Tracfone Turning Off Sick Woman's Phone and Holding Minutes Hostage Miami Florida

All of this was straightened out after I filed a report through the Southeast Better Business Bureau in Florida.

A woman from the Tracfone Corporate Offices called and said she was responding to my BBB complaint. She asked for the order number for the Phone/Card bundle I ordered for my Mom last month from them, so I looked the order up in my e-mail account and gave it to her . She said that with the order number she was able to look up the bundle I purchased and was also able to see the pin number for the card that was included.

She asked how my Mom's new phone had over 1000 minutes if the card that came in the bundle hadn't been applied yet. I explained that I had transferred the time and minutes from my Mom's old phone to the new one due to my Mom's old phone not working well anymore. So the fact that I transferred more then 1,000 minutes was also a factor in this. She then asked for the serial number from the old phone, when I gave her that she said she would look up the phone's history and talk with loss prevention then call me back.

She called back about 10 minutes later and basically said after talking with loss prevention and using the information from the old phone that the situation was now cleared up.

She is sent a new sim card overnight and FedEX delivered it this morning. I called the woman who I spoke to yesterday and she reactivated the phone, added back the minutes and extended the expiration date instead of adding more minutes. She gave me the choice between minutes or time and I chose the time.

I honestly didn't think the BBB report would do anything and am shocked that it did, and I was really surprised that they responded so fast.

She also made sure to apologize more then once and also mentioned how much they appreciated me as a customer multiple times too.

""" had to call back a 2nd time about 30 minutes after the first time because the first person I spoke to was so rude and abrasive. Now you want a faxed copy of the 60 minute card that came with the W376 refurb bundle I purchased my Mom last month.""

It doesn't matter if it makes sense to you, they need hard proof about this card. That is why they want to faxed photocopy.

You say they are ripping you off, but they told you precisely what to do to fix the situation. You are refusing to do what they told you to do to fix the situation.

How I see it:

1) You fax the info, you get the minutes straightened out, your mother gets her phone back

2) You keep being stubborn about the card and don't fax it. The company has no proof except for a number read to them over the phone. Since they have no proof of purchase, they do not put the minutes on the phone. Your mother does not have her phone.

You admit that your mother accidentally pressed enter before inputting the code, and that she only entered the bonus code. You admit that your mother made a mistake, the company told you what it takes to fix the mistake, and you refuse to do it.

I even found you several locations in your city to photocpy and fax the information since you said there was no where to do that from.

You keep saying what they SHOULD do.... You don't set their policies, they do. We as consumers either follow the policies the companies dictate, or we fire them and get a new company.

""" had to call back a 2nd time about 30 minutes after the first time because the first person I spoke to was so rude and abrasive. Now you want a faxed copy of the 60 minute card that came with the W376 refurb bundle I purchased my Mom last month.""

It doesn't matter if it makes sense to you, they need hard proof about this card. That is why they want to faxed photocopy.

You say they are ripping you off, but they told you precisely what to do to fix the situation. You are refusing to do what they told you to do to fix the situation.

How I see it:

1) You fax the info, you get the minutes straightened out, your mother gets her phone back

2) You keep being stubborn about the card and don't fax it. The company has no proof except for a number read to them over the phone. Since they have no proof of purchase, they do not put the minutes on the phone. Your mother does not have her phone.

You admit that your mother accidentally pressed enter before inputting the code, and that she only entered the bonus code. You admit that your mother made a mistake, the company told you what it takes to fix the mistake, and you refuse to do it.

I even found you several locations in your city to photocpy and fax the information since you said there was no where to do that from.

You keep saying what they SHOULD do.... You don't set their policies, they do. We as consumers either follow the policies the companies dictate, or we fire them and get a new company.

""" had to call back a 2nd time about 30 minutes after the first time because the first person I spoke to was so rude and abrasive. Now you want a faxed copy of the 60 minute card that came with the W376 refurb bundle I purchased my Mom last month.""

It doesn't matter if it makes sense to you, they need hard proof about this card. That is why they want to faxed photocopy.

You say they are ripping you off, but they told you precisely what to do to fix the situation. You are refusing to do what they told you to do to fix the situation.

How I see it:

1) You fax the info, you get the minutes straightened out, your mother gets her phone back

2) You keep being stubborn about the card and don't fax it. The company has no proof except for a number read to them over the phone. Since they have no proof of purchase, they do not put the minutes on the phone. Your mother does not have her phone.

You admit that your mother accidentally pressed enter before inputting the code, and that she only entered the bonus code. You admit that your mother made a mistake, the company told you what it takes to fix the mistake, and you refuse to do it.

I even found you several locations in your city to photocpy and fax the information since you said there was no where to do that from.

You keep saying what they SHOULD do.... You don't set their policies, they do. We as consumers either follow the policies the companies dictate, or we fire them and get a new company.

""" had to call back a 2nd time about 30 minutes after the first time because the first person I spoke to was so rude and abrasive. Now you want a faxed copy of the 60 minute card that came with the W376 refurb bundle I purchased my Mom last month.""

It doesn't matter if it makes sense to you, they need hard proof about this card. That is why they want to faxed photocopy.

You say they are ripping you off, but they told you precisely what to do to fix the situation. You are refusing to do what they told you to do to fix the situation.

How I see it:

1) You fax the info, you get the minutes straightened out, your mother gets her phone back

2) You keep being stubborn about the card and don't fax it. The company has no proof except for a number read to them over the phone. Since they have no proof of purchase, they do not put the minutes on the phone. Your mother does not have her phone.

You admit that your mother accidentally pressed enter before inputting the code, and that she only entered the bonus code. You admit that your mother made a mistake, the company told you what it takes to fix the mistake, and you refuse to do it.

I even found you several locations in your city to photocpy and fax the information since you said there was no where to do that from.

You keep saying what they SHOULD do.... You don't set their policies, they do. We as consumers either follow the policies the companies dictate, or we fire them and get a new company.

What they want has nothing to do with the phone itself, they want a faxed copy of the airtime card that came with the phone I purchased for my Mom last month. I should be able to provide the code from any airtime card if they want one, there is no reason they need the code from that card specifically. That specific card has nothing to do with what happened with the bonus code going through at all, it makes no sense for them to assume that was the card she was going to use anyway.

The phone I purchased as an upgrade to my Mom's old phone last month shouldn't have anything to do with this situation all.

All they really have to do is remove the 50 minutes that accidentally got added to my Mom's account due to their website allowing a bonus code to go through without an airtime code in the other box.

My Mom didn't even get a chance to enter the airtime code at all before she accidentally pressed the enter button, what went through was the bonus code for 50 minutes which shouldn't have gone through on it's own at all. They usually don't allow bonus codes to go through without a correct airtime code in the other box.

our mother incorrectly entered the card, you said so yourself.

The company wants faxed information from your phone and they say they'll fix it. Again this is a reasonable request, they want proof.

If you do what they say, you get your minutes and everyone is happy.

Just to help you out:

Ups Store
Address: 45 Hardy Court Shopping Ctr, Gulfport, MS 39507
Phone: (228) 867-7070

Xpress Copy Ctr
Address: 1620 Highway 11 N # B, Picayune, MS 39466
Phone: (601) 799-1440

Desporte Office Supply
Address: 10437 Lamey Bridge Rd, Diberville, MS 39540
Phone: (228) 396-5744

Straightway Printing
Address: 11370 Highway 49 # F, Gulfport, MS 39503
Phone: (228) 832-4695

(((Redacted)))
Plenty of places where you are at offer photocopy and fax services. These are just a few from yahoo's phone book. Additionally, every hotel has a fax and copy service that you could use.

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.