Reviews

Review Details

• Review fromRichard H

  Date: 12/01/2022

  1 star
  I purchased 2 lines and 2 phones on 11/19. I received an email shortly afterwards stating my order was being processed and I would receive another email when the phones shipped. I paid for 2 day shipping. On 11/21 I received an email asking for a photocopy of my drivers license that reflects the address I entered when I signed up. I sent the email with my license attached. I included the account and Help desk ticket number as well. The next day I attempted to register my account and my credentials were not recognized. I called the help line and spoke with a ***. I let them know what was going on and they put me on hold while they looked into the issue.The call dropped about 5 minutes later. I called backed and asked to speak with the person who sent the email the day before (*********************). I was put on hold again and once again I was hung up on. I believe I was hung up on a total of 4 times. I called back the next day and asked for a manager and again was put on hold. I was then told the phones wouldn't arrive until probably Tuesday, 29th. I get home Tuesday night and no phones have arrived, I still can't register my account, I haven't received an email from Pure Talk since the 21st, but a charge is still on my CC for over a thousand bucks. I called this morning and after holding for about a minute, I was hung up on again. I called back and asked for a manager and after holding and waiting for an answer, I was informed my account was canceled because they never heard back from me and that the CC charge was to be reversed on the 28th. As I'm being told this, I'm looking at the email I sent on the 21st w/ a copy of my license attached (I confirmed the email address w/ the *** I was speaking with). I was also looking at my online CC account which clearly showed no credit for the amount that was charged. Before I hung up, I told the lady I expected the credit to be expedited. I get home tonight, checked the account, and no credit. Unbelievable!

• Review fromSuzanne A

  Date: 11/04/2022

  1 star

  Suzanne A

  Date: 11/04/2022

  I bought my plan at the end of Sept. The rep told me a ***** was as good as a ******* so I said ok. From the moment I turned on the phone it's been a nightmare. For 2 weeks I tried to work through the issues. Then I started calling customer ************** support. My problems were getting enormous. I am a Medical Sales Rep in a territory & live by my phone.I couldn't get messages. Couldn't send a message. No group ones for sure. The screen would change out of nowhere while I was on the phone & the other person couldn't hear me. I couldn't use data or wifi on the road. I was on the phone with a clinic when the service just went out. For 30 min I had no service. I would get texts with downloads, but nobody sent them. I'll be reading something & the screen will change 2-3 times. If I was trying to answer the phone it wouldn't pick up. The screen would go black in & out when trying to hang up or make a call. I asked repeatedly for a manager or supervisor to contact me. Nobody has called to this day. I was threatened with losing my number if I left. I was told I could leave but would have to pay for a phone that doesn't work. A rep told me managers do listen to these calls. I was horrified to know they heard me crying & begging for help & still felt like I wasn't worth talking to. I'm done! I'm moving to another carrier asap. Please do not fall for this BS that they're just as good. My experience is the service is horrible. **************** could care less.

  Suzanne A

  Date: 11/04/2022

  I will be sending emails to *********************** ************************ & ****. I'm so disappointed in them.

• Review fromGeralyn W

  Date: 10/23/2022

  1 star
  I signed up for service to save money. What a joke! On the initial call, they said our phones were compatible. When we received the *** cards and called for help setting them up, again told our phones would work. Our phones would not stay connected to the network and we were only allowed to make emergency calls. I don't even know how many times we called for help and had to reset the phones. After fighting this mess for three weeks, we were told our phones wouldn't work because of the **** numbers and we would have to buy 2 new phones. Never never in the 3 weeks did anyone ask about that. Maybe instead of asking what model of phone you have, they should ask about the **** number. We canceled and asked for a refund. Told we used **** minutes in 3 weeks on phones that wouldn't stay connected to the network. Not really sure how that was possible. It's really a joke to watch their commercials and all the conservatives who advertise for them. They always say if something sounds too good to be true, it usually is. We went back to our old carrier, more expensive but at least we have service. I would not recommend Pure Talk to anyone. We learned the hard way. Thank you

• Review fromdavid d

  Date: 10/18/2022

  1 star
  I tried puretalk usa because they said my phone will work with them and when it didn't I cancelled the next day. They was supposed to give a refund but now they are saying not going to refund me.

• Review fromNita T

  Date: 09/09/2022

  1 star
  HORRIBLE CUSTOMER SERVICE! THEY DONT KNOW THEIR JOBS! I WAS SO FRUSTRATED BEFORE I EVEN GOT TO ACTIVATE MY NEW *****! THE ***** WAS SENT AND DIDN'T HAVE THE CORRECT CABLE TO EVEN CHARGE THIS *****! I HAVE ASKED FOR A RETURN LABEL 3X AND GOT PUSHED BACK TO THE MAIN MENU SEVERAL TIMES IN 1 ***** CALL! I WAS SO UPSET THAT I WAS IN TEARS!

• Review fromDIANE C

  Date: 09/07/2022

  1 star
  I purchased two A52-5G 128 GB Awesome Black phones on December 30, 2021, for the discounted price of $249.99 each, full price was $499.99 each. I was billed for $249.99 each which I paid in full. I had to upgrade the service to get the phones that I desired.I tried to activate my phones and was having great difficulty as I am not a tech genius or a teenage kid, I am 74 and could not get them to work so I waited for my grandkids to come and help me. It was around the first part of February before they came over and they could not get them to work as well.I called Pure Talk and was on the phone with them for an extended period of time and using their directions and instructions we were still unable to get them to work. After a lengthy period of time and several different PureTalk technicians attempting to activate them, Pure Talk finally admitted that contrary to PureTalk's false advertising claim that their service uses all the SAME cell towers as the big carriers, Pure Talk does NOT service *******. Despite the fact that the phones could not be used as per Pure alk's advertising claims and instructions PureTalk informed me that the 15-day return time had elapsed and that I could not return the phones.After about 4 hours on the phone and back and forth between agents PureTalk came up with the resolution for me to keep the phones and that I would not receive any other charge.Two months later they turn me in to collections for the money that they had discounted me for services they could not provide.I have spent hours on the phone and emails back and forth with the ***********************, the collection agency and PureTalk.Think about it-who would buy a phone or any other device that DOES NOT WORK!Both PureTalk and *********************** are shyster companies!! They are ruining our good credit!! I have not been able to receive any satisfaction from them!!DO NOT DO BUSINESS WITH PURETALK UNDER ANY CIRCUMSTANCES!!!!!!

• Review fromPat G

  Date: 09/01/2022

  1 star
  I signed up for this service because my previous carrier increased my monthly rate. Ive been with pure talk for a month. I was informed that my mobile hotspot may not work with my current android device. May not wont. Over the month ive not been able to connect to hotspot data. I thought maybe i would have to get a new phone from pure talk directly. I figured ok, just to get the previous carrier out of my life. I checked their web site looking for an iphone which they, pure talk, recommended that would work? Hmmm. Called a pure talk representative to get a new phone from pure talk. I was informed that the price for the phone i was looking at was 300 some odd dollars more than what was on the website due to the fact i was not a new subsciber. ONE month after signed up for this service and being told that my device MAY not work, i cant get a new phone for the lower cost because i have been with this service for ONE month. The representative was kind, here it comes, but i could tell that this conversation was GOING NOWHERE! It really is pathetic that there was no accommodations due to the short time frame i have been with this service.

• Review fromJackie P

  Date: 08/19/2022

  1 star
  This was the worst experience I have ever had with a phone carrier! First of all, I had NO internet connection anywhere including my own house standing 5 feet away from my modem. Pure Talk couldn't locate a signal if it was trying to find them. I could not use my ********* anywhere new because, you guessed it, no service. I had to carry written directions like I was back in high school. Then they charge an extra six dollars a month unless you are on direct pay. I only get paid once a month and asked if they could move my payment date back 3 days so I would not get charged the extra amount. Even that was too complicated for them. Finally, I had enough and switched to another carrier. When my sim card came and I cancelled my Pure Talk service (best day ever!!!), the thieves told me that they could not give me a refund for the remaining 26 days!!! that I would not be receiving service! On what planet do they feel entitled to keep money they have not earned? I did not have choice to only pay for the 4 days, I was forced to pay up front for the whole month. This is a shady company. They have no morals, no customer service, no internet service, I don't know why they qualify to be called a service company at all. She actually told me that I had to time my cancellation perfectly to the end of the month in order to not lose money. What a bunch of crooks. Never again. Good riddance. I hope no one has to suffer the frustration and the rip off that I did.

• Review fromCharlotte C

  Date: 08/12/2022

  1 star
  on June 9,2022 called Puretalk to obtain a less expensive phone carrier. Salesperson stated that this was a 30 day risk free 100% refunded if not satisfied order # cost of $50.83 for 2 phone lines keeping the same numbers with a monthly fee of $40.70 to be deducted monthly from the credit card acct. The salesmen and I reviewed the phone styles to see if they were compatable on June 9th the phones were. I paid the initial fee. Received the package with the **** cards on the 14th. Called customer service for assistance, gave them information they needed to help set up the phones only to be told that this series does not work with the 5G system. After 3 hours with one rep and another 2 hours with an additional rep. I ran out of patience and cancelled Puretalk and returned to former carrier ******** I was informed that the acct was cancelled and would receive a refund in 7 to 10 days of $50.83. I checked my credit card acct statement and received a refund of $23.42 on 7-2-22. I called Puretalk to inquiry of refund. I was informed that I used too much data and had to pay the **** of $27.41. I informed them that that the phones never connected how could I acquire a cost for data. **************** rep informed me would check with manager left me dangling for over ************************************* I feel that with the many deceptive information that I received there should be a complete refund !00% and review their deceptive sales practices.

• Review fromSharon G

  Date: 08/10/2022

  1 star
  I've had a TERRIBLE EXPERIENCE with this company!! I called them on June 27, was charged immediately for sim card, postage, insurance, etc. Received my card on June 30 and took it to ******** to have it transferred. July 1, my phone had no network!. I went online to find out why since I couldn't call and I see that my device is not supported due to 3G!! Why didn't they tell me that when they signed me up and charged me?? So I spent the 4th of July weekend going back and forth to ******** local offices trying to get my ph# transferred back to me. Had to purchase another line with ******** in order to have it transferred back to me. I finally have it resolved on July 4th! Today, Aug 9, I'm enquiring as to why the charges have not been refunded to my CC and am told that the refund has been denied!! I won't waste time here trying to explain why but it looks like I'll have to file a complaint about them in small claims court. It's the principle of the matter, not the dollars. They want to be a reputable company but treat customers like this? NOT RIGHT!This was a horrible ordeal for the entire fourth of July weekend.Just now had a conversation with a supervisor -Aug 9, 2022-who says they CANNOT refund my money because the RISK-FREE GUARANTEE states you can't go over 500MB of data!! How did I get 500 MB of data when I had no network!!??? I want to contact every advertiser and tell them it is false advertising - "It's so easy!" NOT!!I guess I have to click one star at least...I don't want to.