Business Profile

Pre-Paid Phone Cards

TracFone Wireless, Inc.

Headquarters

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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.
810 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:06/27/2024
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.
Last week, I purchased a cell phone and 12 month call/text/data plan from Tracfone. A very long time ago, I had been a customer of ********************** because they offered multiple carriers and would help you get the best coverage. However, at some point it was purchased by ******* and they are solely a ******* carrier. This is NOT made clear at all on the website only in fine very tiny print. ******* does not have coverage in my area. On the website, you can input your zipcode to check coverage. It said there was coverage, but this is wrong and if I had known it was a ******* carrier ONLY, I would not have purchased it. I tried for two days with customer service to activate the mobile data, but it would not work. **************** refused to transfer me to a section of the company that would help. They also said that the $240 plan was non-refundable even though they dont offer coverage in my area. 1) they should make it very clear to customers that this is ********************** ******** not the original multi-carrier business.2) When adding the location data of the phone for purchase they should warn customers that there is weak or no coverage in their area. 3) Their customer service agents should have a way of dealing with no coverage problems. 4) I have logged into my online account to take the auto renewal feature off, but the website will only allow that by sending a text message to the phone which does NOT receive any texts because no mobile data will come through.I have sent the phone back via their return policy and wish to get the reimbursement for both the phone and the 12 month data plan, and want my credit card removed from the auto renewal.
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 06/27/2024, regarding BBB case number ********.

Your complaint stated that you purchased a phone and a 12 month plan form Tracfone and due to coverage issues, you were not able to use the phone at any time as you do not have ******* coverage in your area, also you were told that the service plan was non-refundable, moreover you tried to log in into your online account willing to cancel the auto-refill, although you could not do it as you cannot verify the account. You stated that you sent the phone back to the warehouse already; thus, you want to have the auto-refill cancel and you want a refund for the phone and the 12-month service plan you purchased.

In reviewing your account, it is active with the **** ending in 3614, currently you are not enrolled in the auto-refill as it is actually already deactivated; moreover, our usage records show that the phone has never being used since its activation as indeed there seems to be no coverage on your area.

It is imperative to speak to you in order to authenticate the account, asked you for the return tracking No. of the phone, also to create a request to refund you with the total amount of the money if phone was already returned.

Tracfone Wireless' customer account authentication policy adheres to strict security standards to protect its customers' information. Any account changes must be authenticated.

We attempted to reach you multiple times via phone at ************ and email was sent to ********************** on 06/28/2024; however, we were unable to speak with you.
We successfully spoke with you via phone at ************ on 07/01/2024 and you provided us with the order number and the *** return tracking No. 1ZA9V9440396195462; it is still on the way to our warehouse; thus, we need to wait until it arrives to create the request for the refund to be processed.

We successfully spoke with you via phone at ************ on 07/08/2024 and you let us know that you received a partial refund for a total of $127.19, nevertheless, there is no records on the system regarding that refund, moreover, the phone has not arrived to our warehouse yet, thus we will be further researching the reason and the date when the refund was processed and we will continue waiting until the phone arrives for us to process the refund request; we will be contacting you aiming to inform you regarding any further details of your case.

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.

Customer Answer
Date: 07/09/2024

Complaint: 21911589

I am rejecting this response because:
1) Please note that at every SCHEDULED call back time I was available and waiting by the phone. However, the service agent assigned to my case often called at other times, in which I was not present in front of the phone to answer.
2) Please note, I also tried to contact Tracfone via the number provided ************** ex 1120 but was unable to reach the service agent in charge of my case and every other service agent said they could not help me but only the one agent was allowed to. In this regards, Tracfone was also unable to assist me several times that I called.
3) Please see I have attached the information from my bank statement which shows the partial refund of $127.19 on July 5th from Tracfone listed as a refund.
4) Please also see the claim filed with Staples/*** as to the cell phone package that still reads as stuck at the service center. The Staples/*** agent I talked with said that the package probably did not get scanned as it left the facility for delivery. CEVA Returns and Tracfone did not provide a phone number for their return center so I cannot investigate if the phone actually made it to their facility. PLEASE DO NOT CLOSE the case until CEVA Returns has been contacted about the package delivery with the missed scan at the *** faciltiy. *Staples and *** is also doing its own investigation. I am assuming that the phone was actually delivered to CEVA Returns and that is why I received the refund for the phone on July 5th.
5) What can be done if it turns out *** lost the package in their facility?
6) Please allow for more than one service agent to work on the case so that contact hours are not just limited to when I am free and when that one agent is free. Or provide service over email, not just direct contact with one service agent. This is making the process very difficult.
7) Please note also, that I was only removed from the auto-enroll by an agent after the BBB complaint was opened.

Sincerely,

****** *****
Customer Answer
Date: 07/09/2024
Partial refund documentation
Staples/UPS investigation
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 07/09/2024, regarding BBB case number ********.

We received your additional documents as proof of your phone and service plan purchase. This is in line to your complaint about unable to use your newly purchase phone with 12 month of service due to no coverage in your area. Website shows that there is coverage, but your service did not work upon activation. You have sent the phone back to us for refund and requesting to remove your card from the auto renewal.

We apologize for any inconvenience we may have caused you. We appreciate your feedback and will do our best to prevent similar issues from occurring in the future.

In our review, your account was already removed from the auto renewal on June 29, 2024. We also confirmed that your phone was already returned on July 3, 2024. Refund has been processed for the phone value in the amount of $127.19 with transaction reference number 45769308HY0W0JDO; however, no refund has been processed yet for the service plan. Furthermore, refund should be processed since there were no usage recorded from your account; however, we need to speak with you directly to process the refund. Tracfone Wireless' customer account authentication policy adheres to strict security standards to protect its customers' information. Any account changes must be authenticated.

We attempted to contact you today July 23, 2024 at 1:41 PM EST and 3:02 PM EST by phone number **********, but we were unsuccessful. Thus, we have left you with a voicemail message. We have sent you an email and awaiting for your response for further assistance.

For further assistance, you can contact us at ************** enter PIN 1900. Hours of operation are from Monday to Sunday, from 9:00 AM to 7:00 PM EST.

Please refer to ticket number ********** and email reference number 5382740.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive *********************
TracFone Wireless ****
Customer Answer
Date: 07/25/2024

Complaint: 21911589

I am rejecting this response because:
Yes, please issue the refund for the $240 plan without delay!!!!!!!!!!!!!!! This is the whole reason this BBB complaint has been opened.
Please refund the original credit card that made the purchase as you did with the partial refund on July 5th.
In response to your above message, I called Tracfone today at the phone number you provided. I was on the phone for 23 minutes. I called at 1:24pm EST. *********** representative said that I should be issued the refund, but I needed to stay on the phone with them the entire time for security reasons. I am very sorry, but my employer only issues me 30 minutes for a lunch break. When I needed to return to work, I asked the representative to finish the refund and she said that was impossible. She told me I would need to stay on an active phone call with her for an hour to process the refund or I wouldnt be eligible for it.
This is a ridiculous thing! I have provided all the necessary information and am asking for the original credit card to be refunded. Anyway, although this is ridiculous, I scheduled a call back time for 6:00pm EST so that I could have enough time to remain on an active phone call for one hour as she requested. And once again, I have cleared my schedule and sat waiting for a SCHEDULED call back that never happened. You never called.
I really do not think it is necessary for me to remain on an active phone call for the refund. Surely the 23 minutes I was talking to a representative today should be enough time for you to verify my identity and issue the refund to the credit card that made the original purchase. I will try calling your call lines again tomorrow, but I still will only have 30 minutes during my lunch break to stay on hold with your representatives. It is really horrible that you are requiring me to stay on an open call for one hour to receive the refund that you have already approved.

Sincerely,

****** *****
Customer Answer
Date: 07/25/2024
Call log proving that I talk with your service agent for 23 minutes today trying to get the refund.
Customer Answer
Date: 07/25/2024
Call log- 23 minutes
Customer Answer
Date: 07/28/2024
Once again I have called the number you have provided: ************** PIN 1900
I spent 15 minutes on the phone with a customer service agent, they verified the account, acknowledged that I should receive the refund, but said that there was only one agent who could issue it- *****. They said he would call me on the night of the 26th or the morning of the 27th. I waited, and waited but no call back. That is twice this week, I have called the number provided, and when through the security protocalls to verify the account. However, the agents who monitor the number you have provided have freely told me that they cannot issue the refund and that only upper management, and one case manager- ***** can.
PLEASE provide a direct number where I can reach this agent as well as operating hours as the number you have provided is a general number and the agents there cannot issue the refund.
PLEASE also note that I have told both agents this week to change my call back number in the system to a different number. They have assured me that they have noted it.
Customer Answer
Date: 07/28/2024
Once again I have called the number you have provided: ************** PIN 1900
I spent 15 minutes on the phone with a customer service agent, they verified the account, acknowledged that I should receive the refund, but said that there was only one agent who could issue it- *****. They said he would call me on the night of the 26th or the morning of the 27th. I waited, and waited but no call back. That is twice this week, I have called the number provided, and when through the security protocalls to verify the account. However, the agents who monitor the number you have provided have freely told me that they cannot issue the refund and that only upper management, and one case manager- ***** can.
PLEASE provide a direct number where I can reach this agent as well as operating hours as the number you have provided is a general number and the agents there cannot issue the refund.
PLEASE also note that I have told both agents this week to change my call back number in the system to a different number. They have assured me that they have noted it.
Customer Answer
Date: 07/28/2024
Once again I have called the number you have provided: ************** PIN 1900
I spent 15 minutes on the phone with a customer service agent, they verified the account, acknowledged that I should receive the refund, but said that there was only one agent who could issue it- *****. They said he would call me on the night of the 26th or the morning of the 27th. I waited, and waited but no call back. That is twice this week, I have called the number provided, and when through the security protocalls to verify the account. However, the agents who monitor the number you have provided have freely told me that they cannot issue the refund and that only upper management, and one case manager- ***** can.
PLEASE provide a direct number where I can reach this agent as well as operating hours as the number you have provided is a general number and the agents there cannot issue the refund.
PLEASE also note that I have told both agents this week to change my call back number in the system to a different number. They have assured me that they have noted it.
Customer Answer
Date: 07/28/2024
I called the number provided again on July 28th. I spent 15 minutes on the phone with an agent. Once again, *****************************, is not available. And he is supposedly the only agent allowed to issue the refund. Please provide a number where I can contact this agent and not the general helpline. Please also provide the days and hours when I can contact him.
Customer Answer
Date: 07/29/2024
July 29th at 1:10pm EST. I called again for the refund but the agent was unavailable.
Customer Answer
Date: 07/30/2024
To whom it may concern,
Please refund the credit card that made the original purchase. Please provide direct contact information for my refund case. The agent assigned to my ticket number is unreachable at the number you have provided. You have asked me to call *************** PIN 1900 BUT the agents there cannot transfer me to the agent assigned to my case. Please also provide the hours this agent is available. Please also be professional. On Sunday July 28th I scheduled a phone meeting with the required agent for Monday July 29th at 1:00pm EST. However, he did not call. So I called the number you have provided for me to call at 1:10pm EST. The agent who answered said he was unavaibale and scheduled a new call back time for July 30th at 12:00pm EST. Again, I waited for the call. He never called or kept the appointed meeting. I called the number provided at 12:26pm EST and the agent said they would schedule another call meeting for 4:30pm EST because the agent told me the person assigned to my case could not call after 5:00pm EST. I left work early for this appointed phone meeting and again was not called. I called the call back number gived at 4:32pm EST and asked the agent to notify the person assigned to my case immediately, to call me. He did not.
Please provide a number where I can reach the agent in charge of my case. He is unreachable at the number you have provided and the agents there are not able to correctly make scheduled appointments.
Customer Answer
Date: 07/30/2024
To whom it may concern,
Please refund the credit card that made the original purchase. Please provide direct contact information for my refund case. The agent assigned to my ticket number is unreachable at the number you have provided. You have asked me to call *************** PIN 1900 BUT the agents there cannot transfer me to the agent assigned to my case. Please also provide the hours this agent is available. Please also be professional. On Sunday July 28th I scheduled a phone meeting with the required agent for Monday July 29th at 1:00pm EST. However, he did not call. So I called the number you have provided for me to call at 1:10pm EST. The agent who answered said he was unavaibale and scheduled a new call back time for July 30th at 12:00pm EST. Again, I waited for the call. He never called or kept the appointed meeting. I called the number provided at 12:26pm EST and the agent said they would schedule another call meeting for 4:30pm EST because the agent told me the person assigned to my case could not call after 5:00pm EST. I left work early for this appointed phone meeting and again was not called. I called the call back number gived at 4:32pm EST and asked the agent to notify the person assigned to my case immediately, to call me. He did not.
Please provide a number where I can reach the agent in charge of my case. He is unreachable at the number you have provided and the agents there are not able to correctly make scheduled appointments.
Customer Answer
Date: 07/31/2024
On July 24th I received a message through BBB from the company saying
that I should be issued the $240 refund for the airtime card which would
not connect. They stated that if I did not respond they would close the
complaint. They provided a call number ************** PIN 1900 stating
they could help me from Monday-Sunday 9:00am-7:00pm EST.

This is untrue. The agents who answer this phone have told me directly
that they cannot process the refund, and I need to speak with one agent-
*****************************. They will also not provide a direct number for
this agent in charge of my refund/ ticket: ticket number ********** and
email reference number *******. They will only schedule call back phone
meetings.

I have called the provided number on the following dates and times so
that I can get the refund:

July 25th at 1:24pm EST- 23 minutes spent with an agent on the phone
verifying the account for the refund. They could not help.

July 26th at 3:49pm EST- 15 minutes spent with an agent on the phone
verifying the account for the refund. He told me that only one agent
could issue the refund and said that they scheduled a call back on the
night of the 26th or morning of the 27th. I received no call back.

July 28th at 10:32am EST- 15 minutes spent with an agent on the phone
who said my agent was unavailable. I scheduled a call back meeting for
July 29th at 1:00pm EST or 5:00pm EST.

July 29th- I received no call at 1:00pm, so I called at 1:10pm EST. The
agent who answered scheduled a new call back time for July 30th at
12:00pm EST.

July 30th- no call received. I called the number provided at 12:26pm
ESTto schedule another call meeting for 4:30pm EST, again no call was
received.

Please provide a direct number where I can reach the agent in charge of
my case. He is unreachable at the number provided and the agents there
are not able to correctly make scheduled appointments with him.
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 07/26/2024,regarding BBB case number 21911589.

Your follow-up complaint states that you have been trying to contact customer service to process your refund; however, your request has not been processed.

We apologize for any inconvenience we may have caused you. We appreciate your feedback and will do our best to prevent similar issues from occurring in the future.

We spoke with you on July 31, 2024, through phone number ***********, and we were able to process your refund request in the amount of $264.05 with reference number 42310543RYIK44H1. Please allow 3-5 business days to reflect the amount in your account; and may take 30 business days, depending on your financial institution.

For further assistance, you can contact us at ************** enter PIN 1900. Hours of operation are from Monday to Sunday,from 9:00 AM to 7:00 PM EST.

Please refer to ticket number 1300662870.

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

Thank you for choosing Tracfone Wireless.

Sincerely,

Executive ****************************************************
Customer Answer
Date: 08/01/2024

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:06/27/2024
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 cheated me out of 8GB of data. This is second time in two months they have done this. First was my phone, the second was my husbands phone. Our data just seems to disappear without us using it. I called them about 16GB missing from our new plan. They gave us 8GB back and added it to the 8.45GB that was already there on an old plan. They thought that this was the end of it since now I have my 16GB. Sorry, this is unacceptable to give me only 8GB when they owe me 16GB adding 8GB to an already existing 8.45 GB and then thinking this is good. I called their customer service back and was told data was added and there was nothing they could do. It reads 16GB on their end. They still owe me 8GB and I want it back. We have been a customer for 25 years and never had a problem until now.
Business Response
Date: 07/01/2024
Dear ***********************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2024, regarding BBB case # ********.
Your complaint states that you are still missing 8GB from the balance you had before.
We reviewed your account and records indicate that you have active service with the $20 unlimited talk, text and 2GB of mobile data, which grants you with rollover data balance for the unused balance each month.
Notwithstanding the aforementioned, our records show that you had 8GB of mobile data accumulated from the last service plan redemptions; however, we were able to identify that there was some missing balance on the account due to an unexpected system error. Missing minutes and or data usually occurs due to failed activations or phone upgrades, reactivation after 60 days, reactivation with a new SIM card and system errors.
We appreciate your feedback regarding the negative customer service experience. We value your feedback to support future improvements. The customer service interaction records show that we discussed the missing balance during the calls. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
We spoke with you via phone at ************ on 06/28/2024 and discussed the findings in your account and informed that the missing balance was already returned, per reference ticket No. **********.
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: 07/01/2024

Complaint: 21911259

I am rejecting this response because: according to your guidelines, data is transferable if you upgrade your phone which is the only thing that applies to this complaint. None of the other excuses are applied. There was no failed activations, reactivation after 60 days, reactivation with a new SIM card and system errors. Your company is about transparent as mud. Show me where your excuse is written in the guidelines. In fact, why is your company unable to send a detailed spread sheet on the usage of when data is used? Why was the 8GB of prior plan still listed two years after a new phone was upgraded? It seems your system has many flaws and needs to be updated with a better software program. Also, why didn't your service reps give me this information. All they said was on their line all looked up to date and offered no explanation as to why this happened.

Sincerely,

***********************
Sincerely,

***********************
Customer Answer
Date: 07/01/2024
Just got this over Tracfone chat line.
Customer Answer
Date: 07/02/2024
*I am trying to figure out what your reasoning is and I think I have figured out the problem. You have a system glitch that is failing to add old data with any new data.
*We both agree I have 8.45GB on my other plan. We also both agree data was lost somehow (since the phone was purchased over a year ago none of your explanations fit other than a buggy system software). I say 16.41GB was lost,
*Tracfone with its lack of transparency, never mention exactly how much. Tracfone also will or cannot give me a run down sheet on my daily usage of data like most companies do.
*If you look at the screen shot dated 5/4, you will see I have 18.34GB of data on new plan with 8.45GB of rollover on other plan.
*Then on the screen shot dated 6/22, only 1.93GB is show. A loss of 16.41GB.
*On 6/27 we added another card to bring the new plan up to 3.92GB with 8.45GB still on the other rollover plan.
*After calling your customer service, they agreed some data was missing and said they would reinstate the missing data.
*They added *****GB that went missing, but, failed to add it to the 8.45GB from the other plan, which if you use simple math would add up to *****GB ***** plus 8.45 equals *****GB. Not just the *****GB that you gave me.
*You are not explaining why the numbers are not adding up to my calculations using the simple math. ***** plus 8.45 equals *****.
*I should have 3.92GB on new plan and ***** GB on other plan.
*So I am asking you, where are the 8GB that I am owed?
*Just for your information, you did the same thing to my phone except it was 4GB. That happened about a month ago. I let that one slide, but I'm not about to let this one slide unless you can convince me otherwise.
*Tracfone has done this to us twice in two months. Since it happened twice in one month, I would conclude your system is experiencing a problem.
* I never had any problems in the past 20 years that we have used your service. It has always been a pleasure to have. We have even recommended Tracfone to others. However, my opinion of Tracfone is about to change.
Business Response
Date: 07/16/2024
Dear ***********************,
We received your rebuttal. We are attempting to reach you to discuss your **** units. Please provide us with your old ESN to verify the **** on the old device. Please contact me at your earliest convenience to resolve this matter. My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.
Thank you for choosing TracFone wireless to service your cellular needs.

Sincerely,
*******************************
Executive Relations Team
*****************************************
************************
Customer Answer
Date: 07/18/2024
Data is jumping all over the place. When are you going to set this right and give me my missing data back? I am owed about 30GB of data for phone number ************.
On current plan it should be 22.26GB.
On other plan it should be 8.45GB
Total should be 30.71GB
Customer Answer
Date: 07/18/2024

Complaint: 21911259

I am rejecting this response because:
--see attached--
Data is jumping all over the place. When are you going to set this right and give me my missing data back? I am owed about 30GB of data for phone number ************.
On current plan it should be 22.26GB.
On other plan it should be 8.45GB
Total should be 30.71GB

Sincerely,

***********************
Business Response
Date: 07/29/2024

Dear *************************,
Your BBB complaint has been received and resolved. This email serves as a confirmation that your Data was restored for the correct amount of 22.06GB on the unlimited plan and 9.69GB on the Paygo plan. We appreciate you taking the time to work with us and allowing us to resolve this issue. My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.
Thank you for choosing (TracFone) wireless to service your cellular needs.
Sincerely,
*******************************
Executive Relations Team
*****************************************
************************

Customer Answer
Date: 07/30/2024

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:06/27/2024
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.
In November 2023 I purchased an iPhone 15 from straight talk.com using my Chase credit card. The phone provider and the cell phone would not stay connected so I could not use the phone without calling to have it reconmected several times. I called straight talk and asked for a refund. They gave me an address in ********** IN to send the phone to. Every time I call and ask about my refund, they say they havent received the phone. 6-25-24 I finally received confirmation from the post master that my package was received by them on 2-14-24 and I have not gotten my refund yet. I have spent countless hours dealing with this situation and they continued to charge me monthly service fees that I have had to have my credit company dispute and was successful.
Business Response
Date: 07/11/2024
July 11, 2024

Dear ***********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 27, 2024, regarding BBB case # ******** complaint.
Your complaint states you purchased an iPhone 15 on November 2023, and it would not stay connected upon activation; therefore, you asked for a refund, but have only received confirmation that your package was returned on 06/27/2024 despite the tracking number showing you returned it on 02/14/2024 and you have not received a refund and have disputed the charge with your bank.
We checked your account, and we confirmed you reported to our customer support that your service was not functioning properly from 01/29/2024 until 02/06/2024. Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength, terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.
When assessing your phone return concern, please be informed that as per Straight Talk Wireless Terms and Conditions for the return policy states the following: If you purchased your Straight Talk device from straighttalk.com, you have thirty (30) days from the date your device was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your device and pay for the shipping cost to send it back to us.
Our records indicate that we have not received the defective phone from you within the 30-day return window or after. In this instance, it was necessary speaking with you to discuss the eligibility for a refund due to the circumstances of the return and obtain additional information for us to locate the device that was return.
We have contacted you on 06/28/2024 to the phone number **********; you have provided us with the Order Id *********, in reference to the purchase of the phone, the **** return tracking number **********************, which no longer shows records and have informed us that the charge was unsuccessfully disputed. With this, we escalated the situation with our warehouse team to locate the returned phone.
Upon in-depth review, our warehouse team has successfully confirmed the receipt of the device in question; however, the phone was sent back without the original box and the phone was locked, which prevented us from properly registering the device in our records. We attempted to reach you on 07/11/2024 to inform you, but got no response; thus, we will keep in contact with you upon providing a definite resolution on a refund or phone replacement.
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 1300671164. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless Inc.
Initial Complaint
Date:06/26/2024
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 want them to activate my new sim card so that my phone will work because they added the minutes to the phone before activating my sim and now they are saying that it can't be refunded either. They said that they can't authenticate my information from the sim I lost but I am not able to remember.
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 26, 2024, regarding BBB Case number # ******** complaints.

Your complaint states that you want to activate a new *** card on your phone to be able to use it, as Tracfone added the minutes to the phone before activating your *** card. You were told that you cannot be refunded either, and customer service also informed you that you have not been able to authenticate the information from the *** you lost since you cannot recall the information you provided.

In reviewing your Tracfone account, it is active with a $40, unlimited talk and text, 10GB of data, HS and ID Protection, 30 days plan. Call records show that the phone has not been used.

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.

We have attempted to reach you multiple times via phone ************ and email ********************* on 06/27/24 and 06/28/24 but we were unable to speak with you. However, you replied to one of our emails requesting to be contacted at your available number.

Then, we spoke with you via phone ************ on 07/01/24 and provided you with some standard questions to address this issue, but the phone was not on your possession to validate the account and register the new *** Card. Therefore, you requested a call back at a later time to further assist you.

Other attempts to reach you were made via phone ************ and email ********************* on 07/02/24 and 07/05/24 and we were unable to contact you. However, you responded to one of our emails asking for a callback, but we have not been able to speak with you as of this writing.

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: 07/08/2024

Complaint: 21906411

I am rejecting this response because: I have called you back several times when you have called me during my work hours of 9:30-6pm and the first time I was told I would be called back but never got one even though your agent said you are open until 11pm. The second time I called back and was told that they could not help me and I would receive a call back which I did but the agent was still not able to assist me. The time you attempted to call me on the 5th, I had no cell service as I was on vacation. As I have told many many agents I do not have a way to get a text or email as I do not have access to that information and nor do I have the pin number. The phone numbers that were most dialed on the phone are not even showing in your system so I think there is something wrong on your end. I know that the phone has not been used since one of your agents added it without activating my sim card so this is getting a little bit frustrating and I don't think that you even know how your own service works because when you activate a phone with your airtime pin, you do not have to submit a pin or email. My family and I have purchased multiple Tracfone airtime cards and not once did it ask for that information. I would like this to be resolved by the next person that calls me instead of me going to the same steps over and over again.

Sincerely,

*************************
Business Response
Date: 07/24/2024
Dear *************************,

We received your rebuttal. Tracfone wireless strict account authentication policy is to protect the customer. This will confirm that I spoke to you and we attempted to authenticate and it was not successful. We cannot make any changes to the account and process a refund without the full authentication process.
My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.

Thank you for choosing Straighttalk wireless to service your cellular needs.
Sincerely,
*******************************
Executive Relations Team
*****************************************
************************
Customer Answer
Date: 07/24/2024

Complaint: 21906411

I am rejecting this response because: I don't remember the information since I have had the phone for over a year now. I can verify phone numbers called however but the phone has been deactivated for more than the 60 days that you go back. I just want a refund of my minute card at this point.

Sincerely,

*************************
Business Response
Date: 08/12/2024
Dear *************************,
Your BBB complaint ******** was received on 7/24/2024. This will confirm that we spoke on 08/12/2024 and there was missing information from the previous response regarding IMEI that was provided in the case for the research to be completed. You also stated that you no longer have the original receipt. I advised you that I will be researching the updated IMEI. We will follow-up with a resolution. My hours of operation are Monday through Friday from 8: 00am to 5:00pm EST.

Thank you for choosing TracFone wireless to service your cellular needs.
Sincerely,
*******************************
Executive Relations Team
*****************************************
************************

Customer Answer
Date: 08/12/2024

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:06/26/2024
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.
Unwanted Spam Calls and spam text messages numerous ones everyday , **************** refuses to make my number private , and refuses to block these calls or texts , furthermore i made complaints with FTC and registered my number with do not call at FTC but issue not resolved . Im making complaints to ******* wireless as well
Business Response
Date: 07/23/2024
Dear ***********************;
We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 9, 2024, regarding BBB Case number ******** complaint.

**************** complaint states that he had service issues.

We value our customers and take their complaints seriously. We searched our system with the Name, 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, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.

Please be advised that TracFone Wireless' customer's account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.

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

We attempted to contact ************ multiple times via phone ************ on July 22, 2024, 12:52 PM EST, 2:07 PM EST and 3:40 PM EST, but we were not able to reach him. We are still waiting to hear from him. We were unable to send him an email message since he didn't provide a valid email address on his 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 1302060856.
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:06/25/2024
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.
On 6/24/24, I called about one of the lines on my account. I had to call again on 6/25/24. The phone didn't have service since the evening of 6/23/24. I spoke with 6 people in total. It just started working again on 6/25/24 in the late afternoon. Took 6 people. I asked for simple compensation (1gig of data or a few days extended on the contract.) for the time I lost and any important calls my daughter may have missed. I was told by the first representative that they weren't allowed to compensate and she hung up on me. I called back and spoke to another representative who said they were not allowed to. Why? I asked for someone above them and told they were not allowed to. I even asked for an address to write to or an email, again, I was told they weren't allowed to. This has now become more of a principle with the customer service, that they are not allowed to compensate for trouble, being hung up on and then being told I wasn't allowed to speak to anyone or contact anyone else. I've never asked for anything before and this has happened 2 times on my husband's line, one on mine and now 2 times on my daughter's line. **************** is lacking for them and it shows.
Business Response
Date: 06/27/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 25, 2024, regarding BBB case # ********

Your complaint states that your daughters account presented network issues since 06/23/2024, the service got re-instated on 06/25/2024 after you spoke with multiple representatives. You have requested a compensation for the issues this might have caused to you; however, the support agents were unable to provide you with the appropriate resolution.

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 ****************** 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.

We reviewed your account: however, it had more than one line, we needed the specific phone number that presented this network issues. Therefore, it was imperative to speak directly with you.

We contacted you on 06/26/2024 via phone number ************; you provided us the phone number and we reviewed that it does appear that a service interruption occurred during that time period, the usage was almost inexistent within 06/23/2024 and 06/24/2024.

We appreciate your feedback regarding your negative customer service experience. We apologize for the recent issues that your daughter *** have experienced with the TracFone Wireless service 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. We issued 5 days of courtesy airtime to the account for the phone number ending in 3320 on 06/26/2024 per ticket number **********. The account usage records indicate the device is working properly.

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

Please refer to email reference number ******* Ticket Number 1300558252. 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: 06/28/2024

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.
The only problem with the response is that they had my phone number incorrect that they contacted me on which was actually ************. Other than that, the representative that contacted me was friendly and took care of this.

Sincerely,

*************************
Customer Answer
Date: 07/02/2024
My daughter's phone is the number this was to be resolved on. ************
As of June 30, 2024, her text messaging stopped working. Unable to receive or send texts. As of July 1, 2024, the same issue with placing and receiving phone calls has started again. Same error message about call restrictions. I was assured, as you can see the letter from them states, and by phone that this was not going to happen again because their employees are sufficiently trained to handle any problems. Well, here we are, not even a week later and the same thing is happening again. I have not contacted them as I would like to add to this complaint for them to fix this permanently so she has no interruptions with her phone service, especially when she's away from home.
Thank you
***********************;
My cellphone #************
Business Response
Date: 07/16/2024

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

We have received and reviewed your BBB complaint. We would like to apologize for the inconvenience you have experienced with our services.

An attempt has been made to you via phone to the phone number ending in 6567 and left you a voicemail message. To provide you with a resolution as security purposes we will need to verify account information.

What is a good contact phone number you can be reached to? You may contact me directly via email to ************************* at your earliest convenience.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone wireless to service your cellular needs.

Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)
Business Response
Date: 07/16/2024
Dear *************************,

We have received and reviewed your BBB complaint. We would like to apologize for the inconvenience you have experienced with our services.

An attempt has been made to you via phone to the phone number ending in 6567 and left you a voicemail message. To provide you with a resolution as security purposes we will need to verify account information.

What is a good contact phone number you can be reached to? You may contact me directly via email to ************************* at your earliest convenience.

My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

Thank you for choosing Tracfone wireless to service your cellular needs.

Sincerely,

*************************
Executive Relations Team
************** Ext. (6139)
Customer Answer
Date: 07/16/2024

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:06/25/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a phone from the Total by ******* website 05/23/2024. I used rewards points in order to purchase the phone. It arrived at my house fine, but after using the phone a couple days I noticed that the battery was not performing properly as it took an extensive amount of time to charge, and drained extremely quickly (10% power loss during a 7 minute video chat). I contacted customer service several different times, and each time they told me nothing was wrong with the phone. I tried all of their suggestions by the phone charge would not last a full day, even without using it. As a result, I asked to return the phone for a replacement. The agent that helped me led me to believe it was an exchange and I just needed to send the phone back in. I have done that and the phone arrived at their facility 6/17/2024. I just got off the phone with customer service and they will not send me a replacement phone nor refund me any of the points used to purchase the phone. Neither will allow me to speak with any manager or supervisor. I was led to believe that the phone would be replaced as I requested. I was sent a defective product, and instead of helping me to rectify that situation the company has taken the means by which I purchased the phone.
Business Response
Date: 06/19/2024
Please forward this complaint to Tracfone, as this is a complaint for Tracfone-brand Total by ********
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 19 2024, regarding BBB case # ******** complaint.
Your complaint states that you returned a defective device to Total by ******* in order to replace it and you were told that we are not sending another device for you.

Your account has been reviewed and a replacement request was issued for your damaged phone and our warehouse records indicate that we received your damaged phone on 6/26/2024. 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 6/28/2024; 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. 1300654575.
.
Our records indicate that the replacement phone was efficiently delivered by *** in *****, ** on 7/3/24; per tracking reference No. 1ZY870930200345140. As a result, we attempted to contact you multiple times via phone on 7/2/2024, 7/3/2024 and 7/6/2024, but we were unable to speak with you. 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 Ticket Number 1300593106. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by *******.
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.

Sincerely,

***************************
Initial Complaint
Date:06/25/2024
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.
losing text, talk and date
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 25, 2024, regarding BBB case # ******** complaints.
Your complaint states that your balance for minutes, text messages and mobile data disappear. Consequently, you contacted our support team and they provided you 8GB from the 8.3GB you were requesting and 6500 text messages even though you know you had more; however, you are still missing the balance of minutes and of text messages.

In reviewing your account with IMEI ending 5100, to date, it is active in our service. We have determined that multiple phone upgrades were linked to your Tracfone Wireless account in May. After multiple upgrades within a month, our system was not able to identify the device to provision the benefits; therefore, the system was unable to accurately match a device to provision the benefits.

We spoke with you via phone number ************ on 06/26/2024; you request us the balance according of 4500 text messages, 6000 minutes and 1GB of mobile data. We informed you it was required to spoke with a different department to get their approval; therefore, we agreed for a callback on the next day.

As settled, we spoke with you via phone on 06/27/2024; we informed you we were able to add the 4500 text messages, 6000 minutes and 1GB of mobile data since the request was approved, as per ticket reference No. **********. To guarantee you were able to verify your balance we agreed for a callback.

Concluding, we spoke with you via phone on 07/05/2024; you confirmed the phone services were working well and the balance was correct.

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 1300550970.
Based upon the foregoing, we will close this matter unless we hear from you.
Thank you for choosing Tracfone wireless.
Initial Complaint
Date:06/24/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mom has been without a phone, because of the shenanigans you did, for almost a week. We never received a battery, which you said should be here "within 2 business days." Where TF is it? Where's the battery? It can't magically appear or disappear. My mom is on the phone with them right now. We are very disappointed in you. This isn't the first time you tried to s**** us. You're in big trouble.
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 24, 2024, regarding BBB case # ********.

Your complaint states that your mom has been without a phone for almost a week because you have not received a battery that was supposedly arriving in 2 business days.

We value our customers and take their complaints seriously. We searched our system with the full name in the complaint, email address and contact number included in the complaint, but the information provided does not match our records. Therefore, it was required to speak directly with you and obtain extra information to process the appropriate research.

We contacted you on 06/25/2024 via phone number ************; we spoke directly with your mother *****; she provided that the account related to the complaint was the number ending in 4757, it has a ticket for replacement per number **********.

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 06/20/2024. We determined the device needed to be replaced, since it was presenting battery problems. To assist in the return of the damaged device, we provided you with a pre-paid return label to ship the device to us per *** tracking number 1Z6980XX9037575718. The shipping information was provided to the customer via email at ************************

We advised your mother that in order to avoid the service ticket being closed and causing further delays, TracFone Wireless requires the customer to return the damaged device within the ****** return period after the ticket is created. Per TracFone Wireless ' policy customers are responsible for returning devices in a timely manner. Please note that if a TracFone Wireless device is defective, ********************** will replace the entire device, parts of the phone, such as batteries, will be replaced separately.

Your mother has stated that those were not the instructions provided previously by another agent; however, she explained that she bought a temporary device and she would like to activate it by transferring her phone number prior sending the damaged phone to our warehouse.

When trying to transfer the service to this new device, we noticed that it was in inactive status.
Please note that a phone might be showing the inactive status due to not being scanned properly at time of sale at the store in this case, ********

In order to remove that status from your account you will need to return to the store and have the phone scanned again at the cash register. If you are unable to go back to the store, you can email the following information to ******************************* This can be done from the phone and some devices, if they are connected to Wi-Fi.

         A full copy of the receipt.
         The customer's name, contact number, and ticket number provided by the representative that informed you about your account status.
         The phone or device's Serial Number.
         A copy of the barcode found on the bottom of the device's package.

You may also fax the above information to ATTN: IT TOSS Miami Fax # **************. We will contact within ***** business hours from the time we receive the email/fax with the required documents.

We provided you the instructions and send them to the ****************************** email.

On 06/28/2024 the **** was updated and enabled to be used; a transfer was processed the same day from your old damaged phone to this new one per ticket **********. Nonetheless, based on the transaction history, the phone has been presenting network issues; it might be because due to a system error in the internal programming of the account, the device was not removed completely from its inactive status.

It was required to review the information again, to be able to set up the phone **** and SIM card.

We attempted to reach you multiple times via phone at ************ and email was sent to ****************** on 07/05/2024; however, we were not able to reach you. We will continue processing internal follow *** to assure that the network will be reinstated and the damaged phone will be send; therefore, the replacement one could be replaced.

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

Please refer to email reference number ******* Ticket Number 1300495346. 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: 07/08/2024

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:06/24/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered sim cards for phones through the website. Nowhere on the website does it state which service provider do they go through. I receive the cards and they do not work with my phones I purchased for so I submitted for a refund on June 7, 2024. I was told it would be 7-10 business days to receive the refund. I had not received it by June 24 , 2024. So I called back to check status of refund and was now told it takes 30 days for a refund. All I want to do is get my money back.
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 24, 2024, regarding BBB case # ******** complaint.
                Your complaint states that you ordered *** Cards from our website; however, the website did not indicate which service provider the *** Cards will go through. You received the *** Cards and any of them worked with your phones; therefore, you called our customer service requesting for a refund. On 06/07/2024, you were advised the refund will take between 7 to 10 business days; however, after the 10 days you have received the refund. You called again customer service, and you were advised the refund make take up to 30 days.

            We reviewed your account and we found the order No. ********* placed on 05/31/2024 for 4 (four) Straight Talk *** Card Kits, for the amount of $138.81. The package was delivered to ***********, **, on 06/03/2024, per tracking No.1ZY902R61331334613 from *** indicates. In order to provide the best resolution, we need to talk with you, to get the return tracking number for the returned package.

              We have attempted to reach you multiple times via phone ********** and via email **************************** on 06/25/2024, 06/27/2024, 06/29/2024, 06/30/2024 and 07/05/2024, 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 1300485956. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
Sincerely,

Tracfone Wireless ****

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