Complaints

This profile includes complaints for TracFone Wireless, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  TracFone Wireless, Inc.

  470 Lewis Ave Meriden Mall Kiosk K4 Meriden, CT 06451-2103

• 

  TracFone doing Business as Page Plus Cellular

  1615 Timberwolf Dr. Holland, OH 43528

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  TracFone Wireless

  9030 Walnut Cove Ct Gainesville, GA 30506-4808

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:07/23/2024

  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 purchased a new ******* Galaxy A14 5G directly from TracFone Wireless website on May 28, 24. Order number: *********. It was received in the first week of June, and it was faulty. So, after reporting it to TracFone customer service and receiving the return shipping label, I returned it on June 26, 24 (within the time limit required for full refund). It was received by the merchant on July 1, 24. I confirmed this with *** and also TracFone. Since I didnt get refund, I called their customer service on July 9, 24 and after apologizing, the customer service gave me a reference number for refund (97375685EWP4PO7T). Nothing happened, and after waiting for two weeks and multiple phone calls, I am still waiting for a refund. On July 22, 24, I was given a new Ticket number: 1302063882.TracFone customer service representatives just know to talk politely but are utterly ineffective and inefficient. They have a poor attitude towards their customers when it comes to refunds and service requests.

  Customer Answer

  Date: 07/27/2024

  This complaint has been resolved with the business. No further response required from them. 

• Initial Complaint

  Date:07/22/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a phone that was never received. I have called customer service several times and have been told to just keep waiting for ***** hours. The device was ordered July 8th .

  Business Response

  Date: 08/14/2024

  Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you ordered a phone but never received it. You already called customer service several times and had been told to wait for ***** hours,but still has not received the order yet.
  
  We spoke with you on, July 24, 2024 via phone number **********. We verified the order number ********* and IMEI of the device ending in 7999 with the tracking number 1ZY902R60232146907. The phone is still in NEW status and we confirmed from the *** website using the tracking number, that the package is lost. Therefore,ticket was created for lost or stolen package, with ticket reference number **********. Upon reviewing the ticket, it shows that a refund will be processed in 24 hours. Please be advised that once processed, refund credits will be posted on the account within 3-5 business days. However, it may take up to 30 days for customers to see it reflected on their account depending on their financial institution.
  
  We spoke with you on, August 5, 2024 via phone number ************. We informed you that refund has been processed, and he may contact his bank institution to check if refund has been posted. You understood and ended the call.
  
  If you should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 08/14/2024

   
  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:07/22/2024

  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.

  On May 12, 24 I purchased 2 phones from Straighttalk.com, on May 18, 24 I received the shipment tracking# 1ZY902R60230940285. 1 of the phones main frame was glitchy and 8 hours on the phone with them in 2 months time frame, they've shipped out 2 replacements (1Z7X28F00256941152) (1Z85W81F02761*****) to an incorrect address, and now they've stopped calling me back when they claim a manager will call me back and when I call in they somehow shut my phone off to where I can't make calls until I do a reset. So I started using my boyfriends phone so they couldn't do that to me and they just started hanging up on me. And I still cannot get them to replace this phone. My first replacement ticket# is ********** and they said they were mailing a phone for me to mail back the other phone in that box. *** said the address on that box was ************************************************, which don't exist and *** delivered it to ***********************************************. Along with the 2nd package to the same address as the pictures showed. Which was ***'s wrong doing. They should never of delivered it to that address. Knowing it wasn't the address on the box. It should of been returned to sender. I've called at least 20 times in a 2 month time frame. The 2nd phone replacement ticket# is ********** and that went with the tracking number ending with *****. Please help me get this replaced, I bought a $45 phone card with that phone also and they won't let me use it until that phone is activated. Also the first phone they tried to replace it with was refurbished, when I made the purchase it was not for a refurbished phone it was a new phone. I expect a new phone as exchange or replacement.

  Business Response

  Date: 08/02/2024

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you purchased two (2) phones; however, 1 of the phones main frame was glitch. Upon contacting customer support, two (2) replacement devices were sent to an incorrect address. You kept calling for this issue and were hang up on several times. You were able to detect the incorrect address, also, she was got sent refurbished phones instead of new ones.
  
  Please note that Straight Talk Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. In our review, you purchased the two (2) phones on 05/12/2024 as per Order No. *********. The phone with IMEI number ending in 5211 was reported as defective because the screen was damaged and a replacement request was issued on 05/19/2024 as per reference Ticket No. **********. To assist in the return of the damaged device, we provided you with a pre-paid return label, which was delivered on 05/22/2024 as per *** Tracking No. 1Z85W81F0276121295. However, a claim was open as the package was not received.
  
  Nonetheless, account records show that we sent you a replacement phone per *** Tracking No. *****************. Our records indicate that the replacement phone was delivered on 05/30/2024 to **********, **. The address used for shipping the replacement device to you was obtained from during a call with a customer care representative; however, an in-depth review indicates that the device was delivered to the incorrect address as it was sent to the incorrect street. We apologize for all the inconveniences this situation may have caused. We confirmed a customer care representative updated our system with the correct address on 06/04/2024.
  
  We have contacted you on 07/25/2024, 07/26/2024, 07/26/2024, 07/28/2024 and 07/31/2024 to the phone number ************; we have updated our system for the replacement device you did not receive and it has been changed to a Status of Lost/Stolen as per reference Ticket No. **********. Additionally, we provided you with a new prepaid return label on 07/25/2024 via email ****************** as per reference Ticket No. **********. We confirmed your defective phone was returned to our warehouse on 07/29/2024 at *********, **, as per *** Tracking No. 1Z6980XX9002492284. This incurred in the system automatically sending you a replacement device; however, as the phone was returned after our 30-day return period, the phone shipped was a refurbished phone. You refused to have a refurbished phone as you originally purchased a new phone; therefore, we have started a new replacement request as per reference Ticket No. ********** and a new prepaid return label has been sent to you to return the refurbished phone before we ship a new model.
  
  We attempted to reach you on 08/01/2024 via phone, and email was sent to ******************** and ****************** however, we were unable to speak with you and we have not received an email response from you. We have decided to continue internal assistance towards completing this new exchange process.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number **********.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  
  
  Tracfone Wireless Inc.        
  

  Customer Answer

  Date: 08/09/2024

  I am still waiting for them to call me back to activate my phone. Because I purchased a phone card with the original phone that I purchased. And they are now telling me that it's not showing that a phone card is waiting to be added onto it.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22025947
  
  I am still waiting for them to call me back to activate my phone. Because I purchased a phone card with the original phone that I purchased. And they are now telling me that it's not showing that a phone card is waiting to be added onto it
  
  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 12, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are waiting for us to call you and activate your phone using the airtime plan added on your original phone.
  
  We have reviewed the complaint and found that you received your replacement device on 8/08/2024 via *** with tracking number 1ZY870930200353195, in reference to the warranty ticket ********** created on 7/31/2024. The phone was activated on 8/11/2024 with the $45 plan you purchased on 5/12/2024, with reference number **********. Our record shows that the account is active and provisioned in the network. The usage report also indicates that the service is being used.
  
  We spoke with you on 8/20/2024 via phone number ********** about the aforementioned and confirm the successful activation of your phone; although,you had concerns about your signal dropping when leaving your place. You were advised to perform the necessary update on your phone to which you agreed. In addition, you stated that we can close the case and will call back if further assistance is needed.
  
  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 1303849501.
  
  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: 08/22/2024

  We have completed this complaint. They replaced the phone and even contacted me a week later to ensure the phone is working properly. Thank you for helping me with this matter

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought two phones and three service plans, none of which provided mobile data.

  Business Response

  Date: 07/30/2024

  Dear  *****************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 22, 2024, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you  bought two phones and three service plans, none of which provided mobile data. 
   
  In reviewing Ms. ****** account, it is no longer active due to non-renewal of service. The device is compatible with ******* network and VoLTE compatible device. Records show that there was no service interruption from May 2024 to June 2024 on Ms. ****** account. This account was last replenished on May 23, 2024 with ST $45 Unlimited Talk, Text and Data 10GB for Hotspot / 30 service days. Additionally, we confirmed from another department that there was a data usage of ******* MB from May 23, 2024 to June 23, 2024. 
  
  We apologize for any inconvenience this may have caused. Straight Talk Wireless strives to provide our customers with a reliable network experience; we know our customers rely on it. When assessing the quality of the customer's experience regarding their service, please note that Straight Talk Wireless and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There may be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there may be significant limitations or interruptions in coverage that may result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.
  
  With this, it is imperative to speak with Ms. **** to authenticate the account and verify the reason why she was not able to use her data.
  
  Addressing Ms. ****** complaint, we spoke with her on July 29, 2024, 10:35 AM via phone number ************. As per our conversation, she was able to authenticate the account. She stated that she was not able to access data for the three service plans that she bought and she was asking for a refund. We let her know that we cannot process her request since there was a usage from the date she activated her account until the service was cancelled. She does not want to add another service plan and doesn't want to continue with the complaint anymore. She will just file another complaint.
   
  If Ms. **** should still require assistance, she can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to ticket number 1302185816.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
   
                                                                                                                                                                       
  Sincerely,
   
   
  Executive Resolution Department
       
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/20/2024, 7/21/2024, and 7/22/2024 I called Tracfone because the data on my wifes' phone disappeared. After talking to 2 different people the problem was not resolved. I asked constantly to talk to a supervisor and ****** (her ID # is ******* refused to transfer me. My account is also listed as zip code *****, but my zip code is *****. ****** suppossedly fixed it yesterday and it is still wrong on both mine and my wifes phones today (7/22/24).. Also yesterday (7/21/24) I added 2 GB of data to my phone $20 and my wifes' phone $20 and never got the data. My wifes phone # is ************ mine is ************. I added this with ****** yesterday on 7/21/24. Attached is a payment log from 6/1/24 to 7/22/24. We do have a recording of this conversation. ****** gave us permission. I'm sure they have the recording as well. Last but not least someone put me in auto refill which I never asked for and asked ****** to cancel this today. Thank you for all your help We will be getting rid of Tracfone when our contract expires. Agin, thank you. Sincerely, *****************************

  Business Response

  Date: 08/14/2024

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence date July 22, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that your wifes data balance was wiped out,incorrect ZIP code registered on your account, refilled the phone but never got the data, and Auto Refill was set up without your consent.
  
  TracFone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.
  
  In reviewing, your wifes phone with number ending in 7049; it is active, and the accounts redemption history shows that airtime plans were added on 06/26/2024 with Tracfone $25 Unlimited Talk and Text, 3 GB of Data /30 Days, 1GB of add-on data on 07/10/2024 and 2GB data add-on on 07/21/2024.Manual adjustment was done to her account on 7/22/2024, to reflect the 2GB,reference number **********. The account has a total data balance of 3.68GB.  Meanwhile, your number ending in 5628, it is active and has a total data balance of 3.74GB, from your old plan and recent 2GB data add-on plans added on 7/21/2024. The accounts profile shows your ZIP code but not the service ZIP code; changing the service ZIP code will lead to a phone number change. In addition, there was never a record of your phones being enrolled in Auto Refill.
  
  We spoke to you on July 23, 2024, via phone number **********, and confirmed that you are seeing your two phones' data balance. However, you request to get a refund on the add-on data plan and have your phones unlocked;in which each device was already unlocked. We had to call you back for your refund request for approval. We called back on July 24 and August 4, 2024, we obtain the approval to provide a total refund of $68; $40 for the two add-on data plans and $28 as a partial refund for your unused days; unfortunately, you refused the said amount.
  
  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 1302131538. 
  
  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: 08/15/2024

   
  Complaint: 22024780
  
  I am rejecting this response because: At the time I still had enough text, data, and minutes on both phone to get the about $110 for each phone or total of $220. I have been waiting for an answer from Tracfone. Their offer of $56 is rediculous. and I told them so on 2 different phone calls.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/15/2024

  I ment to say they offered me $68 instead of the $56 I had on the last message.

  Business Response

  Date: 09/04/2024

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 16, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were offered a refund amounting $68.
  
  In our review, your TracFone account is active and provisioned in our system.Previous interaction indicates that you refused the aforementioned refund amount.Meanwhile, Usage Records indicate that your mobile data is being used.
  
  We spoke with you on August 27, 2024 via phone number ************, and discussed the matter with your refund request. As per our conversation, we informed you that the refund can no longer be processed because the plan that was added to both of your accounts have been used. On the other hand, we were able to update the ZIP codes on both of your accounts. Afterwards, you checked and confirmed that the phone features are still 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 1302131538.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 09/06/2024

  Although I wasn't able to reach an aggreement with Tracfone I wish to close the case. When my contract with them ends I am going to switch proveders.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22024780
  
  Although I wasn't able to reach an aggreement with Tracfone I wish to close the case. When my contract with them ends I am going to switch proveders.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/22/2024

  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.

  Note. This is my third BBB Tracfone missing balance complaint since Jan 2024. Prior complaints - ********, ********. Tracfone number - ************ On July 21, 2024, I could not make a call using my Tracfone. Upon checking my Tracfone balances ****************** my 'Call' minutes were missing. Ie. 0 Mins. On July 13, my last balance check I had 13K Mins. This is the 6 or 7th time since December 2023 that I have encountered one or more missing balances. Contacting Tracfone support is fruitless from previous experiences. "The reason why you cannot call is that you used all your call minutes". I get the same song and dance if I speak with a Supervisor or Manager. They will not investigate or accept my proof.Others on social media have complained about this same problem.These problems seem to have started after ******* took over Tracfone.I would change phone services but my Tracfone contract runs out mid 2026.Attached are two files showing my balances on July 13 (13K Call Mins)and July 21 (0 Call Mins).I would like to get my missing Call minutes replaced and reason why this continues to happen.

  Customer Answer

  Date: 07/23/2024

  Missing Tracfone minutes is a well known Tracfone problem.

  Below are samples of Googling 'missing tracfone minutes'. 

  Tracfone knows this problem exist but their support staff is not trained to resolve. They (support) will not investigate or accept customer data showing before and after balances. All support does is confirm your minutes are missing then hang up. This explains Tracfones ultra low BBB rating.

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

  Customer Answer

  Date: 07/23/2024

  Tracfone Corporate contacted me 16:30 on 7/23/24 in regards to this complaint. The pleasant and courtesy female was able to restore 1000 of 13xxx Call Mins. The remaining balance will be restored by tomorrow with a followup call from Tracfone to confirm the balance. I am now able to use my phone in a pinch. Tracfone needs to track down why I keep losing minutes. Very frustratiing. I will close this case once my balance is restored.

  Customer Answer

  Date: 07/26/2024

  On July 26, 2024 the remaining 2K missing call minutes were restored by Tracfone.  See beloe and attachment.

  This satisfy's my complaint.

  We can close this case, again.

  Next month, I expect to open another BBB complaint for the same reason. This has been the trend over the past 7 months.

  My current balances;

  Minutes: 13,209   <--- Previous balances; on 7/25/24 ******, on 7/23/24 1000 , on 7/22/24 0, on 7/11/24 13,158

  SMS: 13,328

  Data: 14:43 GB

  Service End Date: July 21, 2026

  Customer Answer

  Date: 08/30/2024

  Tracfone replaced my missing 13K CALL minutes back in July 2024 but a month later they are missing again. I attached the current balance showing zero CALL minutes.

  Customer Answer

  Date: 09/03/2024

  This complaint can be closed. As of 9/1/2024, my missing CALL minutes were reinstated by Tracfone.

  
  

  Thank you!

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called into Tracfone regarding expired Unlimited talk and text. On my account it shows refill date of 6/28/2024. I purchased the 30 day unlimited talk and texts which brings me to 7/27/2024. I am not able to make any phone calls and my service is restricted even though I've paid for Unlimited Talk and Text. ******* owns Trac phone and I was not able to be helped via online or phone, when I called in for service. I spoke to 4 different representatives that could not assist. Instead, they asked for my IMEI number to troubleshoot when the simply solution would be to correct the plan online or issue a refund. Can someone from head office reach out to me regarding my issues

  Business Response

  Date: 07/31/2024

  Dear *******************************:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated July 20, 2024, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you added a 30 days Tracfone plan on 06/28/2024, but it expire before the service end date, which supposed to be on 07/27/2024. As consequence, you were unable to make any phone calls as the account was restricted and, upon contacting customer service team numerous times you did not receive the required assistance to address this matter.
  
  In our review, your Tracfone account is active with a $15, unlimited talk and text, 30 days plan. According to our database, you purchased a $15 service plan on 06/28/2024. However, the balance information was not updated due to a system issue.
  
  We apologize for any inconvenience this may have caused. We have manually updated the account and issued a $15 plan on 07/20/2024 per reference ticket **********. The account usage records indicate the device is working properly.
  
  We spoke with you via phone ************ on 07/30/2024 and you confirmed that the services were successfully added to the account and declared that no further assistance would be needed.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  

  Tracfone Wireless Inc.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/20 opened Tracfone defective ******** G Stylus 5G phone with 128GB internal memory.Tracfone opened device replacement ticket #**********. I paid for unlimited service $30 but could not use the phone plan.Tracfone poor and outsourced service out of country. Needed to wait long time on line and they kept transfering to different poorly trained agents.Called dozen times and after 30min waiting time Tracfone employees said to ship replacement ******** G Stylus 5G phone with 128GB internal memory within 3-5 days.That did not happened so i needed to call Tracfone support again on 6/24, 6/28, 7/4, 7/8. Tracfone promised to send replacement phone asap within 3-5 days.Tracfone outsourced support people again mislead and replacement phone didnt arrive. so i needed to call Tracfone support again on 7/8, 7/11, 7/12, 7/15. Poor Tracfone service and treating of customers.

  Business Response

  Date: 08/01/2024

  Dear *******************:
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/27/2023, regarding BBB case # ******** complaint.  

  Your complaint states that on 05/20/2024 you opened a Tracfone Wireless ******** G Stylus 5G phone but after encountering that the device was defective, you called to our customer support team and had a Replacement process started with ticket # **********; however, after sending your defective phone, you have not received the corresponding replacement. You have contacted our customer support team several times regarding the matter but to no avail as they have been of no help to the matter.  
  In reviewing your Tracfone Wireless account for the device with IMEI number ending in 0449, records verify that a replacement request was issued for your damaged Tracfone phone on 05/24/2024 since the device was inoperable upon its software froze. Please refer to Replacement Ticket # **********. To assist in the return of the damaged device, we provided a prepaid return label to ship de the device to use per *** tracking number 1Z85W81F0277372352. 
  Upon receiving the damaged device; account records indicate that the replacement phone model was out of stock at that time; we apologize for any inconvenience this may have caused you and have since updated aforementioned replacement ticket on 07/24/2024 to ship the phone model originally requested. Please allow 7 to 10 business days for the device shipment.  
  We attempted to reach you via phone at ************ and emails were sent to ***************** on 07/23/2024, 07/24/2024, 07/25/2024, 07/26/2024 and 07/30/2024. However, we were unable to reach you and despite you have answered many communications via email, due to Tracfone authentication policy; it has not been possible to provide further information regarding the matter in such way. 
  Please know that Tracfone Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Therefore, any changes to an account must be authenticated. 
  Nevertheless, please rest in ease as further follow up will be performed until making sure that the you receive the replacement device along with service compensation for the services paid that have not been in use due to the replacement process delays.  
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. 
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.  
  
  Thank you for choosing Tracfone Wireless.          

  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22016745
  
  I am rejecting this response because:

  Tracfone still DID NOT send Moto STYLUS 5G, replacement phone after 3 months since opening replacement request on May 20th.

  i called Tracfone support 20+ times and every times they promise to send replacement within 3-5 day but Tracfone still did not send Moto STYLUS 5G replacement phone yet.

  I talked to Tracfone support on 7/18, 7/23, 7/24, 7/30, 8/2, 8/6. every times they promise to send replacement within 3-5 day but Tracfone still did not send Moto STYLUS 5G replacement phone yet.
  

  Contrary what Tracfone wrote in ticket Tracfone did NOT email me back on 07/23/2024, 07/24/2024, 07/25/2024, 07/26/2024 and 07/30/2024.

  It is 3 months and I am still waiting that Tracfone ship me a replacement Moto STYLUS 5G phone and provide TRACKING number. This slow serive is ongoing for 3 months since May 20th.

  Sincerely,
  
  

  Business Response

  Date: 08/29/2024

  Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 08, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are still unable to get the correct replacement phone you were promised since May 20th. You were told that you will be getting the replacement phone within 3-5 business days but it has been 3 months and still did not get the replacement phone.
  
  Your TracFone account has been reviewed and our records show that a ticket to replace your phone due to frozen screen issue, was created on 5/24/2024, with replacement phone service ticket number **********. Our warehouse records indicate that we received your damaged phone on 6/24/2024.
  
  Upon reviewing your account our records indicate that the replacement phone is out of stock. Therefore, a comparable device was requested to be processed as a replacement phone,which was a ******** ************ and was delivered on 7/19/2024; however, you wanted to have the same phone model as your old phone, thus, the replacement phone was returned on 7/29/2024, and the same service ticket was updated. In our latest review, the requested phone model is not yet available in our warehouse. We apologize for any inconvenience this may have caused you, and a replacement phone of the same model will be shipped as soon as it is available.
  
  We attempted to contact you via email ***************** on August 23, 2024, to discuss this matter. We received your email response on August 25, 2024, stating that you are still waiting for the replacement phone. We have sent our response via email, regarding the updates of the replacement phone ticket, and we have not received your response to our last email.
  
  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 1302112193.
  
  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: 10/18/2024

  Tracfone is not sending a replacement phone ************* 5G for almost 5 months for phone # ********** Called Tracfone support for 20+ times and explained to Tracfone outsourced support in Phillipines 20+ times. it seems Tracfone poor service is ignoring customer issues and NOT providing a support. Poor customer support continues. ********************** promises to send ************* 5G replacement phone in 3-5 days but still did not provide a tracking number for almost 5 months.   Desired Resolution: Replacement

  Customer Answer

  Date: 10/25/2024

  Hello BBB,
  I have been waiting 5 months, called 40+ times Tracfone support and Tracfone support said 20 times to send replacement ************* 5g 2024 XT2419V in 3-5 days, but it was not yet done.
  Please send Tracfone replacement Moto g stylus 5g 2024 XT2419V that was again promised to be sent on Aug 30 On Friday, August 30, 2024 at 04:24:47 PM EDT,*********************************************************************************** <***********************************************************************************> wrote: Thank you for you interest in Tracfone Wireless. We are responding to your recent inquiry. 
  ....This is in regards to your complaint about your replacement phone that you have not received yet.....we have here (Moto g styles 5g 2024) XT2419V.Kindly respond to this email if you agree for us to sent you the 2024 phone version so we can process sending you the phone as soon as possible...
  I responded and called Tracfone 10 times to send a replacement asap, but it was not done after two months yet after 8/30.
  in fact replacement phone was NOT sent yet for 5 MONTHS for phone #**********.
  I have been waiting 5 months, called 40+ times Tracfone support and Tracfone support said 20 times to send it in 3-5 days, but it was not yet done.
  
  Please what is the mail sent tracking number?
  Thanks,
  
  On Monday, October 14, 2024 at 03:37:45 PM EDT, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent for phone # **********?
  Please what is the tracking number?
  Thanks,
  
  
  On Fri, Oct 11, 2024 at 10:16 AM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  On Mon, Oct 7, 2024 at 11:06 AM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  
  On Fri, Sep 27, 2024 at 12:15 PM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  
  On Sat, Sep 21, 2024 at 7:48 AM,  wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  I called Tracfone today again and asked for tracking number.
  I have been waiting 4 months for a replacement Stylus 5G for ********** and CANT be reached at ********** Since Tracfone still didn't send a replacement phone.
  thanks,
  Thank you
  
  On Friday, September 20, 2024 at 03:44:43 PM EDT,  wrote:
  
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  I called Tracfone today again and asked for tracking number.
  I have been waiting 4 months for a replacement Stylus 5G for ********** and CANT be reached at ********** Since Tracfone still didn't send a replacement phone.
  thanks,
  On Wed, Sep 18, 2024 at 6:46 PM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  thanks,
  
  On Tuesday, September 17, 2024 at 04:01:04 PM EDT, wrote:
  
  I called Tracfone again today and asked Tracfone person what is the tracking number for a replacement Moto Stylus 5G phone?
  I asked to talk to ****** and they told me he will call me back asap. I am waiting and still did not receive a call back so far.
  
  I am waiting 4 months for a replacement Moto Stylus 5G phone **********
  
  Thanks,
  
  
  
  
  

  Business Response

  Date: 10/25/2024

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 18, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that TracFone is not sending you a replacement ************* 5G and you have been waiting for months for this replacement and countless calls have been made to get an update.
  
  In reviewing, your TracFone ************* 5G was reported defective on 5/24/2024 and a replacement was requested with reference number **********.Our warehouse confirmed to receive the defective device on 6/24/2024. However,it turns out that the exact phone model is not in stock causing the delay of shipping you a replacement phone.
  
  We called and spoke with you on 10/22/2024 via phone number ********** and you refuse to receive a comparable phone model unless it is the promised ************* 5G 2024. In addition, your 5 months of unused service must be reinstated upon receiving the replacement phone. With that, an escalation was forwarded to have your replacement phone process. As of 10/25/2024, our warehouse team is processing the shipment of the ************* 5G 2024 and we are waiting for the tracking number to be available. A follow-up call was made to you but with no success. Thus, we sent you an email about this update. Please allow 3-5 business days to complete the shipping of the replacement device.
  
  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 1307644850. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22016745
  
  Hello BBB,
  I have been waiting 5 months, called 40+ times Tracfone support and Tracfone support said 20 times to send replacement ************* 5g 2024 XT2419V in 3-5 days, but it was not yet done.
  Please send Tracfone replacement Moto g stylus 5g 2024 XT2419V that was again promised to be sent on Aug 30 On Friday, August 30, 2024 at 04:24:47 PM EDT, ********************************************************* <*********************************************************> wrote: Thank you for you interest in Tracfone Wireless. We are responding to your recent inquiry. 
  ....This is in regards to your complaint about your replacement phone that you have not received yet.....we have here (Moto g styles 5g 2024) XT2419V.Kindly respond to this email if you agree for us to sent you the 2024 phone version so we can process sending you the phone as soon as possible...
  I responded and called Tracfone 10 times to send a replacement asap, but it was not done after two months yet after 8/30.
  in fact replacement phone was NOT sent yet for 5 MONTHS for phone # **********.
  I have been waiting 5 months, called 40+ times Tracfone support and Tracfone support said 20 times to send it in 3-5 days, but it was not yet done.
  
  Please what is the mail sent tracking number?
  Thanks,
  
  On Monday, October 14, 2024 at 03:37:45 PM EDT, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent for phone # **********?
  Please what is the tracking number?
  Thanks,
  
  
  On Fri, Oct 11, 2024 at 10:16 AM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  On Mon, Oct 7, 2024 at 11:06 AM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  
  On Fri, Sep 27, 2024 at 12:15 PM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  Thanks,
  
  On Sat, Sep 21, 2024 at 7:48 AM,  wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  I called Tracfone today again and asked for tracking number.
  I have been waiting 4 months for a replacement Stylus 5G for ********** and CANT be reached at ********** Since Tracfone still didn't send a replacement phone.
  thanks,
  Thank you
  
  On Friday, September 20, 2024 at 03:44:43 PM EDT,  wrote:
  
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  I called Tracfone today again and asked for tracking number.
  I have been waiting 4 months for a replacement Stylus 5G for ********** and CANT be reached at ********** Since Tracfone still didn't send a replacement phone.
  thanks,
  On Wed, Sep 18, 2024 at 6:46 PM, wrote:
  Hello,
  Please was replacement Moto Stylus 5G sent?
  Please what is the tracking number?
  thanks,
  
  On Tuesday, September 17, 2024 at 04:01:04 PM EDT, wrote:
  
  I called Tracfone again today and asked Tracfone person what is the tracking number for a replacement Moto Stylus 5G phone?
  I asked to talk to ****** and they told me he will call me back asap. I am waiting and still did not receive a call back so far.
  
  I am waiting 4 months for a replacement Moto Stylus 5G phone **********
  
  Thanks,
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/05/2024

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 28, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been waiting for your replacement phone for months now and want to know when you will be getting your ************* 5G 2024 XT2419V along with its tracking number.
  
  In reviewing, as we verify the replacement phone ticket **********, we found that the replacement phone was delivered to your address on 10/29/2024. It was for a ************* 5G 2024 XT2419V.
  
  We attempted to call you on 10/29/2024 via phone number ********** to confirm this detail and assist you in activating the phone but it was with no success.However, on 11/01/2024, you called us to activate the device by keeping your number and the airtime plan lost. One of our agents generated a replacement of your plan with reference numbers ********** and **********. The record shows that the replacement device with IMEI number ending in 2292 was successfully activated on 11/01/2024. You confirm during the call that your concern is fully addressed, and no further assistance is needed.
  
  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 1307644850. 
  
  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:07/19/2024

  Type:Sales and Advertising 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.

  6000 and 7000 referral rewards points disappeared from my Tracfone rewards account. I want the points back.

  Customer Answer

  Date: 08/10/2024

  Tracfone responded to me and resolved this complaint. It can be closed.

• Initial Complaint

  Date:07/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to send out texts any more. I have tried to remove all unwanted apps, and to reclaim all possible space, but I get no helpful replies about how to do that. My service date ends on 9 - 2 - 2024. So I should still be getting service at this time.

  Business Response

  Date: 07/24/2024

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 19, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you are unable to send out texts any more. You have tried to get more space in your phone by removing unwanted apps; however, had no success.
  
  In our review, our account records indicate that the reason why you were unable to text was because you did not have text units left; our records show that you were on a Pay as ************** type. Please note that TracFones Pay as You Go Airtime Cards are available in various denominations of minutes and service days. For each Airtime Card that is purchased and added to a phone, customers will receive the number of minutes, text and data and service days indicated on the card; however, if the amount of balance is consumed before the service end date, you may still purchase more via our authorized channels.
  
  Recent records show that you contacted customer support on 07/20/2024 and purchased additional text units and got assistance regarding your account access. Usage records indicate that text messages are being used.
  
  We attempted to reach you multiple times via phone at ************ and email was sent to ********************* on 07/19/2024 and 07/21/2024; however, we were unable to speak with you. Nonetheless, you replied to our email confirming your issue was resolved and requested to disregard the complaint.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1301926591.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  
  
  Tracfone Wireless Inc.