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

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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:08/14/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone has ONCE AGAIN wiped out my carryover data. ***** talk, ***** texts, and ***** data. I check my account daily. They did an update this morning and that's when I lost my carryover data. This problem is a recurring one since May of this year. I am always assured that they have "fixed" the problem. NOT HAPPENING.
Customer Answer
Date: 08/14/2024
Tracfone has once again shut off my service. On July 17 I was assured that they solved the problem. I was given back my ***** talk, ***** texts, and 12 GB data. I've had to purchase 30-day plans to get my phone working because of the delay in fixing the problem. Once the 30-day plans expire, I go back to NO service AND no carryover balances. PLEASE find someone at Tracfone who can fix this problem. Corporate is who I've talked to, so apparently they don't know how to fix this. I have talked to FIVE different people today for over 2 hours. This is beyond ridiculous.
Business Response
Date: 08/23/2024
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 lost your carryover data, and this has been a reoccurring problem since May of this year.

We do apologize for the inconvenience this concern may have caused you. In reviewing, phone is active and provisioned in the network and account has a total data balance of *****GB (PayGo carryover data *****GB and Unlimited plan carryover data 1.84GB). In addition, the service usage report indicates that the service is being used. In an in-depth review, it was found that data balance was changed after the latest redemption dated 7/14/2024. To resolve the matter, updates were made on the account on 8/14/2024, with reference numbers ********** and **********. Rest assured that this is an isolated case, and necessary updates were made to permanently fix the issue.

We spoke with you on 8/22/2024 via phone number ********** and confirmed that issue has already been addressed and that phone features are working properly.

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 1303951227.

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: 08/27/2024
Once again, my service and balances were restored. Although I am pleased with this, history has a way of repeating itself. My confidence level is extremely low and am afraid of this happening once again in October when my current plan expires. At that time, I will have ***** talk, ***** texts and 30+ GB data with service end date in November. When I reached out to them this time, my service was restored and my balances given back the next day. I was promised a callback regarding my account and did not receive one. Only when they got the BBB complaint did they call me. This is my third BBB complaint for this ongoing problem. I truly hope this issue is resolved this time.
Customer Answer
Date: 08/27/2024

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.
Once again, my service and balances were restored. Although I am pleased with this, history has a way of repeating itself. My confidence level is extremely low and am afraid of this happening once again in October when my current plan expires. At that time, I will have ***** talk, ***** texts and 30+ GB data with service end date in November. When I reached out to them this time, my service was restored and my balances given back the next day. I was promised a callback regarding my account and did not receive one. Only when they got the BBB complaint did they call me. This is my third BBB complaint for this ongoing problem. I truly hope this issue is resolved this time.

Sincerely,

***************************
Initial Complaint
Date:08/13/2024
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 am on Social Security and need a cheaper phone. My old phone was not working as it should anymore. I went to Tracfone and purchased a phone and a service plan. I received the phone late May and decided to try and activate it over Memorial Day weekend. After unsuccessful attempts (the phone would not charge beyond 30% nor could I get my old Tracfone SIM card to make an out going call. I decided to contact Tracfone and after MANY hours on the phone, they decided the phone was defective. I told them I wanted a full refund of the phone and the service plan. They agreed to that and sent me a prepaid *** label for return shipping. I could not open the label so I took it to *** store and they could not open it either. *** told me they have had issues with Tracfone labels. I contacted Tracfone. They sent me the second label which did not work. I sent the phone back and paid the shipping myself. I have been really patient all summer but am getting a BIG run around. The last time I talked with an agent (on Aug 5, 2024) they told me they would "fast track" my refund and I would receive it in ***** hours. Here is the conf number I received 130 297 6940. I still haven't received the refund I requested. Today I attempted to call them 2 times and was disconnected both times. I believe this is a fraudulent company and I need some help dealing with them. Please.
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 13, 2024,regarding BBB case number ********.

Your complaint stated that you purchased a phone and a service plan from TracFone; however, when you tried to activate and use the phone, it did not work, and the phone was having charging issues. You have contacted customer support, and your device was deemed defective. A refund was agreed upon and a *** label was sent for the device return, however, the label could not be opened. Thus, you decided to send the phone and pay the shipping. However, you have not received the refund yet. You were informed that it will be reviewed and should be processed within ***** hours with reference number 1302976940.
In reviewing your order number *********, records show that a refund was processed for the phone value on 7/01/2024 amounting to $73.84 with transaction reference number 42414772HY0W02EK. However, there is no refund processed for the service plan included on your order. Please be advised that as per TracFone Terms and conditions, airtime has no cash value and is non-refundable. Thus, an escalation is needed for us to check if we could consider this case for a refund due to the phone issue encountered.
We spoke with you via phone on August 21, 2024, by phone number ************ and we informed you that we will be escalating the case for you to receive the refund for the service plan.
On August 23, 2024, the refund was successfully processed following the escalation submitted. The refund credit posts usually occur within 3-5 business days after processing. Refund confirmation ID ****************. We were able to provide the update to you. For credit posting, we recommend contacting your bank for further verification.
If you should still require assistance, she 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 1303833916.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/30/2024

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:08/13/2024
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.
Order from official Tracfone Wireless **** store Item title: Tracfone ******* A03+1 Year of Service with 1500 MIN/1500 Text/1500MB (Locked)There is a problem with this order: it didn't come with the data it was supposed to have.I activate over the phone with customer support but it only added 1500 each of minutes and texts. No data. Also the charging cable stopped working after one week.I contacted through **** messages many times and was promised the issue with missing data would be resolved. They never resolved and they stopped responding after the **** return window closed.I would like to be reimbursed in the amount equal to the value of 1500mb of data and one charging cable. I estimate $18 to purchase data and $6 for the charging cable.I am not going to spend hours on the phone with tech support after wasting all this time communicating with the seller already. A partial refund is the only acceptable solution at this point. Contact me by email or through **** message thread only.
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 number ******** complaint.

Your complaint states that you ordered a TracFone phone and a service plan with 1500 minutes, 1500 text and 1500 MB of data from ***** however, you have not received the 1500 MB data and your charging cable stopped working. With this,you requested for a partial refund amounting of $24, and requested for further correspondence thru email or **** message Thread.

Please be advised that **** is one of TracFones Third Party vendor. They sell TracFone devices, SIM cards, and Service Plans. Please be advised that for order concerns or refund requests, customers must reach out to **** directly.

We reviewed your TracFone account; it is active and provisioned in our system. The new ******* Galaxy A03s 2023 you purchased from **** was activated on 7/2/2024 with the TracFone 1-year plan which includes 1500 minutes, 1500 calls and 1500 MB of data. An in-depth review of the account shows that the plan was added properly with the correct amount of units, including the 1500 MB of data.

On the other hand, in regards to your complaint on the charging cable which stopped working, we will need to speak with you directly. If found defective,it will be subject for TracFones Return Policy and can be replaced.

We attempted to contact you via phone number ************ and email ********************* on August 23 and 27, 2024, to discuss the matter with your complaint. However, we were unable to reach you. We received your email on August 27, 2024, requesting for further correspondence to be done via email. Thus, we have sent you another email, and has yet to receive your reply.

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 1303998065.

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:08/12/2024
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.
Phone under warranty with Tracfone. Called 7/29/2024 to request phone replacement because on/off button is recessed into phone and now unable to turn on or off. Found out Tracfone processed what they sent out with incorrect address - sent to ********* in stead of *********Now 2 weeks later and being told I have to wait for paperwork to arrive, send my phone in, then wait another week or two to get new phone. I will be totally without phone for week or two IF THEY EVEN SEND TO CORRECT ADDRESS. I spent one hour on phone with Tracphone today trying to get this resolved. I requested they replace my minutes since this mistake is solely theirs, but was unable to get them to do so at this time. The value of those minutes is app. $30.When I asked them to confirm the address they have they refused to confirm. When I asked to speak with a supervisor I was literally told "No".I want my replacement phone expedited, and my minutes credited back to my account.
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 12, 2024,regarding BBB case number ******** complaint.

Your complaint stated that you were supposed to receive a replacement phone as the one you were using had the power button broken; however, you never received the phone and was told that it was sent to a different address. You called Tracfone aiming to have this resolved and you spent your minutes while working with customer service team, thus, you wanted the phone to be sent to the correct address and you want the minutes you spent with customer support team back.

We reviewed your account; it is active and provisioned in our system with the IMEI/ESN ending in 2388. Our records show that a ticket to replace your phone due to Power on/off problem was created on 7/29/2024, with service ticket number **********. A return label was shipped out for you to return the phone back to the warehouse for replacement on 7/30/202; however, per *** tracking 1Z85W81F0247056161, the return label was not delivered since they encountered service disruption on 8/1/2024.

With this, it is best to speak with you to discuss this matter and update the ticket. Additionally, 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 spoke with you via phone number ************ on 8/15/2024, and we update the replacement phone service ticket number ********** for you to receive the return label. On 8/24/2024, we spoke with you via same phone number, and you confirmed receipt of the return label. You mentioned that you will be sending the phone the following day, and we informed you that the replacement phone would be shipped out once we confirm receipt of the defective phone. Furthermore, we informed you that we can transfer the phone number, and replace the minutes you spent with customer service once you receive the replacement phone.

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 Ticket Number ********** and email reference number *******.

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

Sincerely,

Executive *********************
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:08/11/2024
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.
It happened within the last couple of days. I did not sign up for Straight Talk. I can't make a call without Straight Talk answering. I can't receive calls nor text messages. I can't even call 911 without them answering. I want them to discontinue service so I can use my phone. I am a senior citizen and I need my phone.
Business Response
Date: 08/23/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 12, 2024, regarding BBB case number ******** complaint.

Your complaint states that you have not signed up for Straight Talk Wireless; however, when you try to call to a valid number or even 911, it would route you to Straight Talk Wireless. You requested to discontinue any connection with Straight Talk. In addition, you stated that you could not make or receive calls.

In our research, we found out that you previously have a Lifeline enrollment with SafeLink in your phone number ending in 8181. You were previously receiving the free monthly benefits of unlimited talk, text and 10 GB of data, with 5 GB of hotspot; however, you stopped receiving these benefits after your account was deactivated due to the cancellation of your Lifeline enrollment on 8/9/2024. Our records show that the cancellation was due to failure to process the reverification thru the National Verifier. If you wish to continue receiving the free benefits, you will need to reapply thru the website at www.safelink.com or by contacting customer service. Otherwise, to continue using the service,you may purchase and redeem a service to your phone.

On the other hand, in regards to your calls routed to Straight Talk, we found out that this was caused by a systemic issue encountered in the account. Please be advised that Straight Talk and SafeLink Wireless, is one of the affiliated brands of TracFone Wireless. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.

Since the contact number provided is no longer valid, we have sent you emails at ********************** on 8/15/2024,8/16/2024, 8/17/2024, 8/20/2024 and 8/23/2024; however, we still has not received your reply. We need to speak with you directly to discuss this matter.

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 1303544717.

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:08/11/2024
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.
Good morning, $37.05 is current (old) Monthly plan. I was trying to switch to the straightSAVINGS plan shown in the pictures below through my account on their phone app. When I woke up this morning after setting it up to switch last night it never did. So i called their **************(2355) help line. Talked to "Sky" the first time. He informed me that that plan does not exist and then corrected himself saying that the plan does exist but its only for new accounts of phone purchases. No where on this page does it inform the customer about this requirement so I asked if I could please still have the discount since it was advertised to me under my account in the app. He again said no and that i'd have to buy a new phone ($600ish) dollars to enjoy this plan. So i asked to be escalated to a higher level to get some help. He said, "my manager isn't here and i don't know when they will be back." I know that's a lie considering every call center ever has a supervisor on standby for occasions just like these. So i said im going to try again before contacting the BBB about this false advertisement issue. So the next person i talked to was "Shuzzel" she said basically the same thing so nothing there. So i checked to see what company actually owns Straight Talk Wireless ******** or someone else.) Found out TracFone owns them. Contacted TracFone **************** and talked with a guy i couldn't understand his name. (heavy accent) He told me he'd transfer me to a manager and they would help me figure it out. So i get to the manager and tell her the whole story and that i was trying to fix the issue before submitting a complain regarding this advertisement and she hung up on me. No call back either. So, im assuming it was on purpose. I did try to call back to confirm that and got through to a new woman. This woman offered me a discount if i applied through this process for ********** which i was not eligible, since thats not the issue. Please contact me via email for the rest.
Business Response
Date: 08/23/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/11/2024, regarding BBB case number ******** complaint.

Your complaint stated that you were offered with the Straight Talk $25 savings plan; however, you were unable to purchase it, and when you contacted customer service, you were told that the plan is only available for new activations,which was not stated in the offer. In addition, when you asked to speak with a manager, you got declined.

Straight Talk just launched the StraightSAVINGS program. This program is for new (Bring Your Own Phone) **** customers that offers an unlimited plan for only $25 per month for a single line.

We reviewed your Straight Talk account with phone number ending in 8081; it is active and provisioned in our system. The device is activated thru the **** program since 3/12/2022, and your currently using the $35 unlimited 30-service plan. Since the StraightSAVINGS program is only for new **** customers, your account is not eligible for the program.

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 spoke with you via phone at ************ on 8/15/2024 and you stated that the requirements to become eligible for the plan were not disclosed on the app,thus, you requested to be able for you to purchase it. With this, we submitted an escalation agreed to call you back for updates.

We received a positive response from the escalation; we made an exception to let you join the program. To qualify, you will need to purchase a Straight Talk Wireless **** SIM kit which comes with the new $25 plan. We spoke with you via phone at ************ on 8/16/2024, and provided you this update. You agreed to purchase a plan and to be called back to proceed with the activation.

We spoke with you via phone at ************ on 8/21/2024 and we were able to activate your phone with the requested $25 service plan, and you asked to be called back the following day to enroll it in the auto-refill program, since you wanted to do it yourself. We spoke with you via same number the following day, and we confirmed that your account was successfully enrolled in the auto-refill program; however, now you were experiencing issues when attempting to log in into your account. We performed basic troubleshooting but it did not work,thus, we let you know that we would be escalating the case and will continue to follow-up to resolve this issue.

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 Ticket Number ********** and email reference number *******.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/03/2024
When they resolved the 25 dollar phone plan they deleted most of my rewards on my account. It was 5960 points and after they change the phone plan it was 1029. So I just got off the phone with them at 4:18 PM MDT and they said it would require another 1-2 business days to possibly resolve this issue. This will directly affect if I was satisfied with the business' attempts to resolve this issue in full. So I will update this case number as soon as I hear back from Straight Talk Wireless regarding this problem. Ticket number is 1304640960.
Thank you,
Lander L.
Customer Answer
Date: 09/04/2024

Complaint: 22125118
When they resolved the 25 dollar phone plan they deleted most of my rewards on my account. It was 5960 points and after they change the phone plan it was 1029. So I just got off the phone with them at 4:18 PM MDT and they said it would require another 1-2 business days to possibly resolve this issue. This will directly affect if I was satisfied with the business' attempts to resolve this issue in full. So I will update this case number as soon as I hear back from Straight Talk Wireless regarding this problem. Ticket number is 1304640960.
Thank you,
Lander L.

Business Response
Date: 09/12/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your initial complaint about getting eligible for the $25 promotion plan was resolved;however, you lost some of your accumulated Loyalty Rewards Points. You contacted customer service; however, the issue is still unresolved.

StraightSAVINGS program is a program of Straight Talk wireless launched on August 2024, which offers $25 monthly unlimited plan for new customers with Bring-Your-Own-Phone (BYOP)or other eligible devices.

We reviewed your Straight Talk account; it is active and provisioned in our system. We determined that you are an existing Straight Talk customer with the phone number ending in 8081. The program is supposed to be for new Straight Talk customers only; however, you asked to be included in the StraightSAVINGS program in your initial complaint. As per review, in order for the account to be eligible, it appears that it was reset, and the $25 promotional plan was added on 8/20/2024. This caused the removal of your accumulated *****+ Loyalty Rewards points. The ***** points in your account now were from enrolling your new account in the Loyalty Rewards Points program. Nonetheless, we submitted an escalation for the removed points, and the escalation is still ongoing, with reference ticket number 1304640960.

We spoke with you on September 12, 2024 via phone number ************ and discussed the status of your account and service concerns. However, you mentioned you do not want to continue with 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 1305043723.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/12/2024

Complaint: 22125118

I am rejecting this response because:
I still don't have the points I once had in my account via the app. Also I 100% never said I don't want to continue with this case on a call today. I told the guy that called "I can't hear you call me back." They never did. I never even had a conversation with the individual. So whatever they say I said is falsified. No I want this to continue until I have both items fixed then I will be satisfied as a customer. The phone plan must still be functioning as intended by the end of this process and the points must be back on my account before I even consider closing this case. I am a little upset that I allegedly said I want to close the case when I didn't even talk to someone today but for 10 seconds saying I could NOT hear them.
** "We spoke with you on September 12, 2024 via phone number ************ and discussed the status of your account and service concerns. However, you mentioned you do not want to continue with the case." ** This conversation, NEVER HAPPENED.
Also included is a screen shot of the app from today the points are still missing.
Sincerely,

Lander *****
Customer Answer
Date: 09/12/2024

Complaint: 22125118

--see screenshot--

Complaint: 22125118

I am rejecting this response because:
I still don't have the points I once had in my account via the app. Also I 100% never said I don't want to continue with this case on a call today. I told the guy that called "I can't hear you call me back." They never did. I never even had a conversation with the individual. So whatever they say I said is falsified. No I want this to continue until I have both items fixed then I will be satisfied as a customer. The phone plan must still be functioning as intended by the end of this process and the points must be back on my account before I even consider closing this case. I am a little upset that I allegedly said I want to close the case when I didn't even talk to someone today but for 10 seconds saying I could NOT hear them.
** "We spoke with you on September 12, 2024 via phone number ************ and discussed the status of your account and service concerns. However, you mentioned you do not want to continue with the case." ** This conversation, NEVER HAPPENED.
Also included is a screen shot of the app from today the points are still missing.
Sincerely,

Lander *****

Business Response
Date: 09/20/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you still do not have your Loyalty Rewards points and you certainly did not say about not continuing with the case.

We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help. To resolve the matter, an escalation was filed on 9/18/2024 and during the investigation, it was found that during a SIM change on 8/20/2024, the system created a new web account for you. Your old reward points were associated with the old. With that, we had to manually remove the points from the old web account and transfer it to the current one afterwards. We are waiting for approval. This should take up 72 business hours.

We spoke with you on 9/17/2024 via phone number ********** and informed you that we are expediting the escalation to restore your reward points and agreed for another callback once we have successfully added the points back on your account.

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 Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/20/2024

Complaint: 22125118

I am rejecting this response because: The points are still not back on my account and if I accept what you have said the case will be closed. Thus I wont accept a response from the company until my account is restored to the pre-plan change status. Thank you

Sincerely,

****** *****
Customer Answer
Date: 09/23/2024

Complaint: 22125118

The points are still not back on my account and if I accept what you have said the case will be closed. Thus I wont accept a response from the company until my account is restored to the pre-plan change status. Thank you

Sincerely,

****** *****
Business Response
Date: 10/02/2024
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2024, regarding BBB Case number ******** complaint.

Your complaint states that the missing rewards points still has not been added back to your account, and therefore, you are keeping this case open.

We reviewed your account; it is active and provisioned in our system. We received a positive response from the escalation we submitted about adding the missing rewards points to your account. Account History shows that the missing rewards points were already added on 9/24/2024.

We spoke with you on October 2, 2024 via phone number ************. We informed you about the update on the escalation we previously submitted. You also confirmed that the phone features are working.

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 1305043723.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/10/2024
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.
Straight talk on Aug 3 2024 took $9.99 out of my bank for something called syncsoft*vM2 which was a global calling plan I never ordered it or req it I was in the phone with the agent for forty min where he proceeded to tell me it would be returned as well would credit my account for two months service. The # I listed above is what he gave me for a conf number which he said was their transaction # for a total refund of $74.46. I have not received anything it is now Aug 10th I have cont to call straight talk now they tell me not entitled to any refund didn't know what I'm talking about. I'm not crazy I wouldn't have the series of conf # if they hadn't given it to me. Regardless I'm owed the 9.99 they took it out illegally! I have been with comp for seventeen years never had an issue like this. They have lied *** taking the money out and lied Abt as a courtesy to give me BK two months of service for the issues that I have had with them
Business Response
Date: 08/22/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2024 regarding BBB Case number ******** complaint.

Your complaint states that Straight Talk took $9.99 out of your bank account for a global calling plan, which you did not request. In addition, you have contacted customer service regarding this matter, and you were advised that it will be refunded and you will be given two months of service; however, you still have not received either the refund, nor the two months of service.

We reviewed your Straight Talk account; it is active and provisioned in our system. Usage Records also indicate that the phone is working and is being used. Transaction History shows that a $35 unlimited service plan was purchased on 8/2/2024, since the account is enrolled in the auto-refill, which will automatically purchase a service plan of your choice every service due date.However, we could not find any transactions beyond the above mentioned date.

We attempted to contact you via phone number ************ and email ****************** on 8/20/2024 and 8/21/2024, to discuss the matter with your complaint. 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 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to KANA reference number ******* or Ticket Number 1303840481.

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

Sincerely,

Executive *********************
Initial Complaint
Date:08/09/2024
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 have been paying Tracfone for cellphone service only to discover that I have not been provided with the service for at least the last year. When I called Tracfone to get a refund (and to cancel the service), they told me they could only refund me as far back as March of this year. I told them that was unacceptable and they told me to call my bank and dispute the other three charges with them. After spending an inordinate amount of time with my bank, they finally told me that I was not within the 60 day period of time to dispute these last three charges and to contact the merchant. I then contacted Tracfone yet again and they refused to issue me any further refunds even though they took my money for services that were never rendered by them. I want the $59.29 which represents the 6/23, 9/23 an 12/23 payments that were deducted from my account by them and for which I never received cellphone service.
Customer Answer
Date: 08/19/2024
I received a call last week from Christian. When I called back, the woman who answered could not help me after I told her the whole story. She told me she would have Christian call me back. Since he did not call me back, I called a second time today and the woman who answered said she would tell him to call me. I have zero confidence that this matter is going to get resolved to my satisfaction since they can't even be bothered with calling me back.
Business Response
Date: 08/23/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 10, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have been paying for the service that you were unable to use. You contacted TracFone to get a refund, but you were informed that only the payment back in March of this year can be processed. Other charges will need to be handled by your bank, however,your bank can only process disputes within 60 days period. Upon trying to contact TracFone once again, they still refused to process your request. You want the $59.29 to be refunded for your payment on 6/23, 9/23, and 12/23.

We spoke with you on August 19, 2024, via phone number ************ and you have mentioned that you have been contacting us several times regarding your refund, but with no proper assistance. You also mentioned that your service stopped working on 6/23/2023, but your card keeps on getting charge.

Please be advised that upon the enrollment of an account to the ********************** Auto Refill program, a new service plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis. Failure to properly cancel the Auto Refill may result in continuing charges despite the fact that the account is no longer in use.

In our review, we can see that your account has been enrolled with the auto refill program since October of 2024 and we can see that you have been charged automatically monthly. The last charge was taken on June 17, 2024. Thus, there is a need to check the account usage to determine if we can process a refund.

Upon further review, we can see that there was only minimal usage recorded on your account for those months that you would like to be refunded. Thus, we created a refund request with ticket number ticket **********. Information had been provided to you as we speak on August 20, 2024.

On August 22, 2024, we made a follow up call to you asking your mailing address to complete the refund, which you provided. However, you requested not to be contacted further as you will just wait for the refund to reflect on your billing account or via cheque.

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. Rest assured that your refund request has been submitted accordingly. Once it is approved, please allow 7-10 business days for the refund to be processed and it may take 30 business days for you to receive it.

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 1303615950.

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: 09/11/2024
********* stated I would receive a refund check by September 6 and to date, September 11, I have not received anything!!
Business Response
Date: 09/20/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 12, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you still did not receive your refund check.

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.

As per review, your refund request was successfully processed and approved on August 23, 2024, with reference ticket number **********. The refund check was issued on September 9, 2024, and should now be ready for delivery. Please be advised that the mailing process may take up to 30 business days.

To provide further assistance, we attempted to contact you by phone number ************ on 9/16/2024, 9/17/2024, 9/18/2024, and on 9/19/2024 but to no success. We also have not received any response from the emails we have sent through your email address, *****************************

Please know that we are doing our best to handle your case accordingly and know that we are more than willing to assist you with your concerns.

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 Resolution Department
Customer Answer
Date: 09/20/2024
I received the refund check.
Customer Answer
Date: 09/23/2024
I received the refund check.
Initial Complaint
Date:08/08/2024
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 purchased and activated a new Tracfone on May 29 2024. I activated during a promotional period where I was offered 4000 rewards points for doing so. This is the 2nd time I am filing a claim at BBB. **************** reached out to me in June of 2024 and confirmed that I was indeed to have received 4000 points for adding a new line. I still am waiting for that to happen. I am very frustrated at Tracfone customer service. Please help me.
Business Response
Date: 08/23/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2024, regarding BBB Case number ******** complaint.

Your complaint alleges that he purchased a TracFone phone on 5/29/2024 and activated it during a promotional period where he was offered 4000 rewards points for adding a new line. You mentioned that it was confirmed by customer service that you are eligible to receive the aforementioned amount of points;however, it is still not credited in your account.

We reviewed your TracFone account; it is active and well provisioned in the system. Records show that there were two (2) lines in the account; main line has the phone number ending in 0974 and the new line that was activated on 5/29/2024 ends in 3764. Please note that the points will be pending with 60 days cooling period, and all the active lines in the account must remain active within the cooling period for the points to be credited successfully. An in-depth review of the account shows that the line with phone number ending in 0974 was deactivated on 7/1/2024 due to non-renewal of service. With this, the account is no longer eligible to receive the points for adding a line.

We spoke with you on, August 23, 2024, via phone number ************; we discussed the matter with your complaint and the reason why the points were not credited to your account. You understood and ended the call afterwards.

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 this email reference number ******* or Ticket Number 1299898152.

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

******************************************************
Initial Complaint
Date:08/08/2024
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 sent a letter today through BBB just before filing this complaint. I had a very upsetting 38 minute call with TracFone customer service last night at 5:49 pm PST. 800 867 713.I have had a TracFone and account since about 2013. I got it for a specific purpose at that time and then kept it in my car as an emergency backup phone. Every 6 months or so I take it out turn it on and charge the battery if needed. I did this a couple days ago only to find that it would turn on but calls could not be made because it said unregistered SIM card. So last night I called customer service to find out what was going on. I first talked to a woman named Asia who tried to get off the phone with me because I could not find an IMEI number. She told me to call back. I asked what will calling back achieve if I cant find this IMEI number and you wont help me find it? She helped me find that number but could not find my account connected with it. She forwarded me to a male representative. Basically he told me that despite the fact that I still had minutes on my account he could not find it so essentially my account was wiped out. I got very angry because without my knowledge or approval my emergency phones SIM card was disabled and according to him no longer useable. He could not explain why this was done except to say my phone was old. I asked to be refunded for my remaining minutes, but he refused, saying they could not do this. I told him this amounts to corporate theft. I asked over and over to speak to a supervisor but he claimed he did not have a supervisor. I found this difficult to believe.This is how a large corporation takes advantage of a consumer. I have paid for the remaining ******** minutes that were not set to expire until 11.18.2024. I believe at the least I am owed what I paid for those minutes. The phone is a TracFone LG840G phone # ************. I have entered the approximate amount paid for those minutes based on TracFone's current prices.
Business Response
Date: 08/21/2024
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 9, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your phone service is not working, and the issue has not been resolved.

We have reviewed your complaint and found the account with the phone number ending in 1906. The phone was a Tracfone (LG840G)with the IMEI/MEID ending in 7031. The record shows that the phone was deactivated on 6/15/2022, due to a network migration. The phone was still running in the 3G network making it not compatible with todays current network standard (Voice over LTE/VoLTE compatible device). Communication regarding the migration was blasted reminding that service will stop working by 2/22/2022 if customer will still be using those incompatible phone/SIM card. Our record shows that the last redemption you made was on 11/07/2019, done via web, and you had not called us since then.

To continue having service with TracFone, you need to purchase a compatible device and start a new service. Please know that your number is no longer available because it was deactivated for a long period of time. In addition, TracFone Wireless Terms and Conditions states that, Tracfone airtime has no cash value and is non-refundable.

We attempted to contact you via phone number ********** and email ********************* on 8/20/2024, but with no success. We have not heard from you and no email response was received as well.

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 1303848552.

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: 08/21/2024

Complaint: 22114593

I am rejecting this response because: You have completely ignored my complaint and request to have the cash value of the minutes I purchased but did not use refunded. In response you want to sell me a new phone. This is not acceptable. I did not ask that my phone be reactivated. I do not want a new phone. I do not intend to spend any additional funds with Tracfone which is still planning to steal my minutes without a refund.
I accept that the phone has been deactivated for business and technical reasons beyond my control, even though it was not my choice. You state that the phone was deactivated on 6/15/2022. This was done without my authorization or permission nor any notification. THERE WAS NO "Communication regarding the migration was blasted reminding that service will stop working by 2/22/2022" received by me. Blasted to who? When is "blasting" a valid form of communication with a paying customer?!?!? You say "the last redemption you made was on 11/07/2019, done via web, and you had not called us since then." Yes and?!?!? Was I required to notify you??? of what? That my phone was an emergency backup phone that I did not use on a daily basis??? Why is my not calling you even relevant???
Since you did not comprehend my request to resolve this complaint let me spell it out for you. I WANT TO BE REFUNDED FOR THE ******** MINUTES I STILL HAD ON MY ACCOUNT WHEN YOU SHUT MY PHONE OFF.

Sincerely,

*****************
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 21, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you accepted that your phone had been deactivated and would not want to have another phone reactivated with TracFone; however, you wanted to get a refund for the remaining minutes of your account. In addition,you mentioned that you did not receive any communication regarding the migration which indicated that your service would stop by 2/22/2022.

In an effort to provide the customers with the best service, the major carriers are continually improving their networks. As a result, the older generation phones will no longer work, and we need to migrate all TracFone customers currently using non-VoLTE (non-Voice Over LTE) devices. Free SIM cards or compatible phones were offered to customers to continue their service and enjoy the upgraded network; however, this offer already ended. As of 2022, ATT Non-VoLTE network already ended.

An in-depth review of your account shows that communications regarding the network migration has been sent to you since 3/1/2022. The account was completely deactivated on 6/15/2022 due to the device is no longer compatible with the updated network standards. In addition, TracFone Terms and Conditions indicate that service plans, used or unused, has no monetary value. Airtime which remained unused at the time of deactivation will still be available if Service is reactivated within sixty (60) days from the deactivation date, otherwise any unused airtime will be lost.

We spoke with you on August 28, 2024, via phone number ************, regarding the matter with your complaint. We advised you of the above mentioned information,and you requested a copy of the Terms and Conditions sent via email. Therefore,we have sent you an email with the information. You may check the Article III,Section 4 of the TracFone Terms and Conditions by visiting ***********************************************************.

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 1303848552.

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

Sincerely,

Executive *********************

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