Reviews

Review Details

• Review fromDiane L

  Date: 01/04/2024

  1 star
  Called this company and purchased one phone and service. Pure Talk generated two POs and charged me for both. Consecutive number POs. Two account no consecutive numbers. Order 1018/23 Two units were delivered on 10/23. One unit was activated the other left in box. Called for return and got one for the box unit and sent back for refund. The activated one did not work and IT said send back for a working one. Return was sent, no new phone, no refund. Only BS checking warehouse and someone would call. At least 10 calls to account service. No response or resolution for refund. One refund for unit less shipping received. Other unit is still on my credit card. Marketing Team sent a survey as to why canceling. Filled out survey and no response. Pure Talk is less than willing to solve a problem and can only transfer the call to ?? Or answer text that they cannot do anything via text, call for service. Requested a manager and a promise of a call. No call No refund. This is over a total of $226 , $113 ea. ************ should not be in business.
  

  PureTalk

  Date: 01/10/2024

  Hello, *****! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. We have checked your accounts and confirmed your refunds were posted to your payment card on 11/03/23 and 12/20/23. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. You may also contact our *************************** by dialing ************** for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromJennifer B

  Date: 12/17/2023

  1 star
  You lost me before I was even able to enroll. Dont lie to people about $250 off the purchase of a new iPhone and then say they dont qualify with no explanation.Ill let AMAC know. Perhaps they will consider partnering with someone more credible. Until then, Ill stay with my current provider.
  

  PureTalk

  Date: 12/19/2023

  Hello, ********! We're so sorry to hear about your experience with placing your order. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. To receive the device discount, you must activate a new service line, port your current phone number, and remain on ******** ******* must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text with 10GB Data + 5GB Hotspot or higher plan for the 30-month conditional sales agreement. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M

• Review fromDavid G

  Date: 12/14/2023

  1 star
  If there were a zero, I would rate them at that. I have been with them for a number of years. As long as you have no problems, everything is great. The rates are probably the lowest anywhere. But if you have a problem... GOOD LUCK! I ordered a new iPhone ******************************************** and of itself. However, after I got it I ordered a case for it and when it didn't fit, I realized that they sent me an iPhone 14 pro instead of the ProMax. I immediately contacted them and they sent me a shipping label. I was under the gun to get it back to them in 14 days to be able to qualify to return it which I did. They got it on Nov 20 at 8:43 am according to **** tracking. However, I am STILL waiting for them to look at the phone to make sure I didn't damage it, etc. I have called now twice and the second time asked to talk with a manager. The lady attempted to contact one and stated that there were none available. I asked if I could just keep holding until one came available but she seemed to think I would not get one to talk to me. In regards to the customer service, it is hit and miss. Some are helpful and seem knowledgeable while others seem like they would rather be elsewhere and tell you contradictory information.
  

  PureTalk

  Date: 12/28/2023

  Hello, *****! First and foremost, we want to thank you for being a long-time customer. We're sorry to hear about your experience with your iPhone 14 order. Please accept our sincere apologies for the inconvenience this caused and if you received anything other than an optimal customer service experience. We have reviewed your account and confirmed your refund was posted to your payment card on 12/20/23. You may call our *************************** at ************ or email us through our contact form at ********************************************** for the transaction ID. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromkevin A

  Date: 11/21/2023

  1 star
  Horrible customer service. Supposed to be veteran owned and veteran friendly. Not my experience. Avoid this company.
  

  PureTalk

  Date: 11/22/2023

  Hello, *****! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. If you have any questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromDebbie L

  Date: 11/19/2023

  5 stars
  We've been with PureTalk for a couple of years now. **************** is excellent. Any issues we've had were very minor and always resolved with a phone call. Called and asked advice on a tablet and service for my dad whom is in a nursing home. Excellent help. Nothing but praise for this company and the Veterans that started it. THANK YOU
  

  PureTalk

  Date: 11/22/2023

  Thank you for being a long-time customer, ******! It's fantastic to know that our Support Team was able to assist you and provided an excellent customer experience! Did you know you could earn a $20 credit for referring family and friends? You may visit **************************************************************** to learn more about our referral program. Thank you for your feedback and for being a valued PureTalk customer! We truly appreciate your business! - A.M.

• Review fromFay & Charles w

  Date: 11/16/2023

  1 star
  Pure Talk is a rip off, They lie about everything, there custom service dont't know anything,they all work from home,an when you try to talk to them,you hear kids in the back ground an one girl I talk to was eating her dinner on the phone,I purchase a phone for ***** dollas that did not work in my home could not received call, so I was advice to send back,I had to pay for the shiping an I also pay for the shiping to get the phone, but any way they only refund me ***** dollas back,said that I had to pay for a plan that I did not used,I talk to several people an each one told me some difference about my refund,I would not advice anyone to go to Pure Talk, I am reporting them to the Better B.B an also to my Charge card compand as a scam
  

  PureTalk

  Date: 11/23/2023

  Hi, *** & *******! This is definitely not the experience wed hope for you to have. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. We have reviewed your account and see that your plan was not initially refunded as you attempted to port your phone number to a new carrier. Service must remain active to port. On 11/16/23, you contacted **************** to disconnect your number. However, a refund request for your plan was not submitted. We have refunded your plan for $26.21 on 11/21/23. Please allow 3-5 business days for the refund to appear on your bank statement. If you have further questions or concerns, contact our **************** department at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromJames Z

  Date: 10/31/2023

  1 star
  So I have been with puretalk for a couple of months now, I have 2 lines one for me and one for my sister, we heard it was owned by veterans so we called to hear more. On the phone we were told that we would have fully unlimited, no slow downs, Ive already had to pay for extra data and that went very quickly, so my sister asked if she could switch and I said that was fine but I couldnt because I had a contract that I fully intend on following, long story short she somehow tried to port both of our numbers out but thankfully was able to get that taken care of. *** I was wondering is there anyway to remedy the data situation as I was told this would be fully unlimited. I now have 2 phone bills I have to pay and I can not blame my sister because we were just straight up lied to and the internet goes slow most of the time even before the data cap.
  

  PureTalk

  Date: 11/03/2023

  Hi, *****! We're sorry to hear you're experiencing issues with data speeds. Our unlimited data plans include 60GB of high-speed data. Once you reach your allotted high-speed data, the speed throttles to 256 kbps. Please accept our sincere apologies for the miscommunication and inconvenience this has caused. You may view your data usage through your account portal online at www.puretalk.com/account/login. After signing in, select the Plan tab and scroll to My Usage. If you experience issues with speeds when data is available, we recommend resetting the network settings by going to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings you've used before. Please also ensure your device is using the latest iOS update by connecting to Wi-Fi and going to Settings > General > Software update. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. You may also contact our **************************** at ************ for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromAaron B

  Date: 10/24/2023

  1 star
  Worst phone company I've ever used. Shouldn't have listened to the hosts on the radio. Service won't work at my house and I called the had me try many different things over 5 phone calls the 4 months I was with them. Now I'm trying to switch my number that I've had for 20 years to another company but they want me to pay for a month on 5 phones first before they will let me.
  

  PureTalk

  Date: 11/01/2023

  Hello, *****! We're sorry to hear that your PureTalk service did not meet your expectations. Please accept our sincere apologies if you received anything other than an optimal customer experience, as this is our top priority. We have reviewed your account and see that on 10/15/23, a notification was sent to your email advising that an issue occurred with your automatic payment. We did not receive a payment within seven days, and your lines were disconnected on 10/22/23. Unfortunately, your lines must be active to port to a new carrier. You may reactivate your lines by submitting a payment through our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromJesse R

  Date: 10/21/2023

  1 star
  a couple days ago I was notified by a family member of someone using my name email and phone number. This family member was texted at 3 am on October 17th asking this family member for account details. my family immediately notice this was not me and notified me through my husbands phone because she couldn't reach me. Upon gaining this information my husband drove home from work to check on me because multiple phone calls from his cell to mine were not being picked up. When my husband returning home he told me the information he received. I had no knowledge about the fraud, but then recalled getting a notification on my phone around 7 pm on the 17th of October saying that my email account had logged out. so I put two and two together and called Pure Talk from my husbands phone. An agent from Pure Talk picked up and procced to ask my some security questing's to verify my account. I answered all the questions and told him my concern. The agent offed little to no help with this very important matter. The agent told me the only thing he could do with to do a factory recent of my phone. I then told him I couldn't do that because that account was attached to my phone wish attached with the compromised email? phone number. He then said there was nothing ease he could do and then recommended for me to drive to geek squad and ended the call. Sometime between 10am and 5pm PureTalk Allowed a fraud to get into my phone account and change all my personal information against my consent and knowledge. later that day on the 18th of October after bring my phone to the police station I call pureTalk again around 5pm. At this point all my personal information had be changed and the agent I was speaking to refused to help me or get me or get me a supervisor to help because I could verify an address that wasn't mine. I was then told to created a new email and send a email to info.puretalk.com. This when unnoticed. This eventually lead to all my other account to be broken.
  

  PureTalk

  Date: 10/25/2023

  Hello, *****! We're so sorry to hear that your PureTalk account had been compromised and your personal information has been changed. Please accept our sincere apologies for the trouble this caused and if you received anything other than an optimal customer experience while resolving this matter. We have reviewed your account and see that you spoke with a member of leadership. Your account has been placed on watch, and your information has been corrected. Our ************************** is looking further into this matter to prevent any fraudulent activity from occurring again. We have applied a credit to your account for the inconvenience this has caused. We highly recommend setting 2-step verification for all of your accounts. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. You may also contact our *************************** by dialing ************** for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromEloise K

  Date: 10/04/2023

  1 star
  I loved that they are ********* backed ******* backed and ******** backed. Heard them from ***************************** podcast and Ive wanted to switch to ******** companies but I guess they only give great service when youre famous. However customer service has been meh. I saw they had a free phone offer but you had to commit to a 1 year or 3 year I forget contract for the new phone. I said I didnt wanna commit until I knew I could trust the service. She said I could try it out first and get the *** card and then switch and get the deal. Tried it a few months starting august and now come to find out they lied. Once you get the sim and get a new number (I wanted a new number) you lose out on any deals. So I said I cant afford a full price phone with them but need a new phone so Ill have to stay with ******* for their deals. I asked for a money back on service not used. Paid Oct 1 and its Oct 4. She said nope they cant do that. I asked to speak to a supervisor because this doesnt sound like a ********* ******* ******** based company. She has to submit a ticket to see if one is available and Ive been waiting on the phone with her for 45 minutes and finally none were available. She made a ticket to try and get someone to call me back. Lets see if they actually call since I canceled with them today. I think a refund for this month is fair since I only used 3 days and I was not given proper information. Honestly without all the bs I probably would have switched later on when Im more set up but not now. They dont seem to care about their clients and they make everything very difficult. They make sign up easy to get you in with false info. Im not saying dont switch. Im just saying be careful and know why you are switching.
  

  PureTalk

  Date: 10/09/2023

  Hi, ******! Please accept our sincere apologies for the miscommunication regarding the free phone promotion and for the inconvenience this has caused. To receive the free phone, customers must activate a new line of service, port their current phone number, remain on AutoPay, and service must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text with 10GB Data + 5GB Hotspot or higher plan for the 30-month conditional sales agreement. Please be aware this promotion is currently unavailable. We have authorized the refund request for your recent bill payment. A refund of $45.00 was posted to your payment card on 10/09/23. Please allow 3-5 business days for the refund to post on your bank statement. If you have further questions or concerns, please contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.