TRACFONE RIPOFF NO REFUND Refusal to refund Miami Florida

1Purchase
On October 15, 2006 I was on the internet when a banner ad from TRACFONE showed up. It indicated a year of service and a free camera phone for $99.99. I clicked the ad and was brought o a TRACFONE order page. It was very full and complex and not at all like the banner ad I had just clicked. So, going back, I identified that the phone in the banner ad was a camera phone. I proceeded to order. I paid by my VISA card and was given confirmation of order number #1313902.

2When the phone came I unpacked it and did all the instructions to get it activated, which included calling TRACFONE at 1-800-867-7183. Once activated, it said 10 Minutes Airtime. I was on the phone with the technical department when this happened and I said Where is my year's service? I was told that there was supposed to be a one year activation card in the package with the phone. There was not.

I called back at 1-800-867-7183 to say there was no one year card in the box and I had searched everything. I asked if they could just ship a one year card to me and bill me for postage and I was told No, you will have to return the phone and order again. I was given RMA #13421175 at that time. I made a large 8 inch label of this.

3On October 23, 2006 I boxed it up in the same box I received it in along with the little air pillows. I put the Return Merchandise label #13421175 on the box. I called and asked Fed EX to pick it up. They said No, you have to pay for it or TRACFONE has to be the one to order us to pick it up.

3On October 23, 2006 I called TRACFONE at 1-800-867-7183. I said that I had been charged shipping on my order and I was not going to pay shipping again. I was transferred to Carlos, who said we will send you a return envelope. I was told that once they had received the phone that they would issue a refund.

4On October 31, 2006 the return envelope had not come. I called TRACFONE at 1-800-867-7183 and spoke with Rosella, who apologized for the inconveniences and was able to put me through to her supervisor, Elida. Elida confirmed my address and that I wanted a refund before I could reorder. I reviewed with her step by step the problems that had come and what I had done in contacting the company to resolve them. She asked me to hold while she contacted another department. She said Your dates that you told me are the same dates reflected on the account, and gave me confirmation number #101527. I was transferred to the Direct Sales Department and told As soon as your phone is received at our warehouse, we will issue you the refund as you requested.

5November 1, 2006 DHL came to the door with an EZ return envelope. The tracking number on the airbill was #18534714752. I took the airbill from the envelope and put it on the box, with the RMA label showing (so they would be able to identify the phone in the warehouse) and called DHL again for pick up.

6November 1, 2006 DHL picked up the phone in the RMA labeled box.

7November 3, 2006 Phone arrived at warehouse and is signed for.

8November 6, 2006 NO REFUND. I called TRACFONE at 1-800-867-7183 because I was sure that the phone had arrived and I wanted to know where my refund was. I spoke with Gabriella who said I understand, I really understand. You've been dealing with for almost a monthat least 3 weeks already. Let me contact the Direct Sales department. I gave her the original order number and the RMA number and reviewed the dates.

Hannibal in Direct Sales said the return is still pending. Wait another day or two. Money should be there by Wednesday. Thanks so much for your patience. The system takes a little bit of time. Note: Wednesday was November 8th.

9November 9, 2006 NO REFUND. I called TRACFONE at 1-800-867-7183 and spoke with Daniel who said I see you were supposed to be issued a refund three days ago, but as of today, the money is not put back in your account. I will contact the refund department.

After waiting on hold I was told your account says you should get a refund on the 6th and it still did not get refunded. So, a supervisor is looking why this is. Later I was told They refund all cases at the same time. Please allow us until November 15th to refund. Then you should be able to refund the balance.

10November 14, 2006 was the 30th day since order and 25rd day since error on order was discovered and 11th day since they had received the phone and still NO REFUND. I called TRACFONE at 1-800-867-7183 and talked to Miguel who said the record in the system for payment tomorrow.

11November 16th and NO REFUND!!!! Forget about wanting to reorder, I wanted my money back. I called TRACFONE at 1-800-867-7183 and spoke with Veronica and said I was promised a refund. She said I really apologize for all this problem you have had. She gave me the address of TRACFONE Wireless, Inc and gave me a new case number #11684584.

I was transferred to Catalina who was the floor supervisor. She asked When did we receive the phone? I said November 6th.) She said Do you have the tracking number? I gave her DHL#18534714752. They looked it up and said It doesn't show that the phone has been received by the warehouse. I said when I called on November 6th and talked to Hannibal that he assured me the phone had already been received at the warehouse. She said So, you were told we have the phone. In 24-48 hours you might have an answer. You won't have your money tonight. If you want to check back on case #13421175, you can call in a couple of days or so. I asked to speak to her supervisor and was told Uh, I've given her all the updated information. You can check back in a day or so, 24-48 hours. But we are done. End of call, still NO REFUND.

12November 20, 2006. I had waited FOUR days, still NO REFUND. I called TRACFONE at 1-800-867-7183 and talked to Yamina who said Yes, by the system you should have received the refund on the 15th, that's a week ago. Let me put you on hold and I will contact the Credit Card Center. Credit Card will help.

Martin answered. After reviewing all the dates, addresses, RMA number and DHL tracking number he said I thought this was a refund for air time. Please hold while I contact the Direct Sales Department.

Melissa answered for the Direct Sales Department and said We don't deal with money. All we can do is talk to the department that does. I don't know why the Credit Department isn't answering. Finally I said I would talk with a supervisor. After waiting (I had been on the phone for 36 minutes already) I was hung up on. NO REFUND.

13I called back to TRACFONE at 1-800-867-7183 and talked to Felix who said the department to assist you is closed. I asked for Elida whom I had spoken with previously and was told Elida is on the floor taking calls. Total time wasted today52 minutes. NO REFUND.

14November 20, 2006 I called DHL at 1-800-225-5345 and talked to Dennis. I said I returned a phone to TRACFONE. I have tracking number DHL#18534714752. He said let me put you on hold while I try to locate this record. It's over 2 weeks old. Then he said Your patience has been rewarded. It was an EZ return. The tracking for the airbill to you was #18534714752 and the tracking for the phone back to TRACFONE was #68349256220. It shows that it was picked up November 1st about 5 pm and delivered to TRACFONE at 10:02 am and signed for by NUNEZ.

15November 22, 2006 Still NO REFUND. After waiting two days I called TRACFONE at 1-800-867-7183 and talked to Daniel. I greeted him cheerfully, since I thought he was the same Daniel with whom I had spoken on November 9th. He said There must be more than one Daniel, since I just entered work today. I apologize for any inconvenience. May I put you on hold to ask my supervisor why you did not get your refund? It says you should get your refund on November 15th but you're telling me you didn't get your money. Could I place you on hold? I said that I had received the Tracking number #68349256220 from DHL so now they would have proof that the phone had been returned on November 3, 2006 and received by Nunez. I was eventually transferred to Direct Sales Department and spoke with Selina.

Selina said Let me apologize for all this delay. She went online and used the DHL tracking number to verify that the phone had been received and signed for by Nunez. She said I will escalate this to my supervisor. It will take 72 hours. My supervisor will escalate it to corporate office. Your case number #13421175 has been escalated and your reference number for the escalation is #11898571. Escalation takes 72 hours. Still NO REFUND.

16December 1, 2006, the 9th day since I was told to wait 72 hours. I called TRACFONE at 1-800-867-7183 and talked to Rosella. Rosella had contacted the Direct Sales Department and said The Direct Sales Department requests the chance to talk with you. She transferred me.

I spoke with Bruno who said Even if you were given the other information that you received, it was not correct. Because the package was opened, it takes four to six weeks. Even if it was escalated, it will take four to six weeks from when we receive the phone, November 3, 2006. You don't need to worry about it by keeping calling. We have all the information. You will receive a check in four to six weeks.
Still NO REFUND.

17December 2, 2006 I begin writing letters. What about a refund in four weeks? I would love a refund in four weeks. Four weeks was up yesterday. Still NO REFUND!!!!

Kathy
Winterville, North Carolina
U.S.A.

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