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

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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 ***************.

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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


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

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