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:11/04/2023

  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.

  My Name is ******************************* and I'm authorized to speak with straight talk on *************************** behalf because she gave verbal permission over the phone with straight talk. During the past 90 days I've made more than 20 attempts with straight talk trying to get my elderly 80 year old aunt landline service connected with no success. Straight talk trouble shooted this issue for two weeks straight over the phone with me trying to get her a connection and it can't be done at her home period! I was told to purchase another straight talk device and when I did this there was still no successful connection on dial tone. I was told to purchase another device, this device connection failed as well. All we are respectfully asking straight talk to do repeatedly is for ***** transfer pin number so my sick elderly Aunt can find another company that has a service that will work in her home.Straight talk refused to email me my aunt transfer pin number so she can keep her original phone number and find another land line service with another company that works. The last representative I spoke with said purchase a 3rd straight talk device and if her phone does not ring and she picks up, they cannot email me her transfer pin after being told this would be done by another one of their representatives.How is it possible for her to answer the phone when their service will not work in her home. when I ask for a supervisor or Manager in the transfer pin department she stated she is the manager and their was no one else I could talk too. I'm sure what straight talk is doing is illegal. Also many representatives are rude and hung up on me several times. This nonsense is unnecessary when all we need is the transfer pin number emailed to me and ********************** talk will never hear from us again. There can never be a dial tone at *************************** home, therefore it will be impossible for my elderly aunt to answer a phone call from straight talk. I'm praying she never has to call 911.

  Business Response

  Date: 11/20/2023

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 4, 2023, regarding BBB Case number ******** complaint.  
          
  ************************ complaint states that he is filing in behalf of ********************, who gave him permission to communicate to Straight Talk Wireless.  He mentioned that for the past 90 days multiple attempts to connect ******************** landline but to no success. They are requesting for a Number Transfer PIN (***) so that his aunt will find another company that will work on her home. However, they failed to provide the *** after numerous attempts.
  
  Straight Talk Wireless 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. 
  
  In order to assist ********************** with his porting request, we will need his Straight Talk Wireless account information. It is required to ensure customer account security. Along with the account information, ********************** will also need to provide the Number Transfer Pin (***) code to port out to another service provider. This information is essential to a successful porting process. Furthermore, the customers phone number should be active throughout the process. This will ensure that the transfer will go through.
  
  Moreover, a customer may obtain their Number Transfer PIN (***) by texting the keyword "***" 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 *** PIN code must be used promptly, as it will expire after a certain period of time and will no longer be valid.
  
  We spoke to **********************, November 7, 2023, at ************. As per conversation, the account is active with service. However, they were unable to send the *** via e-mail since ********************** failed to follow the *** security procedure since the device is a home phone. Thus, case escalated for resolution.
  
  Furthermore, we received feedback from the escalation about the ***, code was generated on 11/15/2023.
  
  We spoke to **********************, November 17, 2023, 3:40 PM EST at ************. As per conversation, prior providing the account number and number transfer pin, ********************** verified the account. We called our specialist and mentioned, customers are required to contact the new service provider and let them send a request first so that we can reactivate the service for FREE.  However, ********************** agreed for a callback for 30 minutes.
  
  Moreover, we called the phone number after 30 minutes, 4:30 EST at ************ but to no success. However, we left a voicemail message and send an e-mail to ********************** that we were unable to reach him via phone. With this, ********************** is well aware about the process, and he already have the account number and *** but its still necessary that the phone number should be active.
  
  If ********************** should still require assistance, he 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 1286653546.
  
  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: 12/01/2023

  Good Evening BBB

  Thank you so much for your assistance with these ridiculous unnecessary hoops and consistent run around tactics I'm experiencing with straight talk! A straight talk representative from their corporate office was cordial trying to resolve my issue, after he went through numerous channels with their company he contacted me at least 5 times until he was able to provide me with the telephone transfer pin number **** and ********************** talk account number *************** to release my elderly aunt phone number so her new home provider can connect her phone number to ************ for service. 

  Straight talk will not release my elderly aunt phone number with the transfer pin number and account number I received from **** at the ***************** when I called customer service they refused to transfer me to cooperate who was handling this case and had the nerve to tell me my aunt has to have an account with them for one year before they can release or unlock her number, before that their final answer was someone has to answer her landline on their device that never worked at all after countless attempts.   What kind of games is this company playing here? My aunt *************************** is 80 years old with medical under lining conditions and has been without a phone for 4 months because straight talk refuse to release or unlock her phone number not to mention once again their phone device never worked on her landline home phone after purchasing 3 of of them in the beginning. Do you have a law firm you can refer me to for straight talk consistent illegal practices, tactics lies and the runaround. This is unbelievable after conversing with straight personnel over 20 times and cooperate 5 times no one will resolve this simple request. My elderly aunt lives alone and I've kept date and time records conversing with them and hope my aunt *************************** does not have a medical emergency and can't call 911 for help due to straight talk negligence.   

  Thank you kindly,

  Victor 

   

   

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20824733
  

  Good Evening BBB

  Thank you so much for your assistance with these ridiculous unnecessary hoops and consistent run around tactics I'm experiencing with straight talk! A straight talk representative from their corporate office was cordial trying to resolve my issue, after he went through numerous channels with their company he contacted me at least 5 times until he was able to provide me with the telephone transfer pin number **** and ********************** talk account number *************** to release my elderly aunt phone number so her new home provider can connect her phone number to ************ for service. 

  Straight talk will not release my elderly aunt phone number with the transfer pin number and account number I received from **** at the ***************** when I called customer service they refused to transfer me to cooperate who was handling this case and had the nerve to tell me my aunt has to have an account with them for one year before they can release or unlock her number, before that their final answer was someone has to answer her landline on their device that never worked at all after countless attempts.   What kind of games is this company playing here? My aunt *************************** is 80 years old with medical under lining conditions and has been without a phone for 4 months because straight talk refuse to release or unlock her phone number not to mention once again their phone device never worked on her landline home phone after purchasing 3 of of them in the beginning. Do you have a law firm you can refer me to for straight talk consistent illegal practices, tactics lies and the runaround. This is unbelievable after conversing with straight personnel over 20 times and cooperate 5 times no one will resolve this simple request. My elderly aunt lives alone and I've kept date and time records conversing with them and hope my aunt *************************** does not have a medical emergency and can't call 911 for help due to straight talk negligence.   

  Thank you kindly,

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

   

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

  Customer Answer

  Date: 12/04/2023

  In addition to conversing with **** from straight talk corporate office, after he gave me *************************** transfer pin and account number to have her phone number released from straight talk to her new service provider, I called her current landline service provider Vonage and the transfer pin and account number ********************** talk gave me to give to them is locked and can't be transferred unless straight releases the phone number on their end. 
  

  When I called straight talk back regarding this issue they now states the corporate office told them *************************** will need to have had a landline phone service with them for at least 1 year for a device that never worked. This has been and still is a complete incompetent arrogant straight talk nightmare. The statements straight talk made earlier stating they tried calling me back with know response or cooperation from me is a pack of the consistent lies they tell. I've called this company over 20 times and lost count. 

  The only person that called me that I conversed with on a positive note at least 5 times was **** from the corporate office who gave me *************************** transfer pin and account number that ********************** talk want release for her new phone service provider Vonage to retain her original phone number. I see why straight talk has so many complaints against them and I'm sure they have many lawsuits pending.

  Business Response

  Date: 12/11/2023

  
  Dear ***************************,

  
  We would like to apologize for the inconvenience you have experienced with our services.  An attempt has been made to you via phone but unsuccessful in reaching you.

  
  We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes.
  
  
  An email has been sent to you and you may also reach me directly via email at *************************.
  
  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.

  
  Thank you for choosing Straight Talk Wireless.

  
  Sincerely,
  
  *************************
  Straight Talk Wireless,Inc.
  BBB Specialist 

  Customer Answer

  Date: 12/19/2023

  On several occasions I've conversed with Straight talk Sr ******* ************************* by ***** and email, receiving *************************** transfer pin number ****. I called *****'s new landline home ***** provider ****** and gave this pin number to them as instructed by **** on December 14, 2023,

  I also called Vonage everyday since I received *****'s transfer pin on Thursday 12/14/2023 and was finally informed that *****'s straight talk ***** number is no longer locked, however they are still waiting for straight talk to complete their next step to process and release Allie ***** number to them completely.  I'm a remote employee that work from home, it's never difficult to reach me by ***** at ************ or email ******************************** 

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

  Consumer Account Manager 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20824733
  
  

  On several occasions I've conversed with Straight talk Sr ******* ************************* by ***** and email, receiving *************************** transfer pin number ****. I called *****'s new landline home ***** provider ****** and gave this pin number to them as instructed by **** on December 14, 2023,

  I also called Vonage everyday since I received *****'s transfer pin on Thursday 12/14/2023 and was finally informed that *****'s straight talk ***** number is no longer locked, however they are still waiting for straight talk to complete their next step to process and release Allie ***** number to them completely.  I'm a remote employee that work from home, it's never difficult to reach me by ***** at ************ or email ******************************** 

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

  Consumer Account Manager
  

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

  Customer Answer

  Date: 12/28/2023

  Good Morning BBB,

  Please see the email below I received from ************************* with a transfer pin number to release *************************** ***** number because their device never worked in her home. 

  According to *****'s new home provider they are still unable to provide her new home landline service because straight talk is refusing to release the ***** number and consistently telling lies stating they have been trying to contact ***** when they have been conversing with me all the time.

  This is the second transfer pin number **** I received from a ********************** talk representatives to release Allie ***** number ************ and they are still refusing to release it pretending to resolve this issue. Now *****'s new home provider is stating the pin number is coming up invalid. 

  Thank you for your assistance with this, I will use emails conversing with straight talk, ***** records and notes on your better business bureau portal and present this to an Attorney at Law to assist her with straight talk frustrating, timely illegal tactics.

   

  Many thank!

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

  Consumer Account Manager 

  Note: Please see the email I received from **************************** Analyst-ERT Customer Svc
  ************************* who I'm beginning to assume is a fraud claiming the buck stops with her and this would be resolved. Jany is not responding to my emails regarding the bogus transfer pin number **** she provided below. 

   

  
  Cernadas, Jany 
  From:*************************
  To:********************************
  
  Thu, Dec 14 at 7:58 AM
  
  
  Dear ***************************,
  
  
  Please proceed with the following:
  
  NTP: ****
  MIN: **********
  
  
  Thank you,
  
  
  *************************
  Sr Analyst-ERT Customer Svc
  *************************
  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20824733
  
  

  Good Morning BBB,

  Please see the email below I received from ************************* with a transfer pin number to release *************************** ***** number because their device never worked in her home. 

  According to ******* new home provider they are still unable to provide her new home landline service because straight talk is refusing to release the ***** number and consistently telling lies stating they have been trying to contact ***** when they have been conversing with me all the time.

  This is the second transfer pin number **** I received from a ********************** talk representatives to release Allie ***** number ************ and they are still refusing to release it pretending to resolve this issue. Now *****'s new home provider is stating the pin number is coming up invalid. 

  Thank you for your assistance with this, I will use emails conversing with straight talk, ***** records and notes on your better business bureau portal and present this to an Attorney at Law to assist her with straight talk frustrating, timely illegal tactics.

   

  Many thank!

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

  Consumer Account Manager 

  Note: Please see the email I received from **************************** Analyst-ERT Customer Svc
  ************************* who I'm beginning to assume is a fraud claiming the buck stops with her and this would be resolved. Jany is not responding to my emails regarding the bogus transfer pin number **** she provided below. 

   

  
  Cernadas, Jany 
  From:*************************
  To:********************************
  
  Thu, Dec 14 at 7:58 AM
  
  
  Dear ***************************,
  
  
  Please proceed with the following:
  
  NTP: ****
  MIN: **********
  
  
  Thank you,
  
  
  *************************
  Sr Analyst-ERT Customer Svc
  *************************

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

  Business Response

  Date: 01/03/2024

  Dear ***************************,
  
  Per conversation the *** number has been sent to you via email to ******************************** concerning the phone number ending in 6295.
  All the above information has been provided so we will consider this matter closed.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  *************************
  Straight Talk Wireless, Inc.
  BBB Specialist 

  Business Response

  Date: 01/12/2024

  Dear ***************************,
  
  Per conversation the *** number has been sent to you via email to ******************************** with instructions on how to provide your account IMEI/Serial number along with the zip code to your new provider concerning your port out request for the phone number ending in 6295.
  To have your port out request processed you will need the phone number active. As courtesy two month of service was provided to you and your new service end date is 02/02/2024.
  All the above information has been provided so we will consider this as a final response.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  *************************
  Straight Talk Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 20824733
  
  

  Again *************************** phone provider ****** says there is a pending order on straight talk end asking for the scheduled date it was canceled. The transfer pin, account number and zip code is fine with no error message. 

  
  

  Please email me the scheduled cancelation date so *****'s phone provider can retrieve her phone number?
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/22/2024

  Dear ***************************,
  
  Per conversation the *** number has been sent to you via email to ******************************** with instructions on how to provide your account IMEI/Serial number along with the zip code to your new provider concerning your port out request for the phone number ending in 6295.
  To have your port out request processed you will need the phone number active. As courtesy two month of service was provided to you and your new service end date is 02/02/2024.
  All the above information has been provided so we will consider this as a final response.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  *************************
  Straight Talk Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 01/22/2024

  Thank you soooo much for reaching back out to me! 

  I spoke with *************************** ***** provider Vonage and gave them the new ending service date 02/02/2024 Jany provided back on 01/12/2024. 

  I'm assuming this is the pending order scheduled cancelation date straight talk is requesting and waiting for so they can release *****'s ***** number.  The transfer pin number, account number, ***** number and zip code looks good and went through fine. 
  
  The only pending order error message from Straight talk now is the schedule date it was canceled. Allie ***** provider ****** says give it 2-3 business days for an update. I hope this works, thanks again for all your help with this!   

  Account Overseer 

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

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 20824733
  
  

  Thank you soooo much for reaching back out to me! 

  I spoke with *************************** ***** provider Vonage and gave them the new ending service date 02/02/2024 Jany provided back on 01/12/2024. 

  I'm assuming this is the pending order scheduled cancelation date straight talk is requesting and waiting for so they can release *****'s ***** number.  The transfer pin number, account number, ***** number and zip code looks good and went through fine. 
  
  The only pending order error message from Straight talk now is the schedule date it was canceled. Allie ***** provider ****** says give it 2-3 business days for an update. I hope this works, thanks again for all your help with this!   

  Account Overseer 

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

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

  Business Response

  Date: 01/23/2024

  Dear ***************************,
  
  Per conversation the *** number has been sent to you via email to ******************************** with instructions on how to provide your account IMEI/Serial number along with the zip code to your new provider concerning your port out request for the phone number ending in 6295.
  To have your port out request processed you will need the phone number active. As courtesy two month of service was provided to you and your new service end date is 02/02/2024.
  All the above information has been provided so we will consider this as a final response.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  *************************
  Straight Talk Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 01/24/2024

  Good Afternoon,

  As I mentioned to Jany countless times, we've followed straight talk and her instructions to the letter for 5 months with no resolution. I spoke with *************************** ***** provider Vonage again today and once again from straight talk end the IMEI/Serial number, transfer pin number and zip code I provided to them is correct with no error message for this portion.

  Multiple times I've mentioned this to you through emails, straight talk error message is now requesting *****' ***** provider to enter a schedule transfer date when you will release her number. It's a Simple question. What is your schedule transfer date when straight talk will release *****'s ***** number not the date you are keeping her account open?

  These consistent irrelevant identical emails you send me when you feel the need to respond to my previous emails are repetitious unprofessional, negligent, offensive and incompetent.

  I can truly see why straight talk has over four thousand complaints and probably countless lawsuits.  After all this time conversing with straight talk you and your so called corporate office colleagues for five months, I've come to a conclusion that this is personal with someone within your company not to get this simple matter resolved,

  Again: All Vonage is asking for is the date you are requesting from them in your system error message, what date will straight talk release Allies ******** ***** number.  Again Simply what is the date? Their not asking for the date how long you are extending Allie ***** service with you. Each time we cross one of your unnecessary hurdles, straight talks comes back with something else we need to do or request we do the same thing over and over again.  

  Question: Since this is such a complex request for straight talk to resolve can someone from your company contact *************************** ***** provider and fix this, you have all her information to do this?

  Account overseer 

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

  
  .  

   
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20824733
  
  I am rejecting this response because: A Manager from *************************** phone provider ****** just contacted me and says they all they need is the schedule date straight talk will release her phone number.

  What is the scheduled date *****'s phone number will be released so her home provider Vonage can activate and turn her phone services on with them? Jany you stated a month of service has been applied to *****'s account due to our request and the new service end date is 02/02/2024. Is this the same date straight talk will release her phone number, if not what is the release date?

  Again please provide the scheduled date straight talk will release *************************** phone number. This is all they need, the transfer pin, IMEI account number and zip code is fine. Also the Manager from ****** says there is no error messages from straight talk requesting this date, her home provider vonage needs this date so we can move on and close this compliant once and for all!
  
  ***************************;
  Account Overseer 

  Customer Answer

  Date: 01/25/2024

  Jany,
  
  *************************** phone provider Vonage is waiting to receive straight talk schedule cancelation date they will release her phone number so they can finish the process and activate service with them, everything else is fine with the transfer pin number, IMEI / Serial number and the zip code. 
  
  Will you please have straight talk provide the scheduled cancelation date ******* phone number will be released so this case can be closed with the BBB and we can move on. 
  
  I gave Vonage the approaching new ending service date 02/02/2024 you extended and provided keeping the account open with ********************** talk. Is this the same date for the scheduled cancelation date ************;phone number will be released? This is all ******* phone provider Vonage / Manager needs and is waiting for to complete this process.
  
  

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

   Account Overseer 

  email: ******************************** 

  Phone: ************ 

   

  Customer Answer

  Date: 01/27/2024

  Hi ****,

  All the information you provided to be presented to *************************** phone provider Vonage is complete and has been for a while, there is no error messages from straight talk and your colleagues there are not responding to *************************** phone provider Vonage to release her phone number. You scheduled her account with ********************** talk to be closed on 02/02/2024. Why want straight talk release ******* phone number?  I can be reached at ************.

   

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

  Account Overseer 

   

   

   

  Business Response

  Date: 02/02/2024

  Dear ***************************,
  
  Per conversation the *** number has been sent to you via email to ******************************** with instructions on how to provide your account IMEI/Serial number along with the zip code to your new provider concerning your port out request for the phone number ending in 6295.
  To have your port out request processed you will need the phone number active. As courtesy two month of service was provided to you and your new service end date is 02/02/2024.
  All the above information has been provided so we will consider this as a final response.
  
  Thank you for choosing Straight Talk Wireless.
  
  Sincerely,
  
  *************************
  Straight Talk Wireless, Inc.
  BBB Specialist 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20824733
  
  I am rejecting this response because: **** and her straight talk colleagues are completely full of BS going on five months. 

  I spoke with **** on a three way call with *************************** phone provider Vonage this morning and the representative says there is now an error message stating the transfer pin has expired. How convenient! We've received three different pin numbers during this disaster and each time I called *****'s phone provider immediately on the same day with the transfer pin number and all the the other information required to port her phone number out to Vonage.
  
  Here's what straight talk is consistently doing, waiting for the transfer pin number to expire and then send an error message to *****'s phone provider stating the pin number has expired so they can't release the number.
  
  Now **** is saying ***** has to be charged to reopen an account with them where their device that never worked at her residents in the first place. I don't think so, **** / Straight kept the account open to never release the phone number, what good is that. I'm completely done with this insult to my intelligence not including the major time spent on this nonsense. 
  
  Jany is telling me I should have gave Vonage the pin number before 7 days expired, again after all this confusion I gave *****'s phone provider the transfer pin number on the same day each time I received it including this third and final one.
  
  I'm a college degreed logistic and Operation Manager for a major company and not ignorant by a long shot unable to follow simple instructions. In a nutshell straight talk is refusing to release *****'s phone number period. 
  
  
  I've gather critical information and seeking legal counsel regarding this distressing issue, this way I want have to deal with straight talk directly and **** attempting to overtalk me like I'm an idiot. 

  Thank you again for all your assistance attempting to help with straight talk antics. **** has not given me a forth pin number or emailed me as stated on how to port out the number and I do not want any more pointless instructions period! These are just form designed emails Jany is using when responding to my complaint. 

  Jany you and your garbage trickery lying straight talk colleagues can stop conversing with me immediately! The next time you will hear from us will be from *************************** Attorney petitioning the court to file a lawsuit against your company with it's over four thousand BBB complaints. Maybe you can insult their intelligence for a while. Cease and Desist all communication with us and we will see your horrible company in court.   

  Consumer Account Manager

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

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

• Initial Complaint

  Date:11/02/2023

  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 sent my phone in under warranty in August 2023, they have not sent me a phone as replacement, I've lost a lot of money due to missed calls, lost Contacts, and missed job opportunities, I have been hung up on ***** times, I've been name called, I've been told you will receive the phone in 3-5 days 4 dozen times, they are messing with me mentally, so much that I'm about to snap, I want a phone that I've been paying a lease on, they know I've sent my phone back, and they know they have my phone, this has gotten old a long time ago.

  Customer Answer

  Date: 11/09/2023

  They sent a phone back it was upgraded like they said but it is not new like I bought it is dented and refurbished and what I was led to believe they were going to send the refurbished do not carry a warranty like a new like I originally purchased, not even close but I'm afraid if I send it back it will take another three months for me to get it back, is it wrong of me to expect a new one like they led me to believe they were going to send they said nothing about refurbished that's not what I bought 

  Business Response

  Date: 11/20/2023

  
  November 17, 2023
  
  
  Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/03/2023, regarding BBB case # ******** complaint.
  Your complaint states you sent us a defective phone in August in order to receive a replacement. Upon contacting customer support in many occasions, you have not been able to get the replacement.
  Straight Talk Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed and a replacement request was issued for your damaged phone on 08/22/2023 per ticket # **********. Our warehouse records indicate that we received your damaged phone on 09/14/2023 with the *** tracking 1Z6980XX9074266161 generated on 08/24/2023.
  Upon receiving your phone, account records indicate that the replacement phone requested was out of stock at that time, being this the ******* Galaxy A42 (S426). We apologize for any inconvenience this update may have caused; we have updated the ticket on 11/03/2023 and the phone requested to be sent was ******* Galaxy A53 (S536).
  
  Per *** 1Z7X28F00240453058 tracking number we have confirmed that the replacement device was delivered on 11/07/2023 at ***********, **. Our records indicate that your account is active for phone number ending in **** and that the service plan is linked with the replacement phone based on the usage records.
  We have contacted you on 11/04/2023 to the phone number ********** and informed you that time about the changes on the ticket.
  We attempted to reach you multiple times via phone after that and email was sent to *********************** on 11/06/2023, 11/10/2023, 10/11/2023 and 11/17/2023; however, we were unable to speak with you. You have replied to our emails stating that you were told the phone you were going to receive was a new ******* Galaxy A54; instead, you received a refurbished ******* A53 with only 60 days of warranty.
  We replied to you explaining that according to our return policy, a new replacement phone will be sent if your defective device is return within the first 15 days of warranty, and we can make the exception until the first 30. You have received a refurbish phone that will work with the warranty of the previous phone since this is an internal exchange process.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1286511993.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  
  Tracfone Wireless ****

  Customer Answer

  Date: 11/21/2023

   
  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 **** finally got a phone back, but it's not a new phone, it is a refurbished phone but irrelevant, once the lease is paid up I am going far away from this company. If I had known their reviews where as bad as they are, I would have never have gone to straight talk, but thank you for your help.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/02/2023

  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 bought an iPhone 11 from Straight Talk in 2021. I fully paid off this device and they are refusing to unlock the carrier lock. And said that I can never use my phone for any service other than them they also said it can be carrier unlocked after 12 months and Ive had it for 24 months, Ive looked into this a bit and they are in the wrong, please BBB help me

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  Dear *********************:
  
  
  We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated November 02, 2023, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you bought an iPhone 11 from Straight Talk in 2021, and fully paid for the device. Now, you are trying to get it unlocked but, you were informed by customer service that your device can be carrier unlocked after 12 months, and you mentioned that you have been using the device and service for 24 months.
  
  Please know that if the Straight Talk device was activated with Straight ************ prior to November 23, 2021, then the device must have been active on Straight ************ for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months. If the Straight Talk device was activated with new service on the Straight Talk network on or after November 23, 2021, then at least sixty (60) days must have elapsed since the device was activated.
  
  We checked your account and according to the system, your device does not meet the requirements to unlock it for free today, as it has not been activated for more than 60 days. You will be eligible for free unlocking after 12 months of paid and active service. However, you can still unlock the device today, for a fee of $6 plus taxes where applicable.
  
  Straight Talk Wireless 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 contacted you via phone ************ on 11/14/23 to discuss about the unlocking policy. Consequently, we were trying to process the payment fee, but you were not able to authenticate the account, as you mentioned that the account security pin was modified without your consent. We were trying to validate the frequent dialed numbers in the last 60 days, but you were not agreeing with the process and decided not to continue with the assistance.
  
  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 Straight Talk Wireless.
  
  
  Sincerely,

  
  Tracfone Wireless ****
  

  
  

• Initial Complaint

  Date:11/02/2023

  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 bought my straighttalk phone outright through ******* and I've been using the $45 prepaid service plan probably for close to 8 months now. Within the first month or 2 while I was at work all of a sudden my phone was restricted and wouldn't work. Called Straight talk and they said I had to call smartpay leasing company. Made absolutely 0 sense to me, so after arguing with them cause they wouldn't get me to a supervisor I decided to call smartpay. Took absolutely forever because their automated machine doesn't allow you to pass the verification step without verification. Finally got ahold of someone and they admitted I had no ties with them and they apologized and assured me it wouldn't happen again. So the 18th of Oct rolls up and I renew my service. I was g9od for until the following Sunday, which is the day I have to pick my son up a hour away from my house. I use GPS and of course my service to communicate. A little way into the drive my phone was restricted again! This time in the middle of the highway with no service and no wifi. Literally stranded me on the highway. No my sons at jeopardy and I only got lucky cause a stranger let me use his phone. I can't call smartpay cause their closed and straight talk did the transfer call in a circle as usual. I got ahold of someone on Monday. He said he fixed it in the system and it'll be resolved In 2-5 days. 6 days later, I'm still without a phone and I'm freaking out. I call them again and they said the same exact thing. 2-5 days, sorry, won't happen again. And it's now another week past with nothing. I emailed them and they said I have to pay off the lease first! What? I never had one to begin with!. Now I'm furious cause neither straight talk nor smartpay are trying to help. At this point, I want the money for this phone I bought back or a whole new phone with new imei and I was my money back for the service plans I'm paying for that is a total waste. Was always I huge straight talk fan until this horribl neglect

  Customer Answer

  Date: 11/02/2023

  I would just like to add, I have the receipt from ******* as well as my service purchase history.

  Business Response

  Date: 11/17/2023

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/02/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been using Straight Talk Wireless for 8 months and within the first couple of months the phone service was restricted unexpectedly and would not work. Upon contacting customer service, you were advised to communicate with Smart Pay; they fixed the issue and assured that it would not happen again, yet it occurred one more time. Therefore, you would like to get a refund.
  
  Upon further investigation we have determined that due to an unexpected error the system mistakenly deactivated your phone line as is registered in our records with the Lease to own program with Smart Pay.
  
  We attempted to contact you to the contact number ************ and email sent to ************************ on 11/04/2023 without success. We received your email response indicating that you do not have an alternate line at the time.
  
  On 11/08/2023 we received your call back and we successfully re-activated your account as per Ticket No. **********. Since, we have corrected the system error and removed your account from the incorrect Lease to own status in order to prevent any service disconnection in the future.
  
  If you 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 1286505707.

  
  Based upon the foregoing, we will close this matter as a resolution was provided.

  
  Thank you for choosing Straight Talk Wireless.       

  
  

• Initial Complaint

  Date:11/02/2023

  Type:Sales and Advertising 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 contacted straight talk about shutting my line down and making sure the auto refill was off since my phone was stolen . The fist guy I talked to a week ago was very rude . But I had no issue getting into my account . Now I called back again to make sure auto refill was off and the lady is telling me all the info for my phone number is wrong the pass codes and email . I called back after she hung up and asked for a supervisor she hung up again

  Business Response

  Date: 11/14/2023

  Dear Chyloe Laguna:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 2, 2023 regarding BBB Case number ******** complaint.  
          
  ****************** complaint alleged that she contacted Straight Talk Wireless to deactivate her stolen device and to cancel her auto pay. Thus, she kept contacting with the same issue however, it has not been resolved. 
  
  Upon review, ****************** name is associated to both Straight Talk and TracFone Wireless account, however, it does not match to her physical and email address. 
  
  With this, due to limited information, we attempted to contact with **************** on November 6, 2023, November 7, 2023, November 8, 2023, November 9, 2023, and November 13, 2023 via phone # **********, however, our call routed to a voicemail. We left voicemail and we sent her emails through her email address ****************** ,however, we have not received an email response from her.   
  
  If **************** should still require assistance, she 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 *******, *******, *******, ******* and ******* or Ticket Number 1286585756. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:11/01/2023

  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.

  Straight talk, according to themselves, bill you every 30 days. Each month, I get a text message saying my service will end and provides the end date of service. For the last few months, the end date gets fewer and fewer than the 30 day billing cycle. This is the second month in a row that I have called about the bill. My service end date for the month of October was 10/7/2023. The start date of the new billing cycle would be 10/8/2023. I called straight talk to advise that 30 days from the first day of billing cycle of 10/8 is NOT 11/5. It would be 11/6. With a new billing cycle date of 11/7/2023. I called and the rep I spoke with agreed it was not 30 days but the computer said it was correct. I asked to be transferred to a supervisor and I was told the call was not transferable and I would have to call back. They have done this for the last several months are are ending the billing cycles before the *********************************************************************************************************************************** out of a few days service every month. The months go by and they keep doing this. If they do this to every customer, every month, how much money are they stealing? They will not put a US rep on the line after asking numerous times, they will not even take the time to look. They just say the bill is correct. I want to speak with someone who is over the off shore reps who can look at the billing cycles and refund the money they have been taking by shorting me a few days every month.

  Business Response

  Date: 11/17/2023

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 2, 2023, regarding BBB Case ******** complaint.  
  
  Ms. ******** complaint states that the account was enrolled in auto pay which bill every 30 days, however; she receive messages saying his service will end. For the last few months the end date gets fewer and fewer than the 30 days billing cycle. This happen for the last several months and are ending the billing cycle before 30 days.
  
  Upon review, Ms. ******** account shows active in the system. The device is VoLTE compatible that works under ******* tower. Furthermore, upon checking the account it was not enrolled in our auto pay. We apologize for the recent issues that ****************** may have experienced with her ***************** In order to assist ****************** with her complaint we need to ask information on her Straight Talk account to further assist her concern and authenticate the account for security purposes.
  
  Please know that TracFone Wireless customers 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 made an attempt to contact ****************** via phone number ********** and email address *********************** on 11/7/2023, 11/8/2023, 11/9/2023, 11/14/2023 and 11/16/2023 but we were unable to reach her. ****************** did not respond in our email and calls. We are still waiting to hear from him.
  
  If ****************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to ticket number 1286650208.
  
  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
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  Oct 25th I was double charged from straight talk. They charged my debt card ******. I had just paid ****** for 3 month of service on Sept. 27th. And was not suppose to be billed again until Dec 27th. On Wednesday Oct 25th when double billed, I called customer services for ********************** talk and was on the phone for an hour trying to get figured out. We did and they said I would be reimbursed the ******. So on Friday Oct 27th I still had not received the money so I called again. The lady this time said my ticket was never processed but she was going to take care of it, I was to not worry. Gave me a ticket number and said I would get the money soon in my account. Now come November 1st I still have not received reimbursement. I call today at 2:30 ..1st person tells me the ticket was never processed. Then we get disconnected. I have called back and lost connection 6 x and on the phone for over 2.5 hours. They keep telling me they are putting a ticket in, give them a mi. Then disconnected. ********* told me the I will be getting my money back at some point !!!! I don't have an extre 285$. I bought tickets to go to a show last weekend with my kids for Halloween and we could not go because I did not have gas money. I am still waiting on my money. Worst customer service ever!!!!

  Business Response

  Date: 11/14/2023

  Dear ***************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 01, 2023regarding BBB Case number ******** complaint.  
          
  ************** complaint alleges that she was charged double from the month of October with an amount of $285.48. ************** had called customer service multiple times with no success. 
   
  As per our investigation, it was evidently showing on **** ****** account that she was billed twice for the service plan of $130, *** Data, *** Talk/Txt/ ILD to Mex and Can, with 5GB HS per month, 3-Months. Subsequently, a refund request has created referring to the ticket number **********. It shows from the ticket that an amount of $141.95 was being refunded not the compete amount of $285.48. Thus, we need ************** to discuss this matter.
   
  We spoke with ************** on 11/08/2023 via phone number **********. As per conversation, we discuss to her about the refund. She confirmed that she received the partial refund amounting $141.95 however, she doesnt bother to make a follow-up on the remaining amount. Customer was distressing her inconveniences she had experienced just to get the refund worked therefore, we both agreed for a compensation but beforehand, customer needs to authenticate the account in which she does not have the phone on session. We agreed for a callback.
   
  On 11/09/2023 and 11/13/2023, we attempted to call the customer via phone number ending **** and send an email to ********************* However, failed to reach the ***************
   
  Furthermore, we thanked ************** for bringing this concern to us.
   
  If ************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to ticket number 1286595097.
   
  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 

• Initial Complaint

  Date:11/01/2023

  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 noticed that i was not given the advertised discount for being apart of the auto renewal every month for 2 months. may be longer, but the website will only let me go back 90 days on transactions. I called straight talk ONLY to get the amount of the discount. The representative failed to inform me that they can not do partial refunds. This resulted in her refunding my whole payment, and deactivating my phone. The refund takes 3-5 days to go back into my account. A 2nd representative told me that he could not cancel the refund and restore my service. I would have to purchase another service plan in order for my service to turn back on (which i used that money to purchase today but now have to wait for it to return to my account). This has turned into a huge inconvenience all because their system overcharged me.

  Business Response

  Date: 11/14/2023

  Dear *********************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 1, 2023, regarding BBB Case number ******** complaint.  
          
  ********************** alleged she was not given an auto renewal discount as being advertised and she was not refunded by Straight Talk Wireless.
  
  Upon review, the account has been inactive since 11/01/23 09:32:52 AM and it was activated on 04/17/22 03:42:39 PM. As per interaction notes, dated on 06/21/2023 12:34 PM, weve noticed ********************** requested to add points for the plan she purchased on July the 4th and she repeatedly called us on 07/04/2023 09:27 AM for refund request. 
  
  
  For further assistance, we should have contacted with ********************** on 11/4/2023, 11/6/2023, 11/7/2023, and 11/8/2023 and 11/13/2023, however, due to an inactive account we sent her emails through her email address ********************* however we did not receive any email response from her. 
  
  If ********************** should still require assistance, she 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 *******, *******, *******, ******* and ******* or Ticket Number 1286494016.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless 
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20810581
  
  I am rejecting this response because: the email you stated in your response is incorrect. It is not my full email as listed. I'm over this. I have went to a different cell service and will no longer deal with Straight Talk. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/14/2023

  Please end this complaint. I made not conducting business with Straight Talk and have started using a different cell service provider.

  Thank you.

• Initial Complaint

  Date:11/01/2023

  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 simply asked and employee at Straight talk to remove an inactive line from my account instead he left that one on there and removed both my active lines now I can't access my account on my ********************** talk account app can't receive award points, don't have access to the points I already have and don't receive my discounts for refilling 2 lines monthly, please get my account ********************** so it's charging me regular price

  Business Response

  Date: 11/14/2023

  Dear *******************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 11/1/2023 regarding BBB Case number ******** complaint.
   
  In accordance with Ms. ******* complaint alleges that she contacted customer support to remove an inactive line from her account but instead, the employee removed both active lines and keep the inactive one. Now she cannot access her account via My Account app/web, cant receive reward points and she dont receive her refill discounts.
   
  As per investigation, Ms. ******* account is *************** provisioned in our system, our record shows that there was a ticket created for system error with reference ticket ********** on 10/30/23. Hence, we need to speak with **************** to further assist.
   
  Straight Talk Wireless 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.
   
  Attempts were made to contact **************** via number ************ on 11/4/2023, 11/6/2023, 11/7/2023, 11/11/2023 and 11/14/2023, however we were unable to reach her. We have sent a message via email ********************** for response unfortunately, she doesnt respond yet. We are still waiting for Ms. ******* response for us to resolve this matter accordingly.
   
  Refer to ticket number 1286508720.
   
  If **************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
   
  Based upon the foregoing, we will close this matter unless we hear from you.

  
  Thank you for choosing Straight Talk Wireless. 

• Initial Complaint

  Date:10/31/2023

  Type:Order 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.

  Oct 31,2023 paid Staight Talk wireless $38.09 for over 2 years minimum

  Customer Answer

  Date: 11/01/2023

  I tried numerous phone calls after they turned off my phone as **** card expired.  I ask them for Piin Transfer number numerous times and each time I was transferred and once someone answered, the phone went dead.

  I finally got through to a lady on the 31st around noon and I told her I had that number long before I joined Straight Talk. She told me I had to pay over $100.00 for them to give me the transfer number and since they locked my phone...to also unlock my phone.  She told me I had to pay to get that done.  I've had the phone since Jan of 2021 I believe so the phone was paid for at the ******* in ****** **.  

  Anyways, I just need the piin transfer number and my phone unlocked. 

  Thank you so much

  Business Response

  Date: 11/13/2023

  November 10, 2023
  
  Dear *********************************:
  
  
  We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated November 01, 2023, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you paid $38.09 on Straight **** services for over 2 years minimum and, you want to unlock your phone and get the Number Transfer Pin of your device, as you had it prior to joining Straight ****.
  
  Please know that if the Straight **** device was activated with Straight **** Service prior to November 23, 2021, then the device must have been active on Straight **** Service for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months. If the Straight **** device was activated with new service on the Straight **** network on or after November 23, 2021, then at least sixty (60) days must have elapsed since the device was activated.
  
  We checked your account and according to the system, your device, which Serial number ends in **** does not meet the requirements to unlock it for free today, as it was paid for 150 days and active for 146 days. You will be eligible for free unlocking after 12 months of paid and active service. However, you can still unlock the device today, for a fee of $102 plus taxes where applicable.
  
  On the other hand, we reviewed your account, and it is suspended in our system as of today. As per policy, a phone number needs to be active with the service provider in order to be eligible for porting to another service provider. Therefore, your account must be active before porting can occur to an alternate service provider.
  
  Additionally, to receive a Number Transfer Pin (***), you must text t keyword "***" on the device in use to ******, the 4-digit Transfer *** will be sent to the phone, however, your phone is currently suspended; therefore, you must call the *** department number: ************** and use ***: ****** to speak to an agent. The *** is time sensitive and will expire in 7 days.
  
  We have contacted you on 11/10/23 via phone number ************ and you provided a device from Wal-*********** mobile, which ends in **** to get it unlocked; however, based in our records, the device has only been active for 10 months; therefore, we advised you that the phone needs 2 months of paid and active service with the same phone number ending in **** to be eligible for free unlocking, but you were not agreeing with the resolution and decided not to continue with the assistance.
  
  If you should still require assistance, you can contact ************** enter *** ****. 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 Straight Talk Wireless.

  
  Sincerely,
  
   Tracfone Wireless ****
  

  
  

  Customer Answer

  Date: 11/13/2023

   
  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.

   Also after talking to straight talk, I was informed that ******* failed to register the correct  IMEI number on the phone I purchased.  

  And since I am not going to pay Straight talk for 2 months of service just to get my phone back, I have decided to close this complaint
  
  Sincerely,
  
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