TracFone Wireless
Reviews and Complaints

On 10/22/22 I attempted to cancel my autopay, but there was no way to do so on the Tracfone website. The only way I was able to cancel autopay was to call Tracfone, (which I confirmed with rep on phone) which required me to use up my minutes. I am complaining because I don't feel it is legal for Tracfone to force some of their customers to use up their minutes in order to cancel their autopay. After checking the Tracfone forum, I saw that several other customers had the same question/complaint. I asked that my minutes be refunded for the time it took to make the request but was denied.

I resubscribed 9/22/22 for another year of service. A few weeks later I received notification that I would be required to apply for the new free Verizon phone due to the acquisition. I filled out all the info online with the chat rep guiding me through it all and at the end the last box before submitting the order said it required security numbers they texted me. Nope didn't received them. So the rep had customer service contact me. That person told me they would email the codes to me. Nope, again never received them. He asked me for my mother's maiden name, I spelled it to him...he said that wasn't showing up on his records. So I gave him my husband's mother's maiden name thinking possibly my husband originally ordered the phone...nope they didn't have his mother's maiden name either. I then gave him my email address, asking him to confirm if that is where he emailed the codes...he said for security reasons he couldn't tell me that. So I asked him if he could tell me the email he sent it to, as it was possibly incorrect...nope he couldn't give me that info either. He was completely unhelpful. I'm furious I am out $102 for a years worth of service, and no free phone as well. I am planning to join a class action lawsuit against Tracfone that I found online, as I believe it is a big scam! :( Two hours on the phone and such nonsense!

I have been a Tracfone customer for over 11 years; my recent experience with them has been a nightmare! My Motorola phone, purchased from Tracfone, was less than a year old when it stopped functioning (9/1). It took 4 phone calls on 9/3 to determine that I was eligible for a replacement phone. The label to return it was to come by e-mail within hours; I never received that e-mail (subsequent e-mails which were supposedly sent never arrived either). After more phone calls, the shipping label arrived on Thursday, 9/15; I shipped it that afternoon. The broken phone was received on Monday, 9/19 at 9am at the Tennessee facility. The new phone was to arrive within 3-5 business days. Additional phone calls were made on Thursday, 9/22 to check on the order status; I was told the replacement phone was to arrive by the next day (Friday, 9/23). When it did not, I was then told that the old phone hadn't been received and the time for replacement had expired. During the 9/23 calls, I was disconnected 9 times, especially when being transferred to someone who could help. I had to use the chat option to finally get to speak with technical support. My phone finally arrived on 10/7 after spending more than 9 hours during at least 21 calls. The charger sent doesn't fit the phone, it loses power very quickly, and only has a 90 day warranty. I am not allowed to use my old SIM card, so I have lost data and pictures from my old defective phone. I am sharing my experience with your company so that others can be spared - no one should have to be subjected to such ill treatment!

Sent phone back to tracfone for repair (they still have it three weeks now), so I order another tracfone phone from Walmart. My old (need repair tracfone had over 1700 unused mins. Tracfone wouldn't give back the stored 1700 mins. I was told that they could only active the new tracfone phone and add mins from a tracfone card, this was not told to me by one of the so call service rep manager (call back people) I talk to serveral different people, none of them can understand you and nor could I understand them. Loss my 1700 mins, didn't get my other phone back. The service rep said the only thing they could do for me was give me a new account and active the new tracfone. I can't access to new account. They will not allow me to speak to a manager, am guessing that everyone there is a manager.. Customer service is very, very bad. Very terrible and some more terrible, very stressful to deal with. I filed a complaint with BBB (Beter Business ). Someone call from tracfone from the complaint I guess, Their dialect was sooo strong, I couldn't understand anything much of what they said.

I have been on the phone with multiple representatives this morning to obtain the free phone that has been repeatedly offered when I use my existing tracphone. Today is 10/12/22 and my first call was at 11:12am and my next call was at 11:18am. I've just gotten off the phone of the second call with Prya, a manager who would not send me to a supervisor. I've been on the phone for over an hour and the issue is not resolved. Prya claims that the numbers that I recently call would not be authenticated by the system. All numbers are working numbers. She and the first agent said they sent multiple texts to my trac phone which we did not receive. My daughter texted me and it came through in seconds. When I pointed this out to Prya she said the "system" was the problem. Ultimately, she admitted that I could not receive a free phone because the trac phone system because of the system, not with issues of my trac phone. I am very disappointed. I have had the trac phone for almost 10 years and have used it in emergency situations. I will be sharing this email publicly, with a letter to the editor of our local newspaper, so that other elderly residents in my area know that if they have an older trac phone the promise of a free phone is false.

I ordered 2 different phones online on 9/17/2022 and Trac Fone charged my credit card, but NEVER delivered the phones? They were supposed to be shipped 2 Day UPS. On 9/23 I spoke with Trac Fone customer service and I was assured I'd be receiving a refund for both of the orders. Here it is 10/11/2022 and still no refund? When I called Trac Fone again, I wasted another 30+ minutes speaking with customer service, but they are clueless? The order numbers were [protected] & [protected], both done online on 9/17/2022. Trac Fone is horrible at resolving issues and you waste endless phone calls trying to straighten things out? RIDICULOUS? Everyone Trac Fone customer service is polite, but nothing is accomplished?

disconnected my service after taking my $102 dollars. then stoled my intier account may 2022 tryed to pay it took 3 weeks on6-3-22 got it to work. it worked for 3 weeks then disconnected service again''on 8-24-22 the gal in the phillipines stoled my id email minutes and pass word..i have 25 hours on the phone to the phillipens. just to find out yesterday i no longer have an account with them

August 2022 - Starting getting text messages about the Verizon migration for Tracfone improved service.

Should have ignored this, because the opposite happened. Instead my service was cut off from my iPhone that I had with them for many years.

It all began with a promise to send me a new SIM that would improve my service. After waiting weeks for it to arrive, I decided to contact them about the holdup. After many attempts of chatting and talking to multiple people at Tracfone, it was discovered that it was returned because they addressed it incorrectly. It was labelled with two cities and the wrong zip code. (1st Red Flag) I asked if they could resend it to the correct address, but they would not because they told me it was a one time upgrade; and because they sent it out once already, they couldn't send it out again. (2nd Red Flag) I was instead directed go to my local Tracfone store/dealer to purchase the upgrade SIM. Going on their word that this would work, I went and purchased the new SIM. I promptly installed it in my iPhone, but it wouldn't recognize the SIM. (3rd Red Flag) After getting in touch with Tracfone about this issue they asked me the for the new SIM number. I gave them the new SIM number and suddenly my iPhone was immediately turned into brick. I asked them to to put back the old SIM number, but they refused. After many attempts of them refusing to put it back, I decided to go with a different carrier. The Tracfone grief continues. In the process of trying to port over my old phone number, I ran into another road block. Tracfone refused to port over my phone number unless I could text them "ntp" to 611611 from my old phone to get the necessary PIN to port the phone number. (4th Red Flag) Now how in the world can I text them?, if my phone doesn't work after they turned it into a brick with a SIM that doesn't work?

I'm so angry and frustrated, I'm at a lost for words (even the four letter ones). Their solution to me is 1. Get a unlock phone and put the new SIM in that phone so I can text to get the PIN, or 2. Get a new Tracfone and transfer my account settings to the new Tracfone, and then text to get the PIN. Is this totally [censored]-in-nine or what?

October 2022 - I've been dealing with this for over a month. I can't tell you how many countless hours I spent trying to resolve this mess. In the mean time who knows who tried to call or text me? I sure don't...

Purchased new iphone 11 on 9/18 from Tracfone. Received phone and processed activation online and transferred all data from old to new phone. Made a call and all was good. A few days later attempted another call with no success. The cell bars at top of phone are there but not highlighted. I have tried several, like 8-10 times to contact c/s with no success. They put you thru diagnostic every time and then try to transfer call to Executive Resolution Dept and call is dropped. I found an address in Miami, FL, wrote with no answer. Even emailed to [protected]@tracfone.com, no answer. Funny thing is I went to Key West, FL few days ago, at 250 miles away and had cell service with 1 call made. There are no outages in cell service in my area. Even went to Apple store in Boca Raton, FL. They said phone not registered. Tracfone said it was OK. What is going on here?

On our about August 22,2022, I had changed my phone plan with Straight Talk through their application from the $55/month plan to the $45/month plan (note that I had upgraded the year before without any additional steps to change automated billing from $45/month to $55/month).

As stated before, because the automated billing enrollment adjusted with the new purchase, it was assumed that the automated billing would adjust back down: it did not.

I called customer service on The day the billing registered on my credit card to request the $10 refund, as I did not authorize the higher amount taken.

I was repeatedly refused, as well as refused to be able to speak to a supervisor. I do not need the additional 10 gb of hotspot that the higher plans provides, this I lowered my plan Even after contact with the higher office, they still said the purchase was only for the month and the automated billing wasn't changed. This is a deceptive double standard as it the automated billing changes only one direction when a new choice is made.

I lodged an FCC complaint (Ticket No. 5761568) and still refused a refund, as the company claims the plan I changed to was only for the month.

It is deceptive as it does not do so if I had chosen a higher plan, but only for a lower plan, this billing me the following month for the previous plan.

This is obviously a program issue that is set to take advantage of customers who do not pay attention to their billing. This is a point of action of the company to profit with malice, as it brings intentional harm (financial loss to customers who cannot afford better companies)

This is no longer about a $10 amount, but an advocacy for those (millions of customers, I am sure) who do not understand their rights, or do not know they have been wronged, or do not know who to contact beyond the unbending deceptive policies.

I bouught a TF $100 FEE TF at Walmart And tracfon says it has no record of it.

I also bought a Samsung Ao3 phone for $65.69 from Tracfon. They said it would take 2 days to send it I called aweek later and they claimed there was no record of it My charge card claims it was charged. About a month and a half later the phone showed up and they still didn't recognize it.

Walmart says the 90 days return has expired and won't cancel the 1 year card I just want what I paid for.

Thomas Karbouski

[protected]@yahoo.com

TF

I have had a Tracfone for over 12 years and has no complains until I was told I had to update and receive a new phone. They did send me a new phone BUT after telling me they activated my phone and transferred my info to the new phone on Sept. 8th I have NO CELL PHONE SERVICE. It is now Sept. 17th. I have tried calling them everyday since to activate my phone but they say they can't validate my phone unless I have an account (of which I do not have, tried to open an account but failed) they will not help me to activate my phone. I have no cell phone and need it to pay my bills as they ask for a code for me to get into my account. There service is VERY BAD when a tech. can't fix the problem they past it on then you get disconnected. I just call them I was told since the person that was there to help could not verify my account she told me to call back in 15 min. to verify my account. They just past the buck on, and on. I am on a fix income so I will have a hard time getting another phone and service.

I have been a Tracfone customer for at least 8 years. during July 2022 TracFone by email said my 3g LG Tracfone cell phone service would be phased out and they would send a free replacement. I received a Motul G Pure cell phone serial # [protected] order # [protected] and called Tracfone for five days from 09/05/22 till 09/10/22 at least 20 times trying to get the new phone activated and my phone numberer and phone credits changed to the new phone. Now my old LG phone doesn't work and while they said my new one is activated; I am not able to call or receive calls on it. I repeatly asked for this problem to be corrected and if not let me send the phone back for replacement as I need the phone as my wife and I are handicapped. They never would pass me through to anyone who could authorized this. I now have no working cell phone thanks to them. I just simply want them to replace this phone with a working Motu G Pure phone.

I have a LG322DL phone I use for emergencies and to call family members. I have stage #3 COPD and need the phone for that reason. two days ago, I on 09/05/2022 I went to make a call and noticed that the back of the phone was lifting up above the battery. I know that over charging or using the wrong charger could affect the battery, but I've only used the charging cable that came with the phone. I did contact the LG Company who referred me to you again. As i mentioned I did contact your service dept. but the person I spoke to either did not understand what I was saying or had no idea how to help me. So, for the last couple days i've been trying to contact customer service buy without any help for anyone in the department.

Tracfonee placed port protection on my phone and I have been trying to have them take it off for two weeks. Customer Service has me toggled between two departments. One sends a verification code and the other a PIN. Unfortunately, by the time I reach a representative in the next department the verification code is no longer good.

It began when I bought a new Tracfone and tried to switch my number from my old Tracfone. Customer Service could not accomplish that. Frustrated, I decided to switch to another company and sent back the new Tracfone.That was when I found out that Tract one had placed port protection on my phone.

We have been trying to get the replacement phone that Trac phone sent us activated for more than a week now we have been a customer for more than 20 years with Trac phone, the phone was activated but with a long distance exchange and working but when they went to change the # back to our existing # it no longer works and I have given them all the info that I have but they can't send me a code for verification because the phone no longer works when asked if I know the security code to my account that is more than 20 years old I do not know, I have 1080 minutes of air time on the phone I have told them I have given them both # the long distance one and the existing # they see that on the account I have also been asked to take the back off the phone so many times to remove the sim card that now it will not go back on correctly and the phone is messed up now, they also said that the phone would reflect the existing # in 24hours and it has not it's been 72 hours now, I asked how can you send a verification code via text if the phone has no service they said that they cannot help unless I have the security code that is more than 20 years old. The existing # is [protected] this is the one that we want and had for 20 years, the # they gave us was [protected] the service rep said he sees both #s the serial # of the phone is [protected]

I was on the phone from about 11:40 til about 1220 trying to get some assistance on my lack of service. I got no help at all. I called 3 times, the first time I was hung up on after about 6 minutes with no service response, the second time I called when I got a response from tracfone, no one answered and I waited for over 5 minutes for someone to respond before hanging up, the last time I called the person I spoke with said that she would hook me up with the complaint dept., but during that time someone hung up on me. This is the first time that I have called for service. I truly hope it is the last.

The problem I am having is that I just bought a home in Pe Ell, Washington 98572. There is no tracfone service available here. Can I use my WIFI hookup for tracfone. If so, what do I need to do?

I have been purchasing smartphone cards for my service and just purchased another one with the hope that I can get a resolution.

Gerold

Service👎🤬 disguesting. Spent …on and off 7 hours…..yes…7 hours….issue still not corrected. Somebody else’s name would appear on caller ID than my name. Received a new number..BUT….my name did not come up…instead it was my number with the word “Massachusetts”.I was told NOTHING could be done…Huh!. I want people to see my name when I call them…..but…instead it says ‘MASSACHUSETTS “. First you can hardly understand what the service rep is saying….then when they don”t know what to do, THEY say there going to send you to the “higher department”…..then they hang up on you…nice huh…they hang up on you😳😳😳😳😳

I have been trying to get my phone working with my old phone number (old non TracPhone) I have been sent to someone who is going to help me. They are hard to understand, but that's not the problem. They keep saying hang on the line as though they are trying to get information. They say again hang on the line, then I get disconnected. This has happened at least ten times. I try to be patient, but I am very frustrated by this, but do not take it out on those who are trying (I think) to help me. I am getting fed up. Please help me.

My phone stopped working/was dead on July 17, 2022. I called tracfone and was told my phone was not working and was under warranty and I would receive a new phone in 3-5 business days. The number is [protected]. Was given a ticket # of [protected]. No phone after that. Called July 25th. Was told I should have been told 7-10 business days! Called again July 31. 5 more business days and I would receive phone! Called August 5 and was told 5 more business days. Then talked to an actual person and said did not know why was not processed. Transferred me to another person and got cut off! I had been cut off before. Called again today (Aug 27) and was told package was sent and would give me a tracking number. Then said should receive in 5 business days! What a crock! Lies, lies, lies. I've never dealt with such a pathetic lying outfit!

My phone was purchased on February 11, 2022.