Reviews

Review Details

• Review fromKaren M

  Date: 08/21/2024

  1 star
  I wish I had read these reviews before starting down the PureTalk rabbit hole! Everyone is correct, the customer service is terrible, I have wasted several hours of my life that I will never get back just trying to get through to customer service. My first phone call to ********************** was picked up almost immediately, probably because I was a new customer, unfortunately, after that it was all downhill.I am now trying to get the credit for their "new customer guarantee if not satisfied" spiel. This all started mid July and I am still trying to just get my credit from them and be done.
  

  PureTalk

  Date: 08/23/2024

  
  Hello, *****! We apologize for the negative experience youve had with our customer service. We understand that your time is valuable, and we strive to provide efficient and helpful assistance to all of our customers.
  
  Were sorry to hear that youve encountered difficulties in reaching our customer service team. Were committed to improving our customer service processes and will take steps to address this issue.
  
  Although our live agents are happy to assist you, our Support Team is available by contact form at ********************************************** and on ********* Instagram, and ******* social media sites for live chat. -C.H.

• Review fromjack b

  Date: 08/19/2024

  2 stars
  I failed to port my numbers to Pure Talk after purchasing 1 of my phones from them. That phone went to collections without my knowledge or any attempt to contact me about my account. I called ********************** and paid the new phone off and they told me the phone would be off of "suspension" in 24 to 48 hours. When that didn't happen, I called back again and after a very long wait for a representative, a very nice person helped find out that Pure Talk reported the phone stolen and put it on the "Black List". All of this without any attempt to contact me by phone or email. Once they figured out what happened, they put a "ticket" in to have the phone restored. Again, after 48 hours the phone still didn't work. I called back again today and after waiting on a representative for about 15 minutes, they figured out that the "ticket" went to the wrong place (whatever place that is) and sent it to the right place. Now once again I have to wait 24 to 48 hours for the phone to be restored from being blacklisted. The phone was never stolen, I've had it the whole time and no one from Pure Talk ever contacted me about it. The customer representatives I spoke with were all very nice and helpful however it seems there are some inept personnel that do not know what to do in situation like this. Also, once they told me the phone was in "collections" I paid it off. I'm still waiting for my phone to be restored and they owe me for a weeks worth of no service. The only reason I'm giving 2 stars and not 1 is because the customer service **** were very nice.
  

  PureTalk

  Date: 08/23/2024

  
  Hello, ****! We sincerely apologize for the inconvenience and frustration caused by the issues you encountered with your porting and blacklisting. We understand the importance of timely resolution and will do our best to rectify the situation as quickly as possible.
  
  We're aware of the steps taken to resolve the blacklisting issue and have confirmed that the necessary ticket has been sent to the correct department. We anticipate that the phone will be restored within the specified timeframe of ***** hours.
  
  Regarding the charges incurred during the period of no service, we will review your account and issue a credit for the affected days.
  
  We apologize for any delays or misunderstandings that may have occurred. We value your business and are committed to providing you with a satisfactory resolution. Our Support Team is available by contact form at ********************************************** and on ********* Instagram, and ******* social media sites for live chat. -C.H.

• Review fromMarisela H

  Date: 08/16/2024

  1 star
  I have received a defective phone, from ************, this company provide free phone to a qualify people,I was charged 4.99 dollars,according to them,that was the application fee, I did my research, I found out, that they don't charge for the application, I call them, couple time, to request a prepaid label, but they told, I have to pay for the return,and they mention their policy,according to Consumer laws, if the item is defective, doesn't matter,any policy they have, they have to take care of the problem, but they refused to do so. I made the transaction with Lifewireless, the name that appear on my Bank Statement who received the money was Pure talk, they work together, they are stealing from the consumer, because is a free Goverment phone, there is no application fee,they are misleading the consumers, be very careful with this Bussiness,could you imagine, how much they are making charging each individual that need a free phone
  

  PureTalk

  Date: 09/03/2024

  Hello ********! We are sorry to hear that you are experiencing issues with your Life Wireless device.
  
  Life Wireless provides the service and a device for free as a courtesy. The $4.99 fee is not an application fee; instead, it is a warehouse processing fee.
  
  Regarding troubleshooting the device and service, please contact Life Wireless directly at ************ for further assistance.
  
  Thank you for your understanding. *****

• Review fromRobert S

  Date: 08/12/2024

  1 star
  Cannot reach customer support to activate service. Cannot reach customer support to cancel service. They entered my email incorrectly, so online account doesn't work. I feel like this was deliberate to get my money and not provide service. Terrible company.
  

  PureTalk

  Date: 08/16/2024

  Hello, ******! We're truly sorry to hear you had an unsatisfactory customer service experience with **********************. Your feedback is important to us, and were committed to resolving this issue promptly. 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 your feedback. It helps us improve and ensure all PureTalk customers have a positive experience. - A.M.

• Review fromClayton S

  Date: 08/09/2024

  1 star
  **************** is missing the middle name of no.Joined Puretalk over 6 weeks ago, stiil no cell service. Wasted 2-3 hours a day on hold with customer service and have had no response from email complaint.
  

  PureTalk

  Date: 08/15/2024

  Hi, *******! We understand your frustration and apologize for the wait you experienced.  We'd be happy to help you update your account name and get your phone working again.
  
  Updating Your Account Name:
  Log in to your PureTalk portal at ****************************************************.
  Click the "Profile" tab and follow the on-screen instructions to update your name.
  
  Troubleshooting Phone Issues:
  Software Updates: Ensure your phone has the latest software and carrier updates. Follow the steps for your specific device:
  Android: Settings > Software Update
  iPhone: Settings > General > Software Update
  Network Reset: Sometimes a network reset can resolve connectivity issues. Instructions are available here: *******************************************
  
  For further assistance, 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 your patience and feedback. We value your business and strive to continuously improve your PureTalk experience. - A.M.
  

• Review fromBill W

  Date: 08/08/2024

  1 star
  **************** is atrocious. This is not the first time but Im currently on hold approaching 3 hours in aggregate this evening having spoken to two customer service support agents and one tech support agent who SWORE he would call back after he disconnected the call so I could see if the reset he implemented worked - it did not and he did not. I had realized I was not receiving voicemails and the original representative, in addition to resetting my voicemail at their end also suggested resetting my voicemail box ******************** The former did not allow me to access any new voicemails and the latter did not lead to the prompts to reset the voicemail account but only a message that the customer has a voicemail account that has not been set up so no one could leave me a voicemail; fitting since I wouldnt be notified of them or couldnt retrieve them anyway. Since Ive been on hold for hours I can comment on their on hold promotions repeated ad nauseam that they are an **************** with American values and can say that that they do very much reflect the state of the nation. They also tout their low prices and to that Id say that you get what you pay for. Now 3 1/2 hours & still on hold.
  

  PureTalk

  Date: 08/15/2024

  Hi, ****! We understand the frustration you faced with accessing your voicemail. We apologize for the inconvenience and want to get you back up and running quickly.
   
   If you are unable to access your voicemail by pressing and holding 1 or dialing your phone number, we will need to provide you with your voicemail retrieval number. 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 your feedback.  It helps us identify areas for improvement and ensure a smooth experience for all PureTalk customers. - A.M. 

• Review fromMichael D

  Date: 08/08/2024

  1 star
  Wow! After many days and hours of being on hold and agents that are no help at all I am giving up on pure talk. I wasted $236 on a new phone and plan and because they dont recognize my pin they say they cant help me! They always say someone will get back to me in 24 to 48 hours. Doesnt happen.
  

  PureTalk

  Date: 08/15/2024

  Hi, *******! We sincerely apologize for the extended wait time you experienced. We understand how frustrating this must have been and appreciate your patience.
  
  We'd be happy to assist you! 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 your feedback, as it always helps us improve the PureTalk experience. - A.M.
  

• Review fromRobert S

  Date: 08/06/2024

  1 star
  I have been trying all day to get customer service to answer my call. Put on hold every time for long periods and no one came to the phone. This is absolutely ridiculous. I need my number transfer pin so I can switch my number to another provider that has customer service. So frustrating . Would not recommend pure talk to anyone.
  

  PureTalk

  Date: 08/08/2024

  Hello, ******! We sincerely apologize for the long wait you experienced today. We know waiting to get help can be frustrating, and we appreciate your patience.
  
  We can confirm your line ending in 0841 was successfully released to your new carrier on August 8th, 2024.
  
  If you have any questions or concerns, please let us know. You can reach us through our contact form at ********************************************** or live chat is available on social media sites ********* Instagram, and ********
  
  We appreciate your feedback and are always working to improve the PureTalk experience. - A.M.
  

• Review fromAnh H

  Date: 08/06/2024

  1 star
  Please forgive me for the language I'm about to use. I am using these language to show y'all how mad I'm with this LOW CLASS COMPANY call themselves AMERICAN VALUE COMPANY. This company is THE LOWEST OF THE LOW. I have there UNLIMITED PLAN. It's $65 plus taxes it add up to be 80 some. I don't know why are they call it UNLIMITED when they shut off my data whenever they feel please. They always shut it off at the time they close so you can't call until the next day. This SH.T IS F.CK UP. These F.CKING COMPANY doesn't care if people have to work at night. I am a nails tech in the morning and a NIGHT TIME UBER DRIVER just to have enough for my bill and cost of living for my family. At night is when I used it and they FKING TURN IT OFF at the time I needed it. They paid people with influenced to SCAM AMERICANS. AMERICANS VALUE?Whoever OWN this company is a LOWEST of THE LOW SCUMBAG and people get BENEFITS from this company if you don't get out. You are one of them. Their SALE TEAM is fast to pick up But their CUSTOMERS SERVICE. I have to wait for FKING hours IT NOT THEIR EMPLOYEES. It THE F.CKING COMPANY. Ey, THE PURETALK. You aren't AMERICANS VALUE COMPANY you are a F.CKing LOWER LIVE SCUMBAG company.
  

  PureTalk

  Date: 08/08/2024

  Hello, ***! We understand your frustration with the recent customer service experience and sincerely apologize for the inconvenience. We're always working to improve.
  
  Regarding your data plan, our unlimited plans offer 60GB of high-speed data. After reaching this limit, data speeds will slow down to 256 kbps. However, you have options!
  
  Track your data usage: Easily monitor your data through your account portal at www.puretalk.com/account/login. After signing in, head to the "Plan" tab.
  ********* If you need more high-speed data, you can conveniently add it directly to your plan through the same portal under the "Add-Ons" tab.
  Contact us for assistance: Our Support Team is here to help! Reach out through our Contact Form (**********************************************) or connect with us on social media for live chat ********** Instagram, Twitter).
  
  We appreciate your feedback.  It helps us identify areas for improvement and ensure a better experience for all PureTalk customers. - A.M.
  

• Review fromPatricia H

  Date: 08/05/2024

  1 star
  Our phone hold times ranged from 20 minutes to one hour. We have four lines, two phones and two iPads and we were wanting to transfer from ATT to Pure Talk to save money. Dont do it! They screwed everything up and we wasted many hours on six different days **** still dont have service on all of our lines. I have never in my many years had such poor service by people who dont know what they are doing. I am telling everyone that I talk with to stay away from Pure Talk!
  

  PureTalk

  Date: 08/14/2024

  Hello, ********! We sincerely apologize for the extremely frustrating experience you've had transferring your service to PureTalk. We understand that long hold times, service disruptions, and account issues are unacceptable. Your feedback is essential to us as we work to improve our customer experience.
   
   We would like to personally assist you in resolving these issues. Our Support Team is available by Contact Form at ********************************************** and on ********* Instagram, and ******* social media sites for live chat. Thank you for contacting PureTalk! We appreciate your business! -C.H.