Complain about a product or service

Net10

Alison of San Diego, CA November 19, 2009

I ordered a Net 10 basic phone online for my child in another state. The phone was shipped to him and it would not activate, after hours on the phone to Net 10, they didn't know how to fix it, the phone would still not activate. They did tell us the phone number, which was not the correct area code for the area I had peurchased the phone to work in. So if it had worked - all local calls made to it would be long distance. Whose yet, I dialed the number, it is a home phone of a man in Illinois! Three months later the phone still doesn't work and I can not get them to give me my money back. I have called, emailed, and have written letters, no one is authorized to assist you with this matter, please hold while I get another dept., that is all you will ever get. I think this is a scam and am concerned they are selling off the credit card numbers they charged for the bogus product the sent me. I have contacted the credit card co. DO NOT USE THEM, Something is wrong,all the responses, by email or phone go nowhere.

Jourdan of Buffalo, NY November 18, 2009

I paid for the new phone got the phone home the phone stopped working after a few days. I called and paid for the call to customer service. They often hung up on me, kept me on hold, or xfer to wrong dept. I finally got someone who knew what was wrong. The agent had me to enter codes into the phone which corrupted the SIM card.

They sent me a new card but no number was associated to the account. The instructions that was sent did not work to the least bit especially cause I did not have a phone number. I had to pay for that call. Now the most recent issue, I could not send or receive text messages. I had to use the phone for voice calls when people I normally only text at half the cost. I added up the cost and offered proof of my claims via an original t mobile bill. This bill showed the trends in calls and text before and during the problems.

They refused to give me credit for any of the problems I had and offered 30 min credit. I have proof that I should have received max 200 min credit that I could prove. They did admit there has been several issues with the phone and did have to fix the phone twice. This phone is new out the box and my service is only like 10 days old. Cost of phone and service about 100 loss of mins about 20

Michael of Washington, IA October 23, 2009

The latest problem is when I receive a text message I only see one line of the message, the full body of the message does not appear. When I check their website for instrux I'm told there is no text messaging service available for my area. When I email them for support I receive a form letter back telling me to call them at their CS number.

When I call them on my cell phone for support they tell me I MUST call them from a landline and not from my cell phone. Also, when I call from my cell I'm charged for the time. I had this happen once before when I tried to get them to reset my mailbox password, same run around. I INSISTED they reply by email and they finally did. This last time is the final straw, though. I'm looking for another cell provider.

Costs money to call them. I have no land line so must go to a pay phone. When pressed they will eventually reply by email. Representatives speak heavily accent English, hard to understand. Response times are extremely long either on the phone or by email.

ralph of postfalls, ID October 20, 2009

i bought a new phone samsung.tryed to transfer my min,from my old phone nokia keep my same number.have called 3 times and get the run around.i had 1083 min on old phone.new phone i get 300 min.its been one week and three days and i need my phone because i am asenior citizen. thank you

Christi of Kankakee, IL October 17, 2009

I have been a Net 10 customer for years with no problems, until I purchased a new Net 10 Samsung T401G phone. in 3 places on the packaging for this phone it clearly states text messages 3 cents a text. Also in the services guide for the phone it states 3 cent texting. Everey text I sent or received I was still charged 5 cents. I called Customer service and the person I got was polite but barely spoke english and didn't seem very knowledgeable. after 15 minutes on the phone explaining to her that the packaging on my new Net 10 phone stated 3 cent texting in 3 places, she insisted it was 5 cents and that I must have a tracfone.

I reassured her the phone said Net 10 in about a million places and I activated it through the Net 10 website. She then said the store must have put the phone in the wrong package. I advised her this clearly came from the manufacturer this way, sealed in plastic and printed with the Net 10 logo everywhere. She put me on hold for 5 minutes to "consult with a supervisor" and came back and basically said there was nothing that could be done because Net 10 is always 5 cents for texting. I asked to speak to the supervisor and again was put on hold for 5 minutes. She came back and told me no supervisor was available but that she wanted to try to reprogram the phone.

So after 20 - 30 minutes of entering codes, removing the SIM card,turning the phone off and back on, and sending test texts (which cost me 5 cents each)I was placed on hold again. The rep came back and asked for my name, address, phone number, and after another 20 minutes of her saying she was "checking her system" I was told I would have to call back in a few days to give them time to "work on the issue" and I was given a case number. In total I was in the phone over an hour and they did nothing. This is extremely poor service as well as false advertising. I advised her that the store I purchased my phone from had about 50 of them all saying 3 cent texting and who knows how many other phones went out in the packaging with the 3 cent rate printed on the box, and that I'm sure they'd be getting a ton of complaints about this issue and a possible lawsuit.

Rose of Turlock, CA October 1, 2009

The Net10 customer service located in Philippines is very poor. The CSRs could not resolve any problem but created new problems. After more than 10 calls during the past 20 days, the supervisor Roglin (ID 56477) finally released the FedEx track number, so I found the sim card was delivered to a wrong address (different state). At the end, I lost my accumulated 300 min. due to the delayed delivery of the sim card. I have to change to T-mobile.

Karen of johnsoncity, NY September 11, 2009

I purchased a 50 minute bundle for 5.00 and it was not added to my son's phone so I called the next day to cust service. I called and when the cust serv agent, i could barely understand, verified my credit card number he charged my card again. This was after I told him numerous times that I already paid last night and did not want my card charged again. He kept repeating the total amount and I kept telling him I already paid and did not want to pay again. He said I was all set and I made him wait while I checked my checking account. Sure enough there was another charge for the same amount on it. I waited forever for a supervisor and never got to talk to one. The rep came back on the line and went thru the process to get my minutes to show up on the phone and he said he gave me a credit for the double amount charged. I gave up waiting for a supervisor after a half an hour on the call.

Alan of Fort Wayne, IN September 3, 2009

While I have been a long time happy subscriber to Tracfone and later, Net10 - I have been without my Net10 phone and it's number for 2 months now. It started with a defective phone, followed by another and then yet another! At this point, I reactivated a retired Net10 phone, yet getting a SIM card to move my number over has been impossible. I've been told twice that a card will come, and twice I have not received a card. I now check on the status of my case number only to find it does not exist anymore. If it were not for having over 100 in talk time invested in the phone, I would port my number to another provider. However I feel I deserve what I have paid for.

D. of FW, TX August 20, 2009

Net10 representatives are located in Columbia. I had my Net10 phone stolen. I bought a new one, they mailed me a new sim card where I could have my old number back and the minutes that were on that old phone. At that time, I had 67985 days service days on my stolen phone.

I have been assured I would receive those days back, on 3 separate occasions. The last was last week Aug 13th. At that time I was assured I would have my days back within 24 hours. Today is Aug 20th and I still don't have my days back. Customer Service will place you on hold for upwards of 1 hour.

kelly of w. harrison, NY August 12, 2009

I purchased a Net 10 phone that came with 300 minutes, couldn't get it to work, called customer service was told I needed a new SIM card. Received new SIM card, phone still wouldn't work, was told I needed to buy more minutes so I purchased another 200 minutes. Phone STILL would not work, called customer service once again was told I needed to purchase more minutes and after I purchased more minutes they would send me a new SIM card.

I asked to speak to a supervisor, after being on hold for over 5 minutes I was told that no supervisors were available and I should call back another time. I asked for a phone number for the corporate office and was given another toll free number. It is not possible to speak with a live person other than the customer service people who are obviously in a room on top of each other.

Every time I've called I can barely understand the person speaking (aside from their poor english) because there are so many conversations going on. Net10 & Tracfone are the same company, their products are a waste of time and money. Why do reputable retailers sell these products?

I have spent nearly 100 on a phone that has never made ONE call! Despite numerous attempts to resolve the issue, all I'm ever told is 'you have to purchase more minutes' ... what a scam! I can't believe reputable, national retailers are still selling this product!

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