TracFone Wireless
reviews and complaints

Address Residential

20 Rensselaer Street

Apt 7A

Albany, NY [protected]

John Clark

Facebook

Recieved Mobile 10/17/2022

Activated 10/29/2022

Payment Plan Debit Card NetSpend Pay Pal Card MC

(P) [protected]

Ending 0957 and / or Card ending 1821.

(M) [protected]

I need to return Replacement Recieved 10/17/2022.

Mobile Device.

Mobile Number 611 or Customer Service SMS Message 611611.

Customer Service Representative,

Added Minutes Airtime and Data.Debits to NetSpend Pay Pal Card MC ending 1821 and / or 0957.(P) [protected]

Upgraded Network,New Mobile Phone 3G.Not Compatible with 4G or 5G.

Address TracFone Wireless,Inc

9700 NW. 112 the Avenue

Miami, FL 33178

This saga with tracfone has been going on for months unsuccessfully and wasted many hours of mine. My wife and I had tracfones. Mine stopped working prematurely and tracfone offered to replace it with a newer samsung, which was appreciated. I was trying to activate it with multiple difficulties and repeated help calls. Then my wife received a message from tracfone that her cell phone would no longer work with updated communication systems and they were willing to exchange it for another samsung. I finally was able to get my replacement samsung smartphone activated and working but somehow tracfone switched it to my wife's phone number. I figured I would try to activate her replacement samsung with my phone number and existing plan and kept running into repeated problems, requiring much time, multiple calls and empty promises including my phone number, the phone working, and my pre-existing plan plus some bonus for all the trouble. Great... No, I still don;t a working cell phone with my number that connects me to many important things in my life and is very difficult to replace. Finally, someone at tracfone discovered that the replacement phone that they sent my wife (now my phone) does not conform to their new upgraded communication systems. They said that they would resolve and they did not. Still no phone and without my number, no access to important accounts requiring texting for security.

I have been communicating with children often, so I upped my tracfone account to 7/24. When I last downloaded my account, about two weeks ago, it showed over 2,000 talk time, over 2,000 messages and 4 GB data.

This morning, 11/17/22, I was unable to send a text. So I went to "Tracfone, My Account", and it said "No service, call [protected]". The first time, Rickie, said he needed to transfer me. The transfer was made but I could not understand his speech very well. I was asked to answer a set of security questions. I have been with Tracfone for probably 10 years and do not remember setting up security questions, but the first one asked was: "What is the last four digits of your credit card that you use?" When I gave it to him, he said that it didn't match. Then he asked for the last four digits of number I most text to. That did not match. The list went on. I was "transferred" again but when I typed in #3 to hold, my line went dead.

I called again and talked to Kim. He said he had listed that I had used a bad credit card number and therefore my line had been disconnected. Why would I need to add minutes to my line when I already had so many minutes available? He said he would have to transfer me, and again I was disconnected as I typed my phone number for a call back.

They obviously disconnected the wrong phone line. What can I do?

I have spent the last 3 days trying to activate a Trac phone for a friend. Three days ago I began calling to transfer service to a new phone and get this phone functioning. The owner, an elderly lady, had not been able to complete this. After multiple calls and repeating the same actions with a supervisor, I was told that the phone needed more time to complete the activation. She promised to call the next morning to confirm that the phone was working. Multiple calls were made again and first I was disconnected during a transfer to a supervisor then spent multiple gouts in the phone. I was told that this person would call in 2 hours to confirm the phone was working. They asked that I turn the phone off and on multiple times during the two hours. I am now 4 hours past the time for the call and no one has called. I believe they are trying to avoid telling me the phone doesn’t work!

Had a plan. It expired, Nov 6, but on auto pay. For some reason, unknown, Tracfone dropped me, inactivated use. Online, on Nov 8, signed up for new plan and paid; card accepted, posted to my account, and online affirmed all OK. two days later no service and phone inactivated. Cannot chat online--no answer. The Nov 8 activation order ID no. is [protected]

[protected]

I purchased two monthly subscriptions 04.01.22 for unlimited talk and text for thirty days with 8GBs of data. The 8GBs of data was to row over. What I didn't know, and they told me this on 11.12.22, that when I downloaded the second subscription it deleted the first one, so I thought that I was missing the 16GBs after the thirty days because I hadn't used the phones data and it is gone. So, I discovered the data missing when I was going to activate a new phone 11.01.22, I called Tracfone customer service, and they told me that the apps running in the background had used up the 16GBs of data. I couldn't get it through her head that the data on my phone was turned off and I only used this phone for a backup. She kept reading what was on the screen in front of her and that was that. On 11.12.22 I contacted customer service again and after an hour of one moment pleases, they discovered what I stated earlier, and said I was entitled toto the 8GBs and to rest assured that they would take care of it. So, he transferred me to another agent, which I thought he had communicated with, to add the *GBs back on my account. He had no idea who I was and started all over again. And then he must have pushed the wrong button on his phone and hung up on me. My phone rang once, and I went to answer it, and no one was there. So, I called that number back and had to deal with the automated system again. I finally got another agent, and she figured out the problem with in another 30 minutes. She said that the 8GBs would show up in my account in about 15 minutes. It's been roughly 10 hours and it's still not there. I have been using Tracfone's for over eight years and have never been this discussed.

I am complaining about a phone that had been lost. I want to deactivate cancel my descrptiion and they would not allow, because I dont remember one of the numbers I call last. The point is I did not make an account. I have 2 phones. How can I cancel my suscription without an account. If I receive any information on this phone that I owe money I will sue your company and made the call round 3pm 4pm 5-6pm and rep hand on me. Please give me some feedback concerning this situation. My name is Evelyn. I brought this fron HSN with a debit card. also seen online that I can get a nother phone since I still have my Warranty. If the phone is lost How can I retreive my last numbers I call if I dont have the phone?

Thank you,

Evelyn

cannot resolve issues & questions about my cell service...customer service is hard to understand & failed to take any action...customer of Tracfone since 5/2010. I autopay quarterly and should be rewarded with extra minutes.

My cell #is: 208/585/1963

requesting minutes on older LG phone to transfer to newer phone...LG 322LTE(I purchased from Tracfone), & why I do not get any extra minutes or data when I autopay.

On 11-6-22 and 11-7-22 I tried to do internet phone refill. Couldn't. The website is incredibly bad. Said I wasn't eligible for 29.99 plan. The pages didn't have all the info on them, had to go down, VERY often lost me then and didn't have all info seen. Has a deceptive paypal button but I have a VISA... VISA isn't paypal, and button doesn't work. Repeatedly can't get refill which can cost phone calls, internet harassment time. This is deceptive and deceptive advertising and harassment of me, and is likely forcing me to lose my phone time and such. This website is just incredibly bad.

I have been trying for months to activate our replacement tracfones. while I was trying multiple times, my service plan expired. Tracfone somehow sent my wife a replacement phone that did not conform with their new system. They sent me a decent Samsung but when I finally got it activated (after months), they transferred my wife's phone number to the new phone. I tried to activate the other phone with my phone number and they after dozens of hours online and on phones, they informed me that that replacement phone was not capable of addressing their new system.

So, my wife ended up with my new replacement phone and she is quite happy. I apparently still have a cell phone number and was promised quite a few minutes and plan activity and instead have a bum Samsung phone. I am really sick of their lack of customer service and their ineptitude.

I am writing this to you because I've spent HOURS on the phone with agents and all they kept telling me is that I have to buy another year plan with minutes to get my account reactivated. I have two receipts to PROVE that I purchased a, "1 YEAR EXTENSION" for my phone on 4/1/22 and my end date was, 6/16/23 until about 3 weeks ago. My phone wasn't working and I called Tracfone and they said I needed a new SIMM card and they sent it to me. The agent and I set up the SIMM card and the phone worked just fine and I used it a few times. Today I tried to use it and it not only would not work, when I typed, "611611" and then balance, it said that I needed to buy more minutes. I had unlimited minutes and voice BEFORE I had to install the new SIMM card and now I still (after talking to about 10 agents) do not have service. I am including for you 2 photos showing that I have paid for a, "1 YEAR EXTENSION" and I called PayPay who verified the purchase.

called customer service because I wanted my phone deactivated because I couldn't find it. told the rep just deactivate . he shut my phone down completely said it was stolen. I never told him that, so now it takes 3 days for them to take it off stolen list. so I don't have a phone.and you know what I went to verizon and got a phone. I am sick of tracfone service. have had 5 tracfones nothing but problems. sim cards or touch screens or something isn't right. I have 5 more months with lots of money on my phone that can't use and I don't really care. They can forget about me. should have done this a long time ago. people use tracfone

because the price is cheap. get a phone for 40 bucks or less and add 20 dollars a month. forget it. it isn't worth the trouble.

I had a Tracfone that stopped working while still under warranty. I was sent a label so I could return it for a new phone. That was three weeks ago.

I have made 9 phone calls to their support number asking where mu phone was. I have not been able to understand 90% of what any of the support people have said to me.

I asked for a corporate office number and was told that I would be connected. Another broken English person said, “Hello, this is corporate. I was then told I would have to be connected to their”warehouse”. I was transferred to the Warehouse and was told my phone has been shipped. I asked for the tracking number and was given the tracking number I had when I sent the phone back to them! I hung up and called again and of course got another person I couldn’t understand. Loooong story, short, no one knows where my phone is. It has a “ticket #” but that’s all anyone knows. I’m fed up!

TracFone # [protected]

My husband has used TracFone for many years. We renew the plan yearly. He only uses his phone for emergencies or on occasional call when on the road.We were sent a new phone this July and we renewed our yearly plan for $108.84. I have spent hours trying to get the phone account registered and activated. The phone does not work. Took a break from their very poor customer service dept. and called again today to see why the phone does not work. I was told he used all his minutes. We pay by the year which gives use minutes. We couldn't use the phone because it did not work. Never before has this "minute" thing been an issue. I asked for a better understanding, but no one was able to explain the above. Tired of their poor customer service, I requested a cancellation of service and reimbursement which they could not give me with an understandable explanation. I asked for an email or letter explaining their different plans and why I could not be reimbursed. They said they cannot do this.., so I am without $108.84 and without phone service. ? How can this be legal? I spent over $100.00 for nothing, why can't I be reimbursed.

purchased a 1 year plan for 99.99 in August and now in October they tell me I have used up all my minutes when I only made 2 very short calls just to make sure it worked.. So I purchased more minutes and it still does not work. They now tell me that my sim card # ([protected]) is not in their system. The sim came installed in the phone. Customer service is horrible, very hard understanding their English.

On 10/22/22 I attempted to cancel my autopay, but there was no way to do so on the Tracfone website. The only way I was able to cancel autopay was to call Tracfone, (which I confirmed with rep on phone) which required me to use up my minutes. I am complaining because I don't feel it is legal for Tracfone to force some of their customers to use up their minutes in order to cancel their autopay. After checking the Tracfone forum, I saw that several other customers had the same question/complaint. I asked that my minutes be refunded for the time it took to make the request but was denied.

I resubscribed 9/22/22 for another year of service. A few weeks later I received notification that I would be required to apply for the new free Verizon phone due to the acquisition. I filled out all the info online with the chat rep guiding me through it all and at the end the last box before submitting the order said it required security numbers they texted me. Nope didn't received them. So the rep had customer service contact me. That person told me they would email the codes to me. Nope, again never received them. He asked me for my mother's maiden name, I spelled it to him...he said that wasn't showing up on his records. So I gave him my husband's mother's maiden name thinking possibly my husband originally ordered the phone...nope they didn't have his mother's maiden name either. I then gave him my email address, asking him to confirm if that is where he emailed the codes...he said for security reasons he couldn't tell me that. So I asked him if he could tell me the email he sent it to, as it was possibly incorrect...nope he couldn't give me that info either. He was completely unhelpful. I'm furious I am out $102 for a years worth of service, and no free phone as well. I am planning to join a class action lawsuit against Tracfone that I found online, as I believe it is a big scam! :( Two hours on the phone and such nonsense!

I have been a Tracfone customer for over 11 years; my recent experience with them has been a nightmare! My Motorola phone, purchased from Tracfone, was less than a year old when it stopped functioning (9/1). It took 4 phone calls on 9/3 to determine that I was eligible for a replacement phone. The label to return it was to come by e-mail within hours; I never received that e-mail (subsequent e-mails which were supposedly sent never arrived either). After more phone calls, the shipping label arrived on Thursday, 9/15; I shipped it that afternoon. The broken phone was received on Monday, 9/19 at 9am at the Tennessee facility. The new phone was to arrive within 3-5 business days. Additional phone calls were made on Thursday, 9/22 to check on the order status; I was told the replacement phone was to arrive by the next day (Friday, 9/23). When it did not, I was then told that the old phone hadn't been received and the time for replacement had expired. During the 9/23 calls, I was disconnected 9 times, especially when being transferred to someone who could help. I had to use the chat option to finally get to speak with technical support. My phone finally arrived on 10/7 after spending more than 9 hours during at least 21 calls. The charger sent doesn't fit the phone, it loses power very quickly, and only has a 90 day warranty. I am not allowed to use my old SIM card, so I have lost data and pictures from my old defective phone. I am sharing my experience with your company so that others can be spared - no one should have to be subjected to such ill treatment!

Sent phone back to tracfone for repair (they still have it three weeks now), so I order another tracfone phone from Walmart. My old (need repair tracfone had over 1700 unused mins. Tracfone wouldn't give back the stored 1700 mins. I was told that they could only active the new tracfone phone and add mins from a tracfone card, this was not told to me by one of the so call service rep manager (call back people) I talk to serveral different people, none of them can understand you and nor could I understand them. Loss my 1700 mins, didn't get my other phone back. The service rep said the only thing they could do for me was give me a new account and active the new tracfone. I can't access to new account. They will not allow me to speak to a manager, am guessing that everyone there is a manager.. Customer service is very, very bad. Very terrible and some more terrible, very stressful to deal with. I filed a complaint with BBB (Beter Business ). Someone call from tracfone from the complaint I guess, Their dialect was sooo strong, I couldn't understand anything much of what they said.

I have been on the phone with multiple representatives this morning to obtain the free phone that has been repeatedly offered when I use my existing tracphone. Today is 10/12/22 and my first call was at 11:12am and my next call was at 11:18am. I've just gotten off the phone of the second call with Prya, a manager who would not send me to a supervisor. I've been on the phone for over an hour and the issue is not resolved. Prya claims that the numbers that I recently call would not be authenticated by the system. All numbers are working numbers. She and the first agent said they sent multiple texts to my trac phone which we did not receive. My daughter texted me and it came through in seconds. When I pointed this out to Prya she said the "system" was the problem. Ultimately, she admitted that I could not receive a free phone because the trac phone system because of the system, not with issues of my trac phone. I am very disappointed. I have had the trac phone for almost 10 years and have used it in emergency situations. I will be sharing this email publicly, with a letter to the editor of our local newspaper, so that other elderly residents in my area know that if they have an older trac phone the promise of a free phone is false.