Pure Talk USA Customer Service Issues

I need an email because our phones aren't working in our area today. When we try to make calls, we get a "Cellular network not available" message. Our phones only work when we go a few miles away. I called Pure Talk USA today around 2 pm on Sunday, March 17 from a parking lot a couple of miles away. They connected me with a technician who spoke with AT&T. AT&T confirmed there are no issues with the network in Santa Ana. The technician suggested we turn off our phones for three to five minutes for a SIM card upgrade. After waiting a couple of hours and turning on our phones, mine worked briefly but the call quality deteriorated until the other person couldn't hear me and we lost the call. My husband's phone still doesn't work. We need help to get our phones working again. Contact us using the email address below. Thank you.

I have tried reaching out to customer service multiple times via email without receiving any responses. Due to my hearing loss, I prefer written communication but may need my phone for semi-urgent matters. I activated my iPhone 6 Plus on August 27, [redacted], with PureTalkUSA but have been experiencing issues. Callers are unable to reach me after the first call, which goes straight to voicemail without showing on my account. I am also being billed for calls I didn't make to unfamiliar numbers and for data usage despite not using my phone. Despite a positive activation experience with JANE, callers can't connect, calls aren't recorded, and data is consumed mysteriously. I suspect my phone number was previously used by an AT&T customer, possibly still leading to mistaken billing and data usage. I appreciate any insights. Thank you, James K. [redacted]

I'm getting a notification saying: "Network registration delayed. Please contact customer service. (17)". My phone is connected to Wi-Fi and all functions are working except for calls - both incoming and outgoing. The issue is affecting a line that's crucial for monitoring an alarm system at our church. Today at 3:03 PM EST, I received a text but was unable to reply, and right after that, I lost all phone services. I've verified my account status, and everything seems to be in order.

I was supposed to receive a SIM card starter kit but did not receive it. I called your [redacted] number and explained the situation. I had planned for my other account to be disconnected the same day I was to receive the Pure Talk SIM. Now, I am without a phone because the customer service representative I spoke to said the SIM was delivered but had to cancel it as it was activated. She mentioned refunding the money I spent, and I would need to reorder. I emphasized that I did not want the money but just needed a new SIM card delivered to my P.O. box as someone else activated the card sent to another address. The issue is there is a lot of crime at the address you sent it to, while my P.O. box is secure. Initially, the debit card I used had the same address as where you sent the card. I just need the SIM card sent to my P.O. box, not the existing address. It seems someone obtained and activated the card mistakenly sent to the incorrect address, but my current city is different from where it was delivered.

On April 18, [redacted], I initiated the process of signing up for your phone service. I paid $29.18 in advance. Upon receiving the SIM card, I tried to activate it, but my phone, imported from Straight Talk, did not work with Pure Talk. I had to seek assistance by contacting your customer service from my friend's office. It was determined that my phone is incompatible with Pure Talk, so I returned to Straight Talk. This situation has resulted in additional expenses for me. I have already reached out to your corporate offices regarding this matter. I am requesting an immediate refund of $29.18. Please process the refund and confirm it via the email provided below. Thank you.

I have a membership with AMAC that includes a FREE Apple iPhone Black SE with Pure TalkUsa, but the customer service representatives at PTUsa seem unaware of this offer. After emailing them a thorough 2-page explanation with screenshots detailing my attempts to resolve this since my initial call to customer service on May 13, I am now following up with a phone call. I was pleasantly surprised to receive an email acknowledgment after emailing them three days ago, but I remain skeptical until the issue is fully resolved.

I contacted customer support to address my issue, but I felt unheard. I was informed that no purchase was made and that I would be called back once a solution was found. If the representative had listened to me initially, the process would have been smoother. As a customer, I felt overlooked and undervalued as the employee did not seem to acknowledge my insights. The problem was simple but prolonged due to disconnections. I am willing to work for free to showcase proper customer service. Ensuring customer satisfaction is paramount to me, and I believe companies should prioritize customer well-being. Despite the lack of concern from many companies towards their patrons, I maintain hope for basic human decency. Although I do not anticipate any compensation, a gesture such as a discount on the next bill would demonstrate care. Efficient procedures could prevent wasted time. Improving customer experience and fostering repeat business should be essential. If you are indifferent, perhaps a change in career is warranted, as customer loyalty ultimately drives profits.

I have encountered an issue with Pure Talk regarding a phone return (RMA # [redacted]). I am seeking clarification in writing as to why they are refusing to refund #[redacted] and declining to accept the returned phone. Additionally, I have been informed that they intend to continue charging me for a phone plan that has not yet begun. Despite being 70+ years old, I have made efforts to address this by reaching out to tech support, including Pure Talk and Apple, spending over 40 minutes following instructions to return the phone. I have purchased a new phone and received a new SIM card from Pure Talk, but I am now contemplating escalating this matter to the BBB and consumer report if my concerns about my last monthly bill and phone refund are not addressed promptly.

I have been informed that Pure Talk is requiring payment for a phone I returned to them with RMA #[redacted]. I am requesting a written explanation as to why they are withholding a refund for #[redacted] and refusing to accept the returned phone. They mentioned they will continue charging me for a phone plan that has not even started yet. Despite being 70+ years old, I went through technical support to reset the phone back to factory settings. After unsuccessful attempts with Pure Talk's tech support, I contacted Apple for guidance. Even though the phone was reset, Pure Talk claims it wasn't done properly. I feel misled by the free phone offer which led to a long-term contract for unlimited services I didn't need. I now have a new phone and SIM card from Best Buy, but I am unsure if I need to escalate this issue to the BBB and consumer report. I have a good payment history with Pure Talk and just want them to accept the returned phone, refund my initial payment, and consider all outstanding charges as paid. Additionally, I had difficulties reaching a specific representative named Aisha who repeatedly put me on hold during two separate calls today.

I have been with Puretalk USA for around two weeks now but today I am experiencing issues with calls. Despite trying to reset the battery, my calls are not going through, even though my internet and LTE signal are working fine. I contacted customer service from a landline, but was transferred multiple times without reaching tech support. I am frustrated with the service and the long wait times. I am unable to access my voicemails as well. This experience is making me reconsider staying as a customer with Puretalk USA.

I am experiencing trouble with my Nokia [redacted] Fold. The message settings seem to have changed or become corrupted. Despite reaching out to a technical support representative, the settings provided were not helpful as the menu options on my phone are different. After enduring long wait times on the phone with customer service, I am disappointed with the level of support. I was eventually able to find assistance through Pure Talk's Facebook contact. It turns out I had exceeded my text limit without receiving any notification. It is frustrating that the initial agent did not identify this issue before transferring me. My experience has left me dissatisfied and considering switching to another provider.

I recently received and activated new SIM cards from you for my phone ([redacted]) and my wife's phone ([redacted]) following the instructions given by tech support over the phone. Even though I retained our original phone numbers from Sprint LTE 4G and more recently Consumer Cellular, our phones are not functioning yet. I am unable to make calls despite providing my Consumer Cellular contract number and PIN during the activation process. I switched from Consumer Cellular due to issues with sending and receiving pictures via text messages, which is vital for my wife. I hope to avoid similar problems with Pure Talk USA. I am seeking guidance on the correct settings for using 4G LTE without encountering confusing or multiple APN settings like my previous provider. I look forward to a prompt response to my second request within the last 6 hours.

My iPhone 6S data connection is currently not functioning, limiting my Internet access to WiFi only. Pure Talk USA correctly billed me for the monthly plan on September 24. However, a few days following this payment, my data services ceased. Despite attempts to contact customer service, my phone displayed a message stating the balance was insufficient to make a call, which is inaccurate given the recent payment. Notifications and texts fail to come through unless the device is connected to WiFi. Several troubleshooting methods, including resetting network settings and toggling LTE, were fruitless. Regrettably, I am unable to reach Pure Talk's customer support. I am seeking assistance in refilling my balance to reinstate the regular monthly plan of $20, consistent with my subscription over a year ago.

I am experiencing issues with the Visual Voicemail on my Samsung Galaxy A20 after switching from Verizon to Pure Talk. Callers can leave messages, but accessing the Visual Voicemail App gives a downloading message with no success. The alternative to dial *86 to listen to voicemails also fails. I've tried troubleshooting steps like force stopping the app and clearing data and cache without success. Any assistance would be appreciated. My telephone number is [redacted].

I recently received my True Talk SIM card and contacted True Talk support for assistance in setting it up on my Android MAX [redacted] cell phone. Even after the setup, I am unable to send texts and the volume is significantly low. When I try to access messaging, it shows a message saying it does not recognize the SIM card. The cell phone still displays my previous carrier, Verizon. I am wondering if resetting the cell phone could resolve this issue. Thank you, J. Z. (PURE TALK ACCOUNT NUMBER: [redacted])

I have been a Puretalk customer for a few years. Recently, we have attempted multiple times to transfer our phone number to another service provider, but Puretalk has not released the number. It has been over a week since we requested the port out and we initiated it about 2 days before the end of the billing cycle, which we believed was ample time. Why is Puretalk not releasing our number promptly? I received messages indicating that the number might be deactivated. Despite sending several emails to Puretalk for assistance, there has been no response. Shouldn't Puretalk comply with FCC rules and release a customer's phone number for porting? Additionally, I am curious as to why Puretalk's pricing is not more competitive.

Puretalk has provided terrible service. We have been attempting to port out our number for almost three weeks, but the customer service representatives and the number porting department keep asking the same questions and seem confused about our request. Despite informing them multiple times that we want to port out our phone number, they continue to misunderstand our request. It has been frustrating to request this online numerous times over the past three weeks and now calling them, only to still not have our number ported out. It appears that Puretalk is more interested in taking monthly payments than providing adequate service when customers want to leave. The last porting person I spoke with was rude, and our number has still not been ported out, which goes against FCC rules. We strongly advise against starting service with Puretalk due to their poor customer service.

Hello, I recently purchased an AT&T prepaid phone, the same model as my wife's, LM-X320 "LG" Neon Plus. I previously had a Nokia phone. I have transferred the configuration settings to my new LG phone with the IMEI [redacted]-10-[redacted]. After attempting to use my Nokia phone again, which had been reset, I am unable to get it to work. I now only receive an AT&T wireless service automated message. My wife's phone runs on Android 9, while mine runs on Android 10, even though they are the same model. Can anyone offer assistance with this issue?

I am Grant, and I purchased three Pure Talk SIM cards for my daughters and myself. Unfortunately, there was an error with the email address provided during activation. The correct email address is [redacted] I urgently need this corrected so I can activate our phones and resume communication. I have already spent money on this service and do not wish to incur additional charges. I tried to contact you after switching back to my previous provider, but they demand a full payment of $[redacted]. Could you assist with this situation? Please ensure the email address is corrected promptly and notify me by email. Thank you.

I recently purchased a new Apple iPhone SE and signed a new contract with you. I am encountering issues with Apple's recovery process because the necessary identifying information, such as the serial number and IMEI number, was not included on the email receipt from you. Despite contacting your support team multiple times, I have not received the required information. Apple requires a receipt with the serial number and IMEI number to proceed with the recovery process. My box contains the needed information, but Apple insists on a receipt from you. My box serial number is FFNCL710PLJM and the IMEI number is [redacted][redacted]. I have been unable to use my phone since 11/10/[redacted] due to this issue. Please email me the required information promptly or contact me at my landline number. It is crucial to address this matter promptly as your support team has been unable to assist me effectively. I hope for a resolution to this problem as soon as possible.