Frustrating Tracfone story

**jerdonald** · 08-09-2012, 07:26 PM

Tracfone forum,

Three weeks ago after I charged my DMFL Tracfone it seemed
to be dead. I called Tracfone and tried all their
suggestions but when nothing worked they sent me a new
one. Just as the replacement arrived I realized that
my original phone was just off and not dead. On this
particular phone you have to hold down the power on
button a long time . I returned the replacement immediately.
My bad.

Today I tried to purchase an airtime card from Tracfone
and at checkout was told my phone number was illegal.
Of course I called Tracfone and they told me my phone was
listed as being out of service with no Minutes or Service
Days. I explained that I was calling them on that very
phone, which had 102 Minutes and 320 Service Days, but
they wouldn't budge. Their solution was for me to go to
a store and buy an airtime card and call back to get it
activated. I had them make sure my phone number would
remained assigned to my phone.

After I hung up I sent an email to the address on the
Tracfone site explaining the situation hoping for a
different answer but then decided to go to Wallmart
and buy an airtime card anyway.

I called to activate the phone and had to go over the whole
story again. After entering several new code numbers for
activation the tech said the system had automatically given
me a new phone number. I explained that my number was
reserved for this phone and we had to go through the entire
activation procedure again.

Upon completion I had the correct phone number but the
airtime wasn't doubled and I had lost my remaining 102
minutes. I got the airtime doubled but the tech said
there was nothing he could do about it since their
records indicated my phone didn't have any Minutes
or Service Days. Of course I protested and was told a
supervisor would call me later but she couldn't do anything
either. This whole activation process took 2 1/2 hours.

About 15 minutes later my phone rang and I expected it
to be the supervisor but it was someone following up on
my email. As I started to explained the situation I
asked if this call was using my airtime. She said yes
and I said "but this is an incoming call". I gave her
my wife's cell phone number and asked her to call back.
She did and said she would restore the 10 airtime minutes
charged to my phone. I told her my story and she typed
for a while and like magic all my airtime was restored.

I guess the moral here is send an email if you want
someone who can actually fix all your problems.

This all happened about 6 hours ago. No call from the
supervisor yet?

Sorry this post is so long but I feel better now.

jerryd

**annepani** · 08-09-2012, 07:31 PM

Originally Posted by jerdonald

Tracfone forum,

I guess the moral here is send an email if you want someone who can actually fix all your problems. This all happened about 6 hours ago. No call from the supervisor yet? jerryd

Which email address did you use?

**jerdonald** · 08-09-2012, 07:50 PM

annepani,
Go to http://www.tracfone.com/ and click on contact.

jerryd

**Lisme** · 08-09-2012, 08:08 PM

Yes, what is that magical email address? We're lost now that Elston isn't there anymore, apparently. I'm sure you got called back by the high-level CS. They are the only ones who can actually understand what you are talking about. And, their computers have the ability to see the state of affairs and fix it. Not to mention the authority to make decisions.

Don't bother with regular CS. They are how things get worse. When you have a complicated situation, you have to call 305-715-6500, the highest CS. I think that's who called you back. The lower CS simply doesn't do this.