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Report: #1457642

Complaint Review: Tracfone Wireless - Miami Florida

  • Submitted:
  • Updated:
  • Reported By: Lin — Billings MT United States
  • Tracfone Wireless 9700 N.W. 112th Avenue Miami, Florida United States

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I have used Tracfone for a long time, and I run the accounts of 7 family members who also use them.  My mom lost her phone and when we transferred her minutes to the new phone I was sure she had a lot of minutes, but they said she had 31 and that was it.  We were switching from a smartphone to a flip phone so I dismissed it due to the downgrade.  

Today I checked my own minutes/etc before transferring my phone number/account to a different phone.  I had 2.1 gigs of data (I had just purchased a gig), 550 minutes and over a thousand texts.  I transfer it and it says it's done, but I have zero minutes/zero anything.  So, I call and after a half hour on the phone, he tells me he needs another dept to see how much I had to transfer.  I think nothing of it, he comes back and informs me I have 31 minutes, Zero texts, zero data.  I say, no way, I was on tracfone.com and I saw what I had before I used tracfone.com to transfer it.  Unfortunately, I didn't take a screenshot.  He told me it didn't matter because I had just "not refreshed it".  Which is not even applicable.  I do not have the Tracfone app, because it often doesn't work.  I did it ON A LAPTOP.  You have to log in and hit "get" for that phone and it times out and requires you to refresh it each time.  It isn't possible that I saw old data.  I don't use my phone much, and in that 10 minutes I did not use it all up in those few minutes before the transfer was completed.  I asked to talk to that department, the man refused--repeated he had called them (which was odd because he had claimed originally he was transferring me), and that was that.  He just kept repeating that I was obviously looking at an old amount and I kept repeating that wasn't possible.  I gave up.  I got my "31 minutes" (interesting it was the same as what they said for my mom's phone). 

I logged in and purchased 1000 texts for $5 since I now had lost all the ones I owned.  Nothing happened.  Nothing transferred.  After spending more time on the phone with Tracfone it credited me the texts I just purchased.  I had hoped the rest that they ripped me off for would appear, but no luck.  It is just incredibly wrong.  I deserved to keep what I had paid for and I have been a good customer for many years.  I think the 31 must be some default for them.  Very much ok, and apparently nothing I can do about it.  

This report was posted on Ripoff Report on 08/21/2018 05:09 PM and is a permanent record located here: https://www.ripoffreport.com/reports/tracfone-wireless/miami-florida-33178/tracfone-wireless-cheated-me-out-of-a-huge-amount-of-minutes-data-and-texts-in-transfer-m-1457642. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
2Consumer
0Employee/Owner

#3 Author of original report

Same result, no idea why I was asked to try again

AUTHOR: Lin - (United States)

POSTED: Wednesday, August 22, 2018

I was just told (essentially) too bad, that I had to buy more.  Why go through this motion again?  The irony is, I am porting over my home to my existing phone.  I only need this old cell phone with my minutes until it's done and then it won't be used except in an emergency.  If I had what I had paid for previously transferred, they would fade out when the phone expires in Dec 2019. 

I already purchased new minutes for the phone number I am porting over to my good phone.  It is just the fact that I paid for those minutes and they are mine to use or not use.  Plus, I had to pay $5 for texts in the meantime.  If the phone I am porting over takes long, I will have to purchase more minutes and that will make me angry too. 

I was pretty sure the 31 minutes, when it was done to my mom was some sort of default, and it was weird her texts disappeared since she doesn't use them (so I know they existed on the phone that was transferred)...but she doesn't text anyway, so I dismissed it. 

I am normally not someone who complains or even becomes upset when something happens even when I probably should.  This, however, because of the unfairness of it has me pretty upset.  If someone on your end really does care, the information will be in the picture I am submitting, I don't know how it is picked up if I were to type it here.  I also have a screenshot proving that I was told I just need to buy more.  There has to be some real record of my minutes, data and texts before they were transferred.  

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#2 Consumer Comment

One Question

AUTHOR: Perry Mason - (United States)

POSTED: Wednesday, August 22, 2018

 Did you even take this thing for a test drive? Before you place some importance on the BBB and their BS, the BBB is NOT part of ANY government body and has ZERO POWER to do anything!

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#1 UPDATE Employee

Tracfone Wireless Cheated me out of a huge amount of minutes, data and texts in transfer Miami Florida

AUTHOR: Tracfone - (United States)

POSTED: Wednesday, August 22, 2018

Hi Lin,

This is Mellannie from TracFone Wireless and I have read your post in this blog. Please accept our sincere apology for the inconvenience you have encountered with your phone service. We would really want to help you fix the problem. Please allow us to further investigate so that we can find the best possible resolution. You can chat with us at http://bit.ly/2qdrKHH for further assistance. Our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. To view our self-service menu, text Help to 611611. Thank you.

Mellannie
TracFone Wireless

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