Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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:09/17/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Tuesday September 17, 2024 I contacted tracfone 5 times. My tracfone was able to make calls and not receive calls. Dialing my tracfone number would go straight to voicemail. The first 2 attempts of speaking with someone in customer service they assured me that it was fixed. But when dialing my tracfone number with back up phone it had not been fixed. Speaking with customer service a 3rd time she directed me to try and set up voicemail which had nothing to do with why I was not getting incoming calls. During my 4th call customer service refused to allow me to speak with customer service and wanted the second phone number I was using to call my tracfone. At that point I sensed that the customer service representative had less than honorable intentions. Hence, scam trying to get information out of me. The representative began to focus more on the second phone I was using not the tracfone. I requested supervisor and I was met with no. I requested service cancellation and refund. I was told no . The 5th call by this time it was now about 11:30a.m. I had been going back and forth trying to resolve phone problems since 8 a.m. The 5th and last call I told representative they were able to help to cancel service. At that point as this representative too wanted the phone number I was using. I told them I believed them to be scammers. After, I ignored all the excuses the representative gave trying to gain access to a non tracfone I cancelled the service and made sure I placed extra security measures to protect myself against identity theft. I wiped the tracfone clean. Please add my complaint in your BBB database.
Business Response
Date: 09/27/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/17/2024, regarding BBB Case number ******** complaint.

Your complaint states that you contacted customer service multiple times since your phone is not receiving calls; however, the issue was not fixed. You decided to cancel the service and get a refund; however, your request was denied.

We reviewed your TracFone account; it has been inactive since 9/17/2024, and our records indicate that it was per request. The last service plan which should have 90 days of service, was added on 9/12/2024. We apologize for any inconvenience this may have caused you.

The contact number in your complaint is no longer valid. Thus, we attempted to contact you via email ******************** on 9/18/2024, 9/19/2024, 9/20/2024, 9/23/2024 and 9/26/2024, to discuss the status of your account and service concerns. However, we were unable to reach you and has yet to receive your reply to our emails. We need to speak with you directly to discuss this matter.

If you should still require assistance, you can contact ************** enter PIN 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 *********************
Initial Complaint
Date:09/17/2024
Type:Delivery 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 ordered a phone at the beginning of the month. The order said it was declined. I waited until the next day and ordered a different phone. Then my bank was drafted for both phones and both were sent to me. I called the company and they will not refund me unless I pay shipping and restocking fees. I shouldn't be charged for their system's mistake.
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 17, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you placed an order for a phone; the first order was declined so you placed a second one.However, both phones were delivered, and you want to get a refund without paying for the shipping and restocking fee.

We attempted to locate your order details by utilizing our tools using your name, email, number and address but we are unable to determine the right information.

We spoke with you on October 5, 2024, via phone number ********** wherein you mentioned that you already figured out the complaint; you called your bank and got everything straighten out. Thus, no assistance is needed.

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 1306508348.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/17/2024
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 a service plan with Tracfone. It is about to end. I called them on 9/15/2024 to get a new plan. I was offerred a years service, with no added minutes, for $49.99. After I had given the Representative my credit card #, she came back and said it was declined. I gave her another #. She also said that was declined and that I should talk with my bank on Monday (the next day) and then call back to get the $49.99 rate.I called back on Tuesday, 9/17/2024, and was told that no such rate existed. I explained what had happened and that it was not my fault, because both banking institutions claimed that no charge had been presented to them. They had not declined any charges.I believe that the Representative had not processed the cards correctly, and that the offer of $49.99 should be honored.I asked to speak to someone else and was told that it was not possible. I asked for another phone number and was told that was also "not possible".
Business Response
Date: 09/18/2024
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 17, 2024, regarding BBB case number ******** complaint.

Your complaint states that you were about to purchase a new plan since your plan was about to end and you were offered a year service with no minutes for the value of $49.99, but during payment, the charge was declined; you called another day to get the same offer but was told that is was not possible.

In reviewing, your TracFone account;it is active and usage report shows that service is being used. Based on our records, you have purchased a $125 airtime plan (1500 minutes, 1500 SMS units,1500MB data / 365 days) on 9/17/2024. Upon checking the account, it shows that your phone has the upsell offer for the $49.99 airtime plan (0 minutes / 365 days); however, before getting this offer, you must purchase it together with at least the cheapest plan TracFone has available for your phone. We do apologize for the inconvenience this concern may have caused you.

We spoke with you on 9/18/2024 via phone number ************ and stated that you preferred to not continue working on this process as you already got the $125 plan. Nonetheless you expressed your dissatisfaction with the negative customer service experience. We value customer feedback to support future improvements. As part of our commitment to assist our customers, our team undergoes continuous training.

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 1305490323.

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:09/16/2024
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 purchased a Tracfone for my father back in May for Father's Day. The first day he started using it, he only connected to ***** It used all his data, and they wanted us to purchase more and gave us a story about how the phone would use data even on the ***** After discussing this with the company, I quickly canceled. I then tried using the phone I purchased with another phone carrier and was told that I could not unlock the phone for 90 days. I waited 90 days and then contacted Tracfone again to unlock the phone. This time, I was told that the phone could not be unlocked until I had a year of service. This was a completely different story than what I was told the second time I called. Then I asked if I could just return the phone. The woman on the phone gave me an address and told me to just go into the *** store and they would have a form for me to fill out to provide my information and how I would want the refund. I went to the *** store, and they informed me that they did not have this form, and usually, an email is sent. I reached out to Tracfone AGAIN, and this agent gave me a completely different address and told me to just write my information on the phone box and send it in. There was no form. I keep getting a new story every time I contact Tracfone. I feel this entire company is a scam.
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 17, 2024, regarding BBB case number ******** complaint.

Your complaint states that you were trying to unlock a phone but were told that you need to wait for 90 days to become a year. You decided to return the phone for a refund and were told to go to a *** store to get your shipping label;however, *** inform you that it is not the case; it must be emailed to you.

We apologize for any inconvenience you may have experienced, and rest assured we will do our best to prevent similar issues from occurring in the future.

The following general conditions must be met before a phone can be considered eligible for unlocking:
*The cellphone must be in working condition and turned ON.
*For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.

We spoke with you on 9/18/2024 and 9/23/2024 via phone number ********** wherein you provided the phone needed to be unlocked with IMEI number ending in 4969. The device was initially activated on 6/14/2024 and was deactivated on 6/19/2024 via port out request. Reference number **********. We made arrangements to initiate the unlocking request on 9/18/2024, as per reference number **********; unlocking codes were then given to input into your phone. In addition, the follow-up callback on 9/23/2024 confirmed that the device is now working with your new service provider and the issue is to be resolved.

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 1305435011.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/07/2024

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:09/16/2024
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.
Have had subscription service with Tracfone for 3+ years using ************************* that is an alias for ********************** Both same account at ***********, just different addresses. My old phone an AppleI7 quit working last month and lost service. Bought a new ***** SE 3rd generation phone online new locked to Straight talk. Same carrier as TracFone. TracFone has an account email address that does not match my TracFone online login email, *************************. with a password.The problem is transferring my number, ************ to new phone. Unable to authenticate using email method since old phone does not work or have service. TracFone refuses to give me email they have on file for security reasons. So Iam unable to transfer my number I had for past 10 years. This causes problems for text messages. I do have a new number and service, ************. I have spent many hours and calls to customer service, but none have been able to send me an email for authentication code. I purchased on phone from Straight Talk sales air time and SIM card. That was transferred to TracFone once they discovered I had account with them and service on old phone.
Business Response
Date: 09/26/2024
Dear Roger Elm:

We have received and reviewed your Better Business Bureau
complaint. This response is in reference to your correspondence dated September
16, 2024, regarding BBB case number 22293080 complaint.

Your complaint stated that you wanted to transfer your old
number to a new iPhone SE that you recently bought but you had concerns upon
authenticating the account.

Tracfone Wireless’ 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.

In reviewing, your TracFone account is active and
provisioned in the network. Based on the records, one of our agents activated
your phone with IMEI number ending in 8108 on 9/18/2024 with the phone number
ending in 1099. Reference number 1305504314. The usage report of the account
also shows that the service is being used.

We attempted to contact you via phone at 320-515-1099 and
email [email protected] on 09/17/2024, 09/18/2024, 09/19/2024,
09/21/2024 and 09/24/2024; however, we were not able to reach you. We have not
heard from you and have not responded to our emails.

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 5413988 or Ticket Number 1305434033.

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

Sincerely,

Executive
Resolution Department

Customer Answer
Date: 09/26/2024

Complaint: 22293080

I am rejecting this response because: I still do not know why they cannot authenticate my account with email-- [email protected] or text to 320 515 1099? This is first notification from BBB to my email. Cell phone is not my main number. Try calling 320 679 1436. Hearing impaired and this number has Caption Call on it. Tracfone did change number and activate. Sent new .pdf to confirm this. Also a new complaint about Straight Talk refund. You have the 2 page order receipt. This service was never activated or used. Told i needed it t unlock phone in 60 days by Straight Talk. Did not see any voicemails on cell phone from you either. This is first notice from BBB. Plan to purchase online service from TracFone on 10/10/24. My phone is up and running, just have this verification issue with them about account. They have a problem with it and will not fix it if it even is my account??
Thank you for reply

Sincerely,

Roger Elm
Business Response
Date: 10/04/2024
Dear Roger Elm:
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
22293080 complaint.
Your follow-up complaint
states that you still cannot authenticate your account through text or email.
You have also other complaint regarding your Straight Talk order that you would
like to get a refund.
In our review, records
show that your phone number ending in 1099 was already transferred to your new
phone on 9/14/2024. However, your account email verification has not been
completed yet, which caused you not able to receive an email verification code.
We spoke with you on October 4, 2024, by phone number 320-679-1436. During the conversation, we were able to update your account
using your email [email protected] and completed the email verification. We have confirmed that your account
verification is now working both text and email.

Furthermore, we have also processed your refund for
your Straight Talk order that you were unable to use; refund reference
number 93315389M1UUBFAG. Please allow 3-5 business days for the credit posting.You may also contact directly your financial institution for further
verification.
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.
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 5413988 or Ticket Number 1305434033.
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:09/16/2024
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.
Tracfone wireless is total trash , ******* is the provider for tracfone wireless. They changed my number and disconnected my services without my consent and stole my money on phone and service with tracfone $50.00 $20 for service and $20 for phone and with taxes its $50.00
Business Response
Date: 09/09/2024
Please see our attached Company Misdirect letter. Thank you.
Business Response
Date: 09/19/2024
Dear ******* ****:

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

Your complaint states that TracFone disconnected your number and service without your consent. Therefore, you want a refund for the phone amounting $20, refund for the service amounting $20 plus taxes, totaling $50.

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

In reviewing, your TracFone account was deactivated on 8/08/2024 due to a port out request. Reference number **********. The last time you add a phone service was on 9/19/2024, a $20 (unlimited talk/text, 2GB data / 30 days) airtime plan. Based on the records,multiple phone number changes were requested on the account. In addition, the usage of the account shows that service was being used. Meanwhile your Tracfone device with IMEI number ending in 4770 is now unlocked, and the record shows that it was purchased from a retailer store.

Moreover, TracFone Wireless Terms and Conditions states that, if you elect to transfer or port out your telephone number to another provider, you will need to have available the Number Transfer PIN that we provide you, plus certain account information. Once your phone number is transferred, your Tracfone Service will be deactivated immediately, and you will lose any unused Service days remaining in your Plan.Tracfone airtime has no cash value and is non-refundable. Furthermore, if you purchased a Tracfone phone from a retailer or wireless dealer (and not from Tracfone directly either by phone or online), your Phone purchase is subject to that retailers 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 phone sold to you by a retailer or wireless dealer.

We attempted to contact you multiple times via phone at ************ and email ************************ on 09/17/2024,09/18/2024 and 09/19/2024; however, we were not able to reach you, and we have received any email response.

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

Please refer to email reference number ******* or Ticket Number 1305441414.

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:09/16/2024
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.
On 7/1/24, I purchased a new iPhone 11 from Tracfone and transferred service from an old Tracfone. The new phone was supposed to be unlocked 60-days from activation, which was 7/13/24, per the agreement ******* made it purchased Tracfone, and per the official Tracfone unlock policy. The iPhone 11 did not unlock, and the Tracfone unlock department refuses to unlock it. See the attachments: 1. The Tracfone unlock requirements, all of which have been met. 2. The receipt for the iPhone 11 purchased from Tracfone. Tracfone is required to unlock this phone per its unlock policy. Order #: *********. iPhone IMEI: ***************
Customer Answer
Date: 09/25/2024
I received a call from TracFone on September 18th, 2024 from someone named Mia. She said the iPhone 11 would be unlocked by the unlocking department. However, I've still heard nothing back from them, and the phone is still locked, despite Mia saying it would be unlocked. Please advise.
Business Response
Date: 10/07/2024
Dear David Bosworth:

We have received and reviewed your
Better Business Bureau complaint. This response is in reference to your
correspondence dated 09/16/24, regarding BBB case number 22290672 complaint.

Your complaint states that you purchased
an iPhone 11 from TracFone and activated it on 7/13/2024 by transferring your
service from an old phone. You requested for the phone to be unlocked since it
was supposed to be unlocked after 60 days from activation per Unlocking Policy;
however, your request was denied.

We reviewed your TracFone account;
it is active and provisioned in our system. Our records show that you
transferred your phone number ending in 4475 to the new phone on 7/13/2024, per
reference ticket number 1301576254. Your account has an active service until
9/7/2025; this activated your new phone without having to redeem another service
plan to your new phone.

Please be advised that TracFone Unlocking
Policy indicates that:
- For all cellphones Activated with TracFone service on the
Verizon network on or after November 23, 2021, the cellphone will be remotely
unlocked automatically, sixty (60) days after Activation.
- The cellphone was activated with TracFone service by
purchasing and redeeming an airtime plan on that specific phone
("Activation").

An in-depth review of the account
shows that the device is not eligible for unlocking because there is no airtime
plan redeemed to the new phone.

We spoke with you via phone number
419-740-0060 on 09/18/24; we discussed your account status and informed you
that no service plan has been purchased or redeem on your account, which is why
the device is not eligible for unlocking. We let you know that an airtime plan
should be added/redeemed to the phone for it to eligible for unlocking;
however, you refused to believe the resolution.

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 5413993 or Ticket Number 1305434403.

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

Sincerely,

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

Complaint: 22290672

I am rejecting this response because:
The Tracfone unlocking policy in place when the phone was purchased and activated, as evidenced by my original attachments, is NOT what Tracfone included in their response. Tracfone changed the rules AFTER the phone was purchased and activated. This is not acceptable, and I expect the rules that were in place at the time the phone was purchased and activated to be honored. This iPhone needs to be unlocked immediately, as it is well past the 60-days after activation, which was in the TOS at the time of purchase and activation.

Sincerely,

David Bosworth
Business Response
Date: 10/15/2024
Dear
David Bosworth:

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 22290672 complaint.

Your
complaint states that the TracFone Unlocking Policy was updated after you
activated your phone, thus, your phone’s unlocking should be subject to the old
Unlocking Policy.

Please
be advised that the latest update for the TracFone’s Unlocking Policy was in
July 2024. Your phone was activated in July 2024, therefore, your account is
subject to the new Unlocking Policy. As per Unlocking Policy, the phone can be
unlocked 60 days after “Activation”, and Activation should be via redeeming a
service plan to that specific phone. Our records show that your new phone was
activated after transferring your remaining service and phone number. There is
no records of a service plan being redeemed to the account as of this writing.

We
spoke with you on October 13, 2024 via phone number 419-740-0060, and discussed
the status of your account and service concerns. You were informed of the
updated Unlocking Policy and how to make your phone eligible for unlocking. You
mentioned that this information is not available when you activated the phone,
and that you decided to wait for the phone to be unlocked.

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 5423993 or Ticket Number 1305434403.

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
The case is clear. Tracfone did not honor their unlock policy. The phone was activated, and more than 60 days has passed. Tracfone changed their policy and is now saying that a paid refill mist be added, even though the phone was activated with a transfer of service from an old Tracfone device. This is not right, and Tracfone is cheating customers.
Customer Answer
Date: 11/12/2024

Complaint: 22290672

I followed the requirements as stated by TracFone in their response. I purchased and added a plan. However, the phone still shows ineligible to be unlocked.

Sincerely,

***** ********
Business Response
Date: 11/14/2024
Dear ***** ********:

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

Your complaint states that you purchased an iPhone 11 from Tracfone on 7/1/24 and transferred your service.The phone was supposed to unlock 60 days from activation (7/13/24) according to Tracfone's Unlocking Policy. However, the phone did not unlock, and you were not assisted accordingly despite meeting all requirements.

Please be advised that TracFones Unlocking Policy states that in order to unlock a cellphone, it should be activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone. For all cellphones Activated with TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.

We reviewed your account; it was activated on 7/13/2024 by porting your phone number with an already active service. Which indicates that there is no airtime plan redeemed in the specific phone. However, on 11/12/2024, Transaction History shows that you redeemed a 30-day service plan on your phone, therefore,it should be unlocked 60 days after.

We spoke with you on November *******, via phone number ************, and discussed the aforementioned. We informed you that the device will be unlocked 60 days after you redeemed the service plan, and you agreed.

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 *********************
Initial Complaint
Date:09/14/2024
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 bought a new ******* Galaxy A23 5G cell phone & a Service Plan on Aug. 5, 2024, for $298.53, (there is no record of my purchase in my Tracfone Account). I received the new cell phone & during set up found that one of its main functions, Wi-Fi Calling, would not enable. I even received a text from Tracfone stating I had not enabled it. I followed all the troubleshooting steps I could find & even verified my new cell phone could use Wi-Fi calling, I called Tracfone ***************** After over 1.75 hours on the phone with the **** it was established the problem stemmed from Tracfone itself - there had been multiple complaints about the same issue with the same phone - & that it had been referred to their technical department as a critical matter & that they would call me back the next day at 21:00 hours with an update regarding. They did not call, nor did they call the next day. I called Tracfone C.S. back & was advised by this *** that it wasn't an issue with their network but with my cell phone & that they would send me a new one within 5 to 7 business days. At the end of this time period, I then, again, called Tracfone C.S. & was advised by yet another *** that my new ***lacement cell phone had not been sent yet & that it would be another 5 to 7 business days before they sent one because they were reviewing my case. On Friday, Sept. 13, 2024, I received a cell phone box, however, when I opened it to start the changeover process, I found it was a Reconditioned Moto G cell phone, a cell phone retailing at a fraction of the ******* Galaxy A23 5G I purchased. I tried Tracfone web chat that night & received no assistance. I then, again, called Tracfone C. S. This *** told me they could send whatever phone they wanted to, usually a reconditioned one, as a ***lacement. I stated I wanted my money back which she said they would do but I had to send my phone back & would receive no digital authorization or verification to do so & that I needed to pay shipping.
Business Response
Date: 09/19/2024
Dear ******** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 14, 2024 regarding BBB case # ******** complaint.

Your complaint states that the Wi-Fi Calling feature of the ******* Galaxy A23 5G phone you ordered, did not work,and you received a cheaper replacement phone. You decided to request a refund instead due to this.

We reviewed your Straight Talk account; it is active and provisioned in our system. Our records show that you reported the issue regarding the Wi-Fi calling feature of the phone, and we have created a ticket to replace the phone since the issue was left unresolved.Replacement ticket notes indicate that a ******** phone was delivered on 9/13/2024, with tracking number 1Z7X28F00256088709;however, the device was not activated. We apologize for any inconvenience this may have caused you.

TracFone Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Please note that customers have thirty (30) days from the date the device was delivered, to return it to us for an exchange or a refund.

We spoke with you via phone number ************ on 9/18/2024, and discussed the status of your account and service concerns. We agreed to proceed with the troubleshooting instead, and were successfully able to resolve the Wi-Fi calling issue of the device. We further confirmed that other features are working properly.

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 Tracfone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/02/2024

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: 10/02/2024
It WAS a technical issue on their end as concluded in the first phone call I had with Tracfone, before all the subsequent run-around and subterfuge. Once they fixed the issue on their end, my cell phone worked properly.
Initial Complaint
Date:09/13/2024
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.
tracfone said I am eligible for a replacement phone. They received my phone on JUNE 24, 2024 at their warehouse in ********, **. Spent many days and hours asking when replacement phone is to be sent out. The constant reply is "wait 3-5 days and call us back which I have done since June 24, 2024. They sent a basic phone back. To authenticate the phone they want the phone numbers I have dialed in the last 60 days. when THEY HAVE THE PHONE. I HAVE NO WAY TO MAKE CALLS AS THEY HAVE NOT RETURNED A PHONE UNTIL SEPTEMBER *******. They say the ONLY WAY they have to authenticate the phone is for me to give them the last 2 phone numbers I have called in the last 60 days and it's the only way they can transfer my phone number to this substandard cell phone, I HAVE TO KEEP THIS PHONE NUMBER AS I USE IT FOR BUSINESS...NO WAY TO NOTIFY ALL MY CONTACTS. ASKED FOR CONTACT INFO ON CEO OR OTHER CORPORATE EMPLOYEES TO FIND ANOTHER WAY TO AUTHENTICATE MY PHONE NUMBER..THEY INSIST GIVING THEM 2 PHONE NUMBERS I HAVE CALLED IN THE LAST 60 DAYS WHEN I HAVEN'T HAD THE PHONE..THIS IS INSANE,,INSANITY AT THE HIGHEST LEVEL...THEY DON'T WANT TO UNDERSTAND I HAD NO PHONE AND NO WAY TO MAKE PHONE CALLS. UNABLE TO SET UP AND TRANSFER MY PHONE NUMBER BECAUSE I CAN'T GIVE THEM 2 NUMBERS I HAVE CALLED ON A PHONE I DON'T EVEN HAVE WHEN THEY HAVE IT.I WANT TO KEEP MY SAME NUMBER, KEEP MY MINUTES, TEXT, DATA, AND SAME SERVICE PLAN WHICH IS TRIPLE MINUTES, TEXT, DATA, AND SAME SERVICE PLAN WHEN I BUY A ************************************************************************ HIGHER QUALITY THAN I SENT THEM, THEY HAVE SENT A SUB-STANDARD BASIC PHONE THAT DOESN'T EVEN SHOW TEXT OR MESSAGES. I FIND IT UN-USABLE, AND CUSTOMER SERVICE UNABLE TO ADVISE ME HOW TO SET UP AND USE THE PHONE
Business Response
Date: 09/24/2024
Dear ******** *****:

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

Your complaint states that it took some time for you to receive a replacement phone and what you got was a basic phone that was not on par with your old defective device. In addition, you had difficulty in activating the replacement device due to account authentication.

TracFone Wireless Terms and Conditions state that, all new Tracfone phones (except iPhones) are covered by a one (1) year limited warranty administered by Tracfone. During the limited warranty period, Tracfone will replace or repair,at Tracfones sole option, any defective Products or parts (except as excluded below) with new or refurbished Products or parts if such replacement or repair is needed because of Product malfunction or failure during normal usage.Tracfone may, in its sole discretion, replace the Product with a different but comparable Product if the same exact Product is not available.

In reviewing, on 6/09/2024 an out of warranty replacement ticket was created to replace your ******* (TCL LX A502DL) device since it was deemed defective (screen froze) with reference number **********. As per *** return tracking number 1Z6980XX9072293751, the defective phone was returned on 6/24/2024;system confirmed the receipt of the phone on 7/01/2024. A delay in shipping your replacement happened due to availability of the stock and the replacement phone we sent out on 7/26/2024 was returned to sender on 8/05/2024 due to address issue. On 8/12/2024, a new replacement request was created with reference number **********. As per *** tracking number 1Z7X28F00257720853, you received the replacement phone on 9/11/2024, a Blu View 2 phone which you were unable to activate due to account authentication.

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

We spoke with you via phone number ********** on 9/18/2024, 9/19/2024, 9/20/2024 and 9/23/2024 wherein we filed an escalation for us to bypass account authentication and worked on getting you another replacement device. A new replacement phone request was filed on 9/23/2024 with reference number **********. We are sending you an ******* (TCL A3X A600DL) which shipping should take 3-5 business days.

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 1305447132.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/25/2024

Complaint: 22280333

I am rejecting this response because:

Sincerely,

******** *****
Customer Answer
Date: 09/25/2024
The phone number on this complaint is the **** PHONE I DO NOT DO NOT HAVE!!!
HOW DO THEY EXPECT ME TO WORK WITH THEM WHEN THEY KEEP DOING STUFF LIKE THIS???
PLEASE USE MY LAND LINE (WHICH THEY HAVE AND HAVE NOT PROVIDED)
MY LAND LINE IS THE ONLY WAY TO COMMUNICATE AND THEY KNOW THIS
LAND LINE PHONE # IS ************
ONCE AGAIN..........************
PLEASE USE THIS NUMBER....WHY SEND INFO TO MY **** PHONE WHEN I DON'T HAVE THE REPLACEMENT PHONE???
DO NOT UNDERSTAND THE REASON THEY ARE DOING THIS
I WOULD NOT PROVIDE MY **** PHONE # AS YOU CAN'T CONTACT ME THIS WAY...I KNOW THIS,,,WHY DON'T THEY?
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 26, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your means of communicating is via your landline phone ************ and not the phone you do not have.

In reviewing, your TracFone account with phone number ending in ************************************************************************* 1493. The replacement phone was delivered on 9/27/2024 via *** tracking number 1Z7X28F00257524100.

We spoke with you on 10/03/2024 via phone number ************ wherein we help you in activating the replacement phone by transferring your number and service.Reference number **********. However, upon checking the service the device displayed No SIM card. We tried to send a replacement SIM to you and insisted on having it done within 24 hours. However, the normal process should take 3-5 business days; we were unable to complete the request. A follow-up call was made on 10/04/2024 and email was sent *************** but with no success. We have not heard from you and no email response was received.

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 1305447132.

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: 10/08/2024

Complaint: 22280333

I am rejecting this response because: TracFone did not send another sim card. Looking for half a day, I found a sim card that is on the Straight Talk info with the correct number. after inserting it in the phone, phone PARTIALLY WORKED for about 2 days receiving text messages as second verification. After 2 days, the phone STOPPED WORKING, This phone is NOT WORKING. They got my original phone on JUNE 24, more than 3 months ago and I STILL DO NOT HAVE A WORKING PHONE AND BEEN UNABLE TO ACCESS SOME OF MY FINANCIAL ACCOUNTS AS THEY USE MY ************ FOR SECOND VERIFICATION. They did not send a replacement sim card as promised. They said they were sending a box to return the ancient phone they sent as a replacement phone which is NOTHING LIKE THE REPLACEMENT THAT THEY PROMISED. This second phone only partially worked for 2 days. After more than 3 months I STILL HAVE NO WORKING PHONE, NO BOX TO RETURN THE ANCIENT PHONE THEY WANTED ME TO ACCEPT WHICH WAS A POOR EXAMPLE OF A PHONE AND NO WHERE NEAR THE QUALITY OF THE PHONE I SENT BACK TO THEM. I want a WORKING PHONE, EXTEND MY RENEWAL DATE BASED ON WHEN I GET A WORKING PHONE. I WANT TO KEEP MY TRIPLE PLAN AS I HAVE NOT, HAVE NOT CHANGED MY PLAN, THEY SENT 4(FOUR) EMAILS SAYING THEY WANT ME TO AGREE TO A PAY AS YOU GO PLAN, WHICH I DID NOT AGREE TO. i WANT TO KEEP MY TRIPLE PLAN AS I HAVE HAD THIS FOR YEARS AND HAVE NOT INTENTION OF CHANGING THIS PLAN. WHY ARE THEY TAKING ALL THIS TIME TO REPLACE MY PHONE? THEY GOT IT ON JUNE *******. IT SHOULD HAVE TAKEN A FEW DAYS TO CHECK OUT THE PHONE AND SEND A REPLACEMENT PHONE BEFORE THE END OF JUNE? WHY IS THIS TAKING SO LONG? THEY CONTINUE TO DELAY AND DELAY CAUSING ME GREAT INCONVENIENCE AND IN STRESS IN MY LIFE. AS A LONG, LONG TIME CUSTOMER WHY ARE THEY TREATING THIS IN THIS MANNER? WHY CAN'T THEY DO WHAT THEY SAY THEY WILL DO AND THEN NOT DO IT? I WOULD LIKE SOME ANSWERS AND PROMPT RESOLUTION TO THIS ISSUE... MAKING ME WAIT FOR MORE THAN 3 MONTHS IS UNBELIEVABLE. BELOW IS A COPY OF THE EMAILS (4) THEY SENT ON 10/3/2024... AND DO NOT ENROLL ME IN AUTO RENEWAL EITHER.
THANK YOU FOR YOUR PROMPT RESPONSE
******** *****..
Thank you for contacting Tracfone!
To call internationally text ILD to ****** for instructions.
Transaction Summary
Phone Number **********
Last Day of Service 01/18/2025
Value Plan Enrollment NO
Plan Pay As You GoWhen you purchase, activate, or use a Tracfone device and the ********************** services, you agree to comply with the Terms & Conditions; which are subject to change from time to time without notice. TracFone is a registered trademark of TracFone Wireless, Inc. 2017 TracFone Wireless, Inc. **************************************. All rights reserved. Unsubscribe | Privacy Policy.

Sincerely,

******** *****
Customer Answer
Date: 10/09/2024

Complaint: 22280333

I am rejecting this response because: TracFone did not send another sim card. Looking for half a day, I found a sim card that is on the Straight Talk info with the correct number. after inserting it in the phone, phone PARTIALLY WORKED for about 2 days receiving text messages as second verification. After 2 days, the phone STOPPED WORKING, This phone is NOT WORKING. They got my original phone on JUNE 24, more than 3 months ago and I STILL DO NOT HAVE A WORKING PHONE AND BEEN UNABLE TO ACCESS SOME OF MY FINANCIAL ACCOUNTS AS THEY USE MY ************ FOR SECOND VERIFICATION. They did not send a replacement sim card as promised. They said they were sending a box to return the ancient phone they sent as a replacement phone which is NOTHING LIKE THE REPLACEMENT THAT THEY PROMISED. This second phone only partially worked for 2 days. After more than 3 months I STILL HAVE NO WORKING PHONE, NO BOX TO RETURN THE ANCIENT PHONE THEY WANTED ME TO ACCEPT WHICH WAS A POOR EXAMPLE OF A PHONE AND NO WHERE NEAR THE QUALITY OF THE PHONE I SENT BACK TO THEM. I want a WORKING PHONE, EXTEND MY RENEWAL DATE BASED ON WHEN I GET A WORKING PHONE. I WANT TO KEEP MY TRIPLE PLAN AS I HAVE NOT, HAVE NOT CHANGED MY PLAN, THEY SENT 4(FOUR) EMAILS SAYING THEY WANT ME TO AGREE TO A PAY AS YOU GO PLAN, WHICH I DID NOT AGREE TO. i WANT TO KEEP MY TRIPLE PLAN AS I HAVE HAD THIS FOR YEARS AND HAVE NOT INTENTION OF CHANGING THIS PLAN. WHY ARE THEY TAKING ALL THIS TIME TO REPLACE MY PHONE? THEY GOT IT ON JUNE *******. IT SHOULD HAVE TAKEN A FEW DAYS TO CHECK OUT THE PHONE AND SEND A REPLACEMENT PHONE BEFORE THE END OF JUNE? WHY IS THIS TAKING SO LONG? THEY CONTINUE TO DELAY AND DELAY CAUSING ME GREAT INCONVENIENCE AND IN STRESS IN MY LIFE. AS A LONG, LONG TIME CUSTOMER WHY ARE THEY TREATING THIS IN THIS MANNER? WHY CAN'T THEY DO WHAT THEY SAY THEY WILL DO AND THEN NOT DO IT? I WOULD LIKE SOME ANSWERS AND PROMPT RESOLUTION TO THIS ISSUE... MAKING ME WAIT FOR MORE THAN 3 MONTHS IS UNBELIEVABLE. BELOW IS A COPY OF THE EMAILS (4) THEY SENT ON 10/3/2024... AND DO NOT ENROLL ME IN AUTO RENEWAL EITHER.
THANK YOU FOR YOUR PROMPT RESPONSE
******** *****..
Thank you for contacting Tracfone!
To call internationally text ILD to ****** for instructions.
Transaction Summary
Phone Number **********
Last Day of Service 01/18/2025
Value Plan Enrollment NO
Plan Pay As You GoWhen you purchase, activate, or use a Tracfone device and the ********************** services, you agree to comply with the Terms & Conditions; which are subject to change from time to time without notice. TracFone is a registered trademark of TracFone Wireless, Inc. 2017 TracFone Wireless, Inc. **************************************. All rights reserved. Unsubscribe | Privacy Policy.

Sincerely,

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

Sincerely,

******** *****
Business Response
Date: 10/18/2024
Dear ******** *****:

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

Your complaint states that you did not receive the promised TracFone SIM card and your phone stopped working after 2 days. In addition, you expressed your dissatisfaction about the replacement phone your received, and that you wanted to keep the triple minute promotion that your old phone has.

We reviewed your TracFone account; it is active in our system. Our records show that the ******* phone with IMEI number ending in *************************************************** 0300 on 6/3/2020. A ticket was created to replace the phone due to having frozen screen issue on 6/9/2024, with reference number **********. Our warehouse confirmed receipt of the defective phone on 6/20/2024, and an attempt to deliver the replacement phone was made on 7/26/2024 with *** tracking number 1Z7X28F00240275723;however, the package was returned to the warehouse due to incomplete address (missing or incorrect apartment number). Another replacement ticket with ticket number ********** was created on 8/12/2024; however, the shipment was delayed since the phone model requested is out of stock. With this, a comparable phone with IMEI number ending in 6459 was shipped on 9/10/2024 with tracking number 1Z7X28F00257720853. It was delivered at ***********, ** on 9/11/2024. In addition, another replacement ticket with ticket number ********** was created on 9/23/2024, and another phone with IMEI ending in 1493 was delivered on 9/27/2024.

On 10/3/2024, the phone number was transferred to the phone with IMEI number ending in 1493, with reference number **********. However,phone was deactivated on 10/17/2024 due to a systemic issue. We apologize for any inconvenience this may have caused you, and we have submitted an escalation to update the account and prevent the account deactivation. We have already reactivated the account and added the remaining balance. In regards to your concern with the triple minutes, smartphones with triple minute promotions will be transferred to the new phone.

We spoke with you on October 17, 2024, via phone number ************, and discussed the status of your account and service concerns. We informed you of the aforementioned, we confirmed that all features 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 1306816493.

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

Sincerely,

Executive *********************
Initial Complaint
Date:09/12/2024
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.
Tracfone customer service says they cannot stop payments on my credit card because my PIN number is wrong and I cant email sent from them. I have not used their service in several months. There must be a way for them to disconnect my service even if my pin is wrong ; even if I cant receive their emails. I am not having email problems with anyone else.
Business Response
Date: 09/24/2024
Dear ****** *******:

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

Your complaint states that you want to stop your automatic payments, but you cannot authenticate the account using PIN or email code.

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

We attempted to locate your account by utilizing our tools using your name, email address,number and mailing address. However, we were unable to determine your account.Hence, to address the matter we need to speak with you directly for assistance.

We attempted to contact you multiple times via phone number ************ and email ******************* on 9/13/2024, 9/16/2024, 9/17/2024, 9/18/2024, and 9/23/2024 but we were not able to reach you, and we have not received any email response as well.

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

Please refer to email reference number ******* or Ticket Number 1305213868.

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

Sincerely,

Executive Resolution Department

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

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