GoSmart Mobile
reviews and complaints

I recently had a terrible experience with this company, and I want to hold them accountable for their actions. It's worth mentioning that they have opened up a second ComplaintsBoard.com page, which raises some concerns. This company heavily relies on deceptive advertising and their customer service representatives are ill-informed, providing false information without any sense of accountability. Even their management and escalation teams seem clueless about how their services work, giving unreliable information.

My specific issue arose when I purchased a phone from them and was forced to buy a smartphone plan along with it. Before making the purchase, I called to verify if the data included in the unlimited plan would be added to my existing data. The representative assured me that it would, so I went ahead and bought a 3-gig plan from them instead of going elsewhere. However, as soon as I activated the plan on my phone, I became suspicious that something was not right. My phone only showed the 3 gigs of data and did not display the data that was already on my phone.

I called customer service again, hoping for clarification. Once again, I was assured that any remaining data after the one-month plan would be added to my existing data. I decided to wait for a month to see if this was true. Unfortunately, when the month was over, the data disappeared. Frustrated, I called customer service for the third time. They repeated the same assurance, telling me to add my normal pay-as-you-go plan and it would extend all the data. Despite my doubts, I followed their instructions, but my 3-gig plan still did not extend.

At this point, I escalated the issue to the management team, hoping for a resolution. Once again, I was told not to worry and that the data would extend indefinitely as long as I maintained the service. They informed me that I just needed to wait 24 hours for the system to update my data. Trusting their words, I patiently waited for the 24-hour period to pass. However, even after that time, my 3-gig data was still set to expire soon.

Frustrated and desperate for a solution, I called customer service three more times, spending over 4 hours on the phone. Every time they attempted to transfer me to the billing or headquarters department to resolve the issue or provide a refund, my call mysteriously got disconnected. To make matters worse, before each transfer, I specifically requested to open a case so that I wouldn't have to repeat the entire account history again and again. On two occasions, I was given a ticket number, only to find out later that there was no such ticket number when I called back.

This company's customer service is absolutely dreadful. They provide incorrect information, waste your time, and repeatedly drop your calls. After spending over 5 hours trying to resolve my issue, I couldn't even obtain a case number that accurately reflected my concerns. Working with this company has been an unaccountable nightmare, as they deceive and lie to take your money. I strongly advise potential buyers to beware and not believe a word they say.

So, my husband's phone dropped down from a high place and the sim card stopped working. We got a new sim card and called the Go Smart to transfer the phone number( we have to keep the phone number!) to the new sim card and nobody can help us with that!

Nobody, for the last 4 days, we spend 3-4 hours a day talking to 5-8 agents every time, getting transferred between them because nobody can help us with such a simple task! Many of them just hang up on me when they can't fix it!

We must keep the phone number! Just waiting to transfer it to the new sim card, get the account number and a pin and be done with this crazy irresponsible company full of untrained people!

I recently filed a complaint with Tracfone (case number KMM15355810V75120L0KM) regarding a purchase that was charged back by Mastercard. Despite numerous attempts to contact Tracfone through emails and phone calls, I have only received scripted responses that completely disregard the fact that a purchase was made on my account and subsequently charged back. As a result, Tracfone deactivated my phone and failed to acknowledge the remaining prepaid service until 3/22/'23, which includes ***. I have repeatedly provided all the necessary details, but Tracfone continues to deny my request for appropriate reactivation of the line. Their only response is to ask for more money, claiming that they have no other option. In their most recent email with the subject line "Re: {External} Error on Tracfone account *** (KMM15355810V75120L0KM)," even they acknowledged that there was an error, indicating that there must be a solution available.