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Business Profile

Cell Phone Supplies

PureTalk

Complaints

Customer Complaints Summary

  • 199 total complaints in the last 3 years.
  • 73 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    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.
    My mother (****** ******) and I **** ***** ********) were defrauded by Pure Talk Holdings, LLC. After acting on my mother's behalf to dispute all her Pure Talk charges on her CITI card for service with Pure Talk that she never activated, I suddenly received a collection notice from **************************** for MY supposed outstanding bill with Pure Talk for my closed Pure Talk account--closed in 2023. I have never received any bills from them since closing my Pure Talk account. I called ********************** today and the customer service department said they see that my account was closed in 2023, and my line ported to another carrier. Pure Talk told me I have a zero balance. Why have I received a collections letter saying I have an outstanding bill with Pure Talk after I began fighting Pure Talks fraudulent charges levied against my elderly mother? What happened with my mother in now happening with me. When a customer cancels an account, ********************** customer service apparently doesn't properly notify their billing department. The billing department continues charging the customer long after an account is closed. Is ********************** running a scam with ******-***** collections? Why do I ask this? The reference number on my collection notice is the SAME REFERENCE number on my mother's collection notice also from ******-*****. Why would two different collection letters sent to two different customers bear the same reference number? Something is very crooked here.

    Business Response

    Date: 06/26/2025

    Dear Dr. *********************** accept our sincerest apologies for the extremely frustrating experience you and Ms. ****** have endured with PureTalk.We deeply regret the inconvenience and distress this situation has caused both of you.

    We have thoroughly reviewed the details of your accounts.

    The account opened on October 12, 2023, and closed on May 8, 2024, shows no device purchase and no outstanding balance.

    Regarding the account opened on November 6, 2023,associated with the Blu G40 device, we understand this device was likely defective. This led to the subsequent purchase of the ******* Galaxy A14 on February 7, 2024, through a device financing plan. While this device was marked as delivered to a **** office, we acknowledge that neither you nor Ms. ****** ever received it.

    The account was automatically canceled on May ******, due to non-payment. Consequently, the remaining balance for the financed ******* device was unfortunately sent to a collections agency on June 9, 2025,as it was associated with an inactive account. Given that two names are listed on the account, it is indeed possible that both of you received a collections notice concerning this device.

    We have taken immediate action to rectify this situation. We have closed the finance agreement for the ******* Galaxy A14. We have notified ******-***** to cease all collection efforts immediately. Your account should be updated within 1-2 business days, and they have been instructed to remove this account from their system entirely. Regarding the monthly service charges, we have submitted a request to have these charges fully reversed. Once we receive confirmation that this reversal has been completed, we will contact you directly to confirm the total refund amount and the processing timeframe.

    Please do not hesitate to contact us if you have any further questions or concerns. We are more than happy to provide any additional assistance you may require. Our **************** team is available at **************.

    Thank you,

    PureTalk

    Cc: Better Business Bureau (via BBB Portal)

    Customer Answer

    Date: 06/26/2025

     
    Complaint: 23510574

    I am rejecting this response because:

    Reversing the charge for a defective phone and stopping collections for that charge DO NOT solve what Pure Talk has done to destroy my mothers credit.
    Pure Talk continued charging my mother for monthly service despite her service never being activated. And they continued debiting her **** card for service for years following the closing of her account.
    ********************** customer service said they couldnt figure out how to stop billing Sharons CITI card since her Pure Talk account was closed.
    So **** advised ****** to close her CITI credit card account to stop *********************** ongoing charges.
    The only charges on the closed CITI card are for Pure Talk.
    Due to ***** policies, they could not reverse the Pure Talk charges because they are more than 6 months old.
    CITI then put her account into collections and posted a negative report on her credit bureau file.
    This has harmed her credit to the point she was refused a credit card application.
    I DEMAND THAT PURE TALK MAKE THIS RIGHT BY:
    1)        Telling CITI to reverse all Pure Talk charges;
    2)        Tell CITI to remove negative CITI reporting on her credit bureau;
    3)        Reinstate her original credit rating, which was in the high 800s.

    PURE TALK CHARGES PLACED ON CITI CARD MUST BE REVERSED: 

    September 28, 2023: $15  

    October 06, 2023: $114 

    November 06, 2023: $81.34 (Initial cost for service (charge included the BLU G-40 at $60, plus the $10 phone plan, plus the shipping and taxes for the phone). 

    Feb 27, 2024: $20 

    August 26, 2024: $12.72  

    September26, $16.66 

    October 26, 2024:  $16.67 

    November 26, 2024: $16.67 

    December 26, 2024: $16.67 

    Jan 26, 2025: $16.68 

    Feb 26, 2025: $16.68 

    March 26, 2025: $16.68 

    Total refund: $343.09 


    Sincerely,

    Dr. ***** ********

    Business Response

    Date: 06/30/2025

    Dear Dr. ******************* truly appreciate your patience while we worked to resolve this for you. We're happy to let you know that we've received approval to issue refunds for all transactions connected to the account ending in 4325.

    Since most of these transactions are older, a paper check for $214.09 will be mailed to the address we have on file for you.This total includes the chargeback that was processed on May 7, 2025.

    We also want to confirm that the $114.00 transaction from October 6, 2023, was refunded on November 3, 2023, and the $15.00 transaction from September 28, 2023, was refunded on October 9, 2023.

    Regarding the bank account that is in collections,we recommend reaching out to the bank directly. They can help you settle the account and have it removed from collections. For account security, we're unable to contact the bank on your behalf to discuss your personal account details.

    Thank you for being so understanding as we work to make sure everything is taken care of.

    Thank you,
    PureTalk

    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:06/18/2025

    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.
    Dear BBB,I am reaching out to request immediate assistance with an unresolved issue concerning my PureTalk ********** February 2025, my brother passed away. Shortly thereafter, I contacted PureTalk to ask if his phone could be merged onto my account. I was told this was possible and was given clear instructions on how to proceed. I followed those instructions precisely.However, despite multiple phone calls, emails, and providing my credit card information, the merger of my brothers line into my account has still not occurred. Last week, I was informed that there was a technical issue delaying the process and was advised to wait for resolution and confirmation. To date, neither has happened.Whats more concerning is that since providing my payment information, Ive been receiving daily warnings that my brothers line will be disconnecteddespite my good faith effort to comply with all requested steps.This situation has caused unnecessary stress, confusion, and expense during an already difficult time. I am asking for urgent help to complete this transfer and ensure continued service to the line in question.Sincerely,******* ******* PureTalk account ************

    Business Response

    Date: 06/24/2025

    Dear Mr. McNight,

    We sincerely apologize for the delay and any
    inconvenience you experienced while merging your accounts.

    Upon reviewing your account, we confirm that you
    spoke with a supervisor on June 18, 2025, regarding this issue. The June
    billing amount for the line ending in 3333 has been waived, and your accounts
    have been successfully merged. As a result, you are now receiving a 10%
    Multiline Discount for the addition of the second line.

    Should you have any further questions or concerns,
    please do not hesitate to contact our Customer Service department by dialing
    611 from your PureTalk phone or by calling 1-877-820-7873.

    Kind regards,
    PureTalk

    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:06/18/2025

    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 swapped from **** to Pure Talk. I had to purchase a Phone from PURE TALK. After a few months the phones charging port started to malfunction. I called Pure talk to replace or repair the phone. Pure talk sent me to ******** the insurance company, ******** sent me to ******* because the phones less.than a year old. ******* said they could send a box and repair the phone but In order for me to have a phone while mine was being repaired I'd just have to buy another. I called Pure Talk they said they couldn't help and refused to replace the faulty phone they sent me or provide a loaner phone. I can't go 7-30 days without a phone and I shouldn't be forced to buy 2 phones because Pure Talk sells faulty equipment and refuses to rectify the situations caused by their faulty equipment. I don't work for a phone company, I have my own job to worry about. When I pay for a phone service I expect the ************* Provider to handle the **************

    Business Response

    Date: 06/24/2025

    Dear Mr. Clark,

    We're so sorry to hear the charging port on your
    phone is malfunctioning. Unfortunately, we do not provide loaner phones during
    repairs or offer assistance with hardware-related issues. Additionally, as your
    purchase falls outside our 14-day return policy, you are not eligible for a
    replacement or refund through PureTalk.

    We understand this situation is frustrating and
    sincerely apologize for any inconvenience it causes.

    Should you prefer not to send your phone to
    Samsung for repairs, we recommend contacting Samsung and Allstate directly to
    explore any alternative solutions they may offer.

    If you have any further questions or concerns
    regarding your PureTalk service, please contact our Customer Service department
    by dialing 611 from your PureTalk phone or 1-877-820-7873.

    Kind regards,

    PureTalk

    Cc:
    Better Business Bureau (via BBB Portal)

    Customer Answer

    Date: 06/24/2025

     

    Complaint: 23485251



    I am rejecting this response because: I purchased a phone through Pure Talk and Pure talk refuses to help when their product that THEY sold has broken. I did have to go buy another phone because I work for a living and have to have a phone. Pure Talk offered no help in this situation and I will not stop until satisfied. 




    Sincerely,



    Justin Clark

    Business Response

    Date: 06/26/2025

    Dear Mr. Clark,

    We sincerely apologize for the inconvenience and
    hardship you experienced due to needing to purchase a new device. We understand
    how frustrating this situation must be.

    As a one-time courtesy, we've applied a free month
    of service bill credit to your account. This credit will automatically be
    applied to your next billing date. You can view this credit by logging into
    your Account Portal and selecting the Billing tab.

    If you have any further questions or concerns
    regarding your PureTalk service, please don't hesitate to contact our Customer
    Service department by dialing 611 from your PureTalk phone or 1-877-820-7873.

    Kind regards,

    PureTalk

    Cc:
    Better Business Bureau (via BBB Portal)

    Customer Answer

    Date: 06/29/2025

     

    Complaint: 23485251



    I am rejecting this response because:

    1 months service simply doesn't cut it. This was a nightmare scenario. I had to purchase another phone so the goods and services YOU sold me were no good. 

    Sincerely,



    Justin Clark
  • Initial Complaint

    Date:06/12/2025

    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.
    From day 1 had problems transferring my info to their phone that I purchased. It hasn't even a whole year. Bought 2 crappy phones from ************** but problems. Have problems with their service. Dropped ************ messages never received, can't watch a video without starting * stopping, the **** to speak into the phone to text a message doesn't ever work. Don't receive all my emails. To me it's a problem. I have called a number of times and they pass the buck * never resolve any issues. They all have said u can use ur insurance * get another phone. That should never be the case with a new phone. They sell * they are responsible to make sure they work before hand not *******. They just want ur money. They don't give a c*** if it works or not. I feel like they have ripped me off * no one takes accountability. I'm a business ********* go out of my way to satisfy my customers as it should be. It's a shame. I will never refer anyone to them. Very upset about this whole experience.

    Business Response

    Date: 06/13/2025

     Dear Ms. ********************** sincerely apologize for the issues you're experiencing with your phones and the inconvenience this has caused. We're committed to resolving this for you, and an agent will be contacting you to provide further assistance.

    In the meantime, we recommend the following troubleshooting steps to help optimize your service:

    1. Please ensure your device has the latest software and carrier updates. You can typically check for these updates in your phone's Settings menu, usually under Software Update or General > Software Update.

    2. Resetting your network settings can often resolve connectivity issues. Instructions for this process are available at *******************************************


    For immediate assistance, you may also contact our Technical Support team directly at ************.

    We appreciate your patience and understanding as we work to resolve this matter promptly.

    Kind regards,
    PureTalk


    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:06/12/2025

    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.
    I contracted with a cell phone service because they offered a free phone and a low monthly payment. I was told that Puretalk was veteran owned, that I would pay less than the prominent carriers such as *******, and that I would enjoy excellent cell phone service. I pay $20 more than I paid ******* on a monthly basis. I pay $50 a month. The cell phone service is intermittent and unreliable. I cannot get service in the ************ area. I cannot rely on ****** maps for *** services as they are in and out and sometimes the *** system doesn't work at all. I miss calls. I have contacted customer service and was told too bad. When I asked to speak to supervisor, I was told that a no supervisor could override what the customer service person told me. in other words, it would be pointless to speak to a supervisor. Now I appeal to Mr ****** ********** CEO of owner Telrite Holdings. **** ******* says you are a war veteran, and a Puretalk plan would be the best choice in every way. It is not. I would like to end this contract as I am not being provided the services it promised. I look forward to hearing back confirming my request. Thank you Mr ********** and thank you for your service.

    Business Response

    Date: 06/13/2025

    Dear Ms. ***************************** have reviewed your account and identified that your recent phone purchase included our Instant Phone Discount. To qualify for this $250 discount, the conditional sale agreement stipulated the selection of the $35 service plan and enrollment in the $5 device protection plan. This may account for the difference you're observing between your current PureTalk bill and your previous carrier's charges. You can review the details of your sale agreement by logging into your Account Portal at **************************************************** and navigating to the Plan tab.
     
     We understand your frustration regarding the service issues you're experiencing. Please be aware that outdoor coverage can differ from indoor coverage and may be influenced by various factors, including local terrain and surrounding buildings. We sincerely apologize for any inconvenience this may be causing.
     
     We are committed to resolving this for you.A Technical Support agent will be reaching out to provide further ************* the meantime, we recommend trying the following troubleshooting steps to optimize your service:
     
     1. Please ensure your device has the latest software and carrier updates installed. You can typically check for these updates within your phone's Settings menu under Software Update or General >Software Update.
     2. Resetting your network settings can often resolve connectivity issues. Instructions for this process are available at *******************************************.
     
     For immediate assistance, our Technical Support team is available directly at ************.
     
     
    We appreciate your patience and understanding as we work to resolve this matter.
     
     Kind regards,
     PureTalk 

    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:06/03/2025

    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.
    To Whom It May Concern,I am submitting this complaint regarding the handling of mobile service issues involving *************, its tech support provider PureTalk, and parent company Telrite Holdings.I recently enrolled with Life Wireless and successfully ported my number. My phone is compatible, APN settings are correct, and I live just 2 miles from a verified **** 5G tower. Despite these favorable conditions, I am not receiving 5G serviceonly LTE or lower. I understand 5G coverage isnt guaranteed in all areas, but this explanation falls flat when I sit next to my stepmotherwho uses ****and she has solid 5G while I do not.When I raised this issue with Life Wireless and PureTalk support, I was met with generic responses that did not address the specific circumstances of my case. Rather than investigating a possible provisioning or account config issue, I received scripted pushback and dismissal. My requests for proper troubleshooting or escalation were ignored or deflected.While my account is with Life Wireless, all three companiesLife Wireless, PureTalk, and Telrite Holdingsare involved in delivering and supporting the service. Therefore, I am filing separate complaints for each entity, as all bear responsibility for ensuring service quality and proper customer support.I am asking for:A formal investigation into the failure to provision my account for proper 5G access Accountability for the poor and dismissive tech support experience Transparency on whether Life Wireless accounts are provisioned at reduced service levels vs. standard **** users, despite using the same infrastructure Thank you for your attention to this matter. I hope this complaint results in a review of how Lifeline carriers are supporting customers and delivering on promised service capabilities.***** J. *******, IV *********************** Apt. ******************** MIN: ************

    Business Response

    Date: 06/06/2025

    Dear Mr.*******,

    Life Wireless is responding to the above-referenced complaint, and we sincerely apologize for any inconvenience you have experienced.
    Thank you for reaching out to Life Wireless to inquire about 5G coverage. It's unlikely you will get a 5G signal everywhere in *****. 5G service is dependent on location and is not readily available in most rural areas. While coverage maps can provide an idea of 5G availability, it's important to remember that coverage can vary, and actual speeds and service may differ.
    Kind regards,

    Life Wireless

    Cc: Better Business Bureau
  • Initial Complaint

    Date:05/25/2025

    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.
    Happily accepted and charged debit card without activation. I was told it will take 4 days due to their warehouse hours. Seriously? Then to receive a refund on a service that was never received will take 5 business days! Holding my money hostage and collecting interest. This is a scam. ***** ***** should remove himself as a sponsor because his reputation has been damaged

    Business Response

    Date: 05/28/2025

    Dear Ms. **************** sincerely apologize for the less-than-ideal experience you've had with PureTalk. We understand your frustration, and this is certainly not the impression we want you to have of our service.

    As a prepaid mobile provider, the first month of service is indeed purchased when you place your initial order, but please know that the service doesn't begin until your activation is complete.

    Typically, orders are processed within 1-2 business days, and we want to let you know that our processing doesn't occur on weekends.

    We've reviewed your account and can confirm that a refund of $31.00 was processed on May 27, 2025. Refunds usually appear on your original payment method within 5-7 business days, though some financial institutions may take a bit longer. If you don't see the refund within seven business days,we recommend reaching out to your bank directly for an update.

    Should you have any further questions or concerns,please don't hesitate to contact our **************** team at **************.You can also reach us through our Contact Form at ************************************************************ or via live chat on our social media platforms: ********* Instagram, and X (*******).

    Thank you for being a PureTalk customer. We truly appreciate your business.


    Thank you,
    PureTalk

    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:05/23/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I attempted to use the phone service .I purchased it a total of 45. 80 and the service did not work. i was without service so i went back to my old service the very next day. they would not give me a full refund only part of it and thats not fair or reasonable

    Business Response

    Date: 05/28/2025

    Dear Mr. *************** sincerely apologize for the service issues you experienced with your PureTalk service after activation. We understand how frustrating this must have been and truly regret any inconvenience it caused.

    We've reviewed your account and can confirm that a refund of $20.80 was processed on May 27, 2025. Please allow 5-7 business days for this refund to appear on your original payment method. For your records,the refund confirmation number is ********. This refund includes your plan and applicable taxes and fees.

    Please note that your $25.00 donation to ***************************** was not included in the refund. As this was a donation, it is not eligible for a refund.

    Should you have any questions or concerns, please don't hesitate to contact our **************** team at **************. You can also reach us through our Contact Form at **********************************************  or via live chat on our social media platforms: ********* Instagram, and X (Twitter).

    Thank you for being a PureTalk customer. We truly appreciate your business.

    Thank you,
    PureTalk

    Cc: Better Business Bureau  (via BBB Portal)
  • Initial Complaint

    Date:05/22/2025

    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.
    my phone billed was suppose be $20 a month for life now all sudden it's $26 a month I never got a free phone when I joined as new customer just got the run around

    Business Response

    Date: 05/27/2025

    Dear Ms. ******************* reviewing your account, we confirm you are subscribed to our $20.00 Unlimited Talk & Text + 3GB Data + 2GB Hotspot plan. Please note that the advertised plan cost does not include applicable taxes and fees. Your total monthly charge, including these additions, is currently $23.10. Taxes and fees may vary monthly based on your location.

    For a detailed breakdown of these charges, please log in to your online portal at **************************************************************************. After signing in, navigate to the Billing tab and select the plus (+) icon next to the relevant transaction.

    Regarding our free phone promotion, eligibility requires that you activate a new line of service, port an existing phone number, and enroll in AutoPay. Activation must occur within 30 days.Additionally, you must select and maintain a qualifying plan and Device Protection Plan for the 36-month conditional sales agreement.

    Should you have any additional questions or concerns, please do not hesitate to contact our **************** ************** can reach us by dialing 611 from your PureTalk phone or by calling ************** directly.

    Kind regards,

    PureTalk

    Cc: Better Business Bureau (via BBB Portal)

    Customer Answer

    Date: 05/27/2025

     
    Complaint: 23366566

    I am rejecting this response because:

    Sincerely,

    *************************

    Business Response

    Date: 05/30/2025

    Dear Mr. ***************** understand your disappointment regarding our previous response, and we genuinely appreciate you reaching out to us again. We are committed to ensuring you have a clear understanding of your account details and are happy to provide further clarification on your concerns.

    Upon a thorough review of your account, we can confirm that your most recent charge for the May billing cycle, dated May *******, totaled $23.10. This charge is comprised of your selected $20.00 Unlimited Talk & Text + 3GB Data + 2GB Hotspot plan, along with $1.85 in applicable taxes and a $1.25 Recovery Fee.

    We note that at the time of this billing, your account had only one active line, which explains why the Multi-Line Discount was not applied.

    Regarding your initial sales call on January *******, our records indicate that you were informed there was no active free device promotion at that time, as the previous promotion had concluded prior to your order. However, we were pleased to offer you our new customer promotion,which provided 50% off your first month of service.

    Moving forward, your monthly bill will consistently reflect your chosen service plan, along with any applicable federal, state, or local taxes and fees. Please be aware that your total due may adjust if your plan is upgraded or if there are changes to these taxes and fees. The monthly total will also increase if additional lines are added to your account. 

    While we are not currently offering a free device,we do have an Instant Phone Discount available for new lines of service. To be eligible for this discount, a new line must be activated, a current phone number must be ported, AutoPay must be maintained, and the service must be activated within 30 days. Additionally, you would need to select and remain
    on the $30 Unlimited Talk & Text + 6GB Data plan or a higher-tier plan for a 36-month conditional sales agreement, and maintain an active Allstate device protection plan. The discount amount varies by plan:select the $30 plan for $100 off, the $35 plan for $150 off, the $45 plan for $200 off, the $55 plan for $250 off, or the $65 plan for $300 off.

    Should you wish to purchase a new device for your existing active line, you can conveniently do so by logging into your Account Portal and navigating to the "Upgrades" tab. Although your current line is not eligible for the Instant Phone Discount, device financing options may be available during the checkout process.

    We hope this detailed explanation addresses your questions. If you have any further concerns or require additional assistance,please do not hesitate to contact our **************************** You can reach us by dialing 611 from your PureTalk phone or by calling us directly at **************.

    Kind regards,
    PureTalk


    Cc: Better Business Bureau (via BBB Portal)
  • Initial Complaint

    Date:05/19/2025

    Type:Order 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 changed service provider 05.17.25 and they shut down my online account immediately. Im on the phone with customer service as I write and its taking a ticket and 30 minutes so f*** to get my last bill and the service agreement for the phone I financed through Pure Talk. Want to see if Im owed anything for the monthly service and how many payments Ive made on the phone. Of coythey want payment for the balance on the phone straight away.

    Business Response

    Date: 05/27/2025


    Dear Mr. **************** sincerely apologize for the delay in providing your invoices and the remaining financing balance for your phone.

    Upon reviewing your account, we've confirmed that your invoices were successfully delivered. Please note that a financing balance statement is not automatically generated. However, we've expedited your request, and the statement was sent to your email address on May 20, 2025.

    To settle your remaining balance, please contact our *************************** directly at **************.

    Kind regards,
    PureTalk


    Cc: Better Business Bureau (Via BBB Portal)

    Customer Answer

    Date: 05/28/2025

     
    Better Business Bureau:

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

    Sincerely,

    ***** *****

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