WANT TO SPEAK WITH A USA AGENT!!!! Your Philippine agents are WORTHLESS!!!!
Business Response
Date: 10/15/2024
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/01/2024, regarding BBB Case number ******** complaint.

Your complaint states that your phone was removed from your account with ***** rewards points, and the customer service agent could not put it back. You attempted to add the line, but was advised to contact customer service. Now,your line is in an account with ***** pending points.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We found the account with the ***** rewards points balance; it has no active line at the moment. Lines can be added back to the account; however, *********************** customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

The contact number you provided is invalid. Therefore, we attempted to contact you via email ******************** on 10/10/2024, 10/11/2024, 10/12/2024, 10/14/2024 and 10/15/2024, to discuss the status of your account and service concerns. However, we were unable to reach you and have yet received your reply to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN ********** 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 TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:10/01/2024
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 can&#**;t find my flip phone, so I called H3234313138**30343436H to temporarily turn it off. She said the email didn&#**;t match up with the one on file. She told me I needed to log into my H3234313138**30343436H account to update my email. I don&#**;t feel the owner of the phone should have to go through all this red tape to temporarily shut off a phone. I even told her I have the serial # and the *** # but she said that&#**;s not enough. There should also be a way to track a phone, so I know at least approximately where it&#**;s located.
Business Response
Date: 10/14/2024
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you would like to temporarily turn off your service but had difficulty in doing it due to account authentication failure.

We attempted to locate your account by utilizing our tools using your name, number and mailing address. However, we were unable to determine your account. Hence,to address the matter we need to speak with you directly for assistance. In addition, please know that TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We attempted to contact you multiple times via phone number ********** on 10/09/2024,and 10/12/2024 but with no success. We have not heard back from you as well. In order to resolve the matter, we need to have your account information for further investigation.

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 1306751809.

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: 10/15/2024

Complaint: 22261733
---see attachments--

I filed a complaint against tracfone because they don't acknowledge that I am the legitimate owner of my smartphone. The security question asking what the high school I graduated from may have somehow been inadvertently changed by someone. However, I have PDF images which proves I am the owner of this smartphone.

Sincerely,

***** *****
Business Response
Date: 10/24/2024
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you filed a complaint because TracFone does not acknowledge you as the legitimate owner of your smartphone, but you have proof of ownership, and the security question set up on the account may have been changed by someone.

We spoke with you on 10/17/2024 via phone number ********** and you provided the number that you wanted to be deactivated which ends in 0702. We tried to let you validate the account but with no success. Therefore, we decided to do an escalation to possibly bypass the account authentication.

In reviewing the case, we found your forwarded screenshot of your phones serial number also known as IMEI number ending in 6929. Upon checking, this device is not the one associated with the phone number ending in 0702. Thus, the escalation we submitted was declined. With that, we need to speak with you to validate some information about the account. We made follow-up callbacks on 10/19/2024 and 10/24/2024 but with no success. The emails sent to ************************ has not received any response as well.

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

Please refer to email reference number ******* or Ticket Number 1307132033.

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:10/01/2024
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.
In 2023 I signed up for recurring payments to Tracfone, paying with my credit card. However, the phone was lost relatively soon after purchase and I cannot get them to stop charging me. The cost is $22 month. I have called multiple times to get them to stop the charges, however, they have the wrong email address on file for my account, and so I cannot get through their "authentication" process. I have asked to speak to a supervisor multiple time and the customer services **** have all said that they cannot do that for me. The service has not been used in over a year, I cannot get them to stop billing me, and their support process is blocking my ability to resolve the problem (their system is set up in such a way that they cannot do anything unless I have authenticated). I have researched "corporate support" online but all the numbers funnel to the same process.
Business Response
Date: 10/07/2024
Dear
James Gosselin:

We
have received and reviewed your Better Business Bureau complaint. This response
is in reference to your correspondence dated October 1, 2024, regarding BBB
case number 22364124 complaint.

Your
complaint states that your account was set up for Auto Pay but you lost your
phone over a year ago. You wanted to stop reoccurring payments but failed to
authenticate the account.

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

We
spoke with you on 10/03/2024 via phone number 4132976382 and you provided your
TracFone number ending in 8574. The account was active and set up for Auto Pay.
Upon checking purchased history, chargebacks were requested for your previous
payments. However, we had to file first an escalation to override account
authentication in order to grant your request. A follow-up call was made on
10/04/2024 after receiving a positive response regarding the override account
authentication process. We managed to cancel Auto Pay and deactivated the
account as per your request.

If you should still require assistance, you can contact
1-888-251-8169 enter PIN 1120. The hours of operation are Monday to
Sunday from 9:00 AM to 7:00 PM EST.

Please
refer to email reference number 5420361 or Ticket Number 1304232717.

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: 10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22364124, and find that this resolution is satisfactory to me.

Sincerely,

James `gosselin
Initial Complaint
Date:10/01/2024
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.
We tried to purchase phone service from Total by ******* for 4 phones. We paid $120 for a phone card and 4.88 for each SIM card which comes out to $19.52. The tax on all of this is another $11.86. The total is $151.38.We were not able to activate this phone service. We reached out to customer service multiple times and asked for them to fix the issue and being service. They gave us the run around and endlessly transferred us. When we asked for a refund, they refused.Service was never started and no refund was issued.
Business Response
Date: 09/24/2024
P.O. Box 10
****************-0010
September 24, 2024
Better Business Bureau of **********
**************************************** Rd. Building A, Suite 202
**************************
RE: Complainant: ****** ********
Complaint Number: 22319992
Dear Ms. **** *.:
Thank you for contacting **************************** Relations regarding ****** ********** complaint. In her/his complaint, received on 09/24
/24, They expressed concerns with activation of service under Total Wireless.
Upon further review, **** determined the customers concern should be addressed by our Tracfone team. Per BBB guidelines,
please forward ****** ********** complaint to the appropriate *************
Email: ****************************************************************
We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,
Jasper
Executive Relations Analyst
Business Response
Date: 10/07/2024
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 1, 2024, regarding BBB case number ******** complaint.

Your complaint states that you tried to start a service with Total Wireless by purchasing their airtime plans and SIM card, but you were unable to activate the phone. Therefore, you are requesting a refund for the products purchased.

In reviewing, using the airtime pin *************** you forwarded, a Total by ******* account was pulled up. The record shows that out of the four (4) airtime plan,only one was used and that is to activate a Bring Your Own Phone (BYOP) with IMEI number ending in 8031. The plan was added on 7/18/2024 but the account activation failed.

We spoke with you on 10/02/2024 and 10/06/2024 via phone number ************ wherein you requested to receive a refund since you are not going to use the service anymore. Please know that for a BYOP SIM kit refund request, you must return the complete Activation Kit including the Service Plan and SIM card to the address below.

RMA ********
***********************
******************************************>*******************

Note that you will be paying for the return shipping charges and shipping charges are non-refundable. It should take up to 30 days after we receive the returned items to receive a check in the mail. Reference number 1306574284.

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 1306317291.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/09/2024

Complaint: 22319992

I am rejecting this response because:
A correction to your statement needs to be made: None of the phones were activated.
The directions I have received by phone contradict with the ones given in email. The directions I received stated that I only needed to send a copy of the items I have to an address in *****, **. And I was to send an email containing the information along with a tracking number for the copies sent.
The method in which I received these directions were through multiple voices mails, which gave me the wrong call back number. This number was for a collection agency. Which I didn't appreciate. When I tried to call customer service back multiple times, I was told I couldn't be transferred. This is a lie. I know they transfer people because when trying to establish service, I was endlessly transferred per phone call. There were multiple phone calls made. I do not appreciate this.
Since I was given contradicting information about how to receive my refund, I will wait for a new response.
I will not pay you more money for a refund that I am rightly owed.
My offer is to send you an email with scanned copies of the items. They do not work and cannot be repurposed. Moreover, I would not want to push your service off on anyone because of the unprofessional nature of the way business is done.
I was harassed with multiple phone calls during church, which is unacceptable. There were multiple days for them to return these phone calls that would have been more appropriate.

Sincerely,

****** ******** on behalf of ****** ********
Business Response
Date: 10/18/2024
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 9, 2024, regarding BBB case number ******** complaint.

Your complaint states that none of your phones was activated using the Bring Your Own Phone SIM kit you purchased. Thus, you would like a refund. However, you prefer to send only a scanned copy of the **** SIM kit via email.

Terms and Conditions states that, Total Wireless does not allow returns or provide refunds for any Activation Kits or Plans you may have purchased. With your case, we will make a courtesy exemption and all we ask is for you to return the complete **** activation SIM kit including the Service Plan and SIM card along with your receipt. Note that you will be paying for the return shipping charges and shipping charges are non-refundable. It should take up to 30 days after we receive the returned items for you to receive a check in the mail. Reference number 1306574284.

RMA 11504577
***********************
*******************
*******************

We spoke with you on 10/15/2024 via phone number ************ and the aforementioned was discussed but you are unwilling to pay for the return shipping fee. Know that if you change your mind, you can start the return process so that we can work on your refund request as well.Meanwhile, we will try to escalate if it will be possible to include your shipping fee in the refund. Note that this will be subject to approval, and we do hope to receive a positive response.

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 1306317291.

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: 10/22/2024

Complaint: 22319992

I am rejecting this response because:
I will wait to hear if you will refund any shipping cost. I will not accept any more correspondence by phone to insure that Total by ******* can not provide me with further conflicting information. I will only accept correspondence through BBB to ensure accountability.
Refusal to refund the shipping cost, should this be the outcome, will be included in any reviews I will provid to their potential future customers.

Sincerely,

****** ********
Customer Answer
Date: 10/22/2024

Complaint: 22319992

I will wait to hear if you will refund any shipping cost. I will not accept any more correspondence by phone to insure that Total by ******* can not provide me with further conflicting information. I will only accept correspondence through BBB to ensure accountability.
Refusal to refund the shipping cost, should this be the outcome, will be included in any reviews I will provid to their potential future customers.

Sincerely,

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

Business Response
Date: 10/30/2024
Dear ****** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 22, 2024, regarding BBB case number ******** complaint.

Your complaint states that you would not accept further correspondence via phone call to avoid conflicting information. In addition, you are waiting to hear if the shipping cost could be refunded.

As per previous correspondence, we agreed to submit an escalation to get approval for your shipping fee refund request. The request was not approved because per policy, customers must shoulder the shipping fee when returning the items.However, we got approval to proceed with the refund without returning the items. Therefore, we processed your refund request amounting $151.38, with Refund reference number 1306574284.Refund check will be delivered in 7-10 business days, and may take up to 30 days.

We spoke with you via phone number ************ on 10/30/2024, and discussed the aforementioned. We gathered the required documents to proceed with the refund request, and you agreed to wait for the refund check.

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 1307091590.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by *********************************************************************
Initial Complaint
Date:09/30/2024
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 an Tracfone phone number ************, and on 7/21 I received 7000 loyalty rewards points by referring a friend, who's tracfone number is **************. That ***************************** my account as pending state, and was suppose to become "available" after two months. However, now after two month, that 7000 points simply disappeared from my account, without any explanation. Contacted with their customer service, who offered no help at all. I contacted my friend, who told me that his 7000 reward points disappeared as well, similar to my situation.
Business Response
Date: 10/03/2024
Dear *** **:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2024, regarding BBB case number ******** complaint.

Your complaint states that you refer a friend and were supposedly to receive 7000 loyalty rewards points after two months, but the points disappeared from your account and the same goes for your friend.

In reviewing, it was confirmed that a 7000 rewards points were added and pending on your account on 7/21/2024 for referring a friend. You manage to keep your account active during the 60-day cooling period. However, as we check your friends account with the number ending in 3588; record shows that after the activation on 7/21/2024, a deactivation happened to the account making it unable to fulfill the 60-day cooling period requirement.

We spoke with you via phone at ************ on 10/02/2024 and the aforementioned were discussed. You received the information, and no more assistance was needed.

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

Please refer to email reference number ******* or Ticket Number 1306328189.

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:09/29/2024
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.
For the 3rd time now; Tracfone confirmed I was successfully setup on auto enroll, but my service was not setup & disconnected again. I've tried everything for over 6 months now & had to purchase a new refill card for my service. SEE BELOW CONFIRMATIONS ---------------------------------------------------------------------------------------------------------------On Wednesday, August 28, 2024 at 02:01:44 PM EDT, ********************************************************* <*********************************************************> wrote:Good day, Ms. ******** are writing you from Tracfone **************** in regards of the BBB complaint we received from you. As per our conversation, we have enrolled you on the auto refill successfully; however, as the system charged you for that transaction, we issued a refund for $18,07 to your account. The next month on 09/24/2024, the auto refill must work properly on your account If more assistance, please contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 7:00 PM EST time. Regards, Tracfone Wireless.-------------------------------------------------------------------------------------************************************************************ ****************************** From:************************************************************ To:********************** Fri, Aug 23 at 1:54 PM Dear *****,Thank you for enrolling in our Prepaid Auto-Refill program! Your credit or debit card will be charged automatically with your Prepaid Auto-Refill amount. To view the disclosure statement, please click on the following link:***************************************************** Thank you for choosing TRACFONE.
Business Response
Date: 10/04/2024
Dear *** and ***** Land:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 01, 2024, regarding BBB Case number ******** complaints.

Your complaint states that TracFone confirmed your Auto Refill enrollment but your service was not set up and had been disconnected yet again.

Please know that with Auto-Refill, new Service Plans will be automatically purchased and added to your Account each month on your Service End Date and your preferred payment method will automatically incur a charge for the cost of the Service Plans you elect to purchase on a recurring basis. In the event that your Auto-Refill payment is unsuccessful, Auto-Refill will be suspended on your Account.

Based on our records, the account was indeed set up for Auto Refill but the attempts to take payments for the previous months (July and September) were unsuccessful, causing the cancellation of Auto Refill enrollment. In addition,on 8/28/2024 a refund amounting to $18.07 was processed.

We spoke with you on 10/04/2024 via phone number ************ and the aforementioned was discussed. We suggested setting up your Auto Refill enrollment, but you asked for a refund instead. The plan previously purchased was used; thus, making you ineligible for a refund. You then declared that no further actions are needed and decided not to continue with the assistance.

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 1304167558.

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: 10/04/2024

Complaint: 22355360

I am rejecting this response because nothing was done. I've had the same issue for over 6 months & have contacted Tracfone over 6 times, received emails indicating auto-enroll was setup, but it failed & I had to continue to buy a minutes card at *******, since Tracfone was unreliable & did nothing to fix an ongoing issue.

Sincerely,

Don & ***** Land
Business Response
Date: 10/10/2024
Dear Don ***** ***** Land:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 4, 2024, regarding BBB Case number ******** complaint.

Your complaint states that the issue regarding the auto-refill failure in your account still has not been fixed, and that you still had to continue buying service plans at ******* manually.

In our review of your account, we were able to verify that you successfully processed a payment towards a $15 service plan and enrolled in auto-refill on 8/28/2024. We also found out that the payment was refunded on the same day.Nonetheless, the service plan was added and has been used. However, on your next refill date on 9/27/2024, the auto-refill payment was declined by your bank. The issuing bank has questions about the request or you do not receive an authorization code programmatically, but you might receive one verbally by calling your financial institution.

We spoke with you on October 09, 2024 via phone number ************, and discussed the status of your account and service concerns. You confirmed that there is no problem with your credit/debit card. Since the credit/debit card used for auto refill got declined, we asked if you do have another payment source to try to use for your auto refill, but you do not have any other payment source to ****** addition, you were having difficulty connecting to our direct line since there was no option to put an extension number. We informed you that there is no reported issue on the hotline number, and that we need to send an escalation to further investigate this matter. You then mentioned that no further actions are needed on your TracFone phone account and decided to close the call.

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 1304167558.

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

Sincerely,

Executive *********************
Initial Complaint
Date:09/29/2024
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.
7/3/24 purchase trackphone and plan. Charged $17.96, same date TWICE. On 8/2/24 charged $23.30 again TWICE. oN 9/2/24 charged $23.30 again TWICE. Called Tracfone very, very hard time. First ****** said they cound not refund because too late. I called right around 9/3. Finally got to someone who told me they would refund and CORRECT THE ISSUE. I did recieve refunds of $17.95, $23.20 anf $23.20 on 9/8/24. (Notice the difference of what they charged and what they refunded. In total .21 cents, not a big deal but maybe with ten thousand customers). Now today 9/29/************************* again charged me $23.30 again TWICE. This is stealing since they did refund before and stated they would correct the issue. Problem with this 9/29 double payment is it is taking me to a balance not able to cover another expense I have on 9/29, which in turn will be a $35 bank fee. Bottom line they are stealing as they are aware and I just think how many people they do this too.
Business Response
Date: 10/14/2024
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 29, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you keep on getting double charges for your airtime plan.

In reviewing, your TracFone account is active and is set up for Auto Refill. By enrolling in Auto-Refill, new Service Plans will be automatically purchased and added to your account each month on your Service End Date and your preferred payment method will automatically incur a charge for the cost of the Service Plans you elect to purchase on a recurring basis.

In an in-depth review, it was found that for some reason the system is charging you twice each month on your renewal date via Auto Refill. We do apologize for the inconvenience this may have caused you. Rest assured we are fixing the matter.

We attempted to contact you multiple times via phone number ************ and email ********************** on 10/03/2024, 10/06/2024, 10/09/2024, 10/10/2024 and 10/11/2024 but we were not able to speak with you and you only responded to us once via email asking when you will receive your refund. Please know that TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. With that, to process the refund, it would be best for us to speak with 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 1306373034.

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: 10/15/2024

Complaint: 22355095F
I am ejecting this response because:
First I am well aware of my Auto pay to keep my phone up to date. No need to mention it. Second I did not call you as I told you, you are looking at the double Charge why should I call we both know you are and have been stealing a payment from me since I signed up for the service. Refund my doulbe charged payment, and then get someone who can correct this and correct it. Does not seem hard to do. I really wonder how many people you double charge on a regualr basis? Pretty good profit charging twice for the same service. Let's see what the *************************** and *** have to say about this. Still have not seen my refund.

Sincerely,

****** *******
Business Response
Date: 10/24/2024
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you want to have your refund on the double charges taken from your account because of Auto Pay and you do not see the need for you to call or speak with you to have it done. In addition, you want this double charge issue resolved.

We attempted to contact you on 10/16/2024, 10/19/2024, 10/22/2024, 10/23/2024, and 10/24/2024 via phone number ********** and email ********************** but with no success. We have not heard from you, but you responded to one of our emails stating you do not see the need to talk to us or us talking to you,but you want the refund process.

Please know that TracFone Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We do understand the inconvenience this concern may have caused you and rest assured we are fixing this matter. We have already determined that a system issue is causing this to happen, and escalations were already forwarded to have this stop. We will provide an update once it is resolved.

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 1306373034.

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:09/28/2024
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 purchased a cel phone and plan online I tracked the package it said it was delivered to my address but I never received it . I tried contacting the traction company and could not reach a person to talk too my order number is 1212-251391L109
Business Response
Date: 10/16/2024
Dear ***** ******,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 29, 2024 regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone and a service plan online. It shows it was delivered to your address upon tracking; however, you never received ***** addition, you are unable to reach a customer service representative to get assistance regarding your order.

We reviewed your online order with order id # ***************; it was placed on 9/25/2024, and as per *** tracking number 1ZY902R60233631309,it was delivered on 9/27/2024 in ******, **.

We attempted to contact you via phone number ************ and email ****************** on 10/4/2024, 10/9/2024, 10/10/2024, 10/11/2024, and 10/16/2024, to discuss the status of your order. However, we were unable to reach you, and have not yet received your reply to our emails.

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 matter unless we hear from you. Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:09/27/2024
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 have been trying for at least 12 months trying to set up an online account for my wife and I to pay and upgrade our information giving email, address, and change credit card to pay my bill on line. My current credit card is no longer valid. When I talk to tech support either their computer system is down or the agent barely can understand or speak english. The accounts we had set up years ago cannot be accessed.
Business Response
Date: 10/01/2024
Dear
Bruce Connan:

We have received and reviewed your Better Business Bureau complaint. This
response is in reference to your correspondence dated September 27, 2024,
regarding BBB case # 22349993 complaint.

Your
complaint states that you have been trying to set up an online account to pay
your bill online. In addition, you no longer has access to the accounts you set
up years ago.

We
reviewed your TracFone account; it is active and provisioned in our system. Usage
Records indicate that the phone is working.

Tracfone
Wireless customer account authentication policy operates under strict security
standards to protect the integrity of its customers' information. We cannot
process any changes to an account unless the account owner completes the
validation protocol required. Thus it would be necessary to speak with you to
provide assistance.

We
spoke with you on 9/30/2024 via phone number 317-652-7221, and discussed the
status of your account. You were able to authenticate the account, and we proceed
with updating your account’s security information per your request. We also
provided instructions on how to setup your account online. We spoke with you
the following day via same contact number, and you confirmed that the account was
successfully set up, and the account information was updated.

We
are glad that your concern has been properly addressed and we extend our apologies
for the inconvenience you have experienced. We are committed to continuously
improve as our team undergoes continuous training.

If you should still require assistance, you can contact 1-888-251-8169 enter
PIN 1120. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM
EST.

Please refer to email reference number 5419366 or Ticket Number
1306180404.

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: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22349993, and find that this resolution is satisfactory to me.
Yes they resolved it. Now I have an account that I can access. Thanks for the help. This case can be closed with a great response

Sincerely,

Bruce Connan

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