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

3,480 total complaints in the last 3 years.
814 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:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchase a phone and monthly minute plan through straight talk website on the 17th of Aug. with 1-2 day shipping plus the processing and shipping wait of 1-3 days. Here it is Thursday and its still waiting remote fulfillment. I just got a email saying it was on back order but it clearly stated on the website after I purchased it that it was and it would be shipped by 8/20/2024. Yup was a complete and bold lie. Almost a week after I had place my order they can tell me when I should be receiving it or nothing. So I asked why are they selling phones that havent even got in stock that makes no sense? I got no response or answer on that. Its no rele the point that its delayed its principle of they have done this to me every time I order a phone thru them. They immediately take my phone off my card and then drag their feet on getting the product to me.
Business Response
Date: 09/04/2024
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2024,regarding BBB Case number # ******** complaint.

Your complaint states that you ordered a phone and a service plan through Straight Talk website on August 17, 2024, with 1-2 day shipping; however, you still has not received your order. You also received an email stating that the status is in back order, when it should not be when you ordered it.

In order for us to review your order details, we will need the order ID and email used when you processed the order. We are unable to investigate this issue further at this time. We will continue to investigate this issue and update our findings once additional information is provided. It would be best to speak with you to gather necessary order information and provide further assistance.

We have attempted to contact you via phone number ************ and email ********************** on 08/23/2024, 08/25/2024, 08/28/2024, 08/29/2024 and 09/04/2024, to discuss the matter with your complaint. However, we were unable to reach you and you have not responded to our emails.

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

Please refer to email reference number ******* or Ticket Number 1304000798.

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

**************************************************
Initial Complaint
Date:08/21/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For July and August 2024 and also in February 2024 the contracted 500 texts through auto refill have not been added to my usage account. Once I am not able to send/receive texts I need to call **************** and ask them to resolve the issue and credit the required missing texts. I am told each time about a 'glitch'. Today, August 21, 2024 I called and again explained the missing texts. ******* did add...Ticket #********** but the texts have not yet shown.
Customer Answer
Date: 08/22/2024
On 8/21/2024 TracFone did add the required 500 text to my account. I am wanting them to also fix the 'glitch' that keeps causing the problem.
I apologize but did not recall when I submitted my original complaint. I had to purchase a new cellphone on 3/13/2021 when my screen became unresponsive. I stayed with TracFone, transferred my phone number. I had a very high accumulation of text and minutes that TracFone failed to roll over to my new phone. Everything stayed the same as far as my TracFone enrollment...same plan, number, etc. I believe they should compensate for the loss of text/minutes.
Thank you for your help.
Sincerely,
*******************
Business Response
Date: 09/04/2024
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2024, regarding BBB case # ******** complaint.

Your complaint states that there are several months where the text message balance were not updated after you add a service plan with 500 text balance to your account, and you will need to contact customer service to add the balance. You wanted this issue to be fixed.

We reviewed your TracFone account;it is active and provisioned in our system. The account is enrolled in the automatic payment of the TracFone $15 30-day service plan. Account history shows multiple tickets created to manually add the service plan balance to the account, since you reported you did not receive it. We reviewed your latest service plan purchase on 8/7/2024, and verified that the service plan was added successfully; however, your 500 text message balance was used up as of 8/21/2024. You reported having issues with the text message balance on 8/21/2024, and our agent added another 30-day service plan with 500 minutes,500 texts and 500 MB of data balance, with reference ticket number 1303888507.

Nonetheless, as a courtesy, we have added a total of ***** text message balance to your account on 8/25/2024, with reference number 1304110553.

We spoke with you via phone number ************ on 8/28/2024, and discussed the status of your account and service concerns.You were informed of the above mentioned information, and you confirmed receipt of the text message balance we added.

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

Please refer to email reference number ******* or Ticket Number 1304014139.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/17/2024

Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:08/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Straight talk refused to let me talk to a supervisor. Employee Name Jessa I'd # ******. I just needed to get my service paused due to my phone being stolen. And they refused me service.
Business Response
Date: 09/04/2024
Dear ******** ********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you requested to speak with a supervisor to assist you about your stolen phone in which you want to pause the service; however, the request was denied.

We apologize for any inconvenience this may have caused you. Nevertheless, please know that we value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

In reviewing, your Straight Talk account with phone number ending in 4537 is active and record shows that service is being used.

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

We attempted to contact you via phone number ********** and email *************************** on 8/28/2024, 8/29/2024, 8/30/2024, 9/02/2024 and 9/03/2024, but with no success. We have not heard from you or received any email response. We need to speak with you directly to discuss this matter.

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 1304275877.

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:08/20/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 14, 2024 I re-activated an old TracFone Android cell that still carried the phone number that TracFone ported to Spectrum on Sept. 20, 2022. The phone could still accept and make calls; when I reprogrammed the Android to a SIM and number issued by Consumer Cellular, TracFone sent a signal to the phone that reinstalled TracFone on the device and blocked the new number. The only way it could do that is if that phone number was still active -- 2 years after it was ported to Spectrum. TracFone also blocked access to the same number now active on the iPhone, now controlled by Consumer Cellular. When I called, TracFone representatives wanted $300 then $160 to unlock the device and port the 6051 number -- unnecessary actions if Spectrum fully ported the number 2 years ago. It also explains the dropped calls, location issues and more I've had with the number since ******* September and December, I filed complaints with your BBB, only to see TF claim I was under a non-existent contract and delay releasing devices tied to the number for two additional months. Turns out they never ported the number, either. I closed the account that September, yet TF asked I renew it last June. I recently provided TF with receipts, dates and order numbers -- like back then they insisted I provide ticket numbers -- which also never existed. Spectrum is checking valididity of the port, I filed formal complaints with the *** on Monday (ticket *******). I am unable to be contacted via phone until I get paid on Friday. This issue is likely common, as TracFone is experienced at it -- glad it's going out of business. Please let me know what you think. Thanks and sincerely, **** ******
Customer Answer
Date: 08/20/2024
I will send an additional information when my phone numbers are activated again. TracFone has total control over that even though it will lie and deny it. They just we're fined by the *** for the very same thing on July 24 how much credibility does that give them?
Customer Answer
Date: 08/27/2024
Updated FCC Ticket No. ******* with this message:
Didn't know until today that you fined Tracfone for the very same
Cybersecurity issues I've been trying to explain. Missed iPhone and
computer communications, location issues, signal fade, etc. It all can
be attributed to their BS. They still won't release the Android phone
without a $300 or $160 or $6 fee -- attachments include receipt and
confirmation numbers and codes from 2022. Provided all to them when they
called on this complaint -- and reiterated their old extortion tactics.
Please put them to sleep.
Customer Answer
Date: 09/01/2024
My response to Tracfone's lame excuse follows. I am also attaching receipts from 2022, focusing on the two phones, and most important that TF failed to port over the ************ phone number THAT WON'T BE COMPLETE UNTIL I remove the connection from THE LGE322 PHONE! TF certainly didn't do that -- why are they being so protective of something that's clearly not theirs? I BOUGHT BOTH PHONES - CAN'T THEY SEE THAT? They have not attempted to call, and lie about being unable to reach me. My old number appears on the *** it is still receiving messages and is tied to Tracfone's voice mail. Why?
Re: {External} Re: BBB_22171514_Unloking Request/ Por Out Issue/Refund Request (KMM16926713V52804L0KM)
Will Wright <***************************> Fri, Aug 30, 7:10?PM (2 days ago)

Reply to tfbbbassist, bcc: me

You guys keep coming up with different excuses dont you? This was the device before the Apple. If you guys cant read whats below I feel sorry for you. Its not the correct ticket number. Its not the correct order number. what you just said has nothing to do with the dates and the order and tracking numbers below .
All this does is prove you guys are idiots. There is no call. There is nothing that indicates you have even attempted but once this week, and even then you wanted a $160 extortion fee. Why dont you live by the terms you posted on your website? The device was purchased prior to November 2021. It was in service for nearly 2 years and I kept Tracfone service more than 12 months after that. The reason why you cant get a hold of me is because my phone number is still tied to the phone youre holding hostage.
Auto Internal
Status
Closed
???????? 06/26/2022
???????? Auto Internal
???????? Status
???????? Closed
???????? Ticket Numer:
???????? 1257898848
???????? Description:
???????? Line:
???????? *************** - **************
???????? Tracking Numer:
???????? 1257898848
???????? Ticket Numer:
???????? 1237663444
???????? Description:
???????? Line:
???????? *************** - **************
???????? Tracking NumBer:
???????? 1237663444
Details
Line nickname:350252712916561Edit
Phone Number:**************
Device:LG Journey? LTE - 32GB
Handset:***************
Zip Code:78130
Customer Answer
Date: 09/01/2024
My response to Tracfone's lame excuse follows. I am also attaching receipts from 2022, focusing on the two phones, and most important that TF failed to port over the ************ phone number THAT WON'T BE COMPLETE UNTIL I remove the connection from THE LGE322 PHONE! TF certainly didn't do that -- why are they being so protective of something that's clearly not theirs? I BOUGHT BOTH PHONES - CAN'T THEY SEE THAT? They have not attempted to call, and lie about being unable to reach me. My old number appears on the *** it is still receiving messages and is tied to Tracfone's voice mail. Why?
Re: {External} Re: BBB_22171514_Unloking Request/ Por Out Issue/Refund Request (KMM16926713V52804L0KM)
Will Wright <***************************> Fri, Aug 30, 7:10?PM (2 days ago)

Reply to tfbbbassist, bcc: me

You guys keep coming up with different excuses dont you? This was the device before the Apple. If you guys cant read whats below I feel sorry for you. Its not the correct ticket number. Its not the correct order number. what you just said has nothing to do with the dates and the order and tracking numbers below .
All this does is prove you guys are idiots. There is no call. There is nothing that indicates you have even attempted but once this week, and even then you wanted a $160 extortion fee. Why dont you live by the terms you posted on your website? The device was purchased prior to November 2021. It was in service for nearly 2 years and I kept Tracfone service more than 12 months after that. The reason why you cant get a hold of me is because my phone number is still tied to the phone youre holding hostage.
Auto Internal
Status
Closed
???????? 06/26/2022
???????? Auto Internal
???????? Status
???????? Closed
???????? Ticket Numer:
???????? 1257898848
???????? Description:
???????? Line:
???????? *************** - **************
???????? Tracking Numer:
???????? 1257898848
???????? Ticket Numer:
???????? 1237663444
???????? Description:
???????? Line:
???????? *************** - **************
???????? Tracking NumBer:
???????? 1237663444
Details
Line nickname:350252712916561Edit
Phone Number:**************
Device:LG Journey? LTE - 32GB
Handset:***************
Zip Code:78130
Business Response
Date: 09/06/2024
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 20, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you reactivated an old TracFone device you had with Consumer Cellular; the phone worked but at some point, it stopped working due to TracFones intervention. In addition, you want your number ************ released from TracFone.

In reviewing, the TracFone device with **** ending 6561 was deactivated on 8/10/2022 due to non-renewal of service. The device unlock status is still locked. Upon checking Unlocking Eligibility, the device did not meet the unlocking requirement; however, it can still be unlock for a fee of $6 plus taxes and it is non-refundable.TracFone Wireless Unlocking Policy has the condition that you must meet before a phone can be considered eligible for unlocking which is, The phone must be in working condition and turned ON (must be with a service/active).

Meanwhile, your phone number ending 6051 was ported out on 9/19/2022, with reference number **********. This number was last associated to an iPhone with **** ending in 9912 that is already an unlocked device.

We spoke with you on 9/02/2024 via phone number ************ and confirmed that the old number ending in 6051 has been ported out. However, you were concerned about the notification you received that the number was still connected to your old phone with **** ending in 6561. Please know, that in the event this old phone with **** ending in 6561 was not completely reactivated with another phone number, the device will still display the last number it was assigned with, but this does not mean that your number is assigned to that phone. In your case, the **** ending in 6561, it needs to be unlocked so that you can use it with a different service provider.

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 1304328789.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/19/2024

Complaint: 22171514

I am rejecting this response because: despite overwhelming proof and the original receipts from the purchase of the phone in question from 2021 and subsequent Receipts from 2022, that BBB already has and TracFone has the company still refuses to release the phone. It locked without permission after I inquired about it on August 14 , it was locked on August 17. It still has the same number. I cannot Continue to function with The same phone number on two different devices. They know that. Their offer of six dollars to reactivate. My phone starts up a whole New World of issues that they will deny. I gave them receipts to the last two phone cards. I activated within a month of each other in 2022. $19 each in between they tacked on another amount on an Apple phone that I never authorized. Ive given them enough money and Im not falling for their tricks again. They know the phone is mine. I have attached more proof of what Im going through on the Apple phone and 6051 number that cannot hold location and sends voicemail goes to tracphones Voicemail number. I cannot receive calls on the phone. Im doing this from because the other phone is still active.
This is their third Excuse, why should I pay for a phone? I purchased three years ago and then transferred to a new number only to have them re-lock it on August 17.? I have made countless calls to countless employees who all have Different excuses. I have made 20 calls to them since this first began on August 14. They first claimed they cant get a hold of me why because my Apple phone keeps going to their voicemail. No one can send in messages to the Apple phone because of the same issue.
The six dollar unlocking fee is a ploy and it was one that followed requests of $300 and $160then requires me to sign up for Long-term service. They sent me an unlocking request that I filled out and they have ignored because they want me to be their slave for another 3 to 6 months.
I cannot use a third phone number On the ** phone either. Ive asked them to let me temporarily install a third phone number so I can erase the 605 number from that device.That Was refused.
Its not just about a $29 phone and a $68 payoff two years ago I cant get the current phone to work correctly and havent for the last two years
Attached are more screenshots of what Im going through. ***** is working with me.Even they are powerless to do Fix about what another carrier Illegally started. My current carrier cant do anything about it either..
Im gonna tell the *** the same thing and I fully expect BBB of ************* decide with track on this because they clearly did in 2022. *** has different plans Im certain. Thank you for your time and sincerely, **** ******.

Sincerely,

**** ******
Customer Answer
Date: 09/25/2024
TF recently locked the Android phone I bought free and clear two years ago, one with the same phone number assigned to my Apple iPhone 12 -- which has had the same location issues and more two years before I left TF in 2022.
TF has no records; they are using mine as they continue this charade. For the record, they are talking about the iPhone 7 I bought unlocked BEFORE the android in question. TF locked the ***322DL I purchased UNLOCKED in ******** in 2021 the same way it did the iPhone I bought in August 2022.

They locked the *** around 6 p.m. Aug. 17 -- TWO DAYS AFTER I asked them why my older phone had the same number (ending in 6051). I've spent the last six weeks asking 50 TF employees why such a greedy company demanded $300 then $160 then $6 to unlock a paid phone -- despite dozens of receipts proving otherwise.

I want Tracfone to guide me through unlocking that phone and installing another number. ************************ indicates ** certificates on the Journey 30, or **L 322DL, and IDs it as the only other data user under ************.

I also now demand Tracfone reimburse me $300 for the Apple Phone 7 and accessories they stole from me two years ago. They are lucky -- as the *** is definitely looking into TF rebreaking agreements stemming from $50 million in fines.
TF has put me through h*** since 2020 -- dropped calls, lost rewards points and saved data, unsolicited contrtacts, locking phones sold as unlocked, and more.
Business Response
Date: 09/27/2024
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your phone is still not released/locked despite providing proof of your ownership of the phone. You have been provided different reasons as to why the device could not be unlocked, and were asked to pay $6 to unlock the phone.

In our review, the account is no longer active since 9/19/2022 after the phone number ending in 6051 was ported out to another service provider, with Port-out reference number **********. The iPhone with IMEI ending in 9912 is already unlocked in our system with reference unlocking ticket number ********** created on 10/9/2022.

On the other hand, the ** phone with IMEI ending in 6561 has been inactive since 8/10/2022 after the number is transferred to the abovementioned iPhone device.The phone is locked with TracFone. Please be advised that TracFone Unlocking Policy indicates that the phone must be Activated. For the device to be eligible for free unlocking, it must be reactivate in the TracFone service. Otherwise, a $6 unlocking fee must be paid to unlock the phone.

We spoke with you on 09/27/2024 via phone number ************, and discussed the status of your account and service concerns. We discussed the aforementioned information regarding the unlocking of your ** phone. However, you refused to pay the charge saying you do not want us to call you back anymore and refused to be assisted.

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 1305845268.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a complaint on April 17, 2024 to get my minutes/texts/data adjusted for my new phone. I was able to get the correct amount; however, I'm unable to use my data no matter how many times I try to turn it on to use it. I have attached my current amount of minutes/texts/data. I would like to be able to use the 9.83 gb of data.
Business Response
Date: 09/02/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 20, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues using your mobile data.

As per investigation, phone account is active and well provisioned in the system.Record shows that there was a previous case filed on 4/19/2024 refer to ********** and compensation units was provided on 4/22/2024 refer to **********. Account has enough data balance but we found no data usage. Since customer having an issues with the data, we need to speak to the customer for further assistance with the issue.

We reviewed your TracFone account; it is active and provisioned in our system. The device is connected with the updated network standards, and we have confirmed that you have ******* coverage in the area; however, we found no data usage in the account. With this, it is best to speak with you directly to discuss this matter and assist you accordingly.

We spoke with you on 8/30/2024 via your alternate contact number ************, and discussed the matter with your account and service concerns. We were able to identify the reason why the mobile data is not working; it was because the Access Point Name (***) was not updated. With this, we manually updated the *** of the device, and you confirmed that the mobile data is working. You further confirmed that the calls and texts were also working properly.

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

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

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
At the end of July, I dropped my cell phone and broke the screen. I debated keeping or replacing it and contacted my provided - Tracfone, for input. They offered an out of warranty replacement - similar phone and my account data already paid for would carry over. I sent them my broken phone via *** on 8/3/2024 and they received it on the following Thursday. I did not get the replacement after waiting a bit, so I called them and then received it on 8/16 or 8/17. I did the normal setup and then, as instructed by them, called to get it activated and have everything switched over. I spent two hours on the phone with multiple people who could not accomplish this. In order to verify my identity, they said they needed to send me a text message with a code. As I explained to them over and over, I can't get the text message without the phone being active. I suggested alternatives like my email, my wife's TracFone, etc. and they wouldn't try them. They asked me to update my account on their website to allow for email, but it would only tell me to call them. I offered to give them my password so they could see my setup. They refused all options. They are aware and apparently okay with having the funds I paid for the 365-day plan ($227.41) on 3/6/24 without having a working cell phone. They are aware that I need this for other things such as my retirement accounts and ********* I am 71 years old. They also know I have been their customer for many years which is why I assume they offered the out of warranty exchange. I feel this is a clear example of consumer fraud as I can't get them to active the replacement phone and they won't refund any previously paid funds. They did offer to give me a new phone number, but I would lose what I have paid for and start at zero again. And I only mentioned my age because I also think this is elder abuse.
Customer Answer
Date: 08/23/2024
I did receive a call yesterday from TracFone based on this complaint. They were not able to help me on the phone but promised a call withing 72 hours. They called again today (***********) and the phone is now active. However, I don't consider this completely resolved because TracFone My account on my computer still does not show any active lines or my current contract. I wanted to let you know that there has been progress.
I appreciate your prompt attention to my concerns and will provide further updates.
*****
Business Response
Date: 09/04/2024
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 19, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have a replacement phone and wanted to activate it with your old number and service; however, you are unable to authenticate the account.

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

In reviewing, the replacement phone with IMEI number ending in 8895 was activated on 8/23/2024 via phone upgrade process. Reference number **********. You were able to keep your number and paid plan.

We spoke with you on 8/26/2024, 8/28/2024, and 9/02/2024 via phone number ********** and confirmed that your phone works; however, you were unable to access My Account. Thus, an escalation was filed to resolve it and on 9/02/2024, it was fixed, you are able to login to your My Account both the app and via web.

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 ********.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 09/05/2024

Complaint: 22162964

I am rejecting this response because:

The response misleading. I have spoken to numerous **** who each seem to be responding to different contacts. There is little coordination between them, so I also seem to be explaining my current status each time. There has been a dozen or more calls with 4 different people. As they are well aware, I do seem to have a working phone and I am able to access TracFone My Account on the phone with my email, phone number and serial number. But I am not able to access it on their website with my phone number or serial number. I have attached a screen shot of what I get when I try. Most recently, I spoke to **** who I think was calling in response to my *** complaint. Previously, I have spoken with ****, ******** and ***********. They always escalate the issue and then do not come back with a solution. The most recent comment they made was "just wait about 10 days" and it should be okay. I have been waiting for a significant period for them to fix this.
The good news is that I have a working phone and can access my TracFone account on it or by using my email on their website. The bad news is that they seem incapable of fixing the issue with website access via my phone number or serial number. While this may seem minor, I am concerned about any possible issues I may encounter if I need assistance from them in the future.
I should note that my wife has a TracFone and she can access her account online using all 3 methods.
It is regrettable after all this time and the numerous phone calls with them that their apparent final response is to say the issue is resolved without mentioning the open issue with the website. I would like this to be resolved completely. Failing that, their closure letter be accurate as to what has been resolved and what hasn't been.
Thanks.

Sincerely,

***** ******
Business Response
Date: 09/13/2024
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 5, 2024, regarding BBB Case number ******** complaint.

Your complaint states that the information from the response you got to your initial complaint was incorrect. Your issue is not completely resolved; you cannot still access your account through the website using your phone number or serial number. You have been dealing with the issue with 4 different people and you have been informed that they are escalating the issue, and it should be fixed in 10 days.

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

We spoke with you on September 11, 2024, via phone number ************. Upon conversation, it shows that the issue is still not resolved. We have further reviewed your account, and it shows that your information was properly registered. Thus, we agreed to escalate the issue with the screenshots you have provided for further review.

We tried to get in touch with you by phone call on September 12, 2024, to provide updates, but to no success. Please know that we are still working with the escalation and will do our best to address the issue accordingly.

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:08/19/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son's phone has not been able to use wifi in any location for the past 2 weeks. When I contacted tracfone about it they spent 45 minutes telling me it was a problem with my home wifi, which it is not. He isn't able to contact me at times because of the general dysfunction of the phone. His phone is useless. I also was given incorrect directions on blocking a phone number from my daughters phone. Someone was sending her harassing text messages with explicit contact. She's 11. I had to file a police report and tracfone is unable to give me directions on how to block the phone number from her phone. I don't want these phones anymore. I want refunded the cost of the phones and the prorated balance of my plans.
Business Response
Date: 09/02/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 19, 2024, regarding BBB case number ******** complaint.

Your complaint states that your son was not able to use Wi-Fi for the past two weeks and no one was able to assist you on how to block a number on your daughters phone; with that, you do not want the phones and wants to get a refund for the phone and prorated balance of your plans.

TracFone Wireless Terms and Conditions under Return Policy states that, If you purchased a Tracfone phone from a retailer or wireless dealer (and not from Tracfone directly either by phone or online), your Phone purchase is subject to that retailers return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase.Tracfone will not process the return of any Tracfone phone sold to you by a retailer or wireless dealer. However, if you purchased your Tracfone phone from Tracfones official website, you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your Phone and pay for the shipping cost to send it back to us.

In reviewing, we found your TracFone account; it has two active lines. The first line has a phone number ending in 6155, as we check, no report of any concern was ever recorded for this number. The second line with phone number ending in 0475; however, has a report for an unable to make and receive call concern on 8/14/2024. A one-year unlimited talk and text plan was added to the account.The plan was purchased together with the phone on 4/13/2024, order number ********* with merchant id *******************.

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

We spoke with you via phone number ********** on 8/20/2024, 8/21/2024, 8/25/2024, and 8/30/2024, and you agreed to troubleshoot the phones involved. It turns out that after the troubleshooting, the issue still persists; with that, we advised you to reset the phone, to contact manufacturer regarding the Wi-Fi error,Failed Connection, and a replacement device was offered but you declined and instead a refund was requested. On 8/30/2024, as agreed, a refund of $160.79 was processed with transaction reference number *************FTY. Please allow 3 to 5 business days for the credit to be posted or it might take up to 30 business days depending on your banking institution.

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

Please refer to email reference number ******* or Ticket Number 1303855035.

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: 09/03/2024

Better Business Bureau:

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

Sincerely,

April Leitshuh
Initial Complaint
Date:08/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or around the first week of Aug of 2024 I purchased a Trac home which I paid $29.99 as well as $20 for a TracFone refill up card for a total of ***** plus state purchase taxes which came out to a total of $64.00. Upon opening my phone not even 24 hrs into using it I noticed it would intentionally not just turn off one feature but 2 one which was my screen light & the other (and more importantly the reason to even pay for a phone) is 2 listen to callers when they call you and I noticed that the phone would shut my speaker phone literally rendering the phone useless as well cause what's point of even paying for a phone if you can't even receive or hear incoming calls none the less I was able to look pass those 2 issues (even though as consumer I shouldn't have to) & it wasnt till 2 days ago that I received a message from Tracfone asking for feedback and I even thought I don't think I should be truthful as from past experience anytime I would get asked questions & gave my honest opinion I somehow would encounter speed *************** along the way after feedback which was I was hesitant about explaining to feedback that when I'm at home and try to connect with my home wifi it seems to drop more.often than not & forcing me to have to use my mobile data and only reason I mentioned it was cause the other 2 issues that I could get & got over being that I don't ever get any calls I didn't even bother reporting and the screen light issue I could always turn it back on but reason I bought phone & also pay for hone wifi is so I can feel free.2 use them which Im unable too cause phone forcing me to have to spend my mobile data My point and to make long story short I find it highly suspect ever since TracFone asked for feedback the problem began specifically with issue I pointed out long story short seems they only like yes ************ you point out issue you become the problem!? Sincerely E Z
Business Response
Date: 08/30/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your TracFone device is not working right.

In reviewing, we found that a warranty replacement ticket was created on 8/18/2024 to replace your defective phone.Reference number **********. The replacement device was delivered via *** with tracking number 1ZY870930200357075 on 8/26/2024. To this date, the replacement phone is active and provisioned in the network.

We spoke with you on 8/29/2024 via phone number ********** and you confirmed that your phone is working well and that we can close the case.

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 1304215191.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 5th I purchased 40$ monthly plan and my phone went off about 2 weeks later, I called and they said that I had to get my lifeline number removed from my account bc that's what made it go to a pay as you go plan , they said they would reinstate my plan and take care of problem.It took me 4 days and still nothing was done, I had to add another 20$ phone plan just to call them and because I added the 20$ they couldn't reimburse the 40 , it was all lies... TracFone lies This month same.***** happened and I refuse to spend another time with this lying , stealing , company .. I want to be reimbursed for everything I have spent in the last 2months. Spent 20 then 10
Business Response
Date: 08/29/2024
Dear ***********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2024, regarding BBB case # ******** complaint.

Your complaint states that you added the $40 30-day plan to your account on July 5th: however, it got disconnected 2 weeks later. You contacted customer support, about this matter and a resolution has not been provided. You had to purchase extra $20 service to be able to call customer support. You are now requesting a refund.

We reviewed your TracFone account;it is provisioned in our system. As per accounts Transaction History, you redeemed a $40 30-day unlimited plan on 7/4/2024, to your phone number ending in 1335, which was associated with an IMEI/Serial number ending in 5498. The number and balance was then, transferred back and forth to another device with IMEI ending in 0923, on 7/7/2024 and 7/15/2024, before it got transferred to the current phone with IMEI ending in 0872 on 8/8/2024. Multiple replacement service tickets were processed to the account to fix the issue.

We also found out that you purchased a $10 1GB data add-on on 7/28/2024, and a $25 30-day unlimited plan with 3GB of data on 8/7/2024. Usage Records indicate that the phone is working.

We successfully spoke with you via phone at ************ on 8/23/2024; you indicated that you added the $40 plan with a physical airtime card from ******** but the service that time did not work. We authenticated your account as **********************' customer account authentication policy adheres to strict security standards to protect its customers' information. And offered you to replace the service with the same type of plan. On the other hand, you requested a refund of $21.48 and $10 for the extra service you paid but did not receive. We deemed your request valid,thus, we processed the refund for both transactions. Please allow up to 30 business days for the refund to reflect on your account.

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.

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

Please refer to email reference number ******* Ticket Number 1303832529.

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

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:08/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 9th, 2024, I put minutes on my husband phone like I have been for several years now. I put it on my credit card, $30.00 plus tax and it always comes up $33.28. My husband was using his phone talking to his son and all of a sudden, the call was lost. We thought nothing of it and figured it was his son's phone. The next day my husband tries to call me, and he has no service. I call about his phone and customer service does all kind of things to see why it was not working. After about an hour customer service says he don't have any minutes. I informed them that I just put minutes on his phone on the 9th, and they tell me that they used the $33.28, for 120 minutes. I told them that no I didn't, and I put it on a monthly plan, as I always do. They just ripped me off $33.28 because I had to buy another monthly card, which was another $33.28. We both go with the monthly plans on our phones and have never had any problems.
Business Response
Date: 08/29/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 18, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you added a new plan to your husbands phone, but he lost phone service and was told to have used the minutes and had to buy a new plan.

In reviewing, the TracFone Wireless account is active. The record shows that a redemption was made on 8/08/2024, a Tracfone $29.99 - 120 Minute / 90 Access Days was added, and another plan was added on 8/17/2024, a $30 unlimited talk, text and 5GB of data / 30 Access Days. The redemption channel for both plans is via Interactive Voice Response (IVR) system. We found no record of any service interruption reported between 8/08/2024 to 8/17/2024. For any technical related concern,troubleshooting is a must.

We spoke with you via phone number ********** on 8/21/2024 and you confirmed that the service is working.You requested a refund on the airtime purchased last 8/08/2024, to aid with the request we had to call our investigating department to check the service usage of the phone ending in 6016; it was determined that the plan was used, 397 minutes of call usage was provided. With that, refund was denied and you agreed to call technical support if the same scenario were to happen again.

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 1303940834.

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

Sincerely,

Executive Resolution Department

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