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About 3 months ago the tracfone we were using had 330 minutes left but no service days so I had contacted tracfone and was told they would charge me $6.50 pr month for the service plan...I entered my visa charge card with no problem and I paid automatly the $6.50 for about 3 months until my visa card was compromised and cancelled out. A new number was issued to me and when received I went into my tracfone account, deleted the compromised visa # and added the replaced visa card.

On June 1, I noticed my service was declined. I went into my account and saw the correct visa number was entered by me so I called customer service and the woman I spoke with didn't want to hear my explanation. She told me I had to purchase a new card for minutes/service plan because it was denied. I explained to her it wasn't my fault it was declined because the new credit card number was entered in time for tracfone to use it.

She didn't want to hear my explanation and continued to tell me I had to purchase a new plan to reactivite the phone!

I told her we were loyal customers with tracfone for well over 15 years but no more. We decided to end our business with tracfone because of the terrible customer service.

Reason of review: Poor customer service.

Location: Cumberland, Rhode Island

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AlexTrac

Hi. Iโ€™m Alex from TracFone Wireless.

We're sorry for the trouble that youโ€™ve experienced. To resolve the problem, please click on this link http://bit.ly/2gQCmUz?caseId= to chat with a live agent.

For your convenience, you may contact one of our customer care representatives at 1-800-867-7183. Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

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reply icon Replying to comment of AlexTrac

I did contact customer care twice last week and I doubt either rep understood what the problem was. All they repeated was I would have to purchase a new card to reactivate my tracfone.

As I explained in this complaint it was Tracfone's error for declining my payment as the new and updated credit card information was added to my account 2 weeks before the due date. We are very, very disappointed in the lack of customer service with tracfone.

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