Complaint Review: TracFone

Call 1-800-339-9345, it's the Resolution Dept. That's where I was transferred (the good thing was, I didn't hear a ton of other people speaking in the background like when you call the CS Dept.) I spoke with Hector. He was nice and more than willing to help. Although, they don't have a NEW CDMA phone, he will be compensating me for my trouble and me having to keep the reconditioned phone. My phone wasn't charged so I couldn't complete the setup but I'll be calling back today.

I have to say I was suprised to see tracfone reported here, I have been a customer with Tracfone for almost 2 years now and I had recently had a problem with my phone and it took only 1 phone call to get my minutes and plans transfered to a new phone. The only reason they will not transfer service is if you do not have the old phone which makes perfect since to me since they have no way of knowing that I am the owner becasue they do not track names ad addresses associated with the phones. There are some codes you have to enter into both phones and you are done took a total time of 10 minutes or so. My experience with Tracfone has been great granted they must contract overseas with thei customer service department but they do that to keep the prices low. In my case they are the absolute cheapest service around for what they do, my area of the country is more expensive then most so I am getting my plan a good 30% cheaper than my friends with the same options with contracted service and whats more is they do not track my information unless I want them to. My suggestion to you is to know the rules (and the reason behind the rules) that must be followed before complaining about something or someone.

Contact the Corp. Office first. If that doesn't work, go to the BBB (see info below).
I've been thru this song and dance before and about to do it again. I had a TDMA/CDMA problem. I sent them a BRAND NEW phone ($80) and they send me a RECONDITIONED phone. This is UNEXCEPTABLE to me. I will get this resolved at the corp. level. I did the last time. But if you can't, contact the BBB because Tracfone IS a member and they are required to do something or their record will be BLEMISHED.

BBB of Southeast Florida
2924 North Australian Ave.
West Palm Beach, FL 33407
(561) 842-1918
http://www.bbbsoutheastflorida.org/

TRACFONE WIRELESS, INC
8390 NW 25th Street
Miami, FL 33122

Original Business
Start Date:
3/21/1996
Principal: Keva Bygrave, Manager
Local Phone Number: (305) 715-6673 (THIS # DISCONNECTED)
Fax Number: (305) 715-6737
Membership Status: This company is a member.
Date Joined BBB: 6/30/2003
TOB Classification: Telephone Equipment & Systems Service & Repair
Additional
TOB Classification(s): >Cellular Telephone Equipment & Supplies
>Telephone Pre-paid Card Sales & Dist.
>Cellular Telephone Service
Web Site URL(s): http://www.tracfone.com
http://www.net10.com


The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources.

BBB Membership

This company has been a member of the Better Business Bureau since June 2003. This means it supports the Bureau's services to the public and meets our membership standards.

Program Participation

The company participates in the Bureau's Membership Identification Program. This company participates in BBBOnLine. This company has agreed to use special complaint handling procedures including mediation and arbitration if necessary to resolve disputes.

Nature of Business

This company offers prepaid wireless services Tracfone or Net 10.

Customer Experience

Based on BBB files, this company has a satisfactory record with the Bureau. The company has been responsive to any matters brought to its attention by the Bureau. Any complaints received nationally are forwarded to the Better Business Bureau of SouthEast Florida and the Caribbean for processing.

To have a Satisfactory Record with the Bureau, a company must be in business for at least 12 months, properly and promptly address matters referred to it by the Bureau, and be free from an unusual volume or pattern of complaints and law enforcement action involving its marketplace conduct. In addition, the Bureau must have a clear understanding of the company's business and no concerns about its industry.

Licensing Information

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. The Bureau encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Additional Business Names

Net10 Wireless.

Additional Telephone Numbers

(305) 715-6500 (This is the # I use)
(800) 867-7183
(877) 836-2368.

Company Management

Keva Bygrave, Manager
Frederick J Pollak, CEO
Richard B Salzman, Exec. VP- General Counsel

Paul Kozma, Exec. VP- Operations (This is the person I contact but we can only get to his assistant and she took care of my problem the last time) (Be nice, you get more bees with honey)

Monica Godoy, Executive Resolutions
Yaidy Gomez, Director.

I received a defective phone and was told to return it to the warehouse. I was told that I would have it back in 5 days from the time they received it. I shipped it on July 20 2004, through UPS. I tracked it and they received the phone on Auguest 5, 2004. I received a new reconditioned phone and that did the same thing so they have to send me a new phone again

I waited a week and then called them because I hadn't heard anything from them. They were going to send prepaid shipping label with a new phone. The phone model was motorola v20. And that was auguset 12 2004. I spent Auguest 15,16,17,18,19,20,21,22,23,24,25 calling them and each time they said there is no way to track it. And each day I spent a hour on the phone and they could not solve my promblem. I talked to supervisors 10 times they said they would take care of it but did not. They kept saying we don't know been shipped. The supervisor even said he would email when promblem was fixed but did not and he promised me. This company will not help anyone there are abunch of idiots that only care about themselves and not there customers. This company will not help anyone I have spent 30 hours on the phone in the past month trying to get this resolved but I have no phone. Isn't it a disgrase when the supervisors won't even solve your promblem. I am about ready to file a lawsuit for inconvience all lost airtime time and having no cell phone. They told me that I would have to call later when the warehouse was open. I did and was told the same thing that we don't know if been shipped out yet. I want money from the company for this inconvience and all wasted time or lawsuit will being comoing and I will be filling with better business bureau.

I have called 20 times now and have been told 10 times that they were sending the phone out the next day and I still have not received my phone back. On each phone call I get a Customer Service Rep that is very hard to understand because they don't talk English very well. I have also been put on hold for long periods of time only to be told one lie after another. I have been put on hold for supervisor for 40 minutes but no supervisor comes to the phone. Then I call back and then when I am put on hold again to talk to supervisor I am disconnected. This company does not help you they spend more time putting you on hold and not fixing your promblems.
They have caused so much turmoil over a simple phone that I got for my myself for safety precautions. All I asked for was a working phone.

To some it all up, Tracfone is very dishonest and I do NOT recommend anyone to ever go through them. Tracfone only frustrates you to a point that you dread calling them but do anyways because you want what you paid for and then you still don't get anywhere. I have not received my new phone and its been over month what a bunch of idiots. I shipped it in july 20,2004 and today is Auguest 31,2004. And I still have no phone. I am getting to the point who can help solve this issue. Please email anything else I can do to fix this promblem. I have been over a month without a phone. And they don;t care is there anything else leagally I can do because I will not call them anymore after spending over 30 hours on the phone I give up you have any more options.

I received a defective phone and was told to return it to the warehouse. I was told that I would have it back in 5 days from the time they received it. I shipped it on July 20 2004, through UPS. I tracked it and they received the phone on Auguest 5, 2004. I received a new reconditioned phone and that did the same thing so they have to send me a new phone again

I waited a week and then called them because I hadn't heard anything from them. They were going to send prepaid shipping label with a new phone. The phone model was motorola v20. And that was auguset 12 2004. I spent Auguest 15,16,17,18,19,20,21,22,23,24,25 calling them and each time they said there is no way to track it. And each day I spent a hour on the phone and they could not solve my promblem. I talked to supervisors 10 times they said they would take care of it but did not. They kept saying we don't know been shipped. The supervisor even said he would email when promblem was fixed but did not and he promised me. This company will not help anyone there are abunch of idiots that only care about themselves and not there customers. This company will not help anyone I have spent 30 hours on the phone in the past month trying to get this resolved but I have no phone. Isn't it a disgrase when the supervisors won't even solve your promblem. I am about ready to file a lawsuit for inconvience all lost airtime time and having no cell phone. They told me that I would have to call later when the warehouse was open. I did and was told the same thing that we don't know if been shipped out yet. I want money from the company for this inconvience and all wasted time or lawsuit will being comoing and I will be filling with better business bureau.

I have called 20 times now and have been told 10 times that they were sending the phone out the next day and I still have not received my phone back. On each phone call I get a Customer Service Rep that is very hard to understand because they don't talk English very well. I have also been put on hold for long periods of time only to be told one lie after another. I have been put on hold for supervisor for 40 minutes but no supervisor comes to the phone. Then I call back and then when I am put on hold again to talk to supervisor I am disconnected. This company does not help you they spend more time putting you on hold and not fixing your promblems.
They have caused so much turmoil over a simple phone that I got for my myself for safety precautions. All I asked for was a working phone.

To some it all up, Tracfone is very dishonest and I do NOT recommend anyone to ever go through them. Tracfone only frustrates you to a point that you dread calling them but do anyways because you want what you paid for and then you still don't get anywhere. I have not received my new phone and its been over month what a bunch of idiots. I shipped it in july 20,2004 and today is Auguest 31,2004. And I still have no phone. I am getting to the point who can help solve this issue. Please email anything else I can do to fix this promblem. I have been over a month without a phone. And they don;t care is there anything else leagally I can do because I will not call them anymore after spending over 30 hours on the phone I give up you have any more options.

I received a defective phone and was told to return it to the warehouse. I was told that I would have it back in 5 days from the time they received it. I shipped it on July 20 2004, through UPS. I tracked it and they received the phone on Auguest 5, 2004. I received a new reconditioned phone and that did the same thing so they have to send me a new phone again

I waited a week and then called them because I hadn't heard anything from them. They were going to send prepaid shipping label with a new phone. The phone model was motorola v20. And that was auguset 12 2004. I spent Auguest 15,16,17,18,19,20,21,22,23,24,25 calling them and each time they said there is no way to track it. And each day I spent a hour on the phone and they could not solve my promblem. I talked to supervisors 10 times they said they would take care of it but did not. They kept saying we don't know been shipped. The supervisor even said he would email when promblem was fixed but did not and he promised me. This company will not help anyone there are abunch of idiots that only care about themselves and not there customers. This company will not help anyone I have spent 30 hours on the phone in the past month trying to get this resolved but I have no phone. Isn't it a disgrase when the supervisors won't even solve your promblem. I am about ready to file a lawsuit for inconvience all lost airtime time and having no cell phone. They told me that I would have to call later when the warehouse was open. I did and was told the same thing that we don't know if been shipped out yet. I want money from the company for this inconvience and all wasted time or lawsuit will being comoing and I will be filling with better business bureau.

I have called 20 times now and have been told 10 times that they were sending the phone out the next day and I still have not received my phone back. On each phone call I get a Customer Service Rep that is very hard to understand because they don't talk English very well. I have also been put on hold for long periods of time only to be told one lie after another. I have been put on hold for supervisor for 40 minutes but no supervisor comes to the phone. Then I call back and then when I am put on hold again to talk to supervisor I am disconnected. This company does not help you they spend more time putting you on hold and not fixing your promblems.
They have caused so much turmoil over a simple phone that I got for my myself for safety precautions. All I asked for was a working phone.

To some it all up, Tracfone is very dishonest and I do NOT recommend anyone to ever go through them. Tracfone only frustrates you to a point that you dread calling them but do anyways because you want what you paid for and then you still don't get anywhere. I have not received my new phone and its been over month what a bunch of idiots. I shipped it in july 20,2004 and today is Auguest 31,2004. And I still have no phone. I am getting to the point who can help solve this issue. Please email anything else I can do to fix this promblem. I have been over a month without a phone. And they don;t care is there anything else leagally I can do because I will not call them anymore after spending over 30 hours on the phone I give up you have any more options.

I received a defective phone and was told to return it to the warehouse. I was told that I would have it back in 5 days from the time they received it. I shipped it on July 20 2004, through UPS. I tracked it and they received the phone on Auguest 5, 2004. I received a new reconditioned phone and that did the same thing so they have to send me a new phone again

I waited a week and then called them because I hadn't heard anything from them. They were going to send prepaid shipping label with a new phone. The phone model was motorola v20. And that was auguset 12 2004. I spent Auguest 15,16,17,18,19,20,21,22,23,24,25 calling them and each time they said there is no way to track it. And each day I spent a hour on the phone and they could not solve my promblem. I talked to supervisors 10 times they said they would take care of it but did not. They kept saying we don't know been shipped. The supervisor even said he would email when promblem was fixed but did not and he promised me. This company will not help anyone there are abunch of idiots that only care about themselves and not there customers. This company will not help anyone I have spent 30 hours on the phone in the past month trying to get this resolved but I have no phone. Isn't it a disgrase when the supervisors won't even solve your promblem. I am about ready to file a lawsuit for inconvience all lost airtime time and having no cell phone. They told me that I would have to call later when the warehouse was open. I did and was told the same thing that we don't know if been shipped out yet. I want money from the company for this inconvience and all wasted time or lawsuit will being comoing and I will be filling with better business bureau.

I have called 20 times now and have been told 10 times that they were sending the phone out the next day and I still have not received my phone back. On each phone call I get a Customer Service Rep that is very hard to understand because they don't talk English very well. I have also been put on hold for long periods of time only to be told one lie after another. I have been put on hold for supervisor for 40 minutes but no supervisor comes to the phone. Then I call back and then when I am put on hold again to talk to supervisor I am disconnected. This company does not help you they spend more time putting you on hold and not fixing your promblems.
They have caused so much turmoil over a simple phone that I got for my myself for safety precautions. All I asked for was a working phone.

To some it all up, Tracfone is very dishonest and I do NOT recommend anyone to ever go through them. Tracfone only frustrates you to a point that you dread calling them but do anyways because you want what you paid for and then you still don't get anywhere. I have not received my new phone and its been over month what a bunch of idiots. I shipped it in july 20,2004 and today is Auguest 31,2004. And I still have no phone. I am getting to the point who can help solve this issue. Please email anything else I can do to fix this promblem. I have been over a month without a phone. And they don;t care is there anything else leagally I can do because I will not call them anymore after spending over 30 hours on the phone I give up you have any more options.