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Average of 142 Customer Reviews
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Review fromMonica O
Date: 11/21/2024
1 starMonica O
Date: 11/21/2024
I was with Straight Talk for some years and decided to join a conservative company so I purchased a membership on 7/4/24. As of 7/29/24 I was still not activated and getting through to customer service was atrocious constantly busy waiting time an hour and longer without success. I attempted numerous times to *** via their website, however, it objected to anything but plain text so I removed all punctuations and error msg continued to appear. So I obtained supports email and sent notice to Puretalk stating the issue from my email account. My phone was active from straight talk until 8/4/24 (grace ******** Calling and emailing were unsuccessful. Grace ****** runs out and my phone goes to SOS. Mind you I live alone, no family members around to assist me as an health issue became worse. I even went to ******* to use their phone to call in was not allowed. I was being billed for an inactive phone. Its Sept and theyre ***lying regarding eSIM. **** inconsistent with how to activate. After days and hours of waiting for hrs in Oct I graciously gave them one day of 4hrs *** trying to activate, next day I got through and cancelled phone was never activated. So I went with a different company. Requested my funds be refunded was told it wouldnt happen, asked again with another *** they stated they would submit request. No refunds. I encountered two ***s that were willing to assist, the rest was like I was invaded on their personal time. I want my hard earn money, I paid for a service I never obtained. I did not donate to their company. -0 rating.
PureTalk
Date: 11/26/2024
Hello, ******! We understand your frustration and sincerely apologize that your recent experience with PureTalk fell short.
Unfortunately, after reviewing your request, we are unable to approve a refund at this time because it exceeds our 30-day Money Back Guarantee window. You can find the full details of this guarantee on our website: *************************************************.
We value your feedback and appreciate you bringing this to our attention. If you need further assistance, our **************** team is happy to help. You can reach them at **************. - A.M.Review fromMichael A
Date: 11/08/2024
1 starMichael A
Date: 11/08/2024
I have been a PureTalk customer since 2016. My sons phone is on my account and the phone died. We switched SIM to new phone, but it doesn't work. I have autobill pay on my account. In 2018 they activated a PIN on my account that I was unaware of to enable two-factor authentication. I've always used my password and had a text on the phone to get into my account. Because the phone won't work, I can't get into my account with a text. So I call customer service, they ask for phone # and PIN (which I don't have). Even though I know my account #, address, credit card info, and account password, they won't even talk to me. I've spent 4 months trying to get someone from there to even cancel my account that is getting auto-billed. They treat me like I'm a criminal. How would I have all the other info. So then they say they will allow me in if I give them the last 3 phone call numbers. Hello! My phone don't work and its been 4 months. Makes me want to sue them. But now my only recourse is to get Credit card company to deal with them. 8 years as customer and this is the treatment I get.PureTalk
Date: 11/11/2024
Hello, *******! We apologize for the significant inconvenience and frustration you've experienced. It's clear that your situation has been challenging, and we understand your disappointment.
We take customer satisfaction very seriously and are committed to resolving issues promptly. Please call our *************************** at **************, we will be ready to assist. We have other verification methods that we can use to help assist you with your request.
We appreciate your patience and understanding as we work to improve. We value your business and hope to regain your trust. -C.H.Review fromRobert F
Date: 11/02/2024
1 starRobert F
Date: 11/02/2024
Puretalk is not always honest with its customers. The company in recent months sent two emails indicating that my plan was being discontinued and that there would be a "slight" increase when moving to a new plan--which would take place automatically. Sounded fair to me. A "slight increase", after all, is defined as a "very small or minimal increase". Puretalk, sadly, lied to all all of its customers who were enrolled in my now former plan. My monthly rate has been increased from ~$7.60 to ~$25.84 monthly (3.4 times the previous rate--or an annual increase of $218.88). It seems as though Puretalk simply did not want to hassle any longer with seniors who use their plan very infrequently, don't do any texting, and don't use any of the features which they boast about the new plan having. Puretalk should either 1) honor its email statement that there would only be a "slight" increase and/or 2) carefully discuss the issue with those who sent the very misleading "slight increase" email to its customers and issue an apology.
Sadly, I cannot recommend Puretalk but continue to review plans from other companies--
some which continue to offer simple plans which do not have texting capability.PureTalk
Date: 11/14/2024
Hello, ******! We apologize for any confusion or disappointment regarding the recent changes to your plan. We want to assure you that we're committed to providing transparent and fair service to all our customers.
Please contact our **************** team directly to discuss your concerns and explore options that may better suit your needs. We take customer satisfaction very seriously and are committed to resolving issues promptly. Please call our **************** department at ************** or by dialing 611 from your PureTalk device.
Thank you again for choosing PureTalk! We appreciate your business! -C.H.Review fromJanet G
Date: 11/01/2024
1 starJanet G
Date: 11/01/2024
The worse service in the world. I tried to transfer service to this company. They charged me, I never got service and trying to get my charter service back they made it impossible. I have literally sat on the phone trying to reach someone for 3 days, no response and rude ****************** solutionFinally, thanks to Charter Spectrum they called for me and finally got it taken care of..I do not recommend this company,PureTalk
Date: 11/14/2024
Hello, *****! We are truly sorry for the experience you've had with PureTalk thus far. We understand how frustrating it must have been to encounter such difficulties, especially when trying to switch services.
We are committed to improving our customer service and ensuring that our customers have a positive experience. We will use your feedback to identify areas where we can improve.
We appreciate your feedback and will use it to improve our processes and customer service. -C.H.Review fromThomas B
Date: 10/22/2024
1 starThomas B
Date: 10/22/2024
Wanted to purchase a phone thru Pure Talk. Denied. Reason given:Security protocolsNo reason or opportunity to correct Most unhelpful and very disappointing I will be leaving Pure Talk to a more customer friendly companyPureTalk
Date: 10/23/2024
Hello, ******! We understand being denied for in-house financing is frustrating. Our program uses a different approach than traditional credit checks. Therefore, several factors might have played a role in the decision.
While we can't share specific details due to security measures, we want you to know your options. We also offer financing through our trusted partner, ******, and you can apply with them at checkout. Alternatively, you can choose to pay the device in full. You may order a new phone through your account portal at **************************************************************************. After signing in, select the Upgrades tab and choose your line from the drop-down menu.
Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.Review fromLindsey H
Date: 10/16/2024
1 starLindsey H
Date: 10/16/2024
I was looking forward to switching over to Pure Talk but that changed quickly. I started service on 10/5/24 with 3 lines that I needed 2 *** cards and 1 E*** for. I received a package from Pure Talk that contained 1 *** card. I contacted customer service and was told the other card wasnt processed and I would need to get a refund and the pay the line again to get another card. So I did. The *** card I did get wouldnt work and I talk to technical support for 3&1/2 hours and couldnt get it fixed. I canceled my service on 10/9/24 and the customer service agent said I would get 4 refunds total and to check back within a week to make sure everything was good. I called customer service on 10/11/24 and was told all the refunds were pending and just waiting on the bank to replace it back. Today 10/16/24 I received I refund and I called the bank to check if there is any refunds pending on their end and I was told no that it is on Pure Talks end. I contacted customer service and I was told the other 3 refunds were done wrong and a work ticket was submitted and I would hear something back in ***** hrs via email. I just want my money back like I was told and tired of each time I call I get told something different each time . Please Beware of this company!PureTalk
Date: 11/11/2024
Hello, *******! We understand your frustration with the delay in your refund. We sincerely apologize for any inconvenience this may have caused.
Our team is actively working to resolve a temporary system issue that is impacting refunds. We appreciate your patience as we work diligently to restore it.
As soon as the issue is resolved, your refund will be processed and applied to your original payment method.
If you have any further questions or concerns, please dont hesitate to contact our *************************** at **************. - A.M.Review fromDonna S
Date: 10/14/2024
1 starDonna S
Date: 10/14/2024
The customer service was not good. It takes forever to talk to an agent. The most disappointing factor was how slow the speed became after awhile and there is nothing you can do about it.PureTalk
Date: 10/21/2024
Hello, Donna! We sincerely apologize for the extended wait time you experienced reaching Customer Service. We understand how frustrating this must have been and appreciate your patience.
Once you reach your allotted high-speed data, the speed throttles to 256 kbps. You may view your data usage through your account portal at www.puretalk.com/account/login. After signing in, select the Plan tab. Your high-speed data will automatically reset on your next bill date. You can add data to your line by selecting the Add-Ons tab and choosing Cellular Data.
Thank you for your feedback. It helps us identify areas for improvement and enhance the PureTalk experience for everyone. - A.M.Review fromDenise R
Date: 10/10/2024
1 starDenise R
Date: 10/10/2024
I easily switched to PureTalk but when I started my service and realized I do not have reliable internet, getting help is impossible. I have called multiple times which takes hours of my time. They go through their scripted response, tell me they can't help me, and pass me on to the next person, who also goes through a scripted response and says they can't help me. Each person asked me the same questions over and over. Why when I was just transferred to you by someone in your company who they know also asked me the same questions. I contacted them through written channels telling them the problem and their response was nothing to do with the actual problem I was having. I responded to their response and never got another response. I really wanted to support a veteran owned and run phone service but I am ready to go back to my old service (if I can get PureTalk on the phone to cancel my service.) This is absolutely ridiculous that a company cannot give better support than this. PureTalk, LOOK AT YOUR AVERAGE CUSTOMER REVIEW ************ OUT OF 5. SHAMEFUL!PureTalk
Date: 10/14/2024
Hello, Denise! We apologize for the frustration and inconvenience you've experienced with our customer support. We understand how important reliable service is, and it's disheartening to hear that your experience has been less than satisfactory.
We've taken note of your feedback regarding the difficulty in reaching our customer support team and the repetitive nature of the questions asked. We're actively working to improve our processes and ensure that our customers receive the timely and effective assistance they need.
To cancel service you must speak to a live agent, please contact our Customer Service department by dialing 611 from your PureTalk device or by directly dialing 1-877-820-7873.
Thank you for your feedback, as it has always helped us to improve the Pure Talk experience. -C.H.Review fromScott D
Date: 10/04/2024
1 starScott D
Date: 10/04/2024
Pure Talk Mobile claims to be a budget-friendly carrier, but any savings come at the cost of your sanity. Their customer service is abysmal. I ordered services for five phones, carefully providing IMEI and EID numbers. When I called to activate after 24 hours, they needed more information that wasnt mentioned before. After gathering that, I called back only to be told they needed even more. This process repeated four times, and by then I was understandably furious. Forget speaking to a managerthey dont exist here.After finally getting our numbers ported, theyd mixed up my wife and daughters phones, and mine wouldnt even work. They somehow got two phones right. Four hours of pointless calls later, they said, "Youll have to call tech support tomorrow."And don't even get me started on their so-called "patriotic" branding. It's a shallow gimmick, and it's insulting. Wrapping yourself in a flag doesn't excuse treating your customers like garbage. It's the telecom equivalent of putting lipstick on a pig. No amount of flag-waving is going to make up for the fact that they treat their customers like an inconvenience instead of a *********** short, if you value your time, your money, and your sanity, **stay far away from Pure Talk**. This is a company that thrives on making your life miserable the second you need actual help. They promise the world but deliver nothing but headaches. Save yourself the agony and go with literally anyone else.PureTalk
Date: 10/08/2024
Hello, *****! We are truly sorry to hear about your recent experience with our customer service and porting process. We understand your frustration and value your feedback.
To address your concerns, we have added a one-time courtesy bill credit of $69.26 to your account, effectively providing a free month of service. We will also review the specifics of your case to identify areas where we can improve our processes.
Thank you for your feedback, as it has always helped us to improve the PureTalk experience. -C.H.Review fromJohn V
Date: 09/12/2024
1 starJohn V
Date: 09/12/2024
PURETALK is useless when emergency During hurricane Franecine Sept 11 2024 no cell service yet our ******* and ATT phones work ******** hear all the hype about how they use same towers as the big guys, they don't tell you that your kicked out or denied during emergencys. I am a Veteran and senior citizen and so disappionted I went with themPureTalk
Date: 09/13/2024
Hello, ****! First and foremost, thank you for your service. We are truly sorry to hear about the difficulties you experienced with PureTalk's service during Hurricane ********. It's incredibly frustrating when a service you depend on fails to perform during times of crisis.
We understand your disappointment and frustration, especially as a veteran and senior citizen. We value our customers and strive to provide reliable service, even in emergencies.
In case of any future emergencies, here are some basic troubleshooting steps that may improve your signal. Be sure your device uses the latest software and carrier updates by connecting to Wi-Fi and going to Settings > Software Update or Settings > General > Software Update.
Your network settings may need to be reset. For instructions, visit www.puretalk.com/data.
You may also contact our **************************** by dialing ************** for further assistance.
Our Support Team is available by contact form at ********************************************** and on ********* Instagram, and X ********* social media sites for live chat. We appreciate your feedback! -C.H.
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