Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,480 total complaints in the last 3 years.
814 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date: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.
Initial Complaint
Date:07/18/2024
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 bought a Tracfone from HSN that stated it came with one year of service and 1500 minutes, 1500 texts, and 1.5 GB of data. I was already an existing Tracfone customer, and already had about 2.7 GB data, 4872 minutes and 5221 text on my existing account. When I called to activate my new phone, I asked to use my existing phone number and to transfer over the existing amounts to my new phone. After the new phone was activated, it only showed up with the amounts that I already had, and didn't add the new amounts that came with the new phone. It extend service for one year, but that's all. In fact the date was decreased by almost 2 GB.I called three times to try and get this resolved. The first two times they told me to turn off and on my phone and wait 15 to 20 minutes. Both times nothing happened. Each time I turned off and on my phone, I kept on losing data even though I was using my wifi. Third time I called back, I asked to speak to either tech support or a supervisor, and the agent said she couldn't do that. She kept repeat the same thing that she couldn't transfer my call and that she was trained to do that.
Business Response
Date: 07/22/2024
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 number ******** complaint.

************** complaint alleges that he purchased a new phone from HSN and it came with 1500 minutes, 1500 Text and 1.5GB of data for 1 year. He activated the new phone with his existing phone number. He currently had a balance of his existing account 2.7GB of data, 4872 minutes and 5221 text. After the new phone activated, it only showed up with the amounts that he already had, and did not add the new amounts that came with the new phone. He called us but nobody helps him.

As per investigation, phone account is active and well provisioned in the system. Records shows that new phone was activated on 7/18/2024 with service plan added $125-1500 minutes, 1500 text and 1500mb of data. As check, account was activated with his existing phone number ending in 8856 refer to this phone upgrade ticket number: 1301880012.

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. With this, we need to speak to the customer for further assistance with the issue.

We contacted the other department and verified the balance of the old esn before the customer activated the new phone. And we successfully replaced the total balance to the new phone refer to this ticket number: ********** and 1302011782.

We called and spoke to the customer today, July 21, 2024 at 3:21 PM EST via phone number **********. We discussed about the missing balances of his account. We informed him that we already replaced the missing balances of his account and customer was able to check the current balance of his phone through his my account app. ********** was thankful to the resolution provided. We also verified from him that phone features like calling, texting and data is working fine. Thus, case will be closed.

If ************** 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 this Ticket Number 1302013128.

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: 07/22/2024

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:07/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new iPhone SE3 from Tracfone.com for $189. Upon receiving the phone in the mail, I have been unable to activate the phone. When trying to do so via the Tracfone website, I get a message that says "Device is not eligible for the requested action." I called the associated customer service number twice ***************), and they were unable to assist me; they offered to transfer my existing number to the new phone, but were NOT able to help me activate the phone itself. Upon googling my problem, I discovered many, many, many other customers have had the exact same problem with this company and this model phone. The difficulty seems to come from the *** number of this model of iPhone being incorrectly considered an "e***" instead of a physical *** number. Some customers report having their issues solved by talking to a "knowledgeable" customer service representative, but this seems to come down entirely to luck with regard to the customer service rep who answers one's phone call. My only options seem to be returning the phone, or continuing to call back and hoping I get a "knowledgeable" customer service rep who will answer my questions, or who has dealt with this issue before. This is an unacceptable result! I have a new phone, I gave this company money for it, they are unwilling to activate it for me.
Business Response
Date: 07/29/2024
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 number ******** complaint.

************ stated that he purchased a new IPHONE SE3, upon receiving the phone he was not able to activate it. He tried to activate the device through the website but he encountered error which says" Device is not eligible for requested action". He tried to call customer service but he mentioned that it was not able to assist him. But it offered him to transferred his phone number but cannot assist him with activating his new phone. He googled his issue and he discovered that there were also a lot of customers encountering same issue. He was really hoping someone could assist him.

Upon review, account active and provisioned on the system.

We attempted to contact customer last, July 20, 2024, at 4:01 PM EST via phone number ********** but to no success, routed to voicemail. July 21, 2024, at 11:03 AM EST via phone number ********** but to no success, routed to voicemail.

Account is already USED, deactivated last 07/23/2024 due to PORT OUT.

We are not able to contact customer last, July 25, 2024, account is deactivated, no alternate number provided. We are not able to contact customer today, July 28, 2024, account is deactivated, no alternate number provided.

If ************ should still require assistance, he can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. July 22, 2024 at 10:07 AM EST via phone number ********** but to no success, routed to voicemail.

Please refer to KANA reference number ******* or Ticket Number 1301969866.

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:07/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ******* phone which was purchased a year and a half ago from tracfone.The phone died after I had just purchased another year of service and 1500 minutes, 1500 hundred text and data which cost $140.00.After several attempts to fix the phone on my own, ie going to a ******* service center and viewing several videos, I was told by tracfone to send the phone back and they would send me a replacement phone. I sent the phone back, they received it. 2 months in and several calls later being put on hold, still no phone and as of July 18 Im being told no replacement phone is forthcoming. So, I have asked tracfone to send me my defective phone which has all my info, photos, contacts, etc back to me. I have also asked for my refund back to no avail. Last person I spoke to is ******* at **********************.
Customer Answer
Date: 07/26/2024
Tracfone has emailed and ****** stated they are still working on the
replacement phone and Im to give them another week. I have been without
a phone since May. This is not acceptable. I either need my phone back
which I sent back to tracfone, a replacement phone and my refund of
$140.00.
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 19, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a ******* phone from Tracfone, a year and half ago. However, suddenly it stopped working and you returned it to our facility center. However, you did not receive a new phone replacement.

We spoke with you on July 29, 2024 via phone # **********. You confirmed, you got a new replacement phone and you wanted to transfer your phone number to the new phone. However, due to authentication failure, we failed to transfer your phone number. With this, we had to escalate the case to override the standard account authentication process to update your email address.

We received an approval from the escalation's team to override the account and update your email address to ************************
Thus, we spoke with you again on July 30, 2024 via phone # **********, to update your email address and transfer your phone # ********** to the new phone. However, during the transfer process, we experienced a system error " Process Upgrade Error : Error - ESN_TO is active and belongs to a different account= **************************************
We confirmed your new phone has still not been activated. With this, prior to creating a system erorr ticket , we had to fix the ***** The error has been fixed by removing the ****

The transfer process successfully went through to our system ,however, the phone initial set up was not done yet and It might have taken more of your time due to password issue. Thus, we agreed for another day callback.

We spoke with you on July 31, 2024, via phone # ********** and confirmed the initial phone set up was about to complete. We continued setting up your new device and confirmed the new phone has been working with calling, SMS and data have been working fine as we made a test call, SMS and data testing.

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

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

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

Sincerely,

*******************************
Customer Answer
Date: 08/12/2024

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:07/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
it was the 10 of July I call in my telephone bill and talked with someone to pay my phone bill and the man that took my payment took off 2 payment of ***** 2 time and want put it back on my card I have talk with them 4 to 6 time since then they said 24 to48 hour and they never sent my money back yet it's ***** what they owed me and I need my money thank you in advance to whom this concern ***********************
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 18, 2024, regarding BBB case # ******** complaints.
Your complaint states that on June 10 you contacted customer support to pay your monthly service plan for $38.26 and you got double charged for an amount of $76.52. Consequently, you contacted customer support for the refund of $38.26 and they informed between 24 and 48 hours you would receive the refund; nonetheless, you have not received it.

We checked your Straight Talk Wireless account ending in IMEI 8078 with the service plan of $35.00 which includes: unlimited minutes, unlimited text messages, up to 10 GB of mobile data, and unlimited minutes to ****** and ******.

Moreover, we verified the account and were able to identify you were double charge for an amount of $38, 26 on 07/11/2024, due to a system error. We apologized for the inconvenience this may cause and processed the refund for the total amount of $38.26 to your bank account within the next 5 to 7 business days after processing for the service plan purchased during your enrollment period. Please allow up to 30 business days for the refund to reflect on your account. Our refund process is virtually real-time. However, the turnaround time depends on the customers bank or issuer. Banks may release the fund earlier if it is a debit card.

We have contacted you on 07/20/2024 to the phone number ************ and after the account identity protocol was processed he confirm us the amount and date when he got double charge; consequently, we did an internal escalation for us to refund you the $38.26 with the support of the ticket that was previously created on 07/11/2024, as per ticket reference No. **********. We agreed for a callback as soon as we have any answer from the internal escalation.

As settled, we have contacted you on 06/24/2024 via phone to inform you the refund was made for the amount requested and provide you the time frame the money is going to take to be reflected on your card.
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 1301948324.
Thank you for choosing Straight Talk.

If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
Initial Complaint
Date:07/18/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered an I phone 12 from straight talks website it said if you sign up for the silver plan reoccurring payments, you will receive $25 in credits and pay $20 monthly. I followed all instructions and they still charge me the full price amount claiming they no nothing about what deals are on their website. I have spoken to several people with no resolution to my problem. I don't want other people to get scammed by them.
Customer Answer
Date: 07/23/2024
I have talked to straight talk several times and they refuse to acknowledge or correct anything. They just keep giving me different stories and excuses. I would just like people to beware.
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 07/18/2024, regarding BBB Case number ******** complaint.

Your complaint states that you didn't receive the right amount of discount as what is advertised on the website.

As per investigation we also found out that you are enrolled in Lifeline plus ACP and her ACP enrollment number is *********. In addition, the current plan that you are using is ST 350 minutes with Unlimited text and 3GB of data.

We have contacted you on July 20, 2024, and we were not able to speak with you. Thus, we left him a voicemail message. We also sent you an email and responded to one. We attempted to reach you on July 22, 2024, via phone number ********** at 9:40 AM EST, and we were able to speak with you. As per having conversation with you, we let you state the problem that you encountered and addressed it. As we continue, we attempted to authenticate the account, but you stated that the device is not with you as of the moment and requested for a callback the next day. We attempted to contact you again on 07-24-2024 and 07-27-2024 but still were not able to reach you. For the 5th time we attempted to reach you on July 29, 2024, via phone number ********** but still were not able to reach you.

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 (Enter Kana case Id) or Ticket Number (Enter TAS Ticket Number).

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing (Enter Brand).


Sincerely,


Executive Resolution Department
Initial Complaint
Date:07/18/2024
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.
Been with TracFone (Page Plus) for years using their auto refill plan. Recently, my phone service was shut off for an unknown reason. Called the company and got their usual poorly trained CSRs who barely speak English. They were unable to explain why the service had been shut off. Tried accessing my Page Plus account to see the call history and found out that was also not available. Asked for a supervisor and was told they have none. Followed their instructions to try and access my account. Nothing they suggested worked. They did admit that my service should not have been shut off since it auto-refilled nine days prior. Service was restored, but online access remained unavailable. Sent a registered letter to the company requesting resolution of the issues. Received no response. Finally was able to figure out the account access problem without their help. Essentially I did the opposite of what they suggested and it worked. This company is going downhill very fast. All they care about is taking the money and running. **************** is nonexistent. At this rate they won't be in business much longer. I see from online reviews my situation is not unique to Page Plus (TracFone) customers.
Business Response
Date: 08/08/2024
Dear *********************,

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

Your complaint states that recently your phone service was shut off for an unknown reason,even if you are enrolled in an auto-refill plan, and no one explained to you why your service was shut off. You were also having trouble accessing your Page Plus account, and there was no proper assistance provided to resolve it.

We apologize for any inconvenience this may have caused you. Page Plus Cellular strives to provide our customers with a reliable network experience; we know our customers rely on it.

In our review, your account is currently active and well provisioned in our system. The device is a VoLTE compatible and records show that it is being used. This account was last replenished on July 21, 2024 through auto-refill with $12.00 monthly plan 500 minutes, 500 Text and 100 MB 4G LTE for 30 service days. Furthermore, we cannot see any issues with your account information restricting you to access your account online.

We spoke with you on July 23, 2024 by phone number ************. As per our conversation, you have mentioned that you requested an early replenishment for your account on July 31, 2024 with reference number ************* after your service stopped working on June 29 and 30 of 2024. After we authenticated your account, we made thorough review on it and we have found out that there was a mismatch on the expiration date on your account, which caused interruption of your phone service. Thus, an escalation has been submitted to fix the issue.

On August 5, 2024,we made a follow up call to you providing the updates with the escalation submitted. Since there was no option to manually update your service end date, we added one month of free service plan on your account as courtesy for the inconvenience. Additionally, we advised you to cancel your auto-refill to avoid charges this August 21, 2024 and make sure to re-enroll on September 30, 2024 to keep your service active.

If you should still require assistance, he 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 1302121362.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Cellular.

Sincerely,
Executive Resolution Department
Customer Answer
Date: 08/08/2024

Complaint: 22007171

I am rejecting this response because:

So far, PP has been unable to satisfactorily remedy my continued phone outages. The Company has made an effort to solve the issue, but as of, yet it has not. I was told in July that the problem was fixed and yet again at the end of the month my phone shut off. PP has done as indicated by allocating additional minutes and instructing me to unenroll in the auto refill option. I have done that. Now the question remains as to what will happen on August 30th. Will my phone shut off AGAIN? I have made a note to re-enroll in auto refill on Sept. 30th as instructed.
Let's see if my phone will remain active until that date arrives.... (Sept. 30). If it does, then the problem may be resolved. If not, then the issue still remains.

Sincerely,

*********************
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My approved Lifeline Recertification ID, which Lifeline tells me is all I need to reactivate ***************** is neither acceptable to your customer-service people nor does it fit in the space to enter it online. On 6/19, TracFone.com was not accepting my credit-card when I tried to buy some minutes to tide me over while trying to fix 1., telling me to try back later, which I did not. I then had minutes showing the next day (6/20, unlimited talk/text, 10GB data) and I thought it was my 90-day extension guaranteed by FCC after the end of ACP. With minimal usage and frequent checks on these minutes, by 6/26, there was a shocking 0-0-0. I am currently disputing the $15 charge to my card. Filed complaint with PA attorney general and keep getting repeat identical e-mails from your employee **** insisting I call her in spite of my having stated I have no phone service and want an email resolution. How rude! I have paid for TracFone airtime-card minutes for 20+ years, and have had Safelink for one. I like the service -- until a problem arises! Please show respect for a good customer!
Business Response
Date: 07/29/2024
Dear ***********************************:

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

Ms. ********* complaint states that she is part of the Lifeline program; however, the benefits are not provided. Also, she tried paying for service, but was unsuccessful; she saw on her account on 06/20/2024 that she had unlimited service and she thought it was for a 90-day extension guaranteed by *** for the ending of ***. She noticed no usage by 06/26/2024 and she is now disputing a $15 charge. Additionally, ******************** was contacted by an agent for a PA ****** of ******** General complaint, and the issue was not resolved as she was requested to speak with the agent and was unable due to having her service off.

In our review, ******************** applied for the Lifeline and the Affordable Connectivity Program (***) on 01/06/2023 and was enrolled on 01/17/2023 for Lifeline and on 01/18/2023 for ***, with benefits that included unlimited minutes, unlimited text messages, unlimited high-speed mobile data and 10 GB of mobile hotspot. However, our records indicate that Ms. ********* Lifeline benefits were cancelled on 06/22/2024 because she was unable to complete the annual recertification required to maintain her program eligibility. Due to cancellation of the benefits, her service ended on 06/26/2024.

Please note that customers must verify their eligibility every year to continue receiving Lifeline benefits. They will receive a notification through email or regular mail advising them to perform the annual verification when their account is due for renewal. If the annual verification is not completed, customers will be de-enrolled from the SafeLink program and no benefits will be delivered.

Regarding the 90-day extension for ***, please note that the *** is no longer accepting new enrollments owing to financial depletion. This will no longer be offered until funding for the program is secured to enable additional enrollment. For new customers who applied after February 7th, the application will be "on hold," and unless Congress approves additional funding for the *** program, the application will be automatically cancelled within 45 days. Consumers may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************. The *** has declared that since 06/01/2024, *** ran out of funding, for now, the *** discount is no longer available to households.

If ******************** wishes to have active service with the Lifeline benefits, she may reapply at www.safelink.com.

On the other hand, the service plan ******************** purchased for $15, our records indicate that is an add-on service plan, a plan that is not covered by the benefits and that only includes 20 GB of mobile data.

We have contacted ******************** via email at ****************** on 07/19/2024, 07/21/2024, 07/24/2024, 07/25/2024 and 07/28/2024. She informed to us she has recertified for Lifeline with the National Verifier, but she stilled required singing up with SafeLink in order to obtain the service. Our records show that she applied for Lifeline with SafeLink on 07/21/2024; thus, we manually reconnected her account on 07/23/2024 as per reference Ticket No. ********** in the attempt to reach her via phone. As of 07/28/2024 we can confirm that the benefit is properly provisioned on Ms. ********* account, we have confirmation from her that the benefit is provided on her account.

If ******************** still requires assistance, she 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 1301908379. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/31/2024
More    To correct misinformation and oversight in the response from the business dated 7/29:

My credit card company to whom I issued a dispute has informed me that the $15 charge in question has been settled in my favor.

Though I did not reapply for Lifeline recertification a second time due to having already been recertified, I was mysteriously informed for the second time by Lifeline that I had been recertified, which also (again mysteriously) resulted in the Safelink reactivation. So Safelink should not be wasting words outlining oversights on my part (of which there were none!).

The following parts of my original complaint are yet to be addressed by the business:

4. Send me a courtesy TracFone airtime card to reimburse me for cards I purchased wasted on your CS personnel -- foreigners who use my minutes to apologize profusely, and request my name to apologize even more by name but never fix the problem -- and on calls to Lifeline because Safelink would not cooperate.

6. Find out who hacked my phones to reduce balances to 0. (NOTE: The business is aware of the number of my Safelink phone and can request the number of my emergency phone to which I had added a $29.99 airtime card totalling 120 talk 120 text and 120GB data, the latter of which was quickly reduced to 0, even though I didn't use anywhere near that much data on a wonky flip phone.)

I have noted that the unlimited talk and text and 10GB provided to the Safelink phone on 7/23 and set to expire on 7/30 were later revised to expire on 9/28. This weirdness leads me to wonder if this is my Lifeline monthly allowance or something else and to wonder what will happen next month.
Customer Answer
Date: 07/31/2024
More    To correct misinformation and oversight in the response from the business dated 7/29:

My credit card company to whom I issued a dispute has informed me that the $15 charge in question has been settled in my favor.

Though I did not reapply for Lifeline recertification a second time due to having already been recertified, I was mysteriously informed for the second time by Lifeline that I had been recertified, which also (again mysteriously) resulted in the Safelink reactivation. So Safelink should not be wasting words outlining oversights on my part (of which there were none!).

The following parts of my original complaint are yet to be addressed by the business:

4. Send me a courtesy TracFone airtime card to reimburse me for cards I purchased wasted on your CS personnel -- foreigners who use my minutes to apologize profusely, and request my name to apologize even more by name but never fix the problem -- and on calls to Lifeline because Safelink would not cooperate.

6. Find out who hacked my phones to reduce balances to 0. (NOTE: The business is aware of the number of my Safelink phone and can request the number of my emergency phone to which I had added a $29.99 airtime card totalling 120 talk 120 text and 120GB data, the latter of which was quickly reduced to 0, even though I didn't use anywhere near that much data on a wonky flip phone.)

I have noted that the unlimited talk and text and 10GB provided to the Safelink phone on 7/23 and set to expire on 7/30 were later revised to expire on 9/28. This weirdness leads me to wonder if this is my Lifeline monthly allowance or something else and to wonder what will happen next month.
Customer Answer
Date: 07/31/2024

Complaint: 22006113

More    To correct misinformation and oversight in the response from the business dated 7/29:

My credit card company to whom I issued a dispute has informed me that the $15 charge in question has been settled in my favor.

Though I did not reapply for Lifeline recertification a second time due to having already been recertified, I was mysteriously informed for the second time by Lifeline that I had been recertified, which also (again mysteriously) resulted in the Safelink reactivation. So Safelink should not be wasting words outlining oversights on my part (of which there were none!).

The following parts of my original complaint are yet to be addressed by the business:

4. Send me a courtesy TracFone airtime card to reimburse me for cards I purchased wasted on your CS personnel -- foreigners who use my minutes to apologize profusely, and request my name to apologize even more by name but never fix the problem -- and on calls to Lifeline because Safelink would not cooperate.

6. Find out who hacked my phones to reduce balances to 0. (NOTE: The business is aware of the number of my Safelink phone and can request the number of my emergency phone to which I had added a $29.99 airtime card totalling 120 talk 120 text and 120GB data, the latter of which was quickly reduced to 0, even though I didn't use anywhere near that much data on a wonky flip phone.)

I have noted that the unlimited talk and text and 10GB provided to the Safelink phone on 7/23 and set to expire on 7/30 were later revised to expire on 9/28. This weirdness leads me to wonder if this is my Lifeline monthly allowance or something else and to wonder what will happen next month.

Sincerely,

***********************************
Business Response
Date: 08/09/2024
Dear ***********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 31, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your SafeLink phone was reactivated, though you did not re apply for Lifeline recertification for the second time. In addition, your original complaint regarding reimbursement for the cards that you purchased which was used by contacting customer service, and finding out who hacked your phone and reduced its balance to 0. Moreover, it appears that you are worried what will happen with your benefits next month since it showed that it would expire by 7/30 and was later changed to 9/28.

In our review of your SafeLink account, it is active and provisioned in our system. Account history shows that you reapplied and immediately got Qualified for the Lifeline program on 7/21/2024, and was completely enrolled on 7/31/2024,with unlimited talk, text and 10 GB of data with 5 GB of hotspot. Since you qualified for the program, we manually reactivated your SafeLink phone on 7/23/2024. Please note that as long as you are enrolled in the program and is using the benefits, your SafeLink phone should remain active.

Moreover,regarding your concern on your phone getting hacked which reduced your balance to 0, this was caused by the cancelation of your previous Lifeline Enrollment due to failure to process the annual recertification.

In regards to your request to reimburse for the cards you purchased, your accounts Transaction history shows that you attempted to buy the SafeLink $15 30-day airtime plan on 6/19/2024; however, the purchase was declined. On the same day,you attempted to buy the SafeLink $15 20 GB Data Add-on using a different card,and was successful. The 20 GB data add-on has been added and an in-depth review of the account shows that you have not used the 20 GB data add-on yet. Data add-ons will be consumed once the data allotted from the service plan is used up. With this, it is best to speak with you to assist you accordingly.

We attempted to contact you via phone number ************ and email ****************** on August 8, 2024; to discuss the status of your account and service concerns. However, we were unable to reach you. Though we received your reply thru email stating you do not want to be contacted by call.

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 1301908379.

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/14/2024
There was a new development as of late last week, so I thought this communication would be asking about whether my complaint has been resolved. I would have been happy to reply that in light of the generous amount of data and lengthy expiration that were added to my Safelink account, I am pleased to reply that TracFone has resolved the complaints to my satisfaction. Please communicate this to TracFone/Safelink with my gratitude to them.
To that I add my extreme appreciation to BBB ************* and *************************** for another outstanding intervention.
Initial Complaint
Date:07/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Starting July 12 I spent about 5 hours on the phone will Tracfone wireless trying to get a phone unlocked. They told me it is eligible to be unlocked for free and finally, after much aggravation, sent me instructions on how to unlock it. I told each agent I spoke with, (about 10 in total), that the phone is not in use now. It's as if I never told them anything, because the instructions work only if the phone has an active SIM Card. I would like this phone to be unlocked at their end so I can use it with a SIM card from a carrier that has better service.
Business Response
Date: 07/19/2024
Dear *****************************:

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

Your complaint states that you have been presenting issues to unlock your phone, you called customer support multiple times; however, an accurate resolution has not been provided.

We value our customers and take their complaints seriously. We searched our system with the full name in the complaint, email address and contact number included in the complaint, but the information provided does not match our records, we were able to find just one account in new status with unlocking requests. Therefore, it was required to speak directly with you and obtain the correct account and extra information to process the appropriate research.

Please know that Tracfone Wireless will automatically unlock the device when it becomes eligible for unlocking. For all Android devices activated with TracFone Wireless prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active TracFone Wireless Service. For Android devices activated with new TracFone Wireless Service on or after November 23, 2021, the device will be automatically unlocked sixty-(60) days after activation in the absence of an indication of fraud.

If the phone has not met the required minimum period of active TracFone Wireless Service, TracFone Wireless may unlock the device, but you will incur a charge of up to $150, depending on how long her Service was active prior to the unlocking request.

We contacted you on 07/18/2024 via phone number ************; you explained that your concern was resolved, but you did not provided the **** of your concern due to lack of time; however, you indicated that you had a bad experience with customer support.

We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

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

Please refer to email reference number ******* Ticket Number 1301862428. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless Inc.

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