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:06/12/2023

  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.

  06/12/2023 Misleading Advertisement.Quote" Do you offer free voicemail, caller ID, call forwarding, etc.?Yes! All plans include voicemail, caller ID, call forwarding, conferencing, and call waiting." End Quote Was Informed today that PureTalk as a Reseller of **** cannot correct any CallerID errors.I am now held to a contract for services made under false information.

  

  Business Response

  Date: 06/14/2023

  Dear ******************,
  
  We apologize for the experience youve had with PureTalk thus far and for any inconvenience caused.
  
  The Caller ID display should reflect WIRELESS CALLER and your mobile number. If the incorrect Caller ID value is reflected, please power cycle your device at least once a day, and according to AT&T database updates, the Caller ID should update within two weeks. We're working on adding new services that make it easier to be a PureTalk customer; however, we cannot alter the caller ID display at this time.
  
  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
  

• Initial Complaint

  Date:06/09/2023

  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.

  1. Pure Talk told us (my wife and I)that we could call the ************** and ******* from *******. This was a lie. We were charged $10 every month for a service that we never had!2. They also told us that we could call the *** from *******. This was also a lie. 3. We could not access our email accounts because the codes sent as text messages for 2 factor authentication did not get to our phones. Pure Talk told us to turn off 2 level authentication thus compromising our Internet security and privacy. 4. Pure Talk did not give us the option of visual voicemail. 5. Pure Talk deleted our voicemails though they were set up as not to be deleted except manually by choice. 6. Our cellphones would not ring when we are called even though the ringer is on. 7. The speaker would turn itself on during calls without being turned on and at maximum volume. 8. I had subscribed for Mobile Hot ********************* for 6 months but had service for only one evening. 9. PureTalk held on to our cellphone numbers and refused to let us port to another provider by denying access to our current provider. None of these issues were resolved by Pure Talk. They charged us for services that we could not use, did not resolve the issues, compromised our Internet Security and when we finally switched to another provider, charged us for all of June 2023, even though we cancelled the service on Jun 5, 2023. Pure Talk, really? Lies, no ethics and deception. My advice to other customers and potential customers is this - switch to another provider!

  

  Business Response

  Date: 07/12/2023

  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.
  
  We offer international calling within the US. Customers must purchase a $10 international calling PIN through our *************************** to make international calls. We have reviewed your account and see that your short code issue for 2-step authentication was resolved on 05/03/23.We attempted to contact you on 05/05/23 and 05/06/23 to confirm the issue was corrected. However, we were unable to reach you. We offer international roaming services for ****** and ****** only. We do not provide service in *******. We apologize for any miscommunication regarding international service.
  
  PureTalk does offer visual voicemail and hotspot, however, we can only guarantee these features will work with iPhone 6S and above. We cannot guarantee they will function for all Android devices. We have submitted ticket ******* to request a refund for your last bill payment on 06/01/23.
  
   If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind Regards,
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:06/03/2023

  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 was planning on keeping my service with mint mobile up until the day my bills due and I realized how much my bill was going to be and started frantically looking elsewhere. Being a devoted watcher of Officer ************ took his advice and decided to try pure talk. I placed my order early on the 26th of May told it would be delivered via 2dayFedEx. If they could have just sent it that day it would have saved me a lot of trouble but nope I ended up receiving my card finally on June 1st. I started my port transfer of my phone number and thank God a few hours later it worked so I followed all the steps to get my service up and running and a few hours later I could send text messages, access the web, and use my apps. But I could not make phone calls. So I called customer service and talked to IT for at least 4 hours trying to figure out what the problem was thankfully and by some miracle I had another unlocked phone with me so I switched the *** card into that phone and we went through another series of steps to figure out that it was a faulty *** card and not my phone and that he would be sending me another ***. After waiting so long for the first one I was not happy I asked to speak to his supervisor so that I could get it arranged to be sent overnight I did not speak to the supervisor, however he assured me that it would be sent overnight. I got an email on the the next day June 2nd saying it was in route and should be here by the 6th of June. So they lied to me about being overnighted and here I am another week without a phone or without service. I emailed them to let them know what was going on and that it wasn't very professional and got a response saying "sorry make sure you call us next time you try to activate your sim card" like it was my fault the first *** card wasn't working. I went a week with no phone or service waiting on the first faulty *** card and now I have to do it again. I need my phone it's scary to drive or leave the house without a phone.

  

  Business Response

  Date: 06/07/2023

  Dear ******************,
  
  We truly apologize for your experience with PureTalk thus far, as this is certainly not the experience wed like you to have.
  
  Weve reviewed your account and see that the first *** card ordered on 05/26/2023 was delivered on 06/01/2023. Due to the holiday weekend, the *** was shipped on 05/30. Please accept our apologies for the shipping miscommunication. Regarding the replacement *** card, it has been sent and is scheduled to be delivered on 06/06. Once the *** card is received, it may be activated by emailing ** using our Contact Form at ***************************************************;  or calling ** at **************.
  
  To make things right,weve added a free month of service to your account. The bill credit of $22.30 will apply to your next billing date on 07/01/2023.
  
  Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  Cc: **********************  (via BBB Portal)
  

• Initial Complaint

  Date:05/15/2023

  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 switched 3 lines over to pure talk for a larger carrier in February of 2023. Since the port one of the phone numbers has never been able to access data. Which means no group text, pictures , internet and most importantly maps. Which is a safety concern traveling constantly to rural areas. I have talked to tech support and customer supports several times and they have not been able to fix the issue. We have determined that is not the phone since I can transfer the sim from one of the working numbers to phone in question and it works fine. We have determined that pure talked messed something up in the port and on more than 1 occasion they have said that the was no vin attached to the number when ported. However they refuse to escalate the issue and come up with some type resolution. I continue to pay for services I am not receiving and get the same trouble shooting process every time I call. To date I have spent over 8 hours trying to get the line fixed. Pure Talk has the worst escalation process and customer service I have ever experienced.

  

  Business Response

  Date: 05/23/2023

  Dear **************************,
  
  We regret to hear about your experience with PureTalk thus far. We truly apologize for the inconvenience caused.
  
  After reviewing your account, we can confirm the phone number ending in **** was ported to PureTalk properly. Since the *** card has been replaced, is the data issue still occurring? We're happy to have a Technical Support team member contact you directly for additional troubleshooting steps. Please provide a contact phone number and a good day and time to reach you. We're awaiting your reply.
  
  Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20061861
  
  I am rejecting this response because: The issue has remained the same since the new Sim card. Before the new Sim card I went through the troubleshooting process with tech support more times than I can count. Since the replacement I have gone through it 3 times and they opened an additional ticket to have an advance tech call me. His conclusion was the same. It's something on puretalks side. If I take a Sim card out of one of the working phones and put it in the phone that is having issues it works fine and vice versa. So clearly the problem travels with the Sim and has nothing to do with the phone. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/24/2023

   Dear **************************,
  
  We have reset the service package for your line ending ****. Please power off the device, remove the *** card for 2 minutes,reinsert the ***, power it on, and test your mobile data service. Please let ** know if the issue continues.
  
  You may reach our **************************** at ************ or provide the best contact phone number and a good day and time to reach you, and we will be happy to have a technical expert contact you.
  
  Kind regards,
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:05/04/2023

  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.

  This company promises a 5G or 4G network when a Wi-Fi network is not available. After four months of communication back and forth with Pure Talk, a 5G (or 4G) network was never provided when there was no Wi-Fi. I reluctantly cancelled my account and asked for a partial refund the next day. Their response was "no refund because my account was cancelled". Pure Talk failed in its duty to provide the type of coverage they had promised and failed to provide even a partial refund due to non-delivery.

  

  Business Response

  Date: 05/23/2023

  Dear ******************,
  
  We're disappointed to hear about your experience with PureTalk, which is undoubtedly different from the experience wed like you to have. Please accept our apologies if you have received anything other than optimal customer service, as this is our top priority.
  
  Weve processed a refund for $79.15, which is equal to the last three monthly payments made to PureTalk.Please allow 5-7 business days for the refund to post to your statement, as the bank may have a different processing timeframe.
  
  Thank you for your feedback, which always helps ** improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  
  Cc: **********************  (via BBB Portal)

• Initial Complaint

  Date:05/01/2023

  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.

  On March 22, 2022 I added my husband's cell phone line to my PureTalk account (Account # ***************. At that time, I also purchased a new iPhone SE 3rd Gen for my husband. I added Device Protection coverage to his new phone. On April 7, 2022, I logged into my PureTalk online account and noticed that the device protection was showing up under my phone number instead of my husband's. I called PureTalk and informed them that they had put the coverage on the wrong phone number. They said they would cancel the coverage under my phone number and put it on my husband's. I thought everything was okay. The PureTalk website now showed the coverage under my husband's phone number. I continued making the $8/mo payment. In November of 2022, my husband's phone froze up and would not turn on. I logged into my PureTalk account and attempted to file a claim on his phone. The coverage was through Allstate by Square Trade. Once I logged into the Allstate website, I was informed that I did not have coverage on his phone. Allstate only showed the cancelled coverage under my number. I have made several phone calls to PureTalk and they are unable to help me. They keep telling me to contact Allstate. When I contact Allstate, they keep telling me there is no coverage on my husband's phone. They tell me I need to contact PureTalk because they need to set things up on their end. I have requested (begged!) to speak with a supervisor at PureTalk and they refuse to forward me to anyone who can help me. So I keep paying for Device Protection for coverage that I apparently don't have. After making at least a half dozen pleading calls to PureTalk and getting nowhere, I unfortunately feel that filing a complaint against them is my only option.

  

  Business Response

  Date: 05/03/2023

  Dear ****************,
  
  We regret to hear about your experience with the device protection plan. Please accept our sincerest apologies for the inconvenience that you may have experienced.
  
  After reviewing your account, we confirm the phone number ending in **** is enrolled in the Allstate Protection Plan. However, the iPhone SE is in our system associated with the phone number ending in ****. This could be the cause of the protection plan discrepancy. Wed like to resolve this matter as quickly and efficiently as possible. To ensure your account is correct, please provide each phone number with the devices 15-digit IMEI number.
  
  Well be eagerly awaiting your reply. Thank you for your feedback, which always helps ** improve the PureTalk experience.
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 05/03/2023

  Here is my response to the letter I received from PureTalk requesting further information.

  

  Business Response

  Date: 05/24/2023

  Dear ****************,
  
  We regret to hear about your experience with the device protection plan. Please accept our sincerest apologies for the inconvenience that you may have experienced.
  
  After reviewing your account, we confirm the phone number ending in **** is enrolled in the Allstate Protection Plan. However, the iPhone SE is in our system associated with the phone number ending in ****. This could be the cause of the protection plan discrepancy. Wed like to resolve this matter as quickly and efficiently as possible. To ensure your account is correct, please provide each phone number with the devices 15-digit IMEI number.
  
  Well be eagerly awaiting your reply. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

   

  Dear ****************,
  
  We regret to hear about your experience with the device protection plan. Please accept our sincerest apologies for the inconvenience that you may have experienced.
  
  After reviewing your account, we confirm the phone number ending in **** is enrolled in the Allstate Protection Plan. However, the iPhone SE is in our system associated with the phone number ending in ****. This could be the cause of the protection plan discrepancy. Wed like to resolve this matter as quickly and efficiently as possible. To ensure your account is correct, please provide each phone number with the devices 15-digit IMEI number.
  
  Well be eagerly awaiting your reply. Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

   

   

  Customer Answer

  Date: 05/24/2023

  They are requesting the same information I already sent.  But here it is again.

  You have requested that I provide the **** numbers for our phones.  My husbands phone number is ************ and his phones **** number is ***************.  This is the phone that should have the device protection.
  
  My phone number is ************ and my phones **** number is ***************.  

  

  Business Response

  Date: 05/26/2023

  Dear ****************,
   
  Thank you for providing the **** information. We ensured the correct **** numbers are associated with each line and submitted a trouble ticket ******* to verify the device protection plan has been added to your line ending ****. Once we receive a response to the ticket, we will notify you.
  
  
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 05/26/2023

  This message dated today (5/26) is the same message they sent me on 5/5.  I am being told, AGAIN, that they are submitting a trouble ticket.  I have been going around and around with this company for months!!!!  Obviously they, for whatever reason, are unable to put the device protection that I have been paying for since April 2022 on my husband's phone.  At this point, I just want a refund for all the month's that I have been paying for device protection that I have not had.  Just quit charging me for the protection and give me my money back.  I am so frustrated at this point that I am about to contact an attorney.  This is completely unacceptable!!!!

  

  Business Response

  Date: 06/02/2023

  Dear ****************,
  
  We truly apologize for your experience with PureTalk thus far, as this is certainly not the experience wed like you to have.
  
  We want to make things right by replacing the iPhone SE 256GB device that is not powering on. A return label has been emailed to you at ************************ to ship the defective iPhone SE to PureTalk. Once we receive the device, your replacement phone will be shipped. At this time, were unable to refund the device protection plan, as we are honoring the plan and replacing the device.
  
   Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20005810
  
  I am rejecting this response because:

  PureTalk is offering to replace the cell phone????  Where is that coming from???  Have they not read my complaint????? There is nothing wrong with the cell phone.  Has NO ONE even paid attention to the complaint that I am alleging.  I am paying for device protection ($8/month) on a phone that Allstate is telling me I have no protection on.  There is nothing wrong with the phone right now.  I just don't want to be paying for device protection when I am not receiving that benefit.  All I have asked is that PureTalk fix the problem and get the device protection coverage that I AM PAYING FOR put on the phone.  If they can't do that, then just refund me for the premiums I have been paying for over a year now with no protection in place.  I AM NOT SENDING THE ***** BACK!!  IT IS FINE!!

  This is so unbelievable!!  Criminal perhaps!  Who can I go to for help????  PLEASE TELL ME WHO I NEED TO CONTACT FOR HELP.  I HAVE BEGGED FOR SOMEONE TO CALL ME SO I CAN TALK TO THEM ABOUT THIS.  THIS GOING BACK AND FORTH VIA EMAILS AND SUCH IS BULLSHIT!!!

  MY ***** NUMBER IS ************.  CALL ME!!!!!

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

  

  Business Response

  Date: 06/06/2023

  Dear ****************,
  
  We truly apologize for the miscommunication that has occurred.  Weve partnered with our IT team to apply the Allstate device protection plan to your husbands phone number ending in ****. The request should be completed on Allstates end in about 4 hours. 
  
  Again,we like to extend our sincerest apologies for the inconvenience you and your husband have experienced.  We have also credited your account one month of service. The bill credit for $157 will be utilized on your next billing date,06/25/2023.
  
  Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards,
  
  
  PureTalk Customer Service
  
  
  ************************* (via ******************** Portal)
  
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20005810
  
  I am rejecting this response because:

  On June 6, 2023, I received a response (letter) from PureTalk stating that their IT team would be applying the Allstate device protection to my husband's phone.  They further stated the request should be completed on  Allstate's end in about 4 hours.  Today is June 8, ************************* to my Allstate account and the phone is still not showing up with coverage.

  I'm not sure what else to say.  I've been paying for device protection (which I don't have) for 13 months now and I have made NUMEROUS calls to PureTalk as well as filing this complaint with the BBB.  I'm not sure how long I'm expected to wait to receive a service that I've been paying for for over a year now but I can't fight this anymore.  The stress of dealing with this has taken it's toll.  

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

• Initial Complaint

  Date:04/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never informed that the unlimited data was restricted to 60gig then basically totally shut off. That is NOT unlimited!

  

  Business Response

  Date: 04/24/2023

  Dear ******************,
  
  Our unlimited data plans include 60GB of high-speed data. Once you reach your allotted high-speed data, the speed is throttled to 256 kbps of low-speed data.Low-speed data is suitable for general usage, however, you may experience issues with streaming apps that require higher speeds.
  
  Please accept our apologies for any inconvenience this has caused you. You may view the details of our unlimited data plans on our website at *************************************************
  
  
  Kind Regards,
  PureTalk
  
  Cc:Better Business Bureau (via BBB Portal)
  

  

  Business Response

  Date: 04/24/2023

  Dear ******************,
  
  Our unlimited data plans include 60GB of high-speed data. Once you reach your allotted high-speed data, the speed is throttled to 256 kbps of low-speed data.Low-speed data is suitable for general usage, however, you may experience issues with streaming apps that require higher speeds.
  
  Please accept our apologies for any inconvenience this has caused you. You may view the details of our unlimited data plans on our website at *************************************************
  
  
  Kind Regards,
  PureTalk
  
  Cc:Better Business Bureau (via BBB Portal)
  

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19961521
  
  I am rejecting this response because: the initial sign up was done via text, their ads from the radio never said 60gig and the woman I spoke to last told me my data was shut off after the 60, which cost me money from my side work 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/25/2023

  
  Dear ******************,
  
  Please accept our apologies for any miscommunication regarding our unlimited data plans. The unlimited data plans include 60GB of high-speed data. Once you reach 60GB, the speed is throttled to 256 kbps. Customers may add high-speed data to their plan anytime through their account portal online at www.puretalk.com/account/login.
  
   If you have further questions or concerns, you may contact our *************************** at ************.
  
  Kind Regards,
  PureTalk
  
  
  
  Cc:Better Business Bureau (via BBB Portal)
  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19961521
  
  I am rejecting this response because: offering an unlimited plan then shutting off the data is NOT unlimited. Thats IS misleading and false advertisement 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/14/2023

  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 decided to switch from my current cellular service and try Puretalk. During the sales process, the sales person told me that I would have 30 days to try the service. If I didn't like it, I could cancel and receive a full refund on the money I put down. This included fees for a phone, service connection and cellular phone cards. The sales person made no distinction between any of those costs. This is the first issue. The 30 day rule turned out to be misinformation, a sales ploy to get me to sign up. Other details of the 30 days were also misinformation, like "when did that time start". It takes a week or so to receive the phone and cards, but the 30 days started when they were ordered, not when service could physically start. End the end, this did not impact the overall 30 days because I decided to cancel at approximately 20 days after i ordered, but it just shows that Puretalk does not operate on good faith. The reason I cancelled was because the phone I received from them never worked. I called technical support over a dozen times to get help trying to get the phone functioning, but it never worked. Thats why I eventually decided to cancel the service and return everything. Puretalk refused to take back the phone, because they claimed I did not cancel in time. Puretalk claimed that the phone had to be returned in 14 days for a refund. I explained that the sales person said 30 days, but they did not care. They have continued to harass me ever since to purchase the phone even though I have attempted to return it. They have sent a collections agent after me. I have written several letters in response but they have ignored those as well. Puretalk harasses their customers instead of working to resolve issues. My complaint centers on their misinformation, but also their refusal to fix technical problems and terrible customer support overall.

  

  Business Response

  Date: 04/18/2023

  Dear **************,
  
  We regret to hear about your experience with PureTalk and sincerely apologize for the inconvenience you've experienced.
  
  Regarding our refund policy, devices are eligible to return for a refund within 14 days from the date of delivery and service is eligible for a refund within 30 days provided less than 500 minutes and 500MB of data have been used. Below is a link to our Money Back Guarantee policy.
  
  *************************************************
  
  After reviewing your account, we can confirm the ***** G50 has an outstanding device subsidy of $246.91, which has been sent to collections and the device has been blacklisted. If you would like to pay off the subsidy, please contact the *********************** collections agency at **************.
  
   If you have any further questions or concerns,please contact our *************************** at
  **************. Thank you for your feedback, which always helps ** improve the PureTalk experience.
  
  
  Regards, 
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19936149
  
  I am rejecting this response because: the 14 days they claimed was not revealed to me. The sales persons lied to me or provided misinformation, only declaring the 30 day timeframe. To resolve this, PureTalk can have the phone back and remove the collections notice.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/21/2023

  Dear **************,
  
  Please accept our sincerest apologies for the inconvenience you have been caused.
  
  At this time, were unable to accept the ***** G50. The device was purchased on 01/06/2022 and is outside our 14-day return policy.
  
  If you have further questions or concerns, please contact our *************************** at **************. Thank you for your feedback, which always helps ** improve the PureTalk experience.
  
  Regards, 
  PureTalk Customer Service
  
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19936149
  
  I am rejecting this response because: PureTalk is making zero effort to compromise nor are they accepting any responsibility for providing false and misleading information. This was an automated, robotic response to the issue, meaning they are refusing to address the problem they created. The 14 day return requirement they refer to was never disclosed nor was having to buy the phone if I cancelled. At the very least, PureTalk needs to retract the negative entry on my credit record. They can also have the phone back and sell it if they don't want to re-use it.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:04/07/2023

  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.

  Ok I signed up with pure talk on March 22,2023 but had an is*** with billing from my previous carrier ATT so they couldnt port my number until it was fixed. I corrected it immediately and then I was told it would take 24-48hours to port it over and that when it successfully happened my phone would not work so I would have to call pure talk from a different phone to activate my now useless phone even though I could be anywhere when that happens. It kind of made me skeptical right away. Well after 24hr it was about 2:44pm and my phone did stop working so I had to go to a family members house and use their phone to activate my service. Well after activating my service my phone said pure talk and lte yet it would not make or receive calls or texts data nothing. So after about a day of emailing back n fourth I got tired of it and used my familys phone again and spoke to IT ****** and he was able to get the calls and some texts working but no data. They sent up a ticket to Att and the result was they couldnt find anything wrong mind you my phone NEVER had an is*** prior to switching carriers. Well I could at least call so I kept trying to call and figure out what was going on and they kept stating nothing was wrong clearly if data didnt work there IS a problem. Well after putting in request for a callback from IT which never occurred it was now April 7,2023 and they told me the only option left was to factory reset phone and or try my sim in another device and they were sure it would point to my phone being the problem. So after going back n fourth telling them I never had an is*** with the phone that *** had for over 3 years they just kept pointing the finger. I ended the call and I called consumer cellular and signed up only to be told that because this is holiday weekend it would be Monday before Pure talk would release my number!!! This company should be banned from ever taking anyones money ever again. If it was possible id *** the company bankrupt.

  

  Business Response

  Date: 04/12/2023

  
  Dear ******************,
  
  PureTalk sincerely apologizes for the inconvenience that you have experienced concerning your request to port out your phone number to another carrier.
  
  We have reviewed your account and can confirm your line ending **** was released to your new carrier on 04/08/2023. We have submitted a refund request for your initial order. Please allow up to 14 business days for the request to be processed.
  
   If you have any further questions or concerns,you may contact our *************************** at ************.
  
  
  Regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:04/01/2023

  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.

  I switched to Puretalk cell phone service for 3 reasons. 1. They claim they share the same networks with all the major carriers in *******. 2. The price is lower. 3. Their so-called "values" are such that I was compelled to support their business.The call quality was poor so I called them and they claimed to have boosted the signal (or some such terminology) and and that didn't work so I called them back. The next person I spoke with was rude. The next person told me the coverage in my area in Southwest ******* is not thorough so she recommended we go back to our former carrier ********** I followed the instructions and they said the porting could take an hour or up to 48 hours. At the time of this complaint, we are over 60 hours. It's not good! I'm traveling and I cannot receive any calls.

  

  Business Response

  Date: 04/05/2023

  April 5th, 2023
  
  
  **************************
  *********************************************************************
  
  
                          Re- Better Business Bureau Case#********
  
  
  Dear **************,
  
  We regret to hear about your experience with PureTalk thus far and genuinely apologize for the inconvenience you and your family have experienced.
  
  After reviewing your account, we confirm all three phone numbers were ported out of PureTalk on 04/01/2023. If you would like to request a refund for your initial order, please contact our **************** team at ************** for further assistance.
  
  Thank you for your feedback, which always helps us improve the PureTalk experience.
  
  Regards,
  
   
  PureTalk ****************

  '