Loyalty Reward Points disappeared

[PaulCrawhorne]

I took them up on 10,000 points incentive, activated a new line their new number on an HSN bundle phone.

Look at My Account now 65 days later, no indication, not even pending

Last time I dealt with this spent hours, callbacks transferred 6+ times.

Suggestions on reching the right group from the start?

Business hours Monday?

Any other tips?

[tomseys]

I took them up on 10,000 points incentive, activated a new line their new number on an HSN bundle phone.

Look at My Account now 65 days later, no indication, not even pending

Last time I dealt with this spent hours, callbacks transferred 6+ times.

Suggestions on reching the right group from the start?

Business hours Monday?

Any other tips?

Certain account events can make your pending AAL points vanish including removing or deactivating any line in the account. I'm assuming that your account initially showed the 10,000 pending AAL points but then on the 61st day instead of vesting and becoming available they disappeared.

You can try a chat and asked to be referred to the loyalty rewards department for a call back. Someone may call back who identifies as from the loyalty rewards department.

You can also call the Tracfone corporate office and ask to be referred to the loyalty rewards department (they may say no such dept exists) and see if they can fix it. The corp office rep may then help you or they may transfer you to the VAS team which handles most TF issues including loyalty rewards.

305 640-2000 x 1029
800 626-4883 x 3324

They are open 8 am - 11:45 pm est 7 days a week (ignore closed message and enter ext when prompted).

Might be best to wait till tomorrow morning to call in. They usually answer quick.

If you try these options and they are of no help, you can file an FCC complaint. At least one member here had recent success with this.

See here:

https://www.howardforums.com/showthr...2#post17229822

https://www.howardforums.com/showthr...6#post17230326

I had an unrelated issue to resolve with the TF corp office that failed on first attempt and on second attempt I mentioned that I was considering filing an FCC complaint in a non-aggressive way and I don't know if it had any helpful effect for sure but my problem was fixed.

[tomseys]

There is also this number: 1-888-251-8169 Pin # 1120 - which I believe leads to the Tracfone FCC complaint department.

Don't know if it would be any help before posting an actual FCC complaint but it's there.

[medontknow]

FCC complaints no longer work with TracFone and for that matter if you have a unlocked device not being used and you use it as Wi-Fi device, they will persistently twice a day notify you to get with them to activate your device and if you don't they will continually use the cameras to video and take pictures of your surroundings and especially eavesdrop with a microphone! People that are still using these devices on Wi-Fi need to realize that this is happening TracFone is doing it!
The reason I know they're doing it as that particular times during the day when it is stressful at my home that is when they notify me of activating the device! I also track them of they're doing and have documented and recorded it!

[arny56]

I’m not really sure what you’re talking about, but if you’re concerned Tracfone is using your phone you can prevent that by removing the sim card.

[Senkoboy]

I’m not really sure what you’re talking about, but if you’re concerned Tracfone is using your phone you can prevent that by removing the sim card.

Troll, he doesn't know what he is talking about either.

[PaulCrawhorne]

I’m not really sure what you’re talking about, but if you’re concerned Tracfone is using your phone you can prevent that by removing the sim card.

Really wtf?

When in doubt just don't post please.

[PaulCrawhorne]

I'm assuming that your account initially showed the 10,000 pending AAL points but then on the 61st day instead of vesting and becoming available they disappeared.

Wow, just wow. thanks for such a helpful and detailed response!!

TBH I haven't had any reason to open My Account and can't recall if it ever even posted.

So I have no "evidence" other than the email they sent, and the fact I activated the new line before the promotion ending date specified.

Does that imply any strategy change?

[hpham]

I took them up on 10,000 points incentive, activated a new line their new number on an HSN bundle phone.

Look at My Account now 65 days later, no indication, not even pending

Were the 10K points ever shown as "pending" in your account after you activated the new line? If yes, how many other lines were in the same account when you activated the new line? Were ALL of them still active on the 61st day of the new line's activation?

[tomseys]

Wow, just wow. thanks for such a helpful and detailed response!!

TBH I haven't had any reason to open My Account and can't recall if it ever even posted.

So I have no "evidence" other than the email they sent, and the fact I activated the new line before the promotion ending date specified.

Does that imply any strategy change?

Well, I still think trying the corporate office is a good idea. They may point out something that happened with the account that is against the AAL promo terms like if another existing line in the account was deactivated or moved out. And deny it based on this.

The rules state that: Existing line(s) and new line(s) must be active for pending points to become available. Your existing lines must remain active.

If you did nothing with this account and it only had the one add-a-line in it that should vest on day 61 it's possible that it just wasn't added properly as an add-a-line eligible for the 10k from the getgo. Not your fault. Did you activate the line via chat or website? Both can goof it up sometimes.

But as long as the terms are met imo you are owed the 10k points so I think you should try the corporate office and see how it goes.
It can be tough trying to get points restored so you have to be a little determined about it.

[PaulCrawhorne]

I saw nothing about other lines in the group affecting the new line's points eligibility.

Is that a real documented thing, or just an excuse for denying points?

AAL?

[tomseys]

I saw nothing about other lines in the group affecting the new line's points eligibility.

Is that a real documented thing, or just an excuse for denying points?

AAL?

AAL is Add-A-Line.

Yes you can find the AAL terms and rules here (when logged in):

https://rewards.tracfone.com/add-line

Some important ones with some repetition:

* Awarded points will take 60 days to process. Existing line(s) and new line(s) must be active for pending points to become available.

* This offer is only valid for the activation of a new line. An existing cell number can be transferred from another company during activation, or a new cell number will be provided. Not valid for upgrades. Your existing lines must remain active.

*Member must activate a new line and add it to their account within 30 days of activation. For points to become available to use, the new line must remain active for 60 days after adding it to the account.

[hpham]

I saw nothing about other lines in the group affecting the new line's points eligibility.

Is that a real documented thing, or just an excuse for denying points?

It's a poorly documented rule that had snagged quite a few people, myself included back in March. The rule basically says "The number of active line (including the new line(s)) at activation must be the same or less than the number of active lines on the 61st day from activation".

[tomseys]

The rules are somewhat unclear and strange. It also states for example that you must activate the new line and add it to your account within 30 days of activation.

Because of this I always ask the chat rep to activate the phone and add it to my account as a new line. Or activate the phone as a new liine and add it to my account.

In truth though it seems you must add it to your account after you activate it.. no 30 days about it.

And besides that, it's been found out by the members that you can ask the rep to add the phone to your account first (without activating) and the AAL points will then pend right after (allowing you to check that it did pend), and then after or later you can activate it.

It's the usual Tracfone confusion/weirdness.

But anyway, people have been denied points because of moving existing lines and deactivations etc in an account with a pending AAL.

[medontknow]

I know what I talk about and those harassing me has been reported.