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TracFone Wireless is a budget-friendly cell phone service provider that lets customers keep their own phones, customize their plans and enjoy the flexibility of a prepaid plan. Customers never have to sign a long-term contract and can carry unused minutes, text and data over to the next month. TracFone offers simple, transparent plans that don’t include overage charges or hidden fees.
Pros & Cons
- Customers can keep their phones
- Multiple plans available
- Low monthly rates
- Not compatible with all phones
- Slower data speeds
TracFone is a budget-friendly cell phone service provider with customizable cell phone plans and no long-term contracts. It offers nationwide coverage and no hidden fees.
TracFone Wireless Reviews
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I had to borrow a phone to call customer service because my phone was completely dead. I couldn't even get wifi on it. I used my friend's Tracfone to call, which is in the same house, so the issue was not having no signal, which Tracfone stated was the problem in their response to my BBB complaint. Calling customer service required being on hold for extended periods of time, being disconnected, calling again, then speaking with someone whom I was unable to understand. Called again, and another person answered, and that person was also not understandable.
This took approximately 6 hours, and the phone was not fixed. Called back the next morning and the agent was able to fix the phone in five minutes. This type of customer service is totally unacceptable. English was not any of the agents' primary language. An agent also left a message on my phone afterwards and I was unable to understand it as it was unintelligible. It sounded like a foreign language.
This company is the worse! The customer service is horrendous. Don't waste your time and money. They will not help you, they will not let you speak to a manager or supervisor. They do not let you make returns if you are not satisfied with the purchase. BUYER BEWARE!
Bought dysfunctional phone from TracFone on ebay. Instructed to UPS it to get replacement, mailing paid by TracFone. All the reps either hung up on me, or demanded call back number. Only one was able to transfer me to Tennessee warehouse mgr & TracFone. I was on disconnected call and would not dial out again. I have wasted HOURS every day this week trying to find out Where is my phone replacement?!! It has been a nightmare!!! PLUS TracFone didn't transfer talk & time from account of prior number I used on a broken TracFone to another new TracFone!! After half a dozen reps said they did!!!
I was a customer of Tracfone for many years. When they merged with Verizon, I was sent a Verizon Sim card to replace my Tracfone Sim card. It never worked. Me & my husband spent over 9 hours on the phone with Tracfone trying to fix this situation so I would have service on my phone. All I did was get transferred to different reps every call, with no one helping the situation. I finally opened a report with the FCC to help because at this point Tracfone could not give me service (no incoming, no outgoing calls could I make, no internet....nada) yet they also could not release my phone # or provide me with a passcode to have my line ported to another carrier. They would not refund any of the minutes I had on the phone despite Tracfone not being able to give me any service. I still cannot believe that they would not refund me when it was solely their fault I had no service at all.
I have been a Tracfone user since they came to the US. We have moved several times. Their phone service has greatly improved over the years. We live in a very rural area and up to about 4 yrs. ago could not get reception at the house (everywhere but). Customer service used to be very good as well. Not so much now. I tried to log in to my acct. twice only to be told my password was invalid. So, I reset and still no luck. Clicked on live chat. Twenty minutes and 2 verification codes later they said I would have to call Customer Service. Jumped through a few hoops with the next guy who started giving me a bunch instructions. Said he couldn't just send me a temporary password. My hand's in cast and I'm tired. Will be shopping tomorrow.
I used Tracfone for years with a relatively positive experience. The big problem was the network. Told them for years that Verizon doesn't work in the rural area where I work. Any CDMA phone got one bar if I was lucky and no service much of the time. So I always bought GSM phones. But now Tracfone has partnered with Verizon and we were forced onto that network which I kept telling them doesn't work here. There are other low-cost services that allow access to better networks, so I'm sure I'm not the only one who left Tracfone to get a service that would actually work. They limited themselves to a narrower customer base. I now have an AT&T network service that's working great and very inexpensive with no contract.
Paid $199 for a one-year plan of 'unlimited' calling/text included in price, per description. One month plus + 3 days BEFORE stated on home page and payment records -end of service - 'unlimited' calls are recorded at  remaining. Not the definition of 'unlimited' to be found in Websters, Concordia or any other possible version of dictionary nor fact. The person on customer service was an utterly pointless experience. Could not justify how 'unlimited' could run out before end of service date. She said she was 'connecting' with persons 'higher up' and literally just putting her headset on hold and returning to repeat same nonsense.
I bought new 1-year airtime and 2000 minutes. It appeared at the Tracfone app but it stayed the phone is inactive. When I called somebody it said only the old, left 60 mins. So I asked an American friend to call the customer service, because my English is not so good. We spoke to 3 different representatives. With the first one we spoke about an hour. Then he told us he has to find out the problem, he will call back in 20 minutes. Never did.
The second one finished the call after a while. The third one could not help either, spoke so quick, that my American friend either could hardly understand. At the end, he also stopped. All texts (had more than 5000, I only use very few) were gone and the data were reduced from 4.99 GB to 3.99 GB- and the complete account was blocked. We asked several times for the phone number of a Tracfone Manager, but never gave it to us. Never Tracfone again!!!! Now we use Yolla for our international calls.
Canceled subscription w/ 6 months remaining & cannot obtain refund. They ask security ?'s which I know are correct & they tell they are incorrect. They just are trying to keep customer's money. No recourse.
I was promised that I could edit my own profile. NOPE. One agent said she'd changed my profile info for me (after 40 minutes on the phone) and the incorrect info is still there a day later. I hear either "our system is down" or "that part of the webpage isn't working right now." How do these people stay in business? I have no coverage where I live. I could give this phone away to a homeless person, and he'd give it back. Utterly useless. I had a problem while in roaming mode, after TWO WEEKS of calling and waiting for a response, I actually solved it myself. Until then the phone didn't work at all. It didn't work when I needed it most, a family member was hospitalized out of town and I couldn't use the phone at all. Not dependable, not convenient, agents can hardly speak English, the info they convey is inaccurate.
Trying to port my cellphone number to a different carrier. Tracfone says I have to give them the account number to do it. On my account page the number shown as my account number is not correct. So I called Tracfone to get my correct number. They verified I was me through text code confirmation and 20 questions. After which they told me they could not tell me my account number. So, I can't port my number without the account number which they have but will not tell me even though I called them from my phone and they verified I was me.
This is the most fouled up service I've seen- ever. If the account number is not available to me on my webpage and I can't get the account number from them how do you port a number? As much as I hate to say this, the FCC should step in and force Tracfone to make sure that your account number is on the webpage. I've never had an account with ANYONE that didn't have the account number available on billing or on the account page. NEVER. Except- TRACFONE. I'm somewhat annoyed that you can't give them a ZERO. Instead of a 1 to 5 scale it should be a NONE to 5 scale.
I have two Tracfone and find the cellular service adequate for my needs. I called into Customer Service to ask two questions.
2) If I renew now, do I qualify for any discount?
The first agent I got couldn’t understand my question and after about four minutes transferred my call. The second agent couldn’t speak English and after about three minutes apologized and transferred my call. The third agent spent about two minutes apologizing in broken English. I asked for a supervisor. The fourth representative, again speaking in broken English told me that it was up to me to research their plans and that he couldn’t help me. That experience was about 30 minutes wasted from my life that I’ll never get back. Shame on you Tracfone.
Between endless transfers, it takes hours for them to understand and accomplish what should be rudimentary for agents working for a cellphone company. Tracfone has the worst customer service of the cellphone providers I've used. Chat is unable to help with most issues. The call center hires people who don't know what they're doing and don't care, and it's all done overseas - possibly with bad training and very low pay, so that the caller is stuck with the worst, most spiteful, slowest of customer service representatives who may not even speak the same language well enough.
Customer service reps are great -- but they try and try to help you for a service that just doesn't work! I tried for two days with customer service reps to troubleshoot the problem, and nobody could solve it. I was never able to get mobile data to work. So my one star is for the reps, but I can't give any more stars to a company that sells a product that is so overwhelmingly faulty.
The phone's SIM card will not connect to any cell network. The website support page shows errors, but won't work. The call center kept asking questions like "how many bars do you see on the phone?" This despite my repeatedly telling them it was not connecting to a network. I finally got to a second level technician, who asked more questions like "how many bars do you see on the phone?" Finally, when the tech could not fix the problem, I was told my account was still activating and this could take up to four hours.
Four hours later, I was on with tech support again. Same routine. Finally I was informed: "the account is still activating and this could take up to 24 hours." Well, 30 hours later, the phone is still not working, and I can't get any resolution from support. Bad product, no attempt to refund or replace. I did ask. I will not purchase another Tracfone product ever again.
Renewed my prepaid phone service just to have it not work since "reactivation." Used their website chat service to try to get help - got walked through a tedious "troubleshoot" process where they talk down to you and treat you like an idiot. When the process doesn't work- because their service doesn't work- they tell you they have to escalate the issue and will call you back: and they never do. So when you call them, they walk you through the whole "troubleshooting" again- the whole time being condescending and sarcastic and then asking you why YOU're giving them an attitude when you get upset with theirs.
Waste an hour of your time, don't fix the problem, don't provide you with a reference/case number, don't provide you with the fix they arrived at: which is to send you a new SIM card forcing you to call back to 2 weeks later, be troubled to go through the whole tedious thing again - only to be told THIS time that "you brought you own phone so you need to PURCHASE a new SIM card, and then call back to set that up when you do." Mind you, my current device and SIM card were working before I renewed my service.
I called to cancel my spouse cell phone he uses house phone now. Cris customer service was professional kind, no pressure on keeping phone. She's an asset breath of fresh air. Cris literally made my day.
DO NOT waste your money with this company. Have had this service for a few years for my children and elderly mother. Transferring phone to another carrier has been a nightmare. We have been dealing with customer service for two days which they assured us it would only take 2 days to unlock the iPhone we’ve owned for several years. Customer service agents quote wrong prices to unlock phones. Was told $20 and then charged $25. After the two days phone is still not unlocked and they are saying we need to wait another 24hrs. When you ask to speak to a supervisor to file a complaint the agents say they are not allowed to transfer to supervisors. It’s part of their policy. Tracfone has taken my money, not unlocked my phone allowing me to go with my primary carrier. Do not waste your time with this company. Out of all the years I will never advise anyone anymore to use this company.
I am a long-time TracFone customer. After becoming a widow, it was an affordable way to keep a cell phone. I have been with them long enough to think they should appreciate my feedback. In the past month I keep losing my connection. That is the only message I get: "Waiting for connection." I do more texting than calling, because it is cheaper. I can keep my costs under 100 dollars a year. If you want cheap this is the way to go. They are problematic to deal with. They do not respect my time at all. I have spent hours and hours solving issues with them. This new serious connection problem is a safety issue. I have notified them by phone and email about my loss of connection lately- no response. I have a good friend who has switched to ** in the past few months. I am waiting to see if my budget straightens out and I may do the same thing.
The phone portion of my cell phone stopped working, both outgoing and incoming calls. I called Tracfone, and after 3 phone calls and 2 transfers I get someone who says they see the problem and they have to do an update to my phone. They said turn off the phone for 20 minutes and then turn it back on and it should work, they said they would call back within a half hour to check the status. No one called! The phone didn't work, and the best part is 3.1GB of data disappeared, 7000+ Text minutes disappeared, and 6200 minutes of talk time disappeared! In spending literally hours trying to get my data back, all they could say is it's at zero, and that's that! They reset my account and refuse to do anything about it. I was with them for seven years...
I just (Oct 2022) bought a Moto G Stylus from Tracfone and paid $50. A very fine phone, in my opinion. When you call TF service, the reps are in India. I have had nothing but great help. You must understand that English is not their native language. If you treat them with respect, they'll return with respect. I'm not the guy you'll ever see with a cell phone on his face while walking down the street. Nor in my car. I pay $7/month each for 2 phones. I've paid Tracfone a total of $2520 for 15 years of service. Also TF uses Verizon towers. In order to be a successful TF user you've got to have the ability to think for yourself. IMHO, the negative reviews are from people who rely on someone else to get through life.
Tracfone is the cheapest service available. If they had better Customer Service, they'd probably charge more money. There doesn't seem to be any accountability. They are very poor at figuring things out. Also, they talk fast and don't use the English Language like they understand it correctly. Plus, they lie. I put up with it because it is the cheapest cell phone provider. If they don't know or understand a problem, they lie and try to get the customer which I am, off the phone as soon as possible. I write "they" because "they" seem to all suffer from the same lack of ambition to solve problems. This is a training and management problem. I don't know how this affects their business. That I was in charge of training them and overseeing their calls I'd dump the slackers and give a raise to the rest and instill some pride and work ethic of which they are greatly lacking.
My internet has been cut off more than three times to get me to call in so that customer service can say rude, inappropriate things to me. The fact that I couldn't use my internet to take my classes made me call the federal trade commission. I don't recommend using Tracfone services to anyone for any reason. If I had recorded the conversation I would have some proof but. This company is a ripoff don't use internet service from here. It won't stop and it has happened the three times that I have called in. Thank you.
Back in October I had purchased a Samsung S22. The phone did not work properly. Straight Talk/TracFone told me there was nothing they were going to do. Talk to Samsung. They had me take it to a licensed Technician. He said the phone does not work proper. Get it replaced. I have dealt with customer service. The head of the service Freda ** will not return calls. I have filed a complaint with the FTC and the BBB. They did absolutely nothing as this lady said she could not get ahold of me. They have my phone number and I proved that they have called me several times and I have Communicated with them. They will run out the time on any complaint so that it shows that it has been closed. Do not be fooled by these people. Complaints are not closed with satisfactory result. They say they will send a new phone but they never do. I would say go with a different company and save your money. Don't get scammed by these people.
Totally inaccurate account, very difficult to refill, impossibly useless service (despite years of good service), difficulty placing a review, no longer worthy of my trust, cutting service when I still had plenty of time & data, etc.
I got a Samsung AO3s few months ago. Early on it showed very few icons, but the telephone function was very good. Eventually their phone support children from somewhere in/near the Pacific Rim told me it couldn't be fixed, send the phone back. Instead, I guessed that icons didn't show [& couldn't be accessed, even though they were already on the phone], because early on, I had set it in a dark mode. I had no data, but somehow I was able to turn off the dark mode and after that the many other ICONS showed and everything worked and things were fine for a few weeks.... but... not so fast!!
A few weeks later, suddenly none of those ICONS did anything, they stopped working, tho they were still visible [again the telephone part phone still worked quite well]. Once again, I have wasted many hours struggling with these poorly informed children. Once again I was told to send it back to Tracfone and they will send me a new phone. They sent me U.p.s. materials and this time I did send the phone back, but no new phone arrived. I have got nothing but a very irritating runaround ever since. They said they already sent the new phone and supplied a supposedly u.p.s. tracking number, but the number doesn't work, and the local u.p.s. staff say it isn't one of theirs. Nobody can do anything. This is idiotic!
They claimed they had to confirm I am the account holder and that they emailed me [several times] a code to confirm this, but no email came. They refused to tell me the email address they sent it to. They said they would text me a code for same, but only to the phone they "sent me," no other phone.. but they never got that phone to me, so who knows if that phone got a code?? Likewise my "4 number code" didn't work [I tried several].
Their system of bungling and pathologically phony politeness is useless. The kids are incompetent, probably due the company doesn't properly train them, as I doubt any youngsters in these times could be so totally incapable on their own. Over time I talked to various of these youngsters and frequently got contradictory information. Unless I get this fixed fast they can put that phone "where the sun doesn't shine" [if they ever find it], & I will not spend another penny with this company. I STRONGLY advise folks to spend their money elsewhere than Tracfone. I would drop to zero stars if I could.
I purchased a Motorola smartphone from HSN home shopping network. This deal included 1500 unlimited TracFone minutes. I also added more minutes and had 3000 unlimited minutes saved for emergencies. I must also mention that I was paying monthly for unlimited service. This was also deducted monthly. Recently I updated my TracFone and it no longer allowed access to the internet or my Yelp account, etc.
I phoned TracFone on December 24, 2022 and had the rudest customer service agent. I explained that I was unable to properly use my new smartphone that I just upgraded from Best Buy and she didn't seem to care at all. She kept repeating that I used to much data therefore my service was not working. Are you kidding? I told her that this was outrageous and she became ruder. I then said that I no longer wanted to pay monthly and that I would use my 3000 minutes that I had saved for emergencies. She then interrupted and said that those minutes no longer existed. I then became furious. I said to immediately suspend the service and close out my account.
When I mentioned this all on their Facebook page I got a bunch of ** but zero resolution. TracFone in my opinion has deplorable customer service and their business practice is very unethical. They obviously don't care about customers. Thank God I have my TMobile phones which I have had since the start-up of T-Mobile in 1996. They work great for me. As for TracFone I have master reset the phone and won't ever use it again. Wasted my money.
I was supposed to get triple minutes on my account, and a manager named Patricia was disgustingly rude, the worst agent I've had to deal with from any company. She actually argued with me and started yelling at me that she couldn't fix the issue when I only received 60 minutes (which should have been 180). My text messaging wasn't working either, another issue she was clueless about how to manage. She said they'd call me back, which they never did. When I asked to speak to her supervisor she said she had none, that she was as high up as I could go, which is a direct lie. Completely incompetent and vile.
Have been using Tracfone for maybe nearly 15 years. Never had much an issue till recently (last week to today). I barely use the phone; either voice or data. Almost never use text (sms). I only use data sporadically when I am away, but typically for things like email, gps, etc, which consume very little bandwidth. Last week, after a system update (to android 12) over the air pushed to my phone my LTE data (or internet) simply stopped working, so I had to call Tracfone several times to address the issue:
1 call) spent about 45min over the phone while the agent did all sort things trying to fix the problem to no avail, then at the end the agent told me that I could hang up and that in about 15 minutes my LTE data would be in working order again (after the updates he had performed would enter into effect). Suffice to say that after 15min, 1hour, 24hours, etc, there was no LTE data on the phone.
2nd call) Spent about 30 min and about the same situation as the first case/call. But seemed to be a higher-tier support.
3rd call) Spent about 30 min. again with higher tier support and was told to wait about 15 min after end of call. There were LTE bars on my phone but I had no data. Upon checking my account found out that my data allotment was zeroed out which made no sense whatsoever since I had plenty of data credits in my account.
4th call) Spent about 30 min. and my previous data allotment seemed to have been restored and the LTE data feature on my phone was finally working again.
Then found out that credit for text message (sms) credits was simply zeroed out. That seemed crazy given that I almost never use text and had lots of credits for text accumulated in my account. Then, called Tracfone yet again and was told repeatedly that my credit for text was zero because it was used up. Spent over 45 min with this absolutely insane non-sensical agent until couldn't take it anymore. That was the most absurd and obtuse experience I have ever had with any phone company. Unfortunately, it seems that Tracfone has taken a turn to the worse, and much worse; and now is controlled and populated by very incompetent people who seem to be abusing and shafting consumer. There must be some government agency one can complain about that absurdity.
I purchased a phone. Two or 3 days later saw another one I would rather have. I contacted the company and they told me there would be no problem to return it and if needed they will send me a return label. There was no return label. I called the company and 2 different workers said they would email me one with instructions. I never received it. Called a third time and the worker said to just bring the box to UPS. Needless to say, it wasn't the way to go and $23 later on my own dime I returned it. UPS tracking information said they received it. However, I still didn't receive a confirmation from them about getting it or a return. This company is runned by thieves and liars.
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