I wanted to upgrade my Tracfone, purchased another Tracfone from HSN. HSN and Tracfone both said I could take my Tracfone # with me on the upgrade. There were still minutes on the old phone. CS for Tracfone and HSN said no problem you can keep your same Tracfone #. I got the new phone and activated it. I had my old # and it was working on the new phone so I put minutes on the new phone and the phone worked for about two weeks then stopped working. It said the SIM card was unregistered on face of phone. After 1.5 hrs on the phone CS said they would send a new SIM card, but it would take a week to get it. Waited a little over week no SIM card called CS again, where is SIM card? Told it was cancelled, but could not say why, another 1hr + on phone they said would request for SIM card again.
I got the SIM card called in to get activated was told my phone # was not available even though I had that # on my Tracfone for almost 2 years and it was working on the new phone. Now they will not give me my phone # back, nor will they refund the minutes I put on the new phone that no longer works. I do not want a new phone # for obvious reasons, numerous notifications to medical sources, family, friends and business sources etc. A big pain! I am out of almost $150.00 for less than 30 days of service and a phone that does not work.
I did every thing I was supposed to do, it was Tracfone who engaged in deceptive practices by saying I could take my # with me and actually giving the # to me for 2 weeks then taking it away and refusing to make me whole. As soon as the "shut down" is over I plan to make complaints with FCC as well as the Illinois Attorney General.
MIAMI, FLORIDA -- Approximately late November 2012 bought through QVC a Tracfone LG800 with very good deal of 1400 minutes, over a year of service with renew date February 2014, and lifetime triple minutes for every one minute you purchase. Initial cost was $100.00. Phone worked great from my home for about 5 months. Then one day from my home I could not get a signal. I called Tracfone and after 2 hours and a dozen or more of long sets of numbers to enter into the phone and constantly asking to repeat that I can't understand what you are saying (heavy accent) we finally got a signal. Phone worked until I hung up and tried calling a friend got a weird message "emergency calls only".
A few days later I called again, and again was put through the same crap of entering long sets of numbers. I still could not get a signal. I insisted upon speaking with a superior and was given a number to their corporate headquarters. It turned out to be a detour to customer service. I told them to connect me with a supervisor and she said I have to enter all these numbers first. I told her that has been done several times it doesn't work, connect me with a supervisor.
During one of my calls to service she just hung up on me because it was quitting time. I didn't realize they have hours only until 11pm. Imagine that, no 24 hour service.
Then my sister-in-law spoke to them and got another phone number to call which turned out to be the same number I had. Again they had me entering long numbers So after fighting with them I finally convinced them to send me a new phone. Received the so called new phone which was really a reconditioned one. It still does not work at home. It will work in some areas outside the home and not others.
"Everywhereness"??? I really look forward to nights in dead of winter getting into my Jeep and driving down the road to call my friends. I have been cheated out of my $100.00. They picked my pocket! My recommendation is stay away from Tracfone. You never know when they may decide to change the signals. Oh and their commercial about "Everywhereness" is a lie. I'm everywhere and I can't get that "Everywhereness" signal.
Ticked off in New York.
MIAMI, FLORIDA -- I have just spent 82 minutes on the phone with a customer service representative This was my second call to TracFone today.
I did not set up a Mailbox when I activated my phone. I now need one. When I pressed 1 to set up the Mailbox I received the message "Welcome to AT&T voice mail. We need more information to direct you to the appropriate Mailbox." Then "To leave a message, dial the 10 digit number for the person you are trying to call" The other option was "If you have a mailbox on this system, press the # sign." Neither option applied but I pressed the # sign and got "Please enter the mailbox number specified by your system manager!." So I called for help!.
The first representative put me on hold 6 different times for 2 to 4 minutes each time and kept coming back to tell me that "The application is loading",. He finally came back on after placing me off and on hold for 27 minutes and said he could not help me but he was transferring me to someone who could. I held for another 17 minutes and then hung up and called back. The second representative told me after 82 minutes of repeating the phrase "The application is still loading" that "it appears the application will not load" and he said there was "nothing else he could do for me today" I asked him to transfer me to a supervisor and he sent me right back to square one in the general que.
These guys know that we pay by the minute right? We do not have unlimited talk time or rollover minutes;.
I tried to enter an online request for support but the Web page went to nowhere land when I hit the submit button!
KEY LARGO, FLORIDA -- I had been a customer with Straight Talk for more than 3 years but the summer of 2011 is when the Tracfone system that was powering Straight Talk went haywire and I spent hours on pay phones (great fun finding one that worked) while traveling trying to get my Straight Talk and a new Tracfone to work. They somehow worked the bugs out and things were good till I needed to replace my phones with new ones. Now they had SIM cards and the fun began. Kept one phone 8 days and returned it thinking my problem was the phone. Ordered a new one on-line and proceeded to call and e-mail about not being able place or receive calls.
In a one month period other than the calls the techs would make to test the phone I received 8 calls and was able to make even less calls out. Returned that phone and gave up on Straight Talk bought a Tracfone. The store clerk spent 20 mins porting my number but they had to send me a new SIM card???? So for 2 days no one knew my number and then when I got the SIM I could not make or receive calls. Spent 2 hours on the phone passed off to 6 different people before Julio was able to resolve my problem. But - the second new phone which I have had for 1 week has only worked when I call tech support and they test it. I just spent another 1.5 Hours on the phone. First tech passed me off and I went on hold to that "pathetic" hold recording and then they said there were so many waiting I should call back at another time. 9:45 Pm called again passed to 2nd person turn off/on, remove battery, enter codes, remove battery and SIM sometimes works when he calls me sometimes not, I ask for a supervisor and guess what, I get disconnected! I call back busy recording 'call is important to us', yadda yadda. Tech called back while I am on hold listening to the noise and leaves a different number to call him back - try that, get some long string of numbers and no connection.
When I try to make a call from my land line to the cell I get a 'cannot be completed at this time and a message 6. When I try to call from my cell it looks like it is ringing - no sound - and after 3 pulses on the face of the phone it says call ended and goes back to the home screen. Text works and I can call voicemail for all the good that does as I am not receiving calls.
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 MUTLIPLE 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 P O 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, Kim 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 Kim and wanted her help again. Never heard from KIM 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.
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.
I bought a refurbished TracFone and the 250 minute one-year card from www.tracfone.com. I have had a problem with my TracFone from day one. It took from the day I got it (4/9) until 4/27 to finally get the thing activated. I tried to port my Verizon number, and received a new sim card the second day or so, but that didn't work because the number didn't port. That didn't bother me, as long as I got the phone to work. I called customer service. The person I talked to asked for my SIM card #, the new sim card I had just received, and told me that the SIM card wouldn't work in my area. She said she would send a new one. I waited 3 days and never received a new one. DON'T LIE AND TELL ME YOU'RE SENDING A SIM CARD IF YOU'RE GOING TO DO NOTHING.
I called back and the next person told me that my number didn't port and that he would have to send me a new sim card so that I would have a phone number. Sim card # 3. On 4/24 it did come, I popped it in the phone, went through the activation online, on the phone, and nothing happened again. I called back on two different occasions, was walked through a ton of code-entering. Once they got the phone "activated" they asked if I had an airtime card to add, to which I gave them the number. The typical ending answer would be to "wait 3-4 hours and if it isn't working then call back." Which I did. Again and again.
In the early morning of 4/27 the phone actually was working, and actually had its very own phone number, but out of my 250 minute card (ended up being 400 minutes total with bonuses, every time I tried to activate the card it told me that much) I only had 120 minutes on my phone. And that happened by accident by one of the people trying to help me get my phone activated, I entered a code she read me and 120 minutes show up on my phone.
So I called back on 4/28 to find why the remaining minutes weren't received. The last time I called TracFone was the worst. I called and ended up with a man who I hung up on because I couldn't understand what he was saying because his English was so heavily accented. No problem, I could deal with that.
Calling back I got someone I could understand. I explained that I didn't receive my original 400 minutes, but I had 120 (which seemed to confuse her) and asked why I didn't receive the other 380 minutes. She checked the airtime card and told me that the card had been redeemed on 4/12 (funny...my phone wasn't even working then!!!) and that I had used my minutes. I said no, I couldn't have used my minutes because I didn't get the phone to work until 4/27. Is someone else using my minutes? She said no, that I had used them. At this point I was very angry. Finally, during one of the many "I need to consult with someone, can you hold" episodes, I asked if I could talk to her supervisor since she wasn't helping me.
After 15 minutes or so on hold, he came on the line. I told him my problem and he told me the same thing, that the phone card had been activated and the minutes had been used. I told him that I hadn't used them. I was so furious that I then told him I wanted a return authorization number to return the piece of crap and get my money back. He said he would have to talk to his supervisor. I asked if I could talk to his supervisor. He said sure, let me get her, and I spent another 15 minutes on hold to have the same man come back on!!!
Then he said he would try and get me my minutes. No return authorization number. He fiddled with things, I entered codes, and when nothing worked, he lied to me and told me that the system was down, he couldn't give me my minutes tonight, and to call back tomorrow. WHAT?!! Tracfone's service motto must be "Call back tomorrow so maybe you would forget about the whole thing because the maze of customer service is so aggravating customers would rather forget they wasted their money than keep dealing with customer support."
So he ended up LYING TO ME because when I got huffy with him, mainly because I had by then spent over an hour on the phone with customer nonsupport, he fiddled around some more and ended up telling me FINALLY HE SENT THE REMAINING 380 MINUTES and that I should receive them shortly. I have waited. I am still waiting. Still 380 minutes missing.
After all of these many phone calls and hours on the phone I have still not received the original 400 minutes that I PAID FOR!!!!
This morning, while trying to help myself and going through the instructions online (which are a hell of a lot more helpful than anyone I've spoken to through customer support) suddenly I received a text message that says "0 units and 380 bonus minutes added. Please turn phone off and on. Time: 7:38pm 4/30/07" I don't know if my phone wasn't set correctly and I just now got this message or if it's been there all the time. But I've since turned the phone on and off, on and off, and nothing. NOTHING!!!
The worst part about this whole ordeal (worse than the lying) is that you only have one freaking phone number to which you always get people that can't help, follow that crappy script which is very annoying because if you get someone off their script they don't know what the hell they're doing, and to which English is not their first language, which I would think would be essential to providing helpful customer support. Divide up the phone line and specialize people, then maybe SOMEONE would know how to fix the problem!
On hold for an hour, then I get India, then was told I had to call a different department, was on hold another 45 min only to transferred back to the first department, I was so frustrated I asked to de activate the phone with over 500 minutes remaining on it, better service at a Mc Donalds. BEWARE !
BBB now involved, I guess its only a good phone for drug dealers. I certainly am not one.
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.
It was my son who found out about the new Senior Value cell phone from Tracfone and suggested I check it out. I did and I got it and am I glad I did. This is the perfect phone for people who are tired of struggling with electronics with tiny little keys they can't see. These keys are big. I can see the numbers and letters on the lighted display with no problem, even in the dark. For those who might be interested in this other feature, it's hearing aid compatible. It's also got 911 emergency assist. If you use a lot of minutes, this is not the phone for you. It's for people like me who don't use many minutes, but want to know we're still getting the best reception. I think this cell phone is one of the best things to have hit the market and hats off to Tracfone for thinking about us seniors.