Reviews

Review Details

• Review fromFay & Charles w

  Date: 11/16/2023

  1 star

  Fay & Charles w

  Date: 11/16/2023

  Pure Talk is a rip off, They lie about everything, there custom service dont't know anything,they all work from home,an when you try to talk to them,you hear kids in the back ground an one girl I talk to was eating her dinner on the phone,I purchase a phone for ***** dollas that did not work in my home could not received call, so I was advice to send back,I had to pay for the shiping an I also pay for the shiping to get the phone, but any way they only refund me ***** dollas back,said that I had to pay for a plan that I did not used,I talk to several people an each one told me some difference about my refund,I would not advice anyone to go to Pure Talk, I am reporting them to the Better B.B an also to my Charge card compand as a scam
  

  PureTalk

  Date: 11/23/2023

  Hi, *** & *******! This is definitely not the experience wed hope for you to have. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. We have reviewed your account and see that your plan was not initially refunded as you attempted to port your phone number to a new carrier. Service must remain active to port. On 11/16/23, you contacted **************** to disconnect your number. However, a refund request for your plan was not submitted. We have refunded your plan for $26.21 on 11/21/23. Please allow 3-5 business days for the refund to appear on your bank statement. If you have further questions or concerns, contact our **************** department at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromJames Z

  Date: 10/31/2023

  1 star

  James Z

  Date: 10/31/2023

  So I have been with puretalk for a couple of months now, I have 2 lines one for me and one for my sister, we heard it was owned by veterans so we called to hear more. On the phone we were told that we would have fully unlimited, no slow downs, Ive already had to pay for extra data and that went very quickly, so my sister asked if she could switch and I said that was fine but I couldnt because I had a contract that I fully intend on following, long story short she somehow tried to port both of our numbers out but thankfully was able to get that taken care of. *** I was wondering is there anyway to remedy the data situation as I was told this would be fully unlimited. I now have 2 phone bills I have to pay and I can not blame my sister because we were just straight up lied to and the internet goes slow most of the time even before the data cap.
  

  PureTalk

  Date: 11/03/2023

  Hi, *****! We're sorry to hear you're experiencing issues with data speeds. Our unlimited data plans include 60GB of high-speed data. Once you reach your allotted high-speed data, the speed throttles to 256 kbps. Please accept our sincere apologies for the miscommunication and inconvenience this has caused. You may view your data usage through your account portal online at www.puretalk.com/account/login. After signing in, select the Plan tab and scroll to My Usage. If you experience issues with speeds when data is available, we recommend resetting the network settings by going to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings you've used before. Please also ensure your device is using the latest iOS update by connecting to Wi-Fi and going to Settings > General > Software update. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. You may also contact our **************************** at ************ for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromAaron B

  Date: 10/24/2023

  1 star

  Aaron B

  Date: 10/24/2023

  Worst phone company I've ever used. Shouldn't have listened to the hosts on the radio. Service won't work at my house and I called the had me try many different things over 5 phone calls the 4 months I was with them. Now I'm trying to switch my number that I've had for 20 years to another company but they want me to pay for a month on 5 phones first before they will let me.
  

  PureTalk

  Date: 11/01/2023

  Hello, *****! We're sorry to hear that your PureTalk service did not meet your expectations. Please accept our sincere apologies if you received anything other than an optimal customer experience, as this is our top priority. We have reviewed your account and see that on 10/15/23, a notification was sent to your email advising that an issue occurred with your automatic payment. We did not receive a payment within seven days, and your lines were disconnected on 10/22/23. Unfortunately, your lines must be active to port to a new carrier. You may reactivate your lines by submitting a payment through our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromJesse R

  Date: 10/21/2023

  1 star

  Jesse R

  Date: 10/21/2023

  a couple days ago I was notified by a family member of someone using my name email and phone number. This family member was texted at 3 am on October 17th asking this family member for account details. my family immediately notice this was not me and notified me through my husbands phone because she couldn't reach me. Upon gaining this information my husband drove home from work to check on me because multiple phone calls from his cell to mine were not being picked up. When my husband returning home he told me the information he received. I had no knowledge about the fraud, but then recalled getting a notification on my phone around 7 pm on the 17th of October saying that my email account had logged out. so I put two and two together and called Pure Talk from my husbands phone. An agent from Pure Talk picked up and procced to ask my some security questing's to verify my account. I answered all the questions and told him my concern. The agent offed little to no help with this very important matter. The agent told me the only thing he could do with to do a factory recent of my phone. I then told him I couldn't do that because that account was attached to my phone wish attached with the compromised email? phone number. He then said there was nothing ease he could do and then recommended for me to drive to geek squad and ended the call. Sometime between 10am and 5pm PureTalk Allowed a fraud to get into my phone account and change all my personal information against my consent and knowledge. later that day on the 18th of October after bring my phone to the police station I call pureTalk again around 5pm. At this point all my personal information had be changed and the agent I was speaking to refused to help me or get me or get me a supervisor to help because I could verify an address that wasn't mine. I was then told to created a new email and send a email to info.puretalk.com. This when unnoticed. This eventually lead to all my other account to be broken.
  

  PureTalk

  Date: 10/25/2023

  Hello, *****! We're so sorry to hear that your PureTalk account had been compromised and your personal information has been changed. Please accept our sincere apologies for the trouble this caused and if you received anything other than an optimal customer experience while resolving this matter. We have reviewed your account and see that you spoke with a member of leadership. Your account has been placed on watch, and your information has been corrected. Our ************************** is looking further into this matter to prevent any fraudulent activity from occurring again. We have applied a credit to your account for the inconvenience this has caused. We highly recommend setting 2-step verification for all of your accounts. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. You may also contact our *************************** by dialing ************** for further assistance. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromEloise K

  Date: 10/04/2023

  1 star

  Eloise K

  Date: 10/04/2023

  I loved that they are ********* backed ******* backed and ******** backed. Heard them from ***************************** podcast and Ive wanted to switch to ******** companies but I guess they only give great service when youre famous. However customer service has been meh. I saw they had a free phone offer but you had to commit to a 1 year or 3 year I forget contract for the new phone. I said I didnt wanna commit until I knew I could trust the service. She said I could try it out first and get the *** card and then switch and get the deal. Tried it a few months starting august and now come to find out they lied. Once you get the sim and get a new number (I wanted a new number) you lose out on any deals. So I said I cant afford a full price phone with them but need a new phone so Ill have to stay with ******* for their deals. I asked for a money back on service not used. Paid Oct 1 and its Oct 4. She said nope they cant do that. I asked to speak to a supervisor because this doesnt sound like a ********* ******* ******** based company. She has to submit a ticket to see if one is available and Ive been waiting on the phone with her for 45 minutes and finally none were available. She made a ticket to try and get someone to call me back. Lets see if they actually call since I canceled with them today. I think a refund for this month is fair since I only used 3 days and I was not given proper information. Honestly without all the bs I probably would have switched later on when Im more set up but not now. They dont seem to care about their clients and they make everything very difficult. They make sign up easy to get you in with false info. Im not saying dont switch. Im just saying be careful and know why you are switching.
  

  PureTalk

  Date: 10/09/2023

  Hi, ******! Please accept our sincere apologies for the miscommunication regarding the free phone promotion and for the inconvenience this has caused. To receive the free phone, customers must activate a new line of service, port their current phone number, remain on AutoPay, and service must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text with 10GB Data + 5GB Hotspot or higher plan for the 30-month conditional sales agreement. Please be aware this promotion is currently unavailable. We have authorized the refund request for your recent bill payment. A refund of $45.00 was posted to your payment card on 10/09/23. Please allow 3-5 business days for the refund to post on your bank statement. If you have further questions or concerns, please contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromAdam S

  Date: 10/02/2023

  1 star

  Adam S

  Date: 10/02/2023

  If I could put negative stars I would.I started out with PureTalk 5 years ago and they were an outstanding company 5 years ago I have since been treated like less than a human being. They will not fix there mistakes nor can they even ship a phone and sim to the correct address and to the right account owner. They could not even activate their own phones without messing my whole account up. Words dont describe the amount of ignorance this company now has. On top of that I was treated like a plague, lied to, hung up on, then lied to again and again and again then stepped on some more than lied to again and then told to go ahead and just leave the company. This all started because the first representative could not even ship a phone to the right address. Then when we finally tracked down the first phone the sim chip was wrong and we went through h*** to get the first phone connected then the **** began for the second phone, we ordered 2 on 2 separate accounts, when we finally tracked down the second phone with me spending my time and gas to retrieve both phones found out that they cancelled my sim because the first chip was supposed to come with my phone and the second chip was supposed to come with her phone. They were 2 separate accounts and we handled them both separately but they still managed to mix them up. So here I am now with an expensive paperweight and a chip that had been cancelled because at puretalk one hand doesnt know what the other is doing. So I call them to get everything resolved here I am a week later with no chip no resolution and a head full of lies as they just kept on feeding me just that. I have been hung up on, lied to, and abused by these people only to be treated like I am an enemy, but oh wait, they did offer me first a 25 dollar credit and then a 50 dollar credit but they lie so the very next day that was no longer a thing and as if that would in theory ever make up for the thousands of dollars I am losing taking weeks off from work
  

  PureTalk

  Date: 10/09/2023

  Hello, ****! This is definitely not the experience wed hope for you to have. Please accept our sincere apologies if you received anything other than an optimal customer service experience, as this is our top priority. We have reviewed your account and see that the *** card and IMEI were updated for your BLU phone, and the issue has been resolved. If you have not done so, please power off your device, insert the *** card, and test service. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromKristi M

  Date: 10/02/2023

  1 star

  Kristi M

  Date: 10/02/2023

  After contacting Puretalk for an issue with a calendar entry, the first rep I got put me on hold for 13 plus minutes & never returned to my call. Instead I got bounced out to the beginning of the queue. I was forced to hang up & redial, reached another rep & attempted to fully explain my issue with the wrong time zone on a calendar entry. She talked over me, started giving me directions on what to do. I asked if I could finish explaining ... and she rudely said, "You're not listening to me." So I shut up, & followed the steps to beboot my nework. She asked to confirm my cell number "in case we get cut off." Upon the final step, "reboot network" the call did end, & my phone did a soft reboot. No, it did not clear my time zone issue, & I am set to ****** time, which is Mountain Time, which is correct for *******. Neither did this rep call me back. Honestly, with the lack of training, & the rudeness of the "ethnic" reps you choose to hire, I will NEVER again contact customer service at **********************. I will, however, consider going to *************** TERRIBLE REFLECTION OF YOUR COMPANY. You can offer a good service, but if your support is woefully inadequate, then your company is not going to get good ratings.
  

  PureTalk

  Date: 10/09/2023

  Hi, ******! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies if you received anything other than an optimal customer service experience, as this is our top priority. If the time zone in your iPhone's Calendar is incorrect, go to Settings > General > Date & Time and make sure Set Automatically is turned on. Also, check for the correct time zone in Settings > General > Date & Time > Time Zone. Then go to Settings > Calendar > Time Zone Override and toggle on. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromLarry W

  Date: 09/30/2023

  1 star

  Larry W

  Date: 09/30/2023

  I followed an AMAC email to change cellular phone service. I paid for service, received new phone and 2 SIM cards then the fun began when I tried to activate the service. I found out one of my SIM cards wasn't tied to my account - this after being transfered to at least 6 different agents over 4 hours then hung up. The next day I called back and talked to ******* to cancel service and return product. He promised to refund my payment right away - 10 days later I received credit to my credit card?!! If anyone is considering this service please think long and hard and DON'T BELIEVE THE ** COMMERICALS!!
  

  PureTalk

  Date: 10/08/2023

  Hi, *****! This is not the experience we'd hope for you to have. We're sorry to hear that one of the *** cards you received was not associated with your account. Please accept our apologies for the inconvenience this caused you and if you received anything other than an optimal customer service experience. We have reviewed your account and confirmed your refund of $63.09 was posted to your initial payment method on 09/27/23. If you have any further questions or concerns, you may contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromJumaane W

  Date: 09/23/2023

  1 star

  Jumaane W

  Date: 09/23/2023

  In early August, I decided to switch from ************ to PureTalk since ************ data was dropping off in the middle of the month, and I was told that I would have to wait until next month for the data to be used. Also, they always had problems with their app, and I couldn't log into my account through their website.I called and asked if I could use my current phone and if I could switch over my phone number. I told the customer service rep my IMEI number, and she told me that my phone was compatible with PureTalk.A little over a week passed, and I was told by a different representative that the phone that I had wasn't compatible, and that was why I couldn't make or receive phone calls. I waited that long because I was told that I had to wait for the transfer and that it could take a while sometimes.So, I asked if I could buy a new phone since I didn't want to deal with switching to a different company just to keep my phone number. He said no since I was a customer, even though I was still in the trial period. Since I paid for the *** card to be delivered and activated the account, which I wouldn't have done if I was told that my phone wasn't compatible!But he told me that if I wanted the new phone and to keep my phone number, I would have to switch providers, switch back to PureTalk, and buy a new phone to get a deal.Whatever. But when I tried to transfer over my phone number to Mint, it wasn't being released by PureTalk. I waited and kept getting the runaround; I assume to let the refundable trial period expire.I spoke to a customer rep again, & I explained the situation and she said, verbatim... "when you transfer back, then you can get your number back!" and hung up the phone. I called back & explained the situation to a completely different customer representative and she processed & rectified the release of my phone number. That was the end of my ordeal; ugh.I swear on myself that this actually happened. Don't fall for their well intentions!
  

  PureTalk

  Date: 10/02/2023

  Hello, Jumaane! We're sorry to hear about your experience with PureTalk thus far. Please accept our apologies for the miscommunication regarding your devices compatibility and if you received anything other than an optimal customer service experience. Devices must be 4G or higher, VoLTE capable, use the *** network, and be network unlocked to be compatible with PureTalk service. We cannot guarantee devices purchased outside of PureTalk will be supported. Customers can buy a new device through their Account Portal online at www.puretalk.com/account/login. After signing in, select the Replacements tab and choose the line from the drop-down menu. To port out your number, you must submit a port request with your new carrier and provide your PureTalk account number, PIN, account holders name, address, and phone number. If any information does not match our records, the port out will be denied and must be resubmitted with the correct information. Incorrect account information will cause delays with your port. We do sincerely apologize for the inconvenience this has caused you. Your refund request has been approved and posted to your payment card on 09/28/23. Please allow 3-5 business days for your refund to post on your bank statement. If you have further questions or concerns, please contact our *************************** at ************. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromAaron W

  Date: 09/22/2023

  1 star

  Aaron W

  Date: 09/22/2023

  Cant get through to customer service to activate a replacement sim. Cant do it online.After waiting for a customer rep for 20 minutes, the message switches and says that they're closed (even stating hours 7am to 12 midnight and its only 5 pm).Tried calling as a potential new customer and got ****** on the line right away.
  

  PureTalk

  Date: 09/26/2023

  Oh no, *****! We're sorry to hear that you could not reach our *************************** to activate your replacement SIM card. Please accept our apologies for the wait time you encountered and for the inconvenience this has caused you. We have reviewed your account and see that you spoke with an agent on 09/22/23, and your replacement SIM card was activated. If you have additional questions or concerns, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and ******* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience.