Anonymous
map-marker Pittsfield, Massachusetts

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.

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User's recommendation: Don't waste time with them

1 comment
AlexTrac

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.

Helen C Vmn

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 Charlotte, North Carolina

Customer service representatives unable to resolve issues

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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.

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User's recommendation: Be wary of all the hype

1 comment
AlexTrac

Hi Helen C. This is Alex from TracFone Wireless.

We read your post, and we are sorry for the trouble you've encountered with our 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.

Anonymous
map-marker Chicago, Illinois

My service was turned off

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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

View full review

User's recommendation: Buy your phone somewhere else.

1 comment
AlexTrac

Hi, PissedConsumer510****. This is Alex from TracFone Wireless.

This is Alex from TracFone Wireless. We read your post, and we are sorry for the issues you've encountered with our 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. Thank you.

Shazam M Gxe

Awful Customer Service!

Original review Sep 14, 2023

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.

View full review
Loss:
$11
Pros:
  • Prepaid
Cons:
  • Awful customer service and billing practices

Preferred solution: Full refund

User's recommendation: Go with another prepaid plan

1 comment
AlexTrac

Hi, Shazam M Gxe. This is Alex from TracFone Wireless.

We have read your post, and we sincerely apologize for the inconvenience the issue has caused you. As your service provider, our main goal is to provide quality customer service to our valued customers. 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 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.

Alireza G Zfj

No service

Why I dont have service? For last 3 days I have not have service can someone help me get it reactivate it.

View full review

Preferred solution: I don’t know how to answer your question?

2 comments
AlexTrac

Hi, Alireza G Zfj. This is Alex from TracFone Wireless.

We really do apologize for the inconvenience. 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. 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 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.

Guest
reply icon Replying to comment of AlexTrac

Their customer service sucks!!

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Karla K Mam

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.

View full review
Pros:
  • Low cost and ease of use
Cons:
  • Hard to understand representative sometimes

Preferred solution: Nothing

User's recommendation: Never had trouble before. Read they'd been taken over by Verizon

1 comment
AlexTrac

Hi, Karla K Mam. This is Alex from TracFone Wireless.

We have read your post, and we sincerely apologize for the inconvenience the issue has caused you. Our main goal is to provide quality service to our valued customers. 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.

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.

Jeanne P Gdd

.They stole 8000 minutes from me that I paid for

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Original review Jun 25, 2023

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.

View full review
Loss:
$800
Pros:
  • It used to be a great value with great service
Cons:
  • 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

2 comments
AlexTrac

Hi, Jeanne P Gdd. This is Alex from TracFone Wireless.

Thank you so much bringing this to our attention. 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. As your service provider, we always want what's the best for you.

We need to pull up your account and check every transaction that was being made.Once we have all the information, we will ask the higher department for approval and compensate your lost minutes. We are hoping that you would give us a 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.

AlexTrac

Hi Jeanne. This is Alex from TracFone Wireless.

We have read your post, and 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. To further assist you with your issue, 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.

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Ali G Nku

No service

I have no service , I got government phone and I dont have service , Why I am senior Citizen and I dont have to pay help me please. Why
View full review
Loss:
$487

Preferred solution: Reactivate my service

1 comment
AlexTrac

Hi Ali. This is Alex from TracFone Wireless.

We read your post, and we're sorry if you're having some problems with your phone. However, we are determined to help you resolve this issue. To further assist you, please feel free to 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. We're open Monday-Sunday from 8:00 AM to 11:45 PM EST.

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

Reuben L Xto

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 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

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

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

View full review
Cons:
  • Very very poor customer service

User's recommendation: Go somewhere where they can actually help their customers

1 comment
AlexTrac

Hi, Reuben L Xto. This is Alex from TracFone Wireless.

We have read your post, and 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 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.

We are continuously making improvements to provide quality service to all our clients. Allow us to have another opportunity to make things right for 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.

Resolved
Sherry B Vfm

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 Huntington Park, California

Resolved: Unable to use data

Updated by user Aug 09, 2023

Company resolved the issue.

Original review Jul 10, 2023
Been trying almost 2 weeks to get data working. Since June 19 data has worked 2 1/2 days!!! Have been disconnected multiple times. Tracfone zeroed out my year plan twice in one week. Zeroed out my husbands account, took 2 days getting it to work! Told me to buy another plan, paid through February of next year!, Have been customer for 20 plus years and it works great till you get a new phone or make changes. I have spent over 24 hours over the course of a week to get phone fixed. My Mom has tracfone, zeroed her account, still not working correctly.
View full review
Loss:
$115
Pros:
  • Connection
Cons:
  • 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

1 comment
AlexTrac

Hi. This is Alex from TracFone Wireless.

Please accept our deepest apology for this experience. We do not want our customers to encounter issues with the service, especially with the data. We would like to take a closer look into what’s going on and ensure there is a resolution for you today. 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.

Sonya S Vwe

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 Miami, Florida

Stolen $45.50

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
509-666-**** $45.50 taken out of my US Bank checking account for a cellphone number I don't have. Can't get through to TracFone successfully so please refund $46.50 back to my bank account immediately. 509-666-**** please call My money has been refunded from TracFone so please close out complaint. Thanks, Sonya Shaw
View full review
Loss:
$46
Pros:
  • Great value
Cons:
  • Hard to understand representative sometimes

Preferred solution: Full refund

User's recommendation: Great company just need the correct representative.

1 comment
AlexTrac

Hi Sonya S Vwe. This is Alex from TracFone Wireless.

We read your post, and we are sorry for this experience. 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. Thank you.

BRIDGET F Faf

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 Conshohocken, Pennsylvania

Received refurbished phone instead of new phone that I ordered

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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.

View full review

User's recommendation: Know what you are buying...no customer service

2 comments
AlexTrac

Hi. This is Alex from TracFone Wireless.

We read your post, and we are sorry 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.

BRIDGET F Faf
reply icon Replying to comment of AlexTrac

I contacted them multiple times. I was given a ticket number and had to go through multiple reps to get to the Refund Dept.

Then, I spoke with Joseph who claimed to be a supervisor. He told me that I received the correct phone. So without seeing it, he told me that it wasn't refurbished and refused to send me a Return label. Instead, he said that I could return it myself and pay for it in order to get a refund for the phone.

I asked to speak to his supervisor. He told me that he couldn't transfer me. He said that I would have to call back. He assured me that I wouldn't have to go through other reps to get to the Refund Dept.

He was incorrect. I called back and went through the rep again in order to be transferred to the Refund Dept. Who do you think answered the phone again? Yep, it was the alleged supervisor Joseph.

He told me that I couldn't have activated my phone because i didn't call in. I had done it online. He didn't apologize for being incorrect again. He then told me he would help me activate my refurbished phone.

I asked him if it needed to be charged. He said no. However, he told me I needed to turn it on and off to activate it. Therefore, it definitely needed to be charged.

(I later re-read the activation instructions online that said you need at least a 50% charge to activate the phone.) Joseph hung up on me purposefully. I called my old provider and found out what I needed to do to port my number properly since Tracfone failed.

They could see the attempt that was made July 22nd. Tracfone is terrible.

View more comments (1)
Sean W Gbc

Need my network ON MY MOTO PHONE UNLOCKED

I need network unlock for my device.i have new phone service.i have metro pcs I really need this situation handled
View full review

Preferred solution: My devise release and unlock

1 comment
AlexTrac

Hi, Sean W Gbc. This Alex from TracFone Wireless.

We hear you, and we want to sort this out. To unlock your phone, you can text the word UNLOCK to 611611. You can also visit our website via this link https://***. 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.

Remie Wwp

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 Absecon, New Jersey

TracFone 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.

Updated by user Sep 24, 2023

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...

Original review Aug 25, 2023
1. Rep sent my equipment to wrong address.
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
View full review

User's recommendation: Find another company. Customer service is non-existent.

1 comment
AlexTrac

Hi Remie. This is Alex from TracFone Wireless.

We read your post, and we are sorry for what happened. We understand how frustrating this could have been on your end. Give us another opportunity to make things right for you. To better assist you on deactivating your phone, 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. Thank you.

Jade G Tck

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 Atlanta, Georgia

Horrible service

TracFone - Horrible 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!

View full review
Pros:
  • Handy and useful
Cons:
  • Can mess up you service

Preferred solution: My service fix.

1 comment
AlexTrac

Hi, Jade. 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.

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