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

3,492 total complaints in the last 3 years.
810 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the July 15th I needed to restore service for my tracfone number **********. I went to my tracfone account and paid the $15 plan and my service didnt came back. Called tracfone costumer service to find out by them that i no longer have that number, even knowing that they accepted my payments for that account. They promissed reimbursement in five days, which never happen. I also want to be compensated for the loss of my service number, ****** that i use that number for many apps and as my adresses telefone number as well.
Business Response
Date: 08/11/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 21, 2025,regarding BBB Case number ******** complaint.

Your complaint states that you refilled your phone number ending in 9403 on July 15, but your service was not restored. You were later informed that the number was no longer assigned to your device. Although you were promised a reimbursement, you have not yet received it. As a result, you are requesting compensation for the loss of your service number.

Upon review, we found that your previous number was reassigned due to non-renewal of service. As outlined in TracFone Wireless'Terms and Conditions, if airtime is not purchased and added before the Service End Date, your service will be deactivated, and the associated phone number may be losteven if there are remaining minutes.

We spoke with you on July 23 and July 27, 2025, via phone at **************. During these calls, we shared the outcome of our investigation and submitted an escalation to bypass account authentication in order to process your refund request. This was submitted under reference number 1324940886.

The request was approved, and on July 27, a refund of $16.50 was processed under refund reference number 1922677620_CRO. As requested, a confirmation email was sent to *************************************.

Please note that credit posting typically occurs within 35 business days. You may contact your bank directly to verify the posting.

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

Please refer to email reference number ******* or Ticket Number 1324942837.

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: 08/11/2025

Complaint: 23628276

I am rejecting this response because:
The cellphone service was free for **********, allowance from government . This number should never be charged, disconnected or transferred to no-one.

Sincerely,

****** *******
Business Response
Date: 08/21/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 12, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the cellphone service should be free from the government for ********** individuals. Therefore, you should not be charged, disconnected,or transferred.

In our review, in reference to merchant number **********, you purchased a $15 TracFone service plan on 7/10/2025 with the amount of ***** USD. We confirmed it was added to the account with the **** ending in 7936. You requested for a refund; however,you could not authenticate the account. Thus, we submitted an escalation with ticket number **********, and consequently, we received an approval to continue with your request.

On August 14, 2025, at 6:11 P.M. EST, we spoke with you via phone at ************. During our conversation, you confirmed receipt of the refund we processed. We also explained why you no longer have possession of your phone number. When enrolled in a Lifeline program, benefits automatically renew each month. However, annual recertification is required to confirm continued eligibility. Unfortunately,because you failed to complete the annual recertification for almost five years, your account likely ceased to be part of the Lifeline program and was switched to TracFone service, which requires monthly payments. Additionally, please note that Terms and Conditions indicate that if you do not purchase and add airtime prior to the Service End Date, your Tracfone Service will be deactivated on the Service End Date and you will lose your phone number even if you have minutes remaining. As you are now well informed and aware of the situation, you agreed to close the case.

Additionally, there is a 60-day ***** period before a phone number is recycled by the system if it detects inactivity. We apologize for any inconvenience this has caused.Finally, you agreed to close the case, as you are now aware of the situation.

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 1324942837.

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: 08/21/2025

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:07/20/2025
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.
refuses to allow me to transfer my phone number out of their carrier services. Ive tried to three days in a row to get them to send me something called a "Transfer Pin" and every time the customer service **** transfer me to a line that immediately hangs up. This is a service they HAVE to provide consumers.
Business Response
Date: 08/11/2025
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 wanted to transfer your number to another service provider but you are unable to obtain your Number Transfer PIN even after contacting customer support.

********************** account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated.

As per TracFone Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP)code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the port-out request.

A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.

We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.

We made multiple attempts to contact you via phone at ************* and email at ************************ on July 22, 26, 29, and August 1 and 3, 2025. Unfortunately, we were unable to reach you, and we have not received any response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1324937589.

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: 08/11/2025

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:07/20/2025
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.
Tracfone Unfair Business Practice I have had an account with ********************** for the past 15+ years and have not had any significant problems until now. Tracfone deactivated one of my phones, #xxx-xxx-****, because of non use during a period of illness. I had plenty of service time and credits accumulated on my account that I had previously paid for as shown (credits#1). Specific detail of credit numbers are shown below. I had cancelled my family plan and stopped my monthly payments on my two active Tracfones in November 2023 and March 2024 because I was accumulating more credits than I used. I was told at that time by the Tracfone service *** that my phone service was good until I ran out of minutes (19k+)or service time period (yr. 2030). After recovering from illness I needed to use my Tracfone and discovered no cell service was available. I called Tracfone to see what the problem was and was told that my Tracfone was deactivated due to non use and could not be re-activated to include my service time, credits, and phone number that I previously had paid for. After several hours of phone calls and several days waiting in between I had to agree to a new phone number xxx-xxx-**** with a small percentage of the credits if I wanted a working phone(credits#2). After a discussion with manager ****, he granted me the following additional credits as take it or leave it. **** added Talk-5k, Text-2k, Data-3GB and service period remains(credits#3). To resolve this issue I want my full credits and phone number back or a refund of $741.18 for what I previously paid for in service and credits which has been taken away from me.Credits#1>#****>Talk minutes=19480 Text msgs=21322 Data left=13.97GB Service days left=2460 ends 12/20/2030 Credits#2>#****>Talk minutes=995 Text msgs=998 Data left=999.9MB Service days left=2728 ends 12/19/2032 Credits#3>#****>Talk minutes=5993 Text msgs=2992 Data left=3.84GB Service days left=2717 ends 12/20/2032 -End-
Business Response
Date: 08/11/2025
Dear ******* ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 20, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your service was deactivated due to non-usage. When you contacted customer support to resolve the issue, you were assigned a new number and provided with partial minutes. As a result, you are requesting to have your original number and all accumulated minutes restored, or alternatively, to receive a refund in the amount of $741.18.

We spoke with you on July 23, 2025, via phone at *************, during which you provided your account information. Upon review, we found that your TracFone account associated with the phone having a serial (IMEI) number ending in 6463 and a phone number ending in 0036 was deactivated on December 4, 2024, due to non-usage.

Please note that, per TracFones Terms and Conditions,regardless of your Service End Date, TracFone reserves the right to deactivate any phone that shows no voice, text, or data usage for six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. If your service is deactivated, it can be reactivated by purchasing and adding an Airtime Card. Upon reactivation, a new phone number may be assigned. Any unused airtime at the time of deactivation remains available only if service is reactivated within 60 days of the deactivation date; otherwise, it will be forfeited.

Our records show that your previous phone number is no longer available in the system, and therefore cannot be reassigned. However, as a one-time courtesy, we processed the restoration of your previously accumulated minutes under reference numbers ********** and 1325215182.

During our follow-up call on July 26, you confirmed that your balance had been updated and stated that you no longer wished to retrieve your old phone number. You have opted to keep the new number ending in 5627,along with your restored minutes. Please note that this line is separate from your other TracFone lines, and therefore will have different access credentials within the My Account portal.

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

Please refer to email reference number ******* or Ticket Number 1324930175.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/15/2025

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. However I disagree with Tracfone response stating that I did not want my old number back. I was told by the *** that it was no longer available and was returned to the carrier. The major point here is that Tracfone de-activated my phone when I prepaid to have future service to keep my phone activated. Tracfone has unfair business practice by being able to de-activate my phone while I had substantial credit for all of my services. Where else does a company take back your prepaid service. How did the *** let Tracfone get away with this. I did not get notified of their de-activation even though I have four different contact points assigned to my Tracfone account. When I removed my phone from the monthly plan I asked the *** specifically if I needed to do anything, and was told know I'm good until I have to add more time or credits. My request is for Tracfone to change their policy and notify the phone owner before de-activation.

Sincerely,

******* ******
Initial Complaint
Date:07/20/2025
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 94 year old aunt's tracphone showed it was overheating although it was not. On June 2, I contacted tracphone about this. The ***resentative diagnosed it as a faulty motherboard. As it was still under warranty, I was told a ***lacement phone would be sent in 3-5 business days. Not receiving it in 7 business days, I called and for the first time I would need to send the bad phone back. It was shipped back, I confirmed it as did an *** that it was received in the warehouse on June 16. Since that time, I have made weekly phone calls asking about the status of the ***lacement phone. I was told 3 weeks ago, that it was a priority. Not receiving the phone, I called 2 weeks ago and was again told it was elevated to a higher priority. Not receiving the phone for over 5 business days, I called again and was told that I would receive an email with the information that needed to be completed to have the ***lacement phone sent. Not having received that information, I am not on the phone again today trying to get the ***lacement phone sent. I have been on the phone for almost 30 minutes this time. I have probably made at least 8 calls to Tracphone trying to resolve this. I have also sent a letter to the Tracphone president more than 10 days ago bringing this to the individual's attention. The phone is not in my name but my aunt's name. I do have her POA. She is 94 years old and this is her primary means of communication. I have probably talked with Tracphone ***resentatives at least 8 times with promises it would be resolved. Also, Tracphone has now lost the phone number and the ***** number in their system. You have my name, phone number and email address in the record so I can be contacted this way. I can also provide my aunt's phone number and ***** number when contacted. In one conversation, I was even told that this was a popular phone and there were phones in the warehouse. I said it did not have to be an exact phone but one of the same or higher quality.
Business Response
Date: 08/11/2025
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 returned a defective phone but have not yet received the replacement device.

Upon review, we found that a warranty exchange ticket (**********) was created on June 3, 2025 to replace your defective phone.According to *** return tracking number 1Z6980XX9025954509, our facility received the returned device on June 16, 2025.

Unfortunately, due to delivery constraints, we were unable to ship the replacement device promptly. We sincerely apologize for any inconvenience this may have caused and appreciate your patience. Please rest assured that we are committed to resolving this matter.

On July 22, 2025, we spoke with you via phone at ************. During the call, we submitted an update to your replacement request and initiated steps to expedite the shipment. The following day, our warehouse team successfully shipped the replacement device, which was delivered on July 28, 2025, as confirmed by *** tracking number 1Z7X28F00257665968.

A follow-up call was made on July 29, 2025, during which you confirmed receipt of the device. We also assisted you with its activation, and we are pleased to know that both the phone and service are functioning properly.

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

Please refer to email reference number ******* or Ticket Number 1324923017.

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: 08/11/2025

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.
I would like to add that I initiated working with the business on June 2. I had many calls, discussions, etc. with them. It was not until I filed my complaint with the Better Business Bureau that it was resolved. I spent probably 6 weeks working with the business with no resolution. However, once I filed my complaint with the Better Business Bureau, my issue was resolved within one week. The individual I worked with after filing the complaint was very helpful, polite, courteous, etc.
Sincerely,

***** ****
Initial Complaint
Date:07/19/2025
Type:Order 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 broke on June 24. I contacted the manufacturer who requested I send the phone in and they would send me a replacement. I checked the status July 12, they informed me they received a phone and make a note to send out the replacement. I called again for status today, July 19. I was informed they are looking for a comparable phone to send which they had not a timeframe, stated I could not get a refund for services not used and no way to note my account that unused services would be applied whenever a new device was received
Business Response
Date: 08/08/2025
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 ******** complaints.

Your complaint states that you returned your defective device to get a replacement phone. However, you have yet to receive a replacement device and you keep paying for a service that you cannot use.

Upon review, we found that a phone replacement request was initiated on June 24, 2025, under reference number **********. *** return tracking number 1Z6980XX9031340455 confirms that the defective device was returned to our facility on June 30. However, due to limited availability, we were unable to ship the replacement device immediately. We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

To resolve the matter, we checked our inventory and shipped a comparable replacement device to your address. *** tracking number 1Z7X28F00257712880 confirms that the replacement phone was delivered on July 24. The device is now active, and an extension of service has been applied,with reference number 1325046558.

We attempted to contact you via phone at ************** and email at ********************* on July 21, 22, 23, 24, and 27, 2025, but were unable to reach you and have not received a response to our emails.

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

Please refer to email reference number ******* or Ticket Number 1324884036.

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: 08/14/2025

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:07/19/2025
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 bought a new cell phone from ****,, and it turned out to be LOCKED by Tracfone.. I cant use Tracfone service because they do not have a good signal here at my house in the mountains.. so I pleaded with them to UNLOCK it,, so I can use it with my choice of carriers,, ,,, ALL THEY HAVE TO DO is tell me the UNLOCK code,, so I can put it in my new phone and it will be UNLOCKED.. This is such a simple matter.. and THEY REFUSE to send me the codes.. They have all kinds of rules and stipulations why they will NOT HELP ME DO THIS FAST AND SIMPLE THING.. They are VERY ************* anti- good business..
Customer Answer
Date: 08/02/2025
For the past 2 weeks , I have emailed them every other day,, and I TALKED TO THEM on the phone at their request to solve the problem.. .. Every time I talk live with them they just waltz me around and tell me the same stuff they told me a month ago,, THEY are not going to tell me the unlock codes.. I gave them every opportunity to do this.. .. so I Hate all the time I have wasted with them and the way they talked to and I hope you run them out of business.. because they could have just emailed me the unlock codes,, and I could have done it in 2 minutes.. BELOW is the last 2 emails with them.
----------------------
LOOK BELOW *** They just wrote this to me... in this last letter below..
"Please remember that all the information to unlock your device was provided on the emails we have sent ". ***** ***THIS IS A BIG LIE. ***.. if they would have sent me the info... I WOULD HAVE UNLOCKED IT !
------------------------------
THEIR ANSWER BELOW, TO MY LAST EMAIL..
----------------------------
Good day, Mr. *****

We are writing you from Tracfone **************** in regards of the BBB complaint we received from you.

As our final attempt, we tried to reach you today through the available contact number provided in your filed complaint and we were unable to reach you.

As we have not being able to contact you, we will be closing this matter unless we hear from you. Please remember that all the information to unlock your device was provided on the emails we have sent. You mentioned that you contacted us before, please note that as we need to follow a process and guidelines to fulfill your wish to unlock the device, we were requesting you to pick our calls.

We will be sending a response to the BBB, which you will receive a copy of the same document. Thank you for being part of this process.

If you require further assistance, please contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,

Tracfone Wireless.

Original Message Follows: ------------------------
From: eb222222 <***************************>
To: *********************************************************** <***********************************************************************************>
Subject: Re: Response for: ***** E - BBB - Serve Ticket # ******** (KMM17376803V73180L0KM)
Date: July 31, 2025 2:53:56 PM EDT

don't YOU PEOPLE READ ANY OF MY MESSAGES HERE ?? I TALKED TO YOUR PEOPLE 5 TIMES SINCE I MADE THE BBB COMPLAINT.. ALL YOU HAVE TO DO IS SEND THE UNLOCK CODES TO MY EMAIL.. AND I WILL UNLOCK IT IN 2 MINUTES.... I DID THIS 2 years ago and it worked fine.

Customer Answer
Date: 08/07/2025
the lying Tracfone people keep saying and emailing me telling me that I have to talk on phone with them,, AND THEY WILL RESOLVE THE PROBLEM AND UNLOCK MY PHONE.. BUT every time I do get them on the phone they just tell me the same old stuff that they have for the past month,, that I and the phone must meet their stipulations,, like I must pay to have their service for 2 months first***** even tho I cant use their service because I cant get a signal with them.. I tried them 2 years ago for that.. ... the point is they will NOT just UNLOCK my phone.. it would NOT cost them a dime to do this.... BUT SINCE THEY HAVE WASTED ****** WORTH OF MY TIME LYING ABOUT HOW THEY WILL HELP,, I THINK,,, IF THEY WILL NOT UNLOCK MY PHONE .. I EXPECT THEM TO GIVE ME 50.OO TO BUT A NEW PHONE. the phone I want them to unlock was *****,,, and that is ***** THAT I AM OUT ALREADY.. I cant return it.. but now I cant find one under *****.. AGAIN THEY HAVE WASTED SO MUCH OF MY TIME !!! what a lousy company to try to do business..
Business Response
Date: 08/08/2025
Dear E *****:

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 purchased a phone through ****, which turned out to be a TracFone device. Unfortunately, TracFone service is not available in your area, and you requested to have the device unlocked so you could use it with another service provider. However, your request was declined due to TracFones unlocking policy.

TracFone Wireless Unlocking Policy states that ******* Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:

* The cellphone must be in working condition and turned ON.
* The cellphone was activated with ********************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
* For all cellphones Activated on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.

Please know that this Unlocking Policy is subject to change at any time without advance notice.

We attempted to contact you by phone on July 21, 2025, at ************** but were unable to speak with you directly. However, you responded to our email sent to ******************* indicating that email is your preferred method of communication. We exchanged messages on July 24, *****, 30, 31, and August 4 and 7, 2025.

During our correspondence, you provided the serial (****)number of the phone you wished to unlock, ending in 2029. Initially, we were unable to locate a record for the **** number, as it was incorrect. On your second attempt, we successfully found a record. Upon review, we discovered that the device was not properly scanned during purchase, resulting in an inactive status. Unfortunately, devices in this status cannot be activated or unlocked.

To resolve the issue, please follow the instructions provided in our email to update the device status. Additionally, the phone must be activated and used with 60 days of paid service before it becomes eligible for unlocking. Failure to meet these requirements will result in the device remaining inactive and locked to TracFone.

We understand that you desire to have your phone unlocked,but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.

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

Please refer to email reference number ******* or Ticket Number 1324888728.

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: 08/19/2025
so.... this is just the same old story over and over and over again... THE WHOLE PROBLEM IS Tracfone COULD just waive their stupid unlocking stipulations and send me the unlock codes.. I dont know what the big deal is,, TRACFONE owes me ***** to but a new phone then.
Customer Answer
Date: 08/21/2025

Complaint: 23625394

I am rejecting this response because:so.... this is just the same old story over and over and over again... THE WHOLE PROBLEM IS Tracfone COULD just waive their stupid unlocking stipulations and send me the unlock codes.. I dont know what the big deal is,, TRACFONE owes me ***** to but a new phone then.

Sincerely,

E *****
Business Response
Date: 08/28/2025
Dear E *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/21/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you were provided with the same information, and that you were still not provided with the Unlocking Codes.

Per our previous response, the phone needed to meet the requirements in order to be eligible for Unlocking. You may visit *********************** for more details regarding the Unlocking Policy.

In addition, as we reviewed your account, it was determined that the device has an inactive status, which would hinder the activation. With this, you need to return it back to the store and have it rescanned or replaced.

We attempted to contact you via phone number ************, and have sent emails to ****************** on 8/22/2025, 8/23/2025, 8/24/2025, and 8/27/2025, to discuss the matter with your complaint. We were unable to reach you via call; however, we have been responding to you via email. You insisted on having the phone unlocked; however,please know that your phone is not eligible for unlocking. Please refer to the Unlocking Policy.

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

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

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

Sincerely,

Executive *********************
Customer Answer
Date: 08/28/2025

Complaint: 23625394

I am rejecting this response because:

I talked and talked to them and I even asked them to just sign me up for the cheapest plan so I could meet the requirements to get the phone unlocked,, and they could not even do that.

Sincerely,

E *****
Customer Answer
Date: 08/28/2025
tracfone keeps saying that because the **** seller did not ACTIVATE THE PHONE,, before they send it to me.. ,, that tracfone can NOT even install the phone in a 2 month contract with me,, .. THIS is a LIE..... I went to ****** and found out the truth about this,, I reprint it below here.
Not required to activate the phone
when I buy a new cell phone from ebay,, does the seller have to ACTIVATE it?
------------------ the answer below..
When purchasing a new cell phone from eBay, the seller is not required to activate the phone.
The phone is typically shipped to the buyer in its original packaging and condition, ready for use. However, it is important to note that the warranty period starts on the day of sale from Apple or an Apple Authorized seller, which means that the warranty status may depend on whether the seller is an authorized Apple reseller.
Customer Answer
Date: 08/28/2025
*** update
More importantly, the *** has mandated that all carriers should unlock phones for their consumers for free if a consumer so desires.
Customer Answer
Date: 08/30/2025
just close the case here now.. nothing can be done.. the phone is faulty they say
Initial Complaint
Date:07/19/2025
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 hotspot device on their website and a monthly data plan. For months my hotspot will not work. It appears to work, but i cannot use the data. I have spent hours with online chat and customer service phone calls to try and cancel this device data plan. I go round and round with customer service people but never get anywhere. I cannot remove the device myself from my account. It just keeps billing me. **************** is no help.
Business Response
Date: 08/08/2025
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 your hotspot device is not providing data service, despite being billed for it. As a result, you requested to cancel the service. You also mentioned that you attempted to contact customer support for assistance, but your concern remains unresolved.

Upon review, we found that your Straight Talk account is active and includes two lines, one of which is your Mobile Hotspot. ****************** Hotspot was deactivated on July 22, 2025, due to non-renewal of service, despite previously being enrolled in Auto Pay. Our records also show minimal usage on the hotspot line prior to deactivation.

We spoke with you on July 22, 2025, via phone at ************. During the call, you mentioned that you had canceled the credit card linked to Auto Pay to prevent further charges. You requested a refund, but we were unable to process it at that time due to the usage recorded on the account. However, upon further review, exceptions were made and refunds were processed on July 29 and August 7, each amounting to $10. The refund transaction reference numbers are 90999240MCKF3B0A and BRM20250729239107360.

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

Please refer to email reference number ******* or Ticket Number 1324877109.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 08/09/2025

Complaint: 23624813

I am rejecting this response because:
I havent been able to use this hotspot for months. $50 per month is around what I paid. You are lying that it was used because it was not.
i had called customer service so many times over those months. Spent many hours trying to remove this device from my account. Only to be promised that it was resolved, promised that i would received a refund, only to have none of those things happen.
Sincerely,

***** *******
Business Response
Date: 08/19/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 11, 2025, regarding BBB case number ******** complaint.

Your follow-up complaint states that you have been paying around $50/month, but have not been able to use your hotspot device for months. You also mentioned that you contacted customer service in the previous months, and was promised to resolve the issue and/or get a refund; however, neither happened.

Per our previous investigation, we confirmed that there is service usage associated in your Mobile Hotspot device.We have also confirmed hotspot usage of around 32 GB for the month of June. In addition,Transaction History does not show that you have contacted customer service in the previous months regarding the hotspot issue.

Please note that Straight Talk Terms and Conditions indicate that service plans have no monetary value, are non-refundable, regardless of usage.

We spoke with you on August 14 and 15, 2025 via phone number ************, as per conversation, you were previously informed that due to minimal usage, your hotspot device is not eligible for a refund. Despite this, you asserted your eligibility for a refund, stating the device had not been used, and subsequently terminated the 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 1324877109.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/19/2025
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.
Tracfone wireless allows changes to customers accounts and other information about the customer is discussed without authentication. I have no way to access any of my banks and important documents because they have all been compromised. My apple account has been compromised by hackers able to access my phone number and switch my service when my line is locked. I attempted to to try to see if it was possible to change my number and it is totally free access. Im on hold right now asking for a manager and I am left on hold. This has been going on with tracfone services for a while and straight talk is the seller for the service. They also connect safelink wireless to my account so that someone could get free lifeline benefits using my identity and I have repeatedly asked to permanently disallow safelink from accessing my account. I CANNOT UPDATE MY EMAIL I KEEP KEEP KEEP CALLING STRAIGHTTALK / TRACFONE AND THIS IS BECAUSE OF THE ACCOUNT UNAUTHORIZED ACCESS. This makes my account vulnerable and hackers been having a field day with day with my account. I cant get anyone to help me EVER!! Everytime I call they say it needs to be transferred. They didnt even send me a text to validate me and keeps hanging up on me. Every minute is another opportunity for a hacker to gain access. I cant get help I want to kil myself Im tired of this!!!!!
Business Response
Date: 08/08/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 19, 2025,regarding BBB case number ******** complaint.

Your complaint states that your account was compromised due to unauthorized access, resulting in changes made without proper authentication. You attempted to seek assistance, but your concern remains unresolved.

Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

Upon review, we found that your Straight Talk account is active and properly provisioned on the network. Our records confirm that recent updates were made to the account, all of which followed standard authentication procedures. Additionally, the Line Lock feature is active on your number to help safeguard against unauthorized port-outs and SIM swaps.

We contacted you via phone at ************** on July *******. During the call, you confirmed that the issue had already been resolved.We also shared our findings with you, and you agreed to close the case.

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

Please refer to email reference number ******* or Ticket Number 1322050084.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/18/2025
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 ******* ********************* plan card to load on my Trac Phone, that I have had for over a year. I do this every month. But this month, they're system wasn't letting me. I tried contacting ******* family mobile and I just get the run around.I get put on hold for hours on end. And all I get.Are text messages from obviously and a I system. Which is absolutely no help. I finally got through to somebody.That has told me that my case has been transferred to technical supports and they would contact me in twenty four hours that was two days ago. I haven't heard anything when I try to call them back.They hang up on me. At this point. I just want my $54 back that I paid for their service plan card. And I'll just go with and as a company. One that doesn't use AI to solve the problem.
Business Response
Date: 08/07/2025
Dear ***** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 18, 2025, regarding BBB Case number ******** complaint.

Your complaint states that the system would not allow you to add service plan to your account, and customer service was unable to resolve the issue. With this, you are requesting to get a refund for the service plan.

We reviewed your account with phone number ending in 2151, and our records show that it has been inactive since 7/15/205 due to non-renewal of service. Account notes indicate that an error was generated upon trying to reactivate the phone, and a ticket was created on 7/16/2025 to resolve the issue, with reference number **********. As per ticket updates, a fix has been applied and should resolve the issue on 7/21/2025. Therefore, we need to speak with you to reprocess the reactivation of your account.

We attempted to contact you via phone number ************, and have sent emails to ************************ on 07/25/25,07/27/25, 07/28/25, and 07/31/25. We were unable to reach you via call; however,we have been receiving and responding thru email. You requested a refund for the phone and service plan you purchased; however, please note that as per Terms and Conditions, Straight Talk will not process the return of any ******* ************* product sold to you by *******. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase.

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 1324885462.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/17/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Tracfone blueflex flip-phone (#:******************) (phone number assigned:************) at Target on June 10, 2024 for $30 and minutes for $20 totaling a $51.79 sale (Target receipt number .REC#2-5161-1415-0113-0568-1) On the 12th of June the phone stopped working. The Tracfone agent arranged a return and replacement of the phone sending a *** label via email (1Z6980XX9017772560). Tracfone ref # **********. She assured me I would get a new phone right after the inoperational one arrived to them.The phone arrived to Tracfone 17 June at 9:15am received by ********.I online chatted with Tracfone on the19th and was told a new phone would ship in 3-5 business days. I online chatted on the 26th of June with Tracfone asking when my phone would be shipped, they said 7-10 business days .I called tracfone on the 30th of June ***************) their customer help line. The agent said that my new phone would be arriving on July 1st at 9:15am via ***.On the 8th of July I reached out to Tracfone via their online chat feature and when I gave them my ref # I was told there was no account under that number. The agent then ended the chat. I called the ************** number. The agent said that my new phone was already with *** and on its way and it would arrive within 5 business days. When I asked for the tracking information he said it was scrambled for him because I couldnt verify via an email I never got and that he was sure I would get it within 5 business days.I have not received any emails or phone from tracfone. At this point they stole my phone that I could have returned to ****** for a full refund within 30 days, had they not talked me into sending it back to them. And I have been charged for $20 of minutes I could never use because I did not have a functional phone.
Business Response
Date: 08/06/2025
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 returned a defective device but have not yet received a replacement phone.

Upon review, we found that a replacement phone request was submitted on June 12, 2025, under ticket number **********. According to *** return tracking number 1Z6980XX9017772560, the defective device was returned to our facility on June 17, 2025.

Unfortunately, due to unforeseen delivery constraints, we were unable to ship your replacement device within the expected timeframe. We sincerely apologize for any inconvenience this may have caused.

Please rest assured that we are actively working to resolve this issue and ensure you receive your replacement device as soon as possible.Thank you for your patience and understanding.

We spoke with you on July 18, 2025, via phone at ************ to share the results of our investigation. During the call, we arranged to expedite the shipment of your replacement device.

Following that, our team successfully initiated the shipment the next day, and according to *** tracking number 1ZY870930200435196, the device was delivered on July 21.

A follow-up call was made on July 22, during which you confirmed receipt of the phone. The device was successfully activated, and the service is functioning properly.

Additionally, as a gesture of goodwill, an extra service was added to your account under reference number **********. You acknowledged this during the call, and no further assistance was required.

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

Please refer to email reference number ******* or Ticket Number 1324726367
.

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: 08/07/2025

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. Thank you so very much for your help in this matter. Without you I would never have gotten anything back from Tracfone, despite spending hours online and on the phone with them. I very much appreciate your help.

Sincerely,

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

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