Krissa Xuo
map-marker Richmond, Virginia

Tracfone will not refund my money even though I have NO MINUTES

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I bought 3 new android phones for my children in December 2014. I had not activated any of the phones.

An old phone on the "family value plan" was being charged to my credit card though the phone never received any minutes and was no longer being used. I caught the discrepancy in May 2015. These jerks provide the nastiest customer service people who are hard to reach. They will only refund the May charges.

I am out $42.64 worth of unused, uncredited charges. I have no minutes on any of the phones including the one they charged me for. They blame me. This is not a company to deal with if you want reasonable and fair customer service.

They could care less if they take your money. I WILL BE going back to my bank to reverse the charges.

I can't believe this multi-million dollar company is comprised of thieves who steal from moms. I am truly pissed about this.

View full review
Loss:
$43
Cons:
  • Minutes not added still charged
  • Poor customer service
  • Not working
Reason of review:
Paid for service that was never credited to my phone and they wont give me my money back

Preferred solution: Full refund

3 comments
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Please copy and paste your issue from this blog and include it in your email to us.

Guest
reply icon Replying to comment of AlexTrac

I hope in the future that no other customer is fooled by this sad response to customer complaints. One thing I absolutely HATE is the runaround.

I emailed this 'resolution team' for absolutely nothing. They came to the same resolution as the customer service department. Then I was given an 800 number to call. The same resolution, though they act as if they want to help.

This person even told me that he can see the minutes were not credited to the phone. Go FIGURE!! Finally, I said to the representative, "So, TracFone keeping my $50 for nothing is more important to them than keeping me as a customer?" and he said yes. So here's to you TracFone.

The official thumbs down.

I am reporting this to the BBB and I will be going to my bank to charge back these transactions.

AlexTrac
reply icon Replying to comment of Guest-989347

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com. Please copy and paste your issue from this blog and include it in your email to us.

View more comments (2)
Orlinda Zue

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 Alanson, Michigan

1643.70 minutes 5 day service

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Updated by user May 21, 2015

They only offered30 days service and me buy a service contract for $5.99 a month. No deal on my part, I put the minutes on my Husbands phone and put a $19.99card on mine. Was not happy with the out come

Original review May 18, 2015
I have a tracfone it has 1643.70 minutes on it from one phone dying and had to get another phone. I am 70 years old don't have a lot of money and had always liked the tracfone. They say buy more minutes so that I have more days. No way, My Husbands phone keeps getting more minutes every time he puts minutes on it. He now has 510 service days. Tell me why I can't give him some of my minutes or give me more days. I have never been so mad in my whole life, it just is *** that I have to buy more minutes, to add to my 1643.70 because I have 5 days left to use all of them. Something is really rotten in Denmark, when you have to do this after buying a $14.99 phone because that is all you can afford.
View full review
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com. Please copy and paste your issue from this blog and include it in your email to us.

Anonymous
map-marker Springfield, Oregon

Tracfone's customer service is worth less than nothing

For some unknown reason, Tracfone doesn't hire anyone for customer service who is fluent in English. They can neither understand what you say nor speak English so you can understand it. Besides that, they don't seem to be qualified to serve their customers. When I bought a new phone and tried to get the number transferred they got it wrong. I was saying one number, the guy at the other end was saying something else. Finally he said, "I got it, I got it". But he hadn't. When I tried to get the airtime transferred from the old phone they didn't know how to do that either. First they sent me a new sim card. That was a mistake. The sim card has nothing to do with airtime, it's for changing the phone number. I spent hours on the phone trying to accomplish this but it never happened. If you can deal with the phone the way it comes it might be worthwhile, but as soon as you need any help you are in very serious trouble.
View full review
Loss:
$20
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker El Dorado Hills, California

Total FRAUD

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Tracfone took my money from my bank and then claims that they did not bill me, they say that the transaction was denied by my bank yet the money is still missing from my bank account. The are not honest or trustworthy.They sent an e-mail from customer service that did not respond at all, the person just repeated the fraud line of the transaction was not approved yet they had no problem taking my money from the valid credit card I gave them. I have never seen such a corrupt and dishonest act of blatant fraud in my 60 years of life. they refuse to even respond as to where my money went off into space, the space is the bank account they control but refuse to acknowledge or honor. NEVER GIVE THEM A CREDIT CARD NUMBER - YOU WILL NOT SEE THE MONEY AGAIN, ALSO REPORT THEM TO YOUR STATE GOVERNMENT> TODAY.
View full review
Loss:
$60
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Sharon Hill, Pennsylvania

Purchased phone from QVC,bad choice.

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This purchase was a nightmare .The first phone would not work, the exchange was very speedy, but that's when the games began .I was sent round in circles trying to contact tracfone repeatedly having to spell on the phone the order number plus other numbers that was required. and irrelevant . This phone came with 1200mins talk time but it took 3 phone calls to get this added them installed. This process must have taken at least 4 hours. It seemed like a good deal at the time , but will never again. I think if QVC want to sell these phones they should at least make sure that tracfone would give the people a better support than I just went through,!!!!!!!!!!!!!!!!
View full review
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Proctorville, Ohio

Terrible company rips customers off

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i have been a customer of tracfone for many years, i recently puchased a new android phone, but it didnt work, the reps said it was defective, i sent it back, wanted a refund but instead they sent me replacement phone, which was also defective, i sent the 2nd one back and am now waiting for a 3rd replacement, they wont refund my money. i have talked to or tried to talk to customer service, the refund department and a rep at the corporate office. if you can understand their broken english, they are still no help, i have been treated rudely, hung up on, while i was talking to the rep in corporate someone was in the background cursing. So i tried live chat which is worse if you can believe it, i ask the rep some questions and he promply ended the session. so im not getting my money back and im waiting on the 3RD phone, which most likely by my past experience, will also be defective. i filed a claim with the bbb and it was a waste of time, tracfone is BBB accredited, if you can believe that. How can the bbb accredit a business like this. also on the BBB website there is an alert on tracfone. there is a classaction suit against tracfone and they have to pay out $40 million to customer, they advertised unlimted use and they would slow customers phones down or turn their phones off. so all i can say is DONT DEAL WITH THIS COMPANY
View full review
Reason of review:
Poor customer service
1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Bedford, Pennsylvania

Tracfone Android Smartphone Review from Bedford, Pennsylvania

I bought a new android phone started activation on July 19 everything transferred but now I have no service on old or new phone I have been getting. the run around when I call I have called at least 10 of not more times been disconnected twice have taken battery in an out I couldn't tell you how many times it says on phone service disabled then no service I have been told 3 or 4 times that my carrier is down an to call back in 24 he's I'm very upset an would not at this point reccomend tracfone to no one
View full review
Reason of review:
Bad quality
1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Los Angeles, California

Tracfone Support Review from Los Angeles, California

Very poor customer service. I called because my picture messages stopped working.

I told the rep on the phone I put my service on another phone to rule out my device being the problem. I tried explaining to her the problem was not my phone but something in the network before she wasted my time doing the same thing I had done at a store.

She said in a condescending tone "do you want the trouble ticket or not" Very poor service given. Immediate supervisors should be held responsible for the quality of service their subordinates offer customers.

View full review
Reason of review:
Poor customer service
1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Four Oaks, North Carolina

Getting messages from someone

I got a number of messages from someone I do not Know. When I go to delete these messages the tracfone is also deleting mins from my phone. Sent email about this to them also called them. Their answer is yes I get mins deleted from my account. The only way to fix this IS TO CHANGE MY NUMBER. I understand the reason for this is because people can call and say they are getting messages from someone whom they don't know and want mins added back on yet they know the people. Yet all they have to do is look up the numbers and see that I have never called this person or the person called by mistake.
View full review
Reason of review:
should credit mins back to me
1 comment
MariaST

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@***.com.

Anonymous
map-marker Sioux Falls, South Dakota

Tracfone - Phone Service Review from Sioux Falls, South Dakota

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Horrible customer service! After discovering that I couldn't add minutes to our phone online because the status stated "in the process of switching to another carrier.". I called "customer service" several times and emailed several times. They insist that the phone is just inactive and if I added minutes it would work. Duh, I can't! 11 days later I still have no phone service. Thankfully its a backup phone, but crimeny!
View full review
Reason of review:
Bad quality
1 comment
MariaST

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@***.com.

Marysa Vjs

Tracfone will not disconnect my phone

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Updated by user May 22, 2015

So Tracfone answered my complaint with:

"I check the phone number you gave and it appears that it is already deactivated. Do you still have the old phone?"

I wrote back to Tracfone saying

"Did you even read my complaint.

The phone is turned off; however, it is NOT disconnected. There's still a message when you call my number that says "This Subscriber Is Not Accepting Calls At This Time." That's inexcusable! That's NOT disconnected! Get rid of that message and TOTALLY disconnect the phone!

That way, when people call the number, they'll hear: "We're sorry; you have reached a number that has been disconnected or is no longer in service. If you feel you have reached this recording in error, please check the number and try your call again." Tracofone wrote back saying

"You don't need to worry about the message. The phone number has been deactivated in the system. Therefore, you will not be able to make and receive calls from your phone."

Then I replied to Tracfone saying, "I do have to worry about the message.

My friends and family are still calling that number and they all, without exception, hear that message that you tell me not to worry about and they think I'm blocking them from my phone! Then they try to text me at that number and they don't get an answer and they ALL think I'm mad at them and ignoring them. Don't tell me I don't have to worry about that message! That message is destroying my life!

It's the entire point of my complaint, and like your worthless customer service, you seem just as oblivious to how much damage that message is doing to my life. Now, what can we do to totally disconnect the phone so that message goes away and the phone is disconnected?" Tracfone replied saying "I understand. However, we can no longer change the status of the phone number since it has been deactivated already as you requested." TRACFONE IS KILLING ME. THEY KEEP MAKING EXCUSES RATHER THAN DISCONNECTING MY PHONE.

I'M SO SICK OF THIS. NEVER USE TRACFONE!!!!!!!

Original review May 22, 2015
I've called Tracfone 3 times and asked them to disconnect my phone and they won't. Instead they've got a message saying, "this caller is not accepting calls at this time", which is making my friends and family think that I am blocking them. I cannot get Tracfone simply to turn my phone off so the message says "you have reached a number that is no longer in service or has been disconnected. please check the number and dial again. What must I do to get these jerks to turn my phone off because calling Tracfone customer service does nothing at all.
View full review
Reason of review:
Poor customer service

Preferred solution: Disconnect my Tracfone.

5 comments
Guest

No, This is not resolved. they still won't disconnect the phone.

The message one hears when they dial my cell phone still says, "The owner of this phone is not accepting calls at this time." Tracfone will not disconnect the cell phone. They enjoy torturing and disrupting their customers lives.

No matter how many times I call and beg they WILL NOT DISCONNECT MY PHONE!

AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Marysa Vjs
reply icon Replying to comment of AlexTrac

I emailed them and they did nothing. See above notes.

They said finally that I should call Customer Service who I already spoke to and they did nothing. it's a Catch 22. Whatever I do I'm screwed.

No one will do what i ask and disconnect my phone.

AlexTrac
reply icon Replying to comment of Marysa Vjs

Hi NaturalVision. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Guest
reply icon Replying to comment of AlexTrac

I did and was told that you guys can do nothing. Laura or Linda, both said they can do nothing.

You are just sending me in cirlces.

Tracfone makes me phisically ill now and I wish I NEVER heard of you.

View more comments (4)
Cheick Rzv
map-marker Bend, Oregon

Tracfone airtime card bought more than one year ago no more valid!

I bought a 120 minutes Tracfone airtime card more than one year ago but when I 've tried to use it to reactivate my phone ( I am in US only 2 months during summer and I live mostly in Europe) the card was not accepted The customer service said that I have to go back to the shop with the receipt but who keep a receipt of 29.99$ from one year? And the shop said that even with the receipt they would not be able to fix the issue. NOTHING IS SAID ON THE AIRTIME CARD THAT IS VALIDITY IS LIMITED TO ONE YEAR AFTER PURCHASE!! The customer service was unable to tell where this was specified. I think that many customers are trapped with this, and it seems to me to be not legal. Tracfone = thieves
View full review
Loss:
$30
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Chicago, Illinois

Tracfone - Cell Phone Review from Chicago, Illinois

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I bought a new phone and turned out to be defective will not receive signal some of thetime but would show 3 bar under the 3g called spent2 hours on phone with tec support . was told we will send a replacement phone which will be3 to 5 bussiness day oh that right today is friday 3 to 5 bussness days starting monday ask if i coulduse my old phone was told no because i can not have my phone number active on 2 phones my newphone will be active once it arrives like i can call while my phone is in the mail asked for the order to be expidited but no ask to talk to supervisor i am the supervisor which i know she was not. All i wanted was a phone with a qwerty but i have no phone at all
View full review
Reason of review:
Damaged or defective
1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Logan, West Virginia

They are HORRIBLE

i purchased my mom a tracfon years ago & bless her heart she sometimes would forget & not add minutes because she still had minutes but would forget about the dates expiring. She had a stroke so she can't think fast sometimes when she's put on the spot with a lot of questions about the phone so I call for her. No one speaks or understands english, just like said above I never have been on the phone with them less then an hour. They repeat the same thing about 7 times & still don't do nothing, I heard them giggling in the back ground & they would place you on hold letting on like they didn't understand so they had to ask a manager & put you on hold for several minutes again. By the time I'd be done with them I'd be a nervous wreck. I hate dealing with them, she has a new phone & her wifi don't work but I'm not wasting my time again because I've already called them twice & it still don't work
View full review
Reason of review:
Poor customer service
1 comment
AlexTrac

Hi. I’m Alex from TracFone Wireless.

We're sorry for the trouble.

To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

Anonymous
map-marker Dayton, Tennessee

Cell Phone Review

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i bought a new phone from a retail storw and got it home and it didbt work ..went through hours of trying to set it up..finally the tech said they would send me a new one..so far no.phone..they have messed up my order three *** times..the entire company is run by morons..if i had known they were this incompetent id have went with a different company...i may never get my bew phone at thia rate.
View full review
Reason of review:
Damaged or defective
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