Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  TracFone Wireless, Inc.

  1981 Dallavo Dr Commerce Township, MI 48390-1683

• 

  TracFone Wireless, Inc.

  501 Airtech Pkwy Plainfield, IN 46168-7408

• 

  TracFone Wireless, Inc.

  1 Southland Mall Dr. Hayward, CA 94545

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:08/25/2024

  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.

  In September 2023 we bought a new TracFone and wanted to transfer the same phone number and all his remaining minutes to the new phone we did not want a new account. So I called ********************** to get the new phone activated and I spent hours upon hours on the phone with first one then another person trying to trouble shoot. This was all very hard to do because I never spoke with an American everyone that I spoke with had a heavy foreign accent. One evening I spoke with **** for quite a long time and he kept repeating that he cannot use the same email for a new account but he could not explain why we had a new account when we did not ask for a new account. Another night (9-19-23) I asked ****** if there was an email on this account and the line went dead. I called back and ****** gave me a ticket # to add email to the account. I called back on 9-22-23 and spoke with 5 different people before I got cut off again. So I called back and ****** created a new ticket and told me someone would call me the next day, no one called. 9-25-23 I called and spoke to ****** (id#******* who transferred me to manager Dence in corporate office when I asked for his id# I got cut off. Through the entire time no one could explain why we had a new account they just kept repeating that we would need a new email address for the new account. I finally got tired of fighting on the phone with them every evening. I'm not sure how we finally got the phone where he could use it but we did. Then 8-23-24 he tried to check on his minutes while at the hospital while I was having surgery and the phone locked him out of the my TracFone app so I called again on8-24-24 and was told again that we need a new email address to properly access this account. We do not want to open a new email just to use his phone he currently has over 1000 minutes of talk on the phone that he will loose if we get a new phone and phones are not cheap these days. We want TracFone to give us money for a new phone and the minutes.

  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 August 25, 2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that in 2023 it took a long time for you to transfer your number and minutes to a new device you had. During the process you were even informed that you cannot use the same email. On 8/23/2024, you tried to check your balance, but you cannot access My Account app. Upon calling customer service you were told the need to have a new email. You want TracFone to give you money to get a new phone and the minutes.
  
  We spoke with you on 9/08/2024 via phone number ********** and stated that you are still unable to access My Account. You provided the information of your account with phone number ending in 7185 and IMEI number ending in 7524; it was found that your email address ********************** was associated to a dummy account. We do apologize for the inconvenience this concern may have caused you.With this, after authentication, email address was removed from the dummy account and successfully added it to yours; we had to wait for the system to complete the update, so we agreed to a callback. Meanwhile, based on our records, a redemption and balance inquiry was made on 9/09/2024 via app. A follow-up call was made on 9/12/2024 via phone number ********** but we were unable to reach you. The emails sent to ********************** has not received any response as well. To this date, the TracFone account; it is active and the usage report indicates that service is being used.
  
  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 1304629338. 
  
  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:08/24/2024

  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.

  A SafeLink wireless plan was put on my tracfone plan causing me to lose all the service airtime that was on the Tracfone account of over ****** minutes and over ****** SMS and 285mbs of data and service end date of 7/25 Which is 11 months of service time from a 1 year service card purchased from HSN home shopping network to carry over my service plan and extend and continue and keep my service in working order and now after almost 2 weeks of calling tracfone customer support talking to over 20 different people and being told by 3 different supervisor that the airtime would be recovered in ***** three different time and still hasn't been put back on my account For imei *************** For ICCID ******************** In which the service plan was moved to my iPhone 15 ProMax After paying for the service airtime for pass 5 years no can truly help me recover all the of the service airtime In the photo below is the only photo I could find with proof of the service airtime Now to recap am missing over ****** in minutes over ****** in sms and about 285Mbs of data and 11 months of service time end date 7/25 new service end date will be 9/25 once this matter is complete and corrected due to having to add more service time to the account to keep the service in working order

  Customer Answer

  Date: 08/27/2024

  Apartment number is wrong its h13 not h23 and you can add ********** and ********** the last number is the tracfone number in question 
  
  
  Thank you for you time in the matter 
  
  
  *********************************

  Customer Answer

  Date: 09/03/2024

  They called me when I was sleeping and left  a voicemail and then emailed me 1 time as seen in the photo and still waiting for a call back from that person the sad part is they know the problem and can easily fix it after I give them all the information they needed to recover my lost service time and airtime 

  Customer Answer

  Date: 09/04/2024

  Today is September-4-24 and received the call back from Tracfone and after saying the problem again and given that person the imei of my current phones and being placed on hold for about 5-7 time and having that person say the department thats handles the information is not picking up his call

  and than I asked do you need the Previous phone imei and SIM card number he than said no I see it here which I said if you see that information you should see the missing information of the lost service time of 11 months and the missing airtime which he  said I need to do more Investigating at that point he than said I have to call you back when I get the information

  that was ********************************************************* photo of 8:45 am Hawaii time and now its 1:58 pm Hawaii time and still no call back 5 later nothing

  how long will it take to see when the airtime package that fail off and the total of the airtime the day the mistake was made and see that information of day the Safelink plan was added and the Tracfone service plan airtime and service that was removed and replaced by a Safelink plan in error . This is and never was a Safelink account and only ever was and is a tracfone account 

   now lets see how long do I have to wait for them to find this missing information 

  call back number is ***************** 

  I Will follow up every time they contact me in anyway with a photo and response to that interaction 

  thank you for your time and patience 

  ******************************;

   

  Customer Answer

  Date: 09/05/2024

  Today is sep 5 at 5:20 pm Hawaii time

  no call back or email or issue resolved

  photo shows last phone call and  proof airtime and service time not recovered 

  I was  told over the phone on sep 4 they need more time to investigate now its pass 33 hours and nothing 

  i will post a follow up like this everyday to this issue is resolved 

  thank You for your time patience and understanding in this matter of holding Tracfone accountable for theres actions 

  Customer Answer

  Date: 09/05/2024

  Today is sep 5 at 5:20 pm Hawaii time

  no call back or email or issue resolved

  photo shows last phone call and  proof airtime and service time not recovered 

  I was  told over the phone on sep 4 they need more time to investigate now its pass 33 hours and nothing 

  i will post a follow up like this everyday to this issue is resolved 

  thank You for your time patience and understanding in this matter of holding Tracfone accountable for theres actions 

  Customer Answer

  Date: 09/06/2024

  Today is September-****** and its now going over 48 hours from the last call on September-****** as of 8:45am Hawaii time as seen in the photo of the last call only getting information and was last told he need to investigate and call me back which now pass over *********************************************************** the photo 

  thank you for your time and patience in this matter of keeping Tracfone accountable for their actions 

  Customer Answer

  Date: 09/07/2024

  Today is September-****** and I was called at 10:05 am Hawaii time after giving them imei and iccid from the previous phone they finally found the service time and missing airtime and that only ****** minutes and ****** sms can be added at a time so its not fully recovered and have to wait every 7 days to add the other ****** of minutes and ****** sms so this is going to take up to 3-4 weeks to complete the full recovery process 

  please keep this open to the full recovery is done 

  thank you for your time and patience in this matter 

  ******************************;

  Customer Answer

  Date: 09/11/2024

  Today is September 11 yesterday tracfone called me to add the next ****** minutes and ****** sms and the next units of ****** and ****** sms will add in the next 1 to 2 weeks so this matter is still open until all the airtime is recovered 

  thank You for your time and patience and understanding in this matter 

  ******************************;

  Customer Answer

  Date: 09/11/2024

  Today is September 11 yesterday tracfone called me to add the next ****** minutes and ****** sms and the next units of ****** and ****** sms will add in the next 1 to 2 weeks so this matter is still open until all the airtime is recovered 

  thank You for your time and patience and understanding in this matter 

  ******************************;

  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 24, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are missing over ****** minutes, over ****** in SMS and about 285MB of data and 11 months of service.
  
  In reviewing, multiple phone upgrades were done on the account with reference numbers ********** done on 7/31/2024, ********** on 8/07/2024, ********** on 8/07/2024 and ********** on 8/09/2024. In addition, the TracFone account was mixed up with a Lifeline enrollment created on 8/04/2024 which you also cancelled on 8/16/2024, because you are not satisfied with the service. With these changes, the system was unable to keep the balance in check. We do apologize for the inconvenience this concern may have caused you.
  
  We spoke with you via phone number ********** on 9/04/2024, 9/07/2024 and 9/10/2024 and talked about the missing minutes; with the aid of our investigating team, we obtained the approval to update your account with the missing minutes. We worked on the updates with reference numbers **********, ********** and **********. Moreover, you mentioned that it would be best not to contact you for the remaining missing balance to be added.
  
  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 1304628662. 
  
  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: 09/12/2024

  As of Sep 10 as seen in the photo of the last call back from tracfone and there will be 2 more calls from tracfone to add the airtime in ****** untils at a time so there is ****** minutes and ****** sms that still has to be added for the full recovery of the airtime in question 

   

  thank You for your time and patience to all the airtime is recovered this matter is still open 

  ******************************;

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22189892
  
  

  As of Sep 10 as seen in the photo of the last call back from tracfone and there will be 2 more calls from tracfone to add the airtime in ****** untils at a time so there is ****** minutes and ****** sms that still has to be added for the full recovery of the airtime in question 

   

  thank You for your time and patience to all the airtime is recovered this matter is still open 

  
  

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

  Customer Answer

  Date: 09/17/2024

  This is September 17 and this is last call from tracfone the account is fixed with the airtime and service time add as seen in the photo 

  ref # *** 545 6650 from tracfone 

  So as of September 17 2024 you can consider this matter closed 

  thank You for your patience and understanding in this without your help I feel this would had never been resolved 

  thank You 

  ******************************;

  Customer Answer

  Date: 09/18/2024

  This is September 17 and this is last call from tracfone the account is fixed with the airtime and service time add as seen in the photo 

  ref # *** 545 6650 from tracfone 

  So as of September 17 2024 you can consider this matter closed 

  thank You for your patience and understanding in this without your help I feel this would had never been resolved 

  thank You 

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

  Customer Answer

  Date: 09/25/2024

  Here we go again tracfone is a major problem now some how the account got deactivated I didnt do this or cancel this plan after 3 weeks of recovering the lost service airtime and service airtime now it all gone 

  as seen in the photos 

  this crazy 

  please call me at ************

  this ******** Ferreira 

  Customer Answer

  Date: 09/30/2024

  Today is September 30 2024 time is 5:00 am Hawaii time 

  As seen in the 4 photos  tracfone had done nothing to fix this

  I even emailed the person from there office that recovered the account from the first initial complaint that email was sent on September 25 2024 at 5:22 am with photos showing that the account is inactive and it need to be reactivated and recovered again . As seen in the photo 

  As seen in the photo the line was deactivated on September 24 2024 seven day after the account was fully restored and service time was recovered as I can still login to the account and see the transaction history 

  now its going on over 5 days and my girlfriend lines is still not fixed 

  no response from the Tracfone corporate office In this matter at all 

  this is crazy and I am thankfully for your time and patience in this matter that Tracfone should be held accountable for the actions and poor customer service 

   

  Customer Answer

  Date: 10/03/2024

  Today is October 3 2024 I was called by Tracfone office on October 2 2024 at 11:48am Hawaii time (as seem in the photo) to fix the  account and reactivate the phone number ************ after being on the phone call for 15 minutes the person said she would have to call be tomorrow on October 3 to fix the problem 

  And now its 5:23pm October 3 2024 and she didnt call back as promised at all no update nothing 

   

  Customer Answer

  Date: 10/03/2024

  Today is October 3 2024 I was called by Tracfone office on October 2 2024 at 11:48am Hawaii time (as seem in the photo) to fix the  account and reactivate the phone number ************ after being on the phone call for 15 minutes the person said she would have to call be tomorrow on October 3 to fix the problem 

  And now its 5:23pm October 3 2024 and she didnt call back as promised at all no update nothing 

   

  Customer Answer

  Date: 10/03/2024

  Today is October 3 2024 I was called by Tracfone office on October 2 2024 at 11:48am Hawaii time (as seem in the photo) to fix the  account and reactivate the phone number ************ after being on the phone call for 15 minutes the person said she would have to call be tomorrow on October 3 to fix the problem 

  And now its 5:23pm October 3 2024 and she didnt call back as promised at all no update nothing 

   

  Customer Answer

  Date: 10/05/2024

  Today is October 4 2024 and Tracfone hasnt fixed the problem as seen in the photos and was told she would call me the next day which is October 3 ************************************************************************************************************************************** working order 

  thank you for your time and patience in keeping tracfone Accountable for there actions 

  ******** Ferreira 

  Customer Answer

  Date: 10/05/2024

  Today is October 4 2024 and Tracfone hasnt fixed the problem as seen in the photos and was told she would call me the next day which is October 3 ************************************************************************************************************************************** working order 

  thank you for your time and patience in keeping tracfone Accountable for there actions 

  ******** Ferreira 

  Customer Answer

  Date: 10/05/2024

  Today is October 4 2024 and Tracfone hasnt fixed the problem as seen in the photos and was told she would call me the next day which is October 3 ************************************************************************************************************************************** working order 

  thank you for your time and patience in keeping tracfone Accountable for there actions 

  ******** Ferreira 

  Customer Answer

  Date: 10/08/2024

  Today is October 8 2024 and now its going on 14 days with no service for the phone line ************ I was called on October 2 2024 and was told they would have to call me back the next day on the October 3 2024 not its 10/8/24 and nothing no call no email nothing to resolve this issue and am still waiting as seen in the photo the service is still inactive since 9/24/24 

  thank you for time and patience in this matter 

  ******** Ferreira 

  Customer Answer

  Date: 10/08/2024

  Today is October 8 2024 and now its going on 14 days with no service for the phone line ************ I was called on October 2 2024 and was told they would have to call me back the next day on the October 3 2024 not its 10/8/24 and nothing no call no email nothing to resolve this issue and am still waiting as seen in the photo the service is still inactive since 9/24/24 

  thank you for time and patience in this matter 

  ******** Ferreira 

  Customer Answer

  Date: 10/08/2024

  Today is October 8 2024 and now its going on 14 days with no service for the phone line ************ I was called on October 2 2024 and was told they would have to call me back the next day on the October 3 2024 not its 10/8/24 and nothing no call no email nothing to resolve this issue and am still waiting as seen in the photo the service is still inactive since 9/24/24 

  thank you for time and patience in this matter 

  ******** Ferreira 

  Customer Answer

  Date: 10/08/2024

  Today is October 8 2024 and now its going on 14 days with no service for the phone line ************ I was called on October 2 2024 and was told they would have to call me back the next day on the October 3 2024 not its 10/8/24 and nothing no call no email nothing to resolve this issue and am still waiting as seen in the photo the service is still inactive since 9/24/24 

  thank you for time and patience in this matter 

  ******** Ferreira 

  Customer Answer

  Date: 10/08/2024

  Today is October 8 2024 and now its going on 14 days with no service for the phone line ************ I was called on October 2 2024 and was told they would have to call me back the next day on the October 3 2024 not its 10/8/24 and nothing no call no email nothing to resolve this issue and am still waiting as seen in the photo the service is still inactive since 9/24/24 

  thank you for time and patience in this matter 

  ******** Ferreira 

  Business Response

  Date: 10/15/2024

  Dear ******** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 25, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your account got deactivated without your consent, after 3 weeks of recovering your lost airtime balance.
  
  We reviewed your account; it was deactivated on 9/24/2024. An in-depth review shows that the deactivation was due to a systemic issue; the system detected the cancelled Lifeline enrollment and automatically deactivated the registered phone number.
  
  We spoke with you via phone number ************ on 10/2/2024, to discuss the status of your account and service concerns. We attempted to reactivate your phone with phone number ending in 8355; however, we encountered an error, and needed to escalate the issue to reactivate the service. On 10/9/2024, we were able to reactivate your phone with the remaining balance.
  
  We spoke with you via same contact number on 10/19/2024; you mentioned that your phone is already working, and wanted to transfer the phone number and balance to a new phone. We initially encountered an error, but eventually, we were able to activate the new phone with your number and remaining balance. We spoke again on 10/11/2024, and you confirmed that the phone is working; however, you are unable to login to your account.
  
  An in-depth review shows that the email associated in the account was removed while processing the transfer of your phone number, due to the systemic error.We apologize for any inconvenience this may have caused you. We attempted to contact you via same contact number and email ************************* on 10/15/2024, to discuss the aforementioned findings; however, we were unable to reach you and have yet received our reply to our email. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1304628662.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 10/16/2024

  I am still working with Tracfone to fix Access to  the App (Tracfone my Account) is broken and cant access the account online with the App or at ****************************** 
  
  and Yes I missed there call am a disable person and was having a bad day that day 
  

  online access is still not working as seen in the photo provided

  copy dont know if the first one was sent 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22189892
  
  

  I am still working with Tracfone to fix Access to  the App (Tracfone my Account) is broken and cant access the account online with the App or at ****************************** 
  
  and Yes I missed there call am a disable person and was having a bad day that day 
  

  online access is still not working as seen in the photo provided

  copy dont know if the first one was sent
  

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

  Business Response

  Date: 10/21/2024

  Dear ******** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 16, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issue accessing your TracFone My Account online thru the App nor the website.
  
  We reviewed your TracFone account; it is active and provisioned in our system. Our records show that you requested to transfer your phone number ending in 8355 to another phone on 10/9/2024; however, the process failed due to a systemic error. Nonetheless, the new phone was activated with your phone number by generating a new account. With this, you must sign up for the My Account on the new account with the new email you used.
  
  We called and spoke with you on October 18, 2024 via phone number ************.You confirmed that you are able to access your TracFone My Account online/App;however, you requested to transfer the rewards points to the new account.Rewards points could not be transferred to another account. We advised to assign the activated phone to your old account; however, you refused to use the old account with the old email. With this, you asked for a compensation due to your lost accumulated points, and as courtesy, we extended one more month of your phone service, and you agreed.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:08/23/2024

  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.

  Date of transaction: August 2, 2024 Amount of money paid: No money was paid directly to the business; I purchased the phone on HSN.com.Commitment: Tracfone committed to giving me 2 times the minutes I pay for forever and free service for one year.Dispute: My dispute is not receiving service and not being given a transfer pin so that I can go elsewhere.Resolution: The business has NOT tried to resolve the problem. The people I have spoken with refused to give me a corporate address or phone number so that I could contact them.

  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 23, 2024, regarding BBB case number ******** complaint.
  
  
  Your complaint states that you purchased a phone which has a promo that will double the minutes added and a free year of service; however, you never got the service or the phone did not work. In addition, when you decided to switch back to your old provider, you were unable to do so since you could not get the transfer PIN.
  
  ********************** customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  In reviewing your husbands account, it is active with the IMEI/ESN ending in 2540. Our records indicate that you requested to get the Number Transfer PIN (NTP) on 8/23/2024, which is needed to complete a request to port the number out; however, it was denied due to failure to authenticate the account. With this, it would be best to speak with you regarding this matter.
  
  We spoke with you via phone number ************ on 08/27/2024 to process your request to get the **** but we were not able to authenticate the account. Thus,we informed you that we would be escalating the case in order for us to update all of the security information and to attempt to send you the NTP.
  
  We received a positive response in the escalation, and we spoke with you via phone number ************ on 09/04/2024, and we were able to update your security information. We confirmed that the *** was sent via email on 9/5/2024,and we contacted you the same day. You confirmed receipt of the *** and mentioned that you would port the number out in the next days. As of this writing,we can confirm that your number is still active with TracFone Wireless. Please be aware that NTP code must be used promptly, as it will expire after 7 days.
  
  For more 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 1304230336.
  
  Based upon the foregoing, we will close this case unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:08/23/2024

  Type:Billing 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 8/23 *** at Tracfone indicated she would call me back, but never did. I told her if I didn't hear back; I'd have to file a formal complaint, since my service will expire on 8/24 at midnight (unless this issue is fixed).Per my discussions with Tracfone on 6/25 with *******, on 7/23 with *******, & on 8/23 with ***; who have indicated that I can't auto-enroll, due to an error on Tracfone's end. On 7/23 ******* submitted an escalation ticket (ref. # **********) & indicated this would be resolved w/in 24 hours no later than 7/24. On 7/23 I also called my bank to ensure the **** wasn't declined on their end. The bank confirmed there's no issue with my **** from the bank. On 8/23 *** submitted another escalation ticket (ref. # **********) after she made several attempts to sign up for 1 month or auto-enroll; & neither one worked. I provided the credit card # details to ***. Thus; the issue at Tracfone still hasn't been resolved as I was previously told w/in 24 hours. Yet; I just received an email (below) indicating that *** successfully did sign my **** up for auto enroll & my card will now be charged. Also, see charged amount (below).Please resolve this issue ASAP & let me know the status ASAP, before my service expires.

  Business Response

  Date: 09/04/2024

  Dear *********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you have been trying to enroll in the Auto-Refill program since June; however, you have been unable to do it due to a system error encountered. Escalations were submitted by the customer care representatives and you even contacted your bank to confirm that your card was not declined; however, the issue was still unresolved.
  
  We reviewed your TracFone account;it is active and provisioned in our system. Your Account History indicates that an escalation was submitted to resolve the issue you are having with the Auto-Refill Program enrollment on 8/23/2024, with reference Service Ticket # **********.We apologize for any inconvenience this may have caused you, and we have already updated your account. As per ticket notes, you were contacted on 8/28/2024, and was able to setup the Auto-Refill successfully. We have confirmed that your account is enrolled in the Auto-Refill program with the TracFone $15 service plan.
  
  We spoke with you via phone at ************ on 08/28/2024, and discussed the status of the escalation. The account was also charged with a service plan on the same day due to this process, when you already paid the service plan for this month. Therefore, we issued a refund for this payment, amounting $18.07. Refunds will take 3-5 business days after processing; however, it may take up to **************************************************************** your financial institution.
  
  If you still require assistance, you can contact an agent at ************************. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* Ticket Number 1304167558. 
  
  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: 09/06/2024

   
  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:08/23/2024

  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 complain about Tracfone's failure to unlock my phone device, which prevents me from using mobile service with other carriers.My phone (Model# XT2415V, IMEI:352027981939439) has met the criteria for unlocking based on TracFone (TF) Unlocking Policy as confirmed by text message as well as their ************** *************) and TFWUnlock Portal (tfwunlockpolicy.com) (see attachments). This device is supposed to auto-unlock as soon as eligible. However, my phone is still locked more than 2 days after eligible. I called TF **************, TF customer service and corporation office multiple times for help. But they offered little help and refused to issue a technical ticket to investigate and solve this issue. It is TF that controls the lock/unlock of device and thus has solely responsibility to unlock the device for their customers. This is not an isolated case and many TF customers experience same unlocking issue with this phone. Furthermore, based on the settlement negotiations between the *** and TF, "TracPhone provides only phones that are capable of being unlocked by its consumers" (see attachment).I request that TF investigates and solves the unlocking tissue, or issue a full refund of purchase price to meet customers' satisfaction as their company's goal.

  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 23, 2024, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you were unable to use your mobile service with other carriers since TracFone failed to unlock your phone.You have confirmed that you have met the criteria for the device unlocking as stated in the Terms &condition. It was also confirmed by text, unlocking portal, and by the ******************** your eligibility but it remains locked for 2 days. No proper assistance from customer service to resolve the issue. 
  
  In our review, we have confirmed that your device indeed met all the requirements to be unlocked. We tried to complete the unlocking request in our system, but it appears that your device remains locked. Upon further checking, we have found out that your device is one of the impacted models for ******** unlocking issue. Please know that we are aware of the ongoing issue with ******** device unlocking and we are doing our best to fix it as soon as possible. 
  
  We spoke with you on September 2, 2024, by phone number ************ and provided you with the information regarding the issue. We agreed to a callback as soon as the request is being processed completely. 
  
  We have been checking your case since the escalation day and we are pleased to receive an email from you on September 7, 2024, telling us your phone has been unlocked. 
  
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  If you should still require assistance, he 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 Resolution Department 
  
  

  Customer Answer

  Date: 09/12/2024

   
  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:08/23/2024

  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.

  My son was referred to join Tracfone wireless and their rewards program by my daughter, an existing Tracfone wireless customer *************). On April 18, 2024, my son activated a new Tracfone wireless account *************) and enrolled in the rewards program using my daughter's referral code (QYPD-C21B). On both accounts, the rewards account activity shows that they earned the referral bonus (***** points for ************ for "Referred a Friend" and ***** points for ************ for "Referred by a Friend), HOWEVER, the points did not ever get added to their rewards balances. On July 19, 2024, I reached out to Tracfone customer service to get the point balances updated for both reward accounts (ticket #***********. The representative told me that the point balances would be updated in 24 hours. It was not, and as of August 23rd, the referral points have not been added to either account. I have spoken to Tracfone numerous times and the ticket has been escalated multple times but this issue is still not resolved. I would like the Refer a Friend rewards points to be added to both accounts - ***** points for ************ and ***** points for ************.Thank you.

  Business Response

  Date: 09/05/2024

  Dear *****************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that your daughter referred your son to Tracfone Wireless.  He activated a new phone on 4/18/2024,and both devices should receive promotion points; however, neither phone received the Loyalty Reward points. You would like the points credited to your son and daughters account; ***** points for the phone number ending in 1288 (referral)and ***** points for the phone number ending in 1289 (referred).
  
  We reviewed both accounts and we can confirm both devices comply with the requirements to receive the promotion points.   An in-depth review of both accounts show that the issue was caused by a system error.  We apologize for the recent issues that you may have experienced. With this, we have submitted an escalation on 8/26/2024, to investigate the matter and credit the account with the corresponding Loyalty Rewards points.
  
  We last spoke with you on 09/02/2024 via phone number ************, and discussed the matter with your complaint and the status of the escalation. You were informed that the escalation is still ongoing, and that you will be informed once it is done. On 9/3/2024, we confirmed that the points were added to the accounts; ***** rewards points for the phone number ending in 1289, and ***** rewards points for the phone number ending in 1288. You may confirm this by logging in your account.
  
  If you still require assistance, you can contact an agent at ************************. 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 1304165151. 
  
  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: 09/17/2024

   
  Complaint: 22186206
  
  I am rejecting this response because: while I appreciate the fact that Tracfone added rewards points to both accounts ***** and *****, they did so reluctantly, dragging their feet by escalating the issue to the appropriate department for many weeks.  The issue was a result of their system error and it should have been taken care of immediately.  The least Tracfone could do is provide additional rewards points (which I request and they denied) for my time and inconvenience.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Tracfone pay as you go phone: Serial number **********************************, sim card number 891 480 000 076 551 822 57 from the Dollar General about 1.5 years ago. The phone is an android phone. It says Tracfone on the card that came with it. I have purchased about 4 or 5 Tracfone refill cards- they are called no contract basic phone card. They have all worked without issue. The service expired in July of 2024, I purchased another no contract basic phone card and tried to activate it on 8/24/24. I spent about 1.5 hours on my own attempting to do this. Error messages kept popping up at the end. I called customer service and spent a lot of time on the phone with them. They said I just needed to turn the phone off, wait ***** minutes, and turn it back on, and it should work. The ticket number from that call was ************. I did this, and it did not work. I called customer service back a few hours later and wasted about 45 minutes with them. They said I changed the carrier of the phone (not true) and they could change it back if I was able to verify my account. I could verify the pin number, e-mail address and anything else they asked. I was supposed to wait for an e-mail from them that never happened. I now have a $19.99 tracfone card that I paid for that will not work on a tracfone phone they sold me. I would like a basic phone that I can use this on or my money back.

  Business Response

  Date: 09/04/2024

  Dear ***************************:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2024, regarding BBB case # ******** complaint. 
  
  Your complaint states that you purchased an airtime card after your service expired in July of 2024, however,when attempting to add it on your phone, you were getting an error that prevented you from doing so. Upon contacting customer service, you were informed to turn your phone off and on after ***** minutes to resolve the issue in reference to ticket number **********, but the issue remains unresolved. You did not change carrier, but the representative informed you that you did and need to update your account. 
  
  In our review, Ticket number ********** was created on a different account which does not belong to you. We have checked your device with IMEI ending in 3413 and we can see that the account is active and well provisioned. The account was successfully reactivated on August 27, 2024, with the TracFone $19.99 service plan. 
  
  We spoke with you on August *******, by phone number ************, and you have confirmed the issue has been resolved. 
  
  If you still require assistance, you can contact an agent at ************************; 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 1304163369.   
  
  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: 09/05/2024

   
  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:08/22/2024

  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.

  My husband has an account with ********************** with direct deposit and has been a customer for many years. Also myself, his wife and his daughter have accounts with ********************** for many years also. Tracfone takes our autopay monthly around $75-90 a month from us. Recently I contacted Tracfone to help my husband reactivate his phone. Even though my husband has an account for many years with Tracfone, we received the run around and spent hours on the phone with Tracfone customer service. They said they could not validate my husband though he has been a customer for years. We contacted ********************** 8/20/24 - 8/22/24 only to be treated like a criminal. We got many different answers but Tracfone never solved our problem. I asked to talk to a manager to only get the agent to hang up on us. And when we did get a manager they did not help. Today at 1:35pm 8/22/24 after getting ahold of another manager who said she would help. I wanted Tracfone to find sincere solutions as a loyal customer. This time after my call they hung up and cut my Tracfone off. My husband and I were left with our only phones not working to make calls etc. Tracfone refused to activate and restore my husband's phone number he had since 2004.His phone number is his work contacts and livelihood. Consumers need to know how Tracfone treats loyal customers. And we need to be compensated for our loss of money and time dealing with them. Our accounts with ********************** ******* ******** ************** ***** ***** ************** ******* ***** **************

  Business Response

  Date: 09/03/2024

  Dear ******* ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you recently requested to reactivate your husbands phone; however, you were told that you failed to validate the account. In addition, you stated that TracFone still refused to reactivate the account even after calling customer service multiple times.
  
  ********************** customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We reviewed your TracFone account;it appears to be active and provisioned in our system. We spoke with you on 8/25/2024 via phone number ************, to discuss the status of your account and service concerns. You mentioned that your husbands phone number ends in 0632. As per our review, the account is active with the T-Mobile carrier.Please be advised that TracFone is now part of the ******* Family and you can enjoy its network by just switching your SIM. The account is eligible to receive a free VoLTE ******* SIM plus One Free plan once you activate it with your New SIM.
  
  Our records indicate that you attempted to activate a new SIM card since 8/20/2023; however, you failed to authenticate the account. Due to this, we submitted an escalation to complete the activation of your SIM. We received a positive feedback in our escalation,and contacted you via same contact number on 9/1/2024. We initiated the activation of the new SIM card; however, we encountered a systemic issue in the account. Therefore, we submitted another escalation, with reference number **********. We will continue working on this case until the phone is completely activated and provided you the estimated timeframe to complete this escalation.
  
  If you still require assistance, you can contact an agent at ************************; 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 1304014912. 
  
  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: 09/04/2024

   
  Complaint: 22183572
  
  I am rejecting this response because: Due to Tracfone hours we have not been able to coordinate a call back that works for us to activate the phone. 
  

  Best hours for us are 5-9pm Pacific time weekly. Or this coming Sunday 1-3pm

  Since this issues is not resolved yet this is who I can not close this complaint yet. 

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

  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 due to TracFone hours, you have not been able to coordinate a callback that works for you to activate the phone. It would be best to work with you between 5 -9 PM PST weekly or Sunday 1-3 PM. This is in line with your previous complaint reactivating your husbands phone. 
  
  We spoke with you on September 11, 2024, by phone number ************. During the conversation, we were able to assist you activating your husbands phone with phone number ending in 0632. Thereafter, you requested to transfer his number to a new phone with IMEI ending in 8370, however, due to unexpected error encountered in our system, we were unable to complete the process. Thus, we sent an escalation to review the system error encountered. We agreed for a callback to further assist the matter. 
  
  On September 13, 2024, we can still see that the number has not been transferred completely to the new device. We apologize for the inconvenience of completing your request. Please know that we are doing our best to assist the matter accordingly. We are aware of your time of convenience for a callback and will try to make a follow-up call to you at the time you have provided for further assistance. 
  
  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 1304014912. 
  
  Based upon the foregoing, we will make a follow-up call at your time of convenience. 
  
  Thank you for choosing TracFone Wireless. 
  
  
  Sincerely, 
  
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22183572
  
  I am rejecting this response because: 9/22/2024
  
  BBB
  Complaint 22183572
  
  Tracfone did not restore the phone number *************) until 9/21/2024. Per our complaint we are asking for compensation due to loss of work for days we did not have access to the phone number. We rely on the number to work with clients.
  
  We asked Trafone for compensation of 1 year of data and text and calling. A cost of $20. a month. A total of $240.00. We originally asked for $500.00 in compensation but we are willing to take the phone plan for a year at $240.
  
  We have been loyal customers of ********************** for many years.
  
  
  Sincerely,
  
  ***** *****
  ******* ********
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22183572
  
  Tracfone did not restore the phone number *************) until 9/21/2024. Per our complaint we are asking for compensation due to loss of work for days we did not have access to the phone number. We rely on the number to work with clients.
  
  We asked Trafone for compensation of 1 year of data and text and calling. A cost of $20. a month. A total of $240.00. We originally asked for $500.00 in compensation but we are willing to take the phone plan for a year at $240.
  
  We have been loyal customers of ********************** for many years.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/01/2024

  Dear ******* ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 23, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that Tracfone Wireless did not restore your phone number ending in 0632 until 9/21/2024. With this, you are asking 1 year of data, calls and texts service as compensation.
  
  Please be advised that TracFone Wireless **** Terms and Conditions states that when you activate your service with TracFone, you agree that neither we nor our vendors, suppliers, or licensors are responsible for any damages you may suffer or incur resulting from: (a) any Product or Service provided to you by or manufactured by a third party; (b) any act or omission by another party; (c) providing or failing to provide any Service,including, but not limited to, deficiencies or problems with a Phone or network coverage (for example, dropped, blocked, interrupted Service, etc.
  
  We reviewed your TracFone account with phone number ending in 0632; it is active and provisioned in our system. Transaction History shows that you redeemed a $20 30-day unlimited service plan in the month of September; however, service was not used until 9/21/2024 due to a systemic error. We apologize for any inconvenience this may have caused you.
  
  We spoke with you on October 1, 2024, via phone number ************, and discussed the status of your account and compensation request. We offered a 30-day service extension as courtesy, and you agreed. However, you also stated that you would not be closing the case since you are not satisfied with only getting 30 days. Please be advised of the aforementioned TracFone Terms and Conditions.
  
  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 1304002571.
  
  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:08/22/2024

  Type:Billing 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.

  The dates in question: 8/16/24 7/19/24 6/20/24 5/20/24 4/22/24 Amount paid: $132.56 The business involved is ************** a subsidiary of Tracfone Wireless **** which is owned by **********************. It provides contract-free, high-speed internet and phone service, as well as phones and data plans.There was a nationwide internet outage late February of 2024. I cannot confirm if this was the exact cause in the disruption of my service, and though there has been an active phone plan, I have not been able to make or receive calls or texts since.I tried to switch the *** card of an older phone, but under the same number, but it remained inoperable. Because of this I bought a new phone under a new plan and the old phone hasn't been in ****** of late July, I randomly checked my bank account and realized I'd been charged every month since the last active use of the old phone, but I dismissed it. I'd been charged again in August and finally decided to end service and herein lies the problem.Simple Mobile has a policy where verification of and access to one's account information lies within providing a verification code that is sent through text. I cannot receive these texts because I have no service on the old phone. I can use the internet and social media, however. Simple has not tried to resolve the issue because they won't divulge information regarding my account unless I provide the verification code. On their website, if I input my number, it attempts to send the same code. Their app is no different. Moreover, I enrolled in Auto Pay, which debits my account every month $26. My attempts to cancel the service are moot because of this singular code. I have other information pertaining to the account I can provide, but they will only accept that code. In so many words, I was told I won't access my account or cancel service, yet my checking account will still be debited in perpetuity. I want their business practices put on notice and possible restitution.

  Business Response

  Date: 08/17/2024

  Attached 

  Business Response

  Date: 09/04/2024

  Dear ****** ********:

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

  Your complaint states that since late February 2024, you have been unable to make or receive calls. You tried to switch the *** card to an older phone with the same phone number, but it is still not working. Thus,you purchased a new plan leaving the old one not in use, however, there were still monthly charges taken on your account for your old phone. You tried to end your service last August but were unsuccessful due to account authentication. 

  In our review, records show that your phone number ending in 1663 is active and enrolled with auto refill program for the ***PLE Mobile $ 25 monthly plan. It was also indicated on your account that you really tried to cancel it but was unsuccessful due to account authentication.

  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

  Please be advised that upon the enrollment of an account to the ***PLE Mobile Auto Refill program, a new service plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Failure to properly cancel the Auto Refill may result in continuing charges despite the account being no longer in use. ***PLE Mobile customer account authentication policy also operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Thus, it is imperative to speak with you to provide further assistance.   

  We attempted to contact you by phone number ************ on 08/23/2024, 08/25/2024, 08/28/2024, and on 08/29/2024 but to no success.However, you were able to respond to one of our emails sent at **************************** providing us with your callback number and time of convenience. Upon trying to dial the number once again, we got the same result.We keep on getting an error message busy destination. We have sent you a follow-up email, but we have not heard anything from you yet.  

  As part of our effort to provide further assistance with the matter, it would be a great help for us if you could provide us with an alternate number with your best time for callback.

  If you still require assistance, you can contact an agent at ************************; 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 1304002101.     

  Based upon the foregoing, we will close this matter unless we hear from you.   

  Sincerely, 

  
  Executive Resolution Department  

• Initial Complaint

  Date:08/22/2024

  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.

  During the summer of 2021, I purchased an iPhone from TracFone and have used this device continuously for the past three years with TracFone service. On August 22, 2024, I contacted TracFone with a request to unlock the phone, as I wanted to temporarily use a different SIM card for some international travel. Given that my 3 years of active TracFone service satisfies (and exceeds) the company's requirements for unlocking the phone for free, I assumed that this request would be straightforward. The **** number of my phone--which I purchased from TracFone and have used with ***************** for 3+ years--did not match the number recorded in their system. I spent multiple hours on the phone with TracFone and was transferred back and forth between the ******************** and ***************** seemingly because no one was willing to fully investigate the issue enough to solve it. When I asked multiple times to speak to someone more senior who might be able to help with the issue, my request was repeatedly denied. My understanding is that the ********************************* (***) has directed TracFone to make the unlocking process easier; however, in my experience, unlocking the phone--at least according to the Customer Representatives to which I spoke--was impossible unless I paid $300. This inability to unlock the phone for free seems in violation of the *** instructions and TracFone's written policy. I can provide documentation showing that I have paid for 3+ years of TracFone airtime on my current phone. To resolve this issue, I would like to have my phone unlocked for free, as advertised by TracFone.

  Business Response

  Date: 09/03/2024

  Dear ******** ******: 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2024,regarding BBB Case number # ******** complaints. 
   
  Your complaint states that your request to unlock your phone was denied. It was impossible to process your request unless you pay $300. You were expecting to unlock your phone easily given the 3 years of service that you have been with TracFone and exceed the requirements for free unlocking. However, after multiple hours working with the request, no one was able to resolve your concern. 
  
  In our review, records show that the phone number provided in the complaint ending in in 1047 is active with a Bring Your Own Phone (BYOP). We have confirmed that the account has ***** active days, but it is important to confirm the device IMEI that you want to be unlocked to determine further the device eligibility. As per the records we have of your calls made to our customer service, it was documented that the phone you requested for unlocking does match with the phone registered on your account. 
  
  We attempted to reach you multiple times via phone number ************ on 08/23/2024,08/24/2024, 08/27/2024, 08/28/2024, and on 08/31/2024 but we were **************** responded to one of our emails sent stating that you are currently unable to make phone calls as you are travelling internationally. We responded to your email providing further assistance, but we have not heard further updates from you yet. 
  
  Please know that we are more than will assist you with the request, however, it is imperative to speak with you directly to properly process the request and provide complete assistance. 
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to email reference number ******* or Ticket Number **********.  
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless. 
   
  Sincerely, 
  
  Executive Resolution Department