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TracFone

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1.2 out of 5, based on 16 ratings and
87 reviews & complaints.
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Poor coverage, Poor website functions, Customer Service indifference
Posted by on
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 Jacsinvile, 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 Kevin Del Castillo. 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.

Mr Del Castillo 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 suplanted 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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Anonymous on 2010-02-18:
"It gives me a check restriction-34 message in my home and nothing more happens."

It means you have no signal.
CrystalSword on 2010-02-19:
We've used Tracfone for about 10 years and love it!! Rarely do we get into a dead zone with no signal and we've always been able to trasfer our minutes when we upgraded phones.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Screwed by TracFone
Posted by on
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 sh*t, and lie to you about calling back.
     
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Jerry on 2014-01-05:
I had a similar experience with TracFone reps cheating me out of 250 minutes. I've been a TracFone customer for several years but once I use my minutes I will never use them again. No one from India is going to treat me the way they did and get by with it. Once my credit card statement come out I plan on reversing the charges. Tracfone refuses to make good on it. My credit card company is aware of this and they plan to reach out to them to dispute the charges. Tracfone didn't used to be this way but I guess they don't need business now. Well, I for one will not be giving them anymore business.
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DON'T EVER USE TRACFONE
Posted by on
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 Michael 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 " maim 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, maim 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
Posted by on
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 hor 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 trafone 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 nite 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.




--------------------------------------------------------------------------------
From: TracFone Wireless
To: stanleyphilgriffin@yahoo.com
Sent: Sat, July 17, 2010 10:28:14 AM
Subject: Your TRACFONE Case Number

Dear TRACFONE Customer,

Our records indicate that a case for a SIM Card replacement was created on 2010-07-17 10:26:44.0. We apologize for the inconvenience and will ship your new SIM Card within 3-5 business days.

Your case number is 1020910253. You can contact our Customer Care Center at 1-800-867-7183, or visit our website at www.tracfone.com to check the status of your case.

Thank you for your patience,
TRACFONE Customer Service

Re: Port Case Incomplete (KMM6745525V94417L0KM)From: TracFone Customer Service View Contact
To: stanleyphilgriffin@yahoo.com


--------------------------------------------------------------------------------

Dear Stanley,

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

We attempted to contact you on 07/05/10 10:41 AM EST at 340-715-9818,
but you were not available.

Our record shows that the port in process was successfully and you
should receive a new SIM card, but upon further checking on your
account, we have verified that there are no SIM sent out.

We would like to take this opportunity to apologize for any
inconvenience this issue may have caused you. We have escalated that
issue and process the replacement of your SIM card. You may receive your
replacement SIM card in three to five days but there is also a
possibility that it may take up to seven days.

In order to further assist you, we will need to speak to you directly.
Please contact one of our customer service representatives at
1-800-867-7183. 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



Thu, July 1, 2010 10:22:42 AM Re: Port Case Incomplete (KMM6712427V43147L0KM)
From: STANLEY GRIFFIN View Contact
To: TracFone Customer Service ; STANLEY GRIFFIN


--------------------------------------------------------------------------------

Guys
My new TracFone still doesn\'t work. I have not received the new simm card that one representative said I would need. My cell phone still shows 340 626 0279 under my number. The number is supposed to be 340 513 7079. When I try calling 340 513 7079 the phone call goes directly/immediately to voicemail. When I try making a phone call it says \"emergency only this phone is not activated. if this is an emergency please hang up and dial 911.\"

Like I been trying to explain to you, the new TracFone is still not working. What are you guys going to do about it? I try calling your 800 # and it says can\'t take my call now due to high volume of traffic. Call back later.

You guys take like almost a week to answer an email. I am not very happy with the service I am receiving




--------------------------------------------------------------------------------
From: TracFone Customer Service
To: stanleyphilgriffin@yahoo.com
Sent: Thu, July 1, 2010 3:56:46 AM
Subject: Re: Port Case Incomplete (KMM6712427V43147L0KM)

Dear Stanley,

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 records show that your phone is active and has a due date of
03/24/2014. Please add additional TracFone Prepaid Wireless Airtime
prior to this date, to keep your TracFone Service and maintain your
current phone number.

If you have any further 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 10:45 PM
EST.

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

Sincerely,

TracFone Wireless



Original Message Follows:
------------------------
I spoke with a customer representative on the phone last night Sunday June 27 2010.
He said that trcfone will be sending me a new simm card in the mail. He
said I will receive it either today or tomorrow. He also said al I will
have to do is put this simm card in, turn phone off/on and all should be
well.

Now I see this e-mail that says something totally different. I went to
your site. When I enter my serial# of new phone it says that a
tranaction is pending, give five minutes and try again.

I see nothing in this e-mail about a simm card being sent to me. Can you
please clarify and let me know what\'s really going on? My phone still
doesn\'t work.



From: TracFone Customer Service
To: stanleyphilgriffin@yahoo.com
Sent: Mon, June 28, 2010 10:13:56 AM
Subject: Re: Port Case Incomplete (KMM6675170V90860L0KM)

Dear Stanley,

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

Upon further review of your account, it appears that your issue has been
resolved. Your phone with serial number 012125001263152 is already
active with phone number 3405137079.

Furthermore, our system shows that your TracFone has a pending phone
update and we need to enter series of codes to your phone. To update the
phone, please do the following (please have your TracFone with you and
fully charged during this process):

Step 1: Visit our website at www.tracfone.com and select the \"Activate
phone, add or buy airtime\" option.
Step 2: Click on the Technical Support menu under the \"Service &
Support\" section.
Step 3: Please enter your serial number (IMEI/ESN/MEID) into the \"Report
Technical Difficulties\" field, and click Submit.
Step 4: Follow the instructions as they appear on your screen.

You can also click on the following link and enter your serial number in
the \'Report Technical Difficulties\' section:
http://www.tracfone.com/case_select_action.jsp?nextPage=case_select_acti
on.jsp&task=tech_support.

If you have any further 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 10:45 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
TracFone Wireless customer. We appreciate your business.

Sincerely,

TracFone Wireless






Original Message Follows:
------------------------
Issue Category:
Portability
Specific Issue:
Port Case Incomplete
Brief description of issue:
Ticket # 1020236037 I am trying to have you guys transfer my old
TracFone # to my new TracFone. Each time I call your 800 number after
giving my information I get conflicting information from your reps. I
need you guys to just simply tranfer 340 513 7079 to my new cell phone
serial # 1020236037. The last representative I spoke with at appx 1030 am on
06/24/10 is now telling me that you are waiting for instructions from my
old carrier to transfer # to TracFone. There is no old carrier here.
This has been a TracFone # for years now. Like I said I just want it
transferred to my new TracFone. I have done this in the past when I
purchased a new TracFone. I have bee on the phone with your people for
almost 2 hours of talking and nothing happens. Please get me up and
running as soon as possible or I may have no choice than to just cancel
all my TracFone stuff and use another carrier that won\'t give me all
this up and down different story situation.
ESN or IMEI:
012125001263152
TracFone phone number:
340 513 7079
First Name:
Stanley
Last Name:
Griffin
Address Type:
Business
City:
St. Thomas
State:
VI
Zip Code:
00802
Phone Type:
Home
Phone Number:
340 715 9818
e-Mail:








Damage Resulting = I have been without tracphone 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 appx 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 = Y
     
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Anonymous on 2010-07-28:
Just as an FYI, you should be very clear with terminology because it can cause confusion if different customer service reps read your email. The term in question is "port." Porting is the process by which numbers are transferred between carriers. If I'm understanding your complaint, you just replaced one TracFone with another--so this is just a number transfer, not a port.
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SafeLinc Phone Programs are run by morons.
Posted by on
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.
     
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i_am_canadian on 2009-08-30:
Okay, my eyeballs are hemorraging trying to read that, but let me see if I understand correctly. You were eligible for their service, and at some point you became ineligible?

For starters, SafeLink is a FREE cellular service which they are not obligated in any way to provide to you. So before complaining and calling someone a moron, may I suggest you look in the mirror.
May I also suggest that if you are dissatified with SafeLink, please feel free to find a paid service which meets your expectations.
Anonymous on 2009-08-31:
You can say that again, it's FREE! If you don't want to deal with the 'idiots', get a pay phone like the rest of the world...or go without.
i_am_canadian on 2009-08-31:
I am getting sick of these lazy whiners who get a free handout and still have the nerve to complain. I pay for all my services, as do 98 percent of other people. And I'm not high income either, by any stretch of the imagination.
Anonymous on 2009-08-31:
IAC, I don't know about Canada but here in the states nobody pays for all the services they receive case in point would be national defense, highways and our war of terror. If we did fully pay for those services then we wouldn't have an 11 trillion dollar national debt. Until such time that every man, woman, and child in the US coughs up their share of that debt (38 grand) I really can't see tossing stones at others for not paying for what they receive. It's the American way.
i_am_canadian on 2009-08-31:
I was referring to household utilities and services. Heat, hydro, water, internet, cell phone, home phone and cable.
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Tracfone, What A Pleasant Surprise In A Market Dominated By Deception
Posted by on
After years of going to the mat with Verizon, my former carrier, my contract by the grace of God finally expired. A Verizon representative actually had the unmitigated "nads" to call and ask why I wouldn’t renew, imagine that!

On Dec 22, 2010 I purchased a Tracfone LG420G for $15.00 and a 60 min / 90 day service card for $19.95 from my local Dollar General store, very reasonable.

Got home and began the initial charge powered up and went to the web sight,
their sight was straightforward and phone activation was effortless, then I tried to register my time / service card and received a dialog stating there was a problem and an 800#, my first thought, oh $#*! here we go again.

Dreading the challenge I expected to encounter I called, went through 1 level of auto attendant, put on hold and to my surprise in less that 2 min connected to a technically proficient, graciously polite and patient gentleman who was difficult to understand and explained the situation,
I heard the keys clatter then he was back on line saying "your card wasn’t properly scanned, I will have to connect you to a different department" he graciously wished a Merry Christmas and put me on hold.

In seconds I was connected to another gentleman almost identical to the first but even more difficult to understand, he requested I fax him a copy of the receipt and the front and back of the time card, gave me an 800# to fax a case # to reference and informed me that my phone came with double minutes for life as long as my service days didn't expire, we thanked each other exchanged holiday greetings and hung up.

The web sight was still open and so far this was the most positive experience I ever had with a carrier, in a leap of faith I purchased a
600 min package, min later I flipped the phone open and had 1210 min and 400 service days.

I couldn’t fax until the following day, I faxed them in the morning, went to breakfast and when I returned to my shop found a message from a very difficult to understand lady informing me they hadn’t yet received my fax
which I resent. the following day the additional double min and service time had been properly credited, problem solved, the fact that they called me to follow through resolution, I was impressed.

After years of torture dealing with deceitful, predatory charlatans at last I might have found a wireless carrier with integrity that keeps their word. At least this is the best experience I ever had with a service provider, the deal is what it is nothing more, nothing less, a breath of fresh air.

I still have outstanding disputed bills for stuff I didn't ask for over a year old with my former carrier, chalk it up to experience like a bad divorce, it was worth anything to get them out of my life.
     
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Over Charges for Air Time Cards
Posted by on
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
     
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oldisgood on 2010-05-05:
I have a headache. Way too confusing for me to follow. I sympathize, but can't comment on it
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Crooked Company
Posted by on
STANLEY, NORTH CAROLINA -- In June 2007 I bought a used Tracfone from a cousin with 300 minutes on it. I purchased the Free Double Liftetime Minutes for $149.00, this included 800 minutes. After 3 months I needed a new phone so I called TracFone [who you can't understand] but was told that I could transfer my minutes and card over to a new phone so I purchased a new phone called and got the minutes tranferred. In June 2007 I bought a used TracFone from a cousin with 300 minutes on it. I purchased the Free Double Lifetime Minutes for $149.00, this included 800 minutes. After 3 months I needed a new phone so I called Tracfone [who you can't understand] but was told that I could transfer my minutes and card over to a new phone so I purchased a new phone called and got the minutes transferred. For about 60 days everything was fine, I then purchased 2 cards for 120 minutes each at a local store[ they were on sale].

After getting them added to the phone I found out that they were not doubled. I called Tracfone and was on the phone for over an hour and was told I couldn't transfer the card. [had been told I could] I finally hung up and called when I was calmed down, got someone in the Philippines again. I explained the situation to her and she said yes she could put the card on my new phone and did so. [She did give me more minutes than she was supposed to but I had been on the phone so long and was so aggravated that I didn't say anything because I didn't want to start all over. by this time with the cards I had purchased and the double time I had over 2500 minutes so I kept up with it close. I had a second phone [for husband] that had 250 minutes left on it and in December I decided to put them on the main phone instead of keeping up with 2 phones. On the phone again for an hour, straining to understand but the guy took the minutes off my old phone without any problems and was supposed to add them to the main phone. I told him they weren't showing up, he replied it may take 5 minutes.

I was on my way out the door for an appointment, Minutes never showed up. when I got home I called back. Had all the SN# and everything from both phones, I called and was on the phone for 46 minutes and was then turned over to a supervisor. Waited online for 2 hours and 5 minutes, [wasn't going to give in] when I finally got to talk to the supervisor she said that I had not removed minutes from any phone and added them to this phone. What can a person do, you can't go through the line and do it yourself. you get their names and write a book about it and it doesn't help. anyway I finally hung up, called back a little later got another person who put the minutes on in less than 5 minutes. I could see them on my phone. I thought all was well but still kept a close watch on my minutes. In the meantime my cousin [who I bought the phone from] had her Discover Card on file for the phone I bought from her. she got a charge on her Card for $183.00 dollars for Tracfone, she disputed the charge with Discover and spent hours on the phone with Tracfone and couldn't get any answers. the customer service reps treated her like she was crazy. Discover gave her money back. Two days ago when my husband tried to use the phone he got a message that said the phone was deactivated. [had 2627 minutes and airtime until 2010 on it] When I called Tracfone again was told I would have to call back the next day after about 45 minutes hold. Called back the next day after 30 minutes I asked to talk to a supervisor.

I told her from the beginning I was going to tape the call. After another hours and being put on hold [while I talk to a supervisor, which is what I thought I had] I was finally told that I had purchased a double minute and a 120 minute card on a charge card in September and it had been taken off my card. I had never used a card to do that and had not bought that second double minute card and another 120 minutes card [had bought my cards at a local store] I then told her about the charge on my cousins card and she had the nerve to tell me that I had to have the card in my hand and made the purchase because they had to have a pin number on the back of the card before they would have done it. I have never even seen her card and didn't know that at one time [not on this phone, but the one I had got from her] she had a card on file. the supervisor told me they wouldn't do it with a card on file unless I gave them the 3 digit pin number on the back..I never did and never would have done that.

I'm not a crook and have a good relationship with my cousin. After another 30 minutes I told her that they may have put the minutes on my card [although it didn't add up to the right amount of minutes] could she take those minutes off and leave the nearly 2,000 minutes I had on it. She was a supervisor but she didn't have the authority to do that. The only way my phone would be activated again would be to pay $183.00 for the double minute card and another card. Hell will freeze over before I give them another dime. I have lost approximately $225.00 - $250.00 on this phone. I will contact the BBB and as many people as I can to let them know the kind of business Tracfone is doing.

I only wish I had known this before I got one. I will also contact a local TV Station that has a investigator to check out companies who do people wrong. I know this is a long post, I have written a book of notes on the calls I have had to make to Tracfone. Some people may have good service and get along fine with them but there are a lot of us who have been cheated very badly. It will be worth it if only person don't have to spend the hours I did on the phone with....all because I was trying to save a few dollars on a cell phone. Never again!!!!!! I'm sure I have spent more than 10 hours total on the phone with them.
     
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Patman21 on 2008-09-28:
Hey, sorry about the problem, but why did you just spend all that money before trying it out?

When trying out a company for the first time, buy the minimal. I bet you would have been happier if you would have bought a $15 phone and a $20 card!
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Horrible Experience * Still Waiting On Hold For Tracfone Customer Service ??? (Click For Low Wait Number)
Posted by on
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.




     
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Alain on 2010-10-07:
Some members here have suggested that Tracfone is better suited for occasional or supplemental use. I've had a Tracfone for more than 5 years and haven't experienced the problems you've had.
yoke on 2010-10-07:
We have used Tracfone for a couple of years and have been very happy with them and the service. If you are going to make a lot of calls or texting it is not the plan.
Don D. on 2010-10-07:
Alain: In the immortal words of Colonel Hans Landa from Inglourious Basterds... "That's a bingo!"
Disgusted on 2011-12-08:
Only a few days - you were lucky - I have been waiting 8 days!
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Not everyone can afford a cell phone that's why United States federal government is trying to help economically repressed people
Posted by on
9700 NW. 1 12TH AVE., MIAMI, FLORIDA -- I would like to commend the United States federal government for attempting to provide a vital free cellular telephone service to our many elderly and handicapped individuals that may possibly due to circumstances beyond their control may find themselves living in poverty, that may otherwise not be able to own a telephone at all. These are the very people that often need a telephone the most and that would often otherwise be denied of such a vital and possibly life-saving service. Compassion for the less fortunate among us seems to almost be forgotten in the shadow of those that would abuse our system for their own personal gain because of selfishness and greed. Should we become callous to the outcries and suffering of all those that are in true need because of the abuse of a few.

Although I commend our government on their good intentions I must also severely criticized their choice of service providers through this particular cellular telephone company(TracFone wireless of Miami Florida which owns safe link). I personally tried to do business with them and found them to be one of the worse cellular telephone providers I have ever encountered. If our government wants to help the economically repressed and handicapped with cellular telephones they really could not have made a worse choice of companies to provide this service on behalf of the United States government.

Sometimes our government seems to be penny wise and pound foolish. I would think that many telephone companies of higher quality would trip over each other trying to compete for such a large and lucrative contract with the United States government and that there is no reason that our government must settle for this particular provider. I believe the best recourse of action for any person having problems with this organization would be to contact the Atty. Gen.'s office and other consumer types of watchdog agencies and to convey to them factually, accurately and truthfully whatever negative experiences people may have endured in their attempts to do business with this organization (TracFone) which is why such agencies exist (for consumer protection).

The fact that the poor people must depend upon the service and are receiving it free does not excuse TracFone's unconscionable behavior because they are being well paid by taxpayer dollars to perform their contractual obligation to those in need of the service. If we do nothing about such things and think that we can not make a difference: then we are beaten before we've begun. Only when good people sit idly by and do nothing can the bad people and organizations prevail over us. We must take action if we want results and if nothing to cause changes nothing will change. It was our courage, compassion and conviction for a better way of life that at one time founded this unique and special nation. We must continue to defend the broken, handicapped and elderly among us also that cannot always defend themselves or we are no better than those that oppress them. And they, the oppressed must also on behalf of themselves and others like themselves take action and not think that they cannot make a difference because of the severity of their difficulties and belief that no one really cares, because some of us do care. We should all remember that in the twinkling of an eye any one of us could find ourselves handicapped for life and lose everything we ever worked for. Think about that as we drive to work today. Think about that as we send our children off to school. Think about that all the time because it could be any one of us on any given day of the week. Yes, believe it or not, any one of us may also find ourselves living in poverty, crippled and broken and eating very little and not even a simple telephone. Think about it.
     
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Hugh_Jorgen on 2010-01-01:
No good deed goes unpunished.
jktshff1 on 2010-01-01:
I would imagine that the service was bid and Trac had the lowest.
warddw1526 on 2010-01-01:
Not trying to be callous, but the expression "beggars can't be choosers" comes to mind. I do not mean that "economically repressed people" are beggars, but if they can get discounted services, they should be happy to get the discounted services.
jktshff1 on 2010-01-01:
Those voices keep bringing me back to this, but I am not going to listen to them.
spiderman2 on 2010-01-01:
Why do people need a cell phone to live? I know there is a basic landline package under the theory that everyone should have a telephone and that the phone company can't turn off phones for certain people, but does everyone really need a cell?
PepperElf on 2010-01-01:
ward - that's the same phrase I'm thinking of

I would personally suggest if a free cell phone isn't good enough
there's always the option of buying your own phone and plan
or doing without and sticking with a landline
Anonymous on 2010-01-01:
I bought a Tracfone from Walmart for $15, and it takes $20 every three months to keep it running. And I would do without if I couldn't afford it. It's nice, but not a necessity by any means. This program is another example of the government trying to provide all things to all people at public expense. In certain areas any cellular provider may have better service than others. I've never had any problem w/Tracfone. Suggesting that poor people with free service are being oppressed by Tracfone is ridiculous.
PepperElf on 2010-01-01:
and hell if you get the fancy flip phone one - I forget what model tho - you can even get double minutes for the life of your phone. the phone's only like 30 something I think.

or you can spend 50 and get the card for the same thing.
Nohandle on 2010-01-01:
Bent&Broken, you are absolutely correct: We should all remember that in the twinkling of an eye any one of us could find ourselves handicapped for life and lose everything we ever worked for. One does not have to be handicapped to find his investments gone. Too many saved and did without all of their working years to find themselves in a serious financial situation. Many are ineligible for the freebies.

I, personally, would not expect my fellow taxpayers to provide me with a special box so I could watch TV nor a cell phone. If it was provided, I certainly wouldn't complain. And BTY, the government is not helping the economically repressed, the taxpayers are. Some taxpayers simply can't afford it anymore.
Starlord on 2010-01-01:
Pepper, that is the Motorola W376g. It has all the bells and whistles, such as a camera, FM receiver, is Bluetooth compatible, and as you said, you get double minutes for the life of the phone. When I bought minea month ago, they were $29.88. I just saw an ad on TV that they are now selling for 19.88, with all other info remaining the same. We have been with Tracfone for 8 years and have received excellent service. One important point. Tracfone will work when Sprint, Verizon, AT&T, all the big national companies' phones say 'No Service.' I am disabled, and I first wanted the phone in case of an emergency because I am diabetic. No one gave me a phone. In fact Qwest sold me a $500 paperweight and threatened to cut off my home service if it wasn't paid. I never made nor received one phone call. Bent & Broken should be grateful, he is getting his phone free. So what if they don't jump through whatever hoops he wants them to? People complain too much and the program will go away.
Backlash2 on 2010-06-23:
Bent&Broken:For those that are disabled(like myself)and were working there is such a thing as social security diasbility which pays so much each month based on the length of time we worked and paid in and if it is a low amount,there are progams to compensate.I lost my job and almost everything but I do not have nor do I expect the government to give me a phone or any other luxury item.The idea of the phones was meant to help the people that needed it but the truth is the phones are in the hands of illegal aliens,drug rings and people just taking advantage of the system
snoozer66 on 2010-10-21:
Regarding SafeLink service: This is not a gov't giveaway. It is an extension of the long-standing LifeLine service. In actuality, the FCC mandates that carriers are responsible for this subsidy but they have managed to put it on their customers. For traditional landlines, registering w/ Lifeline provides a modest discount while also blocking long distance calling on said line. TracFone offers SafeLink to low income individuals/families who participate in specific federal assistance programs, most of which are administered on the state level, so some states have different criteria or don't participate at all. The USF (Universal Service Fee) is something collected as per the FCC on every single phone line in America, and has been for decades. It is not a tax, it is a fee and there is a difference. It was a result of mass deregulation decades ago, wherein telecommunications companies were able to vastly increase their revenues. It was never meant to be passed on directly to the consumer but there you have it.
TracFone actually makes money offering this service. The handsets are very basic and cheaply made. They receive tax incentives yearly by offering the phones and minutes. Further, many SafeLink participants buy additional airtime from month to month as needed and this is all profit directly to TracFone. Because there are limitations to it, it's very hard to take advantage of. You cannot choose a phone; there is no capability on the handsets beyond making/receiving calls and texts. They are not intended to compete with mobile devices that access the web, to d/l music or use most data services. They offer no perks. They are indeed a lifeline to poor, disabled and elderly folks for safety, to stay in contact with family/doctors/pharmacies/banks etc. A land-line phone will do you no good if you are stranded away from home. If you look around these days, there are less than 1/16th the number of pay phones than 30 years ago. Most cost 50 cents to 1 dollar for 3 minutes of talk time, and that's if they even work. Gone are the days that a business will allow you to make a local call on their phone, even in an emergency. Eventually, pay phones will be a thing of the past, except in areas such as airports, train stations and jails.
The average basic phone plan starts at $40.....but to start, even with prepaid and contract-less service, you must purchase a phone locked to that carrier, you must pay an activation fee (usually $35), you pay state taxes...and in many cases if your credit is less than great, you will pay a $100-$300 (or more) security deposit, contract or not. So, the average start-up cost for even a $40/month plan will cost about $125, significantly more if you choose a smart-phone and are required to put up a deposit.
The American cellular industry has priced out many potential customers, and is rife with limitations, fees, double billing practices and "gotchas" that simply ARE NOT ALLOWED in the rest of the developed world. The VERY LEAST the industry can do is offer basic service for those that can't afford what used to be considered a luxury, but is now pretty much a basic communications necessity. For the past 6 years I have paid and average of $130/monthly to T-mobile.
Now, disabled with a disease expected to result in death, I am forced to live on an SSDI income of $743/month. Even the lowest tier of service offered by T-mobile, offering 300 minutes + the smallest text bundle after taxes still tops $60. If you agree to a 2 year contract, you might save a few dollars, but, because the US allows cell carriers to "double bill" for text messages, you are really only getting 1/2 the # of texts per bundle, unless you pay an extra $20/month for unlimited texts. Also worth noting is that companies like Cricket, Metro PCS, Boost and Virgin Mobile ALL still bill for roaming and are not known for consistent, dependable, surprise-free service. An advertised price ALWAYS has exclusions, limitations and variables according to region. TracFone will not charge extra if roaming occurs on a SafeLink handset.
This is a Godsend for folks like me. As far as I am concerned, for the billions a year that the Telco's bring in, a program such as SafeLink is the VERY least they can do.
Final thought re: drug dealers abusing this program----ever known any drug dealers? They are constantly making and receiving calls, so even if they do qualify for the program and phone, you can bet your buns that they are shelling out plenty of $$$ for extra airtime each month, AND, known felons are precluded from many public assistance programs and so wouldn't qualify to begin with.
I resent the term "welfare phone". The connotation is that a person using this service is somehow taking from others while not contributing to society or that person is dishonest and slothful. It's very easy to stand in judgment of those less fortunate, to clump them together in one miserable group, especially when you are in a better station in life---but WAIT! In a single day, everything you have could be wiped away. Disease, death, divorce, job loss, home loss---nobody is immune to circumstance beyond ones control. Best to be empathetic. Save your pity, save your scorn.
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