Complaints

This profile includes complaints for Safelink Wireless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safelink Wireless

  9700 NW 112th Ave Miami, FL 33178

• 

  Safelink Wireless

  PO Box 220009 Milwaukie, OR 97269-0009

• 

  Safelink

  1258 S Greylock St Philadelphia, PA 19143-5112

• 

  Safelink Wireless

  1500 NW Bethany Blvd Ste 200 Beaverton, OR 97006-5236

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:05/15/2025

  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.

  04/23/2025 and 04/24/2035 straight talk repeatedly billed my checking account for a total ******** unauthorized money. Amounts 62.32+40.21+51.27+40.21+40.21+51.27+51.27 and after countless hours nothing from straight talk. File fraud at *************************** they said straight talk presented documents meeting criteria for correct charges but didn't authorize them

  Business Response

  Date: 05/29/2025

  Dear ******* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 15, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were charged by Straight Talk multiple times on April 2025, and when you attempted to dispute the amount, it was denied since the transaction was authorized,which you did not.
  
  We reviewed your account with phone number ending in 1819; it is active and provisioned in our system. However, we could not find the claimed charges in the Transaction History. We determined that these charges were processed to a separate account. Please be advised that you must file a chargeback with your financial institution for unauthorized payments. An in-depth review shows that you filed a charge back for the mentioned charges on 4/27/2025.
  
  We spoke with you on May 16, 2025,via phone number ************. We explained to you about the refund process and informed you that there is already a charge back made. You will just need to wait for 7 to 10 business days and the maximum of 30 days depending on the bank institution for the charges to be credited back.
  
  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 1320790004.
  
  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:05/14/2025

  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.

  I bought 2 phones from Straight Talk and activated them on 2/20/24. Phones suppose to be unlocked after 60 days of activation (4/20/2025) but they refused to do so. They changed phones unlocking rules on 04/01/2025 and said I am not eligible to have my phone unlocked even phones were bought before new rules take effect which is 04/01/2025.

  Business Response

  Date: 05/28/2025

  Dear ***** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that Straight Talk refuse to unlock your phones based on the unlocking policy in effect at the time you purchase and activate your phones.
  
  Straight Talk Wireless Unlocking Policy states that ******* Value 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 on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  We spoke with you on 5/16/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that your Straight Talk phone with an IMEI number ending in 9288 has been deactivated the same day it was activated due to transferring your number and service to another device. Reference ticket number **********. Therefore, as we checked the phones unlocking eligibility, the system prompted the message,Not eligible - insufficient time from device activation or 60 paid service days required. You were informed regarding the matter and expressed disagreement with the unlocking requirements. You refused to receive any further assistance. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request. 
  
  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 1320763271. 
  
  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:05/14/2025

  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.

  This complaint was input by the BBB on behalf of customer: I have had Lifeline for years and my phone associated with Lifeline ************ has been cut off. I moved from ******** to ***** in January and I have tried to call to reapply and keep getting passed around from ** to ** ***** I need to get re-evaluated so that my lifeline phone s activated. Please call me at ************

  Business Response

  Date: 05/28/2025

  Dear ****** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 14, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that the service of your phone associated with your Lifeline Enrollment has been cut off. In addition, you mentioned that you moved to a different address and have tried to reapply for the program; however, you were not assisted accordingly.
  
  We reviewed your account with phone number ending in 2001; it was deactivated on 5/3/2025 due to the cancellation of your Lifeline Enrollment. We determined that you were enrolled in the Lifeline program on 3/5/2024; however, your enrollment was cancelled on 5/3/2025 due to failure to complete the Annual Verification required to maintain your program eligibility. Please note that customers must verify their eligibility every year to continue receiving Lifeline benefits.
  
  Nonetheless, we found out that you reapplied for the Lifeline Program on 5/14/2025 under your updated address;however, the application remained pending. Please follow the steps provided in the email that was sent to your registered email, and/or contact TxLad to complete your application.
  
  We attempted to contact you via phone number ************ on 5/16/2025, 5/19/2025, 5/20/2025, 5/21/2025 and 5/26/2025, to discuss the matter with your complaint. However, we were unable to reach you. We need to speak with you directly to discuss this matter.
  
  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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23329344
  
  The consumer provided the following response to the BBB verbally:

  I have been trying to call Safelink customer service and cannot reach anyone. I do not understand what you mean by contact "TxLad"in your business response below. What does that stand for?  Please call me so that we can speak by phone at ************.  I will await your call. Thank you

  "Nonetheless, we found out that you reapplied for the Lifeline Program on 5/14/2025 under your updated address; however, the application remained pending. Please follow the steps provided in the email that was sent to your registered email, and/or contact TxLad to complete your application.

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

  Business Response

  Date: 06/18/2025

  Dear ****** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/9/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you have been trying to contact SafeLink customer service, but could not reach anyone. In addition, you are requesting further details regarding our previous response.
  
  Please be advised that ************** enrollments are managed by ************** Administrator (TxLAD), and you can reach them at ************** for assistance.
  
  As reviewed, your new Lifeline program application created on 5/14/2025 is still pending for approval. Please follow the steps indicated in the email sent to you to complete the application. You may login to ************************ to check your enrollment status, and determine the additional actions to take, to complete your application.
  
  We attempted to contact you via phone number ************ on 6/13/2025, and 6/18/2025,to discuss this matter and assist you accordingly. However, we were unable to reach you. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN ********** 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 SafeLink Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:05/13/2025

  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.

  I am writing to file a formal complaint regarding the refusal of Straight Talk to unlock my smartphone (IMEI: ***************), in what I believe is a violation of the unlocking policy in effect at the time of purchase and activation.I purchased the device from Straight Talk on March 12, 2025, and activated it with a ********************* plan on the same day. At the time of purchase and activation, the companys stated policy was that the phone would be eligible for unlocking after 60 days since activation.However, as of today, May 13, 2025which is over 60 days since activationthe phone has not been unlocked. I called ************************************ at 7:42 PM today and was informed that my device is not eligible for unlocking due to a new policy requiring 60 days of active service, which was allegedly implemented on April 1, 2025.I respectfully object to this change being applied retroactively to purchases and activations that took place before April 1, 2025. I believe that enforcing this revised requirement in my case constitutes a violation of consumer rights and is not in accordance with *** unlocking rules.I am therefore requesting that the *** investigate this matter and require Straight Talk to honor the original unlocking policy that was in place at the time of my purchase. I kindly ask that my phone be unlocked without further delay.Thank you for your attention to this matter.

  Business Response

  Date: 05/27/2025

  Dear ***** ***********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB case number ******** complaint.
  
  Your complaint states that Straight Talk Wireless refused to unlock your phone based on the unlocking policy in effect at the time you purchased and activated your phone.
  
  Straight Talk Wireless Unlocking Policy states that ******* Value 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 on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  We spoke with you on 5/15/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that your phone has been deactivated since April due to non-renewal of service. You only refilled the phone once and that was upon activation. Therefore, as we checked each phones unlocking eligibility, the system prompted the message, Not eligible -insufficient time from device activation or 60 paid service days required.Thus, we advised you to reactivate the phone and complete the unlocking eligibility requirement but you declined. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request. 
  
  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 1320709815. 
  
  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:05/13/2025

  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.

  On Sunday, May 11, 2025, I called customer support to request assistance with receiving a replacement phone from safelink Wireless. I spoke with a representative named **** (I believe, it was hard to understand her due to her accent). At first she advised me that I did not qualify for a replacement device. I explained to her that the screen on the phone is defective and is going black. I can only view about half of my screen at all. She placed me on hold for almost 10 minutes and returned to tell me that she was submitting a ticket for me to receive a replacement phone. She advised me that since it was the weekend, I wouldn't get the email with my ticket information until either Monday or Tuesday. She did not provide me with a ticket number. She assured me on multiple occasions that I would have my new replacement phone by Thursday or Friday of this week (the 15th or 16th of May). As of today, Tuesday, May 13, 2025, I had not recieved the email that she advised that I would be getting. So I called customer support and spoke with a gentleman whose name I could not even understand due to the extremely thick accent. He explained to me that I did not have a ticket and would not be receiving a new phone. I explained that Safelink's own website states that a customer can receive 1 replacement phone if their phone has been lost, stolen, or broken. So I would like to know why, after having spent over an hour on the phone two days ago and being told i was getting a replacement, then why am I being told now that I cannot have one? And I asked to speak with supervisor, this agent advised he was a supervisor which I find hard to believe considering it was an automatic call back and I work in customer service. Supervisors don't typically take regular calls unless it is escalated or one is requested. I asked for his boss, he said it was not possible. This is false advertisement on their site and terrible business and customer service practices.

  Business Response

  Date: 05/27/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 14, 2025, regarding BBB Case # ******** complaint.
  
  Your complaint states that you requested a replacement phone and customer service agent advised you to wait for the email with the ticket number in either Monday or Tuesday; however, you still have not received the replacement, and customer service informed you that there is no ticket created, and that you could not get a replacement phone.
  
  We reviewed your account and determined that you were enrolled in the Lifeline program with SafeLink Wireless on 6/4/2024, with monthly benefits of unlimited talk, text, 10 GB of data, and 5 GB of hotspot. Our records show that benefits were added every month to your phone number ending in 9629, which is associated with a Bring Your Own Phone (BYOP)device with IMEI number ending in 5951.
  
  Please be advised that SafeLink Wireless Terms and Conditions indicates that all new SafeLink phones (except iPhones) are covered by a one (1) year limited warranty administered by SafeLink.A phone that you own which was not purchased from SafeLink but that is registered with SafeLink under the Bring your own phone program is not covered by this limited warranty.
  
  We spoke with you on 05/21/2025 via phone number ************ and informed you that your BYOP device is not eligible for a replacement. However, you stated that a device was sent to ****** our review, your original SafeLink phone with IMEI number ending in 8556 is already out of warranty. Therefore, it is not eligible for a replacement.
  
  If you should still require assistance, you can contact 1-888-251-8169enter 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 1320964125. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing SafeLink Wireless
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:05/13/2025

  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.

  When I purchased and activated my phone (March 15, 2025), the unlock policy stated: "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."[1] There was no requirement for 60 days of paid active service at that time. As of April 1, 2025, StraightTalk updated the policy to add the requirement of 60 days of paid active service, and is now enforcing this new requirement on devices purchased and activated before the change.I am now being denied the ability to unlock my phone as originally promised at the time of purchase and activation. This change materially affects the value and usability of my device, as I am now being held to requirements that did not exist when I made my purchase.StraightTalk's own terms and conditions state that changes are effective when posted, but do not explicitly grant them the right to retroactively alter material terms for existing customers. I believe I am being treated unjustly and would like resolution from straight talk by unlocking my phone.Links to policy archive (snapshot taken March 31, 2025)[1]: ****************************************************************************************** Current Policy effective April 1 ***********************************************

  Business Response

  Date: 05/27/2025

  Dear ***** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 13, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased and activated your phone on March 15, 2025. The unlocking policy stated that the phone would be unlocked 60 days after activation. However, it was changed, and you are required to have 60 days of paid service.
  
  Please be advised that Straight Talk Wireless Unlocking Policy states that:
  
  For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about the unlocking policy, customers may visit our website at ***********************.
  
  Upon review, your device was activated on March 15, 2025, by adding a $35 plan,which includes unlimited talk and text, with 10GB of data. Your account was deactivated on April 14, 2025, due to non-renewal of service, which makes it not eligible for unlocking due to not meeting the required 60 paid service days. 

  We spoke with you on May 15, 2025, via phone number **************. We discussed your unlocking request,and we proceed activating your account by adding another $35 plan, for 30-day access. We both agreed for a callback to verify service functionality and validate the unlocking date.

  We made attempts to contact you via phone ************* and email ************************ on 05/16/2025, 05/22/2025, and 05/25/2025, but to no success. You have not responded to any of our emails sent and we are looking forward to hearing from you.
  On the other hand,we were able to confirm that your device meets the requirements for free unlocking and the device was unlocked since 5/23/2025, refer to ticket number 1321208236.

  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 1320699583.
  
  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:05/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased phone service with straight talk wireless. I purposely chose the unlimited data plan. Two days after my purchase, my phone no longer had data. I called and was given a guarantee that the issue was fixed. The next day, I once again had no data. I then requested a refund so I could take my business elsewhere. Its now been over five days and no refund has posted. I was defrauded.

  Business Response

  Date: 05/27/2025

  Dear **** *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 13, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you purchased a phone service with an unlimited data plan, but after two days, the phone no longer has data. You called and were guaranteed that the issue was fixed, but once again you have no data. Thus, you request a refund.
  
  Upon review, you purchased a $45 plan, which includes unlimited talk, text and data, with 10GB of hotspot data on May 2, 2025. Service interaction indicates that you called on May ******, and May 6, 2025, due to inability to use the data service. On May ******, your account was deactivated due to port out request, refer to ticket number 1320144725.
  
  We have confirmed that your account has no service usage. Thus, a refund request ticket was created on May 19, 2025. The refund request was approved on May 20, 2025, with the amount of $50.16, refer to ticket number **********. The refund may take 3 to 5 business days or up to 30 days depending on your bank institution.
  
  We spoke with you on May *******, via phone number ************** and you were informed of the aforementioned, which you acknowledged.
  
  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 1320710705.
  
  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: 05/27/2025

  They said they would refund me and they have not. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23323123
  
  

  
  

  They said they would refund me and they have not.
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 06/02/2025

  I still have not received my refund. Supposedly it was processed on May 21. Its now June 2. That is way over the 5 day ***** period they asked for. 
  

  Business Response

  Date: 06/10/2025

  Dear **** *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you still have not received the refund you requested.
  
  As per our previous response, we already created a ticket to process the refund amounting $50.16, on 5/19/2025,with reference number **********. The request was processed and approved on the same day, with Refund Confirmation # ********KAMKV76C. Please note that these credit posts usually occur within 3-5 business days after processing; however,it may take up to 30 days, depending on your financial institution. You may contact your bank for verification of this credit posting.
  
  We attempted to contact you via phone number ************ and have sent emails to ************************* on 5/28/2025, and 6/9/2025, to discuss the matter with your complaint. However, we were unable to reach you and have not yet received your reply to our emails.
  
  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 1320710705.
  
  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:05/13/2025

  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.

  I purchased an iPhone 16e (IMEI# *** 441 318 485 866) from StraightTalk on Feb 22, 2025, which was shipped to me on Mar 01, 2025. I activated that iPhone with number ************ on Mar 09, 2025 and have been using the service until ~May 10, 2025.According to the unlock policy (******************************************************************************************) during my activation date (Mar 09, 2025), the iPhone 16e was supposed to be unlocked on the 60th day from the activation date which should be ~May 8th/ 9th, 2025.. but my device was not unlocked and upon contacting StraightTalk, they are denying unlock stating they have new unlock policy which was announced and went in effect on April 01, 2025. As my device did not get unlocked before April 1, I have to pay another new 2 months of service to be able to unlock my device.This is injustice to retrospectively apply a policy that was announced later than my original contract with the company.

  Business Response

  Date: 05/26/2025

  Dear S M ****** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 13, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased an iPhone 16E from Straight Talk on February 22, 2025. You activated it on March 9, 2025, and have been using the service until May 10, 2025. According to the unlocking policy, the device was supposed to be unlocked on the 60th day of the activation, but the device was not unlocked. You were informed that there was a new policy that took effect on April 01, 2025.
  
  Please be advised that Straight Talk Wireless Unlocking Policy states that: 
  
  For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about the unlocking policy, customers may visit our website at ***********************. 
  
  Upon review, you purchased ab iPhone 16E on February 21, 2025, with serial number ending in 5866, with reference order number *********. It was activated on March 9, 2025, through a phone upgrade process. However, it was activated on the same day since the service was transferred to another device, refer to ticket number **********. As a result, the device has been inactive since then, which makes it not eligible for unlocking due to not meeting the required 60 paid service days. 
  
  We spoke with you on May 15, 2025, via phone number (347) ******* and we informed you of the aforementioned, which you acknowledged. We offered to reactivate the phone, but you refused and stated that you would wait for any updates in the unlocking policy.
  
  On the other hand, you reactivated your device on May 23, 2025, by adding a $20 plan for 30-day access. However, the device still requires another 30 days of paid active service to be eligible for free unlocking.
  
  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 1320706557.
  
  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: 05/28/2025

   
  Complaint: 23322042
  
  I am rejecting this response because:
  

  I was left with no options other than recharging my account with a plan so that I could be eligible to unlock my device.
  
  It is a clear violation of the agreement on unlocking the phone when I purchased and activated the phone.
  I want refund at a minimum for being forced to recharge my account to re-activate the service.

  
  Sincerely,
  
  S M ****** ******

  Business Response

  Date: 06/05/2025

  Dear S M ****** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 28, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you are requesting refund since you are required to purchase a plan and left with no other option to unlock your phone.
  
  We understand your desire to use the device on another carrier's network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025. As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with ********************* on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.
  
  In our review, your phone with phone number ending in 3349 was reactivated on 5/23/2025 with prorated 7 days of the $25 plan, and on 5/29/2025, you purchased and redeemed a 30-day unlimited plan.The device has yet to meet the required 60 days of paid and active service;therefore, it is not yet eligible for unlocking.
  
  We attempted to contact you via phone number ************ and have sent emails to ********************** on 5/29/2025, 5/30/2025, 6/1/2025, 6/4/2025, and 6/5/2025, to discuss the aforementioned. However, we were unable to reach you and have not yet received your reply to our emails.
  
  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 **********.
  
  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:05/12/2025

  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.

  Activated a line for iPhone 13 on 27th February, 2025 to be unlocked in 60 days after being activated.They now refuse to honor the terms of service at time of activation. Please help me get my device unlocked.policy link : ************************************************************************************************

  Business Response

  Date: 05/27/2025

  Dear ****** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you expect to have your phone unlocked 60 days after activation but have been refused because of the new policy.
  
  Straight Talk Wireless Unlocking Policy states that ******* Value 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 on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  We spoke with you on 5/14/2025 via phone number ********** and discuss your unlocking request. Upon review, we found that your phone with an IMEI number ending in 7696 has been deactivated since you switch your number and service to another phone with reference number **********. Additionally, as we checked each phones unlocking eligibility, the system prompted the message, Not eligible - insufficient time from device activation or 60 paid service days required. Thus, we had to decline your unlocking request and suggested that you complete your phones unlocking eligibility requirements. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request. 
  
  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 1320645528. 
  
  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:05/11/2025

  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 February 2025, I purchased a phone from Straight Talk Wireless. At the time of purchase, the company clearly stated that the device would be eligible for unlocking after 60 days of activation. This was a critical factor in my decision to buy the phone.I complied fully with the original unlocking policy and completed the 60-day activation requirement. However, when I attempted to unlock the device, I was informed that the policy had been changed in April 2025 to require 60 days of paid servicea requirement not in place when I purchased the phone. I was told I would now need to purchase an additional 30 days of service to qualify under this new policy.Applying this new requirement retroactively is both unfair and deceptive. It undermines consumer trust and alters the terms of the agreement after the sale has been made. I was not informed of this change at the time of purchase, nor was I given any notice that the unlocking policy could be modified retroactively.This practice appears to be a tactic to extract additional payments from customers who have already fulfilled the originally stated conditions. It violates the principles of fair dealing and may potentially breach FCC consumer protection guidelines.I am requesting that Straight Talk honor the unlocking policy that was in place at the time of my purchase and unlock my device without requiring additional payment.

  Business Response

  Date: 05/26/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 12, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that on February 2025, you purchased a phone from Straight Talk. At the time of purchase, it clearly stated that the device would be eligible for unlocking after 60 days of activation. However, when you attempted to unlock the device, you were informed that the policy has changed in April 2025, and it requires 60 days of paid service
  
  Please be advised that Straight Talk Wireless Unlocking Policy states that:
  
  For cellphones activated with new service on the ******* network on or after November 23, 2021, the cellphone is eligible for unlocking after paid activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about the unlocking policy, customers may visit our website at ***********************. 
  
  We searched our system using your complete name, email address and contact number, but we were not able to pull up any Straight Talk account.
  
  We spoke with you on May 15, 2025, via phone number **************. We informed you of the aforementioned and asked you for the serial number of your device, but you refused to provide us with your phone details. You stated that your phone was only active for 30 days and you do not want to add another service plan.
  
  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 1320690739.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Wireless.
  
  Sincerely,
  
  Executive Resolution Department
  

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23316237
  
  I am rejecting this response because:

  Thank you for the opportunity to respond.

  I am not satisfied with the businesss response, as it fails to address the core issue of my complaint: that the unlocking policy was changed after I purchased the phone, and the new requirement was applied retroactively.
  

  At the time of purchase in February 2025, the published unlocking policy required only 60 days of activation. I made my purchase based on that policy and fully complied with it. The company later changed the policy in April 2025 to require 60 paid days of service, then refused to unlock my phone unless I met the new condition. This kind of retroactive policy enforcement is not only unfair but also deceptive.
  

  I was traveling and needed the device unlocked as originally promised. Because I had no other option, I was forced to pay for an additional month of service just to unlock the phone I had already met the original conditions for. That doesnt make the companys conduct rightit just highlights the coercive nature of their policy change.
  

  Moreover, the companys statement that the policy is "subject to change at any time without notice" does not grant them the right to alter the terms after a transaction is completed. That kind of disclaimer does not override consumer protection standards or basic principles of fair dealing.

  Their assertion that they could not locate my account is misleading, as we did speak on May 15 and I explained my situation clearly. I declined to provide my serial number at the time because it was already clear from our discussion that they were unwilling to honor the original unlocking terms.
  

  I maintain that the policy applicable at the time of purchase should be the one that governs the transaction, and that the company should not have imposed new conditions retroactively. I request that this case remain open and properly documented as unresolved.

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