Reviews

Review Details

• Review fromBaltimore

  Date: 05/04/2023

  1 star
  This company promises a 5G or 4G network when a Wi-Fi network is not available. After four months of communication back and forth with Pure Talk, a 5G (or 4G) network was never provided when there was no Wi-Fi. I reluctantly cancelled my account and asked for a partial refund the next day. Their response was "no refund because my account was cancelled". Pure Talk failed in its duty to provide the type of coverage they had promised and failed to provide even a partial refund due to non-delivery.
  

  PureTalk

  Date: 07/17/2023

  Hello, *******! We apologize for the delayed response. We're disappointed to hear about your experience with PureTalk. Please accept our apologies if you have received anything other than optimal customer service, as this is our top priority. We processed a refund for $79.15 on 05/19/2023, which is equivalent to the last three monthly payments made to PureTalk. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  

• Review fromKirk H

  Date: 05/01/2023

  1 star
  Have 2 lines with puretalk for several years with the 6 *************** plan with no problems till we didn't have wifi anymore. So updated to unlimited high speed data for both phone 3 to 4 months ago and found out that unlimited dosnt mean unlimited at all. Wife and I like to stream TV and videos for entertainment. Got close to the end of the month and we lost or high speed data. Called to fined out why and was treaded terrible as they told use that there was a cap of 60 Gb. We are paying for UNLIMITED. Capping is not unlimited. Needless to say, we are looking for another service provider.
  

  PureTalk

  Date: 07/17/2023

  Hello, ****! Our unlimited data plans include 60GB of high-speed data and unlimited low-speed data. Once you utilize your allotted high-speed data, the speed throttles to 256 kbps. Please accept our apologies for any inconvenience this has caused. You may purchase add-on data through your account portal online at www.puretalk.com/account/login. After signing in, select the Add-Ons tab and choose ************** Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  

• Review fromKevin M

  Date: 04/20/2023

  1 star
  I retuned a perfect $1100 phone to PureTalk in the factory packaging. I thought I was done with them and I put PureTalk behind me. About 6 weeks later, my financial institution contacted me and asked if I had authorized an $1100 charge. I had not. It was PureTalk trying to bill me for a retuned "damaged phone". No call, no genuine attempt to contact me; just CHARGE ME. I found it unlikely that ***** smashed a phone that they had professionally packaged up, and that was also in the factory packaging; but that was PureTalks claim. PureTalk threatened to send me to collections if I didn't pay them by phone, immediately. So I mistakenly paid. Now I cant get PureTalk to send me a tracking number for the phone I paid them for.... My family joined PureTalk because the marketing got me..."shared values, Veteran owned, etc". Boy, I was duped. VERY poorly trained customer service staff...so much so that it almost feels intentional. While trouble shooting an issue, I was told three different reasons for the problem, all dramatically conflicting with one another. Hours and hours on hold, misinformation, and confusion on their end was the standard. When I finally spoke to a competent service rep,. my eyes were opened to how bad the provided service had been. Bottom line: this might be an affordable option for grandma, but for families that make calls and that leave the house, its probably bigger to stick with the tired and true big-box companies. I hate to say it, but true. Stay away. Stay far away.

• Review fromDaniel P

  Date: 04/17/2023

  1 star
  I followed what was on the Pure Talk website to determine if my phone was compatible and website stated it was. I ordered the *** card and after receiving it I attempted to transfer my number to the new service. After an hour on the phone with tech support I am told my phone is NOT compatible. My original service is a pre paid ******* plan. I was unable to get my service reactivated online and had to drive to a ******* retail store, after two hours there the representative was unable to reestablish my phone number and I will not be refunded the prorated funds for the 3 weeks of unused prepaid service and had to pay the activation fee and start a new pre paid account. I then called Pure Talk (PURE GARBAGE) and told them what transpired and at least wanted refunded what I had paid them for the *** card. They will not refund me the shipping fee. SO, I lost my phone number that I have had for 4 years, I lost the cost of three weeks of service on my pre paid account, I lost the funds to reactivate a new account and this fiasco started at 5 AM this morning so I lost the day as well. AWESOME job Pure Talk! I can not give Pure Talk zero stars!!!!! I have to give them 1 star just to post this review.

• Review fromBART D B

  Date: 03/21/2023

  1 star
  Dysfunctional customer service and system. To date cannot cancel my 90 year old parents service by phone or email "This is the 3rd notice you have charged XXXX XXXXX account xxx-xxx-xxxx three (4) payments after the account was closed."

• Review fromJerry JIM H

  Date: 02/24/2023

  1 star
  Puretalk is terrible. They will double bill and add extra fees. They will not release phone numbers to transferred to another service provider.

• Review fromBlake B

  Date: 02/23/2023

  5 stars
  We've had great experience with pure talk. Cheap basic service. **************** has been great. Real people answer the phone without crazy wait times and are very pleasant to work with

• Review fromRichard B

  Date: 01/25/2023

  1 star
  They charged me extra fees for no reason. Trying to get it refunded is impossible. They claim they will take the over charge amount off in the next payment.......Not!! The staff providers are usually incompetent. There isnt any person that you talk too actually there to help you is simply they are not smart enough people.

• Review fromLaura K

  Date: 01/24/2023

  1 star
  i don't know if anything can be done, but I do wish to report the dishonesty of Pure Talk.Below is the steps we went through when dealing with Pure Talk. I have many emails from them that I have saved, if you request them.On Dec.7, ordered 2 ***** cell phones and started Pure Talk service.Dec 9- received phones and spent 3 hours on the phone with Puretalk trying to set up .Dec. 12- spent 8 hours with Pure Talk still trying to set up. Told by Pure Talk to return the phones, that the ***** were not compatible.and ordered 2 ******* phones. We had 14 days to return phones from date of purchase.. Told we would receive free postage labels. Dec. 14- sent ***** phones that we paid for -$17.95 without the promised free shipping label. (We were worried about 14 day return time due to Christmas holidays.)Dec. 16 -received ******* phones and ask for credit for $20 postage refund, spent 4 hours trying to set up phones DEc.17- another 8 hours on the phone with Pure Talk only to be told Pure Talk coud not service our location and return phones ASk for postage free labels. Called back to say had not been emailed the shipping labels, told wait one day.Dec. 19 Never received shipping labels and sent back the phones for $20 Dec. 27- Called Pure Talk to discuss refund for ************ and shipping refund.Jan. 4- Called Pure Talk again to ask about Refund Jan 13- Asked to speak to supervisor, ****** to handle my refunds Jan 17- Called PureTalk and asked to speak to ******. We had received a refund which deducted money from each phone and no shipping costs. We spent $850.99 and only received only ******, a difference of *****. Was not allowed to talk to the supervisor and told they closed out my account. So, after all the promises , we are so disappointed and dissatisfied. Any help will be appreciated..

• Review fromPhil M

  Date: 01/20/2023

  5 stars
  I have had pure talk on two phone lines for more than a year and just added 3 more lines more on the last two months. I am an IT manager deal with telecommunications at work and am leaving a review because of the unfair reviews I see from other reviewers. I would like to set the record straight.First of all we moved our account to pure talk from att originally and it was about a quarter the price of what we had been paying so we added a line. Our numbers ported perfectly because we did not cancle our other service first. Att unlocked the device we brought over because we owed no money on it. The used device we got from a reputable refurbisher worked great too. Puretalk is an MVNO on the *** network. This means they resell *** services and use *** towers. As a result I had great service everywhere I did before as a former *** customer, until *** ended 3g support. Of the two phones we had one was no longer compatible and the other needed an update from ******* before it would work. Att didn't give clear advice on supported phones and I talked to pure talk support several times while they worked to help resolve this. They were buried due to many customers with the same issue caused by att, but did their best to help resolve my issues politely and in a timely fashion. They gave us a good deal on a new phone for my wife that was 4g late compatible, and updated the network with the firmware updates for my other phone to enable volte capabilities through the ******* software update. (Many people complain their phones stopped working, unfortunately this is att that made that decision.)More recently after months of grat service I bout 3 more used phones and added them to our account. With the expanded multi-line discount it was cheaper to give all my kids their own cell phone (with parental controls in place) than to get a plain old telephone line here at our house.I have been very happy with pure talk.