MIAMI, FLORIDA -- I have been TRACFONE for 1 year and a half. I thought initially it was a good pay as you go with triple minutes for the LG phone. I have had MULTIPLE MULTIPLE problems with customer service. Calling the MIAMI number you are on hold for long periods of time. When not on hold you get transferred to Costa Rica the Philippines and this past Saturday was routed to Columbia. I asked numerous time to speak to a SUPV only to be put on hold longer and then the call was disconnected by TRACFONE.
Recently March 1, my TRACFONE only 3 months old, died - the on off switch ceased to work. I called TRACFONE - said they would send me a new one. Then on Tuesday, I decide NOT to get the new phone as I was switching providers and ending the terrible service with TRACFONE. I called - placed on hold for 15 minutes until I spoke to someone. I gave her my ticket # told her I do NOT want the new phone. I asked if it was shipped she said no. She cancelled it for me on Tuesday. I come home on Thursday and its at my door. I was LIVID. I called - was on hold for 45 minutes.
Spoke to two people who could not help me and asked to speak to a SUPV. They wanted me to bring the phone to the PO to mail it back. I said "NO, This is YOUR problem as I cancelled it on Tuesday". Finally was able to reach a supv - she and I sparred back and forth. I was on the phone with TRACFONE a total of 110 minutes. TERRIBLE customer service, terrible people - some who cannot speak English. And I had to be on hold for 110 minutes when I called on Tuesday to cancel this new phone order. NOT my problem but they made me take 110 minutes out of my time to call them back AGAIN.
Last year, ** in corporate was the only one who could help me. I had her phone # and lost it. The multiple calls this past month I requested to have them email ** and wanted her help again. Never heard from ** and doubt they emailed her. She is the only one who resolved my previous problems. This is a TERRIBLE company for customer service. DO NOT USE THEM.
MIAMI, FLORIDA -- We have two Tracfones and tried to transfer 600 minutes from the one least used to the one that had 1700 and used all the time. Before, you could transfer just the minutes, this time I was told the number also had to be transferred. I agreed and after all was done the 1700 minutes were gone and I had the same number on both phones, of course only ONE could be used.
For two weeks tried to get my minutes back and a new number for the other phone and all I get from their "customer disservice" is to go in circles and nothing can be accomplish. They say to get a new number for the other phone they had to cancel my regular number in the active phone. Forget about push 1 for English, you'll get a foreigner trying to speak in English. PLEASE WE NEED A CLASS ACTION SUIT AGAINST THIS COMPANY.
BRUNSWICK, GEORGIA -- Bought Tracfone flip phone, very hard to activate. Added 60 min. no worries. Went to add 120 min. and screen said to call customer service. I have called 11 times and burned up almost all my minutes. First they tell me that my phone needs to be activated, (but it is activated and I have been using it for months) then they say I have an invalid airtime Pin, then they tell me I do not have a Tracfone, then they tell me that my Sim is bad, then they say they will send me new phone.
No phone so I ask where it is (this is after 6 weeks) then they email me about turning the phone on but by now my 43 min. is down to 4 min, and they tell me 4 min. is not enough time to activate the phone. Round and round. This is not good.
PANAMA CITY, FLORIDA -- I have been trying to transfer my sim card # as well as minutes, service days, and of course my contacts to my second new TracFone and neither one are working. I have been trying for 14 days now. This has me furious!! I have gotten a different answer from each representative that I have spoke with. I still have NO PHONE!! What happened to the "24 hour" down time? I was told this would take to solve (2 weeks later)? I noticed this same problem posted back in 2000. Come on guys... Do you see the problem(s) here. All other carriers seem to have figured it out. Give 'em a call if you can!
I had the same Tracfone number for nearly nine years. Then, there was a "Verizon" recording on my phone saying my phone number was no longer active. This also deactivated my phone which still had minutes and air time. I contacted customer service, after being transferred several times, was told that Verizon owned their phone number and they just took mine back. I contacted Verizon and was told they would never do such a thing. I filed a complaint with the FCC and after some digging found out that Tracfone sells phone numbers at random whenever they want. I'm not done yet. Will be contacting every consumer reporting agency I can find.
MIAMI, FLORIDA -- Although their website (http://www.tracfoneild.com/destinations.aspx) states: "International Destinations include cities within the countries listed below," and Belgium (32) is one of those countries listed you cannot make calls to landline telephones in city code 71 (Charleroi). I have been through repeated calls to Customer Service (Ghana and corporate) and have been simply told that, "We do not provide service to that city code" (There may be others but that is one of the ones that I want to call).
I filed a complaint with the BBB Miami and today a representative from Tracfone called me back to confirm that they do not provide service to City code 71 in Belgium, probably the second largest population area in Belgium. When questioned why she simply stated their carrier did not provide it. When questioned about the website statement, she stated she would let management know.
I asked for a refund and she would only refund the last $20 card (120 minutes) when I have 241 minutes left on the phone. Everyone need to be aware that when Tracfone says "cities within a country" they don't necessarily mean all cities. I would not recommend Tracfone to anyone and when I burn up these minutes I am going to another carrier.
MIAMI, FLORIDA -- For the person just wanting a cell phone for calls, for directions and/or emergency contact, Tracfone coverage for the cost is fine. But when there IS a service/coverage or phone issue, their customer service is anything but customer friendly or focused. They'll easily toss out a fix that when further inquired on for explanation as to how it will fix the problem and if it's even a guaranteed fix or just an expense to try to hope it fixes things, it's admitted what's been suggested is simply the best idea or suggestion they know of and is not a guaranteed fix.
But again, this last admission isn't owned until pressed for - so if simply accepting their advice and any additional associated time and expense, it's still a catch-22 as to whether or not you'll just be throwing more money and time away. Their reps are completely untrained, seeming to just grab onto whatever they hear in the customer's statement that might be workable into a response. There is no accountability or assurance in what they're stating (and so really no point in calling them or even their existence and pay as "customer reps.")
They appear to be no more than a bunch of job seekers brought in and told to answer "Tracfone" and offer a name so it appears there's a cust/tech group. I use them for the cost savings for now - but, for the complete no guarantees/hanging out in the wind experience as a customer when things DO need address by their end, I would not recommend them to anyone if you have a little more to spend for service with actual customer service..
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.
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 frustration), 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. 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. (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 music 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 Sprint 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.
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.