They barely speak English. Try a supervisor or manager, since, while they still barely speak English, you might eventually be able to communicate with them. Even better is online chat, where you don't have to deal with their accents. The phrasing they use will still be foreign, though, like "Phone number is what that you are calling about?", but at least you can understand it most of the time.
They don't seem to apply any intelligence, they just read from a script. I called to check the status of a new phone they were mailing me, and they asked what the phone number was on the phone! Well, duh, it doesn't have a phone number yet, as it hasn't been activated. Then they asked for its serial number. Again, how would I know the serial number of a phone they haven't sent me yet?
They transfer you to nowhere and/or tell you to call a number that is useless. You often must start all over again after the transfer, as nobody answers and it just throws you right back to the beginning of the phone tree. Don't let them transfer you without them first calling the department they are transferring you to, to make sure somebody will actually answer. If they won't/can't do that, ask for a supervisor.
A flash message on the TracFone website said to call a number which was apparently for StraightTalk, not TracFone, although it failed to say that and I only found out later in the process. The automated system there also required that I enter the phone number for the phone I am calling about, despite it not having a phone number yet.
They also didn't seem able to understand English, as when I called to get the FedEx tracking number they gave me the TracFone problem number, then, when I said that wasn't it, they gave me my own street address! So, be prepared to spend hours on the phone or in chat with them, even to get the most basic things done.
I have been a TracFone customer for more than 5 years. While I am happy with the phone service, I am not happy with customer service. I have dealt with them multiple times over the past years and have received poor service every time. Most recently, I qualified to receive a $25 gift certificate if I activated my phone by a certain date. I did so, but when I came to the end of the activation process I was not offered a gift card.
When I called the company to try to get the gift card, I was offered 10 days additional service as compensation. I pointed out that the $25 plan on the TracFone website includes 60 service days, 500 minutes of talk, 1000 texts, and 500MB data. Hence, 10 days service was hardly adequate compensation. The maximum offer I was able to elicit was 25 days service and 100 minutes of compensation. The agent "explained" to me why she could not offer more compensation, but the explanation made no sense.
Moreover, she told me that "they" have to check if I was entitled to the offer but could not tell me who “they” were. I told her that I have waited 18 days and asked if I should wait longer. She could not answer the question. I was also told that she had no way to determine if I had actually received the offer or gift card. Why not? Either TracFone should have that information or they should be able to get it from their partner. After spending more than 30 minutes on the phone (using up my airtime) more than 10 minutes of which was waiting to speak with a supervisor, I gave up. I will now write a letter to customer service. I welcome a response and explanation from TracFone.
AVA, MISSOURI -- Have 2 Tracfones with a total of 7500 minutes. I buy the yearly card. All of sudden wife's phone starts showing no connection available. It happened just after she was asking Tracfone about something. Now it still has minutes but no connection. We are fortunate to live on top of a hill and can get signals from all carriers. We call Tracfone and they tell us in our zip code only T-Mobile is here. That's bull crap. Look at Tracfone ads and they say they connect all major networks. My home phone is AT&T wireless and internet for years. All cell phones ROAM so zip means nothing. That was August 2019.
Now it's 2020 and my other phone is just fine, but I leave it in my tractor box while I am clearing storm damage trees and someone steals it. I remember 2 guys yelling at me up next to tractor that I was telling them how far to town and that was only car all day. I call sheriff and in the conversation they suggest calling Tracfone to deactivate phone in case bad guys use. We do.
Week later phone is left in our mailbox. I call Tracfone to activate it and they start telling me phone will not work where we are!!!! What-- so I call and also go on chat which I printed out. Same crap. So we are 81 and our emergency phone is gone... Walmart should have never sold me cards for phones that will not work. No your phone will not work. Get a new one...
OAKFIELD, NEW YORK -- I went online to check my account balance and Tracfone tried to tell that I do not have any "devices" associated with my account. I opened an account in July 2010 and have had the same home phone number, cell phone number, e-mail address, and mailing address but Tracfone went in and changed my account without telling me.
I tried speaking to several Reps over the last few days and their accents are very difficult to understand. I must have spelled my name for them at least 20 times and they still screwed it up! I asked to speak to a Supervisor and started the whole "dog and pony" all over by repeating my phone number and e-mail address several times. They either do not listen or do not understand spoken American English so I have to spell everything very s-l-o-w-l-y for them and just hope that they get it right. This is not the way to run a company but obviously Tracfone does not give a **!
INDIANA -- All I wanted was to buy my mother a cheap phone. Well it started out that way. I got her the phone and put it on the "free" (actually $5.99 plus tax) plan on Tracfone. Until I knew it worked in our area. I decided to change the plan. The website would not let me change the plan until the free plan was canceled. So I canceled it. Then it stated I could not enroll the phone until the service date was up, which was yesterday.
So I got on the website to change the plan and lo and behold the phone was inactive. I was informed it needed to be reactivated with a airtime card. I didn't have a card, so I bought one through their chat support and was told I could then change the phone to the family plan to avoid this again. Ok. I get on the website, no dice. Still cannot change the plan on either phone. I get on chat support (mostly cause they cannot speak English on the phone) for the 4th time and get a representative that says she can do it all for me.
Great! I asked to change both phones to the Family plan. "That's a charge for 11.36$. Do you want to proceed?" I said "Wait, is that now?" "I did not say you would be charged now, it would be on the next service date." My next service date was 3/26/15 so I agreed. Guess what? I was charged twice in one night! 4 times in a month! Once for my monthly plan last week, once for the airtime card, once for the enrollment in a different plan, and so on. Even when they say they won't charge you they do.
I explained this to the next representative who got on, since the previous representative didn't answer my questions and switched me to someone else in the middle of the chat. This was 4 hrs and 5 reps later I might add. I was not very nice at this point. I asked this other representative since I was flat out lied to, could I get a discount or some sort of credit. An emphatic "No" was my answer. So I get charged 3 times in one night just to switch a plan to SAVE money, who's the sap? Don't be like me. Just say no to their deals, or never change your plan. You'll pay for it.
All and all, this cheap phone for my Mom and myself ended up costing me 50 dollars in other fees in the span of one night. So if you think you are saving money with them, don't. They are just as bad if not worse than their parent company, Verizon. Double talk, lies, and denial is their middle name.
I purchased what I thought were minutes from our local convenience store as I usually do. Not until after I authorized the purchase with my debit card did I realize the clerk rang up the wrong item. Instead of purchasing 200 minutes, I paid for a double minute card, costing $49.99. However, still believing I had purchased minutes, I made several attempts to plug in the pin # to add airtime, but was told the # was invalid.
Since my phone is already triple minutes, I neither need a double minute card, nor can it be installed on my phone. I checked the receipt (the transaction does not come on a card, but is printed on a register receipt). The receipt says "Double Min 49.99". I went back to the store and was told that once a Tracfone purchase is made, no changes, exchanges or refunds can be made. All must go through Tracfone.
I called Tracfone and 1st spoke with a girl in Belize. I gave her and 3 successive supervisors the pin # for the purchase (the 2nd one, Tyrell in Belize told me there was no supervisor in Tracfone that could assist me). I offered to scan and email my receipt, and requested that Tracfone convert my $49.99 payment into the corresponding value of minutes. I even went back to the store after being shut down by Tyrell, and there were no buttons the clerk could push to make any refund or exchange for me.
When I went back to the store and was unable to get compensation, I actually had to PURCHASE more minutes-60 @$19.99- just to retrieve messages and be able to use my Tracfone! Any reasonable person and/or company would consider this a considerable smack in the face. So at this point, I'm $70.00 (49.99 + 19.99) down, with only 60 minutes to show for it. In my 3rd and 4th attempts with customer service representatives to get my purchase exchanged for minutes of the same value, I was given the same response: "As a one time courtesy (yet another smack)", I would be given $19.99 worth-60 minutes.
My 4th customer service representative verified that 200 minutes cost $39.99, but for my $49.99, she could only give me 60 minutes, along with a certain number of extra service days. All reps acted as if offering to triple those 60 minutes to equal 180 was a gift, HOWEVER, I already have an automatic triple minute for life phone-I should be getting 200 x 3=600 min. for 39.99 with refund of the extra $10 I paid!
Given that I have 6.2 years' worth of service left, extra service days is meaningless to me. The reason I have so many service days left is because I have used Tracfone for years and am a very loyal customer. I am the type of customer who is easy to keep - to insult me and take my money with no service provided is a seriously foolish business move - I am a regular, dependable source of income. I was even told to go back to the convenience store a 3rd time - to run a fool's errand for Tracfone reps to keep me from bothering them (smack #3).
After 1 hour and 18 minutes of this (on my second day of trying), I had to take my daughter to the doctor. I had been on hold approximately the last 30 minutes of the call waiting for my 5th supervisor (smack #4). I left the house with the phone on hold.
Tracfone representatives: rejected my offer to send my receipt, saying that what I was telling them about the amount I paid (on receipt and which included the pin #) was untrue; repeatedly rejected my request to exchange the useless double minute card for corresponding amount of minutes; verified that 200 minutes cost 39.99, but only offered me 60 minutes for my 49.99.
Ignored that I have been a loyal customer for as many years as it takes to accumulate over 6 years of service days (I would guess it has been approx. 7 years); would rather I dispute the $50 payment, risking the loss of that revenue, even though adding minutes to my phone would cost Tracfone nothing, even if I had NOT paid for them; would rather lose me as a customer, and all the revenues from my future purchases, which would be in the hundreds and more $s; and would rather I tell people of my experience (giving a business $50 with the only service provided was to relieve me of my money and call me a liar).
The sole reason I have pursued the issue through 4 representatives before being shot out into eternal hold is that I dread going out to find another phone service. None of the representatives were native English speakers, and I couldn't help but think they had no idea what I was talking about. I had to frequently ask them to repeat themselves because I couldn't decipher what they were saying.
Additionally, my own words were being echoed back to me on top of what the reps were saying, and the background noise was nearly as loud as their voices. I could not at times tell whether they were talking to me or someone next to them. One told me that my log said a previous representative had offered to compensate, but I rejected the offer.
Now, I must call the debit card company to start my dispute. I will recommend only using credit cards when dealing with Tracfone, because if one has a problem, resolution is not an assumption that can be made. I recommend one behave as if doing business in a 3rd world country, because that is the type of iffy, risky transactions you will be making. It is a gamble. It is unwise to use cash or debit with Tracfone.
To behave in an ethical manner as would be expected in the United States, Tracfone would offer me 200 minutes, plus a refund of the $10 extra dollars I invested in the company, for which I have received nothing but stolen time and a hole in my wallet. I am a seriously unvalued customer who 5 representatives considered completely unworthy to assist or maintain as a client. I trusted this company to deliver service after I gave it my money, and it honored that trust by keeping the money and slamming the door in my face. Its representatives behaved as if they have nothing left to lose by disposing of me and my business.
I have been a TracFone customer from October 2002 through June of 2013. Sometimes my wife and I had two phones and sometimes one. Over the years I have recommended TracFone to friends and relatives, several of which have taken my advice. Once my minutes run out, we are done forever. Apparently the management of TracFone feels that screwing a loyal customer out of 112 minutes is worth the loss of revenue and the bad publicity.
Over the years customer service has not been great. When I called, I expected to wait on hold for about 20 minutes and then talk to someone in India where you (or they) had to repeat things several times to be understood. This is what I expected and this is what I got until now. I accepted this level of service because of the low prices and the fact that I could do a lot of things on-line. I only had to call on the phone once every year or two.
Recently a relative died and we were left with a phone with 112 minutes on it. TracFone has a policy that lets you move minutes from a phone you are taking out of service to one that has service. There appeared to be no way to do this online, so I waited until I had an hour of free time and called. At the end of one hour on hold, I had to leave for a doctor's appointment, so I was forced to hang up and lose my place in line.
It took me four days until I had enough time to try again. This time my call was taken after “ONLY” 40 minutes on hold. I was told that normally I could transfer the 112 minutes, but that my airtime had expired 10 hours before my second call and I would have to pay for another month of air time for the 10 minutes needed to transfer the minutes over to our other phone. When I told them that the time was expired because they made me wait on hold for an hour, they would not listen. They kept claiming they were not at fault and I would have to pay. I then asked to talk to a supervisor. I was given excuse after excuse as to why I could not talk to a supervisor.
Finally after asking six times, she said she would put me on hold and try to get a supervisor. After a few minutes, she came back and told me that no supervisors were available and one would have to call me back. I gave her my name and phone number and she promised a supervisor would call me back. It has been six days and there have been no calls. I even checked my caller ID log to make sure I didn't miss a call (I do have voicemail). So feel free to become a TracFone customer if you like dealing with a company that will keep you on hold for hours, cheat you out of money you paid, treat you like **, and lie to you about calling back.
INDIANA -- There are many issues within your company I feel should be brought to your attention. You have lost a at least 6 TracFone users and letter has been written to BBB and Washington State Attorney Generals office for further investigation of your company. We ordered this cell phone for an 85 year old family member to be able to contact and communicate with family and friends. It arrived very promptly and online order was very easy.
Upon, trying to activate it all else within TracFone FAILED. After sometime of trying to activate the cell phone on line I was directed to call customer service. At which time I waited 14 minutes to speak to a customer service representative. I spoke to a gentleman named ** who seemed to not be very knowledgeable and was unable to get the phone to activate. Code after code it still would not allow for calls in or out.
All he kept saying was "it is activated, so let me try this." This went on for AN HOUR AND TWENTY MINUTES before I asked to finally asked if this was something he thought could be solved if not I would like to be transferred to get an exchange or refund. Nothing else was said to me the line on the other end went dead and I was on hold for another eight minutes.
Where I got your #1 worst employee. She refused to say her name, the tone in her voice was unpleasant, she appeared to be eating in my ear the entire time we were on the phone. I explained the situation to her that I we had just spent an hour and twenty minutes on the phone trying to get this phone to be functioning and she replied "ma'am I don't think it is us I think it maybe you." Let me tell you I work a hospital HR department with many cell phones and computers everyday where we depend on them. (and not just TracFones) I know cell phones and technology and have used cell phones everyday for the past 15+years.
HOW RUDE of one to challenge ones intelligence especially the paying customer. After this I admit I was not happy. I asked about returning the phone because I was done with her and the lack of customer service. She told me I would have to PAY to send it back and then I could get some kind of a refund. I said "Why should I have to pay to send it back when you sent me a faulty phone."
She replied "you are the one who wants the refund!" If we can't figure it out an 85 year old sure would not be able to. I did ask for her to explain to me what I could do different for it to work and finally after I saw her tone getting worse I asked to speak to a supervisor in which I was told "there is not a supervisor on at the time" and was put on hold.
She came back and said "I SPOKE TO MY SUPERVISOR and you will just need to mail it back using USPS, FedEx, or another carrier where the package can be tracked."Funny how she can talk to her supervisor but when I ask there is not one working! I said again I will need to pay for it? In which she replied "Yes, ma'am you will need to pay for it and after we receive the phone we maybe able to reimburse you something!" Something is not good enough.
AMERICAN CANYON, CALIFORNIA -- My phone works great, the internet is the only thing I had a problem with but I called customer service and I remained patient with them, a lot of people are not so patient so it is their fault. Most of the time their phone doesn't work, they guided me through everything and now everything works extremely well on my phone, if you are not patient you probably shouldn't be using TracFone, I would recommend it to most people.
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.