TracFone Wireless
Reviews and Complaints

Had tracfone service for going on 20 years. Had the same number that is used for my primary communication for my medical appointments, Childrens school Emergency, got a new phone in july everything transfered over no problem then thursday September 21,2023 out of the blue phone said invalid sim my wife called they sent new sim card now they say they cant verify my account to transfer my number and recently purchased minutes and text on my account.

My husband bought my son a Samsung A53 Tracfone. After a few months it would shut off and no matter what we tried, it would not turn back on for more than a moment and then shut back down. I called Tracfone and they stated I should send them the phone and they'd send a replacement within 1 - 3 business days. They did confirm that they received my phone on August 9, 2023. I also see the tracking info that they received it. I have called practically every three days since then and no one can tell me why they haven't sent a replacement. They did confirm they received my phone. I get nowhere. I call and talk to a different manager every time. What am I supposed to do? I either want my replacement or a credit on my account!

My TracFone went dead so I called them and they said that I changed my phone number to another phone. I told them I did no such thing and they kept on saying I did. Well then they said my phone was 3G and they only went as low as 4G and that I would have to buy a new phone. I told them my phone was working fine an hour ago and demanded they get it up and running again. They said they would contact tech and to turn off the phone and check it in 24 hours. I called a place that sells TracFone and they looked up my phone and told me it was 4G and that they sell a flip phone that's 4G and it's a TracFone. 24 hours later I turn on the phone and still no service so I call them again. Once again they tell my phone is too old to work in their system and I once again tell them they are wrong and demand they fix it. 24 hours later low and behold it works but my rolled over minutes went from 19,172 to 3000. They brought up the new phone thing and tried to tell me that was the reason for the 16,000 plus missing minutes. Well I filed a complaint with the FCC and TracFone calls me 2 days later and give me the same crap. I argue and tell the girl to look up my record and after 15 minutes she says I have 18, 265 and I tell her she's getting closer. She says she will turn the information over to the appropriate person and they will call me back the next day. They call back the next day and offer me 11,000 minutes and I say no and she then said the case is closed. Now I have been with TracFone for over 20 years and this is how I get treated for my loyalty. TrackFone has been acquired by Verizon and they're ruthless and only care about money. STAY AWAY FROM TRACFONE!

On July 4, 2023, I purchased a one-year Tracfone Card on ebay, as I have done many times. The card topped off my existing balances to 9.56 GB of Data, 4700 Minutes of Phone, and 2678 Texts, with a Service End Date of 10-3-24.

In August my phone Did Not Work and all balances were Gone! My calls and chats to Tracfone were useless, but I was told, 'you have filed an invalid credit card dispute and your service has been disconnected.'

I Did Not File Any Claim!

I was told to talk to several other 'departments,' with each person reading the same script...and telling me that they could 'not verify who I was!' One of them even gave me a number to call...that was to a company that Leases Phones!

I was then told to '...send us a Money Order addressed to TracFone Wireless, INC, Attention: Chargeback Department located at 9700 NW 112th Ave Miami, FL 33178. Please clearly write your Full Name and Address, your Mobile Phone Number and the Serial Number of your Phone (IMEI, ESN, or MEID). Make sure to enclose your Money Order in the amount of $51.22. Personal checks will not be accepted. Money Orders received will be processed within 4-7 business days. After this time, you may call us to reactivate your service.'

The last 'department' I was told to contact...Business Assurance Department. Someone named 'Richie' merely Repeated the Same Script...about the credit card dispute, and that I could send a money order to pay!

Again...I Did Not File Any Kind of Claim! If someone hacked my account and filed (for what purpose?!) Tracfone should have some records. They have provided No Proof of this!

After 30 Years of being a Tracfone customer, Why would I file a claim for $51.22 AFTER Successfully updating my Balances?!

I want All of my Balances that I Paid For Returned and my Phone Number Reactivated!

I was trying to activate my wife’s SIM card that’s through Straight Talk Wireless. I bought my SIM card activation kit at Walmart for $37.68 all together. It came with two SIM cards and an activation PIN number that’s worth $35 dollars.

I called in the first time at 5:18pm CST and got hung up on while on hold. Then I called in at 5:27pm CST and the lady on the phone yelled at me for using SIM card B that is apparently for AT&T and I was suppose to use Sim Card A. We got into it and then she hung up on me. Then after that I spoke to 9 other representatives on the phone and they all hung up midway through when trying to activate my wife’s phone.

I was told conflicting information the entire time. A list of some of the things I was told.

- I can’t use the SIM cards provided to me, I need to buy new ones again.

- My wife’s IPhone 13 is not able to use a SIM card and they would need to use a ESIM.

- The SIM card has been activated and it should work in 30 minutes.

- We will give you a call back (Which Never Happened).

- Sim Card B is for AT&T and Sim Card A is Verizon.

On [protected] at 1500 hours I called to activate my new samsung phone. After talking and chatting with 4 different people the process of transferring my number to new samsung from my flip phone could be done. I repeatedly gave the imei and sim numbers and got no results. Do you not have any capable people available to perform these tasks? [protected] imei352678733639378 sim [protected]

I I have done business with Tracfone for over 20 years. This is the first time I have had a problem. I had an accumulation of over 1000 minutes. I had to renew my plan on August 21 2023. I went through the process, and confirmed this by checking my bank balance. On Sept 1 I tried to call my sister-the call went to some other com[any.

I called Tracfone and the transaction did not go through. ALSO I checked my balance THE 1000 plus minutes I had accumulated had disappeared. They were good enough to honor the trans action but could not give me a reason what happened to my minutes. I have called them several times and have written a letter.

I called on tracfone using minutes and kept getting the run around. I have had them hang up on me and a chat dismissed.

I feel robbed and that they are scamming me out ot my minutes.

Please check with them, find out where my minutes went too. I am sure the keep a log of my account and could access this account. The phone number for this account is [protected].

I wrote a letter over a week ago and have not gotten a reply.

I feel robbed. I want answers and my minutes back.

Thank you, Tina K Perry

Hello, I am writing about the new Orbic Magic 5G phone that you provided free with a 12 month plan at Tracfone. We have spend more than 12 hours, 2 professionals, and me. At present time, the phone is overriding any calls with Straight Talk trying to get the info to sign up with them. The phone and Tracfone info is absolutely unusable. What can you do? May I return all the stuff that I received and get a refund? I have used Tracfone for many years, but this is a disaster. Please let me know. I need the cell phone with my business. Thank you, Delores Pittman, [protected]@msn.com, landline-[protected].

This complaint is in reference to loss of service on Tracfone account [protected]. Event description: When I returned from Canada on 9/3/2023 my iphone was corrupted and I lost service. After several attempt to correct the issue Tracfone was able to resolve the issue and the phone worked for about one half of a day, Sometime shortly after, Tracfone deleted the remaining data, texts and minutes on my account. I estimate I previously had 2gB data, 500 texts, and 700 minutes. On 9/10/2023 I reviewed Tracfone resolved the problem by doing a complete reset on my phone but refused to restore my data, text and minutes. This seems criminal and I should consult legal action.

after loosing my phone I attempted to transfer the service to my older phone. I learned that the email attached to the account was one that had been cut off several years ago and the password I had no longer worked. I tried on line several times, they wanted to text me (note LOST PHONE) I ended up going to use my mothers land line. They tried to have me enter the code on a corded phone, rotary phone, I located another phone the next day to try again, I was then told to go buy a SIM card, the store was out, next day I got a Sim card and replaced the card in the phone. Each change of person, phone, online whatever I had to re-give all the information I had before, including possible numbers that I had called, my mothers maiden name, phone IMEI, SIM card number.

The last call told my that "when I was able access the email account (which is long gone), the could verify my account. Until then I cannot transfer the phone, cancel the account and stop payments nor will they let me talk to someone to complain.

Talked to tracfone about being stuck on a blue screen. Said they would replace as soon as they received my phone. Sent on 7/25 they received on 7/26. Still have not received a phone. Chatted a week after they received phone.They said it would be 7-10 days after reception. Chatted again a week later after the 10 day period, said it would be 5 -7 days. Chatted and received a call back 8 business days later, said it would be 1-3 days. Another chat and call back. promised 2 days and an email to confirm the conversation. No email and now still no phone. Guess they win. After more than 6 weeks I need to get a phone. They get to keep my unused minutes,texts, and whatever else. I give up. Going out to get another phone. Won't be tracfone, By the way Ticket #[protected],#[protected], and expidited ticket #[protected]

I didn't know that you took acp so I tried to transfer my phone to qlink but it didn't work so I bought a refill card and my phone still doesn't work. I've tried to talk to you guys several ways but am told I need to call. I don't have a phone I'm a senior that lives alone and so now I'm sol I guess

My apple ID is connected to my sons phone too

my imei is [protected]

my phone number is [protected]

my son lives in virginia for college so I don't know what to do

Tracfone has a spin the wheel to get reward points that you can turn it in for service or what have you I spun the wheel got 4500 points and they gave me one point I took a screenshot to prove 4500 points because they have screwed me in the past with the reward games Called them up. the first person I spoke to said yes it showed I scored 4500 points give it 24 hours to show so I did.the second person said it only shows one point so now they want me to mail the screenshot to the Miami office. Of course it’s snail mail not email. Anything to make it more difficult.

TracFone received my damaged phone August 11 at 9:11 am. It was signed for it at the following address:

5501 CentrePoint DR.

La Vergne, TN 37086

I was told a replacement phone would be mailed to me in 3-5 business days. I still have not received it as of Sept. 5 and still have not received a tracking number confirming its shipment to me. I was told the warehouse does not have my model phone in stock, so I told TracFone customer service many times to send me my damaged phone instead and I still have not received a tracking number confirming its shipment. I have spent many hours on the phone with TracFone Customer Service in the past three weeks to resolve this issue which is still not resolved.

If I don't receive a tracking number this week that confirms the shipment

of my damaged phone, I will file a complaint with the authorities.

I paid for a 30 day phone on August 14, 2023. When I purchased the card, I still had 4 active days left of service from my purchase in July 2023. The service end date showed I paid for service until September 14, 2023. On August 30, 2023 I made my fourth or fifth call to customer service because for the third or fourth time I still could not use my phone. They told me my service time had expired. How? I paid for a 30 day unlimited talk, text, and 2MB data. How am I out of service? He told me it had expired. Uhm ok once again, how? I paid for 30 days of service. I have had problems with my service not working for the last two weeks, resulting in multiple calls to customer service. So not only are you telling me I haven't been able to use my phone, now I need to pay again when my 30 day service card has not ended? I have filed a complaint with consumers report as well.

Called tracphone about a blue screen and phone locking up. They said they would replace the phone. They sent a shipping label so I could return old phone.Sent on 7/25 and tracked package which they received on 7/26 from ups. Chatted after a week and said the phone would be shipped in 7 to 10 days after reception. Chatted after another 7 business days. They said phone would be here in 3-5 business days. Chatted again on 8/21 and they gave me another dept with a callback. Promised the phone in 3-5 days. Chatted and got a callback, again, on 8/28. said were having difficult time finding new same phone model. Offered me a lesser phone. Not acceptable. I offered to take original phone back and a refund on all airtime still on the plan. Promised me the phone would be here in 1-3 days as soon as possible, and to compensate me for all minutes and lost time. Asked the operator(Julian, who said he was a supervisor)

to send an email confirming this promise. Said he could not sent an email. I'm waiting but holding my breath.

Joe Abbott

Original ticket # [protected]

Revised ticket # [protected]

I received a phone call on my Tracfone on August 25, 2023 at 2:47 PM from a prospective tenant who had an appointment to see my rental property. The inbound call lasted less than 20 seconds. The following day I looked at my remaining time, which should have been around 168 minutes and it only showed 57 remaining minutes. I texted to 611611 to report this mistake since there was NO OUTBOUND CALLTO THIS NUMBER, and nothing was resolved. I then contacted "customer service" and spoke to a representative asking why the inbound phone # was showing an outbound call lasting 1 hour and 38 minutes. I have a witness, if necessary, to corroborate the fact that at that time he was being shown the rental property and my Tracfone was left on the kitchen counter. The representative kept claiming that I was not being charged the 98 minutes that had mysteriously disappeared from my account. THIS IS THE THIRD TIME THIS YEAR THAT SUCH AN INCIDENT HAS HAPPENED. I didn't pay much attention the first two times, but now it has become apparent that minutes are being stolen by your system. If we cannot resolve this issue I am prepared to file a fraud complaint with the Michigan Attorney General and whichever Federal agency regulates wireless carriers.

On or about Monday 21 Aug 23 I inputted a refill Tracfone 60 minutes card for talk, text and web on my Tracfone account app. However, before I input the refill card, I check my account balance it shows 5.26 gb, 5564 minutes and 3045 text. later when I check my balance it shows the same data. I turn off/restarted my phone to see if the information will update and I normal do, however the information didn't update. I called customer service, they were unable to assist me, so I requested a call back at 0900 the next day. On Wednesday I received a call at 0900. I explained the situation to the representative, and she said that my data was adjusted. I also received a message from the company with my data available. it shows Bal voice 5568, Bal sms 3043, Bal Data 5.26 GB. However, when I check my account balance later it shows 0 voice, 0 sms and 0 data. I called the customer service, and they insisted that I had 0 balance on my account. I repeatedly told them that was incorrected. they said the last card I inputted was only for 60 minutes voice. I said OKAY if that is the case what happened to my prior data. They said I probablly used it. i told them that was impossible, After spendimg hours on the phone with no resolution. I asked to speak to a supervisor the customer representative flatly refuses, I am not going to tell you speak to my supervisor, this is what I was trained to do. They resolution is to give me 59 mins of voice, 60 sms and Data 60MB. Therefore, I loses all my minutes, data and texts.

On 8/25/23 I added a 60 minute 90-day plan. I should have received 180 minutes but whan I got home I added plan and when I checked my minutes I only received 115 minutes per Ann customer service. She stated I had used 65 minutes already but not true. I had just walked in home added time no other calls . I have been with tracfone for over 20 yrs but for some reason not great like they used to be. I would like my 65 minutes that I paid for.

I had to port out a Tracfone number to a new T-Mobile phone/service due to international travel but needed to recover my time (2300 days) and min/data/texts to use with a new tracfone number on the original phone. In a very detailed chat with a Tracfone agent I was told to port out the tracfone number first then reach out to Tracfone to get a new number after which I "get to recover the minutes, texts and data remaining as (well as) the months of unlimited service remaining". I ordered a Tracfone SIM, ported the Tracfone number out to Tmobile and called Tracfone within 2 days of the number porting out to get my new Tracfone number and recover all the minutes/texts/data and service time. I was told that because I ported the number out first (like the Tracfone agent told me to do) I forfeited all the service time/data/min. I have the chat transcript from Chuck (Tracfone agent) from 8/18/23 at around 5:40 PM EST where he clearly told me to port out the number first and that I would be able to recovery everything. Tracfone Agent Mary (Ref #[protected]) was the first to indicate that agent Chuck had lied to me and was very apologetic but said she could not do anything to fix it. At my insistence Mary escalated to "Corporate" who called me back. Agent Jelsa from "corporate" was the second to relay to me essentially that Chuck had lied to me and she was also apologetic but said she also could not do anything. I gave her the day/time of my chat with Chuck (I wanted to read it to her but she declined) and she says she sent a report to "higher management" who would call me back in about 24 hours. I asked for a reference number but she said there is none. I await a call from "higher management" to see if they will allow me to recover my service time (2300 days!), minutes (unlim until ~11/2/23, then 0 rollover), texts (5800 rollover), and data (19 Gb until ~11/2/23 then 3.21 Gb rollover) as Tracfone agent Chuck clearly relayed they would or make it clear that Tracfone agents are free to lie/swindle Tracfone customers.