Complain about a product or service

TracFone - Defective Phone

TracFone • Missing minutes • Activation problems • Can't get local number • Defective phone • Network problems • Lost the phone • Advertising, promotions • Rebate problems • Inside Trac --- News • TracFone Pays $50,000 for Violating Missouri's Do Not Call Law

Sydny of Chandler, AZ October 10, 2009

Purchased Tracfone for my father in 2006 and would purchase one 100 card per year and no problems UNTIL the phone needed to be replaced. Paid for a phone card in January 2009 and had to purchase a new phone April 2009. Had phone number and minutes transferred to new phone. New phone wouldn't make outgoing calls and minutes transferred didn't transfer. Called Tracfone, and after an unreasonably long hold time and another 30 minutes trouble shooting I was told I needed a new SIM card.

New SIM card arrived but I couldn't activate because I needed to purchase an airtime card in order to activate. called Tracfone, and waited about 20 minutes on hold; I finally get a CSR and explained my issue, that I had purchased a 100 card a few months before and won't even use those before they expire, AND the phone problem was *their* issued not mine. I got no where and ended up purchasing a 25 airtime card, this card was supposed to extend my service from January 2010 to June 30, 2010

Phone was working but still did not show my transferred minutes and showed by end of service as August 28, 2009. I called and was assured by the CSR that despite what my phone was reading, my service was good until June 2010. July, unable to make long distance calls. Called Tracfone on several occasion over the next 10 days trying to get issue resolved. Never did and gave up.

August 28, 2009 my phone would make or receive calls! Called Tracfone yet again. Was told phone would be working within the hour--never did get an answer to my question about why this happened and how to keep it from happening again. Four hours later, phone still is not working.

Called yet again. I kid you not; I spent 30 minutes waiting for a representative. Transferred to three different people to try and get phone issued resolved and phone working; was now being told that they (Tracfone) put my phone on the wrong carrier (apparently they use GSM and CDMA carriers) and I need another new SIM card!? Not sure I buy this story. I ask if I am going to be required to purchase yet another airtime card and was told "no", I guess not all I can do is wait. .BTW, I spent an hour and 43 minutes on the phone trying to get this resolved.

During my last phone call to Tracfone I asked for a refund on my minutes since they seemed to be unable to provide the services that I paid for and I have giving them multiple opportunities to correct the problem. They completely ignored my request. Defiantly will not be purchasing any more minutes or using Tracfone once this is over with and will tell anyone who asks to go with another company

Akia of St .Albans, NY October 7, 2009

I ordered a new tracfone and was unable to use it.I asked for my old tacfone number to be transferd to the new phone it was never transferd. Each time that I call tracfone I am put on hold for long peridos of time,when I am, able, to speak to a represenative no one is able to fix the problem.

Katy of roch, NY October 4, 2009

Once upon a time, I had no problems with our trac phones. But now we are talking nightmare city. One phone was defective (sorry-nothing we can do) One phone had a defective battery (sorry). The Web site never works, there is never any response to any complaint except for computer generated generic responses.

Need to add time? At least 3 hours on hold, another hour to enter a number of codes etc. Or you are told that the time will be added "within 72 hours". This has never happened, three more hours on hold. I've tried to add minutes directly to the phone (has never worked) and via the website (also, has never ever worked). Often you are just disconnected when the customer service rep cannot understand or speak english. Disappearing minutes? You bet, from the phone that broke, one week after adding a 60 minute (double min) card.

I've probably lost at least 100.00 via defective phone/defective batteries and lost minutes. Not to mention the frustrating exercise of trying to get relief via customer service, (via phone) or the web site. They claim that the web site is always undergoing "maintenance" Ummmm 20 times? One customer service rep told me that they prefer to add minutes via credit card purchases. Yeah, I'll bet.

Michael of Lake Charles, LA October 4, 2009

My wife purchased a TracFone approximately one month ago, and since she received it she has been unable to place or receive calls with it. We have made several calls to their customer service line, each time spending more than an hour, and they have as yet been unable to resolve the issue. They had told us after two or three calls that the SIM card neded to be replaced. We received the SIM card (later than promised), and it failed to resolve the issue.

Whenever she tries to place a call, she gets a message saying "Emergency Calls Only". Incoming calls go directly to voice mail. Even though they assign a case number for the issue, on subsequent calls they do not seem to have any history on the case. They take us through the same troubleshooting steps that failoed in the past, and when we tell them that we have tried these steps already, they still insist on walking us through the same failed process.

At this time I do not have any confidence that this issue will get resolved. I have a Tracfone that has not experienced any problems, but if we cannot get my wife's issue resolved in the next few days I am going to change to another service after I have used all of the minutes left on the working phone. This issue, if not rersolved, will have cost approximately 75 in sunk cost for equipment and airtime minutes that could not be used. It also caused several hours of wasted time on our part to resolve it.

Bobbie of Edmonton, KY October 3, 2009

Purchased the above on Oct 1 at Walmart; brought it home and 7 tech support people and over 5 1/2 hrs later-returned it to Walmart. Each time I called Tracfone for the "No Network" & "Unavailable service" lines- I spoke to a different person, could not get the same person any time I called. Each person would ask the very same questions: when did the problem start, how many bars are showing, what is the serial number, do you want to add minutes (had already added 60 min),then we would repeatedly go through entering codes, removing/replacing battery, etc. Over 5 1/2 hrs of this! Each person assured me they would get it up and running. Wrong. I was complaining that each time I called we went through the very same things- they said it was "procedure"- well- they should have gone to chapter 2 of the procedure manual because chapter 1 did not work. Never, ever got it to network or work in this area. Did return it to Walmart on Oct 2 for a full refund (phone and minutes) as had not used any minutes since it would not work. If there is someone on your gift list that deserves aggravation/irritation/high blood pressure and loves totally wasting time- then this would be a great gift!Otherwise- not worth the time or trouble. And in all fairness- we do live in a rural area so maybe that had something to do with it, however other cells will work in this area.

Chris of E. Stroudsburg, PA October 2, 2009

My wife's tracfone suddenly stopped working 2 days ago. Air time display shows 86 minutes and service good until Jan 16, 2010. Reps repeat same litany, in garbled English, "Your phone does not work because it is not active". I keep saying, "I know...why??" They don't know, there is nothing they can do. Tonight I spent 80 minutes speaking to a supervisor, Candy, who discovered that, at some point, minutes were transferred from my wife's phone to something called a safelink phone, whatever that is. I told Candy we have made no transfers, the phone display indicated plenty of minutes and airtime. They don't know how to answer that. Candy did say that the ticket attached to the alleged transfer had no name associated with it. Interesting.

So, we have a tracfone with 3 months of service and 80 minutes, but no way to use it and no hopes of geeting satisfaction. Tracfone customer "service" has to be one of the biggest jokes I have ever encountered.

Chuck of Westcliffe, CO October 2, 2009

For six years, or more, I've been a faithful Tracfone customer, simply because Tracfone took me everywhere in my town. People would look at me in amazement when my cell phone rang, and ask "whose your provider?" I would sing praises to tracfone and swear by it.

From before August 2, 2009 the old tracfone broke. The warrentee was outdated by now. I called Tracfone sales, purchased a new phone that's built for my area, and paid for it with a credit card. There was no problem in the sales department, nor in the delivery of the new phone, however, programming the new phone became a whole new chapter. I spent countess hours tying up my landline in one setting with Tracfone technicians trying to transfer the old number and accumulated service date to the new phone. No signal. It couldn't be done.

They sent me another new phone. More hours with them. No signal. Couldn't be done. New cellphone sent. More hours. Phone number and service date 04-05-2022 eventually transferred. No signal. The technician thinks it's not the phone after all, but cannot fix the coverage even though this is "a strong coverage area." Days and hours later, no more could be done, and I had to live with lousy reception whether I liked it or not..

I complained to the Better Business Bureau. Somebody by the name of Fred P. answered the complaint and told the BBB There was a call placed to my phone and that I answered which is absolutely untrue. I never made a connection from anyone at Tracfone. Trying to adapt to my new Tracfone system, which included failed messages, dropped calls and not being able to make or recieve calls, I recently I made a purchase for 90 (not including the double minutes) of airtime online on 09-26-09. The minutes would not transfer.

Once again I called tracfone. Once again more hours. I went to another town. Called Tracfone. Four more hours. No time was added. The technician added 500 minutes to the account for my inconvenience, but it wouldn't be added until I get a new phone. On 09-27-09 called Tracfone again. The technician tried to "fix" the phone again, but instead, deactivated the phone, and said I need another new phone. The new (180) minutes were dropped

09-28-09. We (The technician and I) found the number has been suspended, and is an un-available number for programming and there are no other numbers available, and voicemail will still be in-accessable. In attempt to restore the number the tech removed 183 minutes, and service date. They were really sorry that I've paid the money and nothing delivered, but everything will be restored when the new phone comes; However, my situation dictates that I have at least voicemail accessibility now, and it should be no extra effort for Tracfone to carry through with that, given the advertising.

Frustrated. No voice mail, the technicians are hanging up on me, and no way for me to be contacted for business, but Tracfone is quick to enjoying the money I paid. on 09-30-09 I recieved the new phone #. I called Tracfone at 7:am the tech programmed it, and said to wait an hour. An hour came and went. Nothing. I called back. Same response. I call back a third time. The technician gave me the 500 minutes, but refuses to give mee the 180 minutes that I purchased because there was already 500 minutes and I didn't need anymore.

Wait another hour. Called back, I now need another new phone, but I also have 3-5 days to make sure my programming is in place. Incidentally The Cell phone number they programmed manually in my unit is (719) 557-0791 a long distance number. They couldn't keep the number I had for six years.

Today, after six years plus, I'm without service, voice mail, I'm not being heard, and I don't believe everything is being done to make that happen, rather I'm being bounced from technician to technician waiting four hours here or 48 hours there. One technician told me the corporate would call, but somehow, given the circumstances, I doubt that will happen.They continue to advertise simple coverage in my area.

I own a service business and cannot be without a cell phone, which why I made the purchase in the first place. I've lost business, and have had to take extra measures to set up my landline to accept voicemail. I've put in many hours tying up my landline on the phone with technicians. My time is very valuable. The saga continues today....

LeAnn of Franklin, TN September 21, 2009

Bought defective phone. Returned defective phone in June (on their dime, after a big harangue). Still don't have a refund. They are now telling me the serial number belongs to someone else (basically accusing me of stealing the phone?!) and they are closing the case. Customer reps don't speak good English and you have to repeat things over and over and over ... they still get it wrong. Worst company I have ever dealt with. Ever.

Darcia of North Charleston, SC September 11, 2009

August 24, 2009, I was advised that my phone number, that I have had for five years, successfully ported from ATT. I was told to expect a new SIM card within 2-3 days. August 27, 2009, I purchased air time at a total cost of 32.24 with my credit card. September 2, 2009. My phone stopped working and I called Trac Fone for assistance. I was told that a new SIM was in the mail and that I would be credited minutes for my inconvenience.

September 9, 2009. My SIM card did not arrive and my phone does not work. I was on the telephone for 36 minutes without any resolution. Trac Fone's suggestion, "get a new telephone number." That means a loss of 32.24 because they will not transfer the minutes. I sent an e-mail to the Technical department and received the reply to call in for assistance.

I called back later that day in an attempt to work with a different technician and was placed on hold for 46 minutes without a follow-up. September 10, 2009, I called in at 11:16 a.m. and finally gave up on Trac Fone at 12:20 a.m. The phone still does not work and they cannot seem to figure out why.

I am done with Trac Fone. I purchased the phone as a low cost option for emergency calls only. If my life had depended upon using this service, you can draw the conclusion for yourself what the outcome would be. I would like to get my 32.24 back because Trac Fone did not deliver the service that was promised. I am going to attempt to dispute the charge with my credit card company. The 10.00 phone is no big deal, because it worked fine for the few days that I had it.

Michelle of presque isle, ME September 8, 2009

They let someone into my account and deactivate my phone for the second time, once in Chicago and now in New Jersey. They have tried to fix my phone and have left in on roam and say something is wrong with my phone. I have had it looked at through a local tracfone carrier and they say nothing is wrong with it. Plus they have stolen a couple hundred minutes from this phone and refuse to give those minutes back to me on this phone. Please help me

I have spend more than ten hours on the phone with their customer service people who you can not understand because they do not speak English very good. Plus I have lost the use of the only phone I have and have lost the money spent on the minutes that they let someone else have my time

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |