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So I change service after years of service with them to a family plan. Transfer my number on the 12th on Jan 2019 and they say that the autofill I was in charged me 2 hrs before the switch. Still need to go to my bank to confirm if fraud was made. But to see that customer service would not refund or even just reactivate my old phone with a new number so I could use the service I paid for is sad and wouldn't ever recommend this company to anyone.
I have been using Net10 for years now. I have had it so long that I have built up 16600.50 minutes. On December 14 I added the $30.00 plan 60 days of service 300 minutes to find out the man on the phone that took my refill order charged my credit card but didn't add them to my phone. So I called Net10. The girl on the phone tells me my phone was shut off because I didn't pay. It had been taken out of my bank account twice. So I get to talk to a supervisor. She turns it back on but tells me I only have 9000 minutes. I say I'm looking at my phone and it clearly shows 16600.50 minutes left. Well to sum it up I lost 7000 minutes due to the STUPID PEOPLE they have working for them. Was told that I must have added the minutes myself. There is no way I could add minutes without paying for them. 7000 minutes is a lot of money down the drain.
I have no complaints about the phone service per se - rarely have I had any issues. My beef is with their website/customer service. It's a mess. It took me four hours over two days to purchase a phone from the site (calling customer service is not an option - they were clueless). Also, when I recently tried to log into my account, I was told my password was invalid. I had them send me my password... which still didn't work. It's as if no one hears what you are saying, or they are unable to do the simplest tasks - like resetting a password!! I will have to try customer service/support to get some help, but judging from my other interactions with them, I'm not optimistic.
My elderly mother has been using Net10 for years, it’s simple and cheap for her and she’s not fond of change. She needed a new basic phone for her basic needs, of course I couldn’t find anything on their website, and went looking on Amazon. Found a phone that would work for her, but before I ordered it I contacted Net10 to make sure it would work and that we could transfer her number and existing minutes. “As long as it is a Net10 branded phone, it will work just fine”. HA. Got the phone and called to activate, told “There is a system error call back in 24 hours”. Called back the next day told “The SIM card is showing as defective, return it to where you bought it and get a new one”. Got replacement from Amazon, called again, told: “The SIM card is showing as ‘VOID’, we will send a new one 3-5 days”.
Waited and got new SIM installed and called AGAIN, guy activates the new SIM on the OLD phone without verifying the serial number, even after I told him it was for a new phone that hadn’t been activated yet: told “We need to send another SIM card”. Asked for a supervisor, who after 25 minutes FINALLY acknowledged that it was their mistake that caused the problem (I should mention that at this point the SIM cards in both new and old phones were now void, her phone number and minutes attached to the new phone but without a functional SIM card). I asked if since it was their mistake that caused the problem could they pay to send it overnight as my mother was now effectively without a phone.
The response after another 10 minutes of double talk, and trying to tell me I had to add airtime minutes to the phone in order for her existing minutes and number to be transferred, was that they are only able to send overnight if I paid for it, that it is not possible for them to pay for shipping. I purchased the original phone on 12/26 it is now 1/7 and not only does my mother not have a new phone but she doesn’t have any phone, and they wouldn’t even muster an apology for their screw up, just a simple “Yes we screwed up but it is impossible for us to do anything to make up for it”. Worse customer service in any industry, and THAT is a generous compliment compared to what they deserve.
I have been with NET10 for over 10 years because they're cheap. I travel the USA on tours and the wireless service is what you pay for...cheap! But if you go into it with that attitude you'll be okay at that point. HOWEVER, there could actually be a Reality TV Show themed on the customer service interactions and capabilities. The customer service is simply NON-EXISTENT. Oh sure you'll get to try to have a conversation with an individual but you better have your sneakers on because you're gonna be running around in circles for however long you can manage to hang in there until you realize you're not gonna get anywhere and you just wasted that much of your life for nothing. I would've given them less than 1 star except that's not an option.
Now for the products they sell you. If you think you're getting a top quality Samsung or LG device when you purchase from them online, you're NOT. I got a Samsung J7 from an outside retailer and paid over $200 for it. I got the Samsung J7 from Net10 for $99 and it is a cheap imitation and half the phone, hence the price.
Now here's the kicker...less than 30 days after I had gotten my J7 phone from Net10 I had trouble with it connecting to any Bluetooth devices so I contacted customer service and guess what? They won't replace my phone because of such issues. And that was decided after spending time with an agent running through procedures to see if it would connect. So this last time I got the shaft with a runaround. I kept the copied transcript of the service session to back up my review. I'm finally getting off the merry go round and reverting to a landline and answer machine at the house. Ahhh the good ol days of Peace of Mind! The telephone is no longer 75% of my day! What are we thinking?
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I kept the NET 10 service for nearly 4 years. Every four to six months they would forget to process my "Automatic" renewal and I would have to call customer service to get it set up again. But it was so cheap I kept using it. This time when they did not process my renewal they deactivated my phone and told me I had to pay a $20 service charge to have it reactivated and that I would lose the 2000 minutes I had built up. I said, "No thank you."
I got Net10 in 2013. At first, it was easy to refill minutes (I used the pay as you go, rollover plans). The last several times I went to refill minutes on their website. I could not do that. Had to call and burn minutes. This will be my last transaction with Net10. I don't recommend them.
We have had a NET10 prepaid phone for several years now. However the last several months when I tried to add airtime the website would not work. I had to call the automated system to add time. This time they asked “Do you want to purchase the same plan as last time?” Since I have gotten the same 300 minutes/60days I said yes. What I got was 30 days/500minutes. I called customer no-service and was told “Sorry I can’t do anything about it.“ I feel cheated and when this 30 days is up I’ll find another carrier and it won’t be NET10 or Tracfone. The phone was use was by my wife for emergency only so just need minimum minutes.
DO NOT USE NET 10 WIRELESS!! The service is so awful. The representatives are rude and the supervisors are disrespectful! I wouldn’t recommend this service to anyone not even my enemy. I was a faithful customer for 4 years. Anytime I encountered a problem no one was helpful with fixing it. I was treated like the gum at the bottom of a shoe. Don’t give these low life cheap service bums a penny. 0 Stars Given!
I purchased a NET10 card for $25.00 for my phone service and was told that it didn't work with my phone. I asked if I could pay the additional $10 to make the plan complete for my smartphone - I was told by X.S. a supervisor to give the card to a friend and purchase another for $35.00 as they do not do give refunds. Never asked for a refund - just to add on to make the amount I was told I needed. Do not use this company. It's a high risk. I lost $25.00.
This company is incompetent and give you nothing but problems and remove your service without cause and takes over a week to correct the problem. I am very disappointed with Net10 and the representatives giving false information.
I've had Net10 for years and while it has been frustrating each time I've called and talked to these people in other countries just reading from a screen, this time was the worst. I ordered a new phone 2 weeks ago and received it about 5 days later as expected. It works but the screen is damaged (looks like there is too much pressure on the screen) so there are bright spots in the screen almost as if someone were shining a flashlight through those spots. I called a week ago to report it and was told they'd send me a new phone with instructions for sending back the old phone.
My box arrived today with a return envelope in it but no new phone. I called again, was transferred to management in shipping, who was another person reading from a screen and was told that the customer service rep before should've told me I had to send this one back first and that she could send me a prepaid label on the computer or shipped me one with an envelope in a box and that I had to use that to return my phone before they would ship me out a new one...that they would have inspect the phone and blah blah blah before they would send me a new one (meaning I go without a phone for 2 weeks and then still may not have one). This was not a phone I had used but one that I opened and was damaged right out of the box.
Very frustrating and very very poor customer service. I've been with them for about 10 years and this is my 5th phone with them. I wish other companies could compete with the price because their customer service is awful. They run off of Verizon's network which is great and everything is great unless you have a problem and actually need customer service. Then Net10 sucks!! If I could afford more, I would pay the money for good customer service.
Save the hassle and go with a different provider. The customer service is some of the worst I've ever dealt with. I bought the $35 plan and couldn't get it to work on my phone. I tried calling and asking for a refund only to be told that I couldn't get refunded because of the plan I bought. Very sneaky policies. More of a money grabbing scheme than a real company. BE CAREFUL.
I been using Net 10 for almost about 6 months and from the beginning, I have been on the 40.00 4gb plan. It had mobile hotspot on each phone. I transferred the sim too. Fast forward to 8/20/18 no mobile hotspot yet I have 2 and half gigs left. Was about to go out with the family. Both of my special needs children depend on my hotspot on my phone capabilities which are now disabled apparently. I contacted Net 10 to no avail. The customer service agents were dumb as **; the only way I could describe them. They told me that none of their phones offer hotspot?!! I said, "**. I've been using the mobile hotspot on my Samsung J3 for almost 5 or 6 months." So I guess they're trying to call me a liar. Fast forward to today 8/23/18 I'm trying to switch companies. Now they're trying to keep my number with them. What a ** ignorant rip off company. Stay far far away from this company.
When I told him they shouldn’t have false statements with no recovery option for a refund, that THAT was illegal. He said nothing. I said, "Could you at least let me send this nonworking prepay card back to you or deactivate on your end so I can get a partial refund" (and 4 hrs wasted he can’t give me back!). He said “no”. I said “I’m going to have to write a review you know”. He said “ok.” I said “I’m sure the owners won’t be pleased with this call.” He said “ok, have a nice day and hung up!”
I used to purchase these cards at local stores, because Walmart stores, where I initially purchased the Net10 (LG) phone, are illegal in my city, for some reason. This month, I do not see the cards on display at the local CVS, Ralphs, Safeway, or Vons; I do not see an empty place for sold-out condition. The Net10 website however, still lists those same stores as carrying the Net10 products (minutes cards). What does the "unlimited" part truly mean, if one cannot get the product - anymore.
First, the good. Net10 is a reseller of service on the major carrier networks. They are one of the very few sites that actually does 'bring your own device' well; their SIM cards are cheap and almost every phone is supported one way or another. In most cases, transferring a number to their service is smooth and easy. Prices are reasonable, coverage in my area was excellent and for the most part the service was good.
The bad: Their website will be online but unable to accept logins for hours at a time. Their uptime stats surely look great, but what good is a site you can't use? It took me three days of trying at various times of day to successfully log into the site so I could transfer my number. The first time I tried to set up service with them, a website error caused my card to be charged three times. It took a couple of days to get the charges reversed. (Note: this was not an authorization, this was an actual charge.)
The ugly: Customer support is utterly powerless. Every word of every interaction is 100% scripted. There are two levels: the person that answers the phone and their supervisor. That's it. If the supervisor does not have a script to solve your problem then your problem does not get solved. My complaint: When my phone number was transferred to Net10, the agent entered the wrong zip code for that line. I didn't catch this at first because I had an old phone with a Verizon SIM and everything worked. I got a new phone with AT&T support, ordered a new SIM and tried to activate. Enter the twilight zone.
The zip code entered by the agent was in the middle of nowhere in Nebraska. (I live on the East Coast and have an area code that is appropriate for my zip code.) In this middle-of-nowhere zip code the only available carrier is Verizon. Because AT&T does not provide service in this wrongly-entered zip code, Net10 refused to activate my new phone with my AT&T compatible SIM. I have two other lines with Net10 (all living in the same house) using AT&T compatible SIMs; they work just fine.
Thinking this would be an easy fix, I began my two-week odyssey of attempting to correct this data entry mistake. Unsuccessfully. Every single agent and supervisor I spoke to or chatted with online gave me the exact same word for word scripted response: "We can change your zip code, but you will be given a new phone number. It is not possible to change your zip code without changing your phone number." I spent a cumulative total of about eight hours on the phone with support. I tried weekdays, weekends, mornings, evenings, hoping against hope that someone in their faceless drone-mill of a support facility might have a clue. Alas, it was not to be.
I was able to clarify with one supervisor that this restriction is baked into their customer management software. There is no rule, regulation or law that prevented them from fixing this problem other than their own internal software system's idiot-proofing. Every single supervisor told me that there was nobody above them and definitely nobody that could fix a database field without also forcing me to get a new number. Heaven help them if their system is ever corrupted or hit by a virus because apparently there is not a soul in their department that could fix the resulting mess. Long story short, Net10 is a gamble. If everything goes perfectly then you will probably be happy with their service. If anything ever goes wrong or gets the least bit complicated, start looking for another provider.
The NET10 folks have blocked my ability to login. I had over 4700 minutes. They have now said that my phone is no longer part of their network. I have days left. To save my number, I have had to move to a new wireless service. As a result I have lost all my minutes. Nobody in customer service knows how to solve this problem.
Net10 solicited a review from me so I provided an honest review based on my experience with them. See their answer and the review below. "Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time! Thanks again, NET10Wireless."
MY REVIEW: Terrible Customer Service. I purchased the Net10 Sim Card and plan over the internet. I received an email indicating my purchase and that I would receive an email once shipped. I never received that email and within a couple of hours after purchase the charge had gone through my credit card. I decided to cancel my order, so I called. After explaining what happened to the customer service representative, repeatedly I might add, I was told it had already been processed and I would just need to refuse shipment and once returned I would receive my refund. I tracked the return and called Net10 two days later to ask where my refund was.
They indicated it would take 30 days before I would see it. I asked why they could charge my account within two hours after ordering it, but it would take them 30 days to receive my refund after they had received my return. I would not recommend Net10 because of this policy and the customer service is terrible. I just hope I see my refund, in a month.
It is a pay as you go service. And I usually purchase the service every other month. It has worked flawlessly all over the USA.
Net10 has decent phone service at a good price. I'm on bring your own phone plan with auto pay. I receive 8 gigs high speed data for $50.03 with taxes. Can't match it let alone beat it. Because they subcontract through other carriers, some options are unavailable e.g. I cannot hotspot. The biggest downside is when I must interact with customer service. I have been a customer for about 13 years, and the customer service literally stinks. Reps are under trained, uninformed, incompetent, and as an English speaking person, the accents of most reps make it hard to understand. I recently installed their mobile app in hopes of eliminating the need to interact with customer support, but after a week of trying, they can't even get the data usage set properly. Poorest customer service I have ever dealt with. PERIOD! If they would improve that, they would make a lot more money.
I will never use Net 10 again. Lousy network. Lousy customer service. Trying to activate new phone. After almost 2 hours on the phone, the rep asked what my name was. That was the last straw. Whatever you do, don't use Net 10.
For ten years I have purchased the 60 day, 300 minute plan. Last month the website autobot enrolled me in 500 minutes and only 30 days of service. After three calls on three separate occasions trying to fix this I was told that they could not extend my service the extra 30 days that I had paid for. After talking to two supervisors I was told that I could not have the extra 30 days added. Just a simple No Can Do. I asked if having a customer for ten years made any difference and was told no. Ten years ago this was a great deal. Today, I wouldn`t recommend it to my worst enemy. All the customer service is in a third world country that is almost impossible to understand if you can even get to a live person.
Added a phone card to phone, card said 300 mins. 60 days. Phone had accumulated 5000, they are to be carried over. When card activated 4800 mins. deleted and only added 30 days to phone. After 1 hr. on phone got the other 30 days added but still lost 4800 mins. Had to call twice to get someone I could understand.
I had carried two lines with NET10 for a number of years. Customer service has fallen to such a low level that I cancelled service with them. Customer service reps are rude and unprofessional. They are unable to provide even the basic information regarding billing, and service status. If they are unable to handle a request, they simply disconnect the call. A total lack of professionalism is killing their business model. If they have a mission statement, they need to review their lack of fulfillment. After reviewing previous customer feedback, it is clear that their total disregard for customer satisfaction is leading to a complete breakdown of service fulfillment.
I was previously on a different MVNO (Ting) that has an okay network (Sprint/T-Mobile) but excellent customer service. I wanted better coverage on the AT&T network with my GSM phone. Net10 looked like a good plan and that's where the good news ends. I called in to activate my airtime and test my service. A painful process speaking to the overseas call center reps who can't understand American English. "Can you say that again, sorry I'm having trouble understanding you"... etc etc. I finally got my service activated and the local service was pretty good and I had no trouble getting 4G coverage and making/receiving calls.
I called back into port my number over. After giving my account details and port-out information (which by the way took 30 minute phone call to some other rep who needed me to repeat every other word I said), I was told that I could not move a number to my SIM card since this was already activated. They would send me a new SIM card at no charge so I could port my number over. Seriously... every cell carrier I've ever dealt with other than Net10 has been able to repoint a phone number on an already-used SIM.
I got the new SIM, and after over an hour of talking on the phone to various reps and escalation to different departments, I got someone who was 'working on my issue'. He told me to hold on while he looked up my ticket. Even though I asked what he was working on... after 5 minutes of silence he said he was done and to put in my new SIM card and reboot the phone. Well, he MOVED MY TEMPORARY NUMBER TO THE NEW SIM CARD without telling me. I called back in and was told again, they could not reprogram an already activated SIM card and they would send me a new card.
At that point I asked for a refund and was transferred to their refund department. I was told that since the airtime was already activated they could not issue a refund. They told me the only way to get a refund was if the service was incompatible with the phone. I asked if gross incompetence of the technical staff was qualifications for a refund? And she told me no. After escalations to "management", they still did not issue a refund, so I have disputed the charge with my credit card company and now have my money back due to failure to provide service. Please save yourself the trouble and do not deal with NET10 for any reason. Horrendous outsourced customer service.
I used to have NET10 a long time ago. At that time they had great service my phone would pick up in places no ones else would. Now they have some sorry ** service and when you call to talk to someone they are rude if you can even understand what they say. But what upsets me is the data they allow you 3GB at high speed and the rest at low speed which may as well be none it's ridiculous and I don't like being took advantage of. I will be going back to Straight Talk. They have better manners and much better service!!!
The scratch foil on the activation card to show pin failed to show first digit. I was gentle while scratching off foil paint. The Walmart receipt was supposed to show pin also but did not. I was unable to activate my phone after paying 54 dollars. I needed the phone for an important business trip the next day. I called customer service and was outsourced to electronica phone peck and then to a foreign country were person who proceeded to inform me I must go back to Walmart to "possibly" resolve issue because he did not know what number should be on receipt. Number on Walmart receipt did not match numbers I could read on scratch off pin at all. Looks like a big no sale for Net10 Walmart and me going on long trip without a phone. Bummer as I hope I don't get raped while stuck in some secluded location not able to dial for help. Even though I am a 250lb man. JK.
I ordered a sim card from NET10. Was told it would be shipped overnight FedEx. Eight days later I had to go to the post office to pick it up and sign for it. It was never in the hands of FedEx and to come overnight. Status checking for an order from them is completely useless. As is the number to call them to check on the status. You will get the same results by calling them.
Called. Refused to unlock my phone (LG) for 80 days. Have been a subscriber for 5+ year. Now they tell me can’t unlock for 80 days. Plus bad customer relations. Hung up on conversation. Feeling frustrated. Mad as hell.
NET10 Wireless expert review by ConsumerAffairs
NET10 Wireless is a provider for TracFone, a subsidiary of América Móvil. NET10 offers nationwide cell phone service through pay-as-you-go and unlimited prepaid plans.
Plan options: NET10 offers several types of plans so consumers can choose one that fits their needs. Plan options include pay-as-you-go, monthly service, international calling plans, family plans and mobile hotspot plans. They also offer an upgrade plan in which consumers pay a higher fee for monthly service and earn upgrades on phones.
Autopay discount: Customers who sign up for NET10’s Auto-Refill can save 10 percent off their monthly service fees. There is no penalty or fee for canceling Auto-Refill.
Features: NET10 plans come with voicemail, caller ID and call waiting. Customers can also purchase additional protection for their device.
Buy Now Airtime: Customers with pay-as-you-go plans can easily add minutes to their phone with the Buy Now Airtime feature. Minutes are added directly from their phone; they simply have to set up a payment method in advance.
Carryover Benefits: Some NET10 plans have the Carryover Benefit feature. When customers add days or minutes to these plans, those minutes are added to their existing minutes instead of replacing them.
Best for: NET10 is best for budget-conscious consumers, non-cell phone users and temporary users.
NET10 Wireless Company Information
- Company Name:
- NET10 Wireless