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

3,472 total complaints in the last 3 years.
810 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:09/27/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone from TracFone to use with the Lifeline Program that my elderly father qualifies for. I did this based on calling TracFone and the representative telling me to get any phone off their website and then call back to set up service using the Lifeline Program. Unfortunately, after following those instructions and trying to activate the phone, tracfone informed me that this phone (purchased directly from TracFone) was not compatible with the Lifeline Program - the program I initially called TracFone about. So I contacted TracFone about returning the phone. They said they would email me a return shipping label. That email never came so I called back in about a week and they told me they could not find record of my order. I have attached a screenshot of the email confirmation with my order number that was sent directly to me ********************* from tracfone. I am simply asking to return for a full refund, at no cost to me, this phone that tracfone's representative mistakenly directed me to purchase. And I am getting quite the runaround.
Customer Answer
Date: 09/30/2024
I had an almost comedic experience with TracFone based on having submitted this complaint.
I got a voicemail from a representative who started the voicemail by saying that they had been trying unsuccessfully to get in touch with me, despite that being the first time I have been contacted by them. I even checked my junk folder of my emails.
Then she gave me the return phone number and a four digit PIN to give when I called back. When I called the number and gave the pin, they had no use for the pin. They asked for my order number. And I was back where I started with them not being able to find record of my purchase even though I gave them the order number that came in the order confirmation email they originally sent me, which I attached to the original BBB complaint.
In sum, I have no way to return their call in a productive manner, since I just get told they have no record of me. They couldn't look me up by my email address or phone number that I gave to the BBB either.
I sure hope they try to get back to me via email, because my phone calls with them have been nothing but fruitless and time consuming.
Even better would be for them to simply send me a check for the amount that I paid for a phone that I bought from them that they cannot activate.
Business Response
Date: 10/09/2024
Dear Rebecca Trump:

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 #22349461
complaint.

Your complaint states that you
purchased a phone from TracFone for your father who qualified for the Lifeline
program; however, you were told that the phone is not compatible to be
activated with the Lifeline program. Therefore, you requested a return label to
return the phone; however, you did not receive the return label, and you were
told that there is no records of your order in the system.

Our records show that you placed
an order on 09/12/2024 for $21.19, and it was delivered on 9/16/2024. Please
note new branded TracFone devices are compatible with the SafeLink Lifeline
program. Account History shows that the device has not been activated yet.

We spoke with you via phone at 770-845-7960 on 10/01/2024, and discussed the status
of your account and service concerns. You wanted to return the phone and get a
refund, therefore, we generated a return label via email, for you to return the
device, with reference ticket number 1306245048. UPS tracking 1Z6980XX9025605958 shows that we received your device on
10/03/2024. Refund was processed on 10/8/2024, amounting $21.19, with
refund reference number B2C2024091252116007_BILL_CR_11845802. Credit
posting will be processed in 3-5 business days. However, it may take up to 30
days depending on your financial institution.

We spoke with you again on
10/08/2024, via same contact number, and informed you about the status of the
refund request.

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 5419367 or Ticket Number 1306177283.

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: 10/09/2024

Complaint: 22349461

It's too soon to know the outcome of this. Tracfone told me to expect the refund by early November. It hasn't come yet. I'll know if this is resolved once I have the refund.

Sincerely,

Rebecca Trump
Business Response
Date: 10/15/2024
Dear Rebecca
Trump:

We have
received and reviewed your Better Business Bureau complaint. This response is
in reference to your correspondence dated October 09, 2024, regarding BBB Case
number 22349461 complaint.

Your
complaint states that you have not received the refund for the phone you
returned yet.

As per
researched, we confirmed that the refund amount of $21.19 has already been
issued on your bank account on October 08, 2024, reference refund confirmation
number B2C2024091252116007_BILL_CR_11845802.

We called
and spoke with you on October 13, 2024 via phone number 770-845-7960. You
confirmed that you already received the refund on your bank account and the
credit reflected on October 09, 2024.

If you
should still require assistance, you can contact 1-888-251-8169 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 5423991 or Ticket Number 1306177283.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22349461, and find that this resolution is satisfactory to me. The refund has hit my account!

Sincerely,

Rebecca Trump
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I transferred service from t-mobile to tracfone yesterday 9/25/24. I cannot gain access to verify my account since your system is not sending texts to my phone. (I get texts and calls from all other phones). I was on the phone for over 2.5 hours today, speaking with more than one corporate manager. The first one, ********, assured me that the resolution would be reached by 9pm. It was not. The second one assured me that he would resolve the issue and call me back but he did not. I must gain access to my account so that we can switch to **************** You mistakenly placed me on t-mobile service, which is the provider who I was switching over from because of poor service in my area. I need to be switched over to your *************** (sim card a rather than sim card b) asap. This awful experience is inexcusable. Please resolve immediately.
Business Response
Date: 10/02/2024
Dear ******** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/27/2024, regarding BBB Case number ******** complaint.

Your complaint states that you transferred your service from T-Mobile because of poor T-Mobile coverage in your area; however, the carrier your account was activated with is also T-Mobile. In addition, you could not proceed with switching to ******* carrier since you could not receive SMS to the phone and authenticate the account.

We reviewed your account;it is active and provisioned in our system. The carrier has already been updated to ******* on 9/30/2024. Account history shows that the number was initially ported to TracFone Wireless under T-Mobile Network on 9/25/2024. Please be advised that TracFone 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.

We spoke with you on October 2, 2024 via phone number ************, and discussed the status of your account and service concerns. You mentioned that the issue has already been addressed, 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 matter unless we hear from you. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 10/05/2024

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:09/26/2024
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 was a member of the *** (Affordable Connectivity Program). When that program ran out of funding, I purchased a $30 plan from TracFone Wireless, Inc. that included 5GB of cell data over a 30-day service. After a couple of months, I realized that I was running out of cell data long before the service period had ended. On August 20, 2024 I contacted TracFone again to inform them that I would like to purchase their $40 upgrade that included 10GB of cell data over a 30-day service period. When I made this purchase with my debit card, the customer service representative informed me that I had cell service through October 20, 2024. I found this very puzzling at first because I know that the service period is only supposed to be for 30 day, (not 60 days), I soon realized that my debit card had already been charged for the previous 30-day plan and that my new $40 upgrade would not take effect until September 20, 2024. I contacted TracFone on September 20, 2024 to confirm that I would be receiving my new $40 upgrade. Once again, I was told that I have service coverage through October 20, 2024 but that I had already exhausted my cell data for the scheduled. This makes absolutely no sense to me because 10GB of cell data over a 60-day service period is exactly the same as my old $30-day plan that included 5GB of cell data over a 30-day service period. I could not get the TracFone service representative to agree with me. This person was very condescending and patronizing toward me and told me that I could receive an additional 5GB of cell data for an additional $50. I allowed them to charge my debit card the $50 because I needed the cell data. I then sent a text message to TracFone expressing my outrage at their price gauging and lack of understanding. TracFone Wireless then retaliated by deactivating my cell phone on September 24, 2024. I sent another text message to TracFone demanding a full refund but my phone is still deactivated and nothing had been refunded.
Customer Answer
Date: 10/10/2024
On Thursday, October 10, 2024, (at approximately 12:00pm) I received a phone call from a TracFone Wireless, Inc. on my landline with regard to the erroneous deactivation of my cell phone number ************** and other prepaid services. This was the second call from TracFone that I had received in three days. Nothing had been resolved by the first phone contact and my cell phone remained deactivated. This latest phone call took 1 hour, 4 minutes and 57 seconds and resulted in my phone being reactivated for 11 more days, (October 20, 2024). I was then told that I would have to purchase another cell phone plan if I wanted my service to continue. I originally requested a full refund for the debit card charges that began starting on August 20, 2024 and was supposed to provide service through October 20, 2024. I purchased an additional 5GB of cell data for $50 on September 20, 2024 because I was told that I had already used up my cell data for that service period. As near as I can tell, this TracFone service representative re-activated my cell service with the $40 upgrade package that I purchased back on August 20, 2024 because he once again confirmed that my service will terminate on October 20, 2024. My phone was deactivated in what was clearly a vindictive and retaliatory gesture after I complained about price gauging and inadequate service in a text message. Having my phone activated on 10/10/24 for another eleven days doesn't come close to accounting for the fifteen days my phone was deactivated starting on September 24, 2024. TracFone Wireless, Inc. continues to fail to provide the services that I have already paid for. They have insulted me further by activating my cell service for another eleven days in a clear attempt to pacify me. I not only want the full refund of at least $120.00. I believe now that The Better Business Bureau needs to punish TracFone Wireless, *** for their incompetent and insulting business practices.
Business Response
Date: 10/11/2024
Dear ****** ******:

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 number ******** complaint.

Your complaint states that you purchased a $40 airtime plan with 10GB of data on August 20, 2024, and upon purchased the representative told you that your Service End Date will be on October 20, 2024, which should not be correct for the plan was only for 30-days. It turned out you were already charged for the previous 30-day and the new $40 airtime plan should take effect September *******. However, along the way, you were told that you have exhausted your data allocation and were forced to pay $50 for additional data and your phone service was even deactivated. You are demanding a refund.

We have reviewed your TracFone account with phone number ending in 8804. Based on our records, on 8/21/2024, your credit/debit card on file was charged for a $30 unlimited talk and text, 10GB data / 30-days plan via auto refill wherein you were charged $27.5. The next day, 8/22/2024, another payment was made over the phone for a $40 unlimited talk and text, 20GB data / 30-days plan costing $44.02. The $40 plan was applied right away instead of putting it on reserved;sweeping the $30 airtime plan. Lastly, on 9/21/2024, you paid for an add-on data plan amounting to $50.

In an in-depth review, it was found that the account had a system deactivation on 9/24/2024; clearing those accounts with previous enrollment under the Affordable Connectivity Program (ACP). We do apologize for the inconvenience this concern may have caused you.

We spoke with you on 10/10/2024 via phone number ********** and you agreed to have your account reinstated instead of the refund. The reactivation was done successfully, and we both confirm that the service is working. To this date,you have your Service End Date moved to 11/19/2024 under the $30 airtime plan.

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 1306578122.

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

Complaint: 22346361

I am rejecting this response because:
On Monday, October 14, 2024, I discovered that my cell phone service, **************, had been deactivated, (yet again!!). I checked again on Tuesday, October 15. 2024 and the there was still no service. As of Wednesday, October 16, 2024, my phone is still deactivated. Please note that the latest correspondence from the TracFone ********************* plainly states that I would have cell phone service through November 19, 2024. Apparently, Tracfone Wireless, Inc. employs people who amuse themselves by subverting and antagonizing paying customers. I may be old fashioned, but it seems to me that certainly no way to run a successful corporation. I reiterate my original complaint. After purchasing a couple of $30 service plans from TracFone Wireless, I then contacted their customer service department in August of 2024 to purchase a $40 upgrade that included 10GB of cell data. (My previous $30 plan included only 5GB of cell data). Upon purchasing this $40 upgrade in August of 2024, I was then told that I would have cell phone service through October 20th of 2024. Since the TracFone service plans are valid for 30 days only, it was reasonable for me to assume that my debit card had already been charged for the old $30 plan and that my new $40 upgrade wouldn't be implemented until September 20 of 2024. To my surprise, (and disappointment), I received confirmation from TracFone on September 20th of 2024 that I would still have cell phone service through October 20, 2024 but that I had already exhausted my cell data for the designated service period. I then purchased an additional 5GB of cell data for $50 at that time. Since that interaction with TracFone, my cell phone has been inexplicably deactivated for 15 straight days. Upon being re-activated, TracFone Wireless submitted documentation indicating they would extend my cell phone through November 19th, 2024 under the old $30 service plan. Now, I find that my cell phone has been deactivated again with no explanation whatsoever. It's now very difficult for me to have any confidence in anything TracFone Wireless, *** states or presents to me in writing. I have already paid for services that I have not received. I simply can't understand how this corporation can get away with treating paying customers with this level of deception and animosity.

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 16, 2024,regarding BBB Case number ******** complaint.

Your complaints states that your phone was deactivated again. You already reported this issue and your account was reactivated, but now it happened again.

We reviewed your account and it shows that the service due date was supposed to be on 11/19/2024; however, the account was deactivated on 10/14/2024. An in-depth review of the account shows that the deactivation was due to a systemic issue in the account. We apologize for any inconvenience this may have caused you, and we have already submitted an escalation to prevent this error happening again.

We spoke with you on October 23, 2024, via phone number ************,and discussed the aforementioned. We reactivated the account and added the remaining balance. In addition, we have confirmed that all services including calls,text messages and data are working.

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 1306578122.

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: 10/31/2024

Complaint: 22346361

I am rejecting this response because:

I no longer have the necessary confidence that TracFone Wireless, Inc. will keep their word with regard to my cell phone service account. **********************'s terms, conditions and service plans are very clear to me but my service has been de-activated twice already after I made the required payments. The explanations and apologies now ring hollow to me for very good reasons considering that my debit card had been charged well over $120.00 just before these frustrating and irritating issues started to occur. With each re-activation, the promise of extended service and "extra" cell data has left me filled with skepticism. My phone has been re-activated by TracFone Wireless, Inc. once again and I've been promised extended service through December 25, 2024 this time around. It looks good. It sounds good. However, I find myself expecting the next cell data issue and/or de-activation of my cell phone service. I have made the decision to sign on with a different wireless service and I still would only be satisfied when my debit card is refunded all charges since August 20th of 2024 due to TracFone Wireless, Inc. victimizing a paying customer in such a manner.

Sincerely,

****** ******
Initial Complaint
Date:09/26/2024
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 ************** 5G 2024 in July 2024. Shortly after I found that the wake from tap function doesn't work right, and began troubleshooting.After a week of troubleshooting, I determined I needed help, so I reached out to Straight talk. Looking through their website and automated help options, I was directed to Motorola.After chatting with ********, it was determined the device has a defect and needs to be exchanged under warranty, which is handled through Tracfone, the parent company to Straight Talk. I contacted Tracfone via phone and chat looking for help, but was not able to get any as the agents were incredibly rude and difficult.
Business Response
Date: 10/14/2024
Dear
Daniel Leach:

We
have received and reviewed your Better Business Bureau complaint.

This
response is in reference to your correspondence dated September 26, 2024, regarding BBB Case number
22345333 complaint.

Your
complaint states that you purchased a Motorola Power 5G device in July 2024. After some time,
you have found out that it was defective. Upon contacting Motorola, you were
referred to TracFone for a warranty exchange but got no proper assistance.

We
apologize for any inconvenience we have caused with the issue. We value
customer feedback to support future improvements and to prevent similar issues
from occurring in the future.

In
our review, we can see that you have been contacting customer service regarding your device
concern since October 01, 2024. A replacement phone request was created on
October 2, 2024, with ticket reference number 1306321305. However, the request
is still pending due to the availability of your device phone model.

We
have been communicating with you since October 6, 2024, via email proving the
status of your replacement phone. We have mentioned that we can only provide a
4G compatible phone as a replacement since it is the only phone model available
with the Motorola brand, however, we understood that you only wanted to have a
5G phone with the same value as your original one. Thus, we will consider
providing you with a different phone
from a different brand and a 5G compatible, with features comparable with your
device. However, it would be best to speak with you directly to further discuss
the matter.

We
tried to contact you on October 14, 2024, by phone number 719-985-9069 at 1:16 PM EST and 2:58 PM EST
but to no success. Please know that we are doing our best to provide further assistance and resolve the
matter accordingly.

If
you should still require assistance, you can contact
1-888-251-8169 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 5418483 or Ticket Number 1306563264.

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

Business Response
Date: 10/14/2024
Dear
Daniel Leach:?

We
have received and reviewed your Better Business Bureau complaint. ?

This
response is in reference to your correspondence dated September 26, 2024,
regarding BBB Case number 22345333 complaint.? ?

Your
complaint states that you purchased a Motorola Power 5G device in July 2024.
After some time, you have found that it was defective. Upon contacting
Motorola, you were referred to TracFone for a warranty exchange but got no
proper assistance.?

We
apologize for any inconvenience we have caused with the issue. We value
customer feedback to support future improvements and to prevent similar issues
from occurring in the future.?

In
our review, we can see that you have been contacting customer service regarding
your device concern since October 01, 2024. A replacement phone request was
created on October 2, 2024, with ticket reference number 1306321305. However,
the request is still pending due to the availability of your device phone
model. ?

We
have been communicating with you since October 6, 2024, via email providing the
status of your replacement phone. We have mentioned that we can only provide a
4G compatible phone as a replacement since it is the only phone model available
with the Motorola brand, however, we understood that you only wanted to have a
5G phone with the same value as your original one. Thus, we will consider
providing you with a different phone from a different brand and a 5G
compatible, with features comparable with your device. However, it would be
best to speak with you directly to further discuss the matter.?

We
tried to contact you on October 14, 2024, by phone number 719-985-9069 at 1:16
PM EST and 2:58 PM EST but to no success. Please know that we are doing our
best to provide further assistance and resolve the matter accordingly.?

If
you should still require assistance, you can contact 1-888-251-8169 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 5418483 or Ticket Number 1306563264.?

Based
upon the foregoing, we will close this matter unless we hear from you. ?

Thank
you for choosing Straight Talk Wireless.?

Sincerely,?

Executive
Resolution Department?

Customer Answer
Date: 10/15/2024

Complaint: 22345333

I am rejecting this response because:
The company has not yet provided to me a comparable replacement device.

Sincerely,

Daniel Leach
Business Response
Date: 10/17/2024
Dear
Daniel Leach:

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
22345333 complaint.

Your
follow-up complaint states that you have not received a comparable
replacement phone yet.

We
have been sending email to you since October 14, 2024, to continue working with your
replacement phone. We offered you a comparable device under Samsung brand which
you agreed, however, with certain conditions. Conditions being asked are beyond
the Straight Talk Wireless terms and conditions. Due to that reason, we did not proceed in shipping out
the offered comparable phone.

According
to your last email correspondence on October 16, 2024, you have mentioned that
your phone screen issue has been resolved. However, you still have issues with your eSIM.

Please
be advised that Straight Talk Wireless is currently supporting eSIM for certain iPhone models; for android phones, we only
support Samsung Galaxy S24.

We
are very sorry if we cannot
activate your Motorola phone using eSIM at this moment. We value your
feedback to support future improvements.

If
you should still require assistance, you can contact
1-888-251-8169 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 5426159 or Ticket Number 1306563264.

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:09/26/2024
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.
Business not honoring the Extended Warranty / Insurance.I purchased a ******* Galaxy phone from ******** in October 2023. I purchased an Extended Warranty / Insurance to cover my phone.Around June / July 2024, my phone started malfunctioning. First it started getting very hot to the touch; then my phone began to malfunction - freezing up, pausing, etc., then it simply stopped working and wouldn't even turn on.First, I contacted ******* Customer Support and went through an endless loop of trying to reach technical support, then given a variety of the same instructions over and over again to evaluate my phone. None of their troubleshooting worked. Ultimately, despite ******** replacement policy, evidently ******* has a contract with providers such as Tracfone that authorizes them to make repairs, and told me I had to contact Tracfone for repair assistance or ultimately replacement.This is where I hit a brick wall. I spoke to Tracfone support and they said they'd email me a mailing label to send my phone in. I never received the label and never heard from them again, even after following up a few times. I had to go to the store and simply purchase another phone at the cost of $75. Hence my reason for filing this complaint - the company totally disappeared on me despite their obligations esp. considering I purchased the Extended Warranty / Insurance. I'm trying to resolve with Tracfone, so I won't have to contact ******** Corporate (or other Organizations) due to vendors selling products and policies from their stores, to which they do not provide any support in the event something goes wrong and/or honor the terms. To date, I'm just submitting the text of my complaint in case I have to direct this complaint to another company. I will provide my receipts and contract info. if my complaint is directed to the proper source - I don't want another ******* Customer Support situation of an endless loop, which was a frustrating waste of time.
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 26, 2024, regarding BBB Case number ******** complaint.

Your complaints states that the company is not honoring the Extended Warranty. The phone you ordered on October 2023 started to have some issues around June/July 2024; however, you had difficulties in having it fixed or getting a ***lacement despite paying for the Extended Warranty. You were informed that a return label was emailed to you to send the phone back for ***lacement; however, you never received the label, and have not heard of any update again. You had to purchase another phone amounting $75, and you wanted to get it refunded.

All new ********************* phones (except iPhones) are covered by a one (1) year limited warranty administered by *********************. ******* ************* only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. ******* ************* Terms and Conditions indicate that for ******* Purchases, your purchase is subject to ******** return policy. Please contact ******* to determine if your purchase is eligible for return.

Your account has been reviewed and a ***lacement request was issued for your damaged ********************* phone on 7/12/2024, with reference number **********. To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number on the same date via email provided.

Our records indicate that we did not receive the damaged phone from you within the 30-day return window. We advised you that in order to avoid the service ticket being closed and causing further delays, ******* ************* requires the customer to return the damaged device within the ****** return period. Per ******* *************'s policy customers are responsible for returning devices in a timely manner.

Since the previous ticket was already closed, we created another ticket to ***lace the defective phone on 10/2/2024, with reference number **********. Return Label has also been sent via email. Records show that your phone number was transferred to another phone on 7/11/2024, with reference number **********.

We spoke with you via phone number ************ on 10/3/2024, and discussed the status of your account and ***lacement phone request. We provided you the aforementioned information and advised that ***lacement phone will be shipped once our warehouse confirmed receipt of the defective phone.

We found no records regarding the return of the defective phone, thus, we contacted you on 10/10/2024 via same contact number, and you mentioned that you did not receive the return label. You requested a callback to get instructions on how you can return the defective phone. Therefore, we attempted to contact you via same contact number and email ************************* on 10/11/2024;however, we were unable to reach you and have yet to receive your ***ly to our email.

If you did not receive the return label via email, you may provide the following to the *** at *** store and have the label printed at no charge:

TRAC-************

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 10/28/2024

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.
I did not receive the label via email but I used the code provided to ship it via the *** store. The phone is either on it's way or should have been received by now. As mentioned, I tried but was ran in circles, which led me here.

Sincerely,

***** ******
Initial Complaint
Date:09/25/2024
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.
On September 20 or earlier, I purchased a TracFone gift card from *********** and apparently I was rerouted. ******* says the $15 was taken out and the purchase stated track phone services. I am asking. For the $15 to be refunded to my bank account Because the service was never activated
Business Response
Date: 10/04/2024
Dear Richard Stimmel:

We have received and reviewed your
Better Business Bureau complaint. This response is in reference to your
correspondence dated September 25, 2024, regarding BBB case number 22337340
complaint.

Your complaint states that you
purchased a TracFone gift card and paid $15 from Walmart.com around September
20 but you were unable to use it. Thus, you are asking for a refund.

Please know that any TracFone
product purchased from a retailer or wireless dealer (and not from Tracfone
directly either by phone or online), your purchase is subject to that
retailer’s return policy. To determine whether your purchase is eligible for
return, please contact the store where you originally made your purchase.
Tracfone will not process the return of any Tracfone product sold to you by a
retailer or wireless dealer.

We attempted to contact you
multiple times via phone 563-313-0342 and email [email protected] on
09/26/2024, 09/27/2024, 09/29/2024, 09/30/2024 and 10/03/2024, but with no
success. We have not heard back from you and no recent email response was
received.

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 5417926 or Ticket Number 1305952100.

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: 22337340

I am rejecting this response because: I can't understand people when they don't speak English, and i am tired of the run around I get when I call

Sincerely,

Richard Stimmel
Business Response
Date: 10/14/2024
Dear
Richard Stimmel:

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
22337340 complaint.

Your
follow-up complaint states that there is
still no proper assistance with your concern
about the gift card you have purchased from Walmart website. You cannot understand clearly the representative
who assisted you due to a
language barrier.

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.

Please
know that we are doing our best to provide further assistance with your
concern, however, please understand that TracFone product purchased from a
retailer or wireless dealer (and not from Tracfone directly either by phone or
online), your purchase is subject to that retailer’s return policy and refund
concerns will be further check by them. We do not have any records of your
purchase from any third party or retailers. Tracfone will not process the return
of any Tracfone product sold to you by a retailer or wireless dealer.

To
better discuss the matter, we tried to contact you by phone number 563-321-2524
on 10/09/2024, 10/10/2024, 10/11/2021, 10/12/2024, and on 10/14/2024 but to no
success. We also tried to dial your contact number 563-313-0342, but still
unsuccessful. We have also not received any
response from the email we sent to you at [email protected] since
10/09/2024.
If
you should still require assistance, you can contact
1-888-251-8169 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 5422562 or Ticket Number 1306751021.

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:09/25/2024
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.
This issue is regarding the scam operated by Tracfone service while buying their service they instated that would provide service and made us join the reward program. they ask us to refer friends and family by providing an attractive referral bonus, they say this bonus will be credited and available for use within 60 days. I am one of the victims of this major trap, they wouldn't credit the bonus and they come up with several made-up reasons to deny it.I have made several calls to customer care and every agent on call confirmed that I was supposed to receive these pending points they say it was a system glitch and then they won't do anything after that. my account number is-**********
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 09/25/24, regarding BBB case number ******** complaint.

Your complaint states that you joined the refer-a-friend promotion to gain extra rewards points; however, the points were not credited to your account.

We reviewed your TracFone account;it is active and provisioned in the system. Account History shows that 5000 rewards points are supposed to be added to your account after referring a friend to TracFone on 7/24/2024. The points were supposed to be available as of 9/22/2024; however, it remained in pending status. The rewards points were supposed to be available in after 60 days cooling period; however, an in-depth review of the account shows that the points remained pending due to a systemic issue. We apologize for any inconvenience this may have caused you, and we have escalated this issue for resolution, with reference ticket number **********.

Rewards points were successfully added on 10/4/2024. We spoke with you via phone number ************ on 10/06/2024, and discuss the status of your account and service concerns. We informed you of this update, and you confirmed that the rewards points were added to your account. In addition, you mentioned that you have issues with using the promo codes. We apologize for the inconvenience. This is a reported issue and has been determined that this was due to a systemic error. Our technical team is already working on a fix to resolve this matter, and we will let you know if there is any update.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 10/08/2024

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:09/24/2024
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.
Due to incorrect information from a Tracfone customer service **** I lost almost 16 GB of carryover data with a value of $150. I made several calls to Tracfone customer service to have my data restored but my attempts to get the data restored were unsuccessful. An email was sent to Tracfone executive ***** ****** and no response was received. Subsequent emails to Tracfone were returned as undeliverable. The loss of my data was not a result of my actions, in fact, I was proactive. Due to misinformation provided by Tracfone customer service, I lost my carryover data.
Customer Answer
Date: 09/25/2024
Below is a copy of the email that I attempted to send to Mr. ******* Tracfone Associate Vice President, ************* & Operations. I had also sent this email to **** *****, Senior Vice President, ************** but the email came back as undeliverable.
Unhappy Longtime Tracfone Customer
Hello Mr. *******

I have been a satisfied Tracfone customer for many years. This has changed recently due to the information and assistance that was provided to me by your customer service managers and representatives. I reached out to a customer service representative last month regarding almost 16 GB of my carryover data that was showing as coming due to expire. I asked the customer service representative what I could do to extend the expiration date. After being placed on hold, the agent came back on the line and told me that because I had recently added a plan that the expiration date would be extended. Well, that was not the case. I lost ***** GB of carryover data. I again reached out to Tracfone customer service and was told on the first call that the data would be added back within 2 to 3 hours, which didnt happen. On the second call, I was told that they would look into the issue and after being placed on hold several times was ultimately hung up on after being on the phone for almost an hour. For my fourth call to customer service, I asked to speak to a customer service manager with the hope that my data would be restored or at least some type of compensation would be offered. The customer service manager could only offer an apology. After all these calls my frustration and displeasure was increased after seeing that my lost data had a value of over one hundred fifty dollars.
The loss of my data was not a result of my actions, in fact, I was proactive. Due to misinformation provided by your Tracfone customer service, I lost the my carryover data.
After researching consumer help sites online for suggestions on resolving consumer complaints, it is my hope that reaching out directly to you will provide to me both a positive customer experience and a resolution to my complaint with Tracfone. I am requesting that you restore the ***** GB of data to my account.

Respectfully,

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

Business Response
Date: 10/01/2024
Dear **** **********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 25 2024, regarding BBB case # ******** complaint.

Your complaint states that you almost lost 16 GB of carry-over data due to incorrect information given to you by a customer service representative. You requested to have them restored, but it was unsuccessful.

We reviewed your TracFone account;it is active in our system. Account History shows that you have been adding ***** and unlimited service plans, with carry-over data. Our records indicate that your remaining data balance were removed after adding a service plan on 8/14/2024 due to a systemic error.

We spoke with you via phone number ************ on 09/26/2024; we discussed the aforementioned and you let us know it happened after applying a different service plan and we agreed to contact you back as we would initiate an internal escalation to resolve this issue.

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 have since updated your account and manually added the accurate data balance on your account.

Your data balance has been restored successfully as of 9/28/2024. We spoke with you on 09/30/2024 via same contact number and you confirmed that your mobile data has been restored, and is working.

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

Please refer to Email Reference Number ******* or Ticket Number 1305893890.

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

Sincerely,

Executive *********************
Customer Answer
Date: 10/01/2024

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.
It is unfortunate that I had to resort to filling a complaint with the BBB to get this matter resolved. Tracfone needs to improve its handling of customer service issue at the initial stage of a customers complaint.
Thank you for establishing a direct BBB link for filing consumer complaints related to Tracfone.

Sincerely,

**** **********
Initial Complaint
Date:09/24/2024
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.
Total by ******* is telling me they cannot activate my brand new unlocked Pixel 8, even though their network supports Pixel phones and the device is compatible with any network. Their support will not help me resolve this issue and they keep telling me I should return the device and buy a phone from them instead. Why would I do that when they advertise that you can bring your own device?
Business Response
Date: 10/08/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint.
This response is in reference to your correspondence dated September 25, 2024, regarding BBB case number ******** complaint.
Your complaint states that Total by ******* cannot activate your brand-new unlocked Pixel 8 phone, even though it is compatible with any network. You were advised to return the device and buy a branded Total by ******* phone.
We reviewed your account, and it shows that you contacted our customer service on September 11, 2024, requesting to transfer your phone number ending in 2766 from your old phone to a new Bring Your Own (BYOP) device; however, the system indicate the device is not compatible with our network.
We spoke with you on October 02, 2024, by phone number ************; and provided us with your phones IMEI ending in 8740. Upon checking, it appears that your device is not compatible with our network to be activated using an eSIM preventing us to continue with the device activation.
Please know that we are more than willing to assist you with your device concern. We received your email asking if we could activate your physical IMEI; and as part of our effort to provide positive response to the concern, we have opened an escalation for the matter to further review your device compatibility. Thus, it is important to speak with you once again to gather further details that would help us to accurately identify your device's eligibility.
We made a follow-up call to you on October 8, 2024, using the same phone number indicated on your complaint, but to no success. We have also not received a response from the last email we sent to you.
If you still require assistance, you can contact an agent at ************** 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 1305894492.
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: 10/13/2024

Complaint: 22335743

I am rejecting this response because:
I did reply to your emails, multiple times. I also followed the instructions in the emails and your voicemails to contact you at ************** PIN/Ext. ****.
The funny thing is, when I dial that number, you never give me an option to enter PIN/Ext. number, and instead a person eventually picks up the phone, and all they do is make excuses or empty promises, which are not documented on the complaint the next time I call.
I am available any weekday at 8AM or at 5PM Eastern time, so if you want to talk to me call me then.
The IMEI number I am trying to activate is ***************, and it is a fully unlocked ****** Pixel phone that is eligible for activation on any other ******* carrier, so why would Tracfone / Total Wireless not be able to activate it when *******, Visible and all the others are able to?
Sincerely,

****** *****
Business Response
Date: 10/23/2024
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 attempted to reach us using the provided hotline number and PIN; however, there is no option to enter a PIN. In addition, the issue with activating your phone through TracFone or Total Wireless remained unresolved.

We already identified the systemic error regarding the hotline number, and it has already been fixed. However, the matter with your ****** Pixel phone being unable to be activated to our brands, is still in the process of getting fixed. The team has already identified that this was caused by a systemic error; however, due to the complexity of this matter, a rigorous review is required prior implementing the update to avoid further system errors. We apologize for any inconvenience you may have experienced with this matter.

We spoke with you on 10/23/2024 via phone number ************, and discussed the aforementioned. You acknowledged the update and agreed to call us for further updates regarding the case.

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 1305894492.

Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Total Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:09/23/2024
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 received my TracFone/Safelink wireless Blu View 2 today. From go, the first not even 2 months ago phone was unusable with many issues, such as, constant freezing /crashing/jumping screen/****** chrome not responding/ ..to final black screen. It appears to me new phone is on track to be unusable as well (no wifi access my network not even available )/now locked out of ****** after too many failed attempts to log in....codes sent did not work (other devices in home work fine). I am a 54 year old disabled caretaker of my aging / ill aging parents, and can do without unnecessarily being inconvenienced for poor quality of services (TracFone / Safe-link wireless / Blu phone ***** Today I received (Blu View 2) phone..called TracFone support for help setting up phone. First tech did not communicate (listen) well, leaving me to have to keep repeating myself...disconnected with him...called back to speak to anyone else (since he told me no manager was available to assist)..second tech ******, all troubleshooting's failed and she was of no help either...after wasted 1.5 hours (total)...I don't need to be transferred to any one else....after 1.5 wasted hours...and mothers ***** appointment was nearing...still without a fully functioning phone (that I think is refurbished.) This is by far the worst phone I've ever purchased This phone came equipped with too many problems to be brand new (like 1rst phone). I get it devices come with issues. This TracFone / Blu View 2 unacceptable for any paying customer. I resent ********************** for marketing such a poor below dollar store quality phone. I need a fully functioning phone .
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 September 24, 2024, regarding BBB case number ******** complaint.

Your complaint states that you have a defective phone, and you need a replacement.

We spoke with you on 9/26/2024 via phone number ********** and you stated your difficulties in using your TracFone Blu View 2 device. To aid you, an escalation to replace the phone with a different phone model was filed. On 9/29/2024, we received the approval and create the replacement phone request with reference number **********. As per *** tracking number 1ZY870930200368278, the replacement device, a ************************ was delivered on 10/04/2024. Based on our records, the replacement device was activated by switching your number and service over to it on 10/04/2024. Reference number **********. We made a follow up call on 10/04/2024 where you confirmed that you received the new phone and the service is working.

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 1305886103.

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

Sincerely,

Executive Resolution Department

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