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:11/04/2023

  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.

  We went on to pure talk mid October and we signed up for a sim chip of $29.00 and to start the service.We got the sim chip and would not work. Pure Talk should had disclaimer on it before you port over please make sure the phone is unlocked from the prior carrier. They issued us a refund but they said they were going to stop the refund never happened. When we tried to get service with another line we had to buy another sim chip and when that came they got rid of our phone number when the first refund went through. No one knows what they are doing there. We get passed off from person to person ,low staff long wait times. Not happy at all. Had to get a new number from Consumer celluar to get my phone working.

  

  Business Response

  Date: 11/07/2023

  
  Dear ********************,
  
  We're sorry to hear about your experience with PureTalk. Please accept our sincere apologies that you were not previously notified that your device must be unlocked and for the inconvenience this has caused.
  
  To port a number to a new carrier, your service must remain active until the port request is complete. Submitting a refund request will automatically cancel your service and possibly loss of phone number. Our ****************** has verified that your number is still available in our system. However, it will be fully canceled soon. If you wish to port your number, please contact your new carrier as soon as possible to submit a port request. Then call our ****************** at ************ to manually release your number. Please be sure that the new carrier submits your correct account information, including address and PIN.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:10/30/2023

  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.

  Phone was received and unusable and returned to the seller requesting a refund. Pure Talk avoided the request and stated they were returning thephone to me to be activated. I jhave yet to receive it .

  

  Business Response

  Date: 11/06/2023

  Dear *****************,
  
  We regret to hear about the device issues you experienced.Please accept our apologies for the inconvenience caused. We attempted to process your device refund. However, the device is locked with a security passcode.
  
  To continue the refund process and as stated in our Device Return policy, ****************************************************, the device must be returned to PureTalk with all security features disabled. Per ***** tracking number ************, the OnePlus Nord N200 was delivered on Thursday,November 2, 2023.
  
  If 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,
  
   PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:10/26/2023

  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 cancelled my service with Pure Talk and they refused to refund the money they confiscated from my bank account when I cancelled my account on the day they began the next month of service.More simply, Pure Talk Wireless charged me for a month of service which they did not provide, and refused to refund my money.Total **************** Don't do business with these criminals!

  

  Business Response

  Date: 11/06/2023

  Dear ************,
  
  We regret to hear about the experience you've had with PureTalk. Our goal is to always provide premium wireless service at the very best price and an optimal customer service experience.
  
  You initiated the port out process on October 17, 2023, but your request was denied because the other carrier submitted the wrong account number three times. Because your account was still active with PureTalk at the start of your billing cycle, which is the 21st of every month,and you were enrolled in auto-pay, your monthly bill was charged on October 21,2023, before you called our *************************** to continue with the port-out process. You asked for a refund on that call and were informed we do not issue refunds once you are billed.
  
  As stated in our Terms and Conditions, ********************************************, unused services are not eligible for a refund after the money-back guarantee period has ended. However, because you called within a few hours of being charged your monthly bill, we made a one-time exception. Your refund of $100.82 was processed on October 30, 2023. Please allow 5-7 business days for the funds to post to your original payment method, as your financial institution may have a separate processing time frame.
  
  Thank you for being a PureTalk customer! If your new carrier does not meet your wireless needs, we hope you'll consider returning to PureTalk! If 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,
  
   PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 11/06/2023

   
  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:10/17/2023

  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.

  I logged into my account, selected replacements, selected my phone number, and I get a selection of phones; however, it's a bait and switch. They actually want $299 for the phone... They'll offer you a $50 discount? but NO WHERE does it tell a customer this is the case. it says, "YOUR PRICE $50.00, not "Your Discount $50.00" I added the screen shot of the phone. I called customer service, they cannot or will not answer why the bait and switch, and they will not connect you with someone who has the authority to do something about it. Is there an attorney out there who can explain why they can get away with this?

  

  Business Response

  Date: 10/19/2023

  Dear ******************,
  
  On our website at *************************************************************, the devices will have the monthly price with financing, the discounted price with our up to $250 Instant Phone Discount, and the retail price. To receive the device discount, you must activate a new line of service, port your current phone number, remain on AutoPay, and service must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text with 10GB Data +5GB Hotspot or higher plan for the 30-month conditional sales agreement.
  
  Current PureTalk customers may order a new device through their account portal online at www.puretalk.com/account/login.Unfortunately, the Instant Phone Discount cannot be applied to upgraded devices.
  
  Please accept our apologies if the terms of the discount were unclear and for any inconvenience this has caused. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Service
  ************************* (via ******************** Portal)

• Initial Complaint

  Date:10/05/2023

  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.

  When I signed up for mobile (cell) service with Pure Talk, the customer service representative told me the plan would include UNLIMITED data. I have since learned that this is NOT true--that there is a data cap and once the cap is met, virtually no internet service is provided. I have called Pure Talk and spoken with at least 4 of their representatives. Since the company lied about providing unlimited data, I should be released from my contract, without penalty. I requested same, and my request was denied.

  

  Business Response

  Date: 10/12/2023

  Dear ************, 
  
  Please accept our apologies for any miscommunication regarding our unlimited data plans. Our unlimited data plans include 60GB of high-speed data.
  
  Once you reach your allotted high-speed data, the speed throttles to 256 KBPS. The terms of our plans can be seen on our website at *************************************************. We have applied a one-month free credit of $58.92 to your PureTalk account for the inconvenience this has caused you.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards, 
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20699941
  
  I am rejecting this response because:

  This is not an acceptable solution to this problem.  I want OUT OF MY CONTRACT--WITH NO PENALTIES!  Pure Talk has LIED to me (and countless other customers) about the service it was supposed to provide.  I cannot access the internet, and the internet is ESSENTIAL!  Without internet access, I cannot pay my rent, I can't request maintenance for my apartment, I can't review or respond to email.  Pure Talk's lack of ethics should not be rewarded or swept under the carpet--their deceit to gain customers is disgusting.  My next step is to contact my senate and house representatives regarding Pure Talk's ability to do business in the ******************* (which I think should be discontinued).  
  

  Sincerely,
  
  Crystal Hill

  

  Business Response

  Date: 10/19/2023

  Dear ************,
  
  We've reviewed your account and confirm the high-speed data balance was restored as of 10/14/2023. If you want to cancel your account, you may do so anytime. We kindly request that the remaining device discount be repaid. Currently, the subsidy balance due upon cancellation would be $22.74. To pay this amount, please contact our **************** team at **************. Once the subsidy balance is collected, your conditional sales agreement will be completed. 
  
  If 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 your feedback, which always helps us improve the PureTalk experience.
  
   Kind regards, 
  
  
   PureTalk Customer Support
  
  
  Cc: ******************************************** Portal)
  

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20699941
  
  I am rejecting this response because:

  Really?  You offered to reimburse me for one month of my plan and now you want to charge me $20 to pay off the phone?!?  How imbecilic is that?!?  Just apply the one month credit.  What an awful company you work for.  

  Crystal Hill

• Initial Complaint

  Date:10/02/2023

  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.

  **************** is terrible. While holding the line for 20 minutes, only to be disconnected & the cycle would start over again. My phone was locked for some reason so I ordered a SIM card. Why the first order was supposedly sent to the wrong address is beyond me. It was only when we called again to check on delivery we found this out. Ive been waiting to resolve this issue for about 10 days. Im waiting for a reply from Pure Talk stating how sorry they are for any inconvenience. Its sad all around.

  

  Business Response

  Date: 10/04/2023

  Dear ********************,
  
  We're sorry to hear about your experience with PureTalk thus far. Please accept our sincere apologies for the wait time you encountered and if you received anything other than an optimal customer service experience.
  
  We have reviewed your account and see that your replacement SIM card will be delivered on 10/04/23 before 8 PM. Once you receive the **** you may contact **************** at ************** or our Contact Form at ****************************************************** we can swap your service to the new SIM. Then, you will power off your device, insert the new **** and test the service.
  
  Kind regards,
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** portal)

• Initial Complaint

  Date:09/12/2023

  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.

  I had heard about PureTalks services many times, but was never interested as they only offered limited data plans and while unlimited text and calling may have been a mobility in 2007, this day and age its an expected. My need are data, I work with farmers in remote areas and use several different apps compile information and connect to customers and I use a lot of data.When I heard PureTalk advertised and now with unlimited data I jumped at it. The transition from my former wireless provider to PureTalk was clunky and time consuming but these processes usually are. I embed in passing the customer service rep from **** saying youll be back. Which struck me as odd if not only the rude comment of a spurned business, but he was right. The service didnt work for hours when first activated. I mean total darkness, I had to use a friends phone to just call the help line to get it fixed. Later on service would cut in and out randomly, with SOS calling only randomly engaging and then returning to normal. Finally all apps, internet, everything was dead. When I called customer service I was told that I had over used my unlimited data. What? Thats not even a reasonable statement. When I asked how to remedy the service they said its impossible, and then add sir you are breaking up pretty bad can you call from a different line. Speechless this is their service, and its so low quality, unreliable and falsely promoted/advertised I was finished. I canceled the plan and am now back with **** where at least they dont complain about me using too much data on their unlimited plan.

  

  Business Response

  Date: 09/14/2023

  Dear ********************,
  
  We're sorry to hear about your experience with PureTalk and that you had unreliable coverage. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  Our unlimited data plans include 60GB of high-speed data. Once you reach your allotted high-speed data, the speed throttles to 256 kbps low-speed data. The terms of the data allotment can be seen on our Plans page at *************************************************.
  
  We sincerely apologize if you were not previously informed of the terms. 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
  
  Cc:Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:09/08/2023

  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.

  I signed up for PureTalk after seeing that they were an ******** business with ******** values. Boy, was I wrong. I was previously with Boost who is a horrible and nasty company that has no ***************** I guess it's the same here. Prior to my next bill coming out, I changed my method of payment from my bank account to a credit card. Once done, all you get to see is a nickname of the account, not the last 4 like every other business. So, since I saw the nickname was right, I assumed it was done, cause you can't get to adding a nickname without adding your card first. Needless to say, it didn't change. My bank card was still there, which caused an overdraw and overdraw fee. I called **************** and the ladies response was that they couldn't help, accidents happen, and that, "its **********". Well PureTalk must be paying good for CS to say, it's **********. Cause here in ** where I live, that's gas money or food for me that I'm out of cause of PureTalks "accident". When I said I'm contacting the BBB, she said, "they can't help me". So here I am at the BBB. The nickname on their website I put in is *** for ************ not my bank account.

  

  Business Response

  Date: 09/13/2023

  Dear ********************,
  
  This is definitely not the experience wed hope you have, as we strive to provide an optimal customer service experience.Please accept our sincere apologies for the inconvenience this has caused you.
  
  We have reviewed your account and see that a credit of $58.27 for a free month of service has been applied to your account due to your experience. You may contact **************** at ************ to update your payment card on file, or you may log into your account portal online at www.puretalk.com/account/login.
  .
  
  Kind regards,
  PureTalk
  

• Initial Complaint

  Date:08/24/2023

  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.

  I had horrible service. Couldnt take it anymore. Dropped calls. No reception. Dead areas. No international. Internet terrible unless attached to wifi. Finally cancelled the day before my new month. I still owed 2 months on my phone. I still had the months charge taken out of my account. I called and Pure talk said no problem I will issue a ticket to refund and recharge. About the same amounts. Then I got another bill. I called again. They said too bad. You owe. The port took a couple of hours to switch to new provider. I told them to have a supervisor call me. They never called, never wrote an e mail or snail mail. Now my phone is reported stolen and I am in collections. They dont care. They lie. They want money for a service I never received

  

  Business Response

  Date: 08/31/2023

  Dear ********************,
  
  We truly apologize for your experience with PureTalk, which is not the experience wed like you to have. Your automatic payment was processed before your number transfer was completed. However, we want to make things right. 
  
  We cannot transfer the payment to the collection agency toward your device balance of $69.12;therefore, we refunded your June payment of $68.55 to your original payment method. Please allow 5-7 business days for the refund to post. Please contact the collections agency, ***********************, at ************** to pay the remaining balance of your iPhone 12 which will remove the blacklisted status. 
  
  If you have additional questions or concerns, our Customer Support Team is available at **********************************************, by email at ******************************** and by direct message on ********* ********************* if you follow us.
  
  Thank you for your feedback, which always helps us improve the PureTalk experience.
  
   Regards, 
   PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:08/23/2023

  Type:Sales and Advertising 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.

  It's currently 8 pm, I have been on and off the phone while also emailing this company since 8 am for several failed attempts to fix my esim card. This is completely unacceptable for a phone service company. It's been going on three days now that my phone hasn't worked and their support team can't seem to do a f****** thing about it.

  

  Business Response

  Date: 08/25/2023

  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 a system error occurred, and a trouble ticket was submitted to our IT department on 08/23/23. The issue was resolved that evening, and your eSIM was active. We have confirmed that your number has been released to your new carrier on 08/24/23, and your PureTalk service has been canceled.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** ( via ********************  Portal)
  
  
  
  

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20514580
  
  I am rejecting this response because: I want to be refunded to the remainder of the month. I am not using all of my service and I want a refund.

  If you refuse I will take it up with my card company!

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

  

  Business Response

  Date: 08/31/2023

  Dear ******************,
  
  ************* has received the rebuttal complaint to our response.
  
  We have refunded the monthly service payment submitted on 08/02/23 for $57.88. Please allow 3-5 business days for the refund to be posted on your bank or credit card statement.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards, 
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 08/31/2023

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