I was trying to help an elderly customer of TracFone get her minutes, that she prepaid, transferred to a replacement phone. The original phone was damaged after she had added minutes accumulating to 100 minutes. TracFone Customer Service told her that they would tranfer the minutes, but she had to wait 30 days so they could investigate to make sure none of those minutes were used.
She had been getting a run around since then each time TracFone telling her to call back in a week. I got involved and TracFone advance 30 minutes of 100 minutes and then was told that I would have to call back in a week to get the rest transferred. A week later, they claimed they don't do transfers and refused to honor what they previously promised. I requested to talk to a supervisor, this was denied. I asked for their address - this too was denied.
TracFone not only kept unearned prepayment for services they did not provide, but refused to allow the opportunity for anyone to resolve this at a management level.
I'm hoping to somehow find someway to communicate with management at TracFone regardless whether they honor their commitment or not.
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