Report: #1402083

Complaint Review: Tracfone

  • Submitted: Sun, September 24, 2017
  • Updated: Sun, September 24, 2017
  • Reported By: Marilyn — Oklahoma City Oklahoma United States
  • Tracfone
    9700 NW 112th Ave.
    Miami, Florida

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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.



 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!!!!)


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.

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.


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#1 Author of original report

Do you work for Tracfone, Robert?

AUTHOR: - ()

I have read your comments, Robert.  Do you represent Tracfone? and do you have the authority to assist me with my Tracfone issue?? If you do not, I think your comments are suppositions.

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#2 UPDATE Employee

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


Hi Marilyn,


I am working with TracFone Wireless and I have read your post in this blog. I know how this has been very frustrating. Please allow us to help you resolve your concerns. You can contact us via chat at for further assistance. We are looking forward to hear from you very soon. Thank you.



TracFone Wireless

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#3 Consumer Comment

Doesn't Matter

AUTHOR: Robert - (USA)

It seems that you are under a false impression that every company has the same rules.   That is not true the only terms that matter are the terms of this company.  The time to disagree with the terms is BEFORE  you bought the phone in the first place.  After the fact you don't get to make up your own rules. You also were quite good about searching on what happens when you add minutes to the SAME phone, but failed to do a quick search on what is required to transfer minutes.  To bad you didn't do all of this "research" before you threw away your old phone.

Since you are so fond of the terms from their Web Site.... If I buy a new TracFone, can I transfer my remaining minutes and phone number to the new phone? Yes, you can transfer the minutes and phone number into your new TracFone by going to the TracFone main page and clicking on the "Activate/Reactivate Phone" button. Then, select the option that you need (phone, SIM, or Bring Your Own Phone CDMA). You can also contact our Customer Care Center at 1-800-867-7183 so that a representative can transfer that information for you. Please note that when you complete a phone upgrade from a smartphone to a non-smartphone, you will not be able to transfer any remaining minutes in your account, so you will lose those minutes.

Sorry but in the end you threw away the old phone before you transfered the minutes..your old phone has the S/N on the outside of the phone so it doesn't even need to work.

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