Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pre-Paid Phone Cards.

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

3,366 total complaints in the last 3 years.
793 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:09/13/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order#****-2EOF6E6O2S on 20-Jun with email ********************* and i didnt receive the phones yet. I spoke to customer service back in July and they said it would be expedited but no updates I used points for a 300$ voucher and the voucher shows as used now and I lost all the points, representative indicated this would be checked and they would revert and no updates. its been more 2 months and there is no update on the order and I spoke to customer service many times, I received the below message on 07/03, This is the same they informed me on 07/03 and I was informed I would get an update on 07/07 and I gave one more week but not update. I followed up few times but no one took any accountability and I requested for a supervisor but I always get a response supervisor is busy and I should get a call back but then I dont receive any calls. After 2 months I spoke to ****** ***** on sep 13th and she comes back and says the promo code expired and she cannot do anything. This is such an irresponsible answer, tracfone should have reissued the voucher if the order was cancelled. I used ***** tracfone points for 300$ voucher which took years to accumulate Below is the order status and it was never indicated that it was cancelled The shipment is delayed because we have been processing a high volume of orders, but don't worry. You will receive the package in no ******* credit card was charged on but support claims there was a payment issue which clearly is not correct TRACFONE WIRELESS $37.53 Jun 20, 2025 On your statement as TRACFONE PHONES ************ FL
Business Response
Date: 09/24/2025
Dear ******* ***********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/15/2025, regarding BBB Case number ******** complaint.

Your complaint states that you still have not received the order you placed on 6/20/2025, and you were given conflicting information by customer service. In addition, you stated that the $300 promo code you used with the order, expired, but it was not reissued.

We reviewed the order ID ***************, and our records show that it was placed on 6/20/2025. We have also confirmed that you paid $37.53 for this order. However, the order was cancelled, and we can confirm that the payment was refunded on 6/24/2025 with reference # B2C2025062059427656.

We have also confirmed that the promo codes you used already expired. With this, an escalation was submitted on 9/13/2025 with reference ticket number ********** to reinstate the rewards points used to redeem the codes. As per ticket updates, further escalation was submitted to process the request.

We spoke with you on September 21, 2025, via phone number ************. During our conversation, we let you know the updates on the previous escalation. To expedite this process, we agreed to submit a separate request to reinstate the rewards points. Rest assured that we will provide you with updates once available.

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:09/12/2025
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.
Tracfone canceled an order for a new phone i made without letting me know. Then when I called they said they returned my money, which they did. But I had used points for a discount. Those points were not returned. I was in the phone for over 2 hours to try to resolve this. They said it would be completed in 72 hours, but it was not. It has been over 72 hours and they still have not solved it. Their customer service is a disaster, mostly telling me they can't do what i need until I insist and they somehow find a way.
Business Response
Date: 09/24/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 13, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you ordered a new phone through the TracFone website and used your reward points to obtain a promotional code discount in addition to the payment made. However, the order was cancelled without your consent. While a refund was issued for the amount charged, the reward points used to redeem the promotional discount were not returned.

Upon review, we found that you placed an order for an iPhone SE (2nd generation) and a TracFone $25 Unlimited Airtime Plan on August *******, under order number *********. However, the order was subsequently cancelled due to inventory constraints, and a refund in the amount of $99.23 was issued on August 25, 2025. We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we will do our best to ensure that similar issues are prevented moving forward.

Our records also show that on August 17, 2025, you redeemed ***** reward points to obtain two (2) promotional codes for phone purchases.These promo codes remain active and are set to expire on October 16, 2025.

We spoke with you on September 23, 2025, via phone at ************. During this call, you confirmed receipt of the refund and inquired about the return of your reward points. While we attempted to assist you, you later decided that no further assistance was needed.

Please note that accumulated Loyalty Rewards Points may be used to purchase eligible service plans or promotional codes for discounted phone purchases. However, once redeemed, plans and promo codes are non-refundable.

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 1328456705.

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: 09/25/2025

Complaint: 23878400

I am rejecting this response because: I tried to use this promotion codes and they are not active. They do not work. The company has also recently lied to me telling me my bank rejects the payment, but I can confirm that it goes through on my end. They are cancelling my orders repeatedly and not giving me my rewards back. I have been fighting with them for over a month and still do not have the phone I ordered.

Sincerely,

****** ******
Customer Answer
Date: 10/02/2025
They continue to call me to offer solutions, but it is just a run around. Nothing is actually working. I am going in circules and loosing too much time. I would like to change my complaint to just a complaint because I do not want to talk to them anymore. It has become to exhausting and stressful.
Business Response
Date: 10/08/2025
Dear ****** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 26, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you tried using the promo codes; however, it appears to be inactive and would not work. You were also informed that the payment was rejected when it was not. You also mentioned that it has been a month but you still have not received the order yet.

Per our previous response, the order has already been cancelled and you already confirmed receipt of the refund. In addition, the promo codes are still active and can be used in processing the order. In addition, our records show that ***** rewards points were added to the account on 9/14/2025 due to a failed promo code usage.

We attempted to contact you via phone number ************ and have sent emails to ***************** on 09/29/2025, 09/30/2025, 10/03/2025, 10/04/2025, and 10/06/2025; however, we were unable to reach you, have not yet received your response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1328456705.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 10/09/2025
Yes, I quit answering their phone calls because they refused to admit that the codes didn't work even when I tried them. They returned my reward points the first time, but not the second time. My complaint is about 2 incidents' that happened. They call me back but offer no solutions and tell me a bunch of c*** that isn't true. I don't want to work with them anymore. I wanted this to just be filed as a complaint and I don't want to deal with them anymore. I am working on switching companies. Their solutions are just telling you lies.
Customer Answer
Date: 10/09/2025

Complaint: 23878400

I am rejecting this response because: Nothing they offer is true. They say the codes work but when I try them they don't. They claim they returned my points, but they only did that once. The second time they cancelled my attempt at a new order, they refused to return my points. I don't want their phone calls and fake solutions anymore. I am taking my business elsewhere where I can get better customer service. I've already cancelled future payments on this phone line and will be moving on. Please change my complaint to just a complaint. I no longer want a solution.

Sincerely,

****** ******
Initial Complaint
Date:09/09/2025
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.
I am filing a formal complaint regarding Straight Talk Wireless providing false or misleading information about a promotional offer and refusing to provide any assistance or escalate my concerns.Received a email promotion went to use promotion 10 days after receiving was told cant use promotion because it expired. I shouldve called the same day.I got the email however on the email it says the promotion expires on September 11, 2025. They state the window for that promotion is closed however, Im stating to them that is not the information I was given and just to tease a customer and proceed to tell them they cant have it with imaginary timeframe that I was originally not given to costume.
Business Response
Date: 09/19/2025
Dear ********* *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 9, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that on August 30, 2025, you received a promotional email from Straight Talk offering unlimited data at no additional cost. However, when you attempted to redeem the offer ten days later, you were unable to do so, as the promotion had already expired despite the stated validity through September 11, 2025.

Straight Talk is currently offering a free trial enrollment for its $45, $55, or $65 plans, allowing customers to experience the enhanced data and hotspot benefits of these higher-tier plans at no cost. This promotion provides access to unlimited or high-speed data that wont slow down, giving users a risk-free opportunity to explore more robust service options.

To be eligible, customers must have an active single-line service on the ******* network and be subscribed to a $35, $45, or $55 plan.Additionally, they must be within days 1 to 25 of their current plan cycle and have received an eligibility invitation via SMS or email.

Upon review, we found that you refilled your phone on August 12, 2025, and received the free trial invite on August 30, 2025. At that time,your Service End Date was set for September 11, 2025. However, you mentioned that you attempted to redeem the offer ten (10) days after receiving the email notification. This indicates that you were outside the required 125 day window of your plan cycle, which is necessary for eligibility. As a result, the free trial offer was no longer available. Had the offer been accepted within the eligible timeframe, you would have been able to enjoy unlimited data benefits until your service ended on September 11, 2025.

We attempted to contact you via phone at ************ and email at ******************************* on September 10, 12, 13, 15, and *******. Unfortunately, we were unable to reach you during those attempts. You responded to our emails only once, stating that you would call us back, but we have not received any further communication from you since.

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 1328179858.

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:09/09/2025
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 informed Tracfone my cellphone was either lost or stolen and was advised to buy a new phone.I did and called Tracfone to activate it. The first ***** requested a pin number for the new phone; I gave a 3-digit number. I asked if the minutes from my old phone would be transferred to the new phone answer was yes. Suddenly, I was transferred to a different *****. Conversations with both these *****s were lengthy, asked redundant questions and frequently being put on hold.The second ***** asked if I wanted a new phone number and I said yes however, only after - she notified me my minutes couldn't be transferred over to the new number. I told her to revert to the old number; she said she couldn't as phone was activated. I stated she should have informed me before, and I would be filing a complaint.I was then put on hold again and she began asking questions to verify the old phone was mine and contact phone numbers and the last two phone calls I made during the last 60 days. As I had explained to her, I only have a cellphone for emergencies, rarely use it, and dont text. I gave her two possibilities and believe she said one number was right. So, for this reason, I was denied the over ***** minutes on my old phone valued at over $300 I guess.I provided them with sufficient information to verify my account: over ***** minutes available, rare phone usage, contact list phone numbers zip code where calls initiated from, IMEI, sim card and pin numbers When setting up the new phone, I put in the pin number and had to add another number since it stated 4 digits. When the first ***** asked me to give a pin number he accepted what I gave him and didnt say it had to be 4 digits.Afterwards, the phone was not activated message wrong pin number. I called **********************, spoke with the 2nd ***** explained everything and asked for it to be fixed. She said shed call me back in ten minutes. Since, I havent heard from her; and the phone is inactivated.
Customer Answer
Date: 09/14/2025
To-date I have made no progress and phone is not activated. On Wednesday, I went through a third verification and the *** said I failed - I gave him possible numbers but didnt know who I called or if I made any calls at all.

At one point, he stated I didnt have an account.    How have they been verifying information all along without my account displayed on their computer? After further conversation, he said h*** issue a ticket for an investigation and call me with ***** hours. I dont know if the investigation is just another term for a delay or why it is warranted. What is the procedure?   I understand the verification process is important, but I have been truthful and dont know what more information I can offer.

He called on Friday; asking for the same verification information I gave over and over again. Said hed call me Sunday, or maybe Saturday.   Today, Sunday, 6:43 pm, he hasnt called.

I stated I wanted the pin number of my new phone corrected, phone activated, and minutes, text and data transferred to my new phone.   They are deliberately delaying the process, and this seems to be a standard practice for customers who have lost their phone and request minutes transferred.
Customer Answer
Date: 09/18/2025
The issues were resolved today to my satisfaction.
Initial Complaint
Date:09/09/2025
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.
Purchased a TracFone plan today and some how after a few hours it's gone and need to be replaced I barely used it ...either you are stealing or someone is into my phone using my data
Business Response
Date: 09/19/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/09/2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a plan but it was gone after a few hours when you barely used it. With this, you are requesting to restore the service plan to your account.

In our review, your account is well-provisioned in our system. Our records show that you added a $10, 3-GB add-on on September 5, 2025. Usage Records show that you used 3.05 GB of your service on the same date. Meanwhile, your account currently has 1.64 GB.

We attempted to contact you on 09/10/2025, 09/11/2025, 09/12/2025, 09/15/2025 and 09/18/2025 via phone number ************. However, we were unable to reach you. We have also sent emails to ****************** on those dates; however, we have not yet received your response to our emails.

If you 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 1328157081.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/09/2025
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.
I bought a tracfone about 3 months ago and it just stopped turning on, regardless of it being fully charged. This is my only phone and Im unsure why this is happening.
Business Response
Date: 09/18/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 9, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you have a defective phone.

Upon review, using your email address, a TracFone account with serial (IMEI) number ending in 6502 was pulled up. The account is active and phone is under limited warranty.

We attempted to contact you via phone at ************ and email at ********************* on September 10, 11, 12, 16, and 18, 2025, but were unable to reach you directly. However, you remained responsive to our messages and indicated that you currently do not have access to a phone, and requested that your concern be resolved.

To assist with your defective device, we created a warranty exchange service ticket under reference number **********. Please note that we must receive the defective device before a replacement phone can be shipped. To facilitate the return, a prepaid shipping label was sent to your email address,*********************. We kindly advise you to process the return as soon as possible.

The last email we received from you confirmed that you are still working on the return process. We are currently awaiting receipt of the defective device. Once our facility confirms its arrival, the replacement phone will typically be shipped within 35 business days.

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

Please refer to email reference number ******* or Ticket Number 1328173853.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/09/2025
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.
My Tracfone was supposed to be unlocked and wasn't. When I called to resolve the issue, I was lied to by numerous customer service agents. The first told me the phone could be unlocked in ****************************************************************************************************************************** 1 hour with instructions for unlocking my phone. I did not. On my third call my issue was escalated to the unlocking department where and employee told me that I should stop calling and then hung up on me! Tracfone needs to unlock my phone so that I can activate my new cell service plan, provide honest information to customers, and hire employees who will not hang up on customers trying to resolve an issue.
Business Response
Date: 09/18/2025
Dear R *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 9, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that TracFone has not unlocked your phone as requested. Furthermore, when you contacted customer support for assistance, you were met with inconsistent responses.

Upon review, we found that your TracFone account was deactivated on September 7, 2025, due to a port-out request, recorded under reference number **********. Additionally, an unlocking request for your phone,with the serial (IMEI) number ending in 5661, was submitted on the same day under reference number 1328012010.

We attempted to contact you via phone at ************ and email at ************************* on September 10, 11, 12, and 15, 2025, but were unable to reach you. However, we received your email response confirming that your phone had already been unlocked and requesting that we address the poor customer service you experienced.

We sincerely apologize for any inconvenience this may have caused. Please be assured that we are committed to providing excellent customer service and value your feedback as an important part of our continuous improvement efforts. We will do our best to ensure that similar issues are prevented in the future.

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 1328169214.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/08/2025
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 activated a phone for my 10 year old son on 7/18/25. Last night the phone battery exploded and melted the phone. I have no access to the phone. Today I bought my son a new phone. I called to activate it and switch it to his number and because someone on their end entered my email address wrong, I cant have his phone number back. Someone being incompetent on their end should not be my fault. At all. I pay for this service. I have now wasted 200 dollars today on a phone that my son cant have his phone number back on. Also 90 dollars in time Ive put on the phone for him to use. That I lose now.
Business Response
Date: 09/18/2025
Dear ******* ******:

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

Your complaint states that your son has a new phone, and you intended to transfer his existing phone number and remaining service to the new device. However, you encountered difficulties completing the account authentication process.

Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

We spoke with you on September 10, 2025, via phone at ************. During the call, we requested the phone number you wished to transfer to a new device, which was identified as ending in 1435.

Our records confirm that this number was successfully transferred to a new phone on September 8, 2025, under reference number **********. The new device is currently active and properly provisioned on our network. You confirmed this information during the call and requested an update to the email address associated with the account, which was completed following successful account authentication. 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 1328176861.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/18/2025

Complaint: 23856526

I am rejecting this response because:

The company did nothing for me but update my email address in their records that THEY typed in wrong making me waste hours of my own time trying to get the phone switched over. I was able to do it on my own no thanks to them. A mistake on their part doesnt warrant a waste of my time. My time is valuable.
Sincerely,

******* ******
Business Response
Date: 09/23/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that we only updated the email address in the account, and that it took hours to transfer the phone number.

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 September 22, 2025, via phone number ************. Following our discussion, we confirmed that your phone number and service along with your email address are now correct, as you personally updated them. We then informed you that we would seek approval to compensate you for the inconvenience experienced during the email update and service transfer to the new phone. You agreed to this, and we will contact you again before your service end date.

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 1328176861.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/23/2025

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:09/08/2025
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.
Called in with a billing issue and was advised new taxes had raised my bill, agent advised its new and they would extend my service for four days. Upon leaving for work I was unable to use my phone. I am new to the area and could not get to work and became lost as I was unable to use my phones data to route me through denver traffic on the highways. When I tried to call my wife it routed me to customer service who confirmed I had service until the 12th of september. They were unable to fix it and advised I find my way home and contact customer service again. After getting home and almost 3 accidents and an hour later of being lost. After calling back in upon getting home they advised they were unable to transfer to a manager after being asked multiple times and refusing stating they were not allowed to escalate to a manager so they could listen to the last recording where service was extended. I am now out an entire 10 hour work day at ***** hr with 2 hours of overtime at 42 an hr. Agent who refused to escalate to a manager gave the name Jeha with agent number of ******.
Business Response
Date: 09/18/2025
Dear ****** ******:

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

Your complaint alleges that you experienced service interruption and was unable to get the assistance needed.

Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.

Upon review, we found that your Straight Talk account is active and properly provisioned on the network. We have confirmed that coverage is available in your area and no network outages have been reported.

Our records show that on September 7, 2025, a four-day service extension was granted to your account under reference number **********. The account remained active and was subsequently renewed on September 12, 2025, extending the Service End Date to October 12, 2025.

We initially spoke with you on September 9, 2025, via phone at ************. However, you requested a callback for a later date due to work commitments. We successfully reached you on September 11, during which you mentioned that your phone service was not working at your residence but functioned properly at your workplace. You also noted that the phone was activated at a ******* store. While we offered to troubleshoot the device, the call was made from the affected handset, so we arranged a callback at your preferred timearound 2:30 PM on Sunday. A follow-up call was made on September 14, but we were unable to reach you. We also sent an email to *********************** but have not yet received a recent response.

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 1328113995.

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:09/08/2025
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 recently signed up for Tracfone service on 7/16/2025.Everything was fine until 8/12/2025 when my account was intermingled with a totally separate account due to a system error.Since 8/12/2025 I have spent 10+ hours with chat support on multiple days and still have not managed to get everything properly fixed.I am hoping to reach someone who can help as I have been unable to escalate this past tier 1 support.(Problem #1) My Tracfone handset keeps getting deactivated via deactivation orders.After the 1st time support had no explanation. After the 2nd time support said it was due to being dis-enrolled from ******** and would keep happening.Safelink should in no way be associated with my Tracfone account.I do not qualify for Safelink nor have I ever applied, enrolled, or dis-enrolled from it.The totally separate account I mentioned earlier is actually a relatives account and it DOES have Safelink.Apparently the Safelink benefit from that account was transferred to my account on 8/12/2025 by a system error.The ***resentative who spent over 3 hours trying to restore our services apparently did not do it properly.(Problem #2) The Safelink phones SMS verification phone number is NOT the account phone number anymore. So the account owner can no longer receive SMS verifications from ********. This change shouldnt even be possible. (Problem #3) The Safelink phones Visual voicemail no longer functions properly. It worked perfectly before 8/12/2025. Now it says no connection to voicemail server almost all the time. Manually dialing voicemail will magically push messages through to the app. 3+ hours of support couldnt fix this. The *** ended by saying there were no more options. Appears to be a config issue on your end. Would a new sim card help?* The trigger for everything may have been when I deregistered a phone from my Tracfone account on 8/8/2025 and gave it to my relative with Safelink to upgrade her handset *
Customer Answer
Date: 09/15/2025
I missed a call back from ****** on 9/9/2025 and 9/11/2025 (he documented the calls with emails, the first was incorrectly addressed to a '******' - he also said he called on 9/10/2025 but he must have called the wrong number).
I called back the # provided on 9/10/2025 and spoke with ***** for 1 hour 58 minutes. 2 support tickets were opened since he could not resolve the issues on the accounts.
***** confirmed all the problems on both accounts stem from the "system error" on 8/12/2025 that transferred the lifeline benefit from the Safelink account to an (ineligible for lifeline) Tracfone account. So far, no one has been able to fully reverse this. The programming code required to cause this error is a serious glitch, the system analysts/programmers should try to fix the bugs that led to this. According to the government, an ineligible individual having lifeline service when they do not qualify for it can be a form of fraud, and Tracfone transferring a lifeline benefit to an ineligible individual could be in violation of the program rules.
****** called again on 9/14/2025 and started going through everything again. I am not sure why I need to keep explaining everything over and over. He said he would need to call be back the next day, we agreed on 9/15/2025 between 5pm and 7pm EST but he never called.
On 9/15/2025 one phone line received 4 missed calls from the ticket management department and the other line received 1 missed call. Attempted to call back the provided number but that just leads back to tier 1 support and did not go well.
It is very frustrating that the account issues seem to be so difficult to resolve - talking to me seems pointless as I have already spent upwards of 15 hours explaining the issues over many days since 8/12/2025 which hopefully have been clearly articulated at this point. I don't see what else I can offer, and hope that you are able to resolve the remaining issues. Thank you.
Customer Answer
Date: 09/17/2025
Received call from ***** on 9/16/2025 - he understands the issue that Safelink/Tracfone updated the Lifeline National Verifier with incorrect information, and that they have not been able to submit a fix. He asked if I can contact the Lifeline National Verifier at ************** to update the information for them. I told him a customer doesn't have that ability, but that I would try anyway. The ******** ***************** stated that only a provider can update the information, not an individual consumer, and confirmed that Safelink/Tracfone would have to update the information (and also confirmed Tracfone/Safelink is that party that updated the Lifeline National Verifier in August with incorrect information). Have a call scheduled back with ***** on 9/18.

Received call from ****** on 9/17/2025. He seems to be ignoring that I am working with *****.
There seems to be a real communication barrier with ******. He starts over from the beginning each time as if I haven't been over everything repeatedly, and then it takes 15 to 20 minutes of me repeating the same thing over and over. He wasted another 60 minutes of my time and my paid airtime before I said I had to discontinue the call. The only thing he confirmed is that the support ticket #********** that is supposed to fix the issue with the Lifeline National Verifier was CLOSED with no resolution? Makes absolutely no sense. He had me resetting the password on ************************** as if that would somehow fix things. It took over a half hour for him to sort of understand the issue which I have explained very clearly to numerous representatives since August 12th.

The issue can be clearly seen when my relative attempts to login to *********************************************** - upon login the user needs to receive an *** verification text sent by 3rd party company EMERIOS which uses the phone number associated with the account, obtained via the Lifeline National Verifier. But Tracfone/Safelink has updated the Lifeline National Verifier with incorrect account phone # information, so the phone can not receive the *** needed to login.

****** tried to say that the service is correctly set up in their system and that I was complaining about something that doesn't matter.

It matters.

The incorrect information that Tracfone/******** has provided to the Lifeline National Verifier means that the ******************* account does not accurately reflect the phone # that has ***************** The government states this is a form of fraud. I can not see how Tracfone/Safelink would be alright with leaving the accounts in a fraudulent state and calling it "good enough."

After 60 minutes ****** kind of seemed to understand the issue, but again there is no resolution.

I can't believe that after 36 days since the problems began that I was yet again explaining the *** issue to ****** today, starting from scratch.

At this point I am going to decline to speak with ****** again if he calls again and stick with the other representative.

***** understood the issues and is very competent.

The status of the 3 obvious issues with the accounts stated in my initial complaint:

- *********** disconnection issues on the Tracfone account have not happened again, so that appears to be resolved. ***** also found other issues on the account that he said were fixed.
- The incorrect *** verification # on the Lifeline account has NOT been resolved (this is a huge issue that is very difficult to resolve apparently)
- The visual voicemail issues on the Lifeline account have NOT been resolved (support has been unable to reset the voicemail and we may need to wait until the other issue is resolved)

1 out of 3 issues resolved as of 9/17/2025 (and many, many hours of my time taken up).
Business Response
Date: 09/19/2025
Dear ******* ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/08/2025, regarding BBB Case number ******** complaint.

Your complaint states that after a "system error" on August 12, 2025, your Tracfone account was mistakenly merged with a relative's Safelink account. This has led to your phone service being repeatedly deactivated. Additionally, your relative's phone is now experiencing issues with SMS verification and visual voicemail. You have spent over 10 hours with the customer support team without a resolution and are seeking to escalate the matter.

We spoke with you via phone number ************ on September 14, 2025. During our conversation, you confirmed that you gave your old phone (IMEI ending in ****) to your mother, but our system shows your current phone (IMEI ending in ****) is enrolled in her account. A ticket was created to address this system error, but it hasn't resolved the disconnection issues with your number (ending in ****). We informed you to contact the National Verifier for the update.

Thus we spoke with you on 9/17/2025 via the same phone number and confirmed that you tried to update the information with the National Verifier but were only able to change your personal details. You also noted that a third-party company is sending a verification code for your mother's account to your incorrect phone number. Therefore, we have sent an escalation to resolve this issue, we agreed for a callback once we received the escalation's response.

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 1328128045.

Based upon the foregoing, we will contact you once we receive updates on the escalation. Thank you for choosing Tracfone Wireless.


Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/20/2025
The previous response from ****** in the ******************************* shows he finally understands most of the issues.

However I strongly urge management to reconsider allowing ****** to communicate with customers.

Of all the representatives I have communicated with over the last 39 days, he was the most difficult. He wouldn't respond to simple questions nor acknowledge simple statements. He repeatedly asked the same questions that had already been answered. Please listen to the recording of the 60 minute conversation we had on Wednesday September 17th as supporting evidence. This is the only communication with a customer support representative I have had where you can clearly tell I am frustrated.

****** also seems to be ignoring the fact that, after I returned his missed call, I began working with another representative (*****, who has been great) to resolve the multiple account issues. ****** finally understanding everything is somewhat irrelevant since I have been working with ***** to resolve everything.

My time spent with chat and phone support trying to resolve the account issues is well over 20 hours at this point. Just the last 3 days was over 5 hours on the phone - 9/17 with ****** for ~60 minutes. 9/18 with ***** for ~2 hours 40 minutes then ~50 minutes with a ******** representative. 9/19 was another ~40 minutes with *****. And that doesn't count the prior 35 days.

Update on the issues - 2 resolved, 1 not resolved:

(Issue 1 - Resolved) My Tracfone line being deactivated appears to be RESOLVED from the account adjustments ***** made and the support ticket he created. It has not happened in ~2 weeks which indicates it is resolved.

(Issue 2 - Resolved) After communicating with ***** on 9/18 we finally determined that there is NO WAY to manually update incorrect information with the Lifeline National Verifier. The Tracfone/Safelink system that does the updates is walled off and inaccessible to all support representatives. Updates are only generated from scripts that run under specific conditions. I can understand the rationale but it just created a huge headache in this case since there was no way for anyone to correct the error (clearly there needs to be additional bug fixes or logic checks on account data in the system that validates updates, or an option to refresh the information sent to the National Verifier). The only solution was to cancel the existing application/account and start over from scratch, which would by default, create an account with the correct information. But there is no option for support to handle any of this. It fell on me, the consumer, to do all of the work reapplying for everything. I did spend my time and go through the process and now the issue with the Lifeline National Verifier is RESOLVED. It wasn't fixed, we just had to scrap everything and start over, which is not ideal. ****** does not need to have an open ticket for this issue since it is now RESOLVED.

(Issue 3 - Not Yet Resolved) The visual voicemail issue on the Safelink account remains NOT RESOLVED. For whatever reason, all efforts to reset the voicemail have failed. There is a new support ticket which will hopefully fix the issue (which to recap, is that visual voicemail rarely connects with the voicemail server despite strong cellular data and wifi connections). It is still unclear why this began at the same time as the other account issues, but there may be some connection that is not apparent. I am not even sure if simply resetting the voicemail will fix the issue, but perhaps resolving the issue preventing voicemail from being reset will also resolve the issue with visual voicemail. The ticket should hopefully be taken care of in the coming days.

Simply upgrading a phone should not cause this amount of work for a customer! I very much appreciate that support has been working to resolve all the issues and understand that there have been hiccups in the process since this has apparently never happened before.

***** graciously offered compensation in the form of Tracfone account credits as an apology for having to deal with all of these issues for so long. It is appreciated, but doesn't quite make up for all of my hours spent. Should you wish to offer any additional account credits, that would be great!
Customer Answer
Date: 09/20/2025
Better Business Bureau:

I have been asked to accept or reject the business's response to this complaint.

As the purpose of the complaint was to get to a response from the business and escalate to a higher level of technical support above tier 1, the complaint was successful.

2 of the 3 account issues have been resolved and the remaining issue is currently being addressed and will hopefully have a positive resolution in the coming week.

I would like to offer my thanks to representative ***** for his excellent customer support during this agonizingly slow process. He was just great.

As I said in my last update -- Simply upgrading a phone should not cause this amount of work for a customer. I very much appreciate that support has been working to resolve all the issues and understand that there have been hiccups in the process since this has apparently never happened before.

***** graciously offered some compensation in the form of a few Tracfone account credits as an apology for having to deal with all of these issues for so long. It is appreciated, but doesn't quite make up for all of my hours spent over the last 39 days. Should Tracfone wish to offer any additional account credits, I would not turn them down.

And it looks like the BBB is suggesting that I include:

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

Sincerely,

******* ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

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