Complaints

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

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• 

  TracFone Wireless, Inc.

  9700 NW 112th Ave Miami, FL 33178

• 

  Straight Talk Telecom

  11151 W. Riverview Dr. Post Falls, ID 83854

• 

  Straighttalk

  2873 Washington Rd Canonsburg, PA 15317-3266

• 

  TracFone Wireless, Inc.

  Plainfield, IN 46168-7653

• 

  Tracfone Wireless

  5924 Airline Highway Baton Rouge, LA 70805

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:07/06/2024

  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 activating my mothers cell phone with a plan with Tracfone. They advertise on their app a plan for 120 minutes 90 days at $29.99. If you enroll in auto refill you get a discount price of $26.99. Filled in all the information and completed. Then I get a message that i have to call the customer service number to complete the transaction. They tell me i am not enrolled in auto refill and the plan price is $29.99. I explained I wanted the auto refill plan of $26.99. I was told it was not available. I asked him how could that be when I selected it from their app. He made sure I was on the latest version of the app and I was. He said he would have to have a supervisor call me the next day. Supervisor calls me and tells me that it is system generated and its not available anymore and there was no way for them to honor that price. I told them that this was false advertisement and they need to take it down if it is not available. She said there was nothing they could do about it. In my opinion this is false advertisement and bait and switch. I was charged the full price of $29.99 All of their pay as you go plans advertise a discounted auto refill price. This is very deceiving. They need to correct their app as soon as possible and not brush off my complaint as a system generated price not under their control. I told her was going to contact BBB and she told me to go ahead.

  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 6, 2024, regarding BBB Case number ******** complaint. 
   
  As per customer's complaint, ********************** advertised on their app a plan for 120 minutes 90 days at $29.99 and if you enrolled in auto refill to get a discount price of $26.99. She tried to enroll on the program however, ************ get a message that she has to call customer service to complete the transaction. 
   
  We value our customers and take their complaints seriously. We searched our system using **************** full name, email address, ******************* and contact number ********** included in the complaint, but the information provided does not match our records. We are unable to investigate this issue further at this time. For us to investigate **************** concerns, the following information is needed: the customer's full name associated with the account, the phone number, the device's ESN/IMEI and the email address associated with the account. With this, it would be best if we can speak with ************ directly to provide further assistance regarding this matter. 
   
  We spoke ************ on, 7/11/2024, 12:55 PM EST at ************. As per our conversation, she was informed by our representative that we cannot enroll her mother's account on the $29.99 plan even though the plan is available in her application. In our in depth review, auto refill for $29.99 plan is not available under enrollments. However, there's an option for us to enroll it in redemption - purchase airtime flow. With this, we offer to enroll her on the said plan but, ************ prefer to be refunded for the discount that she supposed to receive on the dates she paid for the plan's full price. We informed her that we cannot process a refund, but we can credit her with service days extension for the extra money that she paid. Moreover, ************ is requesting a refund since she already purchased a phone from another provider. With this, we created an escalation to check if we can ***** her request. 
   
  We made a follow up call on 7/12/2024 and 7/15/2024 at ************ and ************. However, our call was unsuccessful. Thus, we left her voicemail and sent her 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 ticket number 1301327889. 
   
  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:07/05/2024

  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.

  Called to resolve issue with service rep promised call back. No call for about 2 hrs .rep after rep without resolution after 4hrs I decided to leave a review contact BBB and locate **************** to contact on my own behalf. Absolutely unexpectible. And still unresolved.

  Business Response

  Date: 07/17/2024

  
  Dear *******************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 6, 2024, regarding BBB case # ******** complaints.
  Your complaint states that you contacted customer support to resolve an issue you were experiencing and after several hours on the phone you did not receive any resolution and the issue persisted.
   In reviewing your account with IMEI ending 9206, to date, it is active in our service. Usage records for the last 30 days of service can confirm that the service is working.
  Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower mobile web service and data speeds or no mobile web service 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 his proximity to buildings, foliage and other obstructions, weather and other conditions.
  It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated; thus, we can find a suitable outcome for the matter to be concluded.
  On the other hand, we appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you *** have experienced and will do our best to prevent similar issues from occurring in the future.
  We have since attempted to contact you via phone at ************ and e-mails were sent to *********************** on 07/09/2024, 07/10/2024, 07/11/2024, 07/12/2024, 07/16/2024; however, we were unable to speak with you and you have not responded to our e-mail. Despite of not being able to speak with you, we are providing you with the information previously mentioned based on the issues recently reported on your account.
   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 1301314324. 
  Based upon the foregoing, we will close this matter unless we hear from you. 

  
  Thank you for choosing Tracfone Wireless.

  Customer Answer

  Date: 07/17/2024

  Spoke with rep at TracFone 7/16/2024. Advised that manager that could assist was gone for the day and that they would call or email me today. I have not heard from anyone. My service is working phone text and data as it should. At this point it's mearly a customer service issue. Thank you for your dedication to resolve this issue. I very much appreciate your efforts. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21948742
  
  Spoke with rep at TracFone 7/16/2024. Advised that manager that could assist was gone for the day and that they would call or email me today. I have not heard from anyone. My service is working phone text and data as it should. At this point it's mearly a customer service issue. Thank you for your dedication to resolve this issue. I very much appreciate your efforts.
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/29/2024

  Spoke with rep at TracFone 7/16/2024. Advised that manager that could assist was gone for the day and that they would call or email me today. I have not heard from anyone. My service is working phone text and data as it should. At this point it's mearly a customer service issue. Thank you for your dedication to resolve this issue. I very much appreciate your efforts.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new straight talk phone because my old one died, water damage will not let the phone turn on. I wanted to switch my number over to the new phone so I called Straight talks customer service and explained I no longer have access to the phone but would like to switch numbers, after a long back and forth I was unable to verify it was my account. First they want to try and send a code to the number, that's not an option for me. I am unable to log in on the website, I don't know what email address is associated with the account because when i hit reset password I don't get a link in any of my emails, I can't remember the password, I don't remember the answer to the security question and they refuse to use the debit card on my account used for autopay to verify I am who I am. I am locked out of my account and cannot transfer my phone number, and I am worried that my information was changed but customer service will not even tell me the name of the email associated with the account.

  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 5 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that you contacted customer support to transfer your mobile number from your old device to a new one, but they could not accomplish your request because you could not verify your account.
  
  Be advised that Straight Talk Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Therefore, any change to an account must be authenticated.
  
  Our records show that a phone upgrade was linked to your account on 07/05/2024; per ticket reference No. **********. As a result, we spoke with you via phone at ************ and you confirmed that your mobile number is currently active in your new phone and requested a refund for an unused service plan that you purchased. Therefore, a reimbursement request was created for your account; per ticket reference No. **********. Please allow up to 30 business days for the receipt of the refund.
  
  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 1301315100.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing

  Straight Talk Wireless.

• Initial Complaint

  Date:07/04/2024

  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 phone *************) was deactivated on June 24th. I had data, minutes and text left. My plan expires 11/30/24 (screenshot enclosed). The Tracfone *** said my phone was deactivated because it was removed from Safelink Wireless. I made a previous complaint about this issue through the Better Business Bureau and Tracfone restored my account on June 12th (email enclosed). 12 days later, its deactivated again.This problem started in March when I contacted Safelink Wireless for help switching to a new phone. For some reason, the Safelink *** went into my Tracfone account that had a different phone number than my Safelink and enrolled it into Safelink. As a result, the active plan on my Tracfone account was removed along with all my data, texts, minutes and reward points. My tracfone account is still getting treated like its part of Safelink and getting deactivated because of the Safelink ***s mistake

  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 09, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states on 06/24/2024 your Tracfone phone was deactivated with all the minutes for talk, text and data and service days you had on your phone till 11/30/2024.  You were advised your phone was deactivated because you have been removed from the Safelink program.  You called customer service and you said in March of 2024 you called Safelink to transfer your Safelink phone number and service to a new phone and due to a mistake the Safelink representative went into your Tracfone account that has a different phone number than your Safelink account, and we enrolled your Tracfone phone into Safelink. As a result, the active plan on your Tracfone account was removed along with all your data, texts, minutes and reward points. Your tracfone account is still getting treated like it is part of Safelink and getting deactivated because of a mistake.
  
                We reviewed your account and we found the phone and service deactivated since 06/24/2024 for GDP DE-ENROLL error.  We can confirm this account is not associated with a Safelink account; therefore, on 07/15/2024 we successfully restored your Tracfone service, with phone number ending in 6718, as well as all the minutes to talk, text, data and service days, per reference ticket No. 130-169-4664 indicates.  We can confirm your Loyalty Reward points were automatically restored once the phone was reactivated.
  
  We have contacted you on 07/21/2024 to the phone number ************; you were able to confirm your Tracfone phone service was successfully restored.  We submitted an escalation to remove the Safelink benefit that was incorrectly assigned to your Tracfone account, and we provided the estimated wait time of 24/48 up to 72 hours to have a resolution.  As of today, we are still working in order to remove the system error.  We will continue making a follow up till we receive the response from the department in charge.
  
  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 130-169-4769.  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:07/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my bill on time and the phone I got from them is behaving like it wasn't paid. Cannot make calls or receive texts, and none of the three customer support employees I've spoken with have been willing or able to fix my problem. A callback from a supervisor never materialized and from what I've heard this tends to get a response from someone higher up in the customer support chain than the usual employees. I'm not sure how else to resolve this at this point. I've tried using their support channels and had my time s*** on for hours and still have no idea why my service isn't working.

  Business Response

  Date: 07/08/2024

  Dear *************** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 4, 2024, regarding BBB case # ******** complaints.
  Your complaint states that your phone service plan has not been working well. Due to the impasse, you contacted the support team but you were unable to reach someone able to address your concern.
  
  In reviewing your account with IMEI ending 3403, to date, it is active in our service with the service plan of $20.00 which includes unlimited minutes, unlimited text messages and 2GB of mobile data. Usage records for the last 30 days of service can confirm that the service is working.
  Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower mobile web service and data speeds or no mobile web service 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 his proximity to buildings, foliage and other obstructions, weather and other conditions.
  It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated; thus, we can find a suitable outcome for the matter to be concluded.
  We spoke with you via phone number ************ on 07/05/2024; we performed the troubleshooting steps and you confirmed the phone services were working; you can make calls, send text messages and use the mobile data.
  
  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 1301079622. 
  Based upon the foregoing, we will close this matter unless we hear from you. 
  Thank you for choosing Tracfone wireless.       

  Customer Answer

  Date: 07/10/2024

   
  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. Thanks a ton.
  
  Sincerely,
  
  **************************,

• Initial Complaint

  Date:07/02/2024

  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 purchased a Tracfone TCL phone online, it was delivered on July 2nd. I wanted to port from Xfinity to Tracfone. The port was unsuccessful. when I try to call customer service they give me the run around. I am unable to call or text and use data. when people try to call me they get announcement 19 that I have calling restrictions, when they try to text me it says I have insufficient funds on my account.

  Business Response

  Date: 07/05/2024

   Dear ***********************:
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 3, 2024, regarding BBB case #********.
  Your complaint states that you not were not able to transfer your phone number from Xfinity to TracFone. You contacted customer services, but the process was not successful, and your services were not working properly.
  We reviewed your account and found it was active in our system with IMEI ending in 6788 and your phone number was successfully transferred as per reference **********. We would like to apologize for any inconvenience this may have caused.  We have since updated your account and can confirm that the benefits are now properly attached to your account.
  We spoke on 07/03/2024 via phone at ********** and informed you about the aforementioned. You also stated that all of your services were working properly and that we could close your case.
  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.
  
             

  
  

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted TracFone about my broken phone. They said they would replace the phone within 3-5 business days but I had to send my old phone to them. I sent them my phone and after they received it I called them to see the status of the replacement phone. They told me it was processing. I have called multiple times since then and every time it is something different. On Sunday June 30th they gave me a tracking number and said it would arrive today July 2nd. I looked up the tracking number given and *** said it was not a tracking number. When I called today they said it was processing again and there was not tracking number.

  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 3, 2024, regarding BBB case #******** complaint.
  Your complaint states that you contacted customer support to report your device as defective and they instructed you to return it to Straight Talk in order to send you a replacement device within 5 business days, but you have not received it yet.
  
  TracFone Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged phone on 6/18/2024 and our warehouse records indicate that we received your damaged phone on 6/28/2024. Upon receiving your defective device our records indicate that the replacement phone was out of stock. We apologize for any inconvenience this update may have caused you: Therefore, we contacted you via phone at ************ on 7/10/2024; we discussed the findings in your account, and you accepted to receive a comparable device. For that reason, we have issued a new replacement request for your account on the same date, per ticket reference No. 1303129389.
  
  Our records show that your replacement device was efficiently delivered by *** on 7/12/2024 in ****, **, per tracking reference No. 1ZY870930200345855. As a result, we spoke with you again on 7/16/2024; you confirmed the receipt of the phone, its functionality and notified us that no additional assistance was required.
  
  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 1300961000.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing TracFone Wireless.          

  
  

  Customer Answer

  Date: 07/17/2024

   
  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:07/02/2024

  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.

  On June 13th I canceled my service with tracfone because I went with a different carrier. I paid 131 dollars for the whole year back in March, but canceled in June. Tracfone was supposed to refund me $125 and has not.

  Business Response

  Date: 07/08/2024

  Dear ***************************,
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/03/2024, regarding BBB case number ********.
  Your complaint stated that you cancelled your Tracfone service on 07/03/2024 due to you ported your number to a different company and as you had paid $131 for a whole year plan you were supposed to receive the refund since you did not use the whole year of service; nevertheless, you have not received the refund yet.
  
  In reviewing your account it is inactive now with the **** ending in 3113 due to a port out processed on 06/14/2024 per port reference ticket No. **********; moreover, we confirmed that you paid for a year service plan on 03/24/2024 for a total of $118.75 per transaction reference No. BP20240324607984950; nevertheless, on 03/27/2024 a refund was successfully processed on the system for that purchase and for the same amount per reference transaction No. BP20240324607984950_CR0, thus, we need to speak to you in order to inform you that the refund was already processed in the past.
  
  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 successfully spoke with you via phone at ************ on 07/06/2024 and we inform you that the refund was already processed months ago, you said you were going to check it, later on you did find the information and you stated that you did not need any more assistance.
  
  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. *******.
  Based upon the foregoing, we will close this case unless we hear from you.
  Thank you for choosing Tracfone Wireless.

• Initial Complaint

  Date:07/02/2024

  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.

  Got service through them and the phone had no **** card well paid them money again yesterday and didnt get service and they wont give me my money back!

  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 2, 2024, regarding BBB Case number ******** complaint. 
   
  ************ complaint about his phone with no SIM card and no services also, he wanted to have his money back. 
   
  Upon investigation, he did not provide any e-mail and the contact phone number is the one that we can pull up an account. Last time he added a plan that was on 6/30/2024 with Tracfone $25 Unlimited Talk and Text, 3GB of Data / 30 days. System showed that his account was active and provisioned. Checked balance for usage from 6/30/2024 until today 7/5/2024 and ************ consumed around 4mins of phone calls, 2 text messages and 34MB of data. 
   
  We need to ask him about his SIM card number, because that was one of the reasons that his phone was not working and wanted to have a refund. In addition, with his services, within the coverage areas, there *** be significant limitations or interruptions in coverage that *** impact services and resulted 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.). As per policy with the refund, once, there are usage on the account, we cannot provide him the refund. 
   
  Attempts were made to reach ************, via contact phone number ************ on 7/3/2024, 7/5/2024, 7/8/2024, 7/9/2024 and 7/15/2024. But, with no success and since no e-mail provided, we cannot send any information. We are also awaiting a response from him. 
   
  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 Ticket Number 1300971772. 
   
  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:07/01/2024

  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.

  Mon, Jun 17 at 12:39 PM I purchased my new tracfone for the first time yesterday (9/13) at Best Buy, along with a card for an additional 60 minutes for $19.99. The instructions on the back of the card (made of cardboard) say to 'scratch off' to view PIN. After several attempts at scratching off the gray strip, it became apparent that it was not working. I then determined that it was necessary to "PEEL" off the strip which was stuck onto the card with adhesive. Everywhere I had scratched, the number underneath was no longer visible! I called your 800 number for assistance, where I explained the problem to someone that I had trouble communicating with due to language barrier issues (I speak English and the person taking my call did not speak it clearly). After 45 minutes on the phone, the problem was not resolved. At the point that he was beginning to tell me that I would have to copy the front and back of the airtime card to fax it, our call was disconnected. I did not have the time to attempt a second call to go through this exercise a second time to get the information. Can you please tell me all of the info that I will need to have and where I am to fax it? Thank you! (And, it would be helpful if the directions did not say to "scratch off" the strip if in fact you need to "peel" it off!)*******************

  Business Response

  Date: 07/09/2024

  Dear ****, *****:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 02, 2024, regarding BBB case # ********.
  Your complaint states that you were not able to redeem a service card; you contacted customer support, but they were not able to help you; they informed you to send a copy of the receipt, but the call was disconnected.
  We reviewed your account, and it is currently active with IMEI ending in 3216. Records show that your benefits are attached and working properly.
  It is imperative to speak with you in order to provide a resolution and help you redeeming your service card.
  We attempt to contact your multiple times via phone at ************ on 07/02/2024, 07/03/2024, 07/05/2024, 07/06/2024 and 07/08/2024. 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 Straight Talk Wireless.