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Have problems with transferring your Tracfone minutes? Call the media

If there’s one universal theme throughout our Tracfone user reviews, it’s the inordinate amount of time spent on the phone with customer service. This usually involves the transferring of minutes from one phone to another, an area in which Tracfone is particularly deficient. Seriously, go check out the user reviews. A good majority of the negative reviews involve this issue. Bobby Olley had this issue, and he called up his local CBS affiliate to get things done.

As soon as the threat of poor publicity set in, Tracfone quickly solved Mr. Olley’s problem. Of course, it shouldn’t take such measures to get an acceptable level of customer service. If you purchased minutes and want to transfer them to another phone, it should be a snap-snap process. It’s not like it’s an uncommon occurrence.

Tracfone’s spokesperson, Cindy Jacobs, told us she wasn’t sure why the minutes didn’t get transferred. The good news was within minutes of our contact with her she got Mr. Olley back the minutes he lost. It’s the kind of service Olley expected and finally received.

I have an idea of why the minutes didn’t get transferred, and it starts and ends with Tracfone’s customer service. I’m not sure whether the representatives are instructed to tell customers they can’t do anything to help them in such situations, or if they’re just not trained for them. In either case, the blame falls right on Tracfone. I’ve heard enough complaints to know that they don’t treat customers as well as they could. Isn’t it time they did something about it?

9 Responses

  1. Guy Says

    I’ve been with Tracfone for 6 years and never had a problem. I don’t throw my phones around, and if I do have a problem and need to call customer services I don’t loose my cool and rant and rave at some poor person on the other end. If you speak clearly and calmly to them, they will always do everything they can to help! And no I don’t work for Tracfone but I try to be a Christian in all my dealings and it pays off!! They transfered my minutes when I got a new phone without any problems.

    Posted on December 12th, 2008 at 4:39 am
  2. Dan Says

    This is the second time I’m upgrading phones in the last 5 years. The first time it took 3 calls to get it straightened out. This time is the winner though – after 6 yes 6 calls (approx 4 hrs total)with their representatives, and after a week, the new phone still doesn’t work, the old phone has been decommissioned and they’ve lost all my time and units. So for now I have no cellphone and get to spend more time on my landline phone with another Tracfone representative tomorrow to try and get it straightened out. It’s no longer worth the hassle and am seriously considering taking the loss on the new phone if they won’t take it back, and go to another carrier. There is no excuse for such shoddy customer service. At this point I’d have to tell potential customers to shop somewhere else. I also try to be a Christian in all my dealngs, and am probably one of the most laid back, patient people I know, but c’mon…

    Posted on December 20th, 2008 at 9:49 pm
  3. Elston Says

    My Name is Elston and I am a Tracfone Employee and I am here to assist anyone that needs any assistance. My contact information is 1.800.626.4883 ext 6107

    Posted on July 10th, 2009 at 3:14 pm
  4. Ladagosta Says

    Elston is also a Corporate rep.. I know because I just help resolve my sisters phone issue when she spent 3 weeks trying to get the CS number listed on the cards to help her and they did nothing.. just kept being told to buy another card to re-activate her phone. Since I used to work CS for another prepaid phone company I gave her a hand in how to deal with them since i know the methodology they use to pacify thier client base.. Elston Great Job..a little late to respond, but better late than never corporate level was teh only help i got through all this.. they are great .. CS level sucks

    Posted on May 19th, 2010 at 4:46 pm
  5. Doug Says

    I bought a new LG 500G tracfone to replace an old Nokia 2600, with the understanding that I could transfer the number and the minutes. I tried to do it on the internet, but Tracfone’s site hung up and instructed me to try calling their customer service. That went about as well as could be expected until I saw that all my minutes were not transferred. I had 2145 minutes on the old phone, but they only transferred 1000. About usual for Tracfone!

    Posted on July 21st, 2011 at 2:34 pm
  6. Karen Says

    Have used TRACFONE for years and agree that transferring minutes is always a huge time consuming pain in the butt. I put up with it because I like the service. This morning, however, I noticed that my new TRACFONE had an unregistered SIM and an entirely different phone number! They accidentally gave me a new number. I was on the phone with them for 2 hours. They told me I could never have my phone number back again. I have had the same number for years! They are overnighting a SIM card and changing my phone number. If it all goes smoothly I will stay with TRACFONE. If not, then this is the last straw and I’m switching providers.

    Posted on July 28th, 2011 at 2:38 pm
  7. anita kleinsteiber Says

    On aug1st I asked the rep.{elizabeth}, to transfer minutes from one trac phone to another, nothing happened, she gave me 60.00 and i had 74.00, what the heck happened? the other trac phone still has 50.80 minutes on it. please let me know. tx anita

    Posted on August 2nd, 2011 at 2:45 pm
  8. Bob Says

    I just replaced my 6 yr-old Tracfone because the old one lost key functionality. So I had to use the CS number to transfer my number and minutes. My old phone showed 59 minutes expiring in about 6 months. The CS rep’s records said I had 74 minutes!? and that he would transfer them. After my activation was complete 8 hours later, my new phone showed a balance of 10 minutes valid for 60 days. Further research tells me that double or promo minutes do NOT transfer to a new phone. The CS rep should state that TracFone policy during the call. Well, at least my phone number transferred, and that was the main thing.

    Posted on April 28th, 2012 at 10:59 am
  9. dawn Says

    I also upgraded due to my boss preferring text msg to an actual voice. went from a motorola to a samsung with full keyboard.. phone number transferred fine, but when transfering the minutes, i lost 323 minutes. thats alot of minutes! even my service date transferred fine, but to take out so many minutes is just not right.
    I agree with Bob that TracFone policy should state somewhere about transferring minutes and what WON’t be transferred.
    Outside of that, I love my tracfone. Wouldn’t ever switch to anything else

    Posted on January 7th, 2013 at 1:50 pm

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