Gerald Wfv

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bloomington, Illinois

Reply to Alex comments

Hi Alex, I spoke to you also during one of the several calls I had with the phillipines agents, of which you are one. Since you do not have the authorization to You passed it on to the manager.

So dont just respond with an stick and paste general reply.

Ask someone higher than a transaction manager to repond. Thanks.

View full review
1 comment
AlexTrac

Hi, Gerald Wfv. This is Alex from TracFone Wireless.

We understand where you are coming from. Please be informed that this reply is not an automated message. Feedback from our valued clients is extremely important to us. We understand that your service is being disrupted or that there is a problem with the device itself.

But, as far as we are concerned, this is something we do not want to happen. Unfortunately, some processes take longer than we anticipate. If you have a ticket number or a reference number, we can certainly look at it and see if there is an update. Click here https://***/support/contact-us?showchat=true to chat with an agent.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611 Once again, we value your understanding and support. We appreciate your patience and look forward to the opportunity to make it up to you.

Aleta J Lrm

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Miami, Florida

TracFone refuse to cancel an order that had not yet shipped to the wrong address.

TracFone refuse to cancel an order that had not yet shipped to the wrong address.
TracFone refuse to cancel an order that had not yet shipped to the wrong address. - Image 2
TracFone refuse to cancel an order that had not yet shipped to the wrong address. - Image 3
TracFone refuse to cancel an order that had not yet shipped to the wrong address. - Image 4
Original review Jan 20, 2024

I purchased online a phone and plan for my granddaugter who lives in a different city from me and paid for expedited shipping. However, moments later, I felt that I had the wrong shipping address on that order.

So as not to lose any shipping and delivery time, . I reordered the same phone and plan with the correct address also with expedited shipping and attempted to cancel the first order. Tracfone refuse to cancel the order, telling me that I have to refuse the package and get a refund. But if the package is being delivered to my granddaughter while she is at school; how will anyone refuse the package and if the first order was shipped to the wrong address, who is the party expected to refuse the shippment?

Really there should be some way to cancel an incorrect order before it is shipped! And given the fact that I reordered, the company was not losing any business. So frustrating'; I was on the phone and on chat for hours to no avail.

I think I will cancel with my credit card company and just not do business with TRACFONE! To boot, they did not honor their 15% discount code: WELCOME15 as sent to me in an email offer that same day!

View full review
Loss:
$70
Pros:
  • Reasonable for retired fixed income
Cons:
  • Poor customer service

Preferred solution: Cancel the first order before it ships.

User's recommendation: Proceed with caution

1 comment
AlexTrac

Hi. Aleta J Lrm.

This is Alex from TracFone Wireless. We are very sorry to hear that. As one of our valued customers, we do not mean to make you feel this way. We want to sort this out with you now.

However, in order to do that, we would require to get your personal account information, which we cannot ask here for the security of your account. We are hoping that you will give us another chance to rectify this issue with you. Please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

mary r Kpa

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

The worst customer service in the world

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

On Jan 23 2024 i had a problem with a tracfone. We spent 2 hours on the phone with them trying to fix this .

The phone was locked up & could not be unlocked or even turned off . Finally the tracfone agent said to they would send a shipping label to return it and then they would send a replacement phone. First, they repeatedly sent an emails that did not include the link to print the label, or a QR code. Although there was a ticket number attached, UPS would not take it.

So I myself paid to have the phone shipped back on Jan 23 2024. They received it on Jan 24 2024. It is now Feb 20 2024. I have been calling repeatedly , and every time they say they are waiting for a replacement phone to send me.

I think they are waiting for *** to freeze over. I call every 3-5 business days. I get transferred 2 or 3 times and have to repeat my story each time. Every time they say I am so sorry and I will escalate the ticket.

They are like robots, programmed with the same phrase : call back in 3 to 5 days. We have 3 tracfone accounts including this one which go back more than 10 years. They don't care that we will cancel them all. They've always had customer service problems, but nothing like this.

They may give a good price, but it's not worth this . If they weren't going to replace to the phone, okay, just say so. Don't drag this on for almost a month now.

They refuse to let me talk to a supervisor or to the Warehouse on whom they blame the problem. They say they cannot send back the broken phone I sent to them.

View full review
Pros:
  • Chea prices
Cons:
  • Horrible customer service

Preferred solution: Deliver product or service ordered

User's recommendation: don't do business with tracfone.

3 comments
AlexTrac

Hi, mary r Kpa. This is Alex from TracFone Wireless.

We understand how you feel about this situation. As your service provider, this is is not how we want you to feel and experience. We don’t want to lose a customer as valuable as you. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve.

Focusing on our quality of customer service is our priority. We are hoping that you will give us a chance to redeem ourselves so we can help you out. please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

mary r Kpa
reply icon Replying to comment of AlexTrac

I don't think you do. Who do you think I've been talking to every 3-5 business days for the last month? Tracfone Customer Service, to people who say they are "Managers" and that there is no higher supervisor than they.

AlexTrac
reply icon Replying to comment of mary r Kpa

Hi mary r. This is Alex from TracFone Wireless.

We totally understand how frustrating this might have been on your end. Please accept our most sincere apologies for the trouble you have gone through with this issue. We know you have spoken with our customer service representatives and feel that your issue is not being handled quickly enough. It is not our intention to delay a resolution.

Please chat with us via this link https://***/support/contact-us so we can straighten out the issue with your replacement phone. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

View more comments (2)
Blane Oyz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bedford, New Hampshire

Tracfone deleted my usage, again (Third time)

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Two weeks after Tracfone restored my missing large balances they disappeared again, the third time! When not able to make a call or send a text I checked my balances (usage) - all zeros (Mins:0 SMS: 0 Data: 0.) again!

Nothing changed on my end, they just disappeared. This is the third time in the past three months that my usage was deleted. It may not have been intentional but the fact that Tracfone will not confirm my missing balances or validate my proof and restore ticks me off. I offered several means of proof to no avail.

Multiple attempts to get my large balances (usage) restored through their support were fruitless.

Total waste of time. Finally, someone from Tracfone's ERD Management contacted me, and promised to restore my missing balances but may take upwards of a week. The week came and went, but my balances were never restored. More lies!

I estimated the loss of those balances at around $900.00. Maybe it is time to get the AG involved or just give the finger to Tracfone and move on.

View full review

User's recommendation: Do your research before doing business with Tracfone. Trust the negative reviews like mine. Things may not change now that Tracfone is under Verizon's roof.

1 comment
AlexTrac

Hi, Blane Oyz. This is Alex from TracFone Wireless.

We understand how you feel about this situation. As your service provider, this is is not how we want you to feel and experience. We don’t want to lose a customer as valuable as you. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve.

Focusing on our quality of customer service is our priority. We are hoping that you will give us a chance to redeem ourselves so we can help you out. please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Resolved
Blane Oyz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Bedford, New Hampshire

Resolved: TracFone reset all my Mins Text and Data to zero's

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Jan 28, 2024

Missing 9 year rollover balances have been restored by Tracfone.

Original review Jan 24, 2024
Tracfone support while trying to resolve an MMS problem with my new Samsung Galaxy A14 reset my account wiping clean 8-9 years of accrued rollover (Mins 13K Text 13K Data 12.00GB). My fruitless requests to at least 6-8 managers to replace my large balances have been in vain.

I asked TF to go back and check my balances but they won't. I offered to send them proof (611611 Balances and screen captures of my balances from within my TF account) but not interested. I escalated this to their ERD Management team who were supposed to assist in cases like this and offered to help but didn't. I am not optimistic that I will ever recover those balances.

I estimated my losses at between $800-$900.00. I can now see why Tracfone has a ONE-STAR rating with the BBB.

Future Tracfone users should take notice. Once my plan expires, I will not renew.
View full review

User's recommendation: Not recommended

3 comments
Blane Oyz

My Tracfone mobile app and texting Balance to TF's 611611 showed my missing 9 years of rollover balances have been restored!!! This would not have been possible without the help of 'pissedconsumer'.

I spoke with numerous TF people for weeks only to hear the same fake promises to help. All they had to do was check my balances before they reset my account or accepted the proof that I offered and even emailed them. Protecting customer data is the golden rule in support. Can you imagine if banks didn't protect our funds?

I give TF an 'A' for politeness but an 'F' as a customer service organization. No case#'s are provided, and no log is generated for your phone# so if you call back or get transferred the next person has no clues of what the previous person has done, technical skills are very lacking even at higher levels making time to resolve a problem extremely poor. Having the ability to look up and correct balances is a must.

Verizon (parent company) needs to take notice or TF 1 star rating will never improve. It is 50/50 if I will renew my plan after this incident.

AlexTrac

Hi. This is Alex from TracFone Wireless.

We read your post, and we're sorry if you had a bad experience with our service. This is not how we want you to feel and experience. Let us further review your account so we can help you fix this issue. Kindly chat with us at https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Guest
reply icon Replying to comment of AlexTrac

Hello, I already chatted with numerous TF representatives for weeks, including ERD Management, all politely apologizing and promising to help restore my missing balances that TF deleted but never did. TF must fix the problem because TF support failed to protect my balances, a golden rule in customer support, before resetting my account resulting in balances of zeros.

Below you will 611611 Balances I took Before and After working with TF support. Before Your Balance as of: Jan 16, 3:01PM Minutes: 13,213 SMS: 13,165 Data: 12.02 GB Service End Date: xxxxxxxxxx My balances after TF reset my TF account in an attempt to fix my MMS problem. Your Balance as of: Jan 18, 6:24PM Minutes: 0 SMS: 0 Data: 0 Service End Date: xxxxxxxxxx I tried keeping calm but when I realized TF was jerking me around for weeks with no intention of fixing the problem it was time to act. Besides filing here I also filed a complaint with BBB.

This is not an isolated case. After some investigation I found other TF customers complaining about the same problem. Restoring my large rollover balances is all that I am asking.

I value the loss at around $900.00. Not something easy to walk away from.

View more comments (2)
Danita B Cuj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Every customer service representative can't help and always sent me a link to pay for expert help. I refuse to pay for help. I kept telling them not to send me the link but they always did. My probl

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Mar 08, 2024

I'm still having the same problems and I was told a tech would call me this morning and no one did

Original review Mar 08, 2024
Many of the numbers I call won't go thru and I thought maybe it's because the wi-fi calling wasn't connected. I tried to connect and it keeps turning off.
View full review
Pros:
  • Nice phone
Cons:
  • Horrible customer service representatives

Preferred solution: My phone to work properly and activated

User's recommendation: I got the tracfone Samsung galaxy so get a different one.

2 comments
AlexTrac

Hi, Danita B Cuj. This is Alex from TracFone Wireless We are terribly sorry for what you have experienced with our customer service.

We understand what you feel about this situation. As your service provider, this is is not how we want you to feel and experience. Our main focus is to provide an excellent service to all our clients, and we know that there are things to improve. Focusing on our quality of customer service is our priority.

We are hoping that you will give us a chance to redeem ourselves so we can help you out. please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

MariaST

Hi. This is Alex from TracFone Wireless.

We read your post, and we're really sorry for the inconvenience you have experienced with our service. Please chat with us at https://***/support/contact-us so we can address your issue immediately. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to working with you.

View more comments (1)
Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Burlington, North Carolina

Tracfone sent me a used phone

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Tracfone sent me a used phone
Tracfone sent me a used phone - Image 2
I ordered a new phone on 02/13/2024, and I received a reconditioned phone on 02/16/2024. I called to get this corrected, but they said they could not. They said I had to ship the phone back, at my expense, and they would send me another one in 5 to 10 days. I complained and then hung up on them. Then the manager, Odea, bombarded my other phone with text hundreds of 611611 text messages draining my account
View full review

User's recommendation: *** no!

1 comment
AlexTrac

Hi. Guest-562****.

This is Alex from TracFone Wireless. We have read your post, and we sincerely apologize for the inconvenience the issue has caused you. As one of our valued customers, we do not mean to make you feel this way. We know how important it is to have a working phone nowadays.

We are hoping that you will give us a chance to redeem ourselves so we can help you out. For further assistance, please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Susan S Lub

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Missing Minutes

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Both our tracfones stopped working on the same day. Spent 4-5 hours trying to resolve problems. Purchased minutes, had 478 mintes and made one 30 minute call. Checked my balce and it said 0 mintes. Five phones call, five different people. The whole time their chargeing your phone for the time spent. Going to TMobile.
View full review
Pros:
  • Easy to get
Cons:
  • Horrible customer service

Preferred solution: Time that I was robbed of

User's recommendation: RUN

1 comment
AlexTrac

Hi, Susan S Lub. This is Alex from TracFone Wireless.

We are very sorry to hear that. As your service provider, it is never our desire to let our valued customers down with the service we provide. We know how important it is to have a working phone nowadays. Please allow us to have another opportunity to make things right.

Chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word SUPPORT to 611611.

Nicole R Dle

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Sons birthday present

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

My son received brand new phone tracfone a month later no service. Their supervisors are not even trained monkeys

View full review
Loss:
$80

Preferred solution: Activate my son's phone

User's recommendation: Don't buy

4 comments
AlexTrac

Hi Nicole. This is Alex from TracFone Wireless.

We're sorry for the inconvenience this may have caused you and your son. This is not the kind of service we want our customers to experience. To further assist you with this issue, please chat with us at https://***/support/contact-us.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also text HELP to 611611 to use our self-service menu.

AlexTrac

Hi Nicole. This is Alex from TracFone Wireless.

We're sorry for the inconvenience this may have caused you and your son. This is not the kind of service we want our customers to experience. To further assist you with this issue, please chat with us at https://***/support/contact-us.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also text HELP to 611611 to use our self-service menu.

AlexTrac

Hi Nicole. This is Alex from TracFone Wireless.

We're sorry for the inconvenience this may have caused you and your son. This is not the kind of service we want our customers to experience. To further assist you with this issue, please chat with us at https://***/support/contact-us.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also text HELP to 611611 to use our self-service menu.

AlexTrac

Hi Nicole. This is Alex from TracFone Wireless.

We're sorry for the inconvenience this may have caused you and your son. This is not the kind of service we want our customers to experience. To further assist you with this issue, please chat with us at https://***/support/contact-us.

We are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also text HELP to 611611 to use our self-service menu.

View more comments (3)
Carl D Ykg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Prize Wheel

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
TracFone - Prize Wheel
Updated by user Oct 30, 2023

Disconnected all lines of service. Ported all my lines to T-Mobile.

What a fantastic experience. Things happen for a reason.

Updated by user Oct 19, 2023

What a scam!

Updated by user Oct 19, 2023

Do not waste your time trying to win prizes. Scamtalk will not reward you. Even had a rep tell me there are other customers with the same problem.

Updated by user Oct 19, 2023

Do not waste your time and hard earned money with this company. You deserve better.

Updated by user Oct 06, 2023

Straight talk stated they are out of the Motorola chrome book I won. I’m sure they are after being assured I would receive it in 30 days.

They said they put 5000 points on my account that equals $50 dollars.

They did not ask if I wanted points. I told them to remove...

Original review Oct 06, 2023
I have been with straight talk for a very long time. Won a prize by spinning the wheel and straight talk did not allow me to redeem the prize.

I have a screen shot of this, they will not even provide an email to send it to. Should change your name to dishonest talk.
View full review
Cons:
  • Dishonest reward program

Preferred solution: My prize I rightfully won

User's recommendation: Prize Wheel should be called Fraud Wheel

6 comments
Guest

I have seen these frustrations too Carl! This company does not stand behind anything they promise.

I spun the wheel for years and never won a prize. You should hire an attorney and go to the media. We all sit and wait and WAIT forever for a situation to be settled and it never happens!! Their promises are not worth the time.

They say they will find a solution and the they’ll get back with us. WRONG! It never happens. And that’s after we sit on the phone for hours at a time and call them back numerous times because…..

they don’t follow up!! FORGET THE WHEEL PEOPLE or any of their games …. Or this company! !

Ty for sharing your picture of your win Carl.

How demeaning and so frustrating….what more proof do they need?? JUST Unbelievable!!!

AlexTrac
reply icon Replying to comment of Guest-2406154

Hi. This is Alex from TracFone Wireless.

We read your post, and we're really sorry for the inconvenience you have experienced with our Spin-the-wheel. Please chat with us at https://***/support/contact-us so we can address your issue immediately. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to working with you.

Guest

It’s all a scam! Stay away from this company!!

Absolutely UNPROFESSIONAL!! Their reward program is a scam.

DO NOT WASTE YOUR TIME!! Do not spin that wheel for prizes.

AlexTrac
reply icon Replying to comment of Guest-2403641

We are very sorry to hear that. As one of our valued customers, we do not mean to make you feel this way.

As your service provider, our main goal is to provide quality customer service to our valued customers. We would like to know more about the details so we can come up with a solution. As one of our valued customers, we always aim to make things right. Please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Carl D Ykg
reply icon Replying to comment of AlexTrac

I have already used your representatives at least 15 times in the last 30 days. Tired of the lies.

I have been told everything from your prize will be sent, we will call you back, it will take 30 days to receive your prize.

On my last and final call the representatives said they are out of prizes. Nothing will be done.

AlexTrac
reply icon Replying to comment of Carl D Ykg

Hi. Carl.

This is Alex from TracFone Wireless. We understand you have spoken with a customer service representative and feel that your issue is not being handled quickly enough. It is not our intention to delay a resolution. Give us a chance to review your account and make this right for you.

Kindly chat with us at https://***/support/contact-us or call us at 1-800-867-****.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

View more comments (5)
Chris D Wur
map-marker Huntington Park, California

My phone was stolen

TracFone - My phone was stolen
My phone got stolen and I need my number back trying get back my service I was sleeping and it died on me
View full review
Loss:
$100

Preferred solution: Full refund

User's recommendation: Get back my service

1 comment
AlexTrac

Hi Chris. This is Alex from TracFone Wireless.

We are very sorry to hear about what happened to your phone. As one of our valued customers, this is not the kind of experience that we want you to have. Allow us to have another opportunity to speak with you so we can provide you with the best possible resolution. Please chat with us via this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

john v Wst

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

They don’t deserve any stars

Hi, this is my third pissed consumer review and nothing still has been done. They give me 2 ticket numbers and promised that something will get done and thy will call me when they are finished looking into my problem.NEVER HAPPENED.

I waisted my time.I told them to go to tracfonewireless.com and my phone number isnt even listed under my account. They ask me the same questions every time, ask me for my outgoing phone numbers over the last 60 days.

I gave all 18 agents the same 45 numbers and they dont have any records of them.They ask me what my first car was and they tell me that isnt my first car.I just want to talk to an American in the USA to get something done but they dont seem to want to help a 15 plus year customer.If you can find one that wants to help have them call ma at 740-795-****. I wont hold my breath.

View full review

User's recommendation: Go to another provider

1 comment
AlexTrac

Hi john. This is Alex from TracFone Wireless.

We read your post and we'd like to apologize if the issue is still not resolved. We understand how frustrating this might have been on your end. As one of our valued customers, we do not mean to make you feel this way. We want to sort things out with you.

However, the contact number you included on this post has been masked. We are hoping that you will give us another chance to rectify this issue with you. Please chat with us via this link https://***/support/contact-us. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you and we look forward to keep doing business with you.

Luana Kts

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker New Providence, New Jersey

Misleading Service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I paid for a year of tracfone service plus a tracfone locked phone. After a few months I wanted to switch and move my number to another service. But since I had already paid for the tracfone phone and the service I wanted to keep both as a backup. I chatted with tracfone and asked how I should proceed. They told me to port out my number and then contact them for a new one. After I ported it out I contact them for a new number and they tell me that I lost everything I paid for already with no chance of getting it back. Terrible service.
View full review

User's recommendation: Not worth it

1 comment
AlexTrac

Hi, Luana Kts. This is Alex from TracFone Wireless.

We read your post, and we are sorry for the trouble you've encountered with our customer service. We love having you as a customer and want to make sure that you receive the best service available with TracFone Wireless. Let us take a closer look into what's going on and ensure there is a resolution for you today. Rest assured that we will do our best to give you an exemplary customer service experience.

Please contact us via chat using this link https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Rene C Elu

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Jaztoxic@***.com

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Quiero liberar mi celular a cualquier compañia por que estoy viviendo en mexico y mi celular no esta liberado
View full review

Preferred solution: Si me podrian liberar mi iphone

User's recommendation: Excelente trato

Lisa M Rbg

Returned defective phone

TracFone - Returned defective phone

I was told to return the phone. The rep sent me a return label and instructions.

I returned the phone six weeks ago. Was told they would replace the phone after receiving return. Now they tell me they never received the phone. I have proof thru ups that it was delivered.

They refuse to check on ups tracking and will only go by their system. Well someone messed up at their warehouse somewhere. They have the phone and I have nothing. They tell me they won't do anything about it.

This is a rip off. They are crooks. I have proof it was delivered.

It's not my fault their warehouse messed up but now I'm out a phone. I will be changing companies.

View full review
Loss:
$108
Pros:
  • Affordable
Cons:
  • Terrible customer service and returns

Preferred solution: Full refund

User's recommendation: Do not deal with these people. There's no reasoning with them.

1 comment
AlexTrac

Hi Lisa. This is Alex from TracFone Wireless.

We're sorry to know that you haven't received your replacement phone yet. As your service provider, we're very determined to help you in getting this issue resolved. Our main goal is to provide quality service to our valued customers. Please chat with us via this link https://***/support/contact-us so we can make things right for you.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We look forward to keep doing business with you.

Eric Tracfone User

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Fort Myers, Florida

Chat agent lies and Tracfone wipes out 2300 days service +texts/data

Chat agent lies and Tracfone wipes out 2300 days service +texts/data
Chat agent lies and Tracfone wipes out 2300 days service +texts/data - Image 2
Chat agent lies and Tracfone wipes out 2300 days service +texts/data - Image 3
Original review Aug 24, 2023

I have been with Tracfone for about 20 years (many phones). I had to port out a Tracfone number to a new T-Mobile phone/service due to international travel but needed to recover my time (2300 days) and min/data/texts to use with a new tracfone number on the original phone.

In a very detailed chat with a Tracfone agent I was told to port out the tracfone number first then reach out to Tracfone to get a new number after which I "get to recover the minutes, texts and data remaining as (well as) the months of unlimited service remaining". I ordered a Tracfone SIM, ported the Tracfone number out to Tmobile and called Tracfone within 2 days of the number porting out to get my new Tracfone number and recover all the minutes/texts/data and service time. I was told that because I ported the number out first (like the Tracfone agent told me to do) I forfeited all the service time/data/min. I have the chat transcript from Chuck (Tracfone agent) from 8/18/23 at around 5:40 PM EST where he clearly told me to port out the number first and that I would be able to recovery everything.

Tracfone Agent Mary (Ref #18431****) was the first to indicate that agent Chuck had lied to me and was very apologetic but said she could not do anything to fix it. At my insistence Mary escalated to "Corporate" who called me back. Agent Jelsa from "corporate" was the second to relay to me essentially that Chuck had lied to me and she was also apologetic but said she also could not do anything. I gave her the day/time of my chat with Chuck (I wanted to read it to her but she declined) and she says she sent a report to "higher management" who would call me back in about 24 hours.

I asked for a reference number but she said there is none.

I await a call from "higher management" (expected 8/25/23) to see if they will allow me to recover my service time (2300 days!), minutes (unlim until ~11/2/23, then 0 rollover), texts (5800 rollover), and data (19 Gb until ~11/2/23 then 3.21 Gb rollover) as Tracfone agent Chuck clearly relayed they would or make it clear that Tracfone agents are free to lie/swindle Tracfone customers. The 2300 days (6.3 years) of service time alone is valued at $314 (6.3 years X $49.95/year)

View full review
Loss:
$314

Preferred solution: What the agent told me I would get (a new number and recovery of at least the rollover service time (2300 days), texts (5800), data (3.21 Gb). I can forego the unlimited plan time (until ~11/2/23) and data.

User's recommendation: Save your chats and write down the day and time. You will need to cut and paste from the chat window into a txt file as Tracfone has no way to email chat transcripts that I could find.

2 comments
Eric Tracfone User

My complaint has been provisionally resolved (95%). After filing a BBB complaint I received an email and was contacted by an executive resolution team representative.

After some back and forth they 1. Reactivated my phone with a new local number, 2. Restored my service time (6.3 years! - this was the biggest item).

3. Restored my remaining unlimited text/min time (until 11/2/23 as requested) 4.

Told me they also restored the rollover texts (5800) and data (3.21 Gb) however these did not show up on the account. I was given a number to call after 11/2/23 if the rollover stuff does not show up then.

AlexTrac
reply icon Replying to comment of Eric Tracfone User

Hi. This is Alex from TracFone Wireless.

We read your post, and we're sorry if you had a bad experience with our service. This is not how we want you to feel and experience. Let us further review your account so we can help you fix this issue. Kindly chat with us at https://***/support/contact-us.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

View more comments (1)

Why Trust Reviews on PissedConsumer?

  • Professional auto and live moderation
  • 100% user-generated content
  • Equal opportunity and protection
  • Zero tolerance for fake reviews
  • Verified content
  • PissedConsumer is on the Inc. 5000 list

For more information read Blog article