I have been a TracFone user for well over ** years, but at the moment I am quite frustr...

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

Help with my Tracfone issue
First: share to improve GetHuman-vaadhall's odds
Strength in numbers! Companies respond better when others are watching.
Before contacting them, items GetHuman-vaadhall may need:
Account holder name, Serial number of phone, Phone number, Email address, Billing address, and Date of Birth
The issue in GetHuman-vaadhall's own words
I have been a TracFone user for well over ** years, but at the moment I am quite frustrated over the story of a Tracfone upgrade gone awry. Somehow, our Minutes, Tests, and Data have not transferred to the newer phone. We have been robbed of most of our texts and data, and some of our minutes in the transfer from one Tracfone to the next. Read carefully, and make whatever adjustments are necessary so that we have not lost out on this transfer. From your website I gleaned that my wife's first TracFone Smart phone was activated:***-**-*****Activation*************of TracFone LG Premier (LGL**VL) IMEI **************** to phone number (***) ***-******Things went along pretty smoothly until my wife tried to upgrade the phone she was using about *********. A little background to set the stage:**As I usually do, I checked balances both before and after I redeem a card to extend service with the following statistics:***-**-**** about *:** AM Balances checked online**end date **-**-****, *,*** Minutes, **,*** texts, *.** GB data***-**-*****Redemption*********** ** day, ** minute TracFone Card *****************with Triple Minutes applied added ** Days, *** minutes, *** texts, and *** MB data***-**-**** about *:** AM Balances checked online**end date **-**-****, *,*** Minutes, **,*** texts, *.** GB data**After getting several notices that her phone was nearing the point where service might not be available for its technology, she ordered a newer phone from your website, and tried to transfer service to it.***-**-*****Attempted transfer of service ***from TracFone LG Premier (LGL**VL) IMEI **************** *** to TracFone LG Premier Pro LTE (LML***VL) IMEI *****************My wife was on phone support for an hour or two the next day trying to get the newer phone to send and receive calls and texts. We ended up having to remove and reinstall the SIM card among other things at the instruction from a phone support person. A few days later, she installed the Tracfone "My Account" app, and was shocked at what it said our balances were. They said something close to ***** Minutes, * texts, and *.** MB Data**which was *,*** minutes short, **,*** texts short, and almost all of the data gone**Then we spent several hours talking to various ones on phone support, handed off to supervisors, etc., supposedly got most of our phone minutes back, but I checked the account this morning, with the following results:**-**-******************** (***) ***-*****Service End Date: ***********Balance Summary updated ********** **:** PM**.** MB DATA Remaining***** MINUTES REMAINIG**** TEXTS REMAINING**There were ** phone calls made with the old phone before the transfer according to the call log, and * on the new phone between the "transfer" and the data check this morning.**There were approximately *** texts made with the old phone before the transfer according to the text log, and *** on the new phone between the "transfer" and the data check this morning.**Please explain to me why our balances should not look more like the following:**.** MB DATA REMAINING**,*** MINUTES REMAINING***,*** TEXTS REMAINING**I notice that it still has the old IMEI * of *************** associated with phone* (***) ***-**** account, and does not indicate anywhere near the balances that we had a few days before the attempted transfer to the new phone - TracFone LG Premier Pro LTE (LML***VL) IMEI ***************.

GetHuman-vaadhall did not yet indicate what Tracfone should do to make this right.

How GetHuman-vaadhall fixed the problem

We are waiting for GetHuman-vaadhall to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get Tracfone's attention and get better help faster. Tap below to get started.
Help from Real People?
If our free tools aren't enough, we partner with a US-based company with live tech support experts available 24/7. Take advantage of a $1 one-week trial membership and chat with an expert now.
Chat with a Live Expert
Having Tracfone issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid

Tracfone

Customer service issue
Reported by GetHuman-vaadhall
Sep 28th, 2020 - 2 years ago
Not resolved
Seen by 20 customers so far
Similar issue to 1304 others
0 customers following this

Timeline

GetHuman-vaadhall started working on this issue
Sep 28th, 2020 9:46pm
GetHuman-vaadhall indicated the issue is not fixed yet.
Sep 30th, 2020 1:47am

Paying Too Much for TV?

We created a free, impartial concierge you can speak to right now that can compare TV, cable, phone, and Internet deals in your area. Are you already getting the best deal? Call now and talk to a real, live person who can tell you what promotions you are missing out on.

Call Free Anytime: 888-379-2546Our service is unaffiliated and thus can compare plans across many providers