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

3,366 total complaints in the last 3 years.
794 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:09/06/2025
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.
TracPhone disabled my phone. I used it last 11/24 they shut it off in 5/25, said it was because I did not use my phone. I pay for a year plan every august cost me ******. I have never had an issue in all the years I have had this phone. I paid for the phone and for the minutes which did not expire till August of this year. How can they do that, it is my phone my minutes.
Business Response
Date: 09/18/2025
Dear **** Beth ********************** have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 6, 2025, regarding BBB Case number ******** complaint.

Your complaint states that TracFone deactivated your phone service in May 2025 due to non-usage, despite your account being active and valid until August 2025.

Upon review, using your email, we found a TracFone account linked to a phone having the serial (IMEI) number ending in 6956 and phone number ending in 6987. Our record shows that the account was deactivated in May 2025 due to non-usage.

Terms and Conditions states that notwithstanding your Service End Date, Tracfone reserves the right to deactivate any phone for which there is no voice, text or data usage for a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. If your Service is deactivated, your Service can be reactivated by purchasing and adding an Airtime Card. Once reactivated, your phone may be assigned a new phone number. Airtime which remained unused at the time of deactivation will still be available if Service is reactivated within sixty (60) days from the deactivation date, otherwise any unused airtime will be lost.

We spoke with you on September 9 and 11, 2025, via phone at ************. During these conversations, we shared the results of our investigation, and you requested a refund for the unused portion of your service. While your concern was escalated for further review, the request was ultimately denied in accordance with our terms and conditions. Although you expressed dissatisfaction with the outcome, you acknowledged and understood the resolution provided.

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 1328098147.

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:09/05/2025
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.
Within the past week and after spending approximately 4 hours with multiple Representatives (******, ***** ******** Sebastian--several calls, ******, and ******) in multiple attempts to link my new Straight Talk phone ************* 5G) to my account, finally ending--after speaking to Mark--with a total discontinuation of my service, though I am prepaid through April 2026. As an elderly man with his cell phone as his only form of communication, I was forced to drive to a neighbor's to use his phone to contact TracFone to get my service reestablished. TracFone wishes to reimburse me for 5 days of service, equal to less than $2 per hour for my frustration, stress, and great inconvenience. Unacceptable!
Business Response
Date: 09/17/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 5, 2025, regarding BBB Case number ******** complaint.

Your complaint indicates that you attempted to link your new Straight Talk Moto G phone to your existing account; however, the service was unexpectedly disconnected despite having prepaid service valid through April 2026. As a result, you spent approximately four hours with customer support in an effort to resolve the issue. Due to the inconvenience and time spent, you are requesting compensation equivalent to two months of service.

Upon review, we found that your Straight Talk account is active and properly provisioned within the network. Records indicate that in August, you switched your phone number multiple times between devices with serial numbers ending in 2720 and 2714. Please note that when switching devices, it is necessary to reprogram the active phone, and over-the-air programming may take time to complete.

We spoke with you on September 9, 2025, via phone at ************ and shared the outcome of our investigation. Based on the findings, we offered a five-day extension of service as a resolution; however,you declined the offer.

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 **********.

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

Sincerely,

Executive *********************
Customer Answer
Date: 09/18/2025

Complaint: 23844426

I am rejecting this response because: your information is not at all accurate. All I did was purchase a new phone from Straight Talk ----- NEVER changing my number. Your representatives required me to change my account password, username, email address, and finally download Straight Talk's App in multiple failed attempts to link my new phone to my account and activate it, which the very first representative I dealt with was supposed to have done. After four hours and multiple representatives later, I was rewarded by being disconnected. I am 75 and live by myself --- Your "compensation" is an insult for the incompetence of your representatives!

Sincerely,

****** *******
Business Response
Date: 09/25/2025
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/18/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that the previous information we provided in our previous response is inaccurate, and you expressed your discontent and rejection regarding the compensation we offered.

While we have carefully reviewed your request for two months of service, we must clarify that we are unable to extend compensation to that extent. However, in recognition of your time and patience, we are offering to extend 7 days of complementary service to your account.

We attempted to contact you via phone number ************, and have sent emails to ******************** on 9/19/2025, 9/23/2025, 9/24/2025, and 9/25/2025, to discuss the matter with your account and compensation request. However, we were unable to reach you and have not yet received your response to our emails.

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 1328102238.

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: 09/26/2025

Complaint: 23844426

I am rejecting this response because:

Sincerely,

****** *******
Initial Complaint
Date:09/05/2025
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 placed an order on 09/03/2025 for two galaxy phones, I haven't received any emails for tracking. When I called first *** told me they don't have the phones in stock, then I called back told them I want a refund the wo*** said they were shipped but she doesn't have a tracking number. I said I want a refund she refused to give it to me she said she doesn't have a supervisor.
Business Response
Date: 09/18/2025
Dear **** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 05, 2025, regarding BBB case # ******** complaint.

Your complaint states that you did not receive the tracking information for the order you placed on 9/3/2025, and you were informed that the phone is out of stock. However, when you called back to request for a refund, you were informed that it had been shipped but could not provide a tracking number.

We reviewed your account and we found that on September the 3rd of 2025, you placed a web order via Tracfone Wireless web site with order ID *************** for two ******* Galaxy A15 phones along with two $25.00 30-day airtime plans that comes with Unlimited Talk and Text, 6GB of data; the total amount paid corresponded $149.58.

In our records, we corroborated a tracking number with reference No. 1Z13Y4E30300500873, which shows that the devices were delivered by *** on September 09, 2025 to ******, ***
We apologize for any inconvenience that you have experienced with Tracfone Wireless; we consider it a priority to reach you and discuss the details of your case directly.

We spoke with you over the phone on 09/19/2025 via phone number ************ and confirmed that you received both devices and that you wanted them to be activated. Thus, we proceeded with the activation for both devices with IMEI ending in 8390 and 9407 with the purchased plans and tested the phone service for both devices. As we corroborated that the phone service for both phones were working properly, we came to terms that the resolution was already provided.

If you 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 1328105735.

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

Sincerely,

Executive Resolutions Department
Initial Complaint
Date:09/05/2025
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.
I contacted TracFone 9/3/25 to deactivate my Father's phone who just passed away and transfer his remaining minutes texts and data to my TracFone. I was told the only way they could do it was to deactivate my phone and then restart it. I agreed to do it. They told me everything was good. Throughout the day I noticed I was not receiving calls. However I did have my transfered mins. They did give me a totally new phone number without telling me. 9-5-25 I spent three hours on the phone trying to get the issue resolved. I requested numerous times to speak with a supervisor and was told none were available. Bottom line. Finally got my original phone number back, but they stole my remaining balance of minutes when they gave me my number back.
Business Response
Date: 09/18/2025
Dear *** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 5, 2025, regarding BBB case number ******** complaint.

Your complaint states that you requested the deactivation of your late father's TracFone account and the transfer of his remaining balance minutes to your own phone. However, during this process, your phone number was changed. Although you were eventually able to recover your original number, the accumulated minutes on your account were lost.

Upon review, we found that on September 3, 2025, a unit transfer was successfully completed from the account associated with the number ending in 1896 to your number ending in 8660. This transaction, recorded under reference number **********, resulted in the transfer of ****** talk minutes,14,379 text messages, and ***** MB of data to your phone.

Following our investigation, we have determined that a system error occurred during the reactivation of your phone, which resulted in the generation of a new phone number. We sincerely apologize for any inconvenience this issue may have caused. Please be assured that we are taking the necessary steps to prevent similar occurrences in the future.

We can confirm that your phone number ending in 8660 was successfully restored to your TracFone account on September 4, 2025. At that time, your account balance reflected ***** talk minutes, ***** text messages,and 1.49 GB of data. To ensure the best possible resolution, we added the missing balance to your account on September 9, 2025, specifically, ****** talk minutes and ****** text messages, under ticket numbers ********** and **********.

Furthermore, we contacted you on September 11, 2025, at the phone number ************, and you confirmed that your balance was accurate and all phone features were functioning properly. 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 1328102587.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/18/2025

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:09/04/2025
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 husband and I were with a phone company that was costing more. We saw a great deal advertised by straight talk and decided to switch. After about 1 week of service, my phone suddenly shut off one evening! While my husband was checking on it, his phone was shut off too! After 4ish hrs on the phone over 2 days, him taking off work, trying to juggle the baby while having to drive in to WiFi with a borrowed phone, etc, etc, they decided he had to have a new e-sim, which did fix his issue. Then they went to see what my issue was. They said that my phone had sent too many of the same texts, so they marked it as spam and it is completely blocked from ever being able to be used on straight talk again.the texts I sent? Was my babys 5 month photo, and I sent less this month than on previous months with our other phone plan.oh, and they also locked my phone number into their system, so that I cannot activate it on another plan! So basically straight talk is punishing me for sending out photos of my baby by making me lose money, and I have to get a new phone # when I have had the same one for over 12 years! Ive never heard of this happening with phone companies before in my life!!This is aside from the fact that they shut our service off then refused to help us because we couldnt get the verification text messages they sent.thats why it was over the course of 2 days, and so many hrs on the phone and spent sitting in Wendys parking lot for WiFi
Business Response
Date: 09/16/2025
Dear **** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2025, regarding BBB Case number ******** complaints.

Your complaint states that your service was disconnected both you and your husband. Your husbands phone was reactivated after a few days but yours was completely deactivated due to spamming.

Upon review, we found that your phone with serial (IMEI) number ending in 7547 was deactivated on September 3, 2025, due to a violation on our terms and conditions.

According to the Straight Talk Wireless Terms and Conditions, the company reserves the right to limit, suspend, or terminate your service or agreement without prior notice if you, anyone using your device, or anyone accessing your account engages in activities such as spamming or other forms of abusive messaging or calling. These actions are considered violations of the acceptable use policy and may result in immediate service disruption at the discretion of the provider.

We spoke with you on September 8, 2025, via phone at ************ and we tried to assist you with your concern; however, you failed to authenticate your account.

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.

To proceed with your request, we agreed to submit a bypass for account authentication under reference number **********. Additionally, an escalation was filed to temporarily remove the restriction on your account to allow the porting out of your number. Both requests were approved on the same day.

A follow-up call was made on September 9, during which we informed you of the outcome of the escalation. At that time, you were uncertain about continuing with the port-out request, as you had already activated a new number. You advised us that you would reach out via email or phone once you had made a final decision.

On September 13, we received your email stating that you have decided to keep your current number, as switching back to your old number may cause further complications. No further assistance was requested at this time.

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 1327860869.

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: 09/17/2025

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 in regards to what I specifically asked for. They did admit that they deactivated my line for too many texts when the plan I was on clearly stated unlimited texting, so as far as them saying I violated termsI was on a prepaid plan without a contract and no given terms, and they violated their advertisement of that plan! ( I attempted to attach a photo of the plan card, but it wont allow me to.) But I switched phone companies, rather than address that, as Im not sure what type of resolve I could ask for. With them taking as many days, it was too late to go ahead and correct my number, but they did go ahead and try to work towards that for me. Thanks to BBB for helping!

Sincerely,

**** *****
Initial Complaint
Date:09/03/2025
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 Tracfone, along with a Smartfone $41 "plan", on July 17, 2025 directly with TracFone (over the phone). My total was $109.86. It was shipped directly to my disabled sister in another city. As soon as she received it, I drove 3 hours to go up to the assisted living facility she lives in to help her set it up. Since neither I NOR any of the employees at the facility were able to get this phone working, we believe it may have been defective, but at any rate I immediately called to return everything. I shipped everything back as per instructions from Tracfone, on 7/21/25. They refunded me $63.59, for the phone, but did not refund me for the $41 card for a 3 month plan I had also returned. I was ASSURED by two separate employees that I would receive a full refund ($109.86). I have dates, times, and names of the employees I spoke to. The last call was made on 8/5/25 and I was told that the refund for the balance ($46.27) HAD been issued and would be in my account in 5-10 days. As of 9/3/25, I still have not received it. I also wrote a letter to Tracfone ******************************* on 8/17/25 spelling out all the details, who I spoke to, dates and times, and did not receive any response whatsoever. This order number was 0582-R2OR22F2A2. I am still waiting for the refund of the service plan/card that I returned.
Business Response
Date: 09/16/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 4, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a phone along with a TracFone airtime plan totaling $109.86 on July 17, 2025. However, you were unable to get the phone to function properly and believed it to be defective,which led you to return the device on July 21. You received a refund of $63.59 for the phone; however, you did not receive a refund for the airtime plan,which was approximately $46.27.

Upon review, we have confirmed that your order for a TracFone ******** device and a $41 airtime plan, totaling $109.86, was placed on July 15, 2025, under order number 0582-R2OR22F2A2. Our records show that a refund of $63.59 for the device was processed on July 25, 2025. However, no refund had been issued for the airtime plan at that time. We sincerely apologize for any inconvenience this may have caused and assure you that we are committed to resolving your concern.

We spoke with you on September 7, 2025, via phone at ************.During the call, we agreed to submit a refund request under reference number ********** and confirmed that we would remain in contact until approval was received. On September 8, we received confirmation that the refund for the airtime plan, amounting to $46.27, was approved under confirmation ID ****************. Please note that credit postings typically occur within 35 business days, and we recommend contacting your financial institution to verify the transaction.

A follow-up call was made on September 9 to share the refund approval and its process. Additionally, a confirmation email was sent to you via *********************** on September 12, 2025 as well.

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 1327875519.

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:09/03/2025
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.
I have Trac Phone, which is part of ******* wireless. They disconnected my cell phone in error, and I have tried all day to fix it, and each time I am kept on hold and then disconnected. See document. I just went online for help and they did the same thing. I am a disabled senior citizen, and have ******* for all my services, TV, etc. I cannot get anyone to help me with this either from Trac Phone or *******.
Business Response
Date: 08/23/2025
Please refer to the attachment for the resolution.
Business Response
Date: 09/17/2025
Dear ***** ****:

We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated September 4, 2025,regarding BBB Case number ******** complaint.

Your complaint states that your phone service was disconnected in error, and you are currently seeking assistance to resolve the matter.

Upon review, we found that your TracFone account is active and properly provisioned within the network. Coverage in your area has been confirmed, and no network outages have been reported. However, after multiple troubleshooting attempts, the device was determined to be defective, and a replacement was requested under reference number ********** on August 25, ******** tracking number 1Z6980XX9072127243 confirms that the defective device was returned to our facility on September 3, 2025.

We spoke with you on September 5, 2025, via phone at ************ to discuss the status of your account and the replacement ********* expedite the shipment of the replacement phone, an update was made to your service ticket, and we agreed to remain in contact for future updates.

Our records show that the replacement device was shipped on September 9 via *** tracking number 1Z7X28F00257323916 and was successfully delivered to your address the following day. A follow-up call was made on September 11, during which you confirmed receipt of the phone. We offered assistance with activation, but you were unavailable to proceed at that time and indicated that someone else would activate the device on your behalf.Additionally, you agreed to close the case.

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 1327127972.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 09/18/2025
Good morning and I sent information a long time ago that the issue was resolved. It should be on file. Thank you!
Customer Answer
Date: 09/18/2025

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.
Good morning and I sent information a long time ago that the issue was resolved. It should be on file. Thank you!

Sincerely,

***** ****
Initial Complaint
Date:09/02/2025
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.
About 11 months ago, I purchased a Tracfone bundle (phone + *** card + 1 year plan). A week ago, the phone died, still under warrantee, and the manufacturer sent me another unit.When I tried to activate it, Tracfone **************** told me the old *** card was tied to the old device, and that I needed to purchase a new *** card. I bought the *** card on ************************** (purchase order: 7620-T80CN8F896).After waiting for 5 days (without phone service) I finally got the new *** card. When I went to activate it, **************** told me the card they sent is not compatible with my device and I need to buy a new one.I told them they sent the wrong card, and that they needed to send me a new one free of charge. They said they cannot do that, and that I need to go to a retailer and buy a new card.I would like Tracfone to send me a new card that is compatible with my phone (apparently it has to be a *** card B because my phone is not compatible with CMDA), and reimburse me for the purchase of the card.
Customer Answer
Date: 09/05/2025
Tracfone **************** promptly contacted me the next day. I explained the issue to the agent, who promised to send a new *** card compatible with my phone (I gave them my phone IMEI to confirm). Very encouraging.
I received a confirmation of the new *** card shipping the next day, and the card arrived the day after (today).
I just spent 1 hour with the online ****************, who informed me that the *** card they sent is NOT compatible with my phone. They refused to reimburse me for the money I spent on the *** card they shipped me originally (leave alone the hours I have so far spent with **************** and the weeks without a phone), arguing that I used reward points to pay for it. (Of course, they will not reimburse the reward points either.)
Business Response
Date: 09/17/2025
Dear ***** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated on September 02, 2025 regarding BBB Case number ******** complaint.

Your complaint states that the replacement phone you recently received needed a new *** card to be activated per customer service; however, after receiving the new *** card you ordered, you were advised to purchase a new one since the one you received is not compatible with your phone. With this, you are requesting a replacement *** card, and receive reimbursement for your initial order.

Upon review, your account is active and properly provisioned in our system with a registered Pay as you Go plan. Further investigation reveals that you received a replacement from ****** Pixel, and the device you received is only compatible with our T-Mobile compatible *** card (*** B). Upon checking order 7620-T80CN8F896, it appears as delivered; however, it was a ******* compatible *** card (*** A).

On September 3, 2025, we spoke with you via phone number ************. During our conversation, we created a ticket, with reference number (**********) to dispatch a compatible *** card to you for your new phone.

We spoke with you again on September 05, 2025, via phone number ************. During our conversation, you confirmed that you had received the replacement *** card we previously dispatched; however, it was still a *** A. Upon reviewing the previous ticket, we verified that the system incorrectly updated our requested *** B to a *** A. Consequently, we initiated a new ticket, **********, to dispatch another *** card to you.

As of September 10, 2025, we received confirmation that the *** card has been delivered, as indicated by a recent ticket update. Consequently, we attempted to contact you using phone number ************. However, we were routed to leave a voicemail.

We communicated with you on September 11, 2025, via telephone at ************. During our conversation, you confirmed receipt of the replacement *** card we previously dispatched; however, you stated it was still a *** A. With this, you purchased an alternative *** card and proceeded to transfer your existing number to the new device with the *** card number ending in 2099. In addition, you further indicated that you experienced a lack of service for several weeks and are now requesting compensation for the days you were unable to utilize the device, as well as a refund for the points you used to order the *** card from the website. As a result, we informed you that we would initiate an escalation to seek approval regarding this matter.

We spoke again with you today, September 13, 2025, at approximately 5:12 PM EST, via phone number ************. During our conversation, we confirmed to you that the service days extension you were asking for was already approved. However, the loyalty rewards point you are asking to be refunded was still being escalated.

If you 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 1327740438.

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:09/02/2025
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.
Purchase A Phone Straight Talk Phone , And when I Called To Have Its Activate, this fake Worker Compermized My ************* Galaxy A 16 Want BBB To Know About This Fake Straight Talk Phone, In ******* In ********** Mass. They Should Awared Others, Thats The Bad Workers Too
Business Response
Date: 08/28/2025
Hello,

Please see attached response.
Customer Answer
Date: 09/02/2025
Hello Its was $100.00 Not $1000.00 Have a Loser Tampering With this, And he Cause Its Too Worked For the ************* Ty **** ****
Business Response
Date: 09/12/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/27/2025, regarding BBB Case number ******** complaint.

You filed a complaint alleging that you purchased a Straight Talk phone from a ******* in **********, *************. When you called to activate it, a fraudulent "worker" compromised your ******* Galaxy A16. You want the Better Business Bureau to be aware of the fake phone and the dishonest employees at the store.

We value our customers and take their complaints seriously. We searched our system with the full name,email address and contact number included in the complaint, but such information does not match our records. We are unable to investigate this issue further at this time. For us to investigate your concerns, the following information is needed: the full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.

However, please note that Straight Talk Wireless and its affiliate brands' customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.

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 1327783518.

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


Sincerely,

Executive *********************
Customer Answer
Date: 09/25/2025

Complaint: 23806957

I am rejecting this response because:

Sincerely,

**** Debonis Never Received a Shipping Label By Mail My printer Don't works
Business Response
Date: 10/03/2025
Dear **** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/25/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you never received a shipping label by mail, and that your printer does not work.

In our previous response, we indicated that we could not determine the account due to lacking information provided. We require further account information such as the phone number or IMEI # of the device, to conduct an investigation. In your follow-up complaint, it appears that you are waiting for a shipping label to return a phone. In this case, please provide us with the ticket # to review this matter.

We attempted to contact you via phone number ************, and have sent emails to ******************* on 9/27/2025, 9/28/2025, and 9/29/2025, to gather further information. We received your reply stating you would call us instead; however, we still have not received further information, nor were able to speak with you. We have also not received further responses from you in our latest email on 9/30/2025.

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 1327783518.

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


Sincerely,

Executive Resolution Department
Initial Complaint
Date:09/02/2025
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.
My complaint is with Tracfone. July 2025 my tracfone was turned off stating not actively using the phone. Which is incorrect have prepaid minutes on the phone that did not expire until 2027. Tracfone turned my phone off and remove my minutes and my rewards points. I spoke to 3 agents and 1 supervisor and no one can retrieve my minutes. Tracfone turned my phone off and transferred the number I was told. I never received an email or text from Tracfone about using my phone. I'v been a a customer for over **************************************** a refund. I learned Tracfone is now operated by *******. I not happy. NO one will help restored my minutes or refund me/
Business Response
Date: 09/15/2025
Dear ******* *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that your TracFone service was deactivated despite having prepaid minutes and service days valid until 2027.Additionally, your minutes and rewards points were removed, and you were later informed that your number had been transferred. No one is able to restore your service.

We spoke with you on September 4 and 10, 2025, via phone at ************, during which you provided your phones serial number (IMEI ending in ***** and completed account authentication under reference number 1327810817.

Upon review, we found that your phone was deactivated in April 2025 due to non-usage. Our records show no activity on the line from September 2024 until the deactivation date.

TracFone Wireless Terms and Conditions states that notwithstanding your Service End Date, Tracfone reserves the right to deactivate any phone for which there is no voice, text or data usage for a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. If your Service is deactivated, your Service can be reactivated by purchasing and adding an Airtime Card. Once reactivated, your phone may be assigned a new phone number. Airtime which remained unused at the time of deactivation will still be available if Service is reactivated within sixty (60) days from the deactivation date, otherwise any unused airtime will be lost.

Following our review, we must respectfully decline your request to reactivate your service. We found that your previous number ending in 7956 is no longer available in our system due to extended inactivity. Additionally,please note that to qualify for the Loyalty Rewards Program, your account must have at least one active device. Currently, your account does not meet this requirement.

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 1327751183.

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

Sincerely,

Executive Resolution Department

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