FLORIDA -- Well, where do you want me to begin? #1. Your instructions are impossible. Before I go MAD please have someone from TracFone call me and get me connected. Thank you. **. At the end here you ask for an image. Well, just imagine I am pulling my hair out! Ouch! Come on, have someone help me through this insanity or expect my phone to be shipped back to you. Thanks.
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 queue. These guys know that we pay by the minute right? We do not have unlimited talk time or rollover minutes. I tried to enter an online request for support but the web page went to nowhere land when I hit the submit button!
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 deactivate the phone with over 500 minutes remaining on it. Better service at a McDonalds. BEWARE! BBB now involved. I guess it's only a good phone for drug dealers. I certainly am not one.
With TracFone you have the ability to purchase minutes "on demand" from your phone. It is a convenient feature. I had the payment connected to my debit card. I lost my debit card so I needed to change my payment method for the TracFone. TracFone's website allows you to enter a checking account as the payment method. So I did, because I was waiting for my new debit card to come. I tried to buy minutes but I kept getting a text message that said "Credit card denied, call customer service". I thought maybe I had to wait for the database to be updated with the new payment info so I kept trying it periodically. I tried 7 times and finally called customer service.
They said, "We don't accept checking accounts". I said, "Well, then why is it an option on the website?" Since most of the customer service people barely speak English they will just keep repeating the same line to you like a parrot, so you finally have to give up and just accept that answer. Monday comes and I look in my checking account and lo and behold I have a hold placed on my account for 7 charges from TracFone. So I call them and tell them that they charged my checking account and I didn't receive any minutes.
They say, "We don't take checking accounts only credit cards or debit cards." I say, "I know but you charged my account anyway." Well, they keep repeating this same line like a parrot. They don't have a clue. I say I want to talk to the billing department. They say, "This is the billing department. We don't take checking accounts, only debit or credit cards." AHHHHHHH I hang up before I start shouting at the top of my lungs. I go to bank and explain. They take holds off money.
Today I look and lo and behold they took the money out and I got 2 bounced check fees. I went to the bank and filed fraud charges and it's going to take me up to 30 days to get my money back. I explain to bank that it is impossible to get my money back from TracFone. They are complete idiots.
Luckily the bank (Bank of America) took the claim because normally when you permit a vendor to take the money out you have to get the money back from the vendor and the bank will not file a claim for you. So hat's off to BofA for having some compassion. I start look for new cell phone plans. Don't bother going to Walmart's Straight Talk - TracFone owns them and it's the same crappy customer service you get with TracFone. TracFone has the worst customer service on the planet.
Have you ever felt powerless as a consumer? How about neglected or ignored by a company? If so, maybe you've tried to get service from Tracphone! My son gave me his old Motorola Tracphone with 500+ minutes left on it. He wanted me to have a cell phone to use for emergencies - him dialing in or me dialing out. It seemed like it should be a simple task to reactivate a phone with minutes on it. Not so with Tracphone! The customer service voice-response series of dead-end recordings is confusing and frustrating to navigate. If one is fortunate enough to speak with a live person, the solution that's promised is not delivered.
Online customer service seemed to be more responsive at first. So, I followed the directions given to me as a solution, and Tracphone charged my credit card $74.88 May 26, 2009. This charge was to cover a month of service, which was supersized to a year to give me time to use the new and old minutes. In order to reactivate the phone, however, I was told I had to wait for the arrival of a new SIM card, "which should arrive in 3 - 5 business days." That was 7 phone calls, 10 e-mails, and 60 days ago. I'M STILL WAITING FOR THE SIM CARD.
Meanwhile, the 60 day "grace" period for reactivation has passed, the 500+ minutes should have expired, and I have been without a phone for three months. I have requested assistance from the Better Business Bureau. Three things I've learned from my experience with this company: Take Note: Never let the reactivation date for prepaid minutes expire.
If you do, you have fallen into "their" trap and might not get out without damage to your pride and/or pocketbook. Tracphone needs competition. I would like to work for the competition. If you have a friend with a wireless network, ask to join in. You may be fortunate enough to deal with real people that speak your language when you need customer service.
I know customer service has gone downhill in the last few years but attempting to talk to TracFone customer service was one of the worst experiences that I have had. First my daughter had lost her phone and I called to stop service and asked them the steps I need to take once I purchase a new phone. The call center (wherever it is overseas) has their representatives reading from a script and every time I asked a question that was not in line with the script the person would just repeat the script over and over again.
After I purchased her new phone, I wanted to transfer the over 200 minutes she still had on her lost phone. Once I activated the phone, they only gave us 70 minutes back. The test call worked but later that day and for the next 3 days (they say the transfer can take up to 72 hours to take effect) she could not use her phone. It kept saying Unregistered SIM. So I called back on the 5th day (because the online re-register did not work) and was placed on/off hold for over 45 minutes while their "special" department was working on building documentation for my case (whatever that meant).
Finally, after several minutes of turning the phone off and waiting for them to run test calls, we could make a receive calls. I asked them about the 200 minutes that she had and was repeatedly told that I must have the "lost" phone in order to verify minutes and that I must deactivate the phone. I told them I deactivated her phone right away. I know they must have a server or database out there that records each phone's minutes but at any rate, the woman on the other end would not answer direct questions.
I asked to speak to their manager which took another 20 minutes of being placed on hold. I guess they do not consider how much time and money they are wasting on 1-800 customer service calls. Once I got the supervisor on the phone, she went through the exact same script. I let her know that it took 5 days to get my daughter's new phone working and that only a portion of her minutes were transferred and asked what they could do for us in regards to credit. Again, she just repeated her broken record. What a waste of time.
Needless to say, I will never buy a TracFone or their services again. It's so disappointing that these companies are so narrowly focused on profit that they send their customer service overseas and they do not care whether or not they have satisfied customers. Well, they just lost another one.
FLORIDA -- This all started when I let my minutes run out on my Nokia phone. So I bought a new 60 min card for 20.00. When trying to redeem these minutes, my phone would not take it, so my wife called Tracfone and explained the situation to them. She was told that this Nokia phone which I have been using for the past couple years without any problems, suddenly was not compatible to our area code. So this person said that they would send a new free phone, so we agreed to this and she also told my wife that we would not lose the minutes already on the phone.
So, a few days go by and I receive the Motorola phone in a box that stated "Reconditioned, guaranteed for one year". So, try to activate the phone and install the minutes, no luck. Call Tracfone again. My wife spoke to someone called Napoleon, and he tried to have us install several codes without any luck. The phone would not take the codes. It just said denied. So after an hour on the phone with someone who could hardly understand you or you him, he finally said that the phone was defective, but they would send out another phone in 5 to 10 days.
Well, we are past the 10 days, so my wife calls again, and no one seems to know what she is talking about when all she wanted to know was when our new phone would come. There did not seem to be any record of any conversation that she had with Napoleon. They wanted her to go through all of this again, and she did get upset with this lady and said that she had just done this and was not going to do it again. During this conversation, this woman was impossible to understand, and my wife would hear herself echoing every time she would say something. It was very strange.
The next step was emailing, which I did, customer service. Three times, and each time I was told to call and speak to one of the customer representatives, and of course, I said, why? You don't get anywhere with anyone that you cannot understand. All they wanted to do was have me call again and I just wanted to know where the phone was that was supposed to be sent to me. Anyhow, after a couple of e-mails, they must have blocked me because, the mail came back, undeliverable. These people are an injustice. I do not even have a phone now, and my phone was working perfectly well before all this mess.
This company is a joke, and they are getting away with this and it is so wrong. Something does need to be done and I have contacted the BBB. No phone, lost minutes, and they will not reactivate my old phone either, can you believe this? Anyhow this is my story, and I am mad.
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 ** 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.