Complaint Review: Tracfone

After purchasing an iPhone 7 Plus at Best Buy 06/2017 it was an out right purchase. I took the phone over to Walmart family mobile plan which is operated and owned by Trakfone/Straight Talk and have been a customer there for 2 1/2 years till the end of February 2019 where I switched and ported my number over to sprint of which the transfer was successful. But upon inserting the sprint Sim card into my iPhone 7+ the phone set up stated Sim Not Supported(Phone does support sprint freq).

I checked with AppleCare they indicated that TracFone/straight talk had a carrier lock on my phone since it was the first carrier on the phone since purchase. I would like to keep note that this phone was purchased out right by me and was not a Tracfone/Straight Talk phone, no contracts. After multiple phone calls to tracfone/straight talk to Tech Support and customer service.

They told me since I brought the phone to family mobile/straight talk that they had no record of my IMEI number of my phone, of which isn’t possible because they need that number to set up service and recognize the phone. After advising AppleCare we joined a conference call with TracFone technical support they indicated that they would escalate a ticket for resolution of this.

That was over three days ago I’ve now been out of my phone for over a week. I contacted Tracfone better business bureau complaint department received an email March 04 2019 from the following person: Tiffany Tobler Tracfone Corporate Office Executive Resolution Specialist II 305-715-6500 Ext.6026 "Hello, My name is Tiffany and I am located at Tracfone Corporate Office. Your BBB inquiry was forwarded over to my attention in regards to the device you are requesting to be unlocked. Can you please provide me with the phone number that was/ or is used with the service. Can you also provide me with the IMEI number and sim card number so I can properly research the issue for you.

Thank you,

Tiffany Tobler Tracfone Corporate Office Executive Resolution Specialist II 305-715-6500 Ext.6026”

I emailed back all the pertinent information as to date no resolution of this yet, so I have a $960 iPhone brick. My next option will be to file in small claims court $74 naming the executives of TracFone and subpoena them to Denton Texas to appear before the court for some resolution.

I would be thinking that it would be simple just to get an unlock code and email it to me or allow temporary service with TracFone for them to have the phone in their system and then issue a unlock code to the phone for some reason this is slipped their technical knowledge skills.