I have had my same cell phone number for over ** years. I originally got it with ATT...

GetHuman3959724's customer service issue with Straight Talk from November 2019

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The issue in GetHuman3959724's own words
I have had my same cell phone number for over ** years. I originally got it with ATT, transferred to Verizon, and finally (currently) on prepaid. I've gone through the steps each time to have the number released, and all that good stuff. I had to escape a DV situation, broken phone inclusive. While in the dv shelter, I attempted moving my sim card to another phone or two* one was donated and ended up being still connected to an unknown cloud account, the other wouldn't work bc it was a 'straight talk' phone, which was apparently incompatible with my TracFone*safelink service. My options (as per the nearly countless folks and finally manager I talked to at TracFone were to either: (a) attempt to use the incompatible (I had received a new 'transferring' sim card, and then another) phone, with a different *, and with which they could not guarantee their service working, or (b) if keeping my * was THE most important to me (even above having a working phone), then they would just keep my phone service active on the old (broken: I could feel it vibrate, etc. but couldn't see the screen to take calls, etc.) phone, until I was able to get a new phone. I was told that ***% the only thing I had to do was pull the sim card out of the old and place into the new, if I got the same 'kind' of phone. Otherwise (& this part not a big deal) I may have to wait a day or two for a new sim card to come, call them and transfer my service**, etc. to the new phone. *I chose 'b.' I receive some free minutes through the gov't phone every month, and understood that they would be 'ticking away.' Again, no big deal considering. I emphasized that I did not know when I would be able to get a new phone* that my priority atm was getting safe*finding a new place for my * kids and myself. I told this csr that it may be November b* I get a new phone* when I knew funds would likely come in part. All good. He assured me that all was fine, and to just try moving the sim card when I got a new phone, and if that didn't work, to call and they'd send me a sim. I was to do my best to try to purchase a phone that was compatible with TracFone (ie was unlocked, but would work on Verizon towers).*I did as I was told. Purchased a still expensive, but used phone yesterday. Popped the sim card in, and attempted to set up. Being an iPhone, and that I have verification set up (necessary for dv survivors and anyone imho), apple texted my *, the * that should have now been on the new phone. I called Apple, and they said it should actually just recognize the sim***device as one, and 'accept' it. Apple helped me discover that the number on this sim is actually no longer my *. Not my original *** year one, anyway. *Upon calling TracFone (multiple, people and supposed managers, and then also supposedly forwarded to their 'corporate'), I have been told that my number was deactivated on *****. For gawd knows what reason. They have informed that it is irretrievable* that they even contacted Verizon. They are saying this number no longer exists, and I have to accept this new *. They said that they are in control of deleting this number, but not in retrieving, and that there is no one above them* ie no one that CAN retrieve it... no govt agency in charge of numbers, nothing, no one, nada. I tried calling my 'old *... (aka MY number), and I get a recording saying this * is not in service. I am beyond livid and this is NOT anything that I need nor can deal with right now. It is the only method my children can find me, and I have no way of giving them another number. I won't say that they are kidnapped, but nearly... and I cannot contact them. They absolutely have to be able to reach me at any point, and the last time I saw them - I confirmed to them that they would be able to on this *, as soon as I left the dv place. Because of ongoing (serious) safety issues, through the years I have painstakingly set up account by account to be only verified by and*or through my phone *. Apple is just the beginning, and they can retrieve nothing of mine, w*o my *. I simply do not have the time nor energy nor fortitude for this. I did my part. I confirmed, validated, went without, etc. on my end. The issues I have had with TracFone*safelink (before this) are absolutely NOT issues that any normal everyday person should have to deal with, in normal everyday circumstances. But now THIS?!? I HAVE to find a solution somehow, somewhere. SOMEONE HAS to be able to get me my phone *. If I have to transfer phone service to another company or something, and deal with the rest later, I will - if that is how I get my * 'back.' Maybe they are just not telling me this. I don't know. Whatever the case, and however the steps, could you PLEASE, please tell me what they are? And as soon as you possibly can? Before my * really is 'out there' for someone else to scoop up? There has to be SOMEONE that knows... right?! Please?

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Straight Talk

Customer service issue
Reported by GetHuman3959724
Nov 19th, 2019 - 2 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 11299 others
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Timeline

GetHuman3959724 started working on this issue
Nov 19th, 2019 12:21am
GetHuman3959724 indicated the issue is not fixed yet.
Nov 19th, 2019 5:40am