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Average of 139 Customer Reviews
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Review fromAdam S
Date: 10/02/2023
1 starIf I could put negative stars I would.I started out with PureTalk 5 years ago and they were an outstanding company 5 years ago I have since been treated like less than a human being. They will not fix there mistakes nor can they even ship a phone and sim to the correct address and to the right account owner. They could not even activate their own phones without messing my whole account up. Words dont describe the amount of ignorance this company now has. On top of that I was treated like a plague, lied to, hung up on, then lied to again and again and again then stepped on some more than lied to again and then told to go ahead and just leave the company. This all started because the first representative could not even ship a phone to the right address. Then when we finally tracked down the first phone the sim chip was wrong and we went through h*** to get the first phone connected then the **** began for the second phone, we ordered 2 on 2 separate accounts, when we finally tracked down the second phone with me spending my time and gas to retrieve both phones found out that they cancelled my sim because the first chip was supposed to come with my phone and the second chip was supposed to come with her phone. They were 2 separate accounts and we handled them both separately but they still managed to mix them up. So here I am now with an expensive paperweight and a chip that had been cancelled because at puretalk one hand doesnt know what the other is doing. So I call them to get everything resolved here I am a week later with no chip no resolution and a head full of lies as they just kept on feeding me just that. I have been hung up on, lied to, and abused by these people only to be treated like I am an enemy, but oh wait, they did offer me first a 25 dollar credit and then a 50 dollar credit but they lie so the very next day that was no longer a thing and as if that would in theory ever make up for the thousands of dollars I am losing taking weeks off from work
PureTalk
Date: 10/09/2023
Hello, ****! This is definitely not the experience wed hope for you to have. Please accept our sincere 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 the *** card and IMEI were updated for your BLU phone, and the issue has been resolved. If you have not done so, please power off your device, insert the *** card, and test service. 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. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.Review fromKristi M
Date: 10/02/2023
1 starAfter contacting Puretalk for an issue with a calendar entry, the first rep I got put me on hold for 13 plus minutes & never returned to my call. Instead I got bounced out to the beginning of the queue. I was forced to hang up & redial, reached another rep & attempted to fully explain my issue with the wrong time zone on a calendar entry. She talked over me, started giving me directions on what to do. I asked if I could finish explaining ... and she rudely said, "You're not listening to me." So I shut up, & followed the steps to beboot my nework. She asked to confirm my cell number "in case we get cut off." Upon the final step, "reboot network" the call did end, & my phone did a soft reboot. No, it did not clear my time zone issue, & I am set to ****** time, which is Mountain Time, which is correct for *******. Neither did this rep call me back. Honestly, with the lack of training, & the rudeness of the "ethnic" reps you choose to hire, I will NEVER again contact customer service at **********************. I will, however, consider going to *************** TERRIBLE REFLECTION OF YOUR COMPANY. You can offer a good service, but if your support is woefully inadequate, then your company is not going to get good ratings.PureTalk
Date: 10/09/2023
Hi, ******! 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 the time zone in your iPhone's Calendar is incorrect, go to Settings > General > Date & Time and make sure Set Automatically is turned on. Also, check for the correct time zone in Settings > General > Date & Time > Time Zone. Then go to Settings > Calendar > Time Zone Override and toggle on. 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. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.Review fromLarry W
Date: 09/30/2023
1 starI followed an AMAC email to change cellular phone service. I paid for service, received new phone and 2 SIM cards then the fun began when I tried to activate the service. I found out one of my SIM cards wasn't tied to my account - this after being transfered to at least 6 different agents over 4 hours then hung up. The next day I called back and talked to ******* to cancel service and return product. He promised to refund my payment right away - 10 days later I received credit to my credit card?!! If anyone is considering this service please think long and hard and DON'T BELIEVE THE ** COMMERICALS!!PureTalk
Date: 10/08/2023
Hi, *****! This is not the experience we'd hope for you to have. We're sorry to hear that one of the *** cards you received was not associated with your account. Please accept our apologies for the inconvenience this caused you and if you received anything other than an optimal customer service experience. We have reviewed your account and confirmed your refund of $63.09 was posted to your initial payment method on 09/27/23. If you have any further questions or concerns, you may contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.Review fromJumaane W
Date: 09/23/2023
1 starIn early August, I decided to switch from ************ to PureTalk since ************ data was dropping off in the middle of the month, and I was told that I would have to wait until next month for the data to be used. Also, they always had problems with their app, and I couldn't log into my account through their website.I called and asked if I could use my current phone and if I could switch over my phone number. I told the customer service rep my IMEI number, and she told me that my phone was compatible with PureTalk.A little over a week passed, and I was told by a different representative that the phone that I had wasn't compatible, and that was why I couldn't make or receive phone calls. I waited that long because I was told that I had to wait for the transfer and that it could take a while sometimes.So, I asked if I could buy a new phone since I didn't want to deal with switching to a different company just to keep my phone number. He said no since I was a customer, even though I was still in the trial period. Since I paid for the *** card to be delivered and activated the account, which I wouldn't have done if I was told that my phone wasn't compatible!But he told me that if I wanted the new phone and to keep my phone number, I would have to switch providers, switch back to PureTalk, and buy a new phone to get a deal.Whatever. But when I tried to transfer over my phone number to Mint, it wasn't being released by PureTalk. I waited and kept getting the runaround; I assume to let the refundable trial period expire.I spoke to a customer rep again, & I explained the situation and she said, verbatim... "when you transfer back, then you can get your number back!" and hung up the phone. I called back & explained the situation to a completely different customer representative and she processed & rectified the release of my phone number. That was the end of my ordeal; ugh.I swear on myself that this actually happened. Don't fall for their well intentions!PureTalk
Date: 10/02/2023
Hello, Jumaane! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies for the miscommunication regarding your devices compatibility and if you received anything other than an optimal customer service experience. Devices must be 4G or higher, VoLTE capable, use the *** network, and be network unlocked to be compatible with PureTalk service. We cannot guarantee devices purchased outside of PureTalk will be supported. Customers can buy a new device through their Account Portal online at www.puretalk.com/account/login. After signing in, select the Replacements tab and choose the line from the drop-down menu. To port out your number, you must submit a port request with your new carrier and provide your PureTalk account number, PIN, account holders name, address, and phone number. If any information does not match our records, the port out will be denied and must be resubmitted with the correct information. Incorrect account information will cause delays with your port. We do sincerely apologize for the inconvenience this has caused you. Your refund request has been approved and posted to your payment card on 09/28/23. Please allow 3-5 business days for your 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.Review fromAaron W
Date: 09/22/2023
1 starCant get through to customer service to activate a replacement sim. Cant do it online.After waiting for a customer rep for 20 minutes, the message switches and says that they're closed (even stating hours 7am to 12 midnight and its only 5 pm).Tried calling as a potential new customer and got ****** on the line right away.PureTalk
Date: 09/26/2023
Oh no, *****! We're sorry to hear that you could not reach our *************************** to activate your replacement SIM card. Please accept our apologies for the wait time you encountered and for the inconvenience this has caused you. We have reviewed your account and see that you spoke with an agent on 09/22/23, and your replacement SIM card was activated. 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. Thank you for your feedback, as it always helps us improve the PureTalk experience.Review frompamela p
Date: 09/21/2023
1 starI signed up for the service and never activated it due to my phone becoming damaged. I called within the 30 day policy "BUT SOMEHOW THAT WAS NEVER TRANSCRIBED". This 'business' does not want to credit my account for something I never even used.PureTalk
Date: 09/26/2023
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. We have received authorization to process your refund request. Your refund of $62.36 was posted to your payment card on 09/26/23. 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.Review fromMarla F
Date: 09/19/2023
1 starThe customer service and tech support is a huge failure and VERY rude! I have been emotionally abused multiple times now trying to get my service fixed!PureTalk
Date: 09/25/2023
Hello, *****! We're sorry to hear about your experience with our **************** and Technical Support teams. 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 there was a reported network outage in your area that impacted service. The outage has now been cleared, and your service should be restored. Please power cycle your device and test service. 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. Thank you for your feedback, as it always helps us improve the PureTalk experience.Review fromJoel P
Date: 09/18/2023
1 starPURE TALK uses Veterans to obtain credit card info, fails to keep promises. 8/23/23 ordered service plus "free" ******* A23 5g. Despite stating my credit card would NOT be charged until their phone arrived and service established, PURE TALK immediately charged my card nearly $50. 15 days after service was established phone stopped charging. PURE TALK stated my 14 day time limit was up. THEY REFUSED TO HELP OR TO SEND A REPLACEMENT. Instead they told me to call *******. ******* directed me to their authorized repair 50 miles from my home. Agent could not identify problem or resolve it. ******* agent ***** told me to contact PURE TALK again. AGAIN PURE TALK refused assistance. ****** said 48 business hrs for a supervisor call back. I tried again and again . **** /***** "in **" purported to be PURE TALK spvsr. Stated he would issue a ONE TIME $15 ACCOUNT CREDIT. ******************** WOULD DO NOTHING ELSE AND REFUSED TO SEND A WORKING/CHARGEABLE PHONE. **** said next bill would be in October, regardless of phone status. Stated I had a ************************************************* Egregious to treat me, a 77 yo VETERAN, in this manner. I trusted] PURE TALK and their hype. They now have my credit info and are actively charging me. NO SUPERVISOR has contacted me and I have a non-charging phone. Multiple calls TO PURE TALK gets me nowhere. Circles and wasted hours. Employees read from a script and do not listen to me. I never received a contract. I requested a copy. THE ONLY THING PURE TALK re-sent was an order for the phone 9/23/2023. NO contract ever sent and nothing in spam folders either!! Impossible to resolve. I NEED and WANT my phone. This is not a question of buyer remorse. The PURE TALK phone is defective and I want it replaced. THEY REFUSE TO ASSIST. Can you help with this issue? It's a travesty to take advantage of a 77 year old Veteran. Egregious behavior and NO assistance from PURE TALK or *******. Your assistance is respectfully requested.PureTalk
Date: 09/26/2023
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. We have received authorization to replace your defective device. A return label will be sent to your email address on file within ***** business hours. Please check your Spam/Junk folder in case the email is filtered out. The device must be returned in its original package with all original components. All items must be free from cracks, scratches, liquid, or other damage, free from engravings or items fastened that alter the original out-of-box appearance. Your conditional sale agreement was sent to your email at the time of purchase, and a copy was resent on 09/18/23. You may also view the document through your account portal online at www.puretalk.com/account/login. After signing in, select the Plan tab, scroll down to My Device, and click on Conditional Sale Agreement and Consent to Electronic Delivery. 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. Thank you for your feedback, as it always helps us improve the PureTalk experience.Review fromChris R
Date: 09/14/2023
1 starI ordered a phone Iphone 14 standard and had to return it because the phone wouldn't accept software update and wouldn't turn off. So I returned it with the Box and label for the credit return. I ten ordered another phone, and received it, without and return box and lable for the second phone. It came in a box different from first delivery (No return box or label) So I attempted for several weeks to get a return label, and continuously was given little or no info to resolve issue tso I could return my phone for credit. My second phone received DID NOT HAVE A RETURN BOX AND LABEL. They kept saying they sent one, and they didn't. It should have been in the box with second phone, but it never came. I tried for nearly 2 months to return my phone for credit. Finally, someone gave me an address, but according to ******, it was the wrong address. I sent it to where customer service told me to send it. was also told to use my account # as return authorization number. then was told by ****** that was wrong too. that the phone was sent to the wrong address. Bottom line is NO ONE CARES TO HELP! They could have cared less whether my phone got to the right place or whether I **********. my experience has been horrible! No one should have to deal with this kind of service, ever! Had I known this type of runaround would occure I never would have switched. Pretalk customer service is by far the worst Ive experienced among cell providers. Know this, their Customer serice is horrible!!!! I will continue to elevate this until someone finally take responsibility for caring to help a customer who was treated so bad!PureTalk
Date: 09/18/2023
Hi, *****! 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 reviewed your account and see that your trade-in device was sent to our Warehouse. We shipped the device to ******, which was delivered on 09/18/23. ****** will inspect and test the device. Please keep an eye out for email correspondence from ****** regarding your trade-in. Once you have accepted the credit amount, we will post it to your payment card. Thank you for your feedback, as it always helps us improve the PureTalk experience.Review fromRobin H
Date: 08/17/2023
5 starsThey are easy to reach for support, and seem able to fix most problems with friendly and helpful service.PureTalk
Date: 08/21/2023
Hi, *****! It's fantastic to hear you could easily reach our support team and received an excellent customer service 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!
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