Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2023

  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 decided to go with Pure Talk to save some money from the larger carriers. I bought a phone from them and started my service about November 3, 2022. Since that time I have had to reach out to customer service at least 4 times for the issue with my phone. I have spent somewhere between 8 and 10 hours on the phone with customer service and they still cannot fix my phone. It will only send texts to certain people. I have to take a picture and send texts that way. It will send pictures. After speaking with customer service, the phone usually works for a few days to a few weeks and then stops sending texts. I am also trying to get a small business started and I need to be able to contact my customers. On the first call I asked about another phone and the customer service person said she was not authorized to give a new phone. No referral to supervisor who could or any other referral about a defective phone. On the last customer service call, I discovered that the model number on my phone doesn't match any phone their system is supposed to carry. I find that ironic considering I bought the phone from them. I tried to call the corporate office and no one answers the phone.

  

  Business Response

  Date: 02/02/2023

  Dear ****************,
  
  We truly apologize for the texting issues you are experiencing, we understand how important it is for your PureTalk service to function properly.
  
  A member of our Technical Support team will be reaching out to you directly to perform troubleshooting steps and determine the best course of action.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  
  
  

  Customer Answer

  Date: 02/05/2023

  A representative called me on Feb. 1.  She was supposedly going to talk to a supervisor about a phone exchange and was to get back to me, either on Friday, Feb. 3 or today, Sunday, Feb. 5.  I had not heard anything so I called and talked to yet another customer service representative because the person I had previously spoken with was unavailable.  The phone was working on Thursday, Friday, Saturday and part of this morning.  And now it is not sending texts anymore.  The person today was supposed to put in a ticket, I do not know how many tickets have already been submitted on this phone. What do I have to do to get a phone that works???????  This one has been nothing but trouble since I began my service.  

  

  Business Response

  Date: 02/09/2023

  Dear ****************, 
  
  We've reviewed your trouble ticket and see that we advised updating the *** settings. We've also reset the *** feature on the backend. With your device connected to Wi-Fi,please go to Settings > Software Update to ensure your device is utilizing the newest update available. Once this has been completed, please go to Settings > ****************** > Reset > Reset Network Settings >Reset Settings to reset the network settings. Then follow the link below to the Android *** settings.
  **********************************************
  
  If you have any further questions or concerns, contact our **************************** directly at **************. Thank you for your feedback, which always helps us improve the PureTalk experience. 
  
  Regards, 
  
  PureTalk Customer Service
  

  Customer Answer

  Date: 02/10/2023

  The definition of insanity is to keep repeating the same action over and over and expecting different results.

  All of the action items they listed have been performed.  The phone will work for a few days and then quit.

  I do not know what type of action they are doing but the phone doesn't work and they submit a ticket. And

  magically the next morning the phone starts to work again.  

  I am done with you and will share my experience with all my friends.

  

  Business Response

  Date: 02/21/2023

  
  Dear ****************, 
  
  We regret to hear that the texting issue is re-occurring. Please accept our apologies for the inconvenience you've been caused.
  
   To port your phone number to a new carrier,you must provide them with your PureTalk account number, account PIN, full name and address, exactly as they appear on your account. If this information needs to be updated, go to www.puretalkusa.com  and log into your Account Portal. The account number may also be viewed in the Account Portal, and a PIN may be set.If you choose not to establish an account PIN, you may utilize **** or **** as the ****
  
  Thank you for your feedback, which always helps us improve the PureTalk experience. 
  
  Regards, 
  PureTalk Customer Service
  
  ************************* (via ******************** Portal)

• Initial Complaint

  Date:01/20/2023

  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.

  11/3/22 I initiated a request for Pure Talk services. Following a frustrating inability of the company to port my phone number over, I called them on 11/12/22 to cancel my request and stop my auto pay. Since this time they have taken payments from my account in the amount of $77.92. Plus I have received a total of ************************************************************************ the meantime I have only had ******* active on my phone based on the information I was getting them. My conversation with them today claims they have had my number ported over since 11/12/22. So Im paying Pure Talk monthly for no services and also ******* mobile w for they services which has been the only SIMM card that will work. Pure Talk refuses to refund my payments and I am shocked at their total incompetence and rudeness.

  

  Business Response

  Date: 01/25/2023

  Dear **************************,
  
  We're so sorry to hear about the experience you've had with PureTalk. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority!
  
  Your refund request for the amount of $77.64 has been approved and posted back to your payment card on file. Please allow up to 5 business days for the refund to post on your statement.
  
  To cancel your PureTalk service, please contact our *************************** at ************.
  
  Kind Regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 01/26/2023

  In regards to Pure Talks response regarding my complaint, they are continuing to miss their top priority.

  It is only fair that they approve my refund.  However, I also ask that they discontinue all further auto pays from my bank account since I cant do that from my end.

  I will not contact Pure Talk customer service again and subject myself to further rude and incompetent abuse.  I cancelled my service with them in November through customer service and believed it was resolved.  They have a problem and they really need to fix it on their end.

  

  Business Response

  Date: 02/15/2023

  
  Dear **************************,
  
  While we understand your frustration, we must speak with you for security purposes before canceling your account. We're happy to arrange for a supervisor to contact you directly to remove the account from autopay and process the account cancellation. Please provide the best callback phone number, day, and time at your earliest convenience.  You can respond via this email and **********************************.
  
  We look forward to hearing from you! Thank you for your feedback, which always helps us improve the PureTalk experience. 
  
  Regards,
  PureTalk Customer Service
  
  
  cc:  ********************** (via ******************** Portal)

• Initial Complaint

  Date:12/26/2022

  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 contacted [PURE TALK ***] several times via phone call to the customer service phone line and have spoken to several representatives including ***, ****, and ******. To report to them that I need to replace my iPhone 11 device which was broken and has not been functional since 11/27/2021, and need a replacement since I have been making payment installments on two iPhone 11s since purchasing day with: [PURE TALK ***] on 05/22/2021 (ATTACHED COPY OF) [RETAIL INSTALLMENT AGREEMENT] this purchase was completely remote via the internet, and the transaction was for a total of two iPhone 11 and the service line for the two phone lines, and I never received the alleged receipt needed to file a claim when needed. Except the online and completely remote initial purchase agreement signed electronically by me for the two cell phones under my name: *************************, with the resident address:230 **********************************************************************. As you can see in a review of my attached copy of the receipt for payment since the initial purchase, I have abided by the contract agreement to pay my bill to include the [ALLSTATE PROTECTION PLAN] for each cell phone device on both cell phones numbers: Primary cell phone which is my primary contact ************ and which has been damaged beyond functionality and to add loss. And which has been confirmed by both representatives by the name of (***) and (****) when I called the [PURE TALK ***] customer service phone line, to add which they transferred me to an automated ************ ALLSTATE claims and I spoke to several representatives explaining myself over and over again, without much valuable resolution as to when or how I could replace my broken and lost iPhone 11! I finally got connected with squaretrade.com at ************ a claims phone number servicing [PURE TALK ***] Allstate warranty and received an email to send them a receipt copy to which I confirmed over the phone that I had not received since purchasing the two iPhones with [PURE TALK ***] and I confirmed with Samani their representative to which he replied that the PURCHASE AGREEMENT WITH [PURE TALK ***] WAS THE NEEDED RECEIPT TO FILE THE CLAIM WITH ALLSTATE SERVICING (squaretrade.com) at ************. I have emailed all the included copies to the correspondence emailed to me at ********************* which was confirmed with all the contacted representatives. I have not received any email as to the status of my phone claim with squaretrade.com, and I have no way of contacting them since my phone was lost and was the primary source of contacting me. I can only be contacted by email since the other phone line belongs to my teenage son, who is not always available to lend me his phone. I demand that [PURE TALK ***] responds to me immediately after receiving the notice from Better Business Bureau. It is not fair that I continue to pay for phone service and a phone protection plan without the device and actual phone service, I would suggest that a prompt solution is favorable otherwise I would like reimbursement for the month of November and December and or January ahead for installments, and I would very much like to take my business elsewhere if this is not solved immediately.

  

  Business Response

  Date: 01/03/2023

  Dear ****************,
  
  We regret to hear about the experience you have had with PureTalk and Allstate, please accept our apologies for the inconvenience you have experienced.
  
  The device agreement and initial order confirmation email should be sufficient as evidence of purchase through PureTalk. However, the device protection plan does not cover the loss of the device or theft. In order to purchase a new device through **********************, the device financing and subsidy must be paid off before a new device can be purchased.The total due for your iPhone 11 would be $143.33 after applicable taxes. Once the agreements have been fulfilled, you are welcome to purchase a new device online at www.puretalkusa.com and log 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.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  PureTalk Customer Service
  
  
  ************************* (via ******************** Portal)

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cell phone is having a technical problem sending text messages to only one person. Puretalk sent me written directions on how to correct this issue, but it did not work. I contacted them by phone and they put me in touch with **** in Tech Support. She put me on hold for 20 minutes in order to get my problem solved. Then the Puretalk phone system suddenly booted me over to customer service again. I explained what happened and they attempted to put me in touch with ****, but she was already on the phone with another customer. WTF! She had my number in case we got disconnected, so why isn't she helping me!? This company has to try and do better. In the meantime, I am paying for a service that I am not entirely receiving. This is not the first time their tech support has failed me. They were not able to eliminate the password requirement when I dial for my Voicemail, as well. They tried, but said it's a ***** in the program and too bad for me.

  

  Business Response

  Date: 12/21/2022

  Dear ********************,
  
  We are disappointed to hear about the customer service experience you've had with PureTalk thus far.Please accept our sincerest apologies for the inconvenience you have been caused.
  
  We would appreciate the opportunity to investigate this matter further, and to make things right. Could you please provide a callback phone number to reach you at, and a good day and time? We are awaiting your reply.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  PureTalk Customer Service
  

  Customer Answer

  Date: 12/21/2022

  You may call me at ************ anytime today, or on Friday, December 23 before noon (PST).

  

  Business Response

  Date: 01/04/2023

  Dear ********************,
  
  We are disappointed to hear about the customer service experience you've had with PureTalk thus far.Please accept our sincerest apologies for the inconvenience you have been caused.
  
  We would appreciate the opportunity to investigate this matter further, and to make things right. Could you please provide a callback phone number to reach you at, and a good day and time? We are awaiting your reply.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  PureTalk Customer Service
  

  Customer Answer

  Date: 01/04/2023

  I've done this twice already, and both times they did not call at the allotted time or even day. If they want a resolution at this point, credit my account $50 and call it a day. Also, train your customer service reps and NEVER hang up or "disconnect" a customer. That's what made my blood boil to file this complaint in the first place. Your reps take my phone number when they begin the call "in case we get disconnected," but they don't use it. $50!

  

  Business Response

  Date: 01/09/2023

  Dear ********************,
  
  We are disappointed to hear about the customer service experience you've had with PureTalk thus far.Please accept our sincerest apologies for the inconvenience you have been caused.
  
  We would appreciate the opportunity to investigate this matter further, and to make things right. Could you please provide a callback phone number to reach you at, and a good day and time? We are awaiting your reply.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  PureTalk Customer Service
  

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** found a workaround. The company's customer service reps **** and the ******************** is not going to change that. If their phone system is so poor that it constantly cuts off customers who have been on hold for eternity, then I can simply use another company. There are plenty to choose from.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/14/2022

  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 opened a mobile phone account with PureTalk on 11/7/2022. I received the phone on 11/10/22, I activated it on that day. I plugged the phone in to charge and the charging percentage was flashing 64%, 46% and back and forth. When I went to bed the phone was at 93 or 94 percent and when I woke up the phone was at 73%, it was not being used but still used all of that battery time. This phone is very cheaply made and I have used Apple phones up to this point. I was not happy at all with this phone, did not understand how to use it and had 14 days to sent it back. So, I called talked to a rep. ask if there was anything that needed to be done and if I would receive a printed label to return the phone, they said No. I sent the phone back to factory settings and returned it on 11/11. The phone was received on 11/17 at the Puretalk warehouse. They never contacted me but I have been contacting them almost everyday until I finally heard back from them and they stated that I had set a password that locked the phone. I cannot recall the passcode and therefore I haven't received a credit for returning the phone. Their policy is to return the phone to the buyer, see if I can remember the passcode to unlock it for them and if I can I could return the phone. This policy has not been followed. Today is 12/14/22 and and their records will indicated the numerous calls I have made to try and resolve this issue. This experience with Puretalk is a nightmare. I do not have ****** to throw away on a phone that I no longer have in my possession. They should have followed their policy. I have had several of my calls put on hold only to be put back in the queue. I have had 3 calls from a manager but we have poor service where I live and my phone did not ring, they did not leave a message. I have had 1 manager leave a message and she asked me to call back but did not leave a phone number. They have violated their policy, I want refunded for phone possible refurbished, very stressful situation

  

  Business Response

  Date: 12/16/2022

  December 15th, 2022
  
  ****************************
  130 ****************
  Unit 100
  ******,** 86351
  
  
                          Re: Better Business Bureau Case#********
  
  
  
  Dear ************,
  
  We're disappointed to hear about the experience you had with your device return. Please accept our sincere apologies for the delay and any inconvenience this has caused you.
  
  We have corresponded with our Warehouse and they have confirmed that the recent PIN you provided was incorrect. We will be sending the device back to you via ***** tracking number ************.
  
  Once you receive the device, please remove all security features and passcodes. Then, you may return the device back to ********************** and we will re-evaluate your return request.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  PureTalk

  Customer Answer

  Date: 12/16/2022

  If you have them send the recorded phone calls and the number of times I called I think you would be appalled. They are only willing to send me the phone back due to the BBB being contacted. That phone has been out of my possession for over a month. Who knows what could have be done to it. They had many chances to return it to me and didnt. I dont want it, I want to leave this company and put it behind me. 
  I have literally broke down and cried and cannot take the stress. Their customer service needs a haul over. Also they keep changing my email address on their site and I cant log into account. 

  I worked as a supervisor and never would have not responded or treated anyone as they treated me. Again who knows what, how or why its been laying around the warehouse. 
  I want a total refund and I want to move on. 

• Initial Complaint

  Date:12/04/2022

  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 signed up for Pure Talk cell service after hearing *********************** praise the service on his radio talk show. I was promised the second month free after I sign up. I questioned the extra monies charged me for the first month of service $3.00 for a sim card (suppose to be free), and a $3.99 shipping fee (again normally free). The sales representative stated since I was going to get the second month free I will be charged for these services. Well, I was charged for the second month of service but after my complaints, the Pure Talk representative stated I was misinformed and I will receive the third month free. Well, you guessed it, I was just notified of my third charge. This company has deceitful business practices. They are more concerned with their bottom line rather than living up to their promises. I am weary of this complaint since I do not want to lose my cell number since I use this number for business purposes. I want two refunds and time to find a new service.

  

  Business Response

  Date: 01/05/2023

  Dear Ms. ************** regret to hear about your experience with PureTalk and are dedicated to making things right. Please accept our sincerest apologies for the inconvenience you have experienced.
  
  After reviewing your account, we confirm a $60 bill credit has been applied to your account and will be used toward your next billing date on 01/03/2023, with the remaining balance used towards your next month of service. We applied an additional month of free service for your inconvenience.
  
  Regarding the *** Starter Kit and shipping charges, we charge $3.00 for the *** card two-business-days shipping charge of $3.99.
  
  If you have any further questions or concerns, please contact our *************************** at **************. Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  
  
  PureTalk ****************

• Initial Complaint

  Date:11/28/2022

  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 signed up with Pure Talk at the end of September. I ported the number over from my existing phone and carrier plan. The phone I purchased was lost in the transit. I was having to call customer service multiple times a week and never received a resolution. They kept telling me that a ticket was submitted to the warehouse but couldn't provide me a ticket number because by ticket they meant they just sent emails that the warehouse never responded to. They also filed a ***** claim but could never tell me what that claim number was and if that claim was resolved. To me the ***** claim should not matter because shipping claims are on the sender not the receiver. Pure Talk should have sent me another phone and resolved the ***** claim separately. My account got put into collections without ever activating it and finally the middle of November I was assured that my account had been cancelled the collections suspended and that my bank account would be credited. After the Thanksgiving holiday while reconciling my account for the month I realized that I was never credited the initial charge of ****** and had been charged an additional ******. So, after 2 months the issue is now compounded because my account is continuing to be charged. The customer service agents have always been very nice and apologetic but that doesn't help when the problem does not get fixed. I would caution anyone who is thinking about signing up with Puretalk as a phone carrier. I cannot attest to their phone service, but I can absolutely say that the company's ability to resolve issues is awful.

  

  Business Response

  Date: 12/01/2022

  Dear Mr. ******************* accept our sincerest apologies for the inconvenience you have been caused, we deeply regret to hear about your experience with PureTalk thus far.
  
   After working with our Billing team, both transactions have been refunded as of 11/29/2022, one refund of $382.92 for the initial device purchase, and the second refund of $179.31 for the device subsidy. Please allow 5-7 business days for the refunds to post to your original payment method, as your bank may have a separate processing timeframe.At this time, your PureTalk account is closed and no future payments will occur.
  
   If you have any further questions or concerns,please contact our *************************** at **************. Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** portal)
  

• Initial Complaint

  Date:11/25/2022

  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 joined puretalk approximately the beginning of November and they sent me a faulty phone and left me without cell service for over a week. I dealt with their tech support people on a number of occasions and finally after all the attempts they figured out that the phone would not save the advanced changes required to function. I was completely frustrated with their lack of concern over my not having a phone so I took them up on their return policy and they generated a ***** label and emailed me the label so I could send their phone back. I noticed a few days ago an email from puretalk that I was receiving a package from them so I called and they informed me that they were sending me back my phone because there was a "deep scratch" on it. Puretalk has taken the position that I scratched the phone and will not be getting my refund!! This phone was in perfect physical shape when I sent it to them and now I'm getting a phone back that doesn't work in the first place. I've been wronged before but these people have taken it to a whole new level, I was without a phone for over a week because it was faulty, I ended up doing all the footwork to return it and now they are shipping a non-functional phone back to me. I'm a fixed income 64 year old senior who cannot afford to pay $260.00 for a no good phone. I sincerely consider my experience with puretalk elder abuse and need someone to help me. Sincerely *************************

  

  Business Response

  Date: 11/29/2022

  Dear ******************,
  
  PureTalk sincerely apologizes for the inconvenience you have encountered, we deeply regret to hear about your experience. This is clearly not the PureTalk experience we would like for you to have.
  
  At this time, we are unable to refund the damaged device, however, each device purchased from PureTalk includes a one-year manufacturer's warranty. We recommend contacting Blu directly for repair or replacement options, they may determine the device is defective or be able to repair the device.
  
   If you have any further questions or concerns,please contact our *************************** at **************. Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** portal)
  

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau Case#******** In reference to above case number I whole heartily reject puretalks response as they had to have scratched the screen probably removing the screen protection they provided and I installed. The phone never functioned and was never carried anywhere. I have read the BBB complaints that puretalk has had against them and there are a number of complaints where the customers phones had these mystery scratches, I believe this is a method puretalk uses to deny claims. Puretalk always sincerely apologizes for any issues and then go on to reject the claim. I am again rejecting puretalks claim that I scratched the phone!!

  

  Business Response

  Date: 12/07/2022

  Dear ******************,
  
  We understand your frustration regarding the Blu G91s refund being rejected. As the device was received by our Warehouse as damaged, the device is not eligible for a refund.You may contact Blu directly for additional assistance using the link below, as the device includes a one-year manufacturer's warranty. Per ***** tracking number ************, the device was delivered back to you on 11/28/2022.  
  https://www.bluproducts.com/contact/
  
  
  If you have any further questions or concerns, please contact our *************************** at **************. Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  
  Regards,
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:11/16/2022

  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 11/10/2022 I placed an order online for 2 business lines that included 2 iPhone 12 minis. I currently don't have phones and the company seemed straight forward in the ordering process. I paid $41.70 in total. The following day I received and email saying that I needed to send over my ID and a business invoice and that was all I needed to be able to get the phones. I sent what was required and woke up to another email asking for more than what was asked for in the original email. I asked the agent i was speaking with to go ahead and cancel the order, but I have yet to get a response or my money back. They were very quick and eager to process my payment but now cant process my refund just as quick. This is absurd.

  

  Business Response

  Date: 11/23/2022

  
  Dear ************, 
  
  For security purposes, additional verification may be requested when placing an order. Please accept our sincere apologies for the delay with your refund and for any inconvenience this has caused you.
  
  We have confirmed that your refund of $41.70 was posted back to your payment card on 11/19/22. If you have any further questions or concerns, you may contact PureTalk Business customer support at *************.
  
  
  
  
  Kind Regards, 
  PureTalk

• Initial Complaint

  Date:11/16/2022

  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 switched cell phone carrier services from ******* Wireless to PureTalk on September 12, 2022. I imported my number from ******* to PureTalk, and this is the first time I have ever been a customer with **********************. I signed up for a two year agreement and I received a discount on my phone, so that I would be paying out of pocket 50 dollars. After completing set up of the phone that I purchased from PureTalk, I found the phone to be defective. The defective phone was sent back to PureTalk and I was issued a refund of 50 dollars that I payed. When I call customer service to repurchase the phone, they would not let me buy the phone for 50 dollars and I was told to pay full price because I was an established customer, even though I never had a phone that I could use. I asked customer service to let me talk to a supervisor or a manager and I was told that they would not let me purchase the phone for the original amount of 50 dollars, and I have to pay full price for any phone I want to use with PureTalk. I never got to speak with a supervisor. It is not a fair practice for charging customers full price of a phone after the company themselves sent their customer a defective phone. This company has the worst customer care I have ever had to deal with.

  

  Business Response

  Date: 11/21/2022

  Dear **************,
  
  Please accept our sincerest apologies for the inconvenience you have encountered, we deeply regret to hear about your experience with PureTalk. We would appreciate the opportunity to make things right and would be happy to honor the device discount for your next purchase.
  
  In order to properly apply the discount to your account, we will need to contact you to place the order. What is a good contact phone number, and what is the best day and time you will be available? We will be awaiting your reply. You can respond to this email and **********************************
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. 
  
  Regards,
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 11/23/2022

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