Complaint Review: Tracfone - Miami florida
Tracfone removed data, texts, and minutes I had paid for Miami florida
*Author of original report: Here's the result of using the chat you recommended:
*UPDATE Employee: Tracfone removed data, texts, and minutes I had paid for Miami florida
*Author of original report: You make good points.
*Consumer Comment: Forget About It
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.
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.
5/25/18, sent during the day:
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
365 SERVICE DAYS
AIRTIME FOR YOUR PHONE:
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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