Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,472 total complaints in the last 3 years.
812 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:09/06/2024
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 used the "bring your own phone" option when I got service with them. This phone was not purchased from them, they've never owned this phone and I didn't buy it from them under any kind of installment plan. While still with them, I bought another unlocked phone and had the service transferred to it. The original phone that I had brought onto the service has been disconnected from their service approximately a year.I sold this phone without knowing that Tracfone had locked it to their network. I have been accused of being a thief and been threatened with legal actions. It doesn't look good that I said that I would have it unlocked and report back after almost two weeks that it still isn't unlocked.Every other cell company, even ******* can unlock your phone very quickly I've used that phone with at least two other carriers and never had a service provider lock my phone in the first place, but to have it locked a year after it was removed from the service is tantamount to theft.
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 6, 2024, regarding BBB case number ******** complaint.

Your complaint states that you used an unlocked Bring Your Own Phone (BYOP) device while having ********************** service, but TracFone locked the phone with their network.

In reviewing,using your email, ***************** a SafeLink account was pulled up with phone number ending in 1607. The account is connected to a BYOP device, an iPhone 13 Pro Max with IMEI number ending in 6197. Based on our records, on 8/27/2024, a call was made in regard to the unlocked status of the phone where it was confirmed that device was unlocked. Meanwhile, we found another IMEI number ending in 3758, another BYOP, an iPhone XR, used with a TracFone service, and based on the records, escalations were filed to have the device unlocked. We do apologize for the inconvenience this concern may have caused you.

We attempted to contact you via phone number ************ and email **************** on 09/09/2024, 09/10/2024, 09/11/2024, 09/12/2024 and 09/16/2024 but with no success. We have not heard from you, and you have not responded to our ********* this date, our unlocking department confirmed that the device with IMEI number ending in 3758 was already unlocked. Please power the phone off and on.

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 1304980355.

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:09/06/2024
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.
I am writing to file a complaint against Tracfone customer service representative Employee #******. On September 5th, 2024, I experienced extremely rude and disrespectful behavior from this representative.I contacted Tracfone to address a concerning issue with my data usage. Despite explaining that I am consistently connected to Wi-Fi and have not used my data, the representative insisted that I had used up my allotted data for the month. I informed her of a known glitch that can cause excessive data usage and provided details of my Wi-Fi usage.Throughout the call, the representative repeatedly interrupted me, spoke in a condescending tone, and refused to acknowledge my concerns. She also threatened to disconnect the call if I put her on hold, even for a brief moment. This behavior was not only unprofessional but also caused significant emotional distress.I requested to speak with a supervisor multiple times, but the representative refused to escalate the call. Her actions demonstrate a complete disregard for customer satisfaction and a lack of understanding of basic customer service principles.I am requesting an investigation into this incident and appropriate action taken against the representative. Additionally, I would like to request a review of Tracfone's customer service training to ensure that future interactions with customers are handled with respect and professionalism.I would also like some form of compensation for the service I paid for, which I paid $199 for. I have not used all the data, as wifi is almost always on with this phone and data off.
Customer Answer
Date: 09/12/2024
I received a call from a Tracfone representative on September 9th, 2024. She apologized and said the data issues I've been having have been a known issue for at least 50% of their customers. The representative also said they would be listening to the call I referenced in my complaint. She said I would be receiving a call back to assist with fixing the phone data issues and to discuss compensation. I have not received a call back, and it's been 3 days.
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 06, 2024,regarding BBB case # ******** complaint.

Your complaint states that when you contacted customer service for a data issue you encountered, you were not assisted properly. You also requested compensation since you have not used all the data allotted on your service plan.

We appreciate your feedback regarding the negative customer service experience. We value your 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.

We reviewed your TracFone account;it is active and provisioned in our system. Transaction History shows that you redeemed a 1-year TracFone unlimited service plan which includes 24 GB of data on 9/27/2023. There is also a 1 GB data add-on redeemed on 9/8/2024. An in-depth review of your data usage indicates that the data allotted to your account has been fully consumed.

Nonetheless, our records show a total of 10 GB of data added to your account on 9/12/2024 and 9/18/2024 as courtesy.

We spoke with you via phone number ************ on 09/17/2024, to discuss the status of your account and service concerns; however, you requested a callback since you do not have the phone with you. Thus, we attempted to contact you via same number and email ******************* on 9/18/2024; however,we were unable to reach you and has not received your response to our emails.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:09/05/2024
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 had 3 phones with TracFone and after few months i was trying to transfer it to us ***** i was asking for transfer codes and tried all options with TracFone but thy not helping me all thy say is ***** hrs. and I'm with out a phone for 3 weeks now i have 2 week bay at 1 kid not feeling welt but TracFone refusing of unlocking my phone even do its the low to have it unlocked after 2 months please have the company call me asap at ************
Customer Answer
Date: 09/09/2024
MY NAME IS ************************* AND I HAVE A PHONE LONG OVER TO MONTHS WICH
HAVE TO BE UNLOCKED BY USA GOV ******** WAS WORKIGN WITH THIS CRAZY COPNY FOR 2 WEEKS TO GET UNLOCKED, FOR THE
FIRST 2 WEEKS THY DENIED GIVING ME ANY UNLOCKING COEDS AFTER 2 WEEKS
THY BEGIN GIVING ME CODES BUT ITS STILL NOT GETTING UNLOCKED, I DID 5
TIMES FACTOREY RESTS BUT STILL NOT WORKING SEE CELL PHONE INFOE BELOEW
AND HAVE IT UNLOCKED ASAP

IMEI NUMBER 016144008042531
***** ************
Customer Answer
Date: 09/09/2024

I just want to give you some info before tracfone is coming back with there fake statement
i was connected by 7 different people from there corp office and i gave them all about 1 hr on the phone to help me but no one end up doing anything beside of telling me that they are working on it and i have to do this and this and this so after spending 7 hr in one day for 1 stupet phone i said for the corp office here is my emi number and phone number but i can't be on the phone any longer since we are not getting anywhere,

Business Response
Date: 09/12/2024
Dear ***************************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 06, 2024, regarding BBB case # ******** complaint.
Your complaint states that you had 3 phones with Tracfone and after a few months you tried to transfer it to US Mobile. You asked for the transfer codes and tried all options with Tracfone without success. Tracfone is refusing to unlock your phone even though the device should be unlocked after 2 months from the activation.
In our review, records show that you requested to unlock your phone on August 4, 2024,but it was unsuccessful. It shows that your device is not eligible for free unlock as 60 days have not passed.
Please be advised that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
-The cellphone must be in working condition and turned ON.
-The cellphone has not been reported stolen or lost, and there are no indicators of fraud.
-The cellphone was activated with TracFone service by purchasing and redeeming an airtime plan on that specific phone ("Activation")
-For all cellphones Activated with TracFone prior to November 23, 2021, on any carrier network, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active TracFone service.
-For all cellphones Activated with TracFone on the T-Mobile or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active TracFone service.
-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 September 8, 2024, by phone number ************, and you mentioned that you reactivate your phone until it unlocked. However, the service is not working.We have checked your account, and it shows that it is well provisioned. There is also no report received of any service interruption or restriction in your area. As per checking with the network specialist, there is no network issue observed on your account that may interrupt your service. Since all the troubleshooting has been done and the issue remains unresolved, we offered a replacement SIM card, but you refused the offer after multiple unsuccessful attempts to resolve the issue.
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.
We have further checked your device unlocking request and we are pleased to inform you that it is now eligible to be unlocked. Please turn the device OFF and back ON to start the unlocking process. The process may take a couple of hours.
If you should still require assistance, you can contact ************** enter PIN ********** of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1304817958.
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: 09/13/2024
THIS IS NOT LEGIT AND YES I AM NOW 90 DAYS FROM PHONE WAS ACTEVATET AND YES THIS PHONE WAS ALREADY TRANSFER TO OTHE RCOPMNY SINCE YOUR COMPANY IS A BAD PLACE TO BE
Customer Answer
Date: 09/13/2024

Complaint: 22246999

I am rejecting this response because: THIS IS NOT LEGIT AND YES I AM NOW 90 DAYS FROM PHONE WAS ACTEVATET AND YES THIS PHONE WAS ALREADY TRANSFER TO OTHE RCOPMNY SINCE YOUR COMPANY IS A BAD PLACE TO BE

Sincerely,

***************************
Customer Answer
Date: 09/13/2024
JUST FOR YOU TO BE CLEAR TOE BUSINESS IS NOT HELPING ME SINCE I WAS ON THE ****E WITH THEM FOR LAST 2 WEEKS FOR OVER 4HR PER DAY BUT IM NOT GETTING ANYWHERE SINCE N ONE KNOW FROM THE OTHERS CALL AND MY ****E STILL NOT WORKING

SO WHEN THE COMPANIS TELLING YOU THAT THY TRY HELPING ME ITS NOT TRUW SINCE I WS ON THE ****E FOR OVER 100HR BUT STILL FACING NOT WORKING ****E HOW MUCH LONGER CAN I BE ON THE **** E

OTO BE CLEAR MY COPLAINT IS THY NOT HELPING ME AND IT STILL REMAIN THE COPMLAIN SINCE I DID WHAT EVEER I CAN TO BE HELPED BUT THIS UNPROFERCTIOL COPNY IS NOT GETTING THIS PROBLE FIXED
Initial Complaint
Date:09/05/2024
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.
My daughter and I have state phones,because of limited income,our only phones,they keep shutting them off.We were told if we use them at least 1x a month it would be free.We have tried to u it every day it's shut off.I live alone,have a lot of medical issues,plus my daughter s is our only communication,she also has medical issues.They also say we have to apply every month,which for both of us is very stressful, it's along process, which we can't have stress.Want the application to run concurrent every month info don't change.was even just now this month they want our state medical card,we have had problems like this since day 1 back in September of 23.ENOUGH IS ENOUGH
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 09/05/2024, regarding BBB Case number ******** complaint.

Your complaint states that you and your daughter each has a phone with free service due to limited income; however, your service keeps on getting disconnected and you were always advised to re-apply for the program every month.

We reviewed your SafeLink account; it is active and provisioned in our system. Our records show that you previous Lifeline enrollments with ********, and the enrollment prior to your current application was cancelled since the system failed to identify which device to deliver the free benefits to. Nonetheless,your new Lifeline application was approved on 9/12/2024, with unlimited talk,texts and 10 GB of data plus 5 GB of hotspot. Usage Records indicate that the phone is working and is being used.

We attempted to contact you multiple times to the phone number ************ on 9/11/2024, 9/12/2024, 9/13/2024, 9/16/2024 and 9/20/2024, to discuss the status of your account and service concerns. However, we were unable to reach you. We need to speak directly to discuss this matter.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:09/05/2024
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.
An i phone 12 was purchased under an advertised promotion; Purchase the i phone 12 for $299.99 along with the Silver unlimited plan and then sign up for auto pay and the plan ( after the first month ) would be $20.00/month for 12 months, with a credit of $25.00/month. Originally tried to purchase with Social Security debit card, but could not, so I ordered a Debit card for my checking account and ordered the phone, with the first month of silver unlimited for $45.00. I have been trying, ever since to sign up for auto pay and get the deal that was advertised, as well as offered to me via email and text message, which are attached, and I am not able to do it through the website, text link, or over the phone. I have spent approximately 4 hours trying to set this up, but to no avail. I have also attached a letter, detailing my issue, which I sent to the Company today.
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 5, 2024, regarding BBB case number ******** complaint.

Your complaint states that because of a promotion you purchased an iPhone 12 and will only need to pay $20 for the airtime plan plus a $25 credit per month upon signing in Auto Pay. You are trying to set up Auto Pay to get the deal, but it has been unsuccessful.

In reviewing, the order placed on 8/13/2024 with the order number ********* was indeed for an iPhone 12 and a $45 airtime plan. The device is active and currently not set up with Auto Pay. The usage report of the line also shows that the service is being used. However, the account/device does not meet the requirements to be eligible for the promotion.

Straight Talk is offering a limited time phone discount promotion to eligible customers who buy an iPhone 12 at full price ($299 plus tax) from ******* Stores,*********** or ****************. Customers who qualify will receive a monthly device credit towards their monthly service through auto-refill enrollment to reimburse the device price.

In an in-depth review, we found that the phone ordered with IMEI number ending in 2346 is under Leased Agreement with a third-party company called ********, and you made an initial payment of $75.13. With that, we do apologize, but you do not qualify for the said promotion.

We attempted to reach you multiple times via phone at ************ and email **************** on 09/06/2024, 09/08/2024, 09/09/2024, 09/12/2024 and 09/16/2024; however, we were unable to speak with you and the one email response we have received only contains your preferred callback time. We have sent you the aforementioned explaining the content of this promotion.

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 1304800360.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/17/2024

Complaint: 22244139

I am rejecting this response because:
1. I received both an email and a text with a link to sign up for the $20.00/ month for one year with autopay, after the first full month of service, and when I said that to ***** who called me from the Miami office she said it was a system error, It was not, as this is the exact promotion I was trying to get. It was offered to me clearly in both the text and email. which are attached to the original complaint.
2. The phone price of $299.99 was an actual part of the promotion, so how can I get part but not all of the promotion? If I was allowed to click on the promotion, check out through that path, and not get an error or other message saying I could not do it through Smart pay then how can you then turn around and say I cannot get the promotion because of that?!
3. The only place I see anything about paying the $299.99 up front is in the fine print of the email telling me I can sign up for the $20.00/month, and it says, " $299.99 due at purchase" That does not clearly state that you cannot use Smart Pay.
4. After purchasing the phone, and while trying to purchase it, I spoke to your representatives several times, and they knew EXACTLY what I was trying to do, in relation to buying the phone with Smart Pay and signing up for the promotion, and i was NEVER told I could not do it! The calls are recorded, so I am going to look up the dates I called and ask that you get the recording.

Sincerely,

**** *****
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 received email and text regarding the promotion you are complaining about, followed through the received email to avail the promotion; however, you were told you did not qualify for the promotion. You also indicate that it was not stated that you cannot use SmartPay.

Please note that by agreeing to Straight Talk Terms and Conditions, you expressly consent to and authorize Straight Talk and its affiliates, agents, and its third-party representatives to use written, electronic or verbal means to contact you for any reason, including regarding information about your Service,Service reminders, payment reminders, payment confirmations, renewal confirmations, requisite notices and marketing of any kind, including offers,solicitations, and promotions.

In reviewing your account and the information you sent with the complaint, we found that your payment due is $75.13 when you completed the order and used Smartpay (Leasing allied) to finance the phone through them. As no full price was paid at the time of purchase, you do not qualify for the promotion. The terms of the promotion states that customer must pay the phone price $299.99 due at purchase to be eligible for the discount.

We attempted to contact you on 9/24/2024, and 9/25/2024, via phone numbers ****************-794-3743 and e-mails *************************,to discuss the matter with your complaint. However, we were unable to reach you and has yet to receive your reply to our email.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:09/04/2024
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.
Im writing to complain about an issue with customer service and my price plan following a move from T-Mobile using the BYEBYETMOBILE promotion.I was a T-Mobile customer that moved over 2 lines to Total ********************** using the promotion BYEBYETMOBILE - purchasing online my sim cards and then activating the service.This should have priced my 2 lines at $15/each/month **** Tax, with a total of $30/month including taxes. It is now $88 a month due to the error below. I made the order online and activated the sim myself: 4400-SI0I4SI1I8 Due to an issue with the esim on the device (all compatible since iPhone 15 Pro US), your customer service did reinstall the esim (same number, same plan - ************) but this cancelled my promotion - and theres no way for me to get it back. Note that this was due to a technical error on Total Wireless side. I would like to please request that my phone plan get reinstated as per the promotion for which I qualified and followed the steps. I really appreciate any help in this regard.Ticket issues:1304703505 ********** Phone numbers ported from T-Mobile PostPaid:************ ************
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 5, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you switch over from T-Mobile to Total Wireless due to the BYEBYETMOBILE promotion wherein your two ported lines will have an airtime plan at $15 each per month.However, what you are seeing is $88 a month.

We first spoke with you on 9/13/2024 via phone number ********** wherein we agreed to escalate the concern to get an immediate resolution and decided to do callbacks to provide updates.Follow-up callbacks were made on 9/14/2024, 9/17/2024, 9/18/2024, 9/19/2024 and 9/25/2024 but with no success. However, you responded to one of the emails sent to ************** asking for some update. To this date, your Total Wireless account is showing the promotional discount. On your next refill this coming 10/04/2024, for your two lines, you will be paying a total of $30.

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 1305224351.

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

Sincerely,

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

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 since the business confirmed the renewal rate will be $30/month.

Sincerely,

********* *********
Initial Complaint
Date:09/04/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/20/24, I placed order# ********* through the Tracfone website. Order contained 2 items- keep your own phone *** kit and $20 plan. Before checking out, I was asked to provide my zip code, current phone number, and IMEI number. Upon doing so, the website said that my phone was compatible, and correctly identified my current phone carrier as T-Mobile.My order was delivered a few days later. I cancelled my T-Mobile service later that same day, on 8/20/24, with the intention of transferring over to Tracfone. I get my package from Tracfone, I open it up, and they sent me a ********Compatible "Keep Your Own Phone *** Kit" instead of a T-Mobile compatible one. I tried to put the *** card in my phone, but it was useless; it wouldn't go, because it was configured for a ******* transfer instead of a T-Mobile transfer.On 8/26/24, I spent 45 minutes on the Tracfone live-chat, trying to explain to the customer service clerk that they had sent me the wrong sim kit. I gave them the order number, zip code, IMEI number, serial number, all kinds of numbers. No real solution was given to me to fix this. After 45 minutes of run around, I was told to give my number for a call-back. It was late and I told them no.On 8/27/24, I called up the Tracfone customer service line and went through the same run-around. I gave my order number, IMEI number, etc. Again, no real solution or help was given to me. When I asked for a refund of my order, I was told that they could only refund me $1 for the card because the airtime was non-refundable. I got into a screaming match with the agent I spoke with, telling her the basics:I was sent the wrong item. I wasted 1 1/2 hours of my life trying to fix someone else's fuck-up I was not given any real solution or assistance (we will mail you correct Sim card, etc.).I want my full refund of $18.17, plus an additional $21 for the 1 1/2 hour run-around work I had to do (it is the Illinois minimum wage rate). Total would be $39.17.
Business Response
Date: 09/12/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/05/2024, regarding BBB Case number ******** complaint.

Your complaint states that you decided to switch to TracFone Wireless and verified that your T-Mobile phone is compatible. The system correctly identified your phone to be T-Mobile compatible and you purchased the Bring-Your-Own-Phone (BYOP) *** card Kit; however, you received an incorrect ******* compatible *** card. The issue has not been resolved even after asking assistance from customer service, so you are now requesting refund and monetary compensation.

We spoke with you on September 9, 2024 via phone ************, about your service concerns. You mentioned that you already activated the phone with another service provider and you only need a refund for the *** card kit and service plan you purchased. Therefore, we processed the refund amounting $17.08, with refund reference number B2C2024082051530472.Refunds will take 3-5 business days. However, credit posting may take up to 30 days, depending on your financial institution.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/13/2024

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:09/04/2024
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 this wireless phone plan on August 23, 2024 for my grandson. It worked for an hour and then stopped. I have been on the phone with ************ for multiple times for over a couple hours, trying to troubleshoot and I have done everything they said, including going back to the store and it worked at the store but will not work anywhere else .They will not give me a refund due to lack of service. I gave them the PIN number that was created when getting this new plan and phone number and the last phone calls he had made but they denied it. I told him I would send him screenshots of his call log history, but they refused to help me. She told me to fill out an account online, but it requires to send a text for confirmation the phone is not working no text no phone call..
Business Response
Date: 09/12/2024
Dear *************************:

We have received and reviewed your Better Business Bureau Complaint. This response is in reference to your correspondence dated August 28, 2024, regarding BBB Case number ******** complaints.

Your complaint states that you purchased a service plan on August 23, 2024, for your grandson but the service stopped working after an hour. You called to troubleshoot the phone, but the issue persisted. Therefore, you requested a refund but were denied. You tried to process the request online, but it cannot be done due to verification.

*************' 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, we found a ************* account, using a Bring Your Own Phone device that was activated using a $25 airtime plan. The account is active, and the usage report shows that service was used. In addition, it does not appear that a service interruption occurred, and we have confirmed that coverage is available in the area. Please be advised that within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device,network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings,foliage and other obstructions, weather and other conditions.

We spoke with you via phone ************ on 09/05/2024. You mentioned that the store already provided you with the refund of the Bring Your Own (BYOP) SIM card and plan, as your grandson decided to switch service providers. You then declared that no further assistance is needed.

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 1304335607.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/17/2024

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:09/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer with ******** for about TWO WEEKS, MY SERVICES HAVE BEEN DEACTIVATED TWICE??I am on the lifeline program.I have TRIED to fix it but I CAN'T EVEN GET BEYOND VERIFICATION PROCESS ????????They like several use two phone numbers..... To verify. THIS DOES NOT WORK??. EVER ??. IN ALL if my attempts that one hasn't worked ONCE.******** customer service is VERY bad. The first contact is the only contact ??????. THEY .REFUSE TO ALLOW CmUSTOMERS TO ESCALATE ??any
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 4, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have been on Lifeline program with SafeLink; however,your service have been deactivated twice. In addition, you contacted customer service for assistance, but could not proceed due to verification process, and could not escalate the issue.

******** 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 our review of your account, we found out that you reapplied and got qualified for the Lifeline program with SafeLink on 8/13/2024. The free benefit which includes unlimited talk, text and 10 GB of data was manually added to your account, because the system was unable to accurately identify which account the benefits should be added. This caused your enrollment to be canceled on 8/30/2024. We apologize for any inconvenience this may have caused you. Nonetheless,we found out that you reapplied for the program and was successfully enrolled on 9/4/2024. The benefits were added properly, and your account is active and provisioned in our system. Usage Records indicate that the phone is working and is being used.

We spoke with you on September 12, 2024, via phone number ************. As per conversation, you mentioned that the services are working, except for the mobile data. As we reviewed, your total data usage as of 9/11/2024 is 8.94 GB,out of the 10 GB allocated in your plan. Nonetheless, we offered to further troubleshoot the device, and requested an alternate number; however, you refused to continue with the troubleshooting.

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 SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 09/14/2024

Complaint: 22237918

I am rejecting this response because:
WOW, many LIES contained within response....
Bottom line this customer has spent on the order of FIFTY HOURS ON THE PHONE with first line MANAGERS who are not allowed to escalate ANYTHING apparently.
I STILL do not have service that FUNCTIONS ??.
NO SMS??????
NO DATA??????

VERY UNPROFESSIONAL customer service I waited over an hour (troubleshooting.....) to speak with networking.... **** 5223 was EXTREMELY rude and indignant and could not/WOULD NOT verify me.....
KIMREL ALSO deserves special mention as he put me on indefinite hold ...... Saturday 9/14 at approx 2:10 MST

Sincerely,

**** *******
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 14, 2024, regarding BBB Case number ******** complaint.

Your complaint states that SMS and **** services are not working properly on your phone and customer service was unable to provide proper assistance.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.
In reviewing, your account is active and properly provisioned. We can see that your lifeline benefits were properly attached and issued to your account.

We spoke with you on September ******* by phone number ************. As per conversation, you have mentioned that your calls and text are properly working. However, the data is not working due to *** is not set up. Thus, we advised to update your device APN settings to provision your data service; APN: tracfone.vzwentp.

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 1304747515.

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:09/03/2024
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.
My daughter has a phone that was purchased from TracFone in 2020. It has been unlocked and on **** for over a year (estimated 1-2 years). On August 29, the phone was suspended by ATT with a note saying that it did not meet the wireless terms of service. We called **** and they said that the **** number was blocked by ******** We called ******* and they said that they can see the block but can't remove it because the phone originated with TracFone. We called TracFone and they say they say that they cant do anything because they cant see a block. It was not reported lost or stolen, and it was paid for in full on purchase (the two reasons were were told a block could be put on a phone). We have gone in circles with these three companies multiple times and none of them will talk to the other and we can't resolve the problem. We do not want to be forced to purchase a new phone because a block was mysteriously put on this phone and no-one will take credit for doing it or work with us to take it off. I am unsure of whether to put in a complaint for all three companies. The resolution that I want is for this block to be lifted, and with the current information it seems like TracFone is the company that has to lift it.
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 03, 2024, regarding BBB case # ********.

Your complaint states your daughters phone was from TracFone and you purchased it in 2020, she unlocked it and used it with AT&T Company; however, your service was suspended because it did not meet the requirements for their wireless terms of service. Upon contacting AT&T, you were informed that your phone was blocked but they cannot remove it because it is registered with TracFone. However, TracFone cannot provide further assistance as it shows that it has not been blocked.

We spoke with you on September 4, 2024, by phone number ************ and provided us the device IMEI that youre having a concern with. Upon checking your IMEI ending in 6907, it shows that an unlocking request has been processed and approved on February 7, 2024, with ticket reference number **********. Thus, we will conduct further investigation into the matter to provide further assistance. A callback will be made as soon as we complete the account investigation.

As per further review, we confirmed that your phone is indeed unlocked already in our system. We spoke with you on September 6, 2024, and resend you the unlocking instructions through your e-mail address. A follow-up call was made on September 11 & 12 to confirm if you received the unlocking instruction,but we were unsuccessful. However, we received your email stating that you have already spoken with one of our representatives and will try to follow the instructions provided.

We appreciate your effort and time working with the matter. Please know that we are more than willing to assist you with your concerns.

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

Please refer to email reference number ******* Ticket Number 1304691766.

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: 09/16/2024

Complaint: 22232131

I am rejecting this response because: I spoke to a TracFone representative on September 11, who confirmed that the phone HAD been locked again by TracFone. They placed a new request to unlock the phone. The phone was successfully unlocked and AT&T was able to reinstate service in the following two days. HOWEVER, on Sept 16 AT&T once again cancelled service because in the intervening days since Sept 11 the phone had be RE-LOCKED, once again, by TracFone. It is now 2:15 pm on Sept 16 and after 2 hours on the phone with 3 TracFone representatives I still cannot get the phone to be unlocked again.
My plan is to call TracFone again and try once more to get them to unlock the phone (I am currently at work and can't do this). But this is TWICE that the phone has been RE-LOCKED after having been unlocked. This is unacceptable. I can't keep spending many hours on the phone with TracFone representatives, going in circles, every few days. If TracFone can't find a way to have the phone stop re-locking, I suggest that they either send me an unlocked iPhone that is NOT on their service, or compensate me for the fair market value of the phone, which is about $200 as far as I can tell.

Sincerely,

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

Your complaint states that your phone has been locked again by TracFone. This happened twice now, so you are requesting to get either a compensation or an unlocked iPhone, if this issue could not be resolved.

We reviewed your TracFone account; it has been inactive since 2/17/2023, after you requested to transfer your phone number to another service provider. A request to unlock the phone was processed on 2/2/2023, and was successfully unlocked on 2/7/2023, with reference number **********. We have confirmed that the phone is unlocked as of this writing.

We spoke with you 9/24/2024, via phone number ************, and as per conversation, we have informed you that the device is already unlocked in our end. We have also informed you that this issue has nothing to do with TracFone anymore since the device is now registered to a different provider. You then agreed and said you will try to contact and settle this down with your new service provider. You may also want to reach out to the manufacturer, **********, to verify if there is a restriction placed on the device.

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 1305786335.

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

Sincerely,

Executive *********************

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