I briefly moved my SIM into another device and then back into the original phone. Shortly after, data stopped working and calls failed with a message about an unauthorized device. The service did not recover.
Why This Site Exists
My name is William Lodge. In November 2025, my TracFone / Walmart Family Mobile service (on the Verizon network) stopped working after my SIM was flagged as being in an "unauthorized" device. Even after returning it to the original phone, service did not come back.
What followed was hours of calls, conflicting explanations, failed promises of escalation, and no workable path to restore service. I filed FCC Case #8214699, received multiple corporate emails, and still went more than nine days without usable service.
TracFoneComplaints.com exists to:
- Document my case in detail with dates, ticket numbers, and evidence
- Invite other customers to share their experiences in a safe space
- Highlight the serious consequences when essential phone service is cut off and support systems fail
- Create accountability through public documentation
My Case: Timeline Summary (FCC #8214699)
I spent around eight hours on the phone with different support reps. I was repeatedly told there was an "outage in my area" that would last about a week. When I questioned that, I was effectively called a liar. Escalation was refused, and I was hung up on multiple times.
I filed an informal complaint with the FCC. TracFone acknowledged it and opened internal ticket NRB000011957748. They referenced a "discrepancy" and offered to send a new SIM, but only if I authenticated by phone — using a line that no longer worked because of this issue.
I was repeatedly told to buy a new SIM at Walmart. I traveled to a Super Walmart in Lakewood, Colorado: no Walmart Family Mobile SIMs in stock. I checked Walmart.com and found a single store in Colorado showing one in stock, ordered it, cleared my day to pick it up, and hours later the order was cancelled and refunded due to "no stock".
More than nine days later, my service was still unusable. I sent a detailed email to TracFone's corporate escalation address explaining the harm, time lost, and barriers to fixing the issue. I did not receive a satisfactory response.
With my service set to expire and no real resolution in sight, I chose not to renew. I am seeking a refund for the device and service, along with compensation for the work and stability this situation cost me.
Why This Matters
A phone is not a luxury. For many people, it is a lifeline—for work, medical care, mental health, safety, and staying connected to the world. When a carrier cuts off service and then fails to restore it in a reasonable way, the impact can be serious.
9+
Days without usable service
8
Support reps in a single day
1
FCC case (so far)
Stories like this are not just "inconveniences". They affect housing searches, job opportunities,
benefits, and safety — especially for people already on the edge.
About Me
I’m William Lodge. I rely on affordable phone service like a lot of people do — to work, to stay housed, to stay connected. When my service failed and I couldn’t get a straight answer or a real fix, I decided to document everything in public.
This site is independent. It’s not run by TracFone, Verizon, Walmart, or any carrier. I’m just one person, but the more voices we have, the harder we are to ignore.
If this site helps you, or you want to support the time it takes to keep documenting and organizing stories, you can support the project here: BuyMeACoffee.com/williamlodge.