Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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.

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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:08/16/2024
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.
Dates: May 26, 2024 and Aug 15, 2024 I was not able to use the data I added to my account. The first time, I used my points and the second time I paid $10. They took both my points and my money and I still cannot use my data.On May 26, 2024, I went through several calls with Tracfone customer service and they were not able to fix my data issue. It shows that 1 gb was added to my other plan but I have not been able to use it. I had to buy a new sim card, which ended up not working with my device so I went back to the old sim card, and had to buy another 3 month plan from Tracfone just to use data.On Aug 15, 2024, I paid $10 for 1 gb of data that they claimed to have added to my account, but it did not get added. They refused to give me my money back. First claiming that they saw that the data was added to my account, and later claiming that I had never made any purchases on Aug 15, 2024, even though the website and app shows my payment history and the purchase as approved.The payment history shows a payment on May 26, 2024 for $1000.00, or the 1000 points I used, that was approved. It also shows another payment on Aug 15, 2024 for $10, which was also approved.
Business Response
Date: 08/28/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/17/2024, regarding BBB Case number ******** complaint.

Your complaint states that you are not able to use the data that you bought from Tracfone.

We reviewed your TracFone account; it is active, but not provisioned properly in the system. We found some mismatches in the programming of your account due to a systemic issue. In addition, TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

The contact number you provided is currently unavailable; thus, we attempted to reach you via e-mail address ******************** on 8/20/2024, 8/21/2024,8/22/2024, 8/23/2024, and 8/26/2024, to discuss the matter with your complaint.However, we still has yet to receive your reply. We need to speak with you over the phone to conduct the necessary troubleshooting step and fix your account.

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

Please refer to email reference number ******* or ticket number **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To BBB, this is a new complaint.A total of ****** rewards points disappeared from my rewards account. 7000 + 7000. These are for referrals. They show in my account rewards activity but not in the total. Recently, I've had 5 referrals so far this month so pending points for those should be 7000 x 5 or ******. Right now there are only ******+ pending. I want the points returned. Thank you!
Customer Answer
Date: 08/19/2024
It happened again. Now there are a total of ****** points missing.
Customer Answer
Date: 08/22/2024
BBB please correct the phone number on the complaint. Should be ************. Thanks!
Customer Answer
Date: 08/27/2024
To BBB: No response from Tracfone in more than a week. This is not like them. Usually they call me with 2-3 days. Maybe this complaint is screwed up because the phone number was missing a digit. You corrected it but I'm thinking maybe this complaint should be cancelled and I'll start a new one?
Customer Answer
Date: 08/28/2024
To BBB: Tracfone has contacted me regarding this complaint so I will wait for them to resolve it.
Business Response
Date: 09/10/2024
Dear ***********************:

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

Your complaint states that you lost ****** reward points from your referrals. It shows on your account rewards activity but not in total. You should have ****** points in total but only shows 21, 000 pending points.

In our review, we have confirmed your participation for the TracFones Refer a Friend program with a total of 5 referrals allowing you to be eligible for 35, 000 reward points, however, 21, 000 points were removed from your account. Thus, we need to further review your case to provide proper assistance.

We spoke with you on August 28, 2024, by phone ************. We have further reviewed your account, but due to the limited information available, we submitted an escalation to address the matter accordingly. Escalation ticket was created with ticket number 1304280694.

On September 2, 2024, we received a response from the escalation submitted. As per internal review, it was identified that 3 of your referrals violated our terms and conditions for the program. We spoke with you and provided the information, but since we cannot provide you with the exact violation causing the removal of your points, we suggest contacting ************** for further information and possibly file for a dispute of points.

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 1304281617.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/17/2024

Complaint: 22154850

I am rejecting this response because:
Tracfone failed to provide a reason for removing the ****** points. I don't believe it possible I violated any rules. I read all the terms and conditions and followed the rules. Tracfone should be required to provide the reason instead of hiding behind security reasons.

Sincerely,

***********************
Initial Complaint
Date:08/16/2024
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.
August 15, 2024 21:45 hours I was using tracfone wireless website to put a prepaid plan on my telephone. I have two seperate telephone numbers and use different plans for both.One plan has blutoooth capability and one does not. The plan that uses the blutooth capability had two weeks left on a thirty day plan. ********** IS THE TELEPHONE NUMBER. The one that does not was one day out of service and the one the non-blutooth plan was meant for.When applying the plan to my telephone through their website I inadvertantly put in the wrong telephne number. I put in the number of the plan that had 2 weeks left on it and blutooth capability, instead of the one that had expired.However, before completing the transaction, tracfone put up a warning for me to read that if I wanted blutooth I needed to use the plan that had been used priviously, or the one that I was using. Upon seeing this warning I realized I had put in the wrong number, so rather than hitting the complete button I hit the back button so I could input the right telephone number. But Instead of the website going back, the website completed the transaction, against my desire.When I contacted tracfone wireless, immediately after this happened I was told that the lessor plan had been added to my telephne and the previous plan that had more data and blutooth capability had been discarded and there was nothing they could do. I called the corporate offices the next day and was told the same thing.I use the blu tooth for my business and it is a needed tool. So the plan that trac put on my phone is inadequate and I will have to replace it at a cost of forty dollars plus taxes and fees totalling over $44 and loose the $20 & taxes from the plan that it will replace because tracfones back button didn't take me back a page but completed a transaction I was trying to avoid. I need to be made whole, That would be 2 weeks unlimited talk 8gb data, and 30 day unlimited at 2gb data, or the monetary equivilent.
Business Response
Date: 08/28/2024
Dear *************************:

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

Your compliant states that you tried to add a service plan to one of your phones online on 8/15/2024; however, you accidentally redeemed it to your other phone which has two weeks of service left. When you contacted customer service, you were told that it has been added already and that the remaining balance were removed. Therefore, you are requesting to get either a refund or a replacement of service.

We reviewed your TracFone account with the line ending in 3211; it is active and provisioned in our system. Transaction History shows that you initially redeemed a $40 30-day unlimited service plan on 7/31/2024, which updated the due date to 8/30/2024. On 8/15/2024, a $20 30-day unlimited plan was added and redeemed immediately, which deleted the remaining 15 days of the previous plan,and updated the due date to 9/29/2024.

We need to speak with you directly to discuss this matter and assist you accordingly. In addition, TracFones 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 spoke with you on 8/26/2024 via phone number ************; however, you refused to be assisted after knowing that the call may be recorded for quality assurance. In addition, you mentioned not to call the number 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 **********.

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: 09/16/2024
tHEY SAY THEY SPOKE TO ME AND I REFUSED TO DISCOUSS THE MATTER BECAUSE THE CALL WAS BEING RECORDED. THEY SAY THEY CALLED ************ AND SPOKE TO ME. THAT IS A BOLD FACE LIE. THE NUMBER ************ IS A BOGUS NUMBER MADE UP BY ME AND USED TO FILL OUT ONLINE FORMS THAT INSIST ON A TELEPHONE NUMBER WHEN I DO NOT WISH TO REVEAL MY REAL NUMBER. THEY NEVER TALKED TO ME AND AS YOU CAN SEE, THEY ARE LYING IN THEIR RESPONSE WHICH MAKES THEM LIARS.
Business Response
Date: 09/24/2024
Dear ****** ******:

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

Your complaint states that you have two TracFone numbers and added a different plan on one of your phones by mistake which you need assistance to be corrected. In addition, it was not true that we spoke with you since the number entered on the complaint is not your real number.

In reviewing, on 9/17/2024, a redemption to wrong phone escalation was made in order to move your airtime plan ($20 unlimited talk/text, 2GB data / 30 days) and add it to the correct phone was done.Reference number **********. The number ending in 5113 was then successfully reactivated and the 3211 was able to retain its original plan.

We called and spoke with you on September 23, 2024, at **********. You confirmed that your issue has already been addressed. You agreed that your complaint case will be closed as the issue resolved.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/24/2024

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:08/16/2024
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.
An online purchase was made on August 2 for a new phone. Delivery of the phone was promised in 1 to 3 business days, but the phone never arrived. After several phone calls to track the order, Tracfone finally admitted they never the item in stock to ship. A refund claim was initiated on August 8, but still led to no refund. A follow-up call was made today, August 16, about the refund but was told still in process even though the time frame for the refund was supposed to be within 3 to 5 days with a debit card. I feel like I was scammed and that Tracfone never intended to deliver my purchase or honor the refund.
Business Response
Date: 08/28/2024
Dear *********************:

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

Your complaint states that you ordered a phone online on 8/2/2024 and was charged for $187.77; however, you never received the order. You requested a refund on August 8, 2024; however, you still has not received it, even though it should only take 3-5 days.

In our review, we found out that an order of a ******* Device was placed on 8/2/2024 online, with order ID *********. However, we could not identify the reason why the shipment was delayed due to a systemic issue we encountered. In addition, we found out that the order was successfully delivered on 8/23/2024, at *************, per *** tracking number 1ZY902R60232974521.The ordered phone was activated on the same day, with your phone number ending in 1852. On the other hand, we found out that a chargeback request was successfully processed on 8/23/2024, amounting $187.77, with reference number B2C2024080251094509.

We attempted to contact you via phone number ************ on 8/20/2024, 8/21/2024,8/22/2024, 8/23/2024 and 8/26/2024, to discuss the matter with your complaint. However, we were unable to reach her. We need to speak with you directly to discuss this matter.

Please refer to email reference number ******* or Ticket Number 1303861611.

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.

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

Sincerely,

*******************************
Initial Complaint
Date:08/15/2024
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.
Bought a defective phone from Tracfone. Service us paid for by Lifeline. Been waiting sine June 6th for a replacement. Have talked to several representatives with promises that the new phone works be here in 3 to 5 business days but it never arrives. They have had the defective phone back for 3 months. Tracfone keeps taking money monthly from Lifeline even though we have no phone.
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 16, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues with receiving the replacement for the defective phone you already returned.

We reviewed your SafeLink account; we found out that a replacement phone ticket was created for your broken phone on 6/9/2024, with reference service ticket number **********.Our warehouse confirmed the return of the defective phone on 6/24/2024.

Upon reviewing your account, our records indicate that the replacement phone requested is out of stock. We apologize for any inconvenience this update may have caused you, and we have updated the Service Ticket # ********** on 8/20/2024, to send you a replacement phone comparable to the defective phone you returned.

We spoke with you on 8/20/2024, via phone number ************, and we discussed the status of your replacement phone request. You agreed to receive a comparable phone, and we provided you 3-5 business days for the shipment. We called you back on 8/22/2024 via same phone number, providing the tracking number for the replacement phone. The replacement phone is pre-activated, and as per *** tracking number 1Z7X28F00257452232, the replacement phone was delivered to ********, **, on 8/23/2024. Usage records also indicate that the phone is working and is being used.

We attempted to call you via same contact number and email ******************* on 8/23/2024, 8/26/2024, and 8/29/2024, to confirm the resolution of the case.However, we were unable to reach you, and has yet to receive your reply 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 1303833402.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer at straight talk for many years and have had nearly no issues. Around august 5 my cell service dropped. I figured out my SIM card worked in my old outdated phone but not the new one. I called every day to straight talk for a resolution. Every day they told me something different and I continued to jump through their hoops. I had to buy a new SIM card because they said mine was incompatible even though I had used it for years and it was from them. Once buying a new ******* sim and service plan approximately 60$ they said my phone was not compatible because it was att. They said they only supported ******* phones and upon researching the model number my phone is ******* and is unlocked. I have used it for 4+ years. By August 14 they told me I had to buy a new compatible phone but the best option is to buy a new straight talk branded phone 1000$+ and that it was impossible for me to regain service. I reached out through chat and inquired about my phone comparability and they said it was compatible. I called back and they said I had to get a ******** sim. Out of frustration *** decided to switch providers and sought a refund for my remaining funds and they deleted my phone number and email from my account so I was not able to verify my account so no refund. They then told me to commit fraud and have my cc company cancel the transaction for the service plan and SIM card I had recently purchased. Im now locked out of administration services to my plan and unable to come to a resolution. Every day I have been told the problem is something different that requires me to spend money. I refuse to continue using a company with such poor costumer service and what seems to be a scam to get people to buy a locked straight talk phone and prevent you from using it on another service. There is nothing wrong with the operating system or hardware on my phone for I was able to switch to a new provider in 10 minutes this afternoon.
Business Response
Date: 08/27/2024
Dear ***** *****,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2024, regarding BBB Case # ********.

Your complaint states that your service stopped working on your new phone on August 5 and it will only work with your old, outdated phone. Upon contacting Straight Talk, you were informed that your SIM card is not compatible and needs to purchase a new one.However, upon getting a new ******* SIM card, you were informed that your device is not compatible thus, you need to get a new phone. You also tried to ask for assistance through chat but were informed that your device should be compatible, but you need to get a T-Mobile SIM. Due to these issues, you decided to transfer service and would like to ask for a refund. However, no refund was processed because your information can no longer be verified after your phone number and email was deleted from your account.

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.

In our review, records show that your phone number ending in 9355 was associated previously with an AT&T SIM card. We cannot see any restriction in place in our system that may interrupt your phone service. We tried to further review the details of your phone and SIM card, but due to the limited information available, we were unable to conduct further review. On the other hand, we can see that you attempted to activate your phone using a ******* compatible SIM card on 8/13/2024; however, records show that there was a device restriction in place on your phone preventing us to completely register your phone number with the ******* Network. Your device might be listed as Lost/Stolen or reported as Non-pay or Fraudulent. Your phone registered on our system with IMEI ending in 6942 is a BYOP (Bring Your Own Phone) thus, we could only check very limited information. With this, we highly recommend checking with your phone manufacturer or with your old service provider to address the issue accordingly.

Furthermore, regarding your refund request,we regret to inform you that you are not eligible. Please be advised that as per Straight Talk Terms and conditions, no refunds or discounts will be given for unused service balances when you refill your Service; service that expire by your Service End Date;and if your equipment is in lost or stolen; or services purchased that are not compatible or supported by your Equipment.

To provide further assistance with the matter,we have attempted to contact you by phone number at ************ on 08/20/2024, 08/21/2024, 08/23/2024, 08/25/2024,and on 08/26/2024, but we were unsuccessful. E-mails were also sent to you at ************************* however, we were also did not receive any response from you yet.

If you should 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 1303842608.

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

Executive *********************
Customer Answer
Date: 08/27/2024

Complaint: 22143632

I am rejecting this response because:
This is a purely false and inaccurate response. I am no longer interested in communicating with your company. Straight talks customer service is set up to scam people. My phone did not have a restriction and anything I did in the process was upon your companies instructions. My phone has zero restrictions or issues unrelated to the sub par service of straight talk. My phone worked flawlessly until your service failed and upon patiently working with your customer support they ran me through days of troubleshooting. After being assured for days that each tech had resolved my problem I was told my phone would not work on straight talks system. I can only assume this is a running scam to make your company more money for I was told it was impossible for my phone to be used. I only tried to activate the STRAIGHT TALK ********* sim after your instruction, while doing so I had to pay for another month of service to receive the sim cards for which I didnt need in the first place. My phone was then activated on a different service using a ******* sim on a temporary number through vision. I am now on *********** with no issues with either company. My phone is not marked as stolen and has zero hardware or software issues. My verification information was deleted from my account by your people and made it impossible to even port my number over to a different service. My bill has been paid automatically for multiple years and was up to date on payments. You have once again made false assumptions about me and my account. The fact that after asking to speak to management and was denied is unacceptable in a service industry. Yes straight talk did reach out after making a bbb complaint however I was unable to understand the language.
I do not want to pursue the 55$ refund or the lost time, service and frustrations of dealing with a clueless customer spam team.
With this response please delete any of my personal, financial, and cellular data and do not try to communicate with me again.
Any further charges against my account will be considered more theft and will be perused.

Sincerely Unsatisfied ex-customer

***** Sloan
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 27, 2024, regarding BBB Case number 22143632.

Your complaint states that you are no longer interested in communicating with Straight Talk. This is in line with your previous complaint regarding your phone and service issue. You no longer wanted to continue with your refund request, but you are requesting to delete any of your personal, financial, and cellular data.

We sincerely 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.

As part of our effort to assist you with your concerns, we will be more than willing to assist you in deleting your personal, financial, and cellular data information from our system. However, please be advised that 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. Thus, it is imperative to speak with you directly.

We did not make any attempt to contact you as stated in your complaint, however, we would appreciate it if you would allow us to contact you to provide further assistance. Please provide us with your best callback number and time of convenience so that we can get in touch with you as soon as possible.

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 1303842608.

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: 09/13/2024

Complaint: 22143632

I am rejecting this response because:

yall have continued to charge my account. This is theft.
Sincerely,

***** *****
Business Response
Date: 09/18/2024
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 27, 2024, regarding BBB Case number 22143632.

Your complaint states that you are no longer interested in communicating with Straight Talk. This is in line with your previous complaint regarding your phone and service issue. You no longer wanted to continue with your refund request, but you are requesting to delete any of your personal, financial, and cellular data.

We sincerely 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.

As part of our effort to assist you with your concerns, we will be more than willing to assist you in deleting your personal, financial, and cellular data information from our system. However, please be advised that 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. Thus, it is imperative to speak with you directly.

We did not make any attempt to contact you as stated in your complaint, however, we would appreciate it if you would allow us to contact you to provide further assistance. Please provide us with your best callback number and time of convenience so that we can get in touch with you as soon as possible.

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 1303842608.

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:08/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I needed to purchase additional data for mobile phone which I did on Monday August 8. The data did not show up on the phone until late Tuesday and the phone became inoperable. I used all available means to communicate with Tracfone and talked to service **** on four occasions Monday and Tuesday. Each *** thought they fixed issue. Phone still not working and efforts to reach them resulted in their having or saying they would call back within 30 minutes which never happened. Phone is inoperable and they now say I have no Text, Voice or Data which is not accurate. I have paid for unlimited voice and text for 30 days as of 8/12/24. Yesterday I had a data balance of 3.3 gb. Very frustrating. I have spent at least 6 to 8 hours trying to resolve this issue.
Business Response
Date: 08/26/2024
Dear *****************************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated August 14, 2024,regarding BBB Case number ******** complaint.

Your complaint states that you purchased an additional data for your phone on 8/8/2024;however, it was not added and the service became inoperable. You have contacted customer service multiple times, but the issue has not been fixed yet.

We reviewed your TracFone account; it is active and provisioned in our system.Transaction History shows that you redeemed a $20 30-day service plan with unlimited talk, text with 2 GB of data, and a $10 1 GB data add-on on 8/12/2024. We also found another $10 1 GB data add-on on 8/13/2024. As per account history, it shows that you have reported that your service did not work, and the data you purchased was not added properly to the account. An in-depth review of your account reflects that a service interruption occurred right after the activation of your phone due to an unexpected system error,which culminated in the phones features not being well provisioned on the account. Nonetheless, Usage Records indicate that the data was being used.

Please know that missing minutes and/or data usually occur due to failed activations or phone upgrades, reactivation after 60 days, reactivation with a new SIM card, and system errors. This issue has been resolved by updating the voice, text and data features of the account and can confirm that the service is working properly.

We spoke with you via phone ************ on 8/24/2024. We discussed about the service and balance of the account. As courtesy, we issued 5GB of data to the account for the phone number ending in 1812 per Reference Ticket Number **********, and you then declared that no further assistance is needed.

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

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

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

Sincerely,

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

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:08/14/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May I start by saying I have been using tracfone service for more than 5 years. and it's been good. On July 25 th I ordered 2 A-15 5g phones from HSN they had a special (unlimited talk and text with 24 GB of data) for one year. I received the phones on August 6th. I called Tracfone and actived the service, that same day. The next day I checked my account on the ********************** app to see my balance summary and it showed 0 DATA 0 MINUTES and 0 TEXTS. NOW MY PROBLEM. I have been trying to get this straighten out since August 7th I called there help line at least 10 times and have been told many different things ( i have no data left), (they are having problems with there system), (its going to be fixed in 24 hours) IT seems that no one knows what is going on. When I ask to talk to a supervisor I'm told they know the system and they can help me out. It's August 11 th and still NO ANSWERES I have two phones that work fine BUT i can't see what has been used on my BALANCE SUMMARY app.
Business Response
Date: 08/26/2024
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2024, regarding BBB case #******** complaint.

Your complaint states that your balance displays zero when you have unlimited talk,text and 24GB plan and issue was still unresolved after calling multiple times for assistance.

In reviewing your TracFone account, we determined that a technical issue has caused the system to not being able to reflect the updated balance of your account. We do apologize for the inconvenience this concern may have caused you. Rest assured that this is an isolated case, and a fix was made to correct the matter. As a resolution, adjustments were made to the account to reflect the accurate balance with reference number **********.

We spoke with you on 8/20/2024 and 8/21/2024 via phone number ************ wherein we discussed the aforementioned details and your confirmed that issue was fix and no further assistance is required.

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 1303836932.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 08/26/2024

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:08/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 iphone 11s about a month ago and they haven't even shipped yet. **************** refuses to refund my money and the ***** points I used for this purchase. The phone is no longer listed for sale on the website, but the *** insists that they cannot cancel. Please refund the money that I paid and my points. Thank you for your help, understanding, and cooperation.
Business Response
Date: 08/28/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2024 regarding BBB Case number ******** complaint.

Your complaint states that you ordered two (2) iPhones about a month ago, but it was not shipped yet. You could not get a refund for the payment and points used for the order, nor could not cancel the order itself.

We reviewed your account and found that you placed an order on 7/19/2024, with order ID number *********. However, due to systemic issue we encountered, we were unable to identify the status of the order. Nonetheless, we found out that a refund request was submitted on 8/14/2024, and is now being investigated further, with service ticket number **********. As of 8/27/2024, ticket updates indicate that the case is being escalated for further review, and the investigation could take up to 72 business hours.

We attempted to contact you on August 28, 2024, via phone number ************ and email ****************** to discuss the matter with your complaint. We were unable to reach you via call;however, we received your email response stating that you are currently not available today.

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 1304276051.

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: 09/09/2024

Complaint: 22141602

I am rejecting this response because: I have been informed by tracfone that my refund is still pending. I would like to keep the complaint open until it is resolved. Please contact me by email if you have any updates.

Sincerely,

*************************
Business Response
Date: 09/19/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 09, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your refund request is still pending, so you would like to keep this complaint open until this is resolved.

In our review, a ticket was created on 8/14/2024, to escalate the issue regarding the order you placed on 7/19/2024 per order ID # *********, with reference ticket number **********. As per escalation, it was found out that the shipment got delayed due to limited stocks available. We apologize for any inconvenience this may have caused you, and as per escalation, the shipping has been updated.UPS tracking number 1Z7X29A90259191293 shows that the package was delivered on 9/11/2024 at *********, ***

We attempted to contact you via phone numbers *****************-537-8316 and email ***************** on 09/15/2024, 09/16/2024 and 09/17/2024, to discuss the updates regarding your order. However, we were unable to reach you.Nonetheless, we received your reply on 9/17/2024, stating that you received the package.

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 1305350789.

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: 09/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am willing to close thr complaint. Please note that the business' escalations department never actually did anything despite their claims and I had to spend many hours on the phone with many different agents who kept telling me "they'll contact you in another 3 business days". At least I now have something to show for my money even if it isn't the desired solution. I just see no point in continuing my relationship with this business if they do no want to help me.

Sincerely,

*************************
Initial Complaint
Date:08/14/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My cell phone screen went haywire where i could not read it, shaking and half blacked out. I called tracfone customer service, they answer from out of the country. She said I had a defective screen and to send to them in ********* and they would send me a replacement in 3 to 5 days after receiving it. They received the phone on July 17 and did not send me an e-mail saying they shipped one to me or a tracking number. I called there automated system gave them my ticket number it says package has been sent to me. I have not gotten a package as of Aug. 14. I called customer service several times and they will not resolve the situation. The last one I talked to said I would get an e-mail in 24 to 48 hrs. about a replacement phone, no e-mail came, she lied. One was never sent to begin with. there scamming people, I saw several reviews about people having these problems with Tracfone.
Business Response
Date: 08/28/2024
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 14, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have a defective phone and was advice to return it to get a replacement, but no replacement phone was mailed to you.

In reviewing, we found records that a replacement phone was processed on 7/7/2024, due to screen being defective. Reference warranty ticket number **********. The defective device was received on 7/17/2024 via *** with tracking number 1Z6980XX9006029152. The record shows a delay in the shipment due to the availability of the phone model. We do apologize for the inconvenience this concern may have caused you.

We spoke with you via phone number ************ on 8/28/2024 and provide an update on your replacement phone. As of 8/28/2024,your replacement phone is being processed and will be ship and delivered via *** with tracking number 1Z7X28F00257643204; shipment may begin before the day ends or the next day. The delivery of the phone should be within the next 3-5 business days.

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 1304113174.

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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