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:08/20/2023

  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.

  I had PureTalk for less than a year. Within my time of being with them it started great, but the last few months my service declined I wasnt able to text or make phone calls frequently and had to keep fixing the vpn on multiple occasions. After speaking with someone in billing and customer service, they spoke to a supervisor who said I would be receiving a refund for everything I paid on the phone I bought through them. A total of over $300 They are now stating that I will not be receiving a refund and that a supervisor tried reaching out to me, but couldnt. I never received a call and was in the process of switching providers at the time.

  

  Business Response

  Date: 08/24/2023

  Dear Ms. ****,
  
  We're sorry to hear about your experience with PureTalk. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  We would appreciate an opportunity to look into this matter further. However, we could not locate an account with the information you provided. Please send the account holders name, complete address, and mobile phone number to *******************************. Please also include your BBB complaint ID number (shown above) in the email.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:08/06/2023

  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.

  PureTalks manager refuses to give people a refund after cancelling a plan due to the fact that the phone is broken and no longer works. The plan is no longer in affect so essentially they are stealing money. Its *****. The manager also has people paying for insurance but does not tell people that they have a large deductible and if the phone is broken or unable to be repaired, you are out of luck. Every person you talk to at PureTalk has a different answer everytime. I talked to four different ppl..2 said when you cancel, you can get a refund then another person said no our manager said there are no refunds. Well a phone is broken and cannot be repaired so why are we swindled and our money stolen. These guys are ************ blank. They dont disclose info at the beginning and if something happens to your phone,they make you pay them! CROOKS!

  

  Business Response

  Date: 08/09/2023

  
  Dear ******************,
  
  We're sorry 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.
  
   Per our Money Back Guarantee, customers have until their next bill date, or 500 minutes or 500 MB of data usage (whichever comes first), to contact customer service to request a refund. After your Money Back Guarantee trial period ends, no refunds will be issued for any portion of the unused monthly service plan. You may view our refund policy at *************************************************.
  
  Please accept our apologies for any miscommunication regarding our device protection plans. For new devices, the deductible per claim will range from $49-$149. For Bring Your Own Devices, the deductible will be $129. You may view your protection plan or file a claim through your account portal online at www.puretalk.com/account/login.After signing in, select the Plan tab and choose Allstate. 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 ********* ********************* for live chat. You may also contact our *************************** by dialing ************** for further assistance.
  
  Kind regards,
  *************************
  Compliance Administrator | ******* Holdings
  *****************************
  ************.com | PureTalkUSA.com | *******.com
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:08/01/2023

  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 bought a new ******* Galaxy phone from Puretalk on July 7, 2023. They charged us $10 for Express Delivery but we did not receive the phone for five days. The phone was supposed to be new but did not hold a charge and eventually stopped working all together. We spent almost two hours on the phone with their **************** and ********************** Finally, the agent told us the phone only had a 14 day warranty, which was eight days ago, so we would need to contact *******, even though we bought the phone from them. The last representatives attitude was So sad, too bad. One of the representatives, named **** worked on getting the phone working for over an hour, to no avail. But he was very courteous. The other 2-3 representatives were no help at all, a complete waste if time. The first person we spoke with for about 20 minutes wrote down the phone number I was calling from in case we got disconnected, which we did, and then never called us back.

  

  Business Response

  Date: 08/02/2023

  Dear Mr. and ********************,
  
  We truly apologize for the experience youve both had with PureTalk and for the inconvenience caused.
  
  After reviewing your order, we confirm it was shipped with two-day delivery. Orders are typically processed within 1-2 business days, then shipped with the method chosen during checkout. Regarding the ******* Galaxy A03s, it was ordered as a new device. We have a ****** device return policy, which begins on the delivery date. Due to the order being delivered on 07/12/2023, the device is no longer eligible for return. Our complete device return policy can be found online at ******************************************************************, each device purchased from PureTalk includes a one-year manufacturers warranty. As the device is not functioning correctly, we recommend contacting ******* directly for available repair or replacement options using the link below.
  
  Again, we sincerely apologize for the poor experience youve had with PureTalk. If you have any questions or require further assistance, contact our *************************** at **************. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  **********************************************************
  
  
  Regards, 
  PureTalk Customer Service
  
  ************************* (via ******************** Portal)

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PureTalk billed me $849.00 dollars for an iphone 14pro. The entire amount was paid by NFCU Mastercard on 1/19/23 and is reflected on bank statements. They claim I still owe the full amount.

  

  Business Response

  Date: 08/01/2023

  Dear ******************,
  
  PureTalk sincerely apologizes for the experience youve had with PureTalk thus far and for any inconvenience caused.
  
  After reviewing your account, we can confirm the device subsidy and finance balances have been paid in full. No additional balance is due for the iPhone 14 Pro. A support ticket was opened on 07/28/2023 to have your account removed from collections. Please allow additional time for this request to process.
  
  Should you have any questions or require further assistance, contact our *************************** at **************. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:07/26/2023

  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.

  Tried upgrading our phones after our two-year contract was completed. I went to the replacement tab and tried to order new phones (I'm aware we cannot have the same promotion as a new customer.) However, I keep getting the "promotional discounts are applied to qualifying plans and new customers only." I didn't choose any options other than adding the insurance and choosing 'no' for a trade-in. I'm not sure where to go from there. I called the support number but the lady (although very sweet and friendly) couldn't help except give me the same instructions I'd already done. I need help getting new phones! I would like to stay with PureTalk but will have to look elsewhere if this cannot be resolved.

  

  Business Response

  Date: 07/27/2023

  Dear ************,
  
  We're sorry to hear that you're experiencing issues with placing your device order. Please accept our sincere apologies for any inconvenience this has caused. We're committed to resolving this issue and will be happy to have an agent reach out to complete your order.
  
  Please provide the best contact number and time to reach you.We will be eagerly waiting for your reply.
  You may reach us via phone at **************,email at *********************************** or via social media sites on ********* Instagram, or ******* for live chat
  
  
  Regards,
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:07/25/2023

  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.

  In June of 2023 I contacted PureTalk about switching my telephone carrier. I purchased an I phone 12 mini from the company and was told it was a used phone but was still new. When I received it I called PureTalk and asked where the charging system was and I was told it only came with a cord and that the representative that sold me the phone should have told me this. I had to order a charter for it before I could connect the service this in turn cut into the 14 day warranty they have. Need less to say by the 2nd week of finally getting connected with them the phone kept dying and would not keep a charge. They told me to contact the insurance department and when I did they said to call Apple, I did that and they told me the phone was 264 days out of warranty and I needed to get rid of it. Imagine my surprise when I was told to wipe the phone clean and start over by the insurance company. After contacting PureTalk again all they could say was the ********************************************************************************************************************************************* I would like my $560.00 refunded as I do not through money like this away and I feel like that I drove down the road and rolled my window down and through the money out of it.

  

  Business Response

  Date: 07/27/2023

  Dear ********************,
  
  We truly apologize for the experience youve had with PureTalk and for the inconvenience it has caused.
  
  Due to the device issues, we have submitted a refund request for the iPhone 12 Mini. A return label will be emailed shortly, along with instructions to erase your personal data from the device. Once we receive the device, it will be inspected by our Warehouse team. After this is completed, your order refund will process and will post to your original payment method within **** business days.
  
  If you have any questions or require further assistance, contact our *************************** at
  ************. Thank you,********************, for your feedback, which always helps us improve the PureTalk experience.
  
  
  Kind Regards, 
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:07/13/2023

  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.

  7/3/2023 ordered cellphone that is not user friendly for my use so called ********************** with no resolution. attempted to solve this issue with no result. they promised a return label in my e-mail since yesterday and waited until the following day then called to say that nothing was sent. waited a couple hours with no result so here i am hopefully to get some closure. thank you. lil ****

  

  Business Response

  Date: 07/14/2023

  Dear ************,
  
  We regret to hear youre unhappy with the Schok Flip Classic device.
  
   After reviewing your account, we confirm a return shipping label was emailed to you on 07/13/2023. If you have not received the email in your Inbox, please check the Spam or Junk folder in case it was filtered out.
  
  If you have any questions or require further assistance, contact our *************************** at **************. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:07/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  signed up for a promotion for a phone/plan did not like the phone and it was past the 14 day window for return. I was told that to upgrade I had to pay the phone off and I did. Then I signed up to get a phone I liked and was denied. The company refused to make any accomodation or have a supervisor talk with me. I don't think pure talk is acting in good faith as a veteran owend company that they claim in all of their ads. Bait and don't care should be their next ad.

  

  Business Response

  Date: 07/10/2023

  Dear ****************,
  
  We apologize for the experience youve had with PureTalk thus far and for any inconvenience caused.
  
  At this time, were unable to guarantee in-house financing approval. However, we also offer device financing through Affirm. A new device may be purchased online at www.puretalkusa.com  and by logging into your Account Portal. Once you have logged in, select the Replacements tab and your phone number from the drop-down menu, then follow the prompts to complete your purchase.
  
  If you have any further questions or require further assistance, you may contact our **************************** Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  Cc: **********************  (via BBB Portal)

• Initial Complaint

  Date:07/06/2023

  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.

  Misleading/False Advertisement. I switched 2 lines from ******* in December 2021, the ad on the radio promises a 5G or 4G network when a Wi-Fi network is not available, use same phone, and have same service, no contract. First, I had to purchase new phones as I could not use my old phones. Second, Pure talk uses different technology than ******* as it uses the old **** towers (not disclosed), therefore I had no 4G or 5G but instead a VERY slow LTE, not 4G as promised. Third, not the same service. When calling customer service the hold time before a rep answered approaches 1 hour, not the few seconds or minutes that I had from *******. Fourth, 85 of the areas I go in ******* I have no service at all where I previously had service from *******. I reluctantly switched back to ******* requiring the purchase of new phones yet once again as Pure talk phones do not work on *******. I called Pure Talk customer service to inform I was cancelling and needed the information to port my numbers. I was given the porting PIN and account number. I went to port my numbers and after 2 hours find out that Pure Talk HAD NOT released my 2 numbers for porting. So I called a second time and again told I was terminating my service and verified the port PIN. I again went to port and they STILL WERE NOT released. Third Call 3 hours got 1 line ported but they did not port the 2nd line, even after I was told it was ported it was not. I understand I need to finish paying for the old phones I purchased, but was told there was an early termination fee. There should not be an early termination fee for a month to month no contract service. I have spent almost 8 hours now in total and the 2nd number is STILL NOT ported.

  

  Business Response

  Date: 07/07/2023

  Dear ********************,
  
  We're sorry 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 operate off AT&Ts GSM 4G LTE and 5G network and utilize their towers. To connect to the 5G network, your device must be 5G capable, and 5G coverage must be available in your area. We have reviewed your account and confirmed your lines ending **** and **** have been released to your new carrier. We do not charge early termination fees. However,per your conditional sale and financing agreement, if you cancel service before the end of the agreement, you will be required to pay the remaining balances in full.
  
  You will need to contact our *************************** at ************ to pay the remaining financing balance and subsidy for your devices.
  
  Regards,
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20280605
  
  I am rejecting this response because:

  ******* told me I need to pay both the remainder of my cellphone purchase (I agree) but also an additional charge.  Furthermore, ******* refused to release porting until the financial balance was resolved.  This is in direct violation of federal WLNP laws and completely illegal per the FCC.  Furthermore, WLNP laws require porting to be completed the same day if request is made prior to (1p.m. ?).  In my case porting was not allowed for nearly a week in clear violation of federal law.  Because Pure Talk refused to port my numbers in the time prescribed by law, I had to pay for a service that I could not use for almost an entire week.  Pure Talk should reimburse me this fee charged by *******, as I could not use the service I was paying for due to Pure Talk violation of federal law. Also, If indeed I was charged above and beyond the cellphone payoff that is not acceptable.  I agree that the payoff of the cellphone is my responsibility.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/12/2023

  Dear ********************,
  
  We have reviewed your account and can confirm your lines ending **** and **** were released to your new carrier on 07/06/23.
  
  PureTalk cannot reimburse you for any unused service with your new carrier. Please accept our apologies for this inconvenience. Per your conditional sale agreement, you will need to pay the remaining financing and subsidy balance for your devices, as you canceled service before the 24-month agreement. A copy of the agreement is attached.
  
  Please contact our *************************** at ************ to pay these balances.
  
  Regards,
  PureTalk Customer Service
  
  Cc: ********************** Sales Agreement
  

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20280605
  
  I am rejecting this response because: The lines **** and **** were not released to my new carrier on 07/06/23 as you stated.  On 6/29 I requested porting of my lines and received the porting *** from PT .  On 6/30 I was informed by my new carrier that PT had refused to port my lines even with the *** that PT provided on 6/29.  On 7/6 PT ported only one of the two line requested.  Not until 7/8 was the second line ported.  FCC Federal Porting Law FCC rules require porting to be processed in one day.  10 days from 6/28 to 7/8 is not one day. it is a week and a half.  PT intentionally violated federal law in the amount of time it took to port my lines.  Furthermore due to PT violation of said law, PT is liable for my having a line that was not usable.  Also PT seems to want me to pay via phone without an invoice/bill.  Again, this is in violation of federal laws.  PT has yet to mail me or email me a closing statement in regards to payment.  Furthermore, PT was in breach of contract as I was promised 5G or 4G if 5G was not available.  Instead, I received LTE service with only 1 or 2 bars.  LTE is between 3G and 4G, close to dial-up service.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/24/2023

  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 June 7, 2023, I contacted PureTalk after hearing multiple commercials through ******** and Hannity. I hoped for four phones for my children and only contacted them because of the price offered. I was told the $55 plan was at $30/mo for those that qualified. I was told that I did not qualify due to my credit but that if I bought all four of the phones outright for cash that I would then qualify for the $30/mo plan. It is now June 23rd and I keep having problems with the phones maintaining internet and having space for basic pictures. I contacted PureTalk today at 9:30P and was told that I was talking to *******. I was talking to her for nearly ********************************************************************************** on the phone for not qualifying for the $30/mo program with my credit. She would not give me her name - I had to call back and ask someone else. And then she hung up on me. I called back and talked to *****. She gave me the previous person's name I had talked to but would give no employee number or anything else to identify who ******* was. When I asked ***** for the corporate phone number - she told me she wasn't sure they had one, she would have to check, and then she hung up on me also. I am a military veteran who trusted the channel ********, the sponsor *********************** and the company PureTalk. This company only takes advantage of veterans, does not help them. They use bait and switch tactics and refuse to have integrity to fix their issues or give access to a supervisor. I want a full refund of all money paid for the four phones and any charges that have been charged for monthly service up to this point. I also want contact from corporate headquarters. I had great expectations and am disappointed that companies like this exist to take advantage of anyone, much less older people and veterans. For shame PureTalk.

  

  Business Response

  Date: 06/27/2023

  
  
  Dear **********************,
  
  We're sorry 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 do not offer the $55 Unlimited Talk, Text & Data + 15GB Hotspot plan for $30 for qualifying customers. 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 will also need to select and stay on the $30 Unlimited Talk & Text +6GB Data or higher plan for the entirety of the 30-month conditional sales agreement.
  
  Unfortunately, you do not qualify for a device refund as you are outside our 14-day return policy. You may view our return policy at ****************************************************. You have used over 500MB of mobile data on all four lines and do not qualify for our Money Back Guarantee for your service plans. For more information, you may visit *************************************************.  
  
  We will be happy to have a member of leadership contact you for further assistance regarding this matter. Please provide us with the best contact number and time to reach you. You can reach our *************************** at ************. You can also reach us at ********************************** and on our social media sites Facebook,Instagram, and Twitter.
  
  
  Kind Regards,
  
  PureTalk Customer Service
  
  
  Cc: ********************** (Via ******************** Portal)