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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

Elena of Erie, PA May 8, 2009

I have had a Nokia Tracfone for almost 2 years now and had 420 airtime minutes on my phone and suddenly on May 9, 2009 all of my minutes were erased; I have called the TracFone Customer Service Center 4 times now, each time giving me a new case number, repeat the story each time, and they keep telling me that they are still looking into it and no one knows what is going on, besides the fact that each representative you speak to cannot be understood and there is never a supervisor available. They gave me 60 minutes temporarily until they can figure out what happened.

Ward of Falling Water, WV May 8, 2009

I previously owned a TracFone and Net10 Phone and never experienced any problems. However, the purchase, porting, and activation of my Motorola W376 TracFone has been the worst customer service experience that I've ever had in my life. I began the activation process on the internet in early February 2009 by requesting that my old Boost Mobile cell phone number be ported to my new cell phone. Initially I provided only my old number as I didn't have an account number. I was contacted by TracFone and they requested that I contact Boost Mobile and obtain my account number. I obtained my account number and advised TracFone customer service. I then receive another phone call indicating that I needed to provide a Pin Number. So I provide that information as well.

I then receive repeated phone calls claiming that the information I provided was not correct. Eventually, a three way phone call between TracFone, Boost Mobile, and myself was arranged. Boost Mobile confirmed that the information that I provided was correct. So again I wait, assuming that the problem was resolved. Then in late February I receive a letter indicating that the porting of my number was "delayed due to incomplete or inaccurate information" and was advised to contact another number for assistance. At this number I was advised that my SIM card wouldn't port, and that I would be sent another SIM card through the mail. In early March I thought finally my problems would be over. I received and installed the SIM card and called back as requested. The phone was finally activated and I indicated that I would add additional minutes online. After all the delays, I had forgotten that my phone came with double minutes for life and ordered the 800 minutes with double minutes for life at the price of 139.99. To my surprise the minutes were not added to the phone and I again had to call customer service. The lady on the phone was nice enough to inform me that I made a mistake in my order, but to my surprise was unwilling to correct it.

I complained but it was obvious that I was getting nowhere. The minutes I ordered were added to the phone. I decided I would call back and would insist that the second double minutes for life be removed. I figured this would result in a 40.00 refund to my credit card as 400 minutes (doubled to 800 minutes) costs 99.99. I called back and again got nowhere with customer service. I asked to speak to a supervisor who was apologetic but indicated that there was nothing she could do. She indicated, however, that she would refer me to a higher level and that someone would get back to me.

Well I waited over a week for a response and received none, so instead of calling again and getting the run around, I decided to send an e-mail. By e-mail I was provided a number to call for credit card adjustments. I thought I was finally making progress, however when I called I was again advised that nothing could be done. I asked to speak to a supervisor and was informed pretty bluntly that it was my mistake and there was nothing they could do about it. I subsequently wrote a letter to the Tracfone Resolution Department. In response I received a phone call offering me 30 additional minutes of airtime. I turned it down as it does not adequately compensate me for my time, trouble, and expense. Based on my experience, I will never buy another Tracfone product.

Jil of Newland, NC May 2, 2009

From the moment we got the Tracfone, it was nothing but aggrevation. But the final straw was when I purchased additional minutes that would not register. Inspite of many calls (7) to get the issue squared away, I was always told to wait and see if they registered. In the meantime, I couldn't use my phone because I had only a few minutes left. This has been going on for days. Still no resolution. I have spent hours calling and dealing with computers and people. Always the answer is the same, check later. Also, it is always in roaming mode. I don't even want to try to get that squared away. This is the end of my relationship with this company!

Gary of Massena, NY April 24, 2009

I had 1510 minutes on my v170 Tracfone. I just bought a new 376g Tracfone. I called their number to transfer my minutes and phone number. They said I had 1070 minutes. How can this be? I always buy minutes by the year. It's like they penalized me for buying to new phone.

Joy of Chapel Hill, NC April 23, 2009

I have spent literally HOURS and HOURS on the phone trying to get my double minutes transferred to the new number for my tracfone - and now they tell me time has expired and I won't be able to get the double minutes. What a lousy joke. I will NEVER use them again and will do all I can to turn people away from doing business with them as they saw fit to waste so much of my time.

Barbara of Idaho Falls, ID April 14, 2009

Barbara of Idaho Falls ID (04/14/09)
I bought a tracfone 3weeks ago I couldn't get it to work so i called tech support they gave me a new number which worked but it wad a differeent number than the origanal so when i tried to add mminutes it wouldn't work i wasted my remaining minutes talking to tech suport the first person i talked to said she could not help me the second one said my minutes would be added made sure he understood that the number was different he said he had my account on screen and it was correct evedently not cause no minutes were added I called back asked for the manager got a runaround finally he said the minutes i talked to him would be reimbursed not done if they had the correct number maybe they could have but must have been too difficut, not done. sooo I am now down to approximatly 10 minutes no help np minutes and i am very upset

out 90 some dollars no minutes and very unhappy also out 2 hors of my time on the computer and phone

Kathleen of Audubon, NJ April 9, 2009

Kathleen of Audubon NJ (04/09/09)
Net 10 advertises 10 cents per minute. I have 162.5 minutes on a phone that they deactivated for non-usage within 60 days. I requested a refund and they tell me I need to spend 30.00 to reactivate the phone. I have spent hours on the phone with numerous persons, most who don't understand English, (foreign call centers) who just repeat themselves and say they don't have supervisors. I have asked for a refund of my 16.50 that is left on the phone and they tell me I have to pay the postage to return the phone and then maybe they will refund my 16.50 that is left on the phone.

I prefer NOT to deal with company any longer. I am also forwarding a copy of e-mails to the FCC in Washington, D.C. and I am filing a complaint with the Florida BBB. It's a shame [their] company cannot do business in the spirit of resolving problems, only causing more problems. There was a time when people used to take pride in the service they offered; I guess [they] don't operate that way.

S. of Shelby, NC April 8, 2009

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