Reviews

Review Details

• Review fromDeAnn P

  Date: 07/05/2024

  1 star
  Terrible customer Service. Signed up and paid for a connection with this company and was unable to make the change over from ********************* because contact with Pure Talk to assist with that by phone and or email did not occur, or waited on 'hold for 15 plus minutes more than once. Emails have not been responded to with answers.I requested a cancellation and a refund in June and so far no response to that either.Do not use this company. A friend of mine had the same result last year I am told, now that I have had the problem.
  

  PureTalk

  Date: 07/09/2024

  Hello, *****! We apologize you weren't able to get in touch with **************** and activate your service. We understand the frustration this caused. After reviewing your account, we confirmed your order was cancelled on June 6th, 2024, and a refund was issued to your payment card on June 11th, 2024. You should see the refund reflected within your bank's processing timeframe. If you have any other questions or concerns, please feel free to reply to our email directly. Thank you for your feedback. It's valuable in helping us improve the PureTalk experience for all our customers. - A.M.

• Review fromRK M

  Date: 07/05/2024

  2 stars
  **************** is extremely poor. If you have hours of wait time, great. After connecting, we were put on hold and then our call was dropped 2x. Was our situation resolved??? Guess well have to put more hours in to find out!
  

  PureTalk

  Date: 07/09/2024

  Hello, RK! We understand the frustration of waiting, and we sincerely apologize for the inconvenience.  We'd be happy to help! Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and X ********* for live chat.  Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromClint H

  Date: 07/01/2024

  3 stars
  Great plans but absolutely horrible customer service response time. They advertise that we can trust them. Yes. Trust that itll take forever to get them to answer. The on hold voice repeats, were experiencing higher than usual call volume. Not true. Rather, were understaffed for the number of calls we get and dont have qualified help to provide you a decent response. This is nuts. Yes they are quite a bit cheaper but this comes at a great cost if you ever need to speak to someone. Unless you have an hour or so to burn. Not fun.
  

  PureTalk

  Date: 07/05/2024

  Hi, *****! We understand the frustration of long hold times, and we sincerely apologize for the inconvenience. We're actively working to reduce wait times and get you connected to a representative faster. While our **************** team is always happy to assist you by phone, we are also available through our Contact Form at ********************************************** and social media sites ********* Instagram, and X ********* for live chat. We appreciate your patience and feedback. It helps us continuously improve your PureTalk experience. - A.M.

• Review fromCynthia W

  Date: 06/21/2024

  1 star
  I signed up, paid and then never heard from anyone. I tried calling, never got through day on hold for a very long time on each of my 4 attempts to connect with their ***************** Tried submitting my questions via their online contact form, it found issues with the alphanumeric communication typed up, I searched and searched and found no issue with my communication and their input parameters. So I cant seem to get a hold of them. Maybe Ill get off only losing my money, maybe theyll never establish my account with them, so Ill stay where I am. But this isnt how you do business or attract customers!!!
  

  PureTalk

  Date: 06/26/2024

  Hello Cy! Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration you've encountered trying to reach our customer service team and establish your account. This is certainly not the impression we want to leave on new customers.
  
  We understand your time is valuable, and long hold times are unacceptable. We're actively working to improve our call center wait times and would appreciate the opportunity to rectify this situation.
  
  Here are a few ways we can help:
  
  Call us back: If you're still interested in switching to PureTalk, we recommend calling us again at ************ during off-peak hours (mornings and evenings tend to be less busy).
  Online: The eSIM and plan may be activated online at *****************************************************.
  Contact Form: **********************************************
  Live *************** Instagram, and ******* (search for PureTalk)
  Phone: 1-************
  
  Thanks for your feedback! We appreciate you choosing PureTalk.
  
  We value your business and hope you'll give us another chance to demonstrate the quality and affordability PureTalk offers. -C.H.

• Review fromJoseph W

  Date: 06/16/2024

  1 star
  We just arrived in remote ***** and we knew there was no cell service but last year our phones from ******** would work using WiFi on our Starlink system (This was the reason in buying Starlink). Both of our phones will not work using the WiFi from Starlink because of Puretalk requiring a Mobile connection. Both of our phones will not work using the ** parks Starlink WiFi either so its not just our Starlink. We could only send emails to Puretalk about this problem and after 5 days we have not heard anything back from them. Called customer service and was transferred to a tech. She said to turn OFF the WiFI connection from Starlink and see if we still had any internet! I told her that is the only way we get the internet and supposedly **** calling. She said that it was a Starlink Problem and not theirs. When we try to call someone an information box comes up and says that we have no mobile service even though WiFi calling is selected. Tried to pull the **** card and make a call but Purtalk has the phones locked out of WiFi calling internally.. Puretalk ads speak highly of using a WiFi connection to make calls but they say nothing of needing a mobile connection to do so. The phones are now worthless for our remaining 4 months unless we go back to ********
  

  PureTalk

  Date: 06/17/2024

  Hi, ******! We understand the inconvenience caused by your recent inability to access service while connected to Starlink. We apologize for the disruption and want to ensure a swift resolution. We have verified that we responded to your emails with troubleshooting steps on 06/13/24 at 10:04 AM, 11:48 AM, and 2:18 PM EST. Please be sure to check your spam/junk folder as our emails may have been filtered from your inbox. Here are the steps we provided:
  
  Android
  1. Connect to Wi-Fi and go to Settings > System or Software update > Check for updates to check if updates are available.
  2. Go to Settings > System or ****************** > Advanced > Reset options > Reset network settings.
  3. Go to www.puretalk.com/data and follow the instructions to update your APN settings.
  
  If you need further troubleshooting assistance, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and X ********* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromTimothy M

  Date: 06/13/2024

  1 star
  If I could give a score of ZERO I would. I am going to do everything I can to get a hold of *********************** (commercial spokesperson) to let him know how bad PureTalk customer service is. He may not want to put his reputation on the line when the horrible customer "NO SERVICE" is exposed. There is another part of the country that we needed to be in to take care of older parents, and the PureTalk service we had in that area was very "iffy" to be nice. Even the Pure Talk Tech Support said there is nothing they could do to improve the "service", and he even tried to blame the (large competitive) companies that owned the towers nearby. You want to hear incompetence? So, to try and fix the issue, they said they needed to turn off the phone service to our phone number for brief period and then they could fix it. Well, they did exactly what they said, and "click" our number during the call and phone service was GONE! So, my wife had NO Service and could not call anybody! So, I (Hubby) was 12 hours away and tried to call PureTalk and told them the situation, well they demanded that she needed to be on the phone to verify. (????) really? (Wife and I had to communicate thru messenger to figure out what was going on) So, we are trying to switch over to V, and during that process V was given a "bogus" Transfer Pin from the ********************** to port our number over to V. Well, my review checkers, that's called "LYING" and should be FINED by the **** So, we are now stuck, because Pure Talk will not talk to hubby (me), and we cannot remember our passwords and pin numbers and they are able to charge our auto pay at their leisure, and they already have. do yourself a favor, DON'T SIGN UP FOR PURE TALK!
  

  PureTalk

  Date: 06/14/2024

  Hello, *******! We're sorry to hear about your experience with your PureTalk service and porting your number to a new carrier. We understand your frustration and sincerely apologize. At PureTalk, we strive to deliver exceptional customer service and regret if your experience falls short of our high standards.
  
  Outdoor coverage may vary from indoor coverage and may be impacted by local terrain and structures. You can help improve your service by installing the latest software and carrier updates and ensuring your network settings are correct. For instructions to reset the network settings, you may visit *******************************************.
  
  To ensure account security, we require the account holder's presence when contacting **************** for verification purposes. If you are not listed as an account holder, we cannot make any changes or release any information.
  
  We see that your port out request was denied due to an incorrect ***. You can locate your *** through your account portal at ******************************/account/login. After signing in, select the Profile tab. Additionally, you can add yourself as an authorized account holder within the same section.
  
  We see that you couldn't verify the *** on the account and an email was sent to our Loss Prevention team. An agent will reach out to you to assist you with your *** recovery so you can transfer to a new carrier.
  
  We appreciate your understanding and patience during this process. Should you require further assistance prior to receiving a response from our Loss Prevention team, please do not hesitate to reach out to us using the Contact Form at **********************************************. We're also available on social media sites ********* Instagram, and X ********* for a live chat. - A.M.

• Review fromSteven H

  Date: 06/12/2024

  1 star
  Worst phone carrier ever. DO NOT EVER USE THIS COMPANY. They advertise the great network coverage and great customer service.NONE OF THESE ARE TRUE.Last experience I had was I was driving on some back roads and my phone all of a sudden stopped working. They dont accept calls even for support after 8 pm. So I had to wait until the next morning and then I was on hold for TWO HOURS.The lady who answered the phone was extremely rude. Asked for a *** number so I asked where I could find the *** number and she wouldnt even let me know where to find it!!!!!!Then she literally hung up on me after I was hold for two hours.They state it is an unlimited data plan but then it states you only have a set amount of data?I am going to speak to an attorney about this. They are a sham of a company.
  

  PureTalk

  Date: 06/14/2024

  Hello, ******! Thank you for bringing your recent experience with PureTalk to our attention. We sincerely apologize for the inconvenience and frustration you encountered, especially with network coverage, customer service wait times, and the *** issue.
  
  Network Coverage: We understand your frustration with losing service on back roads. PureTalk utilizes the AT&T network, and while coverage is extensive, there can be occasional gaps, particularly in rural areas. We are constantly working to improve network coverage and apologize for any inconvenience this may have caused. 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.
  
  Customer Service: Our wait times are typically lower than two hours, and we are sorry you experienced such a delay. We are committed to providing excellent customer service and appreciate your feedback. We are actively working to improve our staffing levels to ensure faster response times.
  
  *** Number: We understand your confusion regarding the ***.  You can retrieve your *** through a secure verification process to protect your account information by logging into your Customer portal.  For security reasons, we cannot share *** details over public forums.
  
  Data Plans: Our unlimited data plans prioritize high-speed data for a generous amount of usage each month.  After this allotment is reached, data speeds may be reduced for the remainder of the billing cycle.  We offer a variety of data plan options, and a customer service representative can help you choose the plan that best suits your needs. 
  
  If you have any further questions, our Support Team is available through our Contact Form at ********************************************** and on social media sites ********* Instagram, and X ********* 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. -C.H.

• Review fromJenifer M

  Date: 06/05/2024

  1 star
  Pure Talks solution to someone hacking into my account was to shut our phones off for 2 days until we received new Sim cards. We received no notice or info because they couldn't decipher between me, the actual customer, or the hacker. Now two weeks later we want to switch to another cell provider and they won't port out our numbers. **************** won't talk to me and the loss prevention **** (that I was told was the only contact I would be able to communicate with) does not respond to my emails. My hands are tied as I don't want to get a new phone number and shouldn't have to!
  

  PureTalk

  Date: 06/07/2024

  Hi, *******! Account security is our top priority and we're sorry to learn that yours was compromised. We understand this can be frustrating, and we sincerely apologize for any inconvenience it's caused. Our Loss Prevention team contacted you on June 6, 2024, to assist. They have given you a direct contact phone number in case you need further help. Your feedback is always valuable to us, as it helps us improve PureTalk's security measures. - A.M. 

• Review fromStanley J P

  Date: 06/05/2024

  1 star
  Terrible company to deal with in my opinion. I had service with this company for app 18 months and I will admit it was not too bad. My issues stem from a change of location due to a move. The service in my new location was not adequate, dropped calls, text messages not going through etc.I ended up going to another carrier with better service. When I tried to rool over my number Pure talk would not release it to my new carrier, they say it was due to an address issue ?? I had spoken with a Pure Talk representative on 3 different occasions and we had discussed the address and was told all 3 times that the number would rool over in 3 to 5 days which never happened. Finally after about 6 weeks and 4 stops to my new carrier we were able to get it rolled over, then to top it off I was billed that same day for the next months service. I tried to get a return of my monthly fee and was told it would take 3 to 5 days for it to happen. Well it never happened and then I was told they have a no refund policy if the bill is paid before the number is rolled over?? Interstingly enough this all happened 2 hours after I finally got the number rolled over but they tell me it was rolled over after the payment was made?? It took 6 weeks to get it rolled over and they say it was my new carriers faukt?? How can that be if they will not release the number ??Honestly, worst company I have ever dealt with and woukd not recommend them to anyone.
  

  PureTalk

  Date: 06/07/2024

  Hello, *******! We sincerely apologize for the inconvenience you experienced during your recent service and porting process to a new carrier. We understand this fell short of the exceptional customer service we strive to provide.
  
  We are pleased to inform you that your refund request for $25.00 has been approved on June 7, 2024. Please allow 3-5 business days for the refund to reflect on your bank statement.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our *************************** at **************. We appreciate your feedback, as it is invaluable in helping us continuously improve the PureTalk experience. - A.M.

• Review fromLinda D

  Date: 06/04/2024

  1 star
  Absolutely the WORST business experience ever. They billed me for 2 accounts. I am one person with one phone. They NEVER activated service. Took almost one month to get one account refunded. By that point I just wanted to be free of PureTalk!! They were rude.. talked over me as I was trying.. in vain.. to unravel the problem because they clearly had no clue. My previous carrier deactivated my account& because ********************** never activated my phone, I was left WITH NO PHONE SERVICE. I have a disabled child. I need my phone. I spent 2+ hours on my landline trying to get back to my original carrier. I stayed on the line while they called PureTalk FIVE TIMES trying to get my line with them released. My agent said that is known as the Punishment Hold.They deserve No StarsWhat a nightmare!
  

  PureTalk

  Date: 06/05/2024

  Hello, *****! We're truly sorry to hear you haven't had the best experience with PureTalk. We take customer service very seriously, and we apologize we haven't met your expectations.
  
  We've confirmed your phone line was successfully released to your new carrier on May 29th, 2024. We've also issued refunds for both your accounts.
  
  If you have any questions about the transfer or the refunds, or if there's anything else we can help you with, please don't hesitate to call our **************** team directly at **************.
  
  We appreciate your feedback and will use it to improve the PureTalk experience.- A.M.