Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was refused a refund even though service blocked me on April 4, 2025. I stayed on the phone for almost 4 hours and still no service.

  Customer Answer

  Date: 04/08/2025

  In reference to my complaint, I would like to change the verbiage.  Although I stated some harsh words in the complaint, I did have a chance to speak to another *** who was able to rectify the situation.  I do want Straighttalk to better serve the community by retraining their technicians on how they handle calls.  There still needs to be some responsibility involved in handling problems that arise instead of telling customers the supervisors are not available and that they are the only ones who are available.  I spent hours trying to fix a situation that probably could have been fixed in 10 minutes, partly my fault due to the fact I was interpreting the tech to mean something else, which I finally understood after a long night's rest.  I had to go back in my mind and see where the call went wrong.  
  
  
  I'm asking the BBB to still inform the company, but also add this explanation.  
  Again my apologies, but still feel they are causing the public a lot of unnecessary strife by the lack to proper training.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally tried to set up 2 separate accounts but they seem to have connected them under my name. I tried to refill the other phone but must have used wrong phone or password because they didn't take the password, after trying both passwords on both phones I called them and the say to get back either account I have to do a hard reset on both phones and I am not willing to do that. I had already bought 1 refill for my phone on their app and a card at the store for the other. This has cost me over $70. They need to fix the apps so I can use the phones or I will get another carrier and they can refund the money

  Customer Answer

  Date: 04/07/2025

  Straight Talk was in touch with me. I decided I just no longer want to do business with them The seem to have refunded me the money I paid for online, all but less then a dollar I wont be able to recover the money I spent on the wrong cards but that's okay. I just want this done, therefore I consider the case closed.

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cell Phone from Straight Talk Wireless. The phone was defective therefore I could not activate the phone. I spoken to multiple representatives. I was told to return the phone for a Replacement Phone. On Saturday, March 15, 2025, I returned the phone via **** On Wednesday, March 19, 2025, the warehouse received the phone. To date, I have not received a Replacement Phone nor refund.

  Customer Answer

  Date: 04/09/2025

  I have spoken to someone from Straight Talk Wireless in reference to my complaint. I do not agree with the response of Straight Talk Wireless. For months, multiple Representatives gave me misinformation and the run around. Straight Talk Wireless NOW want to send me a Replacement Phone weeks later from filing my complaint with the Better Business Bureau. At this point, I just want a full refund instead of another Defective Device.
  
  
  
  

  Business Response

  Date: 04/11/2025

  Dear **** Dallas:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a Straight Talk phone, but it was defective; therefore, you cannot activate it. You were told to return the phone for replacement, and you did but have yet to receive a replacement device.
  
  Upon review, we found that you ordered your phone on 11/13/2024, it was for a ******* device and a $45 airtime plan. The record shows that the phone was free, and you only paid for the airtime plan with a total cost of $46.00. Order number *********. On 11/19/2024, the package was delivered as per *** Tracking Number 1ZY902R60234861005.
  
  The record shows that the phone was activated on 2/22/2025 using a $45 airtime plan and on 2/23/2025, a warranty phone exchange was created to replace the device because the screen is locked. Reference number **********. However, it was found that the phone is not available in our inventory causing a shipment delay for your replacement device. We do apologize for the inconvenience this concern may have caused you. Rest assured we are here to help.
  
  We spoke with you on 4/05/2025 via phone number ************ and discuss your replacement phone request, but you decided to request a refund. We agreed to call back since we still need to further investigate the matter. A follow-up call was made on 4/08/2025 and you were informed that based on our investigation, we cannot issue a refund. Terms and Conditions state that you have thirty (30) days from the date your phone was delivered to you to return it to us for either an exchange or a refund. We offer to continue with the exchange process; however, you refused and asked not to be contacted again.
  
  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 1317727087. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23138741
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** Dallas

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 payments for Straight Talk Wireless was taken from my card . The first one on January 1st. The phone company never received the payment. The phone was turned off. Then they took another payment of ***** on January 31st. Which wa

  Business Response

  Date: 04/02/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were charged twice for the month of January but did not receive the service. Thus, you are requesting a refund.
  
  Upon review, we found two successful payments made on 12/31/2024 with merchant reference number BRM20241231170424761 amounting to $27.51 and on 1/30/2025 with merchant reference number BRM20250130179834397dated amounting to $27.51. In an in-depth review, we found no service usage of the line upon its redemption.
  
  We spoke with you on 3/31/2025 via phone number ********** and upon completing the account authentication procedure, your refund was processed for the total amount of $55.02. Please know that this credit posting will usually occur within 3-5 business days, and you can contact your financial institution for verification.
  
  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 1317589835. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/16/2025

   
  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

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long time customer of ************************** and about 1 month ago, I upgraded my phone to a ******* A35 5G with eSim capability and a better camera because I was planning a trip out of the country. Today, 26 days after purchasing the phone, I downloaded my eSim for my trip next week and received an error that the phone was locked. When inquiring, i was told StraightTalk's process or policy is that a phone cannot be unlocked until it has been activated for 60 days. I pleaded and pleaded with an agent to get an exception and was told there was simply no way to make this happen. I know there has to be a way, but it would require an exception from a Director or would require a programmer to do something specific to my phone's IMEI number. The agent said that did not matter. StraightTalk's policy is 60 days and they do not make exceptions because that's fair for all. I am leaving for a trip next week and NEED my phone unlocked. My trip will be a complete mess if I cannot access data while traveling during the day. I can't even begin to imagine how I am going to navigate without my phone.The agent was completely unwilling to ask for a Director to review my request. He just gave me an 800 # to call the following day.

  Business Response

  Date: 04/02/2025

  Dear ******* *********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB case number ******** complaint.  
  
  Your complaint states that you wanted to have your phone unlocked so that you can use it while travelling.
  
  Straight Talk Wireless Unlocking Policy states that, TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  Upon review, the record shows that your phone with the **** number ending in 8439 has yet to meet the unlocking ************** addition, the system offers no workaround to have it unlocked prior to the 60 days period.
  
  We spoke with you on 3/27/2025 via phone number ************ and discuss your unlocking request. Per procedure and the option available in the system we are unable to unlock your phone at this time. The system requires you to complete the 60 days period since its activation.
  
  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 1317321739. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23121049
  
  I am rejecting this response because they do . did have the option to uynlock my phone due to the internsational travel need.  I checked with *******, their parent company, and yes, they could **** made an exception. Instead, they chose to fall back on 'policy' as their excuse vs taking care of a long time, loyal customer.  As soon as my phone is unlocked, I will be leaving StraightTalk.  They are an uncaring, inconsiderate company that has proven they deserves no more of my money.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Fe 26th I activated my straight talk online through my inactive old account. I received confirmation my activation was successful & information on what would happen during the process. A straight talk agent called me shortly after my setup stating I input a code incorrectly. She got frustrated with me because I was confused in what she was stating. My phone stopped working and I spent over 3 hours with a *** who claimed he was working with tech to get my phone to work. After 3 hours I requested for a transfer code to switch my number back to ******* wireless. Three different ***s refused to give me a transfer code. The last *** who refused even talked with the ******* wireless *** who made the initial call to help me, and she was also verifying it was my phone number that was transferred to Straighttalk. **** refused lied and said I didn't have an email nor pin on my account to verify who I was. The ******* *** refuted him, telling him I just gave the correct pin and had verified my email address. He told her she needed to give me a new number because he was giving us transfer code to release my phone number. ******* *** had to give me a transfer code because the Straighttalk *** who called that is what she was stating I input incorrectly, but I never received a transfer code. I received message stating a transfer code had been send to my new carrier. So why was she calling me? Today March 26th I signed into my straight talk account to place a request for a transfer code. It wanted to text or call the code to the old phone number that straight talk would not release back to me. I call straight talk, talk w/******* he did like those ***s in Feb 26th kept asking the same questions about my ICCID and SIM #'s. I believe they have some type of scam or fraud going on because they all ask the ***eated questions over and over again. It also seems like they purposely keeping you on the phone for some unknown purpose. He lied, saying I gave him 3 different SIM#'s.

  Business Response

  Date: 04/08/2025

  Dear ****** **********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you are transferring your number to a new service provider and needed to have your transfer code.
  
  Straight Talk Wireless account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  As per Straight Talk Wireless policy, a phone number needs to be active with the current service provider in order to be eligible for porting to a new service provider. The customer must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account.Without all the necessary information, we cannot proceed with the port-out request.
  
  A customer may obtain their Number Transfer PIN (NTP) by texting the keyword "NTP" to ****** on the device in use. During the transfer, a text message will be sent to the phone with the 4-digit Transfer PIN. In case the phone is not capable of receiving the text message, the customer can also call customer care at ************** and use PIN ****** to receive the number by email. Additionally, customers can access their account number on our website through My Account option. Customers should be aware that their NTP PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.
  
  We spoke with you via phone number ************ on 4/03/2025 and discuss the port out procedure. Your line was reactivated, and Number Transfer Pin was generated. However, you have yet to receive confirmation at your end. Thus, a callback was scheduled for 4/07/2025. Meanwhile, on 4/4/2025,we found that a port out request was processed with reference number **********. The record shows that your Straight Talk account is now deactivated.A follow-up call was made on 4/07/2025 but we were unable to reach you, and you have not responded to our emails anymore via **********************.
  
  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 1317257872. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/08/2025

  Lyra of Staight Talk did not resolve my issue. I called ******* Wireless who was my original carrier before switching to Straight Talk. I had all the information that Straight Talk required to submit me a transfer pin per my request on February 26, 2025. Which they refused to do. My phone was p***aid through March 28, 2025.

  My issue was resolved by a ******* Wireless *** with the port out department on April 4, 2025, who called Straight Talk and retrieve my transfer pin and ported out my phone number back to ******* Wireless. She deserves the credit for getting my phone number returned to me.

  Lyra was wanting to write a ***ort to reflect her department at straight talk attempted to resolve my issue. But I failed to comply.  I did not believe Lyra would have resolved my complaint. Through my persistent,  I again initiate the help of ******* Wireless who was successful in retrieving my transfer pin from Staight Talk.

  So yes, ******* Wireless resolved the complaint I placed against Straight Talk. I do thank the port out *** at Straight Talk who worked with ******* Wireless by releasing my phone number back to ******* Wireless. So as of April 4, 2025 my issue was resolve with no assistance from Straight Talk *** Lyra.

  Thank you BBB, with your help you caused Straight Talk to respond to a case they had closed and had no intentions of releasing my phone number back to ******* Wireless. And to think, ******* owns Straight Talk and Tracphone. So again thank you BBB.

  ****** Montgomery 

   

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  

  Lyra of Staight Talk did not resolve my issue. I called ******* Wireless who was my original carrier before switching to Straight Talk. I had all the information that Straight Talk required to submit me a transfer pin per my request on February 26, 2025. Which they refused to do. My phone was p***aid through March 28, 2025.

  My issue was resolved by a ******* Wireless *** with the port out department on April 4, 2025, who called Straight Talk and retrieve my transfer pin and ported out my phone number back to ******* Wireless. She deserves the credit for getting my phone number returned to me.

  Lyra was wanting to write a ***ort to reflect her department at straight talk attempted to resolve my issue. But I failed to comply.  I did not believe Lyra would have resolved my complaint. Through my persistent,  I again initiate the help of ******* Wireless who was successful in retrieving my transfer pin from Staight Talk.

  So yes, ******* Wireless resolved the complaint I placed against Straight Talk. I do thank the port out *** at Straight Talk who worked with ******* Wireless by releasing my phone number back to ******* Wireless. So as of April 4, 2025 my issue was resolve with no assistance from Straight Talk *** Lyra.

  Thank you BBB, with your help you caused Straight Talk to respond to a case they had closed and had no intentions of releasing my phone number back to ******* Wireless. And to think, ******* owns Straight Talk and Tracphone. So again thank you BBB.

  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a branded straight talk phone at *******. I was issued a phone number the ***. *** it up with a random email and PIN. I set up a ********************** talk account with my email. I went online and attempted to purchase a new phone from ******** the transaction failed but my number ported. So my number is gone from my straight talk account. I attempted to resolve the situation by calling straight talk. They only have the random email the *** made up. I didnt keep this info as made an account. While i can log in the account i am unable to see the PIN as it just says call customer service. I tried this for several hours and they insist that i need access to this made up email. I can log in to the account with my email why cant they autheticate it with that? Or the phone number? The phone is still active but i will be unable to renew it next month and will lose number. I even reached out to metro and they called straight talk and were told the zip code i gave them is wrong? Well how can it be wrong if the port went through? I need them to reassociate the number with my account. This was several days ago. Today i get a text from straight talk that your port was succesful? This makes no sense as i am using the same device? I have 2 weeks till my plan runs out so i need some resolution before that. They really dont need to authenticate anyway just put the phone number back in my account. I have no device from ***** that the number could of even gone to i was in the process of buying a phone. Please reach out with any questions.

  Customer Answer

  Date: 03/21/2025

  Here are screenshots showing my email and the account being inactive while i am using device currently. 

  Customer Answer

  Date: 03/22/2025

  The complaint was resolved in a positive manner today.. plaease **** complaint.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Straight Talk to port out my number to a different carrier. The telephone service *** then proceeded to lock my phone so that no other carrier could be used. Its important to note that this phone was unlocked at the time of the phone call to Straight Talk. This phone locking action by ST caused me to have to purchase a new iPhone at the price of $946.05 to be able to use my new cell phone carrier. Requesting ST pay for my new phone due to their illegal action of locking my unlocked iPhone.

  Business Response

  Date: 03/31/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB case number ******** complaint.
  
  Your complaint states that Straight Talk locked your phone after porting out your number to another service provider leading you to purchase a new phone. Thus, you are requesting Straight Talk to pay for your new device.
  
  Upon review, we found that your Straight Talk account has been deactivated due to a port out request with reference number ********** on 3/18/2025, at the same time an unlocking request was also process that day with a service ticket 1316695064.
  
  We spoke with you on 3/21/2025 via phone number ************** and you requested a refund for the phone with the **** number ending in 5604;however, the device is not registered in our system. Therefore, we had to decline your refund request. Meanwhile, an escalation was submitted to know why your iPhone device is still locked with our network. A positive response was received on this escalation on 3/25/2025 and that same day, you have confirmed that the phone is working properly with the new carrier
  
  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 1316895365. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/01/2025

   
  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

  Date:03/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paying for a family members cell phone service. The phone is lost and I dont have the 4 digit code to turn it off. I am being charged monthly for a service I dont use. I have cancelled two credit cards trying to get them to stop. I have been disputing the charges for over a year so they arent getting paid yet they wont stop charging me.

  Business Response

  Date: 03/31/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been paying for a family members phone service, but that phone is lost, and you have a challenge in authenticating the account to turn it off. You already cancelled two of your credit cards, but you are still getting billed. You need these charges to stop.
  
  We spoke with you on 3/24/2025 via phone number ********** and you provided the account information we need to work on.The account was successfully authenticated, and we managed to complete its cancellation.
  
  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 1316837001. 
  
  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 Answer

  Date: 04/01/2025

   
  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

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi , so I bought an iPhone 16 from straight talk on Feb 25 for ****** and paid in full . So the phone arrives like 3 days later and it works fine for the first 2 days as I activated it and switched my phone number from an android to the iPhone. I had just a few days left of that service and on the 2nd night I had the phone, I decided I wanted to try to switch carriers. I saw ******* had a network pass for 3 free months trial period and wanted to try that. I tried to switch my service to them that night and then the phone was saying an error message and it hasn't worked since! I was super frustrated due to how much money I spent only to be put in this situation. I contacted ***** and ******* and they both said straight talk has to unlock the phone. I called straight talk to unlock it and they said I had to wait 60 days and have active service on the phone for them to unlock it. I told them even if I paid for the service for the 60 days, I wouldn't even be able to use it because the phone is just not working due to the lock and won't even let me move past the error message . The error message also says to contact the carrier to unlock it. I have gone back to using my old android but it is frustrating having the iPhone sitting in my drawer unable to be used until straight talk unlocks it. I don't want to pay for the service on the iPhone if I can't even use it . And am resorted to thinking about calling them to get them to unlock it maybe for an unlock fee, but don't want to waste more money than I already have. I'm hoping yall can help me to get the iPhone unlocked so I can switch over to a different carrier with better service in my area. The reason I wanted to switch was because I get 1 or 2 bars on average at home and I'm home a lot so it's not something I prefer. Tmobile has better service in my area usually 4 or 5 bars so I wish to switch to their service but I need straight talk to unlock my iPhone first .

  Business Response

  Date: 03/27/2025

  Dear **** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you bought an iPhone and was using it with Straight Talk. You decided to switch service provider and wanted to use your phone with them. However, you were advised to unlock the device.
  
  Unlocking Policy states that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  Upon review, the record shows that the 60-day requirement for the free unlocking has yet to elapse; thus, phone is still locked with its current carrier.
  
  We spoke with you on 3/25/2025 via phone number ************ and discuss your unlocking request. We laid out our unlocking policy and you stated that you will contact us once you decide on how to proceed.
  
  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 1316836454. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department