Reviews

Review Details

• Review fromTimothy M

  Date: 06/13/2024

  1 star

  Timothy M

  Date: 06/13/2024

  If I could give a score of ZERO I would. I am going to do everything I can to get a hold of *********************** (commercial spokesperson) to let him know how bad PureTalk customer service is. He may not want to put his reputation on the line when the horrible customer "NO SERVICE" is exposed. There is another part of the country that we needed to be in to take care of older parents, and the PureTalk service we had in that area was very "iffy" to be nice. Even the Pure Talk Tech Support said there is nothing they could do to improve the "service", and he even tried to blame the (large competitive) companies that owned the towers nearby. You want to hear incompetence? So, to try and fix the issue, they said they needed to turn off the phone service to our phone number for brief period and then they could fix it. Well, they did exactly what they said, and "click" our number during the call and phone service was GONE! So, my wife had NO Service and could not call anybody! So, I (Hubby) was 12 hours away and tried to call PureTalk and told them the situation, well they demanded that she needed to be on the phone to verify. (????) really? (Wife and I had to communicate thru messenger to figure out what was going on) So, we are trying to switch over to V, and during that process V was given a "bogus" Transfer Pin from the ********************** to port our number over to V. Well, my review checkers, that's called "LYING" and should be FINED by the **** So, we are now stuck, because Pure Talk will not talk to hubby (me), and we cannot remember our passwords and pin numbers and they are able to charge our auto pay at their leisure, and they already have. do yourself a favor, DON'T SIGN UP FOR PURE TALK!
  

  PureTalk

  Date: 06/14/2024

  Hello, *******! We're sorry to hear about your experience with your PureTalk service and porting your number to a new carrier. We understand your frustration and sincerely apologize. At PureTalk, we strive to deliver exceptional customer service and regret if your experience falls short of our high standards.
  
  Outdoor coverage may vary from indoor coverage and may be impacted by local terrain and structures. You can help improve your service by installing the latest software and carrier updates and ensuring your network settings are correct. For instructions to reset the network settings, you may visit *******************************************.
  
  To ensure account security, we require the account holder's presence when contacting **************** for verification purposes. If you are not listed as an account holder, we cannot make any changes or release any information.
  
  We see that your port out request was denied due to an incorrect ***. You can locate your *** through your account portal at ******************************/account/login. After signing in, select the Profile tab. Additionally, you can add yourself as an authorized account holder within the same section.
  
  We see that you couldn't verify the *** on the account and an email was sent to our Loss Prevention team. An agent will reach out to you to assist you with your *** recovery so you can transfer to a new carrier.
  
  We appreciate your understanding and patience during this process. Should you require further assistance prior to receiving a response from our Loss Prevention team, please do not hesitate to reach out to us using the Contact Form at **********************************************. We're also available on social media sites ********* Instagram, and X ********* for a live chat. - A.M.

• Review fromSteven H

  Date: 06/12/2024

  1 star

  Steven H

  Date: 06/12/2024

  Worst phone carrier ever. DO NOT EVER USE THIS COMPANY. They advertise the great network coverage and great customer service.NONE OF THESE ARE TRUE.Last experience I had was I was driving on some back roads and my phone all of a sudden stopped working. They dont accept calls even for support after 8 pm. So I had to wait until the next morning and then I was on hold for TWO HOURS.The lady who answered the phone was extremely rude. Asked for a *** number so I asked where I could find the *** number and she wouldnt even let me know where to find it!!!!!!Then she literally hung up on me after I was hold for two hours.They state it is an unlimited data plan but then it states you only have a set amount of data?I am going to speak to an attorney about this. They are a sham of a company.
  

  PureTalk

  Date: 06/14/2024

  Hello, ******! Thank you for bringing your recent experience with PureTalk to our attention. We sincerely apologize for the inconvenience and frustration you encountered, especially with network coverage, customer service wait times, and the *** issue.
  
  Network Coverage: We understand your frustration with losing service on back roads. PureTalk utilizes the AT&T network, and while coverage is extensive, there can be occasional gaps, particularly in rural areas. We are constantly working to improve network coverage and apologize for any inconvenience this may have caused. 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.
  
  Customer Service: Our wait times are typically lower than two hours, and we are sorry you experienced such a delay. We are committed to providing excellent customer service and appreciate your feedback. We are actively working to improve our staffing levels to ensure faster response times.
  
  *** Number: We understand your confusion regarding the ***.  You can retrieve your *** through a secure verification process to protect your account information by logging into your Customer portal.  For security reasons, we cannot share *** details over public forums.
  
  Data Plans: Our unlimited data plans prioritize high-speed data for a generous amount of usage each month.  After this allotment is reached, data speeds may be reduced for the remainder of the billing cycle.  We offer a variety of data plan options, and a customer service representative can help you choose the plan that best suits your needs. 
  
  If you have any further questions, our Support Team is available through our Contact Form at ********************************************** and on social media sites ********* Instagram, and X ********* 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. -C.H.

• Review fromJenifer M

  Date: 06/05/2024

  1 star

  Jenifer M

  Date: 06/05/2024

  Pure Talks solution to someone hacking into my account was to shut our phones off for 2 days until we received new Sim cards. We received no notice or info because they couldn't decipher between me, the actual customer, or the hacker. Now two weeks later we want to switch to another cell provider and they won't port out our numbers. **************** won't talk to me and the loss prevention **** (that I was told was the only contact I would be able to communicate with) does not respond to my emails. My hands are tied as I don't want to get a new phone number and shouldn't have to!
  

  PureTalk

  Date: 06/07/2024

  Hi, *******! Account security is our top priority and we're sorry to learn that yours was compromised. We understand this can be frustrating, and we sincerely apologize for any inconvenience it's caused. Our Loss Prevention team contacted you on June 6, 2024, to assist. They have given you a direct contact phone number in case you need further help. Your feedback is always valuable to us, as it helps us improve PureTalk's security measures. - A.M. 

• Review fromStanley J P

  Date: 06/05/2024

  1 star

  Stanley J P

  Date: 06/05/2024

  Terrible company to deal with in my opinion. I had service with this company for app 18 months and I will admit it was not too bad. My issues stem from a change of location due to a move. The service in my new location was not adequate, dropped calls, text messages not going through etc.I ended up going to another carrier with better service. When I tried to rool over my number Pure talk would not release it to my new carrier, they say it was due to an address issue ?? I had spoken with a Pure Talk representative on 3 different occasions and we had discussed the address and was told all 3 times that the number would rool over in 3 to 5 days which never happened. Finally after about 6 weeks and 4 stops to my new carrier we were able to get it rolled over, then to top it off I was billed that same day for the next months service. I tried to get a return of my monthly fee and was told it would take 3 to 5 days for it to happen. Well it never happened and then I was told they have a no refund policy if the bill is paid before the number is rolled over?? Interstingly enough this all happened 2 hours after I finally got the number rolled over but they tell me it was rolled over after the payment was made?? It took 6 weeks to get it rolled over and they say it was my new carriers faukt?? How can that be if they will not release the number ??Honestly, worst company I have ever dealt with and woukd not recommend them to anyone.
  

  PureTalk

  Date: 06/07/2024

  Hello, *******! We sincerely apologize for the inconvenience you experienced during your recent service and porting process to a new carrier. We understand this fell short of the exceptional customer service we strive to provide.
  
  We are pleased to inform you that your refund request for $25.00 has been approved on June 7, 2024. Please allow 3-5 business days for the refund to reflect on your bank statement.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our *************************** at **************. We appreciate your feedback, as it is invaluable in helping us continuously improve the PureTalk experience. - A.M.

• Review fromLinda D

  Date: 06/04/2024

  1 star

  Linda D

  Date: 06/04/2024

  Absolutely the WORST business experience ever. They billed me for 2 accounts. I am one person with one phone. They NEVER activated service. Took almost one month to get one account refunded. By that point I just wanted to be free of PureTalk!! They were rude.. talked over me as I was trying.. in vain.. to unravel the problem because they clearly had no clue. My previous carrier deactivated my account& because ********************** never activated my phone, I was left WITH NO PHONE SERVICE. I have a disabled child. I need my phone. I spent 2+ hours on my landline trying to get back to my original carrier. I stayed on the line while they called PureTalk FIVE TIMES trying to get my line with them released. My agent said that is known as the Punishment Hold.They deserve No StarsWhat a nightmare!
  

  PureTalk

  Date: 06/05/2024

  Hello, *****! We're truly sorry to hear you haven't had the best experience with PureTalk. We take customer service very seriously, and we apologize we haven't met your expectations.
  
  We've confirmed your phone line was successfully released to your new carrier on May 29th, 2024. We've also issued refunds for both your accounts.
  
  If you have any questions about the transfer or the refunds, or if there's anything else we can help you with, please don't hesitate to call our **************** team directly at **************.
  
  We appreciate your feedback and will use it to improve the PureTalk experience.- A.M.

• Review fromJENNIFER H

  Date: 06/04/2024

  1 star

  JENNIFER H

  Date: 06/04/2024

  April 2024, I decided to switch from my previous phone plan to Pure Talk because I felt it was a much better value. After doing a great deal of research online and speaking to one of your customer service representatives, I was told I could switch using my ******* Galaxy S9. I spoke in depth with someone from Pure Talk on the phone about switching and being able to use my existing phone. I was assured that there would be no problem. When the Sim card from Pure Talk arrived, I followed all the directions, aided by someone at your helpdesk. Everything seemed to be fine. However, I soon realized that I was unable to make or receive phone calls. I spent another hour the next day with another person at the helpdesk only to discover that my S9 was actually incompatible/ outdated and that I needed to upgrade my phone. When I called customer service, I was informed that it was too late to avail myself of the special offer of $50 for a new phone because I had already activated the *** card. There was NOTHING WE CAN DO. I find this to be an egregious and outrageous offense. I was forced to spend $190 for a new ******* A14 in addition to the previous purchase of the Sim card. If I had been informed at the outset that my Galaxy S9 was too old to be compatible with the Sim card, I would have been able to buy a new phone for $50 ahead of time, instead of spending almost a week with no ability to make or receive calls and ultimately being forced to spend $190 for a new phone. Pure Talk should be able to honor the $50 cost for a new phone and a new customer under such circumstances. Hopefully I have sufficiently expressed how incensed I am by this entire situation and Im sure you will understand why I cannot recommend Pure Talk and it's services to anyone else. Indeed, I will be openly and actively cautioning anyone against switching to Pure Talk and its services going forward. ***************************
  

  PureTalk

  Date: 06/06/2024

  Hi, ********! We're truly sorry about the confusion regarding your phone's compatibility and the Instant Phone Discount. We understand this has been frustrating, and we apologize for the inconvenience. To show our appreciation for your patience, we've added 2 free months of service to your PureTalk account. 
  
  You may order a new device through your account portal at www.puretalk.com/account/login. After signing in, select the Upgrades tab. We offer flexible financing options, both in-house and through Affirm, our trusted partner.
  
  If you have any questions or concerns, feel free to call our *************************** at **************. Thank you for your feedback. It helps us continuously improve the PureTalk experience for our valued customers. - A.M.
  
  

• Review fromDennis W

  Date: 05/22/2024

  1 star

  Dennis W

  Date: 05/22/2024

  Unethical sales practices! I am disappointed in this touted ***************************** without phone recording records I cant prove this. I am fairly and almost certain I asked questions pertaining to issue, during the sales call, I now experience. I wonder if CEO knows how sales **** is run? Issue copy and pasted: "It's a mobile virtual network operator (MVNO) and has no contracts or hidden fees. While all Pure Talk coverage plans are unlimited, data speed slows notably once you've reached your monthly allowance. You can cancel at any time or talk to the company's customer service representatives if you have questions.Again sure I asked about that. I was in sales and usually ask such questions that *** not be revealed noticeably by sales person." My opinion is I was hornswaggled. That's deceived. If it were only the $ for the service I was out it I would not be posting this complaint But we purchased two Iphones when singing up. Major upfront expense. As I said I have been in sales multiple times and multiple products or services. I KNOW most sales **** mgrs teach and encourage how to keep details from being known. How to shadow answer a question or avoid it. Maybe not right out lie but subtly deceive if necessary. Bottom line is sales goals and commissions. I never could sale this way. I was raised with a conscience and anyone spending $$ while trusting me was treated much better. I would rather lose a sale being honest than gain many being borderline. I would even share any negatives before hand Why? SO my customer retention rate would be very high. Noone could say "The salesman didn't tell me that" or "I asked but they still didn't answer or lied" BOTTOM LINE: Very disappointed that a touted **************************** would not be more transparent! This is the new America and I don't like it one bit
  

  PureTalk

  Date: 05/28/2024

  Hello, ******! We apologize that the salesperson you spoke with didn't mention that data speeds slow down to 256 kbps after you reach your high-speed limit. You can easily track your data usage and add more data to your plan anytime through your online account portal: ****************************************************. Just sign in, go to the "Plan" tab, and you'll see the options.
  
  We value transparency and are reviewing your initial sales call to ensure clear communication. For your reference, your phone numbers were successfully transferred to your new carrier on May 24, 2024.
  
  Please don't hesitate to contact our *************************** at ************ if you have any questions or concerns. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.

• Review fromEddie C

  Date: 05/20/2024

  1 star

  Eddie C

  Date: 05/20/2024

  A friendly WARNING: Do not do business with this dishonest company. I was one of the early sign-*** back when this company began, and I thought the "lower cost" was great. Then I started having problems with random disconnects and poor audio quality, and was unable to get through to PureTalk's customer service; I was put on hold for over 30 minutes on several occasions without ever getting through. In addition, the first time I did get through (after a 45-minute wait), the service person could not address any of my questions; the guy was a complete idiot.The last straw was this morning, when I got an email from them indicating there was a problem with my auto-billing. After being put on hold for 45 minutes, I was finally told I had to call back because they couldn't take my billing information at the moment due to system problems.This company is a joke...and the audio quality was NEVER crisp and clear like the bigger carriers. Do yourself a favor, and stay away from this loser.PureTalk *****.
  

  PureTalk

  Date: 05/28/2024

  Hello *****! Thank you for contacting PureTalk. We sincerely apologize if your experience hasn't met the high standards of customer service we strive to deliver.
  
  We'd appreciate the chance to learn more about your situation and work towards a resolution. To best assist you, we recommend contacting us through the Contact Form on our website at **********************************************. This allows us to securely access and review your account details.
  
  We value your feedback and appreciate you bringing this to our attention. It helps us continually improve the PureTalk experience for all our customers. -C.H.

• Review fromMark D

  Date: 05/14/2024

  1 star

  Mark D

  Date: 05/14/2024

  I just returned home after almost 3 weeks in *****. I would type out a detailed list of my experience with the customer service representatives, but space is limited. My problem was, I was only able to make 1 call via cellular network, and that was the first day of arrival. Could not make or receive a call after that via cellular network. I was able to make calls via wifi while in the hotel only. The customer service representatives were all pleasant, but not helpful in the least. Each one gave me slightly more/different info than the previous one. Spoke with 6 different people. Put in 2 different tickets, with no success. (nothing was actually done, as they first wanted my exact address, and closed the ticket, and the second one wanted the exact time of my call). Between the time spent calling them, average 1 hour 6x plus 30 minutes calling on a Sunday with no answer, the extra minutes on my wife's phone charges, and adding money to international roaming and international data ( which I could not use), any cost savings to this point are gone and I am in the hole. Do yourself a favor, save yourself the frustration, time and cost and go somewhere else!**********
  

  PureTalk

  Date: 05/17/2024

  Hello, ****! We're so sorry to hear you weren't able to use your service in *****. We know how frustrating that can be, and we apologize for any inconvenience it caused. To show our appreciation for your patience, we've added a $60 credit to your account for next month's service. If you have any questions or details you'd like to share about the issue, our Support Team is here to help. You can reach them through our contact form: ********************************************** or live chat on ********* Instagram, and X ********** Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.
  

  PureTalk

  Date: 05/23/2024

  Hello *****,
  Thank you for contacting PureTalk. We sincerely apologize if your experience hasn't met the high standards of customer service we strive to deliver.
  We'd appreciate the chance to learn more about your situation and work towards a resolution. To best assist you, we recommend contacting us through the Contact Form on our website at **********************************************. This allows us to securely access and review your account details.
  We value your feedback and appreciate you bringing this to our attention. It helps us continually improve the PureTalk experience for all our customers. -C.H.

• Review fromGlenn G

  Date: 04/28/2024

  1 star

  Glenn G

  Date: 04/28/2024

  I was sent a cell phone from Puretalk that has been nothing but trouble. Each time I contact CS it takes anywhere from 3-5 calls to find out they are of no help! During those numerous calls the Rep doesn't allow me to complete a sentence without interrupting. All they do is give me instructions as what to do then blame it on my incompetent and refer me to ******** They have done ABSOLUTELY NOTHING to resolve the issue. - often sending me into the automated system which gives me someone else who can't solve any issue. Or through the system only to have the call dropped altogether. If you tell them they don't want to do business with them they say I will be immediately charged with the remaining balance on my phone unless I have been with them for 30 months at which time my phone is paid in full! But they hide the fact your in a 30 month contract with them. They are absolutely worthless. It always seems like I work for them rather than the other way around!
  

  PureTalk

  Date: 04/29/2024

  Hello, *****! 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're committed to resolving your issue, and an agent will be reaching out to you shortly to provide further assistance. Per your 30-month conditional sale agreement, you must maintain service for the entirety of the agreement. If you cancel service before 30 months, you will be required to pay the remaining subsidy balance in full. You may view your agreement through your account portal at www.puretalk.com/account/login. After signing in, select the Plan tab. Thank you for your feedback, as it always helps us improve the PureTalk experience. - A.M.