Complaints

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:06/18/2025

  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.

  Dear BBB,I am reaching out to request immediate assistance with an unresolved issue concerning my PureTalk ********** February 2025, my brother passed away. Shortly thereafter, I contacted PureTalk to ask if his phone could be merged onto my account. I was told this was possible and was given clear instructions on how to proceed. I followed those instructions precisely.However, despite multiple phone calls, emails, and providing my credit card information, the merger of my brothers line into my account has still not occurred. Last week, I was informed that there was a technical issue delaying the process and was advised to wait for resolution and confirmation. To date, neither has happened.Whats more concerning is that since providing my payment information, Ive been receiving daily warnings that my brothers line will be disconnecteddespite my good faith effort to comply with all requested steps.This situation has caused unnecessary stress, confusion, and expense during an already difficult time. I am asking for urgent help to complete this transfer and ensure continued service to the line in question.Sincerely,******* ******* PureTalk account ************

  

  Business Response

  Date: 06/24/2025

  Dear Mr. ****************** sincerely apologize for the delay and any inconvenience you experienced while merging your accounts.
  
  Upon reviewing your account, we confirm that you spoke with a supervisor on **** 18, 2025, regarding this issue. The **** billing amount for the line ending in 3333 has been waived, and your accounts have been successfully merged. As a result, you are now receiving a 10%Multiline Discount for the addition of the second line.
  
  Should you have any further questions or concerns,please do not hesitate to contact our *************************** by dialing 611 from your PureTalk phone or by calling **************.
  
  Kind regards,
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I swapped from **** to Pure Talk. I had to purchase a Phone from PURE TALK. After a few months the phones charging port started to malfunction. I called Pure talk to replace or repair the phone. Pure talk sent me to ******** the insurance company, ******** sent me to ******* because the phones less.than a year old. ******* said they could send a box and repair the phone but In order for me to have a phone while mine was being repaired I'd just have to buy another. I called Pure Talk they said they couldn't help and refused to replace the faulty phone they sent me or provide a loaner phone. I can't go 7-30 days without a phone and I shouldn't be forced to buy 2 phones because Pure Talk sells faulty equipment and refuses to rectify the situations caused by their faulty equipment. I don't work for a phone company, I have my own job to worry about. When I pay for a phone service I expect the ************* Provider to handle the **************

  

  Business Response

  Date: 06/24/2025

  Dear *** *****,
  
  We're so sorry to hear the charging port on your phone is malfunctioning. Unfortunately, we do not provide loaner phones during repairs or offer assistance with hardware-related issues. Additionally, as your purchase falls outside our 14-day return policy, you are not eligible for a replacement or refund through PureTalk.
  
  We understand this situation is frustrating and sincerely apologize for any inconvenience it causes.
  
  Should you prefer not to send your phone to ******* for repairs, we recommend contacting ******* and ******** directly to explore any alternative solutions they may offer.
  
  If you have any further questions or concerns regarding your PureTalk service, please contact our *************************** by dialing 611 from your PureTalk phone or **************.
  
  Kind regards,
  
  PureTalk
  
  Cc:Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23485251
  
  I am rejecting this response because: I purchased a phone through Pure Talk and Pure talk refuses to help when their product that THEY sold has broken. I did have to go buy another phone because I work for a living and have to have a phone. Pure Talk offered no help in this situation and I will not stop until satisfied. 

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

  

  Business Response

  Date: 06/26/2025

  Dear Mr. **************** sincerely apologize for the inconvenience and hardship you experienced due to needing to purchase a new device. We understand how frustrating this situation must be.
  
  As a one-time courtesy, we've applied a free month of service bill credit to your account. This credit will automatically be applied to your next billing date. You can view this credit by logging into your Account Portal and selecting the Billing tab.
  
  If you have any further questions or concerns regarding your PureTalk service, please don't hesitate to contact our *************************** by dialing 611 from your PureTalk phone or **************.
  
  Kind regards,
  
  PureTalk
  
  Cc:Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23485251
  
  I am rejecting this response because:
  1 months service simply doesn't cut it. This was a nightmare scenario. I had to purchase another phone so the goods and services YOU sold me were no good. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/12/2025

  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.

  From day 1 had problems transferring my info to their phone that I purchased. It hasn't even a whole year. Bought 2 crappy phones from ************** but problems. Have problems with their service. Dropped ************ messages never received, can't watch a video without starting * stopping, the **** to speak into the phone to text a message doesn't ever work. Don't receive all my emails. To me it's a problem. I have called a number of times and they pass the buck * never resolve any issues. They all have said u can use ur insurance * get another phone. That should never be the case with a new phone. They sell * they are responsible to make sure they work before hand not *******. They just want ur money. They don't give a c*** if it works or not. I feel like they have ripped me off * no one takes accountability. I'm a business ********* go out of my way to satisfy my customers as it should be. It's a shame. I will never refer anyone to them. Very upset about this whole experience.

  

  Business Response

  Date: 06/13/2025

   Dear Ms. ********************** sincerely apologize for the issues you're experiencing with your phones and the inconvenience this has caused. We're committed to resolving this for you, and an agent will be contacting you to provide further assistance.
  
  In the meantime, we recommend the following troubleshooting steps to help optimize your service:
  
  1. Please ensure your device has the latest software and carrier updates. You can typically check for these updates in your phone's Settings menu, usually under Software Update or General > Software Update.
  
  2. Resetting your network settings can often resolve connectivity issues. Instructions for this process are available at *******************************************
  
  
  For immediate assistance, you may also contact our Technical Support team directly at ************.
  
  We appreciate your patience and understanding as we work to resolve this matter promptly.
  
  Kind regards,
  PureTalk
  
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:06/12/2025

  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 contracted with a cell phone service because they offered a free phone and a low monthly payment. I was told that Puretalk was veteran owned, that I would pay less than the prominent carriers such as *******, and that I would enjoy excellent cell phone service. I pay $20 more than I paid ******* on a monthly basis. I pay $50 a month. The cell phone service is intermittent and unreliable. I cannot get service in the ************ area. I cannot rely on ****** maps for *** services as they are in and out and sometimes the *** system doesn't work at all. I miss calls. I have contacted customer service and was told too bad. When I asked to speak to supervisor, I was told that a no supervisor could override what the customer service person told me. in other words, it would be pointless to speak to a supervisor. Now I appeal to Mr ****** ********** CEO of owner Telrite Holdings. **** ******* says you are a war veteran, and a Puretalk plan would be the best choice in every way. It is not. I would like to end this contract as I am not being provided the services it promised. I look forward to hearing back confirming my request. Thank you Mr ********** and thank you for your service.

  

  Business Response

  Date: 06/13/2025

  Dear Ms. ***************************** have reviewed your account and identified that your recent phone purchase included our Instant Phone Discount. To qualify for this $250 discount, the conditional sale agreement stipulated the selection of the $35 service plan and enrollment in the $5 device protection plan. This may account for the difference you're observing between your current PureTalk bill and your previous carrier's charges. You can review the details of your sale agreement by logging into your Account Portal at **************************************************** and navigating to the Plan tab.
   
   We understand your frustration regarding the service issues you're experiencing. Please be aware that outdoor coverage can differ from indoor coverage and may be influenced by various factors, including local terrain and surrounding buildings. We sincerely apologize for any inconvenience this may be causing.
   
   We are committed to resolving this for you.A Technical Support agent will be reaching out to provide further ************* the meantime, we recommend trying the following troubleshooting steps to optimize your service:
   
   1. Please ensure your device has the latest software and carrier updates installed. You can typically check for these updates within your phone's Settings menu under Software Update or General >Software Update.
   2. Resetting your network settings can often resolve connectivity issues. Instructions for this process are available at *******************************************.
   
   For immediate assistance, our Technical Support team is available directly at ************.
   
   
  We appreciate your patience and understanding as we work to resolve this matter.
   
   Kind regards,
   PureTalk 
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:06/03/2025

  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.

  To Whom It May Concern,I am submitting this complaint regarding the handling of mobile service issues involving *************, its tech support provider PureTalk, and parent company Telrite Holdings.I recently enrolled with Life Wireless and successfully ported my number. My phone is compatible, APN settings are correct, and I live just 2 miles from a verified **** 5G tower. Despite these favorable conditions, I am not receiving 5G serviceonly LTE or lower. I understand 5G coverage isnt guaranteed in all areas, but this explanation falls flat when I sit next to my stepmotherwho uses ****and she has solid 5G while I do not.When I raised this issue with Life Wireless and PureTalk support, I was met with generic responses that did not address the specific circumstances of my case. Rather than investigating a possible provisioning or account config issue, I received scripted pushback and dismissal. My requests for proper troubleshooting or escalation were ignored or deflected.While my account is with Life Wireless, all three companiesLife Wireless, PureTalk, and Telrite Holdingsare involved in delivering and supporting the service. Therefore, I am filing separate complaints for each entity, as all bear responsibility for ensuring service quality and proper customer support.I am asking for:A formal investigation into the failure to provision my account for proper 5G access Accountability for the poor and dismissive tech support experience Transparency on whether Life Wireless accounts are provisioned at reduced service levels vs. standard **** users, despite using the same infrastructure Thank you for your attention to this matter. I hope this complaint results in a review of how Lifeline carriers are supporting customers and delivering on promised service capabilities.***** J. *******, IV *********************** Apt. ******************** MIN: ************

  

  Business Response

  Date: 06/06/2025

  Dear Mr.*******,
  
  Life Wireless is responding to the above-referenced complaint, and we sincerely apologize for any inconvenience you have experienced.
  Thank you for reaching out to Life Wireless to inquire about 5G coverage. It's unlikely you will get a 5G signal everywhere in *****. 5G service is dependent on location and is not readily available in most rural areas. While coverage maps can provide an idea of 5G availability, it's important to remember that coverage can vary, and actual speeds and service may differ.
  Kind regards,
  
  Life Wireless
  
  Cc: Better Business Bureau
  

• Initial Complaint

  Date:05/25/2025

  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.

  Happily accepted and charged debit card without activation. I was told it will take 4 days due to their warehouse hours. Seriously? Then to receive a refund on a service that was never received will take 5 business days! Holding my money hostage and collecting interest. This is a scam. ***** ***** should remove himself as a sponsor because his reputation has been damaged

  

  Business Response

  Date: 05/28/2025

  Dear Ms. **************** sincerely apologize for the less-than-ideal experience you've had with PureTalk. We understand your frustration, and this is certainly not the impression we want you to have of our service.
  
  As a prepaid mobile provider, the first month of service is indeed purchased when you place your initial order, but please know that the service doesn't begin until your activation is complete.
  
  Typically, orders are processed within 1-2 business days, and we want to let you know that our processing doesn't occur on weekends.
  
  We've reviewed your account and can confirm that a refund of $31.00 was processed on May 27, 2025. Refunds usually appear on your original payment method within 5-7 business days, though some financial institutions may take a bit longer. If you don't see the refund within seven business days,we recommend reaching out to your bank directly for an update.
  
  Should you have any further questions or concerns,please don't hesitate to contact our **************** team at **************.You can also reach us through our Contact Form at ************************************************************ or via live chat on our social media platforms: ********* Instagram, and X (*******).
  
  Thank you for being a PureTalk customer. We truly appreciate your business.
  
  
  Thank you,
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)
  

• Initial Complaint

  Date:05/23/2025

  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 attempted to use the phone service .I purchased it a total of 45. 80 and the service did not work. i was without service so i went back to my old service the very next day. they would not give me a full refund only part of it and thats not fair or reasonable

  

  Business Response

  Date: 05/28/2025

  Dear Mr. *************** sincerely apologize for the service issues you experienced with your PureTalk service after activation. We understand how frustrating this must have been and truly regret any inconvenience it caused.
  
  We've reviewed your account and can confirm that a refund of $20.80 was processed on May 27, 2025. Please allow 5-7 business days for this refund to appear on your original payment method. For your records,the refund confirmation number is ********. This refund includes your plan and applicable taxes and fees.
  
  Please note that your $25.00 donation to ***************************** was not included in the refund. As this was a donation, it is not eligible for a refund.
  
  Should you have any questions or concerns, please don't hesitate to contact our **************** team at **************. You can also reach us through our Contact Form at **********************************************  or via live chat on our social media platforms: ********* Instagram, and X (Twitter).
  
  Thank you for being a PureTalk customer. We truly appreciate your business.
  
  Thank you,
  PureTalk
  
  Cc: Better Business Bureau  (via BBB Portal)

• Initial Complaint

  Date:05/22/2025

  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.

  my phone billed was suppose be $20 a month for life now all sudden it's $26 a month I never got a free phone when I joined as new customer just got the run around

  

  Business Response

  Date: 05/27/2025

  Dear Ms. ******************* reviewing your account, we confirm you are subscribed to our $20.00 Unlimited Talk & Text + 3GB Data + 2GB Hotspot plan. Please note that the advertised plan cost does not include applicable taxes and fees. Your total monthly charge, including these additions, is currently $23.10. Taxes and fees may vary monthly based on your location.
  
  For a detailed breakdown of these charges, please log in to your online portal at **************************************************************************. After signing in, navigate to the Billing tab and select the plus (+) icon next to the relevant transaction.
  
  Regarding our free phone promotion, eligibility requires that you activate a new line of service, port an existing phone number, and enroll in AutoPay. Activation must occur within 30 days.Additionally, you must select and maintain a qualifying plan and Device Protection Plan for the 36-month conditional sales agreement.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our **************** ************** can reach us by dialing 611 from your PureTalk phone or by calling ************** directly.
  
  Kind regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23366566
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/30/2025

  Dear Mr. ***************** understand your disappointment regarding our previous response, and we genuinely appreciate you reaching out to us again. We are committed to ensuring you have a clear understanding of your account details and are happy to provide further clarification on your concerns.
  
  Upon a thorough review of your account, we can confirm that your most recent charge for the May billing cycle, dated May *******, totaled $23.10. This charge is comprised of your selected $20.00 Unlimited Talk & Text + 3GB Data + 2GB Hotspot plan, along with $1.85 in applicable taxes and a $1.25 Recovery Fee.
  
  We note that at the time of this billing, your account had only one active line, which explains why the Multi-Line Discount was not applied.
  
  Regarding your initial sales call on January *******, our records indicate that you were informed there was no active free device promotion at that time, as the previous promotion had concluded prior to your order. However, we were pleased to offer you our new customer promotion,which provided 50% off your first month of service.
  
  Moving forward, your monthly bill will consistently reflect your chosen service plan, along with any applicable federal, state, or local taxes and fees. Please be aware that your total due may adjust if your plan is upgraded or if there are changes to these taxes and fees. The monthly total will also increase if additional lines are added to your account. 
  
  While we are not currently offering a free device,we do have an Instant Phone Discount available for new lines of service. To be eligible for this discount, a new line must be activated, a current phone number must be ported, AutoPay must be maintained, and the service must be activated within 30 days. Additionally, you would need to select and remain
  on the $30 Unlimited Talk & Text + 6GB Data plan or a higher-tier plan for a 36-month conditional sales agreement, and maintain an active Allstate device protection plan. The discount amount varies by plan:select the $30 plan for $100 off, the $35 plan for $150 off, the $45 plan for $200 off, the $55 plan for $250 off, or the $65 plan for $300 off.
  
  Should you wish to purchase a new device for your existing active line, you can conveniently do so by logging into your Account Portal and navigating to the "Upgrades" tab. Although your current line is not eligible for the Instant Phone Discount, device financing options may be available during the checkout process.
  
  We hope this detailed explanation addresses your questions. If you have any further concerns or require additional assistance,please do not hesitate to contact our **************************** You can reach us by dialing 611 from your PureTalk phone or by calling us directly at **************.
  
  Kind regards,
  PureTalk
  
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:05/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I changed service provider 05.17.25 and they shut down my online account immediately. Im on the phone with customer service as I write and its taking a ticket and 30 minutes so f*** to get my last bill and the service agreement for the phone I financed through Pure Talk. Want to see if Im owed anything for the monthly service and how many payments Ive made on the phone. Of coythey want payment for the balance on the phone straight away.

  

  Business Response

  Date: 05/27/2025

  
  Dear Mr. **************** sincerely apologize for the delay in providing your invoices and the remaining financing balance for your phone.
  
  Upon reviewing your account, we've confirmed that your invoices were successfully delivered. Please note that a financing balance statement is not automatically generated. However, we've expedited your request, and the statement was sent to your email address on May 20, 2025.
  
  To settle your remaining balance, please contact our *************************** directly at **************.
  
  Kind regards,
  PureTalk
  
  
  Cc: Better Business Bureau (Via BBB Portal)

  Customer Answer

  Date: 05/28/2025

   
  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:05/07/2025

  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.

  Transaction: 4/23/25. Purchased iPhone from Pure Talk. Order # P0001795086.Called 4/24/25 @ 8:25 am and canceled. Confirmation # *******. Assured of cancelation and money refund. Phone was never sent to me. Have called several times as to when I will receive the refund.

  

  Business Response

  Date: 05/09/2025

  Dear Ms. ********************** processing typically requires up to fourteen 14 business days. We sincerely apologize for any delay and inconvenience this may have caused.
  
  We have checked your account and confirmed that a refund of $537.98 has been successfully processed to your original payment card on May 8, 2025. Please allow 3-5 business days for the funds to appear on your bank statement.
  
  If you have any questions or concerns, please contact our *************************** at **************.
  
  Kind regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ****** A *******