When I recieved a new tracfone I tried to activate it on line. When the website failed to credit all 1382 minutes currently on my contract, I called customer svc to have the new phone activated. All the old minutes were transfered to the new phone but the phone was not activate untill the next day. The next day, when I began recieving calls for someone other than me, I realized that they had put someone elses number in my phone!!! Now, a week later, six hours of telephone time with their useless tech. support people, I still do not have my old number restored to my new phone. Each time I call they tell me that it will be fixed in 24 hours and that I should be patient. I believe that I have been patient long enough. I have sent numerous e-mails . only to be placated again to be patient. The responce to my situation has been the worst customer service that I have ever encountered.

I have had a motorola tracfone since April 2009. It has never worked reliably in my home. Its purpose is an emergency home phone. I have made numerous complaints and have been referred to the 800# phone bank. To contact them by phone I must leave my home and roam around looking for a point of good reception. I finally contacted Florida's office of Public council. They then had a representative contact me by email as I requested.
A Denis Del Castillo. After another week he opted to forward me a replacement digital Kyocera phone. When it arrived I followed the instructions exactly for charging and activation. It said to charge initially for 5 hours. I did this. The phone came on but the icon for the battery registered nothing. I tried to contact Mr Castillo but it was a Friday and apparently he was gone for the week end.

I visited the website to register the new phone and maybe get some help. To access the site you must use a phone number. The kyocera displayed only the last four digits and therefor I was excluded from the website and referred to the 800#. I have wifi but no home phone.

I reread the instructions and decided maybe 5 hours had not been enough. So I left it on charge over night. Next day it failed completely. I continued to try to contact Denis Del Castillo by email but received no reply till the following Friday requesting I return the faulty phone. MY previous email had noted I already returned the phone earlier in the week but he would have had to read his email to know. Which he obviously chooses not to do.

I have asked him a number of questions which he also chooses to ignore. E.g. because I have been unable to use the old phone it has accumulated over 600 minutes. By accepting the new phone must I forfeit the old minutes? Will there be NO credit for the 10 months of NO service? Why do tracfone require people to register on their website then each time you log in you must enter ALL your information on yourself AND the phone every time? Seems like you are a new customer each time why bother to make us register? Why do they refuse to assign someone to a complaint so it may be resolved instead of dumping us in the pool and forcing us to begin a new every time they disappoint us?

This is Supposed to be a Service company. In reality it's a disservice company. Given the choice I'd never do business with them.

Sincerely,

Dr Thom Robinson

After having Tracfone service for almost two years Tracfone shut off my Phone service although it was paid for until June.

When I call them on it they told me it was not my phone and I owed money, then they traced it to an ERROR they made and then they sent me a new sim card, It came with a new Phone #. I called them on it and asked them why I had a new number and less phone time on my phone. They said the old number was unretreavable but they would call me back in 24 hours and get it for me anyways, 36 hours I sit here typing this with no answer and a phone number nobody knows.Several hours on the phone with these people over several Days has gotten me no where. They have prepaid service until Nov on the other phone I have thru them and they won't let me transfer my time to that one. Believe what you want, the number I was using was the only way certain people, know how to get in touch with me. Sorry it had to come to this.

poor service - no resolution copy of complaint to ConsumerAffairs.com.
...
Tue, January 5, 2010 2:32:13 PM
From:
R. Tony Butler <[email protected]>
...
View Contact
To: [email protected]
Fw: poor service - no resolution copy of complaint to ConsumerAffairs.com.
...
Tue, January 5, 2010 2:29:37 PM
From:
R. Tony Butler <[email protected]>
...
View Contact
To: [email protected]


----- Forwarded Message ----
From: R. Tony Butler <[email protected]>
To: [email protected] NO Response here either
Sent: Tue, January 5, 2010 2:25:54 PM
Subject: poor service - no resolution copy of complaint to ConsumerAffairs.com.

I will post this complaint on any forum I can find until and unless I get satisfaction. R. Butler 5 Dec., 2010

Date = 2010-01-05-21:02:48
Name = Roy Butler
Address = 2166 highway 68
City = Embudo
St = NM
Zip = 87531
Country = United States
Email = [email protected]
Home phone = 5055799114
Work phone = not working
Company Name = tracfone
Company Contact = alan, cust svc
Company Address =
City =
State/Prov =
Zip2 =
Country = United States
Company phone = 18008677183
Incident = Below is a copy of what I sent a to [email protected] who put his name on the web as a tracfone contact:

This is what I just sent to ha, ha customer service ha ha. What a joke!
If you are really an employee I would like some assistance. I want to use this service. I was previously with Verizon and their tower is 200ft from my home. I always had 5 bars here. This phone says it cannot connect with the network. I have held and punched codes till I'm blue. Any help ? or just like the rest? Serial #011436000270788, simm#8901260720005992630, name Roy Butler, Phone 5055799114

previous message to you which you took NO action on:

"Order# 3000985 was not delivered by fedex although they show it

delivered Dec.22 at 1:56 pm. It was not . I was home and available and they did not come. I viewed the signature proof of delivery and there is no signature."

The next morning I found the box on the door of one of the out buildings near my property. Bad delivery, but worse customer service. You can bet I will advertise my experience on local and national forums. Thanks for nothing customer ignorance

On Dec 23, I spent 4 1/2 hours speaking to people trying to activate the phone. They said due to high call volume they could not help me then and I must call back.

On Jan 5 (today) I called and spoke for near 1 hour until I had another appointment and had to leave. I called back but on the the sales number and asked for a return and refund. I spoke to Roger who handed me off to Alan (who barely speaks English) after 6 min he hung up on me. I was always polite and patient.

The 7 or 8 people I spoke with were nice but terribly incompetent. They could not pass simple info like name and nature of problem to the next person when they would hand me off.


I just tried to call your sales dept. and a message says that you are not accepting calls right now. I finally got on hold and have been holding now for 44 min. I really want to use this phone and would accept it if it could be fixed. For now, it does not work, I am dissatisfied with my purchase and want a refund. Tell me what you want done with your phone.

I prefer an email response about what you want done with your phone since it will not work. You may call me if you (can speak English and) want to try to fix this, else I have no recourse but to dispute the bill on my credit card. I will wait until the afternoon ( US mtn time) of Jan, 6 2010 for you to get back to me before filing a dispute.
Damage Resulting = I am in a rural area and a caregiver for an invalid. My transportation is broken and I am stranded without communication except the web. I let my Verizon account expire after ordering the tracfone and now have no way to communicate. I can use the neighbor phone and that is the number I have given.
Contact me = Y

i bought a new tracfone ..i have a old one and i called to get my old phone plan put on the new phone .they said they would help me over the phone ...they were asking me questions and the guy talking to me was talking back and forth.to a superviser having me enter some code this was gioing on for about 40 minutes so far ..then the guy said i need to transfer you over to another dept ...i waiting about 10 or 20 minutes on there waiting phone conection...and it just got to be to long ..to do this so i hung up...i tried to get a refund for my phone and they said its been used so im out a refund..i filled a complaint with the bbb and they called me once and said that i never contacted them on the phone...in a letter 3 days befor i got the letter i filled another complaint saying they give me the tracfone corporate personel ansering machine..will ill see what is going to happen