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

3,476 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:09/02/2024
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.
Once again data has been deleted on my Tracfone account. On phone number ************, I had 7.49 GB available. I did not use the data, yet it has just disappeared. I was up to date on my service end date. Service end date was September 5 on September 1 when I added refill card, data on current plan was deleted. Data is supposed to carry over as long as service is still current, which it was. I expect Tracfone to reinstate my data since service was up to date and data is supposed to carry over as long as service is still active.
Business Response
Date: 09/19/2024
Dear ****** *****:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 3, 2024, regarding BBB case # ******** complaint.
Your complaint states that your mobile data balance was abruptly erased after you renewed your service instead of carrying it over to this plan cycle.
In reviewing your TracFone account, we determined that a technical issue caused the system not to be able to update your data balance properly after your refill date. 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 since updated your account and manually added the accurate data balance on September 18, 2024, with ticket reference number **********. We spoke with you by phone number ************, and you have confirmed that your balance is now updated.
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 ******* or ticket number 1305437691.
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: 09/20/2024
This problem has happened to me three times. Each time I inform you of a glitch in your system which has deleting data from my account. When is ********************** going to hire a system programmer to correct the problem? WHEN? Until then, them problem will continue and I will be filing more complaints. This will take more of my time and your customer service members time.
Customer Answer
Date: 09/20/2024

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:09/01/2024
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 called Trac Fone to add another phone to my account THEY WILL NOT ACCEPT ANY OF MY Bank cards even the one i paid for my phone with yesterday someone with my bank *********** was also on the phone in conference call and they still said it will not work even talking to my banker. I was on the phone from 8am to 10:45am. We could not talk to a tech or supervisor
Business Response
Date: 09/11/2024
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 1, 2024, regarding BBB case # ******** complaints.

Your complaint states that you would like to add another line to your account and pay the monthly payment with your credit card; however, your cards were not accepted, even though you previously used one of the cards to pay for the service the other day.

We reviewed your Tracfone Wireless account with IMEI ending in 1475; it is active with the service plan of $25.00 which includes unlimited minutes, unlimited text messages, and up to 3 GB of mobile data. Your account history shows that there are multiple attempts to purchase the $25 service plan which are unsuccessful, due to a systemic error. We apologized for any inconvenience this may have caused you.

We spoke with you on 09/02/2024 via phone number ************ regarding the status of the account and service concerns. We submitted an escalation to fix the error we encountered in your account, with reference service ticket number **********. We advised to call you back for any updates.

We spoke with you on 09/05/2024 via same phone number; we were able to register your credit card and enrolled you in the automatic refill.

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

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

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:08/30/2024
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.
I have no job or money SafeLink/TracFone sent me a phone in March ******* had worked fine until July 2024.i went on the TracFone website to buy a reconditioned phone but they required me to purchase another plan besides my free SafeLink phone, mins, text and data. But TracFone told me about the plan. I told them no but I'll borrow money to buy a new phone from TracFone which I did 08/05/2024.i received it 5 days later but only had it a week or 2 and it was acting really weird. So I went on the TracFone website and live chatted with a *** who troubleshooted and factory reset but it still was acting weird so he gave me a ticket# and sending a new phone 3-5 business days which never received. I went on TracFone again and live chatted with another *** who said there was no ticket# but said to check my spam for the tracking# 3-5 business days passed besides the first ***. I again went on TracFone which I was sent to several depts for over 2 hours which none of them knew what they were doing. I went on the ******** website and emailed ****************** who have 3-5xs daily keep telling me to call them which I've ***eatedly told them I don't have a phone to call them despite the numerous times I said I don't have a phone they keep telling me to call. I've included in all emails to TracFone/SafeLink/******* and now straight talk? My name, phone#, SafeLink enrollment#, ss#,pin#, address and all emails and live chats even including have a highest supervisor to read and contact me by my email. Despite all that information they tell me to call. On the 14th day without a phone I told them to ***lace the phone or refund the card and take my business elsewhere. Then 15th day I told them if they tell me to call again then I was ***orting them to better Business bureau. They sent more emails to call. They obviously are not reading my emails so I told them to refund the card and they have the worst customer service. Again more emails. I'm tired of playing games so I'm contacting you
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 August 31, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have issues with receiving the replacement for the phone you purchased which stopped working. In addition, you stated that you do not have any other phone to use, but were always advised to call.

We reviewed your SafeLink account; it is active and provisioned in our system. We found that you are enrolled in the Lifeline program with ******** since 4/23/2024, with monthly benefits of unlimited talk, text and 10 GB of data with 5 GB of hotspot. Our records indicate that a ticket to replace your phone with IMEI/serial number ending in 1168, was created on 8/15/2024, with reference number **********; however, the replacement phone was not shipped out immediately, because our warehouse has not confirmed the return of the defective phone. Please note that a replacement phone will be shipped out once we confirm receipt of the defective phone.

We have sent you email at *************** on 9/9/2024, regarding the aforementioned information, and we received your reply stating you would send the phone once you received the return label we have sent you. On 9/13/2024, you confirmed receipt of the return label;however, our warehouse has not confirmed the return of the defective phone.

Notwithstanding the status of the defective phone, we initiated the shipment of the replacement phone on 9/13/2024. *** tracking number 1ZY870930200361266 shows that the package would be delivered on 9/17/2024. You may reach out to us once you receive the replacement phone, to proceed with activating it with your phone number. You may also do it via My Account, or by sending UPGRADE to 611611.

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 1304975785.

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: 10/01/2024
I tried contacting *** to come pick the defective phone but they were asking for payment to ship. I've been trying to mail it without success. When it gets mailed back to SafeLink/TracFone I'll send an email. Alyxandria Weaver
Customer Answer
Date: 10/02/2024

Complaint: 22221843

I tried contacting *** to come pick the defective phone but they were asking for payment to ship. I've been trying to mail it without success. When it gets mailed back to SafeLink/TracFone I'll send an email.

Sincerely,

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

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 02, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you tried to contact *** to pick up your defective device,but they asked for a payment. You have been trying to send it but with no success.

We reviewed your SafeLink account; it is active and provisioned in our system. You are still enrolled in the Lifeline program since 4/23/2019. Account History shows that a phone exchange ticket was created with reference number **********; the defective phone was not returned yet to the warehouse. A physical return label, with reference ticket number ********** was created to help you in returning the phone back to the warehouse. Tracking number 1Z85W81F0278680419 shows that the return label has been delivered successfully on 9/12/2024.

We attempted to contact you via phone number ************ and email *************** on 10/3/2024, 10/4/2024,10/9/2024, and 10/10/2024, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply to our emails.

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 1304975785.

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: 10/16/2024

Complaint: 22221843

I am rejecting this response because: I need a phone.this should have been taken care of in august.if tracfone/safelink wont send me a new phone then as i repeatedly told them I want a refund and will purchase elsewhere

Sincerely,

********** ******
Customer Answer
Date: 10/17/2024
Untrue emailed 10/10/2024 mailed defective phone
Customer Answer
Date: 10/17/2024
Untrue emailed 10/10/2024 mailed defective phone
Business Response
Date: 10/24/2024
Dear ********** ******:

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

Your complaint states that your ******** phone stopped working so you wanted to buy one; however, the website required you to purchase a service plan together with the phone. You still bought the phone and used it; however, it began to have issues after 2 weeks. Customer support processed a ticket to replace the phone;however, you were always advised to wait 3-5 days when you inquired about the replacement phone.

Please be advised that some phones sold thru our website requires a purchase together with a service plan.

In regards to the status of the replacement phone, our records indicate that the delay was because the warehouse has not confirmed receipt of the defective phone. However, per replacement ticket # ********** which was created on 8/15/2024, a replacement phone was shipped on 9/13/2024, with *** tracking # 1ZY870930200361266. In addition, *** tracking shows that the package was delivered on 9/17/2024.

Your email responses indicated that you have already shipped the defective phone on 10/10/2024. However, our warehouse still has not confirmed the return of the defective phone. We need to escalate this matter to confirm the return; please provide the Return Tracking Number to help with the investigation.

Nonetheless,as stated previously, a replacement phone was already delivered on 9/17/2024 per service ticket # **********, and *** tracking # 1ZY870930200361266. Please confirm this information so we can proceed with the next step to resolve this matter.

We have sent you emails at *************** since you stated that you do not have a phone to use. We have yet to receive your response on our latest email on 10/24/2024.

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 1304975785.

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: 10/25/2024

Complaint: 22221843

I am rejecting this response because:

Sincerely,

********** ******
Initial Complaint
Date:08/30/2024
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 contacted Tracfone to have them disconnect my Father's cellular service. He is 80 years old and in a nursing home. He lost the phone over 12 months ago and cannot find it but Tracfone continues to bill his acct. When I contacted Tracfone to have them disconnect service, I was told he would have to do it in person or over the LOST phone? This doesn't make sense. If they look at his account, they will see there has been no usage at all. He was recently charged an enrollment fee and for the life of me, I cannot understand for what. His name is ****** ****** Former Address: ****************************************
Business Response
Date: 09/11/2024
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your father lost his phone and is still getting billed. You want the account deactivated but when you called TracFone, you were told that your father must do it or over the lost phone.

We spoke with you on 9/04/2024 via phone number ********** and it was mentioned that your father lost the device for almost a year and needs the account deactivated but you had challenges in doing the account authentication. In reviewing, the TracFone account is active and enrolled in Auto Pay. With Auto-Refill, new Service Plans will be automatically purchased and added to your Account each month on your Service End Date and your preferred payment method, such as credit or debit card will automatically incur a charge for the cost of the Service Plans you elect to purchase on a recurring basis.

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.

To cancel Auto Pay enrollment,deactivation of the account and to process refund, account was successfully authentication. We managed to refund you for the charges taken in April and July of 2024, each plan cost $41.38 and $41.09. The refund credit should be posted within 3-5 business days or up to 30 business days depending on your banking institution. To this date, the account is deactivated, and Auto Pay is successfully cancelled.

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

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

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/24/2024

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:08/30/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with tracfone for a few years with the number ********** and I have accumulated ***** rewards points before Tracfone deactivated my account because I didn't use this number for some time. When realized that my account is inactive. I tried to call them multiple times and eventually my phone number was activated again. But my ***** rewards points were disappeared from my account. So I called ********************** again for many times. In One of the call, I was given a reference number ********** and I was told somebody was reviewed and I would be contacted when the review is done. But I was never contacted. So I called again and this time an agent said the case was fully resolved and I would get my points in ***** hours. Now five days has passed and I still haven't received these points. I just don't want to keep calling and I hope BBB could help me with this issure.
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 30, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your TracFone account was deactivated due to non-usage and made you lose your ***** Loyalty Reward Points. Your account is now active, but you do not have your ***** rewards still.

In reviewing, the phone number ending in 4766 was previously associated to an old phone with IMEI number ending in 0916. This device was deactivated on 6/19/2024 due to non-usage. As we checked, we found no usage of service from June 2023 to August 2024.

TracFone Wireless Terms and Conditions states that, Notwithstanding your Service End Date, Tracfone reserves the right to deactivate any phone for which there is no voice, text or data usage for a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones.

The account was reactivated on 8/19/2024, with reference number 1303775141.Meanwhile, an escalation was filed on 8/26/2024, in regard to the removal of your reward points, reference number **********. However, the response to the escalation was that points are forfeited since the account was inactive for 60 days.

Rewards Program Terms and Conditions states that, All Points you have earned will expire if your Straight Talk Account is inactive for sixty (60) or more consecutive days. You may be eligible to keep your Points if you reactivate your Account within sixty (60) days following the expiration of your Points.

We attempted to contact you via phone number ********** and email ****************** on 9/04/2024, 9/05/2024, 9/06/2024, 9/09/2024 and 9/12/2024, but with no success. We have not heard from you and no email response was received.

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

Please refer to email reference number ******* or Ticket Number 1304686717.

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: 09/19/2024

Complaint: 22219071

I am rejecting this response because:
1. Tracfone didn't notify me that my phone number was deactivated thru phone message or emails, as shown in the attached phone log and email record. I found ou by logging into my tracfone app and saw the notification there.
2. The notification on the tracfone app showed the deactivation date was 06/21 and not 06/19 in their response. From 06/21 date, my reactivation of 08/19 is still within 60 days and my rewards points shouldn't be removed.
3. I contacted tracfone several times before 08/19 by online chat and phone to reactivate my phone but couldn't reactivate because the agents asked me to purchase air card. But from the notification in my tracphone app as attached, which clearly said I don't have to buy if I still have service days. My service days are up to October this year. But I had to contact them six time until they reactivate my phone.
4. On the call of August 26, I was assured by the agent the case was fully resolved and I would get my points back in ***** hours. Could Tracfone show the record to BBB to confirm whether it was true or the agent was lying to me?
5. From my emails and phone records attached I don't see Tracfone was trying contact me in September after BBB complaint. If Tracfone has made up their minds not refunding me, why they tried contacting me? what is irony is that they left a phone number asking me to call them again. The reason I filed a complaint to BBB is that I already spent tons of time on reactivating my phone and trying to get my points back and I don't want to waste more time on phone calls that wouldn't help me to resolve the issue or promise me so but never actually do.

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 19, 2024, regarding BBB Case number ******** complaint.

Your complaint states that TracFone did not notify you regarding the deactivation of your number via SMS or email instead you found out by logging into My Account app, and it says 6/21/2024 and not 6/19/2024. In addition, you tried calling customer service to reactivate your service before 8/19/2024 but were told that you need to purchase a plan. Moreover, you were told that you will get your points back on 8/26/2024 and so you see no reason for TracFone to contact you if they are not refunding your Loyalty Rewards points.

We do apologize for the inconvenience this concern may have caused you. Based on the screenshot you provided, you were made aware that you have not used the service since 12/16/2023. Terms and Conditions specifically stated that without any usage for six consecutive months your service will be deactivated, and the system did that on 6/19/2024. If your Service is deactivated, your Service can be reactivated by purchasing and adding an Airtime Card. We tried to dispute your reward points on 8/19/2024 and 8/26/2024, to possibly put it back to your account, but the escalation was denied; points are forfeited since the account was inactive for 60 days.

We tried to reach out to you via phone ********** and email ****************** to provide feedback on this matter but with no success until we spoke with you on 9/24/2024 via phone number ********** wherein you stated that you are already aware that the reward points are no longer retrievable and request to stop calling you.

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

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

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:08/29/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought 5 GB of Data 6/27/2024. It was to be added to my current data 8/26/2024. It showed up for several hours before it disappeared. The Order ID is: ******************. I have contacted Tracfone several times in the last several days to no avail. I use about 5 GB of data a year. I paid $ ***** for an Unlimited *********** and 5 GB of data. On August 26, 2024, I checked the Data on my phone. It showed 8.6 GB of data. Several hours later I only had 3.8 GB of data. Within several hours I lost 4.8 GB of data. I would like to have what I paid for Replaced!!!
Business Response
Date: 09/10/2024
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 30, 2024, regarding BBB case #******** complaint.

Your complaint states that the 5GB of data that you added on June 27, 2024, was removed from your account an hour after it was added. You were supposed to have 8.6 GB of data, but it was changed to 3.8 GB. Upon contacting customer service, you received no assistance in resolving the matter.

In reviewing your TracFone account, we determined that there was a technical issue with our system causing us to provide accurate balance from the service plan you added on June 27, 2024. We appreciate your feedback regarding your negative customer service experience, and we would like to apologize for any inconvenience you may have experienced with the issue. We value customersfeedback to support future improvements and will do our best to prevent similar issues from occurring in the future.

To address the issue with your data balance, we have manually updated your account with ticket reference number **********. Your account data balance should now show your total accumulated paid data service.

We spoke with you on September 3, 2024, by phone number ************; we discussed the findings in your account, and you mentioned that your balance has been reinstated and no additional assistance was required.

If you 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 ******* or Ticket Number 1304399278.

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: 09/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:08/29/2024
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.
8/26/24 $27.09 i ASSUME THIS IS CONCERNING ************. This phone was used by my mother ***** *****, who is died in June 2024.I called in June 2024 to discontinue service and close this account.
Business Response
Date: 09/10/2024
Dear ****** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2024, regarding BBB case # ********.

Your complaint states that you have been charged again for your mothers account that is supposed to be cancelled since June 2024.

We checked the account with the phone number you provided, but we were unable to find a recent payment or charge for August. The phone number ending in 5253 has been deactivated since July 3, 2024.

We spoke with you on August 30, 2024, by phone number ************ and after further review with the information you have provided, it shows that the charged were taken to a different account. However, we were unable to provide further assistance due to account authentication. 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. A further investigation is needed prior to taking any action.

After thorough review of the case, we recommend contacting your bank institution for proper assistance. You may request a chargeback and update your card to avoid future unauthorized charges. Once your chargeback is processed, the handset that received the minutes or service days from this fraudulent transaction will be deactivated and your credit card will no longer be accepted for future purchases by any of our brands.

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 1304413320.

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:08/29/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Let me first be clear that I have been a TracFone Customer for many years and I am happy with my service. However, I do have just two "complaints" regarding Tracfone's website and the account I have for this site.First, whenever I log into my Tracfone Account on the ********************** website, I simply use my phone number and password, nothing else. A few weeks ago, I was required to enter a code sent to my email to finish logging in, as a form of Two-Factor Authentication (2FA). However, in recent weeks when logging in to my account I have not been asked for an email code. This lack of 2FA is concerning because of how vulnerable an account is without it.Second, when I was asked to login with an email code, as I mentioned before, I saw that Tracfone had stated a feature called Line Lock, which stops someone, me included from, hopefully, stealing my phone number. I was very happy to see this feature. However, the lack of 2FA to access the account also caused me concern for the Line Lock feature, as it can be toggled on/off with no verification. When changing a password or PIN for **********************, Im required to enter a PIN from a text message to even attempt to make this change and need to enter my old password to finalize these changes. It concerns me that Line Lock can be on/off without a similar security measure. Aside from this I am very happy with my Tracfone service and except to be a customer for the foreseeable future.
Business Response
Date: 09/10/2024
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29, 2024, regarding BBB case number ******** complaint.

Your complaint states that you have concerns with the removal of the two-factor authentication in logging in to your My Account that may affect the security of the account and your number.

In reviewing, your Tracfone account;it is active. The account is well secured, and Line Lock feature is on. We do apologize for the inconvenience the new changes may have caused you. Rest assured we are constantly making changes to make sure our customers account remains to be safe and well protected. Meanwhile, in regard to the Line Lockfeature, you will receive alerts when Line Lock is turned on and off and will even receive a reminder if you disable the Line Lock and do not re-enable it after 24 hours. In addition, if you disable the Line Lock, there is a 30-minute cooling off period, during which SIM changes and port outs will remain blocked.In the event of fraud, this provides you the opportunity to contact customer care and secure your account.

We attempted to reach you multiple times via phone at ************ and email ****************** on 8/30/2024, 9/01/2024,9/02/2024, 9/03/2024 and 9/06/2024; however, we were not able to reach you, and we have not received any email response.

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

Please refer to email reference number ******* or Ticket Number 1304394899.

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: 09/18/2024

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. Due to personal reasons, I was unable to respond to the attempts to contact me by phone and email.

Sincerely,

*******************************
Initial Complaint
Date:08/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone live chat had me pay for a new plan and enroll in auto pay, before then telling me that I can't use the phone I had with the new plan. I asked to cancel the plan and cancel the enrollment in autopay and they refused. They then transferred me to another deparment who spent over 30 sending me the same message every 5-10 minutes that said "I am sorry but I have exceeded the maximum active chat. No worries, I will transfer you over to another agent to further ensure the other possibilities in providing you the best resolution for your concerns. Let me now go ahead and have this conversation return to queue. Thank you so much for your patience and understanding."
Customer Answer
Date: 08/27/2024
Hello, I want to add that I received 3 missed calls and voicemails in the spam of 3 minutes today. The voicemails were very sketchy sounding and I am now too concerned to call back. The first voicemail Hello this is ******** calling from the Better Business Bureau we have been trying to get in touch with you and need too.. and trails off. Which is odd considering its the first call Ive received. The second voicemail, she identifies herself as calling from Tracfone wireless. At this point, I would just like this fraudulent company to completely erase all of my data.
Business Response
Date: 09/06/2024
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2024, regarding BBB case number 22200448.

Your complaint states that TracFone had you pay for a new plan and enrolled in Auto Pay before telling you that you cannot use your phone. You requested the new plan and Auto Pay be cancelled but it was refused.

In reviewing, a TracFone account was pulled up using your email address,*******************, with phone number ending in 3244. The record shows that you made a payment on 8/26/2024, it was for a $20 unlimited talk, text, 1GB data / 30 access days, amounting to $22.57. In an in-depth review, the record shows that the account is active in the system but not in the network causing you not to have a working phone. Meanwhile, the Auto Pay set up on the account was cancelled on 8/26/2024.

We attempted to contact you via phone number ********** and email ******************* on 8/27/2024, 8/29/2024, 8/30/2024, 9/01/2024 and 9/05/2024, but with no success. We have not heard from you and no email response was received. Anyhow,to resolve the issue, updates were made on your account. Please turn the phone off and on and try the service.

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 22200448.

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: 09/17/2024

Better Business Bureau:

Im only closing this because I disputed the charge and the bank refunded me.
I provided the bank with the voicemail from Tracfone, where they fraudulently claimed they were calling from the BBB, before going silent and disconnecting the call, along with the second voicemail I received from them where the same person identified herself as calling from Tracfone. The calls came off very sketchy and unprofessional. I called back once, where the person I spoke with tried to keep me on hold until I gave up and hung up

& even now in the response, Tracfone is trying to tell me to turn off and turn back on a phone that Ive already told them several times is broken and was thrown out.
Tracfone has no intention of resolving this and is instead just attempting to take up more of my time until I give up.

Sincerely,

*****************
Initial Complaint
Date:08/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to be able to send & receive text messages away from my router @ home. This has been going on since I tried to change service provider about 2-weeks ago. When I "chat" with Tracfone agents we just go round & round. After I do as instructed, they have me test to see if I can send a text message. I'm @ my desk top computer very near my router so of course I can. When I explain once again I will need to leave home for a real test, they say ok & to get back to them. When I do, after failed text message attempt, we just start all over. I've been a Tracfone customer for years so I'm NOT new to them. I have not changed service provider. I actually did for a few days with same ph.#************ but got same problem so I cancelled with them. The last contact I had with Tracfone was with Corp. but on my land phone. I have a hearing disability so that was extremely hard to do. My hard of hearing phone with a screen did help seeing what she had to say. Basically it was just a repeat what the other agents had me do like turning iphone off & back on & turning **************** off & on which did not solve the problem. I do have an account # but not finding but above ph.# should help them ID me. AS far as amount of money I've been business with them for years if you want a total. The lost charge was $1.36 for a new SIM card.
Customer Answer
Date: 08/30/2024
Tracfone has contacted me. I will have to get a new iphone which is on back order so as far as I'm concerned, case closed. Thank you for your help, grateful *********;

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