TracFone Wireless
Reviews and Complaints

The end of June I had an issue that I lost all service to my phone. Error message said "you were unable to sened a text message due to a device restriction or insufficient funds. I have a service end date of [protected] with a years service, had almost 5 GB data since I use wifi and not data, and never received any warning that I was going to run out of minutes or texts. I had alot of minutes since I hardly ever use my phone to call someone, we have a landline and I use that. I had over 2500 texts at the beginning of Jan after starting a new phone and find it hard to believe I had used them all, but had not checked my usage for awhile since I knew I had plenty. Well I called customer service and was told I used up my service, but when I told them my plan goes to January, and after going back and forth for a day, they said they would start my plan back, but I didn't get any data or texts back. I was supposed to receive a call back but never got one. Called again, was informed they would resinstate my plan's minutes, texts and data but had to wait a day to see it. Another day goes by and got some minutes, but nothing else. I was told I could contact them again. So we were gone for a wedding, and busy and when I called again to the resolution dept, I spent another hour on the phone with a rep who just kept repeating I consumed everything and nothing they could do. My phone says I have used only 14 mb of data in the last 30 days, so someone has stolen all my minutes, data and texts. I advised that I would have received a warning if I was getting low, but the rep kept repeating there is nothing they can do since it is used . My tracfone account is messed up also, both myself and my husband have phones and lines with tracfone, but we can not see his info at all. I have advised that someone stole my minutes, data and texts and got no where - to the extent, I have to buy something I have already paid for. I am going to notify the BBB.

Purchased 8g data from Best Buy on 4-2-23 for $40. Activated it immediately on Tracfone. The data balance never showed up on my dashboard from Tracfone, but I was able to use some of the data, and I could find the balance by texting 611611, at least until they suddenly expired all my data in June 20223. Then tracfone expired the data on 6-1-23 because they claim that the was the end date of my unlimited plan, even though my talk and text minutes are good until 8-7-23.

I have been a tracfone customer for 12 years and my phone (1 year old) quit working. It said"phone has been deactivated". Called customer service and they keep transferring me different people until they hung up. They said they couldn't help me if I couldn't verify my account. They said they needed a 4 digit number. I may have gotten one 12 years ago but had not ever used it and so I didn't know it. They said there was no way to verify I was the owner so they couldn't help me. I said ask me the second security question because I use the same one, they said if I couldn't answer the first one they couldn't ask the second. I spent a total of 12 hours trying to resolve to get my phone re - activated with no luck. lost a years air time, 3000 minutes, 3.9 gig data, 11,000 texts. Having been told that there is no way for them to verify the account they couldn't help. I got tried of running around in circles with them have to go to a different service. They were NOT interested in helping solve the problem.

Stolen minutes from my daughter's EMERGENCY phone. My daughter doesn't use this phone at all except to call family. No texts were used, and only 15 minutes accounted for. I don't like technology for kids, so I opted for a flip phone for my daughter's safety only. I opened her account and it shows all of the minutes and data wiped, when 2 days ago it was full!

After being a loyal customer for a couple of years, they switched to the Verizon network. I ordered my new SIM card, installed it, and nothing happened. I spent an hour on the store phone at Best Buy trying to get it to work. They tried so many codes it locked out my SIM card. Bought another one and nearly locked that one out, too, but I managed to get it to work with a 10 year old Tracfone I had laying around. Because suddenly my Samsung Galaxy S8+ phone wasn't compatible. This took another two and a half hours. Then they cancelled my service because I didn't pay, even though I've been on autopay since day one. Got the number reinstated. Will keep it long enough to move it to Mint Mobile. I couldn't understand tech support half the time, the other half they didn't know what they were doing. Tried the website today. It took them five minutes to ask me for my name and number after I stated my problem. After I gave it to them with no response, they said they were still waiting for it. Told them I already gave it to them. No more communication after that. 20 minutes of my day wasted. Worst experience ever.

Activated new phone and new plan. Account after 4 days, still does NOT show talk, text and data-all 0. My Account activation order shows remaining 363 days, but no numbers: unlimited talk and test-no data of 24. Chatted 5 times, 2 callbacks promised ; zero callbacks and 0 results. Just please show my remaining data numbers .

Ticket [protected]

Description: Wrong description, not closed, no results.

Also the case that came w/ the phone messes up the speakers for talking and Audio play. No one knew this, found it on you tube. Restart the phone is the only solution CS gave. Tracfone Wizard was suggested for transfer to new phone, it does not exist anymore, for years. Customer Service is useless.

On June 25, 2023, at approximately 5:10 pm, I was on the phone speaking with a friend, when I was disconnected. When I tried to call her back, i received a recording message that I was unable to make any calls.

I contacted Tracfone at approximately 6:10 pm to purchase minutes, and when doing so, the employee was indicating that my atm card was not being accepted, which took over 30 minutes to insert into her software, which was not completed as of yet.

I asked to speak with a supervisor, which was named "Gloren", and she inserted my atm card information and it was accepted asap, as well as my minutes! she also informed me that I had 100 minutes prior to calling, which indicated that I should not had been disconnected from my phone call in the first place!

Sincerely,

Pamela J. Frazier

On June 6, 2023 I sent my broken smart phone UPS to RMA#1070984-TRAFONE WIRELESS INC

5501 CENTREPOINTE DE.

LA VERGNE TN 37086

I have called many times to get no answer except to be patient with them. The warehouse had not received my phone. According to the tracking UPS it had! I need a phone I am a senior and need to have a phone for emergency. Please look into this for me. I tried everything I know how to do.

Thank You for your help

Marilyn

I spoke to several Customer Service staff about this situation since March and get numerous excuses and no phone. I purchased the Blu View 2, black smart phone, order #[protected] for $29.99, smartphone $25 service plan with mobile protection. I have yet to see my replacement phone since it broke. I bought the phone in March 2023.

Phone number [protected] and ticket number [protected].

I purchased another smart phone online prior to this one in March, phone number [protected] and ticket number [protected] which did not have the mobile protection but I did send both phones back at the same time, March 25th.

I have spoken to the Customer Service Department numerous times and they tell me it's in the warehouse and will be sent out in a couple of days. Where is

the phone? I am still waiting for the phone.

Order a new phone on 6-8-2023 it arrived [protected]. Activated it [protected]. On [protected] I called to have my minutes text data from my existing phone transferred to the new phone. The person said ok after being on hold I was told it was done to turn off and on my new phone to get the transfer if that did not work wait and hour and try again. It did not work, I went on line to my account and found my old phone had been inactivated, not by my request, and none of my service was transferred to my new phone. After an hour I restarted my new phone and the minutes were still not transferred so I called back that evening. The person asked a lot of questions I gave her all the numbers told her what the problem was. She gave me a ticket number [protected] and said I would get a call back in 4 hours which would be about 7 pm.

Never got the call back so the next day on the 16th I called back. Talked to many people, got put on hold many times, hung up on 4 times. No one would help me so I called Tracfone Wireless Headquarters 3 times. Everyone said they could not help me. The last person said she was a manger and that she couldn’t give me my minutes back because I had not used the old phone for over 30 days, which is a total lie. I told her it’s my only phone, I just used it 3 days ago before you inactivated it. She kept repeating that and I told her that was not true, so she hung up on me.

My wife and I have been Tracfone customers for over 20 years and have never had a problem until now. I spent many hours on the phone trying to get this correct and was treated very badly and cheated out of nearly $2000.00 dollars of service. I told everyone I had a screen shot of my service I took before I called to have it transferred just in case something happen, no one wanted it or cared.

Since no one at customer service would help I am going to do whatever necessary to recover my minutes, texts, data, and service time. If no one at Tracfone will help I will be filing a complaint with the Better Business Bureau, every other agency I can find to complain to and I am going to file a complaint with my State Attorney General’s office.

I have a complete text of the chat I had before purchasing and was told the service could be transferred to the new phone. I was also told the warranty was one year, when I got it on the box says 90 days. I was also told I would get it in 2 or 3 days but it was 6.

Original phone now inactivated, IMEI [protected], phone number [protected]

Munites 7328 Text 1569 Data 2.30 Service Period 296 days left period end 04/07/2024

New phone, IMEI [protected], phone number [protected]

Talk & Text Unlimited, no Data, Service period 27 days left period ends 07/14/2023

Someone please help me,

Sincerely,

Ken Snow

Please. Nite. On. 5/ 2823. I. Was. Shut. Off. AZ. TracFone. Claimed. No. Minutes. And. I. Took. A. Monthly. Temp. restore. White. I. Decided. Why. To. Wait. My. Times. On. Crooks. On. 6/15/23. Tracfone. Claimed. I. Had. Used. 590. Minutes. Which I. Hadbt. I. Want. My. 2. Month's. Of. Service. Of. Service. Returned. At. No. Charge. Free. For. 60. Days. Your. Customer. Rep As. This. Car. WZ. Useless. ABC. Charged. Me. Another. $1099 plus. Tax. For. A. Phone. I. Had. Not. Used. For 5. Days. Someone. Has. Compromise. My. Account. At. TracFone. St. It. Legal. Review. My. Phone. Is. Off. And. I. Only. And. 2. 2. Minute. Phone. Calls. Since. Yesterday. Fix. My. Minutes. Now! Yiu. Are. Draining. Ne! Forwarding This. To. The. FCC. For. Their. Review. And. Legal. Repercussions! I. Have. Struggled. With. Your. Inept. Customer. Service. For. 2. Years!

Earlier I filed complaint # [protected]. I received notice that Tracfone had made a "good faith settlement, and the complaint is resolved. That is not true! Tracfone promised to transfer the unused minutes (1,696) and service end date of September 24 to the replacement phone. My original complaint is not resolved!

Minutes and one year of service was purchased at Walmart on 3/11/23, The phone replacement is for the phone I bought to replace my 3G with one capable of operating at 4G. That phone did not work properly even with the new SIM card Tracfone sent. When I tried to activate the replacement phone they sent Tracfone insisting that I must buy more minutes. I just got shart changed $100 of minutes. I am not a satisfied customer, and the original complaint has not been resolved!

My TracFone paid text (SMS) balance was substantially deducted (from 13077 to 6518) between May 1, 2023 and May 18, 2023 while I had little text usage.
My typical SMS usage per month is less than 50. TracFone deducted 6559 SMS from my account between 5/1 - 5/18 for some reason.
As I do not use text much, I called TracFone customer support to get an explanation or usage history tracking. The agent can not tell me why the sudden reduction and just hung up on me.

Here is the relevant 611611 balance history that I have kept on my phone. It should be clear that I have low text usage.
Your Balance as of: Apr 7, 3:40 PM
Minutes: 6,094
SMS: 13,077
Data: 6.74 GB
Service End Date: Mar 7, 2024
Your Balance as of: May 1, 5:52 PM

I tried to send my daughter a text on Wednesday June 7, 2023. Kept getting the message "Couldn't send message". Tried several times so I then went to the app and it said"Your phone cannot be used at this moment. For more information, please call our Customer Care Center at [protected] and we will gladly assist you." I called the number and talked to Customer Service who then transferred me to the Fraud Department. They told me to verify phone numbers that I have used to make or receive calls. Each one that I gave them they told me nope that is not a good number. Asked for my 4 digit pin on my account and they told me nope not right. After 3 tries my account was locked and I was told to call back again after 15 minutes as the system would then unlock my account. Asked if they could email a code to me. The person I talked to said she sent it and I checked and did not receive it. I asked if they sent it to my email address which I told her what it was and she said she could not give me that information. I was never told why I was talking to the Fraud Department, but I definitely felt like a criminal after I got off the phone. I was told someone would call me back and I waited until 10:30pm and never received a call.

The next morning (Thurday June 8) I called again and went through the same scenario, but at least one person told me my account was deactivated because I disputed the charge for adding a card to my account and I needed to call my bank. Asked how to see what the transaction was and I was told how to find it on the website. When I checked the site I saw 3 transactions which I did not do as a Mastercard and a Discover card had been used. Told the person I did not have either one of those cards and they said "You purchased a 1 year plan, right?" And I said yes that I purchased it on eBay from a seller who added the minutes, data and the 1 year extension. They told me again to contact my bank to find out why the charge was being disputed on my card. I then explained again that the cards listed for the transactions were not my cards so it would be useless to call my bank. Luckily I used PayPal and this person proceeded to tell me to contact PayPal which I did. Paypal is now working with eBay about this seller and working to get my money back.

Then I went through the verify the phone numbers and each time I was told that were not good numbers. I did pass my security question and I asked if they could have me verify my address or birthday or something to prove it was me and they said no. I needed to give them the 4 digit pin. Tried 3 different pins and again after 3 tries the system locked access to my account and I was told to call back again after 15 minutes. Told the person I have been with Tracfone for 26 years and have never had this problem before. I honestly do not ever remember setting a pin up. Then I was told to go to Walmart.com to purchase a 1 year plan and when I got the email with the e pin number to call back and they would reactivate my account. I did purchase the 1 year plan to a tune of $134.99 and I called back later in the day thinking they would be able to reactivate my account. Again went through the phone number drill and each time I was told no they were not good numbers. I assured the person they were and of course I was told no they were not. Was asked the security question which I passed and then was asked for the pin. Of course after 3 tries my account was locked and I was told to call back again after 15 minutes.

Called on Friday June 9 first thing in the morning and talked to Customer Service and I asked to speak to a supervisor or someone higher up. They transferred me and the connection was lost so I had to call back. The person I talked to asked for the phone numbers again, but this time only wanted out - going calls. I told her in the time period before was phone was deactivated I only had 3 and again I was told the numbers were not good. I asked for a higher up person who could help to activate my account and I was told no one could do that at the company. She said they had procedures to follow and not one person in the whole company could not do that for me. Really? So I said I am literally out of luck and can not get my phone reactivated and she said yes that is correct.

I spent more than 4 hours on the phone from Wednesday night to Friday afternoon and that is the final response that I got.

After work yesterday, June 6th, 2023, I tried to text then phone home to let me wife know that I would be coming home. She gets nervous if I don't get home within an hour. But, the text and calls would not got through. I phoned "611" and talked to staff at least six times. It starts with the phone number which their automated system recognizes, and then I'm told that the person who answered cannot solve my complex issue so I will be transferred to the higher support. When the line was not dropped they asked for phone numbers I called or texted in the last 60 days, but not in the last 3 days. Looking in my text history I read the numbers I contacted over a week ago. Failed! Went back two more times and read the numbers. Failed. I am reading these from my call/text history. How could this fail? Next they tell me without validation they CANNOT tell me why the phone was deactivated, and they CANNOT re-activate! What the heck is going on?

Edward Willis
1732 London Ridge Ct.
Toledo, OH [protected]
[protected] – Landline
[protected]@klcm.com
5/30/2023
TracFone
Executive Resolution Department
9700 N.W. 112th Avenue
Miami, FL 33178

Dear Sir/Madam,

I am writing to complain about the missing minutes from my account. I have noticed that there are approximately 5,000 plus minutes missing from my account. I would like to request that these minutes be credited back to my account as soon as possible.

I purchased a new phone from Walmart on 5/4/2023 and I called TracFone to switch to number from the old phone to the new phone. The agent stated that I would have to buy new minutes for the new phone in an effort for him to switch the phone service. I question why I would have to purchase new minutes for the new phone. I had over, or approximately 5000 minutes on the old phone. It ended with all the minutes I had on the old phone account totally deleted and I don’t know what he did but according to another agent, the old account no longer existed.

I have been a loyal customer of your company for approximately five years and I have never had any issues with my account before. I am disappointed that this has happened and I hope that you will take the necessary steps to rectify this situation.

Please let me know what steps you will be taking to resolve this issue. I look forward to hearing from you soon.

[protected] - Cell Phone

Sincerely,

Edward Willis

7:07pm CDT, 31 May 2023, attempted to log into Tracfone.com to check service days left, but received the following message:

"Alert

We are unable to validate the information you provided. Please try again."

The same message when trying to log into My Account app. I tried again, using phone number and IMEI with the same message each time. I wanted to double check when this current monthly plan ends, as I am considering dropping Tracfone and going with another company due to problems like this logging in error. The log in fail has occurred before, but eventually was corrected. One time, couldn't log into app, but could on the website. Will be interested to see how this resolves. Thank you!

I purchased a tracphone on May 20, 2023 over the internet. On May 22, 2023 tracphone recieved my payment of $27.65. The problem is that Tracphone never sent me a confirmation email about my purchase (but did take the money out of my checking account). I called to find out what had happened with my new phone that was said to be arriving between May 24 thru May 26, 2023. I was aked for a purchase order number which I replied that I didn't ever receive one, and I was told that because I didn't have a purchase order number that there was not anything that they could do, even though they already took my money. This is not right. I have the fees from my bank showing that the funds were indeed taken. I don't know why Tracphone is doing this because I never had a problem before. Maybe it is the people in Cutomer service but I really want my money back. I have written the Better Business Bureau and they are trying to get in touch with Tracphone. I have contacted my bank and now they are trying to contact Tracphone. Can someone who knows what they are doing from tracphone contact me. Thank You Gary McMahon, [protected] (email) [protected]@aol.com

Check the ticket # [protected] you stole my phone and refuse to complete the promised transaction. SCAMMER and LIARS all of them! you need to replace the defective phone with the one you told me to send to your warehouse. The warehuse received toe defective unit over 6 months ago and never sent out the replacement. company keeps lying and makeing fals promisses. NOTHING BUT A BUNCH OF SCAMMERS and LIARS! Stop the B/S and do what you promissed. NO more LIES!

TRACFONE stole my cell phone when they were to replace a defective unit. I was told to send in the defective unit for an exchange, NOW after 6 weeks they will not give any info why they havent shipped the replacement. After 20 to 30 phone calls and hours on the phone, all they do is LIE and say how sorry I got caught up in there SCAM SHOW. They first told me if I send in the defective unit I will receive a replacement within 3 to 5 days. THAT was 6 monhs ago. I had to go out and purchase another phone from a reliable CO now. They need to be put out of business for FRAUD and SCAMS. They will stall and LIE everytime you call them. Submit a report to the BETTER BUSINESS BUREAU. at least they will be informed of tracfone SCAMS. Customers DO NOT SEND ANOTHER PENNY WITH THIS FRAUD outfit!