Complaints

• Initial Complaint

  02/09/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm back to having the same problem I had when I filed case#******** on 10/12/2022. Now I can't log in again.9700 N.W. *****************, ** ************************************* BBB, FL case number is ******** submited 10/12/2022.I've been trying to log into my account since at least MAY. I've talked to technicalassistance at least 5-6 times. This last time for verification purposes I was asked for my security pin, and the last 4 digits of the last 2 calls I made; which I gave them even though those two calls weren't answered (because they were to get my number into their call log. I was told the numbers I gave them were incorrect. I then re-verified those numbers, and again was told they were incorrect, I then offered my SIM#, and/or my IMEI#. The tech didn't accept that for verification.I was told in MAY that my problem would be fixed by June. I've been trying once a month since MAY and my problem still exist.10/13/2022 BBB response:Sent: 10/12/2022 7:41:34 PMFrom:BBB Serving ***************** and the CaribbeanTo:****** MARKELSubject:Your BBB Complaint has been sent to the businessThis message originally read on 10/13/2022George Markel151 ******************************** ****** ******:Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 10/12/2022 against TracFone Wireless, Inc.. Your complaint was assigned ID ********.

  Customer response

  02/10/2025

  It appears as though my complaint has been resolved. This complaint can be closed.

  Thank you so much for your assistance.

  ****** ******
  

• Initial Complaint

  01/31/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issue I experienced with ******* Wireless. On 11.29.24 I visited the ******* on ****************** in ***************, promotional phone sale. The store was extremely busy, with many customers waiting for assistance from phone representatives. I spoke with a young man who processed my paperwork, set up my phone, and explained my plan. I requested my payment scheduled for the 3rd of the month, he informed me that he couldnt make that change to call customer service. I called customer service and explained my situation and had my billing date changed to December 3rd, I paid my bill on the 3rd of $116.09, and a late fee of $7, despite not being late.On January 24th, I received a text from ******* regarding a late payment. I called customer service she was unable to see any disconnect notices.She assured me that my account was in good standing, which I confirmed multiple times.However to my surprise, on January 29th, after 5:00 PM, I found my phone disconnected. When I contacted *******'s virtual assistant and was told can't talk to representative until I paid my balance Using a friends phone, I called ******* as a new customer the following day, to explain my situation. I was transferred to financial services, where I was advised to pay my bill before discussing my issue any ********** begged her to look at all the notes on my account. She dint budge. Either no one wrote note. Which I find very hard to believe or she didn't care what I had to say even if it was in front of her face in black and white. My treatment was uncalled for and very degrading. Why were so many mistakes made and why did I have to bear all this extra stress? Forced to come up with more money prior to receiving my social security check on the 3rd. I would like my Bill corrected and a explanation as to why I was treated this way.

  Customer response

  01/31/2025

  I received a call from the executive office of ******* Wireless We discussed all of the issues and they have been resolved I am retracting my complaint 

  Thank you for your time and consideration. 

  Respectfully 

  **** Cowher 

  **************************************************************************;

  **************

  ***********************************

• Initial Complaint

  01/30/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a damaged phone that I received a replacement phone for and of which I had insurance for, and I returned the damaged phone and I'm still being charged $653 and I can't even log on to my ******* account to look at my account to see if there was a credit applied. And last time I looked to see if there was a credit, there still was not.I want to view my account before I talk to a person, so I know what I'm talking about and before I pay my bill. My bill should be $155 and it says that I owe $800 and some dollars, for the device that was not returned but I have proof that it was returned. And I've had a different billing amount almost every single month and always a problem, every time I ever tried to log on to my account, which has been almost a year now. And they also told me that the devices that I had originally purchased from them, (three) were free-- now they're saying if I cancel my contract within the first 3 years, they'll charge me $1,500 for the three devices and that's on top of the $800 that they say I owe them now.

  Business response

  02/12/2025

  Dear **** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 30, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you had a damage device which you have insurance for, returned it and had received the replacement phone. However,you were charged $653 for the phone. In addition, you are unable to login to your ******* account to be able to see if any credit has been applied and check your billing information.
  
  We value our customers and take their complaints seriously. We attempted to locate your account by utilizing our tools using your name, number and email address. However, we were unable to locate your account. Additionally,we would like to confirm if the complaint is intended for ******* Wireless or TracFone Wireless or its affiliated brand in which we work for. Hence, to address the matter we need to speak with you directly for assistance.
  
  We tried to contact you multiple times via phone number ************ and e-mails were sent to ************************ on 1/31/2025,2/2/2025, 2/5/2025, 2/6/2025 and 2/9/2025 but we were unable to reach you, and you have not responded to our emails as well.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1313454672. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer response

  02/13/2025

  The issue with ******* was resolved.  Thank you very much! 

  Customer response

  02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The issue with ******* was resolved.  Thank you very much!
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a total wireless customer for several years, but due to rising costs, I decided to switch over to a competitor. I was required to contact the company because there is no area in the app where you can access your account number, which is necessary in order to transfer service. I was on chat simultaneously with both companies in order to have this process be as seamless and error free as possible, as my phone is required for work. I was assured by the customer representative of total ********************** that I was all set to disconnect, and switch sim cards. when I attempted to do this, I got an error message that my phone had been locked by my carrier, despite me verifying that it was unlocked on the app before speaking with total wireless customer service. The phone was clearly locked by the company after we spoke. I contacted the company to get the phone immediately unlocked and was told that it could take up to 24 hours. They verified my email and said I would be receiving instructions via email after 24 hours had passed and I have received no email, I contacted the company again. This time I was told that it could take up to 48 hours for the phone to be unlocked and again that I would receive instructions via email. One 48 hours had passed. I re-contacted the company. He told me it was all set and to power down my phone. Again my phone was still locked. I called again and was told to wait until 6pm. I called at 6 pm when I received no email and my phone was still locked, only to be told that the unlocking specialists only work until 6 and do not work weekends, so to call Monday morning. I called Monday and was told that that it would be done no later than 6 pm. I called at 5 to verify that it was being done and now told that it could be not until tomorrow morning. I feel these are fraudulent practices because I am switching providers. I have been without a usable phone, required by my work for 5 days now and not hopeful that it will be done tomorrow morning.

  Customer response

  01/30/2025

  After I stated I reported then to the BBB, and asked to file a formal complaint with the company, my phone was unlocked later that day. 

• Initial Complaint

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 4 line account with Total ********************** by *******, it is a prepaid account that is on automatic payment plan. We pay $104.55 for 4 lines.************ ************ ************ ************ In October we bought a new phone for telephone #************. When the phone was purchased Total Wireles paired the new phone with the same phone number as the old phone. However, Somehow the billing information was changed and the new phone was not connected to the billing account as the other three phones. Therefore we were charged $209.10 on our November billing and again on our December billing. Of course we did not notice it until we went through our Christmas bills. We contacted Total wireless on January 2 or 3 (Im not sure which date) Spoke with a CS *** who explained what had happened and she would fix the issue, but she would have to call me back in an hour. So I waited, never got a call. I called back today, explained what happened and was told they are sorry, they understand, but there is nothing they can do about it, The phone was billed and it was used for the month therefore we owe them. I explained again, that the new phone should have been on the account with the other three phones, also if it was on an account by itself why was i being charged for a four line account??? She did not have a good explanation for that. I asked to speak with someone higher than her she said there is ***** i could speak with she cant transfer the call i would have to call back. After asking her if they could give me a credit towards the next two months or give me $209.10 worth of points, she said their system wont do that, i said i want my $209.10 back or im going to change companies. I questioned her more about why they cant do anything and she hung up on me. Total wireless owes us $209.10. We were wrongfully charged due to their error setting up the new phone in October. Poor business practice by a huge business as *******. Please help us get our $ back. Thank u

  Business response

  01/31/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that one of your numbers was removed from your multiline account after doing a phone upgrade and resulted in you paying more than your usual billing.
  
  Upon review, we found that you were paying $104.55 for your plans via Auto Pay. However, we found records that you were billed $209.10. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured we are here to help regarding this system error.
  
  We spoke with you on 1/30/2025 via phone and process your refund. Refund reference number **********. Please know that these credit posts usually occur within 3-5 business days, and you can contact your bank for the verification of this credit posting.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1313337349. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My 3 to 4 month old trac phone account with paid payments was given rewards points. Was told having to wait up to 30 days to turn in my rewards. This happened with in the last 30 days. I got text saying thanks for setting up a online profile i called and told tracphone i didnt register my account online and plus my line had been ported to another carrier. After i turn in my reward in about 2 weeks the account said i needed to verify my email. I could not verify and my email address and the promo code disappeared cause it would not send me a two step verification to my email and would not let change email address. I lost 1000 points that i was go use to buy internet services 3 GB I WAS TOLD NOTHING THEY COULD DO ABOUT MY MISSING REWARD POINTS! Reporting to *** AND TRACEPHONE OF THE FRAUDULENT ACTIVITY NO REMORE AND NO PROFESSIONAL CREDIT AND AFTER BEING PUT ON HOLD AND REPEATING THE SAME ANSWERS TO THE QUESTIONS OVER AND OVER I SAID PLEASE STOP ASKING ME THECSAME QUESTIONS OVER AND OVER AND GETTING OFF THE SUBJECT THREE TIME I WAS ASKED IF I WAS IN A HURRY YES IF I AM TRYING TO GET DATA AND YOU HAVEING ME GOONG IN CIRCLES

  Business response

  02/04/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you lost ***** rewards points in your account. In addition,your account could not be validated because you are not receiving the codes via email, and you are not able to change the registered email in the account.
  
  Please note that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We reviewed your account with phone number ending in 7468, and account history shows that you received ***** Loyalty Rewards points by enrolling in the Loyalty Rewards Program. The points were available as of 1/21/2025, and on 1/23/2025, our records show that you used ***** points to redeem a $10 off Phone Promo code. The code should be sent to the registered email of your account.Please check all your inbox, including the spam folder, for the email with the promo code.
  
  We spoke with you on 01/29/2025 via phone number ************, and discussed the aforementioned. You mentioned that you still could not find the email with the promo code; therefore, we submitted an escalation to resolve this issue.
  
  Per escalation, the promo code is still active. With this, we have sent the promo code to your email ************************* on 2/3/2025. We received your confirmation via email, and you further requested assistance regarding the eSIM for your phone with IMEI # ending in 7445.
  
  We attempted to contact you via same phone number and email on 2/4/2025, to further assist you. We received your response via email; however, we were unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter pin ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Email Reference Number ******* or Ticket Number 1313280688.
  
  Based upon the foregoing; we will close this matter unless we hear from you. 
  Thank you for choosing TracFone Wireless. 
  
  
  Sincerely,
  
  Executive *********************

  Customer response

  02/04/2025

   
  Complaint: 22860899

  I said I needed a new SIM card or eSIM my email or this TracFone bin Better Business Bureau complaint never informed me that my eSIM has been activated and not only has it been activated. It seems like its been added to a *************** policy of mine for the participants of the fraudulent activity thats been going on me not being notified me not being able to change my password me not getting a call from TracFone or a phone number to call.  Scammers and Fosters all day on the line seeing and try to get them to get them to repeat themselves to me about my issues so constantly happened to fraudulent people when a man tries to be more successful in life companies like this helps frauds
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Business response

  02/14/2025

  Dear ******* *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 2/4/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you needed a new SIM card or an eSIM, but you were not informed that your eSIM has already been activated. You suspected that you not being notified, not able to change your password, nor not being able to call or be contacted by TracFone, is part of a fraudulent activity.
  
  Please note that TracFone customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  Your account with phone number ending in 7468 is active with an iPhone SE per our records. Note that iPhone SE supports Physical SIM and eSIM activation. Our records show that your eSIM has been activated before. Latest activation of the eSIM of your phone shows that it was associated with your phone number ending in 7468, and the number was transferred and activated with the Physical of the same phone on 1/25/2025.
  
  We attempted to contact you via phone number ************ and emails were sent to ************************* on 2/7/2025, 2/10/2025, 2/11/2025, 2/12/2025 and 2/13/2025, to discuss the matter with your complaint. We received your email response on 2/12/2025,providing an alternate contact number ************. However, we were still; unable to reach you via call, and have not yet received your response to our latest email. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1313280688.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  01/27/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  TracFone not rolling over data ,card specifically states unlimited carryover with active service. MY data was zeroed out and not carried over as per card

  Business response

  02/07/2025

  Dear **** *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 27, 2025, regarding BBB Case number ******** complaints.
  
  Your complaint states that you have not received your carryover data.
  
  Upon review, your TracFone account is active and well provisioned in the network. As we check the balance information of your account,the record shows two balance information. First, the balance of your current $15 airtime plan (unlimited talk, text and 1GB data / 30 days) added on 1/26/2025, with ****** MB data remaining.  Second, the overall accumulated remaining balance with 10GB data remaining. Due to a system error, you are only able to see the balance of your current plan. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.
  
  We spoke with you on 1/28/2025, 1/29/2025,1/30/2025, and 2/05/2025 via phone at ************ and the aforementioned were discussed. We made updates on the account as per reference number 131-377-1637. You confirm that the concern has been addressed, and the phone is working properly.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1313237262. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer response

  02/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a product online and paid for express 1-2 shipping. When trying to track the order it tells me my order is still pending. I try to reach out for explanation only to get two different representatives one lied and said she was a manager the other lied and said she was apart of the corporate office. Neither could tell me what was going on. I asked for a refund I was told they couldn't do that either and that I needed to wait for whenever the phone is delivered to me and then I need to refuse the phone before they can complete a refund. I asked how can they accommodate the account then, I was told they have a department above "corporate" they will make that decision only after I receive me phone. One hour of back and forth no resolution or direct answers regarding the phone that I've order and paid for express shipping that I will not receive in the time frame which I paid for.

  Business response

  02/03/2025

  Dear ****** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 26, 2025,regarding BBB case number ******** complaint.
  
  Your complaint states that you placed an order with an express 1-2 day shipping; however, you still have not received the order. In addition, you were advised to wait and refuse the package to cancel the order and get a refund.
  
  We reviewed your account and determined that you placed an order on 1/24/2025, with order ID *********. In addition, our records show that an escalation was already submitted on 1/26/2025 to review the status of the order. It was determined that the shipment was delayed because the requested phone model is out of stock. We apologize for any inconvenience this may have caused you, and our records show that the shipment has been *********** tracking number 1ZY902R61336763794 shows that the package was delivered to *****, **, on 1/31/2025.
  
  We spoke with you via phone number ************ on 02/02/2025 and we confirmed that you received the device. We also transferred your phone number ending in 1008 to the new phone, per your request.
  
  If you should still require assistance, you can contact *****************************. Hours of operation are Monday to Sunday, from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1313563964.
  
  Based upon the foregoing, we will close this case unless we hear from you.Thank you for choosing TracFone Wireless.
  
  
  Sincerely,
  
  Executive Resolution Department
  

  Customer response

  02/03/2025

  I was contacted everyday per the *** from trac phone/Straight Talk. We was able to come to resolution that was agreeable. He made sure to keep in contact with me everyday. He agreed that services would be extended for the inconvenience, which we are waiting for that part to be completed. I greatly appreciate the BBB for helping get this problem solved

  Customer response

  02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I was contacted everyday per the *** from trac phone/Straight Talk. We was able to come to resolution that was agreeable. He made sure to keep in contact with me everyday. He agreed that services would be extended for the inconvenience, which we are waiting for that part to be completed. I greatly appreciate the BBB for helping get this problem solved
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  01/24/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I switched to Total in October 2024 and signed up for autopay on their highest tier plan and ported my number ***** October, November, and December, I was correctly billed $30.This month, January 2025, I was billed $35 instead of the $30 and now Im afraid the billing will also be incorrect for months to come. Im hoping to get a $5 refund/ credit and have future billing corrected.

  Business response

  01/17/2025

  Please see attached document.

  Business response

  01/30/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 24, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that when you switch services to Total Wireless, you are billed $30, however, this January, you are billed $35. You want a refund of $5 and the billing amount to be corrected.
  
  Upon review, the Total Wireless account is active and is receiving the 50% Bring Your Own Device discount. However, the $5 discount for Auto Refill enrollment is not taking effect, costing you $35 for your $65 airtime plan. We do apologize for the system error that has caused you this inconvenience. Rest assured we are here to help. We submitted a $5 refund request on 1/27/2025 for you with reference number **********. On 1/28/2025, the refund was approved with refund confirmation ID ****************. These credit posts usually occur within 3-5 business days after processing, and you can contact your bank for the verification of this credit posting.
  
  We spoke with you on 1/28/2025 via phone at ************ and the aforementioned details were discussed. We assure you that your account has been set up to pay $30 each month for your phone service.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1313147239. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $40 plan and no longer have access to data the support staff refused to transfer me to a higher up and said it was against policy. I found out under my own research trackphone is owned by *******. I called corporate headquarters and they did not help me the just put me on an entirely new plan without consent. I talked to 4 different people in a span of 3 hours trying to resolve my data issue. No resolution just a plan change with no consent.

  Business response

  01/29/2025

  Dear Di Alimosa:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 23, 2025, regarding BBB case # ******** complaint.
  
  Your complaints states that your phone has no data connection despite purchasing the TracFone $40 plan. In addition, you were not properly assisted regarding the issue when you contacted customer service.
  
  We reviewed your account; it is active and provisioned in our system. Transaction History shows that you redeemed a TracFone $40 30-day unlimited plan which includes 20 GB of data on 12/24/2024; however, the balance showing in the account is incorrect. Nonetheless, Usage Records indicate that the allotted data of the service plan has been exhausted. In addition, account records show that we added replacement service plans on 1/6/2025 and 1/23/2025.We apologize for any inconvenience this may have caused you, and we have updated your accounts balance information.
  
  We spoke with you via phone number ************ on 1/24/2025, and discussed the aforementioned. As courtesy, we added another service plan to your account, and you acknowledged the resolution of the case.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Email Reference Number ******* or Ticket Number **********.
  
  Based upon the foregoing; we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  Sincerely,
  
  Executive Resolution Department
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩