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TracFone Wireless
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TracFone Wireless
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450 complaints
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12:59 pm
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - call details request

On July 05, 2017 Tracfone transferred 1089 minutes to another Tracfone that was not mine. Eventually I elevated this error and TracFone added the minutes back to my Tracfone.
On January 26, 2018 my phone told me that I did not have any more minutes left on my phone.
On January 26, 2018 I started the process to get a Call Detail Record for my Tracfone from July 2017 to Jan 26, 2108 to see how my minutes got used up.
After 2 days of texting and phone calls to Tracfone they informed me that they could only go back for 90 days from the date of my request for Call Detail Records. In order to request more than 90 days of call records I would have to get a subpeona.
This is for my records on my Tracfone so I can see if some of my minutes got "transferred" to somewhere else.

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12:55 pm
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TracFone Wireless - wrong name displayed when making calls to all cell phones/landlines

Between 1-23-18 and 1-24-18 I have been on two chats and spoke to one associate to try to resolve my problem that whenever I make a call to any cellphone or landline another persons name appears. This all started when Tracfone turned off my service (973 668-3458) in error in the beginning of January. On Jan. 7, 2018 my phone was turned back on and ever since that date another person's name appears, not mine. I was told this could not be corrected since the numbers are recycled and the last person's name who had the 973 668-3458 will always show up. The last associate, Ryan, that I spoke to today suggested I call everyone I speak to when using this cell number and have them add my name/number manually to their contact list. I find that request unreasonable and feel Tracfone must have someone in their technical support group that can resolve this. I pay the bill with my name and feel my name should be what others see when I call them.

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12:08 pm
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TracFone Wireless - service on the iphone se

I ordered a iPhone SE as a Christmas gift. I was getting poor service and after 30 days was told my server was Verizon, not AT&T. There is no Verizon service near us and I requested a transfer of service. They denied our complaint and told me there was nothing they could do. I could buy a new phone-and just be out the money. Ridiculous! The worst customer...

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1:14 pm
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TracFone Wireless - won't process a debit payment for airtime on my prepaid triple minute phone.

I have spent 4 hours today 1-17-18 attempting to purchase airtime for my Tracfone. They keep insisting that the my debit card is declining, but my bank, Bank of America said there have been no attempts made to process any charge. I personally believe it has something to do with not wanting to sell the triple your minutes air cards, since the new thing is a...

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M
11:25 am
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - samsung galaxy j7

I purchased a brand new Samsung Galaxy from QVC in June 2017. I have been having nothing but problems with the above phone I had spent hours chatting, and over the phone complaints I am now on my 4th phone every phone you receive from TracFone is a refurbished phone you never received a new phone. I am contacting the CEO of TracFone and the CEO of QVC advising them to think twice before selling their products on QVC period on Friday January 13th I contacted the corporate office out of frustration and spoke to one of the representative Ms. lovey she proceeded to go over the phone with me but unfortunately the third phone is now damaged so, so now I am on my 4th TracFone. I have never dealt with the company with such incompetency as I have with TracFone I will never purchase another TracFone nor will I ever recommend anyone to purchase one!

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4:31 pm
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - tracfone customer service

Tracfone customer service is the worst, they try there best to delay and keep you waiting and delaying to keep you in the dark. They are very good at switching off and closing out accounts so you have to create accounts over and over hoping you give up. 1/3/2018 called ask why my dashboard was blank (1) told to reinstall app did that! No help! Called back told to change my password (2) did that no help (3) called back got put on hold for every then some guy gets on and acts like he can't hear me. Hang up call back told to refresh my app reinstalled the app still could not get in. Gave up will tell every single person not to ever do business with tranfone! By the way I have over 1200 mail boxes on my route and everyone I see will hear me!

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1:44 pm
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - tracfone took away over 1400 minutes of talk, text and some data and refused to reinstate it.

On december 7, 2017 I activated a new tracfone. My old phone still had over 1400 minutes of talk and text as well as 0.25 gigs of data left on it and did not expire until january 22, 2018. With my new tracfone I got 1200 minutes of talk and text along with 1.2 gigs of data. Once the new tracfone was activated all the remaining balances were added to my new phone which gave me over 2600 minutes of talk, text and about 1.45 gigs of data. All was good! Then I get this e-mail from tracfone saying my phone had been disconnected. So, I go to my online account to check things out and before you know it, I had balances of zero for talk, text and data. I called tracfone the find out what is going on and after 3 hours on the phone and about 6 different people including a so-called manager, they would only give me back 1195 minutes of talk, 2608 text and 1.37 gigs of data. Some how they had lost track of everything that was transferred from my other phone and said my other phone had nothing left on it. I told them that I had a screen shot from my phone that showed my talk, text and data before it was all lost with the time, date stamp and my phone number on the my account tracfone app., but that did not matter they refused to give me back the time that was lost. This a total scam on the part of tracfone! How can they get away with stealing time off your phone that you have paid for? The so-called manager I last talked to virtually said this is what you are getting back, take it or leave it. He said there was nothing else tracfone would do to resolve the issue. This phone fraud on the part of tracfone and some need to take them to court.

I have attached a screen shot from my tracfone before the issue and another screen shot of what tracfone wanted to give me as a solution.

The last ticket number that tracfone gave me was 1177182341

My contact information:
Richard beaumont
261 w mora drive
Green valley, arizona
520-207-7450 (Land line)

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11:34 am
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - customer service

On November 11, 2017 bought my son an 120 min card. It did not go though. I called they told me that his Sims card expired. The minutes where sent to a phone he has not used in over 6months. After talking to 3 people the last man proceed to laugh at me, I told him if anything happened to my child that I was holding Tracfone responsible. they sent me a new sims, that was also expired after 3 weeks of this issue of sending and receiving sims not for his phone or expired. My husband and I bought him a new phone. Called them yet again. Got his number transferred to new phone after we hung up I noticed the 120 min card was not added. Called yet again to be told sorry but that card has been added to transfer. No it hasn't. After asking for a supervisor and being on hold for ten minutes they hung up on my.

I would like to be refunded the price of the new phone $ 59.00as well as the price $ 29.00 of the min card.
Really not impressed with Tracfone at this moment. I have been a user for almost ten years. If this is the way your company is ran I plain to get a different companies.

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11:45 am
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TracFone Wireless - service/sales

On Nov 30, 2017, I Bought 2 Galaxy Phone from the Tracfone website, they Promised overnight delivery but they never showed up it has been a week now and still no phone, talked for over 6 hours on Tuesday, December 5th on both Facebook mgr. and on the phone, talked to numerous Customer Service agents and got three different ticket numbers and empty Promise'...

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7:48 pm
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TracFone Wireless - tracfone

I ordered a Tracfone on 24 NOV 2017, when it arrived on Tuesday, I spent over 2.5 hours on Phone, and they said it could not be Activated, after being sent from4 diff depts., I was giving a Ref Nr and call back next day, I did with No results, I called next day again wasted 2 hours going dept tp dept, then next day I was told to remove sim card, Fl 33484...

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10:30 am
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TracFone Wireless - tracfone

I purchased $21.00 of data last week. It was put in my phone within a 1/2 hour. Trouble is, within the next hour it was gone, along with all my texts and all my minutes! Just gone. I have called Chat help and am irate over the whole situation. I had 3000+ minutes and 10000+ texts. Chat help inferred that I was defrauding Tracfone and told me to call some...

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10:24 pm
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TracFone Wireless - not providing service paid for

Bought a new tracfone in Nov. 2017 to replace an older tracfone with a unreliable battery. Called to have new phone activated and my existing number and minutes transferred to the new phone. My new phone would not work properly in my residence and I was then directed to a higher level tech person (manager?). Meanwhile my account was inactivated and my...

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6:35 pm
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - phone

I wanted my phone unlocked, I was told I had to wait till the 1st of nov. 2017 which was one month away. I called on the 3rd of nov. to get my phone unlocked so I could move to another provider. I was told they could not find my account and would have to put in some sort of request to another department but would speed it up but it would take 48 to 72 hrs. To complete it.
I called back after the 72 hrs. And was told they could not unlock the phone for the same reasons as before and that they would put in a request to another dept. To get it done, and again it would take another 48 to 72 hrs.
I'm sick and tired of this company and their customer service which is nothing but a [censor] joke starting with the recording that tells you to press 1 for english!...
These people make you want to scratch your own eyes out their're so inept.

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3:34 pm
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TracFone Wireless - complaining for a customer

Hi my name is georgina & i work with walmart i am actually makin the complaint for one of my customers(Senior).. he came in friday 11/3/17 to purchase a new phone because his battery was going out on his old 1..He Had 2332minutes n 29 days on his old phone n she kept claiming he only had 1160 so we didnt go on with the transfer becuas am customer was gonna...

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2:38 pm

TracFone Wireless - transferring min and phone number

I bought my wife who is in a nursing home, A tracfone and 700 min She could not learn to use it correctly. so I got an older phone from another provider I tried to transfer the remaining 300 min to my tracfone And transfer her number to the new provided of my wife. first they said they could not do it with both phones being active but finally did . when I went to transfer the phone number they said they could not because the services was no longer active. they said I had to add min and that after the number was transfered I could then transfer the min to my tracfone. well we transfered thephone number but now they say I lost the min. Hear is a copy of the chat
Hi! How may I help you today?
Leyson: Thank you for visiting TracFone Wireless.
Leyson: Hi Douglas.
Leyson: How may I assist you?
You: I wish to transfer remaing min from 9900068771937057 to354875077320940
You: R u there
Leyson: Yes.
Leyson: I do apologize. Once your phone number got transfered to another service. The remaining benefits had already been removed on the account.
You: I was told earlier that I that after transferd the number I could then transfer the min once the transfer was comlete
Leyson: I do apologize. We can transfer your remaining service if you had transfered from the same service.
You: thats not whar I was told
You: Hi! How may I help you today?Hi! How may I help you today?
Neil: Thank you for visiting TracFone Wireless.
Neil: Hi Douglas.
Neil: How may I assist you?
You: I need the account number for 8285784334 so I can transfer the number to another provider
Neil: I will be more than happy to assist you with that.
Neil: Are you chatting about the phone number that ends with 4334?
You: yes
Neil: The account number is the serial number of your phone.
You: 990006871937057
Neil: Yes.
Neil: Is there anything else that I can assist you with?
You: After the number is transfered I wish to transfer min to another tracfone
Neil: We can assist you with that.
Neil: Contact us back after you transfer the phone number to another service provider.
You: ok but they tell me I need a account number
Neil: Provide the serial number of your phone.
Neil: It is the account number of your phone number.
You: ok
Neil: Is there anything else that I can assist you with?
You: no that is all
Neil: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
You: thankyou
Neil: You are welcome.
Oscar: Hello Douglas.
Oscar: Thank you for visiting TracFone Wireless.
Oscar: How may I assist you?
You: I wish to release a tracfone # Then transfer the min to another tracfone
Oscar: I will be glad to help you.
Oscar: Please provide me with the phone number.
You: release 828 5824153
Oscar: Thank you.
Oscar: There are no records found for the number you provided.
You: just a min
Oscar: No problem.
You: 8285784334
Oscar: Thank you.
Oscar: Are you transferring the number to a new service provider?
You: yes
Oscar: Have you done the process with the new service provider?
You: No they said they could not do it till the number was reased they gave me a temp number
Oscar: Sorry for the inconvenience.
Oscar: I need to contact a different department.
Oscar: One moment, please.
You: ok
Oscar: Thank you.
You: let me know when you are back
Oscar: No problem.
Oscar: One moment, please.
Oscar: Thank you for your patience.
You: ok
Oscar: Thank you.
Oscar: One moment, please.
You: ok
Oscar: Thank you.
Oscar: I am still working with the other department.
You: ok
Oscar: Excellent.
You: about how much longer
Oscar: One moment, please.
Oscar: I have been provided that there is no request for your number to be ported out. Please contact the new carrier and request the transfer.
You: ok after we transfer the number then can I transfer the min to my other tracfone
Oscar: Yes, you can.
You: Ok I will go to the other provider now
Oscar: Thank you.
Oscar: Is there anything else that I can assist you with?
You: no
Oscar: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please Chat with us or contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 A.M. to 11:45 P.M. EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
Thank you for chatting with us today. The agent has left this conversation. For further questions, please start a new chat.

-------------------Hi! How may I help you today?
Neil: Thank you for visiting TracFone Wireless.
Neil: Hi Douglas.
Neil: How may I assist you?
You: I need the account number for 8285784334 so I can transfer the number to another provider
Neil: I will be more than happy to assist you with that.
Neil: Are you chatting about the phone number that ends with 4334?
You: yes
Neil: The account number is the serial number of your phone.
You: 990006871937057
Neil: Yes.
Neil: Is there anything else that I can assist you with?
You: After the number is transfered I wish to transfer min to another tracfone
Neil: We can assist you with that.
Neil: Contact us back after you transfer the phone number to another service provider.
You: ok but they tell me I need a account number
Neil: Provide the serial number of your phone.
Neil: It is the account number of your phone number.
You: ok
Neil: Is there anything else that I can assist you with?
You: no that is all
Neil: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
You: thankyou
Neil: You are welcome.------------------------------------------------------------------------------------------------
You: To transfer fthe number I had to buy another 60 min card for $20
You: r u still there
Leyson: Yes.
Leyson: I do apologize we can't do any transaction on this account once you had transfered your phone number to another company.
You: can I speak to supervisor on representive tells onething soI doit then you tell something else
You: Does it depend on who you talk to
Leyson: Okay, please stay on the line.
Leyson: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.
Leyson has left the chat
You are being transferred, please hold...
Agent Alejandro enters chat
Alejandro: Hi Douglas.
Alejandro: Thank you for visiting TracFone Wireless.
You: Are you reviewing the previous chat
Alejandro: Yes.
Alejandro: I already did.
Alejandro: Unfortunately, when you move your number to another company, the balance is removed from the account. You do not have minutes left to transfer.
Alejandro: Do you have any further questions?
You: the person I chated with before assured me I could . . ealier I transfered 300 min and they gave me a hard time saying they could not do it as both phones were still active when they transfered the min then when I went to transferred the number they said i could not because the phone was not active so I bought more min and I was told that after the number was transfered I could transfer the remaing min
You: Hi! How may I help you today?Hi! How may I help you today?
Neil: Thank you for visiting TracFone Wireless.
Neil: Hi Douglas.
Neil: How may I assist you?
You: I need the account number for 8285784334 so I can transfer the number to another provider
Neil: I will be more than happy to assist you with that.
Neil: Are you chatting about the phone number that ends with 4334?
You: yes
Neil: The account number is the serial number of your phone.
You: 990006871937057
Neil: Yes.
Neil: Is there anything else that I can assist you with?
You: After the number is transfered I wish to transfer min to another tracfone
Neil: We can assist you with that.
Neil: Contact us back after you transfer the phone number to another service provider.
You: ok but they tell me I need a account number
Neil: Provide the serial number of your phone.
Neil: It is the account number of your phone number.
You: ok
Neil: Is there anything else that I can assist you with?
You: no that is all
Neil: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
You: thankyou
Neil: You are welcome.
Oscar: Hello Douglas.
Oscar: Thank you for visiting TracFone Wireless.
Oscar: How may I assist you?
You: I wish to release a tracfone # Then transfer the min to another tracfone
Oscar: I will be glad to help you.
Oscar: Please provide me with the phone number.
You: release 828 5824153
Oscar: Thank you.
Oscar: There are no records found for the number you provided.
You: just a min
Oscar: No problem.
You: 8285784334
Oscar: Thank you.
Oscar: Are you transferring the number to a new service provider?
You: yes
Oscar: Have you done the process with the new service provider?
You: No they said they could not do it till the number was reased they gave me a temp number
Oscar: Sorry for the inconvenience.
Oscar: I need to contact a different department.
Oscar: One moment, please.
You: ok
Oscar: Thank you.
You: let me know when you are back
Oscar: No problem.
Oscar: One moment, please.
Oscar: Thank you for your patience.
You: ok
Oscar: Thank you.
Oscar: One moment, please.
You: ok
Oscar: Thank you.
Oscar: I am still working with the other department.
You: ok
Oscar: Excellent.
You: about how much longer
Oscar: One moment, please.
Oscar: I have been provided that there is no request for your number to be ported out. Please contact the new carrier and request the transfer.
You: ok after we transfer the number then can I transfer the min to my other tracfone
Oscar: Yes, you can.
You: Ok I will go to the other provider now
Oscar: Thank you.
Oscar: Is there anything else that I can assist you with?
You: no
Oscar: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please Chat with us or contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 A.M. to 11:45 P.M. EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
Thank you for chatting with us today. The agent has left this conversation. For further questions, please start a new chat.

-------------------Hi! How may I help you today?
Neil: Thank you for visiting TracFone Wireless.
Neil: Hi Douglas.
Neil: How may I assist you?
You: I need the account number for 8285784334 so I can transfer the number to another provider
Neil: I will be more than happy to assist you with that.
Neil: Are you chatting about the phone number that ends with 4334?
You: yes
Neil: The account number is the serial number of your phone.
You: 990006871937057
Neil: Yes.
Neil: Is there anything else that I can assist you with?
You: After the number is transfered I wish to transfer min to another tracfone
Neil: We can assist you with that.
Neil: Contact us back after you transfer the phone number to another service provider.
You: ok but they tell me I need a account number
Neil: Provide the serial number of your phone.
Neil: It is the account number of your phone number.
You: ok
Neil: Is there anything else that I can assist you with?
You: no that is all
Neil: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
You: thankyou
Neil: You are welcome.------------------------------------------------------------------------------------------------
Alejandro: Unfortunately, that is incorrect. Whenever you port out a number to another company, the balance left is deleted. That is out policy for ports out and you can refer to our Terms And Conditions of Service.
You: You representative told me otherwise Is this the way you run your bussiness tell the customer anything but then return to contract after he buys more min
Alejandro: Sorry for the incorrect information but that is not how we work. You can retrieve minutes when you transfer to another TracFone device not when you transfer to another company.
You: After my min run out I will leave tracfone your customer services is lousy
Alejandro: I understand your concern.
Alejandro: Is there anything else that I can assist you with?
You: Your agentgave me wrong information so I have to payfor it?
Alejandro: Sorry for the incorrect information you received. Unfortunately, that is our policy and we cannot change it.
You: thankd for nothing
Alejandro: You are welcome.
Alejandro: Do you have any further questions?
You: no
Alejandro: Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.

Some customer service

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2:52 am

TracFone Wireless - safelink

My contact was cancel with safelink because they didn't get the TWO re certification I sent them. I was told I had to start from scratch and reapply for service. I did this on the 1 Oct and was told it would take 7-10 business days to get an application. I never received it. I contacted them on the 18th ... and was told I had to start from scratch again and was told to wait another 7-10 business days for another application ... 7-10 business days when by ... still no application.
This company is completely and totally incompetent. It's not fair that I have wait until 2018 to go with another provider.

These are the two enrollment ID I was given ... 35682609 ... then 35854269

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3:19 pm
Verified customer This complaint was posted by a verified customer. Learn more

TracFone Wireless - minutes deducted when phone not used

Bought a phone from HSN with 1500 minutes included in phone.. over five weeks 1, 200 minutes were deducted from my account without phone usage.. called TracFone with no results of compensation.. what a bunch of thieves.. TracFone refused to look at my phone call records...I'm very sorry I bought a TracFone..now I have to buy minutes and hope they too don't disappear..his company is unfair and I've been reading that this is a common occurrence in Pennsylvania... buyer beware!

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5:38 pm
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TracFone Wireless - refund department

The US government shut down the use of the phone. Since I was on an auto payment plan, the company is refusing to authorize a refund, since there were no issues with the phone. I am not use to paying for services when work/services not done. This is the equivalent to highway robbery and should not be tolerated. I am very disappointed with the company and will be sharing this experience with my friends and family.

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10:12 am

TracFone Wireless - everything enrollment #35873703

I called because my service was not working and i am actively looking for work. I called the 611 number and instead of telling
me that my service was out of minutes, although i had unlimited minutes. Customer service then put in a ticket to have my phone fixed, which i did not need.

Then customer service called me back and had the nerve to ask me how their customer service was. Then they told me that my contract was up.

Finally i got a wonderful woman who helped me, but i still have to wait 2-3 days until my telephone can be turned on.

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5:33 pm

TracFone Wireless - tracfone service

Tried to save money and switched to tracfone, the very day I switched I could never send or receive text. Called tracfone more than once, they never could fix the problem. So they said it has to be my phone is bad. Even though I told them before switching I could text just fine. Any way they want me to send my phone in and they will send me another. That's crazy. Not only will I be without a phone i'll also be losing minutes. Today I tried my sons sim card in my phone and I can send text, so my phone is still good. Called tracfone n told them my phone works fine with a different sim, but they said they can't send me a sim and to send them the phone. [censor] won't even try to keep customers happy by doing the simplest thing. I told them i'm not sending my phone to them and i'll be switching to a different carrier. Oh and thanks tracfone for wasting my money on your crap service that won't work.

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