Reviews

Review Details

• Review fromDEE H

  Date: 07/21/2024

  1 star

  DEE H

  Date: 07/21/2024

  No one from customer service is picking up the phone. I have terrible service issues that need to be addressed, and no one will pick up the phone when I call, and, yes, I am calling during their business hours. I am paying for terrible service, which used to be fine, but they apparently have no employees, anymore,
  

  PureTalk

  Date: 07/23/2024

  Hello, ***! We're aware of the higher call volume than usual, and we apologize for the wait you've encountered. We know your time is valuable, and we want to get you connected ASAP. Here are some troubleshooting steps you can try to get your phone working again:
   
   Android
   1. Connect to Wi-Fi and go to Settings > System or Software update > Check for updates to check if updates are available.
   2. Go to Settings > System or ****************** > Advanced > Reset options > Reset network settings.
   3. Go to www.puretalk.com/data and follow the instructions to update your APN settings.
   
   iPhone
   1. Go to Settings > Airplane Mode > Switch to turn > Wait a few minutes > Switch to turn off. (Airplane Mode can also be turned on/off from the Control Center)
   2. Connect to Wi-Fi and go to Settings > General > Software Update.
   3. Go 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. 
   
   We appreciate your patience, **** If you're still having trouble after trying these steps, please let us know and we'll be happy to help further. Thank you for your feedback! It helps us improve the PureTalk experience. - A.M.

• Review fromChristine F

  Date: 07/19/2024

  1 star

  Christine F

  Date: 07/19/2024

  My Iphone 7 stopped receiving and unable to also make calls. Phone is old - I know. I liked Pure Talk up to this point. I bought a (what I was led to believe was a NEW Iphone 13) cost was over ******. I asked for overnight delivery since I was involved with 2 commission deals where the phone is extremely important, the customer rep said "sorry, I already submitted the order and it will be a 2 day delivery". Since she was nice I didn't make an issue of it. I just received the 13 via ***** and began the task of the transfer of data, etc. I called Pure Talk to help activate and make sure I have the same number etc. With the help of customer service rep, we went through the steps but the "new phone" would not turn on. She kept putting me on hold but nothing worked. She became defiant in her stance that "just repack the phone and send it back to us" - I NEED MY PHONE - I ASKED IF THIS WAS A NEW 13 IPHONE OR REFURBISHED ONE. SHE SAID I DON'T KNOW. VERY UNHELPFUL AND WHEN I GOT ANGRY AND SAID THE **** S*** SHE TOLD ME SHE WAS HANGING UP AND DID! I have been with Pure Talk for 2 years and have brought several friends to using Pure Talk. I am shocked that this is the Veteren owned customer service you have implemented. I NEED A PHONE - so because she was offended - sorry that is her job and obviously she can't handle it. NOT SURE WHAT TO DO NOW.
  

  PureTalk

  Date: 07/23/2024

  Hi, *********! We understand the frustration of having trouble activating your new iPhone 13. We apologize if our **************** wasn't helpful. We have checked your order and confirmed the iPhone 13 you purchased is brand new. If the phone is not functioning, you must contact **************** at ************** to submit a return request. You may view our return policy as well as the return address at ****************************************************. Once we receive the phone, it will be inspected and tested. Upon approval, we will post your refund to your payment card. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromRichard L

  Date: 07/17/2024

  1 star

  Richard L

  Date: 07/17/2024

  I wish I could give zero stars. PureTalk has terrible customer service. You wait for an hour to speak with someone that is unable to help you because they're just a sales person. We decided to switch carriers because of the terrible customer service. ********************** claimed that phones were unlocked automatically when we cancelled service. LIES! They held our phones hostage by not unlocking them! Our new carrier had to get involved to try and get them unlocked. My wife's phone was finally unlocked after a week of battling with them. Mine is still locked after TWO WEEKS! To top it off, they billed us for service after they had turned our service off. We had to contact our bank to stop payment. They are the worst! Avoid them!
  

  PureTalk

  Date: 07/23/2024

  
  Hello, *******! Thank you for taking the time to share your experience with PureTalk. We sincerely apologize for the frustration you've encountered with our customer service, phone unlocking process, and unexpected billing.
  
  This falls short of the service we strive to deliver, and we take your feedback seriously. We're investigating the issues you mentioned regarding wait times, representative knowledge, and inaccurate billing.
  
  We understand you'd like to unlock your devices to use on another network. Since you bought your phone from a previous carrier, unlocking capabilities fall outside of PureTalk's scope. We sincerely apologize for any inconvenience this may cause.
  
  To unlock your device, we recommend contacting your original carrier directly. They'll have the necessary tools and information to assist you efficiently. Thank you for your feedback, which has always helped us improve the PureTalk experience. -C.H.

• Review fromPaul B

  Date: 07/10/2024

  1 star

  Paul B

  Date: 07/10/2024

  **************** is terrible! Every time you call it has a recorded message we are experiencing longer than normal wait times 45 min. or better. My dad purchased a phone and service because he is on a fixed income thinking he could save some money, to end up with a phone and no service, not to mention being billed for a month of service for a phone not activated. This all boils down to a 6 digit pin they dont recognize, along with 2 phone numbers that they dont recognize. I had him sitting beside me to answer personal questions and they still would not give him any information on his own account. One of the latest calls left my dad and I sitting in limbo, can you hold a minute, Ill be right back, 35 minutes went by and she never came back. The next tech, said I hate to hear that and either hung up or accidentally disconnected us, after waiting on hold for 45 minutes. This whole deal has just been a headache! I shouldve checked reviews before he purchasedhad I known he was fixing to purchase! I guess well just chalk it up as ****** learned.
  

  PureTalk

  Date: 07/12/2024

  Hello, ****! We sincerely apologize for the extended hold times and any inconvenience you may have been caused. We know waiting isn't ideal, and we appreciate your patience. To best protect your account information, our agents need to verify the account holder's name, address, PIN, and phone number. This ensures we're speaking with the authorized person. We see you've already spoken with an agent and a ticket has been escalated. Our leadership team will be reviewing it, and an agent will reach out to you directly to follow up. We appreciate your understanding as we work to resolve this issue quickly. - A.M.

• Review fromStephen G

  Date: 07/09/2024

  1 star

  Stephen G

  Date: 07/09/2024

  Pure Talk **************** is the worst on hold for over an hour each time( over a dozen times) I give up.Pure Talk High jacks my phone each time I open an application, Im forced to watch a 15 second add. Every time my Ring goes off, or any other application , your forced to watch a 15 second add.Now I cant even cancel, customer service doent respond at all. My phone number is now High Jacked, to Pure talk. cant tranfer my number, customer service doesnt exist.
  

  PureTalk

  Date: 07/11/2024

  Hello, *******! We sincerely apologize for the extremely frustrating experience you've had with Pure Talk. Your feedback about our customer service, intrusive ads, and inability to cancel your service is deeply concerning. We understand how upsetting this must be, and we want to assure you that your concerns are taken seriously.
  
  Regarding the ads on your device, these may be controlled either by the device or by the individual applications. PureTalk does not put ads on devices. We recommend contacting your device manufacturer directly for assistance.
  
  To port your phone number to a new carrier, you must provide your new carrier with your PureTalk account number, account PIN, and full name and address exactly as they appear on your account. If this information needs to be updated, you may go online to www.puretalk.com and log into your Account Portal. The account number may also be viewed in the Account Portal, and a PIN may be set. If you choose not to establish an account PIN, you may utilize 0000 or 1111 as the **** Thank you for your patience and understanding. -C.H.

• Review fromDeAnn P

  Date: 07/05/2024

  1 star

  DeAnn P

  Date: 07/05/2024

  Terrible customer Service. Signed up and paid for a connection with this company and was unable to make the change over from ********************* because contact with Pure Talk to assist with that by phone and or email did not occur, or waited on 'hold for 15 plus minutes more than once. Emails have not been responded to with answers.I requested a cancellation and a refund in June and so far no response to that either.Do not use this company. A friend of mine had the same result last year I am told, now that I have had the problem.
  

  PureTalk

  Date: 07/09/2024

  Hello, *****! We apologize you weren't able to get in touch with **************** and activate your service. We understand the frustration this caused. After reviewing your account, we confirmed your order was cancelled on June 6th, 2024, and a refund was issued to your payment card on June 11th, 2024. You should see the refund reflected within your bank's processing timeframe. If you have any other questions or concerns, please feel free to reply to our email directly. Thank you for your feedback. It's valuable in helping us improve the PureTalk experience for all our customers. - A.M.

• Review fromRK M

  Date: 07/05/2024

  2 stars

  RK M

  Date: 07/05/2024

  **************** is extremely poor. If you have hours of wait time, great. After connecting, we were put on hold and then our call was dropped 2x. Was our situation resolved??? Guess well have to put more hours in to find out!
  

  PureTalk

  Date: 07/09/2024

  Hello, RK! We understand the frustration of waiting, and we sincerely apologize for the inconvenience.  We'd be happy to help! Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and X ********* for live chat.  Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromClint H

  Date: 07/01/2024

  3 stars

  Clint H

  Date: 07/01/2024

  Great plans but absolutely horrible customer service response time. They advertise that we can trust them. Yes. Trust that itll take forever to get them to answer. The on hold voice repeats, were experiencing higher than usual call volume. Not true. Rather, were understaffed for the number of calls we get and dont have qualified help to provide you a decent response. This is nuts. Yes they are quite a bit cheaper but this comes at a great cost if you ever need to speak to someone. Unless you have an hour or so to burn. Not fun.
  

  PureTalk

  Date: 07/05/2024

  Hi, *****! We understand the frustration of long hold times, and we sincerely apologize for the inconvenience. We're actively working to reduce wait times and get you connected to a representative faster. While our **************** team is always happy to assist you by phone, we are also available through our Contact Form at ********************************************** and social media sites ********* Instagram, and X ********* for live chat. We appreciate your patience and feedback. It helps us continuously improve your PureTalk experience. - A.M.

• Review fromCynthia W

  Date: 06/21/2024

  1 star

  Cynthia W

  Date: 06/21/2024

  I signed up, paid and then never heard from anyone. I tried calling, never got through day on hold for a very long time on each of my 4 attempts to connect with their ***************** Tried submitting my questions via their online contact form, it found issues with the alphanumeric communication typed up, I searched and searched and found no issue with my communication and their input parameters. So I cant seem to get a hold of them. Maybe Ill get off only losing my money, maybe theyll never establish my account with them, so Ill stay where I am. But this isnt how you do business or attract customers!!!
  

  PureTalk

  Date: 06/26/2024

  Hello Cy! Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration you've encountered trying to reach our customer service team and establish your account. This is certainly not the impression we want to leave on new customers.
  
  We understand your time is valuable, and long hold times are unacceptable. We're actively working to improve our call center wait times and would appreciate the opportunity to rectify this situation.
  
  Here are a few ways we can help:
  
  Call us back: If you're still interested in switching to PureTalk, we recommend calling us again at ************ during off-peak hours (mornings and evenings tend to be less busy).
  Online: The eSIM and plan may be activated online at *****************************************************.
  Contact Form: **********************************************
  Live *************** Instagram, and ******* (search for PureTalk)
  Phone: 1-************
  
  Thanks for your feedback! We appreciate you choosing PureTalk.
  
  We value your business and hope you'll give us another chance to demonstrate the quality and affordability PureTalk offers. -C.H.

• Review fromJoseph W

  Date: 06/16/2024

  1 star

  Joseph W

  Date: 06/16/2024

  We just arrived in remote ***** and we knew there was no cell service but last year our phones from ******** would work using WiFi on our Starlink system (This was the reason in buying Starlink). Both of our phones will not work using the WiFi from Starlink because of Puretalk requiring a Mobile connection. Both of our phones will not work using the ** parks Starlink WiFi either so its not just our Starlink. We could only send emails to Puretalk about this problem and after 5 days we have not heard anything back from them. Called customer service and was transferred to a tech. She said to turn OFF the WiFI connection from Starlink and see if we still had any internet! I told her that is the only way we get the internet and supposedly **** calling. She said that it was a Starlink Problem and not theirs. When we try to call someone an information box comes up and says that we have no mobile service even though WiFi calling is selected. Tried to pull the **** card and make a call but Purtalk has the phones locked out of WiFi calling internally.. Puretalk ads speak highly of using a WiFi connection to make calls but they say nothing of needing a mobile connection to do so. The phones are now worthless for our remaining 4 months unless we go back to ********
  

  PureTalk

  Date: 06/17/2024

  Hi, ******! We understand the inconvenience caused by your recent inability to access service while connected to Starlink. We apologize for the disruption and want to ensure a swift resolution. We have verified that we responded to your emails with troubleshooting steps on 06/13/24 at 10:04 AM, 11:48 AM, and 2:18 PM EST. Please be sure to check your spam/junk folder as our emails may have been filtered from your inbox. Here are the steps we provided:
  
  Android
  1. Connect to Wi-Fi and go to Settings > System or Software update > Check for updates to check if updates are available.
  2. Go to Settings > System or ****************** > Advanced > Reset options > Reset network settings.
  3. Go to www.puretalk.com/data and follow the instructions to update your APN settings.
  
  If you need further troubleshooting assistance, please let us know. Our Support Team is available through our contact form at ********************************************** and on social media sites ********* Instagram, and X ********* for live chat. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.