PureTalk
Reviews and Complaints

I switched to Puretalk to save some money. I've had my rate increased with no reason, a tech insist on changing a setting that didn't work,(found solution online) and I cancelled an order for a phone before it shipped but was charged anyway and the phone shipped. In my experience, Puretalk is dishonest and unethical. They claim to honor military vets, but this hasn't been my experience.

On Feb. 23, 2022, my mobile phone service was disrupted due to the 3G shutdown; however, my phone is a 4G phone and on the list of phones that should not have been disrupted. I called many times and spoke with numerous tech support agents who couldn't figure out how to get my phone to work and was continuously told that they would call me back or send me emails with updates in which I never received any communication from PureTalk. Each time I called in, I would have to wait over an hour and a half. Several times, once my calls were picked up after the hour and a half plus wait on hold, they would hang up on me as if they didn't know how to use the phone. On Feb 28, I called again and requested a refund because Puretalk had taken out a charge for March even though I still did not have service. The *** informed me I would be getting my refund in 3-5 days. I waited the 5 days and no refund. I called in again to inquire about my refund (still no service) I was then told by a *** that no request had been made and was hung up on. I called back and was told that it was submitted and would have to wait another *** hours. I called again after 48 hours and was told had to wait up to 15 days from the date of request. I changed to a different mobile carrier on March 9 due to still no service. Today, March 15, 2022, *** again today and was told there is still no update showing if my request was approved. Told my request was resubmitted and to wait another 3-5 days. This service is the worst that I have ever experienced. I ended disputing the charge with my credit card company and voila, no more waiting! Stay far away from PureTalk USA!

Pure Talk aka Pure Talk USA is not a good company. I had ordered a cell phone from an advertisement for AMAC Members to recieve a free phone with a 2 year contract of the unlimited talk and text. It arrived in December without a charger, so I had to go buy one. I became ill and after I recovered, I tried to port my number as was required by Pure Talk. However the several attempts to do this was unsuccessful.I had paid the first month's bill when ordering and was unsuccessful in January to port the number. February , after I recovered I called Customer Service to ask for help. I was told the company Pure Talk had deactivated the Sim Card so I would have to order another one and was also told they had taken $419 out of my account to pay for a phone I could not activate. I explained that I had been ill and asked to speak with a supervisor as I was disabled and could not be without a phone. The supervisor told me this was the very strict policy. That was my Utility Bill and they did not care. I was beyond livid as Pure Talk took money out of my account without my permission or knowledge while being ill during a pandemic and disabled with zero compassion during a pandemic. I DM Pure Talk on Twitter and had been in negotiations as to an outcome as I just wanted to activate the phone under the advertisement which changed depending on the day. They asked if I wanted to return the phone or activate it. I chose either one, then I was told that I had to go through Affirm which was not in the original agreement. I asked for the money they had taken to be returned and another Sim Card to be issued. They said No! This company is sketchy at best and when I tried to leave a review to warn others on Twitter I was blocked.

Puretalk notified me that my phone needed to be replaced due to discontinuance of 3g service. Their website directed me to a list of phones that you could purchase from puretalk as an upgrade. I did that in March 2022, but June 8th, my phone stopped working. You can't email or text for support, only calls, but my phone no longer made calls. That is how they get you. I used my wife's phone, after 1 hour on hold, technical service told me my phone was no longer supported by puretalk network. They knowingly sold me a phone that would not be supported 3 months later. I paid $130 plus tax. I asked to upgrade again and requested a credit for the previous phone. After another *** it was too late to return for a refund, then I had to hang up as my wife needed her phone. Puretalk advertised a low rate for service, but you get no useable support when you need it. There is no refunds, and when you cancel, you get now refund either. Puretalk cost me $150 and a week without a phone and a couple of hour on hold. Puretalk does not honor long term customers, but would rather spend money on advertising their low rate, difficult customer support, and a policy of no refunds. They rely on new customers, then make it near impossible for them to cancel. They dump phone inventory on unsuspecting customers knowing the phones will not be supported. I found that my phone, *** 1.4, was not going to be supported in February 2022, yet they sold me that phone in March. I imagine that is a typical business model these days. I urge anyone looking for phone service to make sure customer support uses more than a phone number. They should have email and text support, as that *** be your only way to communicate for help.

Pure Talk not honoring 14 day return refund policy,Unauthorized locking of devices not property of Pure Talk.Customer service leads, managers, and reps making representative statements with no follow up,No response to customers concerns and documentation of proofs from yall further information is need at this time. If you have any further questions or concerns, please respond to this message or dial 611 from your phone.so what is needed ?I am seeing porting issues for all three phone numbers that Pure Talk is delaying the porting.2xx-xxx98xx. phone device does not belong to Pure Talk. Please release 2xx-4xx-xxxx also looks like Pure Talk locked that phone, but that phone was never property of Pure Talk. Please release.3c-70X-1ccc. delay by Pure Talk in allowing porting. Phone was purchased, received on Feb 15 Reported phone to Pure Talk as inoperable on Feb 28, within 14 day return / refund policy, BUT Pure Talk has not and did not offer refund or return, which has revoked Pure Talk subsidy policy, SO NO BALANCE IS DUE .I have no email or return call response from a PureTalk lead / supervisor, or agent to refund or return. PLEASE HAVE A CALL MADE TO REPLY TO ME, AS WELL AS EMAIL RELY TO DOCUMENT PureTalk delay reasons, and locking a phone, or two which are not Pure Talk property.my mobile2xx72x-98xx march 6 reply Pure Talk sold me a 5 G compatible phone with order Ending on 6, invoiced February 9, 2022, received via Fed X by signature on Feb 15, 2022.Phone operated under phone number 3xx-xxx-13xc for several days until Feb 25, and then no longer would receive calls or make outgoing calls.Likely cause, in my opinion due to 5 G system upgrade. BUT PHONE-WAS SOLD BY Pure Talk as 5 G compatible.My wife called 611 service on Monday, Feb 28..., and much more...

Pure Talk is the worst company I have ever spoken to! Every time I call I got a different story! I Signed up for 1 iPhone transfer. 1 new phone. 2 iPads. My cell was the only thing that worked.My first call after receiving the *** card was to explain my iPads dont have *** cards (sales did not ask me any model information or what type of iPads we own). I started with a call to customer service to activity the 2 iPads. First I was told I would need an *** card. Second call said I would have to pay additional for the *** cards. I already paid $10.00 each for *** cards they show on line for $3.00. Third call said they would NOT be able to give us service for our iPads. PERIOD! Nothing they could do!Next call was to verify the *** number on 2019 4G flip phone (my husband didnt want a smart phone). I spoke to *** who verified the *** number would work. I purchased the new Plum Ram 8 4G military style phone. Called and spoke with tech support, who verify the *** number again. No matter what I did I could not get service on the phone! Call tech support again and they said the phone was not compatible! The service tech said he could disconnect my service! HOW RUDE! However he offered a new $50.00 smartphone from Pure Talk and I would have to speak to sales. When I spoke to sales I was told I would have to pay full price because I was not a new customer! This all happened between 7/2/2022 and today 7/14/2022 and the only thing that worked to date was my iPhone transfer. In the meantime I ask to speak to a supervisor. *** insisted all iPads have *** cards. Not true! Wi-Fi iPads dont have *** cards. I called and left a message 2 times (15 minutes waiting each time) for *** to call me back but she never call me back! So far to date most of my time used on my new account to Pure Talk getting a different answer each time I call.

Can I leave 0 stars? My experience with PureTalkUSA has been absolutely appalling! I've had this carrier service from June '21 to September '21 and no further. I constantly lose my mobile data (after using less than 1GB at the top of the month) and have to call customer service for help. First, it's an hour before anyone answers. Then they say, "oh, we can't help with technical issues. I'll transfer you to tech support." But the rep is useless and you ask to speak to a manager. "My manager is too busy right now. I'll put in a request for them to call you within twenty-four hours." Transferred to "tech support." Then another HOUR before a tech answers. Then, just like every time before, they go through the rigamarole of having you change your Access Point Name... And hope that works. But you won't know until you hang up and reboot your phone. And it does not work! So you call customer service AGAIN. ANOTHER HOUR WAITING. TRANSFERRED TO A TECH. ANOTHER HOUR WAIT. I'm not even exaggerating the wait time. It's insane. Finally a tech answers, change your APN, yada yada. Let's say it works this time. Hooray! But wait! Now you can't send or receive picture texts (MMS). SO YOU CALL THEM AGAIN. At this point you're at work. You call them from your desk phone. But you have the direct number for "tech support!" ONE HOUR WAIT. This "tech" gets your picture messages working again. You ask, "it's been more than 24 hours since I asked to speak with a manager. Are they still going to call me?" The tech says, "We don't do that. You have to call customer service." What the actual f... So I'm currently on hold AGAIN for another HOUR OF MY LIFE WAISTED so I can cancel my account and tell a human at PureTalkUSA how God-awful my entire experience has been. I'm switching to Google Fi. Save yourself all this unpleasantness and AVOID PURETALK LIKE THE PLAGUE.

At this point I have to rate them at a one start since I can't rate them at a zero. I've been going back an forth with PT customer service for over a month now. I purchased an Samsung A20 and have yet to receive it. PT told me they couldn't do anything about my $300.00 loss as they did their part in sending it out via Fed-Ex. I filed a claim with Fed-Ex weeks ago and they (Fed-Ex) can't move forward with my claim or refund (on their part) because PT will NOT send me the Waiver/Authorization Form they need to reimburse me the cost of the phone I purchased from PT. I am certain I've spoken to all the CSR's at your company and not one could get a manager of any sort to email me that form I need, let alone to speak with them. It is a disgrace that we have to wait on hold for 30-45 minutes because they come back and tell you the same BS. "No manager is available". I am completely and utterly deflated and disillusioned with the company. I am a senior citizen who is single income and losing my full time job in a couple of weeks and will not have the funds to purchase another phone anytime soon. I switched to PT because the pricing was great for my budget, but now I know why it was so cheap. I can only hope and pray that someone with authority will reply to my review, but somehow I doubt it, as there is never a manager available to send me the form Fed-Ex needs to refund me the money to buy a phone. I'm at a loss for words, I don't understand how a company can treat its customers as bad as they have treated me and still pride themselves as a great company to switch to. I've spent more time on hold with this company than I ever have with any other company. It saddens me that they are good with taking a senior citizen's money and not care to help them get it back, especially when another company (Fed-Ex) is ready to refund me for the loss of my new phone. Thank you very much PT!

WORST CUSTOMER SERVICE I HAVE EXPERIENCED EVER! *** customer service changes day by day different answer each time contacted. I signed up for Puretalk in late November . I had iPhone 6 and started my account. All things were going well until March 2022 , then without notice I cannot make or receive calls because 3g shutdown. So unfortunately I decide to continue my service by purchasing phone with Financing from Puretalk, I ask if phone Im purchasing is like my iPhone 6 (size,features and compatibility) Im told just like my old phone but better aka *** iPhone SE ) I recieve phone and notice the size is too small for me eyesight etc. I ask about returning phone and exchanging for phone to my preference , Im told I cant exchange phone until it is cleared from Puretalk. I send it back three days after receiving it , l have insured it and paid for shipping. The *** tracking says it was delivered 4/4/2022. I call Puretalk they acknowledge they RECIEVED phone but it hasnt been cleared yet for refund and I cant get another phone until it is (they are behind by large volume of returns ) Here I am without a phone close to 2 MONTHS, so I checked about closing my account, and Puretalk advised me I should keep account until phone is cleared to be credited for my returned . Lady assured me I would be credited for it the next day and to not worry I would be cleared for phone, called two days later still no credit and now Im told it could be up to ten days before phone is checked in , but in the meantime monthly *** continues to be deducted from my bank account and still NO PHONE NO SERVICE. If Puretalk ever gets this resolved, Im probably gonna go elsewhere because with this terrible customer service I have a feeling *** will not be around very much longer and dealing with *** (LONG WAIT TIMES , MISINFORMED CUSTOMER SERVICE POLICIES, ) If anyone is thinking about going to Puretalk BEWARE !

I have used PureTalk for awhile now. I accepted that you get what you pay for and this is a bargin-type provider. I was assure that when changing from Tmob that my functionality would remain the same; it did not. My hotspot and wifi calling features stopped working and no one can help fix it.. but my complaint is not about that. I have accepted that each time I need assistance that it will take more than an hour on hold to reach someone (yes I can prove it). They are most often friendly and desire to be helpful so this is not a complaint about that either. My complaint is simple. I want my phone to work again. Sunday 3/6/2022 my phone stopped making calls. I can send/receive texts. The interent works as good/bad as it ever did but I can NOT send/receive phone calls. I called several times from my laptop Monday and Tuesday and after 1 hour+++ hold times I hung up. On Wednesday 3/9/2022 I suffered through the long hold times (calling from my laptop) and finally reached a nice lady who tried to help but could not so she opened a *** ticket. On Friday 3/11 I got an email that the ticket was closed with the issue being resolved. So I made a test call, it worked. I then called my vm (a weeks worth of work vms pending) and it worked. On my third call (all calls within 5 min of the first successful call) the phone would not call again and began giving the *** error again (the network doesnt recognize my *** somehow). I responded to the email (like it says to do if the issue is not resolved) on Friday 3/11/2022 and as of writing this today (3/17/2022) I have still not been able to make a call or receive a response to my almost daily comments on the *** ticket. I even called the *** again (from my laptop) and was told there was not a manager I could speak to or anything the agent could do since there was a *** ticket opened. I was told that all tickets are responded to within 2 days. I realize Puretalk will not care about this but I only hope that as

MINUS 5 Stars! In beginning to use a cel ph for one reason, I found a good *** Pure Talk (*T). I bought three phones with help from *T before finding one that worked with *T. I still had not set up the phone for my purpose when I closed my T account. I signed up for the $10.00 monthly service. *hones have no manual so I would call *T nearly every day trying to get my phone activated and set up the phone so I could use it and that was a nightmare! Then there was the fifty dollar charge that a SCAM or FRAUDULENT charge to my bank account. My banks FRAUD division refused the charge & told me. When I called the unidentified company I spoke to someone and canceled the charge. The person denied any tie to T, she was either lying or was not told anything about the details of the charges on purpose. In a process of elimination, it was determined that fifty dollar charge was initiated by the T company. I requested a T supervisor call me to find out if this is a FRAUDULENT situation. I got a call IDd by my phone as the *** she said shes with *T *** speaking so fast it was mumbling. I asked her to slow down so I could understand her, and her phone line had a lot of static making her slurred speech pure static. She was always talking over me when I talked. I have never dealt with anyone with as much venomous anger, and discourtesy as her. I never completed any sentence. Her solution was her way only one! A true hive mind at work. My compromised offer was refused. She was always jumping to conclusions, talking over me ignoring me all together. I needed their address to send checks, but the address she gave was wrong. As she did take time to look it up and the venomous anger about my not wanting to allow what my bank considers a FRAUD exposure to their business, I expect she gave me the wrong address on purpose to charge me late fees cause my check got lost, a phrase she used often. Before we were done ~ she hung up on me.

I just recently switched over and received my two Sim cards in the mail this week. My daughter and I have opposite schedules so we finally had time to change over last night. The instructions that were given to us are very obscure and we both have iPhones 11 and 12 which are both up-to-date with the latest software. Their instructions did not work and I tried calling them after being on hold for about 45minutes before someone finally answered and told me that the problem was on my previous carriers end. They said that I had an unlocked number and had to have it released in order to change it over. We own our phones we do not owe any money we have been with our previous carrier since *** but the rates have increased so significantly and this company came recommended by ***. Someday I will call him and let him know that I think all hes doing is getting paid for an ad and that he does not truthfully use PeerTalk for his service. I trusted him and I should have done some background research on this company first. Part of the problem was why I was on hold for so long last night is that the recording kept saying due to the 3G shut down from *** .Anyway the pure talk rep told me I could call *** to become released and be able to port over. I call The number that the rep gave me did not work. I found an 800 number for *** but that resulted in them being closed and running on central time. After looking through several reviews online through my husbands phone since I did not have service now neither did my daughter(thankfully my husband has a business phone) I see where *** is directing people to come into the store to be released because they need their pin. I get the security you dont just want people to be able to steal your phone and get service etc.but on the other hand getting your pin or being released is not nearly as easy as the sales person led me to believe. They are simply there for sale. If this is not resolved today, I will cancel

I ordered service and a new phone on Dec 10. When the phone didn't arrive in a few days I sent an email. When I didn't see a response, I called. Interesting that the sales call was answered immediately, but for support calls I wanted up to 45 minutes to speak with a representative. After speaking with two young ladies who told me I needed to provide more information for "security reasons," but couldn't tell me what to provide or where to send it, I made a public complaint via *** Only then did Pure Talk's social media team provide the required information. On the evening of the 16th, I sent the required information. FTR, I subsequently found a response to my email in the *** basket because Pure Talk doesn't use its own domain for "help desk" email, and GMail tagged it as ***.On the morning of the 17th, I called -- again waiting nearly 45 minutes to speak with a customer service representative -- only to learn that Pure Talk had unilaterally, and without any warning or attempt to contact me, cancelled the order. The representative told me I could re-order. I suggested that they already have my money so we could do that.No. When Pure Talk cancels an order, the money used for that order cannot be applied to another order, even though Pure Talk has not issued a refund. It is interesting that Pure Talk had enough information to charge my *** nearly $1000, but not enough to send the phone. Pure Talk made the charge against my *** while I was speaking with their rep during the first call, but now a full four days after cancelation has not refunded the money.I believe this is deliberate and I am filing a complaint with the *** against Pure Talk for their business practices. Pure Talk advertises as being veteran owned and operated. I'm a veteran, my brother is a combat veteran, our uncle was a combat veteran, and my brother's son is an active-duty Marine. There is no honor in those who run Pure Talk. I'm sure I'm just one of many veterans ripped off by this company.If I could leave a 0-star review I would. Stay away from Pure Talk and warn your friends and family to do the same.

The customer service is the worst I've ever experienced. I was given different information each time I called. I wanted to set this service up for my 93 year old mother who has been paying too much with another provider. I explained she had literally just returned from the hospital and I had just been made her power of attorney. I ordered a new Simm card to be sent to me as I had her phone and I don't live with my mother. I wanted to set it all up and then bring it to her house so she'd always be able to call for help even if the power went out. I also gave the agent my email address to be used for the set up. I set the account up in my mother's name as the credit card is in her name. However, I explained I was her POA. At this point, they had no problem taking my order. But from this point forward they did nothing to help me. The girl entered the wrong email address which proved to be a big problem. When I got the simm card, I called to get it activated. That was like pulling teeth bc they wanted my 93 year old mother to be the one calling. The agent eventually agreed but in the process told me to use a paper clip to take out the old simm card. I listened to her and ended up damaging the phone so now the phone doesn't work at all. Not only did I lose my mothers phone out of this process; to add insult to injury, they won't let me cancel the service. They want my 93 year old mother who doesn't even know she had this service to cancel it. When I tried to tell them this, they suggested I add my name to the account on their online process. However bc the phone is broken, the authentication code can't be sent to the phone. And bc they entered an incorrect email address, which they ended up fixing after an hour on the phone with them, involving a supervisor listening to my initial call when I ordered the phone giving my email address, a code can't be sent to my email address bc it says it's a new email address. I have since emailed them by POA, left several messages for a supervisor to call me. And I've received no response. So they broke my phone and now won't let me cancel the service.

I opened an account with Puretalk in March . Tried to order phones online, get to the last page and it would tell me (I don't remember exactly what the screen said )that my order did not go through to start over. After three attempts I gave up. Call Puretalk the next morning on Monday. Spent a half an hour on the phone with a person, ordered the two phones I want it, my order would not go through. I thought, uh oh! checked my bank account, sure enough, Puretalk had charged me for five phones at $1500! Took forever to fix that. I should've ran the other way. Ordered a couple of phones. It was just one problem after another. I would call customer service over and over again. If you show any kind of irritation, they will hang up on you in a heartbeat! Kept getting different answers for the same question. Why did you change my phone number, But then I would have to pay full price for my iPhone. My son wanted to keep his number they made him change is. Kept asking for a Manager. One finally called me after six months! Dozens of emails I sent them, 60 hours on the phone in a months time trying to fix the problem. When my phone was activated, the tech screwed it up. so my phone wasn't working properly for the first month, couldn't make or except phone calls on either phone. They wouldn't give me my money back for the month service for two phones. Or for the aggravation. Or for the dozens and dozens of hours on the phone with them! Oh but they gave me a $25 credit! I am now stuck with them for a total of two years just so that I can get the better price on the iPhone. I have never hated dealing with customer service any company more than I do this one. I just called because I've only had one bar for a week. Apparently it's because AT&T is pulling back their 3G. And I have one of the newest iPhones! AT&T doesn't guarantee that your phone will work inside your house! What the heck is that! what angers me the most? I never heard of Puretalk before. But they started advertising on the conservative radio shows that I listen to. I figured if those radio hosts that everyone knows their names, gave them a good referral that they were a good company. I don't listen to those radio shows anymore I am that mad!

I want you to know exactly what type of service I have had with PureTalk...and am currently now trying to extricate my number from their clutches so I can switch to U.S. Cellular. First, I signed up myself and my daughter on or about 8/6. Mine was a small plan with 4GB date, hers was the large one with unlimited service. From the beginning mine had issues, so after spending five hours on the phone with tech support on July 6th (I only remember the date because it was my anniversary and I missed my entire anniversary dinner with my husband) they finally decided to send me another SIM. I waited a few more days for it to arrive, spent two hours on the phone with Shawn from tech support and finally it appeared to be working. Within a few weeks I realized I could not make phone calls while I was on wi-fi (might have been that way all along, I don't often use it to make or receive calls). Again I spent hours on the phone with Shawn from tech support, again he sent me another SIM, again I waited a few days for it to arrive. We then activated it, noticed I still couldn't make/receive phone calls while on wi-fi, which I am on wi-fi 90% of the time. Also, living out in the country, it's quite dangerous to not be able to have my phone for emergencies as I was mauled by a deer last year and my daughter was bit by two copperheads on both feet in June, if she didn't have her cell phone, no one would have ever heard her screaming. Then I started having issues with texts, they would hang up and just say "sending..." for hours...even days. Once my brother received a text from me THREE DAYS after I'd sent it. This happened about 40% (sometimes more) of the time. Very very frustrating. Then it began not being able to access my data, even though I had a 4GB limit and was still only at 1-2 GB (obviously it didn't use much because I couldn't get it to work properly). I am now attempting to port my number to U.S. Cellular -- first they told US Cellular they had the wrong zip code. I was staring at it in Pure Talk portal -- it was correct. Then after arguing with them on Messenger for an hour, this is the message I received, "After corresponding with our Porting department, it appears your port-out request was denied due to providing an incorrect PIN number and the street name and number on the request are also missing. -Lauren C." THEY ARE LYING and holding my number AND MY PHONE SERVICE hostage and I'm sick of it. Oh and every month when the plan renewed they had to reset my daughter's phone from their office so her data would renew, even though she hadn't even used up all of the previous months' data! They are deceivers and they use deceptive tactics to keep people on their service.

After hearing endless ads on the radio I thought Pure Talk was a good way to save money. It has been a nightmare. Saturday, March 13th I begin process of porting existing phone number from Metro PCS to Pure Talk. Followed every bit of instructions but of course it required assistance from customer service, who could not help (after holding more than 20 mins, every call I made to this company is a minimum hold time of at least 20 mins but it's usually more) they transferred me to tech support, another wait time. After tech answered was on phone for 30 more minutes. Was *** thinking issue was resolved. Come Monday morning, my coworker texted me saying he could call. He was just getting blank air and then voice mail box (which is not set up) So I called from work and after I initial 20 min hold I spoke with Mark in tech support. We spent 3 hours on one call (not exaggeration, I am sure I can get call records, I know at one point I took a pic of the call counter) and throughout the day we were on the phone. My boss came to me several times and couldn't believe I was still trying to sort out. So at some point I told customer service forget about it cancel me and give me refund. I immediately called Metro PCS but they wanted to charge me activation fee and 1st month even though my account is paid thru Apr 6th. But I don't have money to do that, so I called Pure Talk but and of course a more than 20 minute wait and then I talked to Mark again and he said oh it's not working because I asked for refund. So he connected me to Cust. Serv. and then asked I be transferred back to him. 2 cust. serv. people disconnected my call and I promise throughout this whole time I never raised my voice or said anything rude. I actually thought each person I have be connected to very nice however, unbeknown to me they don't have the right training and/or knowledge of their job. I contacted Mark with his personal number because we were using to test phone. Everything on phone works except if someone calls it does not ring nor visual notification can be seen. So I asked him to please sort out with cust. serv. since I was disconnected twice. So he contacted me again he tried everything he could think of and then submitted "a ticket" for help on the issue. During this time talking with him he felt bad for my situation and thought I could get a credit for time lost with my phone. Mark called me next day to tell me the issue is my phone is not compatible. I couldn't believe it. So I said well maybe I could buy one of your cheapest Nokia phones and he couldn't assist me with any kind of discount. (I wanted to $50 although I wasn't on the $45 rate plan) I thought he understood all the time put in and since he offered credit before but he said no I would have to call cust. service. OMG there was no way I literally have wasted so much time on company time with this company. NO ONE ever once said my phone would not be compatible. I resolution I would like to have is for them to get my phone working (although I fear future issues with this company) or reimburse me for cancelling with Metro PCS Activation $50 and 1st month $30. I have been with Metro for 6 years and Never ever had to call cust. service and have never been late with a payment. I also will bring attention to advertisers because I don't think they have any idea who they are representing. But probably like me I didn't check Complaintsboard.com reviews before I made the switch. Please help. Thank you.

On October 27, 2023, my 12 year old daughter ordered a Sim card standard overnight through FedEx under my name Chrystal Bazzarone to my address 134 Morris St. Gray LA 70359. The tracking number is [protected]. It has never been open. I have never opened the FedEx package, so as you can see you don’t have to be so rude. It also took three days for standard overnight from the 27th to the 30th Monday to receive it from FedEx so if I had ordered it and it wasn’t My child. I probably would have returned it as well and gotten a refund.

Purchased a Oneplus Nord phone from Puretalk in December 2022 for my husband who requires hotspot to take payments for our business at various locations. Since we got the phone, hotspot has never worked, and as of today, we have contacted tech support several times to resolve the hotspot issue with no resolution, which tech support has told me has been well documented. Since I have been paying the highest phone plan, I contacted Puretalk today, and was told by a very nice customer service rep that her supervisor would not be able to give me a credit for the non-working service plan because they only guarantee Apple phones for hotspot, there was nothing I could do. I would either have to purchase a new phone under my contract or deal with the phone as is. I have had it with Puretalk, and would not recommend them to anyone I know, particularly customers of mine.

Long story short... Puretalk will not release my phone number to my new carrier. I have attempted three times to have my account activated so that my new carrier can retrieve my phone number with no avail. After 31 days of no telephone service I was FINALLY able to speak to customer service. I informed the woman of my situation of not being able to use the telephone service that I had paid for. I told her that I had two requests from Puretalk:

#1 I needed my account number and pin to change carriers.

#2 Request a refund for the entire months charges for one day of non dervice.

She submitted a request for refund. I was unable to get a hold of any customer service representatives during the end of my first month. Finally on day two of my second month I was able to speak with customer service. I was charged for the entire second month despite numerous emails, tech support calls that resulted in zero fixes.

She gave me the pin and account number and then deactivated my account. To my dismay the number can not be transfered when the account is inactive. The woman did this deliberatly. After three more calls to puretalk and one with the porting department my account is still inactive and they will not release my phone number. I sent a lengthy email to custmer service (after wasting approximatly four hours of being on hold) and still no answer.

They knowingly and willingly locked my account to prevent me from saving my phone number. Four attempts, speaking with people who tell me the account is not deactivated and zero requests from my new carrier to obtain number have been submitted. A blatant lie! I can log into my account and read in bold red lettering "account deactivated". As far as I can tell they are deliberatly doing this. This should be a routine action, very simple. Yet I have been repeatedly lied to and denied my request. The only way that I know to get my account reactivated is to purchase more service but I can not make any changes to my account because it is inactive. Absolute garbage service! I have been robbed of 120$ for non working service, robbed of many hours of my time trying to contact and resolve issues only to have my phone number stolen from me. Good thing that number is not connected to any other services like banking. Just kidding! They have totally screwed me and by the complaint reports that I have read online I am not alone. This company should be investigated and prosecuted for fraud. They can not or will not do what their service claims. This company is activley and knowinly engaging in theft and fraud.

I contacted Puretalk for an upgrade phone today, wanted an Apple Pro 14. Spoke with a nice lady. Went through all the process, gave her my CC info, but it was declined due to suspicious activity. Called my bank and they uplifted the block. Called back to Puretalk and spoke with customer agent. He asked many common questions, address, phone number, etc. Then I listened to a recorded line asking me the same, I guess to confirm. Then he told me to hold on that he would give me confirmation number which he didn’t. Instead he asked me to read my routing numbers from my checking account. I questioned why I’m paying with a credit card. Then he hung up. I called back and spoke to a familiar voice that I heard earlier that morning and asked to cancel my order, she said there is no order to cancel. I explained what occurred and she said Puretalk never asks for routing numbers, and I should never give it out. But one employee did, and I believe without a doubt he is a scammer. It was a horrible experience for me. I’ve been a dedicated customer for years with Puretalk. So shocked of the behavior of this employee. Susan Merrill

I contacted PureTalk to switch three phones, but the PureTalk representative told me my Samsung Galaxy 9+ wouldn't work with their network. I needed a new phone, so while on the call, I bought an iPhone 11 with a $65 monthly autopay plan, paying upfront. If I changed my mind, I could return the phone within 14 days for a full refund. If I canceled after that, I'd owe the balance for the iPhone 11. I agreed to the terms and received the iPhone and three SIM cards. My son's phone worked within an hour of installing the SIM. My daughter's phone, however, didn't work at all. I activated my iPhone. The next day, I was warned that the Pixels would be deactivated due to 3G obsolescence. I called PureTalk, explaining the Pixels were 5G-capable. They insisted I needed new phones. I then visited a local tech store, where I learned the Pixels were indeed 5G compatible. I informed PureTalk I was canceling their service and went back to my previous carrier with my Galaxy 9+. At the FedEx store, I called PureTalk for the return address and instructions for the iPhone 11. I followed their directions and sent it back. FedEx confirmed delivery, but when I requested a refund and proof of any damage from PureTalk, they said they don't document damage. I refused to accept the phone and demanded my refund of $369. I only received a $55 refund for one line. I'm considering this consumer fraud.

My prior service provider failed totally in customer service. I decided to try *** after hearing on talkradio how easy it would be, and the low price. I submitted my IMEI number on PT's website, was confirmed to be compatible. Called PT and bought a new simcard. Installed the sim. Called PT for activation, Friday, 5/11/22. PT activated the account. Was told it would take *** minutes to become active. I waited til Monday, the 14th, to give it plenty of time to activate. On Monday, texting worked, but calling a number did not work, dialed and immediately "call ended". Over the last few weeks I have been been in touch with Customer Support. Calling from my *** cellphone as my cellphone does not work. I was told I had to load updates over WI-FI. No mention of that when I called to activate.I spent 17 hours loading updates and installing them (lots of updates and "fair" WI-FI at my apartment complex). Tried calling many times, same thing- "Call ended" immediately after dialing. Still have texting tho.Tried everything CS suggested. After telling me the problen is my phone *** has not responded to my emails.Called CS yesterday, the 16th. Said I would buy a new phone from PT and it had better work immediately upon delivery. I chose a phone, deeply discounted, from the website. However, I was told that is only for new customers. Instead of $50 I had to pay $249 for that phone as I am now a customer. (No mention on the webpage that the price is for new customers only.)I objected, stating I have not had calling service from day one, I am not really a customer yet. Too bad (words to that effect).The CS person put me on hold to check on something. I had verified with her my sis-in-law's number so she could call me back if needed. The hold ended after a coupla' minutes and the call ended. It's been 24 hours, no callback.What I would like is the phone I selected, at the $50 price, and continue the plan I selected.

I purchased a phone and service through Pure Talk *** on 8/18. The service was unlimited data. The last month I have not been able to access data. I have called in more times than I can remember, and been on hold each time, first with customer service, then technical support. Each time with technical support, I was disconnected prior to resolving issue. They sent me a new sim card, and it didn't resolve the issue. I tried the new sim card both on my PureTalk phone, as well as another old iphone. It didn't work on either phone. I spent hours with puretalk technical support, when disconnected each time, they never returned my call. When I called back in, they said that they HAD to ask for our number, but they didn't have time to call back if disconnected. The contract was for two years, and after one month, nothing worked except the ability to make phone call. Navigation didn't work, texts didn't work. They reported issues with towers. I logged a ticket (***). They were unable to resolve the issue. They created another ticket (***), to refund me the price of the phone, which I had to pay yesterday (10/26), in order to get my phone number ported out to a vendor that WOULD work. They charged me for the phone ($370.06) yesterday. The phone that only worked for one month. They also charged me on October 24th $56.08, for a service that didn't work. I'm asking for a full refund of my 1) Phone cost of $370.06, and 2) the monthly cost of $56.08 since PureTalk was unable to provide what they contracted with me to provide, and I exhausted all avenues with them. They say that they will send me a mailing label to return the phone, and then I will receive the refund for the price of the phone, plus the monthly charge. Since I've spent hours on the phone with them, and have not yet received my refund, I'm asking for help to make sure that this is resolved to my satisfaction, since they couldn't honor the contract I need full refund.

On, or about, February 6th I contacted Pure Talk regarding providing cell service for two of my three devices (two cell phones and one tablet). One cell phone belongs to my wife who rarely uses it. The tablet is mine and I only use the cellular feature when I can't get a wifi connection. I have been with *** for many years, but their plans are expensive because they only provide unlimited talk, text and data.That being said, I signed up for unlimited talk and text and 2GB's of data for her phone and a data plan for my tablet. Later in the first month I received a message from Pure Talk that we had used up our 2GB's of data and asked if I wanted to buy more. I chose not to because (1) it was close to the end of the billing cycle and (2), I assumed they would simply *** me for the overage or shut off the data portion until the next billing cycle.I was taking my wife to the airport to fly to *** for a funeral. On the way she attempted to make a call, but her phone was locked. I tried to determine the problem and finally decided that Pure Talk had shut down the phone (when we got home my tablet was also shut down). We had to cancel the flight (Delta charges $150.00 for cancelations). My wife has been on chemotherapy for five years and I could not let her travel with no means of communication.I have tried since March 7th to reach Pure Talk to close my account. I went back to ***. I have emailed them and I have tried calling multiple times. On three occasions I got through, but spent a total of two hours on hold. I simply want my account closed and be rid of Pure Talk. They do not allow an account to be closed on their website. It has to be by telephone. The problem is, I can't get through and they don't respond to emails. I want the $20.00 for the additional 4 GB's credited and no other charged against my card. The $150.00 fee to Delta would be nice, but I'm not holding my breath. Any help would be much appreciated. Thank you in advance.

Pure talk has put me into an absolutely terrible situation. I am a 65 year old disabled man with some serious health issues that I have to deal with. Right now I have been waiting on a call from my vascular surgeon and my neurological surgeon however they can't get through to me and I can't call out. They tell me to dial 611 on my phone but again that is useless considering I can't call out. I have literally no way of contacting them by phone but I did try to get a hold of them today as I went up to my local sheriff's office and explain my situation. They were very kind and allowed me to use one of their phones. Well after an hour and 15 minutes later and still on hold I didn't feel like I could hold up one of their phones any longer. They ended up finding an email address for me and sent an email to peer talk. Pure talk did email me back and let me know that the situation has been rectified. Well this was a lie because at this time I can still not call out or receive any phone calls. I am disabled and on a very fixed income so at this point in time I cannot switch carriers but you better believe come the first of the month I will no longer be a pure talk customer. This is totally unacceptable.I have edited my review after seeing what your response was. This was an email that I received on Friday...Queue: PT-SocialMedia Owner: Nobody Requestors: xxxxxx Status: resolved According to our records, your request has been resolved or further information is need at this time. If you have any further questions or concerns, please respond to this message or dial 611 from your phone...So I immediately emailed you back stating that my issue is not been resolved and you need to do this as soon as possible. Since then I've sent five other emails in response to your original email which included my pure talk phone number. Yet I still sit here without phone service and no way to get a hold of you except returning your emails that have been completely ignored.

On 3-19-22 I ported over 2 lines of service from another carrier. I also purchased (outright) two phones. While trying to decide on a phone for one of the lines, the sales lady told me to pick what I thought and if I didnt like it, they have a 14 day risk free trial. After a couple days, it was obvious the phone wasnt going to work for me (thought I wanted a smaller phone but now I cant see the txt very well). I wanted to change to a different phone (at more expense to me). I called and after 3 hrs and 52 minutes it was obvious the person I spoke to couldnt or wouldnt help. I asked to speak to a supervisor and was told we had to issue an escalation ticket. Then I was told the supervisor would have to approve the ticket first. Ok, ticket issued and I was told someone would call me back in 48hrs. After 5 days no call. I phoned back on Tuesday 3-29-22 and was told by a rep (very nice and helpful) that a supervisor would for sure call me bf they left for the day. Again no call. I called again today 3-31-22 and after I just went through the hole thing with yet again another rep, they hung up on me. I believe this is intentional and malicious. I think I am getting the run a round so they do not have to honor there 14 day phone trail. I even tried the online resolution form but it also doesnt work (by design I assume). I dont want anything free, I dont want to cancel, I just want what I was sold at the time I signed up. Im willing to pay more for another phone and wait until they get my current phone inspected bf crediting me back. But, I am not willing to lose money or be stuck with a phone I dont want when they use a 14 day trail as a sales tool. I let them know immediately when I knew the phone was an issue (2 or 3 days after I got it) now they have given me the run a round until Im down to a day or two left. And kept me on the phone for almost 4 hrs after I asked if they could just call me back. Please help me contact someone that can help. Thanks

In December, I moved our family phone service to Pure Talk from another carrier. Unbeknownst to us, Pure Talk never fully ported over my wife's number, which she has had for 20 years. This led to split service, where she could only receive calls from iPhone users, not from Android or landline users. The incomplete port meant she missed important calls from businesses, doctors, and pharmacies, which affected her ability to receive essential medical supplies like insulin. Despite numerous calls to Pure Talk's customer service and IT, we got no resolution and faced constant run-around. Even after resetting her phone, the issue persisted, and Pure Talk failed to offer a solution. Out of frustration, we switched carriers in June 2022, only to discover her number was stuck in limbo, claimed by neither Pure Talk nor the previous carrier, and somehow associated with Jitterbug.

My wife and I made a personal decision to change our cell phone provider. After reading an ad in the *** magazine we decided to try Pure Talk ***. We called Pure Talk, spoke to representative and he assured us after reviewing their cell phone coverage area map that we would have cell service at our home and beyond in our area. So we decided to start an account with them for two phone numbers, one for me, one for my wife and we purchased a new cell phone from them as well. We charged it to our Mastercard on July 30, 2022 for the amount of $328.68, and have since paid that bill off to Mastercard on 8-22-22.We received the new phone around 10 days later, immediately set everything up and *** and behold we didn't have any cell service at our house location, even after they assured us we were in a coverage area. So that begs the question, what good is a cell service that doesn't from your home? Were not going to drive to the nearest high hill and hope it works there, so we immediately decided to cancel their service. They gave us a 30 trial period to cancel them and get a full refund of our money spent. They gave us a 15 day time frame to return the cell phone. We did both well within the time frame. We wiped the phone clean, reset all the settings and placed it back in the original box with everything that came with it.We called them several times asking for a refund of our money. They said there was a lag time on the cell phone of 10 working days, they only canceled one phone line even after being told several times on the phone and in writing that we wanted everything stopped and our money refunded ASAP. After several calls and a letter they finally refunded $30.26 on 8-15-22.and $254.39 on 8-24-22. That still leaves us $44.03 short of being fully refunded and putting this to bed. We want the remainder of our purchase ($44.02) refunded to us as a matter of ethical principal! We called them again about this and we just get the same old run around - frustrating!

I called pure talk *** on 4/11/2022 and spoke with rep for over an hr and purchased 2 phones outright, aSIM card (for existing phone) and paid for service for 3 lines.They arriveda few days later and I arranged for the 3 ppl I purchased the phones/lines for to meet up to activate them together .The instructions said 3step easy activation process. We tried activating the phones but after putting in Sim#s no plans came up so we were instructed to choose plans for each sim and pay upfront for those.was not going to do that. 3 people were a bit disappointed but I called and explained the issue and was on hold for awhile and asked a bunch of Qs then I was informed that 3 more *** would be sent out and would arrive within a week.The 3 ppl waiting forphone service again were getting a bit impatient. *** arrived , same exact issue. i called pure talk , waited on hold for awhile was asked a ton of questions, the rep sounded perplexed transferred me to tech support who asked for the issue, asked questions, informed me that they were not the ones to activate phones and ended up transferring me back to rep who promptly turned around and sent me back to tech support and,upon discovering I was the one spoken to earlier transferred me back without saying another word,few hours had elapsed and last person I was spoke w/informed me that they were closing soon and that 3 more *** were being sent out. I asked if she could assure me that the new *** would be connected to the phones I purchased and the plans I paid for and if she could overnight them.she said yes they would work but no overnighting them, they should arrive by Fri. It was Sunday.3rd batch never arrived.3 weeks had gone by by this point. Fourth exchange, same deal, new *** being sent out.They didnt work.I called a few times for supervisor. I finally caught one, explained issue and asked to cancel and refund.She said she would refund for service.Never received it. Ive called for another mgr every day for wks.no luck!

Pure Talk makes promises that they don't keep! I discovered PureTalk on the *** radio show, and it sounded too good to be true. But that is precisely what it is!Pure Talk offers the same coverage as other carriers but only a fraction of the price.I dealt with Sprint in the past, and they lied about how much my monthly *** was. So, when I found out it was $60.00, I saw red! Due to 3g networks becoming phased out and nearly defunct, many cell phones have become obsolete. Pure Talk offers "unlocked" 5g cell phones on their website. Since my Galaxy Note 9 was one of the victims, I had no other choice but to purchase an "unlocked, 5g" cell phone. So I was convinced to buy one. Unfortunately, I didn't have much choice, and I expected crucial phone calls from my CPA.I purchased the "One Plus" "Nord 100," and I have had nothing but trouble with it ever since I bought it after removing the cellophane from the box that it came in. I couldn't make a phone call from a grocery store 10 minutes from my house! When I went outside and took my puppy for a walk, less than 40 feet away from my door, my connection to the internet and *** was no longer accessible. When I tried to use the phone, I got an error message saying that the mobile network wasn't available.Through the process of elimination of contacting "Netgear," Xfinity/Comcast," and "One Plus" and using my g/f's iPhone, I discovered that the culprit was the "One Plus" "Nord 100" that is defective. So I did some troubleshooting with "One Plus" and have determined that the "Nord 100" is defective!They told me to contact the company where I purchased the 'Nord 100" from Pure Talk. So, on April 21, 2022, I reached "Pure Talk" and spoke to a manager named "***."He said that I would have 14 days to return the "Nord 100" and even sent me an email (attached) with the *** # *** posted on the outside of the box and stringent guidelines about security options turned off or they wouldn't accept it. Lies,...

Visual Voicemail: It is ethically unacceptable to have call Pure Talk and be on hold for 2 hours only to reach a smug, black racists female not the slightest bit interested in providing Pure Talk customer service to a paying white male customer. I waited in an annoying *** holding "JAIL" tank for 2 hours listening to garbage about 3g network which has nothing to do with why I called. After I finally got through I asked if I could provide my phone number because I have bee arbitrarily hung up on by Pure Talk in the past. It is also, not uncommon to have to explain and communicate the problem with some service representative who will let you expend considerable energy going over the problem for 10 minutes and then just say. "Oh, let me transfer you to technical support." Then, as was the case today, I reached a racists black female who refused to take my phone number in the event she wanted to just hang up on me since I am a white male. She even said that if we lose connection, that the calling demand is so high that she would not be able to call back. I bet she wouldn't treat a fellow black that way. Anyhow, all this s*** around wasting time, dealing with Pure Talk racists and all they had to do was turn on a visual voicemail feature at Pure talk. This can't be done at the user level. The reason for the call was to be able to see the number of phone, voicemail messages in the cue. This could not be achieved unless someone at Pure Talk was willing to do their job and select the radio button only in their Pure Talk software. In my case, I had to figure out what had to be done, negotiate with a racists black female, and then hope she would select the radio button without hanging up on me. It tool well over two hours to achieve this and Pure Talk should of selected the visual voicemail button from the get go when the voice mail service was purchased from them. What other services are racists, hard-to-reach- Pure Talk ambassadors depriving me of?

I purchased 2 phones, both *** 5.4's, one for my wife and one for myself on 9/24. We received the phones on 9/30 and set everything up. The phone purchased for me had issues right away. I thought initially it may just be to poor service, but over time I realized it was an issue with the phone and specifically, the microphone. When on a call, the person on the other side could not hear me even though I could hear them. I contacted the "help-desk" on 10/12, within the 14 window for having a phone replaced, and received a response from ***. She advised I call in to speak to one of PureTalk's "very capable" representatives. The first representative advised I clean the microphone with a Q-tip, restart it, and it should be fine. She didn't even ask what kind of phone I had. Obviously, that was horrible advice. I responded to *** on my open ticket, # ***, and didn't receive a response for a week. I emailed again and was again told to call in to one of the "very capable" representatives. This time I called in and spoke to A. Church, who assured me they would replace the phone after technical support deemed it defective. She transferred me to *** who tried calling me on the problem cell phone but couldn't hear me. For some reason I was transferred to ***, who was incredibly rude and after spending 30 minutes on hold more than once, she created a ticket, # ***, and said someone would call me within 72 hours. No one did. I called in today and spoke to 3 people, Sessly?, ***, and ***. *** said the ticket *** created contained no info. Not my name, not my phone make and model... nothing. She deemed the phone defective and transferred me back to customer service where I spoke with Shianne? who informed me that I was outside the return window and nothing could be done even though I first contacted the help desk on 10/12, 12 days after receiving the phone. She claims I needed to call in to customer service, not email them.

2/2 ordered service. Phone ended up being not compatible. Called for refund 2/16. Had additional charges made and To-Date - no refund. I was formerly using Straightalk phone service and decided to try Puretalk. I ordered the service on 2/2 by phone for $25.18 and was charged on my Sam's Club bill with auto pay. When I asked if my Android phone was compatible, I was told my phone WOULD BE compatible with their service. They sent me the chip to transfer the service. I tried to connect the phone and found out it was NOT compatible. I actually had to live without a phone for a number of days while trying to hook up the service and was unsuccessful. When I called Puretalk at XXX-XXX-XXXX about the difficulty I was having, they investigated and found that my phone was actually NOT compatible and I was told a refund was due me and it would manually be sent. I wanted it refunded back to my Sam's Club card, but was told they do not do refunds that way. They also could not give me back my original phone number (XXX-XXX-XXXX) and I had to sign up again with Straighttalk and get a new number (XXX-XXX-XXXX). I never received the refund and was billed on autopay on my Sam's Club bill on 3/15 for $21.98. While waiting for resolution for previous calls, I was billed AGAIN on 4/15 for $21.97. I called on 4/16 and spoke with Tracy who said she disconnected the auto pay and would file a ticket for a complete refund. I never received that refund either. I called AGAIN on 5/26. We were in the process of moving and I was highly stressed at the time I spoke with Gardenia. She said refunds were NOT guaranteed. REALLY! I literally had a melt down and could not believe I was paying for a service I could not use. She said it would be reviewed and gave me a ticket #XXXXXXX. She said no other tickets for this complaint were on file even though she had ALL my previous calls and complaints on file. She said I would get a call shortly and I have NOT yet received one. Thankfully, I was NOT billed on my June statement. Still, I HAVE NOT RECEIVED ANY CALLBACK TO-DATE nor have I received any refund. I want a COMPLETE refund. It was NOT my fault the woman I talked to when ordering the service was incorrect when she said my phone was compatible and it was NOT. I have NEVER had to pay for a service I wasn't using before. By my accounting, the total due me is $69.13. Please help me get it back. Thank you, *** R. *** @ XXX-XXX-XXXX / (new address) *** NH XXXXX.

Was looking to exchange newly purchased phone. Then denied exchange after being told that I would be able to exchange phone. Account number XXXXXXXXXXX. Ticket number XXXXXXX. After receiving 2 newly purchased phones. My wife Tara called Pure Talk to see if I would be able to exchange 1 of the 2 new phones we bought. I wanted to exchange the I phone xr I purchased in blue for the same model in white. My wife was told over the phone that we could exchange it and the white I phone would also be at the same price. (on promotion $250 off). To exchange we would have ship the blue phone back, then order the white I phone for the discounted price. I called later in the day (10/1) after we shipped the blue I phone back to Pure Talk. I was told by another associate in customer service I couldn't order the white I phone until they received the original which could take at least two weeks, but I would be notified by email then. After 2 weeks I did not get notified but noticed the credit to the account of the card I paid with. So I called Pure Talk to order the white I phone xr at the same price I bought the original blue one. On 10/16 I was told that the information I had was wrong information. She would not able to sell me the phone at the promotional price, I could only buy it full price. After over a 40 minute call mostly being on hold. I was told a supervisor would call me. I did not receive a call from one. The following week my wife calls and speaks with an associate by the name of Raven, and she as well after being on hold for extended amounts of time was told that they had to get help from their I T department to help remedy the situation. Their last call was 10/23 and my wife was told a supervisor will call her Monday 10/26 (assuming with a resolution). Neither my wife or myself have spoken to anyone from Pure Talk since. Its now November 1st and what seems like a nightmare situation has been going on for over a month now with no resolution. This has been worst interaction I have ever had with any company. This process has been extremely frustrating and seems as if no one is willing to help. The long waits and customer service not offering any resolution without help from a supervisor you cant talk to and do not get a call back from. This has been very frustrating and I don't think a company should be able to tell you that you can do something, then later say that it was wrong information and not do anything to correct it. Its not my fault we were told incorrectly. If I was told I couldn't exchange the original phone in the first place I would have kept it. Not returned it and paid for shipping out of my pocket. To wind up with no new phone. This process has been long and annoying. These are terrible business practices and the treatment and lack of follow through by this company creates such a poor experience for the customer. I shouldn't have to speak with so many people and have to hold for hours over the course of all of our calls to have a issue resolved because of their error.

I am trying to get PureTalk to get a local number for my son's cell phone, since the number provided is long distance from my land line. Account #XXXXXXXXXXXX I decided to activate my son's phone for the first time with PureTalk before switching the rest of the family to PureTalk. I entered my WA ZIP code but was assigned an OR number, so it is long distance for me to call his number. I figured PureTalk would be a cut above Tracfone, who had switched an OR number to a WA number for me in the past. So I called PureTalk to get the number changed to one that is local to us. I first asked 1) why they would charge me the $10 fee when they were the ones that assigned the number out of my area as well as 2) why they would not want to waive it in order when the potential of the rest my family's phone business with PureTalk is at stake. I cannot reall whether got an answer on a waiver because it was overshadowed when I was told that there was no way to guarantee a number local to me. I asked if I could just enter a different ZIP code, but she seemd to have no idea about that. To be clear, 1) she was very nice about the whole thing, and 2) I made a point of telling her that none of this was her fault; it is something faulty in the system design. After talking to her supervisor, though, she was clear on one thing: if we request a number change, the area code and prefix would again be randomly selected. That would be fine, so long as they are local to me, but she and her supervisor seemed to be unaware how to even recommend a ZIP code to use. The solution to this breakdown in customer service is quite simple: someone in PureTalk support should have taken enough interest in how their own system works to be able to recommend a ZIP code for me to enter that would allocate a number that is local to my land line. But since they could not do that, I did half the work for them in the last hour and eventually found a tool listing all prefixes local to me here: https://localcallingguide.com/lprefix.php?exch=XXXXXX&dir=. We have gotten other recent cell phone numbers allocated in XXX-XXX-, a combination which is on that list. While I understand that PureTalk cannot simply ask for a specific number or even area code/prefix combination, they explicitly told me it is a consequence of the ZIP code entered. How hard can it be for PureTalk to query their own database to correlate ZIP codes entered with auto-assigned phone numbers? In fact, why is such a tool not already available to PureTalk support staff as part of their ERP? Probably more importantly, why is PureTalk willing to write off five or six potential more phones being moved to their service for lack of curiosity about or willingness to solve this problem? This is not a formal complaint regarding the wrong area code on the first round, since that is almost certainly defined by AT&T. Certainly, PureTalk could have done better by ensuring that their database at least points to the right state. But I cannot understand why there is a big black hole regarding how to use their own system to figure this out when I, as an ignorant consumer, was able to do half the job for them in an hour. In the end, the service seems reasonably good in our area and the price is fair, so I will not drop PureTalk service for my son's line over this. But Puretalk could win both my future recommendation to others and the rest of the family's business if they can demonstrate that they are interested and willing enough to do what should be a small amount of research within their own system: figure out what ZIP code will generate only numbers local to me and step through the process of allocating a new phone number using that ZIP code. And I would recommend that their in-house ERP developers develop a tool that can do this easily in the future.