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My TracFone Experience
Posted by Eeyore105 on 02/24/2006
2/22/06

I have used Tracfone for 3 years, because it seemed the most economical option. I have put up with their inconvenient methods before (such as streams of codes to fill in, bad customer service), but this time I have had it.

My Tracfone died, so I ordered a new one. I was told I would have to wait for the new one before I could have the number from the old phone "ported" into the new one, and I would have to call back to have that done.

So I called back when I received the new phone, and was told the number transfer process should take 3 to 5 days.

I phoned back at that time and was told I need to give it 5 to 7 days.

I phoned back and was told I should give it 10 days.

It has been 12 days, and still no resolution. This is unacceptable.

I just emailed about my situation through their website and received an automated reply that said to give my situation 7 to 10 more days. You've got to be kidding me.

To further frustrate things, no one I have spoken to speaks English well (Tracfone has clearly outsourced their customer service to foreigners), they are hard to understand, they are not friendly, they are not helpful, and they don't even attempt to not sound like they are reading from a script.

When I spoke to a supervisor, same thing--it was only after about 7 minutes that she finally began having a real conversation with me instead of just mindlessly reciting lines. Of course, this still didn't do me any good.

Furthermore, when I initially called about my dead phone, I said there were minutes on it that I'd need to transfer to the new phone. The rep said fine, I could do that after the number ported, and after it was activated, etc.

However, when I brought this up to the second representative, she told me that I wouldn't be able to recover those minutes since I can't turn my old phone on (because, er, it's BROKEN!, that's why I was calling!). I challenged her on this based on what the previous rep had said (and based on the fact I already paid for those other minutes). She told me "what you SHOULD have done is . . ."

And I must say I lost my cool then. I've followed their instructions just as they've given them. I will avoid them and counsel others to do the same.


I propose a new motto for Tracfone:

"AVOID THE HASSLE. AVOID TRACFONE."


2/24/06 update

Yesterday, 2/23, called TracFone customer service line and immediately asked for a supervisor. Was transferred to "Emma" who identified herself as an assistant supervisor. (I've worked in a call center before and more likely than not, Emma, and any other "supervisors" are merely regular reps with good stats). End result of that conversation: "Sorry for the inconvenience. We will give you 20 free minutes, here's the Interaction number for that. The problem will be resolved tomorrow."

Let's see, first it's 5 to 7 days, then 7 to 10, then a couple more days, then "tomorrow." Wouldn't you know, it is "tomorrow," and it's still not ready.

My first call today, I spoke with "Supervisor Onicka." After about 10 minutes the line was disconnected. Perhaps that was an accident?

My second call, I asked for Onicka, gave her ID number, and the rep put me on hold. He came back and said she was off the floor. Hmmm . . . Maybe she was, it's possible.

She transferred me to another supervisor, and this time I spoke to "Supervisor Alex" who said he was in charge of the floor. I confess that although I was fairly calm, I did use a few expletives, such as "This is going to be fixed today, because I am tired of this BS." (I did no name-calling, though, but I want to accurately portray everything here.)

"Alex" put me on hold and talked to other mysterious departments (who I was not allowed to speak with directly) and after 10 or 15 minutes, he said it would be done on Thursday, which just shy of a week from now (today is Friday), which would be 3 weeks total (minus 1 day) from when I first called.

I explained that this was unacceptable and told him to transfer me to his supervisor. He seemed reluctant to do this at first, but he did transfer me, to an "Oliver." I briefly explained the situation to Oliver (no expletives), made it clear that this needed to be resolved today, and he hung up on me.

Yesterday I mailed a certified letter to TracFone's EVP of Operations, and a copy to their CEO and the person in charge of Executive Resolutions, explaining the situation to date and listing my expectations.

I may go ahead and file a complaint with the BBB as well.

I really don't understand why, in 2006, it would take more than 1 hour to "port" a number internally anyway. But 3 weeks? I just don't get it.

     
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Posted by WMUstudent on 2006-02-24:
Call Tracfone's executive resolutions representative at 305-715-6583. I hope that helps.
Posted by versippi on 2006-08-28:
I have been out of service for 69 days. TracFone excuse: "They can't seem to port my tracfone number to the right tower. Until the end of June my tracfone worked just fine. Why change towers??
Posted by ettapet on 2006-10-07:
I dont feel alone anymore. Can you pass on any perinent addresses, please
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The best deal yet for seniors
Posted by Jj18 on 09/14/2010
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.
     
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Posted by Buddy01 on 2010-09-14:
Thanks for sharing this. It will be helpful to a lot of people.
Posted by Starlord on 2010-09-14:
Thank you for sharing this info. I have not seen or heard of this program, but totally agree on the Tracfone being the best bet. My wife and I have been with Tracfone for over nine years now, and are tickled to death. We now both get double minutes for the life of our phones, and we love that the Tracfones work when the big name cell phones don't. I don't really need a camera on my phone, and I hate that the web browser keeps coming up. I hate that. But I have learned to minimze that happening, and am very happy. Thanks for the good review.
Posted by Rosy Posy on 2010-09-27:
I didn't know about this plan...thanks for bringing it to my attention. We've used Tracfone for our kids for a while now and are very happy with the experience. I have been considering it for my parents, just for my peace of mind, but haven't been sure how they would take to the whole "technology" idea. Nice to hear about somebody in their situation's experience. Have already looked it up and seems like a great option. Great that Tracfone provides the same good coverage and service, at affordable rates, to people from different walks of life.
Posted by RichardWay on 2010-11-29:
Hey jj18, thanks for the 3cents man. Tracfone was definitely my choice of company getting my folks some phones. I saw this special plan they have for seniors, and found on their website that they only offered one phone, the samsung t155. Which is a GSM phone. This didn't really matter to me as I reason my folks will use more than $7 of minutes a month. So I just got them good basic CDMA phones - everybody's happy.
I don't understand why tracfone would only put one phone up as an option, unless they have to buy loads of space from AT&T, and need to re-sell it.
Posted by Alain on 2010-11-29:
I wasn't aware of this plan, but I've used Tracfone for over 5 years now and am thus far pleased. I'm relaying this information to my Dad who, at 87, is not interested in using a cell phone for anything other than occasional phone calls and emergencies.
Posted by CassidyNM on 2010-12-13:
TracFone SVC is the perfect fit for senior citizens....basic with large keys at a price that is extremely affordable. Why not spend $7 a month for an extremely reliable phone!
Posted by TommyTaurus on 2010-12-16:
My grandparents love these phones because they have hearing aids and SVC phones are hearing-aid compatible so it truly lets them use their cellphones to their true potential without any hassles.
Posted by Mickey Bitsko on 2011-02-06:
Very good deal! I was dubious but when I saw i's from Trackfone I said WOW. The price is right and the coverage is killer. Recommended highest!
Posted by PepperElf on 2011-02-06:
what's the 911 emergency assist suppose to be about?

i mean i like my tracphone and my parents (70 & 83) use them too but... um, all cell phones have the ability to call 911...
Posted by Duncandoit on 2011-02-12:
This dratted SVC plan is driving me up the darn wall. Yes it looks great. Yes the price is more than attractive. Even the phone involved seems pretty nice...if you want a GSM phone. Nobody can tell me whether or not I can get a CDMA version phone to compliment this plan. And nobody can tell me where to get this &7 plan that everybody talks about?!
I cannot for the sake of me imagine that tracfone wouldn't sell a cdma phone to go with the SVC plan, and neither can I comprehend whats wrong with me for being the only person in the US that can't see any damn &7 plan.
Posted by Mickey Bitsko on 2011-02-12:
@Duncandoit you can buy it at http://seniorvaluecellphone.com/or at Kmart,. How do I know? I used the google.
Posted by Depson on 2011-02-17:
@ Mickey, the site doesn't sell airtime, it just redirects you to tracfone's sight, which has no $7 plan...cause there is no $7 plan. There's the $20 plan that tracfone then devide by 3 months, and that's how they derive the cost of $7 per month. It's a bit of a dud, as there's nothing "special" about the SVC plan. If you need a CDMA phone, then buy a CDMA phone, and make sure it comes with DMFL included - that's special. And I can totally understand the confusion.
Posted by Gina on 2011-05-24:
I bought this phone for my inlaws and was expecting it to be easier for them to use - it is NOT- it is way to complicated for them to figure out. I would not recommend this AT ALL for seniors who are looking for a simple to operate phone. It took several calls and long digital codes typed in to initialize the service. The menu is unecessarily complex- its a shame that they are marketing this to seniors without addressing these issues.
Posted by Merril Rawder on 2011-07-23:
I read somewhere that around 20 million senior citizens do not have cell phones. Though that number seems high even if even half of that, it's too many!

Since the govt is not the answer and corporations are all about the money, I think it's up to us to take care of each other.

If you have a relative or parent who does not have a cell phone, this is well worth considering. The price is affordable for most every budget and it appears simple enough for everyone.
Posted by Dick1935 on 2011-12-08:
I have tried to buy a SVC Tracfone Model SVC T155G as advertised for Seniors at http://seniorvaluecellphone.com
When I click on the Buy button I am redirected to a site that only offers a standard Model T155G that has none of the features in the SVC Senior model. I get the same result at the KMART Website. I spent most of today 12/08/2011 trying to find an SVC Tracfone. I get plenty of reviews and offers but no phones. Remember, I want the Samsung T155G that is modified especially for Seniors and hearing impaired. Not the standard T155G. Have they discontinued it ? Anybody have an answer?
Posted by Janby on 2012-10-25:
Tracfone may have usable phones but the company is unreachable!!! Before purchasing all I wanted to know was does it have voice commands for dialing. Since I can't get an answer I won't buy.
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Bad, Bad Service
Posted by CAESAR on 11/03/2007
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.
     
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Posted by steve101 on 2007-11-04:
When you let your Tracfone minutes expire, you lose whatever minutes you still have and you lose the phone number. Unfortunately it is easier to get a new phone for 20 bucks or less and start fresh than try to reset your phone with new minutes and a new number. A 60 minute card lasts for three months and you always see the expiration date on the screen. I have had a tracfone for 5 years without any problems.
Posted by CrystalSword on 2007-11-04:
Steve, we've also used TracFone with great success, I have never lost my minutes because I went past the date on my phone to get another card, its usually only by a couple days when its happened but I never lost my minutes, and only once did they change the phone number on me. A couple of times we have had to buy a new phone because the one we had was out-dated, wouldn't accept a charge, etc. and when we called TracFone, they helped us transfer the minutes from the old phone to the new phone. They've been great people to work with! And, our TracPhone worked when phones from Sprint, Alltell, Cingular and other's wouldn't, so we'll stay with it.
Posted by CAESAR on 2007-11-04:
My point is, I was told that Tracfone would send me a new free phone because mine was not any good any more for the area that I lived in. Tracfone has not held up their end of this and they have tried to do an injustice here by saying they will send you a free phone, and the first one does not work, and then they say they will send another one and they don't. All I wanted was a phone that worked
Posted by Starlord on 2007-11-04:
Read steve101's post again. You are gonna feel like a nimnull if you go to your mailbox tomorrow and find another phone from them. Chill, man.
Posted by phephe on 2008-09-18:
I have horror stories when it comes to customer service for tracfone! I also spent hours on the phone trying to get a new phone under warranty when my initial phone had problems. Then, recently, they have now decided that my double minute for life of the phone card is no longer valid on either of my 2 phones.. FRAUD!! They just decided that 2 years was long enough and they were no longer good. But that took 2 hours to find out after they first said there was no record of them (after I have successfully used them for 2 years) Do you realize how many countries you call at customer service? Ask them some time. I talked to people in Belize and the Phillipiens last night and India another time.I can't understand them either!! No more tracfone for me. I'm calling BBB too!!
Posted by Daniel on 2013-05-22:
If you have a legitimate complaint
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How do you get to speak to a real person??
Posted by Fed up with corporate world on 12/30/2005
My daughter got a tracfone for Christmas last week. We went online and followed all of the instructions for activating the phone. The website assigned her a phone number and said it should be working in 5 minutes, but give it up to 24 hours. I gave it 24 hours and it still didn't work, so I started calling the 1-800 number. Each time calling, I went through the whole "dial 1 for this, 2 for that, ..." and at the end was told they were too busy and to call back later, then disconnected. This went on for three days (and at least 25 calls). I even tried e-mailing the company, and was told they were too busy and wouldn't even accept my e-mail! I finally got a person on the phone on the fourth day, who after 47 minutes of putting me on hold, told me I had to go online and reactivate it again. He also gave me a case # and said to call back once I got the phone to work. I was able to get it working (16 hours later), but have been again trying to verify with the company that it's working. It's now 6 days later and haven't been able to speak to a person again. I also have been trying to set up the voice mail, but all the phone does is deduct units and disconnect me. All I'm asking for is to be able to speak to a real person on the phone (and I agree with the other person that it is virtually impossible to understand what the rep was saying, the accent was so heavy!)

     
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SafeLinc Phone Programs are run by morons.
Posted by Ajsdad on 08/30/2009
In May of 2009, I started to receive notices stating that I must verify eligibility to continue service. Everytime 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 statments 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 was 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 verifed 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 was 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 verifed 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 anyother 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 custumer 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 custumer service knowing my service is disconnected. Thank you for your time. ajsdad.
     
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Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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.
Posted by 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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Customer "Care Center" is CRAP!
Posted by Tgtman on 10/20/2005
NEBRASKA -- I bought a Reconditioned Tracfone from the website because it said just pay for a 40-minute phone card and get this reconditioned phone for free. Well, what could it hurt? I already had an older Tracfone, so I decided to basically get the free newer phone. When it arrived, I immediately activated it on-line. After 20 minutes of activating it, it finally gave me my cell phone number and said wait 5 minutes, and try dialing that cell phone number to see if your cell phone rings. If it doesn't ring, it could take up to 24 hours to activate. Well, guess what. It didn't ring. Not even after 72 HOURS!!!!! So, I called the customer care center. I first spoke with some foreigner who had a STRONG Asian accent. I could barely understand the guy, plus he was extremely rude. I spent 30 minutes with him just reading "settings" and other stuff. Finally, he re-set the phone, and said it could take up to 24 hours to activate. IT NEVER DID (Keep reading, it gets better!)

So, I called again. This time it was a woman, who also had a strong Asian accent. Basically, the same thing. We re-activated the phone, and got a new phone number. I tried to call my cell now with this phone number over and over again, but it led to somebody's voice mail. The next day, I kept trying that number to see if my cell would finally ring. Nope. In fact, somebody else answered!!!! I even double checked my number through "settings" and I was dialing the right number.

So, I called back a third time. Finally, this guy was able to resolve it. If I had known this process would have been so inconvenient, I would have never bought from this company. I AM WARNING YOU: DO NOT BUY A CELL PHONE FROM TRACFONE. Besides their lousy service, you cannot understand the reps!
     
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Posted by KateM on 2005-10-20:
Get a real phone company
Posted by CrazyRedHead on 2005-10-20:
It sounded like the phone needed to be reprogramed first them activated. This is a common problem with reconditioned phone. Since someone had the phone before you, there info is in the phone and the reprogram puts you number in and erases all of theres. I have heard alot of good things about Trac phone, so don't let this sour you opinion of them. BTW, I do not work for them.
Posted by crewboy on 2005-12-16:
I've used Tracfone for years and have had very few problems. It's very economical for me since I don't use my phone more than a few minutes each month. I've also used the customer service reps to transfer my settings to a newer phone twice and never had a problem. And my new phone has always been active within a few minutes.
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Broken Record
Posted by K8W on 04/13/2009
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 inline 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.
     
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Posted by Anonymous on 2009-04-13:
My wife has a TracFone and likes it. The OP is 100% correct about TracFone's customer service. It is the pits. The CSRs are dumber than a bag of hammers. TracFones are cheap, but the airtime is a pricey. OTOH, they are 100% disposable. If you lose one: just write off the lost minutes as a stupid tax, buy a new phone, get a new number, tell your friends the new number. NEVER buy huge packets of minutes. If you lose the phone, you've lost more money in prepaid minutes than you did in losing the 100% functional, but obsolete phone.
Posted by K8W on 2009-04-13:
I agree, the TracFone itself is fine. Good points.
Posted by Disgusted on 2011-12-08:
I too lost a cell phone - new, with 1200 minutes left. I had originally transferred my number from an ATT phone (ATT "owns" number)and that took only about 1/2 hr to get number transferred to new phone. I lost that phone and tried to put hold on use until I could get a new phone (from HSN - sched for 7-14 days mail deliv. They said that if I did that that my number would revert to ATT and I would have to get new number. I have had that number for probably 15 years and I have been looking for a job for over a year and that is the number on my resume and all agencies haver to contact me. Not acceptable. Then I ordered a brand new really nice phone from HSN - it was supposed to take 7-14 days so tried to put number an a tracfone that I had for a while but never activated. Then it was going to take up to 24-72 hrs. to activate. Never happened. Got new phone in 3 days so tried to get that activated. I have had to use another tracfone I have to call Tracfone and used over 6 hrs of minutes (on phone I was on)over several days, and we thought that t the new phone was activated and phone number and minutes showed up on new phone. I requested the minutes back on the phone I was using and after 3 "supervisors" I got most of them credited back. Next day, I looked at phone and it said "Unregistered SIM"!!!!!!!!! After calming down for 2 days I called again, took about 3 calls (would get disconnected) and 3 "supervisors". The first agent I got said that I had the "wrong" SIM card and would have to replace it and would take 5-7 days (again unacceptable). Next person I talked to I got hung up on, the last "supervisor" also said that I needed a new SIM card but that she would expedite it (right). They refused to credit me the more than 40 mins I used because of their ineptitude because it was against policy - she said that it could only be done once (already used it because of last several days) as a courtesy. I have to wonder why nobody in the last 7 days told me I had the wrong SIM???? Because I like the phone I will wait to see what happens - otherwise the phone goes back and Complaint letters go to everyone in Tracfone! PS I used to work for ATT and even the agents in the US are limited to what they can do because of the lousy training and things that agents are required to do and say (causes longer calls that necessary and aggravated customers). The companies are all the same - they are out for the buck and who cares about the customer!
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Excellent Phone and Service
Posted by Starlord on 12/23/2011
I just purchased the LG 800G cell phone from the Tracfone store, and I can tell you when FedEx says overnight delivery, they mean it. When the phone arrived, I plugged it in to finish recharging the battery, and it took a lot less than the stated five hours to reach full charge. I went to the Tracfone site and activated the phone and hade my number and minutes transferred from the old phone to the new one. I intend to give the old phone to a friend who recently gave us a scare, and doesn't have a cell phone. The time on the computer to change the information on the account was very simple and straight forward, and the process was accomplished in about 15 minutes. My only problem is not the fault of Tracfone or LG, I accidentally brought up some apps onscreen and don't know yet how to get them off the screen. All in all, I am very pleased with Tracfone, as I have been for over nine years now. My Tracfone has never failed me, unless I forgot to charge it.

     
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Posted by MRM on 2011-12-23:
Kudos to Tracfone customer service for great service and congratulations on your new phone!
Posted by MRM on 2011-12-23:
I have a Motorola Triumph from Virgin Mobile and its a great phone! It just boggles my mind on why I didnt do a review on the phone. I could have gotten my 6th star by now!
Posted by Skye on 2011-12-23:
Nice review!

Finally, a phone you can depend on.
Posted by Starlord on 2011-12-23:
I failed to put it in the original review, but the phone cost $49.99 and the tax on it was four dollars and change, plus I get triple minutes for life, and no contract. If the big oufits were as reliable and affordable, they would have more customers. Tracfone has upgraded the phones they offer, so there are now phones for every taste and pocketbook.
Posted by Alain on 2011-12-26:
We've been using TracFone for about 7-8 years now and have found it suits our needs quite nicely. Good review, Starlord!
Posted by clarksvilletn on 2011-12-26:
I had a good experience with the service,except for not being able to understand what I was being told by someone whose native language was obviously not English. Their phones were not so great. The first one was great. The latter ones I bought I was only able to recharge the batteries a few times before they would no longer take a charge.
Posted by Rose on 2012-10-04:
I put 2 60 min.cards on same phone by mistake and I called Tracfone and had the nicest lady fix everything for me. She fixed the problem in no time and now we have both phones with the new minutes.
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Horrible Customer Service
Posted by SoVeryTired on 08/24/2010
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." AHHHHHHHHHHHH 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.
     
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Posted by SaMoore on 2010-08-24:
Oh boy do I ever understand. I bought a tracfone in June and tried to activate it with the red card you get in the package and unlimited min for a year. Well they had stuffed the package with the wrong red card and it did not match my phone. So my red card activated someone else's phone and provided them free min for a year. Lucky them. Tracfone customer service is a joke-- they never figured out what to do, could barely (not) speak english, I spent 3 hours on the line with them while they off and on consulted the supervisor and I never got a resolution...
Posted by Anonymous on 2010-08-24:
Ugh tracfone is still around? Are their minutes still like 10 cents a minute? rediculous. Get a pre paid AT&T or verizon phone. You get more options.
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Poor service, poor coverage
Posted by Auntiescamster on 05/29/2006
ATLANTA, GEORGIA -- Buyer beware. I read reviews before i purchased 2 tracfone prepaid plans. Since I live in such a large city, I didn't think I would have the coverage problems I saw others had. Other complaints seemed too uniquely specific to a individual's situation. Boy was I wrong. I was surprised to have such poor coverage! We live in the center of a large metro SE city, yet we find we are roaming just 10 miles from our home. Not only are we roaming, but we can't complete the call until we pay Verizon w/ credit card for these calls even when our plan supposedly covers all roaming fees. Additionally, there are broad areas where we get no coverage at all. Our phones' displays do not always indicate "roaming" and "no service" (it can even display 4 bars!), so we don't know when we aren't covered until we attempt to place a call. Okay, so we had some coverage problems--who doesn't? So we contacted CS to sort it out. After a year & a half, it is evident they cannot correct the problems, nor do they care...afterall, we've already bought our minutes. I've spent hours programming strings of numbers into my phone and have never been successful in patching even one of the problem coverage areas. Its ridiclous. The CS have always been courteous, their English is usually pretty good, but their rememdies have been totally inefffective for me. Perhaps if you get good Tracfone coverage in your area (--and you are not relying on the display to indicate that!--), you may never have to learn how fruitless the CS effot is. I have given up on Tracfone, thrown the phone on the ground, and written new check to T Mobile. My advice: if you want to try Tracfone, start as CHEAP as possible --with free phone & minimum minutes --and try using that phone from every location you can think of. If it doesn't work well for you, don't think they can, or will, fix it for you. Just hang up on them and find another servcie.
     
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Posted by rush2112 on 2006-05-29:
I've been a tracfone customer a long time and have had NO PROBLEMS at all.I'm in southern NH and I NEVER had a dropped call, roaming problems or anything like that.I used my phone in Boston,In the White mountains,even on the trip to VEGA$.Did you check the coverage map on their website? Maybe you're in a borderline area between home coverage and roaming.There could not be enough towers in your area,here they piggy back off verizon(tracfone leases their lines by the way.I'm not sure in your area who they piggyback from do other cell users have this same problem say some one who uses T-mobile or cingular??
Posted by Doc J on 2006-05-30:
I had Trac-Fone in Texas. It was horrible...they couldn't assign me a "clean number". I was assigned a number, I'd call it...already belonged to someone else. Tried four times. Moved to share space in Illinois and Iowa. Trac-Fone is flawless there. Go figure. Your advice is very sound! Thanks.
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