Customer ReviewsforPureTalk

I have been trying to add an authorized user to my account for over one week. I've called again today and on hold for over *************************************************************************************************************** by the email i sent to them by their representative. I am on the verge of switching companies since customer support is so poor.

Hello, *****! We understand the frustration of waiting to reach **************** and we sincerely apologize for the inconvenience. You may add another account holder through your account portal at www.puretalk.com/account/login. After signing in, select the Profile tab, choose Contact Name, and add the name of the authorized user. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

I purchased a phone from YOUR company. After activating service, I had service for a day. Waited on line to speak to customer service for an hour and was told the phone they sold me was blacklisted and I have to wait another 24 to 72 hours for their IT department to resolve this so I can get my phone service back! Beware of this company. This is not the first issue we have had.

Hello, *****! We sincerely apologize for the inconvenience caused by the incorrect blacklisting of your phone. We understand how frustrating this must be, and we appreciate your patience as we work to resolve this issue.

We have initiated a request to remove the blacklist status, which we anticipate will be completed by July 30, 2024. Once the blacklist is removed, please restart your phone to reactivate service.

If you have any further questions or concerns, or if your service is not restored by the expected date, please don't hesitate to contact our *************************** at **************. Your feedback is valuable to us as we strive to improve the PureTalk experience. - A.M.

I have been on hold this time for 45mins and still holding. Was on hold this morning for 1hr 28 mins before someone answered, yesterday for 34 mins and a couple of days prior 28 mins. Once you get through to customer service they are nice and helpful (except this last round when they didn't set up my sons eSIM correctly hence the reason I'm on hold AGAIN). Puretalk also does NOT have "great coverage". I'd say it's more mediocre, like usually we have 1-2 bars where ever we are (we RV and travel a lot), I think a few times we've had 3 bars, right now I have 2 and every person I've spoken to today says my voice is choppy and I've had to repeat constantly. Well back to holding, now it's 48 mins on hold. Would NOT recommend Puretalk to anyone.

Hello, *****! We sincerely apologize for the extremely long wait times you've experienced and the ongoing issues with your service. Your feedback is invaluable to us as we strive to improve our customer experience.

We understand how frustrating it is to encounter these problems, especially when traveling. Be sure your device uses the latest software and carrier updates by connecting to Wi-Fi and going to Settings > Software Update or Settings > General > Software Update.

Your network settings may need to be reset. For instructions, visit www.puretalk.com/data. If you have additional questions or concerns, please call us at1-800-768-4360. We're also available via our Contact Form at ********************************************** and on social media sites ********* Instagram, and X ********* for a live chat.- C.H.

I have been on hold now for 1hr and 45 minutes. This is my third time trying to get through to customer service. The first time my call was dropped once I got through after 45 minutes of waiting. The second time I called, I had to hang up because I wasnt able to speak to anyone after 20 minutes and I had another commitment. I am trying to speak to someone about setting up a brand new flip phone for my grandfather. We have read all of the directions and followed each step carefully. The *** card is in the phone, but continues to say Insert a *** Card. The phone and *** were purchased from Pure Talk. The service has been terrible. I cant imagine my 80 year old grandparents trying to do this on their own. They insisted on going with Pure Talk over other cell phone providers because it is an ***************** This company prays on the elderly who are patriotic and try to support their country. They should be ashamed.

Hello, *********! Thank you for contacting PureTalk and for your patience. We sincerely apologize for the incredibly long wait times you've experienced and the frustration this has caused. This is absolutely not the level of service we strive to provide.
 
 We understand your concern about setting up the new flip phone for your grandfather. Would you be open to trying our online support? The wait times are typically much shorter, and a representative can assist you with troubleshooting the *** card issue. Our Support Team is available via our Contact Form at ******************************************************* on ********* Instagram, and X ********* social media sites for live chat.
 
 We would be happy to investigate your concerns further and ensure you have a positive experience with PureTalk. Thank you for contacting the PureTalk Support team! We appreciate your business! -C.H. 

No one from customer service is picking up the phone. I have terrible service issues that need to be addressed, and no one will pick up the phone when I call, and, yes, I am calling during their business hours. I am paying for terrible service, which used to be fine, but they apparently have no employees, anymore,

Hello, ***! We're aware of the higher call volume than usual, and we apologize for the wait you've encountered. We know your time is valuable, and we want to get you connected ASAP. Here are some troubleshooting steps you can try to get your phone working again:
 
 Android
 1. Connect to Wi-Fi and go to Settings > System or Software update > Check for updates to check if updates are available.
 2. Go to Settings > System or ****************** > Advanced > Reset options > Reset network settings.
 3. Go to www.puretalk.com/data and follow the instructions to update your APN settings.
 
 iPhone
 1. Go to Settings > Airplane Mode > Switch to turn > Wait a few minutes > Switch to turn off. (Airplane Mode can also be turned on/off from the Control Center)
 2. Connect to Wi-Fi and go to Settings > General > Software Update.
 3. Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings you've used before. 
 
 We appreciate your patience, **** If you're still having trouble after trying these steps, please let us know and we'll be happy to help further. Thank you for your feedback! It helps us improve the PureTalk experience. - A.M.

My Iphone 7 stopped receiving and unable to also make calls. Phone is old - I know. I liked Pure Talk up to this point. I bought a (what I was led to believe was a NEW Iphone 13) cost was over ******. I asked for overnight delivery since I was involved with 2 commission deals where the phone is extremely important, the customer rep said "sorry, I already submitted the order and it will be a 2 day delivery". Since she was nice I didn't make an issue of it. I just received the 13 via ***** and began the task of the transfer of data, etc. I called Pure Talk to help activate and make sure I have the same number etc. With the help of customer service rep, we went through the steps but the "new phone" would not turn on. She kept putting me on hold but nothing worked. She became defiant in her stance that "just repack the phone and send it back to us" - I NEED MY PHONE - I ASKED IF THIS WAS A NEW 13 IPHONE OR REFURBISHED ONE. SHE SAID I DON'T KNOW. VERY UNHELPFUL AND WHEN I GOT ANGRY AND SAID THE **** S*** SHE TOLD ME SHE WAS HANGING UP AND DID! I have been with Pure Talk for 2 years and have brought several friends to using Pure Talk. I am shocked that this is the Veteren owned customer service you have implemented. I NEED A PHONE - so because she was offended - sorry that is her job and obviously she can't handle it. NOT SURE WHAT TO DO NOW.

Hi, *********! We understand the frustration of having trouble activating your new iPhone 13. We apologize if our **************** wasn't helpful. We have checked your order and confirmed the iPhone 13 you purchased is brand new. If the phone is not functioning, you must contact **************** at ************** to submit a return request. You may view our return policy as well as the return address at ****************************************************. Once we receive the phone, it will be inspected and tested. Upon approval, we will post your refund to your payment card. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

I wish I could give zero stars. PureTalk has terrible customer service. You wait for an hour to speak with someone that is unable to help you because they're just a sales person. We decided to switch carriers because of the terrible customer service. ********************** claimed that phones were unlocked automatically when we cancelled service. LIES! They held our phones hostage by not unlocking them! Our new carrier had to get involved to try and get them unlocked. My wife's phone was finally unlocked after a week of battling with them. Mine is still locked after TWO WEEKS! To top it off, they billed us for service after they had turned our service off. We had to contact our bank to stop payment. They are the worst! Avoid them!

Hello, *******! Thank you for taking the time to share your experience with PureTalk. We sincerely apologize for the frustration you've encountered with our customer service, phone unlocking process, and unexpected billing.

This falls short of the service we strive to deliver, and we take your feedback seriously. We're investigating the issues you mentioned regarding wait times, representative knowledge, and inaccurate billing.

We understand you'd like to unlock your devices to use on another network. Since you bought your phone from a previous carrier, unlocking capabilities fall outside of PureTalk's scope. We sincerely apologize for any inconvenience this may cause.

To unlock your device, we recommend contacting your original carrier directly. They'll have the necessary tools and information to assist you efficiently. Thank you for your feedback, which has always helped us improve the PureTalk experience. -C.H.

**************** is terrible! Every time you call it has a recorded message we are experiencing longer than normal wait times 45 min. or better. My dad purchased a phone and service because he is on a fixed income thinking he could save some money, to end up with a phone and no service, not to mention being billed for a month of service for a phone not activated. This all boils down to a 6 digit pin they dont recognize, along with 2 phone numbers that they dont recognize. I had him sitting beside me to answer personal questions and they still would not give him any information on his own account. One of the latest calls left my dad and I sitting in limbo, can you hold a minute, Ill be right back, 35 minutes went by and she never came back. The next tech, said I hate to hear that and either hung up or accidentally disconnected us, after waiting on hold for 45 minutes. This whole deal has just been a headache! I shouldve checked reviews before he purchasedhad I known he was fixing to purchase! I guess well just chalk it up as ****** learned.

Hello, ****! We sincerely apologize for the extended hold times and any inconvenience you may have been caused. We know waiting isn't ideal, and we appreciate your patience. To best protect your account information, our agents need to verify the account holder's name, address, PIN, and phone number. This ensures we're speaking with the authorized person. We see you've already spoken with an agent and a ticket has been escalated. Our leadership team will be reviewing it, and an agent will reach out to you directly to follow up. We appreciate your understanding as we work to resolve this issue quickly. - A.M.

Pure Talk **************** is the worst on hold for over an hour each time( over a dozen times) I give up.Pure Talk High jacks my phone each time I open an application, Im forced to watch a 15 second add. Every time my Ring goes off, or any other application , your forced to watch a 15 second add.Now I cant even cancel, customer service doent respond at all. My phone number is now High Jacked, to Pure talk. cant tranfer my number, customer service doesnt exist.

Hello, *******! We sincerely apologize for the extremely frustrating experience you've had with Pure Talk. Your feedback about our customer service, intrusive ads, and inability to cancel your service is deeply concerning. We understand how upsetting this must be, and we want to assure you that your concerns are taken seriously.

Regarding the ads on your device, these may be controlled either by the device or by the individual applications. PureTalk does not put ads on devices. We recommend contacting your device manufacturer directly for assistance.

To port your phone number to a new carrier, you must provide your new carrier with your PureTalk account number, account PIN, and full name and address exactly as they appear on your account. If this information needs to be updated, you may go online to www.puretalk.com and log into your Account Portal. The account number may also be viewed in the Account Portal, and a PIN may be set. If you choose not to establish an account PIN, you may utilize 0000 or 1111 as the **** Thank you for your patience and understanding. -C.H.