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TracFone Wireless
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2.4 737 Reviews

TracFone Wireless Complaints Summary

246 Resolved
467 Unresolved
Our verdict: Engaging with TracFone Wireless, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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TracFone Wireless reviews & complaints 737

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K
7:37 pm EDT

TracFone Wireless tracfone - stolen minutes and rude loss prevention dept staff

I bought a Tracfone from HSN (Home Shopping Network). It came with 1200 minutes, text, data which is good for one year. I gave it to my 13 year old teenage son who primarily uses only the text and data but hardly talk on the phone. (Anyone who has a teenager can confirm the truth behind this statement).

Since he hardly makes phone calls, he has a lot of minutes left, probably around 1, 000 minutes. But two weeks ago, the talk minutes just ALL disappeared.

I called Tracfone and they kept insisting that my son must have used the minutes because it is currently 0. I kept explaining to them that he definitely has not talked for 22.5 hours (or 1350 minutes) on the phone. Teenagers text and use data but hardly use the phone. But they kept insisting that he must have because it is 0.

I have talked to 4 customer service reps who said they do not have the power to give me back my minutes. They said they have to check with Loss Prevention Department but the latter denied my request to restore any minutes. I asked to talk to a supervisor but when they checked, supervisor was allegely busy. I asked to talk to the Loss Prevention Department directly and the Loss Prevention rep I talked to was extemely rude and just kept repeating that I need to talk to customer service again or else he will hang up. Finally, I called HSN where I originally bought the phone to let them know the frustrating experience I am having. The HSN rep noted the issue and supposedly, a HSN supervisor will read that tomorrow morning. They are my last hope at this point. I did buy the HSN protection plan and I am hoping that they can use that to give me my stolen minutes.

Last Christmas, I bought 4 more tracfone as gifts to my relatives. We have used Tracfone for about 3 years and only recently have we had these cases of stolen minutes (yes, this has happened to 2 other tracfones we own).

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11:27 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless false advertising, bad service

I went to the tracfone site to purchase a new phone so I would be sure to have one that worked in my area. I ordered the phone on Dec 31st, 2016 and they shipped it on Jan. 3, 2017. When I got it, I charged it and followed all the directions to activate it but it would not activate. After several calls, a 24 hour wait, more calls, taking it around town to find a location that would give me bars, more calls, I received the package to return it for a replacement phone on Jan 23rd. On February 17th I received the replacement phone and went through the same process but I refused to travel around town again so we agreed that I would return the phone for credit. They told me I needed a phone with a sim card and none of the phones on their site indicate whether they have a sim card or not. Once they got the phone back, they determined that since the actual purchase I made was over 30 days ago, they refused a refund. The only solution they had to offer was a cheaper phone, no refund of the difference in cost, no refund of the cost of sending back the second phone, no credit of time for the months I went without service, no ability to re- activate my old phone, and the same phone I bought is still for sale for my area on their website. Personally, I am totally fed up and frankly have lost all faith in the company but I hope someone else doesn't go through all I did, especially since I did all of this at the time so I would have a good phone during some trying times in my life when I really wanted and could have used a phon, " for moments that matter", as they post on their website.

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M
3:13 pm EDT

TracFone Wireless extremely poor customer service

Whenever I have to call Tracfone they do not seem to understand the issue. They repeat the problem put you on hold and then tell you they are waiting for the system to load etc... and the call usually last at least an hour or more.

This time I had to call because my phone broke and I bought a new one from them and I was able to activate it online and also transfer minutes and my phone number but they kicked the phone out of the monthly value plan and when I called them to fix this I was on the phone for ninety minutes and talked to four different people and the only thing that they were able to accomplish was to kick another one of the phones off the value plan- finally they transferred me to a supervisor and I was put on hold for 10 minutes and then I hung up. I chatted with them and could not get the problem fixed they said I had to cancel the plan and re-enroll all three phones at the same time- the problem with this was that the value plan was not offer on the website so I would have to call customer service to do this. I told the chat lady that if I ever have to call Tracfone again I won't call I will just cancel my account. I think they do this on purpose because they make their money off of airtime sales.

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K
8:41 pm EDT

TracFone Wireless I am complaining about the way your customer service is handled

I have had a problem starting in 3/14 with adding minutes to my phone. I have tried unsuccessfully 5 different times to purchase minutes for my phone. I was finally able to speak to one of your customer service associates on the evening of 3/16 using the phone in my hotel room, The problem that I am having even on tracfones websight is the credit card that tracfone has on record was declined, kroger who I use on a regular basis to purchase tracfone minutes was charging for the minutes but no minutes were ever put on the phone, I even used my debit card from my bank and was charged but never rec. any minutes added.This has been so irresponsible on tracfones part as they have not reached out to me once mostly aware that all these purchases are being declined. Then when I did speak to the customer service person, they clearly stated to me that the whole problem that I was having was entirely my fault and when I mentioned I will most likely be returning to Verizon for my cell services, I was encouraged by your employee to do so. So on behalf of your smartass employee I won't ever miss the chance to inform the public about your customer service

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4:50 pm EDT

TracFone Wireless substandard tech support - constant internet disconnection

I am thoroughly disgusted with this company's lack of professional and optimal tech support. Each and every other night, like clockwork, for the past month I have to call in to have them reconfigure my phone to accept internet. Words cannot describe how upset this makes me. Not only is it inconvenient, but had I known this company provides such poor service, I would have talked my husband out of getting this phone. When a call is placed to 'customer service' they always refer to my data minutes at zero! However, my husband purchased phone with ' a plan to include texting, voicemail, internet, etc. NONE OF THEM WORK CONSISTENTLY FOR MORE THAN ONE NIGHT AND I AM SICK OF IT.

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8:50 pm EST

TracFone Wireless tracfone

I am thoroughly disgusted with this phone and the help I have received with it. I ordered it through QVC and received it the end of Dec. or first of Jan. 2017, But I had to wait for my minutes to expire on my straight talk phone in Feb. I activated it Feb. 12, 2017. the text message has never worked on it. I have called at least 5 times to get help. once they tried to say it was my fault! Not likely since it never worked from day one. another time he assured me after 25 min. of going back and forth, if I turn it off for 10 minutes and back on it would work. NEGATIVE! Every time you have to deal with someone: WHY? #1 you can hardly understand them #2 if you ask for a supervisor they put you on hold for 30 min. so you 'll get even more mad and hang up! #3 why do they keep putting you on hold several times when they are supposedly helping you and never do? #4 when I ask for a supervisor, I am the customer and I don't expect her to argue with me and tell me she's trained and I don't need one. when a customer ask for a supervisor you give them one. If she was so good she would have fixed my problem. My g-mail has quit twice and is presently not working again since March 5, this is aggravating for a new phone. Finally the last woman I talked to said " It's our policy you cant have a new phone. " I told her after all of this trouble you will give me a new phone or my money back on 3/4/17. So she wrote a ticket for a new phone, said I would get it in 7-10 days. On 3/8/17 I got a box for the bad phone, why wasn't the new phone in it too? SO I called AGAIN. now they say I won't get it until the 18th. this is totally ridiculous! To put a customer through this is uncalled for. my phone came with 1350 min/text/data. I have used most of it on you trying to get a piece of junk replaced. You will have to call me because the text doesn't work and neither does my g-mail. I hope you give your employees a course in how to talk to their customers better and quit putting us on hold so many times when we need help. I live alone and it is important that I have a phone plus I'm not in good health. I hope to receive a new perfect phone with the 1350 mins/text/data like I ordered really soon.

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6:06 pm EST

TracFone Wireless lg premier lte

Phone stopped charging battery within warranty period. I followed all instructions in warranty book and all was a dead end. Tried calling but no live person. Message sent me a link. Was a dead end as the information would not compute. Did a live chat. Message was you need to contact tracephone. It is easier to contact the Kremlin. What I have hear here is a defective phone some crooked ### who make it impossible to reach the chicken ### thiefing ### and ### who leave no way to get in contact with them for warranty guarantee.

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9:45 pm EST

TracFone Wireless refund of return phone

On Jan. 6, 2017 I purchase a phone online speaking with the agent said there would be no problem, and there was so. Jan. 23, 2017 phone return by way of FedEx, they received phone on Jan. 25, 2017. Tracefone refuse to credit my account I've been calling and they keep putting me on hold and transferring me to different departments, they have held my money still.

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9:09 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless procuring general information from chat

Phones for sale @ TracFone are absurdly overpriced and I want to purchase a particular new phone which they do not sell but would gouge the consumer if they carried it by $100-200 more than current retail price. I attempted to ask simple question and refuse to spend 1-2 hours on the phone in call centers with unskilled tech. I tried Chat again bc I'm a fool. In advance I advised tech that I would provide the name and brand of phone, my zip code and state ONLY but will not provide personal nor account information unless the answer to my question was "Yes, we cover service for the phone in your area/zip code if you are our customer". As usual, Chat staff ignored my request and refused to answer the simple question.

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Update by Holly Allison VH
Feb 25, 2017 9:27 pm EST

there is no customer support at TracFone. They have made it impossible for the customer to contact them thru simple email or by using online forms r. In FaceBook forums they exposed my full name, address and telephone number which was purposely hidden for a domestic violence case and never provided to FaceBook when signed up, they exposed my name and address to the entire world, a complete breach of my personal and family's security. I have never had a good experience with TracFone customer service because there is none, particularly no help using chat which I've found to be useless. Chat staff is not trained to answer simple, basic tech questions nor do they provide any customer service support. It takes so long to get to the situation initiating the chat becasue they never read it so they dont' know what the issues are. Everything must be typed repeatedly for the techs before they are able to clearly understand the reason for the Chat. the end result is the same, the question is rarely answered. The Call Center is worse : a 2 hour ordeal showing a complete lack of respect for their customer's time and intelligence. In Chat, what is the purpose of asking personal security questions before they understand if the issue is relevant to TracFone when they are incapable of answering simple yes or no questions about products and services provided by their own company ?

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8:09 pm EST

TracFone Wireless tracfone service

Not sure why but it seems that tracfone has made some changes with their providers. And without any notice just shut off my phone service. Even tho I had 30+ days of service left. With a bunch of text, data, voice, and even international credit left on my account.
They seemingly did this because the phone number they had given me was no longer available to them. So not only did I lose all I had paid for but my phone number.. Which is a total pain to now have to go to every place that had that number for me.. And fix this.

After numerous chats online.. And no way to get through the automated phone system that requires a phone number on the account to be given.. Which mine was now out of the system.

I basically had to pay for more service... And live with the new phone number and being blown off by support with a never ending response of... Is there anything else I can assist you with.

After years of service with you.. I think you just robbed me out of around 50$ screwed me out of my number.. Never gave me any notice or consideration.

Displeased.

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5:21 pm EST

TracFone Wireless my phone and adding time/ minutes

I added a card and lost minutes, data & texts. The first person I chatted with solved nothing the second person I spoke with and she said my minutes and data and texts would be put on my phone she gave me a confirmation number [protected] My minutes and data and texts are still not on my phone. CAN ANYONE HELP ME GET MY MINUTES AND DATA AND TEXTS THAT WERE PAID FOR, THIS IS RIDICULOUS.

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Update by TomJessica
Feb 23, 2017 6:01 pm EST

Thank you for adding my phone MINUTES and DATA AND TEXTS after almost a 2 & half hours of waiting. We think its awful that a simple plan is not simple and you have to watch your minutes and data and texts cause they disappear off your phone. Just a thank you for getting our minutes and data and texts back on. Thank you- til the next time.

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K
2:23 pm EST

TracFone Wireless bonus minutes mailing

February 22, 2017 /[protected]

I received a mailing with bonus minutes if we purchased a one year card. Today, I purchased a one year card and tried to add the bonus minutes and was told that this coupon had expired. I am attaching a copy that clearly shows that this offer is still valid.

If you make an offer to your customers, you should stand by your offer . I believe I should receive these free bonus minutes.

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5:46 am EST

TracFone Wireless tracfone sim kit

I bought an iPhone from this site and after I received it I activated the sim kit but nothing was working. I contacted TracFone support service and they said that was not their fault and told that there was probably a problem with the phone. They said that it was manufacturers problem and said that I need to contact Apple. I contacted Apple and their rep did all he could to help, and we found out that there was nothing wrong with the phone and that it was TracFone responsibility. Contacted TracFone again and told them everything Apple told me, but they refused to admit that was their problem! Apple support said that TracFone has to authorize my sim, but for some reason that was not done! I'm extremely disappointed with this company!

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10:16 am EST
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless minutes

I thought I had lost my LG flip phone tracfone. I called them to deactivate, and bought a new one. Didn't like the new android, and after I activated it. Tracfone wouldn't roll over the 259 minutes I had on the phone I thought I had lost. The android was an Alcatel - piece of junk. Wouldn't hold a charge, way too complicated for me to operate(I'm old!). I returned that phone to Walmart. Then I called Tracfone again and told them that I had found the "lost" phone and wanted to reactivate it. They sent me a new sim card. Once again I had to buy more minutes. They would NOT put the 259 minutes on the found phone, and gave me all kinds of ridiculous excuses as to why I couldn't have my 259 minutes back, and finally told me that my phone was defective. So basically, they STOLE my minutes that I had paid for. Since I had already paid for those minutes, how hard would it have been to either put those minutes back on the phone or send me a card to replace those minutes. These thieves know nothing about customer service at all.

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9:53 am EST

TracFone Wireless tracfone customer service

I am a 64-year-old senior citizen living on a fixed income. I have no patience when it comes to TracFone and getting my minutes immediately added after I've spent my hard-earned money on a $29, 99 TracFone card. I am reconfiguring my money so that if/when my 360 minutes (I have triple minutes) are up, I have a cell phone from another company and won't ever be using TracFone ever again.

On Thursday February 9, 2017, I purchased a $29.99 (120 minutes) TracFone card from the local Giant grocery store in Prince Frederick, MD. When I got home and tried to add the time to my phone, it went into "System processing order" mode. It kept giving that message on Friday, all day Saturday, and again this morning (Sunday, February 12, 2017). At no time did a human being come on.

I have 12 minutes of time left and 360 minutes of missing time that I have already paid for.

A family member is in the hospital and is dying. I need to be in contact with family and friends.

TracFone has my money. I have 12 minutes of time left, 360 minutes (6 hours) of missing time, and a dying relative. I need my 360 minutes -- or a refund in full.

Thanks!

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10:06 pm EST

TracFone Wireless double minute problems

On 1/4/2017 I purchased a 120 minute calling card, I am on the double minute plan and did not receive my double minutes. I called and the person I talked to said I was just on the basic plan. I told him he better check again. After a few minutes he came back and verified I was indeed on the double minute plan. The minutes were added and he told me to call back to up date my account. I did this and was asked for my zip code. That person said I was updated and was good to go. Later that afternoon I went to make a phone call and my phone said no service. I called back again and was told that because I had a different zip code my phone number had been changed. First of all I find this is B.S., why would my phone number change just because my zip code changed. By the way I have been at this zip code for 2 years and had no problems adding minutes. The person I talked to this time said to turn the phone off and then back on and the new number would show up on my phone, no such luck. Now I call back and have trouble with the pre recorded menu because I have no phone number to give them. I am getting very P O. Finally get thru and am told the same thing about the zip code, I tell them just give me my old number back, they said they can't because it has already been given out, come on, in less than a couple of hours? I finally get my new number. How about compensating back about 15 minutes I used texting everyone the new number? This service sucks, and while I'm at it hire people that speak clear English, very annoying sorry I didn't understand you. You can contact me at [protected]@hotmail.com. or [protected]. Keith Vieau

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11:47 am EST
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless phone cards

Worst customer service ever.
Accidentally purchased the wrong type of card, I just want to switch to the right card of card. They will not do it, Multi billion dollar Corp and they refuse to transfer a measily 45 bucks to a cell fone?
I am ending my service with these people immediately.
Kevin and Steve ( presidents of tracfone) you should be ashamed or yourselves ripping people off 1 at a time while you make millions.

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Xierra
, PH
Jan 25, 2017 12:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

You might need to take your issue to the right people for an immediate response. Try sending an email to this email address email address is TF.CorpResolutionTeam@tracfone.com, or contact them via live chat @ http://bit.ly/2gQCmUz. These people can definitely help you.

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5:45 pm EST
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TracFone Wireless customer service phone replacement policy

I called TracFone today because the phone I have would not connect to the internet using the mobile data feature. I spent well over 2 hours on the phone with customer service and the went through their script of possible solutions. None worked. Was transferred to another department and went through the whole process over again with someone new, because when you get transferred to someone else, the previous representative does not forward what they have done with you. We went through the troubleshooting script again with a few additions which included a factory rest of my phone. This still did not work. Their final solution was to replace my phone. I thought this was great until they wanted my phone sent back prior to sending the replacement. They said it would take 5 to 7 days to get me the new phone after receiving mine. I told them this was unacceptable as this was a business phone and I could not be without the phone for over a week and half! I asked for a manager and was told this was company to policy and there were no exceptions. I’ve been a TracFone customer for over 15 years and our family has had at least 10 phones over that time. As a result of this policy and treatment, we will no longer be TracFone customers and will be seeking a new provider.

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9:29 pm EST
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TracFone Wireless cell phone service

tracfone sells simm kits that are suppose to work in your unlocked android cell phones and I purchases one at Walmart and it worked for awhile until they lost a tower here and now it is to far away for the att tower and then they want you to go purchase a T-Mobile kit after already paying for a att and paying twice on top of wasting 60 days on one of your prepaid cards and your phone not working and passing the cost on to you this is no way to do business I do not recommend you doing business with this company.

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2:49 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless customer service an lost of my minutes and not taking my security information seriously

I have a tracfone [protected] I done had for a while I actually bought a card for it the same day I lost phone I go buy another phone a alcateonetouch a206g I bought a 29.99 all from a walgreens by my house 90th center I lost the phone I set up my email information did security code etc ok I deactivated my phone an they where to hold my minutes til I went about another phone well out the blue moon my [protected] is calling my phone I jumped out my bed called tracfone an spoke with cindy who states she is a supervisor I asked her how the hell did my phone get re activated she said they had to know my I formation! There is no way a stranger could know my first pin 7812 let alone my dead dogs name impossible so I deactivated it again an changed my info I would like all my minutes reimburse or send me my money for my phone an my minute card since customer service feels friendly enough to re-activate my phone to anybody who calls in on it wasting my money that I spent that came out of my pocket so I would like reimbursement all my money ran back to me with the prices of my phone can't no one get that info im beyond dis appointed i'm mad as hell

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TracFone Wireless Customer Reviews Overview

TracFone Wireless is a prepaid mobile phone service provider offering a variety of wireless plans without long-term contracts. Their services include talk, text, and data with flexible options to suit individual needs. TracFone operates as a Mobile Virtual Network Operator (MVNO), utilizing the networks of major carriers to provide coverage. They also offer a selection of smartphones and basic cell phones, catering to a range of preferences and budgets. Customers can purchase airtime cards or enroll in auto-refill programs directly through TracFone's website or authorized retailers.

TracFone Wireless In-depth Review

Product Range and Availability:

TracFone Wireless offers a variety of mobile phone options, allowing customers to choose the device that best suits their needs. Additionally, they provide different plans and packages, giving users the flexibility to select the one that fits their usage requirements. TracFone Wireless boasts excellent coverage and network reliability, ensuring that customers can stay connected wherever they go.

Pricing and Value for Money:

TracFone Wireless offers competitive prices for both devices and plans. Their pricing is comparable to other wireless providers in the market. In addition to affordable rates, TracFone Wireless includes additional features and services in their plans, providing customers with great value for their money.

Customer Service and Support:

TracFone Wireless provides accessible and responsive customer support. Customers can easily contact their customer service team through various channels, such as phone, email, or live chat. TracFone Wireless is known for efficiently resolving issues and complaints, ensuring a satisfactory customer experience.

Network Coverage and Quality:

TracFone Wireless offers extensive coverage area and reliable signal strength. Users can expect consistent data speed and reliable network performance. When compared to other wireless providers, TracFone Wireless stands out for its excellent network coverage and quality.

Ease of Use and User Experience:

TracFone Wireless's website provides a user-friendly interface with easy navigation and functionality. The activation and setup process is straightforward, allowing customers to quickly get their devices up and running. TracFone Wireless offers a seamless user experience with convenient features.

Flexibility and Customization:

TracFone Wireless offers flexibility to its customers by allowing them to switch plans or add-ons as per their needs. They also provide options for international calling or roaming, catering to users who frequently travel. TracFone Wireless ensures that customers have control over their accounts and usage.

Contract and Terms:

TracFone Wireless offers flexible service agreements with varying lengths. They have transparent terms and conditions, ensuring customers are aware of any early termination fees or penalties. TracFone Wireless maintains transparency in billing and charges, providing a hassle-free experience.

Additional Features and Services:

TracFone Wireless offers additional features such as mobile hotspot availability, enabling users to share their data connection with other devices. They also provide international calling options, allowing customers to stay connected with their loved ones abroad. TracFone Wireless offers value-added services like device insurance or extended warranties, providing peace of mind to customers.

Overall Satisfaction and Recommendation:

TracFone Wireless receives positive overall ratings from users. Customers are likely to recommend TracFone Wireless to others due to its reliable service, competitive pricing, and excellent customer support. While TracFone Wireless has its strengths, it is important to note that some users may experience occasional weaknesses, such as limited device options or specific coverage issues in certain areas.

Competitor Comparison:

When compared to other wireless providers, TracFone Wireless stands out for its unique features and advantages. Their competitive pricing, extensive coverage, and flexible plans make them a strong choice. However, it is essential to consider factors such as specific coverage requirements or device preferences when choosing TracFone Wireless over its competitors.
How to file a complaint about TracFone Wireless?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with TracFone Wireless. Make it specific and clear, such as "Incorrect Billing by TracFone Wireless" or "TracFone Wireless Poor Customer Service."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with TracFone Wireless. Include key areas such as:

  • Customer service interactions: Describe the nature of any customer service issues, including unresponsiveness or rudeness.
  • Service problems: Mention any issues with phone service, such as dropped calls, poor signal, or data problems.
  • Billing disputes: Detail any incorrect charges, overbilling, or difficulties with payment processing.
  • Product issues: If your complaint involves a device, describe the problem, including any defects or malfunctions.
  • Contract and terms: Address any misleading information or disputes regarding the terms of service.
  • Resolution attempts: Explain the steps you have taken to resolve the issue with TracFone Wireless and the company's response, if applicable.
  • Personal impact: Share how the issue has affected you personally, such as financial loss or inconvenience.

Remember to provide specifics about any transactions, including dates, amounts, and any relevant communication with the company.

5. Attaching supporting documents: Attach any relevant documents or evidence to support your complaint. This could include screenshots, receipts, or correspondence. Be cautious not to include sensitive personal information that could compromise your privacy.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred due to the issue. In the 'Desired Outcome' field, clearly state the resolution you are seeking from TracFone Wireless, such as a refund, exchange, or apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that your description is coherent and that all the facts presented are correct to the best of your knowledge.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to officially file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, monitor your ComplaintsBoard.com account for any responses or updates. Engage with any replies from TracFone Wireless or other users to further your case.

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