I am a Christian man I swear upon the Holy Bible that the following is the truth, the whole truth and absolutely nothing but the truth.
This story is about the horrific experience my dying wife and I have had with Tracfone. Tracfone operates four brands of phones. Tracfone, Net10 Safelink and Straight Talk. All these companies use the exact same call centers and are handled by the exact t same people. This story applies equally to all four of these brands. All of these brands are under the control of Frederick J. Pollak, CEO who is personally responsible and liable for how his company treats its customers.
It is the worst customer experience we have have with any company in our whole life and I have dealt with thousand of companies, Tracfone is honestly and truly the worst. This experience is so unbelievable that I cannot even accurately describe it in words. The following is not a complete recounting, only highlighting some of this absolutely terrible experience.
This experience started approximately November 2011 when My wife Tracfone was stolen from her hospital bed. My wife is extremely sick in the hospital about to go under extremely risky surgery. The phone being stolen is of no fault Tracfone, but the experience to follow is.
As soon as it was discovered that the phone was stolen my wife immediately called your Tracfone customer service 1-800 number to have the phone DE-activated. Tracfone sent the call to someone in their India call center and after explaining the situation and asking for immediate DE-activation the call center representative claimed that the phone was DE-activated. The next day after calling the the stolen phones Tracfone number, it was determined that the phone was still active and accepting calls. My Wife again called the 1-800 number from her hospital bed and again the call went to Tracfone's India Call Center. My wife again requested to have the phone DE-activated. After the agent claimed the phone was DE-activated, I called the phone and it was still working. It took Tracfone's agent approximately 40 minutes and putting my wife on hold many, many times before the phone number stopped operating and went to the message “This party is not taking calls at this time”. Because the phone was not De-activated on the first call, the person who stole the phone used approximately 80 minutes from the purchase of minutes made several weeks earlier.
Trying to get a new Tracfone activated and the existing minutes transferred to the new phone is the start of the truly horrific experience. Tracfone's call center personnel absolutely positively do not listen to anything that a customer tells them and/or they do not understand the English Language. It is unbelievable that Tracfone ask people to press one for English and then send the call to agents that do not understand English. This is just one of the proofs of your incredible disgusting customer service.
I started by purchasing a new Samsung Tracfone from a local store on 11/26/11. I called Tracfone 1-800 number from the hospital while visiting my dying wife. My wife needs to call and talk with her relatives before her life threatening surgery. Since my wife is medically unable to preform the steps to activate the phone, I attempted to work with the agent to get the phone to operate so my dying wife could talk to her relatives. After working with Tracfone agents for one hour entering and re-entering codes into the phone the agents were unable to get the phone to activate. Due to the extremely strong Indian accent and the agents inability to speak English it was incredible difficult to have him speak the numbers clearly to enter into the phone. Time after time the codes had to be cleared and re-entered because the agent kept saying the wrong number sequence to enter into the phone. After the one hour spent on my cell phone eating up my cell phone minutes with your agent,
your agent determined that the new Tracfone I purchased was defective.
The Tracfone agent refused to accept me telling him that I was returning the phone to the store. Your agent demanded to me that he will send me a phone in the mail. I told him that I did not have the time to wait for you to send a phone and my dying wife needed a working phone immediately. The agent refused to listen to me the customer and demanded that he send me a phone in the mail. I did what I had to do to save the minutes on my wifes account and gave him the information he demanded after I had stated several times that I did not want a phone to be sent in the mail.
I returned the original phone that I purchased and got another of the same model of phone from the store On 11/27/11, again I called your 1-800 number to get the second new Tracfone activated so that my dying wife could call her family for possible her last words to them. I again spent 30 minutes on the phone with the India call center to try to get second Samsung Flip Phone activated. I again stated that I was trying to get a brand new phone activated that you did not have any record of this phone but your agent insisted on only the last four digits of the serial number of the phone. I explained again that this is a newly purchased phone that is not on the account. Your agent again insisted on the last four digits of the serial number. I again explained that this is a newly purchased phone. Again the agent insisted on only the last four digits on the serial number. After I finally relented and gave the last four digits to the agent, he then states the phone is not on the account.. Well Daaaaaaaa. I told him that five previous times. Apparently these Indians cannot understand English and have absolutely no ability to think on their own and can only read a script. This wasted at least five minutes. When he finally realized that he could not activate a phone on an existing account, I had to be transferred to a so called supervisor. After having to give the exact same information that I had spent at least 10 minutes giving to the previous agent. The so called supervisor again had me enter code after code to keep receiving error codes from your phone. Again after entering code after code and your phone giving various different error codes it was evident that you have a whole lot or a whole model that can not be activated.
Instead of me being able to spend time with my dying wife, knowing how important it is to her to speak to her family before passing, I now have to go out to a different store and purchase a third Tracfone. Upon calling your 1-800 number and going to your Indian call center, I first had the very unfortunate experience of talking to an agent claiming to be “Jaime” which I'm sure is a falsified name. I explained to him that I am activating a brand new phone on an existing account and this must be handled by a supervisor as was required on the previous call. I requested to be transfered to a supervisor, . This agent absolutely refused to transfer me. He demanded that I give him that last four digits of the serial number. Same script as the previous agent. After him telling me the phone is not on the account Daaaaaa. It's a brand new phone, I requested to be transfered to a supervisor. He again refused to transfer me to a supervisor. I literally repeated myself at least 20 times, no exaggeration, to be transferred and your agent continuously refused to transfer me. I spent at least five minutes requesting to be transferred and your agent continuously refused for at least five minutes. Finally I was transferred to a supervisor. The supervisor was able to activate the third phone (a different Samsung Model) through just the SIM card number. Upon activating the phone the supervisor refused to transfer the minutes on the account to the new phone. I told her that she must transfer the existing account minutes to the new phone, again she refused. I told this so called supervisor that I would immediately call my credit card company and put the Tracfone charge for the purchase of minutes in dispute and have the payment retracted from Tracfone. Then and only then did this so called supervisor transfer the existing account minutes to the new phone. This is absolutely reprehensible that I had to threaten you to get the minutes that I had purchased. This is a demonstration of Tracfone's extreme dishonesty and attempted fraud.
This example of the extreme disregard that Tracfone has for its customers, the worst customer experience ever inflicted onto its customers in the history of the world is reprehensible.
The time that you robbed from me and my wife from spending time together while she is dying in the hospital is unforgivable. I hold you Mr. Pollak personally responsible and liable for your decision to put your customer support in India where your agents can not even understand English or communicate with your customers in America, or have politeness to even listen to what the customers are telling your agents, or have any responsiveness to what the customer is telling them or fulfilling customer needs. As CEO it is your continuing decision to inflict your customers with agents that do not have a drop of humanity and subject them to this truly disastrous and horrific customer support from your India Call Center.
When the existing minutes are used up on this account, we will be permanently and forever be terminating our business with Tracfone.
It is now my life's destiny to tell everyone of how Tracfone treats my dying wife and of your company's complete disregard for its customers. I have many, many friends and family that will be terminating their business with Tracfone upon hearing of this experience.
I will be stopping everyone I see on the street and telling them of my family's experience with Tracfone. I will be posting my experience on as many message boards as I find.
After sending a letter to Frederick J. Pollak, CEO About this incident and the 3 hours of my time spent on the phone with Tracfone, The 80 minutes used up on my cell phone and the gas consumed by bringing back defective Tracfones to the store, Mr. Pollacks offer of compensation was a measly 100 Tracfone minutes that have a retail value of $6.20 and cost Tracfone absolutely nothing, so in essence Tracfone offered nothing in compensation and of course I did not accept the measly 100 minutes.
Do not expect cell service if you port a number into your tracfone. Made at least 5 calls before porting home number into cell — to cover all bases wrong? More than 7 days has passed, being charged still by home phone carrier and service days are ticking away on cell but can not use either phone. Customer service might as well be automated operators because they keep repeating the same lies. Sim card has been mailed — how — air mail — by who — fed x — tracking number none available. How stupid do they think their customers are? Pretty stupid. Time has rolled back to pony express from timbuktu!!! Won't say exactly when mailed, by who, tracking number is not available — because it has not been sent!!! Received email at 12:03am from att stating port complete, had cell service in bound and out — then tracfone deactivated current sim card on their end at 8:30am. Again no service anywhere. I either get a tech that says "however" every second word or someone that says they understand, but pretty much — tuff — you got no service, we have you service days and guess what if it takes 7 days — 7 more days — 2-3 more days and now up to 30+ days, who really cares but you. I am beyond frustrated & mad. Up tier supervisiors is just the same. I literaly asked the supervisior if they are all trained the same to tell the lies repeatly and I was told yes. The only truth I probably received in the last 30 days.
Tracfone offers very cheap service and non existent customer service. When you eventually have a problem you will spend approximately 6 hours on the phone being told how sorry Tracfone is, entering codes and relaying codes and then being told you have no complaint that the phone is working. I have had Tracfone for 2 years now and I'm switching ASAP, I paid for service, the phone was not updated and Tracfone continues to tell me the minutes were added, I've finally given up.
Tracfone is a wireless service provider in the USA. They have ripped me off by deactivating my phones for no reason and changing my phone number for no reason. Their customer service is really non existant becaus they do nothing to help except say they are sorry for any problems. The problem is it was a business number listed in advertisements and with 2 number changes in a month and a half there is no way to place a price on what they have cost me.
I would advise anyone asking, DO NOT USE TRACFONE.!
My tracphone seervice is getting really bad. For the past few months my phone says searching, please wait, no service or right now it says emergency only. I have over 200 minutes on my phone and the expiration date is the latter part 2011. I need my cell phne to work all the time, not just at their convenience. I cannot call their service numbver from a pay phone and I do not have a land line. When I do call on someone else'a phone, I always get a lady with some a thick accent that I cannot always understand what she is requesting, and she cannot understand what I am saying to her. Why can't this company work as well as other services. I live about 1/2 from a cell phone tower.
I bought a Tracfone about a month ago. I know that was my first mistake! I had trouble right off with the service.
From that point I spent about an hour and a half every day for almost a month trying to get it corrected. I’ve never talked to a group like tracfone techs before who is so good at lying cheating and in essence stealing from whomever they talk with.
If this group of people believes in KARMA, as a group, as a civilization they’re doomed, because their KARMA is black and dying.
I’ve since got rid of the tracfone and I feel much better, now that I’m no longer sharing their souls darkness.
All I can say is, if you’re thinking Tracfone or every get a Tracfone, run away screaming. Your soul may depend on it.
I'm Feeling Much better now,
On their web site they offered the lg420g for $19.99 with lifetime double minutes and free over-night delivery if ordered before 6/22/2011. The site did say that you couldn't expect over-night if you ordered on the weekend. One would assume that was because they don't process orders on the weekend and that one's order would be processed monday and the phone delivered on tuesday. But no! Because I ordered my phone on sunday (1:15am) tracfone is not obligated to send my phone by "over-night" and are not shipping it until wednesday and I should get it thursday. Monday, when they told me this, they wouldn't just cancel my order and let me re-order so as to get the phone on tuesday. I was on hold for over 90 minutes after speaking to a human for the first time.
When you buy a phone, you expect to be able to make calls and rcv calls. I bought this LG TracFone, called customer svc to activate it, which took 20 minutes, and flew across the country to use it on vacation. First, the phone wouldn't make outgoing calls, so I spent another 20 minutes with customer svc to fix that. Then I discover that the phone doesn't ring! People can only leave text messages. Customer Service said that I had to call from ANOTHER phone to fix this, but I was on vacation and this was my only phone. Got back, complained that I didn't have a working phone for my vacation. Too bad, no refunds. Something that should be so easy became sooo complicated. Not a satisfied customer!
The company tracfone, deliberately makes is impossible for their customers who wish to buy airtime, online... Instead, tracfone forces their customers to call them, to purchase airtime. This way, tracfone forces the customer to go through a long, air-winded speech, by their employees. - who ultimately are required to try to up-sell more minutes, to the customer!!!
This has been going on, for months! And, I wish more attention was put on this company, regarding this terrible, sales tactic that tracfone, continuously get away with!!!
I have been a loyal tracfone customer for around 5 years. Perhaps because they were cheap and seemed easy with no contracts... Well sometimes folks I guess you get what you pay for. To put it into perspective... i have bought so many minutes from this forsaken company that I have my airtime membership until 2048!
I have run into countless problems adding minutes and not having them appear on my phone, bad reception, and hours and hours and hours of on-hold time to their customer service center. I like to be loyal to companies I really do... but I have had enough. Hopefully this rebuke steers some of you away from the same.
Just today I tried to add more minutes to my phone from an airtime slip and "the network was busy" I tried again... the same. and again and again. Finally tried online. Hurrah minutes accepted. However no mins on my phone. Called the service center (keep in mind this has happened the last three times I purchased minutes) was put on hold 8 times taken off of hold and to ask if I could continue to hold. After 20 minutes I got so frustrated that I hung up.
Well the stubborn person I am... lol... I called back to get to the bottom of the matter, and hopefully a different operator that could actually help. . . well . . . long story a tad bit shorter... It took me 1 hour and 15 minutes to resolve the issue which was accomplished by typing codes into their product (basically programming their malfunctioning product for them. I have done this on so many occasions that I actually lead their operators to start giving ME the codes when they are ready!) It turns out they did approve my minutes this time... they just gave them to a completley different phone that was in no way associated with me. The operator told me that there was nothing they could do about it and I started talking lawyer... funny... things changed pretty quickly after that.
Look. These are cheap phones and I only spent a bit of money on those minutes but principle should mean something. The days of the handshake and returning a defective or poor quality product seem to be fading. There are other cheap phones out there without binding contracts. I URGE you folks, try one of those. I know I will.
Thanks for letting me vent.
Don't be a fool. If you need telelephone service stay away from tracfone or any form of tracfone like straight talk or net10.
Here is what will happen every month. You will purchase a prepaid card and the instructions will tell you to go to the add airtime screen. When you as instructed on the card and on the phone you will receive a text that the card is invalid. You will then be instructed to call the 800 number. You will be charged for every minute that you use the tracfone to talk to "customer service" so you should call them from a pay phone. You will then go through the same process and will again be told by the computer that the card is invalid. You will then be put on hold indefinitely. If you persevere the wait you will be connected to a robot in the philippines who does not speak english. They will ask you for your name and then put you on hold for "three minutes". When they return they will ask for your phone number and put you on hold for "three minutes". They will then return and tell you that your number is wrong and you will repeat the number and they will repeat it back to you wrong and you will again give them the correct number and they will again repeat it back to you wrong. This will go on at least a half a dozen times and you will then again be put on hold for "three minutes". You will be told again that your number is invalid and then they will ask for the serial number of your phone. The same cycle will repeat over the serial number and then the will tell you to call back tomorrow and start over again. When you call back the next day and go through the same thing you will then be told to call back on the phone that you are trying to refill.
When you use the phone they will use up your minutes trying to "add minutes" and you will then need to call them back from another phone again.
After repeating the above process at least three times eventually your phone number will be entered correctly and become "valid" then you will repeat the process until the card becomes "valid".
So now you're all set until the next time you need to add time.
Ordered phones on Thursday at noon Central time. Paid $14.95 for overnight shipping but didn't come until Monday at 2:30 p.m..
I paid $14.95 thinking I would get the phones on Friday- thus, "overnight shipping". Wrong. NO Saturday shipping, then I had to sit at home to wait for them because they need to be signed for. I waited (and worried) all day Friday, Saturday (thinking MAYBE FedEx does Saturdays) and most of the day on Monday.
The moral of the story is...if you need them, don't wait to order them.
Then it gets better.
I have old Tracfone, I have new Tracfone. How hard can it possibly be to transfer my minutes and service days from one to the other? That took 2 phone calls to customer service.
I wanted to port one phone from Smart Talk (Walmart, bad idea) to the other Tracfone I ordered, only to find out that they need to send me a new sim card, even though the for has one, and is brand new. I'm almost CERTAIN that will take ANOTHER call to customer service.
WHY does Tracfone make this TEN TIMES HARDER than it has to be???????????? WHY???
I just sent back my 4th, LG420 cell phone because I do not get service at my house. I have asked repeadedly to send me a different model comparable to the LG420 and they keep sending me the same phone. My husband has a tracfone and gets service fine here. Now I am filling out this form, notifying the Better Business Bureau and filling out anothe form with the goverment. I will use up these minutes and throw the damn thing away. No more tracfone for this family...even my husband won't renew his minutes.
We recently purchased 2 Tracfones online from Tracfone that came with free accessory kits. One of the adapters that was needed to connect to the phone was defective. I emailed and called speaking to 2 different "supervisors" asking to replace the defective part to no avail. They insisted on me returning both phones, both accessory kits and to get a complete refund as the only solution. My pleas to simply send me a working accessory kit fell on deaf ears. They use these tactics knowing no one in their right mind would go through the hassle. Just hope you don't have to return anything to Tracfone. Just being on the phone with them is painful. Reps are very hard to understand and the connections are terrible.
Im a colombian citizen and im a proudly american citizen also, I had to come down here to colombia for a couple years and I started to work with the company who outsourced the call center for those companies.
Honestely I dont know what you guys expect if you dont even know how to find a serial number on your phone.
I really dont want to blame no people here but we are the people that have better accent than the other call centers and we always use to recieve the calls that other reps screwed up.
The point here that how do you expect to help someone who tried to make a ph call and has the ph turned off? How do you expect to assist a person who dont even tries to understand the rep. I saw people crying because of nasty customers who discriminates because where we are located. Many of the reps on my city are people who goes to public universities and they have been learning english by courses and they dont even had the opportunity to travel outside the country. Many other have been out the country and have been studied in bilingual schools and they work for fun actually. Just like me.
When I got asked where im located I have to say my actual location and that script that the corporate offices are located in miami, fl. When people asked me where I am from I simply say that im from colombia, when they asked about my english skills I make the statment that im also a proud american citizen. But honestly I can handle that way that many customers have to treat a person who is giving the best to assist them. You guys have no clue all the tools that we use to correct problems. I need to use 10 tools with like a 14 windows in a call. You guys think that we are machines or something? We deal with numbers and codes and references and numbers again and again and again... Come you guys and make an 8 hours shift dealing with that and dealing with people like you? Dont think so.
I belong to a tier 2 support team which handle problems with the coverage and I spent like 8 months being a tier 1 and thats so complicated.
Next time that you got placed on hold be pacient we are really working, if a tier 1 ask to place you on hold to have assistance for a supervisor think that they really need assistance. We got really well trained so be aware of that.
I just want to finish this complaint to the customers saying that next time that you call the 1800 number. Try to select spanish because sometimes we even dont understand the people from phillipes. And thats something that I supposed not to say.
And note to the one which is going to ask. Why in spanish?? Because we are able to speak both. Not you guys that only speak english and please do not tries to speak spanish to say thank you or gracias!!!
Purchased Tracfone 10/2010. After calling friends within the 1st week, my friends said a wrong name was showing up on their caller id's. Then I stared receiving voicemail messages for the same name/person. Tech support @ Tracfone, after days of calling, talking, answering the same questions, getting ticket #'s, I was told it is not their problem & that I should tell my friends to call their phone carriers to update their info!!! Obviously, SD Joyner had the phone/SIM card before me & TRACFONE did not even offer a new phone or SIM card. What a crock of ****! Tech support is horrendous
Pre paid cell phone companies need to be look into in the usa. These company are not doing right by the people.
Companies like safe link wireless, tracfone and net 10 (All the same company). Give hope to low income residence
But a lot of the time they take that away when they turn off a phone for no reason, will not refund you money for unused minutes when you phone breaks or stops working and/or your feed up with bad service. They say too bad. Gift card companies have to turn over unused money to the state after 5 years. They had to stop charging fees. If you would looking into this you would find out that these company have it good. When hard working people like you and me do not. First they buy there minutes off at&t t-mobile ect. But these minutes have most likely been paid for by good hard working americans. Here how it works your going to love this. For example if you have a phone with one of these big company and you have a cell phone plan that give you 400 minutes per 30 days and you never use all of them. They sell these minutes to tracfone which in turn sells them back to us in the form of airtime minutes on there pre paid phone which use the cell towers of att or t-mobile ect. They stated to me on the phone that they give no refund on airtime. No drop call credits. If you lose your phone and do not have all the info that came with your phone too do bad. They need to look up codes on you phone oh you do not have it too bad. No refund. Sounds good so far. Safe link wireless now does business in pa. They say there cell phones are government supported. This can not be good at all. They give these cell phone to low income americans, but give very bad service. They do give out free minutes but they hope you need more minutes and hope you will buy there pre-paid minutes with the small amount of money these poor people have left to live on. I looked into this for you I am trying to help others. They took my money turned my phone off and I am out over 400 dollars. But I will find away to live without it. My late dad told me if you want something work for it. I will miss my phone the bbb will not help the fcc has not got back to me. I have written cbs nbc abc cnn fox news and many others about what happen to me in hopes someone would help me, but no one has. I have cried over this. I am crying right now. I have given up on getting my phone turned back on. Or a refund. I just want to help others now. I am and emt who takes care of this mother-in law who got sick two years ago. I do need a phone when I take her out which I spent all of my saving to buy me a van that had a seat that comes out of the van so I can load her in the van from her wheel chair. My mother in law was and r. N. Before she got sick. She lost her home for taxes and now stays with me. I found that this is not the first time this matter about wireless phone companies has come up. But without new laws these companies are not going to play fair. I need help getting the word out about this please help the ones who can not help themselves. And a great side note to all of this is that the company that owns tracfone is from latin american but has ties to at&t via board members from the company the owns tracfone work for at&t. You would think they would make sure the company plays fair but it all comes down to money. If you could help the others like me who have been taken advantage of I would be forever grateful
Your friend rickie g conard god bless you.
After several months my SafeLink phone display showed Sim Not Registered. I Faxed, Emailed and called customer service. After 3 months and 5 hours of logged phone calls, I realized this service is not free. You are expected to buy TracPhone air cards to keep you account active, pretty slick idea on their part. Lastnight was my final straw, my Service Rep said problem was fixed, phone would be online within the hour, and, if not to call them. No such luck, but this time they called me, rather than spend another hour on the phone with them, I dropped their phone in my glass of ice water, and hung up. For me, the problem has been solved. Now it's time to contact my state legislators about the rippoff scheme by SaqfeLink Services.
I made less than 10 called with this phone, it had 569 minutes of service and one year of activation left.
Stop wasting your time with these people, this was TracPhones bailout, cleverly disguised as SafeLink Services at taxpayers expense.
For $99 you can get 1 year's service with 800 minutes on TracFone. Since I don't use my phone that often, I decided to give it try.
However, when I tried to activate my voice mail, I got the royal run around. After spending over 12 hours on 4 different occassions speaking with "customer service, " I have finally given up. The last insult was them telling me that they were having difficulty activating my VM because I ported my number over. This was after a good 10 hours on the phone with their reps.
I suggested they give me a new number so they could easily activate it. They obliterated my old number (which I can never get back), told me they'd call me back when the process had been completed, and give me my new number. They never called back.
I called them, again, and was told in order to get a new number I had to send my existing SIM card to them.
In an effort to stay positive, I asked a friend who has TracFone to try and activate his VM. Same run around, same empty promises, no VM.
I asked for my money back and mysterously became disconnected after another hour and a half on the phone with them.
These guys are pros at misleading, stringing along, and falling short of their own guarantees. The supervisor I spoke with at one point was in Belize. Good for him. I'm sure he has VM.
Buyer beware. If you need more than basic service from you cell phone, steer a very wide berth around these con artists.
All the phones you can use when you have a Tracfone prepaid or pay as you go plan or cheap and low quality. I would like to get a Blackberry or a smartphone. According to Tracfone's website, you can only use one of he phones that they sell because their phones have special pay-as-you-go technology installed on them. My friends keep telling me that my cell phone looks like something an elderly person would buy. I have one of the better phones that they sell. My father who also uses Tracfone is very angry about how hard it is for him to send an email from his phone. As someone who lives on a low budget and can not afford a different cell phone plan, I am extremely frustrated.