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.

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

Initial Complaint
Date:07/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased 2 Tracfone Data Plans 108 dollars each plus tax totaling ****** ea plan 30gigs unlimited talk and text added to accounts ********** and ********** and upon checking our accounts noticed all the data had disappeared. Have WIFI in home, retired and never use high data usage is 4 to 6gigs a year each. Called CSS agents at ********** 9x in 3 days 9 different agents explaining what our issue was and they hung-up on 4x a manager named ***** ask us to reset our network settings which deleted us off the server all together making our phones not work at all which i fixed and upon hearing there continued scripted hold and ill credit you be back in 2 minutes and please restart your phone to see the missing 60 gigs they all were saying the same thing which was NOT TRUE no credit was ever done. Googled this issue and found many customers having same problem and same abusive CSS Agents tactics of hangups and not help for missing DATA and minutes they. if not resolved i will file a suit for the stolen DATA cost incurred us ****** and Post our loss in the local social media venues to help not happen to others.
Business Response
Date: 07/15/2024
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 you added 108 dollars for a one-year plan on two lines, each plan for 30 GB; however, the data was removed from each device, you have called customer support multiple times, but they have not provided the required assistance.

We reviewed your account and found both phone numbers provided, the one ending in 3736 had a $40 plan that you purchase; however, the one ending in 0841 is in PAYGO service, the 30 GB of mobile data are not on the accounts, but transactions show that the $108 plan was applied to each of them and due to a system error got removed from both phones.

We contacted you on 07/11/2024 via phone number ************; after an exhausting investigation of the balance and usage on each account, we validated your both accounts, as we confirmed that both plans were removed from the account prior its service end date we make sure that both of them will be replaced with the correct plan you had on both devices ($108), we left 41 GB in the phone number ending in 3736 per ticket ********** because you had 11.GB previously with the $40 plan and 30 GB in phone number ending in 0841. The service was successfully applied and is completely working.

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

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

Please refer to email reference number ******* or Ticket Number 1301385182. Based upon the foregoing, we will close this matter unless we hear from you.

Thank you for choosing TracFone Wireless.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:07/09/2024
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've been a customer of ************* for over a year. My phone was damaged. I bought a new ************* phone, and put my OLD *** in there. The service is spotty. When I called they told me I need to use the *** that was inside the package of the new phone. I gave them the *** ID of the NEW *** but they refuse it every time. They are telling me I can no longer have service.
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 10, 2024, regarding BBB Case number ******** complaint.

**************** complaint states about the phone services was spotty after when she inserted the old SIM card to her new phone.

Upon review, account had a ******** SIM card that was attached to her new phone. On 7/14/2024, she ported out her phone number with a ticket number of ********** and also, at the same date she ported in her phone number back to ************** Port In ticket number was **********. Showed under port in transaction, she was using a new account with an updated ******* SIM card.

There was a need to troubleshoot the old account, on July 22, 2024 at around 11:23 AM EST. We spoke and as per conversation, she said that her issue has been resolved. He now had good coverage, but, his picture messaging will take around 2 hours to received it and sending. Tried to offer troubleshooting, but, he is at work. Offered to call her back on the other day and she agree.

Please note that ************* and its affiliate brands, customers 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.

Checked on the new account with the correct ******* SIM card, it showed that her phone was provisioned and working well. Balance inquiry showed that her picture messaging was working. Thus, we also need to verify to her picture messaging if it works or not.

Within coverage areas there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower ****************** and data speeds or no ****************** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. (Account is currently active and well provisioned in our system. The device is a VoLTE (Voice over LTE) and connected to the upgraded network.).

Attempts were made to reach ****************, via contact phone number provided and on her e-mail address ********************** on 7/11/2024, 7/23/2024 and twice this 7/24/2024. But, with no success and no response as well from our e-mails.

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 reference e-mail number ******* and reference Ticket Number 1301427821.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/09/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Three days ago on 7/06/24 I purchased a data add-on from Tracfone wireless, because my phone indicated that I was out of data and could not send a text message. The following day I purchased a second data add-on because I was still unable to send a text from my phone, and I thought there had been a problem processing the previous transaction. I was still unable to send texts from my phone. Or to be more precise, I could send texts to some numbers, but not others, and I am certain the intended recipient of the failed texts had not blocked **** contacted Tracfone tech support, who told me that they received my money and that the transactions had gone through, and that they had supposedly fixed whatever issue existed with the texts and that I would be able to send texts normally from that point. This tech support person refused to explain what the problem was, however, and also refused to get me a different support rep when I asked for one, which I had requested because I wanted to understand the nature of the problem in order to prevent it going forward. I later discovered that the problem had not been resolved and I was still unable to send texts.It is now three days since I have attempted to solve this problem and I have made several calls to tech support but each rep is incompetent and does not have the means to solve the problem. I have received the same advice to try turning off my phone and then turning it back on again, trying a sample text to a number they give me, etc. etc., all very basic troubleshooting issues that do not address the problem.At this point it is clear to me that the owners of this company are running a scam and I am done playing their game. I am seeking a refund of the data add-ons, and, more importantly, the prorated amount for the service I have paid for. If I can't send texts the phone is worthless. I purchased a year-long plan in May and I want a refund of that money, less the time (approximately two months) I have actually used.
Customer Answer
Date: 07/13/2024
I just wanted to let you know that I consider this matter resolved. I appreciate the service that the BBB provides. TracFone responded immediately and when I called their customer service line to see if I could resolve the tech issue, the rep easily solved the problem. This was a relief to me, but it also highlighted exactly how poor the customer service at ********************** is. The fix was so easy that it should have been resolved by the techie within a few minutes, the very first time I called, but sadly the company only provided customer service from a qualified tech consultant after I lodged this complaint. I had made three previous phone calls and one text conversation prior to doing that, and that's time wasted that I'll never get back.
So I remain disgusted by this company and would recommend that no one give them any money. It was a great service for me for the past 10 years but now that ******* has purchased them, they've become unrecognizable. There are many, many sources online that corroborate my experience.
I initially requested a full refund, but I am satisfied that the matter was resolved, so I will stick with this phone company until my prepaid year is over, then switch to another service.
Thank you again and be advised that this matter is resolved and I am done giving it mindshare.
Initial Complaint
Date:07/08/2024
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 contacted tracphone to unlock an iphone I had purchased for my daughter. They said they couldnt unlock it bc i needed to have service with them for 60 days. I then left and went to dollar General and purchased a 25 dollar tracphone card to activate service. I came home to activate it to only find out it has to be straight talk service. The employee never said that to me and I repeated to the employee what she said so that I had complete understanding. I get homr and cant activate service. The rep *** ****** said that I needed to return the phone. There is nothing wrong with the phone. The problem is they misinformed me and now I'm unable to activate the phone bc I bought the wrong service plan bc they told me wrong.
Business Response
Date: 07/22/2024
Dear *****************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 9, 2024, regarding BBB Case number ******** complaint.

****************** complaint state that she contacted Tracfone to unlock his iPhone that she had purchased for her daughter, however, she have been told that they could not unlock it because it needed to have service for 60 days. Furthermore, she then purchased a card but she was unable to activate the phone because she purchased a wrong card.

Simple Mobile 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 value our customers and take their complaints seriously. We searched our system using her full name, ************************
and contact number included in the complaint and we were able to pull an inactive account. Withn this we need to speak with ************** directly to further assist her concern and ask information on her account.

To safeguard the integrity of its customers' data, ********************** implements its customer account authentication policy in accordance with strict security guidelines. Authentication is required for any account updates. ********************** will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:

The cellphone must be in working condition.The cellphone has not been reported stolen or lost, and there are no indicators of fraud.For all cellphones activated with TracFone prior to November 23, 2021 on any carrier network, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active TracFone service.For all cellphones activated with TracFone on the ******** or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active TracFone service.For all cellphones activated with new TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after activation.For more information about our Unlocking Policy, ************** may also visit our website at ******************************** and enter his IMEI information.

We attempted to contact ************** on 7/11/2024, 7/13/2024, 7/15/2024, 7/17/2024 and 7/22/2024 via phone number ********** and e-mail at ************************ to provide information regarding her unlocking request and the wrong card purchased but we were unable to reach her. ************** did not respond in our email. We are looking forward to hear 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 ticket number 1301432926.

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

Sincerely,

Executive *********************
Initial Complaint
Date:07/08/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a tracfone on June 14 with a 40 service plan I called customer service to activate the phone customer service put my 40 service plan on another account and I am out of 40
Business Response
Date: 07/22/2024
Dear *****************:
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 09, 2024, regarding BBB case #********.
Your complaint states that you purchased a service plan, contacted customer support and they added the services on a different account.
We reviewed your account and found it is active in our system with a $40 plan, your account was deactivated on 06/16/2024 per your request and the same day was reactivated again. You also added a $20 plan. Our records show that your services were added to the correct device and services are being used. In addition, we added more services as replacements on 06/23/2024 and 06/24/2024 per references1300419032 ********** respectively.
We attempt to contact you multiple times via phone at ********** on 07/10/2024, 07/11/2024, 07/12/2024, 07/16/2024 and 07/19/2024. Emails were sent to *********************** however, we were unable to speak with you.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to Email Reference Number ******* or Ticket Number ********** Based upon the foregoing; we will close this matter unless we hear from you.
Thank you for choosing TracFone Wireless.
Customer Answer
Date: 07/22/2024

Complaint: 21958788

I am rejecting this response because: every time i called and explained they didn't understand they still don't understand. The phone had 40 dollars because when they put the first 40 on another account I had to go purchase another 40 card also I never told any to turm my phone off 2 days after I activate the phone and every time you all want to confirm Mt account I keep telling you all I am not able to access my phone and I have all three of my services card and I want my money back

Sincerely,

*****************
Business Response
Date: 07/31/2024
Dear *****************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your
correspondence dated July 09, 2024, regarding BBB case #********.

Your complaint states that you purchased a service plan, contacted customer support and they added the
services on a different account.

We reviewed your account and found it is active in our system with a $40 plan, your account was deactivated on 06/16/2024 per your request and the same day was reactivated again. You also added a $20 plan. Our records show that your services were added to the correct device and services are being used. In addition, we added more services as replacements on 06/23/2024 and 06/24/2024 per references ********** ********** respectively.

We attempt to contact you multiple times via phone at ********** on 7/30/2024 at 1:57 PM, and 2:48 PM EST. Emails were sent to *********************** however, we were unable to speak with you. We spoke with you for the third attempt that we had made for the day about the plan that was added to the wrong account. You were really aggravated about what has happened and does not have the device already, because you broke it to pieces for the frustration of this issue that wasn't addressed correctly. You wanted a refund about this plan that should be added to the correct account. We were trying to ask for couple of information like any IMEI number that could be located in the box, but you informed me that you don't want to continue with this case and ended the call.

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 1301385076.

Sincerely,
Executive *********************
Customer Answer
Date: 07/31/2024

Complaint: 21958788

I am rejecting this response because: I did not never request my phone to be turn off how insane I purchased a 40 card then another 40 20

Sincerely,

*****************
Initial Complaint
Date:07/08/2024
Type:Order 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 had one year of service until the end of spring of 2025. I knew that my service plan was going to end at the end of June 2024 for the 30 day unlimited voice and text plan. I had unused minutes plan that I was going to let it revert to. Instead reverting back to the minutes, the service turned off. I also added a minutes card in June that I never had got after I added the pin code. I recently added anther unlimited talk and text plan to reactive the service. So my question is can my missing minutes plan with my other previous plans I have be added back. I also attempted to activate the device on ******* and was unable, can I have the manual unlock code to the device?
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 8, 2024, regarding BBB Case number ******** complaint.

****************** complaint states about the service plan added to the account, the minutes from the old phone was not transferred to the new phone. Customer also wanted to have the unlocking code.

Upon review, customer do an upgrade from two devices only. On his recent active account, the plans he added are usually consumed for 30 days. Last plan added was when he reactivated his account with the ********************** $15 Unlimited Talk and Text / 30 days.

We have a process to transfer the minutes from the old device to a new device. The old phone should be active first before we can do the transfer. Unlock phones are often used to another service provider, but when the new service provider encounter an error that will ask for unlocking codes. That phone need to continue to unlock using the unlocking codes. Unlocking codes can be provided and we can also do an escalation, also the customer can contact the manufacturer of the phone to have it unlock.

Please note that TracFone and its affiliate brands, customers 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.

Tracfone Wireless will automatically unlock the device when it becomes eligible for unlocking. Our unlocking policy states that, "For all cellphones activated with new TracFone service on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after activation. If you have not met the required minimum period of active TracFone Service, TracFone may unlock your cellphone, but you will incur a charge of up to $300, depending on how long your service was active prior to the unlocking request".

Attempts were made to reach ******************, via contact phone number provided and on his e-mail address ************************* on 7/9/2024, 7/10/2024, 7/11/2024, 7/22/2024 and 7/23/2024. But, with no success and no response as well from our e-mails.

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 reference e-mail number ******* and reference Ticket Number 1301322559.

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

Sincerely,

Customer Answer
Date: 08/01/2024

Complaint: 21944412

I am rejecting this response because:
I had never had any contact by email included checking the spam folder and the dates they listed by phone, my service was turned off even after added a new phone card. I had a pay as go you plan. I am unsure why when the ***** talk and text expired the pay as you go service plan with my unused data did not resume where it left off on my TCL phone. Attached is a phone card from earlier in the year that their system never credited to my phone with other hundreds minutes I had too for the device ************ disappearing in their computer system. I am looking for a new service ******* at this time. Not having the active service has gotten in the way of my searching for a 2nd job. I am not blaming tracphone customer service for these miss events. It has something to do with ******* transition. Wish ******* would just stop missing with their computer systems. From what I researched online Tracphone's core computers systems are being replaced with what ******* uses for their core system.

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 22, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you have unused minutes with service days until 2025 on top of your unlimited plan, however, after consuming your 30 days unlimited voice and text plan, your service was turned off. You want those unused minutes back and unlocked your phone at the same time.

We have reviewed your case and found that you switch your number and service back and forth to two of your phones. The first transfer was done on 1/26/2024 with reference number **********, second time was on 2/24/2024 with reference number ********** and lastly, on 3/07/2024 with reference number **********. The record shows that on the old phone with serial number ending in 9466, you have about 428 voice minutes, 622 text units, and *****GB. You first added an unlimited plan (Tracfone $40 Unlimited Talk and Text, 10GB of Data, HS and ID Protection / 30 Days) on 3/4/2024 and has not renewed another unlimited plan until 7/2/2024. Regardless of not adding the unlimited plan regularly, the system still keeps your Tracfone account active because of your old plans service days. Please note that when in not in your unlimited plan, you are consuming your accumulated minutes and without minutes, service will not work.With the aid of our investigating department, it was found that the minutes were used. In addition, it was found that your two phones were already unlocked.

We tried to contact you multiple times on August 4, 2024, via phone number ********** at 11:38 AM EST, 12:09 PM EST, and 1:00 PM EST, but we were unsuccessful. The emails we sent to ************************* has not received any response and we have not heard from you.

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

Please refer to email reference number ******* or Ticket Number 1301322559.

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

Sincerely,

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

Complaint: 21944412

I am rejecting this response because: My phone number was never moved back and forth between 2 different phones. I had bought an upgrade phone from a local ******* and had the service transferred to that device. I had bought 2 ***** unlimited voice and text cards for use through June and August. Then I bought a ***** plan with the hotspot so I can at least use data service on the device after my existing data from my pay as you go plan disappeared, even though Tracphone offers unlimited carry over. If those 2 $***** don't have that offer, then they need do make it clear in their terms of service that I read. When switching to the unlimited plans the pay as you plan get put in a reserve temporary hold until the unlimited plan is not renewed or ran down. The end of July my service was turned off and should have reverted back to my pay as you go plan. Furthermore, I have never received any emails or voicemails to the phone number ************ as my service deactivated. I have gone with another carrier and if needed will escalate the complaint to the FCC.

Sincerely,

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

Complaint: ********

My phone number was never moved back and forth between 2 different phones. I had bought an upgrade phone from a local ******* and had the service transferred to that device. I had bought 2 ***** unlimited voice and text cards for use through June and August. Then I bought a ***** plan with the hotspot so I can at least use data service on the device after my existing data from my pay as you go plan disappeared, even though Tracphone offers unlimited carry over. If those 2 $***** don't have that offer, then they need do make it clear in their terms of service that I read. When switching to the unlimited plans the pay as you plan get put in a reserve temporary hold until the unlimited plan is not renewed or ran down. The end of July my service was turned off and should have reverted back to my pay as you go plan. Furthermore, I have never received any emails or voicemails to the phone number ************ as my service deactivated. I have gone with another carrier and if needed will escalate the complaint to the FCC.

Sincerely,

***************************
Business Response
Date: 08/26/2024
Dear ***************************:

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

Your complaint states that you never moved back and forth between 2 different phones. You bought a phone from ******* and transferred your service to that device. In addition, you bought 2 $15 unlimited voice and text airtime card for you to use in June and August and another $40 plan with hotspot after your pay as you go plan disappears. However, at the end of July your service was turned off. Furthermore, you never received any emails or voicemails to the phone number ************ as my service was deactivated.

In reviewing, on 1/26/2024, you transferred your number and service from IMEI ending in 9466 to another device with IMEI ending in 3396, reference number **********. On 2/24/2024, the number and service were transferred back to the old IMEI in 9466, reference number **********. On 3/07/2024, the last transfer was done with reference number **********. Prior to the transfer, on 3/04/2024,you added a $40 plan on the old device. After the last transfer, on 4/29/2024,you added a 60 minutes/90 access days plan on the current phone with IMEI ending in 3396. On 7/02/2024 and 7/26/2024, you added a $15 unlimited talk,text plan, and on 7/31/2024, a $40 unlimited plan was added; however, none of these plans were added on reserved; it was applied right away during redemption, and redemption channel was via web. In addition, while not on your unlimited plan, the system was using your pay as you go minutes to keep your line working. To this date, the account is deactivated due to a report made on 8/22/2024, saying that the phone was lost/stolen.

We attempted to communicate with you via email ************************** which we found on your account on 8/23/2024, since we cannot call you on your deactivated number; however, we have not received any response.

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 1301322559.

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: 09/04/2024

Complaint: 21944412

I am rejecting this response because: The phone service transfer was only transferred once at my request to the phone I bought at a local ******** I am unsure who had my service transferred back to my old device. ********************** support explained to me that that when I add an unlimited 30 plan that the pay as you plan gets put on hold until the unlimited plan ends or is not renewed. Tracphone does not have a user interface option on their website or in their 800 number's phone menu for the customer or in the ********************** phone app. At this time I had employers attempting to schedule me job interviews unable to reach me cause of the number not in service when their was active service. From on my end I think someone was attempting a **** card jacking attempt or spoofing my phone number. Do to not getting the help needed, I decided to cancel my service. I have gone with anther company.

Sincerely,

***************************
Customer Answer
Date: 09/09/2024
They never bothered to reach out to me at *************************; that email address was hacked. I was able to recover that email account. My service with Tracphone was hacked. It appears to be a **** swapping attack. My 500 minutes on my pay as you go plan where transferred to anther device without my permission. This summer I have had employers attempt to call my number only to have it telling them it is not active when setting up interviews, dropped calls and find the phone service was shut off on me at randoms times when with a 30 day unlimited plan active. adding service plans only to never received the plan the was paid for and their customer support telling me to buy more phone cards. I have decided to suspend the service cause of the problems I have had with their service and went with anther prepaid carrier. If possible I would like a refund if possible with tracphone; seeing that they have refused to attempted to fix the issues.
Business Response
Date: 09/18/2024
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 9, 2024, regarding BBB Case number ******** complaint.

Your complaint states that customer service did not reach you at your email address. You also mentioned that your service with TracFone was hacked, and it appears to be sim swapping and the 500 minutes on his pay as you go plan were transferred to another device without his permission. Also, you have had employers attempt to call your number only to have it telling them it is not active when setting up interviews, dropped calls and find the phone service was shut off at randoms times when with a 30-day unlimited plan active. You have decided to suspend the service because of the problems you had with the service and went with another prepaid carrier. You requested a refund with TracFone if possible; seeing that they have refused to attempt to fix the issues.

Please note that TracFone Wireless and its affiliate brands, customers 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.

Upon review, your phone was deactivated on 8/22/2024, and it was reported as lost/stolen. On 7/02/2024 and 7/26/2024, you added a $15 unlimited talk, text plan, and on 7/31/2024, a $40 unlimited plan was added; however, none of these plans were added on reserved;it was applied right away during redemption, and redemption channel was via web. In addition, while not on your unlimited plan, the system was using your pay as you go minutes to keep your line working.

We also verified that there was usage of minutes, text and data every single day from the time that you added the unlimited plans before your phone was deactivated. Therefore, we cannot process your refund request.

We attempted to contact you multiple times via email address at ************************* on 9/10/2024,9/11/2024, 9/13/2024, 9/16/2024 and 9/18/2024, but we have not received any email response from you. We were not able to call your phone number since it is no longer in service.

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 1301322559.

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: 09/19/2024
This company had refused to restore my service (pay as go service) that was transferred to another phone without permission then telling me that the minutes were used up by another party. They never bothered to reach out to me by email or phone. I even check my spam folder. I have had to call Tracphone support more than once the summer of 2024 after finding the phone service was turned off even after adding an unlimited card to the account with support telling to buy more phone cards. I have had to deal with phone calls getting dropped in mid call, not receiving voice mails that employers attempting to reach me about job interviews. I suspect that this mishap may have been someone attempting a **** card jacking attacked on my device, tier one support does not seem to know what a **** jacking attack looks like. Employers calling me to set up interviews telling me they were getting messages that the number was no longer in service. The quality of the service has decreased since ******* bought out Tracphone.
Business Response
Date: 10/02/2024
Dear ****** *******:

We have received and reviewed your Better Business Bureau complaint.

This response is in reference to your correspondence dated September 20, 2024, regarding BBB Case number ******** complaint.

Your complaint states that your service was transferred to a different phone without your permission and your paygo service was not added back to your account. This caused you to be unable to use your service properly, getting dropped calls, not receiving voicemails, and your number shows no longer in service when someone is trying to get in touch with you.

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. Please note that TracFone Wireless 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.

Upon review, your phone number ending in 8659 is no longer active after you requested to deactivate the service on August 22, 2024. According to the account transaction history, all the service plan added to the account was properly applied and being used. We were unable to see any unauthorized changes made to the account. However, to properly identify your phone where your service should be associated with, it would be best to speak with you directly to gather further details and conduct further investigation.

We tried to communicate with you through email at ************************* on 9/25/2024, 9/26/2024, 9/27/2024, 9/30/2024, and on 10/02/2024. However, we only got one response asking who filed the complaint and the date of the complaint. We were unable to provide the details of the complaint for security purposes, but we were able to respond to that email providing further assistance. We have not heard from you yet after the last email we have sent.

Please note that we are more than willing to assist you with your concern and know that we are doing our best to address it properly. For further assistance, it would be best if you could provide us with your callback number and preferred time for a callback.

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 1301322559.

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

Thank you for choosing TracFone Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/08/2024
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.
New complaint related to original BBB complaint #******** filed against Tracfone.Hello, I am filing this new complaint after numerous wasted hours & failed attempts in getting this problem fixed by calling/emailing Tracfone.The details are as follows:After initially filing a Better Business Bureau complaint in October of 2023 my existing ******************************** (including proper SMS *********** Balance) was finally restored by Tracfone in November of 2023. But now, both my SMS ************ Balances have mysteriously vanished again, and I can't send or receive texts. (FYI: My Remaining Minutes ***************** End Date are still correct.)I need Tracfone to correct these errors and restore my proper SMS ************ balances.Thank you for any assistance in helping me resolve this issue.Sincerely,***************************
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 09, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that you filled another complaint regarding numerous attempts in getting the text and data balance restore back in October of 2023. You mentioned that the service including appropriate balance was reinstated by Tracfone in November of 2023. However, text and data balance was mysteriously erased again, as you were unable to send or receive texts; even though, the remaining minutes balance and service end date remained. As resolution, you want the missing text and data balance restored on your Tracfone account.

Your account has been reviewed and a replacement request was issued for your damaged phone on 06/28/2021. We determined the device needed to be replaced, since the screen of the phone was not responding per ******************* Ticket ************. The phone was reestablished with an amount of 6347 minutes, 6347 text and 6347MB plus 78 days of service per Reference Ticket No. 123-915-8562.

Then, he purchased a $99.99, 400 minutes and 365 days of service plan on 10/14/2021, which due on 10/30/2022. However, based on the records we reviewed on your account; we found that the line was suspended due to non-usage, which resulted in the removal of the text and data balance.

Per Tracfone Wireless terms and conditions, airtime minutes added to their phone do not expire with active service and usage within a period of six (6) consecutive months for smartphones and twelve (12) consecutive months for other phones. 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.

As a courtesy, the account was reinstated on 11/02/2023 with 6345 text and ***** of data per Ticket No. ************. The phone number ending in 1921 was successfully transferred on 02/28/2024 to the new phone, which is your current account per Reference Ticket No. 129-350-4891. However, it does appear that a service interruption occurred, due to an unexpected system error. Please know that missing minutes and/or data usually occur due to failed activations or phone upgrades, reactivation after 60 days, reactivation with a new SIM card, and system errors.

Tracfone Wireless 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 contacted you via phone ************ on 07/24/2024 to discuss about your missing text and data balance. We were unable to reinstate the airtime benefits because you were not able to authenticate the account information. We are going to remain in contact with you through your Tracfone phone from a better location since there is no reception from your home address to validate the necessary account information and properly address this matter.

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

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

Sincerely,
Tracfone Wireless Inc.
Customer Answer
Date: 08/08/2024

Better Business Bureau:

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

Sincerely,

***************************
Initial Complaint
Date:07/07/2024
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.
Decided to purchase an iPhone SE from my provider of approximately 30 years Phone arrived, I went through transfer procedures, NO SIM CARD DRAWER So now without any phone service, I used Tracfone chat I requested an eSim Was told they had to actually speak with me ( I had no phone service due to data transfer)Told to go somewhere and call them.I was told the chat box would be emailed to me (it was not!) I did save it thoughl Too much of a run around; Tracfone can do better after I spent 30 yrs. with them and $189 for an iPhone with no SIM card drawer; this was never mentioned duriing purchase process I feel this is intentional deceit to a customer.
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 7, 2024, regarding BBB Case number ******** complaint.

******************** complaint states that she purchased an iPhone SE and activated it, however, the phone has no phoner service.

Upon review, **************** transferred her phone number to the new device with serial number ending in 7646, with reference ticket number ********** created on July 6, 2024. However, **************** called on the next day to transfer her phone number back to the old device with serial number 5150 and requested to return the new phone. The new phone has a status of refurbished which indicates that it was returned back to our warehouse. Meanwhile, ******************** account is currently active and well-provisioned in our system. Usage records show that phone is working properly. With this, we need to speak with **************** to assist her accordingly.

We attempted to contact **************** multiple times via phone *************) and e-mail ********************* on 7/10/2024, 7/11/2024, 7/12/2024, 7/15/2024 and 7/18/2024, but to no success. **************** has not responded to our emails sent and we are looking forward hearing 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 ticket number 1301388666.

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: 07/19/2024

Complaint: 21952005

I am rejecting this response because:1) I called many, many times and got nothing but a busy signal.
2) I finally got through and the person on the phone claimed they could not do anything without case numbers or ticket numbers. I could not find that information within any emails I had handy.
3) My issue is still not comprehended correctly by Tracfone. This is all extremely frustrating and as a major business, they can do better than this. I will not let this go. I have been a customer for about three decades. I have also filed a complaint with the FCC.

***********************
Business Response
Date: 07/30/2024
Dear ***********************;
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 7, 2024, regarding BBB Case number ******** complaint.

Your complaint states that you had called many, many times and got nothing but a busy signal. You finally got through and the person on the phone claimed they could not do anything without case numbers or ticket numbers. You couldn't find any information from the case that you had filed from BBB. Your issue is still not comprehended correctly by Tracfone and you're extremely frustrating and as a major business. You will continue with this case and you had been with us for three decades. You also filed a complaint with the *** for this issue to be addressed.

In reviewing, your account is working with the phone number ending with 6258. You upgraded the device to the **** ending with 5150 last 7/7/2024 and the device is supported with the upgraded networks from ******* and it is a VoLTE compatible device.

With this, it would be best to speak with you directly to provide further assistance regarding this matter.

We attempted to contact you multiple times via phone ************ and email ******************* on July 26, 2024, 2:24 PM EST, 4:34 PM EST and 6:23 PM EST, but we were unable to reach you for us to have this issue addressed and what escalation is needed for this to be resolved.

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 1301388666.

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

Sincerely,
Executive Resolution Department
Initial Complaint
Date:07/07/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracfone, once again, disconnected my phone!
Business Response
Date: 07/15/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 9, 2024, regarding BBB Case number ******** complaint.

******************** complaint alleges that his phone was disconnected once again.

As per record, ******************** SafeLink account is currently active and well provisioned in our system. However, we found records that it was deactivated due to a system error. However, service was reinstated after a couple of hours and the phone was working since then.

Additionally, **************** is enrolled in the SafeLink lifeline program. He applied on 6/18/2023 and got enrolled on 6/19/2023. He is receiving the monthly plan of unlimited talk and text with 10 GB of data plus 5 GB of hot spot.

We spoke with **************** on 7/13/2024 at ************ and he confirmed that everything was taken care off, but he has issue with the device. However, he will just have to call some other time.

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 1301511642.

Thank you for choosing SafeLink Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:07/06/2024
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 was Scam by TracFone wireless. They sold these phone cards knowing that the airtime pin number would be destroyed in the process of peeling the sticker off them. It says the card is a Scratch off. But it isn't. I was told by **************** ***************** that the bar code on card was good in the Airtime would be added to my phone . But this was not true. I went back also to the Dollar General The card came from in they did what TracFone wireless did, both stated to return to the other.
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 9, 2024, regarding BBB Case number ******** complaint.

************ complaint alleged that he purchased an airtime card from Dollar General, however, the PIN was scratched off. With this, ************ is requesting for a refund. Otherwise, a data service restoration.

We received an email response from *********** on July 20, 2024 in reference to kana # ******* along with the attachment of the airtime PIN and the other proof of purchase. ************ is requesting to add the secondary air time PIN to his phone # **********.

Upon review, the account has been active and provisioned as per our network system. However, as per the accounts recent interaction, ************ has been calling us in reference to unable issues and scratched off PIN on July 5, 2024 with the air time PIN *********.

In our recent review, based on his email response, dated on July 19, 2024 and July 20, 2024 ************ sent an airtime card attachment along with the proof of purchase. However, as of this writing, we could not grant his request to add those service PIN to his account due to the need to speak with him.

For further assistance, we attempted to contact with ************ on multiple times on July 18, July 19, July 21, and July 22, 2024 via phone # **********. However, our call routed to a voicemail and we sent him emails.

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 5386829, *******, *******, and ******* or Ticket Number 1301872588.

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


Sincerely,

Executive Resolution Department

Customer Answer
Date: 07/30/2024
I Complained was contacted by the TracFone Wireless Executive resolution team ******. I called back 3 times in was told that ****** wasn't available. In the Resolution team would clear up the none added airtime Card number that was damaged. All 3 times after I gave my evidence in info. I was told ****** had to clear in add data. In a call back would be given a Spam number should up. I blocked it it stayed that my phone would be turned off 3-7 days. I refuse to let them do that. I am moving in to the next faze. I am reporting them to **** This is a simple matter I have given them copies of my damaged card number those data minutes was never used. In this his the 11 time something like this has haplen in the last 7 years. I have purchased 3 airtime pin cards since then my phone calling and texting is paid up until August 2025. Put my Data is being used every 5 days. I get 2GB for $22. .
Customer Answer
Date: 07/31/2024

Complaint: 21950394

I am rejecting this response because:
I Complained was contacted by the TracFone Wireless Executive resolution team ******. I called back 3 times in was told that ****** wasn't available. In the Resolution team would clear up the none added airtime Card number that was damaged. All 3 times after I gave my evidence in info. I was told ****** had to clear in add data. In a call back would be given a Spam number should up. I blocked it it stayed that my phone would be turned off 3-7 days. I refuse to let them do that. I am moving in to the next faze. I am reporting them to **** This is a simple matter I have given them copies of my damaged card number those data minutes was never used. In this his the 11 time something like this has haplen in the last 7 years. I have purchased 3 airtime pin cards since then my phone calling and texting is paid up until August 2025. Put my Data is being used every 5 days. I get 2GB for $22.

Sincerely,

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

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

Your complaint states that you were contacted by a representative named ****** but whenever you tried to reach us, you're unable to get in touch with him. You were told that you were given a spam number and stated that your phone will be off for 3-5 days and you refused for it to happen. In addition, you stated that you have provided us the documents to resolve the matter with the three (3)airtime cards that you could not redeemed due to scratch off issue; however, it has not been resolved yet.

Upon review, account is active and well provisioned on the system. Please note that for instances where an airtime card PIN, which is required to redeem the plan, is scratched off, the customer will need to provide us with the serial number of the card and the denomination, which is located in the card or the receipt.Without these information, we could not proceed with adding the benefits to the account.

We attempted to contact you via phone number ************ and email ******************* on 8/8/2024; to discuss the status of your account and service concerns. However,we were unable to reach you, and has not received your reply to our emails. We need to speak with you directly to discuss 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 1301872588.

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

Sincerely,

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

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