Tracfone Customer Service Complaints - page 4

Well since Net10 is owned by Tracfone I have decided to post here as well as several other sites, I was a customer of Net10 for the past 12 years and recently around January of 2022 Net10/Tracfone made changes to their network as most carriers have going to the Volte standard.
We received a notification from Net10/Tracfone telling us that in February our phones would no longer work with their network and we would have to purchase new phones, we found this odd as the phones were Galaxy S9+ 2019 and were unlocked so we called them to inquire about it, this is when the nightmare started.
After doing some research online everything we read said that our phones are in fact Volte compatible so we called customer service, after about a 30-minute wait, we were finally connected to an agent, the agent checked the phones and said yes, they (our phones) are compatible but we would need new sims card and that Net10/Tracfone would send them to us free of charge.
I said great and we waited about 4 days and finally received them, I contact customer support to setup the new cards and after another 40 minutes the agent came back on and said our phones are not compatible with the new network and we would have to purchase new phones, I explained to the agent that the previous agent said that the phones were comparable and that is why they sent us new sims.
The agent then put me on hold and said he would check, the agent then came back on and asked me for the IMIE number of my phone and the number of the new sims card, after providing him with the information he wanted he then said that the sims card we have are the wrong once's and they are Verizon sims cards and not AT&T and we would have to go purchase new sims cards.
At this point you understand we were getting a bit frustrated, with that said I hung up the phone and went to nine deferent locations till I found Net10 sims kits, I returned home and called customer service yet again after about another 30 minutes on hold an agent came on and walked me though the prosses of installing the new AT&T sims cards and getting the phone updated.
The phones seemed to be working fine and the agent said we should be good to go.
Well, you would think our phones were updated and good to go but you like myself would be wrong, on February 24th 2022 we went to bed got up the next morning neither my phone or my wife's phone would not work, would not send or receive calls or text, at first, we thought there was an outage in our area and I used the net10 chat support to contact them.
The agent in chat checked and said yes there was an outage reported in our area to wait two hours and try them again, after about 3 hours our phone still did not work so I went to my moms and got her phone to call them yet again, after about 45 minutes on hold an agent came on and I explained that our phones had stopped working.
After the agent put me on hold for about 5 minutes the agent came back and asked for the IMIE and the sims number, I provided her with those numbers she put me on hold again while she checked, she then came back on and said that the sims cards are for new Net10/TracFone phones.
I informed her that the kits were BYOP kits, she said that they are not compatible and that we would have to purchase new cards, at this point I was getting pissed as our phones would not work, and now I have to order sims card yet again, I proceeded to order the card though her and she said they would be there is a few days.
After a few days the new sims cards arrived and I contacted customer support again this time it was only about a 15-minute wait, an agent came on and I explained to him what had happen and that I now have the new sims card they just sent me.
He asked me for my IMIE and to open the sims cards and give him the number on the sims card, but without a blink I notice that the sims cards were T-Mobile cards and I new right there that they were not going to work because we were told we needed the AT&T cards and I told him they said T-Mobile.
He said let me check after about 5 minutes he came back and said no those cards will not work, I asked him why they have sent us the wrong cards twice, and we have been almost a month without our phones working properly.
He continued by saying the only thing he can do is send us replacement cards, well this was the last straw I told him thank you and hung up.
This is not were it stops, we went looking for a new carrier and found one (NON TRACFONE), the new carrier sent us new sims cards and we received them in a couple of days, with the new carrier I did not have to contact anyone I inserted the cards and went online and activated our phone.
After activating our phones with the new carrier what know our phones now have VoLTE, WIFI calling etc., so it looks like our phones are compatible, ok so now comes porting our numbers over, we went through the prosses and waited on the porting to complete.
Our new carrier informed us the next day that Net10/TracFone rejected our port because the account numbers were wrong, and that I needed to contact them and have them release the numbers for porting because they could not submit them again.
Well, here I am calling Net10/Tracfone yet again, I finally got someone on the phone after on hold for yet another 30 minutes, I told the lady that I wanted our numbers released so we could port them to our new carrier, the agent then said we need to send you a text with a validation code, I said wait how are you going to do that when the phones have not worked in almost a month.
She then said she could send the code via our email accounts on file, I said fine I proceeded to give her the codes and she released the number, I thanked her hung up and within3 minutes got a text from our new carrier saying our ports were completed and our numbers have been updated.
Woo-hoo our phones are now working and everything is awesome we can now text send and receive calls and in HD quality at that, but wait it is not over yet.
After getting our phones updated and getting our old numbers working with our new carrier I still got screwed by Net10/Tracfone, my wife had her phone set to autopay every month so hers was easy I just logged into Net10 and canceled her autopay and removed her payment method.
My on the other hand was paid for six months in advance, I paid it like this so I did not have to worry about the bill ever month, I yet again contacted Net10/Tracfone after holding around 20 minute I asked the agent about getting a refund and the agent transferred me to the refund department.
Right away a refund agent came on the line and I explained that we switch carriers and that I was paid ahead for about 4 more months and would like a refund, she then took my number and said please hold, after a few minutes she came back on and said when you ported your number out to a new carrier you have forfeited any refund, I asked her to point out the policy to me and she refused and hung up on me.
Needless to say, Net10/Tracfone screwed me out of around $200 bucks plus all the time waisted I did contact a lawyer and he said he would look into it but I am not going to hold my breath.
After 12 years this is what you get, this is exactly why I by unlock unbranded phones.

I had been a satisfied tracfone customer for 15 years until early October of 2021. At that time I had to replace my LG flip phone to meet the new 5G requirements. I purchased a tracfone LG 5G compliant flip phone from Best Buy. The phone was defective from the start. It would suddenly power down and then take a couple of minutes to reboot. other times it would lock up and take 12 to 24 hours for the battery to discharge, and then I could charge the phone and the process would start all overt again. In early February 1022 I contacted customer service. Customer service agreed that My phone was defective. They emailed me a UPS shipping label. I shipped the phone off to a tracfone address in La Vergne, TN on February 7, 2022. Customer service said the once the phone arrived in Tennessee they would ship me a new phone. I received verification from UPS that the package had arrived at the Tennessee address in a few days. A replacement phone has never been sent. It is now March 20, 2022 and I am still without a phone. I've contacted tracfone customer service 5 or 6 times in the last 5 or 6 weeks. numerous times I have been told that the replacement phone has been sent and will arrive in 3 to 5 days. It has never arrived to date. Its been a nightmare. The customer service reps are located in Asia and are barely understandable, lack compassion or sympathy. I recently traveled with my laptop. I could not access most of my internet sites or my emails because I needed my tracfone to receive verification codes when using remote wifi connections. I am thoroughly frustrated and will be leaving tracfone.

RUN don't walk away from Tracfone & its' parent company, Verizon!! Long, long wait times calling in; Customer service Reps mumble and fumble with their words - not giving you a straight answer. EVERY time you call in you get a new Ticket Number so KEEP TRACK OF EVERYTHING!!. RUN!! RUN!! RUN!!

Tracfone is absolutely the most effective at preventing access to support. They sent me a phone but I can't activate it online and can't find a way to get to support. Chat feature doesn't work. They never email me a code when I try to get support. I've tried until I gave up; wife tried until she was so upset she forbade me to even mention it again. I tried again, no success. I'm giving up.

I got no service help at all. I was to be rooted to a expert and was going to be charged a fee for fixing tracphone problem. I have been with you since the late 90's with no problem. Till now. When I try to make a call an automated message says my service out, but I have 189.62 mins. And my service is good until May 14,2022. I lost almost 30 mins trying to get someone to answer the phone.

The Kids that got a phone and left a positive well we all remember our first cell
phone and the crap we put up with . Now I have been with TracFone for 15 years looking back no issues looking forward with 10 years of time paid up my cell dont work and it is
worse than my first cell 28 years ago the big gray one and one in a bag. This is worse
than a string and 2 soup cans.

im going to a lawyer and filing a law suit because you guys failed to provide the services you claim to provide and that is a lawsuit. you are the worse phone service ever

Your tv commercial.. I was about to buy your service... Your ad goes ... Mom calls ... " I don't want to talk to her" Totally turned me off... such poor taste... you lost a customer.

Co claimed to reward you and the person you referred 5000 reward points ! They give you a code and tell you to enter it on the website.I tried talking to them more than 15 times ! Never could find a place to enter the codes ! They then said I was past the 15 days after referral and no longer could receive the points .They have chinese people in customer service that you can't understand ,also ! They frustrate me and I won't referr anyone else! My neighbor inquired to me and I told him enter at your own risk!He went elsewhere ! There you go tracfone screwed yourself!

I am not very happy with customer service I have been trying to get a replacement phone Iget same answer from all I'm so sorry in addition to holding for long periods of time. I sent you phone back you received on July 14 it took you til the 19, One rep said 1 or 2 days this has been going on since June when I started, first it took them several tries to get Shipping label to me, I can't believe I can't get an HONEST answer from anyone!!!! What next? This last person just told me 3 to 5 days AGAIN....

Tracfone was terrible had us on hold for over and hour the first day never came back to the phone... called them back 2 people late4r they said fixed
4th person finally got the phone registered
one week later doing daughters phone
I askd them to check my account they said oh your phone has no renewal or added minutes grrrr which was not true was done the week before
they finally found the account and said wait I see you have minutes but no renewal on record grrrrrrrrrrrr
what a pain in the neck to get it straighted out

The worst mobile phone company I ever experienced. I already have a nice Samsung phone, but they pressured me to buy a new phone by claiming my phone is not compatible with new network technology. When I refused and cancelled the auto-refill, they suddenly degraded my service. I still have 6 months already-paid service on my plan, but now my phone can't receive calls nor text messages. This company is just a thief!

Worst company ever. They are all polite but can solve a problem. I have been waiting and calling about my replacement phone since May 25th 2021. Today is June 28th 2021. More than 30 days. THEY ARE HORRIBLE. I AM SOOOO UPSET WITH THESE PEOPLE

Been in Best Buy over an hour while the Mobile help desk has been trying to activate this LG flip phone I was buying for my father in the hospital. Tracphone customer service line is useless.

Disgraceful company. Phone doesn't work and they say I used up my 2 GB when I have 700MG left. Can't get internet or American rep or any reputable help.DON'T BUY FROM THEM!!!!!!!!!

Tracfone company is the worst in selling defective phones that would not charge. I returned the phone to TN, and was promised a replacement phone, now they told me there are no replacement phones available, but I told them that I can go on Tracfone and pay for a phone and they would ship it to me, so its available only for MORE - MORE $$$$$$$ for Tracfone. Thats dishonest. I already paid for my phone, bought a lot of minutes and GB, now their phone is defective, and they are giving me a hard time to ship a replacement to me. I talk to Guetemala, Phillipines hotlines, who only work with ticket information, thats what you get when the US outsource their work overseas and no one from the warehouse in Indiana can actually talk to you. China phones are not so smart, they are defective, catch fire, and its a disaster, just like the CHICOM.... Whose smart idea was it to outsource most of the US Jobs, now chicom is rich.

Don't buy from them!!! It's been almost a month and I have not gotten my refund back!

Spent four hours and four agents still no transfer of plan to new phone. After third time circling the wagons I was promised text messages after I got off line. Silence. Fourth agent promised a higher up return call in 15mins. Silence. Maybe they'll resolve the computer issues they were having but wouldn't do anything to help. Heard weak apologies and no efficient resolution.

I called to cancel an order I had placed an hour earlier. I got a customer representative whose English was almost incomprehensible. It took me over 10 minutes to get him to understand my email address. He then transferred me to another rep whose English was better. Where are these reps located? Why do they always speak such atrocious English? TracFone and other companies can do better than this!

I have been a customer since June 1st, 2019. My personal experience with your customer service has been terrible! Every time I have had a service issue it take 45+ minutes to resolve. Often there was no resolution. I have a VERY DIFFICULT time understanding your representative. I end up apologizing multiple times because I can't understand them. Finally I decided it was no longer worth all the aggravation. I canceled my service 2 days after my automatic monthly renewal. Your company refuses to reimburse me for the 26 days of service owed me. I have filed a complaint with the Better Business Bureau, B of A American Express and Business Consumers Bureau.

For one month I have been talking to chat agents. I cannot access my accounts and they are not able or capable of fixing the problem.

tracfone ripped me off for 25.6GB data and 36000 text and 250 min talk and shut off my phone while i was talking to them on 611 #. now i was tolled to buy more air time if i wont to use my phone. ticket# 1217978719 if someone wont's to call me tomorrow OK if not i am going to take legal matters out against tracfone. theft of $500 or more is a felony

I have had my Tracfone for 48 hours. I have already gone through almost all of the 120 minutes that I purchased just trying to get the phone set up. I have been sent back and forth from retailer to manufacturer to Tracfone trying to get answers to basic questions. No one at any of the 3 companies can tell me what format or class or SD card is compatible with the phone. They keep answering my question by stating card capacity limits, which vary depending on which rep I am speaking with, even within the same company. They could not help me to set up contacts without allowing social media permissions, thankfully I found help for that online, but I shouldn't have had to. So far no one can tell me how to get past the daily software updates in case of needing to make an emergency call. The 7 minutes that I waited for the installation and reboot could have been life or death if I was dialing 911. Not a good alternative to a landline for a house phone.

I bought a defective tracfone motorola g7 from hsn.com in late april that failed to activate may 9th. Tracfone instructed me to send bad phone to a Tennessee warehouse that received the bad phone may 15th. As of june 30th 2020 Tracfone has failed to ship me a working replacement phone. The Corporate Miami phone number looks like a US number but reroutes to the Phillipines. Reps refuse to give last names or names of management at alleged Miami US Corporate Headquarters to let senior management know of ineffective Phillipines customer service who seem to be avoiding Tracfone responsibility to replace that defective phone as repeatedly promised since May 9th 2020.

I talked to 9 different people in customer service today and could not get any help. I was transferred to the Plilliphines, Columbia, and Guatemala. Still no help. This company needs to bring service back to USA.