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Report: #1444720

Complaint Review: Tracfone - Miami florida

  • Submitted:
  • Updated:
  • Reported By: Sam — United States
  • Tracfone Miami, florida United States

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Note: I've talked to many people at Tracfone, and used their chat option, so at this point this websit may be my last best hope for recovering what I had.  These two lettres to Tracfone best describe the situation:

5/25/18, sent at night after largely being penalized by Tracfone for writing to them the 2nd letter listed below:

Hi, my phone (((REDACTED))) had 7.9GB of data.  On 5/~18/18 it was accidentally changed to 4 (it showed up as 3.91) to try and restore minutes and texts to my phone (before that date the data and texts were changed to 15 each because I was compensated 15 minutes [not at my request] when they had me on the phone reprogramming my old phone to work while I wait on my current phone getting a warranty replacement).  Rather than the 15 adding to what I had, it replaced what I had (thousands of minutes and data).  On 5/~19/18 I talked to Maria BAQ750 and Mary 516322.  I believe it was Mary who added the 4,000 minute and texts (neither or which were as many minutes or texts as were on my phone originally).  She said this would add 4GB of data, totaling 11.59GB.  When she did this, she saw the 7.9G didn't go to 11.59, but went to 4!  She saw this and said so over the phone and she said she'd get it corrected.

On 5/21/18 I talked to Karen (ID 535021) about this and she got the data corrected to 11.78GB (close enough to the 11.59 or 11.9 as I saw it amount).  However on 5/25/18 when Ana changed my minutes and texts, it also changed my data to 5.164GB. :`(  My texts and data are still likely incorrect, given the latest verification showed I had 5829 texts and 4067 minutes when it was 100% certain (per me and Mary seeing it simultaneously and the conversation, which I'm told was likely/maybe recorded) my phone showed 7.9/7.59GB (Mary said some data was used, accounting for the small difference).  Hence, some error is occurring in the system showing less of various info. on my accounts.  One representative said the transaction history goes back only so far; this may account for why only some of my history appears to be showing up, resulting in understated total minutes/data/texts.

Please update my data to the 11.78 it was last at when I talked to Karen 535021, and please either verify w/her by asking her about it or listening to the recorded call.  It is possible she notated the account, so you can check that, too.  Either way, the info. is there and available for you to verify.

Thank you.

P.S. Also, please make it so I can check my minutes online.  Tracfone made it so I couldn't check my transaction history "due to inconsistencies in the account", not due to password or other errors on my end, either by using my phone or logging in.  Please fix this soon, as it has now been over a week w/o the ability to check it.

--
Sam Schaperow
PsychologyCT.com


5/25/18, sent during the day:

Dear Tracfone:

I am a many year customer, and I believe a good customer (see my history for proof), and never in my decades of cell phone use (I'm in my 40s) have I ever had a problem so egregious as to contact the FCC.  

-On Fri. the 18th I spent ~2.5 hours between online chat and phone calls w/numerous agents trying to remedy a problem.  I paid for minutes, texts, and data, over the years and accumulated a large amount of them relative to my usage.  It was my goal to not have to buy another minute/data/text until the middle of the next decade.  I calculated my usage, purchased the amount of minutes/data needed, and then also bought service through the yr. 2023.  My goal was also to not have to watch my usage worrying about what is left, except to check it just once in a while and as long as many thousands appeared I was fine.  Last I knew, I had many thousands of minutes (is it possibly only 4k, sure that is possible, but given all thousands purchased over the years that trippled, the minutes could have possibly exceeded 12,000).  Even looking at my most recent purchases (until the 18th, when Tracfone made it so I couldn't check my transaction history "due to inconsistencies in the account", they claimed, I saw what appeared to be more than one 1500 (pre-tripling) minute purchase, though it may have been one and somehow it appear more than once.  Purchases over the years gave minutes, texts, and data at triple the amount stated (1500 minutes becomes 4500, therefore 3 such purchases would mean 13500 minutes, and texts as well).  There were cases where minutes didn't get onto my account properly, at which time I contacted Tracfone and got it resolved, ultimately getting what was needed, if not more to make up for all the hassle (plenty of hassle..., but nothing near an FCC complaint, not at all...).  As for texts, I had vastly more than I could use until 2023, so I planned to have them for beyond 2023.  But, they were changed to 15!  The 15 minutes I was given that *replaced* my existing minutes also replaced my far over 10,000 texts.  See below for more on the replacing:

-Texts & more: When my minutes were transfered to my old phone following a 2-week (I have this in chat logs, so I can say they really said it takes 2 weeks to get a warranty replacement completed) stated time-frame I'd be w/o any phone unless I did this, I was compensated ~15 minutes (rather than added 15 min. to my thousands, it *replaced* my minutes!, also leading to my ~12k texts being wiped out & replaced with 15!!!).  I didn't ask for 15 minutes back from having to have called to have them reprogram the old phone, and they didn't say they did this, but one of the Tracfone reps thinks this replacement instead of adding is what explains the situation.  I request up to 8,500 minutes and 8,000 texts restored to my account.  Thus far the "LPD" dept. only 4,000 minutes and 4,000 texts were restored.  I paid for these and they are mine, thus they can't be denied to me.

-Data: I had 7.9GB when I called on Fri., and she said she was *adding* 4GB, yet during the phone call it went to 4GB.  It *replaced* my minutes, rather than add.  She said she'd get it fixed to add instead, but it didn't happen.  MANY calls later, I finally got that fixed, but it showed her that something's off w/your system that it repeatedly replaces instead of adds.  

-***Based on my limited usage and extensive minute buying, and now after reading through transactions and remembering getting triple minutes (when I called I forgot about double and triple minutes), I figure I am due up to (it is possible it is 0, but it may be as described) 8500 more minutes, and possibly 8k texts or more if I've missed all kinds of minutes (see again the texts notes, which are earned when buying minutes at the same rate) that also added texts.  This doesn't include that after Tracfone lost my minutes, that they should consider giving me more than I had to make up for it, NOT less!***  


-Transactions and other Notes:
3/31/17: 60x3= 180minutes
6/29/17: "redemption" (no minutes are listed, so I don't know what this was)
9/14/17: 1500x3=4500+60 bonus min. = 4560 added on this date.  
earlier dates: This data is not avail....

4500+180=4680.  If any bonus minutes were included, and I buy minutes when additional bonuses are availble like buy 10000 or more minutes, get 250 minutes free, then even more.  I have a note from what my notes listed as "maybe '16": 4500 + 250 = 4750 = 0.0421052631578947 / 0.0631578947368421 (2 yr added)
If this was indeed my transaction, then that's 4750 minutes obtained.  The same notes also state: "I use about 1250...minutes per year".  It may have decreased since I've been using a land line a lot and other non-minute methods of contact (excluding texts).  Another note, probably from earlier '16 or '15, shows a purchase totaling (w/bonuses) 1450 minutes.  I have another note, undated, occuring w/a chat representative:
"You: For this plan, if I buy it twice, I'll end up with 2 years of service, and 9000 minutes.
Patricia: That is correct if you get the 450 minutes and 365 service days two times, you will get 900 minutes and 730 service days.
You: sorry, by "this plan", I meant to show: $118.75
With Auto-Refill
1500MIN
1500TEXTS
1.5GB
$125.00
365 SERVICE DAYS
AIRTIME FOR YOUR PHONE:
1,500
MINUTES
1,500
TEXTS
1.5
GB DATA
ADD"

-End/Conclusion:
Ana, at this point, I should surely be returned at least 8k texts and up to 8.5k minutes, added, not replaced..., to my account.  Then, given many hours over numerous days of working on this, I feel it is only fair to please authorizes an additional bonus to make up for this stressful and unfair experience of 10GB data, 10k minutes, and 10k texts.  Please make this right and restore my faith in Tracfone, a service I've told *many* people about, but now would tell them to avoid (Tracfone has fallen from grace, at least for me, though they have more than a 1/2 grand of bad reports on the internet, so it seems they may have really gone downhill).

This report was posted on Ripoff Report on 05/25/2018 07:15 PM and is a permanent record located here: https://www.ripoffreport.com/reports/tracfone/miami-florida/tracfone-removed-data-texts-and-minutes-i-had-paid-for-miami-florida-1444720. 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:
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0Employee/Owner

#4 Author of original report

Here's the result of using the chat you recommended:

AUTHOR: Sam - (United States)

POSTED: Friday, July 06, 2018

I had used that chat and was given more data, though not the minutes or texts I was due, and then someone at Tracfone reversed the data (ending up w/o that data, having less than I had before).  That is *wrong*.  Here's the chat log proving I should have the 11.78GB data re-restored:


"Thank you for visiting Tracfone today. How may I help you?
Kyle: Hi Sam. Thank you for visiting TracFone Wireless.
Kyle: How can I help you?
You: My experience of them taking away minutes/texts/data I paid for due to a system error, and not returning what I had paid for and then returning some while taking away more of what was left on my account:5/26/18:Talked a man who transfered me to Irene 517237 who interpreted the erroneous system's data as showing I had even less than the already vastly lower than correct texts, minutes, and data I have now. After over 1/2 hr. on the phone, she threatened to lower everything, that being the only change she'd make. She wouldn't/couldn't talk to Karen to prove what I said is correct. She didn't help me to have my account work, as the password has been reset for now reason (I had no password issue and made this clear, but they did it anyway, so now I can't get into my account to view anything, not that the data, texts, & minutes info. presently works, anyway).

5/25/18, sent at night as a reply to Tracfone's largely punishing me for having written to the FCC after extreme levels of failed attempts to resolve the issue w/Tracfone and then sending the further below letter to Tracfone labeled as "5/25/18, sent during the day":Hi, my phone 8602715233 had 7.9GB of data. On 5/~18/18 it was accidentally changed to 4 (it showed up as 3.91) to try and restore minutes and texts to my phone (before that date the data and texts were changed to 15 each because I was compensated 15 minutes [not at my request] when they had me on the phone reprogramming my old phone to work while I wait on my current phone getting a warranty replacement). Rather than the 15 adding to what I had, it replaced what I had (thousands of minutes and data).

On 5/~19/18 I talked to Maria BAQ750 and Mary 516322. I believe it was Mary who added the 4,000 minute and texts (neither or which were as many minutes or texts as were on my phone originally). She said this would add 4GB of data, totaling 11.59GB. When she did this, she saw the 7.9G didn't go to 11.59, but went to 4! She saw this and said so over the phone and she said she'd get it corrected. On 5/21/18 I talked to Karen (ID 535021) about this and she got the data corrected to 11.78GB (close enough to the 11.59 or 11.9 as I saw it amount). However on 5/25/18 when Ana changed my minutes and texts, it also changed my data to 5.164GB. :`( My texts and data are still likely incorrect, given the latest verification showed I had 5829 texts and 4067 minutes when it was 100% certain (per me and Mary seeing it simultaneously and the conversation, which I'm told was likely/maybe recorded) my phone showed 7.9/7.59GB (Mary said some data was used, accounting for the small difference). Hence, some error is occurring in the system showing less of various info. on my accounts.

One representative said the transaction history goes back only so far; this may account for why only some of my history appears to be showing up, resulting in understated total minutes/data/texts.Please update my data to the 11.78 it was last at when I talked to Karen 535021, and please either verify w/her by asking her about it or listening to the recorded call. It is possible she notated the account, so you can check that, too. Either way, the info. is there and available for you to verify. Thank you.P.S. Also, please make it so I can check my minutes online. Tracfone made it so I couldn't check my transaction history "due to inconsistencies in the account", not due to password or other errors on my end, either by using my phone or logging in. Please fix this soon, as it has now been over a week w/o the ability to check it. -- Sam SchaperowPsychologyCT.comOriginal message I sent to Tracfone, which is more detailed: 5/25/18, sent during the day:Dear Tracfone:I am a many year customer, and I believe a good customer (see my history for proof), and never in my decades of cell phone use (I'm in my 40s) have I ever had a problem so egregious as to contact the FCC. -

On Fri. the 18th I spent ~2.5 hours between online chat and phone calls w/numerous agents trying to remedy a problem. I paid for minutes, texts, and data, over the years and accumulated a large amount of them relative to my usage. It was my goal to not have to buy another minute/data/text until the middle of the next decade. I calculated my usage, purchased the amount of minutes/data needed, and then also bought service through the yr. 2023. My goal was also to not have to watch my usage worrying about what is left, except to check it just once in a while and as long as many thousands appeared I was fine.

Last I knew, I had many thousands of minutes (is it possibly only 4k, sure that is possible, but given all thousands purchased over the years that trippled, the minutes could have possibly exceeded 12,000). Even looking at my most recent purchases (until the 18th, when Tracfone made it so I couldn't check my transaction history "due to inconsistencies in the account", they claimed, I saw what appeared to be more than one 1500 (pre-tripling) minute purchase, though it may have been one and somehow it appear more than once. Purchases over the years gave minutes, texts, and data at triple the amount stated (1500 minutes becomes 4500, therefore 3 such purchases would mean 13500 minutes, and texts as well). There were cases where minutes didn't get onto my account properly, at which time I contacted Tracfone and got it resolved, ultimately getting what was needed, if not more to make up for all the hassle (plenty of hassle..., but nothing near an FCC complaint, not at all...).

As for texts, I had vastly more than I could use until 2023, so I planned to have them for beyond 2023. But, they were changed to 15! The 15 minutes I was given that *replaced* my existing minutes also replaced my far over 10,000 texts. See below for more on the replacing:-Texts & more: When my minutes were transfered to my old phone following a 2-week (I have this in chat logs, so I can say they really said it takes 2 weeks to get a warranty replacement completed) stated time-frame I'd be w/o any phone unless I did this, I was compensated ~15 minutes (rather than added 15 min. to my thousands, it *replaced* my minutes!, also leading to my ~12k texts being wiped out & replaced with 15!!!). I didn't ask for 15 minutes back from having to have called to have them reprogram the old phone, and they didn't say they did this, but one of the Tracfone reps thinks this replacement instead of adding is what explains the situation. I request up to 8,500 minutes and 8,000 texts restored to my account. Thus far the "LPD" dept. only 4,000 minutes and 4,000 texts were restored. I paid for these and they are mine, thus they can't be denied to me. -

Data: I had 7.9GB when I called on Fri., and she said she was *adding* 4GB, yet during the phone call it went to 4GB. It *replaced* my minutes, rather than add. She said she'd get it fixed to add instead, but it didn't happen. MANY calls later, I finally got that fixed, but it showed her that something's off w/your system that it repeatedly replaces instead of adds. -***Based on my limited usage and extensive minute buying, and now after reading through transactions and remembering getting triple minutes (when I called I forgot about double and triple minutes), I figure I am due up to (it is possible it is 0, but it may be as described) 8500 more minutes, and possibly 8k texts or more if I've missed all kinds of minutes (see again the texts notes, which are earned when buying minutes at the same rate) that also added texts. This doesn't include that after Tracfone lost my minutes, that they should consider giving me more than I had to make up for it, NOT less!*** -

Transactions and other Notes: 3/31/17: 60x3= 180minutes6/29/17: "redemption" (no minutes are listed, so I don't know what this was)9/14/17: 1500x3=4500+60 bonus min. = 4560 added on this date. earlier dates: This data is not avail....4500+180=4680. If any bonus minutes were included, and I buy minutes when additional bonuses are availble like buy 10000 or more minutes, get 250 minutes free, then even more. I have a note from what my notes listed as "maybe '16": 4500 + 250 = 4750 = 0.0421052631578947 / 0.0631578947368421 (2 yr added)If this was indeed my transaction, then that's 4750 minutes obtained. The same notes also state: "I use about 1250...minutes per year". It may have decreased since I've been using a land line a lot and other non-minute methods of contact (excluding texts). Another note, probably from earlier '16 or '15, shows a purchase totaling (w/bonuses) 1450 minutes. I have another note, undated, occuring w/a chat representative: "You: For this plan, if I buy it twice, I'll end up with 2 years of service, and 9000 minutes.Patricia: That is correct if you get the 450 minutes and 365 service days two times, you will get 900 minutes and 730 service days.You: sorry, by "this plan", I meant to show: $118.75With Auto-Refill1500MIN1500TEXTS1.5GB$125.00365 SERVICE DAYSAIRTIME FOR YOUR PHONE:1,500MINUTES1,500TEXTS1.5GB DATAADD"

-End/Conclusion: Ana, at this point, I should surely be returned at least 8k texts and up to 8.5k minutes, added, not replaced..., to my account. Then, given many hours over numerous days of working on this, I feel it is only fair to please authorizes an additional bonus to make up for this stressful and unfair experience of 10GB data, 10k minutes, and 10k texts. Please make this right and restore my faith in Tracfone, a service I've told *many* people about, but now would tell them to avoid.
Kyle: I am sorry.
Kyle: Let me first take time to read your concern.
Kyle: One moment please.
Kyle: I am still reading. One moment please.
Kyle: I am still reading.
You: k
Kyle: Thank you for patiently waiting.
Kyle: Let me check your account for some documentations.
Kyle: Please bear with me.
You: k
Kyle: Thank you for patiently waiting.
Kyle: I will need to contact another department for me to ask further information.
You: k
Kyle: I am sorry for the inconvenience.
Kyle: I am still asking for further information here.
Kyle: I do appreciate your patience.
You: ty for reading through what I went through. I know that it wa sa lot to read through.
Kyle: I understand. You are welcome by the way.
Kyle: One moment please.
Kyle: I am still investigating some information here.
Kyle: Please bear with me.
Kyle: Thank you for your patience.
Kyle: I am still asking for assistance here.
Kyle: One moment please.
You: k
You: ty for taking the time to work on this.
Kyle: You are welcome.
Kyle: Not a problem.
Kyle: Thank you for patiently waiting.
Kyle: I already tried to investigate some information from your account here.
Kyle: I also contacted another department to ask approval if we can still provide you the minutes.
Kyle: Since this is an existing case, they need to speak with you directly to better provide you the information.
You: I've tried talking to people at that office many times, and the last itme they threatened to decrease what I had further. They didn't believe me, nor checked, w/Karen to prove the data should be 11.78 as it was days ago. So, I ask that you please be my liaison or find me a new dept. that can truly help.
Kyle: Okay.
Kyle: I do understand that.
Kyle: I am sorry I cannot provide you any minutes right now.
Kyle: However, I can transfer this chat session over to another department.
You: is it possible for you or someone now to return my data? You can transfer thsi chat, but it needs to be a dept. that can help, not the one that has hurt.
Kyle: Yes.
Kyle: I will transfer this chat session over to a higher department.
Kyle: Is there anything else that I can assist you with?
You: no thanks
Kyle: Okay.
Kyle: You are welcome.
Kyle: Thank you for chatting with TracFone Wireless. Hope you have a wonderful day. If you have further questions or concerns, kindly call our customer service direct hotline number at 1-866-667-6470 together with your reference PIN 429809. That department will be open Monday to Sunday from 08:00 AM to 11:45 PM EST. Please take note that your reference PIN will be valid only for two weeks.
Kyle: Please stay on the line.
Kyle has left the chat
You are being transferred, please hold...
Agent Aeon enters chat
Aeon: Thank you for visiting TracFone Wireless.
Aeon: Hi Sam.
Aeon: Let me investigate on the issue, please allow me a moment for this.
You: Hi Aeon. I hope you're having a good day at work.
You: I know my situation has a lot of info., so take your time reading. I will check back when I hear the tone this chat makes, so please only write back when you need me.
Aeon: Alright.
Aeon: Thank you for waiting.
You: ty for working on this
Aeon: You are welcome.
Aeon: I would like to inform you that we have only updated the minutes. Therefore, I can no longer provide any minutes for your phone.
Aeon: We have already updated the minutes.
You: The data is the most egregious error (see what I wrote regarding Karen), so that is what I'd like to please have reinstated even if the minutes can't be.
Aeon: Please allow me a moment.
You: k
Aeon: Thank you.
You: I should be thanking you, given all the time you're putting into looking into this.
Aeon: Alright.
Aeon: Thank you for waiting. I have updated the phone's data.
Aeon: Please keep the phone on to receive your benefits.
Aeon: Is there anything else that I can assist you with?
You: Did you update the data to the 11.78GB it was at?
Aeon: Yes.
Aeon: The transaction is still pending.
You: Great.
You: OH, pending?
Aeon: Please allow a few minutes in order to update it.
Aeon: Is there anything else that I can assist you with?
You: OK, so the next issue, which you may have read is that I can't access my minutes/data/texts online anymore. Something happened on the 18th and it stopped working. I can login just fine, but it shows the error message:
You: "We're sorry, your transaction cannot be completed at this time, please contact our Customer Care Center."
Aeon: It means that there is still a pending transaction on the account. We do not have a control for that.
Aeon: You can use the My Account application to check the balance. You can also text the word “Balance” and send it to short code 611611.
You: Hum. So, it has been the case for 8 days now. No day since then I've seen it work. Could there be something else happening?
Aeon: No, there is not. Everything is working here in the system.
Aeon: If there is a website maintenance, it will give you that error message.
You: Could something hvae been pendingfor 8 days, though?
Aeon: You can check it from time to time or use the alternate way on checking the balance.
You: I shall use the alt. method. TY! As for the normal method, at what point should it work again?
Aeon: I am sorry since I cannot provide the estimated time.
You: Alright. Ty for replying, though. the last issue is my texts. just like how the system erroneously showed lower data, it also was lower with texts. I know you can't restore my minutes... :*( but can you restore my texts?
Aeon: You are welcome.
Aeon: No, I cannot do that anymore.
You: Ah, okay. Is there any other way I can somehow get them restored?
Aeon: No. We have already updated the balance.
Aeon: Is there anything else that I can assist you with?
You: No. Thanks for what you could do, however. Take care.
Aeon: You are welcome. Thank you for chatting with TracFone Wireless. If you have any further questions or concerns, please contact one of our customer care representatives at 1-800-867-7183. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.
"

 

As said, this was later removed, and I ended up with LESS DATA THAN I HAD BEFORE I EVEN CONTACTED TRACFONE!!!

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#3 UPDATE Employee

Tracfone removed data, texts, and minutes I had paid for Miami florida

AUTHOR: Tracfone - (United States)

POSTED: Wednesday, July 04, 2018

Hi Sam,

This is Mellannie from TracFone Wireless and I have read your post in this blog. Forgive me for not responding very soon but I am hoping that it is not too late for us to settle your concern. I understand where you are coming from and how frustrating this has been on your end. We want to further investigate your account and look for the best possible resolution. Please contact us through chat at bit.ly/2qdrKHH for further assistance. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help keywords with valuable information. We are looking forward to hear from you very soon. Thank you.

Mellannie

TracFone Wireless

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#2 Author of original report

You make good points.

AUTHOR: Sam - (United States)

POSTED: Monday, May 28, 2018

Yes, they have abysmal customer service or I'd not be in this situation.  Still, the more detailed reports at least can possibly have some advantages:

  • If by some chance Tracfone does see my report, they may be more likely to do something (maybe a slim chance, but possible).
  • More detail can mean more search engine keywords to better expose this (though readers may read just the introduction).
  • If enough such reports exist, a class action suit may ensue and that would be wonderful!

So, you'd just move on if you spent hundreds (I can see it better if you spent tens of dollars) of dollars on minutes, data, texts, and service time only to find most of it suddently gone w/o just cause?  It is past the time-frame to do a credit card dispute. Really, this appears to be fraud or at least some kind of abuse of customer payment and so contract. 

--
Sam Schaperow
PsychologyCT.com

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#1 Consumer Comment

Forget About It

AUTHOR: Perry Mason - (United States)

POSTED: Saturday, May 26, 2018

 First off, remember...nobody wants to read another version of War and Peace! Keep your complaint short and to the point. Beyond that, move forward with your life and find another company! Trac Fone/Net 10 have the absolute worst customer service of ANY company in the world! They will NOT help you...they could care less about you. If you are interested in prepaid service, most of the major companies now offer this. You are NOT going to win this. They don't care about you. They have the absolute worst customer service in the history of business.

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