Tracfone TRACFONE DID NOT ROLLOVER THE MINUTES I PAID FOR AS THEY ADVERTISE - "At TracFone, your unused texts, talk, and data never expire with active service!" Miami Florida

I purchased a cell phone call plan on 7-25-17 for $88.80.  I damaged the phone and Tracfone will not carryover it to the new phone call plan I ordered. They indicate I have to tell them what minutes were used.  I do not have the old phone and even if I did, I could not access any information from it because it is inoperable.

I called other phone companies to check their practices on transferring minutes to a new phone and they both said that minutes go with the phone number which mine has not changed.  Also, one phone company representative said they don't have customers notify them of minutes used.  I have furnished them with documents proofing that I paid for the call plan and for the new phone.

I have written to the BBB, the Florida Attorney General and now filing this complaint.  The response I got from Tracfone was we need your old phone serial number and how many minutes you used (even though I have told them I threw the broken, old phone away.  No mention of documentation furnished proving the purchase of the old as well and the new phone and July 25, 2017.  purchase of the airtime plan.  I am a senior citizen, but I do not think that is the way to treat any customer.

HERE ARE SOME STATEMENTS FROM THEIR WEBSITES AND ADVERTISING:

 UNLIMITED CARRYOVER(r) Keep what you pay for.

At TracFone, your unused texts, talk, and data never expire with active service. Make every minute count!* (I copied this advertisement from the BBB page!!!!)

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This is from FAQs on the Tracfone website:

How do triple minutes work with smartphones?

When you purchase a TracFone smartphone, we triple every airtime card you buy. For example, if you buy a 200-minute card, you will get 600 minutes for talk, 600 texts and 600 MB of data.

How many days of service will I receive if I add 2 or more Airtime cards at the time of Activation?

You will receive the sum of the days of service provided with each card. With our improved Carry Over benefit, the minutes and service days you add to your TracFone will be added to the minutes and service days you already have.

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What is the maximum number of days that my Service End Date can be extended?

There are no limits! You get everything you’ve already paid for with our improved Carryover benefit. Only with TracFone, the minutes and service days you add to your TracFone will be added to the minutes and service days you already have.