Tracfone Wireless Inc Recensioni 78

You know, I don't care if someone has an accent or if they're from overseas or whatever the case, that's not a problem and neither should it be for anyone else. I think it's quite insensitive to include that as a downfall in their reviews because there have been people who struggle with English that have helped me get my service working. Racism is still well and alive so I do not like that when it's included in reviews, it's unnecessary.

The actual problem is that they're just terrible people. The amount of times they ignore what I say and refuse to escalate it to corporate makes getting my phone service turned back on every month a nightmare. They are also not supposed to turn my service off every month, no other lifeline benefits do that. They lie about everything too consistently. One person says you need a Verizon sim card and that's not MY JOB to do anyway. From previous experience with lifeline companies, if they change their services, they will automatically send you a new sim card with their new service provider but the thing is, this isn't the issue and it's a LIE so do not listen to that one and waste your money. They lie about needing an alternate line to talk to corporate and corporate employees are either bran dead or brilliant, there is no in between. One person will refuse to work on my phone without an alternate line, one will work on it and not know how to fix it while keeping you on the phone for 30 minutes, and another person will fix it within 5 minutes. They are thee most unprofessional, untrained, scam, low scummy company I have ever ever had service from. You have to practically bash your own face in with a mallet to get your phone back on every month.

When the service is on, it works incredibly. I have the truly unlimited ACP plan, the step above 25GB so truly unlimited data, and it's fast, reliable, and I can get everything I do on the internet done in a hurry.

The last thing I want to say is the amount of times they ghost you or hang up on you is ABSURD. They have no problem pushing your buttons, being rude, and lying and when you finally snap and start giving them a taste of their own medicine, they hang up or aggressively change their tone and repeat the same things over and over again. You have to basically get lucky to find a combo of a regular employee who will transfer you to corporate office and a corporate employee who knows what they're doing and what to look for. This has taken me anywhere from 1-4 days to get through to someone who will actually help you. I get the service is free but ruining someone's mental health at the beginning of every month to keep their phone service on is absolutely beyond disgusting.

They aren't trained properly. They pull things out of their a**. They argue even when you're trying to be polite, have even had some raise their voice and interrupt me before speaking which has resulted in my anger towards them spiking every month. I can only take so much before I give people a taste of their own medicine. When I can afford it, I will be dropping them like flies and moving onto a company that doesn't treat their customers like this. It's not about the language, it's about the people working for them. There are too many 1 star reviews for this company to not be checked out yet, I don't get how they lie, scam, and treat their customers like this and GET AWAY WITH IT.

List of things that needs to be fixed ASAP:
-Train employees better and change the troubleshooting requirements
-Remove the requirement for an alternate line, it is an inhumane practice because people who get free phones are getting them because they can't afford a phone. Use your brains and logic, That requirement is false anyway as they've fixed my service without needing one for a YEAR. (People with lifeline CANNOT get another lifeline phone without it deactivating the current one and this is the only service with ACP truly unlimited data for those who need it)
=Record phone calls consistently and fire those who argue and raise their voice at customers or get passive aggressive with them
-Stop letting employees spread misinformation or giving them information that requires payment for a FREE service. This is absolutely not okay. They are responsible for sending you a sim card if they are on a new network. They are responsible for sending you a new phone if they gave you faulty one.
-Fire people who are being argumentative, rude, spreading misinformation, or refusing to help and hire people that actually want the job and pay them a decent rate

This company lacks integrity. This company lacks positivity. This company lacks accessibility. It lacks everything that makes a company a good company. They need to be revamped or shut down, they're actually causing horrendous stress on a lot of their customers.

FYI They REMOVED my previous review. So not expecting much.

for months i had used this carrier for my lifeline/acp benefits. everything was great until one day they deactivated my phone. So i called their customer support. the associate said i was not enrolled with them. i ask "why not" He replied "I do not know" and that i need to reapply. this is where the twisted began. i reapplied and called them back. i was first told 7-10 business days to reactivate my benefits. i protested. they connected me to the lifeline dept. then i was told 24-48hrs and they would put a paygo plan in effect until the benefits became active. the plan would have 4.5gb data (=1gb data) 48+hrs went by still no acp/lifeline. i call back 12 times and all 12 times the associates said they initiated the benefits and nothing happened. So i venture to walmart and i purchase a straight talk unlimited plan the $45 silver one (since my phone was originally a straight talk phone) but for some unknown reason the plan could not be added to the phone so back to calling customer service i go. the associate tells me that he has to migrate the unlimited $45 straight talk pin into a tracfone pin and instead of an unlimited plan it would be 8gb of data..."why?"
"cause your carrier is tracfone".."since when?" ..."i don't know" ..."ok whatever.." so then i attempt to add my now 8gb tracfone plan outta the "reserve" on my account and as expected..fail. so i call customer service again and this time i am told that my acp/lifeline cannot be added to my phone because they fell i need a different phone and mailed it. ok then i figured i should have no problem getting my original $45 unlimited plan back on my phone then...wrong..instead i have too settle for the 8gb tracfone that after a long battle gets added to my phone @ only 3gb data.Summery!... This company is full of lies.

Over the phone, 4 out of 5 stars. But FORGET online support.

They turned off my phone 5 days ago without notification, neither by text or email. Just today, a tech on the phone explained, after checking my number that I'd been using up until Friday, that they removed my account LAST YEAR! Again, without any notifciation. He said the system took all this time to catch up to me. ROTF!

The online agents don't seem to pay attention to what you write in chat. The agents I chatted with over two days kept telling me to call customer service for a new Verizon sim card since they switched AFTER I had already informed them several times that I did not have access to a phone at all. Another Safelink agent kept telling me over and over I should just go to Walmart after I had plainly told him/her that they had no compatible sim cards for sale. I had told that person three times!! Terrible agent.

No one I spoke with at Walmart knew a Verizon Tracfone-compatible sim card even existed. I guess Safelink didn't notify them either! One nice lady went through every card in the drawer and not one of them was Tracfone Verizon compatible.

I know, too many exclamation points. Well, there's going to be a lot more!

I guess it's the nature of a LOT of people who work online support jobs that they only care about the templates they've been provided. They can't hold a normal conversation.

Edit: May 27, 2023
Okay, just had the worst CS experience with this company I have ever had. I received my new Verizon sim card (paid for fast delivery) and had a simple two-part question that one agent kept ignoring after I asked and rephrased the question several times. What 2 numbers does the sim card number start with, and which of the three rows of numbers started the sim number? I have brain damage so have a lot of difficulty thinking. I always make sure to inform every agent I chat with. This was no exception.

After the agent kept ignoring my two-part question, instead answering questions I hadn't asked at all, I asked for a supervisor. Of course, this moron told me to call customer support after telling them AGAIN that I didn't have access to a working phone. I asked for a supervisor 3 more times and the agent just GHOSTED me.

So I got another agent. This one immediately answered my question. Oh, good! Finally, someone who is actually helpful! But things went downhill really quickly.

After some back-and-forth instructions, the agent told me they had sent a text message with a special code, and to please provide it for them. I told them my phone did not have service, therefore I could not receive the message. The agent said to just put in the old sim card. Okay, I realized that's how they work, so I put in my old sim card to get their support text.

The phone auto rebooted when I did. When I told the agent the phone was rebooting, the agent declared "Perfect!" and promptly left the chat. WHAT?? Lunch break or something. An hour later, still no reply.

Regarding the text messages I received, the first one was a long paragraph saying to transfer my service I will need a new plan, blah blah blah. Then a second message popped up saying "Sorry, this service is not available for your service plan" Of course not, it was the old sim card. Then I got another copy of the FIRST message! Then several minutes later, I finally got a message saying, "Your Tracphone authentication code is blah blah blah and is valid for ONLY 10 minutes." That was MORE than 10 minutes later!!!

These chat support people are often incredibly rude or utterly obtuse. They don't respect poor people who depend on the Affordable Care Act, I guess. So little empathy, they'd gleefully kick a kitten through a fan!

So I am now forced to go to a paid service, on a fixed income no less. Fortunately, Mint Mobile just signed me up at a FIXED rate of $15 a month because I'm 55.

I'm already struggling with depression, and Safelink made it SO MUCH WORSE this week!! I was born with a lot of disabilities. But I've also had physical brain damage, plus I've been suffering from massive brain swelling for years from hydrocephalus. Finally, getting surgery to relieve the pressure.

BTW, this took me about 5 hours to write, as I have a lot of trouble typing out just one word over 3 letters. That's how bad things are. Thank goodness for Grammarly! It was still a huge struggle. But there are lots of people worse off than me, and I hope to god none of them have to put up with the DARK SIDE of Safelink's support.

Rude ass customer support. Impossible to talk to an America

They disconnected my service and I experienced a week-long nightmare for something very simple. Finally, a representative named Valerie # 05987 rescued me. She actually took some initiative and fixed my problem in transferring to another service. I was quite angry at the time, but her people skills and initiative calmed me down immediately. There is nowhere to leave a direct compliment for her on Safelink, so I will send them a written statement. I pray she gets recognized for her efficiency and skill.

I been with the company only a few months and things were going well. Going well until I used all my data minutes for the month after that all hell broke loose. My plan gets switch to lifeline and I am on acp. I didn't change it. So now I only have like 1000 talk minutes and 4gb of data, when before I had unlimited talk,txt and 25gb of data and 5 gb of hotspot data. I been without service basically since the first of 2023. I am calling in with my concerns they are telling me ok wait three days and they will resolve this for you. So I call in three days and they can not resolve it so they tell me to call in another three days and it will be looked at. It's day two right now. I will call again tomorrow and hopefully things will be back to normal. You wouldn't believe the excuses SafeLink rep came up with. They telling me I need to recertify but I only been with the company for three months ...lol then they told me I been released from the program and I called acp and I am still a member. Everytime I call it takes at least 10 minutes to get to the correct person. I been calling back and forth so much to SafeLink. I know there whole greeting and the things they will say. Now don't get me wrong it's not the rep fault. They are only doing what they was trained to do And say. I will tell you it's a headache tho. My plan has been switched by who knows who and it's was easy to do but to get it back it's like pulling teeth at the dentist. It's always like that. I know this is a free deal and I am happy to be in the program or am I? I have been without service for almost 2 weeks...crazy

They have disconnected my service three times. I have to re-apply each time which takes about two weeks. On this third disconnection, they have me imprisoned in "pending" status which means that I can't re-apply with them or anyone else. This is California Lifeline service that I'm referring to. Look elsewhere for BYOD service. Safelink only has zombie automatons that aren't able or willing to help.

"customer service" assgent "king" (operator id: 510679) said my minutes would be auto added on a specific date. they weren't added, yet again. called back and spoke to assgent "laileen" (operator id: 514001) and she said i didn't get data/mins added due to a glitch, yet again. f safelink f tracfone

I had SafeLink 6 days ago they cut off my service 5 days of them 6 days I've been working with them to get my service turned back on one of the agents had me online she was eating can I put you a whole for a few minutes she did this for every bit of of 15 minutes I had talked to another agent I was on the phone with him for about 2 hours trying to straighten out what was wrong with my phone then they said I need it a SIM card the one that they sent me did not work then all these codes I got yo-yo'd around so many times till I told the agent that's okay I am going to Xfinity and get me a phone yesterday was December the 19th 2022 when I went and signed up for my new phone I receive it today December 20th 2022 by FedEx goodbye safelinks never again will I ever sign up with you guys again you are liars at least some of you are I'm not going to say all of you but whatever anyone do please do not go to SafeLink not only that they told me that I had to get another carrier I say aren't you my carrier well you have to get another carrier I got one I carry myself straight over to Xfinity LOL 🤣😂🤣🤣🤣🤣🥳🥳🤸

For the past 2 months I have been trying to get SafeLink to activate the lifeline program for my phone. I have been a safelink customer for over 4 years . The lifeline program has told me many times I am authorized to receive lifeline. SafeLink is refusing to activate lifeline on my phone and also the affordable connectivity program. In order for them to finally activate my phone they charged me $20 for their TracFone service. I have been on the phone with their representatives at least 50 times. It is taking up so much of my time and causing so much stress that it's affecting my life day to day. Now they're saying it can take up to 3 months to reactivate the lifeline on my SafeLink phone. Every time I call they say something different. The customer service representatives are very rude and seem to do everything but help me

This is your Affordable Connectivity Program (ACP) Dashboard

What can we help you with today?

After 20 phone calls and innumerable online inquiries for Customer Service, they blocked my phone number. Can Customer Service get any worse? Yes, it can....

I applied and was accepted for the safelink wireless plan within minutes! I was told I had get a free phone with unlimited data, messaging and talking within days! That was almost two months ago! Still no phone, no service and no way for anyone to tell me what happened! Everyone I speak to says that they don't have access to the information I need! They told me they would schedule a call back and did actually call back, but there was no one on the other line to talk to! That call and line sat silent for 28 minutes before I hung and called safelink wireless back again were I got the same run around! Save yourself the aggravation and don't bother with their bu]]$h*! and lies! It's all a scam!

I thought I'd give safelink wireless a try. I knew about the 350 minute limit but I thought they had Wi-Fi calling and I hope they'd have a better signal because my calls will drop with the previous provider. It was no better. Furthermore furthermore, their customer service are liars. First two reps I spoke to said that Wi-Fi calling wouldn't the deduct minutes from my account, even refunded my balance and tried to troubleshoot it for 30 minutes at least. Then the 3rd rep says wifi calling deducts minutes and refused to transfer me to a supervisor. No point in staying with them when another provider offers 1,000 life line minutes, so i try to port my number away from safelink to my new provider. They lie to me again and say i cant transfer my number for 60 days. I was able to port my number the same day they said this.

Don't use shi*link. Bunch of liars, poor customer service, and poor signal strength.

350 minutes of talk time vs 1000 minutes for the competition for lifeline services.. and while I had them my data completely stopped working 9 times in a week.. I had to call each time and sit on the phone for over an hour each time to get it resolved due to 'an issue' or mistake on their end each time.. I had their service for a month, had to 'retop' my minutes and data twice to the tune of $25 (and I never leave the house\wi-fi and make very few phone calls in a month), and then missed important doctor and business calls and lost a job because of it.. go somewhere else if you get lifeline service...

I have been with SafeLink for years and they have disconnected my lifeline benefits TWICE without any communication stating my phone would be disconnected if I didn't recertify. Then when I ask WHY they didn't send me a letter or email stating it was time for my recert, they told me they don't send out anything anymore! So how in thee hell are you supposed to know when your benefits expire!?! You don't! You just wait until your phone randomly gets disconnected and you have to start the entire process all over again including getting a new number! That's only the start of this companies failures. Customer service doesn't know their ass from a hole in the wall. Phone gets absolutely no internet now. I always have issues with my phone when my benefits get added every month. I'm usually without a phone for a day or 2 because of these issues. This is like a bad relationship! So guess what SafeLink, I'm moving on! I will be giving Qlink a try.

My phone service stopped working. It may be an eligibility issue where I need to provide new information. But they gave no warning; just shut off my service. When I would call in to support the automated system couldn't find my phone number; I have to spend 10 minutes each time trying to bypass it. After bypassing it the support people couldn't find my phone number/account either.

First they would transfer me to the enrollment department and the connection would hang up. Then they said "call this number and it will put you through an automated system to fix the issue". I call the number and it goes dead right away. Then one of them was straight up trolling me. They would make me repeat long numbers 5x in a row, with the excuse that their system keeps erasing it. One told me my phone wasn't compatible with 4g (a lie); they would say they're sending an authentication email which I would never get.

I tell them there's something wrong with their system because for months they've never been able to send me an auth email to gmail (I confirmed the correct email and I get other emails from them). I said they need to pass this on to their IT department since there's clearly major problems with their system (erasing info, not finding my number, not sending auth emails). They completely ignore it and repeat some irrelevant information.

They avoid/ignore most of my questions & concerns, and simply repeat unrelated & irrelevant information. I also have a verification pin. The person lied and said they need more than that. They asked for the "most frequently dialed number in the past month". An absurd request. There's no way to sort call history by "most frequently dialed".

They told me ridiculous things like "restart your PC/phone to get your email working" then call us back. Told me there's no supervisor to speak to. These people kept me on the phone for more than 2 hours and my phone still isn't working. I now have to try to switch to another lifeline provider since these people are straight up trolling me. These people should not be getting Gov money.

WORST company ever to use your ACP and Lifeline benefits with. Customer service is horrible and doesn’t know what they are doing. I had to deal with them to set my mother up with her benefits and cancelled. Go to Qlink wireless! Trust me!

These people dont EVEN deserve 1 star, I have never said that before in my life.
THEY EITHER: GAVE ME A PHONE WITH A STOLEN IMEI
OR A NASTY PHILLIPINES REP DID THAT TO ME, MARKED IT AS STOLEN
AFTER MAKING ME FLIP OUT AND HAVE TO HANG UP AFTER WAITING 46 MINUTES to REACH HER
AND WAIT ANOTHER 30
JUST TO GET SOMEBODY ELSE!
Long story:
I get this free junk phone in the mail.
I call to try to transfer my current simplemobile number to the new phone, which gets auto assigned a number.
The rep expects me to have yet a 3rd phone to complete the task and so absolutely refuses to transfer my simplemobile number to the safelink phone, because I need a third phone number for her to call. Theres no payphone anywhere anymore, who has 3 phones???Shes like do you have a friend? What so people without friends cant do this? I have no friends so I guess I cant transfer my number. She just refused to even transfer me to a different rep, dept or put a supervsior on the phone, she repeated herself on all these things over and over without budging LIKE A ROBOT With no brain and I yelled I DONT WANT TO TALK TO YOU and hung up.

It took so long to get someone on like an hour. (called the 800 number-16 minutes then I tried 611 thinking it would be quicker, it took another 30 so 45 minutes just to reach her, and to think id have to hang up and do it all over again because of her obstinance wasnt punishment enough) My phone service then goes dead, so she must have done something to mess with it after I hung up, another 30 minutes waiting. I ask first is my phone active, She asks me for a credit card associated with the account, its safelink theres no credit card, she asks a few other things, I give them my serial number they tell me my serial number imei is flagged as stolen. I just got the phone in the mail and it looked new with stickers on it and everything.
So I have no service, they create a ticket and say it will take between 4-48 hours, then they said 72. I called again, another half hour, she transfers me, another half hour, (so this is 2.5 hours so far)
then this guy keeps me on the phone like OVER TWO HOURS more saying nothing at all pretending to try to fix it but really hes just taking a break, this is 4.5-5 hours so far)
so eventually, I asked to get transferred to a department that will let me send it back and get a new one, the lady keeps asking me for like, a credit card associated with safelink and then she wants me to tell her the last numbers that were dialed on the phone before I even got it today to verify my account, WHICH HOW THE HECK CAN I KNOW? The phone had not arrived before today, and its flagged as stolen, she insists if I log in with my enrollment number it will show me the numbers that were dialed on my phone before I got it, it doesnt obviously but its the only way shell let up.
So crazy, cant send it back, they expect me to wait 3 days with no service, yet I know that ticket will still be pending. I asked who does the tickets? Who take care of those technical issues, she says they do, and I say well the rep before hasnt been able to fix so obviously it cant get fixed.
They sent me a stolen phone or flagged it as stolen!!! And then wont take it back, they wont even transfer my lifeline/acp account to a new sim and a new phone.
This took the ENTIRE DAy 6 solid hours in one day!!! crazy! I CANCELLED and WILL NEVER apply to safelink again. PLEASE AVOID THIS COMPANY. hours wasted almost a whole work day!
I cant even believe the scams that go on with lifeline companies, assurance for example, used to send me phones full of malware that were not google play certified so I couldnt update any apps or download new ones. I CANT EVEN believe HOW HORRRIBLE and NOT REASONABLE and SKETCHY these customer service reps are. Theyre not human acting, they make no sense. They sent me a stolen phone then asked me what number had been dialed on it or whats my credit card number?
American customer service ever? Why does every phone company LOOOOOOOOOOOOOOVE outscourcing to the Phillipines? Heck Id rather deal with someone from China, they seem like smart people.

I didnt do anything wrong, all I wished was that they be reasonable and understand I dont have 3 phones and there are no pay phones in the usa in 2022.

They should be able to transfer a phone number ive been using.

They have no accountability because there is no way to maintain quality assurance in an overseas call center. Wait times are hours long. They do not know how to resolve simple issues and do not listen to customers. As with most call centers, they routinely refuse to escalate your phone call even when they cannot resolve your issues.

Safelink will not allow me to return two phones that were not compatible with my service. Customer service repeatedly lied, telling me that I did not purchase my phone from them so they wouldn't have to issue a return authorization. This cost me over $400 and a total of 18 hours on the phone. I didn't have a working phone for a month.

After my second complaint, I got a call from a 'manager'. The attorney generals office wrote a clear letter explaining that I wanted a refund for the phones. The manager repeatedly told me she could help me connect the devices. Despite that the devices were not compatible and contained fake sim cards. Safelink is selling fake phones and its clear that they are aware of this.

They also provide some of the worst service imaginable. The customer service agents deliberately hang up, transfer your call and refuse to help you. Because they are an overseas call center with limited communication, they play games. Each call takes 1-2 hours for a simple issue. They repeat themselves three times and take as long as possible to help you, if they do help. They never speak directly or tell you anything truthful. While they seem overly obsequious to the point of bullying, they rarely help you, even when you ask them to tell you the truth without lying.

I recommend that anyone being scammed file a complaint with one or more of these agencies: BBB, Attorney General, Consumer Protection and the FTC.

Simple and short review. Once you relay your problem, the rep asks you to wait and connect you with the right department. After transfer? They disconnect you, over and over and over. Through chat version of their website page? They promise me a 15-minute wait time for them to respond and return the call. Which never happens. Tracfone is getting too big for their bridges and neglecting quality customer service. I decided to write a letter to their office instead.