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:09/07/2022

  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 pure talk on 08/05/2022 and asked for their service they took my credit card info and sent a sim card as i am handicapped i could not install the card and set up my phone i called again and cancelled i found out that they were charging my card even though i did not have service they refused to refund the money i asked for a supervisor; they said no one was available but someone would call me back no one ever called

  

  Business Response

  Date: 09/13/2022

  Dear ****************,
  
  We have reviewed your account, and confirm that the service was not activated, therefore no further billing will occur. A refund of $33.05 has been posted to your original payment method as of 09/06/2022 for your initial order.
  
  
  Please allow 3-5 business days for this refund to process, as your bank 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 ************.
  
  PureTalk Customer Service
  Regards, 
  
  Cc: Better Business Bureau (via BBB Portal)
  

• Initial Complaint

  Date:09/04/2022

  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 was on auto pay on a monthly basis for my phone bill. It deducted ***** out on the 7th of August. I switched carriers on the 17th. I canceled my service with them and asked for a prorated refund. Since I paid for an entire months service and only used a weeks worth of coverage its only right for the company to refund the remaining amount.. They refused and said we dont give refunds. Its plain theft. I tried to ask for billing to talk to them and they said I was unable to. Pure Talk is a crooked business in my honest opinion.

  

  Business Response

  Date: 09/06/2022

  Dear ************,
  
  We regret to hear about the experience you have had with PureTalk.Please accept our apologies for the inconvenience you have experienced.
  
  At this time, we do not provide refunds for unused services, per our Terms and Conditions. Therefore, the August billing cycle is not eligible for a partial refund. Our complete Terms and Conditions may be found here: https://www.puretalkusa.com/terms.
  
  Thank you for your feedback, as it 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 ******************** 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17918458
  
  I am rejecting this response because:
  It is unacceptable. It is theft. You are frauds.You propagate as conservative and family valued yet are none of the sorts. Just because its your policy doesnt make my money your money. Your service isnt good. The quality is not there and to not refund what is rightfully mine is theft. Policy or no policy. Right is right. Wrong is wrong. 
  Sincerely,
  
  ***************

• Initial Complaint

  Date:09/03/2022

  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.

  On Monday evening 8/29/2022, I enrolled in the wireless service offered by pure talk Account # ************. This order #****** included 2 sim cards and a new apple 13 phone. This included 2 day shipping that I paid $10 for. The first month has been charged to my account. I have yet to receive an email that the phone or sim cards have shipped. I have called CS the past 2 days asking why they haven't moved. The answer is always the same they will ship them right out. I don't know if I should continue to wait or go to another carrier and cancel my order, now. If the package was moving I would understand more. 5 days and it's still at the wear house, I just feel like this company is a fraud and a scam and CS is sugar coating me until they hook me good. If I don't have what was promised I would like to go to another company. The last two days of not knowing what is going on just makes me feel like I'm being taken advantage of. This is why people are losing their faith in American businesses.

  

  Business Response

  Date: 09/06/2022

  Dear ************, 
  
  We have reviewed your account and can confirm that your order has shipped via **** tracking number ********************** on 09/03/22. Your order is estimated to be delivered on Wednesday 09/07/22 by 9 PM. Please accept our apologies for the delay and any inconvenience this has caused.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Regards, 
  
  PureTalk ****************

  Customer Answer

  Date: 09/07/2022

  Attached packing slip dated 8/29/2022. I would like to know why it did not ship until I complained to BBB. Even after I had called customer service twice. I was wrong on the charge for shipping and believe I should be refunded this amount of $29.97.  

  

  Business Response

  Date: 09/07/2022

  Dear ************,
  
  Orders are typically processed within 1-2 business days. Then, they are shipped out with the method chosen during checkout. Due to the weekend and the holiday, shipping timeframes have been delayed. Please accept our apologies for the inconvenience you have experienced.
  
  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)
  
  

  Customer Answer

  Date: 10/04/2022

  I contacted BBB about the shipping of my phones when I opened my new account on 8/29/2022. It took 9 days for 3 day shipping but we finally received our phones but 1 of the brand new phones an iPhone 13 was malfunctioning and had to be returned. We were told to send the phone back and wait for the refund before ordering the new one. I now know this was a ploy. When I called today to order the replacement phone I was told I was no longer considered a new customer and couldn't get the phone for the same price as before $654, it would be full price now $729. A $125 discount for new customers on new phones. It would take ***** hours for a supervisor to call me back. I told her I felt sorry for her and I would be filling a complaint with the BBB and to have a good day. I had a job and couldn't wait to be called back, I would be looking for another carrier because I have learned my ****** with this company. Unless they can give me a reason to stay.

  

  Business Response

  Date: 10/10/2022

  Dear ************,
  
  We regret to hear about your experience with PureTalk thus far, as this is not the experience we'd hope for you to have. Please accept our apologies for the inconvenience you have been caused.
  
  We are committed to resolving this issue and are happy to offer you the device at a reduced rate to make up for the device subsidy as long as you continue to meet the subsidy and plan requirements: remain on the $55 Unlimited Talk, Text, and Data + 15GB hotspot plan or $65 Unlimited Talk, Text, & Data + 25GB hotspot plan for the duration of 30 months, remain on autopay, activate the device within 30 days, and agree to the conditional sales agreement. Could you please provide us with a contact phone number and a good day and time to reach you to place your order?
  
  We will be awaiting your reply. 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
  
  Cc: Better Business Bureau (via BBB Portal)
  

• Initial Complaint

  Date:09/02/2022

  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 oredered a replacement phone from them , afer 4 hours of tech support trying to set it up, they told me to put it back in the box and send it back for a refund. I sent it back the very next day , I called them on 8/25 to see where my refund was since i was told on the 18th it was being processed , it was not processed and I am still waiting for my $250 to be refunded, i checked again and nothing. I am sick to death of companies pulling money out 2 seconds after a transaction but it takes forever to get your money back. I had to buy a phone so I have 500 tied up into phones because they want to take their time or because someone forgot to do their job. I want my money back...3 days should be the limit. Its not my fault their phone was faulty and their tech agents said it was bad to send back. I feel like I am being punished here.

  

  Business Response

  Date: 09/06/2022

  Dear ****************,
  
  We regret to hear about the experience you have had with PureTalk thus far. Please accept our apologies for the inconvenience you have been caused.
  
  After reviewing your account, we confirm the refund is currently processing. The latest update from our Warehouse is that the device was returned with a passcode. The passcode to unlock the device has been provided, we should receive an update shortly. Once the device has been unlocked, tested, and reset the refund will continue processing and should post to your account within **** business days, if approved.
  
  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 Answer

  Date: 09/20/2022

   
  Complaint: 17897507
  
  I am rejecting this response because:

  Today marks one month since i sent the device back, when they responded to me because of you they said ***** days, I sent everything back just like the representatives told me to the night they said to just put everything back in the box and we will send you a return slip , make sure it is in the original packagaing, IT WAS !!!!!!
  I have not received my ****** refund yet.

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

  

  Business Response

  Date: 10/03/2022

  Dear ****************,
  
  Please accept our apologies for your resolution taking longer than expected, as this is definitely not the experience we'd hope for you to have.
  
   After reviewing your account we can confirm that the device return requirements were not made clear to you. As a result, we will happily accept the returned device as is because we strive to provide complete and detailed return instructions and a timely resolution. A refund has been issued for your device on 9/30/2022 in the amount of $249.09. The refund should post to your original payment method within 5-7 business days. It is our hope that we have resolved this matter to your satisfaction.
  
  
  Kind Regards,
  PureTalk
  
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:08/31/2022

  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.

  Started the process of porting my cell phone numbers from Pure Talk to ******* 4/20/2022. Pure Talk had problems during the process. The problems delayed the actual porting two days later to 4/22/2022. Since 4/22/2022 was the first day of the billing cycle, I got charged for the billing period 4/22 - 5/22 ($93.20). After waiting for a refund and never receiving it, I called Pure Talk in June. The representative stated he saw where I started the process two days prior to the billing cycle and told me I would be receiving a credit. After waiting again for the credit to post and not receiving it, I called several times in August and was told they could not provide a refund even though I was told I was getting one by the representative in June.

  

  Business Response

  Date: 09/02/2022

  Dear **********************,
  
  PureTalk sincerely regrets to hear about the experience you have had. Please accept our apologies if you have received anything other than optimal customer service, as this is our top priority.
  
   A refund of $93.20 has been posted to your original payment method for the April billing cycle. Please allow 3-5 business days for the refund to process, as your bank 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)
  

  Customer Answer

  Date: 09/06/2022

   
  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:08/31/2022

  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.

  On Saturday August 27, I ordered a new phone and service with PureTalk. I did so based on a sponsor referral. I had really wanted to try the service. During my purchase I also paid for overnight service, which was an uncharge. The phone didn't ship for two days because they do not tell you it takes that long to process an order. I would have ignored this but I had a broken phone and we needed it right away. The phone that arrived was supposed to be brand new but would not charge or turn on. I had to have 5 calls with customer service and tech support before they send a label to return the phone. they were then supposed to send me a new phone. A day later I had not heard from them. I reached back out and then they informed me they would not send a new phone until they received and inspected the old one. I was not told this by customer service but luckily I sent it quickly. Even still a rep told me it would likely take **** days before they would even looked at the returned phone and until all that was processed they will not send out a new one. I am looking at likely two weeks of paying for service and no phone. **************** has been atrocious. Almost no one has showed any type of care, understanding and most of all urgency to get this resolved. All I get is comments saying they will make notes but no one does anything to resolve this. I realize companies have processes but you have to work harder than this if you are in the customer service business. I have been uncharged for overnight, which I did not receive. I have also now been paying for service I do not have. When I brought this up to customer service again I was told they would make notes but no credits have been issued to this point.

  

  Business Response

  Date: 09/02/2022

  Dear ******************,
  
  We regret to hear of the experience you have both had with PureTalk thus far. Please accept our apologies for the inconvenience you have been caused.
  
  Once the returned device has been received by our Warehouse, it will be examined to ensure the device is defective. After this process has been completed, the replacement phone will be shipped. After reviewing your account, we can confirm a credit has been applied for the $15 overnight shipping charge and a free month of service has been added to your account.
  
  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 Answer

  Date: 09/02/2022

   
  Complaint: 17805267
  
  I am rejecting this response because: The returned phone is currently in the possession of PureTalkUSA and has been in their possession in excess of 48 hours. I purchased a phone from PureTalkUSA, and that phone was inoperable, therefore I returned that phone. As in most business situations a company will either refunded the purchase price so the buyer can re-purchase another item or they will exchange the inoperable one for a working replacement. This is the desired outcome and unfortunately this has not happened. Sadly this whole process would take less than 10 minutes to correct. Similarly if I just bought new tires, and once I drive away a tire is flat, I would not expect the tire to company to tell me they will check out the that tire in a week or so and if they saw the tire was flat it would be replaced. I have a feeling employees of the company would have the same expectation in my shoes. I appreciate the company trying to remedy the situation by offering these credits, this is very generous and needed. Sadly, my time without possession of a working phone could be in excess of these given credits since I have been given no timeline of when to expect a replacement. It is for this reasons I am rejecting this response. If PureTalk USA would be willing to ship me the ordered phone as soon as possible I would be very happy to withdraw all complaints and reviews. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/13/2022

  Dear *****************,
  
  We understand your frustration. Please accept our apologies if you have received anything other than optimal customer service, as this is a top priority.
  
   After reviewing your account, the iPhone 12 has been tested and is confirmed to be defective. The replacement device has been processed and shipped. You will receive a separate email with your tracking information.
  
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards, 
  
  
  PureTalk Customer Service
  

  Customer Answer

  Date: 09/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I found the response time to be slow, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/29/2022

  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 opened a plan with pureTalk back in July 2023 and leased an iPhone 13 with them as well along with my plan. Ive been paying 64 dollars a month for both, but this past week in August 25 2023 my phone was blacklisted and they arent sure why. Ive called multiple times to try and get answers but no one can seem to help me. They wont let me send the phone back and cancel the plan either. Nor will they give me a refund even though Im paying for a service Im not able to use. I cant make calls, use the internet , or anything unless Im on Wi-Fi . I called apple as well to see if they could see if there was something wrong specifically with the phone and they said the phone was fine. It seemed the issue was in puretalk end. But they wont let me cancel my plan ! Without paying in full for the phone I cant even use. I even offered to just keep paying for the phone but not the service plan. Please help

  

  Business Response

  Date: 08/31/2022

  Dear ****************, 
  
  PureTalk regrets to hear about your experience. Please accept our sincere apologies if you received anything other than optimal customer service as this is our top priority.
  
  We have reviewed your account and see that your financing status shows it is in good standing in our system. The blacklist status on your device was not requested by PureTalk. The hotline on your account was removed, and according to our records, you are now able to use the service
  
  A ticket has been submitted to investigate this matter further and a request has been initiated to remove the blacklisted status from your device
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
   Regards,
  
   PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17795378
  
  I am rejecting this response because:

  I have placed many calls to your company to figure out what is going on . Ive been told multiple tickets have been put in to fix the issue about my phone being hot-lined and blacklisted. However, I was originally told the issue would be taking care of in ***** hours and it wasnt. I was even told once if PureTalk could not figure out the issue I would have to contact apple myself on the issue even though I bough the phone from Puretalk. I decided to contact apple on the subject and they told me the phone has never been reported lost or stolen. Which means it was done by puretalk If it truly has been reported stolen at all. Which shouldnt be possible because Im leasing the phone as new. The phone was provided by you and so was the phone number. This service is outrageous and Ive been run in circles over and over and basically told to wait and be patient even though Im paying you money. I even went as far to ask to return the phone and cancel my plan where I was promptly told I would have to pay full price for the phone if I did that. But the phone you provided me is non functional for a reason I did not cause. Therefore I am not legally obligated to continue to pay for the service. I want to return the faulty device, cancel my service, and receive a full refund.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/07/2022

  Dear ****************, 
  
  Unfortunately, you do not qualify for a device return or refund as you are outside of our 14-day return policy. Please accept our apologies for this inconvenience.
  
  We have reviewed your account and can confirm your service has been canceled and your financing agreement for $898.03 has been completed.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  
  Regards, 
  PureTalk ****************

• Initial Complaint

  Date:08/29/2022

  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 asked for my service to be increased to provide a HOTSPOT when I moved, and was charged the increased rate but the HOTSPOT was not able to be activated. There was a lot of difficulty and stress around this, including the insistence that I agreed I would not be able to ask for the first month of service to be cancelled and refunded. BUT I NEVER RECEIVED THE INCREASED LEVEL OF SERVICE!!!! Multiple attempts to resolve issues wound ** in further upset and nobody with authority to restore my former level of service ever communicated with me. Then I received notice that they withdrew payment of $55 for a new month of imaginary HOTSPOT services instead of putting me back to my $20 original plan like I requested repeatedly. When I call, I am told that I can be put on a less expensive plan but I cannot be put back to my previous rate-- so this botched attempt at boosting my service was turned into an excuse to permanently charge me $25/month instead of $20 (unless I get another person to add a line to my account, then I get my former regular fee returned-- which is extortion). Also, they will keep the excess funds they never should have withdrawn if I leave their company because their policy is to just "credit my account" and not refund me-- which strikes me as outright criminal!!! I said repeatedly on different days that I will report them for conning me into a forced higher rate and they apparently do not care, so the years of having me as a customer are apparently meaningless. I am beyond outraged. Their poor customer service people have to explain these criminal policies with apologies and sympathy, but the managers have taken ZERO responsibility for handling my case-- and I HAVE BEEN ROBBED!!!!!!!

  

  Business Response

  Date: 08/31/2022

  Dear ******************, 
  
  We regret to hear about your experience with PureTalk thus far. Please accept our apologies if you received anything other than an optimal customer service experience as this is our top priority.
  
  At this time, we are only able to guarantee that the hotspot feature will work with iPhone models 6S and above. We cannot guarantee mobile hotspots will function for all Android devices. Our $20 Unlimited Talk & Text + 2GB Data plan is no longer available for single lines of service. We do sincerely apologize for this inconvenience. You may downgrade your service plan through your account portal online at www.puretalkusa.com/account/login.Once you have signed in, select the "Plan" tab and select *************** Plan".
  
  If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17794718
  
  I am rejecting this response because: It was a lame apology explaining AFTER THE **** that I permanently lost the low rate of service, even though the technician switching me to access a HOTSPOT seemed to think my kind of phone should work.  At NO POINT was I told before proceeding that if they failed to provide the HOTSPOT it would result in a PERMANENT INCREASE in my rate!!! I also spoke repeatedly and wrote to be returned to my lower level of service YET THEY PERSISTED IN KEEPING ME AT THE HOTSPOT RATE and now REFUSE to refund me so I can take my business elsewhere.  I have not yet called in to deal with this again, as I was waiting to see if they would do right by me.  Instead, as you can see, they simply explain that they cannot help but s**** me because that is the way their policies work. The only option they give me here is to accept (with apologies) formally signing up for the higher rate or leaving myself at the even higher present rate for the HOTSPOT that's never going to happen.  Or I can terminate with them having them hang onto the excess money they never should have taken.

  My first thoughts after reading their response to me was that I should file a criminal complaint with the police, because after refusing to respond to me following the initial trouble, they basically STOLE MONEY FROM MY ACCOUNT for the following month-- with all of the details in my record including my immediate request (then demand) to be taken off the high rate for the failed HOTSPOT. This matter has entered the CRIMINAL domain, and I am shocked and appalled (as is everyone I relate this to) that they would persist in abusing a customer who used services in good faith for years, only to have it come to this. 

  Furthermore, instructing their customer service representatives to enforce a policy change that I was never informed of until too late, meaning they have to apologize for an outrageous policy that requires me to be permanently barred from the rate I had following a company failure (through no fault of my own), shows me this company sets its workers up to be subject to many more clients like me who are exacerbated by their corporate scamming. Shame on them. 

  I will NOT call to arrange myself into a permanent higher rate-- nor should Pure Talk persist in keeping the excess money they took for service never provided.  I am beyond outraged that a simple matter like this seems to be unresolvable when it should be perfectly SIMPLE: the attempt to provide a HOTSPOT didn't work, so I should quietly and easily have been reverted to the standard of service I was using-- having never been told in advance that any ATTEMPT at changing would PERMANENTLY result in raised rates. 

  The quality of the message looks like a machine spewed it out, absolutely devoid of human sensibility regarding the long term impact of dealing with a customer in this manner.  **********************, WHAT ARE YOU THINKING?  I am a HUMAN BEING and I have been dealt with Very Badly!!!  The quality of your "apology" is positively insulting, with no actual solution provided.  Having me put the OK on a permanent rate increase is NOT a solution-- and it makes your "apology" come across as SLEAZY. 
  
  Sincerely,
  
  ************************* *******

  

  Business Response

  Date: 09/06/2022

  Dear ****************** *******, 
  
  We regret to hear about the experience you have had with PureTalk thus far. Please accept our apologies for the inconvenience you have experienced.
  
  After reviewing your account, we see that it was grandfathered into being eligible for the 2GB service plan with only one line of service. Since the plan was upgraded, the 2GB plan is no longer available as a one line account. The plan may be downgraded at any time either by logging into your Account Portal and selecting the 'Plan' tab or by calling into our ****************************
  
  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
  

• Initial Complaint

  Date:08/25/2022

  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 called Pure talk cell service to get a new ************ plan. I have impeccable credit with a 800 score and was refused to purchase the iPhone and the gentlemen I was speaking to didn't know whey they refused me the phone.I'm not very happy giving out mu SS and credit info and then denied the credit!*********************

  

  Business Response

  Date: 08/29/2022

  Dear ************, 
  
  PureTalk sincerely regrets hearing about the experience you have had with our services. Concerning your credit application,our system does not specify why a customer may be denied in-house financing for security purposes.
  
  We do also offer third-party financing options through Affirm. You may visit our website at www.puretalkusa.com, select a device and plan, and proceed to checkout to check eligibility through Affirm.
  
  Thank you for taking the time to provide feedback,which has always helped 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:08/22/2022

  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.

  Puretalk explained my 4g device would no longer work and I had buy a new phone. I did buy a new phone for $750. They also said I needed to upgrade my somcard. The phone had issues making calls and texting once the simcard was changed. They continued for a month. They issues a new simcard once again. Still the same issues persisted. They told me it had tk be my device and I needed to contact ******** Instead I went with service from **** on the same device. Wow! Service works and so does the phone. I requested to have 2 months refunded back. They said they would submit a request. They came back said they would do a month $35. I said no for all the trouble and having to switch and now being stuck with a $750 phone to pay for I was not accepting that as I got the phone through puretalk to stay with them. The brush off attitude and theft of my money for service I could not use is unacceptable. I'm no longer a customer so they basically have told me to bug off.

  

  Business Response

  Date: 08/24/2022

  Dear ****************, 
  
  We regret to hear about the experience you have had with our services thus far. Please accept our apologies if you received anything other than an optimal customer service experience as this is our top priority.
  
  Your refund for the amount of $108.72 for two months of service has been posted back to your payment on 08/23/22. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards,
  
   
  PureTalk Customer Service
  
  Cc;********************** (via ******************** Portal)