Reviews

Review Details

• Review frompamela p

  Date: 09/21/2023

  1 star

  pamela p

  Date: 09/21/2023

  I signed up for the service and never activated it due to my phone becoming damaged. I called within the 30 day policy "BUT SOMEHOW THAT WAS NEVER TRANSCRIBED". This 'business' does not want to credit my account for something I never even used.
  

  PureTalk

  Date: 09/26/2023

  Hello, ******! 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. We have received authorization to process your refund request. Your refund of $62.36 was posted to your payment card on 09/26/23. 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.

• Review fromMarla F

  Date: 09/19/2023

  1 star

  Marla F

  Date: 09/19/2023

  The customer service and tech support is a huge failure and VERY rude! I have been emotionally abused multiple times now trying to get my service fixed!
  

  PureTalk

  Date: 09/25/2023

  Hello, *****! We're sorry to hear about your experience with our **************** and Technical Support teams. 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 there was a reported network outage in your area that impacted service. The outage has now been cleared, and your service should be restored. Please power cycle your device 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.

• Review fromJoel P

  Date: 09/18/2023

  1 star

  Joel P

  Date: 09/18/2023

  PURE TALK uses Veterans to obtain credit card info, fails to keep promises. 8/23/23 ordered service plus "free" ******* A23 5g. Despite stating my credit card would NOT be charged until their phone arrived and service established, PURE TALK immediately charged my card nearly $50. 15 days after service was established phone stopped charging. PURE TALK stated my 14 day time limit was up. THEY REFUSED TO HELP OR TO SEND A REPLACEMENT. Instead they told me to call *******. ******* directed me to their authorized repair 50 miles from my home. Agent could not identify problem or resolve it. ******* agent ***** told me to contact PURE TALK again. AGAIN PURE TALK refused assistance. ****** said 48 business hrs for a supervisor call back. I tried again and again . **** /***** "in **" purported to be PURE TALK spvsr. Stated he would issue a ONE TIME $15 ACCOUNT CREDIT. ******************** WOULD DO NOTHING ELSE AND REFUSED TO SEND A WORKING/CHARGEABLE PHONE. **** said next bill would be in October, regardless of phone status. Stated I had a ************************************************* Egregious to treat me, a 77 yo VETERAN, in this manner. I trusted] PURE TALK and their hype. They now have my credit info and are actively charging me. NO SUPERVISOR has contacted me and I have a non-charging phone. Multiple calls TO PURE TALK gets me nowhere. Circles and wasted hours. Employees read from a script and do not listen to me. I never received a contract. I requested a copy. THE ONLY THING PURE TALK re-sent was an order for the phone 9/23/2023. NO contract ever sent and nothing in spam folders either!! Impossible to resolve. I NEED and WANT my phone. This is not a question of buyer remorse. The PURE TALK phone is defective and I want it replaced. THEY REFUSE TO ASSIST. Can you help with this issue? It's a travesty to take advantage of a 77 year old Veteran. Egregious behavior and NO assistance from PURE TALK or *******. Your assistance is respectfully requested.
  

  PureTalk

  Date: 09/26/2023

  Hello, ****! 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. We have received authorization to replace your defective device. A return label will be sent to your email address on file within ***** business hours. Please check your Spam/Junk folder in case the email is filtered out. The device must be returned in its original package with all original components. 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. Your conditional sale agreement was sent to your email at the time of purchase, and a copy was resent on 09/18/23. You may also view the document through your account portal online at www.puretalk.com/account/login. After signing in, select the Plan tab, scroll down to My Device, and click on Conditional Sale Agreement and Consent to Electronic Delivery. 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.

• Review fromChris R

  Date: 09/14/2023

  1 star

  Chris R

  Date: 09/14/2023

  I ordered a phone Iphone 14 standard and had to return it because the phone wouldn't accept software update and wouldn't turn off. So I returned it with the Box and label for the credit return. I ten ordered another phone, and received it, without and return box and lable for the second phone. It came in a box different from first delivery (No return box or label) So I attempted for several weeks to get a return label, and continuously was given little or no info to resolve issue tso I could return my phone for credit. My second phone received DID NOT HAVE A RETURN BOX AND LABEL. They kept saying they sent one, and they didn't. It should have been in the box with second phone, but it never came. I tried for nearly 2 months to return my phone for credit. Finally, someone gave me an address, but according to ******, it was the wrong address. I sent it to where customer service told me to send it. was also told to use my account # as return authorization number. then was told by ****** that was wrong too. that the phone was sent to the wrong address. Bottom line is NO ONE CARES TO HELP! They could have cared less whether my phone got to the right place or whether I **********. my experience has been horrible! No one should have to deal with this kind of service, ever! Had I known this type of runaround would occure I never would have switched. Pretalk customer service is by far the worst Ive experienced among cell providers. Know this, their Customer serice is horrible!!!! I will continue to elevate this until someone finally take responsibility for caring to help a customer who was treated so bad!
  

  PureTalk

  Date: 09/18/2023

  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. We have reviewed your account and see that your trade-in device was sent to our Warehouse. We shipped the device to ******, which was delivered on 09/18/23. ****** will inspect and test the device. Please keep an eye out for email correspondence from ****** regarding your trade-in. Once you have accepted the credit amount, we will post it to your payment card. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromRobin H

  Date: 08/17/2023

  5 stars

  Robin H

  Date: 08/17/2023

  They are easy to reach for support, and seem able to fix most problems with friendly and helpful service.
  

  PureTalk

  Date: 08/21/2023

  Hi, *****! It's fantastic to hear you could easily reach our support team and received an excellent customer service experience. Did you know you could earn a $20 credit for referring family and friends? You may visit **************************************************************** to learn more about our referral program. Thank you for your feedback and for being a valued PureTalk customer! We truly appreciate your business!

• Review fromGary L

  Date: 07/28/2023

  1 star

  Gary L

  Date: 07/28/2023

  Called to activate two phones. Was told one not compatible and had to buy a new one. Bought a Schok Classic from Pure Talk. Without much use I had to charge it twice a day. Signal reception iffy with both phones on Pure Talk. After realizing the worthlessness of the purchased phone I got back on Pure Talk website and it said my original phone was compatible. Called Pure talk back and they would not compensate me for the Schok and still said my original phone was not compatible. The representative would not let me talk to a supervisor. Both calls to this company were with representatives who had thick accents and hard to understand and communicate with. This makes issues even more complex. If a company's website is wrong it should be corrected in reference to bring your own phone. The second representative said I had to send the Schok back to be tested but I can't have a refund no matter what. So in essence I would have to be without a phone for all that time. Pure Talk is not a company I respect or recommend.
  

  PureTalk

  Date: 08/01/2023

  Hello, ****! 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. Device return requests must be submitted within 14 days of receiving the device to be eligible for a refund. You may view our return policy at www.puretalk.com/return-policy. If you are experiencing issues with your device holding a charge, you may contact the manufacturer for troubleshooting. Devices must be 4G or higher, VoLTE capable, use the *** network, and be network unlocked to be compatible with PureTalk service. Due to the varying models on the market, we cannot guarantee support for devices purchased outside of PureTalk. 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.

• Review fromChristine H

  Date: 07/10/2023

  1 star

  Christine H

  Date: 07/10/2023

  On June 7, 2023, I contacted PureTalk after hearing multiple commercials through ******** and Hannity. I hoped for four phones for my children and only contacted them because of the price offered. I was told the $55 plan was at $30/mo for those that qualified. I was told that I did not qualify due to my credit but that if I bought all four of the phones outright for cash that I would then qualify for the $30/mo plan. It is now June 23rd and I keep having problems with the phones maintaining internet and having space for basic pictures. I contacted PureTalk today at 9:30P and was told that I was talking to *******. I was talking to her for nearly ********************************************************************************** on the phone for not qualifying for the $30/mo program with my credit. She would not give me her name - I had to call back and ask someone else. And then she hung up on me. I called back and talked to *****. She gave me the previous person's name I had talked to, but when I asked her for the corporate number - she told me she wasn't sure they had one, she would have to check, and then she hung up on me also. I am a military veteran who trusted the channel ********, the sponsor *********************** and the company PureTalk. This company only takes advantage of veterans, does not help them. They also use bait and switch tactics and refuse to have integrity to fix their issues or give access to a supervisor. I want a full refund of all money paid for the four phones and any charges that have been charged for service up to this point. I had great expectations and am disappointed that companies like this exist to take advantage of anyone, much less older people and veterans. For shame PureTalk.
  

  PureTalk

  Date: 07/17/2023

  Hello, *********! We regret to hear about your experience with PureTalk thus far. Please accept our sincerest apologies if you received anything other than an optimal customer service experience, as this is our top priority. Our $55 Unlimited Talk, Text, and Data is not discounted to $30 for qualifying customers. A soft credit check is performed if you wish to finance a device using our in-house financing program. To receive the device discount, you must activate a new line of service, port your current phone number, remain on AutoPay, and the service must be activated within 30 days. You must also select and stay on the $30 Unlimited Talk & Text + 6GB Data or higher plan for the 30-month conditional sales agreement. Currently, you do not qualify for a device refund as you are outside our 14-day return policy. You may view our return policy at ****************************************************. Due to the account being active for more than 30 days, your account does not qualify for our Money Back Guarantee for your service plans. For more information, you may visit *************************************************. If you have any questions or require further assistance, you may contact our *************************** at ************** or via email at **********************************************. Thank you for your feedback, which always helps us improve the PureTalk experience.

• Review fromLinda M

  Date: 07/07/2023

  1 star

  Linda M

  Date: 07/07/2023

  So my brother has tryed to get pure talk they sent him tbe phone but wouldn't give him a new number then they told him he needed th pay phone off he has tryed to do that . They just give him tbe runaround they will not even activate the phone now he's out 69 dollars for a phone he can't even use.
  

  PureTalk

  Date: 07/17/2023

  Oh no, *****! We're sorry to hear about your brothers experience with PureTalk thus far. Please accept our apologies if he received anything other than an optimal customer service experience, as this is our top priority. If he purchased a device with our Instant Phone Discount, he must port a current phone number, remain on AutoPay, and service must be activated within 30 days. If he does not have an active number to port, he will be required to pay the subsidy amount to activate service with a new number. We have reviewed the account and see that he spoke with a member of leadership, and a device return request has been submitted. Once we receive the device, it will be inspected and tested. Upon approval, we will process the refund. 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.

• Review fromPamela M

  Date: 07/05/2023

  1 star

  Pamela M

  Date: 07/05/2023

  ********* services that prey on the elderly and not tech-savvy. I spent hours trying to straighten out my parents cellphones. Their phones conveniently wouldn't work AFTER they told him how easy it would be to switch and port their numbers, so they had to buy new ones. There have been so many issues after that. Needless to say, 2 weeks after switching neither one of their NEW phones work. When trying to call, they will charge you to talk to customer service representative-to fix their mistakes.
  

  PureTalk

  Date: 07/17/2023

  Oh no, ******! We're sorry to hear about the experience you and your parents had with PureTalk thus far. Please accept our apologies for the delayed response, as we could not access our reviews. The issue has been resolved, and we're committed to turning your experience around. Devices must be 4G or higher, VoLTE capable, use the *** network, and be network unlocked to be compatible with PureTalk service. Customers will not be charged for contacting our **************************** We're committed to resolving your parents service issue and would appreciate an opportunity to assist you further. Please email us at ******************************* with the account holders name, address, and mobile phone number. Please also include your BBB review reference ID. Once we receive your email, we will have an agent reach out to you. Thank you for your feedback, as it always helps us improve the PureTalk experience.

• Review fromBruce C

  Date: 07/04/2023

  5 stars

  Bruce C

  Date: 07/04/2023

  **************** is in ******* and very thorough to get my number ported over. Happy with their 5g connection.
  

  PureTalk

  Date: 07/17/2023

  Hi there, *****! Please accept our apologies for the delayed response, as we could not access our reviews. We're thrilled to hear youre enjoying your PureTalk service! Did you know you could earn a $20 credit for referring family and friends? You may visit **************************************************************** to learn more about our referral program. Thank you for your feedback and for being a valued PureTalk customer! We truly appreciate your business!