Straight Talk Wireless review: Customer service 34

The trick is to immediately ask for a supervisor...it takes FOREVER but they apparently have 2 levels of security within their system.

The people we can get on the phone 1st, only have access to level one which doesnt help a thing. You literally have to get an actual "supervisor" on the phone and they can really be helpful.

Now that I know this, I will never speak to a level one frustration again

Oh yeah...It took me over an hour and a half to figure this out with people that can't speak or understand the English language...

I made two web purchases of phones and service from Straight Talk. I received an email confirmation for the first phone purchase, but not for the second. So, I called Straight Talk (at 11:00am on 5-19-10), and reach a "customer service representative" (Mina) who, after I asked her a question, proceeds to hang-up on me. A few minutes later, I called back and went directly into hold. I waited for a while, and then decided to see how long it would take Straight Talk to answer my call. I waited for 46 minutes and 10 seconds before I had to hang-up and run some errands in town. Called back at 12:30pm, and I've been waiting now for 1 hour and 20 minutes...and I'm STILL waiting. Normally, I would not wait on hold for this long, but there is no other way to contact Straight Talk- aside from snail mail- and I need to check on just what charges they have or have not processed. Their hold message keeps telling me over and over how important my call is to them, but after holding now for over two hours between the two calls, I am certain that my call cannot be that "important" to them.
Needless to say, Customer Service is not a strong concern for this company. They appear to be like so many other American corporations- cut corners so that we can provide only a nominal "service" and then place what profit they can muster into the accounts of their management team. Disgraceful.
If you're looking for cellphone service with no contract entanglements, do yourself a big favor and look elsewhere.

Straight Talk is an absolute failure. The company's website has always failed to deliver the needed information I requested. I can never contact customer support. The customer support people are general English as a second language type of employees and it is very hard to communicate.
This service was too good to be true. As my father always said, if it is too good to be true, it is. Well, this is the second time my Straight Talk phone has not had service after I have added my service card. I wish my wife and I had stuck with our AT&T cellular plans. I have been on hold for over an hour and my wife has been on hold well over two hours on our other land line. This is a good example of where a company is not scalable and has failed to support their customers. I hate to see such a promising endeavor fail. I have been wronged, as a customer, by not being able to talk with customer service for hours.

On Tuesday, June 29th, I called Straight talk to set up my account for the automatic refill service on my phone and my husbands phone. It was the last day of my service and I did this around 5:00 p.m., well before my month ended at midnight. The gentleman I talked to said I was all set for the automatic plan, and that it would refill again on July 29th. He gave me Confirmation ID numbers. The next morning neither one of had any cell phone service! It said we did not have any minutes on our acct.

I called Wed. June 30th to get our phones back on and it took 3 phone calls and over an hour, to get my phone working again. Finally, by 3:30 p.m. on the 30th, both phones were working with the correct phone numbers.

On Thursday, July 1st, my husband did not have phone service again! I called again to find out what was going on, and was on the phone for an hour and 20 minutes with customer service! He had been given a different phone number during all of this and we also got that original number reinstated. Today, July 2nd, his number was changed again.

I was on the phone for 2 hours trying to get his original number reinstated, only to be told it could not be done. This was with several phone calls and a straight 2 hour period. Several times I asked to be connected with a Supervisor, but only kept being put back on hold and in the phone que.

They are telling me that we cannot get his phone number back, and yet, we were never without service on our own. It was errors on their side that kept disconnecting us. We were also double charged for this month.

Their message says you can do all of these things easily on your web site, but I have not even been able to log in on the website.

And why is it that no matter what you call for, every call is a minimum of 25 minutes, usually longer? I have never found any company more difficult to deal with. I tried several times to download new ring tones, and they did not even go through!

We cannot believe Walmart and Verizon are affiliated with this company.

First of all i want to say that i love the phone plan 45 dollars unlimited. Great value. No contract, which is exactly what i am looking for. BUT customer Service SUCKS! I can not understand a word these ppl are saying I have to say could you please repeat I have no clue what you are saying. Everytime i phone them to renew my phone for the month i have problems. Im usually doing it on my break i have 10 mins and Im telling them to please just add money to my account you have my cc on file. I dont want to hear all the bs i cant understand you anyway. WHY is straight talked customer service overseas? this is the trouble with America! Sheesh get ppl we can understand at least speaks english!

I purchased a Straight talk phone on line 3 monthsd ago i never recieved (DO NOT DO THIS) Not only did i never recieve the phone they cancelled my order with no notice waited for 3 weeks for the money to be put back on credit card to only go to Walmart and get for 59.95 less so i finally get a phone when it came time to pay for it i called in AGIAN with my credit card i have the $45.00 a month plan straight talk tried to cahrge me more money and not to mention when i had asked WHY they sya the 911 thing well let me tell you not only could they not speak english i asked 3 different times to speak to someone who could they kept on giving someone who could not talk english i was outraged by this> So in a nut shell do not call them always go to walmart because they can't speak clearly and they charge you more money i hate the customers service that styraight talk has and if the phone didnt work so well where i needed to and the price i would go to another company just for the reason that they CAN'T SPEAK ENGLISH NOR CAN THEY HELP THE CUSTOMER

This company is a prime example what happens to service when companies move their customer service overseas to save a buck. I am so sick and tired of talking to someone who calls himself Bob, and can barely speak English. Mostly they are located in India, or some other country. Straight Talk has to be the worst I have come across. I purchased a phone from them as it seemed like a good deal. The phone was OK, a little pricey, but the reception here was the best I had experienced here. I live in a mountainous region. However, trying to get an answer or helpful info from the customer service is impossible. I have spent hours on the phone with them trying to explain that I was returning phone for a refund. I would not recommend this company to anyone. I went bank to my prior cell provider. We'll see if I get my refund, will keep you posted.

i was charge 14.95 for overnight delivery, this is what i wanted, however i did not get this product untill four days later, , they agreed this was a mistake and ask if i want to received a check in 30 days or get a service date extention, well dont do this, it turns all there doing is changing your billing date, and your not getting anything back in your pocket back, also learn from this phone call 611 calls to them are not free, they do cost you air time, , so after 1.5 hours later i give up, this was a manager and this is all she was able to do for me, , i think i received a couple hundred extra and a 100 extra text messeges more, she wanted and understood she needed to do more but was unable too, , sad system they have in place, does walmart know what the customers are going through, , i told her in her next managers meeting she should bring this up, and fix this,

We are satisfied pretty much with the phones, only my husbamd would like to Know how to rid the message on the phone, concerning time left before each call he would like to erase that if possible.
And I would like to know if I can change my voicemail password, since I forgot the one I made. Could you help me?

Thank you,

Mr. & Mrs . Ken Franck

Ordered a Cell phone on line but never got an invoice email confirmation or confirmation page. I just sent me back to the home page. I checked my bank account on line but not charge was made. Naturally I decided to call the support phone number and got one of the most awkward, blundering, inept, stuttering, ungraceful, void of any customer service skills what so ever female that kept asking me the same information repeatedly and getting it wrong. She would constantly thank me every time I gave her any info. It was beyond reasonable. Then she would put me on hold and thank me. She asked me what information I enter on the website. I don't even know what that means unless she's never seen what an on line order form looks like. She passed me off to a "supervisor" who asked me the same questions but only half as many times. They put me on hold so I got to enjoy their hold music which was so loud, that it
was distorted, I had to hold the phone away from my face about 6 inches. The "supervisor" then told me they have NO record of this purchase and will need to use a "special tool" to find out. At this point I was over it and kind of made my decision about Straight Talk. These people have no business being in customer service!

Straight talk has taken over 8 months to process a 400 dollar return to me. There customer service is horrible and they very seldom have a clue of what is going on. I am transferred 3-5 times for every I make to them, not to mention the hours I spend on hold. What ever you do, do not do business with this company. You get what you pay for, it is as simple as that!

In my experience, 4 out of 5 customer service reps for StraighTalk are either stupid, undertrained or just plain don't give a [censored]. Completing my number port process took 4 days and over a dozen different phone calls. It was one of the most frustrating and unedifying experiences of my life. But, finally, things are on track and I can down decompress and enjoy the service... at least, until the next time I need to speak with customer service. Ughhhh!

This is a warning about Straight Talk's customer (or lack of) service. I have to say, that their customer service department is absolutely the worst I have ever encountered. It is basically a call center with the person accepting the call, no more than a computer screen reader. I will relay to you the events as they happened to me.
I ordered my phones over the week-end online (WalMart was out of the model I wanted). On Monday, the almost $300 was taken out of my account. On Tuesday, I got an email of shipping confirmation. On Thursday, I received my phones. Great up to here, but then the problems started. On Thursdeay night, my wife checked our bank account online and discovered that they were charging us again for the phones. This is where the nightmare begins: I called Straight Talk to stop the 2nd withdrawal. They asked me for my phone number and I told them that they hadn't been activated yet. He was totally lost from that point. For the next 40 minutes I was put on and off hold while he ran to a supervisor to figure out what to do. I finally asked to speak to a supervisor and he transferred me to a number that no one picked up for 25 minutes. I hung up and called back; new person, same result. I again asked to speak to a supervisor. I was transferred to a number that told me to call back tomorrow. I hung up and called again. Different person, same results. I again asked to speak to a supervisor and was transferred to a numberthat no one answered after 30 minutes. I hung up and called again. Different person, but this time they did track down that I had been charged twice. She went to her supervisor and I was told I would have to wait 30 days to get my money back. I told her that this was completely unacceptable and illegal in the United States. I told her that she had admitted they made the mistake and I wanted it corrected within the next 24-48 hours or I would go to my attorney. She said that was there policy. I hung up and called my bank. I was told they couldn't stop the payment because it was done on a credit card; but I could go the next day to the bank and file fraud charges and get my money back in a few days.
I called back and relayed this information to another Straight Talk representative. To shorten this a little, I called Straight Talk 7 times. I was on the phone with them for 4 hours, over half the time on hold. I never got to talk to a supervisor (they transfer you to a ead line). The last representative first told me I had ordered 6 phones and I laughed and said "No I didn't", then she told me that it's possibly they double shipped my ordered. They didn't. Then she started screaming at me to shut up and listen to what she was saying. I told he I didn't want to hearwhat she was saying because she didn't know what she was talking about. She literally 'SCREAMED' in the phone at me. I never raised my voice, I never used abusive nor vulgar language, and I was never rude in my tone or attitude. I checked my account later and they had credited the first payment (?) and left the 2nd one pending. So, after fours of lack of customer service and aggravation I gave up. I would just file fraud charges the next day. Luckily after you get set up with the service, you should not have to deal with these incompetent reps.

This cardboard box company gives out personal information to anyone who calls their 1800 stay clear of these guys! here is there truth: http://wontek.com/news-and-opinion/latest-news/straight-talk-security-warning

Staight Talk is the worst Cust service experence i have had. I was on the phones for years, then a lead, supervisor, manager. But straight Talk reps take the top prize for being Clue Less. I needed to start retun process for an unused $30 talkl time card. The polite phone rep did not have a brain, 45 minutes later he had my name and phone number. That's all, he'd put me on thses pre-announced hold periods eleven times. Doung, nothing. No exchange of info. Just Slience. Finally asked for a supervisor, that ewarned me the right to start 100% over in this return process. His supervisor was in another country. India, he was in Mexico!
Thank god I returned my Trac/Straight Talk phone and now have T-mobile. You will get what you pay for with Trac/Straight Talk.

My phone is due on the 20th, which I lost track and was thinking today was the 20th, which is the 21st. I called customer service to renew my phone with my debit card, which I have done before, and was told not only would my phone number be changed, but I would have to be given a new sim card because I was a day late. BALONEY! I was a day late before and had no problems using my debit card to reactivate my phone. I have had nothing but problems with straight talk, and am about to tell the world. I know alot of people, all it takes is telling only one person. I do alot of customer servicing myself with two jobs, and let me tell you, you need to teach your employees a little more about customer servicing! My experience with dealing with you has been poor! And it is sad!All I wanted to do was refill my account using my debit card, if it cant be done then tell me and I will go elsewhere! Thank you for your time!

I had a bad experience with Straight Talk also. Their customer service is horrible. We ordered two phones online on Sunday the 4th after 10 pm. It said they would be shipped overnight. Because it was Sunday we figured it would go out Monday the 5th. By Tuesday they still hadn't been shipped. I called and cancelled the order. Stephanie, the woman on the phone, checked the order status and it had not been processed yet. I have a cancellation number for it. She said it would take three to five days to get the money back. They reversed the charges on Wednesday. Here is where it goes down hill. On Wednesday we get a confirm e-mail that the phones were shipped! I called and Lou told me to just refuse the package and nothing else would happen. On Monday I checked my bank account and found out they pulled 87.20 from my account.. AFTER it was cancelled. I called them and after speaking to SEVEN reps I was told they could not credit the money back until the phones were in their warehouse. They goofed and we paid for it. I consider this a fraudulent charge because they took the money AFTER it was cancelled. I have a fraudulent claim at my bank pending. THEY are the ones that shipped it, not me! I got the tracking number from Fed Ex and on Wednesday it was delivered to their warehouse. I called back and they said it hadn't arrived yet. I told them the exact time it arrived, the destination it was received at and the person's name who signed for it. I asked why I knew all this but they didn't? After speaking to four reps I finally got Antwan to understand that if the money was not back in my account in 24/48 hours I was going to contact my lawyer and they would pay more than the 87.20 they took. He assured me it would be there. Today, the money is still not there and it is Friday. Guess who got an e-mail this morning with a run down of my communications with Straight Talk, a screen shot of my bank statement and a request to start suing Straight Talk.. you got it.. my lawyer. If you EVER deal with Straight Talk, be sure to get the ID numbers of the people you speak to. I got the names and ID numbers of EVERYONE I spoke to.

S, L, R. SOY RECIDENTE DE PR. ACTIVE MI CELL EN PA.Y ME FUNCIONO HASTA QUE LLEGUE A PR.DE HAY EN ADELANTE AH SIDO UNA PESADILLA EH LLAMADO Y NADA RESUELBEN NO COJE INTERNET TIENE PROBLEMAS CON LOS MENSAJES Y NO TIENE SEN~AL EN NIGUN LADO ES DINERO PERDIDO SI NO TIENES UNO ME ALEGRO POR TI EH BOTADO MI DINERO Y A NADIE LE INTERESA AYUDARME PERO A TODA PERSONA QUE PUEDA ASERLE SEBER QUE ES BOTAR EL DINERO SE LO DIRE NO SIRBE ES UNA GRAN PORQUERIA NO BOTE SU DINERO PIENSELO ANTES DE COMPRAR UNO.

I have previously (25-20 yrs) received good reception where I live (which is rural SC), however, unless I sit perfectly still at random places in my home I loose the call (Lost signal). Customer service told me it was because the other 3 phones I purchased had a sim card and mine did not...2 were the same and 2 were cheaper...none had sim cards! I feel penalized for buying the higher dollar phone! Not a reliable service!

No, 'cause they are outsourced, mostly from Guatemala!

The customer service department should be called customer no service! I was on hold for over two hours with no resolution! I suggest that this company be banned from ever doing business in the US! And walmart shouldnt be selling the phones.The phone company really SUX!

Straight Talk customer service refused to port my old number, a number they issued me two years ago and gave me a number from the central time zone to a city that is 32 miles west from where I live. Needless to say the clock on the phone is off an hour. I will never buy from them again even if it means I pay more to another service provider. ###S! ! ! ! ! ! ! ! !

Alright so I only had my phone for 3 weeks and everything has been fine and dandy till this week. My phone is deciding to receive only text messages it decides to get. I have unlimited everything and perfect signal so there should be no issue there so just to check I called customer service, let me rephrase that i tried to talk to customer service. I'll begin by saying I called 14 times (kept getting the busy signal) before I heard from a computer going through the steps..blah blah..to get the very end and just to be redirected to the very beginning AGAIN. Okay so finally I get through and I'm waiting for a Rep to pick up...56 minutes later still nothing so I hang up and call back to only be old that the number was in operable. Furious now I preceded to call back to be told I can wait 45 minutes to speak to an Rep. Needless to say I could not get through to a representative. I'm very dissatisfied with this service.

I recently switched to Straight Talk from Virgin Mobile...WRONG! For the 2nd time in 2 months i am having to order another sim card. I left my ticket # at home to track the sim card. I called CS and was on hold for 30 minutes before I got a person. After explaining all I needed was either the tracking # or my ticket # to track it online, they couldn't give me the information because it didn't show in their system...WHAT! I ordered it 4 days ago. I tracked it from my account online yesterday and they can't help me. Straight Talk may be a good deal, but their accented customer service sucks.

March 13th, 2013 my service with Straight Talk was suspended.

I called five times to get a reason for their action, the conversation always ended up with a recorded massage about my usage. Wait. I paid for unlimited access. I pay 45 dollars a month for this service. I also sent 645 dollars for an I phone 5 from Wal-Mart so I can enjoy this service. I finally asked to speak to a manager. He answered, saying also that my usage was high. I asked; why didn’t I get some kind of warning before they suspended my services. He forwarded me to the same pre recorded massage. Really.

This has to be false advertisement on behalf of Wal-Mart and Straight Talk.

FIRST OFF I HAVE BEEN WITH STRAIGHT TALK FOR THREE YEARS! I have bought several phones through them, as of today 4/01/2013 I am going on day two of being on the phone to one to three hours at a TIME! I SPOKE TO AT LEAST A DOZEN REPS, MANAGERS, AND COPORATE! the first rep refused to let me speak to a manager! then said she was going to get me a manager transferred me to tech support! SINCE WHEN IS TECH SUPPORT MANAGEMENT?!?! BOTTOM LINE IS I BOUGHT A LG (ANDRIOD) PHONE! JAN 5 2012! I was on the phone with a rep when i bought it due to the fact my other phone had a glitch and i wanted a GOOD phone! well guess what...IT NO LONGER SENSES MY TOUCH! I use my phone for my business I remind you! I HAVE HAD MY PHONE LESS THEN 60 DAYS PAID CASH AND PAY THEM 50 DOLLARS A MONTH UNLIMITED EVERY MONTH! FOR THREE YEARS BUYING NEW PHONES AND PAYING MY BILL! THEY WILL NOT LEAVE ME WITH A REPLACEMENT OPTION OTHER THEN TO TURN IT IN AND BE WITH OUT A PHONE FOR A WEEK TO THREE WEEKS! I WILL LOOSE MY JOB AS A LONG TIME VALUED CUSTOMER YOU KNOW HOW I GOT TREATED?!? TRANSFERRED MULTIPLE I MEAN MULTIPLE TIMES TO DIFF REPS, MANAGEMENT, AND CORP! HUNG UP ON SEVERAL TIMES EVEN I MEAN EVEN BY THE MAIN OFFICE IN COPORATE! NO HELP HOURS SPENT ON PHONE! PER THERE POLICY AND DUE TO IT I WILL BE WITH OUT A PHONE CAUSE THEY SOLD ME A DEFAULT PHONE, LOOSE MY JOB, i asked them for numbers to call or names to reach or where to go to be heard so someone can research my case! I HAVE BEEN A LOYAL SO CALLED VALUED CUSTOMER...SO SOMEONE NEEDS TO HEAR MY CASE RESEARCH THE REPS AND MANAGING I HAVE SPOKEN WITH! AND WOUNDER WHY I HAVE BEEN ON THE PHONE FOR HOURS THE PAST TWO DAYS WITH RUDE PEOPLE NOT CARING OR HELPING! *************STRAIGHT TALK WILL SCREW YOU********************* DID I MENTION I BOUGHT A PROTECTION PLAN FOR 2 YRS TO I CANT USE CAUSE MY PHONE IS UNDER FACTORY WARANTY! AND ITS THERE FAULT ITS MESSED UP BUT I HAVE TO BE WITH OUT A PHONE! AND CANT USE MY PROTECTION PLAN!**************************WARNING!

AND COPORATE HUNG UP AGAIN ON ME!

Im having the same problem with my phone with the unlimited data issue. Is there a way to sue

I having the same problem I ben with out a e mail or tex fot 2 1/2 mounths now I still paying the 45 dollars for the straight talk cards seem like after your phone turned off no one smarter enough to re connect your service, never seen or herd of such of stupid pople Verizon on peak days they drop straight talk phones, your suppost get what you pay for after all the sales person at wallmart didden put the bad things in any conversations, but said you love this smart phone from straight I wished I had my money back grady Mitchell, texas

I have been getting harressing phone calls from an individual. I blocked their phone number. Now I am getting harressing e-mails from this same person. I need to know if I can get a print-out of all the textes over the past two months. please call me at [protected]. This person is causing me much agravation, and I am very sick and Unless God intervens I am going to die. I really need help. I am going to the local police department Monday August 12th for help. I am going to need the print -out, as I have deleted most of the textes. Thank you in advance for your help. Ricky Thornton.

P.S. I and my wife hae been using straight talk for about a year or so. Thank you for any help you can offer.

straight talk suppervisors do not know any better how to fix a problem it is like talking to a wall the floor personal and the suppervisors are very untrained also thay do not speak english very good can not understand them 99% of the time, IT IS HARD TO BELEAVE THAT A COMPANY AS BIG AS WAL-MART CORP. WOULD SEEL A PRODUCT WITH SO MANY COMPLANTS AGAINST STRAIGHT TALK, I GUESS IT ALL COMES DOWN TO MONEY, MONEY IS MORE IMPORTANT THAN THE CONSUMER.

This company advertise on their corporate web site for America Movil their policy on Principles and work place conduct is a joke. I sent my phone to Straight talk in Miami, Florida on 12/28/15, for a 2 day turn around for a replacement phone. The first lie they told was that they did not have the phone. When I advised them I tracked the phone via Fed tracking number, they received my phone on 12./29/2015. As of today, they have told lies repeatedly that they did not get the phone, they had a wrong address and they literally stole my phone and refuses to return it. I have filed complaint with the Better Business Bureau and FTC regarding the theft and because they have refused to return my phone, I am filing a report wit the Miami, FL police Department for "Theft by Taking". This is a multi-billion dollar company, the third largest wireless carrier in the world, yet they stole a $100 phone from me and refuses to return it. I have researched the company and am forwarding a letter to the CEO to just let them know that they have a bunch of liars and thieves working for them and I am spreading the news of how they treat their customers to all the media including a letter to Walmart about the type of product they are selling and this company's reputation. They also own Trac Fone and I am told they treat these customers just as bad. I hope the word continues to spread about how these people treat their customer. If you have one of these phones and have had problems, contact all the federal agencies hopefully the government will launch a federal investigation and expose them for the criminals they are.

I was about to give up on them until I found this email address for Straight Talk and they actually fixed all my problems. Now, I am glad I decided to give it another try. Send them your name, cell number and serial number. The email address is ST.CorpResolutionTeam@straighttalk.com or you can chat with them live @ http://bit.ly/16DrgbW . They will help you!