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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Straight Talk stated that my grandbaby abused her unlimited minutes. The complaint I have is they locked up her phone and this phone doesn't belong to Straight Talk. To take her off the plan is one thing but to lock her phone up where she can't take it to another provider it's just not right. I think straight talk should provide her another iPhone or unlock the one she has so she can go to another provider. Her number was ************ my number ************

  Business Response

  Date: 04/02/2025

  Dear ****** *****:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated March 21, 2025, regarding BBB Case number # ******** complaint.
  
  Your complaint states that your grandchilds phone was locked up and could not be used to another service provider due to unauthorized use of unlimited minutes.
  
  We reviewed the account with phone number ending in 2493, and determined that it was permanently deactivated due to continuous uninterrupted voice calls, an example of unauthorized use of service. Please note that Straight Talk Terms and Conditions indicate that a customer engaged in any unauthorized use may have their Service suspended and/or terminated, in our sole discretion. In addition, our records show that this is already the second time that the phone was deactivated due to same reason.
  
  Please be advised that Straight Talk WirelessUnlocking Policy indicates that one of the conditions to unlock a phone is that the cellphone has not been reported stolen or lost, and there are no indicators of fraud.
  
  We spoke with you via phone number ************ on 03/25/2025 and discussed the status of the account and service concerns; however, you expressed disappointment and mentioned that you will be discussing with your granddaughter about this matter.
  
  To provide further assistance, we attempted to reach you via phone numbers *****************-373-2493 and email were sent to ****************** on 03/26/2025, 03/27/2025 and 03/31/2025. We were unable to reach you via call; however,we received your reply thru email indicating that you already contacted customer service and was informed that the phone could not be unlocked.
  
  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.
  
  
  
  **************************************************

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service 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 asked straight talk to stop charging my card and they say they will but straight talk continues to charge my card fraudulently and this needs to stop and they need to remove my account

  Business Response

  Date: 04/02/2025

  Dear ***** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB case number ******** complaints.
  
  Your complaint states that Straight Talk should stop charging you and they need to remove your account.
  
  ******************** 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 searched the system for your account and found an active Straight Talk line that is currently enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. Therefore, to stop the charges, Auto Pay enrollment must be cancelled and to do that, the account must be authenticated; same goes with removing the account as well. With that, it would be best for us to speak with you.
  
  We attempted to contact you via phone number ************ and email, *********************** on 3/24/2025, 3/25/2025, 3/27/2025,3/28/2025 and 3/31/2025 but with no success. We have not heard or received any response from you.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1317107505. 
  
  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:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refilled me phone service. I accidently entered the wrong phone number Last digits put in were 1884 and should have been 1885. The incident happened on 03/21/2025. As soon as I realized what happened. I called and put in the wrong number. I reached out to customer service and said there was nothing I could. I am going to file a dispute with my bank also. I think that it is sad that they have a customer service call center and I always have to request a supervisor or go through all troubles and wait weeks and weeks for assistance. I have and continue to be a long time customer. It is just frustrating. I am requesting a refund of *****.

  Business Response

  Date: 04/02/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you accidentally refilled your new plan to an incorrect number and upon calling customer support for assistance, they were unable to resolve the issue. You are now requesting a refund of $45.98.
  
  Upon review, we have verified that a $45 airtime plan was added to the phone number ending in 1884 using your credit/debit card. It was confirmed as well that no existing case has ever happened before. Therefore, as a one-time courtesy we can transfer the plan added to your phone number.
  
  We attempted to contact you multiple times via phone numbers ************** and ************** on 03/24/2025, 03/25/2025 03/26/2025,03/27/2025 and 03/30/2025, but we were unable to speak with you. However, you are responding to our emails sent via ****************** Please know that we are unable to process a refund for the airtime plan, but we have already managed to transfer the plan to your phone. Reference number **********. Your phones Service Due Date is now scheduled for 5/20/2025.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1317122380. 
  
  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:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 03/21/2025

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

  Customer Answer

  Date: 03/22/2025

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

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/31/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB case number ******** complaint.
  
  Your complaint states that Straight Talk locked your phone after porting out your number to another service provider leading you to purchase a new phone. Thus, you are requesting Straight Talk to pay for your new device.
  
  Upon review, we found that your Straight Talk account has been deactivated due to a port out request with reference number ********** on 3/18/2025, at the same time an unlocking request was also process that day with a service ticket 1316695064.
  
  We spoke with you on 3/21/2025 via phone number ************** and you requested a refund for the phone with the **** number ending in 5604;however, the device is not registered in our system. Therefore, we had to decline your refund request. Meanwhile, an escalation was submitted to know why your iPhone device is still locked with our network. A positive response was received on this escalation on 3/25/2025 and that same day, you have confirmed that the phone is working properly with the new carrier
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1316895365. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/31/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been paying for a family members phone service, but that phone is lost, and you have a challenge in authenticating the account to turn it off. You already cancelled two of your credit cards, but you are still getting billed. You need these charges to stop.
  
  We spoke with you on 3/24/2025 via phone number ********** and you provided the account information we need to work on.The account was successfully authenticated, and we managed to complete its cancellation.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1316837001. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early January 2025, I had 3 fraudulent charges on my ******** credit card. I called my bank, reported the charges, and cancelled the card. One charge was to Straighttalk Wireless for $50 for a prepaid phone card. ******** credit card investigated the matter. Straighttalk Wireless FALSELY reported to ******** that it has had an "ongoing business relationship" with me. Straighttalk also FALSELY reported that I authorized the charge for a $50 prepaid card. While Straighttalk listed my name and address on the correspondence, it also provided a phone number that was unknown to **** called Straighttalk wireless customer service and was provided no help. I asked them to provide me information on the "ongoing business relationship" they allegedly have with me because I have NEVER done business with Straighttalk wireless nor have I EVER purchased a prepaid phone card from them or any place. Straighttalk indicated that the alleged phone number they had for me was "no longer in service."I asked if I could discuss this with whoever prepared the report in response to ********'s inquiry, but was told no.I asked them if they could remove my name from their system because I've never done business with them, but I was told no.Their advice was to get a new credit card and change my address.I am now having to pay $50 for a fraudulent charge based on Straighttalk Wireless' false correspondence to ********.I am utterly flabbergasted at their response to ******** and am told I have no recourse whatsoever.

  Business Response

  Date: 04/01/2025

  Dear ******* ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 19, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you disputed three unauthorized charges to your account with your bank; however, Straight Talk deemed one of the charges authorized, so the dispute for the $50 charge was not processed. In addition, you mentioned that you have no account with ********************** Talk, and requested to remove your name out of the system.
  
  Please note that 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.
  
  We searched our system using your address, email address and contact number; however, we were unable to locate an account in our system. An in-depth review, we were able to find a transaction 01/08/2025 for the amount of $50 by using your name and last name, as well as the account attached to the transaction. Our system indicates, the chargeback dispute was ruled to be invalid, and all evidence indicates that it was not fraudulent and was authorized by the cardholder.
  
  We spoke with you on 03/28/2025 via phone number ************, and discussed the aforementioned. You were informed,after further investigation with your financial institution, it was determined that the charge was authorized and you will have to contact your Bank for more information.
  
  If you should still require assistance, you can contact an agent at ************** enter PIN ****. 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 1316891681. 
  
  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:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account has been created using my email address. Not the end of the world, but I am based in ********* and the Straight Talk Wireless website is IP address blocked so I am unable to access it. They have no email contact (at least visible from ******** because again I cannot access their website) and have been spamming me for two years.I am not the only person overseas who has been signed up this way, and it is impossible to get myself out of it because of this company's bad business practices. Their lack of flexibility in contacting them leaves this my only option.

  Business Response

  Date: 04/01/2025

   

  Dear **** J,

  We have received and reviewed your Better Business Bureau complaint. 

  This response is in reference to your correspondence dated March 19, 2025, regarding BBB Case number ******** complaint. 

  Your complaint states that there was a Straight Talk account created using your email address and have been spamming you for two years already. You were unable to access the account since ******************** website's IP address is blocked in ********* and no other email contact information can be used.

  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future.

  In our review,our records show no account associated with your email address;*********************. Nevertheless, we submitted a request to further check in our system and removed your email address if we identified that your email address was indeed registered to receive Straight Talk promotional emails.

  We attempted to contact you via email at ********************* on 03/20/2025, 03/21/2025, 03/22/2025,03/24/2025, and on 03/28/2025; however, we have not received any response from you.

  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 1316823449.

  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely, 

  
  Executive Resolution Department.

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/27/2025

  Dear **** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you bought an iPhone and was using it with Straight Talk. You decided to switch service provider and wanted to use your phone with them. However, you were advised to unlock the device.
  
  Unlocking Policy states that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  Upon review, the record shows that the 60-day requirement for the free unlocking has yet to elapse; thus, phone is still locked with its current carrier.
  
  We spoke with you on 3/25/2025 via phone number ************ and discuss your unlocking request. We laid out our unlocking policy and you stated that you will contact us once you decide on how to proceed.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1316836454. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 28th I got on the straight talk website and seen they have to promos going on until April 15th for a new phone ..I skipped the ******* phone and hit the free moto phone when I did it brought me to a screen that asked if this was a new customer, upgrade or adding a line. I picked upgrade and had to put in my number then it had me pick out my phone plan (which was a 55 gold unlimited plan) and then asked which color which was only black, filled in my shipping info and the total was estimated to be ***** but it came out to *****.. I have about 30 screenshots and 3 recordings .. and the order number wasn't found one time and then the other 3 hours on the phone today I was told it's because I added the plan I purchased on feb28th to my current phone.. when on February 28th I was told it would be 1 to 4 days and I would have my new phone I had to add the $55 plan to my current phone on March 5th because my phone time ended and I still had no phone. I have kids and a sick Grandpa and I can't go without a phone and once again this was an upgrade so that means once I get the phone it would be switched over to it as a upgrade and I was already supposed to have my phone so now I'm screwed they screwed me before they screwed me out of a plan and this is just sick

  Business Response

  Date: 03/27/2025

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 3/18/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order on 2/28/2025 for a new phone and chose an upgraded plan to avail the promotional phone for free; however, you still have not received the phone, and you had to purchase another plan to extend your service. Therefore, you wanted to cancel the order and get a refund.
  
  Due to high demand of orders for our Straight Talk free phone offer, there is an expected delay in processing orders. You will receive a notification through email once the tracking number is available.
  
  Please be advised that the service plan that came with your phone order will be added in the reserve. It will be added on the service due date of your account, unless you will opt to add it prior your service due date. To get a refund for an order which was already placed online, please decline the package, for it to be returned back to the warehouse.Otherwise, you will need to send it back to the warehouse and pay for a shipping fee.
  
  We have not found the free phone order you placed online as mentioned in your complaint, using the available information. In order for us to investigate this matter, please provide us with the order number generated when you placed the order. On the other hand, Transaction History of your phone number ending in 3129 shows that a $55 30-day unlimited plan was purchased on 2/28/2025 through the website. The plan was added to the account on 3/5/2025, and Usage Records indicate that the phone is working and service is being used.
  
  We received your call on 3/19/2025,and you mentioned that you want to receive the phone instead of a refund;however, we could not find the order you placed, and you could not provide an order Id number. We spoke with you again on 3/25/2025, via phone number ************,and discussed the aforementioned. In order to avail the ongoing free phone offer, you need to place an order online. You disagreed and disconnected the call.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1316766598.
  
  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: 04/13/2025

   
  Complaint: 23078927
  
  I am rejecting this response because: straight talk has done nothing but s**** me over
  
  Sincerely,
  
  ***** *****