Complaints

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

• Initial Complaint

  Date:11/11/2022

  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.

  Puretalk is the telephone provider unwilling to refund $203.04:On December 2021, I moved from ************** to ******** and requested the provider to change my telephone number from ************** (******** area code) to my current ******** telephone number **************. Puretalk closed the old account on December 31, 2021 and requested a different credit card number (*******) for the new account effective January 1, 2022. However, in August 2022, after conducting an audit of my credit cards, it was discovered that Puretalk had not closed the old account, nor stopped billing the former credit card (FNBO) from January through August 2022, for a service that was never provided. In other words, they were billing me for two accounts, instead of one.On August 2022, I was told by PureTalk that I had to dispute the charges with my credit card company (FNBO). FNBO was able to obtain a credit of $123.44 for the last three months only and stated that the merchant was unwilling to resolve the dispute (attachment). On Wednesday November 2, 2022, I contacted Puretalk and after being transferred four times, I was promised a call from an escalation supervisor. A supervisor by the name of ****** ***********************) called an hour later and stated that she will call me back with the resolution details, the following day. That never happened.

  

  Business Response

  Date: 11/23/2022

  Dear ******************,
  
  Please accept our sincerest apologies for the experience you've had with PureTalk, and for the inconvenience you have encountered.
  
  Pure Talk approved a refund of $203.04 which has been processed as of 11/22/2022. Please allow 5-7 business days for the refund to post to your bank, as they may have a separate processing timeframe.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards,
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:11/07/2022

  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 cancelled my PureTalk subscription August 31st 2022. I had a remaining balance on my phone for $101.46. This had to be paid in full for PureTalk to release the number to be ported. I paid the amount, see evidence below, and was told that my account was fully closed out and I did not owe anything further. My port went through and I thought I was done with PureTalk. I haven't heard from PureTalk in months, my login no longer works, and there has been no communication from them at my email address, local address, or even a call. Today, I got a notice that they have sent me to collections for $125.66. I suspected that maybe the *** was in over her head, but ***** have been dropped all around. I'm concerned that my credit will suffer because of PureTalk's negligence. I would like this matter to be dropped, call off your collection people, settle my account to the 0 dollars it was when I paid it off. As of now, I do not see that it has been reported to credit agencies but if that is being planned, this needs to be stopped immediately.

  

  Business Response

  Date: 11/09/2022

  Dear ************, 
  
  We are so sorry to hear about the experience you have had with PureTalk and that you received anything other than an optimal customer service experience, as this is our top priority. Please accept our sincere apologies for any miscommunication regarding your device subsidy agreement and for the inconvenience you have experienced.
  
  We have corresponded with our Loss Prevention team and they have removed your account from collections and the $126.55 remaining balance has been waived. A request has also been submitted to remove your device from the blacklist so that you may use it with another carrier. Please allow 3-5 business days for this request to be processed.
  
  If you have any further questions or concerns, you may contact our *************************** at **************.
  
  Kind Regards, 
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 11/09/2022

  The collections company started getting after me, I panicked and paid it cause I was scared. Can this be reversed?

  

  Business Response

  Date: 11/29/2022

  Dear ************, 
  
  Unfortunately, we do not have access to the payment you submitted with *********************** and are unable to submit a refund.However, we have corresponded and notified them that your financing agreement has been written off on our end and the funds can be released back to you.
  
  Please contact the *********************** agency at ************* for assistance regarding this matter.
  
  Kind Regards, 
  PureTalk
  
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:11/03/2022

  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.

  I was told that my phones would work & to prepay for the lines. When I called to activate they said that the phones were not compatible after having me delete everything on my phones including all my pictures. When I asked to speak to a supervisor they said 1 was not available but 1 would call me back. I didn't receive a call back so I called them about a refund. They said I could not be issued 1 until my #s were ported out. After I ported the #s they said I couldn't receive the refund because I used the phones. I told them multiple times that was not possible & the supervisor that I spoke with said she could not prove that we used the phone lines but that the system said so & there was nothing she could do. She then hung up on me!

  

  Business Response

  Date: 11/08/2022

  Dear **************, 
  
  Please accept our sincere apologies for the miscommunication regarding your devices' compatibility and if you received anything other than an optimal customer service experience, as this is our top priority.This is definitely not the experience we hoped for you to have.
  
  We have reviewed your account and can confirm your chargeback of $93.04 has been posted to your payment card on 11/07/22.Please allow 3-5 business days for the refund to post back to your original payment card.
  
   If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Kind Regards, 
  PureTalk 
  
  
  Cc: Better Business Bureau  (via BBB Portal)

• Initial Complaint

  Date:10/31/2022

  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.

  I was seeking a phone company that had good cellular coverage since I make occasional trips to rural areas in Georgia. When I researched the companies, I found that PureTalk runs on the **** cellular network. On April 29, 2022, I spoke with PureTalk representative *****. He sent me two *** cards (I have two phones I purchased from Amazon) along with a written order summary showing my monthly bill which would be $95. After receiving the *** cards, I called PureTalk and was connected to a different representative. She indicated it would be cheaper for me to obtain the phones directly from PureTalk, so I agreed. She asked me for an email address and credit card information to complete the transaction. When processing the transaction, however, the PureTalk rep only processed one of the two phones and had overlooked the second one. She indicated she could not go back and alter the order, and a second order would need to be placed. - requiring a second email address. I provided an email address, and also told her I would need to return the **** phones (which I was returning because their actual prices were higher than quoted as well). She stated she would overnight the devices to me for a $15 charge (this was on a Friday); I did not receive the phones until the following Wednesday.Upon receiving the phones, I was not told they were coming from a third-party. I was also not told that I would need to program & set up the phones for wireless use. I rely on the wireless, but was not told about setting it up until my phone conversation with a PureTalk rep on May 24. Since using the phones, I have experiences numerous call drops throughout the day. As a result, I have been spending hours on the phone with PureTalk (speaking to as many as seven reps in one day) in an attempt to resolve these issues with no success so far.Finally, I went to Best Buy on June 12 and purchased two new phones. PureTalk, however, would not give me a transfer PIN to port the numbers until June 27.

  

  Business Response

  Date: 11/01/2022

  Dear **********************,
  
  ************* replaced your missing phone due to the incorrect address you entered when you applied for service. This was not corrected and the replacement phone was sent to the incorrect address. We sent you another phone to replace the phone that you did not receive.
  
  The processing refund that you are requesting is for the warehouse processing and shipping of the phone device. Since you received the second device, we can only refund those orders that do not qualify and a phone is not processed for shipment.
  
  Should you gave in further concerns, please contact our *************************** at ************ for assistance.
  
  Regards,
  
  ************* Compliance
  ************.com | PureTalkUSA.com | *******.com
  Cc:Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18336779
  
  I am rejecting this response because:

  The PureTalk person who sent this response indicates "************* replaced your missing phone due to the incorrect address you entered when you applied for service." There never was a missing phone. There was a non-working phone, however. The person then states: "This was not corrected and the replacement phone was sent to the incorrect address." Again, there was no missing phone. PureTalk sent me a total of two phones, both of which were received on the same day from ***** (at different times). Both of these phones were returned together via *** in June at the same time. I have been on the phone with PureTalk reps since May attempting to resolve this matter, and all of this can be substantiated via documentation and my written notes.

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

  

  Business Response

  Date: 11/16/2022

  Dear ******************, 
  
  Please accept our sincere apologies that you received anything less than an optimal customer experience, as this is our top priority.
  
  Once an order is placed, it can take ***** business hours to process before it is shipped via ****** Our Warehouse is closed on Saturday and Sunday, and your order began processing on the following Monday. Some Android devices may need to have network settings programmed to utilize mobile data. The instructions can be found on our website at www.puretalkusa.com/data.
  
  We have reviewed your account and can confirm your numbers were released to your new carrier on 06/14/22. We also see that both devices were returned and refunded. The first device was refunded on 9/2/2022 for the amount of $190.79 and the second device was refunded on 11/2/2022 for the amount of $476.99. Please allow 5-7 business days for the refund to post back to the original payment card.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards, 
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:10/26/2022

  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.

  In August I bought my 85 yr old mom a phone for $231 to be added to my account as a second line. I have been with Pure Talk for 2 years and never had a problem. My mom gets the phone and calls me and says she has the same number as me? I find out my phone is cancelled.So they mail out 2 more Sim cards and my phone is back in-service but my moms phone they can't activate. So I try and try to get someone to activate it, At least 5 people try ( 3 or 4 more hung up on me or disconnected me) and I finally send the phone back before the 2 week refund period. So I get a call from a supervisor and she says they sent my mom a verification code to a g-mail account and the phone works but she can not wipe it clean with out that code. I tell her my mom doesn't have a G-mail account. I set mom up with an @yahoo.com and she does not have an @gmail account. So she says she can not wipe the phone clean with that verification code. I try everything with ****** to access that account and finally I get a manager that says we do not have accounts using a persons name. So I call pure Talk for the 10th time not counting the numerous times I was disconnected and hung up on during this period and request a manager, I get ******* and he says the warehouse said the phone works and I tell him my history with that phone. He says how about I send it to you and we try to activate it. I say ok my phone is 2 years old maybe I will keep it. So my mom calls they sent it back to her in ******* I live in CA. So I call Pure Talk and the girl tells me well the phone is past the return policy date. I tell her its Pure Talks fault. I didn't do anything wrong. She says well we can give you credit for 3 months. I said my bill is only $30 a month I want to talk to *******. She try's twice and said he will call me back. I never heard from him. I want a refund or apply that $231 towards a new phone for me. Please help.

  

  Business Response

  Date: 10/31/2022

  Dear ******************,
  
  We are so sorry to hear about the experience you have had with PureTalk and that you received anything less than a 5-star customer service experience, as this is our top priority. Please accept our sincere apologies for the inconvenience this has caused you.
  
  To process your refund, you will need to return the device back to **********************. We will send you a return label to the email address on file ******************** you please confirm that we have the correct email address? Once we receive the device back, we will be happy to process the refund outside of the buyer's remorse period. Please let us know if you accept our offer.  You can respond to this email and *******************************.
  
  We are committed to resolving this matter and are eagerly awaiting your response. If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Kind regards,
  
  PureTalk Customer Service
  
  ************************* (via ******************** Portal)

  Customer Answer

  Date: 10/31/2022

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

  Customer Answer

  Date: 01/24/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I filed this complaint #******** back in Oct 2022 and a BBB agent told me today 1/23/23 it was resolved, but we still have the defective phone in ******* at my moms house and still did not recieve the label to return phone or they $231 I paid for the phone. The label to return the phone needs to sent to: ****************** **************************************************************** (My mom already returned it at her expense once but it was mistakingly resent to her)

  I did recieve one message from Puretalk after filling the claim asking to verify my e-mail which I have used for billing and inquires with Puretalk for over 2 years? I verified e-mail and that was the end of communication with Puretalk accept for my on going monthly billing for my active cell phone. **********

  Thank you, ***************************

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

  

  Business Response

  Date: 01/26/2023

  Dear ******************, 
  
  Please accept our apologies that you have not received an update regarding your device. A return label has been sent to the address you provided via ***** tracking number ************. It is estimated to be delivered on Friday 1/27/2023. Once you receive the return label, you may return the device back to **********************. Please be sure all security features have been removed from the device, including the device PIN if applicable.
  
  Should you have any further questions or concerns, contact our *************************** at ************ for assistance.
  
  Kind Regards, 
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:10/12/2022

  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.

  7/24/22 I signed up to get their phone service and they charged me $31.15 for the first month and the *** card. 7/28/22 I received the *** card and called them to help me get it installed on my phone and get the service started. I had SO MUCH trouble because the person that was helping me didnt know what they were doing. So I told her to just forget it! Cancel everything and send me my refund. I have now been waiting for TWO months for my refund because I keep getting the runaround! I called Puretalk again today, 10/12/22, and was told I received the refund, I said NO I have NOT received it! I asked her what do I need to show you to prove I HAVE NOT received the refund yet? Then she told me, after much discussion, that she will make a new ticket and resubmit the request for a refund. So I have to wait another **** business days before possibly getting back the refund. I told her I am going to contact the Better Business Bureau. She didnt respond.I have written notes for every time I have called them, I will take a picture of it and include it in here.I had filed a dispute with my bank about this, but was told I need to cancel that before they could issue a refund. So I canceled the dispute on 9/6/22, Puretalk received confirmation from my bank on 9/8/22 and supposedly started the refund process. Every time I call, they tell me a different story!Please help me? I know its just $31.15 but I cant afford to throw away money.Thank you.

  

  Business Response

  Date: 10/17/2022

  Dear **********************,
  
  We'd like to sincerely apologize for the refund delay and the back-and-forth phone calls you have had to make. Please know this is not the experience we want for you to have and are committed to making things right, as we strive for a one-call resolution, and are greatly displeased to hear about your experience with PureTalk.
  
  After working diligently with our Billing team, a refund of $31.15 has been posted to your original payment method as of 10/14/2022. Please allow 5-7 business days for the refund to complete processing and to post to your original payment card. 
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. If you have any further questions or concerns, please let us know.
  
  We truly hope you will reconsider leaving and allow us an opportunity to make things right. If not,you're welcome to return to our PureTalk family in the future.
  
  Kind Regards,
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 10/17/2022

   
  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.
  Im sorry I had to resort to contacting the BBB before Puretalk would keep their promise to refund my money.

  Thanks to everyone that helped me.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/16/2022

  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.

  Cancelled cell service on June 27 because Pure Talk charged me twice on May 31 for June ******** Was then charged for July. Talked to **** on June 29. He issued refund ticket *******. Refund **** business days. July 29 talked to ****, she's "not sure why standstill". Her supervisor refused to speak to me but promised refund 3-5 bus days. Aug 9 talked to ****. Refund ticket was closed with note credit already used! He reopened ticket. Aug 12 my bank manager talked to ***. Ticket wasn't reopened by ****. Tic reopened. Refund **** days. Sept 9 ******* said credit to my acct not refund to bank card. Manager would not talk to me. Refund team to expedite tic and refund to my bank on Sept 11. Sept 16 ***** said ticket reopened Sept 9 said he needed to see what was status of refund. On hold 12 minutes and PureTalk rolled my call back to operator options...press 1,2,3,4,5!!! All I want is my $56.74 refunded to my bank card account. For a US based company, they sure do treat their customers like dirt! Why do managers refuse to talk to customers who have obviously been wronged by the company? Why do customer service reps never call back if "call accidentally disconnected". Please don't open a cell phone acct with them. I could only get service in two rooms of my home and not in my basement. If ever a weather emergency where I had to go to basement, I'd never be able to call anyone or then me! I went back to former provider. I want a refund immediately and for PureTalk to research my ticket number and provide me an honest explanation of how something so simple can't be accomplished.

  

  Business Response

  Date: 09/21/2022

  Dear ****************,
  
  We regret to hear about the experience you have had with our PureTalk thus far. Please accept our apologies for the delay regarding your refund, and if you received anything other than an optimal customer service experience, as this is our top priority.
  
   We have reviewed your account and can confirm your refund for the amount of $56.74 has been posted back to your payment card on 09/19/22. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards,
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** portal)

  Customer Answer

  Date: 09/22/2022

   
  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. 

  I confirmed with my bank that refund was posted 9/20.

  Thank you BBB for your help.

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

• Initial Complaint

  Date:09/16/2022

  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 original order for phone service was with Pure Talk on June 9, and it was combined with my wifes order. I had to cancel it when they told me my phone ********* ** Stylo 5) was not compatible with their technology, so on June 24, I ordered a BLU Phone (G91s) from Pure Talks website (order # P0000749191, July 6, 2022). When it arrived, I was unable to make and receive calls or text messages, and after several phone calls to Pure Talks Tech Support, it was determined that I had a defective phone. Pure Talk referred me to BLU Phones to handle the warrantee claim. A man in BLU Phones Tech Support, Roffy, also confirmed that the phone was defective and gave me a warrantee claim number (********) and directed me to *************s website and gave me an email address, and when I called the number he gave me, I never got an answer, and when I emailed, I never got an answer, so I attempted to follow the instructions on the website to return the phone, and discovered there was no address listed for mailing it. Then I called the ************* customer service number in an attempt to get a mailing address, and after answering some questions from their help support person, ******, I was informed that I had the wrong company for returning the phone, and she advised me to talk to someone at BLU Phones again.I was charged $208.63 for the phone and the first months service, and when I tried to cancel the service because the phone was defective, I found out theyd put the account in collections because Id accepted a special promotion plan, which subtracted $100 from the cost of the phone with the 45GB/month planso now, according to Pure Talk, I am responsible for the extra $100 for a defective phone because I cancelled the service. One of the help representatives named ****** told me she would try to have that charge removed from my account and call me back. She called back later that night, but I missed the call...(continued in the attached document).

  

  Business Response

  Date: 09/26/2022

  
  Dear ************,
  
  PureTalk sincerely regrets hearing about the experience you have had with PureTalk service and would appreciate the opportunity to make it right. If you would allow us, we would like to replace your device with a new one at no additional cost.
  
  We'd also like to waive all monthly recurring charges incurred during the time you went without service totaling $162.22 from both the canceled account for mobile # ending in **** and your current active account for mobile # ending in ****.
  
  Lastly, because you are a valued customer and have chosen to have confidence in us despite the issues you have encountered, we are also going to credit the subsidy amount, which means you own the device free and clear.
  
  Please accept our apologies for the inconvenience you have experienced. It is our hope that we have rectified this matter to your satisfaction. We look forward to your response to move forward with our proposed resolution.
  
  Kind regards,
  PureTalk

  Customer Answer

  Date: 09/27/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:09/15/2022

  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 called PureTalk to transfer 3 phones from ***** PureTalk salesman informed me that ******* 9+ is not compatable with their system. I would need newer phone. With ******* on the phone I purchased IPhone 11 with auto pay, month plan $ 65.00month I paid up front $ ******, should I cancel or change my mind the phone could be returned for a full refund with in 14 days. Should I cancel after grace ****** I would be responsible for remainder of balance for Iphone 11. I agreed to terms; Iphone and 3 sim cards received. I placed the first sim card into my sons *****, worked with in the hour. I placed the second sim card in my daughters *****, never worked. I activated my Iphone. The follow day I received a message alerting me that the Pixels would be deactivited related to the 3G being obsolete. I called Pure talk and discussed the fact the Pixel was updated and uses the 5G service. I was told I would need to purchase 2 new phones. It was at this point I visited my local **** store and discussed my concerns related to the 3G and Pixel phones. I was informed that the Pixel are compatable with 5G network and dont need upgraded. I left the **** store and notified Pure Talk that I would be cancelling their service. **** request the phone numbers, exported and I returned to **** with my old ******* 9+. The following day: called Pure Talk from the Fed ex store asked for the return address and policy/protocols related to the Iphone11. I did as directed and returned the phone with in ********************************************************************************************************* any way. I received an alert from Fed Ex notifing of delivery from Pure Talk . Called Pure talk and demanded a refund and proof of damage. Pure talk doesnt take photos of damage for proof. I will not be taking delievery of phone. I have proof phone not damaged and I want my refund $249 + 65+55= $369.00. I received refund for one phone line $55.00. Consumer Fraud.

  

  Business Response

  Date: 09/19/2022

  
  Dear **************,
  
  PureTalk sincerely regrets to hear about your experience. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority.
  
  We have reviewed your account and see that your refund request was denied because the device was received damaged with scratches on the screen. Could you please email the photos taken for further review to ******************************* and include your account number or the email associated with your PureTalk account? Once the photos have been reviewed, we will update you on our findings.
  
  
  Regards,
  
  PureTalk Customer Service
  
  cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 09/19/2022

  Pure talk can send me photos of iPhone 11 damage.  Proof of damage to support pure talk claims of screen damage. Proof of damage requested or refund. The burden of proof is on pure talk.

  

  Business Response

  Date: 10/19/2022

  Dear ***************, 
  
  Please accept our sincere apologies for the experience you have had with PureTalk, and if you received anything other than optimal customer service. It is our goal to provide a 5-star customer service experience and we would like to accept the iPhone 11 device as it is and ensure that you receive your refund.
  
  We have sent you a return label for the device to the email we have on file ******************** We are committed to resolving this matter,and once we receive the device, we will be happy to process your refund. 
  
  Kind Regards, 
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:09/09/2022

  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.

  My wife and I made a personal decision to change our cell phone provider. After reading an ad in the **** magazine we decided to try Pure Talk ***. We called Pure Talk, spoke to representative and he assured us after reviewing their cell phone coverage area map that we would have cell service at our home and beyond in our area. So we decided to start an account with them for two phone numbers, one for me, one for my wife and we purchased a new cell phone from them as well. We charged it to our Mastercard on July 30, 2022 for the amount of $328.68, and have since paid that bill off to Mastercard on 8-22-22.We received the new phone around 10 days later, immediately set everything up and *** and behold we didn't have any cell service at our house location, even after they assured us we were in a coverage area. So that begs the question, what good is a cell service that doesn't from your home? Were not going to drive to the nearest high hill and hope it works there, so we immediately decided to cancel their service. They gave us a 30 trial period to cancel them and get a full refund of our money spent. They gave us a 15 day time frame to return the cell phone. We did both well within the time frame. We wiped the phone clean, reset all the settings and placed it back in the original box with everything that came with it.We called them several times asking for a refund of our money. They said there was a lag time on the cell phone of 10 working days, they only canceled one phone line even after being told several times on the phone and in writing that we wanted everything stopped and our money refunded ASAP. After several calls and a letter they finally refunded $30.26 on 8-15-22.and $254.39 on 8-24-22. That still leaves us $44.03 short of being fully refunded and putting this to bed. We want the remainder of our purchase ($44.02) refunded to us as a matter of ethical principal! We called them again about this and we just get the same old run around - frustrating!

  

  Business Response

  Date: 09/13/2022

  Dear **************,
  
  PureTalk sincerely regrets hearing about the experience you have had with your service. Please accept our apologies if you have received anything other than optimal customer service, as this is our top priority.
  
  After reviewing your account, we confirm the remainder of your refund has been requested as of 09/06/2022. Please allow **** business days for this refund request to process.If approved, the refund will be posted to your original payment method.
  
  Thank you for your feedback, as it always helps us improve the PureTalk experience. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)