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George of Dover OH (05/06/08)
My family and I have been Tracfone customers for years and found it to be a cost effective way to provide cell phone service when our 2 daughters were in college. Until recently, we have been satisfied with the company and the services they provided. Our satisfaction with Tracfone has now come to an end. Two weeks ago, I began the process of updating my wife's low end Nokia Tracfone to a Motorola W370. The process should have been simple; register phone, add minutes, present new phone to wife. It did not work out that way.
Today is May 6, 2008 and is the beginning of week three in this continuing saga. After 2 weeks and hundreds of minutes wasted on the telephone with Tracfone representatives the telephone is still inoperative. Approximately an hour ago, I finished a conversation with a Tracfone rep. and was told that my 3rd SIM card for this phone would arrive in 3-5 days and I get to start the process all over again!
I am amazed at the total lack of cooperation I have received from this company and am very disappointed that the cell phone manufacturers (mostly well known, established companies) do not step in and tell Tracfone to get their house in order. I am so tired of dealing with foreign service reps reading from prepared scripts that do not provide the opportunity for dialogue. Tracfone is ruining would could be a very good service industry.
Marie of Lawrence KS (05/04/08)
I received a tracfone as a xmas gift in December 2005. I tried to activate it, and it was seemingly activated, but I could never use the phone--never send or receive messages. At the time, tracfone had virtually no customer service. I called and called and called...busy signals for ever. Then a friend of mine said that he had bought a tracfone and it worked fine for his needs...about $15 a month and a phone when he needed it on the road or to coordinate friends...so I thought I'd try it one more time. So I got on line and bought a year service with double minutes...so 800 minutes for $150.21 with tax and all..less than $15/month.
I thought great. But as others have noted, I could not activate the phone. I was told it was because I had changed the 'calling home' so I accepted being in the town where I supposedly first 'registered' this phone that never worked. They said it would take an hour. Of course after an hour it didn't work. They said, well 3-4 hours...I needed the phone for a family emergency, and so this delaying tactic was not appreciated. They they said well 24 hours! All of these represent up to an hour on the phone and several times to the supervisor. They said they would have to send me a phone--at first they said 2-3 days, then it was amended to 5-7 business days, which really was not acceptable. By then it was late, and, I had family issues that couldn't.
So when I returned, the phone still not working, I tried to cancel the service and got the same run around described by other customers. I would never have signed up for the service if I didn't think I could use it very quickly... As earlier writers have mentioned, I would never have added the minutes if I didn't think I could use the phone right away. The phone works, it charges, it has its messages...but for some reason the 'SIM CARD' never worked. If I had bought it orginally, I would have returned it. but it was a gift. Now I am going to throw it out.
After almost 2 hours speaking to two people in 'customer service' and two people in credit card sales, and endless dragging of feet, I got my reimbursement. You'd have to be as tenacious and as willing to waste your precious time to make a point as I am to be successful. Pleading, threats, nice, and nasty...nothing works. I must say the workers were unflappable. Repeating the same platitude...may I put you on hold for one minute while I...and then another one minute, an then they start asking for two minutes...and even when I said I wasn't going to be put on hold again...they put me on hold. And I was angry by the time I started this last call. And I yelled at the poor woman. But nothing seemed to get through. The with the phone would have been perfect for me if it had worked.
Aggravation and loss of time. I earn over $60,000 a year, so you pro-rate the loss of 5 hours, plus the loss of the phone I needed.
Steve of Colorado Springs CO (05/01/08)
Attempted to reactivate a tracfone that had been idle. started on the web site. The first thing that web site asked for was teh serial number of the phone. It did not ask for the serial number of the SIM card. The web site took my money, but was not able to complete the process and referred me to an 800 number. I spent a tedious half hour on the phone trying to get activated. I described the screens, error codes, talked about how the phone had been out of service since 2006, etc. We entered the codes and I was told teh phone would be operational in an hour.
Next day no service, SIM card error. Tried to resolve with tech support. They could not, and wanted to send a new SIM card which would arrive in 5-7 days. Unacceptable. I needed the phone the next day. Asked for refund to my credit card. Was told their policy was not to issue refunds. I had to escalte several levels and after an hour and a half I got my refund.
I wasted several hours with these jokers. The serial number should have triggered a query about the SIM card and a message PRIOR to taking my money. The woman in the boiler room had no clue. I wasted several hours and now have to go out and get a phone.
Mary of Arvada CO (04/23/08)
I have been reading all these complaints regarding Tracfone, which I have also gone through. Practically exactly similar circumstances; ie; the long waits on hold, the foreign speaking customer service reps and the long wait for a supervisor...must take a long time from Columbia reaching a supervisor in the States. Anyway, I have my third phone I just purchased from Tracfone, but my husband's phone was due for more airtime, so I used a credit card online to order him the $19.99 card. He rarely uses his phone, so its hard to remember to get another card. Anyway, I got the information all typed in, sent it, but his phone has never accepted the time. I am beginning to feel very uneasy about having used a credit card, and wish I had read this site before I did that. But to make things even worse, suddenly their web site became unavailable...due to the heavy volume during this holiday season.
I kid you not...that is what it is saying today/last night, shortly after I paid for the time for my husband's phone. This is just horrible customer service. I also checked out their Net 10 web site, and it says its Busy. Perhaps this company just folded its tent and crept away in the middle of the night? I also read the message from the alleged employee of Tracfone, talking about how the customers scream, holler, yell. amd curse at them...well, heck yeah we do...if you were treated this badly you would too. One other thing I wanted to say, is to Len...you can understand their customer service reps? Wow...don't know how you do it...that is quite a feat!
I know what I am in store for tomorrow...making a phone call to ask why the time I purchased never went into my hubby's phone. I will take notes this time to see what ridiculous answer they give me. His time is not up until April 30th, so they can't say his phone is inactivated. I really liked the concept of not having to deal with a two year contract, and an outlandish bill, since we are both retired, and can't afford the high bills we had before with a contract company. I wish someone would look into this company and get to the bottom of their very poor customer service and the insane need to enter all those numbers when you need to activate a phone. That is just madness!
I will be out $22 this time, if hubby's minutes never get put on his phone, and will probably end up having to buy him a new phone too...his has no way to add airtime via the phone itself. We both had the same model and make of phone, but mine allowed me to add airtime through the phone. It costs more in your time and patience and sanity than I can even guess!
Patricia of Evansville IN (03/16/08)
I moved from Washington state to Indiana. I wanted a local phone number on my cell phone. Customer service with this company is ABYSMAL. I have spent several weeks, at least 10 calls (45 to 60 minutes each), talked to numerous supervisors, had promises of a new SIM card and new phone, entered codes -- and STILL have no service! It doesn't help that the customer service people 1) speak very bad English 2) constantly have to refer to a supervisor 3) put one on hold for extended periods of time 4) constantly apologize (I am so sorry for your inconvenience). All I want is a phone that works! I had no trouble with my phone in Washington, and hoped to continue service with TracFone. Judging from complaint websites, I am far from alone in this problem.
My blood pressure has gone up 20 points. I have spent easily 5 or 6 hours on the phone when I could be doing something more useful. I do not have a working cell phone, and the 51 remaining minutes on it are a $40 (or so) loss if I do not get service. I do not trust this company and think there may be a systematic effort on their part to defraud consumers, and leave them hanging until they give up in disgust.
Rae of Inver Grove Heights MN (01/21/08)
I purchased a tracfone(Motorola V170) to replace my previous phone that got wet and no longer functions. I have been trying to have my new phone activated and my previous number and minutes transferred to the new phone. I have been told that the phone was not scanned properly when I purchased it, so I have had to fax my receipt and serial number. I've done this 3 times to 3 different numbers and each time I call, I am told a different number. I have now faxed the information 4 times and still no active phone. This has been going on since 12/21/07. Today I called again and once again was told they have not received my information. So I have faxed it again. How can I get this resolved?
I have lost about 400 minutes of air time. Have no functioning cell phone and have spent 5 hours on the phone with TracFone reps over the course of 4 weeks.
Jack of Ferndale CA (01/17/08)
Since l/07/2088 I have made 4 attempts to have my Tracfone activated. Each time I'm advised to wait 24 hours, or 15 minutes, but my phone is still inoperable. Our account with Tracfone shows I have Tracfone minutes, but for some reason they are not available to me.
None, other than frustration
Demetrios of Astoria NY (01/13/08)
I purchased airtime over the phone (was traveling at that time) with my Amex card. After a few weeks I got a bill from Amex of $3000; someone gave up my card number and copied the card with a different name, but my card number below, and used the card a few miles from where the Tracfone company is! I only used this card for this transaction, so I know the Tracfone employees are involved. Consumers beware. By the way my phone number was double; someone else had the same number, and it was a big confusion! I will never never never--you know the rest!
George of Titusville PA (01/05/08)
I had owned and used a cell phone from Tracfone for a couple of years and then purchased a new Model folding phone. When I called to activate I was told it would take 24 to 48 hours for the activation to be working. Each call I made to Tracfone was handled by some one different, and when I asked to speak to a supervisor I was put on hold every two to three minutes. All I have received after 10 days was a duplicate ordeal of the first day I called. Today I was told that it would be at least another 72 hours. If I did not have $150.00 invested in this phone company, I would have given up.
Denise of Morganton NC (12/15/07)
I have had a Tracfone for several years for emergencies while traveling. The concept is perfect for me. But, there is a change in technology. The idea of dealing with their service depart. sends chills down my spine. You must plan on at least one hour and be in a very, very patient mood. In Sept of 2007, I bought, at a local Target, a new airtime card for 1 year of service and 400 minute of air time. This brings my available minutes to almost 1200 minutes. So I called to activate my new phone. 40 minutes. You have to wait for it to work. Days go by and still no service. I finally get my nerve up and call. It still doesn't work. I wait awhile, and call again.
Eventually, after talking to at least three people, someone finally tells me that the new Motorola doesn't work in my area, although they are still selling it in my area. They will send me a new phone, I must return the old phone. OK, I have to travel for Thanksgiving without a phone. Not something I'm comfortable with. I get the new one, and send back the old one. I called again today. Over an hour later, they tell me that they can't give me back the 1175 minutes they owe me without checking with their lawyers. I'll have to keep trying back - they can't contact me with the lawyers answer. 1175 minutes is a lot of money. Of course the receipt from Target has expired, the minutes are nonrefundable and I will travel for Christmas with no phone. I don't know about the others whose emails I read, but I'm going to cut my losses and go for another company. Of course, I'm in a target age group for Tracfone, 58. This is the age group where we don't want to be without a cell phone even though we might not need daily service. I also don't want to be terrified of calling my mobile phone provider because of the aggrivation. I won't go through it again.
Financial loss of 1175 minutes, cost of a new phone, at least 4 hours of lost time since mid-Sept. 2007.
Mary of Adams WI (12/14/07)
We bought a TracFone yesterday 12-13-07. We had it programed at the Wal-Mart in Lake Delton, WI. When we tried to use it it was programmed out of our district. I called the 800 number to get it straightened out. What a hassle. The person I was speaking to could not understand me and I could not understand him. I was so disgusted, I hung up. I called again later and got another foreigner. I asked for someone who could speak English that I could understand and was told that he was it. I asked where he was speaking from and he told me Columbia, Latin America. Well after a long and frustrating time, the first problem was cleared up. The other problem is that we purchased a card that was supposed to give us 150 bonus minutes, promotional code 53911. We did not get them and I would like to know why. Who do I call to find out how to get them added to the minutes already on my phone? Someone here in the USA, who speaks and understands English?
Sharon of Skanee MI (11/25/07)
I was contacted by Tracphone and told that the older phone (which worked) was not going to work in my area anymore so they would send me an upgrade. That's when my trouble started! I didn't receive my new phone, so I had to call them and was told I had received a phone. I nicely assured them I had not and that my husband was going into the hospital for surgery and I needed my phone, I received a phone. I next had trouble with activation: it would not activate. When I called, I was told the Sim card wouldn't work in my area, and they sent another. It would not activate, either.
I called again and was told the phone itself would not work in my area, so they sent another phone. This phone (Kyocera brand) activated with difficulty, and now I can only call two numbers, and the phone shuts off after 16 seconds. I will never recommend Tracfone. I had to borrow a phone while my husband was in the hospital, which was stressful--and to think that other person was without a phone.
Elyse of Los Gatos CA (11/12/07)
After I purchased and had my Tracfone five hours, and made seven calls to attempt service over a six-hour period of time, my phone is still not working. Tracfone won't even refund me the $19.95 in fees that I authorized to my credit card during the first phone call to start service. I returned to Tracfone, even though the first phone fell part after ten months of use, because Tracfone never did complete the transfer of my original Tracfone number to T-mobile service. I really wanted my original cell phone number.
I have had no cell phone for a period of 10 days since purchase. This cell phone and continuing with my same cell phone number is important to my credibility in business. My time is worth over $60 per hour, and I have spent 6 hours on the phone without being able to resume cell phone service.
Lorraine of West Point NY (10/29/07)
I bought a new Tracphone and was told that my double-minute pre-purchased plan would transfer. After waiting 30 minutes for an operator and an additional 20 minutes for the supervisor, I was told that the double minutes would not transfer; now I am out $61.00 for a new phone and $49.99 for the plan and another $49.99 for the old phone that I should have kept in the first place. I am sure that millions of dollars are being made daily by these people, and they will lose thousand of dollars from customer dissatisfaction. By the time the consumer realizes what's happening, like many other scams, it is too late.
The damages are primarily financial and will be social, as well. I live in the mountains, and most of the cell phone signals are substandard, but I thought I could count on the economic value that Tracfone represented; unfortunately, I was wrong.
Krisli Hyland of Occidental CA (10/24/07)
I have been a Tracfone customer for about three years. They e-mailed me to tell me your phone will become obsolete, you need to upgrade. The upgrade they offered was free, plus the old phone was due to not work, so what could I do? I asked for the upgrade. They sent a Nokia phone in about a week (reconditioned). After an hour and 55 minutes on the phone they got my old number and minutes transferred... great. But the new phone was not picking up any service. NO BARS. I called them back. 55 minutes on the phone, they tell me SIM cards will not work in your area, we will send you another phone. A week later, now the old phone doesn't work, the Nokia shows no service, I get a new in the package LG phone. I call to get it activated (after charging the battery overnight of course). Two hours to get thru to customer service. The lady tells me the minutes and number have been transferred, but it will take them 5-7 days to get the proper codes to activate my phone. I wait a week. I spend two more hours on the phone in order to hear they will have to send me a new phone. 4 days later I have a new, new LG phone. Charge overnight etc. Called and spent 2 hours on the phone. It will take 5-7 days to get the codes for your phone, they say. Forget giving me the old phone number! I say, Just give me a new number and activate this phone! Call us back in 2 hours, the supervisor said. I called back to hear, we will have to send you a new phone. I said, send me my money back, I have been without a phone now for over three weeks. We are not allowed to give refunds. they say. Right now I have FOUR cellphones: the original one, the Nokia with the SIM card, and 2 brand new LG phones. I am planning to send them all to the corporate headquarters, along with a detailed letter describing the hours spent on the phone and who I was privileged to speak with. All I heard from the Tracfone people was NO. No, they can't connect me to the tech department. No, they can't connect me to the Supervisor's manager. No, they can't give me the number of Corporate Headquarters. No, they can't make sure the phone works before sending it to me. No, they can't give me my money back. I have been without a working phone since the first of October, and I am looking at another 3-5 days before I can try a fourth time with a fifth phone.
Aside from taking a day and a half off of work (Tracfone is not open on weekends) and the sheer mental agony of repeating the same information six times in one day, I guess there is not much damage.
Timothy of Turner ME (10/18/07)
I have been with Tracfone for 8 years. In my wireless service area, they use U.S. Cellular as their local vendor. About 2 weeks ago, they sent me a letter and telephoned me on my landline at home that I needed to upgraded my personal cell phone to continue their service. Last Friday I received their Free Cell Phone, and it was delivered at my home by DHL. I had purchased many Tracfone cards and my prepurchase agreement assures my cell phone number with them through 2010. WHAT A NIGHTMARE to transfer my current cell phone number to a new free cell phone provided by Tracfone!
IT HAS BEEN A WEEK. Still no cell phone service. I checked online and my case has been "closed" and if problems, I was to call. I did, many times during the week, and was on hold for hours without resolution, getting only a recording. I ended up going to a different and better service but lost my prepaid Tracfone monies and minutes, plus lost my long-standing phone number and contacts for that number. My Tracfone number, however, is locked into through 2010.
Phil of Southport ,NC (10/07/07)
I bought a new Tracfone from Dollar General. I finally got the phone activated, but the 60 minutes I purchased have never been added.
I have tried online, through Tracfone, and by regular landline, but nothing works. It says that minutes will be added shortly, but it never happens.
Yesterday I bought another regular cell phone that is paid for monthly. This is the only way to go.
Gail Chappell of Lamar IN (10/05/07)
The same as Jim from Texas. I was trying to re-activate my sisters phone. To make a long story short, it has been a nightmare. I've been on hold for 16 to 35 minutes. If it says 15 minutes, expect a 30 minute wait. I've talked to several techs and their supervisors. I did finally got the minutes entered on the phone, but it still says No Service
Just very stressed
Karen of San Jose CA (10/02/07)
We purchased a Tracfone at Target on 9/9/07 and activated it that same day. It was a promotion for $99.99 which gave you a Motorola Tracfone and a 400 minute airtime card, plus 20 extra free minutes if card activation done on-line. After using just 34 minutes of airtime, per the cell phone call history of both incoming and outgoing calls, the balance of the airtime disappeared. I attempted to call the 800 number listed above at least 10 times in the last five days. I either wait or am never connected, disconnected before ever getting a live person, or told there is such high call volume that I can't even be put on hold. This is all through an automated system. Today I waited on hold for 104 minutes, after being given an expected wait time of 30 minutes, and finally gave up again. We have tried to request help on-line but we continually are confronted with server error and can't get any further. I want my 386 minutes of airtime back or a full refund. There is absolutely no customer service available.
I am without a cell phone because there are supposedly no airtime minutes left. I am also out $99.99 plus tax = $102.35.
Shannon of Glendale Heights IL (10/01/07)
I've had my current phone for almost a year with no problems. I recently attempted to use the TracFone to extend the service date on my phone, only to be informed that there were technology incompatibilities with the model of phone that I use and that no time/units would be added to my phone. A replacement phone was offered free of charge, and I was told that I would have to call Customer Service when the phone arrived to transfer my number and mintues. The phone arrived okay, but after being on hold for almost 30 minutes the Customer Service Rep told me that there was a problem with the SIM card and a replacement would be sent free of charge. I was approaching the end of my service and asked if I would lose my number if the SIM card didn't arrive in time. I was told that the number and remaining units would transfer because the phone upgrade was required by TracFone and was not optional. When the SIM card finally arrived, I called TracFone again to transfer the units and phone number. However, this time the Rep Sherry informed me that I had lost my number because my service had expired. Also, because my number was not active, they would not transfer the minutes from the old phone to the new phone. When I complained about being penalized for a phone upgrade that was required by TracFone, I was told that it was not a required upgrade. I then said that, since it wasn't required, I would continue to use my old phone so that I wouldn't lose my minutes. I was then told that my old phone could not be reactivated due to incompatible technology. She thanked me for calling and hung up before I could continue the conversation. I called back and, after another 30 minutes on hold, was routed to another Customer Service Rep. As I explained the problem, I was given the same responses - almost word-for-word. So, needless to say, I have lost my number and almost 700 minutes.
I've lost $100 for the airtime and a bit of my sanity.
Kay of New Paris PA (10/01/07)
I ordered phones, my credit card was charged, and I did not receive the phones.
I wasted hours on the phone and was charged for something I haven't received.
Cassandra of Hampton, VA (08/24/07)
My son has gone through three Tracfones. The most recent phone just stopped working, says NO SERVICE.
Tracfone said wait 48 hours, turn the phone off and then back on again. Well that didn't work so we bought another phone and called the 800 number to get the minutes from the old phone transferred to the new phone, and transfer the number. Well, the call went to someone in India or someplace. Right in the middle of the transaction his "Go Home" bell must have rang because he started acting like he couldn't hear me. He just kept saying, "thank you for calling TRACFONE, this is Darren may I help you". I hung up and called back and they were closed!
It angers me that American industries outsource to foreign companies that really hold no liability. I will not purchase from companies that outsource their customer service to foreign countries.
Deborah of Hamilton, OH (08/24/07)
I've had a cheapie, reconditioned Nokia Tracfone for a couple of years. It performed well, never had any problems with battery life, adding minutes and time accurately.
Stupid me, I had to have a camera phone. I got the LG 225. It arrived quickly, I sat down today to activate it and have my phone number, minutes and time transferred from the Nokia to the LG. Six hours later, I now know that I have a bad SIM card in the LG.
I need to have Tracfone send a new SIM card, was advised that in order to have my minutes and number changed, I will have no cell service (not even to check messages from a landline) for 48 hours. That's IF the new SIM card works.
I'm thinking of sending the LG back. Their customer reps obviously read from scripts and they do not have any technical training. I understand nearly every accent on earth, but the accents at Tracfone defy comprehension.
Marsha of Belcamp, MD (08/24/07)
I think this company is a nightmare. I have had a prepaid phone before with AT&T, so I know how this is supposed to work.
First, I was sent a reconditioned phone, not what I ordered on their website. Second, it can take up to 24 hours to activate. My AT&T phone was activated instantly. I received 2-60 minute cards when I bought the phone. I activated one of them when I activated the phone. That was on August 20th. It is now August 24th and no minutes.
When I called customer service on August 21st, I received a 30 minute wait time, which is ludicrous. I got disconnected and when I called back, I got a message saying, sorry we are busy, call back later. I emailed them and got a message last night from someone who barely spoke English.
I am done with this company. I spent $20 for the phone and minutes and the aggravation of dealing with this company is not worth it to me.
Daryl of Bend, OR (08/23/07)
Ordered a Tracfone on 8-17-07 with an 800 minute card and one year service. Phone arrived promptly in 3 days but would not activate. After a frustrating hour with their service dept they determined the phone was defective and would send another.
The second phone arrived in 3 days and was physically defective as the menu button would not work. Another hour on the phone with a foreign-speaking service rep, whom I could barely understand, kept me going through an endless round of holds, promises to transfer me to a supervisor, and the eventual promise of another phone after I spoke with a supervisor who mysteriously would never appear.
I finally said to cancel the process and send me a refund. Was told no refunds were allowed. I said that I didn't allow defective merchandise to be repeatedly delivered to me either, and bid the rep a pleasant day as I hung up. Thereupon I contacted my credit card company and proceeded to write them a letter outlining exactly what had happened and that I would appreciate the charges being reversed for cause.
Stephen of Austin TX (08/08/07)
I puchased a phone from tracfone about 4 weeks ago. When I attempted to use the phone one day I could no longer receive a call. It seems there was a problem with the assigned phone number.
when dialing the phone number you would receive dead air..no ring and no voice recording. I explained all this to cusomer support and was told to go thru several tests for the phone. I explained that this was a phone number problem. I was transferred through three departments to finally get the phone fixed. The CRT Department rep whos first name was Melody had a severe phone problem. I would constantly get static and her voice would break up when trying to explain the problem.
I requested a new phone number for the phone but they would not do this for me.
It took me about an hour to resolve this problem..a lot of needless testing to see if it was the phone.
Patricia of Sarasota FL (07/23/07)
My Phone Number was ARBITRARILY INACTIVATEDby TracFone. I've had the same phone number for about 3 years with TracFone. In May 2006 I purchased a new TracFone and asked to have my phone number transferred to the new phone. It took them nearly a month to make the transfer but it was finally done and my phone was working fine until 7/20/07 when my phone displayed Unregistered SIM. I phoned TracFone. I was disconnected after a 10 minute wait on a first call and had to wait another 15 minutes on a second call After 2 phone calls and nearly 90 minutes, here's what I learned.
According to TracFone,
1. my phone number - that I had last used 0n 7/19/07 - has been inactive in their records since 2006.
2. my phone number is not available for transfer because it may have been given to someone else
3. my minutes are available on a different phone number - a SIM card not on my phone
4. there's nothing they can do
This has been my BUSINESS phone number on my current TracFone since May 2006. I added minutes to the phone in January, 2007 and currently have over 300 units - now unavailable - that don't expire until July 2008.
MY CLIENTS CANNOT REACH ME on my business phone! All my business cards, letterhead, promotional materials etc. have this phone number. Everything I do online has this phone number. It is a great loss of my time, money and potential business.
Jan of Tulsa OK (06/15/07)
Received automated call that TracFone sending new phone due to upgrade in area. Said to call them for instructions. Took 4 days to get through due to heavy volume then placed on hold for 25 min. Then cut off. Repeated 6 times before getting through after 45 min wait. First rep had no clue as to why I was calling. Was on phone with her 45 min. Wouldn't allow me to speak to supervisor.
After another 10 min she put me on hold for supervisor. This took 20 min. Was told would receive phone in 3-5 days. Rec. it after 6 days; called to activate. Same problem getting in and took 3 days this time. Rep tried to activate phone but said couldn't keep existing air time or existing phone number.
During activation process, I was cut off. Called again (same time problem). Rep said other rep had actually activated the phone but yes, we could keep same number and existing air time. BUT would have to send me another SIM card. This took 5 days. Called again. They'd sent wrong SIM card. Waited 4 more days. Received SIM card today.
William of Arden NC (05/04/07)
I pre-paid my time online via a credit card with TracFone TWICE and I can't get the cell phone to activate. The activation procedure is EXTREMELY complicated, but I'm sure I did it right. When I call their tech support line it is simply voicemail hell. After many tries, I finally found an option to speak with a live person. Surprise, surprise -- they say via a recording that they're closed and to call back during normal business hours. I'll bet a fortune I'm on hold forever tomorrow. I'm out over $42 on this, but I've learned my lesson. The only thing that's easy to arrange with them is a credit card payment online before you (don't) get the service. Never again.
Debra of Easthampton, MA (03/05/07)
I bought a new airtime card for $20 and when I went to enter it into my phone, something ive done several times before, I kept getting a message that the service was unavailable and to try again later. I tried tech support via phone and internet and got absolutely nowhere. By phone, I kept getting a message to try later and by internet, the instructions were unclear.
There seems to be no way to speak to a live person or even a spot to write them an email. To make matters worse, I must add airtime by midnight or I will lose my bank of minutes I've saved and my phone number.
Sarah of Greensburg PA (02/27/07)
I recently purchased a tracfone off of ebay. I didn't know but the model happened to be an older model from 2 years ago. When I called to activate it, I had some problems. I must of called about 5 times to activate it. The person on the phone was willing to send me another but I didn't like the models that they had offered me. I had spent 100 dollars on this phone and I was a little upset. Unfortunatly I wasn't able to get a refund.
Len of Brown Deer, WI (01/25/07)
I have used a Tracfone as my portable emergency phone for a year now. I can call out, folks can call in and in general, the service is noise free and reliable.
However, I cannot update my airtime without calling their call center. The computer addition of airtime ALWAYS leads to a "service unavailable" message on my phone. Repeated attempts always lead to this message. Their service people are very helpful and their English is fine, but this is the only way I can update my card.
My phone voicemail worked once for a few days and has never worked since. They are still working on the issue, after my most current complaint. And, text messaging has NEVER worked either. I would like to get what I pay for.
Martha of Cincinnati, OH (01/21/07)
In October, 2006, Tracfone failed to notify me when my time expired. I added airtime after my phone quit working, but my number got changed. After that I could never get voice mail set up again, despite MANY, lengthy calls to them.
Each time they claimed they were resetting something, and that I should try again. I know how to set up voicemail because I did it on two Tracfones - this one before the number got changed, and one I had before. But once they changed the number on me, everything changed.
Karen of Lewisville, NC (01/07/07)
I have been trying since 1/1/07 to activate the 2 new tracfones that I had purchased online. The website states "Sorry, there seems to be a problem. We are unable to process your request at this time". It has stated this for SEVEN DAYS!
Not only am I out for the cost of the two phones and accessories I bought, but the total aggravation I have sustained these past seven days is incalcuable!
John of Beltsville, MD (01/07/07)
What is going on with Tracfone?! I have been complementary of Tracfone's products and (customer) services up to this point. As of Christmas 2006, however, I wonder if they're even in business.
I purchased a phone for my wife and promised I would set it up for her. Since Christmas I have gone to the website; it take me to a certain place (e.g. personal info or zip code) then it kicks me out. My experience with the 1-800 number of Tracfone has been even worse. The recording states that it doesn't understand my response and ends my call.
So I have yet to speak to a single Customer Service person since purchasing the phone. I am forced to consider that either the company has gone bankrupt and is no longer viable in 2007 or what else?
Rock of Round Mountian, CA (01/04/07)
I purchased a Tracfone and a 60 unit prepaid card. After several failed attempts to activate the card, both on the Tracfone internet site, and their 800 number, I telephoned the 800 number for assistence. After trying several times, and getting nothing but recordings and disconnects, I finally talked with a real person. The person I spoke with was not fluent in English, and had obviously dealt with the same issue before. When I asked to speak with a manager she hung up on me.
During the conversation I was respectful and polite, but did not receive the same treatment. I believe Tracfone purposely cheats customers by doubling up unit charges and voiding prepaid cards. They make it impossible for customers to complain by stopping all contact at the lowest level.
Tammy of Pueblo West CO (12/17/06)
I had an old Tracfone and received a new one for my birthday. The old phone had 200 minutes. I was told I could transfer my number and minutes. After 90 minutes and entering code after code after code, I still had no service. The next day Tracfone said I couldn’t keep my number, but would receive a new "SIM" card by mail. I sent an email to Tracfone explaining the situation and asked them to over-night the card, but they said NO.
On Dec 12th, I called and explained the situation, and they quickly sent the card. After 30-40 minutes of talking to Tracfone and entering numerous codes, she said the phone was activated. I could not make a call, but did have a new phone number assigned. I asked for compensation and said there was no record of our agreement. They gave me 1 MINUTE and 2 DAYS of extra service.
As of Dec 17th, I have "no service". Tracfone's customer service is either closed or hangs up on me because they cannot take my call. I can find no reference to what the SIM card is supposed to do. When entering a number to store, I'm asked to choose SIM or phone. Neither one will save the phone number. I'm stuck with NO CELL PHONE. This is sheer frustration!
Juile of Chigaco IL (12/11/06)
I recently misplaced my contracted cell phone and needed an immediate replacement. As a temporary solution I purchased a prepaid Tracfone. Here is my experience: 1.) It took over 24hrs for them to turn on the phone. 2.) I was never able to use the minutes I purchased. 3.) Over 3 days they NEVER responded to any of the 3 emails I sent them. 4.) It cost me minutes to call their customer service line. 5.) After speaking to 2 customer representatives who both confirmed that Tracfone had a record of my purchasing minutes, I still have not received any minutes. 6.) It cost me additional money to find that I had indeed purchased my minutes and not received them.
Sandy of Colonial Beach VA (12/06/06)
I purchased a Tracfone via the Internet for $99.00 which included 1-year air time card + 250 minutes. Activated the phone along with the air time and minutes just to find out that it was defective. I called Tracfone and all my minutes and the 1 year was removed from that phone to be added on the replacement phone which I received on 12/5/06. Called customer service to activate the replacement phone and was given codes to put in the replacement phone but the screen only came up with 2 months of service instead of 1 year. When I told him there was only two months of service on the phone he hung up on me.
I called all evening from 6:30 to 9:30. I was either put on hold saying they needed to speak with their supervisor or hung up on. Same thing today when I called. When I gave the guy the serial number he repeated a completely different number back to me. This has been the worst experience that I have ever had. I have filed a report with the Better Business Bureau and I am going to send both phones back and demand a refund.
Jeffery of Warner Robins, GA (11/24/06)
Received a Tracfone as a gift. Tried several times to activate over the phone, but even with repetitious code entries and the wait 24hrs lie, phone still not working. Obviously good money was paid for this piece of worthless TracFone junk, but the company doesn't care.
I have had it 3 days and still can't get their free minutes to activate. Keeps showing no service when I try to make a call.
Maya of Ann Arbor, MI (11/23/06)
I have had the same tracfone for several years. Recently I added new minutes with a new card and my telephone number, formerly local, changed to something gosh knows where.
This is really inconvenient for many reasons. Why should we have to remember new numbers and communicate with our friends and family with surprise numbers? Also, I have no way, thus far, of checking my voice mail or of even recording a greeting. And I am getting all kinds of strange calls, daily, using MY minutes, from people, I guess, who were accustomed to this number I now have.
There cannot be a price put on this kind of inconvenience. Even the stupid code entry process, entering 7 or more extremely long codes just to get activated, is a pain.
Thaddeus of Corsicana TX (05/03/06)
Attempts to activate minutes purchased on line failed. Customer assistance determined the phone was defective. A replacement phone was sent(case #11504112 was assigned). Received phone 4/26 but without a SIM card to activate.(4/26 Spoke to Maria) A SIM card was shipped (case #11542713 was assigned). The envelope arrived without the SIM card, another SIM card was shipped.(5/03) Checked on status and spoke to Gretchen about case# 11542713 her response was that package should arrive today via DHL tracking #31700439385. Subsequent investigation revealed that this number was assigned to the shipment of the original empty package that was supposed to contain the SIMM card. The original minutes purchased indicate they not valid when I try to redeem them for another phone.
I have lost $32.00 for the purchase of time (minutes) that are invalid not to mention the loss of the use of phone. These practices skirt very close to being fraudulent and I see little recourse for complaint other than this method as Tracfone's website is useless for anything but making purchases. Their phone bank is manned by staff with accents that are barely understandable and offer no recourse for resolution.
Lianxi of College Station TX (04/20/06)
I should have read the complaint before I ordered the tracfone online. It's a nightmare. It tried several time to activate it online abut failed then called 800 number. The responding lady has some accent but nice to me. She tried to active it several times but failed too. Eventually she told me that they could do nothing about it and didn't know what I should do the next except that she couldn't give me another phone. Read the instruction coming with the phone it says that it has 30 day money back warrenty but I have to pay shipping & handling fee and $10 for restocking.
Susan of Kirkwood MO (04/14/06)
Nothing. I have been trying to get my Tracfone activated for two weeks. It is the same story over and over. I'm told to do this, do that, wait 24 hours and all will be well. All is never well. This is the worst consumer experience I have ever had.
The consequences are TIME LOST, continual AGGRAVATION, and probably, as I'm about to give up, $99 I paid for the Tracfone
Neva of Humble TX (03/03/06)
I bought a Tracfone & prepaid phone card as a 2005 Christmas gift for my mother. I purchased them from Tracfone's website. From day one it has been a nightmare trying to get it activated. It took 3 to 4 attempts and my husband getting involved to finally get it activated and a phone number issued. (They refused to give me a refund because I had purchased it in November and the 30 days were up by Christmas time.) Guess what? The phone number they issued is also the cell number to another individual. His cell and my mother's cell ring at the same time!
I once again called Tracfone and was issued another phone number and 24 hours later it isn't working either! When you dial the new number it goes directly to a voice mail and says the number isn't a working number! I am sick of dealing with them. Every time you call you reach a tech. support person employed in another country with a heavy accent who does not seem to know their right hand from their left! I would NEVER recommend Tracfone to any one!!
M. of Dayton NV (03/01/06)
Bought tracfone with Motorola C155 package from Wal-Mart, activation by computer took 1/2 hr. then last page said it "failed try over", but page wouldn't let me re-register the IMEI number. Called the 800 number and they actually got it working that night, then next day phone display read "Searching,...please wait" It still reads that and none of the function/menu buttons on the phone have any affect. Cannot call out or receive calls...no way to program phone as buttons don't work.
Another 20 min. call to a foreign country and was told "we'll fix in 3-4 Hrs" Now 9 Hrs. later, no change. Called Motorola, they say bad Sim card from Tracfone. This whole system is bogus and warrants no more business or wasted time with them. Will try for refund from Wal-Mart and go with a conventional cell phone plan...maybe!!
Steve of Plainfield IL (02/07/06)
I purchased a tracfone due to the birth of our second child. There was trouble activating the phine, so I called customer service. After being hung up on for over a week, I began emailing. The emails told me to call customer service. Once I got to speak to someone, the problems did not get solved. I was told " give it 4 to 24 hours to see if the programming worked." Well, I finally gave up, and bought a phone from their competitor. The back and forth with tracfone lasted nearly two months.
Frank of Hilltop MN (01/31/06)
I purchased a tracfone for my father for Christmas. I tried to activate it and it didn't work so I called the customer support line. I was told this model did not work in this Zip Code and they would send me a replacement and I could send this one back to them. Received a remanufactured phone as a replacement for the new phone I had bought. Tried to activate it and it didn't work. Emailed support and was told phone didn't show as being activated and to try activating it again.
I tried to activate the phone again and waited 24 hours. After 24 hours I called the number given to me for the new cell phone from their web site in the activation process and got the voice mail message of some lady I had never heard of. The number they had given me during activation for my fathers phone was somone else's phone number! I've tried to dial out on it and get an automated message from Verizon saying the number I'm calling is not part of the Verizon service? I've emailed them twice about this and have received no response.
Ann of Powhatan VA (01/17/06)
Was given a tracfone as a gift when I tried to activate I was told it was not comptaible in my area. I emailed tracfone and was told they would send me one and never did and that I would get instructions on how to return the other one. I have yet to receive either.
Harold of Ithaca NY (01/12/06)
i purchased a tracfone at KMART and was advised to buy minutes on line. in order to access minutes screen and obtain special activation nuber credit card info and payment are required. i spent $97.00 for a year plan .the NOKIA phone would NOT display the enter message . i could not return to a cancel transaction screen all call for a 24 hour period to the 800 # are not answered. i retuned the phone but tracfone will not reimburse my $97.00.
Renee of Bklyn NY (01/06/06)
I brought a new phone on 12/28/05 and as of right now the phone is not activated. Customer service if you can get through is one big joke. They give you codes to enter and the phone still does not work.I have been a customer for several yrs and have never experienced such bad service.
Kate of Montgomery, NY (11/4/05)
I purchased a Tracfone and phone card from Wal-mart that I tried to activate online unsuccessfully. I was told, during the first of over 20 phone conversations that there was a problem with the phone, but since I could not return the $129 card for reimbursement I had to order a new Tracfone. Then I spent hours trying to get service started. Each time I was told to wait 24 hours, 48 hours, 72 hours - that was when I could reach and was not told by an automated message to go to the website before getting cut off.
I had to order a new "Sim Card" as that was allegedly the problem at one point and had to take a half-day off from work to sign for the delivery. Again, it wouldn't activate. I still have no service after weeks and they want me to do the same song & dance of punching in codes and waiting 24 hours in perpetuity. I'm done and want my money back.
Damages: Lost $104 for the phone and car charger that is useless to me & $129 +tax in airtime minutes. Lost work time and spent about 22 hours on the phone with this bottom drawer operation.
Carrie of Laurinburg, NC (8/31/05)
On 08/03/2005 I purchased a Tracfone. I could never get the phone to activate because the sim card would not work in my area. Target refunded my money for the phone but I still had the prepaid minutes card which is non refundable. I knew that but I thought I could use them on another Tracfone but I can't get it activated.
Tracfone gave me a number to fax the receipt, serial and pin number from the card but my faxes (8 of them) either get a busy or no answer signal.
Arthur of Indianapolis, IN (8/4/05):
I purchased my Tracfone airtime card on Friday July 29, 2005. Since that
time I have been in touch with Tracfone on three (3) different occasions to
try to activate my airtime. I would spend approximately 30 minutes each time
pushing a great amount of numbers to try to activate my airtime. None of
these attempts have been successful.
It is Tracfone's policy not to issue refunds, but it seems to me it is also
their policy to accept payments without producing the purchased product. As
a consumer, I would like to see this company be given a complete
investigation into their business practices.
Rosemary of Madison Heights VA (10/13/03):
Purchased phone in Lynchburg, Va on 9/21/03, tried to activate, would not activate on website, called 800 number, talked for 45 min to a representative who finally told me I had to send phone to Florida to get a replacement. Was told by representative that I would have another phone within 24 hours of receipt.
Sent phone on 09/25/03 arrived on 09/27/03 no phone received by Friday 10/03/03, called back spoke over 30 minutes to a representative who had trouble locating my phone. finally told me that the phone had to be reprogrammed and I would have one by Wednesday 10/08/03. Wednesday rolled around and no phone, called back on 10/09/03 stayed on phone for almost 2 hours, could not locate my phone even after I gave them the serial number, the RMA number, the insured number and my name.
Was told I had to fax all the information that I gave them over the phone to them, I tried to fax the information and fax would not go through on 10/09/03 or 10/10/03. no problem on my end, problem on their end. E-mailed company also on 10/10/03. Called back again on Friday 10/11/03, started to get the same runaround and finally told them I was fed up with this and I would inform the Better Business Bureau.
Monday 10/13/03 finally got ann e-mail reply stating that they had tried to call me and no response, told them that I had been home all day and no phone call from them had been received. Another e-mail sent from company sent stating that no they had tried to call Friday. told them my husband had been home all day Friday 10/11/03 and he had received no phone call and I had been at work all day Friday and no phone call received. Finally after several e-mails back and forth I get a phone call from the company, the person on the phone did not know anything of all the calls I had made to the company and that if I wanted a refund I had to send my original sales receipt.
I might need this receipt when I go to Small Claims Court. Told them I was sending a letter with all the information in it showing date bought, all dates of phone calls and persons talked to, along with all pertinent information. I only wanted a cell phone for a three-month period as I was traveling quite a bit in that time frame and was worried if I broke down.
Damage Resulting: no phone received, lost $80.00 for cost of phone, $40.00 for cost of air time card that I never used and cannot return to store, cost of $6.05 to send phone to Florida, cost of $3.00 x 2 to send certified letters to Tracfone and to Better Business Bureau in Florida, cost of my time.
Jim of Ponca City OK (3/9/03):
Using two different computers I tried to activate a new phone at Tracfone.com. The first time I got through a few pages before it would not allow me any further, giving blank pages. Then the site got the jitters. When I would mouse over an item everything would start to jump and flicker. I did have time to email them from within their site before my system locked up. After that I could no longer access any internet service. I would get online but my internet advisor had been changed and I could not access it because somehow my passwords have all been changed! I am now on my second computer and still can't get to their web site without it locking up.
Desiree of Lancaster TX (7/17/03):
My aunt gave me the phone for a birthday present. When I tried to get it activated it didn't work. I called in to tell them and they told me to send it in. It's been over two months and I call just about everyday and they tell me that they are working on it, or that it's in the warehouse. They told me over and over that they would call me back with information, but I have never heard from them. I have wanted a cell phone for a very long time, and when I finally get one it's taken away to be "fixed" and I never see it again.
Ellen of Carbondale IL (3/26/01):
Bought a TracFone cell phone. Could not get it activated. Registered online for free minutes. Getting the runaround on that. Promised free minutes when it worked. Spent a whole week trying to figure out what was going on. Spent hours every night and was lied to by everyone, until I mentioned "fraud", "FCC", and "Attorney General's office". They have a rebate that I am sure I will never see, either. There is something VERY wrong here.
I still am out $30.00 rebate, 10 + 20 free minutes promised, and I spent HOURS every night after work just trying to get activated. Even called retailer (Staples) that didn't care nor stand behind product, offers, etc.. TracFone's literature promises activation in 24-48 hours. HA! Toll free C.S. line has 30 minute wait times when us working slobs can call. I think it is a racket.
Pam of Naples NY (1/10/01):
I received a Tracfone and have been trying to activate it for 16 days. Calling the only 800 number provided (24 hour service 7 days a week) gives you a recording to call back in 60 minutes. Even at 3AM that same recording is received. Does anyone really work there? They can't possibly have that many calls at 3AM each day. How do you get this phone connected?
Liane of Hudson WI (12/28/00):
I purchased a Tracfone on 11/24 for a x-mas present and Dec 25 until now I have tried day and night to activate this phone on the 800 number. I have also tried several times to e-mail the company. On the 800 number it is 100% IMPOSSIBLE to get through and no one returns the e-mails. The answer message on the 800 number explains due to the holidays they have more than normal calls and to try back in 60 min. or if you are lucky to get further the phone disconnects. I don't believe that this can be possible for the amount of times I have called.
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