Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:09/12/2024

  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.

  Hello,This is ******* ***. I am a customer of **********************. My ********************** phone number is ********** and the associated email address is ******************** I joined their reward program using the same email. From the attached file "Tracfone Rewards _ Refer-A-Friend_Shinjen Lin.pdf" you can see my referral code is DNUR-5558 and I can get 7000 points for each referral. On 9/1/2024 I referred 3 friends to join and the referral bonus was posted on my activity page (please see the attached file "Tracfone Rewards _ My Rewards_Shinjen Lin.pdf" and I highlighted those activities in yellow). The pending points (highlighted in yellow under the point summary on the first page) should be ****** points instead of ***** points. It did show ****** points on 9/1 when my friends use my referral code to activate their account but it got taken away a few days later. Please have them add ****** back to my account as the referral bonus advertised in my account. Thank you very much.Shinjen

  Business Response

  Date: 09/23/2024

  Dear ******* ***:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/12/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you referred three (3) friends to join, and the referral bonus was posted on your activity page for ***** points for each referral. However, the pending points you has are ***** and it should be ****** points.
  
  We successfully spoke with you on 09/13/2024 via phone at ************; we validated the account and escalated the case. Ticket No. **********. We scheduled a call back to provide you with the required assistance on this matter.
  
  Please know, per our terms of usage,your online Rewards Account will be maintained and monitored by Tracfone to record your activity in the Program, including the amount of Points you have accumulated. Tracfone has the right to monitor all Rewards Account activity. If your Rewards Account shows signs of fraud, abuse, or suspicious activity, you may lose your Points and your Account may be suspended or terminated immediately.
  
  We reviewed your account and confirmed after further investigation no points will be reinstated to your account, due to violation of terms and conditions.
  
  We attempted to contact you multiple times to the contact number ************ and email sent to ********************* 09/17/2024, 09/19/2024, 09/20/2024, and 09/22/2024;however, we were unable to reach you, and we have yet to receive your response.
  
  If you 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 1305215956.
  
  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: 09/24/2024

   
  Complaint: 22276894
  
  I am rejecting this response because:

  I did not violate any terms and conditions. I tried to call back but couldnt reach to the extension 1120. I replied the email yesterday but without any response. Please specify what terms and conditions did I violate.

  Sincerely,
  
  ******* ***

  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 24, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you did not violate the terms and conditions to have your Loyalty Rewards points be removed.
  
  In reviewing, on 9/01/2024,your three (3) 7000 refer a friend points were removed due to a violation on the terms and conditions stated on the TracFone Rewards Program. TracFone and its business partners reserve the right to review and investigate all Perks offer activities, and to suspend accounts or remove any other promotional benefits for suspected abuse, violation of terms, or fraud. We tried to dispute the removal of the points on 9/13/2024 with reference number ********** but it was denied on 9/16/2024 due to the same reason. Based on our records, an agent from our investigation department has already provided you with the details on this matter.
  
  We spoke with you on 10/02/2024 via phone number ********** and the aforementioned were discussed.
  
  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 1305215956. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22276894
  
  I am rejecting this response because:
  I received the phone call from Tracfone with this matter and the representative said the ***** bonus points will be deposited in 60 days. I further asked her to respond here in writing but she changed her statement that my points were voided. I asked why is that and she just gave me a number ************** to call. I called many times but no one can tell me what terms and conditions I violated. I demand their investigation team to reach out to me and explain why they took away my points otherwise please reinstate the ***** points.

  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:09/11/2024

  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 9/11/2024 I contacted Tracfone customer service about an issue I was having with my phone. I was able to make calls and texts, but had no data connection. I ended up having to call Tracfone a total of 6 times that day. Each time I got a first-tier customer service person who did what they could do, then transferred me to a second-tier tech. Each level 2 tech told me to wait 5 minutes, and if the problem did not appear solved to call back. On the 4th try, the level 2 tech attempted to program the sim card. In the process, she completely wiped out my phone's balance (approximately 2GB data, 3000 minutes talk and 2000 texts. My phone sim card was also disabled. The next two calls were to try to get my balance back and fix the phone. The last tech announced that the problem was that ******* had my zip code as ***** (same as the old Tracfone's) while my actual zip was ********. This required me to get a new phone number and in the process I lost 2GB data, 2000 minutes talk, and 1000 texts. I still don't know if the new number will solve the problem with data.

  Customer Answer

  Date: 09/13/2024

  Today, 09/13/24 from between 5pm EST to 6:45pm EST, I received approximately 5 calls from a Tracfone corporate customer service agent named "********" (my spelling is a best-guess). I missed the first few calls, but he left a message giving a return number, his name and instructions to dial "Extension 7-0-0". 

  I returned the second of these calls only to be told by the agent answering that there was no such extension. He did say that there was an agent named "********". He told me he would leave a note for ******** to call back. When ******** called me three times, and each time the line was disconnected after 15 or so seconds. I tried to call back and got the same reply : no such extension, we'll have ******** call. He then called me back while I was out. I returned the call at 6:45pm and was told that ******** was leaving for the evening and the office was closing. 

  Customer Answer

  Date: 09/16/2024

  On Saturday, 09/14/2024 I had to purchase a new sim card and have Tracfone activate it. The new number they assigned to my old sim card was apparently programmed incorrectly (again). I could not receive verification texts to open my accounts on shopping, banking and medical sites. Fortunately, the young first-level tech I got on Saturday was able to program my sim card properly. I have had to provide proof of identity to all my shopping, banking and medical sites due to losing my original number which for years I had as my primary contact phone number.

  Today, 09/16/2024, at approximately 4:45pm EST, I received a call from Tracfone customer service agent "******". He left a message to return his call at extension 1900. He also seemed to say that Tracfone has sent me emails regarding my BBB complaint. In fact, I have received no written correspondence from Tracfone. 

  I returned the call at approximately 5:00pm and a young lady answered. She seemed to know nothing about anyone named "******" (are all these names simply assumed?). She wanted a reference number. I told her I had not been told of a reference number. I also mentioned that "********" had called me repeatedly Friday. I told her that I had returned his phone calls, only to be told his extension did not exist. She replied that she would check with ********. I was put on hold and after a considerable wait, I hung up. 

  I am beginning to wonder if this technique employed by Tracfone is some way to seem as if they are replying to a complaint without actually doing anything.

  Customer Answer

  Date: 09/18/2024

  Today, 09/18/2024, I received yet another call from a different customer service agent, "****." Once again, she seemed totally unaware of the previous two agents and also once again misunderstood what the complaint was about. She thought I was complaining about the inability to receive data on Tracfone's network. I explained that the complaint was about Tracfone's techs wiping out my account, and insufficiently replacing my balance. Once again, she said she'd put me on hold while she checked on the complaint. Once again, we were disconnected and she did not call back (at least as of this writing).

   

  Customer Answer

  Date: 09/20/2024

  Yesterday the 19th, I was contacted twice while at work by two different customer service agents. The first ****** "****", promised to call me today after consulting some department who had the information on my account before the tech wiped it. The second tech, "******" was an absolutely agonizing experience. He insisted I go over every detail of my encounters with Tracfone techs on 09/11/2024. I explained in detail what happened (as did I in the complaint). His understanding of my disposition seemed somewhat shallow. After 30 minutes, I told him that I had to return to work. He had the audacity- after going through my account- to try to get me to activate automatic billing! I told him that this was not the reason we were speaking.

   

  Customer Answer

  Date: 09/21/2024

  It has now been 10 days since my account was wiped by a Tracfone technician. In those ten days, I have been called anywhere between 2 to 5 times a day, on weekdays at work, on weekends and in the evenings. There have been three Tracfone associates round-robining me : "****", "********" and "******." Each time the tech calls they want a recap of the events of 09/11/2024. They put me on hold, then say they're going to check with higher-*** to repair my account.

  They then begin calling again as if they have never spoken with me. If I return their call, as they ask, I get yet another Tracfone tech who knows nothing of the problem. If I as to speak to ***** ******* or ********, they refuse to put me through to them and insist on trying to solve the problem themselves. Despite having an ongoing problem, they persist in trying to sign me up for auto-refill! I have told them that auto-refill is not related to the account wipe and that we should concentrate on one thing at a time. 

  I have decided to no long answer customer support calls. If ******* has set up a system where a tech can wipe an account in less than 30 seconds, and yet 3 techs can't replenish the account after 10 days, dragging out this farce is not worth my time. I wish to leave my complaint as unsatisfied.

  I would like to whole-heartedly thank the Better Business Bureau for allowing me a method to at least TRY to overcome the customer service battlements that ********************** has erected. Thank you!

   

   

  Business Response

  Date: 09/25/2024

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 11, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you called customer service because your data service was not working and along the process of troubleshooting your balance of approximately 2GB data, 3000 minutes talk and 2000 texts were erased. You even had to change your number because the ZIP code on your account was incorrect.
  
  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 is active and provisioned in the network. The record shows that your number was change from number ending in 0368 to 3554 on 9/11/2024. In an in-depth review, your original device was activated via web and system used the default ZIP code during the activation. We do apologize for any inconvenience this may have caused you.
  
  We spoke with you on 9/18/2024 and 9/22/2024 via phone number ********** and you confirmed that the phone service works including the data. However, you were concerned about your balance; as we check, the account has a voice balance of 3476, 1999 SMS units and 2GB of data. To validate this information, using your phone, text BALANCE or 123 or 225 and send it to 611611.
  
  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 1305435843. 
  
  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: 22272996
  
  I am rejecting this response because: I simply cannot understand how a company can look at an account with TWO cellphones and not know that they are referring to the WRONG cellphone! The phone in question has an IMEI ending in 7550! You are talking about the balance on my Moto X4 work phone! The phone in question is a Moto Edge! Just as I told your inept customer service agents, you're looking at the wrong phone!
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 09/26/2024

  I will accept this replacement of units in my account. It is unfortunate that Tracfone customers have to resort to such convoluted methods in order to get technical support that is competent. 

  I would wholeheartedly like to thank the Better Business Bureau for providing an invaluable service to consumers. I am confident that without the BBB, I would have had no avenue to make my complaint heard. 

  Thank you again. **** *******

  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 the phone you have some concerns with has an IMEI number ending in 7550.
  
  In reviewing, the TracFone account with phone number ending in 3554 is active and associated to phone with serial number also known as IMEI number ending in 7550. The account is well provisioned, and the usage report shows usage of the service.
  
  We spoke with you on October 2, 2024, via phone number ********** and as per conversation, you confirmed that a representative assisted you last week and have your issue resolved and program your account correctly. We offer further assistance if you have any other concerns, but no further 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 1306177255.
  
  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:09/11/2024

  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.

  9/8/2024 @ 11:06 pm (see screen shot). I went on the website like I have in the past, playing games to earn points. I played a scratch off game and I was told I won a ******** device. The website then said try .again later, but I got a screen shot. I have called several times and no will help me and I feel this is wither false advertisement or they are just reneging. hey should have records of my calls. I called from ************

  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 11, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you won a ******** device when playing the scratch off game then the website displayed try again later.
  
  We spoke with you on 9/11/2024 and 9/23/2024 via phone number ************ and talk about the case. We had to file an escalation to confirm your winning. A response was received on 9/23/2024, confirming that you are one of the lucky winners for the ******** device. However, since the promo is still running until 9/30/2024, we have not mailed the prizes yet. Once the promo ends, it will take up to 30 days for you to receive the new device.
  
  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 1305110614. 
  
  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: 11/06/2024

   
  Complaint: 22268292
  
  Never did get my phone.  I sent them my shipping address, which is on file, but never got it
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/15/2024

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 06, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you never got the phone. In addition, you have already sent your shipping address.
  
  We apologize for any inconvenience this may have caused you. We have confirmed that you won the game and is entitled to receive a ******** Device. An escalation was submitted to proceed with sending the phone, and we are waiting for updates.
  
  We spoke with you on 11/15/2024 via phone number ************ and discussed the aforementioned. We advised you to wait as we are already sending the prices to the winners of this program by batch.
  
  We recently received a response indicating that we have not received your shipping address. We attempted to contact you via the same phone number on 11/15/2024, to ask for your updated shipping address; however, we were unable to reach you. Please provide your shipping address so we can proceed with sending you the phone. Prices will be shipped in ***** 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 1305110614.
  
  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: 11/25/2024

   
  Complaint: 22268292
  
  The following response was provided to the BBB via email.

   

  Yes, I have provided them with the shipping address.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/25/2024

   
  
  Complaint: 22268292
  
  The following response was provided to the BBB via email.

   

  Yes, I have provided them with the shipping address.
  
  Sincerely,
  
  ***** ******

  
  
  

  Customer Answer

  Date: 12/04/2024

  Stlll no tracing number.

  Business Response

  Date: 12/13/2024

   

  Dear ***** ******: 
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated November 25, 2024, regarding BBB Case number ******** complaint. 
  
  Your follow-up complaint states that you already provided us with the updated shipping address for your prize to be received from the Scratch to Win from TracFone Wireless. 
  
  We contacted and spoke with you on December 13, 2024, by phone number ************** and we informed you that we are still working on the shipment of your winnings. 
  
  We sincerely apologize for the delay in addressing your concern. Rest assured that the concern has been catered for and will be handled 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 email reference number ******* or Ticket Number 1305110614. 
  
  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: 12/13/2024

   
  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:09/10/2024

  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 9/10/2024 Straight Talk Wireless refused to honor a refund after promising to do so 5 days prior. The agreement was made for $45 to be credited towards my account for 6 months of having no internet, according to them due to a faulty phone that they sold to me 2 years prior. I agreed to stay with their company, buy a new phone through them, which is locked to their company, if they provided compensation. I was told to contact them after receiving and activating my new phone to have the credit applied, which amounted to 1 month of total service for my son's phone line. But when I did so, they refused to honor it, and said they wouldn't compensate me whatsoever, not for the lack of internet data which I was paying for monthly within the package of talk/text/data, or for the faulty phone. I believe it is highly illegal and financially abusive to rope someone into a locked phone plan based on an oral contractual agreement that is then not honored after sale. It's also illegal to charge for services not rendered. I would not agree to stay with their company if they did not rectify the situation with compensation. They lied and said that they would, got me to repurchase, and then didn't honor their word post sale. I'm seeking help to get them to honor the $45 agreed upon refund. I have a recorded call of them refusing to compensate for neither broken phone or lack of service, after they agreed to, pre-purchase of the new phone. And there's evidence in their system that my son was unable to use data service for 6 months and that we spent 7 hrs troubleshooting with 10 representatives.Since nothing else is wrong with the phone, and considering how criminal their business practice is proving to be, I suspect that Straight Talk may be purposefully turning off data, in order to get customers to buy new phones near the end of their phone lock terms to lock them into 2 more years of service. I am seeking that you investigate them for this as well.

  Business Response

  Date: 09/13/2024

  Dear ******* ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 11, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you were offered a $45 plan credited to your account due to not being able to connect to internet for 6 months. However, when you contacted customer service after getting a new phone, you got refused and did not get the compensation.
  
  We reviewed your Straight Talk account; it is active and in our system. We found some days where phone features were unused, based on the accounts *************. We apologize for the recent issues that you may have experienced with your ********************** We issued ************************************************************************* 4513 on 09/12/2024; reference ticket number **********. The account usage records indicate the device is working properly, as well as the data service.
  
  We spoke with you on 09/12/2024 via phone number ************, and discussed the status of your account; we informed you about the service plan that we just added to the account.  We also cancelled the auto-refill per your request.
  
  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 1305103517. 
  
  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19, 2024 my phone service(Paygo Plan) end day went from 1/13/26 to 9/18/24. This occurred after I contacted Tracfone to ger a refund for a renewal on 1 month plan that I forgot to cancel the auto-renewal. I was credited the refund. I want the service end day(Paygo Plan) to be restored to 1/13/******** number ************ Since then I have transferred to a new phone.IMEI# ***************

  Business Response

  Date: 09/17/2024

  Dear *** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 10, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your Service End Date went from 1/13/2026 to 9/18/2024 when you request for a refund on a plan added via Auto Pay.
  
  In reviewing, we found your old TracFone device with IMEI number ending in 0924. The phone had an initial Service End Date on 12/14/2025; two refills were made on the account dated 7/18/2024 and 8/17/2024, both for a $40 airtime plan (unlimited talk/text, 10GB data / 30 days; however, refund were requested for the said purchased. The refunds were processed on 7/20/2024 and 8/17/2024, along with your Auto Pay enrollment cancellation. This reverts your Service End Date to 12/14/2025, and then on 8/19/2024, a $15 airtime plan (500 minutes, 500 SMS units, 500MB data / 30 days)was added to the account, which should make your Service End Date to be on 1/13/2026 but system failed to update the account with this information. We do apologize for the inconvenience this concern may have caused.
  
  We successfully spoke with you on 08/17/2024 via phone at ************ and we discussed about the activation of the service after the refund was generated, we corrected the service end date and confirmed the service is being provided. To this date, your account shows your updated Service End Date to be on 1/13/2026; it is active.
  
  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 1305101399. 
  
  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:09/09/2024

  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.

  Tracfone reassigned my wireless phone number this year without informing me of my account status. ********************** has an email address for my account and I have their app. Of course they can text me. The last communication from them via text was about their acquisition by *******. I also cannot access any information via the app, as I have over 1000 minutes of service. Finally, as a contract phone I've had to renew service periodically. I always get reminders and update. I have not received either since 2023. As this is a backup phone for me, I had not used it significantly for a few months. It seems to me my number was reassigned without any communication to me about it or my status with Tracfone. I have had this number since 2006 and used it for freelance business purposes. Now I'm told it's unavailable by a customer service **** by script of course.

  Business Response

  Date: 09/25/2024

  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 Wireless re-assigned your phone number without your consent. With this, you wanted to restore your old phone number including your minutes.
  
  Please be advised that TracFone Terms and Conditions indicate that if you do not purchase and add airtime prior to the Service End Date, your Tracfone Service will be deactivated on the Service End Date and you will lose your phone number even if you have minutes remaining. Your Service can be reactivated by purchasing and adding an Airtime Card, and once reactivated, your phone may be assigned a new phone number. 
  
  In our review of your TracFone account, it shows that the last time you renew your service was on 3/7/2023, and service end date was on 4/5/2024. The account was deactivated on 4/6/2024, due to non-renewal of service. We have also confirmed that your phone number ending in 3356 can no longer be retrieved, therefore, a new phone number will be generated if the account is reactivated.
  
  We spoke with you on September 17, 2024 via phone number ************, and discussed the status of your account and service concerns. We informed you about the aforementioned investigation, and you expressed your frustrations and disappointment with the service.  
  
  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 1305344803.
  
  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: 09/25/2024

   
  Complaint: 22261585
  
  I am rejecting this response because:

  Tracfone did not communicate, message, contact or inform me through their app or on my Tracfone purchased phone that my service expired back in April 2024. Since being taken over by *******, I have received no emails, texts or messages concerning my account. I received no warning that my service would be terminated and was never given the chance to recover the number. They can cite their terms and conditions all they want. I believe Tracfone acted in bad faith by a) not giving any notice or warning of expiration and b) inadequate explanation as to why the number is no longer available or what the process is for re-assignment of the number. 

  Their previously excellent service provided remaining minutes and expiration date on the home screen back in the days of the flip phone. Along with the sophistication of smartphones is the sophistication of subtly hiding the info. I'm not disclosing the hardships and problems of why I didn't use my phone. But to receive absolutely no notice of termination, before, during or after is emblematic of current unfair business practices. Also, *******'s takeover has made Tracfone a poor company to deal with. 

  
  Sincerely,
  
  ******* **********

  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 follow-up complaint states that you did not receive any communication from TracFone regarding your service deactivation. 
  
  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. 
  
  Upon further review of your complaint, the account communication preference on your account was not properly set up, resulting in not receiving any notification for your account service. However, TracFone terms and condition clearly states that if you do not purchase and add airtime prior to the service end date, your TracFone Service will be deactivated on the Service End Date, and you will lose your phone number even if you have minutes remaining. To prevent this from occurring, please keep your TracFone service active by purchasing and adding an Airtime Card on or before your Service End Date. 
  
  With the aforementioned information, we regret to inform you that your phone number ending in 3356 can no longer be retrieved. On the other hand, we will be more than willing to assist you in reactivating your phone with a new phone number. 
  
  We attempted to contact you by phone number ************ and email at ******************** on 10/01/2024, 10/02/2024, 10/03/2024, and on 10/04/2024 but to no success. You were unable to answer our calls, and we have not received any response to the emails we have sent. 
  
  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 1305344803. 
  
  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:09/08/2024

  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 is Total Trash , they changed my number and disconnected my services without my consent and put account in someone elses name called ****** then they laughed about making jokes about it in customer service .They owe me $50 for service and phone purchase

  Business Response

  Date: 09/16/2024

  Dear ******* ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 09, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your phone number was changed and your service was disconnected without your consent. In addition, your account is now under someone else named ******, so you are requesting $50 refund for your service and phone purchase.
  
  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.
  
  We reviewed your TracFone account;it has been inactive since 8/8/2024. An in-depth review of the account sows that this was because of a successful request to transfer the phone number ending in 3305, with reference port-out ticket number 1303163322.
  
  We attempted to contact you via phone numbers *****************-626-0859 and email ************************ on 09/09/2024, 09/10/2024, 09/11/2024, 09/12/2024, and 09/15/2024; however, we were not able to reach you. We received your reply via email; however, we were still unable to reach you.
  
  If you still require assistance, you can contact an agent at ************** 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 1304981427. 
  
  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:09/08/2024

  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.

  Ordered an additional 3 months of service with 6 GB data on August 29 on my daughters line which is ************ as shown on uploaded photo. Service end date was updated but I have not received the data. I have contacted the company twice with no resolution. I would request that my data be updated with the 6GB of data that was purchased plus an additional 3 months of service as well as an additional 4 GB of data be added for the trouble trying to get this issue resolved. I have been a long time customer and am extremely frustrated that I cant get this issue resolved.

  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 9, 2024,regarding BBB case # ******** complaint.
  
  Your complaint states that you redeemed a 90-day TracFone service plan on 8/29/2024, which includes 6 GB of data; however, the data was not added to your account. In addition, you contacted customer service for assistance;however, the issue was left unresolved, so you are requesting a 4 GB of data as compensation.
  
  We reviewed your TracFone account; it is active and provisioned in our system. Transaction History shows that you redeemed the 90-day service plan with 6 GB of data on 8/29/2024. We can confirm that the plan was added;however, the data balance did not reflect properly to the account due to a systemic error. The actual data balance in your account is more than what you can see in the balance inquiry. We apologize for any inconvenience this may have caused you. With this, 5GB of data were added to the account on 9/15/******** your total data balance as of 9/18/2024 is 5.99 GB, with reference number 1305334909.
  
  We attempted to contact you via phone number ************ and email ******************** on 9/9/2024, 9/10/2024, 9/13/2024, 9/15/2024, and 9/18/2024,to discuss the status of your account and service concerns; however, we were unable to reach you. We received your email responses, but we were still unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  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 1304981652.
  
  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:09/07/2024

  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 had a tracfone account with number ************ that had a 1 year plan with unlimited talk and text and 24 GB of data for the year ending in Feb 2025. Today I called customer service to port my ATT ********************** number *************) into the existing phone and service. I verified with the *** that my remaining time and 22 GB of data would remain on the phone and he verified that it would.The port went through right away but when I checked my account it only had 29 days remaining and 2 GB of data from a $20 a month plan I never bought. My remaining time through Feb 2025 and my 22 GB were gone.I called customer support and spent nearly 2 hours with ***s to get my time and data back. They spent ages investigating and finally an agent said she found my time and data under the old number and would add it back it.She succeeded in getting my time back to Feb but could not add in all the data and transferred me to a *** she said would add the data back into my account. After 20 mins on the phone with that agent investigating - she refused to add my 20 GB of data back in and claimed I never had such a plan.She said the other agent was wrong and that she was right and that was it.I have proof of that plan as I was texted the details when I opened he account. She did not care.I simply want the time and data I paid for credited back to my account.

  Business Response

  Date: 09/20/2024

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 7, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your service due date and data balance were changed after you ported your phone number ending in 0567 to TracFone. You contacted customer service and they fixed the service due date of your account; however, the lacking 22 GB of data were not added.
  
  We reviewed your TracFone account;it is active in our system and is properly connected to the network. Our records show that you requested to port your phone number ending in 0567 to your active TracFone account on 9/6/2024, with reference number 1304837083.After the port process, the number was transferred to another phone, with reference number **********. This caused a systemic error in the account which altered the service plan of your account. We apologize for any inconvenience this may have caused you, and we have submitted an escalation to update your account.
  
  We spoke with you on 9/18/2024 via phone number ************, and discussed the status of your account. We advised to wait ***** business hours to completely update your account. As of 9/19/2024, your account is now reflecting the missing data balance.
  
  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 1304980847.
  
  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: 09/26/2024

   
  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:09/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for data. Will be on phone for 5 minutes then disappear. Company says I used 1gb in 10 minutes. They have done this before

  Business Response

  Date: 09/19/2024

  Dear Myles Pelletier:
  
  We have received and reviewed your
  Better Business Bureau complaint. This response is in reference to your
  correspondence dated 09/06/2024, regarding BBB Case number 22250102 complaint.
  
  Your complaint states that you paid
  for data on your phone and had it for 5 minutes, but it will then disappear. In
  addition, you were told that your data was used up.
  
  We reviewed your TracFone account;
  it is active and provisioned in our system. Usage Records indicate that the
  phone is working and is being used. Transaction History shows that you redeemed
  1 GB of add-on data on 9/2/2024. We found a total of three (3) separate tickets
  to add data as replacement. However, an in-depth review of your account shows
  that the data usage from 9/2/2024 to 9/18/2024 went up to 4,096.3 MB.
  
  We attempted to contact you via
  phone number 279-251-8047 and email [email protected] on 09/09/2024,
  09/10/2024, 09/13/2024, 09/15/2024, and 09/19/2024; however, we were unable to reach you.
  
  Nonetheless, you contacted us on
  09/11/2024 and we informed you about the findings on the account. You requested
  to receive this information in writing, so we sent an email response on
  09/13/2024, and has yet to receive your reply.
  
  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 5411001 or Ticket Number 1304987347
  
  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: 10/01/2024

   
  
  Complaint: 22250102
  
  
  
  I am rejecting this response because:

  Please read attached 
  
  
  
  Sincerely,
  
  
  
  Myles Pelletier

  Business Response

  Date: 10/11/2024

  Dear
  Myles Pelletier:
  
  We
  have received and reviewed your Better Business Bureau complaint. This response
  is in reference to your correspondence dated October 2, 2024, regarding BBB
  Case number 22250102 complaint.
  
  Your
  complaint states that you did get the refund for the $10 data add-on. However,
  you are wondering why you were told that you used 4,996 MB when you only added
  1 GB which is equivalent to 1,024 MB of data. You also stated that the data was
  replaced twice, but would disappear in 5 minutes. Moreover, you expressed your
  dissatisfaction with customer service when you asked to speak to the manager.
  
  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.
  
  In
  regards to your query on why you were informed that you used 4,996 MB of data,
  when you should only have 1,024 MB, as per account history, aside from the 1 GB
  data add-on you purchased, we found a total of 3 GB added to your account for
  the data issue you have on 9/5/2024 and 9/6/2024, with reference ticket numbers
  1304755717, 1304799674, and 1304808789. Nonetheless, our records indicate that
  data usage from 9/2/2024 went more than 1 GB. We also confirmed that your
  payment for the $10 data add-on on 9/2/2024 was credited back to your account
  on 9/17/2024, per reference number B2C2024090251866896.
  
  We
  spoke with you on 10/7/2024 via phone number 279-251-8047, and discussed the
  status of your account and service concerns. You requested refund for the
  service plan you added to your account. Transaction History shows that you
  purchased a $384 1-year unlimited plan on 3/16/2024, and our records indicate that
  the phone service is being used. Please be advised that TracFone Wireless Terms
  and Conditions indicate that TracFone service plans, used or unused, has no
  monetary value. Nonetheless, we advised to escalate this concern for verification
  and approval, and we agreed to call you back the following days.
  
  We
  attempted to contact you via same contact number and email [email protected]
  on 10/11/2024, to discuss the status of your account and service concerns.
  However, we were unable to reach you and have yet to receive your reply to our
  emails.
  
  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 5420406 or Ticket Number 1304987347.
  
  Based
  upon the foregoing, we will close this matter unless we hear from you. Thank
  you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  
  Executive
  Resolution Department