Reviews

Review Details

• Review fromJENNIFER H

  Date: 06/04/2024

  1 star
  April 2024, I decided to switch from my previous phone plan to Pure Talk because I felt it was a much better value. After doing a great deal of research online and speaking to one of your customer service representatives, I was told I could switch using my ******* Galaxy S9. I spoke in depth with someone from Pure Talk on the phone about switching and being able to use my existing phone. I was assured that there would be no problem. When the Sim card from Pure Talk arrived, I followed all the directions, aided by someone at your helpdesk. Everything seemed to be fine. However, I soon realized that I was unable to make or receive phone calls. I spent another hour the next day with another person at the helpdesk only to discover that my S9 was actually incompatible/ outdated and that I needed to upgrade my phone. When I called customer service, I was informed that it was too late to avail myself of the special offer of $50 for a new phone because I had already activated the *** card. There was NOTHING WE CAN DO. I find this to be an egregious and outrageous offense. I was forced to spend $190 for a new ******* A14 in addition to the previous purchase of the Sim card. If I had been informed at the outset that my Galaxy S9 was too old to be compatible with the Sim card, I would have been able to buy a new phone for $50 ahead of time, instead of spending almost a week with no ability to make or receive calls and ultimately being forced to spend $190 for a new phone. Pure Talk should be able to honor the $50 cost for a new phone and a new customer under such circumstances. Hopefully I have sufficiently expressed how incensed I am by this entire situation and Im sure you will understand why I cannot recommend Pure Talk and it's services to anyone else. Indeed, I will be openly and actively cautioning anyone against switching to Pure Talk and its services going forward. ***************************
  

  PureTalk

  Date: 06/06/2024

  Hi, ********! We're truly sorry about the confusion regarding your phone's compatibility and the Instant Phone Discount. We understand this has been frustrating, and we apologize for the inconvenience. To show our appreciation for your patience, we've added 2 free months of service to your PureTalk account. 
  
  You may order a new device through your account portal at www.puretalk.com/account/login. After signing in, select the Upgrades tab. We offer flexible financing options, both in-house and through Affirm, our trusted partner.
  
  If you have any questions or concerns, feel free to call our *************************** at **************. Thank you for your feedback. It helps us continuously improve the PureTalk experience for our valued customers. - A.M.
  
  

• Review fromDennis W

  Date: 05/22/2024

  1 star
  Unethical sales practices! I am disappointed in this touted ***************************** without phone recording records I cant prove this. I am fairly and almost certain I asked questions pertaining to issue, during the sales call, I now experience. I wonder if CEO knows how sales **** is run? Issue copy and pasted: "It's a mobile virtual network operator (MVNO) and has no contracts or hidden fees. While all Pure Talk coverage plans are unlimited, data speed slows notably once you've reached your monthly allowance. You can cancel at any time or talk to the company's customer service representatives if you have questions.Again sure I asked about that. I was in sales and usually ask such questions that *** not be revealed noticeably by sales person." My opinion is I was hornswaggled. That's deceived. If it were only the $ for the service I was out it I would not be posting this complaint But we purchased two Iphones when singing up. Major upfront expense. As I said I have been in sales multiple times and multiple products or services. I KNOW most sales **** mgrs teach and encourage how to keep details from being known. How to shadow answer a question or avoid it. Maybe not right out lie but subtly deceive if necessary. Bottom line is sales goals and commissions. I never could sale this way. I was raised with a conscience and anyone spending $$ while trusting me was treated much better. I would rather lose a sale being honest than gain many being borderline. I would even share any negatives before hand Why? SO my customer retention rate would be very high. Noone could say "The salesman didn't tell me that" or "I asked but they still didn't answer or lied" BOTTOM LINE: Very disappointed that a touted **************************** would not be more transparent! This is the new America and I don't like it one bit
  

  PureTalk

  Date: 05/28/2024

  Hello, ******! We apologize that the salesperson you spoke with didn't mention that data speeds slow down to 256 kbps after you reach your high-speed limit. You can easily track your data usage and add more data to your plan anytime through your online account portal: ****************************************************. Just sign in, go to the "Plan" tab, and you'll see the options.
  
  We value transparency and are reviewing your initial sales call to ensure clear communication. For your reference, your phone numbers were successfully transferred to your new carrier on May 24, 2024.
  
  Please don't hesitate to contact our *************************** at ************ if you have any questions or concerns. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromEddie C

  Date: 05/20/2024

  1 star
  A friendly WARNING: Do not do business with this dishonest company. I was one of the early sign-*** back when this company began, and I thought the "lower cost" was great. Then I started having problems with random disconnects and poor audio quality, and was unable to get through to PureTalk's customer service; I was put on hold for over 30 minutes on several occasions without ever getting through. In addition, the first time I did get through (after a 45-minute wait), the service person could not address any of my questions; the guy was a complete idiot.The last straw was this morning, when I got an email from them indicating there was a problem with my auto-billing. After being put on hold for 45 minutes, I was finally told I had to call back because they couldn't take my billing information at the moment due to system problems.This company is a joke...and the audio quality was NEVER crisp and clear like the bigger carriers. Do yourself a favor, and stay away from this loser.PureTalk *****.
  

  PureTalk

  Date: 05/28/2024

  Hello *****! Thank you for contacting PureTalk. We sincerely apologize if your experience hasn't met the high standards of customer service we strive to deliver.
  
  We'd appreciate the chance to learn more about your situation and work towards a resolution. To best assist you, we recommend contacting us through the Contact Form on our website at **********************************************. This allows us to securely access and review your account details.
  
  We value your feedback and appreciate you bringing this to our attention. It helps us continually improve the PureTalk experience for all our customers. -C.H.

• Review fromMark D

  Date: 05/14/2024

  1 star
  I just returned home after almost 3 weeks in *****. I would type out a detailed list of my experience with the customer service representatives, but space is limited. My problem was, I was only able to make 1 call via cellular network, and that was the first day of arrival. Could not make or receive a call after that via cellular network. I was able to make calls via wifi while in the hotel only. The customer service representatives were all pleasant, but not helpful in the least. Each one gave me slightly more/different info than the previous one. Spoke with 6 different people. Put in 2 different tickets, with no success. (nothing was actually done, as they first wanted my exact address, and closed the ticket, and the second one wanted the exact time of my call). Between the time spent calling them, average 1 hour 6x plus 30 minutes calling on a Sunday with no answer, the extra minutes on my wife's phone charges, and adding money to international roaming and international data ( which I could not use), any cost savings to this point are gone and I am in the hole. Do yourself a favor, save yourself the frustration, time and cost and go somewhere else!**********
  

  PureTalk

  Date: 05/17/2024

  Hello, ****! We're so sorry to hear you weren't able to use your service in *****. We know how frustrating that can be, and we apologize for any inconvenience it caused. To show our appreciation for your patience, we've added a $60 credit to your account for next month's service. If you have any questions or details you'd like to share about the issue, our Support Team is here to help. You can reach them through our contact form: ********************************************** or live chat on ********* Instagram, and X ********** Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.
  

  PureTalk

  Date: 05/23/2024

  Hello *****,
  Thank you for contacting PureTalk. We sincerely apologize if your experience hasn't met the high standards of customer service we strive to deliver.
  We'd appreciate the chance to learn more about your situation and work towards a resolution. To best assist you, we recommend contacting us through the Contact Form on our website at **********************************************. This allows us to securely access and review your account details.
  We value your feedback and appreciate you bringing this to our attention. It helps us continually improve the PureTalk experience for all our customers. -C.H.

• Review fromGlenn G

  Date: 04/28/2024

  1 star
  I was sent a cell phone from Puretalk that has been nothing but trouble. Each time I contact CS it takes anywhere from 3-5 calls to find out they are of no help! During those numerous calls the Rep doesn't allow me to complete a sentence without interrupting. All they do is give me instructions as what to do then blame it on my incompetent and refer me to ******** They have done ABSOLUTELY NOTHING to resolve the issue. - often sending me into the automated system which gives me someone else who can't solve any issue. Or through the system only to have the call dropped altogether. If you tell them they don't want to do business with them they say I will be immediately charged with the remaining balance on my phone unless I have been with them for 30 months at which time my phone is paid in full! But they hide the fact your in a 30 month contract with them. They are absolutely worthless. It always seems like I work for them rather than the other way around!
  

  PureTalk

  Date: 04/29/2024

  Hello, *****! This is definitely not the experience wed hope for you to have. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. We're committed to resolving your issue, and an agent will be reaching out to you shortly to provide further assistance. Per your 30-month conditional sale agreement, you must maintain service for the entirety of the agreement. If you cancel service before 30 months, you will be required to pay the remaining subsidy balance in full. You may view your agreement through your account portal at www.puretalk.com/account/login. After signing in, select the Plan tab. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromThomas F

  Date: 04/18/2024

  1 star
  Got the Promo for a new iphone puretalk sent in a new phone that was broken, sent the phone back, called "customer service" waiting 30 plus minutes each call find out nothing always telling me they can't get a hold of the warehouse. Now I am out 350 bucks. This has been going on for the passed 6 months.
  

  PureTalk

  Date: 04/19/2024

  Hello, ******! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies for the wait time you encountered and for the inconvenience this caused you. We have reviewed your account and see that your refund was posted to your payment card on 04/18/24. Please allow 3-5 business days for the refund to appear on your statement. 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 fromCF F

  Date: 04/08/2024

  1 star
  ************* was not working properly and when I contacted CSR to explain the service got only worse coincidence?? Called multipule times ,finally gave up tried to switch to a different company , but they would give me bogus transfer pin number so I couldnt switch to a different carrier... Truelly AVOID this nonsense..
  

  PureTalk

  Date: 04/10/2024

  Hello, ***********! We're so sorry to hear about your experience with PureTalk, as this is not the experience we'd hoped for you to have. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. After reviewing your account we like to confirm that your phone number transfer request is completed as of today 4-10-2024. We regret that you've left PureTalk! We hope you try PureTalk again in the future if we can better suit your wireless needs. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.B.

• Review fromJonathan B

  Date: 04/01/2024

  5 stars
  Called today to switch one of my numbers to Pure Talk. People were very nice and knowlegeable. Here is one thing I would like: Please have PURE TALK work in ******. My family and I travel there several times a year and I'd switch all my **** numbers to Pure Talk if you works there. Thanks...
  

  PureTalk

  Date: 04/03/2024

  Hi, ********! We're thrilled to hear you had an excellent customer service experience, as this is our top priority. We're always working to improve and expand our service. Please check back to our website at ************************************************************ for future updates regarding our international roaming service. Thank you for your feedback and for being a valued PureTalk customer! We truly appreciate your business! - A.M.

• Review fromJames W

  Date: 03/29/2024

  1 star
  Pricing was good and exciting. Pure Talk customer service agreed that my phone would work on their network. Started getting missed texted messages and "no subject" texts. One night for 12 hours I could not call out or get calls or text messages. **** worked fine. I was travelling and it was very VERY bad timing and affected my job performance. After 3+ hours of working with technical support over atleast 3 calls there was no progress. I decided to just purchase a phone under the monthly program. It would not let me do it online so I called customer service and after going through all of the questions twice, I was told I am not eligible for the monthly lease despite having a credit score of 790, I would have to purchase it. I am thinking this is all a scam by ATT and very disappointed they would use our veterans as pawns.
  

  PureTalk

  Date: 04/01/2024

  Hello, *****! We're sorry to hear you experienced issues with service and purchasing a new device. Please accept our sincere apologies for the inconvenience this caused. While you did not qualify for our in-house financing, we also offer financing options through our third-party partner, Affirm. To learn more, you may visit *********************************************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromKristin S

  Date: 03/20/2024

  1 star
  Zero Stars and Beyond disgusting...my father is 83 years old and lives alone an hour away from where I can physically be with him, his phone did NOT come with a sim card and after sitting on the phone with "customer service", we finally convinced them to send another one. We asked that it be shipped overnight and the "customer service" agent said that there would be a fee of around $29 for the shipping but that it would be credited to his account the next month. Well his card on file had expired so we weren't able to pay that day, this was on a Thursday and again, I cannot physically be with him ALL OF THE **** since I live an hour away, and I'm a single mother of an autistic son. So on a Tuesday I was able to make the drive down again to help, after being disconnected and having terrible phone lines on their end that cut in and out, we finally were able to get someone to help. I asked for the overnight shipping and they said sure, but NO it won't be credited to the account because the previous agent hadn't made that note, surprise. We were so frustrated we just agreed to the two day shipping and I was told I would receive the confirmation email to my personal email and also the tracking number so that I could be on the lookout for him. Never got either email. Called back the next day, got disconnected by one agent who let me give his information to her without him being with me since I have the confirmation number on me and what I need is going to MY email address. I'm not asking to alter his account or for any other information. Called back again, and now this agent won't look into the issue since he is not with me, I can't today. YOU MESSED UP. All I needed is what THEY were supposed to give ME. It had nothing to do with getting into his account. Asked for a supervisor over and over was told no, then finally she contacted the supervisor...I COULD HEAR HER IN THE BACK SAY NO SHE WOULDN'T TALK TO ME. Trash company taking advantage of the elderly.
  

  PureTalk

  Date: 03/26/2024

  Hello, *******! We want to assure you this is definitely not the experience wed hope for you to have. Please accept our sincere apologies that you received anything other than an optimal customer service experience, as this is our top priority. For security purposes, callers will be asked to verify the account holder's name, address, PIN, and mobile phone number. Only the account holder can make changes to an account. This is to help prevent any fraudulent activity. We have reviewed the account and see that the replacement SIM card was delivered and activated on 03/23/24. We recommend adding your name to the account so you can make authorized changes and contact **************** for assistance whenever needed. 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 X ********* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.