I have been a Tracfone customer for several years. I activated a new phone on ******* t...

GetHuman-wllsfeat's customer service issue with Tracfone from September 2020

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Help with my Tracfone issue
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The issue in GetHuman-wllsfeat's own words
I have been a Tracfone customer for several years. I activated a new phone on ******* that came with *,*** data, text and talk minutes. My carryover balance on my old phone at the time of transfer was *.*g data, *** text and *** talk minutes. The combined balance should have been *.*g data, *,*** text and *,*** talk minutes. Everything transferred over, except my phone number did not portal over. I initiated a chat via my Tracfone account on ******* and after trying a few thing, the young man had me remove the sim card from my old phone and set it aside. Then he had me take the sim card out of my new phone and put it in the old phone. I started the old phone and he formatted the sim card then had me put it back in my new phone. At that point, he wanted me to reset my new phone to the factory settings. I said no, since he also had me reset the old phone to factory settings and I did not want to lose all of my contacts, apps, photos, etc. So then I went to Walmart, even though I have been sheltering at home due to COVID** (as I am ** years old and at risk) and a young gentleman there was able to portal my phone number to the new phone in about ** minutes. Then I had * minutes on my sim card so I had to buy a ** day unlimited card and my phone worked. Then on ******* my service was shut off. I called ****** twice. The first call was ** minutes and they asked me to call back later as they were unable to reach anyone to take care of the problem. The second call was ** minutes and all he was able to do was add *** minutes of talk to my phone. Then I received a text and pressed * for someone to call. During this call, I explained all of the above and he told me the only thing he could do was give me the *,*** data, text, talk minutes that came with the new phone. When I asked about all of my carry over balance from the old phone, he told me I could take it or leave it. After everything I had been through, I felt I had no choice but to take it. When I checked my balance, I had less than *,*** data, text and talk minutes. The current expiration date for my phone is *********. I feel I have no other recourse as an elderly American citizen than to file this complaint. I don't care to be on another ** minute call or chat, I would just like someone to credit me with what I already paid for. My phone number is (***) ***-****. I may not continue to be a Tracfone customer (or continue to refer other people which I have done a lot of) depending on your response. Thank you for your time and consideration with this matter.

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Customer service issue
Reported by GetHuman-wllsfeat
Sep 30th, 2020 - 2 years ago
Not resolved
Seen by 15 customers so far
Similar issue to 1310 others
0 customers following this


GetHuman-wllsfeat started working on this issue
Sep 30th, 2020 11:25pm

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