TracFone Wireless
Reviews and Complaints

My daughters cell phone is not working. Tracfone sent me 3 different sim cards and phone still doesnt work. Called again 3/28/22 wasted another night on the phone with tracfone. They wont transfer the 3.1 data 2645 text 1217 talk from sierra’s phone not working phone 717-xxx-4691 to my sons phone working phone717-xxx-5874. Sierra’s phone has not worked since jan 2022. I have been calling and calling to get this resolved phone still not working. Tracfone is the worst company I have ever done business with. If I could give them a negative -10 rating I would. Customer service is terrible. The hold times are ridiculous. 2 or more hours. When you do speak to someone, they speak awful broken english. None of the agents are trained, they give you wrong information. I have been calling to get my daughters phone working since jan 2022. Tracfone sent me 3 wrong sim cards. Awful customer service. The 2nd sim card I paid to get overnight & it took 5 days. I will be calling my credit card company about that. Don’t buy tracfone – they also own straight talk, net 10, page plus cellar, simple mobile verizon aquired tracfone 9/14/20. Billionair carlos slim owns them all. If you can help me here's my contact info

Lisa groft office: [protected]

Because our flip phones would no longer be supported, I and 3 other family members bought Blu View 3 phones and activated them through our Tracfone accounts. They worked well for a couple of weeks, then suddenly could no longer receive or send phone calls or messages. They are basically paperweights. This has been going on for several weeks now. Tracfone advises that the problem is between the phone manufacturer and Verizon - and should be resolved within 24-48 hours. This was one week ago and they still don't work. We've been with Tracfone for decades now with no problems, but they are very close to losing 4 accounts. I've tried multiple times to contact them and keep getting sudden hang-ups after up to 2 hours of wait time - every time. Today 3/24/22, I made two calls, spent 1 hour on hold, and was hung up on twice. Their customer service is just unconscionable.

The free replacement phone that was sent due to the current phone becoming unusable because of a Tracfone system change is much too large for it to be a reasonable replacement for my purposes.

The call center representative said that this is the only phone available in the warehouse. Tracfone shows at least two low priced phones that appear to be available.

3/24/22 8:30 AM mountain time.

order # [protected]

This is my 10th day and well over 20 hours of trying to get my phone number switched from the flip phone-3G to the replacement phone sent me. Possibly 8 to 9 people have tried to solve the problem...no luck. I have over 3100 minutes and 45 days associated with this phone #.(My husband's phone) Wanted another flip phone, but they said it wasn't available. Someone applied my new phone's IMEI and SIM numbers to the old flip phone. Today I have been on the phone repeating myself to 4 people so far and over 6 hours. I have been with TracFone for many years...no problems until now. Everything began around 3-10 or 11 and today is 3-20.

Another day wasted. Received call back today, 3-21, went thru all the same steps after stating problem again. I was told yesterday that everything would be fixed by this call back. Nothing, so this time they had to do something else and would call me back in an hour. Two hours later and still waiting.

Another day..no one ever called back. Day 12, 30 to 40 hours now. Waiting on hold because my husband needs his phone and I have to get this settled.

My mother's telephone stopped working at the end of February due to the 4G changeover. They did send her a "new" phone in the mail but the minutes and time remaining from her plan will not transfer over to the new phone. I was told I would need to speak to a "higher department" who has the authority to transfer the minutes. Every time I get transferred, the phone disconnects. I requested call backs from the "higher department" and no one has called back. I spoke with a manager and was also told I would need the "higher department." I also spent more than 20 hours of my free time on this issue. I am calling once more to request the $149.00 plus tax that my mother has tied up in the plan on her old telephones. If I don't get it, I'm filing a complaint with the Attorney General's office and the Federal Communications Commission.

tracfone said my old phone was not going to have service any longer and offered a free phone. I got the new phone and tried to activate it and carry over the 677 minutes I had accumulated. After talking to the damned computer and the third live person I hung up and destroyed both the old and the new phones. Because I couldn't meet all the requirements for verification they wouldn't transfer the minutes. I'm 77 years old and the phone is only on when I leave the house, which is rarely. I couldn't remember what email address they have or what numbers were last dialed. I've chamged email addresses over the years and the phone is cleared of all logs because the phone was full of tracfone messages every time I turned it on.

Both my wife's phone and mine stopped making or receiving calls (test was still working and still is as of today). Contacted Tracfone and the rep could not figure out why(so she said). Unable to check minute balance so ordered new service cards for both phones. Finally able to get into the tracfone account and found that we still had unused minutes and texts as well as service. Called tracfone again, got hung up on. Finally tried to order a new tracfone, it would not activate, saying no service available in my zip code. Today 3/18 got an email saying we needed to buy new phones. Well golly, already tried that, have the new phone packaged for return tomorrow. Tracfone used to be a decent outfit, looks like Verizon has ended that. Going to Cellular 1, their phones work. Had my wife not needed a phone that works for her job I probably would not be so angry, but so it goes.

My tracfone quit making call over two days ago...Ive chatted online...talked to a computer...sat on hold for hours. Got hung up on...after getting a person i was told to restart my phone...already did that 9 times...she couldnt figure it out...transferred me...got hung up on. Now my phone has a 30 day plan bought on march 7th?...so when it quit I bought another 30 day plan 3/17...still my report on usage reads ZERO. I want a refund...I Need to make calls daily and this is making my very upset. Word of mouth!

On Wednesday March 2nd, my family became aware that 3 phones were no longer working. Apparently, 3G service was disabled. The closest we came to a warning on this was that my son realized the he received a warning about this the day before the phone became inactive. We received 3 phones from Tracfone and was able to get two of them working.

The third phone is a nightmare. In order to transfer the phone number, minutes and days over to the new phone, they want to send a verification code to the phone. This will not work because 3G service no longer works. As an alternative, they want to know the credit card number used to purchase time. Unfortunately, my son updates his phone by buying phone cards for cash. So this is not an option.

I have made multiple attempts to resolve this. I thought I was home free the other night (March 14), when they offered me the option of supplying the serial number from the original phone along with two numbers dialed from that phone. Unfortunately, there is something wrong with their phone logs. Even though my son dials home almost every night with this phone, their logs were not showing this number any other number that I supplied. This is an error on their side. The offered a new number, but that would mean loosing all time and days purchase prior to when the phone stopped working.

I can supply them anything they need to know about the old phone (Serial Number, Sim Number, anything). How do I convince them that this is really my son's account? I need to be put in contact with somebody in this country. Not the outsourced number [protected]) that is on their website.

Between the dates of 3/01/2022 and 3/15/2022 my android phone which was on contract with TracFone for at least 8 years was suddenly blocked from making/receiving calls and text with no warning from TracFone. I contacted an agent and average wait time was 45 minutes to 60 minutes. I was told to purchase a new SIM kit from TracFone with 3 choices of SIM. It took dozens of calls, each having wait times of 30 to 60 minutes and longer. I was even told I would be transferred to an agent with higher powers to provide technical support. For this I was placed in another call wait queue and waited another 30 to 60 minutes. When the phone finally began working, it suddenly became locked and could not send/receive any calls. I purchased an unlocked iPhone 8 Plus and per TracFone agent's instructions placed one of the recently purchased SIMs from the 3-SIM kit. It took another couple of days and a number of calls with wait times typical as above till the phone was re-registered with TracFone. However, my automatic renewal for the next contract cycle was not honored by TracFone and the phone reverted to no ability to call/receive again, and without warning or explanation from TracFone. At this point I terminated by credit card from their system and moved to a new carrier who invested another hour plus of wait time to talk to an agent to unlock the phone which required knowing its account number which only TracFone keeps close to their heart.

I learned Tracfone had to discontinue my 3G service the end of February 2022. I had over three thousand minutes and I did not want to lose this. I was finally able to contact Tracfone March 10, 2022 about transferring the minutes to another cell phone using their 5G service. I gave the representative my Tracfone number, [protected],my work number, [protected], my name, Joan Stelianoudakis, and my CURRENT email address, [protected]@gmail.com. The representative proceeded to process the order for the new phone and have it shipped to my home address. I asked to have the phone sent in care of my client's address where I will be available to receive it, c/o Work-O-Lite, 522 Cortlandt Street, Belleville, NJ 07109. The representative emailed the order no., [protected] to me. Before I terminated the call I reviewed the information and the representative listed the WRONG email address ([protected]@verizon.net) and the WRONG address as "Joan Stelianoudakis, 522 Courtland St, Elizabeth, NJ 07202." I DO NOT reside at this address AND this address does NOT exist. I tried to correct this but the representative did not want to be bothered. I called back several times and each time I was on HOLD for more than thirty minutes and ultimately disconnected. I suspect I will lose the minutes I had already paid for (approx. $346.50) and I will be charged for the shipping of the new phone I will never receive in the amount of $5.28.

My cell phone was shut down without notice on 3/2/22. I called the company and they claim my phone is no longer compatible with the service they provide, they upgraded. They claim they had new phones but are out of them. I asked for my money back but said no. I am paid up until November 2022. I cannot understand how a phone company can shut you down without notice. I used that phone for emergency purposes and now I have nothing.

email address, password, security question, etc., which has been used for years, is not being verified (and also can not get into My Account) so can receive free new upgrade (from 3G to 4G) phone. My info worked when I received free new upgrade phone a couple of years ago. Now Tracfone is upgrading again. My phone number is [protected]. There is no service now with cell phone. Tried several different towers, no service. Tech support wants to send me text message, but can not receive it with no service. Still have 475 minutes and service until August 3, 2022 on my phone. Phone is worthless now.

[protected]@gmx.com

Helping my Sweetheart to get service and upgrade phone!

Tracphone are the biggest liers ive ever seen very bad company!

Came two days late and the confirmation email was not from tracfone who I purchased it from. The sales person was nice and he was patient in all fairness. It was from "Total Wireless" who ever they are. Charged it up but the on button doesn't depress or work. Others on the internet have spoken of this problem with BLU® VIEW 2 (B130DL) Brand new phone. Can not resolve with tracfone because the wait time is over an hour at least. Tried later in day same result. No call back option when your turn arrives. Aggressive ads entire time on hold adding insult to injury.

Chat button on website has been inoperative for many months.

Sincerely

David McC

There is no way to talk to a live human. The website has no such option. My simple question is/was "where is the "add airtime" selection on the menu on my phone. It doesn't exist! The instructions that came with the phone told me that was what to do to add airtime.

03/03/2022. My husband brought a tracfone in 2011 and had no problems with buying minutes. He recently topped up his phone to keep his minutes activated longer even though he had enough minutes. Tracfone has since deactivated his phone so that he is unable to make any calls even emergency calls have been deactivated. the reason for this apparently is to force my husband into getting a smart phone covered by the tracfone service for which he must sign up for. My husband is 71 years old and doesn't want to change his phone he was happy with what he has got. He is now left with no phone and over $150 worth of minutes recently put on his phone. He had no letter or message telling him they would be doing this, it is very underhand, and they are inundated with calls from unsatisfied people they are forcing to change how they get their phone service. My husband's name is Terry Wayne Hicks, and we begrudge waiting over 2 hours to speak to a responsible person who is going to listen to our complaint and not keep trying to set us up with a contract we do not want!

In the last month, I have used 1.5 Gb of data from cell/mobile data network and have used 12.0 Gb on various WiFi networks. I know this from the internal Android system logs as well as from network usage apps. Tracfone gives me 8 Gb of mobile/cell data for $40, but claims, erroneously, that I have used over 14 Gb of mobile data in the past month. They are acting improperly. When I talk to customer support or technical support, there is a language barrier that they refuse to resolve, they cannot understand that when their "screen" tells them I have used 14Gb of mobile/cell data that it is wrong. They will switch me to a supervisor who will spend 20 minutes asking the same dang questions as the previous agent to allegedly verify my identity, and then proceed to tell me they don't know what I'm saying and can't do anything about. I tell them I want to start a trouble ticket, and incident, and I want a case number to prove the investigation has been started, and they say they don't know how to do that and switch me to someone else, and the cycle repeats.

January 30, 2022

TracFone Wireless, Inc.

9700 N.W. 112th Avenue

Miami, FL 33178

Attn: Executive Resolution Department

To Whom It May Concern:

I am writing you as it appears I have no other option since attempting to communicate with those who do not speak English as their first language is impossible. I have spent many hours on the phone with your customer service (?) reps with absolutely no resolution and utter frustration.

Last month I attempted to log into my account as I received a notice that my payment was overdue as my payment method had denied your payment request. After over 3 hours of phone time with your customer service (?) I was still not able to log into my account. I explained to your customer service (?) reps that I had NOT changed my payment method since I initially opted for auto payment. They argued that I did but could not prove what payment method was in my account. Eventually I was able to log in and discovered that my payment method was correct and that the fault was on TracFone. I eventually got someone competent who did get the payment made before I lost all of my minutes and data.

Last week I attempted to log into my account to change my payment method as my card had been hacked and I had a payment coming up. I was unable to log in and so was again on the phone for over 2 hours with several customer service (?) reps who attempted to help. After my frustration level was to the point I was afraid I would have a stroke, I hung up and decided to wait even though I knew my payment would be late.

Yesterday I again attempted to log into my account. I was sent several verification codes and I requested a password reset several times and each time I clicked on the link TracFone sent me, it took me to your home page but wouldn’t allow me to change my password. I had difficulty understanding your rep and asked for a supervisor whom I was also unable to understand so again hung up without any resolution.

I have had enough! TracFone apparently can’t provide good customer service and obviously is unable to correct technical issues on your website as they continue to exist. This makes it impossible to me to manage my account. Therefore, I am requesting a refund for the 996 minutes I have already paid for before you remove them for non-payment – WHICH I CAN’T MANAGE BECAUSE I AM UNABLE TO LOG IN TO CHANGE MY PAYMENT INFORMATION! I am on the 60 minute/90 day plan with triple minutes so 996 current minutes divided by 180 minutes (60xtriple = 180) equals 5.[protected] payments times $21.25 ($19.99 plan + 1.26 taxes = $21.25) = $117.58 AMOUNT DUE REIMBURSEMENT. Since my cell phone is NOT A BODY PART, I will not miss not having one. Therefore, upon issuance of the requested reimbursement, please cancel my account. If you would like, your customer service rep in the United States who speaks English as a first language, can contact me at (number provided in original letter) and identify your caller as I don’t answer robo calls.

Just minutes ago, I made yet another attempt to access my Tracfone account and again without success as I get “we are unable to validate the information you provided” after entering my password, which by the way, worked the last time I accessed my account after changing it again.

I then contacted Tracfone by phone only to be disconnected by your service rep while I was in the middle of trying to explain my issue. It has been 45 minutes and I am still waiting for her to call me back.

Because of all these issues with Tracfone, I am again requesting the same as I did in my original letter dated January 30, 2022 which is attached. Since I am addressing the Executive Resolution Department, I would think the least you could do is respond to my letter either by mail, email or phone, all of which you have access to.

I do not wish to add any more minutes to this phone. As of this date, 2-25-22, I have 993 minutes on my phone, only 3 minutes less than I had when I wrote you a month ago, which should show that I DO NOT USE THIS PHONE AND I DO NOT WISH TO CONTINUE ADDING MINUTES WHEN I AM AN EXTREMELY UNHAPPY TRACFONE CUSTOMER.

So, as I requested, please issue me a refund for all minutes currently on my phone and then kindly close my account which I am unable to access.

alex i am still trying to get this problem solved. i purchased more air time so i could try again. i called on 2/22/22 but was given the run around again.i wasted another 13 min air time. i tried to just forget the free phone and purchase a phone at walmart but they were out of stock. i want to stay with a flip phone if possible, but anything would be better than nothing. i tried to contact your chat line by clicking on the link above but it asked for my credit card info. i understand that the free phone offer is just a scam to waste my airtime and steal my money. i only wish that i had not wasted more money when i purchased the new card. i do not understand why i am the one who gets screwed because your people do not know what they are doing. they tried to email me a verification code abunch of times but it takes a while to go through so by the time i get it they say it has expired. and they end up telling me they have to text me which no one can tell me how to do. you can go back and check it out. if you even really record the calls. i have been a trackphone customer for years to bad that does not seem to mean anything to trackphone. since my phone is going to stop working tonight you can not call me but please email me asap if you are willing to correct this situation. i have to go to the library to use the internet so i will not be able to respond quickly but i will reply. if you could just send me a phone that would be great to. my address is 671 south 4th st lot number 4 camp verde arizona 86322. i will keep checking my email waiting for your reply. gary keller.