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:07/28/2024

  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 got new service with ******** I was on the phone with ******* on the 26th. They deleted all **** and completed the transfer of my phone number. When I turned my phone back on, it said ******* at the top with my number that they ported over. He proved to me that my number was active with them. Then I tried to log into my pure talk account and I was locked out. A puretalk customer service representative told me that means I am no longer active. Well Puretalk charged my account yesterday and they put me back and forth with 5 different agents. Every one of them told me something different, every time I asked to speak with a supervisor, they put me back to the answering service and I had to start over. I can prove, through ******* that I began services on the 26th using my number that was ported out. The problem is, they will not put me to a supervisor. One woman went as far as to tell me to **** it up and get over it. Not very professional. I just want a refund of my money since Im no longer using their services. I keep getting the run around when I call up there and nobody has the same information. And then they hang up on me and I have to start over.

  

  Business Response

  Date: 08/08/2024

  Dear ******************,
  
  We sincerely apologize for the difficulties you encountered when transferring your phone number to your new carrier. We understand the frustration this has caused and appreciate your patience during this process.
  
  To confirm, your service was indeed disconnected on July 29, 2024. As a gesture of our apology, we have issued a refund of $34.02 to the payment card on file on July 27, 2024. Please allow 3-5 business days for the refund to reflect on your account.
  
  If you have any further questions or require additional assistance, please dont hesitate to contact our **************** team at **************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:07/26/2024

  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 tried signing up with pure talk transferring from ********* I could never get through to anybody... long wait times... finally decided to activate my new SIM cards they mailed to me online... entering in the porting information.. message said I would be ported over it could take as much as 72 hours.... nothing happened! I never received a confirmation email... they said I should have received a *** number.... when I however I never received a *** number... so I had to call ******** and get a new porting number as the original port number they gave is only good for 7 days... I went back on Puretalkusa.com did this a second time.... Message said I would be ported over in 72 hours.... never received any confirmation once again!!! decided I'm no longer doing business with Pure Talk as their customer service is horrible... there's an entire ******** page dedicated to this.. so I'm not alone... I cannot change to any other provider... my number is literally being held hostage by pure talk. I managed to get to the ********************* the tech called a supervisor to get them to release my number since I did not receive a *** .. the supervisor said he could not do anything for me without the *** number... That is my current situation We are literally held hostage by pure talks poor customer service. All I'm asking for is to have my porting request canceled as I do not want to do business with pure talk...

  

  Business Response

  Date: 08/02/2024

  Dear ******************,
  
  We sincerely apologize for the inconvenience and frustration caused by the issues you encountered while porting your phone number. We understand how important it is to have a reliable phone number, and we regret falling short of your expectations.
  
  To resolve this matter, weve canceled your port requests. As your numbers were never activated on our system, you should be able to seamlessly port them to a new carrier using your ******** account information.
  
  If you require any further assistance or have questions about the porting process, please dont hesitate to contact our **************** team at **************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original Purchase Date: 4/3/23. Phone "Blacklisted" in June 2024 after not paying an outstanding bill due. I was not receiving notification of the outstanding amount due. That bill was resolved through a collection agency named *********************** **** on 6/29. Since the pay off day I have contacted PureTalk 9 - 10 different times with no resolution to remove my phone from the blacklist and reinstate my network connection.

  

  Business Response

  Date: 07/30/2024

  Dear ******************,
  
  We have received your payment on July 18, 2024.We've processed your account and successfully removed your phone from the blacklist as of July 24, 2024.
  
  You can now activate your service at your convenience! Here are two options:
  
  Online Activation: Visit our website at *****************************************************
   to activate your service online. Phone Activation: Call our **************** team at ************** to activate over the phone.
  
  We appreciate your patience and are happy to assist you further if needed.
  
  
  Kind regards,
  
  PureTalk Customer Support
  
  
  ************************* (via ******************** Portal)

• Initial Complaint

  Date:07/18/2024

  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 July 16, I contacted PureTalk about switching service from my ******** account to their company. I pressed the button for new customer and reached an agent immediately. They asked me for my timed and happily informed me that my phone was eligible for eSIM. They took all my information, including my credit card, and told me that I just needed to get my port-out pin from ********. Once I obtained my information and tried calling back the next day, Jul 17, I pressed the number for existing customer and was placed on hold for over 40 minutes!! When I finally was able to give my information, I asked how long the transfer process would take. I was told that if the port out information was accurate it would be seamless. I stressed the point that I didnt want to have my phone inactive for any period of time and was reassured that it would be immediately active on the puretalk network as soon as it transferred from ********. However, merely a few minutes later, my phone was deactivated from ******** and was NOT registered on pure talk. I called customer service back and was kept on hold for an hour and 25 minutes!!! After much back and forth it was discovered that my phone was locked to ******** and I needed to have them unlock it. I finally got through to ******** to have it unlocked, but by then the agent said they could no longer stay in the phone - but that as soon as my phone was unlocked it would seamlessly transfer to pure talk. But it did NOT! I called back the customer service number, but received a message that the office was closed and would reopen at 8 the next morning. I called back on Jul 18 and was kept on hold for over 25 minutes again!! before an agent tried helping me. They could not help and refused to transfer me to a supervisor (but gave me a direct number to call the tech support department). I waited on hold for about an hour with the tech department, and was abruptly disconnected. I called back again and waited another hour.

  

  Business Response

  Date: 07/22/2024

  Dear **********************,
  
  We sincerely apologize for any inconvenience you experienced during your recent PureTalk service activation. We understand that encountering wait times can be frustrating, and we appreciate your patience.
  
  It's important to note that if your phone remains locked to a previous carrier's network, our eSIM activation will be blocked. To proceed, please ensure your phone is unlocked before attempting eSIM installation. Once unlocked, you should receive a notification to initiate the process.
  
  In the event you don't receive an eSIM notification, our Technical Support team can readily generate a new one for you.
  
  We've confirmed that your phone number has been successfully released to your new carrier, and your PureTalk service has been deactivated.
  
  Should you have any further questions or require additional assistance, please don't hesitate to contact our **************************** They are available at ************** and are happy to assist you.
  
  Kind regards,
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)
  

• Initial Complaint

  Date:07/16/2024

  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.

  Purchase product 6/19/24,received phone on 6/25/24, called cancelled on 6/26/24. Returned the phone for 100% money back guarrantee on 6/28/24. Was told on 6/26/24 money would be returned 7 to 10 days. Have not received my money back. Phone was returned in conditions that were requested on in the cancellation time period. Postmaster said there were 3 attempts to deliver and was available for puretalk to pick up. Now im on the phone giving all kinds of verifying info and they tell me i have to have a pin#. I never set a pin, i cancelled. They have my money and havent returned it. Its been almost a month. I even insured and paid for the shipping

  

  Business Response

  Date: 07/22/2024

  Dear ****************,
  
  We sincerely apologize for the delay in processing your recent refunds. We understand the importance of receiving your funds promptly and regret any inconvenience this may have caused.
  
  Your phone refund was processed on July 12, 2024, for $248.19, and your plan refund was processed on July 18, 2024, for $47.58.
  
  If you have any questions or concerns regarding your refunds, please do not hesitate to contact our **************************** Our representatives are available to assist you at **************.
  
  Thank you for your patience and understanding.
  
  
  
  Kind regards,
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:07/13/2024

  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.

  We signed up with PureTalk around March. Their deal was 2 free phones if you stay for 3 years. In July someone breached my PureTalk account and told the rep that my phone was stolen and they needed a new **** card. PureTalk gave them mine, which transferred all my phone data to this person. My account was placed in the fraud ***** and I had to wait for a call back. I received the call back and changed my password and pin with ********* on 7/3/24. He advised that my account would be locked and no one could access it unless they talked to fraud. He was sending me a new **** card, which I have not received. On 7/9/24, I signed into my PureTalk account that was supposed to be on lock down but was not. I changed my password and the system through me out. I called PureTalk and told the rep my account was supposed to be locked and requested to talk to the Fraud ***** Again I was told they can't transfer that Fraud would call me back. The rep also advised I had the wrong pin meaning the pin I had set with ********* was now changed because they did not lock my account. No call 7/10, so I called 7/11 and again requested to cancel, same story Fraud will call. No call, so on 7/12, I called again requesting to cancel, same story fraud will call. No call, so today 7/13 I am filing this complaint to get my account cancelled and not to have to pay for 2 phones one that I can't use because they gave it to someone else, and one that I don't need as I have replaced my service else where due to their breach of my private information. My banks had to be changed as well as social security info. This could have all been avoided with a phone call to my number to ask if my phone was lost. I am more than happy to send the phones back after cancellation of my account if they send me what's needed to return them. I DO NOT want to be charged for these 2 phone's do to their negligence to secure my private information. I have read other complaints and this is not the first time this happened.

  

  Business Response

  Date: 07/17/2024

  Dear ************************,
  
  We understand the seriousness of account security and sincerely apologize for the compromise to your account. We regret any inconvenience this may have caused.
  
  Our Loss Prevention agent, Saniesha, has reached out to provide additional support. Please note that your service has been disconnected as of, July 15, 2024.
  
  If you have any further questions or concerns,please contact our *************************** at ************** or reach out to our Loss Prevention team.
  
  
  
  Kind regards,
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)
  
  

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21985807
  
  I am rejecting this response because: I asked to have my account cancelled which they did, however, I also asked to return their phones at no charge to me. If my phone that I was paying for was not given to someone else, we would have remained Pure Talk customers for the required 3 years, and we would not have owed for our phones. Through no fault of my own that was decided for me, by someone in their customer service center. I am still requesting to return their phones with no charges to me, for the phones. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/25/2024

  Dear ************************,
  
  We apologize for the delay in responding to your inquiry. We understand your frustration and want to assure you that we are committed to resolving this matter promptly.
  
  As an exception to our device return policy, we will accept the return of your devices. To ensure a smooth return process,please adhere to the following guidelines:
  
  Device Condition: The devices must be returned in original packaging with all original components undamaged and in like-new condition. Any damage, including cracks, scratches,liquid damage, or alterations will void the return.
  
  Data Erasure:Please erase all personal data and disable all security features, including Find My iPhone and Androids Find My Device.
  
  Device Security:Ensure the devices do not have any security locks (PIN, pattern, or passcode)enabled.
  
  A prepaid return shipping label will be emailed to you within ***** hours.
  
  Upon inspection, if the devices meet our return conditions, your conditional sales agreement will be canceled.
  
  Thank you for your understanding and cooperation.
  
  
  Kind Regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21985807
  
  I am rejecting this response because: 

  Thank you for the exception to your device return policy. We unfortunately no longer have the original boxes as we planned on the fulfillment of our three year obligation. We do have all original components undamaged and in like-new condition. Please advise if this will be accepted, and if so please provide the prepaid return shipping label. 
  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/15/2024

  Dear ************************,
  
  The phones may be returned without their original packaging provided all components are included and the devices are undamaged.Upon receipt, our warehouse will inspect and test the phones. Once approved, a refund will be processed. A prepaid return shipping label will be emailed to you within ***** business hours.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** ( via ******************** Portal)

  Customer Answer

  Date: 08/16/2024

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

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21985807
  
  I am rejecting this response because: I am requesting to reopen this complaint as I have received a collection letter.

  I am disputing the amount of $346.62, for PureTalk account ************. ********************** sent me a return shipping label on 8-15 and I returned the phones on 8-16. The PureTalk receptionist accepted them on 8-19 at 3:14, pm according to my tracking number. I called PureTalk and asked for an email to be sent to me stating that they were accepted and my account had been cleared, and I have not received one as of today. The Better Business Bureau asked me to give them 10 days to respond to me. The 10 days were up on 8-27, and today I get  a collection letter. I am contacting the Better Business Bureau today, in reference to this collections and the fact that they have the phones back and are still charging me. Please advise of what my next step would be.

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

  

  Business Response

  Date: 09/24/2024

  Dear Ms. ************************ you for your patience as we continue to investigate and resolve this matter.
  
  We are pleased to confirm that both devices have been received by our Warehouse and have undergone inspection and reset.
  
  Our team is diligently working to remove your PureTalk account from collections. Please be assured that we will provide you with an update as soon as possible.
  
  We appreciate your understanding and cooperation.
  
  Kind regards,
  
  PureTalk Customer Support
  
  
  Cc: ********************** (via ******************** Portal)
  

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 21985807
  
  I am rejecting this response because: I am waiting to be removed from collections, and proof that my credit has not been affected by them sending me to collections for phones that were no longer in my possession.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:07/12/2024

  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 been trying for DAYS to pay my Puretalk bill. When I dial in to the telephone numbers provided by Puretalk for this purpose, I am almost immediately put on Hold for several minutes. Regardless of how long I wait on Hold, no one answers! I have also attempted to pay my cell service bill on line via the Puretalk website. When I input my CC number and related information, my CC company flashes a notice on screen that says "Fraudulent Transaction". The payment does not complete. The customer service provided by ********************** is light years beyond horrible.

  

  Business Response

  Date: 07/17/2024

  Dear Ms. **************** understand the frustration of waiting, and we sincerely apologize for the inconvenience. We've confirmed receipt of your payment on July 12, 2024. Your services have now been reconnected. You can verify this by viewing your transaction history through your account portal at ****************************************************. Once logged in,navigate to the "Billing" tab.
  
  If you wish to update your payment method on file,you can do so through the "Change Autopay" option.
  
  Should you have any further questions or require additional assistance, our Support Team is readily available. You can reach us through the contact form on our website at ********************************************** or via live chat on our social media pages: ********* Instagram, and Twitter.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

   

• Initial Complaint

  Date:07/11/2024

  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 6/15/2024 I changed my Business cell phone service to TrueTalk. On the 6/25/2024 I had Identity theft which they Stole All my Log-ins and passwords to every account I have. Also My Business Cell phone number ************** was Illegally Ported OUT. I never received any communication for verification of this port. I have been trying to get the number back every day now for over three weeks. Every time I call I am on hold for forty minutes minimum before someone takes my call.. This is totally unacceptable. I was finally contacted by a Supervisor named, *******************, whom made herself my personal contact for ninety days to help me get this resolved. On the 7/2/2024 ***** **** me a New sim card for my phone overnight which I didn't receive until 7/6/2024. I was also told that Pure Talk did Recover my number and all I needed to do was put in the new sim card and call to reactivate my service. I continued calling ***** and left messages but she never returned my calls. So I called the main number and talk to a different Rep. which got ahold of ***** and told me that ***** would contact me within 24 to 48 hours. Two days Later still no word, so I call ***** one more still no answer. I have ****** analytics for my business calls and I receive emails saying that MY Calls have been answered. By whom, I have no Idea. I have had THIS number for thirty years for my business. I am literally SHUT DOWN because of this. Please help or I will have to take legal action.

  

  Business Response

  Date: 07/16/2024

  Dear ******************,
  
  We prioritize the security of our customers'accounts. We sincerely apologize for the recent compromise of your account and the delay in resolving this issue. We understand the inconvenience this has caused you.
  
  Our Loss Prevention team member, *****, attempted to reach you on July 12, 2024, to assist with reactivating your phone number.However, she did not receive a response and left a voicemail. For your convenience, ***** can be reached directly at the number she provided to help you regain access to your phone number. Additionally, as a token of our apology for the inconvenience, we have applied a $100 credit to your account.
  
  We value your business and appreciate your understanding.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:07/07/2024

  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 purchased a phone on my account for my soon-to-be ex-husband. He closed his account and will not return the phone to me so I'm reporting it stolen. I've told pure talk I want it taken off my account because I'm reporting it stolen and I no longer have the phone it's stolen. They say they don't care they can't do anything about it and if I switch services they're going to put me into collections. I want this phone removed from my account and just pay my bill like I've been doing for the past couple years since I've had them. They didn't even bother to notify me who I am the owner of the phone on his phone number that the number was cut off. Had they notified me prior I might have been able to get the phone and return it or at least keep it for myself and continue to pay for it. But since I don't have it I'm not getting it back because my husband is a drug addict and he probably sold it. So therefore I'm reporting it stolen I want it removed from my account immediately

  

  Business Response

  Date: 07/12/2024

  Dear ******************,
  
  We apologize that your recent experience with our **************** team did not meet your expectations.
  
  Upon reviewing your account details, we see that your husband's phone line is linked to a separate account associated with a BLU device. This explains why you weren't notified when the number was transferred to another carrier.
  
  As per our Terms of Service, you would remain responsible for any financing agreement associated with the phone on your account if it's reported stolen. For your reference, our Terms and Conditions can be found at ********************************************.
  .
  You can check the remaining balance for the phone by logging into your account portal at ****************************************************. Once logged in,navigate to the "Billing" tab.
  
  Should you have any further questions or require additional assistance, please don't hesitate to contact our **************** department at ************.
  
  Kind regards,
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  Date:07/03/2024

  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.

  Pure Talk advertises $10, $20, and $30 per month tablet plans.They advertise bring your own device.They sell the new ipad pro (2024) on their website using these tablet plans.They can't find a way to activate this plan on ipads they don't own and resell l, but they are willing to activate the ipad pro 2024 as a phone (and charge significantly more for unusable features (ipads aren't phones and can't have a phone line, sms text or voicemail on their own).Everyone in customer service has been very nice and frustrated by this gap in service.They can do this for the exact same item in house, but you have to BUY it from them. They only have basic, entry level versions of the tablet in question and mine is a 1TB w/16GB Ram and special new glass.They've confirmed (on the phone) it works on their network, they just "unfortunately have to overcharge you for the service to get it on the network as a phone".False advertising? Deceptive business practices?Or just ineptitude on some level?The inability to escalate via phone or email support to someone in leadership is crazy, and you can't direct message them on twitter.I was promised an escalated phone call with a solution by 2:45PM Eastern on 7/3/24 and haven't gotten one yet.I have 3 phone lines (2 accounts) and a watch on their network and have no complaints till this mess.

  

  Business Response

  Date: 07/11/2024

  Dear ******************,
  
  We sincerely apologize that our previous support agents were unable to successfully activate your tablet plan on your iPad Pro.We understand the inconvenience this has caused.
  
  Our tablet plans are indeed compatible with Bring Your Own Devices (BYOD). However, some devices, like the iPad Pro, require an eSIM for data connectivity instead of a physical SIM card.
  
  We've reviewed your account and see that a Technical Support agent successfully activated your physical SIM and converted it to an eSIM format compatible with your iPad. This means your tablet plan should now be active and ready for use.
  
  If you encounter any further issues or require additional assistance, please don't hesitate to contact our Technical Support team directly at ************. They will be happy to assist you further.
  
  Kind regards,
  
  
  PureTalk Customer Support
  
  Cc: ********************** (via ******************** Portal)

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  The agent, *******, was amazing and able to convert a physical sim to an e-sim.

  The entire team needs to be trained on this process so there is no confusion.

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