TracFone complaint: I was forced to upgrade my GSM cell phone

My complaint:

Tracfone needs to update their information pertaining to where ATT and Verizon towers are located as Tracfone keeps telling me that a GSM ATT phone will not work in my area. I have had a GSM ATT TracFone for over ten years and when I was told I had to upgrade they told me they are sending me an Alcatel TCL A2 GSM phone that will work on the ATT Tower and when I called in to activate it the phone did not work and found out that it is a CDMA Verizon phone and it will not work here. I called Tracfone and was on the phone with them for four hours explaining this to them as they kept transferring me to another department. THEY SAID THERE IS A VERIZON TOWER HERE ( WHICH IT IS NOT ) IT IS ATT TOWER.

I tried to buy an ATT SIM card and they kept telling me that it will not work here, so now I have no phone.

I told them I wanted to just reactivate my old Tracfone so I can use it, but they said they kept getting an error and can not activate it and they will have to send me a new ATT sim card.

The next day I received an email with a tracking number for a Verizon sim card. ( won’t work here )

I called back to speak to someone about the wrong sim card being sent and they checked my phones serial number and said that it was a Verizon locked phone.

I told them that they have incorrect information as I have had this ATT Tracfone for sveral years and then they put me through to a manager and I explained everything to them and they said they will get an ATT sim card sent out right away.

Tracfone also needs to employ people that listen to their customers and speak good English and understand English in general because over 75 percent of the time when I speak to someone from Tracfone, the do not speak good English and you can not understand what they say and are probably located outside the United States.

I will cancel my Tracfone service as soon as all of my time runs out and get service from another company as I have had nothing but problems with Tracfone when ever I try to upgrade my phone, they always send me a Verizon service phone after I tell them I want an ATT GSM phone. They keep telling me that ATT will not work here in my area when it is Verizon that will not work in my area.

I finally was able to speak to someone that may have better knowledge of what I am talking about as they said they are sending me an ATT sim card that is compatible with the TCL A2 phone and the local ATT tower.

11-08-2021
I received the new sim card and it was a Verizon ( NOT ATT ) I attempted to call Tracfone at 11:15AM and it said to leave a number for a call back in 5 to 7 minutes. No one called back. I called Tracfone again at 12:15PM and it takes at least 5 minutes with the automated service to get to a representative on hold. An agent ( Frederick ) I explained to the agent what has been going on and he said that the phone I have is a CDMA Verizon. I tried explain again what is going on and he said he is checking for a solution. He transferred me to a warehouse department at 12:32 PM and I waited 5 minutes. The agent Arnell did not have any information about what was going on. I had to explain to Arnell again what is going on with this phone. Arnell said he is checking the coverage. He said to turn the phone on ( just like before ) and check the settings and said the phone will not work here and there is no option for a phone that is compatible with ATT. I asked why did the sales agent tell me that he was sending me a GSM phone in the first place and why did the other agent tell me that he was sending me a SIM card that was ATT compatible.
Now I have a useless phone and over two thousand minutes I paid for and can not use.

Suggested solution:

They did not resolve my problem as they told me that there is no option for a GSM phone even though I have had a GSM TracFone for years.