Complaints

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

• Initial Complaint

  Date:08/20/2022

  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.

  Feb 20, 2022 we ordered and paid $117.31 x 2 for 2 new phones ($234.62) plus shipping ($27.68) a monthly fee $86.26 x 4 months Feb - May ($345.04) for 2 ***** G20 128GB Glacier phones that did not work from day one out of the box. We tried to be patient an give them a chance. This company does not have any online support - you need to call ************ and wait on hold for 2 or 3 hours or more for each phone call only to be transferred to someone else who cannot help and finally get yet another phone ************ to call and wait on hold another 2 plus hours another day. You cannot reach them ever and then we sent the phones back and forth to ***** in FL in April because the phone could not make nor receive calls (***** says its Puretalk - Puretalk says its *****) and neither cared we didn't have phones that worked and we incurred another $80 expense for a prepaid phone until we go the phone back which still didn't work - either way on June 2, 2022 we decided we had enough and went to another carrier and then we were told we broke our contract and had to pay an additional $95.40 x 2 ($190.80) . We only agreed to the initial credit and to sign up for the 2 years because of the radio commercial endorsements - which we now find are a joke. We would like to be reimbursed for our expenses since we in good faith paid for products that never worked from day one - what is the point of having a cell phone if you cannot make nor receive any calls? We would like a refund of $878.14 plus the cost to cover the hours we spend on hold borrowing a friend's phone that we will never get back to resolve this. It took 4 hours at least a week x 16 weeks x $15 an hour ($960) for a grand total $1,838.14.

  

  Business Response

  Date: 08/30/2022

  Dear ************************, 
  
  We regret to hear about the experience you have had with our services. 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 unable to refund your devices and service plans as you are outside of our 14-day return policy. Per your conditional sales agreement, if service is canceled before the 30-month agreement, you will be responsible for paying the remaining balance for your devices as well as the subsidy amount. As of 06/03/22 the subsidized amount of $190.80 was paid for both phones and your phone lines **** and **** were ported out to another carrier on 06/02/22.
  
  If you have any further questions or concerns,you may contact our *************************** at ************. We are also available via email correspondence at *******************************.
  
  
  Regards,
   
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17681862
  

  We are rejecting this response because: we understand what Puretalk  says is their policy stating its outside the 14day and 30month agreement yet the phones DID NOT WORK PROPERLY OUT OF THE *** and we went back and forth for 3 months in good faith with Puretalk and ***** to obtain service for phones that worked.  We are asking for an exception to this 14day rule as we worked in good faith for 3 plus months for services never received.  We asked both ***** and Puretalk  during that ************************************************************************************* try that and be patient.  We are patient!  Listen to the tapes - neither ***** nor Puretalk held up their end of the bargain.  Adding to our frustration is that you can never get ahold of anyone without being on hold for at least 2 full hours any time you called. Then you send your phone in for service as a last resort that still doesn't work when you get it back - during that time you are without a phone for three weeks - go listen to the tapes of our multiple phone conversations and our frustrations leading up to and during that time when we left and got a new carrier altogether on 6/2. We do not agree with this decision and believe we are entitled to a refund on the phones and services we purchased in good faith yet never received nor honored.  Puretalk did not live up to their end of the bargain and we believe we should be reimbursed for their lack of products and services that we paid yet never received.  In the 35 or so years we've had cell phones we've never experience a non-responsive company like this and wish to be reimbursed for the products and services never received.  
  
  Sincerely,
  
  ****** And *********************************

  

  Business Response

  Date: 09/06/2022

  Dear ************************,
  
  Both devices included a 14-day return policy and a one-year manufacturer's warranty. As the devices were not returned during the return policy, they are not eligible for refunds. Since the devices have been paid off, we recommend contacting ***** directly for any applicable device repair or replacement. They may be reached directly online by going to https://www.nokia.com/phones/en_us/support
  
  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
  
  ************************* (via ******************** Portal)

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17681862
  
  We know we are starting to sound like a broken record - we are rejecting Puretalk's response because PureTalk is a scam and acts in bad faith. They prey on innocent people to get their business and then never uphold their end of the bargain like a ponzi/pyramid scheme - either way, you're always the one holding the bag and its not fair.  We believe we are entitled to a refund for services we paid in good faith that were never delivered. We worked with Puretalk and their ridiculously long hold times, then once we got ahold of someone we always asked if there was any way to send us a new phone that worked each time we called well within the 14-day day grace ****** -each time we spoke to someone, no one would give us that option - they kept saying try this or try that and within those 14 days they made us wait a week (of course the warranty is expired by then) for a new SIM card and that didn't work do of course you're out of warranty.  Then we'd have to call back and start all over again - listen to the tapes (well, by now I'm sure both Puretalk and ***** conveniently deleted our calls since we called them just about every day after begging my sister or a friend to borrow their phone to make those calls)  - we kept calling Puretalk and asked them to exchange our phones for different phones that would work on their network each time we called.  Even within the 14 day ****** - Puretalk always told us we had to pay more for a new phone - what's the point in that? Believe this is how the ponzi/pyramid scheme works - Puretalk knows they sold us inferior phones that wouldn't work so we were behind from day one - then they'd hope to get more money from us to get us "new" phones that would work -  I'm positive the new phones we'd be paying extra for still wouldn't work and why we hesitated in doing that and just wanted a equivalent replacement - convenient Puretalk never had an equvalient phone in stock and why we tried very hard to be patient, understanding and work it out those 3 months.  Puretalk always had an excuse to  try this or try that knowing full well they kept us on the hook well past the 14day return ****** or pay even more to exchange within that 14 day ****** - conveniently never had the phone we needed in stock - that's how I believe they worked in bad faith and this ponzi/pyramid scheme - we deserve a refund for their phones that never worked from day one and being victims to their scheme.   Puretalk should be ashamed of themselves selling inferior products and having zero customer service (again we believe part of a ponzi/pyamid scheme) - we believe they are a scam and have it down pat with these ridiculously long hold times to get ahold of anyone so of course you're out of warranty out of the gate - add the fact they have NO online support whatsoever and now after 3 months of back and forth trying to do the right thing we had to pay them even more money for services not rendered to get out of their "contract" or they wouldn't release our phones and now they won't consider sending us a refund or partial refund on the phones that never worked out the gate? Any reputable company would really truly be sorry for their lack of service and inferior products and try to compensate you for your loss.  Puretalk just doesn't care - they've got your money and will move on to the next and continue to work in bad faith with this ponzi/pyramid scheme or whatever you want to call it unless someone stops them - in the meantime, if that's not true, Puretalk needs to step up and be accountable for the irrrisponsible way they handled our account and look into refunding us all or part of our money.  In the meantime, please rest assured we've warned everyone we know about Puretalk - our friends have all switched to the bigger carriers when they needed new phones with the 5G upgrade and won't even consider Puretalk given our experience. 

  Better Business Bureau - please contact us if any class action lawsuit if one is made against Puretalk  I'm sure we are not the only ones out the $1,000+/- with Puretalks's ponzi/pyramid scheme. 
  
  Sincerely,
  
  ****** And *********************************

• Initial Complaint

  Date:08/18/2022

  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 My Or June of this year my wife and I decided to trnsfer from ******* for our cellular phone use to Pure Talk because ******* costs were going up do to 5G upgrades. Pure Talk was less expensive. We purchashed 2 cell phomes from Pure Talk. After receiving them we could not for some reason get the new phones activated. I trie for over 2 weeks and after the frustrations of being transferred from one so called expert to the next and having to go over each time the same problem with no results we mailed the phones back to Pure Talk Waited for our refunds finally a refund of $84.+ was credited to our account but not the more expensive one of $300.++ each time I called the answer was we haven't had time to look at and check this other phone. They woul NEVER call me back to tell me anything. Finally they requested me give them the Pin # to open it. I did than nothing 2 more times I called and they said the Pin # was incorrect. I asked if it was incorrect how did you open up the first one since I only use the same Pin # ? They answered they didn't know but that they couldn't open the phone so it was returned to me, the phone not my $$$. Their last comment was the problem to open is "nowt ours it's now yours". What am I supposed to do with a phone I won't use. Pure Talk keeps talking about their great **************** yet they leave us holding the bag. When you call the same 5 questions are asked then no Pin # no $$$. They don't even have a n email address so you can tell your problem to someone else then their script reading **************** people.

  

  Business Response

  Date: 08/22/2022

  Dear Mr. and ******************,
  
  We regret to hear of the experience you have both had with PureTalk. Please accept our apologies for the inconvenience you have encountered.
  
  After reviewing your account, we confirm the device was returned with a passcode. Since we were unable to obtain the correct code, the ***** G50 was shipped back to you. Once the device is unlocked and the security passcode has been removed, it may be returned to PureTalk and the refund will continue processing.
  
  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: 08/22/2022

   
  Complaint: 17735524
  
  I am rejecting this response because: As I said they refunded using the *** CODE for our first device but suddenly can't use the same Pin code even though they were the same exact pass code. How am I an 83 year old supposed to figure out something Pure talk and their expert employees can't ? When I went back onto their website and looked up my Pin code it was the exact one I had given over and over.I ALWAYS use the same *** CODE, *************************
  
  Sincerely,
  
  ***** And *******************************

  

  Business Response

  Date: 08/30/2022

  Dear Mr. and ******************,
  
  On 08/02/22 our **************** called to discuss the pending device refund. You were advised that we need a passcode in order to unlock the phone. The phone was returned to you on and received on 08/11/22.  Once the device is unlocked and the security passcode has been removed, it may be returned to PureTalk and the refund will continue processing.
  
  If you have any further questions or concerns, you may contact our **************** department at ************. 
  
  Regards, 
  
  PureTalk ****************
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:08/13/2022

  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 7-21-22 attempted to purchase 2 phones from Pure Talk on website. Entered info and selected to have payment through Afirm, not card added for account. When order submitted the card was charged and never went to Afirm. Contacted CS immediately and order canceled. Was told refund would be in 3-5 business days. CS also explained process for Afirm. On 7-24-22 attempted to purchase phones again using instructions given. Card was again charged for phones not Afirm. Contacted CS and had order canceled again. Phones NEVER shipped. Orders canceled within 30 minutes of submission. At 6 business days from first order, no refund. Called CS and was told it was **** business days. On 8-10-22 called CS again, was told nothing CS could do and request for a supervisor to call was made. Supervisor NEVER called back. At 16 days (8-12-22) called CS and was told Warehouse did refunds and they were "backed up" for refunds. This is over $3200.00 I have been struggling to get back for phones that were never packaged, let alone shipped. I was also told the refund was still pending and the refund order was "expedited". Was also told I could call back in a few days to see if anything had been done to fix the issue.

  

  Business Response

  Date: 08/16/2022

  Dear ******************, 
  
  PureTalk regrets to hear about the experience you have had with our service. Please accept our sincere apology if you have received anything less than optimal customer service, as this is our top priority.
  
  We have reviewed your account with management and expedited your refund. We can confirm your refunds of $10.68, $1829.06 and $1401.06 have been posted back to your payment card on file on 08/15/22. Please accept our apologies for the delay and the inconvenience this has caused.
  
  If you have any further questions or concerns,you may contact our *************************** at ************.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 08/16/2022

   
  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.  However as of close of business today, only the $10.68 refund has been received.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/12/2022

  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 have had this phone *** for over 4 years. I knew in Feb. 2022 that the old phones would no longer work. So I calledthe company and told the lady that I needed a new phone that would work on this new 5G. She picked out the phone because i Didnt know which would work. That was in Nov or Dec of 2021. At the end of Feb the phone stopped. Itried to call them several times. It would take from one to two hours to get a operator. When i finally got one on the phone and told them my problem they would transfer me over to there tech support. Then the phone would get disconnected. I tried this for several days and never was able to get any help. I thought that the call was disconected by accident but I believe that they done this on purpose. So I finally had enough. I went to anouther phone *** They charged me 21. 67 for March and April so I want this money back.Also I want the ***** they charged me for the phone that did not work.It was a ***** Model TA-****. I have sent them several letters and they wont even reply . So I hope you can help me with this

  

  Business Response

  Date: 08/15/2022

  Dear ******************,
  
  We regret to hear of the experience you have had with PureTalk,please accept our apologies for the inconvenience you have encountered.
  
  Concerning the ***** ****, this device is not eligible for a refund as it is outside of our 14-day return policy. The March billing cycle is not eligible for a refund, as refunds are not provided for unused services per our terms and conditions. The account was closed prior to a payment for the April billing cycle. 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 regarding this matter,you may contact our *************************** at ************.
  
  Regards,
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:08/11/2022

  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 June 17 I was charged $167.93.That charge was for a new ***** G10 and a month s service.The phone was suppose to be new but had a pin code set .I did not set a code because I could never access the phone to do so.I sent phone back to pure talk and they kept it for a month .No communication from them other than me calling numerous times.They returned the phone saying bI set the code and now will not refund my money.This was a defected phone and I can not use it.They also charged me July 17 for another month of service that I didnt even have a phone to use.I want a full refund from this company.My account number is ************

  

  Business Response

  Date: 08/12/2022

  Dear ********************,
  
  We regret to hear of the experience you have had with PureTalk thus far. Please accept our apologies if you have received anything less than optimal customer service, as this is our top priority.
  
   After reviewing your account, we confirm the device was sent back to you due to being locked with a security PIN or passcode. We recommend contacting ***** directly to have the device unlocked.Once this has been completed, you may send the device back to **********************, and we will be happy to continue processing your device refund.
  
  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:08/11/2022

  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.

  We were hoping to save money on our monthly bills and had heard *********************** recommend Pure Talk ***. We live in the mountains with no nearby cell towers so need the **** calling feature to use cell phones at home. The internet said that Pure Talk supports **** calling so I called them. The salesman said they do in fact support **** calling so I signed up. They sent us two phones and I called Pure Talk Tech Support to activate the phones. The lady then said that I cannot be a Pure Talk customer because of my zip code and that there is no service. I asked why they advertise **** calling if they don't. For two days of calling customer support, no one could or would explain why they say the support **** calling. So I gave up and said I will return the phones. I have ***** proof of delivery on 7/22/22 and they told me I would be reimbursed 7 to 10 business days after the return of the phones. When that didn't happen I called and they said that the inspection to ensure the phones were like new and in original packaging had just been approved on 7/26/22 and that everything was fine and that I would get reimbursed **** business days after that. I never got my money back on 8/10/22 either. I checked today and still no refund. They said their refund department is running behind. What does that tell you?

  

  Business Response

  Date: 08/15/2022

  Dear ******************,
  
  We regret to hear about the experience you have had concerning your service. At this time, we are only able to guarantee that the Wi-Fi calling feature will work with iPhone models 6S and above. We cannot guarantee Wi-Fi calling will function for all Android devices.Please accept our apologies for this inconvenience.
  
  We have reviewed your account and can confirm your refund of $42.24 has been posted back to your payment card on file on 08/11/22. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards,
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17703922
  
  I am rejecting this response because:  I did not receive the entire refund due to me.  Pure Talk *** withdrew $52.23 from my bank account on 7/14/22 and only refunded me $42.24.  I spoke yesterday to a customer service representative (named ***** at extension ****) who informed me that the difference was for shipping and handling.  I will not pay for this due to the none of this problem was my fault.

  In regard to the phones not being designed to perform WIFI calling stated in the PureTalk response, I ask: Then why did you supply the incorrect phones in the first place?  I was specific when i signed up that I needed WIFI calling.  Your company should not advertise and state that you support WIFI calling when you don't.

  I would like this issue to be corrected in a timely and ethical manner.  Please do the right thing
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/17/2022

  Dear ******************,
  
  Concerning your rejection of our response to the Better Business Bureau complaint
  
  PureTalk does not refund shipping costs. This is PureTalks policy and our device return policy can be located at https://www.Puretalkusa.com/return-policy  Return shipments will be mailed back at the customers' expense. 
  
  Should you have any further questions or concerns regarding this matter, please contact our *************************** at ************
  
  Regards,
  
  PureTalk Customer Service
  
  ************************* (via ******************** Portal)

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17703922
  
  I am rejecting this response because:  Satisfied customers do not need to return items unless they are dissatisfied.  If I had ordered the wrong phone, I would gladly admit my mistake and pay for the return.  This is a case where every aspect of this transaction went bad due to PureTalk USA.  I would suggest that PureTalk review its customer relations positions and make changes to improve their "B" rating with the BBB, which should be much lower in my opinion.  Reluctantly, I will drop this matter but will tell all my friends and family about my experience with PureTalk USA.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2022

  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 Friday August 5th @ ****, I called Pure Talk *** in order to have my husband's number changed due to the amount of spam calls he was getting. After verifying that it is his number to be changed, they changed mine. They stated that they are not sure if they can give my number back. They hung up on me close to 10 times while trying to get my number back. On Monday morning after getting hung up on twice, I was told that there are no managers available to take my call. There were no managers available on Friday either. I am assuming they have zero managers. My number has not been fixed as of yet on Monday morning @ ****.

  

  Business Response

  Date: 08/09/2022

  August 9th, 2022
  
  
  Ms.*******************
  1330 ************************
  Azie,** 76020
  
  
              Re: Better Business Bureau Case#********
  
  
  Dear ****************,
  
  We regret to hear about the experience you have had with our services thus far.Please accept our apologies for the error on our behalf.
  
  We have reviewed your account and confirm your number has been changed. A member of leadership contacted you on 08/08/22 to confirm the error was corrected.
  
  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:08/04/2022

  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 July 20, 2022 called Pure Talk to discuss switching to them and was told both our phones would work on their system. Rep sold us a plan that wasn't right, so called again to cancel that one and choose a better plan for us. Was told we would receive a full refund of the $38.25 charged initially but only received a refund of $34.26. When we received the *** cards two days later from PT, learned one of our phones wasn't compatible with their system after all and we had to buy a new phone. Rep said not their problem even though they had told me the phones were compatible. Given credit of $40 towards our bill even though had to spend $167 for the new phone. Yesterday discovered my phone also not working, *** said no longer compatible and so I am forced to buy another new phone for $188. This is terrible misrepresentation, bait and switch. It will take 9 months to break even when we thought we would be saving money each month. Question: will the phones we were forced into purchasing be incompatible next month or a few months down the road? What is their responsibility to guarantee compatibility? I think we should have free service for the 9 months it will take us to recoup the cost of the new phones.

  

  Business Response

  Date: 08/04/2022

  Dear ******************,
  
  We regret to hear about the experience you have had with our services thus far. Please accept our apologies for any miscommunication regarding your device's compatibility and for the inconvenience this has caused you.
  
  Devices must be 4G or higher, VoLTE capable,utilize a GSM network, and fully unlocked to be compatible with PureTalk service. The ******* A03s and ***** G10 will remain compatible with our network as they both are 4G and VoLTE capable
  
  Unfortunately, we are unable to apply 9 months of service credit to your account.  Thank you for taking the time to provide feedback as it always helped us to improve the PureTalk experience.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17669071
  
  I am rejecting this response because Pure Talk does not address the approximately $350 we had to spend to get new phones after we were told our phones were compatible with their system. It isn't just an "inconvenience," as they put it. We are out real money because of their "miscommunication." Pure Talk needs to give us a large credit to offset the amount we were forced to pay because of their error. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/08/2022

  Dear ******************,
  
  Unfortunately, we are unable to apply credit to your account for your new device purchases. We understand your frustration and sincerely apologize for the miscommunication on our behalf. 
  
  Devices must be 4G or higher, VoLTE capable,utilize GSM network, and fully unlocked to be compatible with PureTalk service.  Our records show that you requested a refund for a return device. A pending device return ticket was submitted.Please check you emails for further information.
  
  To be eligible for return, devices must have been purchased directly from the PureTalk website or a **************** Representative.Customers have 14 days from receipt of the device to contact **************** at,**************, to obtain a valid Return Authorization. The device must be postmarked within 14 days from receipt of the device to be eligible for a refund. No refunds will be granted or returns accepted after 14 days from customer receipt. ********************** is not responsible for lost or mishandled returns.We recommend that you use a shipping service that provides you with a tracking number. Return shipments will be mailed back at the customers' expense. Any returns shipped with "postage due" will be refused and returned to sender.
  
   The device must be returned in its original package with all original components including but not limited to: handset, box, charger, battery, battery cover, manuals, and accessories undamaged and in like-new condition. All items must be free from cracks, scratches, liquid or other damage, free from engravings or items fastened that alter the original out of box appearance. Devices that are returned to us with damage will not receive a refund and will be shipped back to the customer.
  
  Prior to returning your device, all personal data should be erased and all security features should be disabled or removed. Activation locks must be disabled (ie; Find My iPhone and Android's Find My Device). If you attempt to return a device with the locks in place your return will not be accepted.Please refer to your device manual for instructions.
  PureTalk does not exchange devices. If an exchange is necessary you must
  follow the instructions for returning the handset and purchase a new one. SIM cards are not eligible for returns and/or refunds.
  
  Regards,
  PureTalk ****************

  cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17669071
  
  I am rejecting this response because there is no change from the first response. At this point, I won't attempt any further resolution, since it is obvious Pure Talk will offer nothing. Rest assured I will let everyone I talk with know of my awful experience with Pure Talk.:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/27/2022

  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.

  This has been the worst experience I have ever had in switching to a new phone carrier! I ordered two phones from Pure Talk, one for me and one for my wife. We received both phones on Monday, July 25, 2022 and after activating the *** cards and completing the lengthy process of porting over our numbers, neither phone worked. We had data and messaging, but could not send or receive phone calls. They claimed that something was wrong with both phones even though they were two different models. Pure Talk said we would have to send these phones back and wait for them to send me new phones. They recommended trying the new *** cards in our old ******* phones, but that did not work either. Pure Talk claimed it was because our ******* phones were locked, but ******* automatically unlocks there phones after 60 days. We now have no phones and no way for anyone to contact us. We will probably go back to *******.

  

  Business Response

  Date: 07/29/2022

  Dear ******************, 
  
  We regret to hear about your experience with PureTalk. Please accept our apologies if you received anything other than an optimal customer service experience as this is our top priority.
  
  We have reviewed your account and our records show that a return request has been submitted. Your return labels are being sent to you via ***** tracking number ************. Once the devices have been returned, they will be inspected and tested. Upon approval, we will begin processing your replacement request.
  
  Should you have additional questions or concerns, please let us know. Our Support Team is available by email at ***************************************** Instagram, and ******* social media sites for live chat.
  
  You may also contact our *************************** by dialing ************ for further assistance.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  ************************* (via ******************** Portal)
  
  

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17629885
  
  I am rejecting this response because:

  I asked for a refund, not a replacement. This company has caused us to be without phone service for a week. I do not wish to continue this contract in which Pure Talk has not held up it's end of the bargain. We already had to get phones from a different company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2022

  Dear ******************, 
  
  Once the devices are returned back to PureTalk, they will be inspected and tested. Upon approval, we can begin processing your refund. We have reviewed your account and can confirm your phone numbers have been released to your new carrier.
  
   If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards, 
  PureTalk Customer Service

  Cc: ********************** (via ******************** Portal) 

  Customer Answer

  Date: 09/07/2022

  I ordered phones and a phone plan from Pure Talk *** based on the recommendation on PureTalk's website. The phones were sent to me and did not work. I spent over 5 days going back and forth with their customer support trying to get the phones to make or receive calls and did not have any service during this time. I finally asked for a refund and to cancel the policy. They said they would give me a full refund after they received the phones. I shipped the phones the next day. That was over a month ago. They never gave me a refund and I filed a complaint with the BBB. PureTalk again said they would give me a refund. Instead they have charged my credit card for an additional $56. If they do not refund me all of my money i will be taking them to court. PureTalk has behaved exactly how you would expect a scam artist to behave.

  

  Business Response

  Date: 09/13/2022

  Dear ******************, 
  
  We have reviewed your account and can confirm your refund was posted back to your payment card on 08/17/2 for the amount of $65.15. Please accept our apologies for the delay and any inconvenience this has caused.
  
  We do not see a charge made to your payment card for the amount of $56. If you have any further questions or concerns, you may contact our *************************** at ************.
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** portal)

• Initial Complaint

  Date:07/21/2022

  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.

  Entered by BBB staff LO Consumer states she has had service with this company for a year with no issues. Her husband switched over to this company and they sent him a phone but they were having issues with the phone. Around 4/20/22 the consumer contacted tech support and was on the phone for hours because the call dropped and no one called her back. After being on the phone all day a tech told the consumer to send the phone back because they could not fix the issue. The consumer asked for a new model of the phone when they send a new one. The new phone was going to be a ***** 3.4. The consumer states she needed an email address but she did not have one so she gave them her daughters email for them to send a shipping label. They ended up sending something an RMA number. The consumer says they sent the phone back after getting the new one so her husband would not be left without a phone. The consumer paid $12.74 for shipping but never got reimbursed $86.00 for the phone they sent back. The consumer spoke to someone on 4/30/22 and they told her they sent the phone in the wrong box and when they received the phone it was cracked. The consumer states the phone was in perfect condition. The consumer was told if they send her the phone back and she sends it in the correct box that they may possibly reimburse her. They have never sent her the phone again. A complaint was filed through the company and she was given a ticket number of *******.

  

  Business Response

  Date: 07/26/2022

  
  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 device has been returned to you via ***** tracking number ************. If you have any further questions or concerns,you may contact our *************************** at ************. 
  
  
  
  Regards, 
  
  
  PureTalk Customer Service
  
  Cc: ********************** (via ******************** Portal)