We have gotten nothing but the runaround from TracFone. They are not a dependable company.
In early December we decided to change our landline to a cell phone. The middle of December we called TracFone and asked if that was possible. We were told by the technician that it is possible and would take from 7 to 10 days. Based on this information, we purchased a TracFone from Walmart on December 20 and the sales clerk contacted TracFone and has them start the transfer. We wanted to purchase minutes, but were told to hold off until the phone had been ported. We were told that our landline would be cut off, but we could call out, but not receive calls.
About Dec 27 our landline went dead, totally.
I called TracFone on December 28, and asked about the status of the transfer. I was told that the TracFone in our possession had the wrong SIM card and needed a different one. The technician issued a ticket # and told me that he immediately would FedEX a different SIM card to us.
As soon as we installed the new SIM, there would be no problem completing the transfer. We received the new SIM with a letter the following day, 12/30. It was mailed 12/29. I took it to Walmart to have their clerk install it. The TracFone did not work and when she called the technician, she was told it would take from 24 to 48 hours.
The TracFone did not work 48 hours later. Again we contacted TracFone via Wal-Mart's clerk who was repeatedly placed on hold, for over an hour without success. That was the second or third of January. I contacted TracFone on the Internet, entered the ticket number, and the response was The transfer of your ported number has been completed. Please proceed to programming your TracFone. At that time I registered our information with TracFone. We spent an additional several hours trying to get TracFone to activate our new phone without results. We spoke with several of their agents who each time told us that the phone would work as soon as they got done. It didn't.
At one point we were told that the phone did not work because we had not installed any minutes. As we had been told to wait, we hadn't, but now we purchased 120 minutes, which were supposed to be doubled. Now we found that we could call out on this phone, but when someone called in, there was this message: At the subscriber's request, this phone does not accept incoming calls. Xxxxx. We have not been able to receive any calls.
Finally I wrote a somewhat irate email to TracFone about this issue and received a phone call yesterday at 3:45 PM on my other cell phone from a Louis (no last name). He claimed to be with Customer Service at TracFone Headquarters in Miami, phone #305-715-6817. He informed me that this whole problem was AT&T fault because they had canceled our active line on January 6 and they could not port this number unless our original landline were active.
We paid our last AT&T bill the end of November. Another bill was due December 26, payments are made in advance. As we had assurance from TracFone that our landline would be ported over, we did not make the December 26 payment to AT&T, and expected to receive an adjusted bill.instead we are now told that AT&T cut us off and TracFone cannot port our number.
We have gone around with TracFone about this without any success for weeks, spending hours on the phone. We no longer have a landline and to call TracFone requires that we use someone else's landline as the call usually takes a long time and we don't have enough minutes to stay on the line. I am a cancer patient and need this line for my medical information.
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