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:05/07/2025

  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.

  Transaction: 4/23/25. Purchased iPhone from Pure Talk. Order # P0001795086.Called 4/24/25 @ 8:25 am and canceled. Confirmation # *******. Assured of cancelation and money refund. Phone was never sent to me. Have called several times as to when I will receive the refund.

  

  Business Response

  Date: 05/09/2025

  Dear Ms. ********************** processing typically requires up to fourteen 14 business days. We sincerely apologize for any delay and inconvenience this may have caused.
  
  We have checked your account and confirmed that a refund of $537.98 has been successfully processed to your original payment card on May 8, 2025. Please allow 3-5 business days for the funds to appear on your bank statement.
  
  If you have any questions or concerns, please contact our *************************** at **************.
  
  Kind regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ****** A *******

• Initial Complaint

  Date:05/07/2025

  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.

  All I should need to say here is that I never actually had the service.I requested the refund on 4/24/23, and again on 5/1/23 when I was told it would take 1 business day for approval, then 3-5 business days from then. I received no refund to the bank by 5/9/23 and no check in the mail by 5/6/25. I recently contacted PureTalk via website submission form. I'll copy and paste PureTalk's response below. "Hello ****!Thank you for contacting PureTalk!In regard to your inquiry,Unfortunately, we are unable to make any refund requests via email correspondence due to security purposes. Please contact our *************************** for further assistance concerning this ********** may reach **************** at ************** or by dialing 611 from your PureTalk *************** Hours:Monday Friday: 08:00 AM to 10:00 PM EST ****************** 10:00 AM to 07:00 PM EST Thank you,PureTalk"Now I will say I already contacted PureTalk at least twice by phone about the refund and now once via website submission and I'm being directed back to the same two previous failed efforts to recover my money. PureTalk has my money and I don't/never had their service. PureTalk should instantly try to correct this situation with no questions asked and simply mail me my money as a check. I no longer have the bank I paid PureTalk with. Actually that bank (I won't say the name here) owes me my money as well. So the only way PureTalk can give me my money is by check and PureTalk should want to give me my money and not want to have money that's not theirs. Dear PureTalk, send me my money in the mail ASAP. Thank you

  

  Business Response

  Date: 05/09/2025

  Dear Mr. *********
  
  We've researched your accounts and can confirm that refunds were processed for both. The account ending in 1582 was refunded $67.90 on April 25, 2023, and the refund for the account ending in 2101 was processed on May 2, 2023, in the amount of $51.74.
  
  As the refunds have been successfully processed on our end, we recommend contacting the financial institution associated with the payment card used for the original transactions to inquire about the status of these funds.
  
   Should you have any further questions or require additional clarification, please do not hesitate to contact our *************************** at **************.
  
  Kind regards,
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 05/09/2025

   

  Complaint: 23296899

  I am rejecting this response because when funds are sent to a closed bank account, the bank should return the funds to the depositor (PureTalk), and from there PureTalk should issue a check (by mail).  I received no such mail piece from PureTalk and therefore PureTalk would still have my money and still need to mail me a check as I originally requested.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/22/2025

  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 received a government phone 3/17/25 to this date 4/22/25 the phone is only talk, plan is: unlimited talk,text 4.5g of data. i have not used data i have no ip address i have 2 IMEI numbers but no IP address, you have to have an ip address to use data so how am i using data? i called yesterday they did not answer the calls i had to call pure talk who is the one handling ip address and data, which i have neither. ip address is missing , i had another ip address starts ******. etc thats a private network in which government phones are not permitted to be on a private network , now IP address says "unavailable" this is why i have no IP address or data and pure talk will transfer me to lifewireless and they will transfer me back. between the 2 the network is unable to connect to the internet, so how am i using data esp when my phones data is off and phone says "you're off line" try using wifi/mobile data" cant use nothing they say pure talk i have to have an account but the private network on my phone says pure talk . those ppl transfer me back and forth and none assisted , i am going to change service bc if you do not pay this is the treatment you get. when on private network with a government phone is not acceptable , so why do these dishonest people go behind our backs doing dirt?this is slamming, cramming and without permissions and this is not correct and i have filed with *** also because this is against the law. so many consumers have complained since the start of these phones, no one info is safe i have other medical records, i have 5 data breach letters each time these phones released they are outdated, need years of upgrades, on 2g network and do not exist. so i plan to get landline asap, but i have this "free" phone we all as tax payers paid ******* suggest people read reviews before you end up in a boat of "corruption" most dishonest people on planet earth. dishonest.

  

  Business Response

  Date: 04/30/2025

  
  Dear Ms. **************** have reviewed your account usage. Your high-speed data that you received on your recharge date was completely used on your recharge date. Once high-speed data is used, you will have access to low-speed data, and that data is available to you until your next recharge date.
  
  If you are using a Wi-Fi connection (home or elsewhere) and you have connection issues, this is related to your location or the service provider, not Life Wireless service.  It is normal for Wi-Fi to work according to your service provider but still experience service issues as unstable connection or limited connection.  This happens when there is interference, such as in certain buildings.
  
  Life Wireless does not service or troubleshoot Wi-Fi connections since we do not have access to location or records from the service provider. You may want to consider changing where the Wi-Fi is located in your home or purchasing a signal booster, which most ************* providers offer. Changing where the Wi-Fi is located in your home or purchasing a signal booster, which most ************* providers offer.
  
  Attached is a screenshot of your data usage. You used 4.5 GB of high-speed data without an issue. Should you have further questions or concerns, contact our *************************** at ************.
  
  Kind reqards,
  Life Wireless

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23234645
  
  I am rejecting this response because:they are telling lies the ip address was in a private network as of 4/3025 these ppl in my phone calls they're lying bc I was on a private network I knew they were going to lie and all these businesses do is lie on the consumers and if ip address starts with 172. 10. It's usually a private network the reasons I couldn't connect to my own wifi and internet all other equipment worked in my house you and no one is going to tell me what these ppl are doing . I had 426mb the other day its now 1.07g? I turned off mobile data long ago using my wifi internet what I couldn't use before because as soon as I file complaint the put me on a public network.  I hate those people thus us a bad issue bc now the citizens will know how corrupt these companies are and I gave heard many people complain about data these people know exactly how to steal from government and consumers we have phones so outdated it's a shame. But I did research and found where ip address ************* was it was with in their private corrupt c*** Stop faulting consumers for their bad behavior. You can tell we have very little control over those phone esp with the apps with God knows how many pages attached like ****** 50 pages and per app these phobe are only controlled by consumers on hand tge apps ? They install while sleep the move things pics missing so what they going to do now? Landlines still around cell phone corrupt and the one controlling the media . I reject bc I did not use any data because ip address ************* was PRIVATE .. FITHY LIARS...yesterday they blocked my number 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:04/21/2025

  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 learned that on my ******* Galaxy 23 phone that I purchased from PureTalk in January 2024, I am unable to send or receive text messages exchanged between most recipients. On April 21, 2025, I was on the call for several hours with technical support and we have been unable to solve the problem. It appears that technical support does not know what they are doing. It would appear to me that the best way to resolve this problem is to exchange the current phone with a new phone of the same model.I would like to get this problem resolved as soon as possible. It is imperative to be able to send and receive text messages.

  

  Business Response

  Date: 04/30/2025

  Dear Mr. ******************* sincerely regret to hear that you are experiencing issues with sending and receiving text messages. Please accept our deepest apologies for the inconvenience this has caused you.
  
  After reviewing your account, we see that extensive troubleshooting has taken place over the past week. We have confirmed that there is a network outage in your area, which could be affecting your ability to send and receive SMS and MMS messages. The current estimate for the resolution of this outage is approximately June 30, 2025. Therefore, the messaging issues you are encountering may be related to the network outage, or they could be device-related.
  
  We understand how frustrating this situation is,and we apologize for the difficulties you have experienced with our network.Once the network outage has been resolved, we would be happy to continue troubleshooting the messaging issue further. In the meantime, we have added a bill credit to your account for one month of service. This credit will automatically apply to your next billing date on May 7, 2025.
  
  We also confirm that the device financing balance of $350.04 was paid on April 25, 2025. A remaining device subsidy balance of $50.48 would be due should you choose to cancel your account. If you wish to make this payment, please contact our **************** team at **************.
  
  Should you have any further questions or concerns,please do not hesitate to contact our **************** team at **************.We are also available through our Contact Form at **********************************************  and via live chat on our social media platforms: ********* Instagram, and X (*******).
  
  Thank you for being a PureTalk customer. We truly appreciate your business.
  
  Kind regards,
  PureTalk
  
  
   Cc: Better Business Bureau (BBB Portal)

• Initial Complaint

  Date:04/18/2025

  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.

  Hi, I've been a consistent customer with ********************** since 2020. During 2024, I had a whole crazy event of issues that led to me basically losing the number I've had for 7 years (I brought my own number and my own phone) and also losing the account I had, forcing me to create a new one. I was also forced to buy a new Sim card. It was a frustrating fiasco, but my issues were resolved. However, what I didn't realize was that, even though I subscribed to the same 25 dollar data plan, I was regularly being charged $40 instead. I didn't realize it was happening at the time because I've been a customer for years now, so I assumed I was getting the exact same plan I had before I was forced to make a new account. However, I recently found out that they have been charging me an extra $10 device protection fee, which doesn't even make sense. Not only did I NEVER ASK for device protection, but I've never purchased a device from ********************** to protect. I've had the exact same phone for the past 7 years, and I brought this phone into my Puretalk plan. I was never informed about this device protection addition, and when I finally tried to go into the customer portal to cancel it, I discovered that I couldn't even find out how. It doesn't show up ANYWHERE in "change service plan" OR in "my billing". It does show in "My plan" as "this device is protected by all-state", but it does NOT list a price, so you will never know you are actually being charged or how much. It's just a random, PREDATORY hidden fee. The ONLY way to see the charge is to download the invoice, which I CANNOT DO ON MY PHONE. I would like to request a refund for all of the device protection charges ($110) I've gotten since I started puretalk. All of the normal service fees are completely fine, but being charged $40 for a $25 plan and charged $50 for a $35 plan is nonsense. I never asked for it, I was never informed of it, I don't have anything to protect. I was charged 11 times for it, so that's $110 total.

  

  Business Response

  Date: 04/24/2025

  Dear *** *******, 
  
  We're sorry to hear you've had a frustrating experience with both your previous and new accounts. We sincerely apologize for the trouble you've encountered. We take ensuring clarity about our services and plans very seriously.
  
  We've reviewed the initial sales call for your new account and can confirm that the sales agent discussed the Allstate Device Protection Plan with you. We also see that you contacted our **************** team on April 18th to cancel this plan.
  
  As a gesture of our apologies for the inconvenience, we've applied a total credit of $110 to your account. This includes the $20 credit already processed, with an additional $90 credit, which will be applied to your upcoming bills.
  
  If you have any questions or concerns, please don't hesitate to reach out to our **************** team. You can reach them by dialing 611 directly from your PureTalk phone or by calling **************. 
  
  Kind regards, 
  PureTalk
  
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:04/14/2025

  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.

  Why can't Pure Talk provide a different area code upon request when we change to a new phone?

  

  Business Response

  Date: 04/18/2025

  Dear Mr. ******************* understand your frustration at not being able to get a new phone number with your desired area code. When you request a new number, our system automatically generates one based on the ZIP code and market area associated with your initial activation. Unfortunately, this process doesn't allow us to manually assign numbers with specific area codes.
  
  We sincerely apologize for any inconvenience this limitation may cause. If you have any further questions or concerns, please don't hesitate to contact our **************** team by dialing 611 from your PureTalk device or calling **************.
  
  Kind regards,
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:04/09/2025

  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.

  As a customer of ********************** I would like to say you are a scam service. If you are in any way veteran related you should be ashamed of your actions. Poor customer service. Unable to access website. Unable to make any changes to the service without waiting on the phone through painful chatter of ineptitude. Your agent lie to collect money and then state there is nothing they can do. Hundreds of cell providers and you all are the bottom of the barrel.

  

  Business Response

  Date: 04/14/2025

  Dear Mr. ******************* accept our sincere apologies for the unsatisfactory experience you encountered with PureTalk. We understand the frustration that can arise when our services do not meet your expectations.
  
  If you are experiencing difficulties accessing our website, we recommend attempting to clear your web browser's cache.Alternatively, you may try accessing the site using a different browser. Should you be unable to access your online portal, please utilize the "Forgot Password" option available on the login page.
  
  Upon review of your account, we noted that your service was temporarily disconnected on March 20, 2025, due to non-receipt of your monthly payment within the stipulated 7-day period following your bill date. We can confirm that payment was subsequently processed on April 9, 2025,and your service has since been restored.
  
  Should you have any further inquiries or concerns,please do not hesitate to contact our Support Team. They are readily available through our contact form at ******************************************************* via live chat on our social media platforms: ********* Instagram, and X (Twitter).
  
  Kind regards,
  PureTalk 
  
  Cc: Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23183493
  
  I am rejecting this response because:
  It does not address the poor customer service nor does it address their deceptive practices. Its easy to tell me to just turn it off and back on. This is 2025. These excuses and flat reasoning is why no one has confidence in America. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/20/2025

  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.

  Dear ***************** you are one the CEO of PureTalk, I am writing to you in order to seek help. I placed an order last November 2024, I had difficulty activating the phone, I then decided to call and cancel the order and ask for my refund, the representative told me that there was a 60-day money back guarantee. I was given a label, to return it, but your company never refunded me the money ($266). When I called to inquire about my refund, I was told that the phone was locked and they needed a pin number to unlock the phone, I called so many times and they still claimed that they needed the pin I created. After so many calls/attempts, the phone was sent back. The company told me I had to unlock the phone. Finally, my son was able to unlock the phone, the passcode had been the same Account Pin that ********************** gave me. My son had the intelligence to try the account pin that was given to me by your company, and which I do not recall using as a passcode), I sent the phone back to your company, but I still haven't gotten my money back, not even the money for the cell service that I did not use.Would you please be so kind as to refund me my money? This has been one of the worst customer service experiences of my life. We haven't even gotten our money back for this purchase, even though we were told there was a 60-day refund period, we sent it back in that time frame, and any delay was the fault of your company, not ours.I just want to put this all behind me, but I can't do that without getting my refund first. Please do what's right and honor your company's money back guarantee. Thank you in advance.The statement above is the truth to the best of my knowledge.****** *****

  

  Business Response

  Date: 03/24/2025

  
  Dear Ms. **************** sincerely apologize for the difficulties you experienced with your phone return. We understand how frustrating this situation has been.
  
  To ensure a smooth return process, our policy requires all personal data to be erased and security features, including activation locks, to be disabled. This is outlined in our return policy, which you can view at ****************************************************.
  
  We've confirmed that your unlocked phone was received and inspected by our warehouse on March 6, 2025. Due to the initial transaction being beyond the standard 30-day return window, a manual refund request was submitted on March 20, 2025.
  
  We are actively processing your refund and anticipate it will be completed within 14 business days.
  
  If you have any further questions or require immediate assistance, please don't hesitate to contact our **************** team at **************.
  
  Kind regards,
  PureTalk
  
  
  Cc:Better Business Bureau (via BBB Portal)
  Dear Ms. **************** sincerely apologize for the difficulties you experienced with your phone return. We understand how frustrating this situation has been.
  
  To ensure a smooth return process, our policy requires all personal data to be erased and security features, including activation locks, to be disabled. This is outlined in our return policy, which you can view at ****************************************************.
  
  We've confirmed that your unlocked phone was received and inspected by our warehouse on March 6, 2025. Due to the initial transaction being beyond the standard 30-day return window, a manual refund request was submitted on March 20, 2025.
  
  We are actively processing your refund and anticipate it will be completed within 14 business days.
  
  If you have any further questions or require immediate assistance, please don't hesitate to contact our **************** team at **************.
  
  Kind regards,
  PureTalk
  
  
  Cc:Better Business Bureau (via BBB Portal)

  Customer Answer

  Date: 03/24/2025

   
  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.

  P.S. When we signed up for the service, we were told that we had 60 days to get a refund, not 30 days. Also, we never got past the activation phase, and thus, never used the service, yet we were not even refunded the money for the service. We are also not sure how the passcode got on the phone, as we never use passcodes, and as I said, I never finished activation and would have no reason to add a passcode. Also, seeing as how the passcode turned out to be the same as the account pin given me by **********************, it's possible that the passcode was added automatically, but we had no knowledge of this. Just to clarify the amount owed is $200.66. Thank you for your help.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/12/2025

  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.

  Ordered a phone and service on Feb 23, 2025. Waited a couple days for tracking (Seeing that they force ***** 2day). Called to find out why I havent got tracking info, and was told loss prevention needs proof of address. Quickly sent Id and bank statement. But never got any response (Feb 28th). Called a few days later on march 5th and was told order got cancelled and they never received images, they also said it would take 5 days to refund money. I then placed a separate order and was immediately asked again to send these sensitive items again. I sent the images again, and the same holdup happened. Had to spent about 6 hours talking to some very disturbing agents before I got a professional on the line. He found the email and opened the images, then sent them to loss prevention. Who apparently thinks every customer is a POS scammer, and does not possess the ability to retrieve images of document that they requested. Seems like a flagging operation, or even worse a boiler room

  

  Business Response

  Date: 03/17/2025

  Dear Mr. ********************* sincerely apologize for the difficulties you encountered with your recent orders. We understand the frustration and inconvenience this has caused.
  
  A full refund of $93.10 was processed for your first order on March 11, 2025. Your submitted verification documents for your second order have been successfully processed and approved. Your order has been shipped via ****** tracking number ************, with an estimated delivery date of March 14, 2025.
  
  Upon receipt of your order, you may initiate the activation and transfer process by visiting *****************************************************  or by contacting our **************************** To facilitate a seamless transfer, please ensure you have the following information readily available:account number, transfer PIN, account holder's name, and billing address on file with your current carrier. The transfer process typically takes between 1-72 business hours to complete. Please do not cancel your service with your current carrier until the transfer has been completed.
  
  Should you require further assistance or have any additional inquiries, please do not hesitate to contact our *************************** at 611 from your PureTalk device or by dialing **************.  
  
  Kind regards, 
  
  PureTalk
  
  Cc: Better Business Bureau (via BBB Portal)

• Initial Complaint

  Date:03/10/2025

  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.

  They cant tell me the status of my refund and no one ever contacts me Back

  

  Business Response

  Date: 04/14/2025

  Dear Ms. *************** sincerely apologize for the delay in your second refund. A manual refund of $92.86 was processed to your payment card on March 19, 2025. You should see this reflected in your bank statement within 3-5 business days. We understand this delay is frustrating, and we appreciate your patience.
  
  If you have any further questions or concerns, contact our *************************** at **************.
  
  Kind regards,
  PureTalk 
  
  Cc: Better Business Bureau (via BBB Portal)