TracFone Wireless Customer Service Issues

I bought an Alcatel flip phone from Tracfone in late December [redacted]. On January 3, I attempted to activate it online but encountered errors during the purchase of [redacted] days of service with a second year add-on, totaling $[redacted].85. After the failed attempts, I successfully activated the phone for 30 days. However, I discovered two charges of $[redacted].85 each on my credit card statement from Tracfone that were deemed invalid transactions earlier. Despite a language barrier with the customer service agent, I tried to resolve the issue but ended up contacting my credit card company to dispute the charges. While waiting for resolution, I tried to add more minutes but encountered further issues with two more charges and no service added to my phone, resulting in a total of $[redacted].41 for all transaction attempts in January. I request a prompt refund to my Mastercard and AMEX accounts for the charges incurred as I have not received the services paid for. I also seek further assistance from a proficient English-speaking supervisor moving forward. Thank you for addressing this promptly. Best regards, S.B.

For a week now, since last Thursday, I have spent over 8 hours on the phone with tech support and chatted online twice daily, trying to fix my newly purchased phone that cannot make or receive calls. Despite working with 6 different tech agents, the issue persists. During my last call yesterday, I asked for a replacement due to the 90-day warranty, but the tech abruptly ended the call after setting conditions for the replacement. I am seeking a prompt resolution to this matter as I firmly request a replacement for my faulty phone.

My current ZTE phone is having issues with the power/lock button and a damaged screen, so I decided to purchase a new phone, the Motorola E5. I attempted to activate it last night but encountered problems with your automated service. It requested the serial number, but I faced a dilemma as the numbers on the red activation card for the ZTE and the phone's memory did not match. Unfortunately, both codes I tried did not work with the automated system. I managed to power off the phone a couple of times, but the volume button and power button are not responding well. I just want to activate my new phone smoothly. What are your available call hours?

My spouse and I have been loyal TracFone customers for more than ten years. Recently, we have been purchasing the $9.99 thirty-day plan with an additional [redacted] service days for around $49. This arrangement has been ideal as we can carry over minutes and texts. However, we now find it challenging to purchase service days separately at a reasonable rate. The customer service representative explained that this extended plan was a promotion, leaving us with pricier options that include more minutes, texts, and data than we require. We are hoping that TracFone will reconsider and reintroduce the option to buy standalone service days at an affordable price, as we have done for years. Additionally, clarification on the distinctions between Smart Phone and Basic Phone plans would be appreciated, especially why a $99.99 Basic Phone plan cannot be used on our Moto G5 or with the $19.99 90-day plan. We await your response and appreciate your assistance.

On Saturday, I attempted to add days and minutes to my Tracfone. Despite buying 2 sets of 90-day 60-minute plans, only one was added to my phone. The online confirmation only showed one plan, which raised suspicions. After a phone call, I was advised to contact my bank. This morning, the bank confirmed only one plan was applied and directed me to Walmart for a resolution. Walmart staff initially sent me to the phone section, then to the service desk, where the issue was supposed to be fixed by 12:30 PM. However, upon returning home and checking my Tracfone, the problem persisted. Despite the efforts made by the individuals at Walmart, I remain unsatisfied. I will pursue this matter until it is resolved fairly, as integrity is important to me. Although this is a minor monetary issue, I seek a just outcome from Walmart's online Tracfone service.

Regarding Order No. [redacted]54 for a BYOF SIM card, I want to address a delivery issue. The package was sent via Fedex on 3/19/[redacted] for a two-day delivery, anticipated on 3/21 or 3/22. Disappointingly, it did not arrive as expected. Fedex's tracking revealed it had reached Fedex Ashland, VA pending delivery; I even visited the facility on 3/23. The representative mentioned it was locked in a trailer. I was assured it would be located and delivered by 3/25, only to discover on 3/25 on Fedex's tracking that it had been delivered on 3/21, supposedly signed for by an unfamiliar individual. Despite contacting Fedex (Case No. [redacted]) and awaiting resolution by the 27th, I may need to engage Tracfone for a lost order procedure. This situation, prompting numerous calls and investigations, is quite a hassle for a 99 cent SIM card. I recommend exploring alternative carriers in the future. Hopefully, this matter can be swiftly resolved or the item sent via regular mail. Regards, T.G. [redacted] Ashland Park Dr. Ashland, VA [redacted]

Regarding Order No. [redacted]54 for a BYOF SIM card, I experienced delivery issues with Fedex. The package was supposed to arrive on 3/21 or 3/22, but did not. After visiting the Ashland Fedex Ground facility and speaking with a representative, it was found locked in a trailer with no immediate access. Despite Fedex tracking indicating delivery on 3/21 signed by someone unknown, efforts are being made to locate it. Fedex has been contacted, and a case number provided is [redacted], with the tracking number [redacted][redacted]. I have been advised to wait until the 27th before pursuing a lost order process through Tracfone. This has been time-consuming and frustrating for a 99 cent SIM card. I recommend considering a different carrier in the future. Hope for a resolution soon. Thank you. - T.G. Ashland, VA.

I am looking to activate my refurbished iPhone 6s Plus with a compatible Nano-SIM card. Due to WiFi issues, I haven't used my phone in 5 months. Can the iPhone be activated through iTunes or iCloud without WiFi access? Could TracFone assist with providing a compatible Nano-SIM card as your website's information was unclear? I believe I have prepaid for over a year's worth of service. If TracFone can't provide the Nano-SIM, will they refund my payments? I currently rely on a landline. Thank you for addressing my concerns. Regards, M.G.

I am experiencing signal issues with my ZTE Majestic Pro LTE phone, model number z798BL, while enrolled in the SafeLink program for over a year. Initially, I had good signal at home, but after a period of disconnection due to late recertification, I no longer receive a signal at home. Despite Customer Service resetting my network and advising me to reboot my phone, the problem persists. Reports of tower maintenance were conflicting, and I continue to have no signal. While calls can be made away from home, the lack of signal is concerning as my only means of communication with family in another state. I am seeking resolution, possibly in the form of a signal booster. I will contact Customer Service again, hoping to resolve this issue promptly. Thank you, Shannon S. Phone info: Serial Number: 6abd68fb SIM Number: [redacted] IMEI Number: [redacted] Phone Number: [redacted] Address: [redacted] Telephone Rd Milam, Texas [redacted]

I am extremely disappointed with Safelink, and I will not engage with Tracfone again. I will persist in seeking a solution to the issue where money was taken from me. Let me explain: On April 1st, I saw a $40 plan on Safelink's site for unlimited text, talk, and data. I contacted them and purchased it, being assured it was truly unlimited data. Three days later, the service stopped. When I called to resolve it, they claimed the plan did not exist. However, I have been billed $43.93 on my credit card for it. Despite my requests, they refused to refund the amount, insisting the plan was non-existent. My frustration grew as I was transferred between representatives and kept on hold in a different country. I will not do business with Tracfone again after this experience. All I am asking for is my $43.93 refund.

Dear Tracfone, I've been a customer since [redacted]. Last year, I paid $[redacted] to renew my service, but none of the codes worked to activate it. I managed to keep using it without the [redacted] extension. Although I mainly use it for voicemail and didn't receive the purchased minutes, I had enough built-up minutes. I recently renewed my service but struggled to activate it despite discussions with your representatives. If you can deactivate my phone, you should be able to reactivate it. If my phone isn't compatible with your systems, could you provide a replacement and transfer my purchase? Sincerely, B. Meyer

After not using my phone for a few weeks, I connected it to charge. Upon reaching a full charge and prompting me to unplug to save energy, I discovered the screen was black. Concerned my minutes had expired, I attempted to add airtime. However, the screen remains blank. Despite multiple calls for assistance, I am stuck in a loop where the automated system claims to process my request and then disconnects. Seeking guidance on how to resolve this issue.

My phone, which is only about 2 months old, is not allowing me to use the voicemail app. When I try to check it by calling, it shows as empty, but when I dial *86 from my cell, it informs me that I have messages. Additionally, when I leave my house, I cannot use any other apps on my phone, and it seems to stop working altogether. I am struggling to understand what settings might need to be adjusted. As a senior citizen and a person with disabilities, I find it challenging to keep up with technology, especially due to a recent accident. I just checked, and my voicemail says it has 0 room, yet when I call, it shows that I have 3 messages. Your assistance in resolving these issues would be greatly appreciated.

I recently purchased a Samsung Galaxy J7 from your store. After activating it, I encountered an issue where it requires a Google account, which I do not have or wish to use. I have been struggling for two weeks to utilize the phone for basic functions like phone calls and home security monitoring. Despite receiving a $10 discount, I noticed that Amazon now sells the same phone for $40 less. I am frustrated and dissatisfied with the situation. The previous phone I had was incompatible with my area due to limited AT&T coverage, prompting me to get the Samsung, which is now proving difficult to use. How can I bypass the Google account requirement, or should I consider returning the phone altogether?

I recently received a bill for my phone from [redacted] amounting to $93.01, which I promptly paid. However, despite requesting a receipt showing my payment and the next billing date of [redacted], I received a notice stating my phone had been cut off and to call a number on a flyer. Due to being in the hospital, I wasn't able to call immediately. I have an email confirming my due date as 3/3/[redacted] and can provide a copy upon request. We rely on this phone for travel, medical appointments, and emergencies, even though we have no cell service at home. I never received any email indicating we owed a payment. Please resolve this issue promptly and explain why it occurred. Thank you.

I initiated transferring my phone number and minutes from an old problematic phone to a new one online. I received a ticket number: [redacted]. However, my new phone still doesn't work, and my old phone displays an "unregistered sim" error. I tried reaching out to tech support through chat, but after being transferred to three different people, I was asked to call a phone number. Upon calling, a woman with limited English skills put me on indefinite hold, chatting and laughing with colleagues. After half an hour, she asked if she could call me back on another number, leading me to give up in frustration. The experience was disappointing.

My Samsung G3 Tracfone stopped working, and after 13 hours of chat texting with support, I managed to activate my old Tracfone LG flip phone. They promised to send a replacement for the broken phone at no cost, but then charged my debit card around $80 and another $[redacted] unexpectedly. Even after purchasing airtime for the LG flip phone, it seems to have run out after just 10 calls. I spent hours dealing with customer service, only to have this happen. I've taken steps to stop the payments, and I'll try to buy a prepaid card for the flip phone tomorrow, but this has been a frustrating experience, especially considering my disability. This whole situation has left me very upset. - Mark L.

My Samsung G tracfone stopped working. After spending hours chatting with support to replace the phone and activate my LG flip phone, the flip phone is working now. However, they mentioned sending me something to return the smartphone for a replacement, promising no cost involved. Surprisingly, they charged my debit card $**.** and another $***.** for unclear reasons. I bought a small package for the LG flip phone, but after making calls, it shows no airtime. I had previously purchased airtime for the smartphone which could be transferred. The extensive chats and numerous calls, even using a neighbor's phone, have left me feeling betrayed. I took steps to stop some payments online, but the resolution remains uncertain. Tomorrow, I plan to purchase a refill card for the flip phone, considering my disability complicates these matters. This entire experience has left me deeply upset. - M. Lovgren

Dear Tracfone Representative, I am reaching out to inquire about the status of Tracfone cellphone number [redacted]. This number was purchased and activated several months ago during my attempt to transfer another number from a different company. I have encountered challenges in recovering the account and transferring it to a new handset, despite unsuccessful attempts by your team to address the matter. I was informed that the cellphone number was deactivated while I was in the process of resolving the issues and awaiting transfer attempts. I am seeking assistance in recovering and restoring the listed number to a handset. Specifically, I aim to transfer the number to the handset IMEI [redacted][redacted], knowing it belongs to Tracfone. The number should be transferred to a new Tracfone smartphone SIM card with the number [redacted][redacted]. The number is currently associated with Tracfone smartphone kit [redacted][redacted]72, as the original Tracfone card was lost. I would appreciate any information, suggestions, or guidance on how to address these matters promptly. Sincerely, KH

I recently purchased additional airtime for my Tracfone #[redacted] over the phone on Friday, April 26, [redacted]. However, I have yet to receive the airtime units or service days. I have been a loyal Tracfone customer for many years, but their online system has never worked for me. In the past, I have found a way to speak to a live representative by navigating through their phone system. Unfortunately, this time I was unable to reach a live person and my airtime remains undelivered. I have already lodged a complaint with the FCC, but I am willing to cancel it if my airtime is promptly delivered to my phone.