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.
810 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: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 ****
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 4th, 2024, I called Total ********** to inform them that I wanted to cancel my services (2 lines) because I was transferring to another carrier. The person on the phone told me I would be refunded for my recent payment and they would cancel my service. I talked to them about wanting to port my number over to which they provided a code. I was in ******* at the time and an employee was setting up my new service.There was a problem with the number port but that was resolved within 2 days.I called Total today because I have not received my refund like I was told I'd receive. The person, ****, said they are the supervisor and said I will not be getting a refund because I transferred my number.I told them about what I was told on June 4th and **** kept telling me to go online and read the print. I was trying to resolve the issue and wanted to ask about the other line. I mistakingly gave the wrong number for the 2nd line and was working on finding the correct one. **** was talking to me with and attitude and interrupted me several times. Then they hung up on me before I got the correct phone number.I called back and explained what had happened and I just wanted to know why i was told I would be getting a refund for services (estimating $60) and now I'm being told I can't because I had my number ported to a new carrier. I only ported one number but they still refuse any type of refund. I renewed services with total the day before I switched carriers because I had autorenewal active. It is misleading to tell a customer they'll be getting a refund then over a week later to be hung up on when asking about it and being told I won't be getting one.I just want my refund.The employees are rude and unprofessional. Not all of them but 2 of the people I talked to. 1 man left me on hold for almost an hour while I listened to him chat with his coworkers. He eventually stopped responding to **** just wanted help with my phone and my refund.
Business Response
Date: 06/13/2024
Dear BBB,
Thank you for contacting *************** of ********* Relations regarding *********;***********;complaint. In her/his complaint, received on 06/13/2024, customer expressed concern about issues with her ******* Wireless account regarding number porting.
Upon further review, weve determined the customers concern should be addressed by our ******* Wireless team. Per BBB guidelines, please forward *********;****** complaint to the appropriate ******* Team.

Email: **************************************************
Address: P. O. Box 10
******, *******; 07101-0010

We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.

Sincerely,

******* ********* Relations Team

Business Response
Date: 06/20/2024
Please review the attached document.
Customer Answer
Date: 07/06/2024
I keep getting sent the same email. I have not received a refund. There has been nothing sent to my bank.
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 13, 2024, regarding BBB Case number ******** complaint.

**************** complaint states that when she canceled her two lines to transfer to another provider, she was informed that she will be refunded for her recent payment.

Upon investigation, two accounts are no longer associated to the network. The two account was added a service plan on 6/3/2024 and deactivated on 6/4/2024. While the other account, a ticket created to replace the minutes to process port out on June 6, 2024.

Checked our system and it showed that we have credited her account. Last June 3, 2024, using merchant reference number BRM20240603105965378, she was charged for $65.88. While on June 7, 2024, using merchant reference number BRM20240607107379562 and merchant reference number BRM2024060710738459, she was credited for an amount of $39.36 each. She need to checked her bank institution if they had posted her refund.

Attempts were made to reach **********************, via contact phone number ************ and through her e-mail address ******************* on 6/28/2024, 7/1/2024, 7/3/2024 and 7/5/2024. But, with no success and no response as well from our e-mails. We are also waiting a response from her. But, on June 2, 2024, we replied on her response. She mentioned that, "there hasn't been a refund issued to my bank account accordingly to my bank records". Responded on it and informed her to make more follow *** to her bank institution and after that, we did not received any response from her.

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

Please refer to reference e-mail number ******* and Ticket Number 1300663886.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 07/08/2024

Complaint: 21842191

I am rejecting this response because:
---see attachments--
I keep getting sent the same email. I have not received a refund. There has been nothing sent to my bank.

Sincerely,

*****************
Customer Answer
Date: 07/08/2024
********************* isn't even me or my contact information. What are they talking about? There hasn't been a refund issued.
Business Response
Date: 07/17/2024
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 9623 but unsuccessful in reaching you. 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)
Initial Complaint
Date:06/23/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a phone and insurance in December of 2023, and filed a claim on March 27th, 2024. I have since sent in my defective phone months ago and have yet to receive my replacement device. Each time I call I am told the warehouse just sent my device out and I will receive it in 3-5 business days. It has been 2 months now and still no replacement device! I have since had to get a whole other device. I feel like i have been completely scammed in this situation with no resolution it seems. Just a loop of the same thing meanwhile I'm currently out of nearly $275 cash I spent on the device and no longer have the device due to sending it in using the prepaid shipping label I was provided. I did everything I was required to do and have been completely unsatisfied with how this is going.
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 23, 2024 regarding BBB Case number ******** complaint.

************************ complaint alleges that he has not receive a replacement for his defective phone that he sent a month ago.

As per record, ******************** request a replacement for his defective phone on 3/27/2024 in reference to ticket number **********. However, we received the defective phone sent by Mr. ************** on 5/6/2024. The ticket was updated but no available replacement device with the same model.

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

We spoke with ******************** on 7/5/2024 at ************. We explained to him that there is no available replacement, and we offer him a comparable, but he declined and opted to wait until it will be available. He asked for a refund, but we educate him that his device is no longer cover for a refund.

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 1300548398.

Thank you for choosing Straight Talk Wireless.

Sincerely,

Executive Resolution Department
Initial Complaint
Date:06/21/2024
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 am a current customer. I ordered a new cell phone off of their website based on their recommendation after providing my zip code. When I went to activate the new phone, they told me it wouldnt work in my area. They told me I have to buy a specific *** card. I cant find that type of *** card anywhere in stores or online. Then I call again to see where to find the *** card and am told I dont need that *** card. Then I call 3 more times in one day and they keep transferring me to a department to help me and the call keeps dropping. Every time I call, I have to give my phone number and all the phone *** card information and then the person who answers the phone says they cant help, but will transfer me to someone who will help and the. Then the call hangs up on me.
Business Response
Date: 06/26/2024
Dear *************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 22, 2024, regarding BBB case # ******** complaint.
Your complaint states that you recently purchased a new phone from our Tracfone website. When you tried to activate the phone, you were advised the phone will not work on your local calling area, and you were also advised to buy a new SIM Card. You were unable to get the correct SIM card from our retailers or from our website, and you called again customer service, and you were advised there is no necessary to get a new SIM Card. As of today, you have not been able to activate the new phone.
We reviewed your account and we found you requested to activate your phone with your own phone number ending in 8279, from your old service provider, per ticket No. ********** indicates; however, your request could not be completed because the area code and prefix of the phone number was not configured to be ported over to our Verizons system and you were advised to get a new number instead. The phone was successfully activated with new phone number, and it is currently active and connecting properly to our network. We were able to see usage on the phone, which means, the phone service is working properly.
We have contacted you on 06/25/2024 to the phone number **********; and you confirmed your phone was activated after 7 attempts trying. You also stated that your phone service is being working properly as of today.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
Please refer to email reference number ******* or Ticket Number 130-042-9992. 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:06/20/2024
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 bought this new refurbised months ago it is defective it will not read a sim card not any that i have verified working condition i have called the over 30 time over the past few months the will not honor the warrenty i just called the to unlock the phone so i can try to sell it to try to recover some of the money i have lost they just will not do anythig im going to the *** see if they can help me!
Business Response
Date: 07/03/2024
Dear *********************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/20/2024 regarding BBB Case number ******** complaint.

In accordance with ******************** complaint alleges that he is having trouble since his device is not unlocked and he wants to sell it.

In our review, we pull up ******************** account using the phone number ********** and we found out that it is active and provisioned correctly. As per investigation we also found out that the device is a 4G LTE smartphone powered by Tracfone $30 Unlimited Talk and Text with 5GB of data.

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

First, we attempted to reach the customer on June 21, 2024, via phone number ********** at 3:13 PM EST, and we were not able to speak with the customer, however we managed to send him an email with KANA ID *******. The second attempt happens on June 25, 2024, via phone number ********** at 10:58 AM EST, and we were able to speak with the customer. As per having conversation with the customer, He was able to provide the **** *************** of the device that he has a problem with and then we attempted to authenticate the account since its part of the process but unfortunately, we failed to verify the account and the customer release the call. We attempted to call him back but were not able to reach him again. On the next day June 26, 2024, we attempted to reach the customer again on phone number ********** at 2:19 PM EST but we were not able to speak with the customer, however we managed to send him an email with KANA ID *******. For the 4th time we attempted to reach the customer today June 27, 2024, via phone number ********** at 1:30 PM EST, and we were able to speak with the customer. As per having conversation with the customer, the customer stated that he doesn't want us to call him anymore.

Refer to ticket number 1300280286.

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.

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

Sincerely,

Executive Resolution Department

TracFone Wireless Inc.

Customer Answer
Date: 07/16/2024

Complaint: 21879461

I am rejecting this response because:****** said he did approve refund it was **** taking there sweet time!

Sincerely,

*********************
Initial Complaint
Date:06/20/2024
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.
Im with Tracfone phone for about three years. I understand that u brought the company. I still want to be on the same plane that I already have. The told my brother he got new phone and got pay about $60.00 which he always $20.00 month.
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 20, 2024, regarding BBB case # ******** complaint.
Your complaint states that you want to keep the plan you already have. Your brother was told that he had to pay $60 despite he always pays $20 a month.
In our review for the Tracfone Wireless account with phone number ending in 7160, our records indicate that for the last 3 months the service for the $20 unlimited plan have been renewed and the last refill was on 06/21/2024. Our system does not show any type of restriction or limitation for your service to have the need to being connected with another device or service plan.
We have contacted you on 06/26/2024 to the phone number **********; you let us know that you were contacted by ******* and they informed you that ******* has bought Tracfone and that you needed a new phone in order to be connected with them. Please note that Tracfone Wireless is part of ******* since late November 2021; however, despite we charge network connectivity, we are currently not suggesting our customer to port their service over to ******* provider as Tracfone and ******* are still 2 different brands with different offers. We have informed you of this and clarify that there is no need for you to change your plan or device.
If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to the Ticket Reference Number 1300287432. Based upon the foregoing, we will close this matter unless we hear from you.

Sincerely,

Tracfone Wireless ****
Initial Complaint
Date:06/20/2024
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 paid years ahead on Tracfone to 6-30-2035. Now my phone has & says "NO ********* ************************ is saying I need to buy a plan, when I already bought. They sent offers to add time to the plan over the years which offers I accepted & paid for. Now I have no service. & phone customer service would not give me a supervisor or tell me how to go higher to get this solved. The money paid listed below is approximate. I attach photographs of cell phone taken today showing paid into 2035 with over ****** minutes paid in advance.
Customer Answer
Date: 06/22/2024
After the original customer service rep more or less stone-walled my complaint, insisting that all she could do is go by their records, which said my service had expired,
I contacted 2 more Tracfone reps: a **** & a ******** (both apparently women) & was given a Ticket number of 1300265235.
I contacted ******* of June 21 & **** on June 20 -- original call was on June 19 or 20.
Both of these more or less assured me that the service would be restored, but I needed to wait for the system to process. **** gave me my time back to 6/30/2035,
but I got only about 4000 minutes, when I before had had over ****** minutes as indicated in the 4 photos I sent of the screen data of a cell phone.
But as of today June 22, my current cell phone says "NO SERVICE" & won't make a call. & I still have only about 4000 minutes in my balance, though the phone will not make calls anyway.
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 06/20/2024, regarding BBB Case number ******** complaint.
Your complaint states that you paid for service on 06/30/2024 and now your phone is showing "no service but should have ****** minutes.
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.
We successfully spoke with you on 06/21/2024 and 06/25/2024, we discussed the status of your account and started troubleshooting. After further review we confirmed that the account was well provisioned in out end, but it was required to reset the network; therefore, we started the shipment for a replacement SIM card, per Ticket No. **********.
Our systems indicate you received and activated the new SIM, yet our records show that you have called because the issue remains. Further troubleshooting is required.
We attempted to contact your multiple times to the contact number ************ and email sent to ************************* on 07/05/2024, 07/07/2024 and 07/08/2024 however, we were unable to reach you and you have failed to response our emails.
If you 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 1300285206.

Based upon the foregoing, we will close this matter as a resolution was provided.

Thank you for choosing Tracfone Wireless.

Customer Answer
Date: 07/11/2024
The response is in error. Long ago I paid for service to 6-30-2035 with ******** minutes, as is recorded in my ** (old) tracfone. Over many years I had received offers from Tracfone & kept buying more service & minutes. After not using my tracfone for 10 months, I found it would not work. I contacted Tracfone, being made to jump thru the same hoops over & over by customer support. At first customer service claimed my service had expired & I had to buy new service. But finally somebody at Tracfone did restore my time to 6-30-2035, but gave me only 4000 minutes. But my minutes are still not restored. I demand my minutes be restored. But more importantly, Tracfone decided that I needed a new SIM card & sent me one. But the Orbic Journey V phone (which I was forced to obtain from after Tracfone changed their system so that my ** phone would not longer work). The new SIM card was inserted into the Orbic cell phone, but it still would not work. I tried to get tech support over & over, but nothing worked. Finally a very nice excalation lady (******* ******) told me she was going to send me a new phone, a ******* that worked with 5G. It has not yet arrived, & I still have no tracfone service. My theory is that again Tracfone changed their system so that my Orbic cell phone would not work in their system, though I was able to call 911 with it. The Orbic phone read the I should plug in a SIM, though one was in it. So I wait for the replacement phone. PLEASE RESTORE AT ONCE MY MINUTES. GIVE ME OVER ****** MINUTES. GIVE ME WHAT I PAID FOR LONG AGO. I don't recall ever getting emails on this from Tracfone.
Customer Answer
Date: 07/11/2024

Complaint: 21876891

I am rejecting this response because: I have not received the promised cell phone & my minutes have not been restored (over ****** minutes).

Sincerely,

***************************
Business Response
Date: 07/18/2024
Dear ***************************,

This is in response your rebuttal 07/12/24 regarding your Better Business Bureau complaint.

We apologize for the experience you encountered.Research indicates that the missing minutes has been added to your device.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/18/2024

Complaint: 21876891

I am rejecting this response because: NO SERVICE continues.
I thank you for saying you restored my over ****** minutes. My last phone conversation was with "Czarina ******." She was very kind & told me that I would be receiving a ******* cell phone (5G) because the Orbic (after receiving the new SIM card from Tracfone) still had "no service." Apparently Tracfone changed its system so that the Orbic would not longer work. But I think it is now over a week since her statement, & I have not received the ******* replacement phone. So I still have no service. I hope that after the phone comes, if it is coming, I will be able to verify that my minutes were restored. Has the phone been shipped out? Do you have a tracking number? Thanks much.

Sincerely,

***************************
Business Response
Date: 07/23/2024
Dear ***************************,

This is in response your rebuttal 07/19/24 regarding your Better Business Bureau complaint.

We apologize for the experience you encountered. Research indicates over ****** minutes have been added to your account. The current minutes is ******.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Business Response
Date: 07/26/2024
Dear ***************************,

This is in response your rebuttal 07/23/24 regarding your Better Business Bureau complaint.

We apologize for the experience you encountered. You are not qualified for a replacement device. According to terms and conditions devices are replaceable within 1 year of activation.

My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Thank you for choosing Tracfone Wireless to service your cellular needs.

***************************
Executive Resolution Specialist
TracFone Wireless, Inc.
9700 N.W. *************************
Office : ***********************
********************************************
Freda501107
Ticket # **********
Customer Answer
Date: 07/29/2024
I bought an ** tracfone from Walmart. I paid ahead to Tracfone to 2035 eventually with over ****** minutes. Tracfone changed its system making that ** unusable. Tracfone replaced that ** tracfone with an Orbic tracfone, either free or for a small amount of money, under $10. After some time, that Orbic tracfone would not longer work. I made something like 40 **************** calls to **********************. One agent decided that I needed a new SIM card, which I received. But still the Tracfone would not work with Tracfone; it showed no connection bars. The phone gave the message to insert a SIM card, though one was in it. Howver, the Orbic tracfone would call 911 showing that it could send & receive messages from a cell phone tower, though not in Tracfone's general network system. My conclusion is that the probably explanation is that Tracfone had changed its system to make it incompatible with the Orbic phone gave me. But I had paid for service to 2035, & that service was now not being provided by Tracfone. It is noted that Tracfone was no longer selling the Orbic phone. So I bought a new tracfone from Tracfone, a different brand. Tracfone sent it to me, & it worked. Since I had paid for service to 2035, I maintain that Tracfone was obligated to supply me with that service. & if they make my cell phone incompatible, they are obligated to send me a replacement phone. So I want my $20 back. Also, Tracfone should re-imburse me for my time in the amount of at least $10 for each time-consuming incident when I called their customer service & was made to jump through useless hoops to no effect. So I estimate 10 x 40 = $400. Thus Tracfone should send me $420 for the injury caused.
Initial Complaint
Date:06/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 06/19/2024 I attempted to get a new phone number from tracfone as my old number is constantly getting spam calls and texts from the person who had the number before me. I chatted online with multiple agents over two hours. Each one assured me that they fixed the problem and each one was wrong. Finally my phone wouldn't work at all because of something one of the agents had done that I was unaware of. Customer support then told me that they would not help me unless I called them. I tried explaining that this was my only phone and after what they did to my phone I couldn't call. They said that it is my fault if I can't call them and to either go to a place with a public phone I can use or get a new phone. They also would not tell me what the actual issue was or why I needed to call instead of having them just fix it or change back whatever they did to my account. ********************** employees typically won't give a name but the agent who refused to help me and disconnected the chat said his name was ******* and said his employee number is ******. I don't know how true that information is but hopefully it can help identify this employee who is refusing to help people and telling them to go find a public phone or buy a new one. Seems like such a scam for a cell phone company to tell you that there is an unknown error with your account and you need to buy a new phone so you can "fix" the old one.
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 20, 2024, regarding BBB Case number ******** complaint.

*************************, complaint states that she has a phone that was working and by the time she was assisted by a Customer Support Representative they managed to assist her with the troubleshooting and she was informed that a alternate phone number is needed for us to perform the proper troubleshooting, but she refused to go to the nearest public phone where she can borrow for us to have the device working a full troubleshooting is needed.

Per our records, ************************* account is provisioned properly in our system. The device is supported with the upgraded network and call records indicate that the phone is successfully being used. The only problem to the account would be the troubleshooting that needs to be followed for the device to work properly and an alternate number is needed for us to do so.

We attempted to reach *************************, multiple times via phone number ********** and e-mail ********************** on 6/25/2024, 6/26/2024, 6/27/2024, 7/02/2024 and 7/03/2024, but we were unsuccessful, we are still waiting to hear from her. We need to speak with her over the phone to conduct the necessary troubleshooting step and to assure that we are working on the correct account.

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

Please refer to ticket number 1300488719.

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

Sincerely,

Executive *********************
Initial Complaint
Date:06/19/2024
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.
For the past two weeks, I have not been able to make any phone calls. Every time I try to make a phone call it just says thank you for calling migration support. I can receive phone calls and I can send and receive text messages. I have reached out to straight talk several times via email and phone calls, and none of their troubleshooting steps have helped. I am being charged for service that I am not able to use.
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 19, 2024, regarding BBB case # ******** complaints.

Your complaint states that your services provided are not working well. Due to the impasse, you contacted the support team, but you were unable to reach someone able to address your concern.
We reviewed your account with IMEI ending in 2370, to date; it is active in our service with the $35.00 service plans that includes unlimited minutes, unlimited text messages, minutes to ****** and ******, 10GB of mobile data, and up to 5GB of mobile hotspot. Based on the usage records we reviewed for the last 30 days of service, it does appear that disconnections and intermittency occurred.

Please note that within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower mobile web service and data speeds or no mobile web service or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and his proximity to buildings, foliage and other obstructions, weather and other conditions.

It is required to speak with you and perform further troubleshooting steps to determine the reason why the service issue was generated; thus, we can find a suitable outcome for the matter to be concluded.

We attempted to contact you via phone at ************ and e-mails were sent to ************************ on 06/20/2024, 06/22/2024, 06/24/2024, 06/25/2024, and 06/27/2024; however, we were unable to speak with you and you have not responded to our e-mails.

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 1300227405.

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

Thank you for choosing Straight Talk Wireless.
Customer Answer
Date: 07/01/2024

Complaint: 21873908

I am rejecting this response because:
every time I try to make a phone call I get an automated voice that says thank you for calling migration support. I have reached out to straight talk several times and each time they have failed to rectify the situation. I work nights and sleep all day and having to find somebody whose phone I can use is very inconvenient as I live by myself and the closest friend or relative is at least 40 miles away, meaning I would have to go out of my way on my day off to go find this person with a phone I can use. This is very inconvenient for me. I want a refund or I will call my bank and dispute the transaction.

Sincerely,

***********************
Business Response
Date: 07/17/2024
Dear ***********************,

After completing our review of your complaint regarding your service.
I went ahead and processed a refund for $27.16 back to your credit card.
Please allow up to 3 to 5 business days to see your refund.
Please accept our apology for any inconvenience you have experienced.
Thank you for your understanding through your wait.

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

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