TracFone Wireless
Reviews and Complaints

12/12/22

Last week I was unable to text or receive a call, make a call and access voice mail. After hours on phone w/corporate I was told I needed a new phone or new sim card. Nobody ever called me back. After further investigation, I was told I had no plan and they had no record of my existing plan which was( 4 or more GB, over 2,400 minutes and 750 texts). A nightmare dealing with customer service. I have a statement from my credit card company showing I purchased texts in November. Soooo in order to have a working phone, I purchased 1 G airtime. I am exasperated; feel cheated out of my contract to 3/3/23, Why in the world would Tracfone not have a record? I have been a loyal customer for many years. Now my new plan expires in June. I was robbed! Can someone help me go back to my original plan? This senior is thoroughly disgusted and angry!

Thank you!

Hello,

I have a single account with Tracfone that covers two phones. On or around May 27, 2022, I purchased a 1-year service contract for my primary phone ($138.69 including tax), and on or around November 11, 2021, I purchased a 2-year service contract for my husband's (secondary) phone ($220.52 including tax). These dates are from my record of credit card transactions and might be off a day or two depending on the time from purchase to posting.

Last night (December 11th, 2022) I attempted to make a call from my primary phone and received a recording saying my phone had been deactivated. This should not have happened since I still have approximately 5 1/2 months left on my service contract.

When I called the service center to attempt to resolve this I was told that there had been a purchase for an unlimited plan for 20 days that had voided my 1-year plan. Granted I had some trouble understanding the agent (didn't catch his name either) so the details might have been something different but the bottom line was 1) he could not tell me anything about this fraudulent purchase, 2) he could not tell me anything about my usage, and 3) the only way to reinstate my service was by paying them more money, and try as I might, 4) he could not (would not) connect me with a supervisor. He also said that it was a done deal and there is no way to get back what I had already paid for. Though sorely tempted I did not yell or use profanity but was eventually disconnected.

I called back and spoke with "Angel", who was much more helpful but could not offer me any resolution. She stated that they have no record of the transactions I cited, although interestingly enough they do have my credit card stored. She at least told me that if I get them the "confirmation numbers" of the transactions from the bank they can research this and I will get my minutes back. I still had to spend $17.72 (including tax) to have my service reinstated (it included text and voice only, no data). Interestingly, once the phone was reactivated, my data reappeared, although they "have no record" of my ever having paid for it.

Another thing, when I look at my account online, my husband's phone is now missing, although Angel was able to tell me that he has until June 26, 2023 on his plan (it should be good until November 11, 2023) even though they "have no record" of my ever having paid for this either?

There is another number on my account, which they list as Inactive Default_Old - [protected]. I have no idea what that is about, but this doesn't look legitimate and definitely isn't mine.

This is the weekend - Monday I will contact the credit card company and see if there is anything they can do, and if they even have confirmation numbers for transactions that are over a year old, but I am not hopeful.

I returned my defective phone 11/9/22 using the label sent to me. Was told I would get my replacement phone in 3-5 working days. After 1 1/2 weeks called and was told again 3-5 working days. Called after that and was told the replacement phone was put on hold but they would release the hold. That didn't happen. Called again after a few days and was told the phone was (finally) sent out. Received the replacement phone 12/1/22 and now going thru hell trying to get it activated. Been calling for 3 days and spoke to 5 agents. They can't validate the account, an account I've had for 9 years! I am again waiting 24 hours for a call back. Was told they have a system problem. I am getting physically ill over this. It was bad enough that they took $128 on 10/26 for a new 1500 minutes card when I still had another year left. I called on that day and they wouldn't reverse the transaction so now I have 4.77 gb, 11,169 minutes and 10,081 texts remaining and I can't activate the phone and they can't authenticate the account. This is the worse treatment I have ever received.

I have been on the telephone 5 times today with 4 departments trying to activate a new phone with my old number. I have been told the phone is activated and had no service initiated to the phone 4 times today i have been asked to prove the account with last 4 of the credit card and all 4 times this has worked. then on the fourth call eployee number (514786 tells me the card is incorrect. and refuses to transfer me to a supervisor and then hangs up on me. this was done at 9:42 pm on 11/26/22.

Couldn’t transfer my existing minutes or even activate the new phone that they provided to me. I heard every excuse and you can’t even imagine the incompetence of those people it was unbelievable such idiots. So I lost my already paid for 3782.10 minutes thanks T F you suck! From October 1 to November 26 tracfone didn’t, can’t, or won’t transfer my minutes or activate the phone they send, Imagine that a phone service provider who can’t even activate their own phones that they provide to you.

Tracfone has terrible customer service. They just say the same thing over and over again, but never try to solve the issue. They took me off my unlimited talk & text plan 3 months early and wouldn't give me the credit back for it. Then I had to purchase another plan and they closed it a week after I did it. It was good for a month. After being hung up on 3 times and chatting and speaking with about 7 different people over 3 days, they still just say "sorry for the inconvenience". Absolutely terrible. This was for my Dad's phone. Now I'm trying to add time to my husband's phone and it won't let me choose a cheap plan. People comments are "Tracfone website won't allow me to purchase this plan". There are always error messages. Terrible company.

Melissa Greer

[protected]@yahoo.com

Address Residential

20 Rensselaer Street

Apt 7A

Albany, NY [protected]

John Clark

Facebook

Recieved Mobile 10/17/2022

Activated 10/29/2022

Payment Plan Debit Card NetSpend Pay Pal Card MC

(P) [protected]

Ending 0957 and / or Card ending 1821.

(M) [protected]

I need to return Replacement Recieved 10/17/2022.

Mobile Device.

Mobile Number 611 or Customer Service SMS Message 611611.

Customer Service Representative,

Added Minutes Airtime and Data.Debits to NetSpend Pay Pal Card MC ending 1821 and / or 0957.(P) [protected]

Upgraded Network,New Mobile Phone 3G.Not Compatible with 4G or 5G.

Address TracFone Wireless,Inc

9700 NW. 112 the Avenue

Miami, FL 33178

This saga with tracfone has been going on for months unsuccessfully and wasted many hours of mine. My wife and I had tracfones. Mine stopped working prematurely and tracfone offered to replace it with a newer samsung, which was appreciated. I was trying to activate it with multiple difficulties and repeated help calls. Then my wife received a message from tracfone that her cell phone would no longer work with updated communication systems and they were willing to exchange it for another samsung. I finally was able to get my replacement samsung smartphone activated and working but somehow tracfone switched it to my wife's phone number. I figured I would try to activate her replacement samsung with my phone number and existing plan and kept running into repeated problems, requiring much time, multiple calls and empty promises including my phone number, the phone working, and my pre-existing plan plus some bonus for all the trouble. Great... No, I still don;t a working cell phone with my number that connects me to many important things in my life and is very difficult to replace. Finally, someone at tracfone discovered that the replacement phone that they sent my wife (now my phone) does not conform to their new upgraded communication systems. They said that they would resolve and they did not. Still no phone and without my number, no access to important accounts requiring texting for security.

I have been communicating with children often, so I upped my tracfone account to 7/24. When I last downloaded my account, about two weeks ago, it showed over 2,000 talk time, over 2,000 messages and 4 GB data.

This morning, 11/17/22, I was unable to send a text. So I went to "Tracfone, My Account", and it said "No service, call [protected]". The first time, Rickie, said he needed to transfer me. The transfer was made but I could not understand his speech very well. I was asked to answer a set of security questions. I have been with Tracfone for probably 10 years and do not remember setting up security questions, but the first one asked was: "What is the last four digits of your credit card that you use?" When I gave it to him, he said that it didn't match. Then he asked for the last four digits of number I most text to. That did not match. The list went on. I was "transferred" again but when I typed in #3 to hold, my line went dead.

I called again and talked to Kim. He said he had listed that I had used a bad credit card number and therefore my line had been disconnected. Why would I need to add minutes to my line when I already had so many minutes available? He said he would have to transfer me, and again I was disconnected as I typed my phone number for a call back.

They obviously disconnected the wrong phone line. What can I do?

I have spent the last 3 days trying to activate a Trac phone for a friend. Three days ago I began calling to transfer service to a new phone and get this phone functioning. The owner, an elderly lady, had not been able to complete this. After multiple calls and repeating the same actions with a supervisor, I was told that the phone needed more time to complete the activation. She promised to call the next morning to confirm that the phone was working. Multiple calls were made again and first I was disconnected during a transfer to a supervisor then spent multiple gouts in the phone. I was told that this person would call in 2 hours to confirm the phone was working. They asked that I turn the phone off and on multiple times during the two hours. I am now 4 hours past the time for the call and no one has called. I believe they are trying to avoid telling me the phone doesn’t work!

Had a plan. It expired, Nov 6, but on auto pay. For some reason, unknown, Tracfone dropped me, inactivated use. Online, on Nov 8, signed up for new plan and paid; card accepted, posted to my account, and online affirmed all OK. two days later no service and phone inactivated. Cannot chat online--no answer. The Nov 8 activation order ID no. is [protected]

[protected]

I purchased two monthly subscriptions 04.01.22 for unlimited talk and text for thirty days with 8GBs of data. The 8GBs of data was to row over. What I didn't know, and they told me this on 11.12.22, that when I downloaded the second subscription it deleted the first one, so I thought that I was missing the 16GBs after the thirty days because I hadn't used the phones data and it is gone. So, I discovered the data missing when I was going to activate a new phone 11.01.22, I called Tracfone customer service, and they told me that the apps running in the background had used up the 16GBs of data. I couldn't get it through her head that the data on my phone was turned off and I only used this phone for a backup. She kept reading what was on the screen in front of her and that was that. On 11.12.22 I contacted customer service again and after an hour of one moment pleases, they discovered what I stated earlier, and said I was entitled toto the 8GBs and to rest assured that they would take care of it. So, he transferred me to another agent, which I thought he had communicated with, to add the *GBs back on my account. He had no idea who I was and started all over again. And then he must have pushed the wrong button on his phone and hung up on me. My phone rang once, and I went to answer it, and no one was there. So, I called that number back and had to deal with the automated system again. I finally got another agent, and she figured out the problem with in another 30 minutes. She said that the 8GBs would show up in my account in about 15 minutes. It's been roughly 10 hours and it's still not there. I have been using Tracfone's for over eight years and have never been this discussed.

I am complaining about a phone that had been lost. I want to deactivate cancel my descrptiion and they would not allow, because I dont remember one of the numbers I call last. The point is I did not make an account. I have 2 phones. How can I cancel my suscription without an account. If I receive any information on this phone that I owe money I will sue your company and made the call round 3pm 4pm 5-6pm and rep hand on me. Please give me some feedback concerning this situation. My name is Evelyn. I brought this fron HSN with a debit card. also seen online that I can get a nother phone since I still have my Warranty. If the phone is lost How can I retreive my last numbers I call if I dont have the phone?

Thank you,

Evelyn

cannot resolve issues & questions about my cell service...customer service is hard to understand & failed to take any action...customer of Tracfone since 5/2010. I autopay quarterly and should be rewarded with extra minutes.

My cell #is: 208/585/1963

requesting minutes on older LG phone to transfer to newer phone...LG 322LTE(I purchased from Tracfone), & why I do not get any extra minutes or data when I autopay.

On 11-6-22 and 11-7-22 I tried to do internet phone refill. Couldn't. The website is incredibly bad. Said I wasn't eligible for 29.99 plan. The pages didn't have all the info on them, had to go down, VERY often lost me then and didn't have all info seen. Has a deceptive paypal button but I have a VISA... VISA isn't paypal, and button doesn't work. Repeatedly can't get refill which can cost phone calls, internet harassment time. This is deceptive and deceptive advertising and harassment of me, and is likely forcing me to lose my phone time and such. This website is just incredibly bad.

I have been trying for months to activate our replacement tracfones. while I was trying multiple times, my service plan expired. Tracfone somehow sent my wife a replacement phone that did not conform with their new system. They sent me a decent Samsung but when I finally got it activated (after months), they transferred my wife's phone number to the new phone. I tried to activate the other phone with my phone number and they after dozens of hours online and on phones, they informed me that that replacement phone was not capable of addressing their new system.

So, my wife ended up with my new replacement phone and she is quite happy. I apparently still have a cell phone number and was promised quite a few minutes and plan activity and instead have a bum Samsung phone. I am really sick of their lack of customer service and their ineptitude.

I am writing this to you because I've spent HOURS on the phone with agents and all they kept telling me is that I have to buy another year plan with minutes to get my account reactivated. I have two receipts to PROVE that I purchased a, "1 YEAR EXTENSION" for my phone on 4/1/22 and my end date was, 6/16/23 until about 3 weeks ago. My phone wasn't working and I called Tracfone and they said I needed a new SIMM card and they sent it to me. The agent and I set up the SIMM card and the phone worked just fine and I used it a few times. Today I tried to use it and it not only would not work, when I typed, "611611" and then balance, it said that I needed to buy more minutes. I had unlimited minutes and voice BEFORE I had to install the new SIMM card and now I still (after talking to about 10 agents) do not have service. I am including for you 2 photos showing that I have paid for a, "1 YEAR EXTENSION" and I called PayPay who verified the purchase.

called customer service because I wanted my phone deactivated because I couldn't find it. told the rep just deactivate . he shut my phone down completely said it was stolen. I never told him that, so now it takes 3 days for them to take it off stolen list. so I don't have a phone.and you know what I went to verizon and got a phone. I am sick of tracfone service. have had 5 tracfones nothing but problems. sim cards or touch screens or something isn't right. I have 5 more months with lots of money on my phone that can't use and I don't really care. They can forget about me. should have done this a long time ago. people use tracfone

because the price is cheap. get a phone for 40 bucks or less and add 20 dollars a month. forget it. it isn't worth the trouble.

I had a Tracfone that stopped working while still under warranty. I was sent a label so I could return it for a new phone. That was three weeks ago.

I have made 9 phone calls to their support number asking where mu phone was. I have not been able to understand 90% of what any of the support people have said to me.

I asked for a corporate office number and was told that I would be connected. Another broken English person said, “Hello, this is corporate. I was then told I would have to be connected to their”warehouse”. I was transferred to the Warehouse and was told my phone has been shipped. I asked for the tracking number and was given the tracking number I had when I sent the phone back to them! I hung up and called again and of course got another person I couldn’t understand. Loooong story, short, no one knows where my phone is. It has a “ticket #” but that’s all anyone knows. I’m fed up!

TracFone # [protected]

My husband has used TracFone for many years. We renew the plan yearly. He only uses his phone for emergencies or on occasional call when on the road.We were sent a new phone this July and we renewed our yearly plan for $108.84. I have spent hours trying to get the phone account registered and activated. The phone does not work. Took a break from their very poor customer service dept. and called again today to see why the phone does not work. I was told he used all his minutes. We pay by the year which gives use minutes. We couldn't use the phone because it did not work. Never before has this "minute" thing been an issue. I asked for a better understanding, but no one was able to explain the above. Tired of their poor customer service, I requested a cancellation of service and reimbursement which they could not give me with an understandable explanation. I asked for an email or letter explaining their different plans and why I could not be reimbursed. They said they cannot do this.., so I am without $108.84 and without phone service. ? How can this be legal? I spent over $100.00 for nothing, why can't I be reimbursed.