TracFone Wireless
Reviews and Complaints

Buyer beware... I have been a Tracfone customer for over 10 years. There customer service has deteriorated in a major way and if you are trying to transfer minutes from one phone to another, be prepared to spend at least 3 hours on the phone with them. They will deny you have minutes available even when you have printed out documentation to support the minutes transfer when it "occurred." They will try to force you to purchase a plan in order to prevent this from happening. They will not accept a fax or email to support your claim. They will offer you a reduced number of minutes instead of the full amount of minutes that you are due. After threatening to make a report to the Better Business Bureau, they will then transfer you up to corporate office who will eventually "believe" you and give you an interaction number to allow the customer service personnel to authorize the minutes that were due you in the first place. If you don't care about your time or frustration level, feel free to become a customer... otherwise steer clear of this company. They seem to care more about spending money on advertising and less concern about maintaining the customers that they already have.

I've spent 2 weeks trying to get your people to do their job and transfer my son's minutes and phone number to his new phone. He's now been without a phone for almost 3 weeks. Your people don't know anything and are very unskilled. I've submitted emails to you, but nobody responds. Your customer service center is the absolute worst. I've spent 10 hours on the phone with them over the last 2 weeks! I will never buy from you again and I will be reporting you to the Better Business Bureau.

I have not been able to connect with website for two days now to add airtime since I need to do so by the 24th of February. I chatted with Marisol but lost her when she passed for along time after I had given her my phone # and email address to Check for my balance and email me. She told me that I can have my balance reactivated later so I wanted that in writing which she refused to do so. I am abroad now and have no access to a desktop (I told her that, too.) I heard that it is a common practice by TracFone to do so-- unable for clients like me connect online.

Dear TracFone Decision Makers,
Recently I have been going through some life changing challenges in my life. My home burned to the ground, my beloved dog Princess passed away in the fire and to top it off my phone among other things was stolen. I found myself in a situation I would not wish on anyone. I was able to come up with a few hundred dollars to traverse from California to Missouri via Greyhound Bus to regroup my challenges into some kind of a life again.
My challenges are my own and are not why I am emailing your company; however, I need you to realize the experiences I have encountered with the various establishments who sell your products have been much less then satisfactory in product knowledge, as well as, the interest in learning about your products to increase sales which would inevitably increase profits for your company. This, to me, is very discouraging, since I have invested my small, however, very critical amount of money, to the importance of starting my life over again. I have been under a tremendous amount of stress in my life and would have appreciated an easier way to discover the establishments where your products are sold, are not required to know anything at all about your products, and, in fact, are only expected to accept money for your products. I am not angry; however, I do feel somewhat duped upon learning through customer service that you do not empower them to make adjustments to encourage customer satisfaction in situations like this. I will continue my service with you; however, I would feel much better about my decision if I were certain the customer really meant something to your company. Thank you for giving me this opportunity to voice my suggestion.

Dennis Jones
jonesys.[protected]@gmail.com
[protected]

My name is Bruno Succi and I called tracphone to send me a new SIM card for my tracphone IME I #[protected] because I wanted to activate the phone. I told the agent my full address and she entered the wrong address. I confirmed my address to her and she said she could not correct her mistake because the ticket was already in. I spoke to another individual from another department who said the same thing. They said I needed to wait for the package to be returned to them for them to correct the address and send me another SIM card. Once again a second time the same thing happened. They resent the new SIM to the same wrong address again for the second time. See tracking #9400110201864018587838 for details.I have been waiting for over a month for the new SIM and received no satisfaction from your customer service dept. I spoke with Jose the manager and received no satisfaction. I don't think these people know what they are doing. I think I am entitled to free airtime due to all the trouble that they put me through.

I purchased a LG phone through Tracfone online, on January 24, 2018. I received the phone on the 25th. I tried to activate the phone on January 25th. I did not get the plan card with the pin information which was not sent with the phone. The tech support person i spoke with manually activated the card. I continued trying to activate the phone. It would not connect to the network. I tried to make calls out and tried using my landline to call it but calling in went to voice mail (which i wasn't able to setup since it could not be activated). The tech and customer service people all appeared to be on a time restraint; if they could get it to work quickly, they say to see if it still had a problem after they made i supposed correction. They then hung up. On the 28th it was discovered that there may have been i carrier problem. The tech person said that the department was not available on sunday. I got upset and asked to speak with a supervisor. The supervisor told me that Verizon had to check the phone and they were not available until Monday, January 29th. I told this person, if had the tech just said it was up to Verizon, I would not thought anything of it. I thought Tracfone just didn't have a department working even though they claimed their service was available 24/7. On the 29th, Verizon verified the sim card was no good and a new one would be sent. It would take three to five days. I received the new sim card late friday night (February 2) in the mail. I installed it first thing on the 3rd. I once again called costumer service and got the phone activated and it finally worked. Before I hung up, I asked to make sure my airtime was credit for the complete time I could Not use the phone. All i got was "OK". I checked online less than one hour later and it still showed my time expired on 02/25/2018. When I called customer service their records showed I didn't notify them until the 27th, that I had no mobile network available. They would only credit seven days service. I asked then to speak to a supervisor. I got the same response from the supervisor. I stated I don't care what date their records show when someone entered I had no service available to my phone. Verizon verified the sim card was no good, my credit should be nine days. Even stating I don't have access to their records. I told the person to go back the listen to all my times (about 18 hours and over 18 different people) speaking with customer service and tech support and it will be heard that I never had a mobile network available for the phone to work. After being on the phone for so many hours since January 25th, I finally told the supervisor to just credit me for whatever because it was impossible to convince this person how wrong it was because I could see it was their job to lessen the cost on the company anyway they could. Obviously they don't get the concept to your treat your customers right or word of mouth will change their business practice over time.

On Sunday my 11 year old daughter scratched off the pin number on the back of the phone card I got her at Christmas. In the process, it scratched off several of the numbers that were needed to activate the card. I contacted TracFone and was given many excuses as to why they could not give me the pin with all of the information that i was providing to them. I sent a copy of the receipt and of the tracfone card as requested and my emails have gone unanswered. I understand that the pin number is associated with the card I purchased and the number that was scanned on the card itself to purchase it has been supplied to them. The pin number was not scanned at the time of the purchase so the company should be able to link the card number to the pin. I am just asking that they supply me with the pin as I have done everything that they have asked and it has been 3 days. I am looking for a resolution to this problem as the company had no issue with taking my money immediately so the information should be processed immediately. Honestly, waiting 3 days and speaking to multiple people was in my opinion, bad business.
Email addressed to: [protected]@tracfone.com
Ticket #: [protected]
Phone Serial #:[protected]
I was asked to include my name on the email: Melanie Keith - as my daughter is 11. My phone number [protected].
Thank you, Mel

i called tracfone for options before purchasing/transfer from net10. i was told best option bring own phone $125 yearly. i repeatedly asked about my friend getting lower price, yet i was not offered any better options. after i purchased i then found out ebay third party authorized sellers was the plan i was asking about. i then called sales and they now agreed telling me to purchase phone/plan thru the ebay authorized seller and told me i could get a refund on the $125 yearly plan. after a dozen calls all the way to a manager i was told no refund. i was also charged for a month on my old net10 plan which i used for 7 days. again told no refund even after sales person told me not to worry i'd be getting the partial refund on both plans. end of story the sales lied and misled me over and over. to use the 800 # there was always a 30 minute plus wait so i used direct as told by sales person not knowing it took time off my plan every time. now i've wasted all this time and being charged for it. i want the refunds i was promised.

I had a NET10 Tracfone model LG 305C which I loved. The phone died and would not accept a charge. I brought it back to Walmart where I purchased it over a year ago. Walmart no longer carried the Net10 phones; however, they did have Tracfones. The Walmart employee called your Corporate Office and spent over an hour on the phone to attempt to transfer my existing minutes and days to a new phone. The end result was that the Tracfone employee said that they would just send me a new phone - that was January 16th with the ticket number [protected] and they would send the new phone in 3-5 business days. I waited till January 26th and made another trip to Walmart to see if they could assist. They again called the Corporate number and the employee stated that the phone was never shipped; however, for me to call back in 1-2 days to receive the tracking number and I could see the progress. I called this morning and there was no record of the conversation on Jan 26th and that indeed the phone was not shipped. This has now been two weeks! I am 76 and a widow and the phone is now a safety issue. When I called this morning, the Corporate employee gave me a new case number [protected]. She asked for all my information again which I provided. She said it would take 3-5 business days IF the phone was in the factory! Now this will be three weeks. The issue is the almost 800 minutes that were on my old phone and 1600* service days. I am on the pay-as-you-go plan which is excellent for me - being on a limited budget, I can chose when my minutes are running low. They deactivated my phone on the 16th and I have been without a phone since then - being assured that I would have a phone in 3-5 days. I am very frustrated and disappointed that the customer service is not provided as expected. I have enjoyed the Tracfone for over 10 years when my husband (now deceased) retired in 2007. If someone could give me some honest answers and send me a replacement phone as soon as possible, I would be most grateful. I thank you in advance for any assistance you could provide. Hoping to hear from someone very soon.

Carol Oakley
[protected]@yahoo.com
home phone: [protected]
Cell phone (not working) [protected] serial #[protected]

On July 05, 2017 Tracfone transferred 1089 minutes to another Tracfone that was not mine. Eventually I elevated this error and TracFone added the minutes back to my Tracfone.
On January 26, 2018 my phone told me that I did not have any more minutes left on my phone.
On January 26, 2018 I started the process to get a Call Detail Record for my Tracfone from July 2017 to Jan 26, 2108 to see how my minutes got used up.
After 2 days of texting and phone calls to Tracfone they informed me that they could only go back for 90 days from the date of my request for Call Detail Records. In order to request more than 90 days of call records I would have to get a subpeona.
This is for my records on my Tracfone so I can see if some of my minutes got "transferred" to somewhere else.

Between 1-23-18 and 1-24-18 I have been on two chats and spoke to one associate to try to resolve my problem that whenever I make a call to any cellphone or landline another persons name appears. This all started when Tracfone turned off my service [protected]) in error in the beginning of January. On Jan. 7, 2018 my phone was turned back on and ever since that date another person's name appears, not mine. I was told this could not be corrected since the numbers are recycled and the last person's name who had the [protected] will always show up. The last associate, Ryan, that I spoke to today suggested I call everyone I speak to when using this cell number and have them add my name/number manually to their contact list. I find that request unreasonable and feel Tracfone must have someone in their technical support group that can resolve this. I pay the bill with my name and feel my name should be what others see when I call them.

I ordered a iPhone SE as a Christmas gift. I was getting poor service and after 30 days was told my server was Verizon, not AT&T. There is no Verizon service near us and I requested a transfer of service. They denied our complaint and told me there was nothing they could do. I could buy a new phone-and just be out the money. Ridiculous! The worst customer service I have ever had in my life! Unprofessional, liars, who try to deceive people, what a disgusting service -or should I say LACK of service.

I have spent 4 hours today 1-17-18 attempting to purchase airtime for my Tracfone. They keep insisting that the my debit card is declining, but my bank, Bank of America said there have been no attempts made to process any charge. I personally believe it has something to do with not wanting to sell the triple your minutes air cards, since the new thing is a cheaper card that in the fine print says it does not have triple minute options. during my last attempt by phone to get this resolved the agent tried to get me to submit a request to have my money refunded back to my bank account. She obviously did not understand English. I clearly stated 3-4 times that the bank said no charges were ever attempted. If they can't sell me the proper airtime plan..I want a refund for this phone because it is useless to me as is.

I purchased a brand new Samsung Galaxy from QVC in June 2017. I have been having nothing but problems with the above phone I had spent hours chatting, and over the phone complaints I am now on my 4th phone every phone you receive from TracFone is a refurbished phone you never received a new phone. I am contacting the CEO of TracFone and the CEO of QVC advising them to think twice before selling their products on QVC period on Friday January 13th I contacted the corporate office out of frustration and spoke to one of the representative Ms. lovey she proceeded to go over the phone with me but unfortunately the third phone is now damaged so, so now I am on my 4th TracFone. I have never dealt with the company with such incompetency as I have with TracFone I will never purchase another TracFone nor will I ever recommend anyone to purchase one!

Tracfone customer service is the worst, they try there best to delay and keep you waiting and delaying to keep you in the dark. They are very good at switching off and closing out accounts so you have to create accounts over and over hoping you give up. 1/3/2018 called ask why my dashboard was blank (1) told to reinstall app did that! No help! Called back told to change my password (2) did that no help (3) called back got put on hold for every then some guy gets on and acts like he can't hear me. Hang up call back told to refresh my app reinstalled the app still could not get in. Gave up will tell every single person not to ever do business with tranfone! By the way I have over 1200 mail boxes on my route and everyone I see will hear me!

On december 7, 2017 I activated a new tracfone. My old phone still had over 1400 minutes of talk and text as well as 0.25 gigs of data left on it and did not expire until january 22, 2018. With my new tracfone I got 1200 minutes of talk and text along with 1.2 gigs of data. Once the new tracfone was activated all the remaining balances were added to my new phone which gave me over 2600 minutes of talk, text and about 1.45 gigs of data. All was good! Then I get this e-mail from tracfone saying my phone had been disconnected. So, I go to my online account to check things out and before you know it, I had balances of zero for talk, text and data. I called tracfone the find out what is going on and after 3 hours on the phone and about 6 different people including a so-called manager, they would only give me back 1195 minutes of talk, 2608 text and 1.37 gigs of data. Some how they had lost track of everything that was transferred from my other phone and said my other phone had nothing left on it. I told them that I had a screen shot from my phone that showed my talk, text and data before it was all lost with the time, date stamp and my phone number on the my account tracfone app., but that did not matter they refused to give me back the time that was lost. This a total scam on the part of tracfone! How can they get away with stealing time off your phone that you have paid for? The so-called manager I last talked to virtually said this is what you are getting back, take it or leave it. He said there was nothing else tracfone would do to resolve the issue. This phone fraud on the part of tracfone and some need to take them to court.

I have attached a screen shot from my tracfone before the issue and another screen shot of what tracfone wanted to give me as a solution.

The last ticket number that tracfone gave me was [protected]

My contact information:
Richard beaumont
261 w mora drive
Green valley, arizona
[protected] (Land line)

On November 11, 2017 bought my son an 120 min card. It did not go though. I called they told me that his Sims card expired. The minutes where sent to a phone he has not used in over 6months. After talking to 3 people the last man proceed to laugh at me, I told him if anything happened to my child that I was holding Tracfone responsible. they sent me a new sims, that was also expired after 3 weeks of this issue of sending and receiving sims not for his phone or expired. My husband and I bought him a new phone. Called them yet again. Got his number transferred to new phone after we hung up I noticed the 120 min card was not added. Called yet again to be told sorry but that card has been added to transfer. No it hasn't. After asking for a supervisor and being on hold for ten minutes they hung up on my.

I would like to be refunded the price of the new phone $ 59.00as well as the price $ 29.00 of the min card.
Really not impressed with Tracfone at this moment. I have been a user for almost ten years. If this is the way your company is ran I plain to get a different companies.

On Nov 30, 2017, I Bought 2 Galaxy Phone from the Tracfone website, they Promised overnight delivery but they never showed up it has been a week now and still no phone, talked for over 6 hours on Tuesday, December 5th on both Facebook mgr. and on the phone, talked to numerous Customer Service agents and got three different ticket numbers and empty Promise's we ill let you know in 24-48 hours here it is 50 hours later and not even an email, 55.02 dollars out of a very tight budget, to a company for nothing, and C/S from hell that cant brush you off fast enough. And nobody to talk to about it Maybe someone here will find a reason to take action.
1. Interaction # [protected]
2. Ticket Number# [protected]
3, Order# 5787635
! Week has past and still no Phones. I did receive the Phone Case's I ordered the Phone from an Ebay site just 4 days after ordering the Phones, at least someone knows how to ship orders from customers.

I ordered a Tracfone on 24 NOV 2017, when it arrived on Tuesday, I spent over 2.5 hours on Phone, and they said it could not be Activated, after being sent from4 diff depts., I was giving a Ref Nr and call back next day, I did with No results, I called next day again wasted 2 hours going dept tp dept, then next day I was told to remove sim card, Fl 33484 their was none, so the girl had one sent to me 3 days wasted again, when It came in I inserted it, after 2 hours on phone I was assured they would put the 1500 Minutes for one year, I never did get a Pin Card with phone, so same old story, tonite I was sent to 7 diff depts., when the last one tried to send me to the 8th, I said NO I have other family members who needed to use my landline, The order number5646845 dated 24 NOV 17, shows that I paid for the Phone and 1500 minutes. My names is David Nelson Delray Beach
33484. PLEASE I CANT AFFORD YO BUY ANOTHER 125.00 CARD

I purchased $21.00 of data last week. It was put in my phone within a 1/2 hour. Trouble is, within the next hour it was gone, along with all my texts and all my minutes! Just gone. I have called Chat help and am irate over the whole situation. I had 3000+ minutes and 10000+ texts. Chat help inferred that I was defrauding Tracfone and told me to call some fraud number. They should have been aware that with everything gone, I could make no phone calls.
I have been a Tracfone customer since 2005 except for a couple of years when I received another phone as a gift. I used it for a while but was anxious to get back to tracfone. In fact, I have a new Samsung Tracfone due tomorrow.
The live chat told me there was no record of my ever having minutes etc. They questioned, quite rudely, how I ever got so many minutes and texts. I have no idea...they've accumulated for years but how could I possibly defraud Tracfone? So, according to them, they cannot give me my numbers back cause there's no record I ever had them.
Then, last night I see in my bank account that the money for the data I just purchased has been deducted from my account and yet, I have no data!
There's something seriously wrong here and I feel I am the one being defrauded. I have always sung the praises of Tracfone to people...now look at what happened to me.
They tell me to call again tonight but, I've called 2 nights already, been over 2 1/2 hours on the phone and gotten nowhere...just insulted.
The first agent, Phillipp, told me everything was fixed abd to call back in 24 hours. I gave him and tracfone an excellent review. Then, I call 24 hours later, talk to Jorje, and he had no idea whatvwas happening. Very, very frustrating. Then to give me numbers to call when I can't make any calls.
Can anybody here help me. I'm an 82 year old woman, house bound and depend on my phone for all access to the outside world. I am sick over this whole thing. To be called a liar by people who are supposedly there to help me is crushing. They never actually said I was a liar but their comments about my minutes etc. definitely said that.
Ann E. O'Neil
[protected]@gmail.com