Effective Date: January 1, 2020
TracFone Wireless, Inc. ("TracFone," "we," "us") is committed to your privacy. We have instituted, and will continue to update, our comprehensive privacy policies and procedures. This is to ensure that our customers, website visitors, and mobile application users ("Customers" or "you") are informed of your rights and are given clear instructions on how to exercise your rights.
Your use of our websites and services is subject to this Policy and the terms and conditions of service, including the indemnification and limitations of liability provisions contained therein. By using our website and services, you acknowledge that you have read, understand, and agree to this Policy, the terms and conditions of service, and all of its contents.
We do not require you to provide your personal information to us to enjoy some of our services. However, if you do not provide certain personal information, you may not be able to use or access portions of our website, such as the account features or account information.
TracFone reserves the right to change this Policy by publishing new terms on its website at any time. When we do, we will revise the effective date above. Your continued use of our website and services after such changes means you accept the Policy as revised. We encourage you to periodically review this Policy to stay informed about how we collect and process your personal information.
Categories and Types of Personal Information We Collect:
TracFone collects personal information, which is any information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. This collection is a critical element in TracFone's day-to-day operations in order to offer services, complete transactions, and maintain the highest level of customer service for all of our customers and website visitors.
The personal information TracFone collects and processes depends on how, where, and why you interact with us. Some of the personal information TracFone collects or may collect include:
Identifiers – Identifiers are any personal information that can be associated with a specific individual, entity or device. Examples of these identifiers include customer name, alias, postal address, telephone number, e-mail address, partial or full social security number, and other similar identifiers.
Categories of Personal Information – These are other types of the personal information collected from the customer to facilitate business transactions. These include, for example, telephone numbers, signature, credit or debit card information, credit or debit card expiration dates, and other financial or medical or financial records.
Characteristics of Protected Classification – Other information that TracFone may receive and store is information viewed as characteristics of protected classification under state or federal law. Typically, this information is received as ancillary to other information, such as date of birth to reveal the customer’s age, or may be required as part of the Federal LifeLine program to determine a customer’s qualification for SafeLink. Information that may be included in this category includes age, gender, marital status, disability, medical information, and military or veteran status. For identification and verification purposes, TracFone may ask the customer to provide a copy of his/her driver’s license. By doing so, TracFone may see, but does not actively collect, other information about the customer including race, color, religion, or national origin.
Commercial or Transaction Information – In order to complete transactions and for the convenience of the customers, TracFone collects credit card information, including account numbers, card holder names, and addresses. Also, TracFone will have records of the phone or other devices purchases, airtime card purchases and redemptions, activation and port-in history, and records of information of products or services placed into the customer’s online cart.
Customer Proprietary Network Information (CPNI) and other Electronic Activities – As a wireless services provider, TracFone is required to collect certain personal information in connection with your wireless services. CPNI, for example, is a subset of the personal information that is generated in connection with the telecommunications services we provide to our customers. CPNI includes, for example, call detail records, call location information, and information about your rate plans and features. Additionally, TracFone maintains several internet webpages and mobile apps to inform customers about plans, services, and help complete transactions. As part of this, TracFone will collect certain information including browsing history, search history, interaction with website and apps, and interaction with advertisements.
Network, Device, and Geolocation Information – We may collect information about your use of your device and our network, how you use or access our service or website, Wi-Fi usage, geographic locations, and performance information. Some examples of this type of information include internet protocol (IP) addresses, the type of internet browser you are using, the type of operating system you have configured on your computer or phone, the domain name of the website and/or Internet Service Provider (ISP) from which you are linked to our website, the model of phone that you are using, device identifier ("UDID"), web browsing and wireless application use information, date and time stamp, and clickstream data to analyze trends in aggregate and administer our website. TracFone may also collect anonymized aggregated network strength data. This data may combine geolocation information, signal data, and other information to help TracFone monitor the strength and reliability of the services we provide to our customers.
Educational, Professional, and Employment Information – TracFone does not actively seek educational or employment information about our customers. However, this information may be submitted to TracFone as part of TracFone’s LifeLine program to verify eligibility. For example, customers may elect to verify their income levels by submitting paystubs. Once the information is verified, TracFone will delete such information as prescribed by law.
Inferences – TracFone always seeks to provide the best service, products, and selections to our customers. As part of this, we may develop profiles on our customers to determine which service, prices, and offers would best suit their needs. As such, TracFone may have inferential information on our customers including preferences, predispositions, and behavior to see what wireless plans or offerings would be competitive in the marketplace.
Health Information – For those customers who apply to qualify for the federal LifeLine Assistance Program, personal information may be appended with information obtained through third party sources, such as Health Maintenance Organizations (HMO), for the purpose of corroborating a potential customer’s enrollment eligibility. TracFone will share the mobile number with the HMO providers associated with those customers. If a child or other beneficiary is the qualifying recipient for the Lifeline Assistance Program, we will also collect the child’s or other beneficiary’s name, date of birth, and partial social security number to verify their eligibility in the program.
Note: TracFone does not have access to the content of private e-mail communications and text messages that are transmitted using TracFone services.
How Personal Information is Collected:
Personal Information Submitted to Us . We collect personal and non-personal information from customers based upon our business relationship with you. You supply information to us when you use our products and services, when you visit our website, when you make a purchase from us, or when you establish or modify an online account. Additionally, you may also provide us with information when you interact with our customer service representatives, participate in online surveys, or collect and redeem reward points.
How Personal Information is Used:
Business Relationship Purposes . TracFone uses your personal information for various purposes, including but not limited to, billing purposes such as the auto-refill program, to provide or change service, to anticipate and resolve problems with your service, for fraud prevention purposes, to comply with legal requirements, to communicate with you, to manage and administer our websites and services, for auditing and accounting purposes, to collect and process transactions, or to inform you of products and services that better meet your needs. This means that TracFone may use your information in conjunction with information available from other sources to market new services that may be of interest to you. We also use your information for market research and for optimizing our systems in order to deliver the best customer experience possible.
Adobe Experience Cloud Device Co-op . All TracFone Wireless, Inc.’s brands participate in the Adobe Experience Cloud Device Co-op to better understand how you use our website and apps across the various devices you use, to deliver tailored promotions, and to provide our Customers with a better, more consistent cross-device experience. To learn more Adobe and its Device co-op Privacy Control, please click here.
Mobile Analytics Software . TracFone uses mobile analytics software to better understand the functionalities of our mobile software on your phone. This software may record information such as how often you use the application, the events that occur within the application, aggregated usage, performance data, and location where the application was downloaded. We do not link the information we store within the analytics software to any personally identifiable information you submit within the mobile application.
How Personal Information is Shared:
Third Party Service Providers . Your wireless number may be shared for text messaging services operated by third party service providers. These vendors may directly contact you on our behalf by text messages with promotions, discounts, advertisements, reminders related to your services, or other information that may be helpful or informative to you. An opt-out mechanism is provided in these messages in compliance with applicable laws.
Third-Party Service Providers Obligations . When TracFone uses third parties to perform services on our behalf, such as marketing, fulfillment services, and shipping to customers, TracFone will require that such third parties protect and restrict use of your personal information consistent with the terms described in this Policy.
TracFone may further share customer personal information in the following situations:
- With affiliated and unaffiliated service providers who help us perform and deliver our website and services, subject to confidentiality agreements where reasonably feasible, including: service and sales fulfillment; form processing; website management and hosting providers; information technology and security providers; customer service; email and newsletter delivery services; background check providers; credit agencies; advertisement partners and corporate sponsors; and auditing providers;
- With third parties to investigate and help prevent fraud, other unlawful activity or activity that threatens a service network;
- With legal, governmental, or judicial authorities as instructed or required by those authorities and applicable laws, or in relation to legal activity, such as to comply with a subpoena, request by public authorities for meeting national security or law enforcement requirements, or other similar legal process;
- With the appropriate government and law enforcement authorities, when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request;
- With persons or any third party of your choosing and at your discretion; and
- With necessary third parties in connection with, or during negotiations for, a merger, acquisition, or sale of all or a portion of TracFone’s assets.
Software Application for Our Websites . TracFone also works with other companies who supply software applications for use on our websites. The software is used to collect survey or feedback information or support real-time chat sessions from customers who visit our website and utilize these tools. Information from your web session, including your device serial number, phone number, and account email may be associated with your responses when utilizing these tools. This information is used by TracFone exclusively for analysis of survey or feedback results and will not be shared with any third party for any other purposes.
How Long Your Personal Information is Retained:
We will retain your personal information only as long as needed for business, tax, retention, and legal purposes. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.
You information will be deleted when all of the following conditions are met:
- once it is no longer needed;
- when there is no legal obligation to retain it;
- at the end of TracFone’s information retention period; and
- upon receipt of a verified request and can be deleted without affecting TracFone’s legal obligations or ongoing business needs.
Absent a specific request to delete your personal information, as permitted by law, TracFone will delete your information per its normal business processes and procedures.
How Customers Can Restrict the Sharing of Personal Information Used in E-Mail Marketing:
Declining E-mail Offers. TracFone will only send our customers e-mails regarding promotional offers or other news if a customer grants us permission to do so by providing an email address. If a customer does provide us an email address, we may use it to communicate with the customer including sending promotional offers or other information.
Opting-Out of E-Mail Offers . A customer always has the right to choose not to receive TracFone e-mail direct marketing communications by opting-out or unsubscribing. A customer can opt-out or unsubscribe from our e-mail list by clicking on the unsubscribe link found at the bottom of every message or promotion delivered electronically to our customers. Upon such election and within a reasonable time thereafter, TracFone (a) will not contact that customer directly with TracFone promotional messages, and (b) will not use personal information obtained from that customer's registration to contact that customer with TracFone product messages.
How Personal Information is Secured:
TracFone uses administrative, organizational, technical, and physical safeguards to protect the personal information it collects and processes. Nonetheless, TracFone cannot guarantee your personal information will be perfectly secure at all times. Our security controls are designed to maintain data confidentiality, maintain data integrity, and give us an appropriate level of access to your data. For example, when you enter sensitive personal information (such as a credit card number) on our order forms, we encrypt the transmission of that information using secure socket layer technology (SSL). TracFone, based on its reasonable judgment, will continue to enhance its security procedures as new technology becomes readily available. If you have any questions about security on our website, you can contact us at firstname.lastname@example.org.
Links to Other Websites:
Third Party Links . TracFone's websites may contain links to other websites that are not owned, operated, or controlled by TracFone. Any personal information collected by such third party websites is not governed by this Policy. We recommend that you examine the privacy policies of such third party websites prior to submitting any personal information.
Third-Party Websites . In some instances, our website content is also featured on other websites with differing or non-existent privacy policies. These websites may collect personal information from website visitors that may or may not be used in conjunction with our website information. Prior to supplying personal information to any third party company linking to our website, please read and understand their privacy policies.
Policy Regarding Information Obtained from Children:
TracFone’s websites are not structured to attract children under the age of 13. TracFone does not knowingly, directly, or passively collect information from children under the age of 16. Ordering online products and services from TracFone is limited to adults (ages 18+). Of course, wireless devices and services purchased for family use may be used by minors without the knowledge of TracFone. If that happens, any information collected from the usage will appear to be the personal information of the actual adult subscriber and treated as such under this Policy.
Our website offers publicly accessible blogs or community forums. You should be aware that any information you provide in these areas may be read, collected, and used by others who access them. You should not provide personally identifiable information in any publicly accessible blog or community forum.
To request removal of your personal information from our blogs and forums contact us at email@example.com, and we will do our best to comply with the request. In some cases, we may not be able to remove your personal information, in which case we will let you know if we are unable to do so and why.
If you choose to use our referral service to tell a friend about our site, we will ask you for your friend's name and email address and automatically generate a one-time email to send your friend inviting him or her to visit the site. If you use the "Import Contacts" feature, we may collect your friends’ names and addresses in order to administer TracFone’s Refer-A-Friend program. TracFone does not store your friend's information or use it for any other purpose.
If you purchase a gift, we will ask you for the recipient’s name, and mailing address in order to ship product to the individual. TracFone does not retain the recipient’s information or use it for any other purpose.
Social Media Features:
Occasionally, we may conduct surveys on our website. Surveys are conducted at random and are completely voluntary to our website visitors. The survey may require a customer to provide personal information in exchange for the information or services provided by the survey. We may use this information in an aggregate manner to better tailor the types of services, information, and advertising that are provided on our website.
The My Account app may send you push notifications from time-to-time in order to update you about any events or promotions that we may be running. If you do not wish to receive these types of communications, you may turn them off at the device level.
You may opt-out of location-based services at any time by editing the location services setting at the device level.
How Customers And Visitors Can Access And Update Personal Information:
You can verify your account and manage your personal information by logging into the "My Account" portal or by contacting Customer Service. To manage your personal account online, log into the "my Account" portal and select the "Update Your Profile" link. Delete or change your personal information from the form and select "Submit" at the bottom of the page.
If you do not remember or are unable to use your information to log onto the "My Account" portal, please contact a customer care agent by calling 1-800-867-7183. All requests for changes or deletion of account information require account verification by answering security questions or providing the Personal Identification Number (PIN) you set when you first activated your account.
In certain circumstances we may be required by law to retain your personal information, or may need to retain your personal information in order to continue providing a service.
California Privacy Rights
California consumers have certain rights as it relates to their personal information. These rights include the right to request access to their personal information, to request the deletion of personal information under certain circumstances, to opt-out of the sale of their personal information to third-parties under certain circumstances, and not to be penalized or discriminated if you exercise your rights to opt-out of sale of personal information.
Consumer Rights Request
California Consumer’s Rights to Access Your Personal Information . If you are a California consumer, you or your authorized agent can log into your account and request access to your personal information. If you do not have an account, you can submit a request to obtain, free of charge, an electronic, portable copy of your personal information. If you prefer, you can receive a copy through the mail; however due to security concerns, we recommend having this information delivered electronically. TracFone will provide your personal information covering the 12-months preceding the business’s receipt of the verifiable request. Instructions on how to submit this request can be found below under "How to Submit Your CCPA Request."
Verifiable Consumer Request . TracFone takes protecting your personal information very seriously so we will on provide your personal information only after you verify your identity through safe and secure means, which means using methods and information that is not publically available. Also, TracFone will honor two consumer rights requests per year as required by California law.
Time to Provide Your Personal Information . The collection of your personal information is neither automatic nor available immediately. TracFone will take every effort to provide this information to you within 45 days, but in no cases will it take longer than 90 days. If we more than 45 days, we will contact you to let you know that we need this additional time.
Consumers Deletion Request
If there is any personal information found on the report that you would like us to delete, TracFone will honor such requests. However, TracFone might not be able to delete all of your personal information, particularly information that is necessary to provide you on-going service, for security reasons, that we are contractually obligated to retain, or that is necessary to comply with legal obligations. If you submit a request and the statutory exceptions no longer apply, we will delete your personal information.
Consumers Sale Opt-Out Request
Opt-Out Request . California consumers have a right to "opt-out" of sharing or disclosing personal information for sale or other consideration. TracFone is not in the business of selling personal information, but the definition of "sale" is broadly defined. In order to ensure that your information is never sold, whether directly, indirectly, or within the broad definition or interpretation, we will record your request to opt-out of any sale of personal information. If you wish to exercise this right, please submit your request, and any time TracFone engages in any activity that may fall under the broad definition of "sale" under California law, we will exclude your information from such activities such as interest-based advertising.
Non-Discrimination . If you exercise your right to "opt-out" of sharing or disclosing personal information for sale or other consideration, TracFone will not treat you differently by denying good or services, charging a different price (including through discounts), or providing a different level of quality of goods or services.
How to Submit Your CCPA Request
Shine the Light
California Civil Code Section 1798.83 entitles California customers to request information concerning whether a business has disclosed Personal Information to any third parties for their direct marketing purposes. TracFone is not in the business of selling personal information, but such information may be shared or disclosed to provide customers certain additional services such as interest-based advertising, for products or services that may be beneficial for our customers, or that may help to reduce services costs to all our customers.
California Web Site Data Collection & "Do Not Track" Notices
Web Site Data Collection: TracFone does not knowingly allow other parties to collect personally identifiable information about your online activities over time and across third-party web sites when you use our websites and services.
"Do Not Track" Notice: The providers of "do not track" and similar signals do not yet operate according to common, industry-accepted standards. Therefore, TracFone currently does not respond to those signals. For more information on Do Not Track, please visit www.allaboutdnt.com.
California customers who wish to request further information about our compliance with these requirements or have questions or concerns about our privacy practices and policies will find the contact information at the end of this policy.
How to Contact Us:
Address: TracFone Wireless, Inc.
9700 NW 112th Avenue
Miami, FL 33178
If you have any unresolved privacy or data use concerns that we have not addressed to your satisfaction, please contact our U.S. based third party dispute resolution provider (free of charge) at https://feedback-form.truste.com/watchdog/request .