Reviews

Review Details

• Review fromThomas B

  Date: 10/22/2024

  1 star
  Wanted to purchase a phone thru Pure Talk. Denied. Reason given:Security protocolsNo reason or opportunity to correct Most unhelpful and very disappointing I will be leaving Pure Talk to a more customer friendly company
  

  PureTalk

  Date: 10/23/2024

  Hello, ******! We understand being denied for in-house financing is frustrating. Our program uses a different approach than traditional credit checks. Therefore, several factors might have played a role in the decision.
  
  While we can't share specific details due to security measures, we want you to know your options. We also offer financing through our trusted partner, ******, and you can apply with them at checkout. Alternatively, you can choose to pay the device in full. You may order a new phone through your account portal at **************************************************************************. After signing in, select the Upgrades tab and choose your line from the drop-down menu.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.
  

• Review fromLindsey H

  Date: 10/16/2024

  1 star
  I was looking forward to switching over to Pure Talk but that changed quickly. I started service on 10/5/24 with 3 lines that I needed 2 *** cards and 1 E*** for. I received a package from Pure Talk that contained 1 *** card. I contacted customer service and was told the other card wasnt processed and I would need to get a refund and the pay the line again to get another card. So I did. The *** card I did get wouldnt work and I talk to technical support for 3&1/2 hours and couldnt get it fixed. I canceled my service on 10/9/24 and the customer service agent said I would get 4 refunds total and to check back within a week to make sure everything was good. I called customer service on 10/11/24 and was told all the refunds were pending and just waiting on the bank to replace it back. Today 10/16/24 I received I refund and I called the bank to check if there is any refunds pending on their end and I was told no that it is on Pure Talks end. I contacted customer service and I was told the other 3 refunds were done wrong and a work ticket was submitted and I would hear something back in ***** hrs via email. I just want my money back like I was told and tired of each time I call I get told something different each time . Please Beware of this company!
  

  PureTalk

  Date: 11/11/2024

  Hello, *******! We understand your frustration with the delay in your refund. We sincerely apologize for any inconvenience this may have caused.
  
  Our team is actively working to resolve a temporary system issue that is impacting refunds. We appreciate your patience as we work diligently to restore it.
  
  As soon as the issue is resolved, your refund will be processed and applied to your original payment method.
  
  If you have any further questions or concerns, please dont hesitate to contact our *************************** at **************. - A.M.
  

• Review fromDonna S

  Date: 10/14/2024

  1 star
  The customer service was not good. It takes forever to talk to an agent. The most disappointing factor was how slow the speed became after awhile and there is nothing you can do about it.
  

  PureTalk

  Date: 10/21/2024

  Hello, Donna! We sincerely apologize for the extended wait time you experienced reaching Customer Service. We understand how frustrating this must have been and appreciate your patience. 
  
  Once you reach your allotted high-speed data, the speed throttles to 256 kbps. You may view your data usage through your account portal at www.puretalk.com/account/login. After signing in, select the Plan tab. Your high-speed data will automatically reset on your next bill date. You can add data to your line by selecting the Add-Ons tab and choosing Cellular Data. 
  
  Thank you for your feedback. It helps us identify areas for improvement and enhance the PureTalk experience for everyone. - A.M.
  
  

• Review fromDenise R

  Date: 10/10/2024

  1 star
  I easily switched to PureTalk but when I started my service and realized I do not have reliable internet, getting help is impossible. I have called multiple times which takes hours of my time. They go through their scripted response, tell me they can't help me, and pass me on to the next person, who also goes through a scripted response and says they can't help me. Each person asked me the same questions over and over. Why when I was just transferred to you by someone in your company who they know also asked me the same questions. I contacted them through written channels telling them the problem and their response was nothing to do with the actual problem I was having. I responded to their response and never got another response. I really wanted to support a veteran owned and run phone service but I am ready to go back to my old service (if I can get PureTalk on the phone to cancel my service.) This is absolutely ridiculous that a company cannot give better support than this. PureTalk, LOOK AT YOUR AVERAGE CUSTOMER REVIEW ************ OUT OF 5. SHAMEFUL!
  

  PureTalk

  Date: 10/14/2024

  Hello, Denise! We apologize for the frustration and inconvenience you've experienced with our customer support. We understand how important reliable service is, and it's disheartening to hear that your experience has been less than satisfactory.
  
  We've taken note of your feedback regarding the difficulty in reaching our customer support team and the repetitive nature of the questions asked. We're actively working to improve our processes and ensure that our customers receive the timely and effective assistance they need. 
  
  To cancel service you must speak to a live agent,  please contact our Customer Service department by dialing 611 from your PureTalk device or by directly dialing 1-877-820-7873.
  
  Thank you for your feedback, as it has always helped us to improve the Pure Talk experience. -C.H.

• Review fromScott D

  Date: 10/04/2024

  1 star
  Pure Talk Mobile claims to be a budget-friendly carrier, but any savings come at the cost of your sanity. Their customer service is abysmal. I ordered services for five phones, carefully providing IMEI and EID numbers. When I called to activate after 24 hours, they needed more information that wasnt mentioned before. After gathering that, I called back only to be told they needed even more. This process repeated four times, and by then I was understandably furious. Forget speaking to a managerthey dont exist here.After finally getting our numbers ported, theyd mixed up my wife and daughters phones, and mine wouldnt even work. They somehow got two phones right. Four hours of pointless calls later, they said, "Youll have to call tech support tomorrow."And don't even get me started on their so-called "patriotic" branding. It's a shallow gimmick, and it's insulting. Wrapping yourself in a flag doesn't excuse treating your customers like garbage. It's the telecom equivalent of putting lipstick on a pig. No amount of flag-waving is going to make up for the fact that they treat their customers like an inconvenience instead of a *********** short, if you value your time, your money, and your sanity, **stay far away from Pure Talk**. This is a company that thrives on making your life miserable the second you need actual help. They promise the world but deliver nothing but headaches. Save yourself the agony and go with literally anyone else.
  

  PureTalk

  Date: 10/08/2024

  
  Hello, *****! We are truly sorry to hear about your recent experience with our customer service and porting process. We understand your frustration and value your feedback.
  
  To address your concerns, we have added a one-time courtesy bill credit of $69.26 to your account, effectively providing a free month of service. We will also review the specifics of your case to identify areas where we can improve our processes.
  
  Thank you for your feedback, as it has always helped us to improve the PureTalk experience. -C.H.

• Review fromJohn V

  Date: 09/12/2024

  1 star
  PURETALK is useless when emergency During hurricane Franecine Sept 11 2024 no cell service yet our ******* and ATT phones work ******** hear all the hype about how they use same towers as the big guys, they don't tell you that your kicked out or denied during emergencys. I am a Veteran and senior citizen and so disappionted I went with them
  

  PureTalk

  Date: 09/13/2024

  Hello, ****! First and foremost, thank you for your service. We are truly sorry to hear about the difficulties you experienced with PureTalk's service during Hurricane ********. It's incredibly frustrating when a service you depend on fails to perform during times of crisis.
   
   We understand your disappointment and frustration, especially as a veteran and senior citizen. We value our customers and strive to provide reliable service, even in emergencies.
  
   In case of any future emergencies, here are some basic troubleshooting steps that may improve your signal. Be sure your device uses the latest software and carrier updates by connecting to Wi-Fi and going to Settings > Software Update or Settings > General > Software Update. 
  
   Your network settings may need to be reset. For instructions, visit www.puretalk.com/data.
  
  You may also contact our **************************** by dialing ************** for further assistance.
   
   Our Support Team is available by contact form at ********************************************** and on ********* Instagram, and X ********* social media sites for live chat. We appreciate your feedback! -C.H.

• Review fromTerri G

  Date: 08/29/2024

  1 star
  I was helping my dad change to puretalk from another carrier. Several phone calls and super long hold times. I was told they couldnt port his number because there was an issue with his address. After several days of my dad being without a phone I called back and said to cancel and refund his money. Now 3 months later my dad calls me to tell me puretalk has been billing him for three months. I called puretalk and supposedly the only phone call they can find is the one saying to port the number not the one to cancel it. They see that I canceled the plan but I guess you have to say to cancel the number too. Can you have a number without a plan???? Since she canceled the account today, when I asked her to see if he made one phone call on the puretalk plan she said she couldnt because she canceled the plan. All she could talk about is their policy. Well their policy is stealing money from a 83 year old veteran!
  

  PureTalk

  Date: 09/03/2024

  Hello, *****! We sincerely apologize for the inconvenience you and your father experienced with PureTalk. We understand how frustrating that can be, and we want to do everything we can to make it right.
   
   Please email us using the Contact Form at ********************************************** and include your PureTalk phone number. We're also available on social media sites ********* Instagram, and X ********* for a live chat. 
   
   Thank you for being a valued PureTalk customer! We truly appreciate your business and hope to hear from you soon. - A.M.

• Review fromKathy V

  Date: 08/21/2024

  1 star
  3x have called in 2 days to be on hold for 1* hours only to be disconnected. When I have reached someone they cant hear me because Im breaking up, hence the reason Im calling for help. I then get transferred to technical support and then sit on hold eventually to be disconnected. I called last week for same reason which was not corrected and then they send me a new SIM card, no instructions and no idea why. It cant be installed because i already have an account. This company is the WORST!!! I continue to only be able to operate in SOS which you cant make calls from and Im not able to access any apps like FB, news reports, anything.
  

  PureTalk

  Date: 08/23/2024

  
  Hello, *****! We apologize for the ongoing issues you're experiencing with your PureTalk service. We understand the frustration and inconvenience this must be causing, and we are committed to resolving these problems as quickly as possible.
  
  We've received your feedback regarding the difficulty in reaching our customer support team and the technical problems you're encountering. We will investigate these matters thoroughly to identify the root causes and implement necessary improvements.
  
  Regarding the new SIM card you received, we apologize for any confusion. It seems our Customer Support team ordered a new SIM to address the service issue you are experiencing. To activate the new SIM card please contact our *************************** by dialing 611 from your PureTalk device or by directly dialing **************. -C.H. 

• Review fromKayla L

  Date: 08/21/2024

  1 star
  I was going to leave Tmobile for Puretalk because they only employ Americans. So I called and was told I had to buy my phone because I didn't qualify for payments. This was weird because I have good credit and always qualified at every other carrier. So I paid for the phone in Full $890 and was waiting for the phone. After 5 days they sent an email that said they couldn't send it until I sent my ID. The craziest part of the whole transaction was that when I had a problem and called all I wanted was the phone I paid in full for. When you call their number and hit #1 (current customer) they leave me on hold for over 30 minutes on 3 different calls, but when you call and hit option #2 (Not a customer/SALES LINE they answer in 10 seconds. This is a pathetic practice I guess you only get to talk to someone when you want to buy something. It figures they would shout ALL American then have the worst customer service of any carrier GOOD LUCK back to TMOBILE for this customer they always answer my calls. *********
  

  PureTalk

  Date: 08/23/2024

  
  Hello, *****! We apologize for the negative experience you had with PureTalk. We value your business and are committed to providing excellent customer service to all of our customers.
  
  We understand your frustration with the phone payment process and the delays you encountered. We will investigate this matter further to ensure that our policies and procedures are clear and efficient.
  
  Regarding the customer service hold times, we apologize for any inconvenience this may have caused. We are working to improve our call center operations to reduce wait times and provide a more satisfactory experience for our customers.
  
  We appreciate your feedback and will take steps to address the issues you've raised. Thank you for choosing PureTalk, and we hope you'll reconsider giving us another opportunity to provide you with a better experience. -C.H.

• Review fromCHERYL DAWN A

  Date: 08/21/2024

  1 star
  My cell phone was stolen on Thursday, 8/15 in ******************, **. I called to report loss and to request a new phone. After waiting 40 minutes I was connected to **. She listened carefully, took all of my identifying information and asked for my PIN #, I provided her with the only PIN # for this account I have ever had. She was able to open account and sold me a new ******* Galaxy A15 5G. She promised delivery by Tuesday and I received phone on Monday, 8/19/24. When I started the activation process I called the ******* for assistance as I was having difficulty getting through the process. Your company did not recognize me. I asked the ** who answered after another 30 - 40 minute hold and was told my PIN was inaccurate and they could not open my account. Keep in mind that 3 days prior the same PIN was good enough to get into my account and allow them to sell me a new cell phone but today it was no good. I was referred to many other options in order to access my account and to activate my phone. NONE OF THEM WORKED.Yesterday, 8/20, I made multiple calls trying to get help, I have yet to get any help. I still have no working phone yet I continue to pay your monthly service fee and I have just bought a new phone from you which your system will not allow me to activate. I was promised by 3 different ** folks that I would receive a return phone call from someone in authority or in the *************** who would make this happen. To date, no response from PURE TALK. To say I am dissatisfied would be an understatement. I am an old lady of 80 years and I have been a good PURE TALK customer who sent many of my friends to your product and service because I believed in your Patriotic pitch. My husband was a veteran and recently died. This world is complicated, can't anyone from Pure Talk call me back and correct this error on your part? I remain without a phone. Email me please as I have no phone. You have my email address.
  

  PureTalk

  Date: 08/23/2024

  
  Hello, ******! We sincerely apologize for the frustration and inconvenience you've experienced following the theft of your phone on August 15th. We understand how important it is to have a working phone, especially for those who rely on it for communication and daily tasks.
  
  We ask that you please reach out to our *************************** for further assistance concerning this matter. You may contact Customer Support at ************** from an alternative device and ask that the issue be escalated to management. Thank you for your feedback, as it has always helped us to improve the PureTalk experience. -C.H.