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

3,472 total complaints in the last 3 years.
811 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:07/01/2024
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.
I have bought 3 phone plans from total by ******* which is part of tracphone in the past week but none of them will go through to my phone. I have talked to tracphone employees and they keep giving me the runaround and wont fix my problem. I asked for a higher up to fix it and its not fixed. Im mad and upset about this. I spent 4 hours trying to get it fixed and they cant help me figure out whats going on and keep telling me to call back in an hour each time.
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 01, 2024, regarding BBB case # ******** complaint.
Your complaint states that you purchased 3 phone plans from Total by *******; however, none of them will go through to your phone, as the phone service is not working properly. You called customer service to have the issue fixed, without success.
We reviewed your account, and we found the phone and service deactivated on 07/02/2024, because you requested to port out your phone number to a new service provider; per reference ticket No. ********** indicates. We verified the purchase history in your account, and we found 3 payments, one from 06/06/2024 for $32.82, and another from 06/25/2024 for $10 and another from 06/30/2024 for $65.64. All the 3 payments were refunded on 07/01/2024, for the total amount of $108.46.
Based on the usage records we reviewed for your account for the last 30 days of service, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period. We verified usage on the phone, and we found you used between 06/01/2024 till 07/01/2024, ***** voice minutes, ***** text messages, 127 multimedia text messages and 27.8GB for data.
We have attempted to reach you multiple times via phone ********** and via email *********************** on 07/02/2024, 07/03/2024, 07/06/2024, 07/08/2024 and 07/12/2024, however, you have failed to respond our emails.
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 1300897655. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Total by Verizon.

Sincerely,

Tracfone Wireless Inc.
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.
Called Tracfone to tell them my phone had not been working. I had ********* minutes left and requested a new phone. The supervisor wanted me to take it apart a she would instruct me on what to do. After it was all over nothing worked . Told her I wanted it replaced she was going to see about it. Weeks go by no phone. Called about 4 or 5 time was given a ticket# **********. Called back several time was told they would replace it when they got a phone. The # I call is ************. My sim # is 890-141-032-792-882-474-31. Serial #*******************. Please leave a message my home phone does not take a text. I am 80 and have a permanent disability my husband is **************************************************************** go for groceries. Thank You, ***
Customer Answer
Date: 07/05/2024
I was called from ******************** and told my phone would arrive 2 to 3 days. Today 7/5, I called this # back and was told they were waiting for me to return my phone then they would check it out and decided what to do. I told them of talking to the other person and they said they had no record of the call. So now again I am waiting for a box to return a phone in.
Thank You
*******************

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 01, 2024, regarding BBB case # ******** complaint.
Your complaint states that you called customer service because your phone was not working properly. You had ****** minutes left on your phone and you requested a new replacement one. We provided the ticket No. **********, created to replace the defective phone; however, you have not received the new phone yet.
We reviewed your account, and we found the ticket No. ********** created on 05/14/2024, for broken SIM Card Tray. Per our records show, the original phone model was not in stock in our warehouse, for that reason, there was a delay on the shipment of the new replacement phone. The ticket was updated with a new phone model on 07/02/2024, as you agreed to receive a comparable phone model different from the original one. The phone was shipped out with the tracking No. 1Z7X28F00257948019 from **** and successfully delivered to your address to ******, **, on 07/10/2024. The new phone has not been activated yet.
We have contacted you on 07/11/2024 to the phone number **********; and you were able to confirm you received the new replacement phone. We offered assistance to activate it; however, you stated you will call back later to get it active by transferring your phone number and all the minutes and service days from the old phone.
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 1300894970. 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:07/01/2024
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.
This business sends an Employee out into the street to hand out flyers for marketing purposes. However, instead of handing out flyers, he spends most of his time screaming "Free phone. Let's go, let's go, let's go!" This happens most days, including weekends, from about 3pm-8pm.This business is located in a residential neighborhood of ***, not in ************. It is unacceptable and possibly illegal for businesses to disturb the peace in this way. Some local businesses hand out flyers or other marketing materials in public spaces, but this Employee yells so loudly that the business ceases to market in a public forum and actually ends up invading private spaces like nearby homes. Local people have made numerous phone calls and in-person complaints to the Manager, but every time the Employee is brought inside for a brief period and then unleashed again on the neighborhood soon thereafter. The loud disturbance must stop. It is horrible, especially during these Summer months when residents open their windows for fresh air and when restaurants/bars offer outdoor seating.
Business Response
Date: 07/11/2024
Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 1, 2024, regarding BBB Case number ******** complaint.

******************** complaint alleges that business sends an employee out into the street for marketing their product, but it disturbs the peace and invading private spaces like nearby homes.

As per our investigation, **************** has no account with **********************.

TracFone Wireless customers account authentication policy operates under strict security standards to protect the integrity of its customers information.

We spoke with **************** on 7/11/2024 at ************. He stated that Total by ******* personnel were out on the street and screaming loud to advertise their products which disturbed him and other people living nearby. We explained to him that it is beyond our control on how people advertise a certain product. However, we advised him to directly contact the store management regarding this matter. We informed **************** that is is being noted and agreed to close his BBB complaint.

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 1301086760.

Thank you for choosing TracFone Wireless.

Sincerely,

Executive *********************
Initial Complaint
Date:06/30/2024
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.
Tracfone has a rewards program. I have enough points to get an add on 500 minutes using points. I was not able to do this through the website or the phone app, even though it is available as an option.I called customer service. Was told they subtracted the points and added the 500 mins. I never got the mins. Called again the next day. They said they needed to add some information to my account and asked me to create a 4 digit PIN number, I did this. Then they proceeded to try to do the reward points 500 minute transaction. Said they did and I needed to power on/off my phone to make sure it went through. It did not work. Not only did it not work but my remaining balance of minutes (84 before the call), texts (over *****) and data (at least 5 GB) was all wiped out to ZERO. The only number I could call was Tracfone customer service. I was finally transferred to a Manager. She could not get the rewards transaction to work and created a support ticket to fix what she called a system error and told me to check back in 2-4 hours. I asked about my balance that was wiped out from them trying to fix my original issue and she said all I could do to have cell service was to purchase another plan. She could not tell me how many minutes I had earlier or reimburse anything. They basically stole those units from me trying to fix an issue.I am not exactly sure as to the value of the minutes, texts, and data. I estimated about $15 on the low side. What makes this worse is my phone is unusable. I cannot contact anyone other than emergency services and Tracfone support. Before the call I could use my phone, after the call I cannot and there seems to be no one at customer service that can resolve this issue for me. That is why I am here. I have been a customer of theirs for 15+ years and they are treating me like this. I wish I had taken a screenshot before calling them but unfortunately I did not. I would be happy with a contact to someone that can actually help. Please help me.
Customer Answer
Date: 07/01/2024
It seems my phone number was not entered completely. This is important as my complaint is to my cell phone service provider. My complete number is 706-002-8635
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 June 30, 2024, regarding BBB Case number ******** complaint.

****************** complaint alleges that he used his loyalty rewards points for adding 500 minutes, but he did not receive the 500 minutes. The only call he can access is the customer service. All minutes that he had before it went zero balance. No one could help.

As per investigation, phone account is active and well provisioned in the system. Records shows that account was enrolled in automatic refill program with the benefits of $15 unlimited Talk & text 30 days. There was a replacement ticket created on 6/30/2024 reference number: **********. In addition, customer added the service plan on 7/1/2024 $15 unlimited Talk & text 30 days.

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

We called and spoke with ************** on July 8, 2024, via phone number **********. ************** claiming that he had minutes and data balance left aside from his unlimited plan. He was upset because all minutes and data balance that he had before was erased. After he explained everything to us, he ended the call. We contacted other department to verify usage and we verified the data, minutes and text usage from the date that the phone activated, and they provided the total usage. With this, we need to inform ************** that we can replace him the remaining balance to his account the ***** text and 4GB of data, but we cannot replace the minutes because it's already consumed. We must authenticate account first.

We made a follow up call back to ************** on 7/10/2024, 7/11/2024, 7/14/2024, 7/15/2024 via phone number ********** but we have not been able to reach him, and he has not responded to the email sent as well.

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

Please refer to this Ticket Number: 1301240454.

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: 07/27/2024

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:06/30/2024
Type:Billing 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 can not access my online account or app and for the past 1 year+ and every time I reach out for help changing my password the agents tell me they will text me a security code and for some reason I can not get the code. They then say they will email it to me and then the agent drops my contact. I need access to my personal info so I can delete credit cards they auto save when you refill your account by phone with the automated system. Today alone I had 4 different agents completely disconnect from me the moment they got my cell number from me. I have been trying to gain access to my STRAIGHTTALK account for over a year now and still have not gotten any help. I've learned how to add minutes via text but can not remove saved credit cards and I can not get an agent to help. When I call in the agents hang up on me, or say they are transferring my call and then hang up. It's happened literally probably 20 times in the past year.
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 June 30, 2024, regarding BBB Case number ******** complaint.

As per customer's complaint, she cannot access her my online account or app for the past 1 year + and every time she tried to reach out for help changing the password and the agent tell her that they will test the security code and for some reason she didn't receive the code on the phone. They then say they will email it to me and then the agent drops the contact. She needs to access personal information in order for her to delete the credit cards they save on auto the account. She's been trying to access her account using the app over a year now and still have not gotten any help.

As per investigation, the account is active. Latest transaction made on the account was dated 7/2/2024. Customer called several times to fix my account app as per checking latest interaction on the account. Account has an *** attached on it reference number *******. We check on Vault tools for the status of the *** and it is "Cancelled" reason was de enroll customer request. There were 2 tickets created on the account reference number **********, 1253740990.

We attempted to contact ******************** via phone number ************ on 7/2/2024, 7/3/2024, 7/5/2024, 7/8/2024 and 7/11/2024 to no avail, calls were routed to voicemail. We also sent her e-mails to no response.

It is better to speak with ******************** to address her concern regarding in accessing the My Account App. Firstly, because we need to validate her account prior doing changes and for us to remove the credit card that she wanted to get rid of and for her password we will have to reset and send her the link via e-mail in order for her to reset the password and to login into her app using the new password that she will need to create.

Reference KANA ID *******, *******, *******, ******* and 5383344.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/30/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a phone and phone case for $37.99 and was charged $95.64. order *********. There is a $50 discount for 5g upgrade phone. I want a refund for the 50+ they overcharged me.
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 June 30, 2024, regarding BBB Case number ******** complaint.

****************** complaint states that he purchased a phone and a phone case for $37.99 and was charged $95.64 with order number *********. He stated tgat there is a $50 discount for 5G upgraded phone. He requested a refund for the $50 plus overcharged.

In reviewing ****************** account, it is not yet active. The device is compatible for the upgraded network of ******* and VoLTE compatible device.

With this, we need to speak with ************** to confirm if he received a $50 discount promotional code to check it if the discount was not applied and address this matter accordingly.

Addressing ****************** complaint, we spoke with him today, July 5, 2024, 12:01 PM EST via phone number ************. As per our conversation, we asked him if he has the promotional code for the $50 dollars discount; however, he refused to be assisted and mentioned that he will refuse to receive the ordered cellphone so that he will be refunded for the amount that he was charged.

Upon further investistigation, the order number ********* with tracking number 1ZY902R60232009681 the estimated delivery is on July 5, 2024 between 1:00 PM - 3:00 PM.

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.

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: 07/15/2024
Track Phone/ Straightalk has received the phone and case. They have only returned $7.99 of the $95.64. That is not acceptable. They are to return the remaining $87.65. 07/15/24 PURCH RTN STRAIGHTTAL ************ FL CARD1172 $7.99
Begin region
Details
Category:
Not available
Customer Answer
Date: 07/16/2024

Complaint: 21922590

I am rejecting this response because:
Track Phone/ Straightalk has received the phone and case. They have only returned $7.99 of the $95.64. That is not acceptable. They are to return the remaining $87.65. 07/15/24 PURCH RTN STRAIGHTTAL ************ FL CARD1172 $7.99
Begin region
Details
Category:
Not available

Sincerely,

*********************
Business Response
Date: 08/01/2024
Dear *********************,
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 16, 2024, regarding BBB Case number 21922590.
You have mentioned that your phone and case have been returned already; however,you only received a $7.99 refund out of the $95.64.
In reviewing the order number *********, we have confirmed that you only received a $7.99 refund for your phone purchase. We also confirmed that the phone order was already returned; however, due to an issue encountered with the system, the full amount was not properly refunded.
We apologize for any inconvenience we may have caused you with the matter. An escalation has been submitted with ticket reference number ********** to properly process the remaining amount for refund.
On August 1, 2024, we got an update that the refund had already been processed. We spoke with you by phone number ************, and we provided you with updates on your refund. Please allow 3-5 business days to reflect the amount in your account; and may take 30 business days, depending on your financial institution. Your refund reference number is B2C_HANDSETS2024063050232575.
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 ticket number 1300978887.
Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing

Straight Talk Wireless.

Sincerely,
Executive Resolution Department
Initial Complaint
Date:06/29/2024
Type:Delivery 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 the phone and power bank a week ago and cannot get the system to acknowledge the **** number in order to activate the phone...I also received the package with no charger and power cord...to top it off I did not get a return label with the product and have called and called with a representative that was worse then the one before....this has been a nightmare
Customer Answer
Date: 06/29/2024
Thank you for shopping with Tracfone
Order number:
116869957

THANK YOU FOR YOUR RECENT ORDER! We will send you an email with the shipment tracking number when your order ships.

Your order information appears below.

June 20, 2024
Purchase
Status: In Progress
Your estimated delivery is 1 - 3 business days after order is shipped
What you ordered:
Samsung Galaxy A14 5G
SAMSUNG $99.99
$15 Plan
SAMSUNG $15.00
Power Bank 4000mAh
$4.99
Order Summary
Subtotal $119.98
Discounts $0.00
Taxes $12.09
Shipping $0.00
ORDER TOTAL $132.07
Contact Information
*********************

Shipping Information
*************************

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

Bronx
10466

Shipping Method
UPS 2-Day 1 - 3 days
Gift Message

Payment Method
****3390
Business Response
Date: 07/11/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 29, 2024, regarding BBB case # ******** complaint.
Your complaint states that you purchased a phone from our Tracfone website, and you were unable to activate the phone because the system would not recognize the **** number of the phone. You also stated you received the phone with no charger and the power cord was missing as well. You called customer service to get ********************** label to return the phone; however, you have not received the label yet.
We reviewed your account, and we found the order No. *********, placed on 6/20/2024, for a ******* Galaxy A14, the amount of $132.07. The phone was successfully delivered to your address to *****, **, on 06/26/2024, per tracking No. 1Z13Y4E30300014694 from *** indicates. Per our records show, the phone was activated on 06/28/2024 with the phone number ending in 4162, and on 06/30/2024 the phone number and service were transferred to another Tracfone phone per you requested.
On 07/02/2024 we successfully created the ticket No. **********, to send the prepaid Label for you to return the phone, and you confirmed that you received it to your email *********************. We received the return tracking No. 1Z6980XX9021297950 from *** which shows the phone was delivered to our warehouse to *********, **, on 07/08/2024, as per *** travel history.
We have contacted you on 07/11/2024 to the phone number **********; and you were educated per *** notification, the package with the returned phone was delivered to our warehouse on 07/08/2024. Therefore, the refund process will start from the time we receive the item; you were also educated the refund takes up to 30 days from the time we receive the returned package, and you can verify with your bank statement the credit post, by contacting them.
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 1300843738. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone Wireless.

Sincerely,

Tracfone Wireless ****
Customer Answer
Date: 07/11/2024

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. However if I do not get this refund in the specified time frame as outlined in the email I will be reporting this company again.

Sincerely,

*************************
Customer Answer
Date: 07/12/2024
Refund policy is ridiculous....30 days after you get the product back is not only questionable but should be written somewhere in the fine print. Will never order another phone from the site but from a third party where I have better service.
Customer Answer
Date: 08/08/2024
A resolution regarding a return of product and refund was agreed on as of last month on 7/8/24....I was reported the refund process had started...it is now over a month and I have not received my refund...my next action is to file a lawsuit
Desired resolution: refund
Business Response
Date: 08/09/2024
Good day, Ms. *************************,

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

Thank you for answering our call today and we would like to take this opportunity to apologize for any inconvenience you may have experienced.

The refund process started on 07/08/2024, when we received the returned device, for the amount of $132.07; the refund takes up to 30 days for you to receive the money back. Based on this, we will close this case and we will send this information to the BBB.

If you have any questions, feel free to contact us at ************** PIN/Ext. ****, we are open 7 days a week from 9:00 AM to 7:00 PM EST time.

Regards,
Customer Answer
Date: 08/09/2024

Complaint: 21920102

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:06/28/2024
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 calling Tracfone to help my father renew his phone plan. We decided on a purchase, gave the representative all of the billing information to charge my dad's credit card for the plan renewal and once we asked for a receipt, the call was cutoff. I went online and started a chat session with someone there. They told me that I needed to go into my online account to see the transaction and that I could get a receipt there. I did that, but no recent transaction showed up. Then they said that there was no record of me making a purchase, so I then left the chat and called the phone number back. When I spoke with another representative, they told me they could see the purchase that I made, but that they were not able to provide me a receipt for my purchase. I asked why and they said because they are a digital service. I asked why I couldn't get it emailed to me or why I couldn't see the purchase on my account and they couldn't tell me so I asked to speak to a manager and they refused to let me, so I ended the call. I have never made a purchase from a business that would not provide me a receipt for my purchase. This is ridiculous and I want a resolve. I want the company to email me a receipt for the purchase that we made to renew my dad's cell phone plan. That's all I'm asking for, I don't think that is too much.
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 June 28, 2024, regarding BBB case # ******** complaint.
Your complaint states that you called customer service to purchase service for your fathers phone, you paid by using your fathers credit card and when you asked for the receipt, the call was disconnected. You tried by contacting us again via chat to ask for the receipt for the purchase and you were advised there are no records for the transaction.
We reviewed your fathers account and we found the phone and service active and connecting properly; usage records show, the phone service is being used. We verified your fathers purchase history in our system, and we can confirm there are no records that indicate you have been charged from Tracfone in the last 30 days.
We have contacted you on 07/02/2024 to the phone number **********; you were educated to check your fathers bank statement to make sure there are no charges from us. You requested to be called after 48 hours, for you to check the information. We called back on 07/05/2024, and you were able to confirm there are no charges from Tracfone on your fathers bank statement, which means, the transaction did not go through.
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 1300845193. 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:06/28/2024
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.
Ive prepaid Tracfone wireless for phone service and they have disconnected my service and will not issue a refund. I prepaid to them $56.94, they took my money then disconnected my service. I would like a refund or my service back on. I have the credit card statements showing proof of payment. As of now my cell phone service is still disconnected. I have talked to several people from Tracfone with no resolution.
Customer Answer
Date: 06/28/2024
I have attached a screenshot of the charges that have posted from Tracfone and one charge pending. Total in all charges is 4 since June 25, 2024, and still no service. They keep wanting me to pay for service then Tracfone will not turn my service back on. I am disabled and without cell phone service after already paying for airtime 4 times.
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 June 28, 2024, regarding BBB case # ******** complaint.
Your complaint states that your service has been disconnected and you recently paid $56.94 for a service plan, and you would like either a refund or mobile service reinstated.

Our records show that you applied for Lifeline and the Affordable Connectivity Program (***) on 09/02/2022 and were enrolled on 09/08/2022; nevertheless, your Lifeline benefit was cancelled on 04/13/2024 because you transferred the benefit to another service provider. A customer may transfer his or her Lifeline or *** benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD) requires the customer's express consent before each Lifeline and *** benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider. In addition, the *** was terminated due to financial depletion on June 1st, 2024, and consumers stopped receiving its benefits. For that reason, your service was disconnected and you had to pay for a service plan to reconnect it.

Upon an-depth review of your account our records show that you purchased a service plan multiple times on 06/02/2024 and 06/25/2024 for $18.98 each transaction, but a technical issue caused the system to not provision the service plan benefits to your line. SafeLink Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot make changes to accounts until the account holder authenticates the information. We need to speak to you directly to discuss this matter.

Our records show that the phone number ending in 5344 was successfully released on 07/02/2024 to another service provider. Port Reference Ticket No. **********.

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.

We attempted to contact your multiple times via phone at ************ and emails were sent to *********************** on 07/01/2024, 07/02/2024, 07/05/2024, 07/06/2024 and 07/09/2024; however, we were unable to speak with you and you have not responded to our emails.

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 1300842989. Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing SafeLink Wireless.

Customer Answer
Date: 07/09/2024

Complaint: 21916394

I am rejecting this response because:
I have no emails from yall trying to resolve this issue. I check my emails daily and havent received one from Tracfone. I would like a refund of the purchases for airtime that I didnt get to use. I had to change service providers due to being lied to by 6 different customer service representatives and being hung up on once. I was without phone service for 5 days and had to do something to get my service back on with a company that has better customer service. I see no reason why I cant get a refund for airtime that I didnt get to use. Im on a fixed income and if yall issue the refund for the airtime I paid for and didnt use I would be satisfied.
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 10, 2024, regarding BBB Case number 21916394 complaint.

Your complaint states that you want a refund for the airtime purchases you were unable to use. You paid $56.94, and your service was disconnected. In your follow up complaint, you also mentioned that you did not receive any emails to resolve the issue.

We apologize for any inconvenience we may have caused you. We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements.

In our review, we have seen that you have made three (3) service plan purchases for the month of June with a total amount of $56.94. However, due to a technical error in our system, your account balance was not properly updated resulting in service disconnection. Thus, we manually updated your account balance and confirmed that your service is working with the usage recorded; therefore, we cannot provide you a complete refund as you requested. On the other hand, we have seen a double charge on your account on June 25, 2024 with total amount due with tax of $18.98 each. We may process a refund for the double charge; however, we need to speak with you for the account authentication. TracFone Wireless customer account authentication policy operates under strict security standards to protect its customers' information. We cannot make changes to accounts until the account holder authenticates the information.

For further assistance, we attempted to contact you on July 23, 2024, at 2:45 PM EST and 5:20 PM EST, but we were unsuccessful. We have sent you an email, but we are still waiting for your 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 5382741 or Ticket Number 1300842989.

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:06/28/2024
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.
Existing account deactivated with purchase of another phone which still had unlimited minutes and 7.40GB data left. Still shows as a balance on my phone. Forced to choose a monthly option.
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 June 28, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that a couple of months ago you got a different phone, and you were trying to transfer all unused minutes and data from the old phone. However, in the process of setting up the new phone, you were required to add minutes as the old phone was deactivated; despite the fact, there was unlimited minutes and 7.40GB of data left, which supposed to expire on 03/31/2029. As consequence, you contacted customer support and were told that the minutes and data balance expired and you could not use it on the new phone, which forced you to choose a monthly plan. As resolution, you want the old account reactivated so that the unused data and minutes are carryover.

Our records indicate that the phone number ending in 2072 was transferred to the new phone, which IMEI (Serial Number) ends in 8463 on 05/23/2024 per Reference Ticket No. 129-857-3398. However, we found that the new phone was activated with a $25, unlimited talk and text, 3GB of data on the same day, which service plan expired on 06/24/2024; even though, the service transferred from the old phone ended on 03/31/2029.

An in-depth review of the account reflects that a system issue occurred while processing the activation of your Tracfone phone. We apologize for the recent issues that you may have experienced. The phone was reconnected with a $25, 500 minutes, 1000 text, and 500MB of data + 60 days plan. Balance show that the minutes, text and data balance is properly provisioned on the account.

We contacted you via phone ************; you acknowledged that the minutes and data were restored on the phone and declared that no further assistance would be required.

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: 07/09/2024

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,

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

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