TracFone Wireless

Wow, where to start... About five days ago, somewhere around 07/23/23, the SIM card tray broke in my LG G6 phone that had been in use for TracFone service around three years or so. No problem, or so I though, I'll just use the previous phone I had in service with TracFone because I know it worked and already has everything set up (phone was LG G5). I phoned TracFone, but they were not able to reinstate service, telling me it was because I needed a new SIM card due to the Verizon transition (I was able to receive texts but could not dial out - attempts to phone the cell resulted in a message that the number had been disconnected). I purchased a new SIM card and phoned back the next day, but they still could not get it working. I was then told it was due to my not having a phone compatible with 5G network and that I needed to purchase a new phone. After that conversation with the TracFone rep, I did some research to see if the Verizon towers in my area were using 5G, which they were not, so the TracFone rep obviously didn't know what they were talking about. I phoned back the next day and was told by that rep my phone would not work because it needed to be VoLTE. A couple more phone calls after resulted in my being told I could not get Verizon at my location. Tonight, 07/28/23, I phoned a number found online for Verizon transition to simply find out if I had cell service in my area. The rep was actually a TracFone rep. During that conversation, it was discovered that all of my text, data, and call minutes have disappeared. I have been a TracFone customer for over 20 years, only using the phone when I am rarely away from the house and for incoming texts, so my minutes have rolled over and accumulated to over 6000 for each of those services (just checked the numbers last night, and the minutes were there). The rep I was speaking with said she didn't show proof on her end that the minutes had been purchased and that the last purchase in their system was from years ago. That was another blatant lie by yet one more rep. I told her the TracFone app on both of my phones showed the transaction information with the date, ID, amount spent, etc. She told me that all of the reps were gone for the day and I would need to phone back again tomorrow. What started off as an apparent small issue has now grown to where they have lied and robbed me of everything. I can no longer use either of my phones, spent money to purchase a new SIM card that can't be used or returned, and lost over $100 for the one-year card I just purchased 07/03/23. Oh, and this last rep told me the reason I lost all of my minutes was because I attempted to activate the SIM myself, which was not true. When I told her I phoned in to have it activated and walked through the instructions, she told me it was because I had inserted it into the phone myself before calling. I don't think that's true either, but, if it is, there's something wrong with their activation process.

My tracfone [protected] has been without service since sunday 7-21-23 I called customer service on 7-221-23 and spent 5 hours with 7 different service teck people. They finlay said I needed a new sim card. They sent one. I called when it arrived on 7-25-23 I spent over 6 hours and spoke with 9 different people. Everyone had me do the same thing. And when it failed, they had another higher level teck take the call. They did all the same things again. Nothing worked. They had 3 top service people call me back. They all did the same thing. And after 6+ hours resolved nothing. I asked for someone (higest level) to take over. They said ok and then I ended up with the same person. I had before I went to the chat line, no help and after 20 min stopped responding.. My tracfone still does not receive or make calls. I have searched. But could not find any way to contact them other that [protected] and all that does is put me through the dame people and the same actions that have failed in 50+ attempts. Any help! Thank you jim non cell # [protected].

After a number of years of satisfactory service on my two Tracfone lines one of the phones froze and could not be recovered. I was told to return the phone and a duplicate would be provided. I did as told.That began the nightmare with customer service. I have called several times, gone though the maze of automated service, spoken to a number of reps, been sent to the managers, transferred to the warehouse and cut off or hung up on 6 times in a row. If anyone has, or is considering usung Tracfone, DON'T.

I just bought a new tracfone I have still the one I got when government was sending them out many years ago and I have got cell phones and I tried to get it on phone but he refused I know and have done it on other phone kept my no I have a moto motorola us. I bought it from fuzzy who has been in business since 1970 has his on store I paid $48 for 2 of same phone I only called 611 every month and pd $30 a month no contract nothing my person owned phone it stopped working I told him I had o provider and refused to activate phone with no. Ave to have a phone have done this before and I have been ale touse old no and I do not have a provider I am a paraplegic and in serious condition I have to have a phone to call my drand others help

I only had the phone for 2 months and it stopped working
I called Trac phone and they told me to send it back
I keep calling to find out why i have not gotten my new phone
I've been waiting for 5 weeks and still no phone
Sometimes when i call they hang up or start saying Can you hear me? Then hang up.
They lie to me and say the phone will be sent out he next day...
What is wrong with these people?
What is there problem?

I used tracfone prepaid service for a number of years. never had any issues still now . my service was cut of as of 07/2023 I still had service time still owed to me .but when calling corp office , to speak to a manager. I was given the run around . with questions only a idiot could make up. no other person could explain why my service end it so soon. I regrettably had to buy a new phone. with tracfone

however If there is anything you can do for me, it would be appreciated

ordered samsung galaxy a14 5g from website on 7.5.23. Got email next day from tracfone that phone was on backorder and they would ship it when stock was refilled.

I have been a customer for 25 years. I was able to go to WalMart and get the same tracfone from them. I called tracfone on 7.9 telling them to cancel the order since I was able to get the tracfone from WalMart. They refused to cancel the order even though they do not have the phone and the phone is still on the website for purchase! I was told to call the next day, 7/10, which would be 3 business day and they would refund my money and cancel the order.

I called on 7.10 and they said I was misinformed and they have no way to cancel the order. I was talking to a supervisor. I asked to talk to someone above her and she said there was no one else to talk to, I could not talk to her supervisor.

She refused to refund my money and cancel the order. She told me to contact the bank and cancel the transaction.

Someone was to call me back, another supervisor, an hour ago and they never did.

Somebody has authority to cancel this order. They stole my money and are selling products that they do not have!

Tried multiple times to access account. I was denied each time. Tried to change password multiple times in case that was the problem. Never received an email from Tracfone to change the password. Called multiple times for help. Got a ticket number ([protected]) to have issue fixed. They could never fix the issue and HUNG UP ON ME 3 TIMES.

This occurred between the dates of July 3 and July 9.

The end of June I had an issue that I lost all service to my phone. Error message said "you were unable to sened a text message due to a device restriction or insufficient funds. I have a service end date of [protected] with a years service, had almost 5 GB data since I use wifi and not data, and never received any warning that I was going to run out of minutes or texts. I had alot of minutes since I hardly ever use my phone to call someone, we have a landline and I use that. I had over 2500 texts at the beginning of Jan after starting a new phone and find it hard to believe I had used them all, but had not checked my usage for awhile since I knew I had plenty. Well I called customer service and was told I used up my service, but when I told them my plan goes to January, and after going back and forth for a day, they said they would start my plan back, but I didn't get any data or texts back. I was supposed to receive a call back but never got one. Called again, was informed they would resinstate my plan's minutes, texts and data but had to wait a day to see it. Another day goes by and got some minutes, but nothing else. I was told I could contact them again. So we were gone for a wedding, and busy and when I called again to the resolution dept, I spent another hour on the phone with a rep who just kept repeating I consumed everything and nothing they could do. My phone says I have used only 14 mb of data in the last 30 days, so someone has stolen all my minutes, data and texts. I advised that I would have received a warning if I was getting low, but the rep kept repeating there is nothing they can do since it is used . My tracfone account is messed up also, both myself and my husband have phones and lines with tracfone, but we can not see his info at all. I have advised that someone stole my minutes, data and texts and got no where - to the extent, I have to buy something I have already paid for. I am going to notify the BBB.

Purchased 8g data from Best Buy on 4-2-23 for $40. Activated it immediately on Tracfone. The data balance never showed up on my dashboard from Tracfone, but I was able to use some of the data, and I could find the balance by texting 611611, at least until they suddenly expired all my data in June 20223. Then tracfone expired the data on 6-1-23 because they claim that the was the end date of my unlimited plan, even though my talk and text minutes are good until 8-7-23.

I have been a tracfone customer for 12 years and my phone (1 year old) quit working. It said"phone has been deactivated". Called customer service and they keep transferring me different people until they hung up. They said they couldn't help me if I couldn't verify my account. They said they needed a 4 digit number. I may have gotten one 12 years ago but had not ever used it and so I didn't know it. They said there was no way to verify I was the owner so they couldn't help me. I said ask me the second security question because I use the same one, they said if I couldn't answer the first one they couldn't ask the second. I spent a total of 12 hours trying to resolve to get my phone re - activated with no luck. lost a years air time, 3000 minutes, 3.9 gig data, 11,000 texts. Having been told that there is no way for them to verify the account they couldn't help. I got tried of running around in circles with them have to go to a different service. They were NOT interested in helping solve the problem.

Stolen minutes from my daughter's EMERGENCY phone. My daughter doesn't use this phone at all except to call family. No texts were used, and only 15 minutes accounted for. I don't like technology for kids, so I opted for a flip phone for my daughter's safety only. I opened her account and it shows all of the minutes and data wiped, when 2 days ago it was full!

After being a loyal customer for a couple of years, they switched to the Verizon network. I ordered my new SIM card, installed it, and nothing happened. I spent an hour on the store phone at Best Buy trying to get it to work. They tried so many codes it locked out my SIM card. Bought another one and nearly locked that one out, too, but I managed to get it to work with a 10 year old Tracfone I had laying around. Because suddenly my Samsung Galaxy S8+ phone wasn't compatible. This took another two and a half hours. Then they cancelled my service because I didn't pay, even though I've been on autopay since day one. Got the number reinstated. Will keep it long enough to move it to Mint Mobile. I couldn't understand tech support half the time, the other half they didn't know what they were doing. Tried the website today. It took them five minutes to ask me for my name and number after I stated my problem. After I gave it to them with no response, they said they were still waiting for it. Told them I already gave it to them. No more communication after that. 20 minutes of my day wasted. Worst experience ever.

Activated new phone and new plan. Account after 4 days, still does NOT show talk, text and data-all 0. My Account activation order shows remaining 363 days, but no numbers: unlimited talk and test-no data of 24. Chatted 5 times, 2 callbacks promised ; zero callbacks and 0 results. Just please show my remaining data numbers .

Ticket [protected]

Description: Wrong description, not closed, no results.

Also the case that came w/ the phone messes up the speakers for talking and Audio play. No one knew this, found it on you tube. Restart the phone is the only solution CS gave. Tracfone Wizard was suggested for transfer to new phone, it does not exist anymore, for years. Customer Service is useless.

On June 25, 2023, at approximately 5:10 pm, I was on the phone speaking with a friend, when I was disconnected. When I tried to call her back, i received a recording message that I was unable to make any calls.

I contacted Tracfone at approximately 6:10 pm to purchase minutes, and when doing so, the employee was indicating that my atm card was not being accepted, which took over 30 minutes to insert into her software, which was not completed as of yet.

I asked to speak with a supervisor, which was named "Gloren", and she inserted my atm card information and it was accepted asap, as well as my minutes! she also informed me that I had 100 minutes prior to calling, which indicated that I should not had been disconnected from my phone call in the first place!

Sincerely,

Pamela J. Frazier

On June 6, 2023 I sent my broken smart phone UPS to RMA#1070984-TRAFONE WIRELESS INC

5501 CENTREPOINTE DE.

LA VERGNE TN 37086

I have called many times to get no answer except to be patient with them. The warehouse had not received my phone. According to the tracking UPS it had! I need a phone I am a senior and need to have a phone for emergency. Please look into this for me. I tried everything I know how to do.

Thank You for your help

Marilyn

I spoke to several Customer Service staff about this situation since March and get numerous excuses and no phone. I purchased the Blu View 2, black smart phone, order #[protected] for $29.99, smartphone $25 service plan with mobile protection. I have yet to see my replacement phone since it broke. I bought the phone in March 2023.

Phone number [protected] and ticket number [protected].

I purchased another smart phone online prior to this one in March, phone number [protected] and ticket number [protected] which did not have the mobile protection but I did send both phones back at the same time, March 25th.

I have spoken to the Customer Service Department numerous times and they tell me it's in the warehouse and will be sent out in a couple of days. Where is

the phone? I am still waiting for the phone.

Order a new phone on 6-8-2023 it arrived [protected]. Activated it [protected]. On [protected] I called to have my minutes text data from my existing phone transferred to the new phone. The person said ok after being on hold I was told it was done to turn off and on my new phone to get the transfer if that did not work wait and hour and try again. It did not work, I went on line to my account and found my old phone had been inactivated, not by my request, and none of my service was transferred to my new phone. After an hour I restarted my new phone and the minutes were still not transferred so I called back that evening. The person asked a lot of questions I gave her all the numbers told her what the problem was. She gave me a ticket number [protected] and said I would get a call back in 4 hours which would be about 7 pm.

Never got the call back so the next day on the 16th I called back. Talked to many people, got put on hold many times, hung up on 4 times. No one would help me so I called Tracfone Wireless Headquarters 3 times. Everyone said they could not help me. The last person said she was a manger and that she couldn’t give me my minutes back because I had not used the old phone for over 30 days, which is a total lie. I told her it’s my only phone, I just used it 3 days ago before you inactivated it. She kept repeating that and I told her that was not true, so she hung up on me.

My wife and I have been Tracfone customers for over 20 years and have never had a problem until now. I spent many hours on the phone trying to get this correct and was treated very badly and cheated out of nearly $2000.00 dollars of service. I told everyone I had a screen shot of my service I took before I called to have it transferred just in case something happen, no one wanted it or cared.

Since no one at customer service would help I am going to do whatever necessary to recover my minutes, texts, data, and service time. If no one at Tracfone will help I will be filing a complaint with the Better Business Bureau, every other agency I can find to complain to and I am going to file a complaint with my State Attorney General’s office.

I have a complete text of the chat I had before purchasing and was told the service could be transferred to the new phone. I was also told the warranty was one year, when I got it on the box says 90 days. I was also told I would get it in 2 or 3 days but it was 6.

Original phone now inactivated, IMEI [protected], phone number [protected]

Munites 7328 Text 1569 Data 2.30 Service Period 296 days left period end 04/07/2024

New phone, IMEI [protected], phone number [protected]

Talk & Text Unlimited, no Data, Service period 27 days left period ends 07/14/2023

Someone please help me,

Sincerely,

Ken Snow

Please. Nite. On. 5/ 2823. I. Was. Shut. Off. AZ. TracFone. Claimed. No. Minutes. And. I. Took. A. Monthly. Temp. restore. White. I. Decided. Why. To. Wait. My. Times. On. Crooks. On. 6/15/23. Tracfone. Claimed. I. Had. Used. 590. Minutes. Which I. Hadbt. I. Want. My. 2. Month's. Of. Service. Of. Service. Returned. At. No. Charge. Free. For. 60. Days. Your. Customer. Rep As. This. Car. WZ. Useless. ABC. Charged. Me. Another. $1099 plus. Tax. For. A. Phone. I. Had. Not. Used. For 5. Days. Someone. Has. Compromise. My. Account. At. TracFone. St. It. Legal. Review. My. Phone. Is. Off. And. I. Only. And. 2. 2. Minute. Phone. Calls. Since. Yesterday. Fix. My. Minutes. Now! Yiu. Are. Draining. Ne! Forwarding This. To. The. FCC. For. Their. Review. And. Legal. Repercussions! I. Have. Struggled. With. Your. Inept. Customer. Service. For. 2. Years!

Earlier I filed complaint # [protected]. I received notice that Tracfone had made a "good faith settlement, and the complaint is resolved. That is not true! Tracfone promised to transfer the unused minutes (1,696) and service end date of September 24 to the replacement phone. My original complaint is not resolved!

Minutes and one year of service was purchased at Walmart on 3/11/23, The phone replacement is for the phone I bought to replace my 3G with one capable of operating at 4G. That phone did not work properly even with the new SIM card Tracfone sent. When I tried to activate the replacement phone they sent Tracfone insisting that I must buy more minutes. I just got shart changed $100 of minutes. I am not a satisfied customer, and the original complaint has not been resolved!