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:10/23/2023

  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.

  During the month of December of 2022, my mom received a Moxee Wireless Home Phone Base Station. On Friday, we began to experience problems and contacted support department. On Monday, October 23, 2023, I have called at least four times, three resulted in someone on their end hanging up and the fourth call ended with the representative explaining to me that even though the warranty is guaranteed for one year, I can't receive a replacement because I have not paid the minimum number of service plans. I explained that the box is completely dead and will no longer power up.The warranty is for one year and the product no longer works, I would think that legally the Company is responsible for providing a replacement. The representative provided a ticket number 467364.I would greatly appreciate some assistance.***************************** - Telephone Number for the base is **************

  Business Response

  Date: 11/02/2023

  Dear ***************************:
  
   We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 23, 2023, regarding BBB case # ******** complaint.
  
  Your complaint states that your mom received a Moxee Wireless Home Phone Base Station in December 2022 and in October 2023 she began to experience issues with the device; consequently, you contacted customer support to resolve the issue explaining that the device does not power on, but you did not receive the required assistance.
  
  Your account has been reviewed and we determined the device needed to be replaced, since it is unusable. As a result, we contacted you via phone at ************ on 10/27/2023 and after discussing the findings in your account a replacement request was issued for your damaged Straight Talk Wireless phone on the same date; as per ticket reference No. **********. We advised you to allow within 3- 5 business days for the receipt of the replacement device.
  
  Per *** tracking number 1ZY870930200270597 we have confirmed that the replacement device was delivered on 11/01/2023 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 appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. Our records indicate that you contacted customer service several times on 10/20/2023 and 10/23/2023. The customer service interaction records show that we discussed your devices malfunction. The calls, however, were not recorded. We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  We spoke with you again on 11/02/2023; you confirmed that the phone was received and it is working properly. You stated that no more assistance is required.
  
  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 1286079077.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Straight Talk Wireless

• Initial Complaint

  Date:10/22/2023

  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 contacted Straight Talk to get on their multi-plan for 4 lines for $100 as advertised. ****************************************************. They combined our numbers into an email account that we don't have and then deleted our current accounts. In trying to resolve this they told me that they would combine the accounts under my email, then they would call within 24 hours, they never did. I called them and spoke with a live body and they hung up on me. I spoke with them again, and they told me it would be another 24 hours. My daughter was out of time and I am being forced to pay $50 more for the service that they had advertised. I want a refund and I want the problem that they created resolved.

  Business Response

  Date: 10/26/2023

   Dear *******************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 23, 2023, regarding BBB case # ******** complaint.
          
  Your complaint states that you presented several issues with the multiline set up for 4 lines; additionally you noticed that the lines were set up with an email address that you did not have the access. When you called the customer support for help, they have not provided the required assistance.
  
  Please know that Straight Talk is now offering multi-line discounts on accounts that have more than one line active with the $45 plan in an account. Multi-Line discount is restricted to the Silver $45 Plan and above. The adjustment occurs to customers who are joining during a current accounts monthly service cycle, or before July 19th, 2023, or for those who used to have different Service End Date. Moreover, all accounts will be aligned on the next month.
  
  We checked your account for the last 30 days of service; it does appear that the multi-line feature for Straight Talk Wireless was not properly set up due to a system error, which caused your account to have the incorrect Service End Date for all the lines.
  
  By October 24, 2023 the account was already set up with the proper multi-line feature, all of the lines were receiving the service and based on the usage records, they were working good. To confirm if the email was correct we needed to speak with you and discuss this matter.
  
  We have contacted you via phone number ************ on 10/24/2023; you explained that the way that you find to restore your service was by getting physical airtime card. Additionally we confirmed the email address and you stated that it was correct.
  
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training. We issued ************************************************************************** ****, ****, **** and ****.
  
  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 1285917076.  Based upon the foregoing, we will close this matter unless we hear from you. 
  
  Thank you for choosing Straight Talk Wireless.
  Sincerely,
  
  Tracfone Wireless Inc.       
  

  Customer Answer

  Date: 10/26/2023

   
  Better Business Bureau:
  
  I solved the issue myself. They called after the fact. 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:10/22/2023

  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.

  10/22/2023 I contacted Straight Talk to add data so my mother could tether her smart TV to her phone, and watch ******* until the internet is connected to her new address. I was repeatedly asked to provide alternate phone numbers. I offered my POA document. My mother purchased additional data thru me to no avail. Before I called straight talk her iPhone was displayed in the wireless signals available but during the call and following StraightTalk customer service assistance the iPhone no longer displays as an option/network to select. I want the charges reversed as the work was incomplete and ineffective.

  Customer Answer

  Date: 10/24/2023

  Tracfone called me today and left a garbled message. Then they emailed me to call them to discuss the complaint. I called them and they said they couldnt resolve our issue and that we should purchase a different straight talk wireless plan. I believe a more experienced representative is needed; I think I got lectured. It was weird. 

  Business Response

  Date: 11/03/2023

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/23/2023, regarding BBB Case number ******** complaint.
  
  Your complaint states that in 10/22/2023 you contacted Straight Talk Wireless customer service support team, in order to add mobile data to your mothers account thus she could tether her smart TV to her phone with no avail. Furthermore, you added that your mother was able to add the mobile data by herself, but the connectivity issue remained. Due to the impasses, you requested to have the charges reversed as the work was incomplete and ineffective.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  Please be advised that as per Terms and Conditions states, all aspects of the service, including, plan rates, offerings, features, functionality and other product specifications are subject to change without notice or obligation. All talk and standby times are quoted in digital mode and are approximate. Minutes, texts, data and service days do not have cash value and are non-refundable. Additionally, no refunds or discounts will be given for plans purchased that are not compatible or supported by your phone.
  
  Due to the nature of your complaint, it would be best to speak with you as it is imperative for us to have your mothers account information in order to address this matter accordingly by providing further troubleshooting steps to the phone, with the aim of discovering the reason why the impasse is been generated.
  
  Attempts were made to get in touch with you via phone at ************ and e-mails were sent to ************************** on 10/24/23, 10/25/23, 10/26/23, 10/29/23   and 11/02/23; however, we were unable to speak with you and although you responded to our e-mails no further information was provided.
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or 1285897179.
  
  Based upon the foregoing, we will close this case unless we hear from you.
  
  Thank you for choosing Straight Talk Wireless.
  

• Initial Complaint

  Date:10/22/2023

  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.

  They are refusing to unlock a phone I purchased almost a year ago unless I pay them over $900

  Business Response

  Date: 10/30/2023

  
  October 27, 2023
  
  Dear ***********************:
  
  
  We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated October 23, 2023, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you purchased a phone almost a year ago and now you want to get it unlocked, but you mentioned that you were asked to pay for a fee to have the phone unlocked.
  
  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 was paid for 150 days and active for 202 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 $90 plus taxes where applicable. This fee is non-refundable.
  
  We contacted you via phone ************ on 10/27/23 to inform you about the unlocking policy, 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 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 Inc.         

  
  

• Initial Complaint

  Date:10/22/2023

  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.

  Refund never received after returning phone and them receiving it on Sept 18, 2023 called many times And every time they hang up they do not understand the words -Supervisor-Refund. My return RA and sent thru Fed Ex on Sept 13 received and signed by them Sept 18th ****

  Customer Answer

  Date: 10/25/2023

  Straight talk said another 30 days wait for a refund that would be over 60 days of holding on to the device I returned and they signed for on Sept 18

  This is the most unacceptable refund and crappy company I every did business with.
   I want my refund by tomorrow in full back to my credit card. On top of the 500 calls I made and I was hung on because no one understood what a refund meant . 

  No supervisors no refund department. I had to go thru the BBB and my credit card company

  melody Hipsman 

  Customer Answer

  Date: 10/25/2023

  Straight talk said another 30 days wait for a refund that would be over 60 days of holding on to the device I returned and they signed for on Sept 18

  This is the most unacceptable refund and crappy company I every did business with.
   I want my refund by tomorrow in full back to my credit card. On top of the 500 calls I made and I was hung on because no one understood what a refund meant . 

  No supervisors no refund department. I had to go thru the BBB and my credit card company

  melody Hipsman 

  Business Response

  Date: 10/30/2023

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/22/2023, regarding BBB Case number ******** complaint.
  Your complaint states that you have not received a refund requested you started on September of 2023, and you already sent the phone.
  We have contacted you on 07/26/2023 and confirmed that the phone was delivered at our warehouse on 09/18/2023 received on 09/29/2023. Therefore, we re-started the Refund Process of your phone as per Ticket No. **********.  The credit will be posted on your account within 3 - 5 business days after processing. However, it may take up to 30 days for you to see it reflected on your account depending on your financial institution.
  We spoke with you on 07/28/2023 and you informed us that you received the refund successfully.
  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 1285898129.

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

  
  Thank you for choosing Straight Talk Wireless.
  

  
  

  Customer Answer

  Date: 10/30/2023

  After multiple phone calls with Straight Talk they finally after over a month gave me a full refund I will never do business with them again 

   

   

  Customer Answer

  Date: 10/30/2023

   
  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.   After multiple phone calls with Straight Talk they finally after over a month gave me a full refund I will never do business with them again
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/22/2023

  Type:Billing 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 was told on the app they would charge ***** for monthly bill and they were trying to charge 42$ and then 52$

  Business Response

  Date: 10/31/2023

  Dear ***********************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 31, 2023 regarding BBB Case number ******** complaint.  
   
  ******************** complaint alleges that she was told on the app that she will be charge $30.01 for monthly bill, however, she was tried to be charged $42 and then $52.
              
  Upon review, we were not able to locate an account using her information provided. Thus, we need to speak with the customer to provide complete assistance and to attend to this matter accordingly.
   
  We spoke ********************, October 24, 2023, but she requested for a callback after 30 minutes. We attempted to contact ******************** at her requested time, but we were unsuccessful, we were routed to voicemail. We attempted to contact again Ms. ********* 10/25/2023, 10/26/2023, 10/27/2023 and 10/31/2023, but we were unsuccessful, we were routed to voicemail.
           
  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 KANA reference number ******* or Ticket Number 1285913542.
  

  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:10/22/2023

  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.

  Agents for tech support very abusive!!! Told me on the phone after being disconnected multiple times that I deserved to be treated as I was and threatening my livelihood. Made it clear he was from a foreign country. Are we allowing straight talk to make threats of violence against Americans cause they dont want to help.??

  Business Response

  Date: 10/30/2023

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

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/22/2023, regarding BBB Case number ******** complaint.

  
  Your complaint states that you experienced difficulties with the customer service team and described the assistance as abusive.
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements.

  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.

  
  We have contacted you on 10/24/2023 via phone ************, and you requested to be contact by our Corporate ***** Offices; therefore, we programed a callback.

  
  Our ***** Offices contacted you on 10/27/2023 via phone and you informed us that you were mistreated by a representative from our customer service team and would like to be provided with the recording of the calls. Please know, in order for us to make further investigation steps it is required to gather the required information from the call that you performed to customer service at that time, such as, date and time. Nonetheless, you refused to provide the information and our assistance.  

  
  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 1285897493.

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

  
  Thank you for choosing Straight Talk Wireless.
  

  
  

• Initial Complaint

  Date:10/22/2023

  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.

  In the latter part of July 2023 I purchased a ******* phone from ******* for $300.00. As using the phione, it became clear that there were several numbers in my contact list that the phone would not connect me with. I went to the Straight talk Rep in the ******* store and after 30 minutes working on the phone, he told me he couldn't repair it and to send it back. ******* would not take it back because it was over 14 days from purchase. They said I had to go through Straight Talk. I called Straight Talk. It took three days of calling to finally get someone to agree to sending the phone back for a replacement. I sent phone back, **** on Sept. 15. Today is Oct. 22 and I have not received a replacement. I have been on the phone many, many hours and have been told SEVERAL times that I would receive the phone in 3 to 5 business days. They were lies. They have confirmed they received my phone. I told them I would take a phone of less value, but still no phone. i have also called Trac Phone and received the same lies. On Oct. 20 I called Straight Talk and asked for a transfer pin number to leave their service. They said I had to pay ******************************************************* a transfer pin. They have my $300 phone and they have the nerve to ask for $10 more! This has been a frustrating, depressing process. It is over a month that I have not had a phone. My husband's phone is ************. I would deeply appreciate anything you can do to resolve this matter. Thank you.

  Business Response

  Date: 11/06/2023

  Dear *******************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 22, 2023, regarding BBB Case number ******** complaint.
  **************** complaint states that she purchased a ******* phone at ******* for $300 in the latter part of July 2023. However, it was not working right as there are numbers on her contact list that would not let her connect. She called Straight Talk and agreed to replace the phone. She sent back the phone via *** on 09/15/2023. But up until now she did not receive the replacement phone.
  **************** was contacted on 10/31/2023 and 11/05/2023 via phone number ********** and **********. As per conversation, we informed her that ticket was not updated yet. No tracking information generated by the system for the reason that the phone is not available at the warehouse. We also confirmed her that we have already received the defective phone which she returned on 09/20/2023, 3:44 PM. Nevertheless, **************** is willing to receive a comparable phone with the same price. With that being said, we send an escalation to send a replacement phone the soonest possible time.
  As per review, ticket number ********** was created on 09/11/2023 to send a replacement phone to the customer. However, it was delayed due to unavailability of the same model. It is a high-end phone; therefore, we could not be able to send a comparable device. But we assured **************** that she will be receiving the replacement phone as soon as the escalation team approved our request.
  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 ******* or Ticket Number 1285919352.
  Based upon the foregoing, we will close this matter unless we hear from you.

  Thank you for choosing Straight Talk Wireless and have a great day.
   
  Sincerely,
   
   
  Executive Resolution Department
   

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20766356
  
  I am rejecting this response because:I have had numerous phone conversations with Straight Talk Representatives from Mid September up to two days ago.  I sent the phone to them at their request on September 15 by UPS.  They have repeatedly said I would receive a replacement phone in 3 to 5 business days.  It is now November 6th and I have not received a phone.  Their representatives have asked me  early on if I would accept a less than comparable phone as a replacement.   I said I would because I wanted to keep my phone number.  Still, I have received nothing. 

  Unfortunately based on these conversations with Straight Talk, I do not think they are going to replace the phone at all.  As of 2 days ago, they are still telling me that I will receive a phone in 3 to 5 business days.  Calling them seems to accomplish nothing.  They said they will not reimburse me for the value of the phone.  So they have received a $300 phone and have done nothing to compensate me for my loss.  It is coming up on 2 months this has been going on.   I find it hard to believe that a large corporation like Straight Talk find it impossible to replace a phone.   It is a sad commentary on how they conduct their business. 

  Thank you to the BBB for your attention to this matter.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/16/2023

  
  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services.  
  An attempt has been made to you via phone to the phone number ending **** and receiving a busy signal 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.
  
  What is a good contact phone number where you can be reached? 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
  BBB Specialist 

  Customer Answer

  Date: 11/16/2023

   
  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.
  After 6 weeks, Straight Talk has sent me my replacement phone.  A heartfelt Thank You to BBB for getting through to them when I couldn't.  Thank you very much for your help.
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/17/2023

  Thank you so much for your help in solving my complaint.  I spent over 6 weeks on the phone with no results, then I wrote to you. The problem  was resolved in a short time after your involvement.  I wish more people knew about your excellent service.  Thanks again. 

• Initial Complaint

  Date:10/22/2023

  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 a new phone from ******** marketplace for straighttalk. I called straighttalk to have it activated and they told me I needed to buy a new *** card through them so I did. When they sent it to me I called them back to activate my phone like I was supposed to. But the issue is I wasn't getting any mobile data .I called them I don't know a dozen times to try and get it fixed several of those times I was hung up on and it never got fixed so on Friday October 19th I called once again but this time it's because I didn't have any phone internet or anything. During speaking to the gentleman about it I got cut off once again or hang up on or whichever. I decided to call back later because I had to get to work . When it came to calling after work to finish talking to them and get the issue resolved all of a sudden they cannot find my phone number my IMEI everything in the system is just lost. Mind you not a single person would listen to what I was trying to say to them about not being able to find my account in the way that they were trying to find it. They hung up on me several times, very rude, never did resolve my issue . I had to go buy a new phone and I got a new phone company but now here I am sitting with almost a whole month that I never got to use of this phone of $47.46 and then a $6.02 charge for a *** card that was supposed to be overnighted and didnt receive for 3 days,that I never used. Talking to their customer service is such a joke that I decided to switch phone companies and I don't even want to ask for a refund for the phone I bought my marketplace but I do want a refund for is the month of service I did not get to use and the *** card I did not get to use because they lost my information and somehow shut off my phone . also with that being said my card was on auto pay I want to make sure that my car does not get charged for this account again

  Business Response

  Date: 10/26/2023

  Dear *************************,
  
              We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 22, 2023 regarding BBB Case number ******** complaint.  
  
  ****************** complaint alleges that he bought a new Straight Talk phone from ******** marketplace. She called in and have it activated and was told he needed to buy a new *** card. When she received the *** card, she called in again to activate the phone with the new ***, however, she cannot use her data. She called in several times to fix this issue, but she was kept on getting disconnected every time. On October 19th, she called once again and this time it is not only about the data but as well as the service, but once again, got disconnected. She called back again only to find out that his phone number and the ***** everything in the system got lost. He had to go and buy a new phone and got to a new company. He wanted to ask for a refund for the service plan that was not used together with the *** card that he purchased on our website. And to make sure that he will not be charged for the auto-pay. 
               
              Upon review, we were not able to locate an account using the information provided in the complaint letter. Thus, we need to speak with the customer to provide complete assistance and to attend to this matter accordingly.
  
              We spoke with ****, ****************** wife, October 24, 2023, and she provided us with the phone number and an ***** however, it does not showed up in our system. She provided us the *** card, it showed up but with a different phone number. She have successfully authenticated the account. Upon processing refund for the *** card with order # *********, system is showing ERROR. And also when processing refund for the service plan with reference # BRM20231003032490709, error shows Partial Refund is not Allowed. So we created a ticket for Refund Escalation with the ticket # **********. We informed **** that we will give them a call once we have the update for this refund ticket. On October 26, 2023, we spoke with **************** and as per conversation, we have informed him that we have an update for the ticket created for the refund escalation stating that there is a usage in the service and we cannot able to process the refund. He wanted to check if he will still be charged for the monthly plan, and we assured him that system is showing that auto-pay was already removed from his account, therefore, he do not need to worry about being charged. And he added that he will continue his complaint with BBB because he only uses his service for only 6 hours and already refused to be assisted.
  
              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 KANA reference number ******* or Ticket Number 1285910020.
  
             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: 10/28/2023

   
  Complaint: 20766335
  
  I am rejecting this response because Ive had a straight talk phone for a better part of a decade . I can show on my billing statements where they took off for payment of my bill each month and now my account just vanished. On the phone I provided the order number for the sim card  to the lady.  She said she was putting in for a refund for the month service and the price of the *** card. She said I would lose out on the shipping few I paid to have the *** card overnight shipped though I got it 3 days later. The all of a sudden I'm not getting refunded? She asked if I wanted a refund or to fix the problem. I explained to her I wanted the refund. I said that her customer service reps were so awful, I decided to get another company. So she asks if I want a refund for her to say I don't get one for the plan? 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/02/2023

  Dear *************************,
  
  This is in response your rebuttal 10/30/2023 regarding your Better Business Bureau complaint.
  
  As a curtesy a credit of $47.46 has been credited back to the card on file.
  
  We attempted to contact you at ************ but was unsuccessful
  
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Straight Talk Wireless to service your cellular needs.
  For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  **** **********************************************
  Office : ***********************
  ******************************
  Freda501107
  Ticket # **********

• Initial Complaint

  Date:10/20/2023

  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 a new iPhone 14 pro *** unlocked with esim installed. Straight talk activated the phone 7 months ago I am not satisfied with their service and I wanted to transfer my number to ******** Straight talk has my phone locked to their device and they wont unlock it for me to use another provider. I went back to them to get service with them. They activated the phone again with their service but the phone is not working right. It went off. I cannot make or receive calls I asked them to unlock my phone from their services since I didnt buy the phone from them. They are refusing. They are not responding to my concern that I dont have phone service. They took my money and I am not receiving service. Can someone look into this thank you

  Business Response

  Date: 11/07/2023

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21, 2023 BBB Case number ******** complaint.
  In accordance to Mr. ******** complaint alleges that he bought an iphone 14 Pro *** unlocked with esim 7 months ago then activated it in Straight Talk Wireless. Hes having an issue with the service so he decided to switch to another carrier but Straight Talk lock his phone and refusing to unlock from their service. Now he doesnt have a service he cannot make or received calls.
  Upon further review, account was activated on October 20, 2023 and records show that there are multiple upgrade ticket that was made on the account. And call records indicate that the phone is successfully being used. With this, it is best to speak with the customer for further assistance since hes having an issue with the phone.
  On October 27, 2023 ****************** had ported out his number to another carrier with reference ticket number: **********.
  We spoke with ****************** on October 29, 2023 he confirmed that he already went to another carrier. And he requesting a refund for the plan that was added on October 20, 2023 with the amount of $38.29 since he did not used the service because the phone is not working. We called the other department and spoke one of the representative to verify the usage. Since there was no usage ****************** is eligible for a refund.
  Straight Talk 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.
  
  Moreover, on October 30, 2023 we created an escalation regarding with the refund request ticket reference number: ********** and provide the turnaround time to ******************.
  
  In addition, on November 2, 2023, refund was processed Merchant ID: ********************, Date of ************ 11/02/2023, Amount refunded: $38.29, Refund confirmation ID: ****************. These credit posts usually occur within 3-5 business days after processing and have them make contact with their bank for verification of this credit posting. Therefore, we made a last call to ****************** on November 6, 2023 we inform him that refund was granted and he agreed. End the call.
  
  Refer to ticket number **********.