On 1/12/2023 I discovered I can't make outgoing calls on my Tracfone. Just says "dialing..." for a while and then "call ended." No connection at all. Tried with several different numbers, all the same result. Turned phone off, then back on, still no ability to call. Called my Tracfone from my landline and was able to connect. Left message but could not call in to get the message. I am able to connect to the Internet.
This is a Samsung J3 Luna Pro. It has become frustratingly slow, and because I've had it for several years, I was ready to buy a new one, but want this issue resolved before I invest in another Tracfone. I have activation until 5/12/2024 left on this phone and nearly 6,000 minutes.
Called Tracfone and spent over half an hour on the phone with a tech rep who said his name was Paul trying to figure out the problem. He said the system checked my phone and everything looks fine. I have 4G connection so the issue is not that Verizon no longer supports 2G.
I had tried to login to my account on my PC using Firefox browser and could not get past the login page. He said he sent an email with a new password, it did not go through. He said he would call back in 15 minutes to see if it came through. Got a call back from a completely different rep. Told her I was waiting for "Paul," she said call backs never go to the same person. I said I already spent half an hour going over the problem and trying various solutions, and that Paul said he personally would call back in 15 minutes. I asked for a supervisor. She said she was a manager and there was no one higher up to talk to. I said I didn't want to waste another half hour or more going through the same procedures we'd already tried multiple times, at which point, without another word, she just hung up on me. Hung up! "Customer service," and a manager, at that. I have been a customer for years and deserve better than this, certainly better than having a so-called customer service manager hang up on me!
I called back and got a third rep named Mary, she tried the same things Paul did, no luck, so she transferred me to another tech who she said could give more technical help than the basic steps she could. This next tech was a man with an accent so strong that I could not understand a thing he was saying. I kept having to ask him to repeat, repeat, repeat, and still couldn't communicate. At this point, having spent close to an hour on the phone trying to get help, I was so upset and frustrated that I told him I couldn't deal with this anymore and would try again tomorrow.
This complaint has been resolved automatically due to user's inactivity.