Tracfone Customer Service

User Reviews, Ratings and Comments

Tracfone customer service is ranked #360 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 37.01 out of a possible 200 based upon 2068 ratings. This score rates Tracfone customer service and customer support as Disappointing.

NEGATIVE Comments

1,894 Negative Comments out of 2,068 Total Comments is 91.59%.

POSITIVE Comments

174 Positive Comments out of 2,068 Total Comments is 8.41%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Tracfone

    Customer Service Scoreboard

    • 37.01 Overall Rating
      (out of 200 possible)
    • 1,894 negative comments (91.59%)
    • 174 positive comments (8.41%)
    • 4 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.1 Issue Resolution
    • 3.0 Reachability
    • 2.0 Cancellation
    • 4.3 Friendliness
    • 2.9 Product Knowledge

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Posted by Phansen007


They actually stoled my phone. They repeatedly lied to me. Could not have tried more. I had the proof.
And yet I lost two hundred dollar phone worst company on earth

Posted by Mary


I have had so many problems with TRACFONE,,,,,,worse service ever,,,,,,I have always had triple time on my dinky little Tracfone,,,,,,,,if I purchase 120 minute prepaid card I was getting triple time until now,,,,,,,I need the number for corporate office,,,,,,PLEASE help me yall

Posted by Anonymous


The most messed up company ever in life calling them to get my phone back on and they won't reactivate my service please don't never use these people in your life

Posted by SAJ


When I got an new Tracfone Samsung Galaxy A03s today, I was very disappoited that there was no mention in the course of ordering that I would be needing a new charger to support the new Samsung product. I have 3 Galaxy products but the chargers were not compatible with the new phone. Furthermore..whoever heard of a new phone that didn't have a SIM card and I had to order one right away? I am without a phone even tho last week 3 different chat agents said they did a remote factory reset and there was nothjng wrong with my old phone. I could not make a voice call or retrieve voice mails. I could only text and send photos. The agents did help me a lot today. But none of my frustration and inconvenience should have happened!

Posted by Mimi


I have a terrible time with Customer Service. They cut you off . Never resolves problems with phone. And now have robot type help which resolve nothing.

Posted by Ruben


Terrible service. The worst. They want to to request cancelling payment on the same day the charge you, but they do not inform you and they made the charges 33 days before due!

Posted by Slup


Truly the most awful customer service I have ever dealt with and that is not an exaggeration. My father had Tracfone service and was gravely ill and had dimentia. Tracfone would not cancel the service without his password which of course he could not provide. I had power of attorney and they still would not cancel it. When he died, they would not accept a death certificate, only his password. Without question this is the most apalling, unfeeling, uncaring company I have ever dealt with. I would not wish them on my worst enemy - avoid at all costs.

Posted by Brandon S


I was trying to activate my wife's SIM card that's through Straight Talk Wireless. I bought my SIM card activation kit at Walmart for $37.68 all together. It came with two SIM cards and an activation PIN number that's worth $35 dollars.
I called in the first time at 5:18pm CST and got hung up on while on hold. Then I called in at 5:27pm CST and the lady on the phone yelled at me for using SIM card B that is apparently for AT&T and I was suppose to use Sim Card A. We got into it and then she hung up on me. Then after that I spoke to 9 other representatives on the phone and they all hung up midway through when trying to activate my wife's phone.
I was told conflicting information the entire time. A list of some of the things I was told.

- I can't use the SIM cards provided to me, I need to buy new ones again.

- My wife's IPhone 13 is not able to use a SIM card and they would need to use a ESIM.

- The SIM card has been activated and it should work in 30 minutes.

- We will give you a call back (Which Never Happened).

- Sim Card B is for AT&T and Sim Card A is Verizon.

Posted by Knight


TracFone had us return the phone saying it would be replaced. That was Aug 4, This came after 2 months of their customer service giving a million reasons why the phone was not working. Now the best we can get is that "the phone is in the queue ..call back in 3-5 days." No-one can any kind of answers but keep saying that we should put the sim card into a different phone. DUH.. TracFone HAS the phone and the SIM card. All we need now is the name of TracFone's legal representative that can give some real answers. And get the phone returned to us. But don;t worry. Tracfone still wants monthly service payment for a phone that they have and will not return.

Posted by Anonymous


On 8-24-23 My cell phone did not work. I went to make a call and it would not dial out and a box would appear and say (cellular network not available for voice calls) I had just bought two years of service for my phone on 6-20-23 and i had a accumulated over the years with Tracfone (13.000 min talk time) and (14.000 Texts) and i had (10.7 GB of data) so i call Tracfone to find out what happened. So when i called i talked with 7-diffrent people they tried all kinds of things and could not get the phone to work and they hung up on me many times. Then after many calls they finally got it to work but they took all my time i had accumulated over the years i had (0 time and 0 texts and 0 Gb of data) One lady did give me back (1200-min 1200-texts and 0-gb of data) so i lost all my time i had in my phone. We have been calling over and over to try to get them to return my time but they wont do it. For a company to do this to a long time customer is very wrong! They stole my time off my phone and will not return it. People need to know what kind company this is!

Posted by Anonymous


Tracfone you have cheated me out of 15 gb of my rollover. As I received a new phone for my anniversary I expected to have my gb rolled over as usual. After 3 days of calling and you promising to roll them over I have been cheated out of them. Very upset.

Posted by Anonymous


Lousy. Calls being dropped all the time.

Posted by AngryTacfonealmostuser


Awful, awful , awful, awful company. Stay away!

Posted by Gina


Stay away from Tracfone! If you damage a phone you can't set the new one up because you can't register phone # in New phone without a way to get text code they won't use your email. Can't talk to a person here in the USA, foreigners

Posted by Anonymous


I don't find the phones bad but the service is horrible..app always telling me phone is inactive and if u talk to a rep they just say sorry..DO NOT USE THEM AS CARRIER !!!

Posted by Anonymous


The customer service is very terrible ? the company should be out business

Posted by John


DO NOT USE Tracfone!!! My plan was set to expire in November 2023 and currently had 975 min, 822 texts, and 1.01 gigs of data remaining. Knowing I wouldn't use all of that, as this is a back up phone for work. I purchased a 1 year extension on May 20 carrying me until Nov of 2024. Out of the blue the other day I get an email stating my service was set to expire on July 29 unless I renew. (Where did that date come from??) So, I called Tracfone yesterday the 29th and spoke to Victor (Employee#518484) who assured me he had set my phone to reflect the correct expiration date 11/20/24 at midnight. I wake up this morning and you guessed it NO PHONE!!! Tracfone just stole $80.00 from me. Customer service lies just to get you off the phone.

Posted by janet


I was on auto pay, they started billing me 2X per month, would not give back credit, then I asked for cancell they gave me 4 .5 months cancell date.

Posted by Kp


Tracfone was bought out by Verizon 1/1/2023 and service has been downgraded. You can no longer use the hot spot feature on your phone with the yearly service plan. You now have to purchase a separate hot spot plan. Signal strength and connect speed has also been degraded and is very slow in the northern Wisconsin zip code 54501 area.

Posted by Anonymous


Need another phone at no charge to replace a lost/ stolen phone. Have done business with tracfone for over 10!years! My request has fallen on deaf ears. Appalled at the lack of the company 's desire to keep me as a customer and buying minutes.

Posted by Roger


Phone Stolen - Ordered New PHONE - Activation on line requires that it already be activated (duh) Refused to give me same number - then cursed REALLY CURSED at me, then debit my account again. Many Many Calls --- CHAT is unable to even see your account - Useless. Tech support not allowed on CHat. Promises Promises - No result - going on 45 days just to get my phone number 202 459 7089. Absolutely Raving IDIOTS.

Posted by bernie


i bought a new sim card and called them to activate it they asked me for numbers i call frequently to verify my account when i told them 2 numbers they said i dont call those numbers frequently as if i'm too stupid to know which ones i call after several phone calls and online chats later my sim is still not activated after years of their \i'm done with them

Posted by Amber


I'm trying to close my mother's account, I have all the information but, the only thing I don't have is to be able to get into the phone itself. They phone is messed up I'm not sure what's wrong with it but, the lady's on the phone wouldn't turn the account off! I need you guys to stop taking the money put of her account. No body is usein gthe phone and your still charging my mother's account! And she passed away June 21 2023! I will be speaking to my lawyer and you will be hearing from him very soon !!!!!!

Posted by watchmen09


They used to be a reliable company; I'm not sure what happened, but that has stopped. (Some online have said they have gone downhill since Verizon took them over.) Anyway, I spent an enormous amount of time with customer service trying to fix the issue, which was never fixed. I recommend avoiding them and trying a different company.

Posted by LD


I chatted with 2 tracfone agents, when they couldn't answer my questions, there was no more chat. I added 60 airtime mins. to my phone, but still had 0 texts, etc. They said it was talk only mins. I asked why does it have 60 minutes talk, text and web on the airtime card? Crickets, not even a goodbye. Sad service, the agents can't answer the questions so they stay silent hoping you'll leave the chat.

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Posted by Jennifer


I got great help at TracFone customer service Cherise helped me through everything on my cell phone very knowledgeable and very very helpful kudos to Cherise!

Posted by Anonymous


I would like to heartily commend your agent Krisha, who patiently helped me and solved my issues tonight.

Posted by Anonymous


To Management of Track Phone- On June 30th I had to have some issues resolved with my phone. First of all I needed a new number and also a transfer of service back to my old phone-The customer service I received before June 30TH was not good at all. Then on June 30th I called and talked with MHARLENY she is based in the phillipiens, within merely minutes she had my Number Changed and transferred it back to my old phone-She also shut off the old one also-I very seldon write reviews, but Mharleny needed to be rewarded for her service. Sincerely,Susan L. Cannan.

Posted by Tracfone customer


I have had a Tracfone for 10 + years ... and now am upgrading to an i-phone! Called customer service today about a billing issue, which was immediately resolved. (if you don't want to stay on hold, I suggest you leave your # & have them call you back).

Thank you Tracfone!

Posted by Anonymous


Thank you Angelo for quickly resolving my problem with tracfone!

Posted by Anonymous


My Tracfone Sim Card Was Accidently De-activated.i Contacted Customer Service And Was Told I Would Need A New Sim Card.i Received The New Card And Called Customer Service For Activation.a Supervisor Named Lalian (id#540244)assisted Me With The Process Of Activation.i Believe He Is Based In Columbia,south America.he Was Very Kind,knowledgeable And Patient With Me,through The Activation Experience.my Phone Was Activated And He Suggested A Digit Security Code So This Would Not Happen Again.i Feel He Is An Asset To Your Company And Should Be Recognized By Upper Management For His Excellent Customer Service Skills.thank You For Your Time In Reading This Comment,and Thanks Again To Lalian !!!!!

Posted by Richard


I Just Bought A 400 Min For 1 Year And Lewis Helped Me And He Was A Very Good And Actually Excellent Man. If All The People That Your Have Working For You Was Like Him You Would Have No Problems!! Thank You Lewis!!!!!!!!!!!!

Posted by N/A


TracFone/Net10/Straight Talk/Simple Mobile.. They are ok as a customer service but they all gave me 10 different answers on questions but they did help me with the BYOP... The only thing they should change is after service end date make the number STICK to the account for 30 days and make it be Guarantee instead of saying they can't Guarantee it.

Posted by Anonymous


I called to add pending minutes, Swayzel was so very patient and polite, took the time needed and answered all my questions. Thank you Swazel

Posted by Roncl


Just wanted to let you know that after two days of problems,unresolved that for the third day I've gotten great results.I want to say that Roncl was wonderful.Had my problem fixed within a reasonable amount of time.Don't know why I kept getting put off ,being asked to give another 24 hrs.for the problem to be resolved.I can't praise him enough!!!

Official company reply

Hi. We are glad to know that your issue has been worked and responded in a timely manner. Should you need further assistance in the future, you can contact us again and we will be glad to help you.

AprilTS 7/4/16 1:01PM

Posted by Patrick


I too got a message from Tracfone that they were migrating from 2G and that I needed a new phone if I wished to continue my service. I got on their website and used their "Chat" feature and asked "Janine" a few questions about the migration and she volunteered that I could get a FREE phone (which I wouldn't have known about otherwise). She said because of volume, to allow up to 30 days for me to get it, so I was pleasantly surprised when it came just several days later via FedEx 2-day delivery. When trying to then transfer my old Tracfone number (and minutes) to the new phone through their website, I ran into a problem and began another "Chat" session, this time with "Salvador." He worked through the problem and got my new phone up and running with my minutes from the old being transferred. Thank you, Janine and Salvador!

Posted by VP505


Back on 4/27/16 I posted a complaint that all of my airtime minutes, data units and text messages had been erased from my phone and that customer service was not willing to do anything to restore them.

After filing a complaint with the Florida Better Business Bureau corporate Headquarters investigated I am happy to report that Tracfone has since restored the lost airtime. Thank you Tracfone for resolving this issue.

Posted by griniejohn


Thanks for the great help you gave me on fixing my situation on my phone. As my agent thank you did a great job. Thanks again and good luck to you.

Posted by Anonymous


tracfone for years sends me email alerts about my minutes are about to expire. when i gained over 1000 minutes they didnt email me an alert causing me to loose my minutes. good move on their part.

Posted by Anonymous


Tracfone is good, if you remember this is a company whose ownership is based in Mexico. Remember to call early instead of calling during peak hours. Indicate exactly what you are calling about. As for purchasing a phone, I have used an outside vendors and even an unlocked gsm phone which I very happy with compared to cdma phone. I have had other providers & customer services are all the same. Be patient. I use Tracfone since my usage is for calls only, choose the 1 year plan.

Posted by Anonymous


Tracfone 888# Very helpful. I tried their standard # & others (1hr. await after 5p CST) to find out the status on porting my # to Tracfone. With the 888#, I had faster result & I called ALOT earlier since the customet service starts at 8:am EST.

Posted by koski41


my online purchase for mins has been reported but my minutes and dates are not appearing on

Posted by Anonymous


Lost minutes when android would not work & had to get new phone. I lost 390 minutes & they only gave me 40 min. Difficult to understand.

Posted by LaJana C. Booker


Yes I was Please to find out that yes yall accept our comments, but how do i LaJana Booker get my 350 minutes for ten dollars. I really need to find out what it is that i can do to those 350 minutes. Please respond.Amen!!!!

Posted by Kelly@yahoo


Hey I called Tracfone an got 10 dollar deal .now I got 350 min for $ 10.00 . the women was very helpful

Posted by veteran


credit where credit is due
it took some time but thanks to the team at tf.corpresolution team i now have my original phone number back and all is working well.
a special thanks to the following people, who kept the resolution going for several days to come to completion, Angel,Jose,Ashley,Felice,Mike,Joy,Maria,Linda,Katie. thank you so much.
and thanks to henri and javiar for their service at the call center.
thanks again

Posted by Davinci


July 18-19, 2015.
Must comment after reading all the negative info. I upgraded/switched phone. My experience was truly excellent, fast, and courteous. I dealt with more than 1 individual, both were knowledgeable and efficient.

Posted by Anonymous


I am a TracPhone customer. Previously I had a Motorola Razor which would sync with my car's Bluetooth. With the lid closed I could use the Razor from my car's Bluetooth interface. My Razor died and I purchased an Alcatel A206G flip phone from TracPhone expecting similar service. Unfortunately the Bluetooth feature is off with the lid closed making it fairly useless with the car as an open lid phone vulnerable to damage and doesn't fit well in a pocket. Since TracPhone didn't consider this aspect of their service when selecting a phone vendor it looks like I'll have to select another service provider for the car. I am a TracPhone customer. Previously I had a Motorola Razor which would sync with my car. With the lid closed I could use the phone from my car's Bluetooth interface. My Razor died and I purchased an Alcatel A206G flip phone. The Bluetooth feature is off with the lid closed making it fairly useless with the car as an open lid phone vulnerable to damage and doesn't fit well in a pocket. Since TracPhone didn't consider this aspect of their service when selecting a phone vendor it looks like I'll have to select another service provider for the car.

Posted by Anonymous


my tracphone has been ringing continuousejy all day long addvertising their special offers that im not interested in and ner will be interested in.I want it stopped lmmediately. Don tate

Posted by love1111


Hi well i just think that you guys only complain and what i have heard by diffrent reps is that you guys just dont follow instructions and i had a great comment to say about a rep from tracfone he told me he is from Belize CA and his name is Walter he have a great personality i spoke to his supervisor and i just hope that more customer reps like him were available...in love with his service and hope next call i make to tracfone he helos me with my issue.

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Posted by dawnefer


I sell your product. I also recommend it as a good value. but your customer service is so horrendous that I have to warn people about it. Tracphone, Straight Talk, or Net 10 it doesn't matter. I recently spent 1 1/2 hrs (1 hour of that on hold for a supervisor) trying to resolve an issue for a customer only to be told that nothing could be done.
Half of your reps are nearly impossbile to understand, some others pass you around and make you repeat the same thing over and over again, a huge waste of time, mine and my customer's.
You need to improve or lose customers it's just that simple.

Official company reply

Hi, this is April from TracFone Wireless. We apologize for the hassle you've gone through in assisting one of our customers. If you're in need of assistance concerning our service, you may email us at [email protected]. Thanks!

AprilTS 9/1/13 1:38PM

Posted by belizean CCR


please guy! i understand your frustration and believe it or not I as a customer care representative feel sorry you had so bad service. I am a Customer care representative working in Belize for tracfone, net 10 and safelink. We have to deal with the 3 phone companies and all of them have a different way of getting things done. All of the calls are monitored by people in Miami and if we don not follow what their script say we get fired. we have to repeat every single word and follow a sequence. So please try to be a bit more understanding of us we only follow and say what the same people in your country wants us to say. we have to work nine hours Sunday to Sunday for only three dollors an hours. and i have to travel two hours the least to get from home to work plus i only get 30 minutes lunch break if i take one more minute i get discounted for it.

Posted by CSR from Tracfone


Hello to all.
At this time I am not a customer but a customer service representative. I do agree with your comments from my side. But I have to ask you to forgive the agents that you are use to deal with. Most of the times is not their fault. They just follow instructions and follow guidelines. For example if the agent tell you that the problem on the phone is because you have to delete your text messague regulary is because the system tell us to tell the customer just the same thing. We do not know the problems. Is the system which tell us what to tell and also what to do. Sometimes customers want to ask things that the agents are not taught about, and the only answer that is left to us is to repeat the same thing we just have said. Now I have a request for you customers, next time you speak with a customer service representative as me do not treat us badly. Thank you and continue with your lifes. I hope to assist you succesfully in a call if we meet in the future.

Posted by TRACFONE


Hey Tracfone User

My Name is Elston and I am a Tracfone Employee and I am here to assist anyone that needs any assistance. My contact information is 1.800.626.4883 ext 6107 or by email [email protected]

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Contact Information
Customer Service
800-323-2366
Customer Support
888-442-5096
Direct Sales
800-323-2366
Headquarters
800-876-5753

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