Trac Phone
It is almost impossible to deal

It is almost impossible to deal with customer service when calling TracFone. (if they pick up) This is my story of 3 days of the worst "no customer service" I ever experienced.

At some point in our life, we have to buy a new phone to replace the old one. Whatever the reason, the internet will not allow you to transfer your minutes to a new phone. You are required to contact customer no service for this mission.

Day 1: I called the 800 #. The recording said your wait time will be 10 minutes. During this time I heard over and over "your call is very important to us, a rep will be with you shortly". The end result, I stayed on the phone for 1 hour 38 minutes per my phone timer and not 1 person picked up to even put me on hold this long. Maybe their recording should say we are at lunch and call back tomorrow. Ok, hang up. (Solitaire is the only way to spend time waiting on the phone)

Day 2: Called 800# again, this time phone said wait time - 15 minutes. I was lucky and someone picked up within the 1st 30 minutes. Not sure if you call it luck considering she spoke broken English. I had to repeat everything and she had to repeat everything. I explained my SIMPLE request to transfer my 436 minutes and my April due date to my new phone as the old one was broken. Simple request right? WRONG! This lady took all the information of the old phone, all information from the new phone. CONFIRMED my 436 minutes and April due date. She asked if I wanted new phone # or same phone#. I said I didn't care as long as the minutes were transferred. I decided to keep my same phone #. She again repeated / confirmed everything we talked about. We punched in hundreds of #'s to wipe out my minutes and due date to be transferred to the new phone. Since I said to keep my phone #, I assumed that was why my phone# stayed on the old phone.instead of ending the call with ok your minutes have been transferred, she provided me with a ticket #. She could not explain why my phone couldn't be activated right then. I have called in to add minutes before and after punching hundreds of keys I had minutes added. I never received a ticket #. When I questioned that something was wrong, she couldn't explain what was wrong and then changed her story and insisted that nothing was wrong and this is how they do it now (yeah, um-right-ok). Her instructions were to wait for 24 hours, then log on to the website, click on Tech support, put in ticket # and then click on activation and I would be all set. This call ran right at 1 hour. (Long call for simple thing don‘t ya think?) This is now average of 2 hours and 40 minutes of my life wasted in TracFone world).

Day 3: I put in ticket #. It says my port was completed so I proceeded with the activation button as instructed yesterday. It then tells me that my phone is active and I have 20 minutes and my due date is 2 MONTHS? (NOT!). I did not click continue to next step. I immediately called the customer NO service line. I spoke with a lady named Rosenda. She could actually speak a lot better English this time so I thought this was going to be a breeze. Couple of minutes and I would be out the door. WRONG AGAIN! I explained that my minutes and my due date did not transfer to my new phone. We went through the spill of the serial #, old phone, new phone, punching in #'s, and provided ticket# from yesterday. Can you believe that after 54 minutes, she still couldn't get my minutes and due date to transfer because she said that my old phone says that I have 0 minutes. DUH!!! The lady wiped them out yesterday when she was trying to transfer to the new phone. I explained again that the lady from yesterday confirmed that I had 436 minutes and confirmed my due date and I will NOT accept the 19 minutes I had on the phone (I had to do a test call to see if it was working to waste a minute). I told her that with the computers we have today they should be able to go back in the system and tell how many minutes I had on any given date. They should be able to tell when a call was made, where it was made and how many minutes were left. She said their system can't do that. It appears that TracFone is stuck in the little town of BEDROCK and forgot to upgrade their Flintstone equipment. I demanded Wilma to get Mr. Slate on the phone. She finally put me on hold to contact a supervisor. Well, Mr. Slate wasn't in so she said she spoke with a lady name Jenny (Jenny was probably Wilmas friend Betty). Wilma said the best they could do was give me the 400 minutes that their system showed I activated in April 07. I said no. Before I called, I had 436 minutes and the lady confirmed 436 minutes, and I want 436 minutes. I explained this was their problem. They wiped out my minutes and the system wouldn't accept it and obviously there was a problem is why I received the ticket #. Wilma said she read the notes from yesterday and the lady I spoke with yesterday didn't put in her notes that she confirmed my minutes so Wilma and Betty can't give them to me because my old phone is telling them that I have 0 minutes. (You know, I bet Dino could understand my minutes were wiped out would be why my old phone shows 0,) HOW PATHETIC! Wilma spoke with Betty again and still she wouldn't budge. I guess whatever minutes they get to take away from each customer will build up and then be transferred to the personal phone of “their” Fred and Barney. I had no choice but to take the 400 minutes and I told her that I was going to file a complaint because this was sorry service. She had no problem in apologizing, although she wasn't going to fix the problem. I asked the name of lady I spoke with yesterday, she said I should have wrote it down. I told her I couldn't understand the name much less figure out how to spell it. She then said she didn't know the name because she has lost the information in her computer from yesterday. (She had already confirmed she reviewed yesterdays information. How convenient.) I asked for her managers name and can you believe she does not even know that? She made the smarty comment that I might could locate that on the internet. Thanks, I will surf the internet!

Well, Wilma started to hang up and she verified that my due date was 60 days and she started to hang up. WHOA!!! I have made myself clear several times and my call was now at 1 hour and 17 minutes and she didn't remember my 1 year card that SHE CONFIRMED I purchased in April 07.. Hello... Lets ask Dino this simple question - Hey Dino "If I purchase a 1 year card in 2007 does it expire in 60 days from now or in 2008" Dino understood and said 2008 but poor Wilma didn't. She had to go back to Betty and review my notes AGAIN (they make memory pills for this problem) Wilma comes back on the phone and says she has to get someone in another department to change my due date. While we spend 10 minutes turning on and off my phone and my date was not changing, she had the NERVE to tell me that it could take up to 1 hour (wanting me to hang up the phone and CALL BACK). After 3 days and 4 hours of this NO customer service, I turned LIVID and said that I will not hang up this phone, call back and wait for 30 minutes to 1 hour for someone to pick up just to have another person tell me that it is not documented in system that my due date is not next year. She said she documented. Yep, and the other girl did the same thing yesterday and look what I went through today. NOPE, you better do something now. She kept telling me to try again. She then said she will add minutes to try to change the date. I'm thinking great, maybe I will get back my minutes they stole. Nope, they gave me 1 stinking minute. It changed the date to the correct due date but she acted like it nearly killed them to give me that ONE!!! Minute.

I never would have thought they would be so cheap as to make Mr. Crabs on Sponge Bob look good. My boy come to the door as I was ending my phone call. He was asking if I would transfer his 500 minutes and 1 year due date to his new phone at the same she was asking if she could help me with anything else. You better believe I said no. I will not go through that again. Sorry son, use the minutes you have then buy another phone from another company when they run out.

I did do as I was told and searched the internet to locate the name of her manager. (Thanks for the tip that led me to this website. Great job!). I managed to get in touch with TracFone complaint department by email and told them I was going to post my story about what happen with their Customer Service Department. Their response was "Contact Customer Service and they will be glad to help you" What!!??!! Never Mind.

I wish someone could forward this message to the Mr. Slate at TracFone and let him know how the Flintstones are treating his customers. He might want to consider moving into the Jetson age. Rosie would be great for the job.

They could get Rosie to do it more accurately, friendlier, faster and would only have to pay her with food. Or if they still don't want the "no customer service", they could always get Astro to stay on phone for hours saying Ruh-Roo, Rorry, until the customers hang up. This accomplishes the same no customer service in less than 3 days and 4 hours. They would be able to take more calls and tick more people off.

I would like to personally thank Rosenda for making that smarty comment for me to check out the internet. That was the best information I received from TracFone in 3 days. That comment is how I located this EXCELLENT website! And what a wonderful feeling it is to come here and say Hello Rosenda. I bet you don’t have that smarty little grin on your face this time. Yep, tables can turn and you need to be very careful who you tick off. We are being replaced by robots all the time and Rosie just might take your seat. Beep Beep.

Sabrina

Company: Trac Phone
Country: USA

  <     >