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Straight Talk

United States,
Indiana

Consumer complaints and reviews about Straight Talk

patches25 Send email
 
Jul 24, 2014

RUDE CUSTOMER SERVICE

They messed up my SIM card and then put 1 day on the phone but phone was not in their system so could not add new minutes. They took off the day they gave me and when got the New SIM card they wanted to get attitude over the 1 day. Man refused to let me speak to his supervisor for like 15 minutes and then the Supervisor got a attitude. I call the better business bureau to file complaint and FCC too. I am a paying customer and the customer is ALWAYS right.
They gave me the 1 day after 2 hours on the phone and me telling them was calling corporate office.
patches25 Send email
 
Jul 24, 2014

Rude Service

They messed up my SIM card and then put 1 day on the phone but phone was not in their system so could not add new minutes. They took off the day they gave me and when got the New SIM card they wanted to get attitude over the 1 day. Man refused to let me speak to his supervisor for like 15 minutes and then the Supervisor got a attitude. I call the better business bureau to file complaint and FCC too. I am a paying customer and the customer is ALWAYS right.
They gave me the 1 day after 2 hours on the phone and me telling them was calling corporate office.
User927095 Send email
 
Apr 4, 2012

Poor customer service

Switched from Sprint to Striaght Talk for lower price. Wish i stayed with sprint.
Had a horrible first experince with ST. First guy was hard to understand and spoke very low. Then fused at me for not having my information handy, which i thought i did. I had bought my phone from a craigslist seller and needed it activated to my info. this took forever because they read off a script, no one was listening to what the issue was, got transfer 4 times, repeated my info over 10times. after taking my credit card info and waiting 2days for activation i called back only to find out that they did not send the request through. I finaily got the phone activated once they got a clue that they had to deactivate it out of the sellers name and into mine of course this took over an hour with the lady asking me the same questions over and over again through the process. She kept asking me for passwords and account infor after i repeatedly told her that i dont have one, its in the seller name and needs to be changed to mine. basicly:
Great price for everything
Horrible problem solving skills
Some mean customer service people
Galaxy phone acts crazy from time to time. Goes haywire on charger.
The Sprint tech was better help with my ST phone than the ST customer service.
When i get back to my higher pay, im dashing back to sprint.
Corp. Patricia Send email
 
Mar 20, 2012

Poor customer service

Hi Frank50,

This is Patricia from Straight Talk. I read your post and noticed your complaint about our exchange policy. I am sorry for the wrong information that was given to you. I can help you get this resolved right away. Just send us an email at ST.CorpResolutionTeam@straighttalk.com with your name, contact information and your cellphone number/serial number of your phone. Please also copy and paste your comments from the blog and include it in your email. Thank you.
Frank50 Send email
 
Mar 14, 2012

Poor customer service

I purchased a Straight Talk phone through Walmart. I didn't realize it was defective until I was past the Walmart return time for phones, so I called Straight Talk. After explaining to the person that answered I was transferred to technical support. The person there talked me through a couple of things and then told me a phone would be shipped to me. When it arrived I was to call back and I would be walked through transfer of the files and phone number. Two days later a mailer arrived with instructions to send back the phone so a replacement could be provided. As it turns out this is Straight Talk policy. The tech support person told me wrong, but his bad info triggered a month of emails and phone calls back and forth. Each time Straight Talk contacted me they promised to help, but NEVER did anybody do any thing to help. I also got three different stories about what would happen when I shipped the phone. I would recommend that you run away from any phone deal that says Straight Talk, Trac Phone, or Net 10. They are all owned by the same company.
Knightsix Send email
 
Mar 14, 2012

Poor customer service

Bought a ST Samsung Galaxy SCH-M828 w/Android OS. Battery overheats during recharge & stops communicating with OS, hence error msg that 'battery is not correct' or similar. Was able to return phone to Walmart as hadn't had it for more than the 14 day return policy. Walmart gave me exact phone as replacement, and had same problem, but ignored it and phone eventually settled down. ST was worthless in attempting to correct this problem. Referred me to Samsung, who explained the issue, but bad on Samsung, they know about this battery issue but do nothing about it.

Now, ref. ST. I have never in the 65 years I've breathed air on planet Earth experienced such horrible cust. svc in my lifetime. As former military, I have no problem understanding the 'outsourced' cultures that populate their cust svc centers, BUT - they are uneducated, can only follow a script, and believe that continuing to state, "I apologize" will in some mysterious manner assuage the degree of anger any caller may have in dealing with them. All they can do is escalate the call to a supposed higher level of service, which is simply a higher level of incompetence. I have demanded a number of times to speak to their Corporate HQ in Florida and was given the number. You guessed it...the same outsourced culture, but supposedly in Florida. I was told outright by their Management that they were aware of the Cust Svc issues and were working to correct them. Not from where I sit, they aren't.
1) On 'Auto Refill' but phone svc was turned off anyway. ST Cust Svc Rep, told me he fixed problem. He actually cancelled my service and re-set me with new phone number - all without telling me he did that. Took hours over a period of four days, numerous calls to their Florida HQ demanding my number back, them telling me I had to wait 24 hours (2x), then another manager telling me I had to now wait for 48 hours. I refused any more stalls, and demanded they fix the problem and return my number due to illegal action of their Cust Svc dept. That call resulted in getting my original number back, and they did give me a credit of one week's free service.
2) Set up again for "Auto Refill" - system DID NOT refill my service - so here we go again. Called - was told all OK, service would automatically bill. NO, it didn't. I had to manually pay, then set up the Auto Refill feature myself, and confirmed it was done. Looked it up this morning and did it again - NO Auto Refill. They truly have a screwed up on-line system and that needs to be corrected as well.

Conclusion: The entire concept of ST has merit. Frankly, they offer a better deal out there than any of the big-box phone providers. BUT - ALL OF THEM have outsourced their Cust Svc, to the detriment of their good names. People from other cultures, despite the fact they speak a form of English, do not live in the U.S. and don't have a good grasp of day-do-day culture here and how to deal with us. Moreover, their training is inadequate and woefully incomplete. ST needs to take a hard look at how their Cust Svc department is being managed. My education is in Business and Management... I would personally fire the entire management staff and start over.
FrustratedWithStraightTalkCompany Send email
 
Feb 23, 2012

Not worth the frustration!

Email to straight talk this morning:

This morning we used numerous minutes on my husband's phone (***-***-****) attempting to resolve the issues. Once they verified I could make calls and send a text, the call ended. Approximately ten minutes later, I then attempted to connect to the internet using my phone - guess what? It would not work. I continue to get "Network Error". I phoned your company back and after explaining my issue twice again and being put on hold twice at least, I was told they would have to reset my phone. Meaning, I would lose my info, pictures, texts, etc. I cannot afford to do that. We rescue dogs and I have numerous pictures, emails, texts, etc that I cannot lose. I was then told to wait 24 hours to see if it resets itself? Really? Your customer service never ceases to amaze me. Is this really the answer to the issue? No, we both know this.

Yesterday I phoned your company due to my phone not working. After explaining my issue 3 times, explaining I had refilled my card and according to my online account, I should have service through April 14th, and being put on hold 6 times, I was told I needed a new sim card because mine was outdated! Our phones (and sim card) were just purchased (new) in the last 4-5 months. I explained to her I didn't believe it would be the sim card due to the fact the phones/sim card is less than six months old. She insisted it was the issue. I was then informed your company would ship a new card to me, but it could take up to 7 days. I explained to her I could not be without my phone for 7 days as my elderly father is in a nursing home with health issues. I asked if they would overnight the sim card. She put me on hold to speak to someone upon her return, I was told "that is not possible". I then asked for a phone number to speak to a live person when I phoned the company. I was given the same number I had used. The only way I had to contact the company was by listening to computer prompts which were attempting to refill my phone. Finally, when the computer prompts asked me for the number from my service card, I just start pushing numbers. I did this three times until the computer finally said "I'm sorry I am having trouble" and then I was sent to a live person. After this simple request for a phone number for a human being to talk to, I was then put on hold again. Upon her return to the line she once again, gave me the same number! It took three times of explaining to her the number she was giving to me was an all automated phone number to refill the phone. She said "yes". On the fourth time of of explaining to her it was all automated and only to refill my phone, she indicated it was the only number she had to give me! Really? So, if I have this correct, in order to speak to a human (who is Asian, with an American name, whom I can barely understand), I have to call an automated refill line? That is in no way shape or form customer service in my opinion. I promptly hung up. Once I returned home, I emailed your company from your website regarding no service on my phone.
My husband received a voicemail a few hours after I sent the email. It was a message to me from your company to returned your call. I did not call back until today. Why? Because my father was admitted to the hospital yesterday. Guess what? I could not receive the call from the nursing home, the hospital nor my sisters - why? Could it be lack of knowledge by your customer service department? Absolutely! You are more than welcome to verify this by phoning ********* Hospital in (state and city deleted).

Last month I logged into mine and my husband's accounts online and attempted to purchase minutes for both myself and my husband. Refilling mine went smoothly, his was another story. The screen continually informed me "no service for this zip code". It is the same zip code we have both used since obtaining our phones!! Not only that, I had just refilled my own phone using the exact same zip code!

He then phoned Straight Talk. He was told the same thing by the company "we do not offer service in your zip code". After numerous attempts to explain to the "customer service department" *(4 different times) the zip code has always worked, he finally called back and asked to speak to a supervisor. It was then, and only then, did the issue get resolved and he could use his phone. The supervisor could not explain to him why the online account and the people with customer service department continued to tell him there was no service for our zip code.

Within the past week, we can no longer use our cell phones inside our home as it continues to drop the calls. This was not an issue until recently. Both phones are experiencing this. I had a friend come over who also uses Straight Talk and had her attempt to make calls inside our house. She had the same issue. Nothing here has change so apparently the coverage, or towers have?

I am currently in the process of finding another cell phone company. If this is what we have to look forward to and contend with every month, I would rather pay a higher price and not have to deal with such ridiculous issues.
Joyce K Send email
 
Feb 23, 2012

Not worth the frustration!

Wish they had told me no service in this zip code! However, have received dependable service for years from other carriers. I only receive sporadic service from Straight Talk. Service as well as Customer Service is totally unreliable...unless you live and plan to stay near your local Walmart!!
Lessons learned!!! Joyce K

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