TracFone Wireless

I called Tracfone on Sept. 29th to report a broken phone. I was sent a ups label to mail it in and told that it would be processed and sent out in 10 days. I followed up and was told that they had the phone (I have a printed copy of the delivery receipt) and were sending a replacement in 3-5 days. Over the course of a month I called 8 times and was treated with bureaucratic loops which terminated in "we will send it out in 3-5 days". They would not email me the code to switch my phone number to another phone.

Called on Sunday October 15th and told them our problem that there was not a clear voice on our headset they had us do some different things to try to correct the problem. Told them that we tried hooking the headset up to a different phone and it was clear as a bell.Then they finally said they would send us a new phone and when the new phone arrived we were to call. There would be instructions in the new phone box on where to send old phone, We asked more than once that they would send us a new phone and the customer rep said YES. We called on Friday October 20th to check on the ticket number and they told us that the phone was sent and we should receive it in 3-5 business days. On Thursday October 26th we called to Trac fone to ask if the phone had been shipped and they transfered us to the escalated Dept rep named Ricky said no that we had to send the old phone in and then they would send the new phone to us. We told them what the first customer service rep said that a new phone would be sent to us and we should send the old phone back. We went back and forth for many minutes and that was the way it was going to be. Where is the customer service in this company!

Ricky took MANY TIMES to get vital information correct that we gave him!

I asked if I could talk with someone higher up and he said no that I would be told the same thing. They need to retrain the original rep to tell customers the right information.

Purchased a new Orbic Magic 5G phone with unlimited plan from Tracfone on Sept 20,2023. After receiving the new phone, I transferred my information from my old Tracfone to the new phone. Tried to send a Text message to my wife. She received the message and responded. I received no text response. Sent testing texts the different people the next 3 days. All had the same outcome. All messages were received, I received none of the responses. Contacted Tracfone customer service on October 10 about this issue. They and I tried to reset the messaging app, restore the phone to factory settings, tried to receive text responses from the customer service department, all without success. Since Oct. 10, I have contacted the service department 11 times. Each time, I get assurances they will contact me within 15 minutes to resolve this issue. I have also contacted the Tracfone Executive Resolution Department 2 times. Have received no response.

Called 611 25 times through out the last week. No one seems to help. They hang up . They said they would call me back but have not on my land line .Another person said line was busy but it was not. My account is paid . payments being deducted from my credit card. I'm not able to text or make calls nor receive calls or text. I have turned off the phone off and several times.I even left it off overnight but still no service. Airplane mode is off

On or about 10/21/2023 my tracfone service was suspended. No reason was given, and when I contacted Customer Service, they asked for my Pin which they accepted. They then asked for the answer to my security question, which they said was incorrect. They then asked for two frequently called numbers which they again said did not work. I asked to be referred to a higher authority, they said that they were not permitted to do this and that there was nothing further they could do. I then decided that my only recourse was to seek another carrier. I wanted to keep my old number for obvious reasons, they would not give me a port out for my old number. This has been extremely frustrating to say the least. My name is John R Chewning, The phone number for which Tracfone service was suspended is [protected] my email is [protected]@charter.net , a working phone by which I can be reached is [protected]

The cell phone # [protected]. When I send a text message with a picture I get a message that reads as follows: "message not sent, service not activated on network". This has been a problem since 10-21-23. I can have full signal strength on the meter and the LTE displayed. I have called teck support several times and they cannot repair the problem. Can you help me?

Steve Van Dercook

2766 Bon Haven Lane

Annapolis MD. 21401

H-[protected]

I have purchased many trac phones thru HSN. These past two years have been awful. Last year the customer service man from another country lost all my minutes on my new Mojo phone that came with Internet, phone, texting, 1,500 minutes gone. Seemed like he was new and didn't know what he was doing, kept putting me on hold to ask his supervisor what to do, i asked to speak to his supervisor, because I was getting nowhere with him. Supervisor got on, he checked something and told me all 1,500 minutes were used up. I said I just got the phone and the customer service man was trying to transfer my phone number from another trac phone and deleted my free minutes to my new MOJO phone, he argued with me and told me I have to purchase minutes. The phone is useless. I'M NOT PAYING ANOTHER RED CENT TO THESE SCAM ARTIEST Two weeks later I ordered another phone, as I needed a phone, got a Galaxy trac phone, again told when I called about a problem said it was fixed for that time but the next day, the same problem, you get hung up on when they can't fix something. Called the woman from another country hung up on me. This phone you can receive phone calls and when you place a call it rings three times and cuts off. BEWARE THE YEARS BEFORE WERE OKAY NOW IT'S A SCAM.

Tracfone, messing with accounts, making me to go on a pay plan, every 90 days I add minutes to my TracFone, but they cut me off and say, you have to join a Monthly plan. I have over 21,834 minutes on my phone, Tracfone put my minutes into Texting, I don't Text, and they said they can't change it so every time I put minutes on my phone instead of Talk, a percent goes to TEXT.

I want returned to me Monitory what I have spent in Adding minutes to my phone to Call, not to Text. You keep applying the minutes to Text, I told agents before I do NOT Text, want the minutes applied to Calls ONLY.

Also, letting the BBB, in on this Scam, TracFone is providing to their customers

I have 21,834, total in minutes, at $19.99 for 60 minutes you owe me a lot, not received I will report this to ALL Social MEdia.

Spent two days, 3 reps and at least 4 hours . All we needed to do was upgrade to a newer, larger phone with more features. The last one just hung up on us. Three reps couldn't/would not walk us through the steps. This was nothing difficult.

After being a customer for over 10 years, time to walk away and spend more for a company where you can talk to someone face to face.

They would not even help me try to return, go to website and it is clear they will take long time to refund but will find an excuse not to.

If I could give a minus rating, I would.

Had tracfone service for going on 20 years. Had the same number that is used for my primary communication for my medical appointments, Childrens school Emergency, got a new phone in july everything transfered over no problem then thursday September 21,2023 out of the blue phone said invalid sim my wife called they sent new sim card now they say they cant verify my account to transfer my number and recently purchased minutes and text on my account.

My husband bought my son a Samsung A53 Tracfone. After a few months it would shut off and no matter what we tried, it would not turn back on for more than a moment and then shut back down. I called Tracfone and they stated I should send them the phone and they'd send a replacement within 1 - 3 business days. They did confirm that they received my phone on August 9, 2023. I also see the tracking info that they received it. I have called practically every three days since then and no one can tell me why they haven't sent a replacement. They did confirm they received my phone. I get nowhere. I call and talk to a different manager every time. What am I supposed to do? I either want my replacement or a credit on my account!

My TracFone went dead so I called them and they said that I changed my phone number to another phone. I told them I did no such thing and they kept on saying I did. Well then they said my phone was 3G and they only went as low as 4G and that I would have to buy a new phone. I told them my phone was working fine an hour ago and demanded they get it up and running again. They said they would contact tech and to turn off the phone and check it in 24 hours. I called a place that sells TracFone and they looked up my phone and told me it was 4G and that they sell a flip phone that's 4G and it's a TracFone. 24 hours later I turn on the phone and still no service so I call them again. Once again they tell my phone is too old to work in their system and I once again tell them they are wrong and demand they fix it. 24 hours later low and behold it works but my rolled over minutes went from 19,172 to 3000. They brought up the new phone thing and tried to tell me that was the reason for the 16,000 plus missing minutes. Well I filed a complaint with the FCC and TracFone calls me 2 days later and give me the same crap. I argue and tell the girl to look up my record and after 15 minutes she says I have 18, 265 and I tell her she's getting closer. She says she will turn the information over to the appropriate person and they will call me back the next day. They call back the next day and offer me 11,000 minutes and I say no and she then said the case is closed. Now I have been with TracFone for over 20 years and this is how I get treated for my loyalty. TrackFone has been acquired by Verizon and they're ruthless and only care about money. STAY AWAY FROM TRACFONE!

On July 4, 2023, I purchased a one-year Tracfone Card on ebay, as I have done many times. The card topped off my existing balances to 9.56 GB of Data, 4700 Minutes of Phone, and 2678 Texts, with a Service End Date of 10-3-24.

In August my phone Did Not Work and all balances were Gone! My calls and chats to Tracfone were useless, but I was told, 'you have filed an invalid credit card dispute and your service has been disconnected.'

I Did Not File Any Claim!

I was told to talk to several other 'departments,' with each person reading the same script...and telling me that they could 'not verify who I was!' One of them even gave me a number to call...that was to a company that Leases Phones!

I was then told to '...send us a Money Order addressed to TracFone Wireless, INC, Attention: Chargeback Department located at 9700 NW 112th Ave Miami, FL 33178. Please clearly write your Full Name and Address, your Mobile Phone Number and the Serial Number of your Phone (IMEI, ESN, or MEID). Make sure to enclose your Money Order in the amount of $51.22. Personal checks will not be accepted. Money Orders received will be processed within 4-7 business days. After this time, you may call us to reactivate your service.'

The last 'department' I was told to contact...Business Assurance Department. Someone named 'Richie' merely Repeated the Same Script...about the credit card dispute, and that I could send a money order to pay!

Again...I Did Not File Any Kind of Claim! If someone hacked my account and filed (for what purpose?!) Tracfone should have some records. They have provided No Proof of this!

After 30 Years of being a Tracfone customer, Why would I file a claim for $51.22 AFTER Successfully updating my Balances?!

I want All of my Balances that I Paid For Returned and my Phone Number Reactivated!

I was trying to activate my wife’s SIM card that’s through Straight Talk Wireless. I bought my SIM card activation kit at Walmart for $37.68 all together. It came with two SIM cards and an activation PIN number that’s worth $35 dollars.

I called in the first time at 5:18pm CST and got hung up on while on hold. Then I called in at 5:27pm CST and the lady on the phone yelled at me for using SIM card B that is apparently for AT&T and I was suppose to use Sim Card A. We got into it and then she hung up on me. Then after that I spoke to 9 other representatives on the phone and they all hung up midway through when trying to activate my wife’s phone.

I was told conflicting information the entire time. A list of some of the things I was told.

- I can’t use the SIM cards provided to me, I need to buy new ones again.

- My wife’s IPhone 13 is not able to use a SIM card and they would need to use a ESIM.

- The SIM card has been activated and it should work in 30 minutes.

- We will give you a call back (Which Never Happened).

- Sim Card B is for AT&T and Sim Card A is Verizon.

On [protected] at 1500 hours I called to activate my new samsung phone. After talking and chatting with 4 different people the process of transferring my number to new samsung from my flip phone could be done. I repeatedly gave the imei and sim numbers and got no results. Do you not have any capable people available to perform these tasks? [protected] imei352678733639378 sim [protected]

I I have done business with Tracfone for over 20 years. This is the first time I have had a problem. I had an accumulation of over 1000 minutes. I had to renew my plan on August 21 2023. I went through the process, and confirmed this by checking my bank balance. On Sept 1 I tried to call my sister-the call went to some other com[any.

I called Tracfone and the transaction did not go through. ALSO I checked my balance THE 1000 plus minutes I had accumulated had disappeared. They were good enough to honor the trans action but could not give me a reason what happened to my minutes. I have called them several times and have written a letter.

I called on tracfone using minutes and kept getting the run around. I have had them hang up on me and a chat dismissed.

I feel robbed and that they are scamming me out ot my minutes.

Please check with them, find out where my minutes went too. I am sure the keep a log of my account and could access this account. The phone number for this account is [protected].

I wrote a letter over a week ago and have not gotten a reply.

I feel robbed. I want answers and my minutes back.

Thank you, Tina K Perry

Hello, I am writing about the new Orbic Magic 5G phone that you provided free with a 12 month plan at Tracfone. We have spend more than 12 hours, 2 professionals, and me. At present time, the phone is overriding any calls with Straight Talk trying to get the info to sign up with them. The phone and Tracfone info is absolutely unusable. What can you do? May I return all the stuff that I received and get a refund? I have used Tracfone for many years, but this is a disaster. Please let me know. I need the cell phone with my business. Thank you, Delores Pittman, [protected]@msn.com, landline-[protected].

This complaint is in reference to loss of service on Tracfone account [protected]. Event description: When I returned from Canada on 9/3/2023 my iphone was corrupted and I lost service. After several attempt to correct the issue Tracfone was able to resolve the issue and the phone worked for about one half of a day, Sometime shortly after, Tracfone deleted the remaining data, texts and minutes on my account. I estimate I previously had 2gB data, 500 texts, and 700 minutes. On 9/10/2023 I reviewed Tracfone resolved the problem by doing a complete reset on my phone but refused to restore my data, text and minutes. This seems criminal and I should consult legal action.

after loosing my phone I attempted to transfer the service to my older phone. I learned that the email attached to the account was one that had been cut off several years ago and the password I had no longer worked. I tried on line several times, they wanted to text me (note LOST PHONE) I ended up going to use my mothers land line. They tried to have me enter the code on a corded phone, rotary phone, I located another phone the next day to try again, I was then told to go buy a SIM card, the store was out, next day I got a Sim card and replaced the card in the phone. Each change of person, phone, online whatever I had to re-give all the information I had before, including possible numbers that I had called, my mothers maiden name, phone IMEI, SIM card number.

The last call told my that "when I was able access the email account (which is long gone), the could verify my account. Until then I cannot transfer the phone, cancel the account and stop payments nor will they let me talk to someone to complain.

Talked to tracfone about being stuck on a blue screen. Said they would replace as soon as they received my phone. Sent on 7/25 they received on 7/26. Still have not received a phone. Chatted a week after they received phone.They said it would be 7-10 days after reception. Chatted again a week later after the 10 day period, said it would be 5 -7 days. Chatted and received a call back 8 business days later, said it would be 1-3 days. Another chat and call back. promised 2 days and an email to confirm the conversation. No email and now still no phone. Guess they win. After more than 6 weeks I need to get a phone. They get to keep my unused minutes,texts, and whatever else. I give up. Going out to get another phone. Won't be tracfone, By the way Ticket #[protected],#[protected], and expidited ticket #[protected]