TracFone Wireless
reviews and complaints

Dates contacted TrackPhone
11/6/2021, 11/15/2021, 11/8/2021
Reference to: Minutes added to phone on 10/31/2021.
I have called the customer service number on the above dates to discuss minutes added to phone #[protected] on 10/31/2021. Everytime I have called the representative has hung up on me. I explained each time that I added minutes and my phone was cut off and I needed someone to check what the problem is. Each representaive I have talked to is not able to speak fluent English. When I requested to speak to a person that I could understand I was hung up on. To this day I have not gotten anything resolved. I'm out $20.00 for minutes I purchased & added. I have had a trackfone for a long time and know how to add minutes. All I want is for technical support to research this and find out what happened to my minutes. I have gone to the Trackfone website to do chat, but nowhere does it have "chat now", or "begin chat". Nothing to activate the chat. What is the deal with this company?

Good luck people below im at 7mths. A counting.Im 70yrs. Old there waiting for me to die. Every one of you stated the same complaints and problems I've been having since my son was killed. Im gonna start with my Facebook page and go from there till someone does something instead of holding their hand out for money from us and govt. Paying them. Stay safe. Diane higley p.S. Hope they don't delete my msg. Here, they didn't post my 1st. One said I made an error. Night.

I own 4 (that's FOUR) Tracfones, and each of them was working until sometime around the 22 or 23 of September. At that point, when we made calls from our home, we could no longer hear or be heard by the party on the other end of the call. When I called Tracfone about this issue (the first time), all they wanted to do was troubleshoot the main phone on the account, even though I repeatedly explained that ALL 4 PHONES were experiencing the same problem. My 2nd call several days later resulted in me waiting on the phone for many minutes outdoors to speak with a representative, because that was the only place I could hear or be heard. They finally told me on that day that there was an "outage" in my area, and to give it 4 hours to resolve. After 4 hours, there was no improvement. In fact, as of this date (10/04/2021) there has still been no resolution. I have been a Tracfone customer for many years, and been frustrated many times by their poor service, but this is the final straw. I am done with them.

For over 4 hours i tried to active a new phone with the old number from the old trac phone i had. Again and againi kept being told it has to initialize. Turn it on, turn it off, wait 20 min try to make a call, i would make the call voice would say press 1 for english...Huh? then i was asked numerous times for serial number, sim card number. Go to setting, try airplane mode on for :08 then turn off, reset network again and again. After all this told to remove sim card from new phone then told it was not right sim card...Wth!?! it was for an alltel, alltel wireless was a wireless service provider, primarily based in the united states. Before acquisitions by verizon wireless and at&t, then i was told the services of two phones in question, my old trac phone was at&t and the new was verizon and that it would take several hours to complete process. Then told oh sorry, cannot be done. Then i asked to restablish the original sim card back in my old trac phone, they the sim card was terminated, but the minutes and servvice were still there, that i had to get another sim card but not told how or where. Or just buy another phone and sorry you are going to lose all minute and srvice days!
the phone i called was [protected] spoke to ver 6 different people. New device lge lgl 455dl - software version l455dl10k - phone id (imei) [protected] sim id (iccid) [protected] phone number not available - battery health 100% - ram status 857mb of 1915 mb available. My old phone sim app icc-id [protected] - imei checksum: 2722 random number [protected] - phone information my number [protected] -manufacturer lg electronics - model name lg306g -device id [protected] - hardware version rev 1.0 - software version 306g10c - language english
name gina gertsen
email: [protected]@verizon.Net

04/09/2021 I ordered the activation of my deactivated phone number +[protected] and paid $ 50 for AIRTIME service. However, 6 days have passed since last Saturday and the service has not started its work. I made several calls to the support service, but they constantly switched me somewhere and the issue was not resolved. Therefore, I ask you to return the money paid by me in view of the impossibility to use the service.

On August 16th, 2021. My Samsung A01 started constantly sending message alert notices without the alert feature being activated. It should be noted that I purchased this phone from Tracfone in February 2021. On August 17th, a Level-1 Tech attempted to correct the "alerting" problem. Needless to say, as a CompTia Trained Techie, the representative was reading from a manual! I then requested a Level 2 Tech who was marginally better skilled, yet I still spent more than 2hours on the phone with him. The Samsung A01 is a backup phone for me. as I am a specialty physician and require constant availability during this pandemic. The phone "message alerting notices" began again on August 19th, 20th, and 21st. Tracfone was once again contacted, this time the "corporate manager" stated that the phone was defective and needed to be replaced. Shen then generated a replacement ticket (#[protected]) and provided it to me. Stating that a replacement phone would be sent by UPS in 3-5 business days. Checking my mail each day past the 3rd day of my speaking with Tracfone representative, On August 23rd, 2021, I phoned to inquire about the status of the shipping of my replacement phone. It was then that the barrage of lies, uncanny deception and the transfers of my calls to the next "level" of service representative escalated. On the aforementioned date, the representative stated that the defective phone would have to be returned to Tracfone before a replacement phone could be shipped out to me. As a CompTIA Certified Technologist, I quired the male customer representative as to why one would send back the defective phone before having backup all the data that was on it. It is noted, that at no time had any of the Tracfone representatives spoken with, had even considered the mere fact that a defective phone would have personal data that should be removed before sending the phone back fr replacement. A VERY clear sign that Tracfone has unsavory business practices using lies, deception, and thievery with its customer base. All customer representatives' names that were spoken with, the content of dialogue during my NUMEROUS and lengthy phone calls, dates and times are well documented and will be used in a very explicit formal complaint with the FCC. I have contacted and engaged with Tracfone representatives more than 10 times since August 16th, with the most current one occurring today, September 7, 2021. The downright lies have escalated to a point where the "corporate manager" stated on TODAY that the delivery of my replacement phone would be done by FedEx rather than UPS. When I asked whether he had made an error in his statement of couriers and he reiterated that the shipping of my defective phone was by UPS courier, however, the replacement phone was to be shipped by FedEx. Please note the escalated lie seeming occurred when I challenged the "Corporate manager" to provide to me as a customer the Tracfone process used after the shipping of the defective phone was received in the warehouse at 5501 Centerpoint Dr, in LaVergne, TN. Without his being able to provide a logical explanation, he then transferred my call to another "corporate representative". Each phone call since August 31st, 2021, the day the UPS tracking number showcases the shipping delivery of my defective phone at 8:00a EDT at the warehouse. On the following days/dates, September 1st, 2nd, 3rd, and 7th 2021, each "Corporate manager" spoken with ( truth be known there is no such personnel) for these are simply just regular customer representatives located in different parts of the world, has altered the lie about what will transpire with my receiving my replacement phone. Today, September 7th, 2021, I had one of my legal team members query the "corporate manager" about the shipping and delivery of my replacement phone. The questions asked were simple yes/no questions. She failed miserably and after 3 questions she went back to the script used by Tracfone employees, which is "after the UPS courier (NOT FEDEX as her male counterpart had stated no less than 20 mins earlier) creates a tracking number the replacement phone will be shipped out in 3-5 business days. I asked her who gets the notice that a tracking number has been generated, the warehouse in TN where the replacement phone is to be shipped to me, OR the Tracfone headquarters. She could not answer that simple question. In not being able to do so, then how will I know who to contact to determine if a tracking number has been generated so that I can follow the replacement phone's expected delivery date. Without a doubt, after easing numerous complaints and specifically a complaint filed on August 2nd, 2021, that is ALMOST exactly like this one (MINE), the following is concluded:, a) Tracfone dupes customers out of their defective devices where WE pay for the shipping to a BOGUS address to a warehouse in LaVergne, TN; b) the defective device is then marginally repaired and RESOLD by Tracfone to unsuspecting customers as a REFRUBRISHED device; c)Tracfone, then plays the "wait it out the game" with the customer who shipped the defective phone to the BOGUS warehouse in LaVergne, TN with the intent of the customer relinquishing their device to Tracfone due to the constant lies followed by extensive delays in getting a replacement phone, which would equate to a customer loss and a Tracfone gain by way of THEFT/THIEVERY. Please be advised, under no circumstances will Tracfone STEAL my Samsung A01 personally paid for mobile phone or the number of 1yr of user minutes I have paid for, further DECEIVE me with the constant LIES about what processes they have in place, yet not one "corporate manager"/employee spoken with, can describe what is a standard process for a courier delivery that can be readily presented by all other REPUTABLE mobile carriers for shipping out a replacement. I am a 25-year customer of Verizon Wireless and know all too well how a customer is handled during matters such as obtaining a replacement device. Lastly, it should be noted, that I am filing customer complaints against Tracfone with every NOTABLE US consumer protection agency possible until I receive my replacement mobile phone. See attached UPS Tracking DELIVERY to warehouse document CONFIRMATION. Tracfone, WHERE is my replacement phone?

Bought TracFone and was told that I could buy a sim card from anywhere. I bought and had the phone registered with TracFone. The phone only has a gray screen, still works but because my son is special needs he cannot memorize numbers so he needs them on the screen. Even though the first rep told me that I could use any sim card the latest one wants me to buy a new card from them before she helps me. I did shut off the phone for several days but that did not work.

This morning all of my data, minutes and texts disappeared from my phone. I contacted customer service via their internet connection and after an hour of going back and forth with the customer service rep, the conversation suddenly ended with no resolution.

I then received a return phone call on a different phone (which number I supplied during the online conversation) from technical support and spent over 30 minutes while he tried to fix the issue. Then I suddenly got a recording that said if I want to file a complaint, these are the steps I need to take (which were absolutely ridiculous), and then the call ended. My phone is now listed as inactive on the Tracfone website. I'm switching over to Consumer Cellular.

I ordered a phone. On August 22, 2021 I received an email saying it had been shipped via Fedex 2 day shipping. However, when I track the shipment it shows Fedex hasn't even received the package yet.

I don't get anywhere talking to TracFone. They just keep transferring me to people who say "It's been shipped", etc. Please Help!

It is order #[protected]. Name: Barb Stenger Email: [protected]@gmail.com

This has happened many times before as the new month comes on.
I have SMS service with tracfone far into the future. But the SMS service gets shut off - turned off - a period of time before the renewal time usually around the first of the month. Forcing me to do with out the SMS service or renewing it earlier than I otherwise would have to.
I have called to complain, I have sent emails, I have rebooted my phone, I have waited for someone with a foreign accent describe what to do, I have read messages saying they apologize for the inconvenience but still the problem exists - I am waiting to have someone REALLY fix the problem and not apologize.

Tracfone didn't send the replacement phone until 31 days after the old one wouldn't receive calls. Their policy is to remove accounts after 30 days, so I lost almost 2 months of service and over 8400 minutes, according to their employee. I have called many times, trying to get my account reinstated, but the answer is always the same: "Sorry it is deleted and can't be reinstated. There also is no refund available. I wrote through this site and they responded saying I should talk to the same people who say there is nothing that can be done."This is Alex from TracFone Wireless. We are responding to your recent complaint. We are really sorry for the negative experience that you've experienced with our company. Allow us the opportunity to further investigate on your feedback and see what we can do to help you. Please contact us via chat at http://bit.ly/2qdrKHH or call [protected]. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611. Thank you. "
How many times should I ask them to investigate before they change their system?

The letter sent and ignored by corporate office
I have been a Tracfone customer since 2003. In early April, while traveling, I became frustrated with my phone because when receiving a call, the malfunctioning swipe function made it impossible to answer a call. I could look at the call history and return the call on Magic Jack, but the purpose was to have a phone so people could reach me.

I believe it was April 17th when I called your support people. They tested the phone and said I would need a replacement phone. To get one, I had to first return the malfunctioning phone to get the replacement. I was concerned that being without any phone didn't make sense, but was assured that was to only way to get a working phone. I was also told at this time that my prepaid time would be put on hold during the time I didn't have a phone. At this time, I had almost 2 months service and over 8400 minutes, according to your staff.

Weeks passed and I started calling to find out why I didn't get the replacement. The answers varied from no phone on the way to will resend, etc. After getting very upset, I was told one would be coming.

Finally I got the phones after 31 days, but it didn't work. I called and was told you delete accounts after 30 days of non-use. They were able to reclaim my number, but the prepaid almost 2 months and 8400 plus minutes were permanently deleted. You should be able to verify the exact credits of time and minutes in the chat notes.

I am asking and expect a full reinstatement of the deleted account, time and minutes, or a check for the almost 2 months service plus 8400 minutes.

July 5, 2021
Online I gave a credit card number for 90 days service and 60 minutes, This is never automatically added to my phone. I usually try to do it on the phone but it is now impossible to get a live agent. Every time I call the automatic message is that the transaction is pending and to call back in five minutes. I tried to access the chat function as I have done in the past. But the chat does not work. There is no button to access now.

I need the code numbers that have to be entered in my phone,

The 365 day $199 unlimitted min / text, 20gb data is not a add on to your current contract as it starts only after your current data min and text's are consummed.. They are a little shy of any indication of this fact

5/22/21: reported lost Tracfone. Brielle: "You can keep your number and minutes (over 300 minutes) when you receive your new phone. " 5/25/21 - 6/8/21: talked with Margarita, Jessica, Nelson, Cyndi, and Mark, who confirmed that I would be able to keep my number and minutes.
6/8/21: received correct new phone. Jeanette, Rolly and Mary still confirmed that I could keep the number and minutes. But the phone registered a new number. I was told that my old number had been put on the blacklist due to having been reported stolen. It would take 72 hours to get the number off of the list.
6/10/21: start of 72 hours
6/13/21: 11:45 PM expected time for phone number and minutes to be restored.
6/14/21: Jan informed me that the number was unavailable, and the new number and associated new phone had been reported stolen. Mark told me that I would have to purchase additional minutes if I wanted to continue to talk with customer support. At this point, I had no working phone, phone number or minutes, after having continuous service with Tracfone since 2017. Why continue to stay with Tracfone? I should have gone to another provider on May 22 to begin with.

On May 19, 2021, online, I ordered a new phone. The order was processed on 5/20 (order #[protected]) and my VISA payment posted on 5/23/21. I expected delivery on 5/24 or 5/25 (FedEx #[protected]), but the package was "returned to shipper" according to FedEx, per Tracfone's request. That tracking number was # [protected]. Package/phone was received and signed for on 5/28/21 at 9:13am by R. Rey. I have spent over six (6) hours on the phone, trying to remedy this situation. You have my money and I do NOT have the phone. Customer Service has transferred me to refunds and I get a different person and a different story (promise) every time. "Roland" said I should have my phone prior to 6/3/21. and more recently 6/9/21 someone named "Apple" claimed that I should be receiving my refund any day. She claimed it was requested on 5/28/21 when the phone was returned. I have nothing by empty promises. I am a very unhappy long-term/faithful customer who getting ready to switch. Poor customer service.

Some reSin my ohonenumber new Samsung tracphone by the way!is the same if a mideastern financial investor "Mahoud b" getting endkes phone calls texts re MAHOUD!TRIED TO COMPLAIN TO TRACPHONE FCC. STILLGETTING OHONE CALLS TEXTS TRACPHONE WON'T STOP SAME! How can I end this? Thank you!

On Feb. 19, 2021, I went On-Line to Add Minutes to my Alcatel 392G Tracfone, as I have done many times over the years I've had a Tracfone. However, after the Minutes were not uploaded to my phone, I made several calls to Tracfone Customer Service and, thru a Chat conference, I was told someone would call me within 15 minutes. This happened at least 3 times with No Return Call. after 3 days, I finally talked with a "Live" Representative who informed me that they could not Upload those minutes I ordered, to my phone, as my Phone was too Old. I, Immediately, contacted my Credit Card Company and disputed the Charge. Tracfone, subsequently, shut off my Phone Service, completely. When I called Tracfone, again, I was informed that even though they could not Provide the Minutes/Service I had asked for, that in order for Tracfone to Turn my Phone back on, I would have to pay the Money I had Disputed, even though I would not get the Minutes I ordered. I was forced to go to a Different Carrier and Tracfone would not Port my Cell# to my New Phone. Now, if anyone calls my Old Cell# at Tracfone, it says "The Person you are trying to reach is not taking calls at this time". They refuse to Disassociate my Old Cell# with my Name and said that Message would Remain. This is Fraud and Extortion! How do I Resolve this Situation!

May 9th purchased one Samsung galaxy A21 S215 DL for $149.00 (saved $120.00) for my daughter in Mo. also one 30 day plan, total cost $170.05. She received on May 11th the wrong phone (Samsung A11 which is not what I ordered) Had to go thru hell to try and exchange phones to no avail. So she is returning it back and I will get my refund. Customer service seems to have their hands tied as to what department handles problem's.

I purchased a new phone on May 4 on their website. Normally I would have purchased in person but it offered 2 day shipping through FedEx. Today is the 7th of May and my order has not came. I checked with FedEx and it says tomorrow. I contacted Tracfone customer support and she said all online orders take 3 to 5 business days. Then why did the site advertise 2 day shipping? So 3 days after ordering all I have is an apology.
I would not have placed this order if I had known it would take more than 3 days.