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.
815 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/07/2024
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've been trying for years too transfer my phone number away from Trac phone wireless. And theycontkinue to not release my phone number to the new carrier. I have tried 10times and they keep blocking the transfer.they say it's ready to port out and it has not transpired 10 times.
Customer Answer
Date: 08/07/2024
I have gotten many port out pin#s from trak phone ********************** when access wireless tries to port out the # . They find that the # he's been locked by Trac phone..that has happened at least 8 times. I have all the e mails with the port out pin # s and them saying do you aggre with this action and I say yes permission is granted. And then they don't allow the # to be released.Ive had this # since 1996 for my plumbing company.my family calls on this # please help I tried 4 years ago and gave up.thats what they want and their customers service is so bad thx! Sincerely *******************************.*************
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 07, 2024, regarding BBB Case number ******** complaint.
Your complaint states that you have been trying to transfer to a new carrier, however, TracFone Wireless would not release your phone number. You have tried to use multiple port out PINs;however, it still shows that your number has been blocked.
Upon review, your account is active and should be ready to be ported out to your new service provider. There are no restrictions being placed on your account preventing your number from being transferred.
We spoke with you on August *******, by phone number ************ and assisted you in generating your *** (Number Transfer PIN); however, due to an issue with your phone receiving an SMS, we were unable to send you the **** Thus, we sent an escalation to provide you with the *** via email.
On August 20, 2024, we got a response from the escalation stating that an *** has been sent to your email address. We spoke with you on August 21, 2024, at ************, and you confirmed that you received the **** You also mentioned the issues encountered preventing you from releasing your number; however, we were unable to provide further assistance after our call got disconnected. A follow-up call has been made twice at 03:00 PM and 3: 31 PM EST, but we were no longer able to get hold of you again.
As of this writing, we cannot see any request yet submitted by your new service provider to release your phone number. Thus, we suggest contacting them again providing them with your correct account number and ZIP Code together with the new *** we have sent.
If you should still require assistance, he 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 1303549786.
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: 08/22/2024

Complaint: 22105770

I am rejecting this response because: they send me a my account installation on my account that I did not ask for and the # to opt out does not work.any ************* *** has called and asked ridiculous questions that they have all the answers for after checking that it's me by sending a code after I have given them my pin # .and then asking me to authenticate my account . It's crazy they don't want to let me go I've gotten 8 or 9 port out pin #s that did not work because they have my # locked and access wireless can't transfer my # that I've had for 27 years for my plumbing business. Can you refer me to any consumer protection Attorneys?

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 22, 2024, regarding BBB Case number ********
complaint.

Your complaint states that your phone number still has yet to be ported out. In addition, you were asked a couple of questions, and that the port-out PINs you received did not work.

Please be advised that TracFone 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.

Upon review, your account is active and should be ready to be ported out to your new service provider. There are no restrictions being placed on your account preventing your number from being transferred.
We spoke with you on August 28, 2024, via phone number ************, to discuss the status of your account and discuss the matter with your complaint. You mentioned that you were driving and could not process the request at the moment. You mentioned that you would just call us once you are available.
As of this writing, we cannot see any request yet submitted by your new service provider to release your phone number. Thus, we suggest contacting them again to process your request.

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 Resolution Department
Initial Complaint
Date:08/06/2024
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.
I participated in 'Refer-A-Friend' promotion by referring two lines, worthy of one ***** points and another ***** points (total of ******) on Aug/1/2024. These two rewards were initially posted (and still show up) on my online account's rewards activity dashboard, but these pending points are now removed from my account. ********************** agent is saying that these points are gone as the promotion ended on July/21, even though the promotion is still actively advertised on Tracfone website ( ************************************************ ).My line is ************, and those of referrees are ************ and ************.I would like your help to have Tracfone honor the promotion and refund ****** reward points onto my account.
Business Response
Date: 08/19/2024
Dear ***********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 07, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you referred two lines through TracFones Refer-A-Friend promotion and should receive a total of 11, 000 points. The points were initially posted on your account, but it was now removed. You were informed that it was removed after the promotion ended on July 21, 2024.

In reviewing your account Loyalty Reward Points history, we confirmed that there was indeed a successful referral happened on August 1, 2024. However, the points were removed from the system due to a system issue encountered. We apologize for any inconvenience we have caused with the issue

We spoke with you on August 14, 2024, by phone number ************. We have carefully checked the case, and we can see that you should have the points on your account. Thus, we added it manually and we can confirm that the points are now available on your account.

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 1303524254.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/06/2024
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 did an online chat with one of their agents last Monday July 29th.The agent gave instructions for me to follow, and after that I had no service at all. I spoke to several agents in the days to follow, was on the phone for literally hours, and each one asked me to do all the same steps as the last. Nothing helped. My phone has been rendered useless since the chat agent told me to reset a setting. This has been beyond frustrating, and I would just like my money repaid for service I do not have. I've read several reviews from people who have ha the same and similar issues, so this company is treating its customers very poorly.
Business Response
Date: 08/20/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 07, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you lost phone service and would like to get a refund.

We reviewed the case and found that your *** card/phone was not registering to the network; a *** replacement was sent out and delivered on 8/02/2024, per *** tracking number 1Z85W83R0161792899. On 8/03/2024, the *** information was updated on the network and we even reset your plan, reference number **********. However, the service still does not work. We do apologize for the inconvenience this concern may have caused you.

We spoke with you on 8/19/2024, via phone number ********** and refund was processed as requested,amounting to $83, with reference transaction number 47789226WZKY0DY1. The refund should be posted within 3-5 business days up to 30 days depending on your banking institution.

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 1303635870.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:08/06/2024
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.
New phone was ordered on 6/9/24. The camera on the new phone was defective. I contacted TracFone and initiated an exchange on 7/4/24. Tracking shows the phone arrived to their warehouse on 7/9/24. I have not received my new phone. I have called routinely. **************** representatives have been of no help. They have "scheduled" times for someone to call me back, but no one does. Since the new phone has not shipped, I asked for a refund, but they will not process it. On 8/2/24 I was assured that my phone would arrive by 10am on 8/5. It never came. As of today 8/6, I was told that the only "update" they can give me is that the phone hasn't shipped yet.
Business Response
Date: 08/19/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 7, 2024 regarding BBB Case number ******** complaint.

Your complaint states that the phone you ordered on 6/9/2024 has a defective camera,so you requested a replacement phone on 7/4/2024. The defective phone was returned on 7/9/2024; however, as of 8/6/2024, the replacement phone has not been shipped out yet, and you could not get it refunded.

TracFone only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website.

In our review of your account, we found out that a ticket to replace your phone was created on 6/23/2024, with reference service ticket # **********, and the defective phone was returned back to the warehouse on 7/9/2024. An in-depth review of the account indicates that the replacement phone was not shipped out in a timely manner due to a systemic issue we encountered. We apologize for any inconvenience this may have caused you. The ticket was updated on 8/8/2024 and the replacement phone with IMEI or Serial number ending in 6481 was shipped out on 8/9/2024. Based on *** tracking number 1ZY870930200354854, the device was delivered on 8/13/2024. In addition, the phone was activated with your old phone number ending in 5687.

We spoke with you on August 16, 2024, via phone number ************; you confirm that you received the new phone. In addition, you verified that the phone was activated and is working properly.

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 1303607313.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/19/2024

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:08/06/2024
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 purchased a device from ********************** on August 1. It is now August 6 and the device has not yet shipped. At which point I called today August 6 to cancel the order and spoke to 2 representatives. First one ****** ID ****** and second ********* ******. Both told me that once the order is placed I can not cancel the order. I can only reject the shipment once it is shipped. If the company told me it took a week to process an order, I would not have purchased the item.
Customer Answer
Date: 08/08/2024
The company overnighted the phone and was received today. I will end up keeping it and would like to close the case
Initial Complaint
Date:08/06/2024
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 son placed an order with Straight Talk wireless on July 31 and it was cancelled the same day. I received an email from loss prevention the same day stating that I would receive a refund within ***** business hours. This is the second time that the company cancelled the order without explanation. Yesterday when I called to follow up I was told that it would take ***** days which is unacceptable. I would like a refund promptly back to the original form of payment.
Business Response
Date: 08/20/2024
Dear **** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 6, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your son placed an order with Straight Talk Wireless on July 31, 2024. However, it was cancelled on the same day without any explanation. The ************************** confirmed that you would receive a refund within ***** hours.

In order to review the order made by your son, we will need information regarding the order such as order ID number and email address used.

We spoke with you on August 20, 2024 via phone number ************. You mentioned that the order was placed on July 30, 2024, on behalf of someone; however, it was cancelled, but your credit card was still charged with $93.66 and was not refunded yet. In addition, you only got the email address used to place the order which is ************************* but not the order ID itself. In case you forgot the order ID number, we can resend it to the email address you used.Using the email address, we found out that a transaction was made towards an order placed online on July 30, 2024, amounting $93.66. However, the foregoing amount was credited back to the account on July 31, 2024, with reference number B2C_HANDSETS2024073050990623.

Our call was disconnected, so we were unable to provide this information to you. We attempted to call you back afterwards via same contact number; however, we failed to reach you. We have also sent an email to ********************;however, we still has not received your reply.

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 1303559493.

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:08/05/2024
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 had a phone through the *** program and when that ended, I started buying minutes for it I have not been able to use the phone and I paid for minutes through August 23. Ive called six times and I even bought a new phone. I purchased a new phone online at walmart.com and they told me it had to be scanned to be activated, but ******* wont help me with that. So then, TracFone told me to send an email to ****************************** but it comes back as undeliverable. I was then on hold for 41 minutes with an agent. He said he would put me on hold, and then I could hear everything and they were laughing and giggling in the background. Kept trying to get his attention and he got mad at me and said listen. I told you to wait. So now Im out almost 50 bucks and no phone
Business Response
Date: 08/19/2024
Dear Trisha *****,

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

Your complaint states that you purchased a new phone to transfer your minutes but were unable to activate it because it had to be scanned.

We have reviewed your case and found that you transferred your number and service to a new phone on 8/05/2024,reference number **********. Prior to the transfer, the record shows that your new phone was an inactive device; it means, it was either not properly scanned at the register or point of sale system was down when it was scanned. To resolve the matter, you were advised to have it rescanned from the store or provide proof of purchased via email at ****************************** or via Fax **************.

We spoke with you on 8/15/2024, via phone number ************ and you confirmed that the transfer was completed; however, the service is not working. You requested a callback at a later time to troubleshoot but upon calling you at the scheduled time, we were unable to contact you. We have not heard from you or received an email from *********************** To this date, the account is active and provisioned in the network, but it has no remaining balance. For the service to work, a new refill is needed.

If you should still require assistance, you can contact ************** enter PIN (1900 or *****. 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 1303508978.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/03/2024

Complaint: 22095469

I am rejecting this response because:
they have not tried to reach out again and when I called, I just keep getting transferred

Sincerely,

***********************
Business Response
Date: 09/11/2024
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 3, 2024, regarding BBB Case number ******** complaint.

Your complaint states that there are no attempts to reach you out again regarding your initial complaint, and when you called, you kept on getting transferred.

Your account history shows that we contacted you on 8/15/2024 via phone number ************; you mentioned that the phone number was transferred to the new phone, but is not working. You requested a callback in 3 hours since you were driving. We attempted to call you back via same number 3 hours later at 3:53 PM EST; however, we were unable to reach you.

In our review of your account, we found out that you previously applied with SafeLink Lifeline on 8/5/2024, which was associated with your previous Affordable Connectivity Program (ACP) enrollment. However, due to the discontinuation of the **** your lifeline application was not successfully enrolled. In order to receive lifeline benefits, you will need to reapply for the program at www.safelinkwireless.com or contact customer service. Meanwhile,due to the cancellation of the application, your account with service due date of 8/23/2024, was deactivated on 8/19/2024.

We spoke with you on September 9, 2024 via phone number ************, upon conversation, we informed you of the abovementioned information. You mentioned that you purchased a service plan to activate your account; however, you ended the call afterwards, after saying not to contact you again.

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 1303508978.

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:08/05/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I joined safeLink. They sent me a phone. The phone had a lot of problems. I notified them and they refused to replace it. I was in a bad accident in April and could not even call 911 from the phone. Since I am in my 70's and have health issues and need a working phone I saved and purchased a phone on my own. It was $79.95 and had a memory of 128 gb of memory. I had the phone for about two weeks and it had a few problems so asked that it be replaced. **** sent me a much inferior phone with only 32 gb of memory. I contacted them talked two at least 7 or 8 different people and was told a different story each time. I was lied to many times. ONe day I was on the phone for actually 6 hours with them. They sent me another phone today the same inferior phone they sent me the other day. The 32 gb phone for $49.99. The exact same phone they sent me the other day. They refuse to replace the phone I paid for. I don't think I should have to accept a phone of lesser value than I purchased. Every 32 gb phone I have had from them within in a week speaks to me and says your memory is full your phone will die your memory is full your phone will die. All I want is for my phone I bought to be replaced. I don't think that is to much.$79.95 Plus
Business Response
Date: 08/19/2024
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2024, regarding BBB case # ******** complaint.

Your complaint states that you purchased a phone to use with your SafeLink benefits,worth $79.95 with 128 GB of memory. You have problems with the phone after 2 weeks, and asked it to be replaced; however, you received an inferior phone model with 32 GB of data on 2 different occasions. You would like to receive the same model you bought.

SafeLink only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. We checked your account and we found that you purchased your new Blu view 5 Pro, Model B170DL, on 6/28/2024 per Order No.117079198. Our records indicate you have reported that the phone was defective on 07/16/2024 and a phone exchange process was initiated as per reference Ticket No. **********, to which a replacement device was requested and delivered on 07/22/2024 as per *** Tracking No. 1Z7X28F00257679042; however,the phone delivered was a refurbished ******** g play 2023, Model XT2271DL.

Please note that during the limited warranty period SafeLink may, at its sole discretion, replace the Product with a refurbished phone of the same model if available, or if not available, of a comparable model of phone. However, we can detect the phone sent to you has features that are not completely comparable to your defective phone. We apologize for all the inconveniences generated due to this issue.

Upon receiving the replacement device, our records show that we started a new device exchange request on 7/30/2024 in the attempt to send you a phone of a comparable model to the Blu view 5 Pro; however, the phone to ship was preselected as the ******** g play 2023 and this phone was delivered on 8/05/2024 as per *** tracking No. 1Z7X28F00256259480. Please refer to the Warehouse Exchange Ticket No. 1302565631.

We have contacted you on 08/14/2024 and 08/16/2024 to the phone number ************;you have explained to us that you cannot use the phones as you are prevented from using it as its full capacity due to its limited memory capability. With this, we have requested a physical return label that will be used for you to return the incorrect phone models we sent you to SafeLink, with reference service ticket **********, and you agreed. As soon as the devices are returned,we will send you the replacement device for a more comparable device to the Blu model B170DL and will keep communicating until then.

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 1303497480.

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:08/05/2024
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.
Purchased a new Tracfone from HSN. My current phone time was about to expire. The plan would to activate my new service the day before. I successfully activated my new ******* Galaxy A14 with service for A year on 7/26/2024. I successfully transferred my contacts and photos. I kept the same number and made a test call as suggested. The next day before church I wanted to download my Amazon app to pick up a package after church. I could access the contents of the phone. I called customer service #**************. I spoke with a person who kept suggesting I must have entered the wrong pin#. I assured him I wasn't. I had to leave for Church without a phone so I told him I would call back later. We were having communication difficulties. Later that date, 7/27/2024 I called back and spoke with a young lady. After hours of explaining the situation, going around in circles she agreed the phone was defective and in 3 to 5 business days I would receive a Phone replacement of equal value or greater. I was then to return the defective phone. I had to go out of town. When I returned on 8/4/24 there was no phone. I called customer service. I was told by ****** after inquiring about the status of the delivery no phone would be released until the received the defective phone. I explained that I was concerned about the information I had initially downloaded to the phone and a breech of my security. He said that was the procedure and there was nothing else. Today 8/5/24 I called HSN customer service #************** and spoke with ****** and explained the situation. She said it was nothing she could do. I then called Tracfone customer service for help . I was transferred to what I was told was ***************** I believe I spoke to ********. The news got worse. I was told I would have to return the defective phone. It would be repaired and returned or I would receive a refurbished phone. That could take months. I have no phone. This is all new .
Business Response
Date: 08/19/2024
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2024, regarding BBB case # ******** complaint.

Your complaint states that you purchased and activated a phone with your old number and a year of service on 7/26/2024; however, the next day, you were unable to access the device. The phone was deemed defective after you contacted customer service, and you were advised to wait 3-5 business days to receive a replacement phone. However, when you called back on 8/4/2024 to inquire about the status of the delivery, you were told that the shipment will start once you returned the defective phone.

TracFone only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged TracFone phone on 7/28/2024. We determined the device needed to be replaced, since the screen has frozen, with ******************* Ticket # **********.To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number 1Z85W81F0248744611 on 7/31/2024. The shipping information was provided to you via email at ********************.

Our records indicate that we did not receive the damaged phone from you yet. TracFone requires the customer to return the damaged device within the ****** return period. Per TracFone's policy, customers are responsible for returning devices in a timely manner.
We spoke with you on 8/16/2024 via phone number ************ and we discussed the status of the replacement phone. You requested to receive the new replacement phone prior returning the defective one, as this is the only phone you have for emergencies and you live in a dangerous neighborhood. As a courtesy, we have updated the original replacement service ticket created on 7/28/2024 for you on 8/16/2024. Replacement phone ticket indicates that we sent a replacement phone on 8/17/2024 via *** tracking number 1ZY870930200356049. Per our records, the estimated delivery date will be on 8/19/2024 at *******, **. We agreed to make a follow-up call once you receive the new phone.

If you still require assistance, you can contact an agent at ************************; 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 1303507487.

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:08/05/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone did not honor their promo code. I did not get $15 off. GET MORE FOR LESS Get $15 OFF when you purchase a $125 1-Year Smartphone Card using Promo Code 44282.GET $15 OFF *Service must be active and in use within any six month period. Offer available online only.Actual availability, coverage and speed may vary.Join Rewards today to receive 110 Points with your purchase
Customer Answer
Date: 08/20/2024
---see attached--
Here is the screen shot of the ad.

Customer Answer
Date: 08/20/2024
Here is the original copy of the ad.

GET MORE FOR LESS
Get $15 OFF when you purchase a $125 1-Year
Smartphone Card using Promo Code 44282.

*Service must be active and in use within any six month period. Offer available online only.
Actual availability, coverage and speed may vary.
Join Rewards today to receive 110 Points with your purchase
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 5, 2024, regarding BBB case # ******** complaint.

Your complaint states that TracFone did not honor their promo code to provide a $15 discount when purchasing a $125 plan.

We contacted you on 8/15/2024 via phone number ********** wherein you agreed to forward a copy of the promo code in question, in which we received the information via email ********************** In an in-depth review, we found that the promo code ***** has expired on 12/31/2023. With that, redemption using the promo code to get a discount at a later date will not be possible. We apologize for any inconvenience this may have caused you.

Tracfone Wireless Terms and Conditions states that, TracFone airtime has no cash value and is non-refundable. TracFone airtime cards, airtime rate plans, and card denominations are subject to change without prior notice.

To provide feedback, we made follow-up callbacks on 8/16/2024 and 8/19/2024 via phone number **********, but with no success and have not received another email response.

If you should still require assistance, you can contact ************** enter PIN (1900 or *****. 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 1303497504.

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: 08/23/2024

I sent Better Business Bureau and TracFone Wireless photocopy and screen shot of the add it did not expire. TracFone Wireless acting unethically and unprofessionally. They should honor their promo code to provide a $15 discount when purchasing a $125 plan.
Customer Answer
Date: 08/23/2024

Complaint: 22093400

I am rejecting this response because: I sent Better Business Bureau and TracFone Wireless photocopy and screen shot of the add it did not expire. TracFone Wireless acting unethically and unprofessionally. They should honor their promo code to provide a $15 discount when purchasing a $125 plan.

Sincerely,

***************

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