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:01/16/2024

  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.

  08/09/2023PureTalk - Initial Order Purchase - Shipping Qty: ******* Called to cancel one of the lines ****. I couldn't get a new phone as a new customer because all four numbers were ported when only three should have been . Apparently, once the lines are ported, you are no longer a new customer. One of our lines did not have a phone but PureTalk considered this line an existing customer so that line was not eligible for new customer phone deals. ********************** refused to correct their error so I cancelled the line without a phone. They never cancelled the line but instead unmerged it. PureTalk won't cancela $43 bill for a line that was never used. Spoke to a ****** (no last name was given), a supervisor to escalate the matter and she told me there was "no way of knowing if the line was used or not". So to recap, PureTalk screwed up the onboarding of our lines knowing that one needed a new phone and secondly, they refuse to cancel the $43 bill for services that we never knew was still ongoing. I am seeking the billing adjustment of $43 for line ****. I do not want to pay $43 for a line that should have been cancelled.

  

  Business Response

  Date: 01/29/2024

  Dear **************, 
  
  We're sorry to hear you could not purchase a discounted phone due to your line being ported to PureTalk. Please accept our apologies for the inconvenience this has caused and if you received anything other than an optimal customer service experience.
  
  We have refunded your $43.90 for your monthly bill on 12/01/23. Please allow 3-5 business days for the refund to be posted on your payment card statement.
  
   If you have any further questions or concerns, contact our *************************** at ************.
  
  Kind regards, 
  
  PureTalk Customer Support
  
  

• Initial Complaint

  Date:01/05/2024

  Type:Product 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 would like to make a formal complaint against PureTalk, which is a phone service based in *******. On December 9, 2023, my husband and I tried to sign up with their service and were sent *** cards to put into our existing phones. We had already paid PureTalk for the *** cards and the first months service in the amount of $47.00 on a **** card. Our card was charged on December 9, 2023. On December 14, 2023, I called PureTalk to activate our phones with their *** cards, using our existing Consumer Cellular phone numbers ************* and ************), but we discovered that our phones were not compatible with PureTalks service, so we had to cancel with them. I had to keep calling both Consumer Cellular and PureTalk because both companies insisted the other was preventing them from completing their jobs. The two lines with the phone numbers listed above were never activated by PureTalk to our knowledge because the *** cards would not work in our phones, and after trying to get our those phone numbers ported from Consumer Cellular to PureTalk, we were told by PureTalk that our phones were still locked and could not be activated with their service. After our phone numbers were ported out to PureTalk, our phone lines were disconnected by Consumer Cellular. I had to use my husbands work phone to call both companies again and again! I asked Consumer Cellular to reinstate our account so we could have phone service. They complied and gave us new phone numbers. Finally, after many phone calls, PureTalk admitted they now had our old phone numbers that we were trying to keep, and I was given an account number and a PIN number so the phone numbers could be ported back to Consumer Cellular. Consumer Cellular informed me that they no longer owned those two phone numbers, that they were now the property of PureTalk. On December 21, I spoke with ******* at PureTalk to request a refund of the $47.00 since we did not have an active account with them. I was told that two separate refunds would be credited to our **** for the two phone lines that were never activated. I was informed that the refund would not include the shipping and processing fees for the *** cards, and that we would receive $26.61 for one line and $15.97 for the other line. I was told that I would receive a confirmation email. I never received an email.A few days later, I checked our **** account and saw that we had received the $15.97 but not the $26.61. I decided to give it a couple of days and check again. On January 3, ****, I saw that the $26.61 had not been credited to our ****, so I called PureTalk. I was told that we ***** receive that refund because that line *************) was active! I asked how it could possibly be active when we werent using it and had no access to it and was told that it hadnt been cancelled. Why not? The customer service rep ***** have an answer. When I asked to speak with a supervisor, I was told that there wasnt anyone available and that the person to whom I was speaking could do what a supervisor could do. She informed me that she would put in a refund request for me but that there wouldnt be a guarantee that Id even get a refund. I told her that was ridiculous and that theyd better not charge me for time that was accrued on that active line since I had no access to it. She ***** assure me that that would not happen because 14 days had already passed. How can this company charge me for a line that I had no idea was active, I have no access to it, and they couldnt figure out that it should have been cancelled when it was determined that our phones werent even compatible with their service? Also, who is using that line? I should not be charged for their obvious and stupid mistake! I want the entire $26.61 refund, and there is no reason why I should not get it. On January 5, ****, I called ************ and heard the following voice message:The number you dialed is not a working number.I also called ************ and head the following voice message:The number you dialed is not reachable.This proves that there are no active lines on the PureTalk account number ********************** gave me, which is 211100522111.PureTalk customer service reps have assured me a couple of times now that I would receive an email communication from them, but I havent received anything.I ask for your help in resolving this matter because I have gotten nowhere with PureTalk. Their customer service reps do not have the proper training or abilities to clear up this simple matter. I want to get this resolved as soon as possible because I dont want PureTalk to charge me for a line we have never had or used. I gave them my **** information over the phone initially for the first month and the *** cards and agreed at that time to sign up for autopay. I want to make sure that PureTalk cannot make any future charges to my **** account, since it is obvious that autopay no longer applies.

  

  Business Response

  Date: 01/12/2024

  Dear ******************,
  
  We're disappointed to hear that your experience with PureTalk was anything less than optimal. Please accept our sincere apologies for not receiving your refund for your second line and for the inconvenience this has caused.
  
  We have confirmed your refund of $26.61 was posted to your payment card on 01/10/24. Your lines have been disconnected, and you will no longer receive monthly billing from PureTalk.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 01/12/2024

   
  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.  I would like to thank you so much for helping me with this issue since PureTalk customer service reps were uncooperative when I called to try to resolve the matter.  I checked my bank account, and the $26.61 has, in fact, been posted to my account.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/25/2023

  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 first signed up for PureTalk on 2 June 2023. There were issues with our service, especially with voicemail, from the very beginning. **************** was completely unhelpful in resolving our problems. Issues continued, so we switched carriers on 9 September 2023. PureTalk made it very difficult for us to port our phone numbers over to the new carrier, taking almost two weeks! We were subsequently charged for an entire month of service. I called customer service in October to request a refund. The company rep started a ticket. When no refund was issued, I once again called customer service who told me that my request was denied. PureTalk states in their promotional literature that they have a 100% satisfaction money back guarantee. Apparently that only applies to the first 30 days. We were never happy, but tried to work things out for 3 months with no resolution. We are only asking to be refunded $42.76 for the month of service we did not receive. Both being veterans, we wanted to support a veteran owned and operated ***************** We are beginning to think that was a scam, too. Very disappointed.

  

  Business Response

  Date: 01/12/2024

  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 have refunded your 09/06/23 bill of $42.76.Please allow 3-5 business days for the refund to post on your bank statement.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support

• Initial Complaint

  Date:12/21/2023

  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.

  Since about two months into having service my husband and father have had issues with their phones dropping service either after going from ************ to data or vice versa. We've all contacted support multiple times for a resolution. All that is given is shut your phone off or restart it. That works sometimes. My dad has been left without service for hours on end. He's in his 70s and it's unsafe not having service as his phone is his lifeline. The reason I'm finally doing this is because my husband and I have been without service since 4pm MST. I'm 32 weeks pregnant and this could be a real issue if I need to have an emergency visit to the hospital! We need service to reach family members to help watch our son and dogs. But this can't be done if we are without service. We pay our bill and have been very understanding with Pure Talk but this is enough. This isn't just a once or twice issue. This happens multiple times a week. Repair our system, phone, whatever needs repaired! Also, no we cannot go without phones! That was one suggestion we were given by customer service within the last couple months. We cannot go days without phones because we do not have a house phone.

  

  Business Response

  Date: 12/27/2023

  Dear ****************,
  
  We're sorry to hear you and your family are experiencing issues with service. Please accept our sincere apologies for the inconvenience this has caused.
  
   A member of our Technical Support team will contact you to assist you further. In the meantime, please ensure your devices are using the latest software update by connecting to Wi-Fi and going to Settings > Software Update or Settings >General > Software Update. Then, reset your network settings by following the steps at www.puretalk.com/data.
  
   If you have further questions or concerns, you may reach our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 12/29/2023

  We spoke with PureTalk today but have to do another call tomorrow to determine if the issues is SIM card related or Phone related. So at this point idk what I should put for a response.

  

  Business Response

  Date: 02/05/2024

  Dear ****************, 
  
  We regret to hear about your experience with PureTalk thus far. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  After reviewing your account, our Technical Support team has deemed this ***** model has a hardware issue. We cannot troubleshoot hardware issues; the manufacturer must address faulty devices. All phones purchased from PureTalk are brand new and have a one-year manufacturer warranty. You'll need a VoLTE-capable device compatible with PureTalk's network to resolve this service interruption. You may log into your Account Portal online at www.puretalk.com and click the 'Replacements' tab to browse device upgrade options.
  
  You may reach our *************************** at ************** if you have further questions or concerns. 
  
  Kind regards, 
  
  PureTalk Customer Support 
  
  
  Cc: ********************** (via *********************)
  

  Customer Answer

  Date: 02/06/2024

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

• Initial Complaint

  Date:12/18/2023

  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 ordered a Pure Talk phone on August 31, 2023 for which I made a down payment of $40.. I had a problem and could not get it operating. I called and told them. I returned the phone within the allotted time. I never received a refund for sending this phone back. About five days after returning the FIRST phone, I received a SECOND phone! I called and told the service representative that I had received two phones. She said they didn't know anything about a second phone! I was puzzled, didn't know what to do, so set the phone, unopened, on a shelf. To my surprise, on November 6, Pure Talk took $315.21 from my checking account. I am 81 years old and on a limited income. I called Pure Talk again and told them that this must have been for the SECOND phone they sent, which I NEVER ORDERED TO BEGIN WITH. They opened a reimbursement ticket. I returned the second phone which I had never opened except to get an EIM number from the box as the customer service rep instructed me to do. On December 16, I called to make sure that they had received the second phone. The customer service representative told me that they had inspected it on December 15 and the phone was damaged because the *** tray was missing. I never opened the phone, so don't know how it could be missing. I have no use whatsoever for a *** card. I called again on December 18. ******* offered to return the phone to me. I told him I have no use for that phone. I am requesting a refund of $355. I will never recommend Pure Talk to anyone. My husband was a Navy veteran, and I'm sure that, if he were still alive, he would tell me to never do business with a veteran-owned company again. I've learned my *******

  

  Business Response

  Date: 12/28/2023

  
  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 have reviewed your account and see that the device you returned with IMEI ending **** was received damaged with the *** card tray missing. Unfortunately, the refund request has been denied, and the device is being returned to you. We have corresponded with our Warehouse and verified we did not receive a second device from you in August.
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21024476
  
  I am rejecting this response because:
  
  Then deduct the cost of a new sim tray (which I never did remove, by the way), and send my refund. I DO NOT WANT your phone.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/04/2024

  Dear *******************,
  
  Unfortunately, we cannot deduct the cost of the missing SIM tray from your refund. Per our return policy, devices must be returned in their original package with all original components. Devices returned to us damaged or missing parts will not receive a refund and will be shipped back to the customer. You may view our policy at **************************************************************
  
  Please contact our *************************** at ************ for further assistance.
  
  
  Kind regards, 
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** portal)

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21024476
  
  I am rejecting this response because:I did NOT open the package with the phone inside. Also, it was returned in the original package. There is no way I removed the *** tray. But don't worry about it. I'm making sure that everyone on X, Gab, MeWe and ******** knows what a wonderful company you are.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/17/2023

  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.

  PureTalk wireless service I have been a customer for approximately 1 year and I am very up set I can not get any assistance to help me with my services.I have been on the phone trying to reach any team member for approximately 4 hours currently this is in no way satisfactory I have also made several attempts to reach any one each attempt after hours of waiting for Help I had to hang up, I still need help and I am unable to reach any one. I plan to leave a complaint on ever sight I can find also leave daily complaints on every social media site I can, I will do everything I can to affect PureTalk sales as much as possible so maybe they will see customers matter. They take my money and disconnect my services if I do not pay but they have no consequences if they do not hold up there end of what they promised which was EXCELLENT CUSTOMER SERVICES I do not believe being put on hold for6 to 8 hours and still no Team member answers is acceptable my time is worth something. I am ******************* contact me at ************ if you can help me with my problem or if you have a problem like me we can join together to hold them accountable for not upholding there end of our agreement .

  

  Business Response

  Date: 12/20/2023

  Dear ****************,
  
  We're so sorry to hear about your experience with PureTalk. Please accept our sincere apologies for the wait time you encountered and if you received anything other than an optimal customer service experience,as this is our top priority.
  
  We have reviewed your account and see that you submitted a port-out request with your new carrier. Your line ending **** was released to your new carrier on 12/16/23. We will be happy to have a member of leadership contact you for further assistance.  Please provide the best contact number and time to reach you. You can contact our **************** at ************
  
  Kind regards,
  *************************
  Compliance Administrator | ******* Holdings
  *****************************
  ************.com | PureTalkUSA.com | *******.com
  Cc: Better Business Bureau (via BBB portal)

• Initial Complaint

  Date:12/10/2023

  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.

  In October 2023, PureTalk had a service outage in my area that left me unable to make or receive phone calls for four days, beginning on Oct. 21, 2023. In addition to the inconvenience of not having a phone for days on end, I also use my cell phone for my job, so I lost pay when I couldn't use my phone due to PureTalk's outage. Although PureTalk should have automatically credited customers' accounts who were impacted by the service outage, PureTalk did not do so. I emailed PureTalk several times to request that my account be credited for the service outage. PureTalk refused to do so and stated that I should call customer service. I called customer service and spent an hour on the phone (with a lot of time on hold). After keeping me on the phone for an hour, PureTalk told me that $3 is the most it would credit my account. ********************** refused to escalate my claim to a supervisor and refused to allow me to speak with a supervisor. PureTalk's conduct (initially refusing to apply a credit that was owed, then delaying almost two months before providing an inadequate remedy; causing me to lose job pay; and engaging in deceptive practices) violates Georgia's Fair Business Practices Act which "prohibits unfair and deceptive acts or practices" by companies. Additionally, PureTalk's conduct is illegal in ********, where this complaint originates, and violates the ******** Consumer Protection Act. PureTalk should credit my account the full month of October. If this issue cannot be resolved, I intend to file complaints and requests for investigation into PureTalk's unfair and deceptive business practices with **************** of the ******** ******** ********'s ****** of the ******** ******** the ************************* and any other applicable regulatory bodies.

  

  Business Response

  Date: 12/14/2023

  Dear Ms. ***,
  
  We're sorry you experienced a network outage and could not utilize your PureTalk service. Please accept our apologies for the inconvenience this caused and if you received anything other than an optimal customer service experience.
  
  We have applied a free month of service credit to your PureTalk account. 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 ******* for live chat.
  
  You may also contact our *************************** by dialing ************** for further assistance.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 12/14/2023

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

• Initial Complaint

  Date:11/27/2023

  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 have spent two days on the phone with customer service trying to purchase a plan and phone. I have to do it online due to using Affirm. However, there is an issue with the website and no one is able to resolve it. Once I go through Affirm it takes me back to Puretalk to check out. It says the total due today is $***** with the service due monthly at $78.19. However, there is a widget on the website that asks if I want to round my total to $***** and donate $.10 to *****************************. When I click "No, thanks", it STILL changes my total due from $***** to $1,272.90. When I click "No thanks" it should NOT be rounding my total up. I don't mind donating but I do not want my total due changed from ***** to *****. I REALLY want to sign up for PureTalk but it is shocking to me that no one has been able to resolve this issue. I was also told there was no way to report it to their web developer.

  

  Business Response

  Date: 12/14/2023

  Dear ******************,
  
  We're sorry you are experiencing issues with placing your order through our website. Please accept our apologies for the inconvenience this has caused.
  
  We have submitted ticket #******* to our IT department to take a further look into this issue. We will notify you once we receive an update. In the meantime, we recommend clearing your web browser's cache and cookies. If the same issue occurs, try using a different web browser.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** portal)

• Initial Complaint

  Date:11/09/2023

  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 October 5,2023 I ordered the iPhone 14+ to be delivered to my home. It was delivered October 10, 2023. When I went to activate the phone, it was in a locked mode so after four hours on the telephone with PureTalk **************** they suggested that we send the phone back to them and request a refund. I, FEDEXd The phone on October 11, 2023. The office in ********* ******* received the phone on October 13, 2023 at 8:56 AM. The front desk receptionist ******* signed for the phone. Over the past 3 weeks, I have made six unsuccessful phone calls trying to ask where my refund is. There is never any documentation on PureTalk **************** and I have to explain the whole situation every time. I have been told multiple times that they have contacted the warehouse and that it is in the process of being updated in their system to receive the refund. It has almost been a month since all of this began, and I am requesting that I receive my refund in full immediately. I spoke with representative Gardenia today 11/9/23 at 2pm. She said she would call me back with when I would be getting this refund, but I am waiting still waiting for a phone call back from her. I have been told this statement multiple times. She also said she sent this off to the **************** Attached is the ***** tracking confirmation showing PureTalk received the phone. I am requesting that I receive my refund in full immediately. ***** Tracking #: ************

  

  Business Response

  Date: 11/14/2023

  Dear ****************,
  
  We regret to hear about the device issues you experienced. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. We understand how valuable your time is, and we deeply regret that your experience with us did not reflect the high standards we strive for.
  
  We have reviewed your account and can confirm your refund was posted back to your payment card on 11/10/2023 for the amount of $887.03.Depending on your bank, you should expect the credit to appear on your billing statement within 5-7 business days.
  
  Should you have additional questions or concerns, our Customer Support Team is available at **********************************************  by email at ******************************** and by direct message on ********* Instagram, and ******* if you follow us.
  
  Thank you for bringing this matter to our attention and for your feedback, as our goal is always to provide a 5-star experience.
  
   Kind regards,
  
  *************************
  Compliance Administrator | ******* Holdings
  ****************************
  ************.com | PureTalkUSA.com | *******.com

  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:11/06/2023

  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.

  Nov 5th, 2023 went to my Puretalk online account and PAID MY BILL EARLY.Nov 6th, 2023 received both a text and an email alerting me there was an issue with my payment not going through.**************************************************************************************************************************I checked my bank account and the money had already been pulled so these 2 notifications were puzzling. I called in to cust service and the female rep I spoke to said it was a system error and the credits were not applied. Or something similar. ******************************************************************************************************************She stated she had to read me a statement that stated I give her authorization to make the payment of zero dollars. I refused. I am not going to give such and authorization to make a zero dollar payment. How utterly ridiculous! Can this be anymore stupid? SMH I automatically thought it was some kind of a scam. I requested to speak to a supervisor. ***************************************************************************************************************************She placed me on hold for about 10 mins and then she transferred me to the cue, NOT a supervisor. SMH. So much stupidity. A male rep answered and said he needed to verify me despite me already being verified with the other rep call so I hung up and called back only to be told by this third rep, "I cannot transfer you to a supervisor" and she also said "I can do whatever a supervisor can do. More stupidity so I hung up. **************************************************************************************************************************RESOLUTION: I want ONE FREE MONTH for all this stupidity and inconvenience AND I want this to be fixed so I do not have this issue again.

  

  Business Response

  Date: 11/08/2023

  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 have reviewed your account and see that the system error was corrected after a second attempt, and your payment was fully processed on 11/06/23. You may view your invoices through your account portal online at www.puretalk.com/account/login.After signing in, select the Billing tab and scroll to Transactions. We have applied a free month of service credit of $47.51 to your account for the inconvenience this has caused.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards, 
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20831225
  
  I am rejecting this response because: I have been told by 2 diff reps as recent as yesterday, Tues 11/7/23 via email that I would need to go back into my account and initiate a zero dollar payment. I am not going to do such a thing. A zero dollar payment? If this is a requirement to bring my account current then that is something that PT will need to handle on their end. Plz confirm this has been completed after which I will be more than happy to agree to close this case. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/08/2023

  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 have reviewed your account and see that the system error was corrected after a second attempt, and your payment was fully processed on 11/06/23. You may view your invoices through your account portal online at www.puretalk.com/account/login. After signing in, select the Billing tab and scroll to Transactions. We have applied a free month of service credit of $47.51 to your account for the inconvenience this has caused.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards, 
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 11/09/2023

   
  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,
  
  *********************************