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.

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Submit a Complaint

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

Initial Complaint
Date:09/22/2024
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.
On Sept 20, 2924 I requested an phone number change from tracfone due to hundreds of solicitation calls that I was unable to suppress. I am a disable vet and need my phone clear often, including text. My previous number was ************. I requested a 202-450-xxxx number. She said I have to transfer you which didn't happen. She hung up. When I called back the recording says my number is ************. Saturday I could not get pasr the automatic system which transferred my number to ************. A second attempt gave me another 771 number and finally an operator who said "okay" to my 202-450-xxxx request in fact transferred my number to ************.If I cannot get a 202-450-xxxx number I will simply go to another company.
Customer Answer
Date: 10/07/2024
Since 2 weeks before the Hurricane, I have been trying to get TracFone
to correct my number.
For some reason while I was trying to use ****** points to pay my bill,
someone or something changed my number. This is the second time that
this occurred. I made over 20 attempts to get my number corrected, and
six or 7 idiots (that should not be allowed in Tech Support who barely
speak English) changed my number to something else where it remains. [ I
have had between 6 & 9 phone numbers in this period from Support
who could not answer the question about what my problem was.] I have
been contacted by TracFone once from their bbbtfassist **** and promised
it would be resolved. That was last week. Well still my Doctor and the
V.A. cannot reach me. They have not followed through on their promises
and likely never will. These are the most useless tech support in
existence - Anywhere.
Correct my phone number back to ************ or at least to
202-450-xxxx; Credit ****** (in my account) points to monthly payments.
This the amount on my screen, yet the website will not accomplish
this.; Correct by bill for credit for the month it was down
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 September 23, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you would like to change your number due to unwanted solicitation calls and would like to maintain a 202-450-xxxx number; otherwise,you will transfer to another service provider.

In reviewing, the record shows that you initially requested a phone number change on 9/21/2024 and since then two new numbers were assigned to your phone with area code 771, and not what you expect it to be with area code 202. We do apologize for the inconvenience this concern may have caused you. Please know that the new phone numbers are system generated, and we have no option to pick one for you.

We initiate contact via email *********************** and on October 1, 2024, we received an email response from you stating that email is your preferred communication and mentioned about trying to change back your number to your old one ************. An escalation was filed to make it possible. Finally, on 10/14/2024, we got the number back and reassign it to your phone. We have emailed you as well regarding the matter. All you have to do now is to turn the phone off and on before testing the service. So far, since then, we have not received any email response from you.

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

Please refer to email reference number ******* or Ticket Number 1302325520.

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: 22322346

I am rejecting this response because: Statements Like "If you should still require assistance, you can contact **************" and taking a month to fix my phone shows that (1) The complaint was not read (2) The full matter was not resolved (3) Proper credit has not been given (4) I am deaf and your implication violates the Americans with disabilities act.
I have a low low opinion of TracFone and especially their tech support which is the worst in the country, perhaps the world. They have never ever been able to activate a phone in my 20+ year history with tracFone. My wife gave up and left TracFone 8 years ago, showing she is smarter than I am.
Re-Reading the original complaint should resolve the matter provided that it is remedied.
(5) Taking a month for a simple task at any other Mobile Network is highly unacceptable. This is a 1 minute activity - I was supervisor and would have fired anyone who could not resolve the problem on a first call resolution and a corporate wide call time on 5 minutes.

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 it took a month to fix your phone, and expressed your dissatisfaction with the service. You also stated that the whole complaint has not been resolved; proper credit has not been given yet.

Based on your initial complaint, you are requesting to get a specific area code and prefix to be your phone number; however, it was not done as requested. Please note that phone numbers are generated randomly upon activation or phone number change request, per ZIP code. In addition, some ZIP codes may have multiple area codes. Nonetheless, this matter has been resolved by using your old phone number ending in 7089.

Moreover,you also stated that the ****** rewards points you have is not reflecting when you log in to the website. We confirmed that your account has that amount of points claimed. Please consider to log in your account again and verify if the points are now reflecting.

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 have sent you emails at ************************ from 10/18/2024, to discuss the status of your account and service concerns,and we received your reply on 10/23/2024, stating that the issue has been resolved.

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 1302325520.

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: 10/26/2024

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.
PLEASE REVIEW THE ATTACHMENT.

Sincerely,

******* ********
Initial Complaint
Date:09/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DEAR BETTER BUSINESS BUREAU CONSUMER TRACFONE WIRELESS CELLPHONE CUSTOMER REACHING OUT TO THE ******************** TODAY BECAUSE SHES BEEN HAVING DELAY PROBLEM ISSUES WITH HER WIRELESS CELLPHONE PROVIDER GOES BY THE NAME OF TOTAL BY ******* HER WIRELESS CELLPHONE COMPANY THEY OPERATE UNDER TRACFONE WIRELESS BRAND TOTAL BY ******* WIRELESS CUSTOMER BOUGHT & SMARTPHONE DEVICE FROM HER LOCAL ******* STORE AFTER THE CONSUMER WIRELESS CELLPHONE CUSTOMER PURCHASE HER PHONE SHES HAD ONLY HAD HER PHONE FOR 2 WEEKS AFTER ACTIVATE & GETTING BRAND NEW PHONE NUMBER ISSUES FROM HER WIRELESS CELLPHONE PROVIDER TOTAL BY ***************** BRAND COMPANY TOTAL BY ******* DEACTIVATE MY TOTAL BY ******* SMARTPHONE WITH OUT MY CONSENT AGREEMENT TOTAL BY ******* WIRELESS CUSTOMER HAD PURCHASE & 40 DOLLAR AIRTIME PLAN MINTUES CARD FROM HER LOCAL DOLLAR GENERAL STORE TOTAL BY ******* WIRELESS CUSTOMER STILL HAD REMAINING AIRTIME SERVICES DAYS PLAN MINTUES LEFT ON HER PHONE PLAN THE SERVICES PLAN AIR CARD ARE GOOD FOR 30 DAYS TOTAL BY ******* REFUSE TO TURN MY PHONE BACK ON ONCE THEY TURN ITS OFF
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 September 22, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you paid for your phone service, but it was disconnected without consent.

We spoke with you on 9/30/2024 via phone number ********** and your number ending in 3667 was provided. In reviewing, the number was deactivated on 9/21/2024 due to a violation of terms and conditions. In addition, prior to the deactivation, the record shows that the service was being used. Therefore, the refund request is denied. Moreover,the record shows that you were made aware of the situation of your account already on 9/22/2024.

Total Wireless Terms and Conditions under Unauthorized Use of Service states that, ************ (i.e.,voice, text, or data services) may only be used for the following purposes,without excessively contributing to network congestion: (a) person to person voice calls, (b) text, and picture messaging, (c) web browsing, email, ordinary content downloads and uploads, video, game and audio streaming, and (d) Voice over Internet Protocol (VoIP). ************ may not be used in connection with certain unauthorized uses that may adversely impact other customers using our Service or the Carriers network, as well as any illegal purposes or purposes that infringe upon others intellectual property rights, or in a manner that violates trade and economic sanctions and prohibitions as promulgated by the departments of Commerce, Treasury or any other *************** agency.

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 1305960934.

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: 10/03/2024

Complaint: 22321573

I am rejecting this response because:

Sincerely,

***** *****
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 October 3, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are rejecting the initial response of your complaint.

We attempted to contact you via phone number ********** and email *********************** on 10/08/2024 and 10/11/2024 but with no success. We have not heard from you and no email response was received as well.

Based on our records, a violation of our Terms and Conditions was truly committed.Thus, the account is currently restricted. To aid you in possibly reactivating the phone, as a one-time courtesy, we filed a dispute for reconsideration. We are waiting and hoping for a positive response, and we will provide feedback once an update is available.

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 1306685795.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/21/2024
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 have a screenshot proving I had ***** GB of Data before I transfered my service to a new tracfone. The minutes and texts transferred fine but the data was nonexistent and they refuse to give me back data I paid for and built up. They lied to me and told me they were resend 10GB and they did not. They would not allow me to show proof that I did not use up the data as I had taken a screenshot minutes before showing it in my account.
Business Response
Date: 10/10/2024
Dear **** Yaghleji:

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

Your complaint states that when you transferred your balance to another phone, the balance and phone number were transferred except for the 25 GB of data.

We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue. An in-depth review of your account shows that a systemic issue was encountered when processing the transfer of your phone number, which caused the data balance to be removed. With this, we updated the account and added the missing 25 GB of data balance. We checked your account and it is active and well provisioned in our system.

We spoke with you on October 9, 2024 via phone via ************, and discussed the status of your account and service concerns. We informed you of the aforementioned update and you acknowledged it.

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 1306269221.

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: 10/10/2024

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,

**** Yaghleji
Initial Complaint
Date:09/21/2024
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.
On September 10, 2024 I ordered a ***** 2760 Flip phone on **************************. I also ordered the $19.99 Plan for flip phones at the same time. On 9/12/2024 I received an email that said, "We noticed you are trying to add a new device and or phone number to your account. If this was you, no problem! if this wasnt you, login to your account and verify your information for any changes.This is an automated message. Please do not reply to this email. If you need additional help, call us at **************." I still hadn't received the phone yet so I called the number and expressed concerns that I hadn't tried to add a new device or phone number. I logged into my online account and noticed a phone number tied to my new phone and asked how to change it. I was told that it was temporary and I could activate my phone with a new number once it came in. I asked why I hadn't received a PIN number for the plan I bought and they told me it would automatically be added once phone was activated. I am trying to activate my phone now, but they are claiming I never purchased a plan. I have emails and receipts for proof!
Business Response
Date: 09/27/2024
Dear Sierra ***************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 21 2024, regarding BBB case # ******** complaint.

Your complaint states that you ordered a ***** 2760 Flip phone and a service plan on 9/10/2024; however, when you tried to activate the phone, you were told that there is no service plan included.

Upon reviewing your account, our records show you placed an order on 09/10/2024 in the amount of $31.24 for a refurbished ***** 2760 and a TracFone 90-day service plan that was delivered by *** on 09/13/2024; per tracking reference number *****************.

An-depth review of your account shows that a technical issue caused the system to not apply the plan when you initially activated the device and the plan has been already assigned on 09/21/2024; per ticket reference number 1305694776.

We spoke with you via phone at ************ on 09/24/2024; we discussed the aforementioned and you notified us that your issue has been resolved.

We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. TracFone is committed to an outstanding customer experience and prides itself on providing reliable service that is accessible to all. We assure you that regular training is conducted to equip our customer care service representatives with the skills necessary to provide a customer experience that meets our customers satisfaction.

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 1305782162.

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: 09/27/2024

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,

Sierra ******
Initial Complaint
Date:09/20/2024
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.
COMPLAINT TO BETTER BUSINESS BUREAU RE: ******** Tracfone XT2093DL, Number ************;IMEI Number 355 568 112 464 885 ISSUE My ******** 5G Tracfone was deactivated twice within two (2) weeks, 8/29/2024 and 9/10/2024, less than 2 months after I received a replaced phone on 7/23/2024, even though Customer Support by my texting with use of Wi-Fi from my deactivated cellphone had stated that I had plenty of talk time, text messages, data, and the Service End Date was not until 12/7/2024,. In addition, I was without a cell phone for approximately 5 weeks waiting for the new cellphone to arrive, even though they told me I should receive the new phone 2-3 days after the old phone was returned. Also, I was not able to get the phone Service End Date corrected after repeated communications with **************** on 09/10/2024, so I bought a new cellphone from a different company.
Customer Answer
Date: 09/23/2024
We received a phone call and an e-mail from "Kenay" today. When my husband tried calling him back, the operator answering stated that the person on that extension did not answer. I responded on the e-mail, then Kenay called us back again. He told my husband ***** that my phone was a refurbished phone belonging previously to someone who had had Lifeline and no longer had it or the phone. Someone decided to cancel my service twice based on that, even though my phone number is different. He said again they could reinstate the account; however, I restated the fact that I had had to buy a new phone because of all these problems since August 29. He said there was no money connected with the call minutes, the mobile data, all the text messages left or the time or money they made me lose. They refused to refund any money spent on this Tracfone. I don't think anyone should buy TracFone service or phones. I guess this ends my complaint. I can't do anything more. (And their **** are not good at speaking English!)
Business Response
Date: 09/26/2024
Dear ***** ***********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 05, 2024, regarding BBB case # ******** complaint.

Your complaint states that TracFone has deactivated your phone twice within two (2) weeks; on 08/29/2024 and 09/10/2024 even though you were informed you had plenty of service until 12/07/2024. You also expressed your situation about having to wait five (5)weeks to get a replacement phone when you were told it would take 2-3 days after the old one was returned. In addition, your service end date has not been corrected so you decided to purchase another phone from a different company.

In our review of your account history, it shows that the ticket to replace your old phone with battery issue, was created on 6/4/2024. It was not until 7/23/2024 that you received the replacement phone. An in-depth review of the account shows that the shipment of replacement phone was delayed because the requested phone model is out of stock.

On the other hand, we confirmed that your accounts service due date should be on 12/7/2024; however, it was deactivated on 9/9/2024. The sudden account deactivation was caused by a systemic issue in the system. We apologize for any inconvenience this may have caused you.

We spoke with you on 09/23/2024 via phone number ************, and discussed the status of your account and service concerns. We explained the aforementioned and offer to reconnect the service and have the systemic issue fixed; however, you refused the offer and requested a reimbursement for the remaining airtime instead.

Please note that TracFone airtime has no cash value and is non-refundable. Any Service which remains unused at the time of termination cannot be refunded.

If you should still require assistance, you can contact ************************. 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 1305779174.

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: 09/27/2024
We DID NOT request a particular phone model. Every 3-5 days they had a different excuse why the phone was not sent and promised again that in 3-5 days they would send it to us.
Customer Answer
Date: 09/27/2024
I did e-mail them to say okay to reinstate the account one more time (tonight's e-mail). I plan to use up the call time, texts, and data and throw out the phone on 12-7-2024.
Customer Answer
Date: 09/28/2024

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.

Sincerely,

***** ***********
Customer Answer
Date: 10/01/2024
I did e-mail them to say okay to reinstate the account one more time (tonight's e-mail). I plan to use up the call time, texts, and data and throw out the phone on 12-7-2024
BBB Reference number ******* or Ticket Number 1305779174
Business Response
Date: 10/04/2024
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 your line was deactivated multiple times despite having balance for talk minutes, SMS units, data and with Service End Date on 12/7/2024. You are giving the chance to reinstate the account for you to use the service throw out the phone on 12-7-2024.

In reviewing, the TracFone account is active, and usage report shows that service is being used. The record shows that reactivation was done on 9/27/2024 with reference number **********; the process reinstated your minutes and service days.

We attempted to contact you via phone number ********** on 10/03/2024 but was with no success. However, you responded to the email sent via *********************** and stated that your issue has been 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 1305779174.

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
I told TracFone in my last e-mail that the issue is resolved, but this last representative did not seem to understand it. And this person had such a very thick accent that I barely understood what they were saying. I suggested that any customer service **** working with *********************** companies speak English well or go to school to learn English.
I did not need any more time for minutes, text messages or data. I just wanted my service date corrected. Because of the problems with TracFone, I had to buy a new cell phone immediately. As a result, I now have one cell phone with unlimited talk and texting, for which I am paying $20 per month. I wanted to run out the time, minutes, and texting on the TracFone, because I no longer need it.

I still would not give TracFone a good rating.

***** ***********
Customer Answer
Date: 10/07/2024

Complaint: 22316565

I told TracFone in my last e-mail that the issue is resolved, but this last representative did not seem to understand it. And this person had such a very thick accent that I barely understood what they were saying. I suggested that any customer service **** working with *********************** companies speak English well or go to school to learn English.
I did not need any more time for minutes, text messages or data. I just wanted my service date corrected. Because of the problems with TracFone, I had to buy a new cell phone immediately. As a result, I now have one cell phone with unlimited talk and texting, for which I am paying $20 per month. I wanted to run out the time, minutes, and texting on the TracFone, because I no longer need it.

I still would not give TracFone a good rating.
Initial Complaint
Date:09/19/2024
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone has a program called Tracfone Rewards that earns members prizes or points and that can be redeemed for things like free airtime. I played the Scratch To Win Game on September 3, 2024 and it displayed a message that said: Congrats! You have won a ******** Device. That was it. No further explanation of how to claim this prize. It didnt show up in my activity list either. I made a screen shot of the award page and called **************** twice. Both times I got the runaround. The first time on September 3 I was shunted from one individual to the next, put on hold ***eatedly for the better part of an hour and finally told someone would contact me within 24 hours once they had looked into it further. At that time I specifically asked the ***resentative, Jovelle for a reference number but was told there wasnt one. She gave me a different number to call "in case I had to get back to them". No one ever contacted me and when I called the number Jovelle gave me their auto-system asked for a reference number, which of course, I couldnt provide because I wasnt given one. Then it bumped me right back to another clueless customer service *** who eventually put me on hold for 20 minutes of dead silence, allegedly while I was being transferred to the correct department, before I was completely disconnected. In all I wasted about 90 minutes getting nowhere. From reading other posts on Tracfones own forum about high value wins not being credited it seems that Tracfone is well aware of the problem but is disinterested in fixing the issueor awarding the prizes its members have won through their Rewards program. Ever since Tracfones acquisition by ******* the Rewards program has deteriorated to the level of a scam that exists solely for the purpose of getting people to agree to allowing them to sell their data to other marketers in exchange for a digital magazine subscription--the only "prize" you will win 95% of the time.
Business Response
Date: 10/04/2024
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 20, 2024, regarding BBB case number ******** complaint.

Your complaint states that on September 3, 2024, you played the Scratch To Win game and won a ******** device but no instruction on how to claim the prize was given; no one can provide you with any details as well.

We spoke with you on 9/26/2024 via phone number ********** wherein you have provided us the necessary information to check eligibility of the rewards. On 10/02/2024, we received the response for our escalation and was informed that we just received the final list of our September winners for the ******** device. Please note that the process for prize fulfillment will begin on 10/02/2024 and should take about 20 days for you to receive the prize. We attempted to call you back on 10/03/2024 and 10/04/2024 but with no success.However, you received our email message via **************** and responded about agreeing to wait in receiving the prize.

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 1305670558.

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

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,

***** ********
Customer Answer
Date: 11/11/2024
I agreed to close this complaint because Tracfone had offered a satisfactory resolution. However, they have not followed through so I wish to reopen it. To summarize they agreed that I had won a ******** G5 device on their Scratch To Win Game and said that I could expect to receive it in about 20 days. This was on October 2, 2024. It has now been well over one month and I still have not received the phone. I sent two emails to the "Executive Resolution" *** handling the complaint and he never responded to either of them. It seems like they tell you what you want to hear to placate you without any intention of ever honoring it and then completely ignore you when inquire about it. More than ever it seems like their Tracfone Rewards program is a scam that exists solely to sell customer data to marketers.
Business Response
Date: 11/21/2024
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 13, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you won a ******** device playing the scratch to win game, but were given no explanation on how to receive this reward. Upon contacting customer support, you were transferred to several different **** and none of them were able to help.

We apologize for any inconvenience this may have caused you. We have sent an escalation to verify this information. We have confirmed that you are one of the winners for the Scratch and Win game, and would receive a Moto G 5G device. Winners will receive the prizes in batch. For September winners, please allow ***** business days to receive the prize.

We spoke with you on 11/20/2024 via phone number ************ about the escalation that we have sent and provided you a turnaround time. However, you expressed your dissatisfaction and why it took so long for this to be completed.

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: 11/26/2024

Complaint: 22311387

I am rejecting this response because:
I would prefer to leave this complaint open until I actually receive the phone. I have little confidence that Tracfone will follow through with the resolution they provided simply because they failed to follow through with the same resolution the first time. So far I have received nothing from Tracfone other than empty promises to send me the prize I won on their Scratch To Win game in the bogus Tracfone Rewards program. I am very dissatisfied with the way Tracfone has continued to drag out and evade completing a process that began back on September 3 when I won this prize. Their Customer Support experience has been abysmal. It seems designed to make every interaction as frustrating as possible. You are simply shunted from one agent to the next, repeatedly put on hold or disconnected and provided one timeline after another.

On October 3 Tracfones formal response to my complaint stated that I would receive the prize I wonA ******** Moto G5 phonein twenty days, approximately October 23. It is now the end of November and I still dont have the phone, necessitating my reopening of the complaint.

When I called their ******************************* to follow up I was told that no ticket to complete the process had ever been created even though they clearly provided one to the BBB. The agent I spoke with this time created a new one, yet when Tracfone responded to the BBB for the second time neither of those two ticket numbers was present. Instead they provided one that is actually the BBB complaint number! This time they are providing a receipt timeline of 12 to 14 days. That would be December 4. Once again, just endless timelines that drag on and get exactly nowhere. So, no I will not accept Tracfones resolution until they actually send me the phone. You may wonder if an Moto G5 is worth all this effort and aggravation. No its notbut the principle is. I won it and I want it.

Sincerely,

***** ********
Business Response
Date: 12/06/2024
Dear ***** ********:

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

Your complaint states that you still have not received your prize, a Moto G5 phone.

We do apologize for the inconvenience this concern may have caused. Rest assured we are here to help.We made a follow-up escalation in regard to the matter on 12/04/2024; it was verified that you are part of the September winners but had failed to fill out complete shipping information that is causing this delay. We do understand that a technical issue was experience so we are trying to expedite this process for you.

We spoke with you on 12/06/2024 via phone at ********** and you confirmed to us all needed information including your shipping address. We have forwarded these details to the team handling the shipment and awaits for your tracking information. We will keep you updated once the information is available.

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 1305670558

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: 12/06/2024

Complaint: 22311387

I am rejecting this response because:
This is the third time Tracfone has assured me via the BBB that the phone I won way back in September will ship now that it has been verified by management. It is also the third time it has been verified by management and it never happens. I have yet to receive a tracking number so I can verify it has actually left the building and is on its way. All I do get is empty assurances that it will happen. This time they alluded that the delay was due to my not completing a shipping form. Thats because I never got onewhich is the reason I filed a complaint in the first place. However, Tracfones ******************************* has verified my shipping address multiple times already. Both over the phone and by emailthe last time as recently as this morning when I received the latest call from them. I did ask the agent to read it back to me to assure that she had written it down correctly, but I was actually told she couldnt share that informationwhich I had just given herfor privacy reasons, she could only verify what I repeated. Is that ridiculous or what???? No wonder nothing gets done there. Anyway I will be keeping this complaint open until I actually receive the phoneif that ever happens. I have stated my intention to Tracfone, that I will be escalating this complaint myself to the *** for fraud and urging others via social media who have also been scammed by this so-called Tracfone Rewards program to do the same if I dont receive a tracking number by next week.

Sincerely,

***** ********
Customer Answer
Date: 12/09/2024

Complaint: 22311387

I am rejecting this response because:
This is the third time Tracfone has assured me via the BBB that the phone I won way back in September will ship now that it has been verified by management. It is also the third time it has been verified by management and it never happens. I have yet to receive a tracking number so I can verify it has actually left the building and is on its way. All I do get is empty assurances that it will happen. This time they alluded that the delay was due to my not completing a shipping form. Thats because I never got onewhich is the reason I filed a complaint in the first place. However, Tracfones ******************************* has verified my shipping address multiple times already. Both over the phone and by emailthe last time as recently as this morning when I received the latest call from them. I did ask the agent to read it back to me to assure that she had written it down correctly, but I was actually told she couldnt share that informationwhich I had just given herfor privacy reasons, she could only verify what I repeated. Is that ridiculous or what???? No wonder nothing gets done there. Anyway I will be keeping this complaint open until I actually receive the phoneif that ever happens. I have stated my intention to Tracfone, that I will be escalating this complaint myself to the *** for fraud and urging others via social media who have also been scammed by this so-called Tracfone Rewards program to do the same if I dont receive a tracking number by next week.

Sincerely,

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

Business Response
Date: 12/19/2024
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 12/6/2024, regarding BBB Case number ******** complaint.

Your complaint states that TracFone has confirmed multiple times that you won the Scratch and Win game way back on September. However, you still were not given the tracking number to verify the shipment of the device you are supposed to receive.

We apologize for any inconvenience this may have caused you. To avoid order discrepancies and further errors, prizes for the Scratch and Win game are sent in batch. The prize you won would be delivered together with the next batch of winners;however, the tracking number is not available yet.

We spoke with you via phone number ************ on 12/16/2024, and discussed the aforementioned. You acknowledged the updates, but expressed your disappointment regarding this matter. We submitted an escalation for follow-up, and agreed to contact you for updates.

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 contact you once we receive updates regarding the tracking number of the shipment of the device you won. Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 12/21/2024

Complaint: 22311387

I am rejecting this response because:
I do not accept the resolution Tracfone provided since it is the forth time they have assured me and the BBB that the prize I won on their bogus Scratch To Win game will be sent. It never happens. They just go around in circles with an endless process of escalating the complaintwhich means they send it somewhere to verify that I won a ******** G5 cell phone, and then assure me it will be shipped out. The problem is it never goes any further than that. There is no follow through, no single representative handling the complaint from beginning to end and making sure the phone is actually shipped out, and if not finding out why and resolving the problem before they send the same lame BS response to the BBB and thats it, theyre done. Maybe the complaint should be going to Tracfone headquarters in ***** instead of being intercepted by a call center in the *********** where it stalls out every time and never actually gets resolved.

Sincerely,

***** ********
Initial Complaint
Date:09/18/2024
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.
This current complaint might be a follow-up to complaint #******** which we worked on in March and April this year. The phone has worked up until this week where it started with the same issue again. But this time, when I called the TracFone customer **** they said they could do nothing and told me I could submit a complaint to you when I told them that that's what it took last time to fix the problem. Furthermore, I wrote a letter to ***** ******* who was appointed to resolve the issue last time and she has not responded. On that occasion she had to send me a new SIM card in order to get the phone working again. So here I am again with a phone that will not Access Wi-Fi unless I pay $10 per gigabyte data, which is not supposed to be happening, especially not in my house where I have internet! Subsequently, I have to use a 10 or 12 year old phone that is deactivated but can still access Wi-Fi as should my new one that is being denied access.Any and all assistance to resolve this issue is greatly appreciated as I have one more year left on this contract and am retired so I do not have the resources to just throw away the phone and the contract because these people want to scam me out of using a Wi-Fi the way it was initially contracted for but now want to make me use the data that I have bought for ambulatory use of the phone while at home at $10 per gigabyte!! I think it's time that someone put together a class action suit against these people and how they go and and change things around and just scan more money off customers that might not know better..I thank you in advance for any assistance you can give me..Respectfully submitted, ******* ******
Customer Answer
Date: 09/19/2024
Copy of letter I sent Ms Cernadas, to which there has been no response
The problem is repeating itself again..
Yahoo/Sent

From:[email protected]
To:Cernadas, Jany

Tue, Sep 17 at 3:27 PM

Dear Ms. Cernadas,
I trust this message finds you well and I apologize for having to bother you again, but this nightmare is starting once again. I have called TracFone customer service and they're putting me through the ringer again telling me to turn on the data to use internet which is wrong because I am home and should be able to access internet for free the way I am doing on this 10-year-old phone that I'm writing to you from.

If you recall, you had to send me a new SIM card because nothing that was done with enable the phone to access internet in my house the way it should have done. Please help me because I'm at my the end of my patience with the ineptitude of the people at the other end of the TracFone customer service line.. It seemed that you were the only one who had the knowledge and the ability to resolve the problems with the phone...

Last time I had to resort to complain to the Better Business Bureau in order to finally put an end to this nightmare of getting my phone to work correctly given Tracfones inability to have adequate coverage on calls. I don't wish to go through that again. I hope that you are available to give me some assistance or appoint someone to give me some assistance to get this result because I really need my phone and I still have a Year's contract on it which I don't want to just throw away. I am retired and don't draw the type of income to just throw away money!

Anything that you can do to help me like you did last time will be greatly appreciated! Should you need to call me, the home number is 941-799-8931 and you have to press a number to get past the robot screener..

Signed, Leonora Javier
305-318-6635
Business Response
Date: 09/20/2024
Dear Leonora Javier,

This is in response your rebuttal 09/20/24
regarding your Better Business Bureau complaint.

We apologize for the inconvenience. Ms. Javier
was contacted on 9/20/24 she was informed that a sim card will be shipped.
Ticket #1305609735 was created.

.
My hours of operation are Monday through Friday
from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to
service your cellular needs.

Freda Spalding
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. 112th Ave Miami, FL 33178
Office : 1 800 626 4883 EXT:6106
[email protected]
Freda501107
1293978526
Customer Answer
Date: 10/01/2024

Complaint: 22305076

I am rejecting this response because:
Although Ms Freda Spalding has graciously tried working with me and her team by replacing data and sending SIM cards, as of today:
1- the phone is still not operational at all
2- all data is missing, including data Ms Spalding replaced since the phone was actually requiring use of data in order to send or receive texts that I had already paid for. So in effect I was paying twice for the texting!
3- I get duplicated calls regarding this BBB complaint and I'm hoping that because two people are looking into this that one isn't killing the other's efforts.
4- apparently I have to get a third sim card and see if the phone will work and be brought to its original operating MO..

Sincerely,

Leonora Javier
Business Response
Date: 10/04/2024
Dear Leonora Javier,

This is in response your rebuttal 10/02/24
regarding your Better Business Bureau complaint.

Ms. Javier was contacted on 10/04/24 the missing text
massages and data has been restored. She is currently having trouble with the
data connecting to the device. Her concern has been sent to the appropriate department
for review.
My hours of operation are
Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to
service your cellular needs.

Freda Spalding
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. 112th Ave Miami, FL 33178
Office : 1 800 626 4883 EXT:6106
[email protected]
Freda501107
1305958442

Customer Answer
Date: 10/07/2024

Complaint: 22305076

I am rejecting this response because:
The initial complaint has not been resolved. Although Miss Spalding graciously replaced the data I had lost due to the misfunction of the phone, the problem is not resolved because the phone is not accessing Wi-Fi correctly.. TracFone advertises and lists as a feature the ability to operate phones for Wi-Fi browsing and Wi-Fi phone calls to save mobile data, meaning without use of data. However, my phone stopped connecting to Wi-Fi networks and internet on three occasions this year, including this one without using data. Having to use data to connect to internet with require me to pay over $100 a month in data, which is ridiculous! Last night, they had another management office technician call and we were on the phone another 30 minutes at which point I got a headache and sick to my stomach from doing this repeatedly, 10 x+, and had to make an appointment for him to call back tonight to see it will be fixed! I am exhausted of going through these phone check-ups etc, replacing the SIM card etc and not having the phone programmed correctly so that it interacts with the network the way TracFone has been doing for over 20 something years.. The proof is in all the write-ups of TracFone as well as the fact that I am using a 10 plus year old phone to access Wi-Fi now!
If this last technician can't program the phone the way Jamie Cernada did, I request that someone from a Verizon office or someone I can go to will fix it for now, because I will not do this another 10 times!

Sincerely,

Leonora Javier
Customer Answer
Date: 10/07/2024

Complaint: 22305076

The initial complaint has not been resolved. Although Miss Spalding graciously replaced the data I had lost due to the misfunction of the phone, the problem is not resolved because the phone is not accessing Wi-Fi correctly.. TracFone advertises and lists as a feature the ability to operate phones for Wi-Fi browsing and Wi-Fi phone calls to save mobile data, meaning without use of data. However, my phone stopped connecting to Wi-Fi networks and internet on three occasions this year, including this one without using data. Having to use data to connect to internet with require me to pay over $100 a month in data, which is ridiculous! Last night, they had another management office technician call and we were on the phone another 30 minutes at which point I got a headache and sick to my stomach from doing this repeatedly, 10 x+, and had to make an appointment for him to call back tonight to see it will be fixed! I am exhausted of going through these phone check-ups etc, replacing the SIM card etc and not having the phone programmed correctly so that it interacts with the network the way TracFone has been doing for over 20 something years.. The proof is in all the write-ups of TracFone as well as the fact that I am using a 10 plus year old phone to access Wi-Fi now!
If this last technician can't program the phone the way Jamie Cernada did, I request that someone from a Verizon office or someone I can go to will fix it for now, because I will not do this another 10 times!

Sincerely,

Leonora Javier
Business Response
Date: 10/14/2024
Dear
Leonora Javier:

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 22305076 complaint.

Your
complaint states that your phone service is not working and inability to access
internet using Wi-Fi.

We
apologize for any inconvenience this may have caused. TracFone Wireless strives
to provide our customers with reliable network experience; we know our
customers rely on it.

Please
note that TracFone and its affiliated brands have explicitly stated in their
Terms and Conditions that coverage and service availability are not guaranteed.
There may be limited or no coverage in the areas shown in the coverage area.
Within coverage areas, there may be significant limitations or interruptions in
coverage that may result in dropped and blocked connections, slower data speeds,
or no data connectivity, as well as call interference. Many factors can cause
this, including, but not limited to, the customer's device, network changes,
traffic volume, network prioritization, network outages, technical limitations,
signal strength, terrain, proximity to buildings, foliage and other
obstructions, weather, and other factors.

In
reviewing, your TracFone account is active, well provisioned in the
system and you have a total balance of 3984 minutes for voice, 620 units for
SMS and 29.11 GB for data.

We
spoke with you initially on 10/06/2024 via phone number 9417998931 and were
able to confirm that all phone features are working except for the Wi-Fi
connection. We offer to troubleshoot but you opted for a callback. On
10/09/2024, a callback was performed but you had no time to cater us due to a
hurricane. We made another attempt on 10/12/2024 via phone numbers 9417998931
and 3053186635, but we were unable to reach. Thus, we sent an e-mail to
[email protected] with the steps on how to reset the network settings on your
phone.

If
you should still require assistance, you can contact 1-888-251-8169 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 5420906 or Ticket Number 1305958442.

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

Sincerely,

Executive
Resolution Department
Initial Complaint
Date:09/18/2024
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.
This is the worst customer service in the world. I wasted 4 hours trying to get a new phone activated. Texted with ****** and Kierau and repeated asked for supervisor who could do more than read scripted answers. They Texted to broken phone pass code. Phone # ************// phone broke/ ordered new one//tried to activate but could not log in. ******************************* system fouled up . Asked for mothers maiden name. Wrong.. I know who my mother was. Important that I keep same number.. ************* finally given a phone number to call and ask for management support. My time and service important. YOU FAILED A long standing customer, NO PHONE SERVICE!!!! Contact number ************
Business Response
Date: 10/04/2024
Dear ****** C *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 18, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your phone broke, and you wanted to transfer your number to a new phone but were unable to do so due to authentication failure.

In reviewing, your TracFone account is active and provisioned in the network. The record shows that your number ending in 9177 is associated to a newly activated device done on 9/19/2024. The usage report shows that the service is being used.

We spoke with you at ************ on 10/2/2024 wherein you confirmed that the new phone is now active & successfully working and mentioned to have the case closed and ended the call.

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 1306262725.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/18/2024
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 have been a straight talk customer for years. I am enrolled in autopay. On July 13, ******************************************************************** to purchase a service plan. On July 21 Straight Talk charged my credit card through the auto pay for my regular service plan but did not post this transaction to my straight talk account. I have been in contact with 3 different customer service personnel at Straight Talk. The first one was through chat who was just unable to help and had a service representative call me. This representative had me on the phone for over 30 minutes while she was tracing my card. When I tried to find out what the problem was she just would not answer me. All was quiet so I'm not really sure what happened to her. I called back and got another service representative who told me that I didn't use the plan I purchased when I bought my phone so there was nothing they could do for me. When I asked why they didn't post my regular payment to my account she said it was posted. I have attached a screen shot of my account payment activity.
Business Response
Date: 09/26/2024
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 18 2024,regarding BBB case # ******** complaint.

Your complaint states that you ordered a new phone and a service plan on July 13, 2024. You activated the new phone with the service plan; however, you were still charged for a service plan thru auto-refill on July 21, and it was not posted in your account. **************** was unable to fix the issue.

We reviewed your account and found that you were double charged due to a systemic error and the benefits were not applied to your account. However, to safeguard the integrity of its customers data, Straight Talk ********************** implements its customer account authentication policy in according with strict security guidelines. Authentication is required in order to process the refund.

We spoke with you via phone at ************ on 09/19/2024 and we informed you it was required to star an internal process to complete the refund transaction. We submitted an escalation with reference number **********, and we agreed to contact you for updates.

We appreciate your feedback regarding the negative customer service experience. We value your feedback to support future improvements. The customer service interaction records show that we discussed the missing balance during the calls. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

As per ticket notes, the refund amounting $48.44 was processed on 9/20/2024 with refund confirmation number *********************** post usually occur within 3-5 business days after processing. However,it may take up to 30 days depending on your financial institution.

We attempted to contact you via phone number ************ on 09/21/2024 to inform the process was successful.However, we were unable to speak with you and we have not received your reply to our emails.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/26/2024

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:09/18/2024
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 have had ******* family mobile with this line since 2017. I have a total of 4 lines. And Ive Had some issues. But this takes the cake my service was paid on 9/4. All but one phone working. Called and was told that I need a ******* SIM card. How and why I dont understand and no one could explain. They offered to send one for free. But I need my phone to work. I door dash and spark and you must have your phone do work. So I went out and purchased a SIM card. I called back got everything going. And was told I must wait 4 hours. That was 9/4 @ 8:pm. Its now 9/5 11 am still no service and I was told that it may take up to 72 hours before my phone is activated. After all day yesterday going back and forth through text messages. And calling later that night and again today was like a full day of work. This service is terrible. I cant afford to wait 72 hours for my service, all the other phones worked with no issues. Someone needs to get back with me and explain how and why. And how Im going to be taking care of for my services that I paid for and not being able to use.
Business Response
Date: 09/17/2024
Please see misdirect complaint response.
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 5, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have 4 lines with ******* ************** You paid for your service on September 4, 2024, for all the lines on your account. However,one of the lines did not work. You have purchased your own SIM card instead of accepting the FREE offer to quickly fix your service. However, your service still has not worked after 4 hours of waiting. Upon making a follow-up call,you were advised that it may take 72 hours to complete the service activation.

In our review, records show that all the active lines on your account are well provisioned in our system. No issues observed that may interrupt your phone service.

We spoke with you on September 30, 2024, by phone number ************. During the conversation, you mentioned that only your phone is not working among the other lines on your account. Upon further verification, recent account usage shows that your line is being used and working. Nevertheless, you requested compensation for the days that you do not have a service. Upon thorough review,we are determined to provide a service extension for the days that you are having service issue. According to the usage recorded, we offered service replenishment for the days wherein there were service interruptions observed.However, you refused to accept the offer.

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. Please know that we are more than willing to assist you with your concern, and we are doing our best to address it accordingly.

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 KANA 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 Resolution Department

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