Tommy N Wvp

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Verified Reviewer

Techinal support. They have gave me the consist run around for 2 days now, my new phone still doesn't work

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I've been a really happy straight talk customer for 15+ years now. With that said, I have a Samsung note 9 that I need as my new phone.

I bought a new sim card as advised from talking to straight talk customer support. As soon as my new sim card came in the mail, I contacted techinal support to switch my straight talk number to my newer unlocked note 9. I've been on the phone for 2 evening in a row now and techinal support just gives up on getting my phone working(phone wont call out and i get "network not registered " message. They will have me go threw the common steps at first and then transfer me to a higher department to talk to another person in which I go threw the same steps with that person until it gets to the point where they tell me that they are gonna enter some information and I'll get a call back in 15 mins on my call back number.

So when I get the call back from them, it's someone different and we start the same steps over and over that I went threw when I first called to begin with, I explain this to them and let them continue to do their process and they act like they understand, and then after a few of the same steps I've already tried and tried and tried they will say the same thing about a call back or tell me turn m6 phone off for 15 mins and then it will work. This has happened 2 nights in a row now for 3 hours back and forth each night.

They close at 12pm. So tonight at 11:40 after talking with 3 different ppl they tell me turn off the phone for 15-20 mins and you will be able to call out(which i felt like was bs, and i even expressed that i keep getting told this over and over and that im borrowing the phone from my friend just to be able to talk to customer support to begin with.its been over an hiur and it doesnt work So I don't know what else to do now except try this review...and I've been polite with them and they lie to get me off the phone and never fix the issue

View full review
Loss:
$150
Pros:
  • Good cell tower service
Cons:
  • Customer support
  • Good luck getting a difficult issue resolved

Preferred solution: Someone to fix my issue from techinal support.

User's recommendation: Go with phone carriers with good customer support

4 comments
Guest

Update: I called and talk to a customer representative at the 1-877-430-**** #. I talked to someone with knowledge and got to the source of the problem right away.

Tech support told me from the first time I called them(I had to buy a new sim card) to transfer my # to my new phone.

I was advised tonight that I need to buy another new sim card bc techinal support "activated" my new sim instead of a transfer(if that makes sense) thank you all here at pissedconsumer and I will give another update when my new sim shows up and everything gets sorted out. But evidently instead of my phone # and sim settings transfered to my new phone....tech support activated it instead of "transfer" and that's the problem....

AlexTrac
reply icon Replying to comment of Guest-2502682

Hi, Guest-250****. Please be informed that this is Maria from Straight Talk Wireless.

Please be informed that this is not an automated message. This message is sent from Straight Talk Wireless to ensure that any previous concerns or questions you may have raised have been addressed satisfactorily. We want to reiterate that this communication serves as a follow-up, aimed at guaranteeing your complete satisfaction with our service. By the time that you'll received the new SIM card, and you need help to sort things out or associate the SIM number to your account.

Rest assured that we'll be more than willing to help you with that. If there are any occurring issues or if you have additional concerns you'd like to discuss, please do not hesitate to reach out to us through the information provided below. Your feedback is of utmost importance to us, as we continuously strive to enhance your experience with Straight Talk Wireless. Thank you for your continued support, and we remain dedicated to assisting you promptly and effectively.

Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to working with you soon.

MariaST

Hi Tommy N. This is Maria from Straight Talk Wireless.

We read your post and we'd like to apologize for the issues you encountered with our service and customer support. Please know that this is not the kind of service we want our customers to experience. We would like to speak with you for further investigation in your account and provide you a concrete resolution for this. Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to working with you soon.

Guest
reply icon Replying to comment of MariaST

Not yet, I'm still waiting on my new sim card to come in the mail. Supposed to be here April 1st.

This has been a big hassle for such a simple phone transfer but I do appreciate you Maria. Thank you.

View more comments (3)
Angela B Tmu

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

SIM Cards not delivered & now lost???

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Straight Talk Wireless - SIM Cards not delivered & now lost???
Straight Talk Wireless - SIM Cards not delivered & now lost??? - Image 2

I ordered 2 SIM cards from Straight Talks website on Feb 6th with a 2 day air delivery shipping. It was promised by email that it would be delivered 1 to 3 business days after shipping date which was on Feb 7th.

It was first showing my package to be delivered on Feb 9th by 7 pm. The first time I tracked the package was on Feb 9th but it was after 7 pm before I did so. Confused I decided to check it again the next morning & only message for delivery status was "On the way" "processing at local facility". I continued to check everyday but it wasnt until Feb 14th the message for delivery status changed to "information not available"!

I tried contacting Straight Talk through the online chat & after explaining everything was told I would need to callin which is crazy considering I dont have an active phone due to not having been delivered the 2 SIM cards. I was able to call on Feb 16th & once I finally reached a live rep, she kept asking me for a phone number or IMEI number to locate account. I tried explaining several "6" times that I had no number nor did I have a device saved to my account & if she could locate by email or Order # it would be more helpful. She then begin arguing & proceeded to ask me how was she suppose to locate my account with no phone number or IMEI number!

I explained to her that I did not know that I wasn't the one who worked for Straight Talk that she was so that something an employee should know how to do. I asked for her to let me speak with a supervisor or anyone that might know how to locate my account without that info. She then wanted to argue about why did I need a supervisor & she needs a phone number to locate my account! I asked at minimum 6 times i believe to be transferred to a supervisor & when she proceeded to keep arguing I stated I was going to hang up & call back to see if I could get a different rep with more experience than her.

I was calling Straight Talk back when my phone rang & it was her again still asking me for my phone number or IMEI number to locate my account! While I received a discounted rate for the SIM cards totaling to $2.12, the amount of money doesn't matter so much as the principle of the issue! I was argued with, given no information on what to do about my package, not 1 rep volunteered to help me in the process other than my brother! My next step is to file a claim so it will be investigated & hopefully bring resolution to this matter.

All I really want are my SIM cards & better training for the reps that work at Straight Talk!

I will accept a refund but for me to be a completely satisfied customer then the $$ alone will not be enough! They are going to have to offer cash $$ or discounted rates for items specifically made for my brand cell phone at the time of purchase!

View full review
Loss:
$2
Pros:
  • Great coverage
  • Good price
  • Quality cell phones
Cons:
  • Good until you need help
  • Uneducated call representatives
  • Not satisfied

Preferred solution: I want my 2 SIM cards so I can have an active phone & I really feel that more training plus courses be made available for free in different areas!

User's recommendation: Make sure to just go to a physical store over online ordering!

Shirley R Dez

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Loganville, Georgia

To transfer service. Senior citizen needed help and cheaper service.

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I still have not been able to transfer one of my phones. I have spent a week trying to get help for a transfer code for 770-315-**** and have been hung up on numerous times. I need this resolved. My husband is 81 and I am 79 and we need this resolved.
View full review

User's recommendation: Get better customer service to deal with seniors problems.

1 comment
MariaST

Hi Shirley. This is Maria from Straight Talk Wireless.

We do apologize for the bad experience with our service. Is your issue resolved? If not, kindly chat with us at https://***/support/contact so we can provide a concrete resolution. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word TRANSFER to 611611. We'll be looking forward to working with you.

Anonymous
map-marker Spearfish, South Dakota

Usually good service

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611-611 wouldn't dial out phone stolen customer service 2 days later WOULDN'T wipe only disabled num
View full review
1 comment
MariaST

Hi. This is Maria from Straight Talk Wireless.

We read your post and we'd like to apologize for the trouble you have gone through with this issue. Please know that this is not the kind of service we want our customers to experience. We would like to help you.. Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the word HELP to 611611 to use our self-service menu. Thank you.

Grissel Tpo

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Morristown, Tennessee

They don't do what the customer is told they do. They lie to us

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Straight Talk Wireless - They don't do what the customer is told they do. They lie to us
I was having problems with the 2912 number.called midlast week girl said I could change back to my number.i have been sitting and waiting since last week.she said it would it would be changed by Fri now I'm getting attitudes questions everything but i number changed as promised. Did the company sell out to Verizon is so ok with me. But tell the truth. Also supposed to have a new phone a 12 sent to me where it at. I've been waiting on this to be delivered as well. 704218****. M
View full review

User's recommendation: Always tell the truth

1 comment
MariaST

Hi Grissel. This is Maria from Straight Talk Wireless.

We read your post and we'd like to apologize for the inconvenience we have caused you with these issues. Please know that this is not the kind of service we want our customers to experience. Allow us to have the opportunity to straighten things out for you. Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the word HELP to 611611 to use our self-service menu.

Moreover, we'd like to inform you that we are now part of the Verizon family. Thank you.

Mar el S

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Customer service is terrible

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I have never been hung up so many times. It's not because I'm rude.

It's because I have a special case no one knows how to deal with it and so they keep me on hold and talk to me for about 34 minutes. After that they hang up on you.

Then I will receive a call back and it rings one time and they hang up on you again. This is been going on for 2 months

View full review
Loss:
$75
Pros:
  • Great coverage
  • Will pick up the phone
Cons:
  • Only certain employees can deal with extreme cases
  • Are not allowed to switch you to a manager
  • Customer service is terrible

User's recommendation: Their service is good when it works

2 comments
Mar el S

I've been with straight talk for over 10 years. After the Verizon update, no NEW employee can cut my service back on.

It usually takes about 10 days before I can get someone. If you want to investigate further, I can record the next call and you can see what I'm talking about

MariaST

Hi Mar el. This is Maria from Straight Talk Wireless.

We read your post and we'd like to apologize for the issues you encountered with your service. Please know that this is not the kind of service we want our customers to experience. We would like to further investigate your account so we can provide a concrete resolution for this issue. Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the word HELP to 611611. Thank you.

View more comments (1)
Grissel Tpo
map-marker Morristown, Tennessee

Mad as crap

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I've had nothing but trouble out of 3 phones I bought and customer service. They've lied didn't tell me they were a part of Verizon. Said my info was deleted. My pictures I can't find. Only pictures I had was backed up and some was still on phone. Asked for help to transfer them no help. One told me I lost everything. Another to be to go to Walmart. I've cried over this I've never been treated so bad.those pictures are my life. My grandbabies please help
View full review

User's recommendation: Can't talk to mgr or supervisor. They lie. If you have dropped call they don't call back

1 comment
MariaST

This is Maria from Straight Talk Wireless. Hi.

This is Maria from Straight Talk Wireless. We read your post, and we'd like to apologize for the issues you encountered with your service. Please know that this is not the kind of service we want our customers to experience. We would like to further investigate your account so we can provide a concrete resolution for this issue.

Aside from calling our hotline number, you may also contact us via chat at https://***/support/contact. We are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the word HELP to 611611. Thank you.

Anonymous
map-marker Belgrade, Montana

Reactivate phone

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Ive been deactivated for 5 days. I cannot get help. They keep transferring me to other departments and then I get disconnected. They are telling me there is a restriction on my account and theres not. Ive talked to smart pay multiple times and theyre showing no restrictions. I cant even get my line released to get different service. Never had a problem until now. They suck
View full review

User's recommendation: Stay away

1 comment
MariaST

Hello. This is Maria from Straight Talk Wireless.

We are sorry to know that your account has been deactivated. We would like to take a closer look on this issue, so we can provide a resolution for you. For assistance, kindly chat with us again at https://***/support/contact. Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

Debbie C Bci

Your customer service people hung up on me three times!

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Your customer service people hung up on me three times! I pay my bills that pays their salary that helps you make money. I dont expect to be treated like a little fly.
View full review

Preferred solution: Apology

1 comment
MariaST

Hi Debbie. This is Maria from Straight Talk Wireless.

We're sorry for this experience. Feedback such as this is gathered daily to help improve our customer's experience. Allow us to have the opportunity to apologize for the bad experience you've had with the service. Please know that we are continuously making improvements to better assist our customers.

For further assistance, you can contact us via chat using this link https://***/support/contact. We are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You may also text the word HELP to 611611 to use our self-service menu. Thank you.

Anonymous
map-marker Stockton, California

WiFionlyt

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I could not talk to a real human.

The Gentleman we spoke with two weeks ago told us if we waited two weeks we would have a Tower working by then.

We are very disappointed. We have not had Internet or WiFi since we moved here after our home burned in 2018. No one Services this area even though our neighbors have AT&T

And we do not want Sattelite.

View full review

User's recommendation: I hope you have a better experience than we did. I’m still waiting and hoping!

1 comment
MariaST

Hi. This is Maria from Straight Talk Wireless.

We're sorry to know that your internet is not properly working and for being disappointed. We know how frustrating this has been on your end. Please be informed that we are determined to make things right for you. Kindly chat with us again at https://***/support/contact or call 1-877-430-2355.

Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

Dennis R Wwr

My service has been non existent for over one week. Tried connecting to customer service without success. Dialing a number respond that Mobile Network not available. There is no response to my query.

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Original review Jan 10, 2023

I was not advised of the reason for the unavailable service, although my service plan is active and paid for..Should the service be disrupted for any reason, the customer be advised.

View full review

Preferred solution: Tell me the reason for the Mobile Network being unavailable.

User's recommendation: If service should be disrupted for any reason, the customer should be advised. Queries should be responded to by customer service.

1 comment
MariaST

Hi. This is Maria from Straight Talk Wireless.

We really do apologize for the inconvenience you have encountered with our service. This is not the experience we want our customers to feel. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority.

We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution. Give us a chance to redeem ourselves and help you out.

Please chat with us using this link https://***/support/contact.For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Anonymous
map-marker Nashville, Tennessee

New phone purchase and plans

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I have tried 4 3 days to purchase a phone and Plan I was approved 4 900 trying to purchase a 625.oo iphone and 45 dollar plan I e tried several times online and then 3 phone calls I've been denied at checkout and told to call I have gave my information over and over I have answered tons of questions but still phone disconnects so still no planor phone I've been customer over 6,yrs and this is bull

View full review
1 comment
MariaST

This is Maria from Straight Talk Wireless. We really do apologize for the inconvenience you have encountered with our service.

This is not the experience we want our customers to feel. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority. We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution.

Give us a chance to redeem ourselves and help you out.

Please chat with us using this link https://***/support/contact.For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Anonymous
map-marker Rockford, Illinois

No service

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I am on the affordability through the government and the past few months I have to go through a bunch of crap to get my service back on. It's really annoying

View full review
1 comment
MariaST

Hi this is Maria from Straight Talk Wireless. We really do apologize for the inconvenience you have encountered with our service.

This is not the experience we want our customers to feel. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority. We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution.

Give us a chance to redeem ourselves and help you out.

Please chat with us using this link https://***/support/contact.For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Anthony N Qxe

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Long time user no voicemail

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After having service w straight talk for yrs all the sudden lost my voicemail. Called apple first..they concluded it was straight talk.

After calling over four days and numerous times thier computer always said wait for callback.. never happened. Today got thru 4 times was disconnected each time except 4th time.. was in silence for 2hrs and the person whom I could barely understand kept assuring me when they were done all would b well!

Guess what still not working and when I asked about a complaint department.. he said was apple and hung up on me wtf??? Im 59 have had a major stroke and phone is my lifeline!!!

I depend on voicemails from doctors because of short term memory loss if my problem isnt fixed Ill go elsewhere??? Beware ppl I always relied on straight talk and they left me hanging.

View full review
Pros:
  • Always dependable
Cons:
  • Not so sure now

Preferred solution: My service fixed and apology!! Maybe free 30 days for all my time lost. I’ve been a customer for yrs!!!!

User's recommendation: Thumbs down

1 comment
MariaST

Hi. This is Maria from Straight Talk Wireless.

Our sincere apologies for the inconvenience you have encountered with our website. This is not how we want you to feel and experience. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of customer service is our priority.

To further assist you with your issue, please chat with us using this link https://***/support/contact, or call us at 1-877-430-2355.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Marie B Ifr

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Customer service is the worst!

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My niece has been on the phone with customer service for over 2 hrs to get a SIM card activated and can't seem to get done. I don't understand.

What is there problem? Why is it so hard to get a SIM card activated? I just don't understand!

I'm sorry! We are so aggravated at this point and it still doesn't work!

View full review
Loss:
$40

Preferred solution: SIM card activated simply

User's recommendation: Good luck!

1 comment
MariaST

Hi Marie B lfr. This is Maria from Straight Talk Wireless.

Our sincere apologies for the inconvenience you have encountered with our customer service. Please know that it is never our goal to let you experience such troubles. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of Customer Service is our priority.

We will definitely take your comments very seriously and want to know more about your bad experiences, so we can focus on them and come to a solution. Please chat with us using this link https://***/support/contact, or call us at 1-877-430-2355.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

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