TracFone Wireless
Reviews and Complaints

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!

Today is Feb 9. I have been on hold and disconnected from Tracfone customer service off and on for the past 5 hours. This happened also yesterday from noon to 6:30 pm. Each representative begins with "Oh, yes, I can do that for you." and then they say they have to "transfer me to appropriate department". Then I have to repeat the issue all over from the beginning (no info is shared among the reps from my previous calls) or the call is disconnected. When asking to speak to "your supervisor", it appears that those words are Tracfone code for "disconnect this caller". I never get to actually speak to a supervisor (and I doubt there are actually any supervisors at all). Every time I call I get transferred to "approrpriate department" at which time I'm either on hold for as long as 45 minutes or more or the call gets disconnected. Also, I wonder if the words "I want to port out my tel # to my new service with Jethro Mobile" is also code among Tracfone reps for "Put this caller into hold limbo".

Tracfone sent me free, a 5G replacement phone for my 3G flip phone. Service was stopped on flip phone 30th and I received replacement on 31st. I still had time on flip phone. After some difficulty I spoke with Ivio in Phillipines, 6:00 to 8:00pm on February 3, 2022. It took 2 hours to transfer AT&T service to Verizon. I had no service on the 5G phone at that time. He said someone would call me at 10:00PM (in two hours). At 10:00 Jeiel from Phillipines called. After 1 1/2 hours of being on hold while he did something, he said the flip phone number he had was different from what was listed. I said that's not possible and asked if this was a SCAM? He HUNG UP on me. I have spoken with Verizon, AT&T, and the BEST BUY store tech people. They all say I must call Tracfone. I am being put through HELL. I don't want to loose the phone number and I need my phone.

I am 81 yrs old. Just want a phone for emergencies.

I just purchased a tracfone on January 30, 2022 and purchase a 90 day 500 minute plan. I know longer can make or receive calls as it says I no longer have any minutes but my longest call was 12 minutes and I figured I have used about 30 minutes so far. When I talked to them they said a tech rep would call in 15 minutes but never received a call from their support team. Now I have a new phone and can't use it and I can't afford to keep buying minutes if they are not going to add any. What a rip off!

I went on your web site three times to try to activate a phone and each time after a extremley long wait and going back and forth with the rep I would end up getting disconnected, I tried to explain to the fourth rude women on the so called help line what the problem was and she started fighting with me about the activation date in which she was wrong but kept interrupting me and refused to listen they acted like I was trying to steal the $ 20.00 phone and a $20.00 phone card, I was so pissed at the way I have been treated I threw the phone out;

I live with the $40.00 lost. I explained four times that I put the card in before I activated the phone, I was treated like I was lying. Unbelievable.

Their customer service has always been the WORST out there (right up there with DTV). We needed to upgrade our phone but of course, TracFone was out of the ones we could get for free and had no delivery date for us. So, we purchased one from Amazon. It came in yesterday and I called them to transfer the phone number and time and activate the phone yesterday evening. I called them at 8:00. The guy that I got recorded the serial number and sim number, checked the account/records for the phone and said it should be good. Except when I tried to make a call, I was told it wasn't connected and I didn't have a carrier. He then said he had to transfer it to another department to finish and he'd transfer me to them. Instead, their system hung up on me. This was at 9:00. I tried the phone again this morning at 6:00 and still nothing. I called them again at 9:00 this morning and had to lie to them about the phone number so their DA system wouldn't hang up on me again (did twice when I gave them the correct phone number). The woman looked it up, said there's a support ticket in for it and supposedly put an expedite alert on the ticket after I told her it had been in for 12 hours. She too said she'd transfer me to the department that should be handling the final steps. And guess what, their system hung up on me. Here it is almost 15 hours now and I'm on hold again and have been for 19 minutes. It's now 4:00, I've had 5 calls with them today, spent 10 hours on the phone with them only to have another CSR put me on hold and now they've hung up on me. DO NOT BUY A TRACFONE AS THEIR CUSTOMER SERVICE WILL DRIVE YOU NUTS! Their live chat isn't working and isn't even an option on their website. I've had problems before with their customer service not accepting gift cards that TracFone has sent me for a birthday or milestone and being really rude. I really need to look around at phone plans more.

I have been unable to receive calls or text since 1/26/2022. No one seems to be able to help me and I have tried everything. It keeps telling me I have straight talk and wants all my information. Which I will not give because I understand you have been hacked. I am set up with TracFone not straight talk. If you do not fix this problem I will have no other choice then find another phone service

I work and need my phone. Please help!

My information is

Sue Ella Allen

[protected]

I've been a Tracfone customer for many years. Last October I purchased a new phone. All was well until about a month ago when I started getting messages from Tracfone that I needed a new phone. I've tried repeatedly to contact Tracfone to resolve this. Nothing working. I tried calling them and texting them. Their phone hangs up on me. There is nobody texting me back. Now I'm out of minutes and it won't let me buy any time and I have no service at all.

I ordered a year 'Service days only' card from a seller on Ebay for my Tracfone. The card took a long time to show up on my phone, and when the service days showed up, my 1000+ minutes of talk and text time disappeared. The seller was *alwaysgreatdeals* on Ebay, I was sold 365 service days only, which appeared at the same time as my minutes (already on my phone) disappeared, and the order # was: [protected]. When I contacted the seller, they said this was a problem with Tracfone, not a problem with them. I contacted Tracfone, and they said they'd restore the minutes, but that has not happened. That is why I am filing a complaint.

ttachments for this complaint."

Complaint filed by:(More)Complaint filed against:Straight Talk

01/13/2022 (This is only visible to you)
More info received from the consumer
 ***Document Attached***
This lady at TF doesn't seem to understand at the time this happened I was under contract it's not about my status now but at the time I was under contract and they didn't send me an equivalent phone, they sent me a phone for FREE to honor my then lease, I have since paid off that lease but what happened while under lease is what this formal complaint was made, in Ovtober. I've attached my lease agreement and the email with scan code to return my broken phone and a few days later I received a phone but it's not acceptable. I'm a little surprised at the lack of knowledge of how their associated companies, and lease companies operate. If you're considering any of the TF companies then go elsewhere because this is the customer service you receive. They want to bank on your position now not back when the actual issue happened while under a lease with replacement phones 2 of them in fact. My husband and I are both done with these companies. I hope a reputable company takes over TF. 01/13/2022 (This is only visible to you)
More info received from the consumer
 ***Document Attached***
I was contacted my the tracfone head office. They dont take in broken phones and clearly my contract said it will replace my phone up to 2 times
I asked for my phone back from straightalk, that was impossible lady at home office said yes she could send me my old phone. First they sent me another phone but not equivalent, and second the head people of TF, said that all samsung phones have expandable memory? Could find my old phone and they dont ever replace broken phones and yes I was under contract. I'm no longer dealing with any company that uses TF devices. Horrific customer service and I've bout 5 phones and been with them for almost 10 years
The lady argued with me, talked over top of me, and basically didn't make any sense and refused to even attempt to rectify the situation. She claims that straight talk does not take broken phones and replace them. I was under a lease at the time of that situation and I got on chat with staight talk which I know they keep records of and I explained that my phones screen was cracked and was I eligible for a replacement since I was under lease with smart pay, yes mam, I even asked if they would like it sent back in its original box. Yes mam, if possible. Now when I went back and read my lease it said it would replace my phone up to two times. The lady at tracfone just told me they dont do that, well. Funny thing, I got a shipping scan in my email to go to ups and they'd print the label and ship it out, a few days later expecting the equivalent of my phone I received this not memory expandable smaller phone from straightalk not smart pay, they said I could do everythingright there on chat. This lady at ext 6193 at tracfone claims that they dont replace broken phones and I'm not eligible for one now. I'm like you're correct because I paid my lease off trying to get out from underneath all these lies, and mess.
I told her it doesn't matter what my status is currently it's the transaction that happened while under lease with my note 9.
I called the lease company they claim they dont deal with the phones themselves, the lady at 6193 said yes they handle that, yet she said we dont take broken phones back but here I sit with a note 10 straight from straightalk at no additional charges, but I paid for the phone I had for its exact specifications. In my opinion, because I've dealt with lots of companies including ombudsman that no one knows what they're talking about, no one wants to take responsibility for this and they want to use my status now while not under contract to lease a phone to make what they did back in October seem acceptable. Repeatedly she told me they dont replace broken phones. They have all the chat records and voice calls recorded, plus my conversations with smart pay. I have the email with the scans in them for shipping as well. But they dont replace phones, chat record from.my number back in October proves otherwise and they were suppose to send me that same model or spec equivalent.
This company is irresponsible, and refuse to make things right. I've been a customer with them for almost a decade, and I'm ashamed of how they treat long time always pay on time customers evening they charge 3 times more for a phone then online almost anywhere.
They should have consequences to not only lying but failure to rectify their mistakes.

Your account is not eligible for a warranty exchange replacement concerning phone number [protected].
All the above information has been provided to you so we will consider this matter closed.
Thank you for choosing Straight talk wireless to service your cellular needs.

Sincerely,

Jany Cernadas
Straight Wireless, Inc.
[protected]@tracfone.com
[protected] Ext. 6139
 01/10/2022 Forward Business response to Consumer  01/10/2022 Receive Business Response Dear Juanita Szaro,

We have attempted to contact to you via phone however no contact phone number has been provided.
Thank you for bringing your matter to our attention.
Based on the information provided to better assist you we will need to speak.
Please contact me at your earliest convenience to [protected] ext. 6139.
My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.
Thank you for choosing Straight talk wireless to service your cellular needs.

Sincerely,

Jany Cernadas
Straight Wireless, Inc.
[protected]@tracfone.com
[protected] Ext. 6139
 01/07/2022 Member- No Response- Final Request  01/07/2022 No Response received from Business on 2nd Notice  12/21/2021 Reminder of Dispute to Business - Member 

I'm allowed 2 replacement phones through my lease company through straightalk, cant get a second phone because my first phone wasn't replaced with the same or equivalent phone. Lease company is smart pay, and they have tried to work with me on this. Original cost, over $500...I financed a phone through straight talk and was guaranteed an equivalent replacement, if damaged. I still...     (More)BBB Designated Category:Refund or Exchange Issues Case opened date:12/05/2021 Case closed date: Desired Resolution:Other (requires explanation): Required to replace my phone with an equivalent phone, did not! I purchased an expandable memory 

My phone became inactive due to my number of 21 years being ported without my authorization to Metro on Dec. 16 2021. I called like they asked me too every 72 hours to hear if there were any updates from the escalation team about getting my number back. Here we are today, January 7, 2022 and I am still calling every 72 hours only to hear the repeated script from them "we have no new information from the escalation team."
However, my autopay payment is still being taken out of my account! When I ask to speak to someone with the escalation team I am told they are offline. When I ask to speak to someone at corporate or a supervisor they place me on hold then I am disconnected.
Everything I have is connected with that phone number. I can't reset my email without it, I can't call, text, my medical, bank account, my identity is with that number that I have had for over 20 years. Our home phone was with them for over 15 years. My husbands cell phone has been with the company for over 20 years as well.
Someone at that company had to be the responsible party allowing my number to get ported in the first place!

for 4 continious days I have tried to transfer phone # [protected] from old tracfone to new tracfone. They can't seem to get this done, I am unable to send or receive text or phone calls.Supervisors are unable to help and tell me they are working on it. They state to me that they will call back and NEVER do. What are you running this is a load of crap...fix my phone.

I have been trying to get my husbands number and minutes transferred to a new phone for 3 days. My husband wanted a new flip phone for Christmas. He has had his for over 10 years. He wanted to stay with tracfone. I bought one the beginning of December and gave it to him for Christmas. Unfortunately his phone broke in half the day after Christmas before we could switch the service over. So I started calling on Tuesday I explained the situation that his phone broke and that there was no way to read anything on the screen since it wasn't attached. They said they would transfer it. Well they kept saying they were trouble shooting it. I had to keep calling back. They would transfer me to someone else and put me on hold sometimes for an hour or just disconnect me. I thought maybe the phone was faulty so I bought another phone. They said they would transfer the number and minutes to that phone. Then wanted a 4 digit number. We never had one. So they said they couldn't transfer it. They have been no help. They phone had all my husbands contacts and doctors numbers in it and it is lost. There is no SIM card in the old phone. So if he was able to keep his number they could atleast contact him. All we would like is for tracfone to activate one of these new phone with his number and minutes.

On November 11th I entered the hospital with an infection and my cell phone was working but while there for five days I could not call out since Verizon said it was not recognized. When I got out I contacted Tracfone and was told that I had no phone with them. I sent them over Chat proof that I had service under till 11/22 and that someone released my phone while I was in the hospital. My account only showed my wife's number, and I asked them to look at my mins, text, and data as of 11/11/21 and there was no reason to cancel my account since it was paid till 2022. I have been working with support now for over two weeks to activate my number with, so far, no success. I even purchased a new phone from Tracfone to make sure it wasn't the phone. It wasn't my old phone the issue since they cannot activate the number. I have had the number for over 40 years and cannot afford to have it changed since many people, accounts, and the government have it to reach me.
I have tried your Callback several times and find it wanting since the first time I never got the Callback and when I get it, it just places me back in the queue. It is far easier to just call or chat instead of waiting for the Callback. Also, Chat sometimes just shows the Chat login and not the Chat button to send the panel. My wife uses a lot of data and I find it a little difficult to purchase it. This may have caused the issue since I purchased 2GB online, the bank rejected it because they couldn't contact me since I was in the hospital, but, I had service paid till 2022 and my number should have never been canceled in the first place.

I just spoke with the most horrible customer service agent in the world.What prison do you get these scumbags from?
This POS needs to be fired!
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Tried to unlock phone, which was eligible on 11-22-2021.The awful person said that the Tracfone website was wrong and he was right and would not help.
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The guy was very, very rude and angry.He refused to help and said Tracfone's website was incorrect and he didn't care what it said.He kept saying that I did not pay!Then how do I have phone service if I didn't pay?WTF?.
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Fire this [censored] and hire better people!