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Thread: Tracfone lost all my data!

  1. #31
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    Quote Originally Posted by cv91913 View Post
    Maybe the issue is filtering down to the chat force and they have the tools to fix the problem.
    TF reps always had the ability to add to a bucket, with appropriate documenting in their contact log. But they seem to be aware of the problem and didn't try to blame the balance reduction on the customer's usage. It didn't take any arguing at all in my case for the rep to agree to add back the amount that I said I had.

  2. #32
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    Quote Originally Posted by hpham View Post
    TF reps always had the ability to add to a bucket, with appropriate documenting in their contact log. But they seem to be aware of the problem and didn't try to blame the balance reduction on the customer's usage. It didn't take any arguing at all in my case for the rep to agree to add back the amount that I said I had.
    I am beginning to think that there may be different levels of chat. This issue is the first time I have gotten to chat using the MyAccount app. The person I was dealing with kept saying that they had limited tools. In the past I have always used the website to access chat and they always seemed to have the tools to make balance edits and resolve most issues. There was also no mechanism to send an email of the transcript and copy and paste did not work. The only thing I could do was screenshots.

  3. #33
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    Quote Originally Posted by cv91913 View Post
    There was also no mechanism to send an email of the transcript and copy and paste did not work. The only thing I could do was screenshots.
    There never was a way to send attachments (like screen shots) to the support group, unless you had someone's email address. Not going to work in chat, except pasting saved text into a live chat window. Not a good idea to attempt this on a phone.

  4. #34
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    Quote Originally Posted by cv91913 View Post
    This issue is the first time I have gotten to chat using the MyAccount app.
    Myself, I wouldn't want to do Chat using the MyAccount app on the phone. "Typing" on the little virtual keyboard is no fun.

  5. #35
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    Quote Originally Posted by hpham View Post
    Myself, I wouldn't want to do Chat using the MyAccount app on the phone. "Typing" on the little virtual keyboard is no fun.
    Many have "mobile mania" and want to do everything on their phones. I only type on the phone when absolutely necessary, and then often with a stylus. Hardly ever send text messages from the phone, but use the "Messages for web" feature of Google Messages. Allows me to use the computer to sync with the phone messaging system. When out I use voice input as much as possible.

  6. #36
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    Quote Originally Posted by loboheeler View Post
    There never was a way to send attachments (like screen shots) to the support group, unless you had someone's email address. Not going to work in chat, except pasting saved text into a live chat window. Not a good idea to attempt this on a phone.
    Yup, I know. I was referring to the only way I would have a record was to take a screenshot. I asked for a ticket number and a screenshot was the only way to save it. Other than pencil and paper

  7. #37
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    I chatted again... cut and pasted a couple of lines from hpham's transcript (Thanks!) Was also sure to ask for a ticket number . The rep was helpful unlike my chat yesterday but could not get it fixed so he scheduled a call back from "network specialist" who eventually got my 3gigs back. It took about ten minutes after the call for it to show up in my account. Good luck to everyone.

  8. #38
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    Quote Originally Posted by hpham View Post
    Myself, I wouldn't want to do Chat using the MyAccount app on the phone. "Typing" on the little virtual keyboard is no fun.
    Was not a big deal. Had already typed out the question and just pasted it into the first text box. After that, not much typing. Like I said, I generally do this on the web either on my PC or tablet. Even then I know what they are going to ask and have everything in a text file that I just copy/paste. I seldom even turn on my PC anymore though. I have a 10.5" S4 tablet with a keyboard so I do pretty much everything except Video editing on the tablet.

  9. #39
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    I asked for, or maybe I should say demanded, 3.3Gb. Got 3.7GB.
    Close enough for Carlos work, and in my favor.

  10. #40
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    Hey everyone.

    Same thing just happened to me. I couldn't connect to the internet via Mobile. I checked my remaining data and it was suddenly 0. Last I remembered, I still have over 2gb left and I don't use my phone much on mobile data.

    I'll get in touch with Tracfone CR.

    Edit:
    TF won't restore my data. I don't have screenshot or any docs to prove how much data I have remaining, but I'm confident I still have 2-3gb left because I'm mostly on Wi-Fi.
    Last edited by beev_; 02-10-2020 at 11:14 PM.

  11. #41
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    All my data is gone on 2 accounts. I had 8 to 10 gb on those accounts

  12. #42
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    I can't believe my tale of Tracfone Chat woe. I expect more experienced Tracfone users will recognize this but it is a shock to me.

    Sat: I had over 8GB

    Sat pm: Data goes to zero.

    Sat night: Chat agrees to restore 5.86GB.

    Sun am: Actual balance shows 3.9GB. No explanation for the 1.9GB discrepancy.

    Mon pm: Chat agrees to add the missing 1.9GB and confirms in the chat a data balance of 5.9GB.

    Mon night: Actual balance shows as 1.9GB. Apparently they replaced my balance rather than adding to it.

    Mon night: Chat can't help. Somebody will call in 15 minutes. No call.

    Tue am. Chat says they can't see any past chats even though I have the ticket numbers. They call a "fraud specialist" (my guess is that they are trying to intimidate me by implying I committed fraud). Fraud specialist says "tough luck" because I used some data. My phone reports a total of 21MB used in the past four days. I insist on some escalation but all I get is a note in the record.

  13. #43
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    Quote Originally Posted by CAL7 View Post
    I insist on some escalation but all I get is a note in the record.
    If you have screenshots of recent Data balances and the chat transcripts, open a complaint with the FCC and Miami BBB. They will rattle TF's cage and someone higher up at TF will get in touch with you. Other forum members who had done that can provide you with the links and any tips.

  14. #44
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    Went to bed last night with 8.3GB, woke up this morning to 7.34MB. Took three chat agents to get the issue escalated. Supposedly should be resolved in the next 24 hours, but I'm not holding my breath (not that I could for that long anyway). Same TracFone on T-Mobil scenario.

  15. #45
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    chatted with rep. they said each phone lost 12GB. said they could only restore 5GB each day. I checked my phone it shows they added 4.88GB to each phone today. they're going to add more tomorrow (5GB). it took over a hour on chat. this really sucks. Tracfone on T-mobil

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