Reviews

Review Details

• Review fromGary E

  Date: 03/15/2024

  1 star
  I considered changing to Pure Talk, and after talking to them, they sent the two sim cards for my phones, even though I had not committed to their company. I eventually decided not to change carriers, but noticed that they had already charged my credit card even though I was told no charges would happen until I activated. I called Pure Talk and explained that the sim cards were never installed on my phones or use their network. They refused to refund the money charged, stating that I had 90 days to decide. I never received any notice in any way that I only had 90 days to activate with them. Pure Talk told me that this was their policy. I told them that nothing was mailed or emailed to me stating that I had 90 days to activate. Pure Talk stated that it doesn't matter that I had no way of knowing, that I had 90 days to activate with them, that it was their policy. If this is their way of doing business, I highly recommend staying away from this business. This was very disappointing after watching their commercials stating it's a veteran owned business.
  

  PureTalk

  Date: 04/03/2024

  Hi, ****! We have reviewed your account and see that you purchased two of our $55 Unlimited Talk, Text & Data with 20GB Hotspot plans and SIM cards on 06/13/23. Per our Money Back Guarantee, customers have 30 days to request a refund. Once service is activated, customers must cancel anytime before the next bill date or before using 500 minutes of talk or 500 MB of data, whichever comes first, to qualify for a refund. Unfortunately, you do not qualify for a refund as you are outside the 30-day Money Back Guarantee and did not activate service within 90 days of your purchase. Please accept our apologies for this inconvenience. You may view our Money Back Guarantee policy at *************************************************. 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 fromMarc S

  Date: 03/13/2024

  1 star
  Received a mail advertisement for company stating "Stop Paying your 'woke' phone company" while further stating stop support for democrats and liberals. This is supposed to be a service provider, not a political agenda provider. if the service is as poorly done as the marketing, I would stay clear and remain with a proven company. The other reviews already indicate concerns with being a reputable and reliable company.
  

  PureTalk

  Date: 03/22/2024

  Hello, ****! Our focus is providing premium wireless service at the very best price to all Americans. For further assistance, you may contact ********************************************** If you would like to be removed from our mailing list, please email us at ******************************* with your full name and address. If you have any further questions or concerns, you may contact our *************************** at ************. - A.M.

• Review fromChris B

  Date: 02/24/2024

  1 star
  Tech support has no idea what they're doing. Mobile hotspot was not working on my phone, so I called in to address this, and after several hours, they broke my phone service completely by mystifying something on their end. I've spent the last 2 days on tech support over 3 extra hours trying to explain that they broke, while they walk me through resetting settings on my phone that were never modified to begin with. I requested to speak to a manager the second day, which the lady ignored, and had me go through the same freaking settings I did the day before, and after an hour, I finally demanded a manager, at which point she forwarded me to a broken voicemail and back to the main menu to start all over again. I'll be moving to a new company tomorrow.
  

  PureTalk

  Date: 02/29/2024

  Hello, *****! We're disappointed to hear about your experience with PureTalk. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. Currently, we can only guarantee the mobile hotspot feature will work with iPhone 6S and above. We cannot guarantee this feature will operate on all Android devices. After reviewing your account, we confirm the affected phone number has been ported to your new carrier. A bill credit of $30 was applied to your account on 02/25/2024 and will be applied toward your bill due on 03/20. We're happy to assist you if you have any additional questions or concerns. Our Support Team is available via email using our Contact Form at ********************************************** and on social media sites ********* Instagram, and X ********* for a live chat. You may also contact our **************************** directly at ************ for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience. -A.B.

• Review fromBenjamin B

  Date: 02/22/2024

  1 star
  Puretalks advertisement, and mission statement are not indicative of the employees their hire The mission statement says that they are ********* and veterans owned company which are both great sales pitch but when you have to deal with the employees either not properly train or just have no compassion for PTs customers or people in general, they are rude and unprofessional on the customer service side as well as the tech support.. I had an issue with making my payment on the quick Pay website after trying several times for several hours I finally called to make the payment over the phone. I was talked to very rude by the 1st employee a tech answered after 30 minutes or longer I explained at No fault of mine. I couldnt being make my payment because of the website not working the tech couldnt approve not charging five dollars for making payment over the phone she contacted her supervisor which refused to approve the credit I was then transferred to the customer service unfortunately another rude employee both females acted as if I was working for them and not as a customer it was very frustrating, disappointing and unprofessional. That prompt look at the reviews for Pure Talk until then I was very upbeat about Pure Talk. I even told others PT but after reading the reviews I saw exactly and experienced exactly what some of other customers negatively are reporting ************ really needs to look at who they hire and do a better job of training, employees in all positions based on PTs advertisement and mission statement. while I do like the prices /services, because to be fair, I havent had a lot of issues until today nobody is going to be subjected to rudeness, the bad part about it is, you can hear the attitude in their voices answering the phone So after a few minutes of that you give what you are met with you Puretalk you can do, maybe someone from management calls acts like a customer and you will experience what your customers are dealing with..
  

  PureTalk

  Date: 02/26/2024

  Hello, ********! We definitely want a better experience for our customers. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority. We have applied a one-time $5 courtesy credit to your PureTalk account for the manual transaction fee. Please be aware, that all future payments submitted outside of Autopay will incur a $5 fee. To avoid this fee, please be sure your payment card on file is up-to-date through your account portal at www.puretalk.com/account/login. After signing in, select the Billing tab and choose Change Autopay. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.
  
  

• Review fromNathan S

  Date: 02/12/2024

  1 star
  I would give one half star if I could. The phone that I financed didn't work right from the get-go I'm autistic and I told them I'm autistic when I first signed up anyways I didn't understand the 14-day phone policy at the time I tried sending it back after like 16 or ********************************************************************* it was an iPhone 15 pro that would overheat like crazy half the time after a month or two I finally got them to take back the phone I had to pay for shipping it was like 40 bucks and there was nothing wrong with the phone physically but when it got to them they said there was a crack on the screen which my phone still has a screen protector on it when they sent it back.. and on the back of the phone there was a little crack on the lowest camera when I sent back the phone it was perfect physically anyways they sent the phone back to me after 2 months and then I called them today as soon as I got the phone back in my possession they did not try to contact me once for 2 months they said that since I closed down the acount which they said they would close down the account and I wouldn't have to pay anything as long as I just pay for shipping because I couldn't afford the phone or the plan anymore well today when I called them they said that they can't do anything and everything went to collections so now I owe them over $1,000 for this phone.. I am on SSI disability for mental is***s I get maybe $800 a month but I pay rent car payment car insurance and a few other small things which leaves me about maybe $100 a month to live on... I feel extremely cheated and used and disrespected... They promised me one thing and then they threatened me with making my credit go horrible they said I have two to three weeks to pay $1,000 or else they'll destroy my credit and *** me,.. I offered to get the phone fixed and send it back to them and they said there's no way they would allow me to do that anyways thank you for your time
  

  PureTalk

  Date: 02/18/2024

  Hello, ******! We're sorry to hear about your experience with PureTalk and the issues you faced returning your device. Please accept our apologies if you received anything other than an optimal customer service experience and for the inconvenience this caused. Per our return policy, device return requests must be submitted through our *************************** within 14 days of receipt. The device must be free from cracks, scratches, liquid, or other damage and returned in its original package with all original components. Unfortunately, you do not qualify for a refund as the device was received damaged. You may view our return policy on our website at ****************************************************. You disconnected service before you completed your 30-month conditional sale and financing agreements. Due to this, you will need to pay the remaining subsidy and finance balance for the device. Please call the *********************** agency at ************** to submit your payment. 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 fromMillie B

  Date: 02/06/2024

  1 star
  I have to say I am considering leaving after my last interaction with pure talk. I purchased a new phone for my 92 year old father, who is in a nursing home and needs a phone to communicate with us. It took a week for the phone to arrive, even after paying for 2 day shipping. Then once he received the phone it had the incorrect sim card. I then paid for the new sim card to be shipped overnight and it never arrived. When I called it took over an hour for me to get any help on shipping the phone and getting a refund, and I never received an answer on why it never shipped. As of now, the only response I have been given is that it should be shipped soon - this is the 6th day since the sim card should have been sent overnight. It is now going on over 2 weeks that my father does not have a phone to talk to his kids and grand kids. And what is even worse, when I called again they had no intention of ******* the phone after their mistake.
  

  PureTalk

  Date: 02/09/2024

  Hello, ******! We're sorry to hear about your experience with your device and SIM card order. Please accept our apologies for the error and delay with your shipment and for the inconvenience this has caused you and your father. We have reviewed your tracking information and see your replacement SIM card is scheduled to be delivered on 02/08/24. Once you receive the **** please contact our *************************** by dialing ************** to activate it. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromCarole Z

  Date: 01/25/2024

  5 stars
  I am shocked that people don't get reception with Pure talk,I have reception where I never used to, I wonder if they get reception with ANY phone service. the staff are always so helpful and courteous, I am saving about $60 a month with 2 phone lines. Will be a customer for life
  

  PureTalk

  Date: 01/30/2024

  Wow, ******! It's wonderful to hear you're receiving excellent coverage and saving $60 on your monthly bill by switching to PureTalk. Thank you for your feedback and for being a valued PureTalk customer! We truly appreciate your business! - A.M.

• Review fromJuan G

  Date: 01/23/2024

  1 star
  I had a terrible experience with pure talk. **************** is negative stars if I could, no troubleshooting skills or service. I will have to tell anyone considering to reconsider I spent multiple days looking to pay my bill because their billing systems were having issues and they have had my service disconnected while I havent been able to make payments because of them. I want a refund for my November, December and January payment since no service mobile services were provided.
  

  PureTalk

  Date: 01/30/2024

  Hello, ****! We're sorry to hear about your experience with PureTalk thus far. Please accept our sincere apologies for the error with our billing system and for not receiving an optimal customer service experience. We have refunded your December payment of $108.24 on 01/26/24. If you have further questions or concerns, please contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromCarole S

  Date: 01/21/2024

  1 star
  I used Pure Talk for 4-years. I was initially told I would get a senior discount. I was told my monthly bill would be $25 - $29. But they never followed through were there promise. I had to pay full amount, no senior discount. One day my service was shut off because I tried to change the debit card on my account but there system still tried to charge my old debit card which was no longer in service. I was unexpectedly left without a phone. That very same day, I switched to ************ Which is funny because I tried to call Pure Talk to have my phone number deactivated so I could use it for my new service. There website wouldn't let me in so I called there customer service. I was on hold for 45 minutes before I gave up. This was around 5pm. There website states they are available until midnight. While on hold, the obnoxious voice that sounded like an ad talking about how wonderful Pure Talk is mentioned how they don't use "Flashy celebrities" for their commercial. And then a few sentences later started name dropping famous people. That is just pure hypocritical. The other problem I have was service. I live in a smaller city that I have never had issues with service before. Anytime I tried to use the data, it didn't work. I signed on for a 2-year contract, and which I was told my phone would be paid off in the time period. After the 2-years, they tried to claim that the device was NOT paid off. I just continued to keep paying because I needed the service and I took their word for it. But that was another lie. Pure Talk is cheap, dishonest, bad service, and hypocrites. I will never do business with them again, and neither should you. Take my word for it. I used to pay the less at ******* for unlimited data. I can't wait to use my flashy new service with *********** :)
  

  PureTalk

  Date: 01/25/2024

  Oh no, ******! We definitely want a better experience for our customers. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority. Currently, we do not offer senior discounts. However, we provide plan benefits, such as an additional 1/2GB of data, for AMAC members. We have reviewed your account and see you purchased our $45 Unlimited Talk & Text with 25GB Data + 5GB Hotspot plan with an iPhone SE. Per the conditional sale agreement, you had to remain on the $45 or higher plan to keep the Instant *************** ******* must also be activated within 30 days of purchase. You purchased your plan and device on 08/10/20 and activated service on 10/13/20. This voided your subsidy agreement, and your device was sent to collections. You must contact the *********************** agency at ************ to submit your payment for the device. A ticket was submitted on 01/16/24 to resolve the issue with your updated payment card. We attempted to contact you on 01/17/24 to advise you that the address needed to be updated, but we did not receive a response. We did not receive a payment within seven days of your bill date, and your service was disconnected on 01/20/24. If you have further questions or concerns, contact our Customer ******* department at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromRachel H

  Date: 01/15/2024

  1 star
  Weve been with PureTalk for 2-3 years. We heard positive reviews about this company from a popular conservative news station. Not only has PureTalk increased their commitment from 24 months to 30, but theyre misleading about adding a new phone to an existing service. Today I called to add a new phone and line for my son. The PureTalk website listed the IPhone 15 Pro for $850 with $45 plan. We tried to add this, but the cart said only with an existing phone number.This is very misleading and dishonest. Now I can say that PureTalk does have hidden fees. Ive lost respect for this company and will consider transferring to another company. Our family plan also costs the same at another company. This is very sad.
  

  PureTalk

  Date: 01/23/2024

  Hello, ******! We're sorry to hear about your experience with PureTalk. To receive the device discount, you must activate a new line of service, port your current phone number, and remain on ******** ******* must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text with 10GB Data + 5GB Hotspot or higher plan for the 30-month conditional sales agreement. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.