TracFone Wireless
Reviews and Complaints

Switched from a credible service provider to save on monthly expensive.
Paid $200.00 for less then 9 days on service. Spend Hours attempting to resolve
Problems. Website useless, when trying to perform any edit directs you to their customer service number. Customer service useless, first comes up with a Virtual assistance, again useless. When finally spoke with a person, again useless. Was put in a endless loop of we need a verification code via email that only arrives after 10 minutes and has expired. This goes on until the customer is so frustrated they give up.
Even went to local service center listed on the website, they knew nothing about being a TracFone service center. Zero.
Spend hours in this endless loop of frustration, and when back to the a credible service provider, they to experienced TracFone customer service and gave up.
Lost my existing phone number of many years, had to get a new number to resolve.
It’s a scam, avoid, we are disputing the credit card charges, and contemplating legal action..

Last week my phone got smashed (Wednesday), so I decided to go online and replace it. I ordered a new phone, and while I was at it, ordered another year of service to extend what I already had. Also paid the extra fee to have the new phone overnighted to me. Got a notification on Thursday that the phone has shipped. Friday, no phone. Saturday, no phone, but I did get a notice that I was about to be auto billed for another 3 months of service. So I got online to try and resolve this. After almost an hour of getting we're busy messages, I finally started chatting with a representative. Explained the whole story and was told that I couldn't be helped, because I couldn't get my identity validated, which can only happen by sending a code to the 'broken' phone.

A while later I tried again, only this time I was able to be validated through email. Was told the auto bill was canceled and that my credit card had been removed from the account. Sunday, no phone. Monday, phone finally came along with a notice from my bank that I got charged for another 3 months of service. Went back on-line, turns out the auto bill wasn't canceled, and the credit card is still there. instead of trying to resolve that again, I spent the next 4 hours trying to get the new phone activated. Was told to hang up and it would be activated at reboot in an hour. That didn;t work. I got caught in this endless loop of an automated system telling me it was checking the phone, found a problem that it resolved, and I should reboot and try again. Same thing.

Another few hours on-line and still no resolution... of anything. SIM card out. SIM card in. Phone off. Phone on. Repeat a few dozen times. The past week has been nothing but a complete exercise in frustration. I've had enough. At this point all I want is to do is cancel everything. The phone, the service plan, the entire account and get a refund. But it seems they can't even do that. They've said that they discontinued the auto pay, yet they can't delete my credit card from the account. Based on past experience, I'll probably start getting billed again. They also indicated that they can't provide a full refund, for somthing that I never used.

I do understand that in todays political climate that consumer protection and corporate oversight of fraud is non-existent, but this is ridiculous.

After 10 phone calls to activate, it was impossible to speak with anyone to activate, get a phone number. The phone system tries to manipulate customer into paying for another sim card even though it was purchased with phone. Hours wasted on a real land line phone to try to activate tracfone. Go back to the old way of using a landline with simplicity and ease of payment. Impossible to use tracfone! The phone activation center’s endless messages makes it clear that they want to frustrate consumers. Stuck using phone only for emergency calls.

On the 24th of March I bought a brand new Samsung A15 Tracfone then spent 2 to 2 1/2 hours on the phone with tracfone trying to get it activated. Finally, after tracfone claimed to have spoken with both verizon and samsung, they (tracfone) told me the phone was faulty and they were going to send me another new Samsung A15 phone and I should have it within 3 to 5 days.

5 days later, I still had no phone so called them back just to be told that it was being processed but there was a problem with the information they had. I was again told the phone would be shipped that same day by UPS and I would definitely have it by Wednesday this week (today).

As of this report, tracfone still has my money and I still have no phone and am still being told the same pathetic excuse - it is being processed and I should have it within 3 to 5 days. The only exception this time was the person being spoken with claimed that "being processed" meant that it had been shipped so I geuss it has spent the past two weeks being shipped.

The woman also stated that my wife could track the phone using their so called app - something that cant be done without an order number and something that she failed to mention.

Tracfone is full of lies and pathetic excuses to cover their incompetence and should be avoided at all costs.

My phone got the black screen of death on May 12.

I could hear notifications pings but could not see anything on the screen.

I wanted Tracfone to transfer my services to my 'old' phone (which I had stopped using 1 month previously).

They got the texts to work but after being on with them for over an hour, they guaranteed my phone would be working within 24hrs. It was not. After ANOTHER 24 hr guarantee, my phone suddenly has 0 minutes, 0 texts, and 0 data. AND it still has NO cellular connection. According to Tracfone my account needs to be refilled by me since 0's are showing across the board. They stated they had nothing to do with clearing my minutes. Very hard for a customer to have all 0's, don't you think?

Will be getting a new phone/number NOT AT TRACFONE.

ps. I had to repeat everything to every next technician in line, imei, sim, turn on/off, etc.

I've been using tracfone for about four years now. The company has always solved my problems satisfactorily.

Great service, price, and connecting. Have had for many years and good selection of phones. I have used it all over the country even when others would not work.

For a first phone this teaches responsibility and how to spend your money wisely.
Ex: "Should I buy a toy that i will only use for a month or two or should I buy a phone card so I can text and call my parents/friends and emergencies?

I've been using tracfone.com since 2008. I am very happy with them. They have great customer service. One of the phones on my account quit working within the warranty period and they sent me a new one asap. Since then I bought 2 more phones for my family and haven't had any other problems.

Recently TracFone merged with Verizon and I was disappointed and tried going with Consumer Cellular which was a disaster. I got upset with TracFone because of the process of merging with Verizon but I ended up going back to them for help. They were wonderful and sent me a brand new Motorola cell phone. They then walked me through the process of switching my old cell to new cell. Customer service reps were fantastic and patient with me as I am 73 years old and my hearing was not so good. Long story short...HAPPY CUSTOMER!

As the title says. You can get in touch with an actual person quickly. Every time I've needed customer service they've solved my problem quick.

Good service provider for cheap phones and plans. The cheapest option is to buy the $125 for a year of airtime and use auto-refill and just buy data addons as you need them. I did the math and for me even with the addons I was paying the equivalent $20-25 a month that way. DO NOT byop though; they discontinue service for your phone after a while (for me it was about year) as a business strategy to make you buy one of their phones.

I enrolled in auto refill because of a discount offer of $5.00 per month. After signing up, I did not receive the discount. I added my credit card information and the offer "magically" disappeared. I called customer service and no less than 3 people hung up on me when I tried to get the issue resolved. Now, I am trying to get a refund for my entire service and disconnect my service. Please be careful with this company. They are extremely unprofessional.
UPDATE: The problem has been solved. I was given what was previously promised and 2 months free service for the inconveniences. All is well. Thank you!

Almost everything can be done on this user friendly website. Seldom do you ever need to speak with someone, and immediate responses back from support. I use this site / company to manage 3 phones.

I never, ever thought I would buy a prepaid phone, and now between my wife and I and an emergency one for our kids, we have 3 of them and no more Verizon or Sprint Bills that leave you wondering what on earth happened each month to make the bill so high. Just by buying the phone for $15 then the Double Minutes for Life card (it is imperative you buy this card, I believe it is $19.99) you can get your rate down to less than. 08 a minute. Cards go up to 800 minutes, a 200 card and a google search for "Tracfone Promo Code" to enter along with you card number and which will usually give you a free 50-60 minutes on top of your $29.99 200 minute code will leave you with 460 minutes for $29.95. A 400 minute card with a promo code (there are always promo codes) and the Double Minutes for Life Card which you only had to enter once when you purchased it, will get you 400x2 = 800 and the promo code will add another 90-120 minutes for 920 minutes for $39.95. These rates are fantastic compared to any cell phone plans I have ever had and I have had a cell phone going all the way back to the carrier bags in 1990. This is the best deal I have seen. Texts are 3 for 1 minute. Web access is about 3 minutes per 1 phone minute. Emails I think are one minute. Great deals. I (and this may not be the same for you) get better reception and fewer dropped calls here in central MA. Than I did with Sprint, Verizon and a long time ago Cellular One.
Regrettably though, calling information costs a whopping 25 minutes. Tracfone also does not offer the most functional phones. For dialing, speaking clearly both regularly and on speaker, and a decent camera (nothing like a top smartphone's camera - but gets the job done) You want to send a quick pic of something at a store, yard sale, flea market to your wife, of a decent picture from a Bruins game to your son, it's fine. You want a memory keeping photo, not the right provider. I should not I am using the Motorola 376g which is an upgrade over my original phone and still only cost $14.[protected]@ Wal-Mart.
Further problems, the internet is tough to use, it's web enabled, but with the small screen (I like small phones but now I am needing access to web and email, GPS and hot-spot connectivity) it is not easy to navigate. You can get to ebay and check your bank account. Great selection of games and ringtones. Bottom line is, if you do not need to be a Crackberry addict, if you just need a decent phone to call and text on whilst just occasionally needing services like information, the web and high-quality photos and want to control you spending, Tracfone is the company to go with. Much more attractive to our family than the huge costs of phones, plans, apps, and taxes, add-ons, etc. that added up to $175/ mo when we were both on Sprint or Verizon. We save 2 thousand dollars a year!
Regarding the Motorola 376g the battery lasts 3 days with active use, and the speaker phone is up there and better than some of the more expensive phones I have had with a plan and my friends current HTC or iPhones. Great speaker on this. In two years - and this is unbelievable - the battery has not degraded, where I used to always have to go online and order a new battery every 12-18 months.
I have conducted business working with CEO's directors, VP's and celebrities with this phone for several years. It is dependable and the only drawback is I can't get my Microsoft Outlook emails. At least I do not know how.
I found the customer service exceptional. When I switched phones, I got immediate attention and call backs and a credit of several hundred minutes for the inconvenience of spending over an hour on what should have been an easier process. I have received several other credits for inconveniences, all you have to do is ask. They really do care about customer service.
The biggest drawback is to Tracfone is that they do not offer top of the line smartphones. However, it is at the least useable for emergencies and sporadic use, effective for mom's, dad's, kid's, the older folk, business people, even sales-people and executives. The only thing that could get in your way is either your ego or your absolute need for apps like GPS or Outlook email access. Stores up to 200 numbers and phone number is transferrable when you want to move to another service provider.
I should lastly point out that you can add minutes both at tracfone.com and directly on your phone too using either your credit card, or a store bought phone card with can be foudn everywhere from Walmart to Target and Toys R' Us to your local gas station or convenience store. Everyone carries them.
I would urge you, in fact it is imperative or you are throwing money out the window to 1. Buy the Double Minutes for Life card immediately when buying your phone and before paying for your first minute, and google "Tracfone Promo Codes" and look at several of the sites for the best free minute code before every using that credit of tracfone cards, or you are throwing money away.

I hope your experience with Tracfone is as good as mine has been. I always thought negatively of pre-paid phones. Tracfone showed me how my closed-mindedness and prejudices can negatively affect me - I wish I had done this years sooner. All the best... Josey Wales

We bought a phone in Nov. 2021 from Tracfone and today they finally told me they can only fix my phone if I get a new phone number and add new minutes to the phone. I already bought 2 phone cards for this phone @ $21.00 ea. because it would not accept the first one. I spent $21.10 for the phone also. Now because they can't get my phone attached to a network I am suppose to purchase another phone card. I would get the same results... The also would not send me a new phone or a refund... I'm DONE with this company. Also we tried 3 times to resolve this and the last time I was on the phone for 4 hours with them...

We chose Tracfone to have a hassle-free connection. However, it turned out to be the opposite. I can't imagine what the worst experience would be like. Last week, I was informed that my mother could purchase a new phone and update her number and minutes. But this week, I had to deal with two different tech support agents who claimed they couldn't access her phone anymore. The security code that was acceptable last week is now invalid when we tried to transfer our prepaid minutes. This is a complete ripoff! We rarely used the phone, only because we had to. Now, I think we will return the new phone and request a refund. We are done with this. If you need to contact me, please call the house. I will be reaching out to Tracfone and then filing a complaint on ComplaintsBoard.com.

We have had tracfones/service for many years and really never had a problem with the phones or the service until this year, when we needed to contact Customer Service for a defective International Card. Dealing with them was extremely time consuming, frustrating and I felt like we were just going in circles. After promised return calls from them that never happened to lengthy conversations that never lead anywhere it seemed like they were just trying to string us along until we gave up. The last phone call lasted 41 minutes. Most of that time was spent listening to the rep saying: I am getting more information, please hold. Sooooo, the one and only time we needed customer service, we were extremely disappointed.

I have been using Tracfone for about ten years now. The phones and cell service meet my needs, which are not very demanding. However, their technical support is not very good. I have contacted them three times over the years. The first time, I was fortunate enough to speak to someone who spoke English clearly, and they resolved my issue quickly. The next two times, both within the past year, I was transferred from one technician to another, and none of them were able to assist me. They were excessively polite and kept thanking me for my time, addressing me as "Miss [Name]," which became quite annoying. After spending an hour and then two hours, they had nothing helpful to offer. Just last week, during my most recent encounter with Tracfone support, I spent two hours without any resolution. Frustrated, I turned to Reddit and found a solution to my problem within ten minutes.

We ordered phones to replace the ones we already have active with Tracfone. Up until this experience, it has been decent for the price paid. This was awful! One of the phones had a bad display, so we called right away to have it replaced. The woman I spoke with was very unpleasant. There were a few times she was yelling at me for stressing her out and confusing her. I thought this was a simple fix; phone came in, charged it, tried to power it up and the screen display does not work. It will say "Hello Moto" and nothing else. I already had a difficult time hearing and understanding her with all of the excess background commotion. There were a lot of other voices talking like at a call center. I'm not even sure the situation was taken care of and am hoping that in the next few business days we find out. I would use extreme caution when trying to speak with a representative regarding issues with your phone.

my phone went out of service, and talking to them and i was suppose to get a new free phone yesteday. NOTHING,, paid for shipping for overnight delivery,, for $5.36,, i request that back, wasted 4 hours on hold waiting ti talk to someone,, they told me i will get it TODAY, and nothing, chatted again with them, giving me the run around, that they were going to call at 11:15,,, still waiting,,, they useless, the workers dont know what to do, just to get a paycheck, and let the customers suffer

We have been with TracFone for at least 15 years, We got a family plan , three years ago , on July 8 2020 , They turned my phone off, I called them, They said it was a new phone, I would have to purchase air time to have it activated, I told them about the plan, They wouldn't listen , so I payed for one, I tried to add my phone to the account, when I couldn't, I contacted them, They said I was on the account, They no longer have that plan, I believe, they did that to get more money, I don't believe I can do anything, But I told my wife to put in a BBB complaint.

It akes 3 customer service to get back to normal, you call center worst ever the last one was good, hope you have a recording on my conversation, it takes 3 hours and inspite of all of this, and the man put back the old phone activation poor service and replacement is useless, sorry have to tell you this, michael sehwani, first I had a phone was very bad, all virus on every advertising, called tracphone advise that problem with your phone, the replacemt they send was as good as reimburment phones, if you are inthe phone 3 hours, just to activate this reimbursment phne it measn s they are not trained, check june 12 usa time,1,2 and 3 rd eve time very embarssing,

my contacts recently complained that i don't answer their calls/ texts, i have 64gb phone for seven years now, so i decided to get new higher capacity phone. I went through catalogue of tracfone, which were selling 64gb for $59.99 and 128gb for $99.00 i discussed my issues with tracfone sales, he suggested, 128gb would be twice capacity than 64gb i already have it, then he suggested plan purchase, i specified that i have ACP program, i do not want to purchase plan, he said,''I can keep my plan and phone, i said i keep my ACP plan, but my phone is difficult, it's old, so i am buying new phone, he said he will prepare invoice, how will i pay, i suggested i have debit card, he said what are details, i said i need to see invoice first, he said,''once my payment is validated than i will automatically get order details, he wouldn't answer my Q's about what if i need refund/ return/ exchange, what if i end up paying delivery but he got #s of debit card processed paid up, sent order # and i got disconnected, with out any Q's answered, On 05/14/25 i got invoice, it had no detail of capacity, gb? it was charged monthly plan $15.00 i started calling, agents to refund $15.00 that i already have service plan why would i pay $15.00 and buy another plan? he said,''I will get refunded back to my debit card, then 05/15/25 phone was delivered via ups, box said 64gb?again i called tracfone agent, she said,''she will refund, once she get phone, she gave me ticket # TRAC-1320804573..which was not ups track # but said tracking # to give to ups, i mentioned to ups and trac-agent back and forth that i.m. in wheelchair my condition is fragile and i don't have money as i had to borrow money to pay for phone, again she gave me CEVA #s..ups said that is not track# after 10 calls he said,''authorization # will be emailed to you,but i never got any email, except ''no reply.'' first one with ups info.
after 20 calls i got info to write, complain to your office, they charged me $110.00 for phone that is in catalogue for $59.99 i request $110.00 be refunded,and $15.00 plan cost be refunded, and delivery, cost be refunded , they made mistake, it should be refunded.

iPhone SE 2. I've power cycled about 30 times and talked for hours with reps to no avail. Reps inevitably suddenly can't hear me and/or call ends and they never call back. Physically cleaned SIM card, reset network settings etc. Wifi off, data on, VPN off, etc nothing works. Using motel wifi works just fine. The fact that this loss of network functionality occurred right after a rep added data is extremely suspicious to me but reps never are concerned. The fact that reps never call back is maddening. The obvious message Tracfone seems to want to convey is that they do not care about the customer.

Date of incident: 30 March 2025. Three (3) unsuccessful Chat attempts to report a non-functioning Tracfone. This was followed by a landline call to Customer Service. After more than two (2) hours and unsuccessful attempts to reset my device, etc., and being placed on hold, three (3) separate Chat representatives we not able to resolve the problem. I suggested a replacement device on several occasions during the Chat. My suggestions were futile. More "try this," "try this." Finally, with no resolution in sight, I ended the landline call with the fourth (4) Customer Service Representative and stated that I would contact Corporate Offices.

Attempted to connect with Corporate earlier today, and the Customer Service Representative on the line REFUSED to assist. I am currently without cellular telephone service.

The device, NOKIA G300, will not power off. No/No touch functions are available. Additionally, the device constantly emits a "gibberish" recording. Again, the device is inoperable and is obviously malfunctioning.

My last recourse is this Better Business Bureau Complaint. I have been a Tracfone customer for about twelve (12) years; I think that I deserve better service. Moreover, I am very displeased and dissatisfied with the lack of quality customer service I continue to receive, even on this second day.

On 3/17/25 i contacted tracfone to transfer data from one to another. Prior to transfer I look up my info (minutes 8079, SMS 8659 and data 164MB). After transfer of info it shows the MB as 0. I attempted to correct this by going online with tracfone. Every time they said they would look into it they would hang up. I tried this several times with the same results. My tracfone number is [protected]

About 1 month ago I needed to change sim cards on my phone and when i did this I loss over 4,000 minutes and about 4,000 text. after updating i was left with only 493 minutes and no text. the agent said i can still text even though my balance says zero so it must be a glitch in the system. i want all my minutes and text to be visible so i know when i need to add more. i have called at least 8 times spent hours on the phone. even called corporate and i get transferred to nobody.

I redeemed 600 points for a $5 target gift card. The "E' mail says that I will receive it in 24 hours. It has been 5 days. I have talked with 3 different people, wasted over 45 min. No one could help me. This is the second time I have redeemed points, and never received the gift.

I received the first "E" mail stating that I had points to redeem, so I did.

I lost service to my Moto Play phone. I called customer service and was transferred twice. They kept telling me I was out of service days and to try Obama's plan of Lifeline free service. I just want my time and service time given back to me; they say I have to buy more time to turn on my phone. All started when my Orbic Magic's battery overheated, and my screen had black vertical lines on it. They had me shipped my phone to them. They shipped a cheap 50-dollar phone to me from safe link California. I have had trouble with it ever since. They keep cancelling my service. They have been taking out 26.70 a month for the 25-dollar plan with 30 days of service and unlimited talk and text. I also had a year card I bought Sept 16, 2023. Why then am I out of service days? I have proof on my credit card bills.

I have used tracfone cell phones for years. 3 months ago I lost my tracfone which I have used for years. I could not find it so I purchased a new tracfone online and when it arrived I requested they transfer my old number to the new phone. They asked me for my 4 digit secret code to make sure it was me, and they also asked for 2 phone numbers I had called on my lost phone within the last 2 months. I gave them the numbers they requested and they transferred my old phone number to my new phone. BUT the phone did not work and they asked me to return the phone which I did.
They sent me a new phone which did seem to work and they again asked me for my 4 digit secret code and I gave it. then they asked me for 2 phone numbers I had called within the last 2 months but I explained that I could not give them any phone numbers I had called on the broken replacement phone because the phone never worked. So now I have the new working phone but they refused to transfer my old number to the new working phone. I called many times that week and always spoke to someone out of the country who said they could not give me my old number because I could not give them 2 phone numbers I had called. I kept repeating that I was not able to make any phone calls because the phone they sent me did not work. I finally got the address for the tracfone complaint department in Miami FL and I sent them a certified letter asking them to help me because the customer service staff could not. The certified letter was received 2 weeks ago but I never received a call or letter from them. Please please help me get my old cell phone number put on my new phone as I am still without a cell phone-- tracfone has my email address and I have an account that I keep making my monthly payment because I wanted to keep my old cell phone number. IF tracfone staff called my old cell phone they will still hear my outgoing message on the phone.
Will someone from tracfone please contact me?

Aloha we paid 108.00 each for 30gigs of unlimited talk and texts on our 2 phones [protected] and [protected]. Both myself and my husband. The data then vanished in total of 60gigs costing 216.00 dollars we never got to use it. Had to buy more data and CS refuses to help. Called 3 days, ask for credit of our missing 60gigs. CS department after 9calls and there scripted hold for 2minutes ill be back and then reading another script did NOTHING

7/2/2024

On June 27, 2024, I contacted Tracfone Wireless from my second Tracfone (cell: xxx-xxx-1420) to purchase a Samsung A23 SG 5G cell phone, because my Samsung J7 Crown was damaged and inoperable. My existing plan is Unlimited Talk, Text & and I had 36.72 GB of data on my account at the time of purchase (Cell xxx-xxx-6303). I confirmed with the C/S agent that my existing plan and current data would transfer along with my existing cell phone number.

On June 29, 2024, I called Tracfone C/S (POC: FRISHELL) to have the new AG23 SG 5G activated and transfer of my data (36.72) to this new device. This C/S agent could not transfer automatically, so it was inputted manually. When the transfer was completed, I had only 2.92 GB of data. I asked what happened to the rest of my data and was told that a ticket would have to be created (#[protected]) and it would take two hours for the remaining data to be applied to my account. After three hours, I restarted my phone, and the data was not there.

On 6/30/2024, called Tracfone C/S again from cell: xxx-xxx-1420, POC: Almira, and explained to her the situation regarding the missing data (36.72 GB). She transferred me to “higher lever” to get resolved, POC: Baby of whom, after explaining the problem to her, she deleted all the Talk (3400+min); Text (2400+) & Data (2.92 GB) and disconnected the call. I called back C/S (POC: Jebey) and got my account (Plan: 365 days / 1500 mins. / 1500 Texts / 1.5 GB) restored but was told that the take two hours for the account to update the previous 3400+ mins., & 2400+ Texts to my account. That never happened.

I called Tracfone C/S again on 7/1/2024 (POC: Erica) of whom, read her scripted responses to my concerns and subsequently, transferred me to a “Higher Lever” for resolution (POC: Kurk). I was then asked did I want to establish “auto-pay.” I informed this C/S I wanted my 36.72 GB of data that stolen from me on account (cell: xxx-xxx-6303) & my minutes and texts stolen from me (cell: xxx-xxx-1420) then, the call was disconnected.

STAY AWAY FROM THIS PROVIDER! Literally the only good thing I can say about Tracfone is that they were able to ship me a cellular telephone effectively. Notice I didn't say they shipped me a "working" cell phone, however. And that was just the first of several delights I had in dealing with this company over the past two-plus weeks.

In attempting to use online customer support to try and address my issue? I learned that, essentially, online customer support doesn't exist. An attempt to initiate a chat about my technical issue very quickly went into a circular hell between asking me for information about the phone (which they should have had on file, but didn't), offering me new services for the phone that didn't work in the first place, and/or asking for my name (despite it being necessary to initiate a customer service chat). Giving up on the autobots, I then called their customer service line - and then the REAL fun began.

A disclaimer here: I'm a former call center manager. As such, I never get aggravated with CSR's; in part because I know the job, and in part because more often than not a CSR is capable of only doing so much, whether by lack of training or company policies that restrict them. There are, however, some basic things which are universal. Or, at least, I thought they were prior to dealing with Tracfone:

1. Speak Coherent English. While I've dealt with CSR's from the Indian subcontinent for over a quarter century, prior to my Tracfone experience I've never, ever had an experience where I've had to ask *everyCSR I spoke with to repeat themselves, sometimes 4-5 times over, in order to understand what they're saying. I've no problem with accented English. I can't, however, parse incoherent English.

2. Be Empathetic, if not Chatty. Customer support calls are often made by people on their last nerve due to their predicament, and part of a CSR's job is "charm and disarm." It's de-escalation, and it's a good tool to have in your arsenal whether you're dealing with an irritated customer or not. Tracfone's people? Well, they don't have this skill. At all. In fact, 90% of the time, you'll probably be sitting there wondering if anyone's still listening - because after every sentence they utter? They mute themselves.

3. Case Documentation. This doesn't appear to exist at Tracfone, at all. I spoke with four different CSR's today, on the same call, being transferred from one to another. Not one of them documented any part of their interaction with me - something I know because I had to provide all four with *verybasic customer information that they *absolutelyshould have had readily available. In my world, not doing proper case documentation flat-out got you fired. In fact, it'd get the person not doing it, *andtheir immediate supervisor, fired. At Tracfone however? Meh.

4. You Don't Make a Pitch to a Customer Who Comes To You With an Issue. My call to resolve a technical support problem is NOT A SALES OPPORTUNITY. You'd be amazed at how many companies perceive it as one - but you'd probably not be amazed at how many customers drop you like a bad habit by seeing it as such.

5. If You Get Cut Off? Get Back To Them. At Once. Each of the four CSR's I dealt with had not one, not two, not three, but *fourdifferent means of getting back to me in the event of a disconnected call. Sure enough, a disconnect occurred as a CSR was attempting a troubleshooting step. If I've taken the effort to reach out to you about a customer service issue and you disconnect me? I understand. Accidents happen. But when you don't reach back out to me afterward? You're telling me that my business doesn't mean anything to you. And I act accordingly.

Simply put, customer service is not Tracfone's thing. There's no financial savings or other logic you can conjure to justify buying a Tracfone product that will outweigh the NIGHTMARE that their customer service represents. Again... just for emphasis... STAY AWAY FROM THIS PROVIDER!

If I didn't only use my mobile phone for emergencies and didn't mind have a monthly mobile phone bill for a phone that I virtually never use I would never ever have used such a terrible, terrible company. I am absolutely livid right now. I can't tell you how many hours of my life I have wasted with this company just for what should be something simple that they turn into a horrendous ordeal and drama. Today I am now onto the third person, first one on live chat called Antonio who was somewhat rude, then to somebody on the phone, and now back on live chat, just to change to a different phone and not have all of minutes and data and service date stolen from me by them. I am still waiting right now.

First, I had to wait for a sim card, which came today. Then I was a very long time on live chat with that rude Antonio just trying to change to a crummy tracfone from my smartphone because the internet had never worked on the smartphone since I've had tracfone. However, he managed to delete virtually everything including my service date.

Next, I tried the phone because I was going to have Antonio again on live chat and I wasn't going through that with him again. It was some woman who was very hard to understand, I think in the Philippines, and tracfone is such a crappy company that their equipment doesn't even work for them. She kept telling me the system was not working to let her do whatever she was supposed to be trying to do. She managed to put the service ending date back on, but nothing else. Also, even though I paid extra for the smartphone 'service', and they should have refunded some money or given me extra minutes or data or extended the service date or something, they actually take things away from you for downgrading to a different phone that isn't a smartphone.

The third person, another woman, who I am now still waiting on live chat to do something, and she's been waiting for maybe the last hour or so for a supervisor that I asked for to come, told me that their records only show 1/10 of the minutes I've actually got and nothing else, and that only the phone minutes transfer to a phone that isn't a smartphone when changing from a smartphone.

I asked her to change the phone back to my smartphone again, in that case, and give me back all of my minutes and data That has to be a big drama, too. The crappy tracfone sim card has an obliterated, unreadable number on it. I have asked her several times, don't they have a record of that in my account, It's their byop sim card, for heavens; sake. I just had that phone still in use today, and I still haven't got an answer. It's please wait a moment, let me check that over and over, whilst I sit here waiting and waiting and waiting for nothing to ever happen. She obviously wasn't paying any attention because she didn't seem to get that it was a tracfone sim card and there was a record of it that they could access. Then she almost disconnected me, saying I haven't heard from you for a while. What did she expect? I've been waiting and waiting for her to do something. Also, I'm exhausted with typing with one finger on a tablet. I'm using my computer for this, and I suppose I should have known I'd be hours on live chat with these people. They can't do something simple. They are bloody useless. I'm a very patient person. I don't know anybody more patient than I am, but these people have more than tried my patience to the limit.

The third person did nothing but sit there saying the same things over and over and eventually, after probably a couple of hours, connected me to a different department. That person put my phone back to the one I had before, the smartphone, but then she couldn't add any minutes or anything to it because the whole system is down. She said she had to get a higher department to do something, but they also had their system down and it won't be back for another couple of hours, if it really ever does comes back by then. In the meantime, I don't have any mobile phone service at all now. The one I had changed to that I have now changed back from to the smartphone I've been using has no airtime on it. The phone I changed back to has nothing on it, either, because they have different towers or something for the different types of phone and have to add my minutes and data and all of that back. Now I have to contact them yet again, and II won't have the use of the data, but I want it back because I paid for it and in case I get another smartphone. I wouldn't have the data either way. The smartphone doesn't work on the internet, and they stole my data from me for changing to the other phone.The supervisor never did come to the chat. It's no wonder when their service is so crappy as it is that supervisors aren't available for all of the many complaints they must get. 'I really don't think there can be a worse company than this one, not just for mobile phone service, but for anything.

I contacted them on live chat after a few hours when their system was supposedly going to be working again, and guess what? She wouldn't even answer me when I asked them first if their system was working. There was supposedly an error that wouldn't let them load the information onto my phone. They told me to try again in 24 hours, so fantastic, I've got no mobile phone service at all, which means I can't even leave my house. I am absolutely fuming, and I've been looking for another phone and another company.

It is the following day and more runaround, being passed amongst more useless people on live chat and on the phone. The only purpose these people serve is to make your life miserable. I only barely have a phone now. It is so slow to respond and ring now after dialling a number that I thought I didn't even have phone service. It goes black in between dialling and ringing, which it didn't do before. They stole over 5,000 texts from me.It's true I don't text, but I paid for them as part of their crappy service and they have no right to steal them. They also stole some of my data. They've done that before, about twice as much as they stole this time. I had never even used any data, and it disappeared. The texting won't work, the internet won't work, and they used to before changing my phone to their lousy company. I have never felt so much intense hatred for anyone as I do for this company. If you've got high blood pressure, avoid them, which you should do anyway, and if you didn't have it before, you will.

25 October 2019 - Another nasty surprise from tracfone. I bought a new factory unlocked phone and took it to a new provider so I could be shot of tracfone forever. I was testing my new phone to see what would show on the screen on my tracfone phone because I still have some partially restored service on it. It didn't ring. It went straight to voicemail, which I have never set up. Tracfone did this without my knowledge, and if I hadn't been testing my new phone I would never have known. I just would never have got any phone calls on it any more.

I had 4,599 minutes, 3,856 texts and 3.66 GB of data on 6/21/22. I then went on ACP but before I did I asked the Tracfone agent if I chose to leave would I retain the paid balance. I was told yes. After three months of continued problems and numerous calls to Tracfone I asked for it to be removed. I have a landline and a work cell. I use this phone rarely. Tracfone does not send me a service end date and I only have a 162 minutes, no texts, no data. I filed a complaint with the FCC and Tracfone is giving me the runaround

I spoke with tracfone customer service back at the end of January. After several attempts of trying to get ahold of a customer service rep to file the claim for the replacement phone. I finally got a rep to send me the return shipping label to send the phone back. Several issues with this, 1. This leaves your customers without a phone until you "determine if the phone is covered by the warranty" 2. You land into the situation that I am in, It has been over a month and I still do not have my replacement phone. After trying to figure out why I still have not received my replacement phone and several more hours on the phone with customer service to be called a lair about sending the phone in for replacement even though the UPS tracking shows it was delivered to the warehouse in TN. I was told I was going to get a phone call back from the appropriate department about this service ticket, only to never receive a callback. Back into the customer service void and repeating myself for the 1000th time about how I haven't received my phone I am told that I now have to wait 24-72 to call back and get a tracking number for the phone. Seriously? I have to call to get a tracking number I feel as if that is the most disservice to your customers right up there with you sending the phone to us and we might send you one back. At least with ATT, I get a replacement phone sent to me overnight and then I send the warranty-claimed phone back. Highly dissatisfied with Tracfone you can do way better.

I paid for a $25.00 service plan on 2-24-2024 and now on 2-27-2024 my service has been cancelled. Please tell me what is going on.

My e-mail address is: [protected]@hotmail.com

Mr Alex, I tried for several hours each day on 2/17 and 2/18. Your customer reps created this problem and refuse to fix it. Even told me the case was closed. Disconnected calls several times,when they couldn't answer questions . I started 2/17 with about 6500 talk time, 680 text and 3.7 gb data. I responded to an email to cash in reward points for text. The rep set everything at zero for all. So much for reward points. After several calls and hours of talking with your reps., they would only put 2000 min. talk and 2000 text back and closed the case. I got screwed over big time and nobody gave a dang. Even asked them to do the math . There are only 1440 minutes in a day. It would take several days of constant talking to wipe all my time out. They didn't care and stated I could not prove that is what I started with. Surely you can see my records over the years i dont use my phone much. Your people win I can't fight anymore you beat this 69 year old man down. But I will never forget how this was handled. Will look for different carrier come my end date won't spend another dime to tracfone for me or my wife's phone needs. You need a better system badly. Thank you for taking the time to contact me, much more than I expected.

On 2/18 /24 I redeemed points for more text. They somehow cleared all my talk minutes, text and data. Have spoken to twelve different reps. All said to have fixed problem, they did nothing correctly. Still missing 4600 minutes talk 680 text and 3.7 gb data. They did add 2000 talk and text back but refuse to do more, Case closed. Unable to speak with anybody in the USA for help. Keep being sent to call center in the Philippines. They hang up on you when they cant figure it out. They continue to lie they did nothing and are unable to cooperate.

I purchased an unlimited plan for phone and text messages. I received the sim card in the mail and placed it in the phone that I already purchased over a year ago. It is a flip phone. When I received the sim card there were no instructions, but it did include a receipt. I Attempted to activate and went through the steps. It was painful because they were asking for certain numbers that I did not know what they were. I had to google and research how to find these numbers. Then it was asking for a service plan pin. I could not find that anywhere and what numbers I did find, was not correct. So I called their support and was on the phone for about an hour. First, I had a very hard time understanding the woman because of her accent. But we worked through it and I explained what was going on. So, I gave her all of the information she asked for and then it came to the service plan pin again. Again, going through all of the documentation they sent me, and on their web site, I could not find a service plan pin. She kept on saying it should be on my receipt. There was no pin on my receipt! Or anywhere else, at least that worked when entered. It was very frustrating and at the end she wanted me to email someone to find a solution. Honestly, I should not have to do their job! They should have the resources to know what that pin is or to find it. It's not my fault they didn't send, me the correct information. So, I asked for a refund, and they refused. I lost out on the money I spent for the plan and sim card. I'll eat the cost but won't do business with them again. Thank you, Dan

Am 66 disabled on SSDI. needed a better phone so bought one from ebay (NEVER DEAL WITH THEM IN MY LIFE AGAIN). Phone was suppose to be useable as I have Boost Infinity! Any android phone can be used on any network that supports androids as long as it is unlocked. The main thing is to have the correct sims card for their network. Tracfone, though want to know the original owners information, even though they know it was purchased off of ebay reseller.?