TracFone

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1.2 out of 5, based on 21 ratings and
92 reviews & complaints.

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Tracfone Flat Out Lies and Overcharges
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

INDIANA -- All I wanted was to buy my mother a cheap phone. Well it started out that way. I got her the phone and put it on the "free" (actually $5.99 plus tax) plan on Tracfone. Until I knew it worked in our area. I decided to change the plan. The website would not let me change the plan until the free plan was canceled. So I canceled it. Then it stated I could not enroll the phone until the service date was up, which was yesterday.

So I got on the website to change the plan and lo and behold the phone was inactive. I was informed it needed to be reactivated with a airtime card. I didn't have a card, so I bought one through their chat support and was told I could then change the phone to the family plan to avoid this again. Ok. I get on the website, no dice. Still cannot change the plan on either phone. I get on chat support (mostly cause they cannot speak English on the phone) for the 4th time and get a representative that says she can do it all for me.

Great! I asked to change both phones to the Family plan. "That's a charge for 11.36$ do you want to proceed?" I said "Wait, is that now?" "I did not say you would be charged now, it would be on the next service date." My next service date was 3/26/15 so I agreed. Guess what? I was charged twice in one night! 4 times in a month! Once for my monthly plan last week, once for the airtime card, once for the enrollment in a different plan, and so on even when they say they won't charge you they do.

I explained this to the next representative who got on, since the previous representative didn't answer my questions and switched me to someone else in the middle of the chat. This was 4 hrs and 5 reps later I might add. I was not very nice at this point. I asked this other representative since I was flat out lied to, could I get a discount or some sort of credit. An emphatic "No" was my answer. So I get charged 3 times in one night just to switch a plan to SAVE money, who's the sap? Don't be like me. Just say no to their deals, or never change your plan. You'll pay for it.

All and all, this cheap phone for my Mom and myself ended up costing me 50 dollars in other fees in the span of one night. So if you think you are saving money with them, don't. They are just as bad if not worse than their parent company, Verizon. Double talk, lies, and denial is their middle name.

     
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Refuses to Exchange or Refund for Useless Purchase
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I purchased what I thought were minutes from our local convenience store as I usually do. Not until after I authorized the purchase with my debit card did I realize the clerk rang up the wrong item. Instead of purchasing 200 minutes, I paid for a double minute card, costing $49.99. However, still believing I had purchased minutes, I made several attempts to plug in the pin # to add airtime, but was told the # was invalid.

Since my phone is already triple minutes, I neither need a double minute card, nor can it be installed on my phone. I checked the receipt (the transaction does not come on a card, but is printed on a register receipt). The receipt says "Double Min 49.99". I went back to the store and was told that once a Tracfone purchase is made, no changes, exchanges or refunds can be made. All must go through Tracfone.

I called Tracfone and 1st spoke with a girl in Belize. I gave her and 3 successive supervisors the pin # for the purchase (the 2nd one, Tyrell in Belize told me there was no supervisor in Tracfone that could assist me). I offered to scan and email my receipt, and requested that Tracfone convert my $49.99 payment into the corresponding value of minutes. I even went back to the store after being shut down by Tyrell, and there were no buttons the clerk could push to make any refund or exchange for me.

When I went back to the store and was unable to get compensation, I actually had to PURCHASE more minutes-60 @$19.99- just to retrieve messages and be able to use my Tracfone! Any reasonable person and/or company would consider this a considerable smack in the face. So at this point, I'm $70.00 (49.99 + 19.99) down, with only 60 minutes to show for it. In my 3rd and 4th attempts with customer service representatives to get my purchase exchanged for minutes of the same value, I was given the same response:

"As a one time courtesy (yet another smack)", I would be given $19.99 worth-60 minutes. My 4th customer service representative verified that 200 minutes cost $39.99, but for my $49.99, she could only give me 60 minutes, along with a certain number of extra service days. All reps acted as if offering to triple those 60 minutes to equal 180 was a gift, HOWEVER, I already have an automatic triple minute for life phone-I should be getting 200 x 3=600 min. for 39.99 with refund of the extra $10 I paid!

Given that I have 6.2 years' worth of service left, extra service days is meaningless to me. The reason I have so many service days left is because I have used Tracfone for years and am a very loyal customer. I am the type of customer who is easy to keep-to insult me and take my money with no service provided is a seriously foolish business move- I am a regular, dependable source of income. I was even told to go back to the convenience store a 3rd time-to run a fool's errand for Tracfone reps to keep me from bothering them (smack #3).

After 1 hour and 18 minutes of this (on my second day of trying), I had to take my daughter to the doctor. I had been on hold approximately the last 30 minutes of the call waiting for my 5th supervisor (smack #4). I left the house with the phone on hold.

Tracfone representatives: rejected my offer to send my receipt, saying that what I was telling them about the amount I paid (on receipt and which included the pin #) was untrue; repeatedly rejected my request to exchange the useless double minute card for corresponding amount of minutes; verified that 200 minutes cost 39.99, but only offered me 60 minutes for my 49.99.

Ignored that I have been a loyal customer for as many years as it takes to accumulate over 6 years of service days (I would guess it has been approx. 7 years); would rather I dispute the $50 payment, risking the loss of that revenue, even though adding minutes to my phone would cost Tracfone nothing, even if I had NOT paid for them; would rather lose me as a customer, and all the revenues from my future purchases, which would be in the hundreds and more $s; and would rather I tell people of my experience (giving a business $50 with the only service provided was to relieve me of my money and call me a liar).

The sole reason I have pursued the issue through 4 representatives before being shot out into eternal hold is that I dread going out to find another phone service. None of the representatives were native English speakers, and I couldn't help but think they had no idea what I was talking about. I had to frequently ask them to repeat themselves because I couldn't decipher what they were saying.

Additionally, my own words were being echoed back to me on top of what the reps were saying, and the background noise was nearly as loud as their voices. I could not at times tell whether they were talking to me or someone next to them. One told me that my log said a previous representative had offered to compensate, but I rejected the offer.

Now, I must call the debit card company to start my dispute. I will recommend only using credit cards when dealing with Tracfone, because if one has a problem, resolution is not an assumption that can be made. I recommend one behave as if doing business in a 3rd world country, because that is the type of iffy, risky transactions you will be making. It is a gamble. It is unwise to use cash or debit with Tracfone.

To behave in an ethical manner as would be expected in the United States, Tracfone would offer me 200 minutes, plus a refund of the $10 extra dollars I invested in the company, for which I have received nothing but stolen time and a hole in my wallet. I am a seriously unvalued customer who 5 representatives considered completely unworthy to assist or maintain as a client. I trusted this company to deliver service after I gave it my money, and it honored that trust by keeping the money and slamming the door in my face. Its representatives behaved as if they have nothing left to lose by disposing of me and my business.

     
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Screwed by TracFone
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I have been a TracFone customer from October 2002 through June of 2013. Sometimes my wife and I had two phones and sometimes one. Over the years I have recommended TracFone to friends and relatives, several of which have taken my advice. Once my minutes run out, we are done forever. Apparently the management of TracFone feels that screwing a loyal customer out of 112 minutes is worth the loss of revenue and the bad publicity.

Over the years customer service has not been great. When I called, I expected to wait on hold for about 20 minutes and then talk to someone in India where you (or they) had to repeat things several times to be understood. This is what I expected and this is what I got until now. I accepted this level of service because of the low prices and the fact that I could do a lot of things on-line. I only had to call on the phone once every year or two.

Recently a relative died and we were left with a phone with 112 minutes on it. TracFone has a policy that lets you move minutes from a phone you are taking out of service to one that has service. There appeared to be no way to do this online, so I waited until I had an hour of free time and called. At the end of one hour on hold, I had to leave for a doctor's appointment, so I was forced to hang up and loose my place in line.

It took me four days until I had enough time to try again. This time my call was taken after “ONLY” 40 minutes on hold. I was told that normally I could transfer the 112 minutes, but that my airtime had expired 10 hours before my second call and I would have to pay for another month of air time for the 10 minutes needed to transfer the minutes over to our other phone. When I told them that the time was expired because they made me wait on hold for an hour, they would not listen. They kept claiming they were not at fault and I would have to pay. I then asked to talk to a supervisor. I was given excuse after excuse as to why I could not talk to a supervisor.

Finally after asking six times, she said she would put me on hold and try to get a supervisor. After a few minutes, she came back and told me that no supervisors were available and one would have to call me back. I gave her my name and phone number and she promised a supervisor would call me back. It has been six days and there have been no calls. I even checked my caller ID log to make sure I didn't miss a call (I do have voicemail). So feel free to become a TracFone customer if you like dealing with a company that will keep you on hold for hours, cheat you out of money you paid, treat you like **, and lie to you about calling back.

     
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DON'T EVER USE TRACFONE
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

INDIANA -- There are many issues within your company I feel should be brought to your attention. You have lost a at least 6 TracFone users and letter has been written to BBB and Washington State Attorney Generals office for further investigation of your company. We ordered this cell phone for an 85 year old family member to be able to contact and communicate with family and friends. It arrived very promptly and online order was very easy.

Upon, trying to activate it all else within TracFone FAILED. After sometime of trying to activate the cell phone on line I was directed to call customer service. At which time I waited 14 minutes to speak to a customer service representative. I spoke to a gentleman named ** who seemed to not be very knowledgeable and was unable to get the phone to activate. Code after code it still would not allow for calls in or out.

All he kept saying was "it is activated, so let me try this." This went on for AN HOUR AND TWENTY MINUTES before I asked to finally asked if this was something he thought could be solved if not I would like to be transferred to get an exchange or refund. Nothing else was said to me the line on the other end went dead and I was on hold for another eight minutes.

Where I got your #1 worst employee. She refused to say her name, the tone in her voice was unpleasant, she appeared to be eating in my ear the entire time we were on the phone. I explained the situation to her that I we had just spent an hour and twenty minutes on the phone trying to get this phone to be functioning and she replied "ma'am I don't think it is us I think it maybe you." Let me tell you I work a hospital HR department with many cell phones and computers everyday where we depend on them. (and not just TracFones) I know cell phones and technology and have used cell phones everyday for the past 15+years.

HOW RUDE of one to challenge ones intelligence especially the paying customer. After this I admit I was not happy. I asked about returning the phone because I was done with her and the lack of customer service. She told me I would have to PAY to send it back and then I could get some kind of a refund. I said "Why should I have to pay to send it back when you sent me a faulty phone."

She replied "you are the one who wants the refund!" If we can't figure it out an 85 year old sure would not be able to. I did ask for her to explain to me what I could do different for it to work and finally after I saw her tone getting worse I asked to speak to a supervisor in which I was told "there is not a supervisor on at the time" and was put on hold.

She came back and said "I SPOKE TO MY SUPERVISOR and you will just need to mail it back using USPS, FedEx, or another carrier where the package can be tracked."Funny how she can talk to her supervisor but when I ask there is not one working! I said again I will need to pay for it? In which she replied "Yes, ma'am you will need to pay for it and after we receive the phone we maybe able to reimburse you something!" Something is not good enough.

     
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Tracfone horrible customer service
By -

9700 NW 112TH AVENUE, FLORIDA -- Incident. I have attached below some of the e-mails that have been going back and forth between TracFone and myself. I purchased a new phone on June 21 2010 and tried to have it activated with my old TracFone #. On June 21 they told me my phone will be active with transferred # in one hour after phone conversation/activation. At that time they had transferred my minutes from my old phone to my new phone. To date if I try to make a phone call I get a message saying if this is an emergency please hang up and dial 911, your tracfone has not been activated.

When making calls to the phone, it goes immediately to voicemail. They have sent me two new sim cards and the problem still remains. I have been calling practically every day. I spend hours on the phone during the day and then go home at night and spend hours more on the phone to no avail. The thing is I have 1000 minutes left on the phone and need to either get the phone working or my money back. See below. Thanks.

I have been on the phone practically every day with your customer care. Every one gives me a different story. My phone still doesn't work even with this second sim card that you have sent. I spend hours upon hours on the phone with you guys. I keep getting instructions to call back again in 24 hrs. When I call and give either my serial # or case or ticket # the customer service representative doesn't see any information on any of my previous transactions.

I purchased this phone on June 21 2010. You guys have ported my # like 3 times now. I need my phone to work. Can someone tell me what\'s really going on? Below I have pasted some of the most recent e-mails I received from TracFone.

Damage Resulting. I have been without tracfone service from June 21 2010 till now. I use this phone to take calls from customers. No one is able to reach me for over a month now. I am in the office machine business and bill 110.00 per hour per job. I have spent approx 4-5 hours a day on the phone with TracFone to no avail. They constantly lie to me. Every one gives me a different scenario when I call. Contact me.

     
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SafeLinc Phone Programs are run by morons.
By -

In May of 2009, I started to receive notices stating that I must verify eligibility to continue service. Every time I called, I was told I didn't need to verify and that the messages were a mistake, and "Please disregard". Here is the first series of e-mails :
Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue. Safelink phones cannot be registered on my account; you will not be ableto register your phone on TracFone's "My Account". You will receive your SafeLink benefits until 01/02/2011. If you have any further questions or concerns, please contact our SafeLink Wireless customer service department at 1-800-378-1684. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows: I don't know what else to say. I've been told I need to verify my eligibility, but I when I call customer service, I'm told that there's no reason to worry because my phone service won't end until 2011.Also, I'm unable to login at your web site for the reasons stated below. ajsdad.

Date: Wed, 22 Jul 2009 09:50:45 -0400> From: Custsrv@tracfone.com> To: Subject: Re: Other Activations (KMM4048699I16433L0KM) Thank you for your interest in TracFone Wireless. We are responding to > your recent inquiry. We would like to apologize for any inconvenience this may have caused. > However, due to the limited amount of information in your email, we are > unable to address your concerns. Please reply to this email with a brief> description of the issue to be solved or contact us by phone and we will> be happy to further assist you. Should you have any additional questions or concerns, please contact one> of our customer care representatives at 1-800-867-7183. For your > convenience, our representatives are available Monday-Sunday from 8:00 > AM to 9:45 PM EST. To expedite your call, please have your TracFone and > serial number available. Thank you for being a TracFone Wireless customer. We appreciate your > business. Sincerely, TracFone Wireless Original Message Follows:> Issue Category:> Line Activation> Specific Issue: > Other Activations> Brief description of issue:> I'm unable to verify online because it won't accept my address. I have > the same address as when I sighed up. When I try to login my address, it> tells me either "Address not valid"or "Login Error. Please Try Again" > Every time I call to find out how to verify, I'm told there no reason to> verify since my phone shows an expiration date of 01/02/2011. Please > advise. Thanks!
Number 2 e-mail:
Dear, Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We would like to take this opportunity to apologize for any inconvenience you may have experienced with our service. Your Lifeline Government Program provided through SafeLink Wireless has been cancelled. Our records indicate that you have not completed your Safelink Annual Verification. Verification is quick and easy:Simply access our website www.safelinkwireless.com and click on 'Verify'under LEARN button or call 1-800-SAFELINK (1-800-723-3546). Once your Annual Verification is received and approved, you should receive your FREE SafeLink Minutes within 72 hours. If you have any further questions, please contact our SafeLink Wireless customer service department at 1-800-378-1684. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for your interest in SafeLink Wireless. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows: Issue Category:FeedbackSpecific Issue: Other FeedbackBrief description of issue:After all this e-mailing and reassurance, my service was dicconnected this morning. After the repeated calls to tech services stating that I'munable to log-on ang verify, and being told over and over that I didn't to verify, my service was diconnected. I'm now being told, this morning, that it will take up to 20 to 30 days to have my service reactivated. Why was I mislead about this? Why must I endure no phone service for believing the statements given by the representatives of yourcompany? Is this what I should expect in the future? Please advise.

Dear, Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue. Safelink phones cannot be registered on my account; you will not be ableto register your phone on TracFone's "My Account". You will receive your SafeLink benefits until 01/02/2011. If you have any further questions or concerns, please contact our SafeLink Wireless customer service department at 1-800-378-1684. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows: I don't know what else to say. I've bend told I need to verify my eligibility, but I when I call customer service, I'm told that there's no reason to worry because my phone service won't end until 2011.Also, I'm unable to login at your web site for the reasons stated below. ajsdad.
Subject: Re: Other Activations (KMM4048699I16433L0KM) Dear, Thank you for your interest in TracFone Wireless. We are responding to your recent inquiry. We would like to apologize for any inconvenience this may have caused. However, due to the limited amount of information in your email, we are unable toaddress your concerns. Please reply to this email with a brief description of the issue to be solved or contact us by phone and we willbe happy to further assist you. Should you have any additional questionsor concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. To expedite your call, pleasehave your TracFone and serial number available. Thank you for being a TracFone Wireless customer. We appreciate your business. Sincerely, TracFone Wireless Original Message Follows: Issue Category: Line Activation Specific Issue: Other Activations Brief description of issue:
I'm unable to verify online because it won't accept my address. I have the same address as when I sighed up. When I try to login my address, it tells me either "Address not valid"or "Login Error. Please Try Again" Every time I call to find out how to verify, I'm told there no reason to verify since my phone shows an expiration date of 01/02/2011. Please advise. Thanks! ajsdad.
Number 3: Dear, Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We apologize for the inconvenience that you have been through and feel confident that we can rectify the situation. Unfortunately, we are unable to resolve this issue through email. In order to better assist you with this issue, there is a need to speak with you directly. If you prefer to be contacted by one of our representatives, please reply to this e-mail with a contact telephone number (other than your SafeLink number) and the best time to reach you. Please contact one of our customer care representatives at 1-800-378-1684 and we will gladly assist you. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows:

As I've stated over and over again, the verify system WILL NOT accept myaddress. If you would take the time to read the previous e-mail below, you see that this same problem I've writing about since 7-20-2009. If you can't fix this problem and restore my service, please give me the e-mail address of the president of the company? Maybe he/she will show more interest in this situation than what I've received from tech support. end.
Number 5: Dear, Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue. Please be informed that we have updated your phone on our system. Hence, please turn it off and then, turn it back on. Next, please attempt to make a local call, by dialing first the area code and then, the phone number. If after following this procedure you are still unable to make or receive calls while in your local calling area, please do the following (please have your TracFone with you and fully charged during this process): Step 1: Click on the following link (or copy and paste it into your web browser): http://www.tracfone.com/case_select_action.jsp?nextPage=case_select_action.jsp&task=tech_supportStep 2: Enter your serial number (IMEI/ESN/MEID) into the "Report Technical Difficulties" field and click Submit. Step 3: Click Continue in the section titled ?Unable to make or receive calls?.Step 4: Follow the instructions as they appear on your screen. If you have any further questions or concerns, please contact our SafeLink Wireless customer service department at 1-800-378-1684. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows:
I'm unable to call because my only phone has been turned off by SafeLink. > Date: Fri, 28 Aug 2009 14:16:05 -0400>
From: Custsrv@tracfone.com> To: ajs. dad@hotmail.com> Subject: Re: Unable to make or receive calls (KMM4293129I16433L0KM) Dear , Thank you for your interest in SafeLink Wireless. We are responding to > your recent inquiry. In order to further assist you, we need to speak with you directly. > Please contact the Lifeline verification department at 1-800-977-3768. > For all other inquiries, please contact our SafeLink Wireless customer > service department at 1-800-378-1684. For your convenience, our > representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your > business. Sincerely, SafeLink Wireless Original Message Follows:> Issue Category:> Line Activation> Specific Issue: > Unable to make or receive calls> Brief description of issue:> I verified in the first week of August. When will my phone be turned back> on?>
Number 6:
Dear, Thank you for your interest in SafeLink Wireless. We are responding to your recent inquiry. We attempted to contact you on 08/29/2009 05:45 PM at (phone number), but you were not available. In order to further assist you, we will need tospeak to you directly. Please contact one of our customer service representatives at 1-800-977-3768. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. We would like to take this opportunity to apologize for any inconvenience this issue may have caused you. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows: I turned the phone on as instructed, but my airtime still shows that I haven't received any minutes for August. Will I receive minutes for August, or September?
Date: Sat, 29 Aug 2009 08:33:46 -0400> From: Custsrv@tracfone.com> To: ajs. dad@hotmail.com> Subject: RE: Unable to make or receive calls (KMM4297564I16433L0KM) Dear Allen, Thank you for your interest in SafeLink Wireless. We are responding to > your recent inquiry. We would like to take this opportunity to apologize for any > inconvenience you may have experienced with this issue. Please be informed that we have updated your phone on our system. Hence,> please turn it off and then, turn it back on. Next, please attempt to > make a local call, by dialing first the area code and then, the phone > number. If after following this procedure you are still unable to make > or receive calls while in your local calling area, please do the > following (please have your TracFone with you and fully charged during > this process): Step 1: Click on the following link (or copy and paste it into your web > browser): > http://www.tracfone.com/case_select_action.jsp?nextPage=case_select_acti> on.jsp&task=tech_support> Step 2: Enter your serial number (IMEI/ESN/MEID) into the "Report > Technical Difficulties" field and click Submit.> Step 3: Click Continue in the section titled ?Unable to make or receive > calls?.> Step 4: Follow the instructions as they appear on your screen.(Does not address service disconnections.) If you have any further questions or concerns, please contact our > SafeLink Wireless customer service department at 1-800-378-1684. For > your convenience, our representatives are available Monday-Sunday from > 8:00 AM to 9:45 PM EST. Thank you for being a SafeLink Wireless customer. We appreciate your > business. Sincerely, SafeLink Wireless Original Message Follows:> I'm unable to call because my only phone has been turned off by > SafeLink. >
Date: Fri, 28 Aug 2009 14:16:05 -0400 From: Custsrv@tracfone.com To: > Subject: Re: Unable to make or receive calls (KMM4293129I16433L0KM) Dear , Thank you for your interest in SafeLink Wireless. We are responding to > your recent inquiry. In order to further assist you, we need to speak with you directly. Please contact the Lifeline verification department at 1-800-977-3768. > For all other inquiries, please contact our SafeLink Wireless > customer service department at 1-800-378-1684. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM > EST. Thank you for being a SafeLink Wireless customer. We appreciate your business. Sincerely, SafeLink Wireless Original Message Follows: Issue Category: Line Activation Specific Issue: Unable to make or receive calls Brief description of issue: I verified in the first week of August. When will my phone be turned > back on?>
Latest one:
Dear, Thank you for your interest in TracFone Wireless. We are responding to your recent inquiry. We would like to take this opportunity to apologize for any inconvenience you may have experienced with this issue. Our record shows no pending transaction on your account. Please be informed, you can only make and receive calls when you have minutes and service days. You may follow the procedures below as stated on our previous email to resolve the issue. However, if it is still not working, then we will need to speak to you directly so we can troubleshoot the phone and be able to provide appropriate resolution. If you are unable to make or receive calls while in your local calling area, please do the following (please have your TracFone with you and fully charged during this process):Step 1: Click on the following link (or copy and paste it into your web browser): http://www.tracfone.com/case_select_action.jsp?nextPage=case_select_action.jsp&task=tech_supportStep 2: Enter your serial number (IMEI/ESN/MEID) into the "Report Technical Difficulties" field and click Submit. Step 3: Click Continue in the section titled ?Unable to make or receive calls?.Step 4: Follow the instructions as they appear on your screen.
(Does not address service disconnections.)
If you have any further questions or concerns, please contact our customer care department at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 9:45 PM EST. Thank you for being a TracFone Wireless customer. We appreciate your business. Sincerely, TracFone Wireless Original Message Follows: Once again, let me make it clear, I DO NOT have ANY minutes in order to place any phone calls. Until minutes are added to my phone, I cannot dial or receive any calls.
I'm not sure how phase it any other way. I was told I didn't need to verify, I told them that the online verification site would't accept my address. I was told that I was"misinformed" by customer service. They said "We're sorry for being wrong, however, your service is connected for not verifying." Worse of all, they keep asking me to call customer service knowing my service is disconnected. Thank you for your time. ajsdad.

     
Replies
No Support Unable to use Mailbox
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MIAMI, FLORIDA -- I have just spent 82 minutes on the phone with a customer service representative This was my second call to TracFone today. I did not set up a mailbox when I activated my phone. I now need one. When I pressed 1 to set up the mailbox I received the message "Welcome to AT&T voice mail. We need more information to direct you to the appropriate Mailbox." Then "To leave a message, dial the 10 digit number for the person you are trying to call". The other option was "If you have a mailbox on this system, press the # sign." Neither option applied but I pressed the # sign and got "Please enter the mailbox number specified by your system manager!" So I called for help!

The first representative put me on hold 6 different times for 2 to 4 minutes each time and kept coming back to tell me that "The application is loading". He finally came back on after placing me off and on hold for 27 minutes and said he could not help me but he was transferring me to someone who could. I held for another 17 minutes and then hung up and called back.

The second representative told me after 82 minutes of repeating the phrase "The application is still loading" that "it appears the application will not load" and he said there was "nothing else he could do for me today". I asked him to transfer me to a supervisor and he sent me right back to square one in the general queue. These guys know that we pay by the minute right? We do not have unlimited talk time or rollover minutes. I tried to enter an online request for support but the web page went to nowhere land when I hit the submit button!

     
Replies
Over Charges for Air Time Cards
By -

I've posted the actual email communication with TracFone for you reading enjoyment. You'll see how much trouble I've been through with no resolution. I finally decided to dispute the charges from TracFone with my bank and switch phone carriers.

________________________________________
From: Head, Michelle R.
Sent: Tuesday, May 04, 2010 9:34 AM
To: TracFone Customer Service
Subject: RE: Credit Card Discrepancies (KMM6200003V56508L0KM)

Please re-read my original email. There were only 2 purchases made. Your company charged me 5 times. I've sent this to additional managers within Trac Fone because I knew the support desk would try to start over again you are incorrectly saying that there are 5 successful charges and there were not, That is a proven fact by your representatives, you would have already know if you had read the original email. So please read my original email again and see if you understand that there are 3 airtime redemption charges that were not successful and I did not authorize or receive the minuets for. You may call me at work with any questions. (phone number removed for posting.). I will save this email with all my other documentation to show how you have once again refused to correct your mistake.

________________________________________
From: TracFone Customer Service [Custsrv@tracfone.com]
Sent: Saturday, May 01, 2010 2:31 PM
To: Head, Michelle R.
Subject: Re: Credit Card Discrepancies (KMM6200003V56508L0KM)

Dear Michelle,

Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry.

We would like to take this opportunity to apologize for any
inconvenience you may have experienced with our service. Please be
informed that successful airtime redemption is non refundable. However,
in order to further assist you with this issue, we will need to speak to
you directly.

Please contact our Sales Support Department at 1-800-323-2366. For your
convenience, our representatives are available Monday-Sunday from 8:00
AM to 10:45 PM EST.

Thank you for being a TracFone Wireless customer. We appreciate your
business.

Sincerely,

TracFone Wireless

Original Message Follows:

Issue Category:
Credit Card Purchases
Specific Issue:
Credit Card Discrepancies
Brief description of issue:
Hello, my name is Michelle Head. I have 3 phones with TracFone.
(phone numbers and SIM numbers removed for this posting.) On April 16th
2010 I purchased 120 minutes from your web site for $15.21. I made this
purchase twice, for 2 of my phones, (phone number and sim numbers removed for this posting). I made this
purchase on my Visa/debit Card ending in (removed for this posting). $15.21 two times is
$30.42. I checked my bank account on 4/20/2010 and saw where there were
4 charges of $15.21 taken out. $60.84. I sent an email to your company
through your web site on 4/20/2010. I received an e-mail back saying:

Dear Michelle, Thank you for your interest in TracFone Wireless. We are
responding to your recent inquiry. Upon further verification on the
serial number you had provided us with, we are only able to confirm that
one charge for a total of $15.21 had been made on 04/16/2010. Should
your credit/ debit card statement show that the charge had been
duplicated, please contact one of our sales support representatives at
1-800-323-2366. For your convenience, our representatives are available
Monday-Sunday from 8:00 AM to 10:45 PM EST. To expedite your call,
please have your TracFone handset and serial number available. Thank you
for being a TracFone Wireless customer. We appreciate your business.
Sincerely, TracFone Wireless

Issue Category: Airtime Redemption Specific
Issue: Other Airtime Quest Brief description of issue: I was charged
incorrectly. I have double charges for 4/20/10. I should have 2 charges
for $15.21 and I have 4??????????? ESN or IMEI: (#removed for posting) TracFone
phone number (numbers removed for posting)
First Name: Michelle Last Name: Head (address removed for posting) Since this
was obviously incorrect I sent a reply that listed all 3 of my phones
and then on 4/21/2010 I received the following email.

Dear Michelle,
Thank you for your interest in TracFone Wireless. We are responding to
your recent inquiry. We would like to take this opportunity to apologize
for any inconvenience you may have experienced with this issue. Upon
further review on the account it appears that two of the charges that
were mentioned are only pre-authorization charges and it would be
credited back into your account after 24-48 hours. However, if after
24-48 hours and the funds were still not release, please call customer
service so that we can assist you further and resolve the issue as soon
as possible. If you have any further questions or concerns, please
contact one of our customer care representatives at 1-800-323-2366. For
your convenience, our representatives are available Monday-Sunday from
8:00 AM to 10:45 PM EST. Thank you for being a TracFone Wireless
customer. We appreciate your business. Sincerely, TracFone Wireless

Original Message Follows: I have 3 phones
listed under my name that I bought for family members and that I add
minuets to. They are (phone and sim numbers removed for this posting) please check
all of these. There should have been 2 charges to my credit card and
there are 4. Thanks Michelle Head.

________________________________________ From: TracFone Customer Service
[Custsrv@tracfone.com] Sent: Wednesday, April 21, 2010 5:06 PM To: Head,
Michelle R. Subject: Re: Other Airtime Quest (KMM6138077V57079L0KM) Dear
Michelle, Thank you for your interest in TracFone Wireless. We are
responding to your recent inquiry. Upon further verification on the
serial number you had provided us with, we are only able to confirm that
one charge for a total of $15.21 had been made on 04/16/2010. Should
your credit/ debit card statement show that the charge had been
duplicated, please contact one of our sales support representatives at
1-800-323-2366. For your convenience, our representatives are available
Monday-Sunday from 8:00 AM to 10:45 PM EST. To expedite your call,
please have your TracFone handset and serial number available. Thank you
for being a TracFone Wireless customer. We appreciate your business.
Sincerely, TracFone

Wireless Original Message Follows:
Issue Category: Airtime Redemption Specific
Issue: Other Airtime Quest Brief description of issue: I was charged
incorrectly. I have double charges for 4/20/10. I should have 2 charges
for $15.21 and I have 4??????????? ESN or IMEI: (phone number, sim number and address removed for this posting)

I checked my account on 4/27/2010 and saw that the refund had not been made, so I called back to
your company. I was at that time told that the records showed that the
funds had been released and that I should call my bank and see why they
had not processed this refund. I called my bank and left a message. They
called me back on 4/29/2010 and said that they did not see anything from
TracFone for me. So I called your company back on 4/29/2010. When I
initially called on the 29th I was first told that there were only 3
charges made for $15.21, not four, which was incorrect. However I did
find out at this time that there was an additional $10.14 amount that
was charged to my account on that same day. After much discussion (one
and a half hours worth) I was told that she did see the 4 charges for
$15.21 and one for $10.14. Now I realized that there are 5 charges that
were made to my credit card on 4/29. Not the two that I authorized. I
thought I would receive some resolution now, much to my dismay I was
then told that she could see all 5 charges, but she refused to return
the money for the 3 charges (that was not authorized by anyone for you
to take out of my account) because I was told "We show that you did
receive the minuets from the other 3 charges as well." That is not true.
I only received 120 min on 2 phones for a total of 240 and total of
$30.42. I was then told that they could not take my word for fact that I
did not't receive the minuets and they would need to verify on my 3 phones
that I did not receive the minuets. At this point I became more than
frustrated. My money had been taken out of my account without my
authorization and it had taken me 10 days to have someone from your
company admit it, only to find out that my moral ethics were to be
questioned and they could not find out if this were true or not without
me having the 3 phones physically with me so I could go to code entry
mode and type in *#0 then tell them what the screen said. I would
understand if this was the first time I had contacted your company,
however I had contacted the company several times by phone and by email
and no one had ever questioned me about verifying anything. I had to
spend over 2 and half hours on the phone during the day with your
customer service representatives to do absolutely nothing to right the
wrong that your company had caused. I did have one phone with me, so one
of your representatives agreed to return one of the $15.21 charges since
he could prove my phone had not received any additional minuets. I was
then asked when I could have all 3 phones with me to get the other 2
verified. I told them I would have them all by 6:00 and asked them to
call me back at 6:00pm that day. No one ever called me back, so I called
the company once again. I explained the situation and the representative
verified that none of my three phones had received any additional
minuets besides the 2 phones getting the 120min that each of them
should. Finally I expected to have your company's problem taken care of.
I had spent numerous days and way more of my time trying to get
untrained unprofessional representatives to help, so I'm not sure why I
thought I was near the end of my quest to get back the money that you
had no right to take out of my account. $15.21 + $15.21 +10.14 so now
you owe me $40.56 minus the one refund that was issued (of course that
is assuming that I will eventually get that refund, as of 4/30/2010 I
have not)

So to recap
1st I was told (by email) that there was only
one charge.
2nd I was told (by email) that there were 2 additional
charges and that they would be returned to me in 24 to 48 hours.
3rd Iwas told (by phone) that the funds had been released and there must be a
problem with my bank and I needed to contact them.
4th I was told (by phone) that they could see that there was the 4 charges for $15.21, plus
one additional charge for $10.14, but that one of my phones had received
the minutes from the 3 additional charges so they could not refund me
the money I was owed.
5th I was told that yes they could verify that I
had been charged erroneously and that they could see that none of my
phones had received any additional minuets that I had not purchased.

Now
you would think this would be the end of my complaint email and that I
would have the 3 charges that I did not make returned to me and that I
would have enough minuets complimentary added to my phone to show me
that all of this I had been through was worth something. But no neither
of those two things did happen nor has happened. The last communication
I had with a representative I was told that she could not refund the 2
remaining charges that never should have been charged because another
representative had issued me one of the refunds. What? Are you serious?
This is the out right most unacceptable service I have ever received.
Unprofessional bad business. I have used your company for several years
now and have never had this much trouble. I finally explained that I
would be disputing the charges through my bank since there was not one
representative from your company out of the 6 or 7 I had been in contact
with that was capable of understanding what had happened and how to fix
it. So the reason I've documented all of this is to give the TracFhone
company one more chance to fix this problem and compensate me for my
time and extended effort to fix a problem I did not create. If I can't
trust your web site to charge the correct amount when I purchase minuets
from you and I can not trust your customer service representatives to
fix the problem in an acceptable manor and reasonable amount of time I
see no way possible to continue to use your service. I propose you
refund all 3 charges that should not have been charged and add 500
complimentary minuets to each of the 3 phones I now have active in your
service. I will begin communication with the FCC, the Better business
bureau, Internet pages ETC. if I have not received both of these request
by 5/5/2010. I regret that I have now had to spend another 30 min typing
up all of this, but I loath the ideal of having to go through one more
representative that is so ill equipped to handle to simplest of
problems. In the event that for some unexplainable reason you do not
rectify the problem as requested I would like to think that someone from
your company would pull up all communication from 4/16/2010 through today
and use the phone calls as a training tool of what not to do. This
company will loose more and more customers who can not have a simple
problem fixed and who must spend hours repeating the same story to
different people who also cannot help. Michelle Head

     
Replies
Horrible Experience * Still Waiting On Hold For Tracfone Customer Service ??? (Click For Low Wait Number)
By -

MIAMI, FLORIDA -- Quick Answer: I found a low wait / no wait 800 number for Tracfone- Call 1-800-323-2366. AGAIN, THAT'S 800-323-2366

Long Answer:

If you plan to replace your traditional phone with just a Tracfone, PREPARE TO SUFFER.

If you plan to rely on Tracfone as your only phone, PREPARE TO SUFFER IN INFINITY.

If you want to kill off your elderly family members by giving them a heart attack (induced by horrendous frusturation), give them a Tracfone.

As for my [HORRIBLE] experience with Tracfone:

I purchased the T105G at Wal-Mart for $10.

I purchased the "50 Minute Value Plan" for $10/mo, thinking I would attempt to downsize my cell phone bills.

(so far so good, but then the Tracfone shows its true colors)

THE "UNLIMITED DOUBLE MINUTES" TAGLINE IS VERY MISLEADING. YOU ONLY GET DOUBLE MINUTES IF YOU PURCHASE THE [OVERPRICED] MINUTE CARDS AT STORES OR ONLINE. IF YOU PURCHASE A "VALUE PLAN" AND "MINUTE BUNDLES," YOU WILL NOT GET DOUBLE MINUTES. This is not mentioned anywhere or anywhere prominent in the literature or on the website (if it is mentioned, it's hidden like the interest rate section of a Pre-Obama Era credit card application)

Instead of downsizing my life, I have found a CONFUSING myriad of "special bonus codes" that I failed to use in the correct order AND THUS I don't get the little bonus's. (the cheesy looking people in the Tracfone website/coupon book stock photos aren't smiling because they're happy with Tracfone; they're smiling because they think you're a fool for buying a Tracfone)

The 10 minute bonus codes sound lame... ...and in many ways they're beyond lame. BUT THEY GO A LONG WAY WHEN EACH 20-SECOND CALL COSTS AN ENTIRE MINUTE.

Inbound "Wrong Number" calls will cost you. The previous owner of my Tracfone number is evading his/her creditors. I now get their Spanish language robo calls, and I get charged if I simply pick up the phone and say "hello" to "Dora The Collector."

Most recently, I was low on minutes, so I purchased a "50 Minute Bundle" online for only $10. The charge shows up immediately on my credit card, but THREE DAYS LATER MY MINUTES ARE STILL M. I.A.

A friend called when I had only 10 minutes left... ...the call cut-off like the cut-off of a Lifeline Caller/Friend on the game show "Who Wants To Be A Millionaire." (Great! Now my friends think I'm officially low class for having a pre-paid cell phone!)

But wait, my Tracfone experience gets even worse...

CUSTOMER SERVICE CALLS TO TRACFONE ARE NOT FREE. Or in other words, YOUR MINUTES ARE USED UP WHEN YOU CALL TRACFONE CUSTOMER SERVICE. If you call their widely published number, you will go through all of your minutes.

Having ditched my traditional, $60/mo cell line, and not having a land line in my home.... ...I went to a payphone to call the 800 number listed on the Tracfone website. I WAITED 90 MINUTES ONE EVENING, WITH NO ANSWER. JUST HORRIBLE, REPEATING MUZAK THAT MADE ME WANT TO SPLIT A VEIN, wondering what STD I was going to contract from the dirty pay phone (bring sanitizing wipes and drive to a nice neighborhood if you need to do the same). I began walking down the line of pay phones, trying the number with different prompts, while leaving the other payphones off the hook. NO LUCK WHATSOEVER.

On day 2, I emailed technical support with my pleas for help (does anyone really enjoy emailing customer service, tech support ???).

On day 3, I get a reply from tech support, with instructions and the new, low wait / no wait customer service number.

The email tech support instructions were of no help... ...but the email mentioned "that I should have 100 minutes on my phone now" (50 minutes from my 50 minute bundle; 50 extra minutes thanks to "Unlimited Double Minutes!").

The email included instructions with the 800-323-2366 number to call. BACK TO THE PAYPHONES ! I called this number [from a dirty payphone], and the customer service representative was VERY nice and helpful. She solved my problem after 20 minutes on the phone. But then she also kindly informed me "that because I purchased a "50 Minute Bundle, I do not qualify for the Double Minutes. I kindly asked if I could be compensated for the 2 hours I've spent at payphones and she declined my request.

SERIOUSLY... After what I've been through with Tracfone... All the nickel and diming, misleading advertising, Pay-Per-Minute Phone Support, etc etc. ...

IT WOULDN'T SURPRISE ME ONE BIT if Tracfone gives out a "Perpetual Hold Customer Service Number" (800- with hopes that practically everyone uses the online Customer Service forms which saves them a bundle (all those calls to Third World call centers really add up!). I don't know this for sure... But the drift of everything I have experienced tells me that it's highly likely.

BOTTOM LINE: I have found Tracfone to be my worst nightmare, eclipsing my experience with Spring PCS from 5-10 years ago. I honestly didn't think this was possible. The only person who could possibly enjoy my experience is Sprint CEO Dan Hesse.

I had some very important and urgent phone calls to make this week, and I waited three days to finally get my problem resolved.

AWFUL. AWFUL. AWFUL.

     
Replies
Poor coverage, Poor website functions, Customer Service indifference
By -

9700 112TH ST AVE, FLORIDA -- I got a TracFone for emergency use. It gives me a check restriction-34 message in my home and nothing more happens. I'd really like to know what that means? The website offers no help. They make you register your personal and phone information to access the site, then each time you try to contact them for service you are required to enter all this information over and over again.

And this does no good since the website contact just refers you back to the 800#s that you can't reach because your phone does not work. If you find a phone that does work and use their 800# you can count on 10 minutes on hold. This is a very effective program to discourage all but the most desperate of customers with copious time to commit to contacting them.

I too gave up and accepted the cheap phone was useless. I am in Jacksonville, Florida. My home just a few miles from the Federal Reserve building. I'm not out in the woods. Yes I receive no service. If I wander around town I can get reception but it's spotty and the idea of completing a call is just a dream so far. It's been a year.

I contacted the State of Florida Office of Public Council and began to receive a series of declarations from a **. I have written frequent emails asking numerous questions (like what does "check restriction -34" Mean?) and received zero answers. He chooses to send these proclamations once a week. "We are sending you a replacement phone" e. g. Upon receipt of the replacement it blew up on the charger the first day. This replacement phone came with a return envelope. I wrote asking for direction how to proceed. After several days I used the enclosed return envelope to return the defective phone.

** replied a week later he was sending a replacement envelope. I had emailed him two days earlier I'd already returned the defective phone in the return envelope. I wrote again "its already been returned." A week later he wrote "We are awaiting the return of the defective phone to proceed." A week after that I received another proclamation "we are sending a replacement phone."

During these passing weeks the old phone on which I had 600 unused minutes, was put out of service. I had to register the replacement phone when I received it to activate service. In doing this it supplanted the old unused phone. So because their original phone that never worked prevented me from using the 600 minutes, I lost them. Heads they Win tails we lose. Pretty good odds for them.

That are very proficient at protecting their interests. I am on a program which adds 68 minutes per month. This addition was not made for February and the phone disconnected completely. Making sure I had absolutely NO phone access while they got around to replacing the two defective phones.

I shall continue to try to contact the office of public council. They don't answer their emails either, apparently. I wish I knew of some agency that actually is interested in improving cellular services. They seem to have everything their way. Take it or leave it isn't even an option. It's they take and we leave. But they have no competition because all cellular companies have the same attitude. And when they become notorious, they just change the names e. g. Comcast or AT$T. Same lousy coverage same lousy indifference to customers. And we pay and pay... Thanks and good luck.

     
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