Complain about a product or service

TracFone

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

It sounds simple enough. TracFone advertises itself as an easy-to-use prepaid cellular service. Just buy the minutes in advance and order more when you need them. But some customers say it's not that easy. Read a few of their reports and AT&T, Verizon and other big bullies don't look quite so fearsome.

Oh, and here's Tracfone's response:

Hello Tracfone customer my name is Elston and I am a Tracfone Employee and I am her to assist anyone that is having a problem with their phones. you can contact me at 1.800.626.4883 ext 6107 or by email elombillo@tracfone.com.

Marie of Lawrence, KS May 4, 2008

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 May 1, 2008

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 April 23, 2008

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 March 16, 2008

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 January 21, 2008

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.

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 |