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

3,492 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/23/2025
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.
This complaint is a follow up the another complaint# ******** no issues were resolved the only thing that they could offer me was a THREE day service extension when Ive been trying to get into contact with StraightTalk for almost a week and on top of that as well I responded to the email that they sent me and they did NOT reply the first time. They do NOT reply back to emails theyd rather call you and talk down to you.
Business Response
Date: 08/12/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 23, 2025, regarding BBB Case number ******** complaints.

Your complaint states that your previous service issue is still unresolved, and you were only offered three days of service extension.

Per our review, your complaint is regarding the Rewards Points usage. Please be advised that Rewards Points may be redeemed and used towards the purchase of a Reward (e.g., Service Plan, Device coupons, premium coupons,games, e-gift cards, special events, and other activities).

We reviewed your account and found that you redeemed 1000 rewards points towards a $10 off phone promo code on 7/3/2025. However, we determined that the status of the promo code has been ************ addition, Transaction History shows that we added service extension to your account on 7/8/2025 per reference ticket number 1324124890.

We spoke with you via phone number ************ on 07/24/2025 to discuss the matter with your complaint; however,you refused to receive our assistance.

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

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

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/17/2025

Complaint: 23643352

I am rejecting this response because:

Sincerely,
Specialist claimed offer was accepted but I never agreed to anything above is transcript of call on 08/17/25 now theyre doing things on my behalf that I never requested I specifically said 3 days will not be enough to compensate for the time, headache, and listening to a hold song.
***** *****
Business Response
Date: 08/26/2025
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you disagreed with the offered 3-day service extension,but our specialist claimed you accepted it.

The particular service extension we mentioned in our response, which was added on 7/8/2025,was a $10 7-day service plan extension, per reference # **********. This corresponds to the amount of promo code you ordered, but unable to use.

In our latest review, your account is active and provisioned in our system. Usage Records also indicate that the phone is working, and service is being used.

We attempted to contact you via phone number ************, and have sent emails to **************************,on 8/21/2025, 8/23/2025, and 8/24/2025, 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. We need to speak with you directly to discuss this matter.

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

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

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/23/2025
Type:Delivery 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 phone from Straight Talk, to pay, I was switched to ****** and the payment completed. The internet never gave me an order or tracking number from Straight Talk, but I have a ****** receipt for Trac Phone Wireless. Now Straight Talk claims I never ordered a phone. The money has been removed from my account. I cannot get a real person at Straight Talk or even get to an appropriate location with their virtual assistant. There is no way to contact them.
Business Response
Date: 08/12/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 23, 2025,regarding BBB case number ******** complaint.

Your complaint states that you placed an order and were charged a total of $225.29, but did not receive an order number or tracking information. You attempted to contact customer support; however, the issue remains unresolved.

We spoke with you on July 24, 2025, via phone at ************. During the call, we attempted to gather more details regarding your order; however, you were unable to provide further information. To ensure the matter is properly investigated, an escalation was submitted under reference number 1325077665.

Our records show that your order for an iPhone 13 was placed on July 20, 2025, under order number *********. The *** tracking number 1Z13Y4E30300040610 confirms that the device was delivered on July 25, 2025.

A follow-up call was made on July 26, 2025, during which you confirmed receipt of the phone and stated that no further assistance was required.

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 1325079058.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/12/2025

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:07/23/2025
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.
Unused balances of "Unlimited Carryover" minutes, texts, and data reset to "0" on (or before) the 21st of both June and July 2025, not due to service days running out. Problem possibly caused by support agent helping to apply data purchase. Other agents unable to fully identify problem or fully restore lost units.05/23/2025: I contacted support (Ticket **********) as data purchased 05/22/2025 (in Order ********** for $22.83) was not showing up in my account in the app. An agent was able to add the data for me (as well as more data they said had not been added previously, though I was not aware of a previous problem). It seems possible something was adjusted in my account at this time which caused problems 06/21/2025 and 07/21/2025.On 06/21/2025, I discovered balances of *****+ mins, *****+ texts, and a certain amount of data (as checked in the Tracfone app 06/19/2025 or 06/20/2025) had all been reset to "0." I contacted customer support (Ticket ***********, communicating via online chat and over the phone, needing to insist repeatedly that I had not used up my balances. The agent may have restored some units, but was not able to recover all I lost. She indicated a problem on their end, explaining, "All I can do is apologize," and recommending I regularly check my balances and take screenshots to monitor them in case of another issue. I needed to make new purchases so my phone could function (Order ********** for $10.55 and Order ********** for $5.24).On 07/20/2025, I texted ****** to check my balance. At 2:51 PM HST I had 188 minutes, 281 texts, and 271 MB data. On 07/21/2025, a text I was trying to send failed. At 8:29 AM HST that day, ****** showed all my balances were "0." I was working at that moment, but a while later contacted support via online chat (Ticket **********). The agent, ******, said she couldn't restore any units, though she did ensure my new purchase (Order ********** for $10.54) was applied so my phone could function.
Business Response
Date: 08/12/2025
Dear ******** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 23, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you are experiencing an ongoing issue where your accumulated minutes are removed from your account each time you refill your phone. Additionally, you have encountered difficulties in obtaining assistance to restore the lost minutes.

Upon review, we found that your TracFone account with phone number ending in ************************************** the network. However,the balance information of the account does not match with the information you have provided. With that, further investigation needs to be conducted. We confirmed your accounts redemption history and usage report and found a discrepancy.We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help. Our investigation shows that removal of your accumulated minutes were due to a system error.

We spoke with you on July 26, 2025, via phone at ************ and we shared with you the outcome of our investigation. To address the matter,an update to your remaining balance was processed under reference number 1325228497.Additionally, system update were done to ensure that similar issues are prevented moving forward.

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 1325054286.

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: 08/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me. Though the problem was not 100% accurately described here, the company did exceed my expectations by restoring minutes, texts, and data to my account and even adding service days.
On or about August 19, 2025, my balances all reset to 0 again, and the app and website were down. However, I discovered I was still able to use calling, texting, and data. The following day my balances looked normal again.
Interestingly, Tracfone has a special "bbb" email address they communicated with me from.
Thanks, everyone, for the help.
Sincerely,

MP
Initial Complaint
Date:07/22/2025
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 am raising a complaint regarding my recently purchased iPhone 12 from Tracfone on June 30, 2025. Upon setting up the phone, I noticed a screen burn-in issue and took it to an Apple Store for inspection. ***** confirmed the issue and performed a hardware-level repair, which involved replacing the logic board. As a result, the phone now has new **** numbers: ****1 *************** and ****2 ***************. After the repair, ***** confirmed that the replacement device remains locked to Tracfone and supports eSIM activation.However, I am now unable to activate this phone on eSIM. When I attempt activation through Tracfone, it says the device is not found in their records. Ive contacted both ***** and Tracfone support multiple times via chat and phone, but no one has provided a proper resolution. ***** has clearly stated that the device is carrier-locked to Tracfone, and according to Tracfones policy, I should be able to activate my phone via eSIM. My phone number that needs to be activated is *****************.At this point, I am requesting immediate assistance to either register the new **** in your system so the phone can be activated via eSIM, or unlock the device so I can use it with a different provider. I have attached all supporting documents, including the Apple repair receipt, confirmation of the **** change, and responses from both Apple and Tracfone. Please resolve this issue promptly, as the lack of eSIM activation has caused me significant inconvenience
Customer Answer
Date: 07/28/2025
Subject: Escalation Request Regarding Inconsistent Information and Unprofessional Handling BBB Case

I am writing to formally raise a concern regarding my recent interaction with a representative named Rio (ID-517718) from the ***************************** in reference to my BBB case.
During the call, Rio informed me that I must visit an Apple Store to request a replacement device, citing that the logic board was replaced and the new IMEI is not registered in your system. When I requested a written statement (via email or mail) to present to ***** as formal documentation, she retracted her initial statement and instead claimed the case would now be forwarded to a higher authority for review, with a resolution timeframe of 2448 hours.
When I questioned the sudden inconsistency between her initial and follow-up responses, Rio provided an unclear and confusing explanation, without acknowledging the time, effort, and inconvenience this has already caused me.
This lack of clarity and accountability has made the issue more frustrating. I kindly request the following:
A clear, written explanation of the current status of my BBB case.
Documentation I can present to Apple if your previous instruction is valid.
Assurance that my case will be handled with urgency and consistency going forward.
Please let me know if you need any additional details from my end. I appreciate your timely attention to this matter.
Business Response
Date: 08/14/2025
Dear ******* ************:

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

Your complaint states that you received your repaired phone from *****, which now has a new serial (IMEI) number. While attempting to activate the device, you encountered an error. You sought assistance, but the issue remains unresolved. As a result, you are requesting support to register the new IMEI so the phone can be activated, or to have it unlocked so you can use it with a different service provider.

We attempted to contact you via phone at ************ and email at ************************** on July 24 and August 13, 2025, but we were unable to reach you.

Upon review, we found that your new serial number ending in ****************************** the system as a Bring Your Own Phone (BYOP)device and was activated on 8/04/2025, under reference number **********. However,the record shows that on 8/07/2025, the phone was deactivated by switching your number ending in 0595 to a BYOP T-Mobile compatible SIM card ending in 7971 with reference number 1326014709.

The account shows active and well provisioned in the network. Additionally, the usage report of the line indicate that the service is actively being use.

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 1325060182.

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: 08/14/2025

Complaint: 23638216

I am rejecting this response because:I was told on the call that I need to get complete replacement of device and which I got from apple, new replacement device IMEI IS
IMEI1: ***************

IMEI2: ***************
this new replacement device i got on august 7th,2025 tried to get it eSIM activation but you executive said me that first I need get BYOP kit and activate on physical SIM card that (which you said that been activate on sim card number instead of device imei).
I need a eSIM activation for this new device which even apple clearly confirmed again that this device tied to ********************** carrier, but your system and executive are so incompetent that to have it throughly check the issue and solve it,
I need eSIM activation on the new replacement device without that I am not accepting your resolution

Sincerely,

******* ************
Business Response
Date: 08/21/2025
Dear ******* ************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date August 14, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you are requesting to activate your replacement phone from ***** via eSIM activation. In addition, you provided the devices IMEI numbers, and that you were advised to purchase a SIM card, despite requesting eSIM activation.

Our latest review shows that your phone number ending in 0595, has been transferred and activated to the new replacement phone, with IMEI number ending in 2601,via eSIM activation. Our records show that the account is provisioned properly,and that Usage Records indicate that the phone is working properly.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

We spoke with you on August 18, 2025 at ************. We informed you that your new replacement device is provisioned in the system. You confirmed that your phone is already working properly on your end, including the calling, data and texting.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/21/2025

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:07/22/2025
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.
******* reported a negative tradeline to credit bureaus despite billing issues I tried repeatedly to resolve with them. I have now paid the full balance, but ******* refuses to remove the tradeline as a goodwill gesture. This poor communication and unwillingness to resolve fairly has harmed my credit. I am seeking an update to paid in full and removal of the tradeline as a goodwill adjustment.
Customer Answer
Date: 07/27/2025
Account number is **************** - thanks
Customer Answer
Date: 07/27/2025
Account number is **************** - thanks
Business Response
Date: 08/12/2025
Dear BBB,

Thank you for contacting TracFone Wireless ******************************* regarding Neslihan Damianis complaint. In their complaint, received on 07/22/2025, ******** ******* expressed concern about their ******* Wireless service bill.

Upon further review, weve determined the customers concern should be addressed by our ******* Wireless Prepaid team. Per BBB guidelines,please forward Neslihan Damianis complaint to the appropriate *************

We appreciate you bringing this matter to our attention for resolution, and apologize for any inconvenience this has caused.

Sincerely,

*******************************
Initial Complaint
Date:07/21/2025
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.
******* has continuously and slowly becoming worse and worse for the past ten years.1. Why am I required to finance a phone to upgrade my phone? To make it worse, l'm required to finance it for 36 months! There was a time when there was a 24 month agreement and a 36 month agreement. Why was the option removed? Why can't I just buy my phone outright? And get the promotion? That is a scam and very shady. On top of that, the phones offered through ******* aren't even the best that come from the manufacturer. For these reasons alone, I will never buy another phone from ******* ever again. It is cheaper and better to buy them directly through ******* and ***** directly.2. All of these perks that you try to push on customers are all the low end ad-tiered version of what you're trying to sell. Do you honestly think that the people who can afford ******* can't afford the premium no ad product? Why aren't you offering options to get the ad and no ads version of the product? Specifically speaking about the ****** bundle, ******************** premium? It's absolutely ridiculous for a company of this size.3. It's almost impossible to get a hold of a live agent these days. I am locked out of my ******* premium family plan! ******* you do some really innovative things. But when it comes to business decisions. You guys are horrendous marketing and businessmen. Like really really really bad!
Business Response
Date: 08/11/2025
Dear ***** *****:

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

Your complaint states that ******* required you to finance a phone in order to upgrade your device, with the financing term extended to 36 months instead of the previous 24-month agreement. Additionally, the perks offered were limited to low-end, ad-tiered versions. You also reported difficulty in reaching a live customer service representative.

We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We spoke with you on July 22, 2025, via phone at *************. During the call, we informed you that we were unable to locate your record in our TracFone system. You declined our assistance, clarifying that your complaint pertains to ******* Wireless and not TracFone Wireless.

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 1324946483.

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:07/21/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 9, 2025, I purchased an iPhone 14 with a three-month plan from the Total Wireless website (***********************************). After reconsidering my needs, I requested that Total Wireless cancel my order. However, I was advised by Total Wireless customer care to refuse the delivery and return the phone to the ********* per their instructions, I returned the original package on June 13, 2025, via *** (tracking number: 1ZY902R60239874902). Despite returning the product, I have not yet received a refund.I am writing to request your assistance in escalating this issue with Trackphone and obtaining a full refund.Order ID - *************** ****** transaction ID - ***************** Invoice Id - ****************** Total amount - $270.49
Customer Answer
Date: 07/26/2025
During a phone call, the merchant informed me that a refund was issued on July 14. However, my bank has not received any such refund and has requested that I retrieve the email from the merchant containing the transaction details if the refund was indeed issued.
Thanks,
************
Business Response
Date: 08/12/2025
Dear ************ *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a phone online on 6/9/2025, and decided to cancel it; however, you were advised to refuse the delivery to return the order. As directed, you refused the delivery and *** tracking shows that it was returned on 6/13/2025; however, you still have not received the refund yet.

We reviewed the Order ID ***************, and determined that the package was returned to sender as of 6/13/2025, per reference *** tracking # 1ZY902R60239874902.With this, we created a ticket, to request and verify the status of your refund request, with reference # **********.

We spoke with you via phone number ************ on 7/22/2025, and discussed the aforementioned. We also provided the timeframe for the refund to reflect in your account. Meanwhile, we received updates indicating that on 7/14/2025, our system shows that ****** withdrew the funds for a chargeback settlement, per reference ****** Transaction ID *****************.

We spoke with you via same phone number on 7/29/2025, and discussed the updates on the escalation; however, you mentioned that you had not received the refund yet, and that the ****** Transaction ID ******************* invalid. You also mentioned that you had filed a dispute with your bank, and that it is being worked on. You requested that we contact you at ************.

A follow-up call was made on August 2, 2025, via the provided phone number.During the call, we informed you that we would escalate the issue to ensure the refunded amount is credited to your ****** account. We agreed to contact you once we have an update.

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 foregoing, we will further contact you once we received updates on the escalation. Thank you for choosing Total Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:07/21/2025
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.
Ive been transferred to dead end customer service lines four times in the past few days. Im now holding over 45 minutes after being transferred to get a refund.
Business Response
Date: 08/11/2025
Dear Sierra ************************ have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July *******, regarding BBB Case number ******** complaints.

Your complaint states that you are attempting to obtain a refund but are experiencing difficulty connecting with customer support.

We spoke with you on July 22, 2025, via phone at *************. During the call, after confirming your account information, we shared the results of our investigation. Our records indicate that multiple charges were mistakenly applied to your account due to a system error. We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. To resolve the matter, refunds were processed for four charges of $20 each, as one of the charges was used to activate your service. The refund reference numbers are 958341773CKJKLQV, 95825489VCKJG5AO,95811147ECKL5C84, and 958126544CSTK1S5. We are committed to preventing similar issues in the future and ensuring a smoother experience moving forward.

To this date, your Net10 account is active and well provisioned in the network. Additionally, it was confirm that the service is working as expected.

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 1324930968.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Net10 Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/13/2025

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 only because I don't have time to fight the skeezy business practices that waste the time and energy of especially poor people who are just trying to access ***************** Just tell the Customers you don't have ***************** rather than drive them crazy with the runaround.

Sincerely,

*************************
Initial Complaint
Date:07/21/2025
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.
This company is extremely unprofessional. Their website and phone service does not allow to cancel your auto payment plan and there is no one available in the refund department to assist with a refund. I have been calling for over a month now and not able to cancel plan and get a refund for the continued auto pay. I think this is a LARGE scale concern for all customers. This is fraud.
Business Response
Date: 08/12/2025
Dear ***** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date July 21, 2025, regarding BBB case number ******** complaint.

Your complaint states that you found no option to cancel the auto-refill plan in the website nor in customer service. In addition, you were not assisted with your refund request and auto-refill cancelation for over a month now.

As per investigation, your account with phone number ending in 7094 was activated on May 22, 2025. It was deactivated on July 21, 2025, per your request. Consequently,the auto-refill enrollment was also canceled. In addition, a refund of $13.15,charged on July 21, 2025, has been issued with confirmation number 96559309KCKET0VY.

We spoke with you on July 24, 2025, via phone number ************. You mentioned that your phone was lost and confirmed that your request has been resolved.

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 1325041996.

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:07/20/2025
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.
Turning service off early rude customer service hanging up and refusing to resolve customer complaints
Business Response
Date: 08/11/2025
Dear ******* *****:

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

Your complaint states that your phone service was disconnected prematurely and that customer service was unable to provide the necessary assistance.

Upon review, we found that your Straight Talk account associated with the phone number ending in 4328 is currently active and properly provisioned on our network. Additionally, usage reports confirm that the service is actively being used.

Please note that, as outlined in the Straight Talk Terms and Conditions, all plans operate on a monthly cycle, where each month is defined as 30 days. To maintain uninterrupted service, a new plan must be purchased and redeemed before your Service End Date. This date is determined by the day you activated your plan, with the activation day counted as Day 1, effective from 12:00 AM, regardless of the actual time of activation. This may result in a partial day being counted as a full day of service.

Our records show that your account was deactivated on its scheduled Service End Date, in accordance with the current Terms and Conditions.

We understand how important reliable service is and apologize for any confusion or inconvenience this may have caused.

We attempted to contact you via phone at ************** and email at ************************* on July 24, 25, 26, 29, and August 1, 2025.However, we were unable to reach you, and we have not received any response to our emails.

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 1325058077.

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

Sincerely,

Executive Resolution Department

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