TracFone Wireless, Inc.

Tracfone's coverage has been decent, but their customer service is, at best, very poorI have Tracfone phones that I am responsible for: mine, my wife's, my son's, my in-laws and my aunt'sMy father-in-law recently asked me to get him a smart phone because he thought the larger screen would be easier for him to see because of his failing eyesightHe was having a hard time seeing the screen on his flip phoneUnfortunately, the operation of the smart phone proved to be overwhelming for my yr old father-in-law so we had to switch back to the simple-to-operate flip phoneMy aunt, who is more computer savvy, was given the smart phone, but because of coverage issues, the SIM card needed to be switchedAfter plus hours on the phone with Tracfone "Customer Service" and different operators promising a new SIM card is on the way and weeks of waiting, still no SIM card!

I have recently spent an inordinate amount of time attempting to simply purchase minutes for my android tracfone First, online, then by telephone, then on my cellphone itself, back to online, back to telephoning customer service and when NONE of those worked, and I finally learned what NOT to do and found all the fine print, I successfully purchased minutes online hours and many headaches later, I am exhausted
I used T-Mobile pay-as-yfor years previously and it really was simple to call and get minutes added using a credit cardToday I experienced computer directions to push "*" key for more information but when I did, I was told that was an invalid keyI tried it different timesWhen I was in the process of purchasing minutes from a representative, I mentioned this glitch in the menu I thought the business would want to know Rather than process my order, she patched me through to another representative who expected me to start over because they had no information about the previous minutes I had already spent on the line with the first representative
When I attempted buying minutes online, I had a similar experience The obvious path wanted by email and password but wouldn't take it so I clicked "Forgot my password" but nothing was ever emailed to my account Then I thought maybe they don't have an account online because I had never purchased online before So I jumped through hoops to type in information for a new account, clicked submit and was in some horrible loop where the form was still there but boxes had been cleared and I was given a message that I needed to complete the information So I did, clicked submit and the same thing happened
Also on the online/phone process there are some confusing terms they ask for, such as serial number But if you use an android phone they don't want the number labeled "serial number"
Finally, on the THIRD try online, I discovered that if I scrolled down just off screen there is fine print and a TINY button to circumvent this page and complete a one-time purchase with a credit card After only hours of time I was able to put minutes on my phone without buying a PIN card
I am fairly tech savvy, not elderly or infirm, but I was completely defeated by the process I had to endure just to get minutes on my phone and I still wasn't able to inform the company about the difficulties I had That is why I am writing this review I would hope no one else has to experience such madness but after reading some reviews I realize it is an all too common occurrence with Tracfone

I do not have time to explain all the troubleIn months my number change timesI pay for gegabits and been cutOff a Help me understandIf the prepay cart say g how is it possible to get gTook me days calls times been hang up onThey steel $$ from customersIf someone can get back tome will provide all detailesThank you
Please I need helpThey keep haunt Pandora can not talk to someone in India what's call himself ***, *** on ***ReallyYou pay for USA service and can not get help by USA OWND COMOANYS,!!!

I purchased a tracfone to use to end monthly payments with another carrier I am completely disatisfied with the service and customer service that tracfone has.After trying to activate the tracfone I was on the phone with their reps trying to correct problem for days They do not speak english,and I was on hold for 2+ hoursAfter I finally was able to talk to a tech he not only was unable to activate the new phone but he also disconnected the service I previously had days without a phone, really?????????, my previous carrier got me reconnected, thank goodness for themThis has been the most frustrating experience,never again will I ever try a tracfone! !!!!!!!! Buyers beware, this is a very inefficient company to do business with

worked with Revdex.com to try and resolve airtimecard problem.trac phone says they added the air time I am owed.They did not.they repeatedly said they resolved their error but they did not.no help from cs.phone now says prepay is now disabled.so instead of giving me the minutes owed,the took what minutes I purchased and deactivated the phone.Good riddance went with a reputable company,no more crappy customer service

I bought my first tracfone from the website As a novice cell phone user I needed help to activate the phone The process took almost minutes and I had to speak to two different individuals to get the activation completed
That phone broke while I was on vacation in MI As I needed a phone I went to the nearest *** and purchased the cheapest phone they had I was in the store for less than minutes and when the clerk finished the activation process
When I returned home I returned the broken phone and a few days later received a replacement I followed the instructions on the white sheet of paper for reactivating the phone (call *XXXXX, etc.) and I received a message my phone had been activated The next day when I checked by minutes balance on the web I was told that the phone number I was using, that appeared on the phone and was the same as the first phone number, did not exist I then began the tortuous task of speaking to your tech support people I was on the phone from 7:PM to 9:PM I spoke to four individuals, first no name no number, second *** #XXXXXX, third *** #XXXXXX and last *** #XXXXXX I only got *** after *** told me he would be unable to activate my phone that night and it might take up to days to overcome the problem He gave me a ticket number XXXXXXXXXX and a phone number for a supervisor, XXX-XXX-XXXX extXXXXXX
There is absolutely no excuse for such performance If I was told once, I was told times that "I am working on the problem, please stay with me" My question is, if I have given you all the information you need, and it is an internal problem you are having to overcome, then why am I still required to stay on the phone Get the info you need, get my phone number and when you get YOUR problem fixed call me
I will never call your tech support again I will recommend that nobody buy a track phone unless they can get the tech support they need from a brick and mortar store

I purchased multiple Straight talk services through walmart and have used both for awhileWhen trying to add an Iphone the company ran into issuesMy problem wasn't that they were unable to add it, my problem was that after weeks, phone calls and hrs of my time the company representative offered me a dollar unlimited plan for the inconvienceWhen my phone was shut off days later I spoke with *** who was not able to help and transfered me to *** who then transfered me to *** who then got the manager after an hour of wait time and much aggrevationThe manager *** *** came on the phone and refused to stand by what the customer service agent offeredShe refused to provide me with the courtesy minutes that had been give to me beforeShe refused to help in any wayI am now without service and need to find another providerI absolutely refuse to use this company or any of it's affiliates againThe customer service department is not only incompetent but absolutely unhelpful and they do not listen to the customer on the phoneThey simply ignore what is being said and talk over you
If the Trac fone and Straight talk managers are not standing by what their customer service offers how can we continue to use their services?

Live in the country and bought the phone at a local store 1/mile from my house figuring that I would have a good signal and at best it's terrible all the time have to walk around the house and yard to get a signal just to use itTried technical support and got nothingEven tried buying a better phone and the signal was even worseI feel it is deception to sell these phones in an area that they hardly work so buyer bewareTheir website forum is a joke as all problems submitted are not discussed,just says that they will take it off line and address it theirGuess they don't understand what a forum is for.To say the least my experience with the company and phone have been terrible!!

I ordered a phone and plan on Tracfone's online store on Dec 2nd, I notice that the plan was not what I was looking for so I cancelled the order the next day online. I was sent an email on Dec 2nd confirming my order and on Dec 2 & Dec 5th confirming my cancellation. I waited about nine days and emailed a customer service rep inquiring about the refund. I was told it will be returned in about 72 hours. Two more days went by, I called customer service and was told it would be another week. After about 7 business days, I still don't have it. On Dec 23rd I call again, this time, they can't find my info when I give them my Order ID #. I the give them my Request #, Return #, and the Phone's SKU #. Finally they find my order and tell me it wll be refunded in 30 - 45 days. I ask to speak to a manager, the rep on the phone tells me that she is a manager, I ask to speak to another manager and she says " I'm not allowed to transfer calls to managers". I ask, Why can't you transfer calls when you ARE a manager. (I just wanted to get an explanation about the hold up, because when they took the money from ME, it only took seconds). She mumbles something and tells me to hold while she "looks" for a manager. I waited approximately 5 minutes. She gets back on the line and says there no manager available. I hang up and call back. When the rep asks me what is my call about, I tell him that I just need to speak to a manager. He tells me to hold, this time I hold about 7 minutes. He gets back on the line and says that he will transfer me to a manager. I wait a couple of minutes and the next person that picks up is another customer service rep. He asks "How may I help you. I tell him, once again, I need to speak with a manager. He tells me to hold, I wait 5 minutes and he gets back on the line and tells me no one is available, and also states, my refund should arrive in 30 days, without me ever explaining my issue.
As you could see, this conversation with these reps just went on in circles ( I truly felt like an Order Number), No one I talked to couldn't or wouldn't explain why it's taking so long to get my refund and one rep would pass the buck on to the next without communicating the issue I was having. This has got to be the worst display of customer service ever. But what's sad is the fact that after I received my refund, I "would have" ordered another phone and plan. But because the of their lack of quality in customer service and in business altogether, I decided to take my business elsewhere. I'LL NEVER SHOP HERE AGAIN AND I WILL WARN MY FAMILY AND FRIENDS TO AVOID "TRACphony" AT ALL COSTS.
Sincerely,
Order # XXXXXX

I do not recommend this company for cell phone service. I purchased a smart phone from a local retailer with a card for 30 days 750 minutes and unlimited access. When I called to have the phone activated the representative informed me there was a problem with the card I had purchased and needed to put me on hold 3-5 minutes so he could research it. 5 minutes passed and the representative came back on and informed me he would be transferring me to a supervisor to help me. There was no mention of what the problem was with the card. The supervisor picks up the phone and says how can I help you"? I had to explain I was transferred to him to fix some unknown problem with the access card. I then was asked to hold he came back about ten minutes later and stated he was working to fix the problem and would I please continue hold. When he came back he said I have activated your phone your access needs to be renewed by August 12 to maintain service. (that is 16 days and I paid for 30 days!! ). In questioning WHY, I was told the retailer sold a "bad" card and has had numerous calls such as this. Because they want my business he would comp me 16 days. This was actually a conversion of the incompatible card which I purchased when I bought the phone. I mind you I paid $25 for a card that is non refundable. Consequently, I am out the $25. in all I cancelled the service and returned the phone to the retailer. The blame game is being played on a product with their name all over it and I am out of my money!!

THEY ARE HORRIFIC!!! HORRIBLE!! NIGHTMARES!!! "manager" LAUGHABLE!! SPEAKS NO ENGLISH…tells me she will NOT replace a ONE MONTH OLD PHONE that I purchased that since I purchased I have been texted NON stop from a 129 number!!! CHANGED PHONE NUMBER!! an hour later after new number in effect TEXTING HAPPENS AGAIN!! IT IS THIS PHONE!! THEY SHOULD BE SHUT DOWN!!

This is a business that does not respect customer's wishes. I've requested to be removed from their email list close to 10 times, yet I am constantly being emailed by their marketing department. They provide an "unsubscribe" option in their emails, but never remove you from their system. I shouldn't have to go out of my way to create filters in my email program to remove their constant spam.

I called today to connect my phone to an online account and spoke with a very rude representative. When I asked to speak with a supervisor or manager he said "how about I say no" when I asked if he was crediting my account with my minutes used speaking with him for over 20 minutes he said "how about I say no" when I asked if the phones were recorded he said no. When I asked for his name or tech number he refused and said he gave it earlier. He spoke in a different language for an extended period of time while keeping me holding for no reason.

Tracfone has the worst customer service I have ever experienced, bar none. Three weeks ago I called Tracfone customer service regarding a problem with my phone. The overseas representative tried some basic troubleshooting, then put me on hold - and I suddenly found myself talking to someone else who told me I shouldn't have been transferred to her, I was getting a new phone, and tried to hang up on me. Before she disconnected, I managed to get out of her that I could expect the replacement in 4-5 days. Two weeks later I realized it had never come, and I called back - and thus started a week-long saga that has included being lied to, being hung up on, blind transfers, accidental transfers ... after about a dozen calls I finally reached someone in the Miami office (XXX-XXX-XXXX) who - after more than forty minutes - told me that my phone was out of warranty and I would just have to buy another one. I asked for her supervisor, but she was (of course) unavailable, and so I left my work number, with extension, for a prompt call back. I didn't hear anything until eight hours later, when someone - not a supervisor - finally called. She claimed she had tried to call me at work, but did not have the extension number. And apparently was unable to use the company directory or ask the operator for my desk. Meanwhile, I received an email in response to one I had sent to [redacted] whose title is "Executive Resolution Department Manager", and she passed the buck to someone else... in the end, I got not one but two replacement phones. Why am I not satisfied when I received a replacement for a phone that was out of warranty? Many reasons. First, not one customer service agent ever asked for my name, nor used my name. This is unprecedented in my experience. Second, I never asked for a phone, nor expected a phone - but I was promised a phone, and it took a hellish experience to get that promise fulfilled, and then some. I inferred through something in one of the 50+ emails I exchanged with [redacted] and her assistnat that two phones might have been sent, and asked about it. I asked six times, and no one ever answered. No one ever apologized for the many many mistakes that were made, nor the hang-ups, nor the fact that it took three weeks, a total of at least a dozen calls, and those 50+ emails to resolve a situation that never should have happened. I will use up the minutes I was dumb enough to buy, and never, ever use Tracfone again - and I strongly advise anyone else with sense to avoid the company.

If you want to own a cell phone from this company think again. I say this because almost every time I made a call from the phone I owned from the company I would have my call disconnected or the person on the other side of the phone would hang up on me while I am trying to talk I would get dead air and that is when I look at the screen and find just the display. If you want to have a better cell phone company that is reliable then go with either Verizon or T-Mobile instead.

Get out of the auto pay with tracfone, they take it out of my bank account 3 to 4 days early, This is the second time, I have just cancelled the auto pay, the girl tried to tell me there was a mistake the last time, sorry I have all the paperwork, they will screw you if you are not careful, Once was bad enough, but twice, that's the last straw.

Tried to activate my phone today after a little over a month of inactivation. Ended up using my credit card and adding time to someone else's account since my phone number had been transferred to another person's phone. The *** system could not cancel the credit card transaction and I had to contact my credit card provider to dipute this - wasting over two hours of my time at this point.. BAD SERVICE! Why would you just transfer someone's phone number without notification? I am sure this is written in the fine print, but still - the customer resolution is very poor. Also - I found after I purchased the ZTE Android that it could not be used in Alaska when I was visiting my son. I realize that when you pay for cheap, you get cheap - but this is ridiculous. I am an occasional user, so thought *** was a good option. I will not be recommending *** to anyone and will be finding a new service. Money down the drain...

I have been a tracfone customer for over ten years. In 2008 I purchased a re-conditioned phone from tracfone. Aug. 2015 I upgraded to a new phone and called tracfone to transfer my number and minutes. Over the years I have accumulated 7947.70 mins, a total of 10:07:58 hours of talk time. They would only transfer 2,850 mins. to my new phone. May, sound impossible that I have so much time accumulated but I do not use my cell phone everyday as you can see by the hours I have used it. I only have it for emergencies and if away from home if I need to make a call. Between 5/19/15 - 8/2/15 I made a total for 8 calls. I buy a yearly card and tracfone installs the time. I have called tracfone twice and they will not give me the rest of my accumulated times. I get the impression they don't believe me. The last person I talked to did try to get the mins. transferred but was unable and she did call somebody higher up then her and she then told me they could no longer transfer mins from my old phone to my new one Why??... they are mine. I have been a satisfied customer for tracfone for all of those years but right now I feel like they have ripped me off.. I would NOT recommend tracfone. It seems I have to other recourse to get my mins...... that I have paid for.... back.. I will use the mins they gave me and then drop tracfone.

Last Monday I contacted Tracfone via online chat to transfer my phone number/days and minutes/texts/data ( all about 6,000 each) to a new Trafone. After the transfer (which was an ordeal by itself,) I found out that while all my days were transferred successfully, my minutes and texts were depleted to about 4,000 and my data was reduced to 0. After speaking to several people ( including a supervisor,) I was told that the amount after the transfer was the same as before the transfer. I don't know what else to do to get it back. I guess it's my fault for putting so many minutes on the phone. Is it wrong to feel like Tracfone committed theft?

Have had a TracFone account for years, with few problems. Starting last week, everything changed. Last week, I couldn't text, and had a Google popup every five seconds, so I called Tech (an hour)and she fixed it, but erased ALL my data. Spent 1 1/2 hrs restoring info. The next morning I couldn't call out and the Google popup was back.
Another tech call (another hour) and fixed. The next day, I couldn't call or text, so another call to the Tech center was made. She worked on it (another hour) and seemed all set.
The next morning I made a long distance call and my friend said, "You have a new number?" Apparently, the tech had changed my number, without asking or disclosing. This causes many problems as my cards and correspondence have the original number. I called Tech Center again and she said I would have to wait two business days to get it changed back. So this Monday morning I called Tech again and asked for a supervisor, who tried and then passed ** on to several other supervisors(?) They said I couldn't have my old number back. Had me remove the battery, reinstall, and numerous on and offs of the phone and holding for 3 minutes, again and again. (another hour) She said it was fixed. I cannot call nor receive. How many more hours and of time and frustration is worth the savings?
Am thankful that I still have my landline phone. How many years have I had it, without any problem!!!!!!
I think an iphone and another carrier are in my future.