Business Profile

Telecommunication Equipment

Page Plus

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Page Plus's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

53 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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Submit a Complaint

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:08/25/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8-18-2022 my new carrier submitted for port forward of my Page Plus Phone number (which I brought to them over 10 years ago). They immediately dropped the phone off my account but did not allow the port forward to happen. It is now 8-25-2022 and they still have not released it. My renewal wasn't due until the 23rd so my account was in good standing at the time of the request.I called them and they said it was released the first day, but they "have no records as there is no active phone on my account". My new carrier says they acknowledged the account, but have not gotten the port forwarded number.I decided to quit PPC because they would not honor the auto-renewal that was active on my account, leaving me to contact them to turn back on my phone and pay the non-auto-pay price.
Business Response
Date: 09/06/2022
Dear ***************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 25, 2022, regarding BBB case number ******** complaint.

**************** complaint states that his requested phone number to be ported-out from Page Plus Cellular was not successful.

We were able to speak with **************** on our call made to number ********** on September 6, 2022, to which he confirms that the phone number was properly ported out. **************** made a confirmation as well through our email communications on his email address ******************** on September 2, 2022, that the phone number was properly ported-out from our service on August 23, 2022.

If **************** would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. 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 Page Plus **************************************************************************
Customer Answer
Date: 09/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I am considering the matter resolved, but a comment that it took two weeks for the actual transfer to happen.
The Number had not been released immediately, or else there would have been no need for this report. Also, Page Plus Cellular has been calling from and "anonymous" phone number/id almost to the point of harassment. I had confirmed to them the day after it was actually forwarded and usable, yet they continued to keep calling. I had to tell them it was already confirmed and to stop calling. Later that day (9-6-22) they called again asking for a *****************
This all would have been avoided had they just forwarded the number right after they confirmed the account existed to my new carrier. I wouldn't have switched if they would have processed my auto-renewal as it stated on my account it was active.

Sincerely,

***************************
Initial Complaint
Date:08/02/2022
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.
Because I cannot make or receive calls today from my phone *************, I called Page Plus.. After numerous calls * two reps...******** * *********** HOURS on the phone, the issue is STILL not resolved. Before we hung up for the second time with Mikee, we attempted to both make * receive a call with the above #. No problem. Once Mikee hung-up, I yet again cannot make or receive calls. She even had us remove the *** card, as if it had been tampered with or some other ludicrous idea. I am reporting this extremely egregious and ineffective serviceto the BBB.*********************************
Business Response
Date: 08/16/2022
Dear *********************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 03, 2022, regarding BBB case number ******** complaint.

Ms. ******* complaint states she cannot make and receive any calls.

We attempted to reach Ms. ******* multiple times from August 08, 2022 to August 15, 2022 through phone number ********** and email address ********************* but we failed to reach her and does not receive any response from our email communications as well.

As per our investigation, Ms. ******** phone number is still active in our system, service is still intact however; as we check on the device, it shows on our system that the phone does not have any HD voice compatibility. With this, the phone will no longer be working and supported by our system as we made transition to a Voice-Over LTE(VoLTE) connectivity. Ms. ******* will need to have a new device that supports HD Voice capability. Once available, we can have her service transferred to her desired HD voice compatible phone.

If Ms. ******* would seek further assistance, she may contact our customer hotline ************** enter PIN **** for further assistance with this matter. 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 Page Plus Cellular.


Sincerely,

Executive *********************
Customer Answer
Date: 08/22/2022

Complaint: 17662819

I am rejecting this response because: I should not have to purchase a 'new device' because ********************** products and service are so substandard.

Sincerely,

*********************************
Initial Complaint
Date:07/29/2022
Type:Delivery 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.
ORDER DATE: 7/25/2022 2:57:00 PMORDER NUMBER: ******** STATUS: COMPLETE AMOUNT: $12.25 The above order reportedly failed, but page plus cannot find the order in their system and the charge has been posted to my card. I would like the order to be refunded.
Business Response
Date: 08/15/2022
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2022, regarding BBB case number ******** complaint.

********************** complaint states the he made an order but it failed added that the order cannot be found on our system and is requesting for a refund.

We made several attempts to reach ********************** from August 05, 2022 to August 12, 2022 through phone number ********** but we failed to reach him. Nonetheless, we were able to communicate with him through email address *************************************** giving us confirmation to process the refund.

As per investigation, ********************** purchased a 100 Minutes voice card on July 25, 2022 order number ********. The card is still active in our system and havent been added yet to any account. The card is eligible for a refund up until the next 180 days from the day of the purchase.

************************ responses on our email gives us approval to process the request but we have informed him that upon processing so, we need to verify and authenticate the purchase for security and to avoid any fraudulent actions. Other option we offer is for ********************** to file a dispute to his bank regarding with the order.

If ********************** would seek further assistance, he may contact our customer hotline ************** enter PIN **** for further assistance with this matter. 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 Page Plus Cellular.


Sincerely,

Executive *********************
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ********************** Cellular with the same phone number for the last 15 years. Every month for the past 10 months, once my monthly cell phone plan has been billed to my account, the data is disabled. I have called customer service nearly every month since then to have them turn my data back on. Several representatives have told me candidly that they do this to most customers every month now (including my fiance, for the record( and that it is because they are afraid that people are using their cell phones as mobile hot spots. They told me to install a profile on my phone every month by going on wifi (which is not always practical if I am on vacation). Today this profile "trick" stopped working. I called customer service and they told me my data had been disabled and it would be disabled again next month when I paid my premium and I would have to call back then too. This is completely unacceptable. I have tried to be patient with them but this practice needs to change or they will lose at least 2 customers in this household. Thank you.
Business Response
Date: 08/09/2022
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 20, 2022, regarding BBB case #******** complaint.
Your complaint states that you have been having issues to use the data service on your phone and your fiancs phone, as they are getting disabled every month.

We have attempted to reach you multiple times via phone ************ without success on 07/27/2022, 08/02/2022, 08/03/2022, 08/05/2022 and 08/09/2022; however, we were unable to speak with you.

If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday.

Please refer to e-mail reference with ********************** and Ticket Number 1259832660.

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

Thank you for choosing Page Plus Cellular.
Customer Answer
Date: 08/09/2022

Complaint: 17593128

I am rejecting this response because:
I did speak with representatives from Tracfone and page plus on 3 occasions regarding this Bbb complaint and the matter is still unresolved. One time the representative actually laughed at me. The last call that I answered from Tracfone, yesterday, I got transferred to Page plus again and she knows about this issue I think as it happens to many people but she cant do anything to help me. I told her to call me back on August 20 the next time the program renews again and invariably the Data gets turned off after my monthly plan renews again. This matter will need to be escalated to a manager yet no one is willing to do that. I gave times to call me when I was available and they almost always call when I am at work and cannot take the call. I gave recievied no emails trying to resolve the issue, yet rather only form emails saying they tried to call and to call back and respond with good times to reach me . The extension they give me to call is for Tracfone and they transfer me to page plus who also claims they cannot help me.
Escalate the matter to management. Maybe I need a new SIM card??? Or a new account on your end? Is there a bug associated with my mailing address (which could explain my fiancs identical problem)??? Im just brainstorming here but youre really not doing anything at all to help address the problem and I can barely understand you besides. As a customer for 15 years I am appalled at how bad your customer service has become.
Sincerely,

*******************************
Business Response
Date: 08/26/2022
Dear *******************************,

This is in response to the August 1, 2022, rebuttal to Better Business Bureau complaint ##******* .

A further review has been made on the account, and the phone number is provisioned with talk text and data. We do are not getting reports of data outages with the carrier. Since data does start working, with no troubleshooting with customer service, we recommend that you power the phone off and on to ensure that updates have reached the phone. The issue you are encountering does not indicate the need to change the **** If the issue persists, please contact customer service for troubleshooting with the carrier, before the purchase of a new ****

We have agents available to assist with this complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Page Plus Wireless provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. 6142

Customer Answer
Date: 08/30/2022

Complaint: 17593128

I am rejecting this response because:
I have called the customer service department at least once (and sometimes as much as 3 times) each month on the 20th since September 2021 to fix this issue as it happens every month when my plan resets. Generally the customer service department needs to manually reset it in order for it to work and I cannot fix it on my end. This is a known issue which several techs have admitted to me. You do not seem to keep call records which is not really a great business practice. On August 20, 2022, the same issue happened (data was disabled after my autopay went through for my new monthly plan). I had to call back 3 times to get it fixed. I do always turn off and turn on my phone again as the first way to try to fix the problem, and you all know this is a problem that affects some customers (including my fiance, who has his own separate plan) as you have admitted this to me in the past. Your answer then, as now, is to call customer service every month to have it fixed. This is unacceptable. You have done nothing to help me fix this recurring issue so I reject your response. You've never offered to compensate me in any way for the issue or to fix the issue for good. I imagine you will be losing many customers because of this. I was hoping to remain a customer but I am not sure I will at this point.

Sincerely,

*******************************
Business Response
Date: 09/22/2022
Dear *******************************,

This is in response to the August 30, 2022, rebuttal to Better Business Bureau complaint ##******* .

Thank you for the additional comments. We have requested that you contact us to provide troubleshooting of the issue, and since the delayed reset of the service is an issue that occurs in a breif window when the old plan expires and the new one is used, we will need to check the phone. Please refer to the follow excerpt from the Page Plus Terms, *, below. The Page Plus Terms and Conditions are available on the Page Plus Website in their entirety.

* Page Plus does not guarantee the availability of **** Services and reserves the right to modify, suspend, cancel, interrupt, discontinue, terminate or reduce your data throughput speed without notice. Page Plus is not responsible and will not be liable for any modifications, interruptions or discontinuation of the **** Services or for any failure to receive content you purchased using **** Services. If your **** Services are modified, suspended, cancelled, interrupted, discontinued or terminated, Page Plus will not provide you with a refund for any remaining used or unused **** Services..

We have agents available to assist with this complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing Page Plus Wireless provide cellular service.

************************** | Executive Resolution Specialist | **********************. | ****************************************************** | ****************************** | *************** | Ext. 6142

Customer Answer
Date: 09/24/2022

Complaint: 17593128

I am rejecting this response because: no one has successfully addressed my problem. On September 20,2022 I had my plan autopay for the next month and lost my data again. I called page plus 8 times that day (9/20/22) to resolve my issue and it was not resolved that day. They supposedly troubleshooted and reset my plan and reset my features several times to no avail. Each time I had to reboot the phone and call them back and explain my situation again as they do not keep call records.
Most techs who answered the phone had no idea what I was talking about. I did my best.
Their most recent reply saying they reserve the right not to give me the data I paid for is absolutely ridiculous and Ill just have to find a different provider in the near future. They obviously dont value my patronage. I cant imagine how anyone would expect me to accept this response.
At least one of the techs I called on 9/20 was friendly and understanding, so thank you to him for at least attempting to help me that day.
Since you say you reserve the right not to provide the data plan Ive paid for (I never remember reading that though) I guess there nothing more to say.
Thanks anyway.
Sincerely,

*******************************
Initial Complaint
Date:07/20/2022
Type:Customer Service 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 have been a TracFone customer for over 15 years. ******* bought out TracFone. ******** informed me that I had to change my SIM card to a ******* SIM by 7/2/22 which I did not do because when my husband changed his TracFone SIM he lost his service. However, on 7/5/22 my phone stopped working. At that time my husband and I decided to change our service to ATT&T. We had TracFone port our numbers to ATT&T once this was done our cell phones worked! I had paid for service with TracFone until November 2022. After cell phone number was ported to **** I called TracFone back requesting a refund for time remaining on my service. They informed me that because my number had been ported, they would not issue a refund. All of this occurred within a 1-week time frame of 7/5/22!
Business Response
Date: 08/08/2022
Dear *********************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 21, 2022, regarding BBB Case number ******** complaint.

Ms. ************ complaint states that she is asking a refund for the unused service after ported her number to a different service provider.

************************** was contacted 07/27/2022, 07/29/2022, 07/30/2022, 08/03/2022 and today, August 07, 2022, 03:13 PM EST at **********, but still unsuccessful. We also send emails at ********************** however no response received. Thus, case will be closed as unresolved.

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 1259822686.

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.


Sincerely,

Executive *********************
Customer Answer
Date: 08/13/2022

Complaint: 17593036

I am rejecting this response because: They never called me and apparently sent an e-mail to an incorrect e-mail address.
Sincerely,

*********************************
Business Response
Date: 09/01/2022
Dear *********************************,

This response is in reference to your correspondence dated August 13, 2022, regarding BBB Case number 17593036.

Airtime is non-refundable. Please refer to the Tracfone Terms and Conditions, which are available in their entirety on the Tracfone Website.

However, since the purchase was for a **************** pin, with 4 months of service remaining after the port out, as a one-time courtesy; a check request was created, today, for $44.66. A manual check may take up to 30 days to be received after processing. The check request was created due to time has expired for an automatic credit. The check will be mailed to the address in this complaint.

**************************, a check of our email platform confirms that several emails were sent to the email that is listed in this complaint. Also agent document several calls for contact, per the previous response. It is possible that the messages were treated as spam, and deleted. In addition, not confirm that an agent spoke to you at the phone number from this complaint.

For further questions or concerns we have agents available to assist with this complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.

Thank you for choosing TracFone Wireless to service your cellular needs.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. 6142
Customer Answer
Date: 09/07/2022

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:07/20/2022
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 been a TracFone customer for fifteen years. Version took over Tracfone, then TracFone informed me I had to switch my SIM card to version wireless card by 7.5.2022. which I did, and immediately lost all my cell coverage for my phone! My phone would not get a cell signal at all! I contacted them several times and they said there was nothing they could do! Therefore, I switch service provider for my cell phone to **** and got my cell service back! I ported my cell phone number to **** after much difficulty! I then called TracFone back to have my remaining service time refunded to me. They then stated since I ported my number, they could not refund my remaining dollars for my one-year service payment! Which I still had time left on my paid in advance service until February of 2023! They eliminated my cell service and would not refund my remaining service dollars! My cell phone number ************ that is the number I had service from them! This all happened within two days of 7.5.22!
Business Response
Date: 08/09/2022
Dear *******************************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 7/21/2022, regarding BBB Case number ******** complaint.

Mr. **** stated on the complaint that he encountered error after his device was affected with migration. **** uses right away a ******* sim card to update his account, but when he is using ******* sim card there was no service to his account. They try to troubleshoot the device, but there was no success. **** decide to port out his number and it was successful. **** want to get his refund from the remaining minutes he added.

We attempted to call Mr. **** multiple time via phone ********** and e-mail ************************ on 7/29/2022, 7/30/2022 ,7/31/2022, 8/3/2022, 8/8/2022, but was unsuccessful; however, we were unsuccessful and Mr. **** has failed to respond to our calls and e-mails.
As per checking the account **** can still have his refund since the plan being used is the older pay go plan. It was confirmed to BAFM July 29, 2022 with reference transaction number 134322180.

If Mr. ******************************* 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 kana *******or Ticket Number 1259946977.

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: 08/13/2022

Complaint: 17593035

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 08/30/2022
I would like to refile my complaint against Tracfone wireless. When I responded to accepting or rejecting their answer I did not fill out response correctly! I have since talked to them and they continue to tell me they cannot refund the dollar amount remaining from my account after I ported my number! However, I had dealt with them for several days in a row trying to get them to understand that after they made me switch my sim card to ******* wireless I no longer had cell phone service. Then I told them that I was going to port my phone number to a different service, which turned into another couple of days to accomplish, now they continue to say they cannot refund my account! Their response states they tried to contact me several times, however that is not true, they never tried to contact me in any way! I would of stated that if I would of answered their response correctly!
Business Response
Date: 09/23/2022
Dear *******************************,

This response is in reference to your correspondence dated May 10, 2022, regarding BBB Case complaint # ********.

Thank you for contacting us about the issues you encountered, we apologize for any issues you may have encountered

Service added to a line is non refundable. Generally no refund is made for airtime added to an account. Please provide additional details, such as did you purchase the airtime with a credit card; if so what is the name on the credit card? If the airtime was purchased from a retailer, please provide the pin number for review of the request.

Please contact me if this issue has not been resolved, use Ticket # **********, as a reference for this complaint. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern. If I am not available, or If you have any further questions or concerns, a corporate customer service representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.

Thank you for choosing Page Plus to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. 6142

Customer Answer
Date: 09/28/2022

Complaint: 17593035

I am rejecting this response because: I did not add airtime, I had purchased airtime in February of 2022. When you changed my provider to verison I lost my service because verison does not have towers in my area! Therefore, I had to change providers to have cell service! Then you continue to tell me you will not refund my remaining dollar amount, which I still had thru February 2023! You, thru this process of me trying to seek a refund, made it very difficult for me to port my number to a different provider and continue to give me a hard time with this whole matter! I had been a customer of yours for no less than twenty years! Thankyou for your lack of care for your customers

Sincerely,

*******************************
Business Response
Date: 10/12/2022
Dear *******************************,

This is in response to the September 28, 2022, rebuttal to Better Business Bureau complaint #********.

Thank you for the clarification about the airtime purchase. I was able to locate the charges on the previous IMEI. Airtime is non-refundable. Please refer to the Tracfone Terms and Conditions, which are available in their entirety on the Tracfone Website, please refer to the eligibility of a refund after a port out.

As a one-time courtesy, due to no service after the technical migration, a manual request for a refund was created. The credit card purchase was for One Year of service. This refund is for the 212 days of service remaining after the port out.

A check was requested for $65.34. Please allow up to 30 days to be received. The manual refund is because time has expired for an automatic credit. The check will be mailed to the address in the complaint.

Thank you for choosing TracFone Wireless to provide cellular service.

************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****
Initial Complaint
Date:07/15/2022
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.
This company has been my phone company for two years. Five times In this two years they have charged me twice in the same minute. This time its was done on July 6 2022 and they have not returned my money. They hang up on me everytime I call and ask for a supervisor.
Business Response
Date: 08/15/2022
Dear ***************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 15, 2022, regarding BBB case number ******** complaint.

Mrs. ****** complaint states that she was charge twice for multiple times and was requesting for a refund.

We made several attempts to reach Ms. ****** from August 01 2022 to August 12, 2022 through phone number ********** and email address ************************** but we failed to reach her and have not receive any response.

As per investigation, Ms. ****** was charge twice on July 06, 2022. The 2nd charge having a reference order number ******** was requested to be refunded on that date and was granted just on August 03, 2022. As per our procedure, the crediting of the refund will be posted to their account within 3 - 5 business days, however; it may take up to 30 days for customers to see it reflected on their account, depending on their financial institution. We have laid-out procedures as well on how to prevent the account from having multiple charges as well however we failed to reach Ms. ****** to process the procedure.

************* would seek further assistance, she may contact our customer hotline ************** enter PIN **** for further assistance with this matter. 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 *****************.


Sincerely,

Executive *********************
Initial Complaint
Date:07/15/2022
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,I have a 3 phones that i bought refurbished from page plus. All have been active or more than 60 days and should be eligible to be unlocked for free. unfortunately the page plus website doesnt work to unlock these devices.Tracfones ************** has limited access to the page plus systems. they usually say that they can not verify that the phone has been activated for 60 days with page plus. these phones are refurbished and are originally from straight talk which sometimes creates issues as well. I've tried making a conference call with page plus and tracfones ************** but I've been met with little success.imei *************** sim ******************** phone number ********** imei *************** sim ******************** phone number ********** imei *************** sim ******************** phone number **********
Business Response
Date: 08/08/2022
Dear *****************,

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/15/2022, regarding BBB Case number ******** complaint.
Your complaint states that you are trying to unlock three phones that you have with Page Plus but your request has been denied several times.
We spoke with you on 7/27/2022 at contact number ************ and we get the information needed to escalate your case and unlock your phones. We attempt to reach you multiple times via phone ************ and email was sent to ****************** on 7/31/22, 8/4/22 and 8/5/22; however, we were unable to speak with you. One of the emails we sent was to let you know that we successfully created the request to unlock your phones and it was approved, then you reply back to let us know that everything worked fine and your phones are unlock now.
If more assistance is required, 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 ******* or 1259820170.
Based upon the foregoing, we will close this case as a resolution was provided.

Thank you for choosing Page plus Cellular.
Initial Complaint
Date:07/14/2022
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 a trac phone that was purchased maybe 15 years ago, recently without notice given through a text or call, the phone service stopped. When calling customer service, they said the phone was no longer compatible to their network & said they would replace it with a compatible phone. But before they would do that, they had to authenticate the account. They needed the **** number, which I gave them. They wanted our e-mail address, which I gave them, but they said it did not match their records. I have no idea what e-mail address they might have, as we do not have any other e-mail than what I gave them. So, they wanted the last 4 digits of our credit card used in the last 90 days, but the last time I used the credit card with tracfone was May 10, 2021, for 2 years of service, so they would not use that info to authenticate. I have my credit card statement, I have a copy of the order confirmation, transaction ID, They asked for telephone numbers called from the phone within the last 60 days, which I gave them (I have proof on my cell phone log that my husband used that phone to call me & also received a text from him May 24, 2022 at 4:38pm. he also called our home phone ,but they said those numbers not in their system, so could not use that information to authenticate the account. I asked if there was any Tracfone place I could go to or send the info, to show my phone, showing calls through the log, or show my statements/proof and they said no, it must be done through their system. I paid $160.18 for 2 years service which would end 5/26/2023 and there is a balance of ******** minutes on the phone, so am basically out over $200. if I try to replace. I asked to talk to a manager and was told the manager would tell me the same thing, there was nothing they could do. I said I still would like to talk to a manager and she said ok, she would transfer me, however I was then disconnected. I hope you might help me get this resolved.
Business Response
Date: 07/29/2022
Dear *****************************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 14, 2022, regarding BBB case number ******** complaint.

Mrs. ******** complaint states she has minutes on the phone however unable to be transferred to a new phone after her phone number cannot be authenticated.

Mrs. ******** was contacted multiple times beginning on July 19, 2022 via email address ********************* and phone number ********** to which we were able to speak with her on our call on the 22nd of July. We tried multiple attempts to authenticate the account but failed as her device no longer works and the information she provided does not match on her account. This is vital part of our procedure, especially with regards to Mrs. ********* request to transferring the service from the old phone to the new as this is crucial in preventing account take-overs and fraudulent activities.

Luckily, the minutes will be still intact and can be retrieve on customers account even though her old phone service has been disconnected. Mrs. ********* option is to add a service card on the phone number and re-process the transferring procedure.

We highly suggest to Mrs. ******** to contact our customer hotline ************** enter PIN **** for further assistance. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* and BBB Complaint ticket 1259640255

Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.


Sincerely,

Executive *********************
Initial Complaint
Date:07/11/2022
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.
Currently switched phone service carrier from Page Plus. Called Plage Plus Cellular several times for assistance with having my old number ported. Provided them with personal identification number as well as name, Address, and **** of phone that I had service with them. They told me the **** was incorrect and refused to help me. They told me to go to their website and or APP. Both of which I did but neither provided the information I needed to complete the port. Called back again with a ******* Wireless associate on the phone with me, spoke with ******* who was very rude and refused to help. Asked to speak with a supervisor and was told that was not allowed, then she told me she was the supervisor very rude and spoke over me. VW assistance called back to speak with different representative, with me on the line representative told me to go on the website but when I told him I already did he disconnected the call. Issue is still not resolved. Very frustrated that I could not have the issue resolved or speak with a supervisor. Very poor and rude customer service. I only have 11 days left of service with page plus which I am now grateful to have a new carrier but worry I wont get my number back that I had for 10+ years.
Business Response
Date: 07/25/2022
Dear *******************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 11, 2022, regarding BBB case # ******** complaint.
Your complaint states that you have been unable to port out your Page Plus phone number to a new service provider.
We checked your account and we found your phone number has not been ported out yet because your number is currently deactivated. In order to port out your phone number, the line must be active in our system.
We have attempted to reach you multiple times via phone ********** and via email ********************* without success on 07/15/2022, 07/18/2022, 07/19/2022, 07/20/2022 and 07/24/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
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 1259065519. Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Page Plus Wireless.
Sincerely,
Executive Resolution

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