Straight Talk Straight Talk Wireless Stealing POINTS & REFUSING to add them back to account or even activate device :( Miami FL

After being with this sad excuse for a company and finally accumulating enough reward POINTS to use for free service refills, they have for the 2nd time now STOLEN my POINTS!!! 10,000 points they never added the first time and tried to say it was not a new line, and did not qualify BUT it indeed was a brand new line we added to the account! Here I am today nearly 4000 points they took for my monthly service refill and my phone is NOT ACTIVE.

Customer Service is a JOKE, definitely outsourced, they STALL you and try to WAIT you out, trying to convince me it is my NEW phone that came from THEM agent keeps requesting to take my phone apart telling and remove the SIM card over and over! Just wearing me down to get me to end the chat or call. They refuse to add the points back to my account, they refuse to let me speak with any supervisors or managers.

They simply close the chats online and always hang up when I call. EVERY SINGLE TIME!!! The last straw is when Straight Talk chat agent insisted I must give them my phone number to call if I wanted to speak with a supervisor! HAAAAAA ! Turn it ON I said! And calllll meeeee! I was able to add a plan by BUYING it!!! Plain and simple it was NOT my phone that was the issue... Sadly this company is full of THEIVES and we will be switching. Here is the chat I copied... ugh

You need any assistance completing your order?

thought i has a rewards service plan set up to cover me this month???

Mae: 

Thank you for being a valued customer with Straight Talk.

Mae: 

Did you login to your my rewards account?

trying to reactivate now can i not use my other rewards?

helllllooooo

yes i already had a rewards purchase that was sposed to cover my cell this month

shows on 9/30

Mae: 

I see.

was to start on my service end date

Mae: 

Did you get the service pin for it?

no it is automatic on the website

it was supposed to automatically start on my end date

can u look to see where those points went????

the my activity does not show me where it went

Mae: 

What I can do to help is refer you to our Customer Service department. They have the tools and expertise to further assist you with your account related concern. Let me refer you to our Customer Care.

Mae: 

Currently my team only specializes with online sales support and does not have access to account details, for security purposes.

Mae: 

Do you have questions before I will refer you to our Customer Care?

so i have to call

Mae: 

I can transfer you to customer care chat support.

ok

Mae: 

Please stay while I transfer you to our Customer Care.

Mae has left the chat

You are being transferred, please hold...

Straight Talk: 

Thank you for your question. All agents are currently assisting customers. You will be connected to the next available agent

Straight Talk: 

Thank you for your patience. The next available agent will be with you shortly.

Straight Talk: 

Thank you for your continued patience. The next available agent will be with you as soon as possible.

i had set up to use rewards points for my service refill on my end date. The points are gone on 9/30 when i set it up yet my phone is OFF this morning

Agent Sandy enters chat

Sandy: 

Thank you for visiting Straight Talk Wireless.

Sandy: 

Hi Customer.

Sandy: 

Before I can answer any of your questions. Do you have another number where we can call you back in case the chat is closed?

the rewards MY Activity does not show where the points went!!! My other lines were purchased not points

i had over 7000 points

no this is my only phone and is off....

Sandy: 

Okay, I understand.

Sandy: 

May I have name and phone number you need help with?

my refill with rewards should have kept my cell on

0000000000

Deborah 

on 9/30 i set up to use points for the 35$ plan when my service date ended.... it didnt refill

but points are GONE

i still have points left but trying to see why refill not done

Sandy: 

Thank you Deborah.

Sandy: 

One moment, please.

Sandy: 

I have sent a six-digit text message to your phone. Can you please provide me with the code you received?

249163

Sandy: 

Thank you.

Sandy: 

I am checking the service.

ok

Sandy: 

One moment, please.

ok

Sandy: 

Thank you.

Sandy: 

I was checking and the 7000 points was applied on the service on 9/7/2021. Then 3500 points was used on 9/30/2021. Your balance points are 4454 points.

yes the points on 9/30 were to go to my cell and refill.....

my other lines were paid with money NOT points

where did the points I reserved with go>>?

I have done this before and reserved the points and it worked. this time it has not

was to be applied to my line on my service end date

I woke up my cell is OFF and we have tornadic storms

the rewards breakdown only shows used does not show where or my number

Sandy: 

Okay.

Sandy: 

I was checking and yes the points was applied on the next line and this cannot be change any more. The points was applied over 72 hours/

then why do I not have service:

it was to refill MY cell

where did they gooooo

the other lines were paid with my bank card, I checked

my points did not go to other phones

I have proof they were paid by my bank account

so the points need to be applied to my line

my husband and sons were not paid for by these missing points

Sandy: 

Can you please try to restart the other phone and try to use the line one more time?

yes

off now

restarting

its slow

Sandy: 

Okay.

apple icon up

no service

when try to make a call

it should have auto refilled

Sandy: 

Can you please validate the next number?

my other lines?

0000000000 my husbands

his was just paid by my bank account

Sandy: 

One moment, please

his was paid on 9/29 $38.42

that is why the next day i checked points and had over 7000 and i set up to refill my line

Sandy: 

One moment, please.

Sandy: 

How many signal bars do you see on the phone?

3

it says service appears to be inactive

when i try to make a call

it simply did not refill for me! and I have work soooon

I need this fixed

I need my cell

and feel the points were just taken

Sandy: 

Please dial *73

ok

appears to be inactive

wants me to buy

Sandy: 

Please turn off the device one more time and remove the SIM card this time.

I do not have all-day

I need my cell

I have work

you need to tell me where those points went and fix this

I do not have hours!!!!

Sandy: 

I am sorry to hear that. I understand. Now, this will take time and we need you to follow the steps sent.

i have

where did the points go

ur not telling me that

can I get a manager to look now

we've been at this long enough

you see the points are gone

it is your error

supervisor, please

did u close our chat!!!!

why is this flashing after I ask for someone else

Sandy: 

The service is applied. I can see the service active. Now, we need to see why the service is not working.

supervisor please

I do not have time

to keep doing same things

how long until a supervisor can join

Sandy: 

I understand your frustration and I apologize for any inconvenience you have experienced. In order to speak with a manager or supervisor, I will need your contact number to have one contact you.

and hows that just put them in chat

obviously my phone is not on.....

they transferred chat to you so you should be able to do the same!!!

Sandy: 

In order to speak with a manager or supervisor, I will need your contact number to have one contact you. They will need to call you. At the moment we do not have one over the chat.

I am copying this text and will be sharing it to show that this company is stealing from customers!

ok so turn my phone ON

that's the reason I'm here

i don't have another phone here available

people are at workkkkkk

transfer me to chat with a manager that can actually fix the issue on ur end

this is a straight talk issue. on ur end. i have now turned off removed and it still does NOT WORK

it is OFF

no activation

it is on ur end! plain and simple

Sandy: 

Please be advised. The number and service is on. I have checked and the service is connected with days of service. Now, we need to work on the phone.

I need to leave soon and need my cell for work

lie

Sandy: 

I need you to turn off the device and remove the SIM card please.

I did!!!!!

this while time u have argued with me

i did not fix the issue

it is on ur end not the phone

Sandy: 

Please send me the SIM card number.

u have it

stop stalling me

Sandy: 

I need you to send me the information now.

u need to stop stalling me

and get me a supervisor

Sandy: 

In order to speak with a manager or supervisor, I will need your contact number to have one contact you.

turn on my phone!!!!!!!!!!

8914800000000000000

what now

you want me to disassemble it next?

I want a supervisor on chat

you don't have a clue what to do or you're the one taking points, stealing from customers?

Then POOOOOF she ended the chat... Again!