Help with missing 10k points, Tracfone couldn't find my activation date, and they misinformed FCC

[everForum]

Dear all, I have been struggling with TracFone's lies and need your help with my account issue.

On Sept 27, 2022, I activated a line with a 1-year prepaid plan on TracFone and added it to my account (a 7-year old account). At that time, there was a promotion of 10k points upon activation. After activation, I was told the 10k points would be credited two months after the activation by a rep on online chat. Because this line was for backup use and leave it in my car, so I didn't pay much attention to it. Earlier this year, I noticed that the points were not credited, so I contacted them multiple times, but they always found excuses not to credit the points. Then, I had to report the issue to FCC. A TracFone representative contacted me. Initially, she was unable to do anything because the activation date was not in their system. The next time I contacted her, she said the activation date was on March 3, 2022, so she wouldn't be able to credit the points.

The fact is, the line activated on March 3 was totally a different line with a 60-day plan, which had already expired and was discarded. The currently active line on my account shows expiration date of Sept 27, 2023. TracFone mistook the two lines, and sent a letter to FCC this morning saying their investigation shows my line that was missing reward points was not activated on Sept 22 but on March 3, so they would not credit any points. And they insist although I don't agree with their finding, they would soon close the case anyway.

Do you have any suggestions on how to fix this issue? Thank you very much in advance!

[tomseys]

There's a Tracfone FCC complaint department number which is 888 251-8169 PIN # 1120.

I don't know if you have tried that number before. It's usually given after a complaint has been addressed.

Someone just used it to get an issue fixed without having filed an FCC complaint to begin with. Might be worth a call.


AAL points are always normally credited immediately to an account as pending points which vest and become available in 2 months (61 days).

AAL bonus points were recently reduced to 500 points but your AAL is from an earlier time.

[everForum]

There's a Tracfone FCC complaint department number which is 888 251-8169 PIN # 1120.

I don't know if you have tried that number before. It's usually given after a complaint has been addressed.

Someone just used it to get an issue fixed without having filed an FCC complaint to begin with. Might be worth a call.

Yes, I did. I contacted them multiple times before filed a complaint to FCC. It was exactly the same phone number and PIN # that I called to. They told me they couldn't find my activation record, so they wouldn't do anything about it.

[tomseys]

Yes, I did. I contacted them multiple times before filed a complaint to FCC. It was exactly the same phone number and PIN # that I called to. They told me they couldn't find my activation record, so they wouldn't do anything about it.

The Activation date and Order ID number is not listed in the online account on the website (laptop/browser) in manage lines/transactions?

Use the filter.

[everForum]

No activation date on both 09/27 and 03/03. I just called TracFone again and a gentlemen said there was no activation information on that line. Super strange.

[PaulCrawhorne]

Have you no timestamped screenshots?

BTW is using "PIN" rather than "extension #" a thing these days in America?

I've always just written it

888 251-8169 x1120

[everForum]

Have you no timestamped screenshots?

BTW is using "PIN" rather than "extension #" a thing these days in America?

I've always just written it

888 251-8169 x1120

I have a screen capture of the promotion ad that I took the day of the activation, but nothing else.

Emails from Tracfone FCC assist:

Have you no timestamped screenshots?

If you have any further questions or concerns, please contact us via
chat or by calling one of our customer care representatives at
1-888-251-8169 enter PIN 1900.

[tomseys]

Have you no timestamped screenshots?

BTW is using "PIN" rather than "extension #" a thing these days in America?

I've always just written it

888 251-8169 x1120

They call it a PIN.

[PaulCrawhorne]

"They", meaning TF CS staff?

[tomseys]

Were you sent an email with activation maybe you still have it. I don't think it has order number on it.

[tomseys]

"They", meaning TF CS staff?

Call the number.

[everForum]

TracFone rep just promoted me to open another FCC case, but I am very reluctantly to do so because it takes so much time to explain all that happened again, not worth the effort. If they can't fix it this time, I am going to give up.

[everForum]

Were you sent an email with activation maybe you still have it. I don't think it has order number on it.

No order number that I can find. I never even received an activation email.

[Serial Port]

TracFone rep just promoted me to open another FCC case, but I am very reluctantly to do so because it takes so much time to explain all that happened again, not worth the effort. If they can't fix it this time, I am going to give up.

If the rep suggested that, then it means that he/she has done the most that they can, and it must be pushed to the next level/group to resolve it. You have to fight for it sometimes. Your choice and I wish you the best in your endeavor.

[everForum]

If the rep suggested that, then it means that he/she has done the most that they can, and it must be pushed to the next level/group to resolve it. You have to fight for it sometimes. Your choice and I wish you the best in your endeavor.

Thank you. After those frustrations, I think better for me to forget about this non-sense, go outside and enjoy sunshine, and then port out my numbers from TracFone before they expire.