Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

3,476 total complaints in the last 3 years.
812 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My service for acp /lifeline gets cancelled without notice and talking to your reps is pathetic. My free service doesnt expire yet. So why do you making me fill out a new application?
Business Response
Date: 07/23/2024
Dear *******************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/12/2024, regarding BBB case number 21980718. Your complaint stated that your service for the Affordable Connectivity Program (ACP) and Lifeline was cancelled without any previous notice despite of the fact that it shouldve not expired yet, thus, you dont understand why you are being told to fill a new application. In reviewing your Safelink account it is active with the **** ending in 9097. you applied for the Affordable Connectivity Program (ACP) on 12/06/2023 and you were enrolled on 12/09/2023, later on, you applied for the Lifeline program on 07/12/2024 but this application it has being on hold status since its expedition. Call records show that the phone is being used; nevertheless, as customer you are qualified for Lifeline already we need work on the account and speak with you in order for the application not to remain on hold status and the benefit to be activated. We attempted to reach you multiple times via phone at ************ and email was sent to ***************** on 07/15/2024, 07/16/2024, 07/18/2024, 07/19/2024 and 07/22/2024; however, we were unable to speak with you. For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est. Please refer to ticket No. ********** and email reference No. 5388016. Based upon the foregoing, we will close this case unless we hear from you. Thank you for choosing Tracfone Wireless.
Initial Complaint
Date:07/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
tracphone keeps sending the replacement phone to the wrong address i have called them several times and ask that they change the address they always say they changed the address but it keeps going to the wrong address i was told that they sent another one to the same wrong address and when the phone is returned to tracphone because they sent it to the wrong address they said to call them back to change the address i just want my replacement phone
Business Response
Date: 07/24/2024
Dear *************************:

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

********************** complaint alleges that TracFone keep sending the replacement phone to a wrong address.

As per record, ****************** request a replacement for his defective phone on 6/25/2024 in reference to ticket number **********. However, She has not return the defective device yet. ********************** TracFone account still active which is the phone that she must return.

Additionally, TracFone Wireless will process replacement for a defective device as long as warranty is active. However, customer must returned the defective device first.

We tried to contact ****************** via phone number ************ on 7/13/2024 and 7/14/2024 and also e-mails were sent to ******************** but we have not been able to reach the customer. We received a response via e-mail on 7/14/2024 which ****************** stated that not to call her again. Thus, we need to speak with you to address this matter accordingly.

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

Please refer to Ticket Number 1301556315.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/24/2024

Better Business Bureau:

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

Sincerely,

*************************
Customer Answer
Date: 08/02/2024
I HAVE BEEN WAITING FOR THIS ***** CALLED TRAC YESTERDAY AGAIN THEY CLAIM THEY SENT IT TO A DIFFERENT ADDRESS EVEN THO WHEN I SENT THEIR BROKEN ***** BACK TO THEM THEY GOT THE RIGHT ADDTRESS WHEN THEY SENT THE RETURN ADDRESS LABEL FOR ME TO SEND THE BROKEN ***** BACK THE 2 PIECES OF PAPER I SENT YOU SHOW THEY GOT THE DELIVERY OF THE BROKEN ***** BY *** I WAS TOLD BY ONE PERSON IT ALREADY HAD BEEN SENT BUT IT IS BEING RETURNED BECAUSE THEY DONT DELIVVER TO A PO BOX. I AM VERY ANGRY TO SAY THE LEAST THEY EVEN CLOSED THE **** ON THE BROKEN ***** BEFORE I EVEN RECIEVED THE ***** THEY TOLD ME *** WOULD BE SENDING ME A TRACKING NUMBER I NEVER GOT THE TRACKING NUMBER FOR MY REPLACEMENT ***** THEY DID GIVE ANEW TICKET NUMBER FOR MY REPLACEMENT ***** AND IT IS ********** THE OLD TICKET NUMBER WAS ********** THIS WAS FOR THE ***** THEY SENT ME AND THEY SENT IT TO THE WRONHG ADDRESS AND SENT IT BACK TO LA VERGE TN THEN I WAS TOLD TO WAIT 3-5 BUSSINESS DAY TO RECIEVE IT BUT YET THEY HAVE CLOSED THE **** ON THERE END I HAVE NO ***** AND NO TRACKING NUMBER FOR THE ***** I JUST WANT MY *****. COULD YOU PLEASE LOOK INTO THIS YOU HAVE TAPPED THERE SHOULDERS ONCE BEFORE FOR ME AND I THOUGHT WE COULD GET IT RESOLVED BUT THEY ARE NOT TRYING TO RESOLVE ANYTHING THEY HAVE KEPT ME WAITING FOR MY FONE FOR A MONTH OR TWO NOW.
Desired resolution: Replacement
Customer Answer
Date: 08/07/2024
i have been fighting with trac phone for amonth and a half and still no
cell phone now they are telling me i received it i still have no
cellphone help please
Customer Answer
Date: 08/12/2024
i had an account at ********************** they took my landline my 222 days and
thousand of minutes and email minutes every time i try to verify a code
they give me that they send to my email they say that that was not the
verification code security number should be 7171 and it is not and my
mothers maiden name is ******** and it isnt i put these things in when i
made the account and when i have looked at my payment stuff and my info
the account payment on the address and mothers maiden name and pin
number the above is not not there and they will not let me fix it at all
i cant it says i have to bee sent a verification code and they send it
to me and i give it back to them and they says it is wrong. Refund
Customer Answer
Date: 08/12/2024
they have deleted all my minutes and all the data my phone line
evrything i can ot verify who i am because akll of a sudden my account
which they are looking at when i am talking to them doesnt exist. Refund
Customer Answer
Date: 08/13/2024
they have sent me my phone but did take all of my account and blocked me so i had to make another account but i only am paying 16 dollars amonth now for now on i learned my ****** with them thank you for all your patients and help i guess you can close the problem *************************
Initial Complaint
Date:07/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am absolutely disgusted by the treatment of one of the supervisors Marlue employee ID ****** dont know if theyre a man or woman but when I was expressing my frustration about not getting my money back for an esim card that Ive never used purchased through ******** ******* will not give me my money back so I tried asking the manufacturer and they are also refusing as well. They laughed at me and used sarcasm to ridicule me. This person is an embarrassment of a supervisor and very incompetent to the company. Anyway I would really like my money back for something I will not use. Someone needs to resolve this. I am a single independent woman in living ******** it is not easy.
Business Response
Date: 07/18/2024
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 12 2024, regarding BBB case # ******** complaint.
Your complaint states that you contacted customer support to request a refund for eSIM you purchased through ******* and you did not receive the required assistance.

Please note that a digital SIM card that is embedded directly into the device is known as an eSIM (embedded-SIM). An eSIM is an industry-standard digital SIM that allows you to activate a cellular plan from your carrier without having to use a physical SIM. Therefore, it cannot be physically sold and it is required for us to speak with you for further assistance.

On the other hand, as per Straight Talk Terms and Conditions if you purchased a Straight Talk product from ******* (and not from Straight Talk directly either by phone or online), your purchase is subject to *******s return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. Straight Talk will not process the return of any Straight Talk product sold to you by *******.

We successfully spoke with you via phone at ************ on 7/17/2024; we discussed the aforementioned and clarified that you purchased a $35 service plan that you no longer need and you would try to request a new refund at ********

We apologize for any inconvenience the customer may have experienced and we will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

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

Please refer to Email Reference Number ******* or Ticket Number 1301734601. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
Initial Complaint
Date:07/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had tracfone for over 10 yrs on auto pay and terrible customer service. I have not been able to send or receive texts for at least 2 months. I tried to change my services to another provider and was told my phone cannot be unlocked unless I pay ******. I had no option than to stay with tracfone. They processed my payment but did not activate my phone. All reps are overseas and provide terrible customer service. I've made a decision to buy a new phone with consumer cellular and get out of the whole mess with tracfone. I've been on the phone for over 2 hours and was told by the last rep to wait 24 hrs to see if my phone activates. Absolutely terrible company and customer service
Business Response
Date: 07/26/2024
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2024 regarding BBB Case number ******** complaint.

************************** complaint alleges that she was not able send or receive text for at least two months. She tried to unlock the phone to switch to another service provider but was asked to pay $150.

As per record, ************************** TracFone account was reactivated on 7/11/2024 after she tried to port out her phone number. She requested the phone to be unlock. However, the device is not eligible for unlocking due to ne service plan was redeemed on her account after it was activated.

Additionally, as per unlocking policy; If the TracFone device was activated with TracFone service prior to November 23, 2021, then the device must have been active on TracFone Service for no fewer than 12 months with Service Plans redeemed in no fewer than 12 months, and not have had their telephone number recycled or ported. If the TracFone device was activated with new service on the ******* network on or after November 23, 2021, then at least 60 days must have elapsed since the device was activated.

We spoke with ********************** on 7/25/2024 at ************. We explained to her the unlocking policy and that her device is not eligible. She is not convinced and refuse for any payment. Thus, she stated that she will leave TracFone Wireless and switch to a different service provider.

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

Please refer to Ticket Number 1301626210.

Thank you for choosing TracFone Wireless.
Sincerely,

Executive *********************
Initial Complaint
Date:07/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Having been a Tracphone Wireless customer for over 15 years, I had accumulated a vast number of unused phone minutes, text & data units .Recently the company informed that all of these past accumulated credits were no longer recognized on their data base. Calling their off shore customer service in the *********** numerous times about this has been a exercise in futility at best. Explanations for these missing credits varied from a majority of no explanations to the termination of the *** program and finally on 7/10/2024 by a member of their corporate office statedthat because by cell phone was not used for a period of over 60 days all the credits that I have earned over time would be lost. As it turns out my problem is shared by many others, reported on the internet and to my local Tracphone dealer and friend who has informed me of almost identical occurrences with his other customers. My records indicate that had approximately ****** call minutes on my account before they became missing.. I am also still waiting for a replacement phone for a defective one sent back and confirmed being received by them back in March!
Business Response
Date: 07/25/2024
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2024, regarding BBB Case number ******** complaint.

********************** complaint alleges that TracFone deleted all his balances minutes, text and data. He has approximately 20, 000 minutes balance left and he sent the defective phone back on March but he did not received the replacement phone.

As per investigation, Phone account is active and well provisioned in the system. Records shows that the monthly plan customer purchased is $25 with 500 minute, 1000 text and 500MB 60 days. In addition, there was a multiple replacement tickets created on the account **********, **********, ********** and **********. We contacted other department and they provided an approval code: ms2101 to replace minutes.

Please be advised that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We need to speak to the customer for further assistance with the issue.

We called and spoke with ****************** on, July 15, 2024 at 2:09 PM EST via phone number **********. As per conversation, he provided the phone number of the old phone that was sent IMEI ending in 5812 and phone number ending in 6029. We confirmed that we already received the defective phone on March 28, 2024 refer to this ticket number: ********** status still in processed and there was a delayed shipment ticket created: ********** on May 27, 2024. Therefore, we informed him that we need to submit an escalation since he's been waiting for a long time. Once we received a feedback we will call him back. Lastly, we informed ****************** that we successfully replaced the total minutes balance from his old phone to his current active account phone number ending in 6458 ticket reference number: 1301686593.

We received an escalation response on 7/22/2024 that original ticket has been updated and provide turn around time to ****************** for the tracking number.

We spoke to ****************** on, July 24, 2024 at 3:45 PM via phone number **********. We informed him that ticket was updated and we are still waiting the tracking number. Once we got the tracking number we will call him back which he agreed and end the call.

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

Please refer to this Ticket Number 1301628923.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/26/2024

Complaint: 21973299

I am rejecting this response because: The business has not done their due diligence to confirm that I have been a customer for over 15 years and during that time have accumulated the vast amount call minutes, text time and data. They have informed me that they have a company policy that allows them to remove these items should the phone not be used for 60 days which is totally absurd!!

Sincerely,

*****************************
Business Response
Date: 08/15/2024
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 26, 2024, regarding BBB Case number ******** complaint.

Your complaint states that TracFone has not confirmed that you have been a customer for long time which accumulated a vast amount of balance, but were removed from your account. In addition, you stated that you were informed regarding a company policy which would delete your accumulated balance for not being able to use the phone in 60 days.

Please be advised, that TracFone Wireless Terms and Conditions indicates that airtime which remained unused at the time of deactivation will still be available if the Service is reactivated within sixty (60) days from the deactivation date,otherwise any unused airtime will be lost.

We reviewed TracFone account; it is active and provisioned in our system. The Transaction History shows that you have been purchasing airtime plans which would carry over, and that there are records of usage. In addition, we have determined that the accumulated balance were removed from the account due to a systemic issue we encountered. We apologize for any inconvenience this may have caused you. There are multiple instances where we tried to add the missing balance, but it still did not reflect in the account. Nonetheless, an in-depth review shows that a total of ****** airtime needs to be added to your account.

We spoke with you on August 12, 2024, via phone number ************, and discussed the status of your account and service concerns. We have successfully added the missing airtime to the account, with reference ticket numbers ********** and 1303388656.In addition, you requested to transfer your other phone number ending in 6029 to a new phone you received; however, we were unable to process your request since you failed to authenticate the account.

Please be advised that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers'information. Any changes to an account must be authenticated. Further account investigation is required prior we can proceed with your request to transfer your old phone number, and you agreed to be called back once we have updates regarding this matter.

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 1301628923.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed up for their service and picked the unlimited talk text with 3g data reoccurring charges. The reoccurring charges never occurred so I purchased a one month unlimited talk text and 3g. In the app says my phone will be on until 8/8/24 and they charged my bank account *****. My account shows 0 talk 0 text and 0 data and the phone has been disconnected from their service. I tried calling and texting and you get nowhere with their customer service. Their 800 numbers are a contestant merry go round . They want me to reboot the phone which I told him I cant because the phone is in ******* so they said to call the person that has the phone which is under my name to reboot the phone and I said I cant. The phone is off. I cant text or call this person which is my granddaughter to reboot the phone. So they just disconnected my phone and took my money. I want to be reimbursed for the cost of the phone which is around $79 and for the service I paid for which is $***** which I paid for the disconnected my service after I paid it I was not behind because I had a reoccurring account which never worked
Customer Answer
Date: 07/12/2024
I contacted TracFone and we worked it out ourselves and got $1000 credit so I would like to close this out. Thank you.
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have received **************** through tracfone for more than 10 years. Recently I upgraded my phone (Byop). I spent hours and days on the phone with customer service as they continually messed up the provisioning. The first few days were spent with no phone service at all. The next two weeks I had cell service but no internet connection. Now they have disconnected the service because I am "not enrolled in Lifeline". The Lifeline paper work was completed on line TWICE as well as sent via ***** According to the application ID I am enrolled. The program is called Lifeline because this IS my Lifeline. I'm unable to contact doctors or call emergency services if I fall. Furthermore, I have had this telephone number for decades and now may loose it because of tracfone's incompetent customer service!
Business Response
Date: 07/19/2024
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 10, 2024, regarding BBB case # ******** complaint.

Your complaint states you upgraded your service to a new BYOP phone with your Lifeline; however, customer support has messed your provisioning and your service was deactivated for not being enrolled in Lifeline despite the application ID showing you are enrolled.

In our review, you originally applied for the Lifeline program on 05/28/2017 and enrolled on 08/03/2017, receiving benefits that includes Unlimited Talk and Text with 10GB/month of FREE data, including 5GB of ************* however, records indicate that your benefits were cancelled on 06/19/2024 due to failure on the completion of the annual recertification required to maintain your program eligibility. Due to the cancellation of the benefits, the service ended on 07/01/2024.

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

Further records indicate that you reapplied for the Lifeline benefit on 07/10/2024, you were enrolled and your account was reactivated the same day. Account records can confirm that the benefits are properly applied to the account and the phone is being used.

We have contacted you on 07/18/2024 to the phone number **********; you confirmed to us that your service is working properly and no additional assistance is required.

If you should require further assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to email reference number ******* or Ticket Number 1301508003. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They promised to send me a new battery for my phone on 6-19-2024. They haven't shipped it. My callas to them do not help. I have tried calling the corporate office phone numbers you list on BBB website, but they do not connect to a person.
Business Response
Date: 07/23/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 10, 2024, regarding BBB case # ******** complaints.
Your complaint states that you contacted support team as the battery of your device exploded. Afterward, you were promised of a battery replacement on 06/19/2024; however, you have not received the replacement.
In reviewing your account with IMEI ending in 0324, records can confirm that a replacement request was initially created back on 06/29/2024 as per reference Ticket No.**********. Nonetheless, records can confirm that the replacement device was not shipped due to lack of inventory.
We have since created a new battery request as per reference Ticket No. **********. Therefore, it is imperative to speak with you in order to provide with the new outcomes.
We successfully spoke with you via phone number at ************ on 07/13/2024 and after the account identity protocol was processed and updated the ticket. We agreed to continue in contact until tracking number generation.
As settled, we spoke with you again via phone on 07/20/2024 and we decided to create a new ticket to help the system to provide a new tracking number since the original ticket was still pending, as per reference ticket No. **********. Once again we agreed to continue in contact for tracking number generation.
Notwithstanding the aforementioned, we determined the need of escalating the case to upper management for them to further assist the matter as a tracking number was not generated by the system. With this, it is imperative to speak with you in order to inform about the new outcomes.
Concluding, we spoke with you on 07/22/2024 and informed you that the new device has not been ship yet and we are waiting for the response of the internal escalation. Therefore, we will keep in contact with you until you receive the new device.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1301506583.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.
Customer Answer
Date: 07/24/2024

Complaint: 21968508

I am rejecting this response because: I still have not received a replacement phone. I have returned both the original failed phone and the phone with the failed battery. I have spoken with ******, Tracfone agent, as shown in the response, but she is unable to confirm that any phone will ever be sent. I have been without a phone since 5-26-24 when I first contacted Tracfone. What I have gotten from Tracfone are words with empty promises. This complaint should not be closed and every effort to get Tracfone to send me the replacement phone is greatly appreciated.

Sincerely,

*********************
Business Response
Date: 08/06/2024
Dear *********************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2024, regarding BBB Case number ******** complaint.
Your complaint states that you still did not receive your replacement phone yet. You have returned the defective device already; however, the representative who assisted you was unable to provide details with your replacement.
Upon review, the ticket escalation submitted for your replacement request with ticket number ********** shows that the original replacement request was not processed properly due to no confirmation of the return of your defective device. Thus, case has been reviewed thoroughly and the original ticket has been updated to complete the shipment of your replacement. However, due to bad address, we were unable to complete the shipment on time. Moreover, bad address has been corrected and we got a confirmation on August 2, 2024, that your replacement phone has been delivered already to your address via *** with tracking number 1Z85W81F0277336070.
We have spoken with you on August 05, 2024 via phone number ************ and you have confirmed the delivery of your phone. We also have confirmed that the device was properly activated and all services are working.
If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 1301506583.
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: 08/06/2024

Better Business Bureau:

With regard to the last response from Tracfone, they stated that "Upon review, the ticket escalation submitted for your replacement request with ticket number ********** shows that the original replacement request was not processed properly due to no confirmation of the return of your defective device." Since there was a first defective phone and then a defective replacement phone, I have attached both proof of delivery forms from ****** It is clear that both phones were properly shipped by me to Tracfone in a timely manner. It is obvious to me that what they call "the system" is faulty and needs a great deal of examination and correction if they plan to have good customer support and relationships. I did finally receive a call from an employee in the corporate office but only by first contacted the BBB. Then in still took over a month to receive the final replacement phone. I am very thankful to the various people in that office for their follow up with various other departments that were not taking care of their tasks as they should have. I have had the same phone number with Tracfone for 12 years. I regard it a Tracfone "system" failure for them to have any mistake about my address, my landline phone number or my name. In addition, I had often spelled and repeated all of this information to multiple employees that I talked with at the only Tracfone **************** line. I am very grateful to have finally gotten a call from ******** or ****** (I'm not sure of the exact pronunciation of her name). She promised to follow my issue through to a resolution. She called me back at the appointed times. She was finally successful in discovering all of the problems that delayed the shipment of a complete working phone kit. She was a wonderful island of ability in a sea of incompetence. I also received help and call backs after the phone delivery from ****** and help from ****** to restore my service and restore my 70 days of lost phone time. I only wish I had encountered others in Customer Support that were as able and reliable as these 3 people, especially ********. She carried the largest burden of response. Although I have had two previous experiences with Tracfone over the last 122 years, when my phone had had to be replaced because of changes in their operating system, I have never had this type of trouble before. I will stay with Tracfone and have the expectation that this type of problem will never occur again, and Tracfone will take steps to change any part of their Customer Support "system" that creates such an issue. My thanks to all in the BBB and at Tracfone that came to my rescue. You are worth your weight in gold, and I cannot thank you enough or repay you for your seeing me through to a successful resolution of my problem.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the above modifications

Sincerely,

*********************
Customer Answer
Date: 10/02/2024
My previous complaint on this issue Complaint *********** Date Filed:7/10/2024 Complaint Type:Service Issues was closed because I finally received a replacement phone on 8-5-24. I want to reopen or file a new complaint because the replacement phone I received only worked for about 1 month. Then I could not turn it off. I called Tracfone on 9-7-24. Chariz led me through multiple steps to restore the phone to original settings. That didn't help the problem. Chariz told me she would send another replacement phone and email a return air bill to return the defective phone. I didn't get the return air bill so called on 9-8-24. Ulecis said he would email one. I didn't get it so called on 9-9-24. ***** said she would send one. I finally got one by ***** on 9-11-24. I shipped the defective phone, the charger, the separate battery for safety, and the enclosed paperwork in the Tracfone box on 9-12-24. It was received on 9-17-24 (see attachment). As of today, 10-1-24 I have not received the promised replacement phone. I have called customer service on 9-24-24 Izza and Gosie or ***** promising updated ticket and shipped phone within 2-3 business days. Called again 9-27-24 Jame, Venjie, ******** promising updated ticket and shipped phone within 2-4 business days. ******** said it should ship by 10-1-24. At 4P on 10-1-24 I called again, ******* ID ******* who said no appropriate phone model was available in the warehouse. That cannot be true, as they are selling the *** Flip model on their website for $19.99. She said she updated the ticket and said I would get a replacement phone in first 2-3 then 5-7 business days. I have heard that story numerous times but have no phone and no email saying it was ever shipped. I just want a functioning phone so I can use my over 4000 minutes of talk time. Replacement
Business Response
Date: 10/11/2024
Dear ***** *****:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated October 02, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your replacement phone received only worked for 1 month.A representative tried to assist you in resetting the phone, but to no success. Thus, a replacement phone was processed. However, you did not receive a replacement after you sent back the defective one. You were informed that there is no available phone model for your phone, but they will update the ticket; and replacement should be processed in 5-7 business days. However, no replacement phone was received.

We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

Upon review, the ticket escalation submitted for your replacement request with ticket number ********** shows that the original replacement request was not processed properly due to an issue encountered with the system assigning the request to a correct facility center that will cater the request. Thus, we updated the ticket to make sure that the request will be processed properly.

We spoke with you on October 11, 2024, by phone number ************. During our conversation, we were able to provide you updates with your replacement phone.We will do our best to complete the process within 3 5 business days. We also discussed your concern regarding the transfer of your benefits and your double minute promotion. Rest assured that every concern you have will be handled accordingly and we will assist you with the transfer of benefits as soon as you receive your replacement phone.

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 1301506583.

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

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Customer Answer
Date: 10/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution is somewhat satisfactory to me. I had to make numerous calls to Tracfone after reopening my initial complaint above. These calls resulted in no help and no phone. After several promises to escalate my issue, I got a call from *****, Tracfone Corporate, on 10/11/24. On 10/15/2024 ***** called with a *** tracking number. I finally got a functioning phone on 10/18/2024. The phone seems to be working at this time, so the issue can be closed. Hopefully, I will not have to reopen the case again.
I am not happy with Tracfone customer service and would not recommend.
I am very happy and grateful to the BBB for help. Without BBB intercession, I believe Tracfone would have continued to ignore my issue.

Sincerely,

***** *****
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
1) I owe no money on my account to ******** ***** told me my phone met their unlocking requirements and promised they had unlocked it. 3) When I tried to use the phone with another provider, I discovered that NET10 had lied to me, and that the phone was NOT unlocked.4) NET10 then lied again and said it was impossible to unlock the phone. 5) NET10 then offered to unlock the phone for a fee of $150.
Business Response
Date: 07/16/2024
Dear *******************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 10, 2024, regarding BBB case # ********.

Your complaint states that previously NET10 Wireless has told you that the device met the requirements to be unlocked; however, now, you have been indicated that it is not eligible for this request but that you can pay a fee of $150.

In reviewing your account, we found an IMEI ending in 3223; however, to confirm the eligibility of this phone, we needed to talk directly with you and assure we have the same IMEI you are trying to unlock.

We contacted you on 07/12/2024 via phone number ************; you provide us with extra information about previous cases, with that, we found a different IMEI ending in 2636 that phone was showing locked by us.

Please know that NET10 Wireless will automatically unlock the device when it becomes eligible for unlocking. For cellphones activated with NET10 Wireless on the ******** or AT&T networks on or after November 23, 2021, the cellphone must have been active with NET10 Wireless Service for no fewer than twelve (12) months. They will be automatically unlocked after twelve (12) months of active NET10 Wireless Service in the absence of an indication of fraud.

If the phone has not met the required minimum period of active NET10 Wireless Service, NET10 Wireless may unlock the device, but you will incur a charge of up to $150, depending on how long her Service was active prior to the unlocking request.

We contacted our ********************* they look up for all the records on our system; however, the information we have about this account indicates that you used the phone for less than ********************************************************************************* our system, this might have caused that the data base does not have all the complete records. However, as that is not part of our official processes, an exception cannot be used, and the phone needs to be used properly with the NET10 Wireless service.

We have contacted you on 07/14/2024 via phone number ************ and the information was provided to you.

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

Please refer to email reference number ******* Ticket Number 1301512077. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing NET10 Wireless.

Sincerely,

Tracfone Wireless Inc.
Customer Answer
Date: 07/16/2024

Complaint: 21967948

I am rejecting this response because: Net10/Tracfone is lieing. What happened is simple: the phone met their unlocking requirements, they told me it was unlocked, and I discovered they had lied about this. When I tried to follow up, they lied some more: first, they said the phone was impossible to unlock. Then they assured me it would be unlocked after "escalating" the issue. Then they said they would only unlock the phone if I gave them a $150 fee. Their narrative is a lie, one they have repeated in response to complaints I filed with the **** the MA ************************** and now to the BBB.
In general, their customer service before this issue was an impossible, Kafkaesque nightmare. That is why I ported my phone service away from them. The previous issues I had with them consumed hours, and would be pointless and tedious to go into detail about. THEY MAKE SURE THE CUSTOMER SERVICE IS SO BAD THAT YOU WILL JUST WANT TO GIVE UP, WHICH ALLOWS THEM TO GET AWAY WITH ANYTHING. I have done everything I can to follow up with them, and it is very unfortunate that neither the **** the ************************** or the BBB have any power of enforcement. I can only hope that this account of how they operate will be seen by as many people as possible. I advise customers to avoid having anything to do with this company (I switched to *****, and my God what a relief it is to deal with them instead of Net10/Tracfone). I hope government agencies are eventually able to push back against this awful company and make them comply with the law and stop ripping people off.
Sincerely,

*******************************
Initial Complaint
Date:07/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase the second generation iPhone SE locked to TracFone from a third party. Phone has never been activated on the TracFone Network. When I contacted TracFone to unlock phone so I can use it on my ******** plan they would not do so unless the phone was 12 months. That being aagreedb upon terms when purchasing phone., I don't understand how I'm being held to those conditions when I'm not the original purchaser of the phone. They refused and told me I can get service to get it unlocked but I do not need another cell phone carrier as I have ******** and the phone would be fully compatible with ******** if it were unlocked. But TracFone refuses to do so basically giving me a paper weight when they could easily unlock the phone. Why is the phone being held hostage to track phone and in agreement of which I did not agree to because I did not purchase the phone but instead of purchased it from a third party. Please unlock the phone. If not reimburse me the $100 that I paid for it
Business Response
Date: 07/23/2024
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 10, 2024, regarding BBB Case number ******** complaint.

****************** complaint alleged that she purchased the second generation iPhone SE from a third party company which has been locked to Tracfone. Now, she requested to unlock the phone for ********* however, Tracfone prevents the unlocking request due to the phone has not been twelve (12) months of active service. With this, she requested for a $100 refund.

Upon review, ****************** provided information is limited. However, her name is associated to an inactive Bring Your Own Phone (BYOP) Net10 Wireless account. The phone was active on January 5, 2012 and was deactivated on February 4, 2012.

For further assistance, we attempted to contact with ************** multiple times on July 16, July 17, July 18, July 19, and July 22, 2024 via phone # **********. However, our call routed to a voicemail. We left voicemail and we sent her emails through her email address ********************* However., we have not received any email response from her.

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

Please refer to email reference number 5385481, 5386150, 5386760, 5387332 , and *******, or Ticket Number 1301736547.

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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