Net 10 TracFone Fraud, scam, theft, cheating a child Miami, Florida

My 11-year-old son has a Net 10 phone and it is his responsibilty to pay for his own minutes. He purchases airtime cards that include rollover minutes/service days with money from his birthday or that he makes mowing lawns. 

He had service days through mid-November, but only 15 minutes of airtime left, so on August 2, he purchased a new airtime card. Because the cards look identical, he did not realize that the card he purchased did not offer rollover services. Once he added it to his phone account, he lost approximately 100 days of service, that he had paid for. Removing service days with out the customer's knowledge is THEFT. Not providing service for the length of time paid for is FRAUD.

We called Net10's customer service number (which is a bit of a joke, as their service is horrendous & the reps can barely speak English) and were told that all previous days and minutes on an account are deleted when non-rollover airtime is added. This is not something that is advertised on the card, so I explained that my son is only 11 and did not know that he would lose all his previous airtime. He certainly would not have bought the card if he had known he would lose all his accrued service days! After being told they can not add back service days (which is A LIE, they can add back service days), I requested a supervisor.

I went through a few more delays while I climbed the chain-of-command, until I reached a senior shift manager who said his name was Marlin. He was very rude, and admitted to me that he can add back the airtime, but chose not to. When I asked for his supervisor, he claimed he did not have one (another LIE, everbody has a boss). When I asked him if he was the owner of the company, he said he was not, so I pointed out to him that he has a boss, everybody has a boss, and someone in the company was responsible for his performance. He still refused to give me his boss' name, maintaining that as he was the shift manager, he did not have a boss.

In the end, after an aggravating 45 minutes on the phone, I did not get anything returned, and that company stole over $60 worth of service days from an 11-year-old child. They are disgusting and despicable, and they should not be in business. 

Anyone considering entering into a service contract with this company needs to beware; they are scam artist and fraudsters of the highest order, and they are a subsidiary of a Mexican company, so anyone that does business with them is not even supporting American commerce.

I will be filing reports with the FTC, the FCC and the BBB, as well as writing a letter to F.J. Pollack, the CEO of this company.