TracFone Wireless
reviews and complaints

tracfone said my old phone was not going to have service any longer and offered a free phone. I got the new phone and tried to activate it and carry over the 677 minutes I had accumulated. After talking to the damned computer and the third live person I hung up and destroyed both the old and the new phones. Because I couldn't meet all the requirements for verification they wouldn't transfer the minutes. I'm 77 years old and the phone is only on when I leave the house, which is rarely. I couldn't remember what email address they have or what numbers were last dialed. I've chamged email addresses over the years and the phone is cleared of all logs because the phone was full of tracfone messages every time I turned it on.

Both my wife's phone and mine stopped making or receiving calls (test was still working and still is as of today). Contacted Tracfone and the rep could not figure out why(so she said). Unable to check minute balance so ordered new service cards for both phones. Finally able to get into the tracfone account and found that we still had unused minutes and texts as well as service. Called tracfone again, got hung up on. Finally tried to order a new tracfone, it would not activate, saying no service available in my zip code. Today 3/18 got an email saying we needed to buy new phones. Well golly, already tried that, have the new phone packaged for return tomorrow. Tracfone used to be a decent outfit, looks like Verizon has ended that. Going to Cellular 1, their phones work. Had my wife not needed a phone that works for her job I probably would not be so angry, but so it goes.

My tracfone quit making call over two days ago...Ive chatted online...talked to a computer...sat on hold for hours. Got hung up on...after getting a person i was told to restart my phone...already did that 9 times...she couldnt figure it out...transferred me...got hung up on. Now my phone has a 30 day plan bought on march 7th?...so when it quit I bought another 30 day plan 3/17...still my report on usage reads ZERO. I want a refund...I Need to make calls daily and this is making my very upset. Word of mouth!

On Wednesday March 2nd, my family became aware that 3 phones were no longer working. Apparently, 3G service was disabled. The closest we came to a warning on this was that my son realized the he received a warning about this the day before the phone became inactive. We received 3 phones from Tracfone and was able to get two of them working.

The third phone is a nightmare. In order to transfer the phone number, minutes and days over to the new phone, they want to send a verification code to the phone. This will not work because 3G service no longer works. As an alternative, they want to know the credit card number used to purchase time. Unfortunately, my son updates his phone by buying phone cards for cash. So this is not an option.

I have made multiple attempts to resolve this. I thought I was home free the other night (March 14), when they offered me the option of supplying the serial number from the original phone along with two numbers dialed from that phone. Unfortunately, there is something wrong with their phone logs. Even though my son dials home almost every night with this phone, their logs were not showing this number any other number that I supplied. This is an error on their side. The offered a new number, but that would mean loosing all time and days purchase prior to when the phone stopped working.

I can supply them anything they need to know about the old phone (Serial Number, Sim Number, anything). How do I convince them that this is really my son's account? I need to be put in contact with somebody in this country. Not the outsourced number [protected]) that is on their website.

Between the dates of 3/01/2022 and 3/15/2022 my android phone which was on contract with TracFone for at least 8 years was suddenly blocked from making/receiving calls and text with no warning from TracFone. I contacted an agent and average wait time was 45 minutes to 60 minutes. I was told to purchase a new SIM kit from TracFone with 3 choices of SIM. It took dozens of calls, each having wait times of 30 to 60 minutes and longer. I was even told I would be transferred to an agent with higher powers to provide technical support. For this I was placed in another call wait queue and waited another 30 to 60 minutes. When the phone finally began working, it suddenly became locked and could not send/receive any calls. I purchased an unlocked iPhone 8 Plus and per TracFone agent's instructions placed one of the recently purchased SIMs from the 3-SIM kit. It took another couple of days and a number of calls with wait times typical as above till the phone was re-registered with TracFone. However, my automatic renewal for the next contract cycle was not honored by TracFone and the phone reverted to no ability to call/receive again, and without warning or explanation from TracFone. At this point I terminated by credit card from their system and moved to a new carrier who invested another hour plus of wait time to talk to an agent to unlock the phone which required knowing its account number which only TracFone keeps close to their heart.

I learned Tracfone had to discontinue my 3G service the end of February 2022. I had over three thousand minutes and I did not want to lose this. I was finally able to contact Tracfone March 10, 2022 about transferring the minutes to another cell phone using their 5G service. I gave the representative my Tracfone number, [protected],my work number, [protected], my name, Joan Stelianoudakis, and my CURRENT email address, [protected]@gmail.com. The representative proceeded to process the order for the new phone and have it shipped to my home address. I asked to have the phone sent in care of my client's address where I will be available to receive it, c/o Work-O-Lite, 522 Cortlandt Street, Belleville, NJ 07109. The representative emailed the order no., [protected] to me. Before I terminated the call I reviewed the information and the representative listed the WRONG email address ([protected]@verizon.net) and the WRONG address as "Joan Stelianoudakis, 522 Courtland St, Elizabeth, NJ 07202." I DO NOT reside at this address AND this address does NOT exist. I tried to correct this but the representative did not want to be bothered. I called back several times and each time I was on HOLD for more than thirty minutes and ultimately disconnected. I suspect I will lose the minutes I had already paid for (approx. $346.50) and I will be charged for the shipping of the new phone I will never receive in the amount of $5.28.

My cell phone was shut down without notice on 3/2/22. I called the company and they claim my phone is no longer compatible with the service they provide, they upgraded. They claim they had new phones but are out of them. I asked for my money back but said no. I am paid up until November 2022. I cannot understand how a phone company can shut you down without notice. I used that phone for emergency purposes and now I have nothing.

email address, password, security question, etc., which has been used for years, is not being verified (and also can not get into My Account) so can receive free new upgrade (from 3G to 4G) phone. My info worked when I received free new upgrade phone a couple of years ago. Now Tracfone is upgrading again. My phone number is [protected]. There is no service now with cell phone. Tried several different towers, no service. Tech support wants to send me text message, but can not receive it with no service. Still have 475 minutes and service until August 3, 2022 on my phone. Phone is worthless now.

[protected]@gmx.com

Helping my Sweetheart to get service and upgrade phone!

Tracphone are the biggest liers ive ever seen very bad company!

Came two days late and the confirmation email was not from tracfone who I purchased it from. The sales person was nice and he was patient in all fairness. It was from "Total Wireless" who ever they are. Charged it up but the on button doesn't depress or work. Others on the internet have spoken of this problem with BLU® VIEW 2 (B130DL) Brand new phone. Can not resolve with tracfone because the wait time is over an hour at least. Tried later in day same result. No call back option when your turn arrives. Aggressive ads entire time on hold adding insult to injury.

Chat button on website has been inoperative for many months.

Sincerely

David McC

There is no way to talk to a live human. The website has no such option. My simple question is/was "where is the "add airtime" selection on the menu on my phone. It doesn't exist! The instructions that came with the phone told me that was what to do to add airtime.

03/03/2022. My husband brought a tracfone in 2011 and had no problems with buying minutes. He recently topped up his phone to keep his minutes activated longer even though he had enough minutes. Tracfone has since deactivated his phone so that he is unable to make any calls even emergency calls have been deactivated. the reason for this apparently is to force my husband into getting a smart phone covered by the tracfone service for which he must sign up for. My husband is 71 years old and doesn't want to change his phone he was happy with what he has got. He is now left with no phone and over $150 worth of minutes recently put on his phone. He had no letter or message telling him they would be doing this, it is very underhand, and they are inundated with calls from unsatisfied people they are forcing to change how they get their phone service. My husband's name is Terry Wayne Hicks, and we begrudge waiting over 2 hours to speak to a responsible person who is going to listen to our complaint and not keep trying to set us up with a contract we do not want!

In the last month, I have used 1.5 Gb of data from cell/mobile data network and have used 12.0 Gb on various WiFi networks. I know this from the internal Android system logs as well as from network usage apps. Tracfone gives me 8 Gb of mobile/cell data for $40, but claims, erroneously, that I have used over 14 Gb of mobile data in the past month. They are acting improperly. When I talk to customer support or technical support, there is a language barrier that they refuse to resolve, they cannot understand that when their "screen" tells them I have used 14Gb of mobile/cell data that it is wrong. They will switch me to a supervisor who will spend 20 minutes asking the same dang questions as the previous agent to allegedly verify my identity, and then proceed to tell me they don't know what I'm saying and can't do anything about. I tell them I want to start a trouble ticket, and incident, and I want a case number to prove the investigation has been started, and they say they don't know how to do that and switch me to someone else, and the cycle repeats.

January 30, 2022

TracFone Wireless, Inc.

9700 N.W. 112th Avenue

Miami, FL 33178

Attn: Executive Resolution Department

To Whom It May Concern:

I am writing you as it appears I have no other option since attempting to communicate with those who do not speak English as their first language is impossible. I have spent many hours on the phone with your customer service (?) reps with absolutely no resolution and utter frustration.

Last month I attempted to log into my account as I received a notice that my payment was overdue as my payment method had denied your payment request. After over 3 hours of phone time with your customer service (?) I was still not able to log into my account. I explained to your customer service (?) reps that I had NOT changed my payment method since I initially opted for auto payment. They argued that I did but could not prove what payment method was in my account. Eventually I was able to log in and discovered that my payment method was correct and that the fault was on TracFone. I eventually got someone competent who did get the payment made before I lost all of my minutes and data.

Last week I attempted to log into my account to change my payment method as my card had been hacked and I had a payment coming up. I was unable to log in and so was again on the phone for over 2 hours with several customer service (?) reps who attempted to help. After my frustration level was to the point I was afraid I would have a stroke, I hung up and decided to wait even though I knew my payment would be late.

Yesterday I again attempted to log into my account. I was sent several verification codes and I requested a password reset several times and each time I clicked on the link TracFone sent me, it took me to your home page but wouldn’t allow me to change my password. I had difficulty understanding your rep and asked for a supervisor whom I was also unable to understand so again hung up without any resolution.

I have had enough! TracFone apparently can’t provide good customer service and obviously is unable to correct technical issues on your website as they continue to exist. This makes it impossible to me to manage my account. Therefore, I am requesting a refund for the 996 minutes I have already paid for before you remove them for non-payment – WHICH I CAN’T MANAGE BECAUSE I AM UNABLE TO LOG IN TO CHANGE MY PAYMENT INFORMATION! I am on the 60 minute/90 day plan with triple minutes so 996 current minutes divided by 180 minutes (60xtriple = 180) equals 5.[protected] payments times $21.25 ($19.99 plan + 1.26 taxes = $21.25) = $117.58 AMOUNT DUE REIMBURSEMENT. Since my cell phone is NOT A BODY PART, I will not miss not having one. Therefore, upon issuance of the requested reimbursement, please cancel my account. If you would like, your customer service rep in the United States who speaks English as a first language, can contact me at (number provided in original letter) and identify your caller as I don’t answer robo calls.

Just minutes ago, I made yet another attempt to access my Tracfone account and again without success as I get “we are unable to validate the information you provided” after entering my password, which by the way, worked the last time I accessed my account after changing it again.

I then contacted Tracfone by phone only to be disconnected by your service rep while I was in the middle of trying to explain my issue. It has been 45 minutes and I am still waiting for her to call me back.

Because of all these issues with Tracfone, I am again requesting the same as I did in my original letter dated January 30, 2022 which is attached. Since I am addressing the Executive Resolution Department, I would think the least you could do is respond to my letter either by mail, email or phone, all of which you have access to.

I do not wish to add any more minutes to this phone. As of this date, 2-25-22, I have 993 minutes on my phone, only 3 minutes less than I had when I wrote you a month ago, which should show that I DO NOT USE THIS PHONE AND I DO NOT WISH TO CONTINUE ADDING MINUTES WHEN I AM AN EXTREMELY UNHAPPY TRACFONE CUSTOMER.

So, as I requested, please issue me a refund for all minutes currently on my phone and then kindly close my account which I am unable to access.

alex i am still trying to get this problem solved. i purchased more air time so i could try again. i called on 2/22/22 but was given the run around again.i wasted another 13 min air time. i tried to just forget the free phone and purchase a phone at walmart but they were out of stock. i want to stay with a flip phone if possible, but anything would be better than nothing. i tried to contact your chat line by clicking on the link above but it asked for my credit card info. i understand that the free phone offer is just a scam to waste my airtime and steal my money. i only wish that i had not wasted more money when i purchased the new card. i do not understand why i am the one who gets screwed because your people do not know what they are doing. they tried to email me a verification code abunch of times but it takes a while to go through so by the time i get it they say it has expired. and they end up telling me they have to text me which no one can tell me how to do. you can go back and check it out. if you even really record the calls. i have been a trackphone customer for years to bad that does not seem to mean anything to trackphone. since my phone is going to stop working tonight you can not call me but please email me asap if you are willing to correct this situation. i have to go to the library to use the internet so i will not be able to respond quickly but i will reply. if you could just send me a phone that would be great to. my address is 671 south 4th st lot number 4 camp verde arizona 86322. i will keep checking my email waiting for your reply. gary keller.

this is [protected]@gmail.com. I have tried several times to get my free phone and have spent hours of my time and airtime, that I paid for, with no result. I already made a complaint and I received an e mail from alex that told me to text but I do not know how to text and when I called your rep could not or would not tell me how. now I tried to do something on the computer with the chat thing alex gave me but they want my money and credit card info before they will help. now I only have 6 min airtime and 355 days left and my service is due to stop today. so I do not have any way to go. I guess that was the plan all the time.

I tried porting my number to another carrier. I used tge text chat and asked for my account number. The text said: are you porting you number. I said yes. No response. Then I tried to log into my account and it won't let me. It was working until I texted them. I tried texting them again and no response. Never had an issue with accessing my account or using the 611611. I have been a customer for 15 years. I am extremely disapointed with Tracfone now. The customer service phone number is a joke. So they are now going to lose me as a longterm customer because of this.

Date 02/18/2022, time approx. 3:45 pm to 5:30 pm. I got a message that my phone would stop working on 02/22/2022 and to call for free phone. I called but was cutoff 6 times after transfers. Then talked to supervisor who kept telling me to get phone I had to read a verification number back but she would only send it by text even though the other people had sent the number by email {6 times}. I do not know how to get the text, and she would not tell me how to get it. So I was not able to get a phone and I used up 94 min. airtime for nothing. I only have 11 min. airtime left and I will not buy more airtime to call back, so please e-mail me asap. My e-mail is [protected]@g-mail.com. If you care about your customers, and can resolve this as in send me a new phone and replace the airtime that I wasted plus time that I will have to use to transfer my min. and days to the new phone, I would like to continue my service. If I do not receive an answer soon, I will look for another service provider and never use track phone again. Also, I will spread the word on social media how track phone treats its customers. Thank you.

Tracfone kept sending Emails and text message to me that I would lose service if I did not purchase a new SIM. So I clicked on the link and ordered a new SIM, which was free. The said I would not lose my current triple minute plan or lose any of my minutes, data, and text. I lost them all and they even made me buy another phone card to activate my phone. I had to call TF several times, and each time they transfered my call, it disconnected. What a terrible service.

I lost over 7GB, 4055 minutes and 1037 texts.

They told me that what they showed was correct and would not believe what I was telling them. Their Web site under account management, still shows and error when I try to get info on my phone ending 3795

I bought a tracfone on the 13th of Jan, it's Been a month and it hasn't even been shipped yet. I've spent 30 + hours on the phone with customer service and still they don't know what happened to the phone. Very frustrating!