TracFone
Reviews and Complaints
Poor customer service
Agents hung up on my 80 yr old aunt who has used tracfone for years but was inquiring why after adding minutes they never showed up on her phone. First time thought maybe a fluke but called back very rude agent hung up a second time.
We called from a land line just encase we needed to do anything on cell phone. So I heard both exchanges with your so called customer service people, there is also a language issue nobody at service center speaks English as first language like we called India or China each time.
I have contacted consumer cellular 4 different times to get info no language issue there. At least they tell truth on adds.
User's recommendation: Don't waste time with them
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Verified Reviewer | Charlotte, North CarolinaCustomer service representatives unable to resolve issues
We have been tractofone customers for four and half years, on 7/18/23 we had 2.37GB Text4189 talk 223, by 7/19 we had no service after representative transferred us to someone to push update on phone restoring service. 7/20 received text from tracfone stating we had no service as all text data and talk had been used up.
After spending five hours with representatives they had no way to reinstate service unless we purchased new plan. That day we ended our relationship with tracfone.
The reps all have the same script on phone they address problems with benial neglect, would not recommend this company, customer service is terrible. The Moro G we purchased on QVC January 2023 with carryover from another device we only had for 6 half months use of device, better to have learned our lesson.
User's recommendation: Be wary of all the hype
My service was turned off
My service was turned off 9/12/23.I called customer service talked to the first rep about a hour. I asked for a supervisor she transfer me to locked phone department. The next time I called the rep told me I bought the unlimited plan on June.My service was turned off in August so I wasted $10 to get my service on and now it's turned off ag
User's recommendation: Buy your phone somewhere else.
Awful Customer Service!
Purchased 500 minutes on 9/6/23, three days prior to the plan end date. Thirty minutes were consumed between 9/6 and 9/14, yet the phone was deactivated.
Contacted customer service and was given multiple reasons as to why this occurred. Since I was not satisfied with the responses, I asked to speak to a supervisor and the rep. point-blank refused my request, and repeatedly no less.
I have spoken to this woman before, and she is as incompetent as she is rude and dismissive, to say nothing of her lack of knowledge about her job, not to mention her complete inability to listen. I actually asked her if she was a bot or human being.
- Prepaid
- Awful customer service and billing practices
Preferred solution: Full refund
User's recommendation: Go with another prepaid plan
No service
Why I dont have service? For last 3 days I have not have service can someone help me get it reactivate it.
Preferred solution: I don’t know how to answer your question?
Can't make calls
Spent 2 days of spotty ability to make/receive calls. Took 3 calls to Tracphone for trouble to stop. Hopefully, it's resolved.
- Low cost and ease of use
- Hard to understand representative sometimes
Preferred solution: Nothing
User's recommendation: Never had trouble before. Read they'd been taken over by Verizon
.They stole 8000 minutes from me that I paid for
On June 22nd, 2023 I received a new tracfone that I ordered from QVC that came with a year of unlimited texts and talk and 24 GB of data. It was a total nightmare trying to get the service that I paid for put on my new phone.
At one point, neither one of my phones worked and I had to call customer service on Skype. After about 3 hours on the phone, with at least three different service representatives, I finally got phone service. I have been a tracfone customer for about 20 years and had accumulated 8066 minutes that showed up as " the other plan" on the tracfone dashboard. It clearly states" Important note: The benefits from the current plan will be consumed before the benefits from the other plan".
The current plan is the unlimited text and talk for a year. I wanted to make sure that I was actually getting unlimited talk and texts (after the previous 3 hour nightmare) and I saw that all of the minutes that I was using were being deducted from the other plan which is supposed to be held in reserve. On June 25th, I spent over an hour on the phone with four different service reps at tracfone in an attempt to remedy the situation. I was disconnected twice (or hung up on) and was given different answers by different people.
One rep agreed to put back the 110 mnutes that was used up incorrectly back on the "other account." This did not happen . When I called back I was told by another rep that the minutes would be returned. Again, this did not happen. The last person that I talked to said that the new policy was to use those minutes up even though I paid $199 for an unlimited plan.
Apparently, this has occurred since Verizon took over. I was then connected to the alleged refund department and when I threatened to go to the FCC, Better Business and Attorneys General office to complain, I was hung up on. Throughout this process, I asked to speak to a supervisor and was refused . It costs $10 to add 100 minutes onto a tracfone smart phone.
Therefore, the 8000 minutes that they are taking from me is worth about $800. This is theft and fraud pure and simple.
- It used to be a great value with great service
- Company is impossible to deal with since verizon bought it
Preferred solution: Full refund
User's recommendation: Tracfone used to be good before Verizon bought it
No service
Preferred solution: Reactivate my service
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 ReviewerThe chat guitar because I can't type fast 2 times and I told them I was old and slow.. next I called your customer service about 1 phone that you deactivated for non payment and I asked if she could h
Your service rep can not tell me
1. I was calling about 573-854-**** asking why it was deactivated, and I told her that she could not do that, because she needs y verify by sending a text to 575-854-****.
I told her no I can't, because although it is my phone, I purchased 573-854-**** for my brother he has serious health issues.
But. He lives 15 miles away. I said isn't there another way. To do this I would have to get in a wheelchair and go to my car, drive 15 miles just to look at a phone that was deactivated by you for non payment, I had called my bank to confirm that 2 payments were sent.
All I wanted to know did she received the 2 payments "yes or no", she said she could not do that. I asked to speak to a supervisor, she said no she doesn't have a supervisor. I said I hear other people in the same room, THERE HAS TO BE A SUPERVISOR, AND SHE SAID NO. I am 100% disabled veteran and my expected to drive 15 miles to look at a phone that is mine and I'm letting my brother use.
2 very very simple things I asked.
1. can you see my phone's in my account.
2 . Can you see if you received 2 payments from Unico Bank, which I could see on my bank statement and I had already even called the Bank and the bank said that they were sent out June 6, 3023
But, she could not do those 2 simple things . And she doesn't have a Supervisor.
SO, The very respectable TracFone service department CAN NOT help a customer.
My phone's are all paid automatic.
I asked 3 different times are you there and I asked them to be patient, I'm old and can't type fast. 1 chat they just simply stop, too slow.
1 phone call the agent actually hung UP on me.
And the last agent actually said she couldn't help and said she has no supervisor
I asked if she could see 3 phone numbers on my account, she said she could not do that, be
- Very very poor customer service
User's recommendation: Go somewhere where they can actually help their customers
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Verified Reviewer | Huntington Park, CaliforniaResolved: Unable to use data
Company resolved the issue.
- Connection
- Customer service
Preferred solution: My data to work without spending the rest of my life on phone with customer service
User's recommendation: Beware if have problems or BROP
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Verified Reviewer | Miami, FloridaStolen $45.50
- Great value
- Hard to understand representative sometimes
Preferred solution: Full refund
User's recommendation: Great company just need the correct representative.
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 | Conshohocken, PennsylvaniaReceived refurbished phone instead of new phone that I ordered
It took 8 phone calls today and multiple transfers within those calls to get someone who claims to be emailing me a return package to return the phone that I just purchased. I ordered a new phone for $89.99 but received a refurbished one.
I suspected it was used but tried to set it up. I wasn't able to receive the authentication codes because they were going to a previous owner's phone number.
I had no access to the codes. Customer service was unhelpful and, in some cases, rude.
User's recommendation: Know what you are buying...no customer service
Need my network ON MY MOTO PHONE UNLOCKED
Preferred solution: My devise release and unlock
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Verified Reviewer | Absecon, New JerseyTracFone has the Worst customer service. Do not use this company. I have been trying to resolve issues for two months. I have spent what can be a part time job to rectify their errors.
What I have learned after an ongoing concern of being without my phone is their is really no concern for the customer. Tracphone which is actually Verizon do not care if you have no phone, there is not one point of contact, you call a general number for which you have...
2.
This has yet to be recitified after numerous phone calls emails
3. Paid for service not used
4 finally received phone but rep can't get phone on
5. Need mgr involvement and someone who can turn on phone
6.
No one answers emails , scheduled calls not honored
7. Need a mgr, need someone with authority
User's recommendation: Find another company. Customer service is non-existent.
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 | Atlanta, GeorgiaHorrible service
For the past two weeks I've have dealt with the most annoying thing ever. My phone bill has been paid and yet I can't text.
I've tried calling about the issue only to play hop a long with the service bots connecting me to one bot then putting me on hold for 5 minutes to only to switch me over and put me on hold again.
Then when I finally get to connected to an actual person they sit there in silence as I repeat "Hello can you hear me hello?" Only to get hung up on. This happens every time I call and I'm mad fix my texts Tracphone!
- Handy and useful
- Can mess up you service
Preferred solution: My service fix.
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Hi. This is Alex from TracFone Wireless.
We read your post, and sincerely apologize for what happened. Rest assured that we will do our best to avoid this from happening again. We are continuously making improvements to provide quality service to all our clients. 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. Thank you.