Tracfone
My phone was not programmed properly for my plan and I lost 129 minutes which they will not replace!

On December 27 I activated my Tracfone and purchased 60 'double' minutes and to purchased another 60 'double' minutes May 23. The phone lost a minute a day whether I used it or not. Since it is for emergencies only I didn't notice it until February and then started keeping track of the minutes.

I called Tracfone a couple times and got nowhere. I finally got someone on the phone who told me my phone needed to be reprogrammed and did it with me while I was on my home phone. The phone stopped losing minutes. When I asked for my minutes to be refunded she said I had to write a letter requesting a log of my minutes before they could be refunded. She couldn't do it until I could tell her how many minutes I had used and when I asked why she didn't know she said she couldn't see my records! She assured me that after I received the log and called back they would give me the minutes I lost due to the fact their phone was not programmed correctly from the time I purchased it.

The first letter I wrote was the wrong address and came back about a month later. I called, they gave me another address and told me to write another letter and that they would be sending me a 'Call Detail Records Request' form (instructions). I received a form called the 'Sworn Statement Requesting Call Detail Records', filled it out and included it along with a photocopy of the back of my cell phone showing the serial number. They also wanted me to include a notary clause stating the photocopy of the back of my phone true and unaltered, I was the custodian of the phone and that the photocopied document was not public record nor pubicily recorded.

As unbelieveable as it seems I did all this and recieved a log of my calls about a month later. I called three times trying to get my minutes back. Tonight I spoke to the a male account representative who said I couldn't get my minutes back. I called again and spoke to a woman who said the same thing so I asked for a manager. The manger transferred me to another 'manager'. I was again told I could not get my minutes back because there are 'no records' of the call when the phone was reprogrammed and because I waited too long; I should have called earlier. Really? I tried solving this problem since February! I simply hung up on her because my frustration was overwhelming.

Company: Tracfone
Country: USA
Address: 8290 NW 25th Street
Phone: 305715650080086771
Site: tracfone.com

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