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TracFone Missing Minutes

TracFone • Missing minutes • Activation problems • Can't get local number • Defective phone • Network problems • Lost the phone • Advertising, promotions • Rebate problems • Inside Trac --- News • TracFone Pays $50,000 for Violating Missouri's Do Not Call Law

Tami of Atlantic Highlands NJ (11/24/08)
My son lost the phone in the house, so I called about transferring the minutes. They said it would be no problem. I bought a new phone and called for my minutes. The man, who was almost impossible to understand, told me he couldn't find my exact amount of minutes on his computer, and that I should go to my account and add some so I could see the total minutes. After the addition, the total was not displayed. Originally in this conversation I was told I could only get the last amount I purchased (400 minutes). Now, after this, he told me I could only get the 120 minutes.

After being on the phone for 30 minutes with him, he told me to call in 2 weeks and they would have it. I called in 2 weeks, and after 95 minutes of being placed on repeated hold, I spoke to a supervisor who continued to put me on hold and told me I could get 360 minutes. How they got that, I do not know. After all this, I still received 160 minutes less then what I can prove I bought through my credit card.

I want everyone to know that, if you have absolutely no problems with the phone, it may work out for you. However, if you have any problem whatsoever, forget it. If you can get hold of anyone, you can't understand them. You echo in the phone, are constantly on hold for just 3 minutes and the annoyance alone of being on the phone that long for nothing and people who don't understand you shining you on, is unexplainable. Beyond mad. Plus the minutes on my cell I wasted. I can't discourage people enough when considering this phone.

Genevieve of Hastings On Hudson, NY November 15, 2008

Genevieve of Hastings On Hudson NY (11/15/08)
Tracfone has TERRIBLE customer service and EVEN WORSE record keeping. My Double Minutes for Life card was never properly input into my phone's account, and I had to call to have them manually add the double minutes the last time. They SAID at the time they would fix the problem and now, five months later, when adding more minutes, they didn't double again.

Now Customer Service claims they don't have a record of the pin number which I (stupidly) discarded the last time after they SAID they had fixed the problem and I believed them when the double minutes showed up on my phone. But they had only MANUALLY added them the last time it turns out. So with no proof I have now lost my DMFL EVEN THOUGH the records show they doubled them the last time.

Karen of Defiance, OH November 14, 2008

Karen of Defiance OH (11/14/08)
I have been receiving text messages from Tracfone advertising their specials and these deducts minutes from my phone no matter how I try to navigate around them. So, I am paying for THEIR ADVERTISING! I have complained and they keep saying it's been taken care of. NOT! I still get the text messages and the minutes keep being deducted.

I am paying for Tracfone advertising! Plus, my energy and time is wasted trying to get this resolved as the problem continues. The person I spoke with was in Bogota Columbia and barely spoke English! My nose is smelling something rotten going on here!

Larry of Conyers, GA November 13, 2008

Larry of Conyers GA (11/13/08)
I received a flier through the mail that preferred customers would get 1000 minutes for the price of 400 minutes, if I used a promotional code when ordering. When I ordered (online) I only received 600 minutes. The web site did not warn me that I was only getting 600 minutes before the transaction took place. I called their customer service and was told that it only applies to their double minute customers and they do not give refunds. I do not get fliers from Tracfone on a regular basis and they should not have sent these fliers to customers that are not eligible. This is highly deceptive.

I paid 99.99 for what I believed was 1000 minutes of airtime and only received 600 minutes.

Gary of Tinley Park, IL November 13, 2008

Gary of Tinley Park IL (11/13/08)
On 11/08/2008 I used the Tracfone website to buy a 400 minute card with 1 year service for 99.99. I used the promo code 53018 which offered 800 bonus minutes, and the page accepted the code. In the next steps, I saw the 400 minutes purchase, plus 800 bonus minutes, totalling 1200 minutes. I printed this out on paper as such.

When the minutes went on my phone, I ASSUMED that the 400 minutes I had purchased would double, as is common since I understood my phone to have DMFL on the phone when purchased (W370 phone) BUT the minutes DID NOT DOUBLE. I should have gotten 1600 minutes, not 1200.

I emailed TracFone and explained this, but after several letters back and forth over a week, I can note multiple obvious misrepresentations of the truth. I have their lies in print. TracFone owes me 400 minutes to correct the doubling feature, and 100 minutes for a port-in bonus. TracFone keeps running me in circles, making severe aggravation, rather than just give what I paid for. I have all the documents for my claim, and have sent it to them, but they ignore the proof in black and white.

They lead me to believe that they're incompetent or intentionally lying to customers. They have a very long reputation of unsettled claims, and I intend not to be another. If I do not get satisfaction from TracFone for this seemingly small issue, I will use all other avenues of settlement, such as FCC & Atty Gen, or litigation. My time for recovery will be at issue in such case.

Genetia of Yoder, IN November 3, 2008

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