Business Profile

Cell Phone Supplies

Safelink Wireless

Headquarters

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Complaints

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

Customer Complaints Summary

825 total complaints in the last 3 years.
170 complaints closed in the last 12 months.

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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:05/11/2025
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.
I purchased a new Iphone 16e from Straight Talk on March 1st 2025 and activated it on March 5th with one month of service. After that month of service ended on April 5th, I did not renew the service and simply went without service. Per Straight Talk's unlocking policy at the time of my activation (last updated July 2024), it was stated that "... the cellphone will be remotely unlocked automatically, sixty (60) days after Activation." They updated this policy on April 1st 2025 to now state that "... the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service." They refuse to honor their unlocking policy at the time I activated my phone and are holding my phone hostage to their carrier unless I now purchase another 30 days of service and wait another month. If I purchase another 30 days of service, what's to stop Straight Talk from updating the unlocking policy again before the 30 days is up to extort more money from me? Straight Talk customer service has also refused to refund the phone. This is a classic bait and switch and it is their duty to unlock my phone immediately since I am beyond 60 days since activation. Additionally, because ****** 16e operates on 700 MHz bands, the *** has dictated that phones operating on the 700 MHz band must unlock 60 days after activation. This information can be found on FCC ***** titled "In the Matter of Promoting Consumer Choice and Wireless Competition Through Handset Unlocking Requirements and Policies." They must unlock my phone as it is 1. a bait and switch to change the unlocking policy after I have already agree to the previous terms and 2. a violation of the ***.
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 11, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased an iPhone 16e and activated it on March 5, 2025. Per Straight Talks unlocking policy on the day of activation, the phone will be remotely unlocked 60 days after activation. However, Straight Talk changed the unlocking policy on April 1, 2025, and refuse to honor their unlocking policy at the time you activated your phone.

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 an iPhone 16E on February 28, 2025, with serial number ending in ********** to order number *********. It was activated on March 5, 2025, by adding $65 plan, which includes unlimited talk, text, data and hotspot data for 30-day access. The account was deactivated on April 4, 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 informed you that you need to add another month of service to be eligible for free unlocking. You disagreed and stated that you would wait for any changes or considerations in the new unlocking policy.

On the other hand, you reactivated your account on May 22, 2025, by adding a $35 plan, which includes unlimited talk and text, with 10GB of data for 30-day access. The device is eligible for free unlocking once it reaches 60 days of active service.

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 1320548654.

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

Sincerely,

Executive *********************
Customer Answer
Date: 06/01/2025

Complaint: 23315434

I am rejecting this response because: I am rejecting this response because: I did not originally agree to the terms regarding the Unlocking Policy changes made on or after April 1, 2025. Straight Talk states in their previous Terms and Conditions that "Straight Talk reserves the right to change or modify any of these Terms and Conditions at any time" does not mean that Straight Talk can defraud customers retroactively and extort more money out of them before fulfilling the promise to unlock noted in the Unlocking Policy that existed at the time of purchase, while simultaneously rejecting the option to refund. I purchased the second month of service only because this was my only option to receive the product that I had originally paid for. Otherwise, I would have continued to have the phone locked to Straight Talk, which to me was useless, and Straight Talk would not accept a return and refund of the product. This does not mean that I retroactively agreed to Straight Talk's Unlocking Policy at the time of phone purchase. Additionally, Straight Talk is in debt to me for the amount of the second month of phone service that I purchased, a value of approximately $39, since I was extorted into paying it. Attached are copies of the unlocking policy immediately before and after April 1st, 2025.

Sincerely,

***** ******
Business Response
Date: 06/11/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 6/3/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you did not agree to the change in the Unlocking Policy, and that it should not be applied retroactively. In addition, you mentioned that Straight Talk owes you for the second month of service you purchased.

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.

Our records show that you reactivated your account with phone number ending in 5559, with a $35 30-day unlimited plan on 5/22/2025. Transaction History shows that an Unlocking Request ticket was created on 5/22/2025, with reference number **********. The request will be processed within ***** hours, and you will receive an email regarding the steps to unlock your phone, once the process is completed.

We attempted to contact you via phone number ************ and have sent emails to ******************** on 6/8/2025, 6/9/2025, and 6/11/2025, to discuss the status of your request.However, we were unable to reach you and have not yet received your response 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 **********.

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:05/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of Safe Link ********************** for about 16 months. I have repeatedly complained to this company and still nothing has been done. I have a phone that doesn't charge and I have very little WIFI access. I literally can't charge the phone that I currently have. I have a phone that essentially doesn't work. I am an older gentleman and in very, very poor health. This is absolutely despicable. All I want is a new working phone. I do not want a refurbished phone. I am making one last final effort to resolve this ongoing issue before I turn this matter over to my attorney. I will give them 72 hours to resolve this ongoing issue.
Business Response
Date: 05/23/2025
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 have a defective SafeLink phone which you request to receive a replacement.

Upon review, we found that a replacement phone ticket ********** was created on 12/11/2024 because your phone is not holding a charge. The record shows that a replacement phone was delivered on 12/16/2024,had it activated on 12/31/2024, but it had a SIM card issue. Therefore, another replacement was shipped to your address. As we check, the phone has yet to be activated.

We spoke with you on 5/17/2025 and 5/20/2025 via phone number ********** and confirm the receipt of the replacement phone; however, you have some worries as it is a refurbished device.Terms and Conditions state that replacement product may consist of refurbished equipment that contains used components, some of which have been reprocessed. However, all used components shall comply with Product performance and reliability specifications. Additionally, devices which are 15 days old or more will warrant a refurbished replacement phone. Thus, we advise you to keep the replacement phone and will assist you with its activation to which you agreed but request a callback for its activation since you still need to charge it. We tried to call you back on 5/18/2025 and 5/20/2025, per your request, but we were unable to reach you.

To this date, the record shows that your service is still connected to your old phone and the service is still being used.

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 1320549650.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/29/2025
My name is ******* **** and I have been a customer of ********************
for about 13 months now. I have repeatedly complained to this so called
wireless company. The original phone they sent me is a TCL phone and it
doesn't charge at all or work properly. I am an older person with
serious health issues and I need a working phone. My current phone is
completely dead and doesn't turn on at all. I have spoken to several
representatives who have been extremely nasty and uncooperative.
Safelink wireless sent me two refurbish phones that the sim card was
either from a different phone or did not register in either of the
phones they sent me. In other words those two blu refurbished phones
were worthless to me. They promised me a replacement phone a week ago
and I have not received it. I guess that was another lie. This is
absolutely despicable. I have a phone that is completely dead. If this
issue is not resolved in 48 hours I am filing a lawsuit. Since my phone
is completely dead the only way they can get in touch with me is via
email. My email that they can reached me is ***********************
Initial Complaint
Date:05/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** ******* Straight Talk Order # ****-KTT72TT78I Order Date: 02-23-25 Activation Date: 03-06-25 Unlocking Date was supposed to be on 05-06-25 Email: **************************** I purchased an iPhone 16e on 02-23-25 and I received it and activated it on ********************* on 03-06-25. When I purchased the iPhone the Unlocking Policy at the time stated the following:"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."It has been over 60 days since I activated service but my iPhone has not unlocked. I talked with tech support and they said their policy changed on 04-01-25 to include the phone must have 60 days since activation AND 60 days of service which was not in the original Unlocking Policy when I purchased the phone. They also said I could purchase an additional month and they would then unlock the phone after the remaining days. That is not what I agreed on when I purchased the iPhone on 02-23-25. I feel I am being used as a bait and switch to get more money from Straight Talk for a phone that I legally own per the agreement that I agreed to on purchase. I activated the phone on 03-06-25 on the StraightTalk plan just as the policy stated and it has been past 60 days and my iPhone has still not unlocked and is SIM Locked currently. I want to switch to Visible by ******* which is another cell phone provider that ******* main company owns just like they own Straight Talk. Either they need to honor the agreement and unlock my phone or I want a refund or I will contact my credit card company and also file a complaint with the ***.
Customer Answer
Date: 05/20/2025
I have received a call from Straight Talk BBB person that was NO help at all. My family purchased 3 of these phones around the same time and all 3 were activated with 1 month of service.. Once that month was complete we kept using the phones on WIFI and waited until the 60 days has passed before they would automatically unlock.. My son's unlocked exactly on the 60th day after activation.. My wife's phone and my phone have not unlocked. I already talked to customer support on chat.. and now I have talked to customer service about the ******************** Complaint. They are not going to help NOR would they escalate my problem to higher division of support. ALL they kept stating was the policy changed in April... **** I didn't buy the phones in April.. we got the phones preordered in Feb and activated in early March PRIOR to the change in their unlocking policy. The unlocking policy at the time stated after 60 days from activation the phone would unlock. The person from Straight Talk sounded like general support from overseas and he kept repeating himself.. I asked for a manager or higher tier tech support and he refused.. This is not how you do business.. I want my other 2 phones unlocked per the agreement that I read when I purchased the phones in Feb/March.. I have researched this online and there are thousands of people who have this issue.. Some unlocked.. some have not.. WHAT IS THE PROBLEM??!?!?! I either want the phones unlocked or I want my FULL purchase price refunded!!! Horrible customer service I have ever dealt with online and on the phone..
Business Response
Date: 05/21/2025
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 are requesting to unlock your Straight Talk phone as per old unlocking policy in effect when you activated the device.

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 5/20/2025 via phone number ************** and discuss your unlocking request. Upon review, your two phones have been deactivated since April due to non-renewal of service. You only refilled the phones once and that was upon activation. 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 refill the phones and complete unlocking requirements, but you refuse. 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 1320628499.

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:05/08/2025
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 was sent an email from SafeLink wireless stating they were de-enrolling me from their service, I contacted the 1 800 number to find out why and was told it was due to me being enrolled in another program, I have not enrolled in another program. The only phone service I have is thru SafeLink. They told me to re-enroll in SafeLink again and I am unsure why, if this will occur again, how to stop this from happening, and was hung up on.
Business Response
Date: 05/22/2025
Dear ****** *****:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 8, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you received an email from SafeLink Wireless about your account getting de-enrolled in the Lifeline program. You were informed that this was because you enrolled in another program, despite having only SafeLink as your service provider. You reapplied for the program as advised, and asked how to stop this from happening; however, you did not get an answer.

A customer may transfer his or her Lifeline benefits to another participating provider once per service month. The National Lifeline Accountability Database (NLAD)requires the customer's express consent before each Lifeline benefit transfer transaction occurs. By granting consent, the customer is recognizing that they will no longer receive their benefits through the previous service provider.The consent also ensures that the customer's benefits are properly transferred to the new service provider, so the customer can continue to receive their benefits without interruption.

Upon review, we found that you were enrolled in the Lifeline program with SafeLink on 02/13/2025 with approved benefits of included Unlimited Talk and Text with 10 GB of high-speed data and up to 5GB of hotspot. However, the enrollment was cancelled on 5/8/2025, due to benefits being transferred to another service provider. We could not determine how it was processed or which service provider it was transferred to. For further details on this transaction, it is best to contact NLAD.

Nonetheless, we determined that you reapplied and got reenrolled in the program on 5/9/2025. The same benefits were successfully added your account with phone number ending in ******* addition, it is active and provisioned in our system, and Usage Records indicate that the phone is working and is being used.

We spoke with you on 05/21/2025 via phone number ************ and discussed the aforementioned. We confirmed that the reason of the cancelation was due to having a phone purchased from another phone service provider, which you had business with. Nonetheless, we confirmed that the phone is properly working.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive *********************
Initial Complaint
Date:05/04/2025
Type:Order 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.
February 23rd, 2025, I purchased a ******* Galaxy S20 5G phone for a total of $154.99 from StraightTalk. The phone they sent me did not work. Trying to send it back was a nightmare. The shipping labels they sent would not open. I followed their advice and had the ********* try to ship it for me but as I mentioned, the shipping labels they sent did not work. It was like they forgot to insert the actual label into the message. Eventually, they sent me a physical airbill to send the phone back. I asked for a replacement device. They sent me a downgraded device - ******* Galaxy S10. I needed and paid for a 5G device. So, I had to send that device back as well, which again was a nightmare. Keep in mind, everytime I had to reach out to StraightTalk, it is a minimum 30 minute phone call - usually an hour. I have already filed a complaint with The Better Business Bureau, which was closed however, my issue still has not been resolved. It is now May 4th and I still do not have a device or a refund. At this point, I do not want the device, I would prefer a refund as I am switching the 3 lines I've had with StraightTalk/Tracphone for 15 years to another carrier. When the issue first arised, I had no luck getting through to them until I filed the complaint with BBB, so I am seeking this method again in hopes of getting this issue finally resolved.
Business Response
Date: 05/15/2025
Dear ******** *******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 5, 2025,regarding BBB Case number ******** complaint.

Your complaint states that the phone you ordered was defective and you paid $154.99 for it. You tried to return the phone, but had concerns with the return label and when the phone was returned for replacement, what you received was a downgrade. Thus, you request a refund.

Upon review, we found that your order was placed on 2/23/2025 and it was for a ******* phone which cost $53.61 and a $55 airtime plan which cost $59.72 with total amount spend of $113.33. The record shows that on 3/25/2025, the device was returned to our warehouse, but we found no refund process for the said order yet. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured we are here to help.

We spoke with you on 5/13/2025 via phone number ********** and discuss your refund request. You were informed that the amount to be refunded is $133.33 and you confirmed it. The refund was processed with refund transaction reference number 43633037XAMKYMYA. Please know that this credit posting will usually occur within 3-5 business days and you may contact your financial institution for the verification of this posting.

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 1320237881.

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: 05/16/2025

Complaint: 23285640

I am rejecting this response because:
I have not received the refund yet. I was told by the *** I spoke with that the refund would be processed and could take up to thirty days. Once I receive the refund, I will accept the business's response. I have found through this experience that what the ***s tell me is not always what happens, so I will reject the response for now and accept it once I actually receive the refund.

Sincerely,

******** *******
Initial Complaint
Date:05/04/2025
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 a phone with Straight Talk as an MVNO of ******* on 3-3-25. I paid $300 for the phone and $65 for one month of service. The contract specifically stated an unlock policy of 60 days from date of activation. On 1 April 25 they changed their unlock policy to 60 days from activation and additionally 60 days of paid service. These were not the terms I signed up for. This is clearly bait and switch. I request assistance in unlocking my phone and financial compensation for the depreciation value of the phone and inability to utilize the phone from 3 May 2025 forward.
Business Response
Date: 05/19/2025
Dear **** *************:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 4, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a Straight Talk phone and a $65 1-month plan on 3/3/2025, and wanted to have it unlocked after ********************* the Unlocking Policy at that time.However, the policy was changed on 4/1/2025, which required 60 days of paid active service. With this, you are requesting to have the phone unlocked, and a financial compensation due to inability to utilize the phone.

Please be advised that Straight Talk WirelessUnlocking Policy indicates 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 our Unlocking Policy, you may also visit our website at *************************************;
On the other hand, Terms and Conditions indicate that if you purchased your Straight Talk device from ****************, you have thirty (30)days from the date your device was delivered to you to return it to us for either an exchange or a refund. To process a return, you must follow the return instructions that came with your device and pay for the shipping cost to send it back to us.

We reviewed your account with phone number ending in 2787; it was activated on 3/4/2025 with a $65 30-day plan, and got deactivated on 4/3/2025 due to non-renewal of service. No further redemptions found in the account onwards, therefore, the device is not yet eligible for unlocking as it has not yet passed the minimum requirement of 60 days of paid active service.

We spoke with you on 5/16/2025 via phone number ************, and discussed the status of your account and unlocking request. We informed you that your request to unlock the phone is denied due to the aforementioned. You disagreed with the Unlocking Policy and mentioned that you will continue your case thru arbitration.

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.

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: 05/19/2025

Complaint: 23284315

I am rejecting this response because:
The policy in effect at the time of activation indicated unlocking 60 days after activation. While your policy may have changed on 1 April I have taken no actions to accept those change in terms by means of subscribing to additional services or paying for additional time inclusive of the terms. As such the terms in effect on 3 March are the legal terms of my account. The unlock date that you agreed to on 3 March was 4 May 2025. You have failed to honor those terms.
In addition, by essentially holding my phone hostage for additional payment you have engaged in deceptive business practices which were the topic of my FTC complaint.
Do the right thing. Unlock the phones of those who users who activated prior to 1 April.

Sincerely,

**** *************
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 19, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that we failed to honor the unlocking policy when your phone was activated. You want the phone activated before April 1 to be unlocked, since it should be eligible as per old unlocking policy.

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.

We reviewed your account, but did not find any updates on the Transaction History. We spoke with you on May *******, via phone number ************ and as per conversation, we informed you regarding the new unlocking policy. However, you asked if you can make an exemption to unlock the device since you had the phone activated prior April 1.We informed you that no exemption can made since all devices has to adhere with the new unlocking policy.

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 1320299930.

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:05/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 4th, I activated an iPhone 16e with straight talk. Their unlocking policy said that it would be automatically in blocked in *************************************************************************************** because my phone is not unlocked. Straight talk is asking for 60 days of continuos service, which is entirely unfair and not agreed upon.
Business Response
Date: 05/14/2025
Dear ****** ***:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 3, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you activated your iPhone 16e on 3/4/2025, and it should be unlocked after 60 days per the Unlocking Policy at that time; however, the policy changed and it required you to have 60 days of continuous service.

Please be advised that Straight Talk Wireless Unlocking Policy indicates 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 our Unlocking Policy, you may also visit our website at *************************************;

In our review, your account corresponds to a Straight Talk Wireless iPhone 16E with IMEI ending in 2531 activated on 03/05/2025, by transferring the $65 redeemed to a different phone with an IMEI number ending in 6108. The phone got deactivated on 4/4/2025 due to non-renewal of service, and it got reactivated on 5/10/2025, by redeeming a $35 30-day unlimited plan. The device is not yet eligible for unlocking since it has not met the required 60 days of paid active service.

We spoke with you via phone on 05/13/2025 via phone number ************, and discussed the aforementioned. We informed you needed to wait for the 60 days with active and paid service for the phone to be eligible for the unlocking request, and you acknowledge the information provided.

If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.

Please refer to email reference number ******* or Ticket Number **********.

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

Sincerely,

Executive Resolution Department
Initial Complaint
Date:05/02/2025
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 a ******* 16A 5g phone with service from Straight Talk on Feb. 13, 2025. The $50 service plan was for 30 days. The terms and conditions of the transaction stated the phone would become unlocked "60 days after ACTIVATION". On April 1, 2025 they changed their unlocking policy and added that you are required to have 60 days of paid service. I understand their right to change the policy going forward but don't think they should be able to change the conditions they advertised and I accepted when they offered to unlock the hone 60 days after activation.I did file an FCC complaint but this has only resulted in harassment from the company. They have contacted my 4-5 times asking me to contact them because they have important information regarding the unlocking of my phone. Each time I call it's a waste of approximately 45 min. as they verify the account, ask to hold while they look into this matter and finally come back to recite a prewriteen response that Straight Talk revised their policy on April 1, 2025 and "unfortunately your phone in not eligible for unlocking at this time".I believe they sold me this phone with false advertising and unfairly changed the conditions that were agreed upon at the time of purchase.
Business Response
Date: 05/08/2025
Dear **** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 2, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a ******* 16A 5G phone and a service plan for 30 days. The Terms and Conditions 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, you purchased a phone on February 13, 2025, with serial number ending in 1691; refer to order number *********. The device was activated on February 17, 2025, with $55 plan, which includes unlimited talk, text and data; including 30GB hotspot data for 30-day access. On March 19, 2025, the device was deactivated 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 7, 2025, via phone number **************, we informed you that all unlocking requests submitted after April 1, 2025, must adhere to the updated policy.

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 1320059820.

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

Sincerely,

Executive Resolution Department
Customer Answer
Date: 05/09/2025

Complaint: 23277503

I am rejecting this response because: The written terms when the phone was purchased said unlocking would happen 60 days after activation. When they called me their explanation was "we only made minor changes to the unlocking policy". CHANGE is the key word, they admit they changed the policy. I understand they have the right to change policies going forward but not backward. This was upheld in a 2007 ruling of ******* VS Talk America where the courts said a company cannot unilaterally change a policy and specifically cannot make a change simply by changing the wording of their website.

Sincerely,

**** *********
Business Response
Date: 05/16/2025
Dear **** *********:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 09, 2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that customer service confirmed that the Unlocking Policy was changed, and Total Wireless is not upholding the Unlocking Policy when the phone was initially purchased.

Please note that Unlocking Policy is subject to change at any time without advance notice. All unlocking requests submitted after 4/1/2025 must adhere to the updated unlocking policy.

As per our latest review of your account, it has not been reactivated yet, with 30 days of paid active service.Therefore, it is not yet eligible for unlocking.

We received your call on 5/14/2025 from phone number ************, and you inquired about the status of your unlocking request. We discussed the Unlocking Policy and the aforementioned information. However,you were not satisfied with the information provided, and stated that you will be filing for another complaint.

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 1320059820.

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:05/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm trying to transfer my phone number with them over to another phone by a different provider. Their customer service is a complete joke! Twice I've called them and been left on hold for over 20 minutes despite being told that it's only a few minutes. By the time I get someone, they eventually stop responding to me completely, forcing me to hang up and try again. They make it frustrating and impossible for me to keep my number with the new phone!
Customer Answer
Date: 05/02/2025
They seemed to have retaliated against me for filing the complaint by disabling my service despite me using their service 15 minutes prior to getting this email from them. They NEVER even helped me transfer my number over to the new phone! Now I want my service restored UNTIL they successfully transfer my number over like I wanted them to!
Customer Answer
Date: 05/02/2025
I have contacted them for the 3rd time and this time around I was able to get the help I needed by a couple of nice ladies. If there's a way to remove my previous complaints, please do so.
Initial Complaint
Date:05/01/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was sent an offer to add home wifi to my cell service after years of being a loyal customer, I purchased the wifi router for $100 and added the data plan. Within the first week the wifi would randomly stop working, after over 3 calls with tech support/ moving router all around my house this continued to happen. I asked for a refund, straight talk did refund my service plan ($45) but has been refusing to send me the ** code/ proper mailing info to return the router for the $100 refund. I have now spent countless hours waiting on a supervisor (who never comes to the phone) and wasted gas 6 times going to *** with a tracking code that STRAIGHT TALK EMAILS ME that does not work. I have went to 3 seperate ********** and they all say this is a scam. I was even promised by a *** that he would send *** the free return label directly all I had to do was take it there( no luck) another *** told me she would send *** to my house to pick up the router directly (never happened) then a few days ago straight talk disconnected my cell phone as they had my wifi and cell service switched up and disconnected the wrong service. All I want is my money back not a new router which they are trying to convince me to do! I work from home and having reliable wifi is a MUST so I am warning everyone to stay away from this company!!
Business Response
Date: 05/14/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 1, 2025, regarding BBB Case number ******** complaint.

Your complaint states that you purchased a WiFi router for $100; however, it is not working properly. You would like to return the device and request a refund; however, you still have not received a proper return label to return the device.

Our Records show that you ordered the Home Internet router on 3/5/2025 with order number *********, and it was delivered on 3/10/25 as per *** tracking number 1ZY902R60237660959. Despite the order being placed in the past 30 days, as courtesy, we approved of your refund request.

We created a ticket to send a return label, with reference ticket # **********. We spoke with you via phone number ************ on 5/11/2025, and discussed the aforementioned. We advised that refund will be processed once we confirm the return of the device.

We spoke with you again via same phone number on 5/14/2025; however, you mentioned that you sill have not received the return label via email. With this, we submitted another escalation to review this matter, and advised to call you back for updates.

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 1320082079.

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: 05/15/2025

Complaint: 23272864

I am rejecting this response because:I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is would be great if straight talk would actually send me the return label as promised. Over the past week I have has a representative call me three times from straight talk about my BBB complaint and advise me to return the router to *** using a code which as mentioned previously does not work, I then did a conference call with *** directly so they could speak with straight talk about this matter since they are unable to accept a shipping label by code. Straight talk has promised to email me the label (which we have tried 3 different email addresses and for some strange reason every email comes through just fine from straight talk except this return label that you claim to be sending.) As of yesterday I was advised that my issue would be escalated once again, and to expect a call back within a week. I have provided proof that not only was my service to be cancelled within the first 30 days which it was not, but that straight talk also acknowledged this issue before April 5th and still charged me for another month a service in which I had to call in and have refunded! All I want is a refund so that I can move on with my life and discontinue all services
cell phone and home wifi with you all please! Also as you can see in the images straight talk sent me several false labels with my name spelled incorrectly although my name is spelled completely correct on all other emails which furthermore leads me to believe they are avoiding my refund!

Sincerely,

***** ******

Sincerely,

***** ******
Customer Answer
Date: 05/15/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is would be great if straight talk would actually send me the return label as promised. Over the past week I have has a representative call me three times from straight talk about my BBB complaint and advise me to return the router to *** using a code which as mentioned previously does not work, I then did a conference call with *** directly so they could speak with straight talk about this matter since they are unable to accept a shipping label by code. Straight talk has promised to email me the label (which we have tried 3 different email addresses and for some strange reason every email comes through just fine from straight talk except this return label that you claim to be sending.) As of yesterday I was advised that my issue would be escalated once again, and to expect a call back within a week. I have provided proof that not only was my service to be cancelled within the first 30 days which it was not, but that straight talk also acknowledged this issue before April 5th and still charged me for another month a service in which I had to call in and have refunded! All I want is a refund so that I can move on with my life and discontinue all services
cell phone and home wifi with you all please!

Sincerely,

***** ******
Business Response
Date: 05/23/2025
Dear ***** ******:

We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/15/2025, regarding BBB Case number ******** complaint.

Your follow-up complaint states that you still have not received the return label to return the device for a refund, despite contacting customer service multiple times.

We apologize for any inconvenience this may have caused you. This matter is being reviewed in the backend, since tickets were already created but no return label being ******* the meantime, we will attempt to reprocess a ticket to resend the return label.

We attempted to contact you via phone number ************ and have sent emails to ****************** on 5/19/2025, 5/21/2025, 5/22/2025, and 5/23/2025, to discuss this matter.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 **********.

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

Sincerely,

Executive *********************

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