TracFone Wireless
Reviews and Complaints

In the past few days (5/26/2023 through 5/29/2023) my husband and I have spent at least 4-5 hours per day attempting to resolve multiple Tracfone issues. My issues have been: network connection dropped (a number of times) minutes/text and data disappeared (although the app showed thousands of minutes and texts plus 1.7 GB of data - all went to 0 in less than a day), needed to buy another plan, spotty service. My husband was scammed by an eBay seller (customer buys the card, service/minutes/data/text are added to the account, seller stops payment to Tracfone, customer’s account is restricted due to a ‘chargeback’, unable to recover the phone or pay the ‘chargeback’ because the verification system fails, customer buys new plan, attempts to activate phone, after hours/days unable to connect to a network (receive a ‘roaming error message), phone is still not working. Customer Service is useless. Every time you have to go through all the steps that didn’t work. Calls are often dropped. No resolution was gained. We are out more than $300 in the past 4 months and will be going with a different cell service.

I purchased a 30 day SIM while visiting in the States. I also purchased additional data. First I had problems with making calls. I called twice to customer service and the issue was finally resolved. But I never had access to the 1 GB data that was included. I purchased more data. My phone currently shows 0 GB of data, but I have not used any. I called 2 more times and talked to Tier 2 tech support. Supposedly they updated the system, I guess they did, because my data is gone. I still have the card, so I will try and upload it again. But I also had 1 GB included with the Unlimited Calls/Text plan I purchased.

It's really been difficult navigating through the city without internet, that I paid for. Tech support keeps telling me to call back, but they cannot help me.

I returned a A53 Galaxy phone because it was defective. Tracfone received it on April 23rd. I have not received a replacement. Tomorrow will be one month. Every time I call I'm told that it will take 3 to 5 business days. Today I was told the same thing 3 to 5 more days. They will not tell me when they will ship it. This is the worst product support. There has been 5 tickets written for a replacement.

Last ticket I wrote down was [protected] Does anyone care if I receive a phone

George Jacob [protected]

I have a tmobile service that is active as of right now but the phone that was provided with that service had been extremely damaged and us unable to be used I was told by a friend that the tracphone was compatible with tmobile and I'd be able to activate the tracpho e using my tmobile service and phone number that I could only call tracphone and have them use the tmobile as my chosen provider and then I'd be able to use my already active service with no problem j double checked and even loomed l on line to make sure my sim card from tmobile was compatible with this particular tracphone and it is but when I called the custo.er service number to be able to set all this up the representative told me I had to have am active service with Trac phone for 60 days in order to unlock the phone but that is not I was mislead to have understood I only.got the Trac phone in order to activate as a tmobile provider in which I'd be able to keep my existing tmobile account and phone number I am not haply at all the 6o day waiting period I need the phone to be unlocked now so I can put my tmobile service on. The phone I'm out of town at the moment and I need to have a working phone right now I'm financially right now not able to purchase once again. Another anything really I need the phone to be unlocked now if at all possible the imei number to the phone I need to have unlock is [protected] and the service im needed added to the tracphone is with tmobile and phone number is 9105830071plz help me to asap

Purchased a new Orbit 5g phone on April 3rd. On May 11 the phone would not boot up, it would just freeze at the Welcome to TracFone screen. Spoke with tech support and they advised that they would send me a replacement phone in 3 - 5 days. May 18, still no phone, TracFone ticket shows still active and I should receive it in 3-5 days. Support then informed me that someone should have told me that I needed to send the old phone in and that I should have received an email with the return instructions. Neither of those happened, they refused to send it out until I sent it in. I then spoke with Aletha (ID# 510868) at the FL corporate office who also refused to do anything, other than to send out the return email so I could return the phone. I asked to speak with her manager/supv and she stated that she could not transfer calls out. I told her that's OK, just give me their number and then she told me that they did not have a phone and their is no way I can get in touch with them. At this point I now know that she is just making things up or lying to me. Now I have to go another 10 days without a phone because of their mistakes. Terrible customer service and they don't take any accountability for their mistakes.

I have talked to three different people about this with no satisfaction. On Monday May 15 my current plan end date was August 2, 23, I added a one month card and my new current plan end date went back to June 14, 23. I feel like I just paid to have you take two months service from me. I may not be the sharpest tack in the box, but even I can understand what is the problem from the above statement!

Have had problems when making outgoing calls to cell phones and land lines.

I had been using the number [protected] to make outgoing calls. But on the receiving line the call would not show up as me but as "Allison Brooks". Often times the party I was calling would not answer as they did not know this person.

I call tracfone and was told this was the previous owner of this number but nothing could be done but get a new number. I did this thinking my name would then appear as the caller. And now I have the number of [protected]. Now when I make a call the receiving line shows,"spam risk" Very very few people, I am calling, when pick up this call. So this tracfone now is basically useless to make outgoing calls. I have been a tracfone user for many years but this is getting to be serious and aggravating.

disabled cancer person had problems scratching off label on renew cards but had the bar code for the card. the customer service rep asked for the cancer person to guess at the pin numbers when only 6 of 15 numbers were legible and other 12 of 15 were legible. the cards had been purchased from Dollar General and one from Walmart. If this company treats all disable customers this way it is the worst customer service i have ever been associated with. The Customer service individuals both regular and upper management disconnected calls even thou the client was polite and patient.

Tracfone is playing with peoples privacy and Personal Accounts, it's not right I purchase a Phone Card and add the minutes to my phone, here to find out they put my 8581 Text, 4286 Talk. NO! I purchase every three months to talk with my friends in MI, NC, VA, PA, Cali, FL, not to be Texting them, Quit messing with people accounts. I will report these finding TEXT is NOT what I use. the 8581 Minutes should be Transferred to TALK, and stop messing with people accounts. I will report this to Social Media, Don't mess with my account.

My PAGEPLUS (Verizon compatible) SIM card has not worked for anything except SMS from its first use about six months ago. Yesterday I spoke with a support person and we did a number of checks and a network reset as well as using the sim card in another functioning phone with the exact-same results; SMS only, no signal bars and if any bars came, the moment one tries to make a call, the bars drop immediately and the call drops. With BOTH phones the same performance with this SIM. Additionally, Verizon signals on other phones in the house is always reliable on any floor in the house, but this phone, on the top floor (or anywhere else for that matter) does not often find any signal from Verizon!

My call was escalated to supervisor and further checks made and then escalated to your senior technical team. That lady said that the problem is related to some issues on the PagePlus system and that she would have resets made. She also agreed that I should be reimburded my payments made since August as the phone could not be made for calls ever; she said also that, when the resets at PagePlus were done, in up to two hours or so, that she (or a colleague) would call back on my US cell (267.271.1590), and they would ask me to boot up the phone and run through a check to make sure I had a signal (and can make calls). Nothing happened in 24 hours. So, today I called in and spoke at length to the junior support. They had no notes as all are “with the senior team”. More time was spent but… he says that the problem is likely also the SIM Card itself and that he would get me a new PagePlus ‘Verizon’ SIM Card, sent gratis, as it has never worked for call use since new. He routed me to speak to a supervisor regarding the repayments (for having NO CALL SERVICE due to PagePlus settings failure), but the lines were busy and my call was dropped by the system… Not a happy situation. I have no email regarding the replacement (gratis) replacement SIM and nothing from your senior technical team about the PagePlus settings reset on your servers and nothing about the reimbursement of charges (since day #1 with no calls being made) due to these failures. A letter sent to TracFone Wireless, Inc. - CUSTOMER COMPLAINTS., 9700 Northwest 112th Avenue, Miami, FL 33178 on March 24th 2023 has not been acknowledged or answered.

I'm 77, disabled PLUS "HEARING IMPAIRED" I bought a TRACPHONE one (1) week ago 26 April 2023, to use exclusively for TEXT messaging ...the TEXT messaging worked for only 4 days ..now Tracfone wants me to pay them money via giving them a Charge Card number or ATM Number with no limit of costs to fix/repair it. This is a brand new phone! It is a Pre-Paid phone service by which I bought a one month card on 26 April 2023 and seller (Walmarts) install this card; now after 4 days TracFone terminated my use of this phone even with a full month paid in full in advance.

Web-site is full of complaint of TracFone scams... nothing new.

I want my money back (FULL REFUND) $60.06 and costs and expenses and all damages and inconveniences they have cost me.

Note: I am filling a Complaint with the Federal Government, Elder Consumer Protection Division

My phone stopped working [protected]), and I bought a phone from ATT intending to port my number to the new phone. After talking to 4 Tracfone reps for almost 3 hours (including one hangup on their end after more than an hour on the phone, and another rep promising someone would call me back - they didn't), they still won't port my number. They ask me to use my defunct phone, which of course I can't. They sent a verification code by email to confirm I'm who I say I am, but then ask for my account number, which they've never given me and is nowhere on My Account on their website. They sent one unlock pin by email, which ATT said did not work. So then they tell me they cannot port my number; I ask for a supervisor or for them to escalate my case, and they refuse. I have serious medical issues and not having access to my phone number is putting my health at risk.

As others have complained, I am having a similar problem with my outgoing caller ID is wrong. I've tried Tracfone's chat, call center and even sent a letter to their corporate headquarters explaining the problem. I'm sitting here waiting for their technical specialist to call. They said they would call at a specific time twice now and have failed to do so. I don't understand why this is such a problem, don't they issue caller ID's when you sign up for their service?

Sonya A Shaw [protected] paid now $34.50 and still no service. Very frustrating. I have had this happen twice in a row now. Disabled and on a fixed income. Really upset about how this company just takes my money and never gives me cellphone service.

Sonya A Shaw

405 E Montgomery Avenue

Apt 5

Spokane, WA 99207

[protected]

[protected]@gmail.com

Direct Express Mastercard $34.50

lost my Business phone on 03/10/23 and recovered on 04/15/23, held by hotel where I left it. but when I recovered it, I discovered that it was deactivated and Tracfone Customer Service claimed to have NO record of the number or IMEI, even though I've had that number w/tracfone for way over a decade. Also lost 7 mo of minutes/data that was purchased in Nov 2022. I forwarded all calls to a VOIP and another phone that I used for overseas trips before I lost the phone and it's still the only way I can receive calls. I was told by CS that the number was NOT retrievable, which is TOTALLY UNACCEPTABLE, as it would be a disaster for my business. I cannot believe that's the case, as I get a message that the owner of the number (ME) is just "not answering calls now" and when attempting to dial out, I get the message that "your phone has been deactivated".

Spent 3 HOURS trying to resolve this issue, and it's getting very close to me taking the legal option if I can't get this resolved in 48 hrs.

the customer is clueless. see conversation below

visiting Tracfone today. How may I help you?

Tracfone: Thank you for contacting TracFone. Our hours of operation are Monday-Sunday 8am to 11:45pm. If you receive this message during normal operation hours, our chat agents are helping other customers. Your position is 41 in the queue.

how can I check my balance online? Lee: Thank you for visiting TracFone Wireless.

Lee: Hi Corina.

hii have several questions besides the first ondLee: Sure. Once you are logged in, go to My Account Summary and then Dashboard.

Lee: You can also text Balance to 611611.

there is no account summary or dashboardi have a smartphone and have no idea how to text on a flip phoneLee: No worries. We will figure it out.

so I found the dashboardit says 422 min. talk, 357 messages text, 2.07 GB leftLee: Great.

is this the balance or usage? Lee: That is your current balance, not the usage.

we also added global calling so that my mom can call to Germany, however calls to Germany are not going thru even when first dialing [protected] then the 011-49 and then the phone numberwywhy is this happening or better not happening? Lee: We will figure it out. May I know the exact error message?

it just wont connect the callLee: Okay. Let me double check it first.

is the global calling card only a one time thing? Lee: No, you can add as many as you want.

or is it a one time fee for as many times you want to calladd as many what? Lee: It depends on the rate.

what rate? Units? Lee: Let me check the rate first per minute.

so what is the $10 global calling card good for? unlimited calling to germany depending on the rate per minute or a one time accessalso hoalso can you provide me with the rate for Germany? I am sorry but ihavemany questionsLee: It is okay. I do understand. I am still checking on it. Please hold on.

Lee: I am still checking on it.

okLee: Thank you.

Lee: I am still trying to find the rate for Germany.

Lee: The website is not allowing me to check the rate. Please continue to hold.

if you cant find it then how am I supposed to find any answers online?:) Lee: Please try to access this link http://www.tracfoneild.com in your end.

okLee: Thank you. It will be unlimited calling to Germany depending on the rate per minute. Once you have already used up all the $10 card, you have to buy a new one.

o k I am in, now what? Lee: Please look for the ILD rate.

it would have been nice if someone had told us that it expires and that you have to buy new ones every timeLee: I do understand.

there is no ILD only options I have are Basic International, International neighbors, frequent numbers and $10 calling cardLee: Go to the $10 calling card.

ok1Cent per minute? Lee: Thank you. Yes, if that is what it displayed for Germany.

so under basic international it looks like Germany is included in basic international calling including cellularso why then would I have to buy a global calling card? Lee: If it is, there is no need to buy the $10 Global. Your regular minutes will work. You just have to dial the international access number or the ILD App.

what does the * next to the Country mean? Lee: Dial Access Number [protected] or [protected] and then listen to dialing instructions. Once done, dial 011 + country code + city code + telephone number.

I get that except it will not put the call thruso is germany included in the basic international plan or not? Lee: I am sorry, but I am not able to check it in my end. No worries. If you are not able to see it in your end as well, there is a specific department for our ILD service. I may need to schedule you a callback for them to call you. Can I have your alternate callback number?

another questionLee: Sure. Thank you.

what does it mean we have 146 days left? and service period ends 8/28/2023? did we not buy the phone outright and uploaded minutes? Lee: It means that that is your service end date. Your phone will be active up until that date. You may need to get/buy a plan on or before your service end date in order to keep your phone active.

what plan? how do you buy another plan? this is so confusingLee: It refers to our minute/service plan. You can check our available plans online. Go to Shop and then Service Plans. You can click this link https://www.tracfone.com/phone-service-plans on it.

cfone: Thank you for visiting Tracfone today. How may I help you?

does the basic international plan cover landline and cellular calls to germany?

Emerson: Thank you for your interest in Tracfone!

Emerson: I'd be more than willing to check it for you today.

Emerson: Are you already a Tracfone customer?

yes

Emerson: Thank you for being a valued Tracfone customer!

Emerson: Let me double check now.

also, can you tell me what service plan we purchased and what it covers?

Emerson: To know your Plan information, text PLAN to 611611.

can I find this out online? I have a smart phone and dont know how to text on a flip phone

Emerson: Yes you can do that by logging in your account.

and go where?

Emerson: Thank you for waiting. For Germany landline calls, it costs $0.018/ minute and and cellphones it costs $0.0306/minute.

Emerson: I would like to let you know that I am still here to assist you. Are there any other questions I may assist you with?

ok

Emerson: Have I answered all of your questions regarding our services?

so I can call germany on the basic international that comes with the phone and do not have to buy a global calling card, correct>

Emerson: Yes.

so why do my calls dont go thru when I first dial the [protected] number

Emerson: I'm sorry for the inconvenience. Currently, my team only specializes in online sales support and does not have access to account details, for security purposes.

Emerson: Let me refer you to our Customer Support Team so we can work to assist you. Do you have other questions before I refer you to them?

no

Emerson: Please stay while I transfer you to our Customer Care.

when will they contact me?

Emerson: Thank you for visiting Tracfone today.

Emerson: I apologize but we are unable to transfer this chat due to high chat volume. I can schedule a callback or you may call our TracFone customer service hotline number at [protected]. You may also chat with a care chat agent by clicking on the link Chat They are available between 8:00 AM - 11:45 PM EST., 7 days a week and will be able to further assist you and provide the best possible solution.

Emerson: Is there anything else I can help you with today?

Emerson: Please feel free to chat with us again should you have additional questions.

Emerson: Thank you for visiting Tracfone today.

Thank you for chatting with us today. The agent has left this conversation. For further questions, please start a new chat.

How to dial Internationally from a Tracfone:

Connect

From your Tracfone, DIAL [protected].

From Alaska, Hawaii, and the U.S. Virgin Islands please dial [protected].

Select

Select your language (1 English, 2 Spanish). Listen to dialing instructions.

(Instructions can be interrupted at any time and you can skip to step 3).

Dial

DIAL 011 + country code + city code + telephone number.

(For Bahamas, Bermuda, Canada, and Dominican Republic just dial: 1 + city code + telephone number).

Note: Please wait to be connected; DO NOT press any other key on your Tracfone or you might be disconnected.

ordered a cell phone that came from the box with a screen that states NEED PIN to unlock. Calling the company about this has been unsuccessful as they do not seem to understand that the phone is locked and nothing that they have suggested has worked to unlock it. At this point in time after they have said that they will replace the phone and almost two businesss weekdays later they still have not and will not explain why they are not sending a replacement and will not refund the money for this one which I will return a is received from them. The company is Tracfone and I thought that they were a better company than this Any ideas of what to do next

I have not been able to sign into my account for over 6 months now. When I go to sign in, it either tells me it can't sign me in at the moment, or the the page just shows the round rotating loading symbol forever, with no connection. I've tried chat before to fix this, to no avail. I know I can check our balances on the phone, but at some future time I'm going to have to be able to sign on to renew our minutes. Can someone help me straighten this up? My name is Craig Sowder and my cell phone number is [protected]. My e-mail is [protected]@yahoo.de. Thank you for trying to fix this.

I had a discontinued flip phone which had several minutes on it never notified . I had to transfer minutes onto a new phone took 2 days tried to make calls an couldn't so finally 3/27/23 went to Walmart to see if the could and he was so kind to call Tracfone customer service and still was unable to resolve issue. I called for 3 days speaking to customer service always said they was working on it and they would call me back never did so I would have to call back got a different operator each time would have to start all over. They reset my phone which caused me to lose minutes . had 10180 minutes on a phone I was unable to make or receive calls then to lose 181 minutes. I am retired and live on a very small income so when I have to keep purchasing a card every 3 months in order not to lose what I have. This is very upsetting and stressful to of been sitting with this phone for 2 months unable to make calls and trying to explain this over and over.

Bought a cell phone from email sent to me by trackfone unable to buy extra warranty (thought maybe I had to wait to buy when turned on). The phone was advertised as new received phone in generic white box not in store motorola box seemed odd. Still tried again to buy warranty several diff. Times and was and keep on being told phone not eligible. Why was it really a reconditioned phone. 2 weeks in slips out of jacket pocket cracks screen but still works fine. 4 weeks later unplug in morning and black screen even with help from customer service unable to get screen working sill says hello moto and preset alarm goes off but no screen. After fighting with them and a few failed email airbill attempts get them to mail a airbill via ups arrived mon, feb. 6th 2023 mailed back next day received by then feb. 9th at la vergne tn. Warehouse at 9:43am inside delivery. Have fought with you ever since now being advertised as new phone i'm sure it has a warranty longer than 6 weeks even had 2 calls from so called corporate customer service promising things that never happened. First ticket # [protected] and 2nd ticket #[protected] given by rammel. You have basically stolen my cell phone