On September 20, TracFone accepted a call from someone claiming to be a family member and allowed them to switch the units of time from my son's phone to their phone. This same person was allowed access to my son's tracfone online account and was able to change information on it, also while doing this they had access to my son's grandparents address and phone number as well. The name that the person used when changing the profile was "Rose Rimke". Upon contacting their customer service department, I was informed that they could not remove the units of time from the fraudelent party and put them back on my son's phone as "I couldn't prove that a theft had occurred". They also informed me that "only a family member could have done this", however my son is the only family member that has a pre-paid cell phone.
When I contacted TracFone today to resolve this situation, not only was I talking to their CSR and being put on hold for almost 75 minutes, it was very hard to reach a supervisor. While the people I did talk to were polite, they were very unprofessional in how they handled my complaint. Not only was I not allowed to talk to either their fraud reporting department or their legal department, they informed me that they could not give me their corporated phone number so that I may call someone "higher up the food chain" to resolve this issue.
0 comments