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

3,476 total complaints in the last 3 years.
812 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:07/17/2024
Type:Customer Service 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 07/11/2024 I paid through PayPal a transfer ****** to tracfonewire ******************* in the amount of $16.24. This was for a new SIM Car and one month of wireless service. I was told by the Tracfone Representative when I received my new SIM Card to go to tracfone.com and activate my cell phone.I received my new SIM Card on 07/15/2024. I inserted it into the phone and attempted to activate it on their website.It was not working and I had a representative from tracfone assisting me online. He told me that there was no record that I paid for any service, which I told him that I did. He got fairly rude telling me that if I did not pay, he was not going to activate my phone.I want a refund and for someone to review the conversation, he made me out to be a liar and I am not.
Business Response
Date: 07/25/2024
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.

******************** complaint alleged that on July 11, 2024 he attempted to activate his new SIM card through Tracfone Website. However, his phone has still not been working.

We spoke with Mr. ************ on July 24, 2025 via phone # **********. He confirmed his phone has been working with no issues with minutes, SMS and data. Due to his account information is limited, we requested him to provide us the exact serial number or the phone number of the affected device. However, **************** could not provide it due to he left his phone and he forgot his new phone number.

Upon review, ******************** provided information is limited. However, his name is associated to an inactive Tracfone Wireless account. Upon review, the account has been inactive, however, a service replacement to reactivate his device has been provided in reference to ticket number **********. The reactivation process is in progress in reference to ticket # **********.

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.

Please refer to Ticket Number 1302241544.

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: 08/08/2024

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:07/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Tracfone customer with multiple lines for the better part of twenty years. Recently, I lost my phone and had to have it replaced on 6.25.24. The communication with Tracfone took two hours. Next, my daughter needed to have the account changed to her name because she needed to enroll her aunt and uncle. They are bedridden and on hospice, so she needs to be able to manage the logistics. For this reason, I need to take my household's account to another provider- in this case, Consumer Cellular. My phone is paid up through 8.24.24, but Tracfone adamentally refused to unlock it after more than two hours of phone calls. They will not let me bring it to another provider, which puts me in danger of using my phone number. It is very important that I keep the same number: I am a college professor with a huge number of students and the widowed mother of four.
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 07/16/2023, regarding BBB case # ******** complaint.

Your complaint states that despite been a Tracfones customer for about 20 years, we refused to unlock your device even after being on the phone for over 2 hours with our customer support team.

Please be advised that as per TracFone Wireless unlocking policy cellphones activated with new Tracfone service on the ******* network on or after November 23, 2021, at least sixty (60) days must have elapsed since the cellphone was activated.

In reviewing your Tracfone Wireless account for device with IMEI number ending in 7193, transaction history reflects that it does not meet the requirements for unlocking eligibility as the mandatory active days since its activation have not passed.

We successfully contacted you via phone at ************ on 07/18/2024; we informed about the policies that prevented us from unlocking the device in discussion and per your request, extended your service end date 2 days with the aim of supporting you to transfer your line to the desired service provider without needing to purchase more services.

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: 07/19/2024

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:07/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone received my damaged flip phone via *** as per their conditions to send me a replacement phone. After 3 weeks the new flip phone arrived, but upon contacting them for assistance it was discovered that there was no *** card included. So I had to blow $5 and order a new Tracfone *** card through Wal-Mart, which took another week. Today I just got the *** card, and upon contacting them, it was discovered that in order to keep the old number I've had for years, they needed to send me a verification code THROUGH THAT OLD NUMBER. Except they can't, since the phone hadn't been set up yet. They said if they continued with setup with the new *** card, I would lose the old number. There was no option for them to verify the account through my email on file or an alternate #. Furthermore, in order to be set up with a new #, I needed to purchase a new plan. My old one was being paid for by the government, so I wouldn't have been able to get that on what would be the new phone number. Furthermore, it was not explained to me that I needed to save my old *** card out of the original damaged phone, so it got ***ed over to them and lost for good. I do not want to shell out for a new phone plan so I ended the call.
Business Response
Date: 07/25/2024
Dear ***************************:

We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated July 16, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that Tracfone received your damaged phone via *** as per their conditions to send you a replacement phone. Upon receiving the replacement phone it was discovered that there was no SIM card included. You order a SIM card from Wal-Mart, which you received after a week. You were asked for verification code through your old phone number, which had not been set up yet. Then, you were informed that if they continued with setup of the new SIM Card, you would lose the old number as there was no option for them to verify the account through email on file or an alternate number. Also, you mentioned that in order to set up the phone with a new number, you needed to purchase a new plan; even though, the old phone was being paid for by the government. As resolution, you want a better way of verifying the account as your old phone is no longer on your possession to validate the code and complete the activation of the replacement device and old phone number.

We reviewed the account and we were able to find that you applied for the Affordable Connectivity Program (***) benefit on 03/01/2024 and enrolled on the same day. Please be advised that the *** is no longer taking new enrollment owing to financial depletion. Due to a lack of funding from Congress, the *** ended on June 1, 2024, and *** consumers will no longer receive this benefit unless Congress decided to provide additional money to fund ***. Customers are encouraged to call or email their congressional representatives and ask them to fund ***. Consumers may petition Congress to approve the *** Appropriation Bills in the House and Senate by visiting *************************************.

Our records indicate that a replacement request was issued for your damaged phone on 06/07/2024. We determined the device needed to be replaced since the screen was scratched per ******************* Ticket No. 129-953-5516. It also indicates that our warehouse received the damaged phone on 07/01/2024. The account indicates that we sent a replacement phone on 07/08/2024 via *** tracking number No. 1Z7X28F00256774824 at ********, **.

The phone number ending in 0196 was transferred on 07/17/2024 to the new phone per Reference Ticket No. 130-181-1127. *********** plan associated to the account was properly linked to the replacement phone. However, he has not been able to test the service on the device since the phone number and benefits were upgraded.

Be advised that within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We contacted you via phone ************ on 07/24/2024. We routed you through some standard troubleshooting questions and steps for resolving this type of issue, but eventually, you decided not to continue and disconnected the call. We confirmed that the address associated with the complaint has coverage. It would be best to speak with you to properly address this matter.

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

Please refer to email reference number ******* or Ticket Number **********. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.

Sincerely,
Tracfone Wireless Inc.
Customer Answer
Date: 07/26/2024

Complaint: 21993899

I am rejecting this response because:
The response from Tracfone tries to shift the blame on my location at **********************************************************************. This is how I interpret the following, from their words:
"Be advised that within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions."
I have been at this very location since 12/11/2023. My flip phone was damaged with the cracked outside screen, but yet there were no connectivity issues whatsoever. I did not have any such issues until I received the ***lacement phone the week of the 17th. I also maintain a phone number through Skype that I used my laptop to make calls with, and there has been no issues with connectivity at this location on that service whatsoever. I should also add that there were sever weather conditions in ******** in December of last year, but no connectivity issues a a result.
Every other time I have requested a ***lacement phone from TracFone, it's always been paid for by myself through their website. Usually I try to stick with the 5 or 10 dollar devices. EVERY single time, I have received a ***lacement phone from TracFone it came with an already installed SIM card and was working fine after one of their **** assisted me with setup - EXCEPT for the ***lacement phone I received this month of July of 2024.
It is abundantly clear that this is the fault of TracFone for their improper procedures in sending me the new phone - that being with SIM card installed and working, with the same number ************ that I have maintained for several years now still being the number to contact me on a TracFone device.
I have been advised through Representatives of TracFone that I can still keep my number of ************, and that this can be paid for through a different program since ACP has been discontinued. That is what I am requesting. What I'm seeing is that TracFone needs to take steps to make this happen.
TracFone needs to send me another ***lacement phone with a SIM card programmed to ************. Requesting that I order a SIM Card from ******** as I was advised by a TracFone was obnoxious enough, as I had to pay for it to be shipped to me - There were none available here locally. And it did not work when I attempted to follow the instructions of the TracFone *** that tried to assist me with the procedure. Then after that didn't work, another TracFone *** insisted that I go back & get a SIM card from ******* AGAIN even though I will have to pay for that new SIM card, and there is no guarantee that this will be anything more than another failed endeavor.
Again, TracFone needs to send me another ***lacement phone with a SIM card programmed to ************. It should be on whatever benevolence plan currently covers the monthly costs of maintaining service in the absence of ACP. The new phone & SIM Card needs to be paid for by TracFone and they need to quit dodging what is clearly the only fair response to my complaint at this point. The error is 100% on their side and if they are interested in resolving this issue, that's what they'll do.
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 dated July 26, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you are having issues with the phone service. You received a replacement phone since the old one was defective; however, the replacement phone is unable to connect to the network. You purchased a *** card from the store, as per advised, but still unable to get service after being programmed.

We apologize for the inconvenience you may have experienced with the issue. As per our investigation, the replacement phone is active with your old phone number ending 0196; however, the *** card registered was not successfully programmed due to a systemic issue encountered in the account.

We spoke with you on August 03, 2024 via phone number ************, regarding the status of your account and service concerns. We performed all the troubleshooting steps including factory reset on the device, but it still is not connected to the network properly. We have agreed to send you a replacement *** card to fix the issue and wait within 3-5 business days; thus, we created a case for this request, with reference ticket number **********. You also agreed to call us back once you receive the replacement *** card, to update your device with the new *** card and put back days from the paid service plan you were not able to use.

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 SafeLink Wireless.

Sincerely,

Executive *********************
Customer Answer
Date: 08/14/2024
Since I can't get my service paid for anymore, I went ahead and ordered a new discount phone from the website with a new plan. They never resolved matters with the free replacement phone they sent me. It just plain would not work. I will be updating again to report if this new option I am trying will work. Thanks.
Initial Complaint
Date:07/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a trackfone on May 13th, they are to replace it. No longer carry one returned, but found similar one. I have been without my phone for over 60 days now. everytime call, they say in process. last call on 7/8 said would have phone in 3 to 5 days, no one will give me tracking number. Now said still in process. I am beginning to think will never get my phone back. I really need a phone, my mother is 91 years old, and if she has to get ahold of me in emergency, then she has no way to contact me. When I first contacted them, told me would have phone in 3 to 5 days, wrong. seems like no one takes any notes on problem, just keep getting passed around. It is down right frustrating having to call every week. Could someone light a fire and get me a phone. Really need one.
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 16, 2024, regarding BBB Case number ******** complaint.

****************** complaint alleged that she returned a Tracfone on May 13, 2024. However, until now she did not receive her phone replacement.

As per her request, we spoke with ************** on July 23, 2024 via phone # **********. She confirmed, she received a new phone and wanted to transfer her phone number ends with 8642 to the new phone. Thus, in reference to ticket # **********, we transferred the foregoing phone number to her new phone. The new phone has been working with its calling, SMS and data have been doing fine as ************** was able to make call, send a text message and use her internet the time she made a service test.

Furthermore, we successfuly updated her email address to her new account and it has been updated with the correct service.

Upon review, in reference to ticket # **********, an out of warranty exchange ticket was created on May 8, 2024 with touch screen issue. A delayed shipment ticket was created on June 21, 2024 in reference to ticket # ********** requesting ************** to receive a comparable phone.

After updating the ticket, In our recent review, ************** received a new phone on Monday , July 22, 2024 in refereence to *** tracking # 1z7x28F00257332586 .

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 email reference number *******, *******, 5387329 and ******* or Ticket Number 1301801932.

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:07/15/2024
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.
Once again Tracfone has wiped out my account. I had ***** talk minutes, ***** texts and ***** data. The data remains, but everything else is wiped clean. I have had to buy $80 worth of 30 day plans just to get my service working again, and apparently they were running at the same time as the yearly plan was due to expire on July 14, 2024 (wasted money). Yesterday, July 14, they once again turned off my service even though my account said I had service until October 10/27/2024. Their service representatives are not at all helpful and always refuse to let me talk to corporate. My last BBB complaint is #********. The corporate person that ended up helping me with my account was ******* and she told me to call her if I had more problems. Surprise -- they won't let me talk to *******.
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 16, 2024, regarding BBB case # ******** complaint.

Your complaint states that you had 5000 minutes, 7000 SMS and ***** GB of data and everything was removed by TracFone and recently your account was deactivated despite having service until 10/27/2024.

In our review, we confirmed that you balance was removed in the past due to a system error when attempting to activate new service; nonetheless, the total amount of 5000 minutes and 7000 SMS were restored. However, our records can confirm that the expiration date set to the replenished balance was set to be on 07/14/2024. Please note that all Pay as you go balance is not supposed to expire; only if your service is inactive and is not reactivated within sixty (60) days from the deactivation date, we determined this was not your case. We concluded that after your balance was removed on 07/14/2024, you presented service interruption as a consequence; we apologize for all the inconveniences this situation may have caused.

We have contacted you on 07/17/2024 to the phone number **********; we have successfully authenticated your account and we informed you that your case was escalated in order for us to properly provision your account, so this situation does not repeat in the future.
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:07/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Tracfone Iphone SE from Walmart.com in December 2023 for my father. The phone worked for 6 months and then was blocked from Tracfone's system with their recent system update in June of 2024. We provided proof of purchase and the phone is still in their system is invalid. We have called Tracfone numerous times, have been promised call backs from three corporate level managers that have never come, and the situation is still unresolved. In addition, they told my parents that the phone was locked by ***** so they paid $73 to have the phone unlocked and it still doesn't work. I am unsure how the phone could have any affiliation with ***** when it was sold to us as "Locked to Tracfone" per Walmart.com. My goal is to either have this phone reactivated or be provided with a replacement Iphone SE at Tracfone's expense. The phone is in perfect working order, is only 6 months old, and there is no reason to spend another $180 to purchase another one when the problem is on their end. I would also like to be reimbursed for the $73 paid to unlock the phone since that accomplished nothing. In addition, my parents paid to refill the phone twice ($11.85 and $28.15) to try to get the phone working again to no avail. We would like to be credited for the unused refills as well.
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 14, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a phone for your father on December 2023. The phone worked for 6 months and was blocked from Tracfone's system due to migration in June 2024. Tracfone claimed that the phone is invalid. You also wanted a refund for the $73 paid to unlock the phone but was not successful and for the service plan added to the phone twice in $11.85 and $28.15 to try to get the phone working again but to no avail.

We have contacted you on 7/16/2024, 7/22/2024, 7/24/2024 and 7/29/2024. But to no avail calls were routed to voicemail. Thus, sent an email and you responded to it.

We spoke with you. July 26, 2024, via phone number ************ at 5:37 PM EST. As per conversation set on the call, we asked for the full information of the account since it is not indicated the **** on the filed complaint customer provided the information needed. In addition, you also mentioned that you already sent the information to ****************************** instead of ******************************* Moreover, you were given a ticket number ********** this ticket number is an incorrect ticket the issue indicated on the ticket was Defective phone instead of creating an INACTIVE POSA TICKET. We informed you that we will create the right ticket and also you need to send the necessary information needed to process the ticket we created. Reference ticket number ********** TAT provided.

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 *******, *******, ******* and 5391625.

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: 07/30/2024

Complaint: 21987104

I am rejecting this response because:

The situation has not been resolved. Tracfone continues to call me during the work day in which I cannot talk on the phone because I am in an office. I have called Tracfone back and complied with what they asked us to do. I received a voicemail last night saying the matter was still unresolved. If Tracfone calls me after 5:00 pm EST I am able to have a conversation with them.
Sincerely,

*******************************
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 30, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your situation has not been resolved. Tracfone continues to call you during your work day in which you cannot talk on the phone because you are in the office. You have called Tracfone back and complied with what to do; however, you received a voicemail saying the matter was still unresolved. In addition, you stated that you can be contacted after 5:00 PM EST.

Upon review, it shows that the phone was not properly scanned at the store, which caused the device to be ineligible for activation. In addition, we found out that a ticket was already created to resolve this matter, with service ticket #**********, on 7/26/2024. You must send the correct ticket number, clear copy of the barcode found in the bottom of the box, together with your name and contact number, using the email you provided in the ticket, to ******************************* An in-depth review of the ticket shows that the process was delayed due to not having a clear copy of the barcode. Please resend the required documents for us to update the status of the device.

We spoke with you on August 6, 2024, 3:00 PM via phone number ************,regarding this matter. In our conversation, you confirmed that you will resend the required documents. With this, we will update the ticket once additional information is received.

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 ******* and ticket number 1303036387.

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: 08/09/2024

Complaint: 21987104

I am rejecting this response because:
The matter has still not been resolved. I spoke with *************** on 8/8/24 at 6:15 pm and resent the information requested, see attached. I drafted this email while I was on the phone with *** to ensure I had everything EXACTLY as requested since this is the third time I have provided the information to Tracfone. I included two very clear images of the barcode, so this can no longer be an excuse. I was told that I would be receiving a call back to resolve the ticket upon receipt of the information they requested and never received a call.
Sincerely,

*******************************
Customer Answer
Date: 08/10/2024
At this point, Tracfone has been unable to reactivate the phone in their system. We have been dealing with them since 6/1 and have complied with everything they have asked us to do. Theyve made excuse after excuse as to why they cannot reactivate the phone and have blamed it on us. My parents are elderly and dont have the capacity to deal with this and I work 9-5 Monday-Friday and cannot be at Tracfones **** and call while I am working. The phone calls last anywhere between ***** minutes as well and are time consuming. At this point, we just want our money back (see original complaint). At minimum, we want to be reimbursed the $202, which is the cost of the phone.
Thank you,
***************************;
Business Response
Date: 08/30/2024
Dear *******************************,

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

Your follow up complaint states that your phone has not been re-activated yet. This is in line with your previous complaint with the phone you purchased in December 2023 that you were unable to use since June 2024. You are now requesting a $202 refund for the phone.

We apologize for the delay and inconvenience we have caused with the issue. Please know that we are doing our best to complete the device reactivation as soon as possible; however, due to the complexity of the case, further review is needed.

In our review, the phone is still not active, and we still did not receive any response from the escalation we have sent. The last update was on August 26, 2024, and we asked you to provide us with your email address used during the phone purchase.

We received all the required documents to proceed with the device activation; however, we are still awaiting approval to complete the process. Thus, we have sent a follow-up with the request, and we will contact you as soon as we receive the approval.

On the other hand, we understand your request for a refund; however, please be advised that we cannot process any refund due to the current status of your phone.TracFone Terms & Condition also states that if you purchased a Tracfone phone from a retailer or wireless dealer (and not from Tracfone directly either by phone or online), your Phone purchase is subject to that retailers return policy. To determine whether your purchase is eligible for return or refund,please contact the store where you originally made your purchase. Tracfone will not process the refund of any Tracfone phone sold to you by a retailer or wireless dealer.

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 ******* and ticket number **********.

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

Sincerely,

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

Complaint: 21987104

I am rejecting this response because:
The phone is still not activated as you stated and we have complied with everything youve asked. I will also begin pursuing action with ********

Sincerely,

*******************************
Initial Complaint
Date:07/13/2024
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.
the card and sim card only worked for a second, just to activate the account and the phone number and start the service period, july 12. since then no service at all for any of the bought servces, text, talk and data, unlimmited for a month.customer service was repeating the same stupid answers and tests over a over with no solution or response other that request to buy a new phone, even when the system said that our phone was compatible with the card and sim.after more than 27 hours waiting they told me that my phone was only able to work with 5g when my phone is not a 5 g phone.
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 13, 2024, regarding BBB case #********.
Your complaint states that you could not activate the *** card in your phone; you contacted customer support but could not accomplish your request.
We reviewed your account and found it was activated in our system with a Bring Your Own Device (BYOD) and compatible *** card. Our records show benefits were applied successfully.
When assessing the quality of the customer's experience regarding their service, please note that Total Wireless and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There *** be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** 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. Be advised that if customers are activating their own compatible phone under the Keep Your Own Phone Program, they are responsible for ensuring that the phone is unlocked, compatible with the service, does not interfere with the service, and that it complies with all applicable laws, rules and regulations. It is required to speak with you for further assistance.
We attempt to contact you multiple times via phone at ********** on 07/16/2024, 07/17/2024, 07/18/2024, 07/19/2024 and 07/23/2024. Emails were sent to ************************* however, we were unable to speak with you.
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. Thank you for choosing Total Wireless.
Customer Answer
Date: 07/24/2024

Complaint: 21985663

I am rejecting this response because: We spoke with your customer service team multiple times and were advised that my device was, in fact, compatible with the *** card we purchased from you. Online, it stated that the card was successfully activated, but it never once worked on my approved device. Not once. We were assured it would be fixed and it was not. TracFone advised is to buy a new phone, which was a ridiculous thing to say. TracFone also never tried multiple times to contact us after we submitted the BBB complaint. They tried once, early in the morning when everyone was sleeping. I continually replied to their emails stating that they can try again, but they never did call back to make this right.

Sincerely,

*************************
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 13, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your service only worked after activation but after that it started not to work. You were told the same thing to troubleshoot and that your phone is only gonna work with 5g service but it is not 5g. You were advised to get a new phone but nothing is wrong with your device.

Upon review, the account is active and well provisioned on the system. There is visible service usage on the account.

We have contacted you today, July 29, 2024 around 06:02 PM EST via phone number ********** but to no avail. However, we left a voicemail message.

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 1301736406.

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

Sincerely,

Executive Resolution Department

Customer Answer
Date: 07/31/2024

Complaint: 21985663

I am rejecting this response because:
Total Wireless has repeatedly lied. I do not accept the claim that there may not be adequate coverage in our area because they are using local towers. There is plenty of coverage with every other cellular provider, so this excuse isn't valid, especially when the package for the prepaid card said "by ********* ******* has the best coverage around here, so I refuse to accept their excuses.
In regards to Total Wireless calling to speak with us, I want nothing to do with their company anymore. They called the other day and said they were sorry about the incident. They gave no solution. The only thing they want is for us to remove our complaint because it makes them look bad, and rightfully so. They promised a service they couldn't provide. They should not be selling their prepaid cards if they can't provide the service. That's the definition of a scam. I am done speaking with them because they won't offer a solution.
We don't even want to be reimbursed. We want our review to stay up so others can see their scam. We want to be done communicating about this matter. There's nothing else to say.

Sincerely,

*************************
Initial Complaint
Date:07/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased sim kit and unlimited text and data from Wal-Mart after scanning qr code to ensure compatibility on 12 July 2024. I also checked on their compatibility website that my phone would work. When I used the sim it didn't work. I contacted customer service 4 times. They repeatedly told me that they won't refund a purchase at ******** even though they have no store front. The website and qr compatibility is inadequate and doesn't produce current information. They have mislead customers with the marketing of the qr compatibility and web compatibility. I was told by the csr that there was no team lead, no supervisor and I'd need to provide an alternative number which is nonsensical I bought the sim because I have no alternative. This is fraud, unfair business practices and ***** theft. They discontinued with ******** towers and then switched to ******* and I was told that they are very sorry. This is all the money I have. I needed a phone instead I got lied to, stolen from and wasted my time trying to get some sort of resolution.
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 13, 2024, regarding BBB case #********.
Your complaint states that you purchased a *** card from ******* but could not register the *** in your phone. You contacted customer support but could not accomplish your request and you are asking for a refund.
We reviewed your account and found it was activated in our system with a Bring Your Own Device (BYOD) and a T-MOBILE compatible *** card. Our records show benefits were applied successfully. In order to verify that your services are working properly it is necessary to speak directly with you.
Please note that, if you are activating your own compatible phone under the Keep Your Own Phone Program, you are responsible for ensuring that the phone is unlocked, compatible with the Service, does not interfere with the Service, and that it complies with all applicable laws, rules and regulations. You are also responsible for ensuring that your phone meets all federal laws and standards. You are further responsible for the purchase and maintenance of any additional hardware and/or software required to use the Service. Not all aspects of the Service are available on all Carrier networks or will function on all phones, including phones activated under the Keep Your Own Phone program. Some functions, including potentially e911 services, and features referenced in the manufacturers manual provided with your phone may not be available when using the Service. Some Plans may not work on smartphones or on phones activated under the Keep Your Own Phone program.
If you purchased a TracFone Wireless product from ******* (and not from TracFone directly either by phone or online), your purchase is subject to *******s return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. TracFone will not process the return of any Straight Talk product sold to you by *******.
We attempt to contact you multiple times via phone at ********** on 07/16/2024, 07/17/2024, 07/18/2024, 07/19/2024 and 07/23/2024. Emails were sent to ********************** however, we were unable to speak with you.
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. Thank you for choosing TracFone Wireless.
Customer Answer
Date: 07/25/2024

Complaint: 21983833

I am rejecting this response because:
You have to register the sim to use it....multiple emails were sent back and forth with the same information each time. I have no alternative number or phone number in general. You sent generalized responses. Did not take accountability that you don't even use ******** you switched to ******** This isn't my fault. You are a scam your site should of been updated my phone shows the active towers and services I cannot use this at all. Your csr took responsibility and told me it was because of the t-mobile ******* switch. Why can't you? I already filed a complaint with the *** as I stated in the last email that you did not respond to. This is misleading advertising, false business practices, and again generic responses that makes your company unreliable at best and a scam a worst. I have nothing else to add to this. You have to add the imei which was compatible as your system and your reply states and ensure the sim is compatible with the phone which it was. That is why it is active. However again your switch from t-mobile to ******* is not the consumer fault if all the above could be accomplished your logic is flawed.

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 dated July *******, regarding BBB Case number ******** complaint.

Your complaint states that you cannot use your T-Mobile *** due to our ******* switch and had concerns communicating your issue via email or phone.

We have reviewed your case and confirmed the compatibility of your device with IMEI ending in 8417 with the Bring Your Own Phone program. The phone can be registered and used using the *** B or T-Mobile compatible ***. The record as well shows that you manage to activate the T-Mobile *** ending in 7906 on 7/12/2024 with your $15 unlimited talk, text, 30 days plan; the activation was done via web. We checked the activation of your T-Mobile *** and found no usage of service. However, please know that we are using both T-Mobile and ******* network to support our service. We do apologize for any inconvenience this concern may have caused you.

Please be advised that a lot of factors may have caused your service not to work. As per Tracfone Wireless Terms and Conditions, if you are activating your own compatible phone under the Keep Your Own Phone Program, you are responsible for ensuring that the phone is unlocked, compatible with the Service, does not interfere with the Service, and that it complies with all applicable laws,rules and regulations. In addition, within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower data speeds, no data connectivity, and call interference. This could occur due to many factors including, but not limited to, your device, network changes, network traffic volume, network prioritization, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.

We attempted to communicate with you via email ******************** on 8/06/2024, but have not received any response from you, and you have no phone number to contact you either.

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 1301735448.

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:07/12/2024
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.
This has happened twice in two months. I have been a long time customer of tracking with a simple plan with roll over minutes and texts and data. Two times in two months my balance (well over a 1000 minutes and texts) has disappeared. Tracfone insists I used them but no way. We use a primary land line so, no way. My cell phone is just a emergency/backup phone. Last month they reimbursed my minutes as a courtesy. Now they are informing me they won't reimburse my time. I don't know who else to complain to.
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 13, 2024, regarding BBB Case number ******** complaint.

************** complaint alleged that twice in two (2) months his 1000 minutes has been deleted and not carried over despite not using the device. Thus, he is requesting for a refund.

We spoke with ************** on July 18, 2024, via phone # **********. He confirmed, a thousand of minutes has been lost from his account and with this, he requested for a refund.

We then informed him that replacement units have been served on June 6, 2024 in reference to the ticket numbers ********** and **********. However, he denied this and refuse to our further assistance by not authenticating the account and told us he is no longer interested with us, as he is about to transfer to another service provider.

Upon review, in reference to ticket numbers ********** and ********** created on June 6, 2024, ************** received a replacement service unit due to redemption failure. As per the account's usage, our record shows, no minutes, SMS and data consumption with zero (0) balance information.

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.

Please refer to email reference number ******* and Ticket Number 1301741162.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:07/12/2024
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.
The date of the transaction was June 3 2024. I'm on lifeline and on SafeLink wireless. I was on the affordable connectivity program which ended on May 31 2024. SafeLink offered plans that you could purchase. When you click on the link it goes to TracFone. On June 3 2024 I purchased a 20 dollar unlimited data plan. I didn't think it went through. So I purchased it again. When I checked my card it came off 2 times. I called they fixed problem. I had unlimited data from June 3 to July 3. The agent said I had to call back in July to get the other plan activated. Which I've done several times with no help. I've also emailed the company with no reply. I would like my unlimited data for the month or my 23. 82 refunded to me. I just need someone to help me. Because I know it's got to be on their computer that I ordered it twice. I didn't tell the first ****** But he knew I ordered it twice. So it had to be on his computer. Any help would be appreciated in getting this matter resolved. I just want what I paid for. Thank you
Customer Answer
Date: 07/13/2024
I sent the 2 transactions off my card that proves I bought 2 plans on June 3 2024 for 20 dollar unlimited data. The first one was dealt with and I received unlimited data from June 3 to July 3. I would like the unlimited data for the second plan that was purchased or a refund. Thank you
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 12, 2024, regarding BBB case # ********.

In reviewing your Safelink Wireless account is active with the Lifeline benefit, which includes unlimited talk and text with 10GB per month of free data including 5GB of ************ plan. You applied for the Lifeline program on 07/06/2022 and were enrolled on 07/14/2022. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used.

Your complaint states that on June 3rd, 2024 you paid for the $20 plan twice by mistake, you were told that the second plan was going to be added after the first one ended; however, you had not receive it yet. You requested to receive the plan or a refund.

In reviewing your account, we found both payments you processed on 06/03/2024; however, the $20 plan was used just once, we did not found other records of payments or that the service got replaced.

We contacted you on 07/18/2024 via phone number ************; we have authenticated the account and replaced the services per ticket **********, you have tested the services and indicated that everything worked properly, other concerns were not provided.

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 1301798442. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing Safelink Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/23/2024

Complaint: 21981501

I am rejecting this response because:
Yes I did speak to someone on July 18, and I thought everything was fixed until a couple of days later. I checked my balance through text message and it said I had less than 40 gb left. What I bought was the 20dollar plan for upgrading to unlimited data. Which I also sent you. I would like this fixed, and this can be done through text message. Since I currently have a bad ear infection. I also sent an email to TracFone to state this and have not heard back.
Sincerely,

***********************
Business Response
Date: 08/06/2024
Dear ***********************:

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

Your complaint states that you thought that your issue has already been fixed but when you checked your balance via text message, it shows that it is down to 40 GB when you purchased the unlimited plan. You would like this issue fixed and preferred it via text message for you have an ear infection.

Upon review, your account is active and well provisioned in the system. Your previous complaint is about the $20 unlimited service plan you purchased for the month of July, with unlimited talk, text and data, not being added to your account. Our in-depth review of the account shows that the plan was added successfully; however, due to an error in our system, the balance did not reflect as having an unlimited data. We apologize for any inconvenience this may have caused you, and we have already initiated an investigation to address this matter. Nonetheless, you should still be able to enjoy the high-speed data throughout the duration of the service plan. We have also confirmed that you were able to use the service for the month of July.

On the other hand, you requested to communicate thru text only; however, we currently do not have an option to reach out to you via text messaging. To discuss this matter and assist you accordingly, it is best to speak with you directly or thru email correspondence.

We attempted to contact you via phone number ************ and email *********************** on 8/2/2024; to discuss the status of your account and service concerns. However, we were unable to reach you. You responded to our email on the same day, saying you would be available the next day after 9:00 AM EST. Therefore, we made another attempt to contact you via same phone number and email on 8/3/2024 at 11:30 PM EST; however, we were unable to reach you and have yet to receive your reply from our 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 1301798442.

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

Sincerely,

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

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