TF de-activated my line claiming it's a Safelink account

[ChristInMe]

One of my lines, with service end date in April 2024 and 8K minutes, 8K text and 9GB data, was de-activated yesterday. A chat agent told me that the line is a Safelink account and that it was de-activated because they couldn't renew the line due to a credit card problem. I told him that the line was activated last August on a regular account and that it has never been on Safelink! He scheduled a call-back with a higher authority. The call-back never came.
I then called the 800 customer service line. The CSR repeated the same message as the chat agent. He transferred the call to the Safelink team at the Miami HQ. The supervisor who answered the call again repeated the same wrong info, and asked me to provide the last 4 digits of my SSN before she could proceed further. After arguing with her about the line not being on a Safelink account and so there is no SSN on file, she simply hung up on me!

I can still text USAGE to 611611 and see all the balances on the de-activated line.

[medontknow]

I hope TracFone straightens it out for you! Is BBB complaint coming next?
Countless amounts of TracFone companies have been done wrong and remember TracFone motto, "the customer is in control," NOT!
Last time I called 3 straight TracFone reps, every rep hung up on me and didn't help me!

Everyone needs to document TracFone's not helping their customers where Verizon sees how it better start giving correct customer service support not the customer having to do the TracFone customer support's job for them.

When will TracFone give uninterrupted service to it's customers?

[medontknow]

Countless amounts of TracFone companies have been done it's customers wrong.

[eohippus]

I have two active TF lines (stocked up mostly from redeeming rewards points) and a Safelink Lifeline phone (I use this one mostly because I get 4.5GB of data per month). I don't trust TF not to suddenly deactivate any lines now. I use a Google Voice number so I'm not attached to any certain cell phone number any more. My phones are unlocked if I need to take them to another service.

[medontknow]

I use a Google Voice number so I'm not attached to any certain cell phone number any more. My phones are unlocked if I need to take them to another service.

You use Google Voice with your SafeLink data? How much data does a 50 minute call use?

[Boz1]

You use Google Voice with your SafeLink data? How much data does a 50 minute call use?

Google Voice calls use about 0.2 MB of data per minute. See: https://support.google.com/voice/ans...obile%20number.

[eohippus]

You use Google Voice with your SafeLink data? How much data does a 50 minute call use?

I make very few phone calls, and they are usually brief. If I need to make a longer call it's at home on wifi. (I have free Spectrum internet with ACP.)

[medontknow]

I make very few phone calls, and they are usually brief. If I need to make a longer call it's at home on wifi. (I have free Spectrum internet with ACP.)

Thanks Boz1. Do you call using Google voice or app like Textnow over your home Internet?

[sillyette]

Thanks Boz1. Do you call using Google voice or app like Textnow over your home Internet?

With GoogleVoice, you can use your carrier minutes to make calls too, instead of using data.
So, if you have a carrier plan that gives unlimited calling for example, you can use GoogleVoice very nicely by setting it up to use your carrier minutes. That way, you don't use data at all for calls.

[eohippus]

I have two active TF lines (stocked up mostly from redeeming rewards points) and a Safelink Lifeline phone (I use this one mostly because I get 4.5GB of data per month). I don't trust TF not to suddenly deactivate any lines now. I use a Google Voice number so I'm not attached to any certain cell phone number any more. My phones are unlocked if I need to take them to another service.

I just discovered a spare Tracfone of mine was recently deactivated for no reason. It's a Tracfone branded (now unlocked) iphone SE 2020. It was previously on a Safelink Lifeline service, but that number was transferred away months ago and the phone now has a different number with a fairly high balance and end date in Jan 2026. I had last sent a text on Nov 7 so it had been used recently. Waiting for a callback from customer service. If they don't help out much I will go to BBB next.

[eohippus]

One of my lines, with service end date in April 2024 and 8K minutes, 8K text and 9GB data, was de-activated yesterday. A chat agent told me that the line is a Safelink account and that it was de-activated because they couldn't renew the line due to a credit card problem. I told him that the line was activated last August on a regular account and that it has never been on Safelink! He scheduled a call-back with a higher authority. The call-back never came.
I then called the 800 customer service line. The CSR repeated the same message as the chat agent. He transferred the call to the Safelink team at the Miami HQ. The supervisor who answered the call again repeated the same wrong info, and asked me to provide the last 4 digits of my SSN before she could proceed further. After arguing with her about the line not being on a Safelink account and so there is no SSN on file, she simply hung up on me!

I can still text USAGE to 611611 and see all the balances on the de-activated line.

Did you ever get this resolved?

[eohippus]

I just discovered a spare Tracfone of mine was recently deactivated for no reason. It's a Tracfone branded (now unlocked) iphone SE 2020. It was previously on a Safelink Lifeline service, but that number was transferred away months ago and the phone now has a different number with a fairly high balance and end date in Jan 2026. I had last sent a text on Nov 7 so it had been used recently. Waiting for a callback from customer service. If they don't help out much I will go to BBB next.

Maybe my phone was deactivated because I didn't use it in 6 months? But I did have some use: On Nov 7 I sent a text to a 5 digit text code, are they different than regular phone numbers? I have used some data recently but I cannot find in the settings exact data usage like I can on an Android phone, but according to my 611611 balances I did use about 25mb of data since Oct 29.

TF terms of service say that I can reactivate with a service card within 60 days of deactivation and still retain my balances, has anyone done this successfully?

Even though it has/had high balance, 8,000 on each bucket, (from past combining balances and redeeming rewards points) it was just a spare line that I didn't know what else to do with. I guess I could take a chance and reactivate with a $10 card and see what happens.