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Hi my name is pavel polehna,
I am calling regarding mine and my wife phone using tracfone service. We are using your services for few years without need for customer service (adding min online) and did not have any problems. When we needed help from customer service problems started and actually accumulated more. Unfortunately I can not avoid your customer service and I would like to share my experience with it.
My phone number is [protected]. June 14, 2017 my cell phone was deactivated (nobody was able to explain to me why). I was unable to access my account online as well - was getting error message and recommendation to contact customer service. I called your customer service and after several calls my phone was activated - but no min/text/data - everything was gone. I called back and complain about it and asked to put my min/text/data back to my account. Nobody was able to figure out how much I had there before. Several week before I switched to the new phone I had a printout of my account info, (I learned from past when I lost it while switching to a new phone) additionly after that I bought annual plan 1200min/1200msg/1200mb. I provided this info to your representative with info from my iphone 6 plus - how much min and data I used since I started to use the phone. Even with all of this info I got back less than the annual plan I paid for. I got stolen around 2200 min/1000msg/1gb. I complained online and received this e-mail from your escalation service. I called the phone number provided in this e-mail on 7/19 and after explaining my problem was told that my min/msg and data will be restored in 24 hrs. I got a promise that I will receive e-mail update. Nothing happened. I called back 2 days later and discussed my case again. At that time I was told that I will not be getting anything back - no explanation while. When I asked to speak with manager I was told the he can not switch me to manager to discuss this problem.
Similar problem happened when I tried to switch my phone number to new phone 4 months ago with the help of your customer service. At that time I got back limited amount. Now it happened again without any explanation and no help provided. I do not believe that I asked something impossible. I spent hours talking with your customer service.
Can you provide an explanation for this type of service. I never experienced so bad customer service and would like to hear your explanation. Maybe their is some reason behind this type of service.
Second problem: my wife phone number is : [protected]
I switched her phone number to the new phone 7/10/2017 online - was told it will take 24 hrs to process this change. Nothing happened and I called your customer service 7/13 - after several calls and tests I was told that they will ship a new sim card and I should receive it by 7/17. I did not received it. I called back 7/17/17 and asked what happened - well nobody was able to figure our where is the sim card, no tracking number. I was reassured that I should receive it by 7/19 - received interaction # [protected] and ticket number: [protected]. Again I was promised that I will receive info via e-mail, what's going on. I did not receive any update or sim card. I called back 7/19 - the same story - no tracking number, nobody know where it is but I should receive it in few days. Called again 7/21 - was told it was shipped day before - no trucking number - got additional ticket number : [protected] and promise I will receive it on 7/24. Well so far I did not received it - we paid 7/13/2017 for annual service over $200. So far my wife is unable to use the phone and trying to contact your customer service is pretty useless. Again this is other typical example of your service and I would like to know your explanation for this type of treatment.
Sincerely pavel polehna
Tracfone has twice inactivated my account, telling me I have applied for a government program. The first time it happened, on 9/27/23 I called Tracfone customer service in the evening hours central standard time, and had to call back 4 times as the customer service reps, trying to figure out what was wrong, were unable and said they would need to transfer me to a higher level customer service and then would cut me off, I'd have to call back. The 4th time I called finally someone understood and restored my service. I have a prepaid account. I've had Tracfone for years using the prepaid service.
The 2nd time this same thing happened was 10/4/23. I called Tracfone customer service in the evening hours central standard time, to go through the same thing I did the first time. Customer service reps could not seem to figure out the problem and would inevitably cut me off, I'd have to call back. I did this 4 times, and upon the 4th try, gave up, ready to find a different wireless company to serve my prepaid wireless needs.
I thought I'd call back today, 10/5/23 during the daytime hours central standard time. This time the customer service rep heard my problem and knew right away how to fix it. He said someone is apparently is trying to steal my identity and applying for the safe link program, which inactivates my account. I have never applied for this program.
If this keeps happening, I will find a different service.
Tracfone needs to safeguard my account somehow. They need to prove the identity of the person trying to apply for a program I have never had. Don't inactivate my account until speaking with me! They can see by the history of my account I have never had this program. They need to talk to me, consult me, or something, to determine if it is really me trying to do this.
Tracfone needs to train their customer service people better. The customer service in particular in the evening hours in my time zone (CST) is not good at all in my experience. I'm English speaking. Half the time I cannot understand them. They argued with me that all they could see was that I had applied for a government service, which I said I had not, and then would tell me I had to buy a service plan in order to activate my account. They NEVER understood the problem, they could not seem to see that I have a prepaid account and a long history of usage! I've been with Tracfone for over 20 years! They could not restore my phone service! And they would lose the call over and over so that I would have to call back and start completely over explaining the whole situation to go through the very same thing again and again with a different rep who would not get it and lose my call...
Tracfone needs stop the scripted calls, and let me tell the agent the problem and instead of hearing thank you for your service and for allowing me to help you, yada yada, this whole terrible script throughout the whole call, and allow the customer service agent to trouble shoot with me, have a normal conversation. Give them access to aspects of my account that will actually help them see and fix the problems. Most reps I spoke with could not even see my account history to be able to determine that I was right! I never did sign up for a government plan, I really did have minutes, text, and data I paid for, and that the problem was on TracFone's end not mine! They kept telling me that if I did not sign up for a government program, I must have used up all my service and needed to buy a new plan.
Just going over this whole mess again makes me want to find a new service company! So if Tracfone can't offer better customer service when things go wrong, and can't do a better job of safeguarding my account against identity theft, then I will find another service company.
TOTALLY UNRESPONSIVE SERVICE ;THE WORSE.
CHANGE COMPANY IT IS NOT WORTH THE AGGRAVATION ;THEY JUST IGNORE YOU AND ARE THE MOST INCAPABLE PEOPLE WHO ANSWER YOUR CALL IF SOMEONE ANSWER BECAUSE YOU HAVE TO SPEND HOURS LISTENING TO PROMPTS OR ADVERTISEMENTS OR ON HOLD;IT IS NOT A COMPANY BUT A SAD JOKE
I left a message here a couple of days ago to do with my wife's Tracfone data. The problem is that she rarely uses data, (internet) and some time in December 2020 her accumulated data was zeroed out. I had to purchase new data the other day to get the messaging working again.
We have always used Tracfone. The account shows that we have been with them since prior to 2013. The data has been accumulating since then, rarely being used. We're talking many gigs of data. It vanished. (I had to go purchase NEW data time.) My wife rarely does the internet with her phone. Fact. She uses her phone...as a phone. She uses her computer to surf. Still many minutes of accumulated talk time and text time. We purchase the yearly plan each year.
Not accusing TF of doing anything nefarious...only not correcting the problem. Lousy customer service ethic, in other words.
A couple of days after I posted on Complaints Board Alex reached out to me in mail...
Mon, 01 Feb 2021 17:51:54 -0500 Hi El Norm. This is Alex from TracFone Wireless. We are concerned to hear that you feel this way. We know the importance of getting this resolved, and we will be glad to look into the issue. To further check your account, chat with us at http://bit.ly/2qdrKHH or call [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.
Well, I reached out to Tracfone, per Alex, and I was told, yep, we had used up all the data and that was that. Thanks and goodbye. Same story as I had read on here by many others. Tracfone had no intention of rectifying the problem. The clueless support op's only suggestion was that we had used up the data and there was nothing further TF cared to do about it.
BTW...the android phone is set to do housekeeping chores ONLY when near a WiFi...in case you were wondering if that was the problem.
So, in effect, years of rollover unused data was stolen. Again, no way I believe it was nefarious...but in the end we paid for service not rendered. That's theft. Intentional or otherwise. I had hoped that by going to customer service some accommodation could be reached. There was none.
Just wanted to add that I really had no intention of going to Tracfone customer service after reading all the other horror stories...but after having been lured there by Alex in his email reachout from Tracfone... and having been told to get lost for my trouble...I have even less love for that company. I'll still use them because it's still the cheapest thing around...and until now I have had no trouble with them...but I will never trust them again. Yuh know...while I was on hold 3 times while the support guy spoke with his higher ups the happy crappy canned voice on there kept saying over and over in my ear that you could keep your rollover minutes FOREVER. Jeez. Sigh.
We use Tracfone. I sent a text to my wife and she never got it. A few days later I did the same thing sitting beside her in the car. Dittos on that. Tried to open an internet page...no service. I was baffled so I started looking for fixes. Tried everything. Finally called my Motorola and the tech told me to go check her data minutes. I assured the support person that she had tons of gigs but dutifully I checked anyway. ZERO G! Phone just floating in space untethered to the net.
Normally I would have checked her balance first but I KNEW she had tons. She rarely ever uses data and we've been on Tracphony for years and years. Minutes and gigs by the locomotive mega trainload stockpiled. I KNEW it.
That's when I went looking and wound up here among other sites confirming that Tracfony steals your minutes and data.
After reading that going to customer service is useless...particularly since data usage is only tracked for a month...and the theft occurred more than a month ago I see we're stuck. But here's the rub...
We pay a bit better than $250 a year for all we ever need in the way of juice with Tracfony. Elsewhere we'd pay double or even triple for service. So...we're stuck. Same as you. It's not worth it to me to spit in Tracphony's eyes to pay the king's wages to some other company. So we'll keep rancid Tracbaloney and hope for the best.