Complaints

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:04/04/2024

  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.

  We have been puretalk customers for years now and just ported out to another company due to bad service while traveling. Our account was charged $70 on April 1st, the same day we started service with the new carrier, however due to having to wait for SIM cards to arrive and subsequently having puretalk decline the initial port requested on 4/3/24 we were unsure to successfully port out until 4/4/24. We were told we pay in advance and puretalk does not prorate a refund so we are basically out $70 which we consider stolen as it was for service not yet used. **************** via phone told us to request an exemption via email and they emailed us back saying we had to request via phone. Basically the run around to keep our stolen money. Our service is canceled but they get to keep the funds. This is unethical and further hurts struggling families in a terrible economy. Bad service and horrendous cancellation policies. How on earth could we perfectly orchestrate a seamless transfer of service with literally a one day window? This policy is designed to rob the customer and pad completely pockets.

  

  Business Response

  Date: 04/11/2024

  Dear ******************,
  
  We're sorry to hear about your experience with your PureTalk service and transferring your phone numbers. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  Per our terms of service, we do not refund any portion of unused service. You may view the terms at ********************************************.  We have authorized the refund of your 04/01/24 bill for $70.00 on 04/08/24. Please allow 3-5 business days for the refund to appear on your statement.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:03/19/2024

  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 received an advertisement in the mail from this company expounding on how they are fighting the woke, liberal democratic cell phone companies by offering their cheaper cell service that doesnt make donations to democrat campaigns . Their claim of cheaper service due to this seems negated by there own statement: Were different from the other carriers because we donate a portion of your monthly subscription to conservative organizations and candidates, In addition, their website lists none of these additional agendas, leading to deceptive advertising.

  

  Business Response

  Date: 03/26/2024

  Dear **************,
  
  PureTalk has received the complaint filed with the Better Business Bureau.
  
  Our focus is providing premium wireless service at the very best price to all Americans. For further assistance, you may contact ************************************************ you would like to be removed from our mailing list, please email us at *******************************  with your full name and address.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  
  Kind regards,
  
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** portal)
  

• Initial Complaint

  Date:03/16/2024

  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 decided to get a plan with puretalk in Feb. 2024. They were running a special of 100 off a phone if I committed to like 30 months of using their services and paying for a plan that cost 30.oo or higher a month. I really did not know how much data I would use so I started out with 10gb and figured I could increase if needed. WRONG! I could have chosen the 15gb when I started but for some crazy reason I cannot now! I have talked to their customer service and gotten no where! I was told to read my agreement but there is NOTHING in the agreement about NOT being able to go up to the next level plan! This is ridiculous! I want to increase my plan to next level and can't! The next level is 35 a month and I am currently on the 30 a month plan. My only option according to my online account is increasing to 45! Why! I am getting NO answers just that I cant- this is horrible customer service! Right now people can get the 35 dollar plan and a free phone but I paid ***** for mine and simply want to increase to 35 a month plan. I was going to add people to my plan but after this ordeal unlikely.

  

  Business Response

  Date: 03/26/2024

  Dear **********************,
  
  PureTalk has received the above-referenced complaint filed with the BBB. Were sorry to hear about your experience with upgrading your plan.
  
  We have reviewed your account and see that ticket # ******* was submitted regarding this issue. Due to the device subsidy, you may only upgrade to the $45, $55, or $65 plans. Please accept our apologies for this inconvenience. You may add data to your current plan through your account portal at www.puretalk.com/account/login. After signing in, select the Add-Ons tab and choose **************
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

   

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21441909
  
  I am rejecting this response because: the excuse of device subsidy make no sense. FINE--I will keep the plan I have until my year is up because I got such a great deal and paid 69.oo for my phone while your current plan gives customers a free phone and they can have the 35.oo plan too! So glad you care about customer service. I am going to write to Mr. ******* and tell him all about how much you care for customers. THANKS FOR NOTHING
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/08/2024

  Dear **********************,
  
  Our IT department is investigating this matter.Once we receive an update, we will notify you. In the meantime, we have added 5GB of courtesy high-speed data to your plan.
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** portal)
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21441909
  
  I am rejecting this response because: The IT department is still investigating.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/09/2024

  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.

  False and luring ads Got ad/ referral on phone for PureTalk (free ****** ******* phone and ***** a month plan)Asked for for my social security # (was reluctant to do but wizard forces me to enter it to live on) Some mumble jumble messages on not running a credit check was displayed Put in my credit card- they did/integrated something and Rejected me for a phone plan (no messages or audit or reason)This should be illegal to advertise and do data grabs this way and store and use data in am exploitive shady way to make decisions Lure tactics and not explained for consumers Deceptive sales and system and I want all my data I was forced to enter removed!!!I also want names if owners and ************* to *****

  

  Business Response

  Date: 03/12/2024

  Dear ********************, 
  
  We're sorry to hear about your experience with PureTalk. Please accept our apologies that you were denied our free device promotion.
  
  We want to assure you that we do not store any data that is entered when placing an order. We also do not sell any customer information to third-party partners.
  
  You may view our privacy policy at *****************************************************
  .
   If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards, 
  
  
  PureTalk Customer 
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:03/08/2024

  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.

  Sometime in January 2024 I purchased a phone from puretalk. As of today that phone no longer works and puretalk refuses to issue me a new phone until I return ****************. This is unacceptable as it leaves me without a phone for an unknown amount of time.

  

  Business Response

  Date: 03/12/2024

  Dear **************, 
  
  We're sorry to hear you're experiencing issues with your device. Please accept our apologies for the inconvenience this has caused.
  
  We will be happy to send you a replacement device. You will first need to return the device to ********************** so we can inspect and test it. We will provide you with a prepaid return label to ship the device.
  
   If you do not wish to return the device, you may contact the manufacturer to determine if you are eligible for a replacement under their 1-year warranty. You may reach BLU customer support at ************. 
  
  If you have any further questions or concerns,contact our *************************** at ************.
  
  Kind regards, 
  
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:02/27/2024

  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 was a PureTalk customer for several years. The service was consistently unreliable, customer service was frequently unhelpful, and on several occasions I received text messages stating they were going to shut down my account due to not paying my bill. Upon calling the company, they admitted it was an error on their part each time. We finally left because of poor quality service all around. We called the company stating as such, they worked with **** to get us transferred, and we thought the nightmare was over. When we went to turn my wifes phone in however, we were surprised to hear that the phone had been blacklisted. Originally PureTalk stated that we reported the phone as lost or stolen. That is false. Eventually we find out via a collections service that allegedly we owed a bill around $249, which somehow wasnt conveyed before discontinuing service. Ive paid the bill, yet cant speak to anyone with the company because I dont remember the security PIN number of an account I no longer have. I cant even speak to a supervisor about it. It has been weeks since I paid the bill and I have confirmation through the collections company that Ive paid it and they still will not take the phone off of blacklist nor will anyone speak to me about the account. This company has poor business practices, is highly unprofessional, and I warn anyone against doing business with them.

  

  Business Response

  Date: 02/29/2024

  Dear **************,
  
  We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  We attempted to contact you on 11/22/23 regarding the remaining balance owed for your financing agreement, but we did not receive a response. The account was sent to collections, and your device was blacklisted. To remove the blacklist status, please email us a copy of the payment made to *********************** to *******************************..Please include the account holder's name, address, and phone number.
  
  If you have additional questions or concerns,please let us know. Our Support Team is available through our contact form at **********************************************  and on social media sites ********* Instagram, and X ********* for live chat.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:02/25/2024

  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.

  On 9/29/2023 I placed a call to Puretalk to purchase a sim card for a number we wanted to port from a different company AND to buy a new phone, a ******* A14, that for some unknown (to me at the time) reason I couldn't do online. After the call and after I paid, I was sent an order confirmation on which I saw that the phone I just purchased was an open box item. On Wed 10/4/2023 the package arrived. I opened up the phone, and could tell right away it was open box because it didn't even have the charger cable. It took me a while to find the place where I was supposed to put the sim card. I finally figured out that it is because there is a gap/hole, where the sim card tray was supposed to be. I called them immediately and said that I would like to return the phone for 2 reasons: 1) I didn't want an open box phone and didn't know I was getting one until AFTER I paid for the order (they sent me the open-box one because they had no stock of the phone I wanted) and 2) I can't use this phone because it is missing the sim tray.I was told they would send me a return label and all I had to do was place everything back in the box, exactly as I found it, and return it to them, and I would receive a refund as soon as they process everything. I did that on the same day I received everything. I was using my old phone for the new ported number which left me without a phone. I went to BestBuy and bought the phone I wanted, the ******* A14.A couple of days later, I receive a text with a tracking number from Puretalk. I was very surprised to find the exact same phone I returned to them, they re-sent to me saying that they cannot accept the return because it is incomplete, the sim tray is missing. I call them again to try and clear up the confusion. The missing sim tray is the very reason I returned the phone to begin with. They say that the ticket hasn't been closed so they cannot issue another return label until it is cleared up. I called many times through the next couple of months to try and get them to take the phone back and now the last time they said that they will not accept the return because the sim tray is missing, the phone was inspected before leaving their warehouse (they are now claiming that the missing sim tray is my fault) and that I should contact ******* for a resolution. I refuse to do this. The sim tray was missing upon arrival. It's their problem not mine.

  

  Business Response

  Date: 02/29/2024

  Dear ****************,
  
  We're sorry to hear about your experience purchasing a device through **********************. Please accept our sincere apologies that you received a damaged device and that you were not notified it was previously owned.
  
  We have sent a prepaid return label to your email. Please check your spam/junk folder, which may have been filtered from your inbox. Once we receive the device back, the refund request will be processed. Once approved, we will post your refund to your payment card.
  
  If you have additional questions or concerns,please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and X ********* for live chat.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:02/20/2024

  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 purchased 2 cell phones from PureTalk on Jan 10, 2024. The technical representative spent 3 hours on the phone with me on January 20 and assured me that the service was successfully transferred from Consumer Cellular. The rep talked to the CC rep and gave them a valid pin number. On Jan 26 I received an email from PT stating that the pin number was not correct. I then replied that I wanted to return the phones and cancel the order. I asked for a total refund of $240. The phones were returned in original condition in the original boxes.Yesterday I received a ***** package from PT but did not open it. I called PT and asked them why I received a box and when I was going to get a refund for the returned phones. The PT person stated tha phones were scratched and they retu.rned them to me. I told them that the phones were not scratched but were wrapped in their original boxes the day after they were opened.PT has been a very dishonest company. First they told me that the service transfer was successful after spending 3 hours on the phone with them and Consumer Cellular. Then we they received the phones back they returned them to me without any prior notification. It was only when I make a phone call to them that they admitted that I was not going to get a refund.I am asking for help in returning the original phones to PT at their expense. I am also asking for a full refund of $240 for the returned phones. I am also asking for verification that I am not going to received a monthly service charge from PT.Thank you very much for your assistance.

  

  Business Response

  Date: 02/23/2024

  Dear Ms. Blauvent,
  
  We're sorry to hear about your experience with activating service and returning your device. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  We will be happy to take a further look into this matter. However, we could not locate an account with the name, address, phone number, or email address you provided.Please verify the account holder's name, address, and phone number.  Contact our *************************** at ************. You can also contact us on social media sites Facebook,Instagram, and ******* for live chat. 
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 02/23/2024

  All of the information was already put in the original complaint.

  
  

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

  11469 C2 *************

  *************, ******** 

  landline number**************

  Cell phone number **************

  The cell phone sent by pure talk were never set up. The phone number was supposed to be transferred from consumer cellular. The service was never completed. The technician said that everything was OK for the transfer but it was not. I sent the phones back after spending three hours on the phone with the PT technician, who assured me that everything was fine.

  

  Business Response

  Date: 02/27/2024

  
  Dear Ms. ******************* have reviewed your account and see your port requests could not be completed due to an incorrect PIN. We emailed you on 01/20/24, 01/23/24, 01/25/24, and 01/26/24 to update your ports, but did not receive a response. The ports were canceled on 01/27/24 when you contacted **************** to cancel service and submit device return requests.
  
  On 02/14/24, the devices were inspected by our Warehouse. They were received damaged with scratches on the back, and your refund request was denied. Per our return policy, all items must be free from cracks, scratches, liquid, or other damage. Devices returned to us with damage will not receive a refund and will be shipped back to the customer.
  
  You may view our return policy at ****************************************************. The devices were returned to you on 02/16/24 via ****** tracking numbers ************ and ************.
  
  If you have any further questions or concerns,you may contact our **************** department at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21320712
  
  I am rejecting this response because:
  The phones were not damaged at all, and were returned in the original packages. I truly believe that this company is dishonest and is just refusing to send a refund. The phones could easily have been damaged at the warehouse. It is very easy to claim that they were damaged, and the customer will have no proof otherwise. I was told by the representative that photos were sent of the scratches. I did not receive those photographs. Pure talk is a truly dishonest company. I will be contacting some of your sponsors on ********* and tell them of my experience with a truly dishonest company.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/07/2024

  Dear Ms. ******************* emailed you photos of the damage to both devices on 03/06/24. Unfortunately, due to the damage, you do not qualify for a refund.
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21320712
  
  I am rejecting this response because:

  The phones were absolutely not damaged whatsoever. The company never sent photos to prove that they were scratched. The phones were returned, and I examined them extremely closely. They were in perfect condition. They were only out of the box for about two hours. The company returned the two phones without contacting me. When I open the returned phones to examine them again, they were still  in perfect condition. I will gladly return these phones to again to this company for a full refund of $250.
  

  This company is truly dishonest. I am 91 year old lady who simply wants to get my money back for a valid return transaction. I will do everything I can to advise others of the poor ethics of this company. I also plan to write the details of this incident to several advertisers that I see on ******** and asked them to discontinue advertisement with a dishonest company

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

  

  Business Response

  Date: 03/12/2024

  Dear Ms. ******************* emailed you photos of the damage to both devices on 03/06/24. Unfortunately, due to the damage, you do not qualify for a refund.
  
  Attached  are the pictures of the damage to both devices, per the Warehouse
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21320712
  
  I am rejecting this response because:

  Mild scuffs, not scratches, were barely seen on the phones when I looked at the returned phones again.  They were obviously scuffed in your warehouse  in order to refuse a refund.  They were NOT scuffed when they were returned to you. They were never used and placed carefully in the original box with plastic wrap. There was no plastic wrap on the phones when they were returned to me. After working 3 hrs with your technical people who were unable to complete the transition I was told that the transition from my previous supplier went just fine and puretalk just had to turn on the service.
  

  This company is truly dishonest.  The phones were obviously scuffed in your warehouse to avoid having to send a refund.  Hopefully no one will purchase your products or service. There are many disgruntled customer reports on ********************.  I added my poor review to the long list of unhappy customers.

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

  

  Business Response

  Date: 03/28/2024

  Dear ********************,
  
  We want to assure you the devices were not damaged by our Warehouse. The devices were received damaged with scratches on the back.Per our return policy, all items must be free from cracks, scratches, liquid,or other damage, free from engravings, or items fastened that alter the original out-of-box appearance.
  
   Devices that are returned to us with damage will not receive a refund and will be shipped back to the customer. Unfortunately, you do not qualify for a refund due to the damage. You may view our return policy at ****************************************************.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** portal)
  

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21320712
  
  I am rejecting this response because:

  Well, we are going around in circles. But I refuse to give up. You are a very dishonest company. The phones were not damaged when they were sent back to you. They were only opened for about three hours, and then put right back into the packaging. You refuse to accept this fact from me. So I repeat: You are a very dishonest company. 

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

• Initial Complaint

  Date:02/12/2024

  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.

  18 October 23 , ordered 1 phone and monthly service. Received 2 phones. One was sent back in original box. The other phone was ported and did not work. Pure Talk IT said send it back for a new phone. Sent back. **************** was contacted many times, transfer call, hang up, no supervisor, no new phone ect only excuses. Finally in January a partial refund of the first phone was posted. Later December a second partial refund was posted. Pure Talk did not refund shipping of either phone nor a monthly service charge. Neither phone was ever used. Pure Talk is a disorganized and unprofessional business that keep the customers money and doesnt honor any commitments. Would like a refund so I can get a new phone and email. Using this phone and email from my friend.

  

  Business Response

  Date: 02/15/2024

  Dear **************,
  
  We have reviewed your accounts and confirmed your second account was refunded for the plan and device on 11/03/23. The device associated with the first account was refunded on 12/20/23. We have refunded the plan on 02/13/24.
  
   Currently,we do not refund shipping costs for orders. Please accept our apologies for this inconvenience.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support 
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:01/25/2024

  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.

  DECEMBER 29 2023 $100.00 $68.00 when sighned up have called a couple times pure talk denies the ONE TIME PAYMENT $100.00 the $68.00 they are looking in for a rebate why i didnt get this with out contact them had a bad expierance from start there phone they shipped me could not get it to work after emails over and over try this do that wanted a differnt phone never got another phone they would never admit there was a problem with the phone 2 weeks later canceled service they just billed me over $400.00 for the phone that never would work went back to straight talk and i lost my phone number thanks to puretalk

  

  Business Response

  Date: 02/01/2024

  Dear ************************, 
  
  We're disappointed to hear about your experience with PureTalk. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  We have reviewed your account and confirmed there are only two charges: $68.00 for your initial order and $451.74 for the financed phone. You canceled service before the end of your financing agreement and were charged the remaining balance. You did not return the phone within our 14-day return period and do not qualify for a refund. Your refund request for your plan was submitted on 01/24/24. Please allow up to 14 business days for your request to be processed.
  
  Regarding the $100 charge, please email us using the Contact Form at ********************************************** so we can gather additional information and look into this matter further. 
  
  Kind regards, 
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** portal)