TracFone Wireless Customer Service Issues

There was an address mix-up with my mom's phone delivery, causing it to be sent to the wrong state. It was returned to the warehouse, and I've been struggling to get it to her for about a month. Despite numerous calls to customer service, I've faced long waits, being transferred, and even getting disconnected. The salesperson I spoke to mentioned an investigation due to the shipping error, but I've yet to receive any updates despite providing my details multiple times. I was promised a follow-up within 24 hours, but a week has passed, and I'm still waiting for a resolution.

I bought a Moto G Pure and haven't had service since late February. The phone can send texts but can't make or receive calls. When I try calling a working landline, the call ends after a pause. Calling the cell phone from a landline results in clicking sounds and disconnection. Essentially, the phone is unusable for calls.

I have been on auto-refill for my airtime for years, but this past month, my airtime wasn't added. Discover, the card I use to pay for the service, charged me $6 plus for a service I didn't receive and it needs to be paid by April 18. I'm confused about what's going on. At some point during this period, a message appeared on my phone to add more airtime or the service would stop. I usually ignore these messages because Tracfone is supposed to add the airtime and bill Discover, not me. I tried emailing but got no response. Also, two friends called me and got similar responses about my phone becoming obsolete in the area, and they were supposed to send me a new one about three weeks ago. When I tried to check my account, it wasn't even there. My phone number is [redacted].

I received a free new Orbic phone from Tracfone to replace my old one which is no longer in service. It has been three weeks since I got the new phone, but it has no service, does not recognize the SIM card, and shows no phone number. I've made sure the SIM card is inserted correctly. When I try to access my online account, I receive an alert to call customer service. Every time I call, I get disconnected while waiting for a supervisor. I'm frustrated and annoyed. I want a supervisor who can assist effectively. I want to return the current Orbic phone to Tracfone, receive a new phone and SIM card, and activate my phone number on the new device. I am willing to consider other solutions if available. I value good customer service, and if this issue persists, I may switch to another provider despite being a loyal Tracfone customer for many years. Thank you, Eldenath.

I recently received a replacement phone due to technical changes in the band width. Despite multiple assurances on phone calls that the correct battery would be sent within 3-5 days, it never arrived. When a battery finally did come, it was incorrect for the new phone model, being a [redacted]-1 or [redacted]-a meant for my old phone. The new phone requires an ORBIC BTE-[redacted] or RC2200L battery. I appreciate your attention to this matter as it has been challenging to resolve. Training your staff to be more efficient would save time for everyone involved. The level of incompetence encountered has been disheartening, and I hope we can rectify this issue promptly. Thank you, M. Hurley.

I have been a loyal Tracfone customer for over 15 years and have always renewed my 1-year plan annually. Unfortunately, recently my phone stopped working without any prior notice of my account expiration. After contacting Tracfone support, I was able to get my phone working again but lost my original phone number in the process. Despite adding another year to my plan with a customer service representative, my number ([redacted]) is still unrecognized by the Tracfone app and website. I have spent countless hours speaking with different support representatives, only to face ongoing issues with my account and lost talk, text, and data balance. This frustrating experience coincides with Tracfone's recent acquisition by Horizon, adding to the confusion and lack of resolution. I am relieved to have my number back temporarily, but the uncertainty surrounding my account is disappointing. - Michael M.

On April 28th, I contacted customer service to upgrade my 3G tracfone. After receiving a security code, the tech support person attempted to transfer my minutes and service time to the new phone. Unfortunately, I couldn't make calls on the new phone, so I was transferred to tech support, but no one answered, and I got disconnected. Now, my old phone is disabled, and the new one isn't working, leaving me unable to receive a security code for assistance. Without verification, they can't help me, and I've lost my transferred minutes and the cost of the new phone. I'm currently without a working phone when outside my house. Can anyone provide assistance with this issue?

I recently encountered a strange issue with my text messages. I kept receiving messages from myself stating that I couldn't send texts due to a device restriction or insufficient funds. Thinking it was spam, I tried to fix it by resetting my phone multiple times until it became unusable. I purchased a new Samsung Tracfone, only to encounter the same problem. Upon checking my account, it showed I had zero texts available, which was odd as I typically use Wi-Fi for texting. After interacting with a Tracfone tech, who couldn't provide answers, I decided to buy [redacted] texts for $5. When the purchase was complete, my account showed [redacted] available texts, revealing that [redacted] texts had inexplicably disappeared. I conducted tests, and the phone worked fine, stopping the self-text messages. It seems Verizon caused the issue. If you face a similar problem, check your text balance and consider sharing this information to help others.

I have been a loyal TracFone customer for many years now. Initially, I began my journey with a simple phone back in [redacted], assigned with the number [redacted]. Fast forward to [redacted], I still actively use the same number, mainly utilized by my wife. Over time, I included a second phone in my account with the number [redacted]. Given the February [redacted] necessity for a 5-G compatible phone, I opted for the Bring Your Own Phone (BYOP) program. Unfortunately, my account is currently blocked by TracFone, hindering my ability to add services like minutes, texts, or data to either of these phones. I have attempted to resolve this issue by changing my password multiple times, engaging in chats with TracFone agents, as well as speaking with representatives over the phone and being promised assistance from technicians who never followed through. Despite leaving my information for a callback from Customer Service, I have yet to receive any response. I urge TracFone to promptly rectify this problem to avoid losing two valued customers.

I recently received a call from Tracfone informing me that my phone was outdated and needed to be replaced. I ordered a new phone and paid the price difference. However, upon setting up the new device, it froze. Despite contacting customer service, the issue persists. After receiving a refurbished phone, I followed the provided instructions, purchased a phone card, and attempted to activate the phone. Unfortunately, each time I called, I was promised assistance but ended up being disconnected. Despite having a lifetime triple minutes feature, my service was discontinued. Since April, I have repeatedly contacted customer service, having spoken to representatives around 14-15 times this week alone. The lack of resolution and scripted responses have left me disappointed. I expected more from Tracfone, but the ongoing problem is disheartening. I am open to resolve the issue if Tracfone reaches out; otherwise, I will consider taking my business elsewhere. Thank you. - Anna Marie.

I recently discovered my phone had no service. Tracfone mentioned that my phone was not compatible anymore, leading to the service being shut off. After being advised to get a new phone for free, I transferred my number, but my [redacted] minutes did not carry over to the new device. Tracfone claims my old phone is no longer in their system, resulting in the loss of my minutes. Despite having the same number, I am being accused of lying, and they are refusing to assist. This situation is unacceptable as I value my minutes, which are now gone without warning. I insist on resolving this matter as the disappearance of my minutes is equivalent to a significant financial loss.

I recently purchased a new phone with a service plan from QVC that included [redacted] texts, [redacted] minutes, and [redacted] data for a year. I also had an old Tracfone with remaining minutes. When I tried to transfer my old number to the new phone, I was told I needed to purchase a new service plan for the old phone to do so. I bought a service card from Walmart for the old phone and added it. However, when I transferred the old number to the new phone, none of my old minutes transferred and the new phone's minutes disappeared. Now, only the Walmart service card minutes are showing on the new phone, but I have documentation of my missing minutes. I would like to know if I can send pictures to prove this issue.

I am trying to transfer my T-Mobile number ([redacted]) to my new Galaxy A13 5G with Tracfone using the Serial/IMEI [redacted] [redacted] [redacted] [redacted] [redacted]. The process has been ongoing for 2 and a half days without success. T-Mobile found no issues, but I cannot activate my phone with Tracfone. I requested T-Mobile to close my account, but they cannot do so while the transfer is in progress. I spoke with one Tracfone representative who advised that T-Mobile needs to deactivate the phone to proceed, which T-Mobile cannot do until the transfer is complete. Urgently, I need the Tracfone Portability department to cancel the number transfer request so I can close my T-Mobile account and get a new number with Tracfone. I have had two critical family issues this week, and I am without service. Please cancel the transfer request promptly and notify me via email when completed. Thank you.

I am having trouble transferring my T-Mobile number ([redacted]) to my new Galaxy A13 5G via Tracfone using the Serial/IMEI [redacted] [redacted] [redacted] [redacted] [redacted]. I have been attempting this for two and a half days without success. T-Mobile cannot identify any problems, and I am unable to activate my phone with Tracfone. Despite requesting my T-Mobile account to be closed, they are unable to do so while the transfer is ongoing. I managed to speak to one person at Tracfone who advised that T-Mobile must deactivate the phone, but T-Mobile cannot do this until the transfer is finalized. I urgently need assistance as I have not had any service and have encountered two important family matters this week. I am requesting the Tracfone Portability department to cancel the number transfer request so that I can close my T-Mobile account and obtain a new number from Tracfone. Please cancel the transfer request immediately and notify me via email once completed. Thank you. - Shirley M.

I am attempting to activate my new TracFone using my eligible ACP/Lifeline benefits while retaining my current phone number from Q Link Wireless. I have already initiated a benefit transfer from Q Link to TracFone and was informed by TracFone that the process would take 24 hours. Unfortunately, my phone remains inactive even after the 24-hour period. Every time I contact customer support, I am directed to the portability department, which causes the call to disconnect before I can speak with a representative. Despite explaining my situation, I continue to be transferred back and forth without resolution.

My previous tracfone was damaged by water and no longer turns on. I purchased a new tracfone with a 60-minute card to transfer my old number but face issues with verification as the code is sent to an inactive email. I provided alternative verification information such as possible pin numbers, last 4 digits of phone numbers called, and last 4 digits of credit cards, with no success, except for correctly answering the security question. Tracfone is refusing to transfer my number due to identity verification problems. Despite attempting this process three times, I have been unsuccessful. I need assistance as I wish to retain my current plan with triple minutes and keep my phone number. - Mitch D.

I have spoken with three different representatives from Tracfone regarding my inability to access my account online to make updates or buy a new phone. Both my account and my husband's are inaccessible despite their efforts to resolve it for a week now. They assured me it would be fixed by Saturday, July 29th, but the issue persists. I'm concerned about not being able to manage my 10-year-old account and need to update my credit card details. I'm left wondering about my options moving forward if I'm unable to regain access to my account.

I contacted TracFone on Aug. 5, [redacted], and they ordered a new phone for me. When I received the phone on Aug. 10, [redacted], I reached out to the TracFone service center to activate it. I had difficulty understanding the service representative due to their accent. Despite multiple attempts with different representatives, my new phone could not be activated successfully. On Aug. 15, I made another attempt but struggled to comprehend the representative. I also tried calling a number that did not work. Today, I discovered that I was not listed as a Verizon customer in their database, and my reception signal shows 1 or 0 bars. When set to LTE/CDMA, I get 0-1 bar, and with LTE/GSM, I get 4 bars. The focus on text rather than voice use has made it challenging to access my TracFone account.

I recently bought a phone and need assistance from a live person regarding some issues. I have received multiple messages on the phone and am unsure how to delete them. When I contacted one of the numbers, a lady mentioned that I might have the old phone number of her son. Most of the calls have a [redacted] prefix. Additionally, I am getting notifications but am unsure how to respond to them. At 83 years old, I find using phones challenging, and only one person has my number, which is the only call I wish to receive. Could someone guide me on how to operate this phone? While it is supposed to be easy, I am finding it complicated. Please call me on my home phone at [redacted]. I would prefer a phone call rather than an email. Thank you. Jerrie C.

I purchased a TracFone True Blue from Dollar General five days ago. Upon receiving it, the SIM card inside the phone kept showing an error that there was no SIM card, even though it was inserted. The customer service representative transferred my number but did not transfer the SIM card number, causing a network issue. After buying another SIM card, I discovered that my phone number was previously used for Total Wireless, which was deemed incompatible. I insisted on keeping the number due to its importance. I am dissatisfied with the product and request either a repair with full minutes or a refund for the phone, minute card, and SIM cards purchased. I am not wealthy and spent my last funds on this device, prioritizing a phone over my water bill. Your assistance in resolving this matter is greatly appreciated. Thank you for considering my predicament.