Stolen Minutes

[nantran]

My minutes are being systematically stolen. Over the last month and a half I have had almost 100 minutes stolen and I don't know how many before I started checking. I only use the phone to text about 10 times a month and for emergency contact but paying for minutes and getting them taken away is horrible. Does anyone know who I can contact to try to correct this issue?

[TracFone - Katie]

Hi nantran,
My name is TracFone Katie. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Thank you.

[keezlegirl]

I have had nothing but problems since I purchased my Tracfone on Feb. 7 (summary of stolen minutes at end, must have a rant first!)

• phone breaks after 2 weeks of hardly any use and no damage
• very nice customer service rep troubleshoots and offers to replace with brand new phone, same model, right away
• instead of receiving replacement phone right away, I received an empty box to ship mine back
• this would be fine if that's what had been explained to me, but it wasn't
• shipped phone back, received another in a little more than a week
• activated replacement (not new, but refurbished!) phone fine, made test call
• couple weeks later (this is an emergency phone, not used every day) I'm not able to make/receive calls
• another call to customer service, my phone needs to be activated (what??)
• activate phone and realize Tracfone has changed my phone number (WHAT??!!)
• request extension to my renewal date because I had not been able to use the phone for 3 weeks
  -- response was "I can give you 10 days"
  -- request to speak to supervisor; response "I am a supervisor," so requested her manager, she put me on hold so long I had to hang up after speaking my mind
• March 31 I have 169 Minutes, 176 Text Messages, 179.32 Mb of Data, according to the text I received after reactivating my phone
• realized a week ago that I can't make/receive calls (haven't used the phone, not sure how long that went on)
• called customer service today, phone is not active, needs to be activated; quick call with customer service, after which I activate my phone
• tried to make my test call as instructed in the activation process
• test call failed, must buy airtime (YOU HAVE GOT TO BE KIDDING)
• called customer service, spent 1 hour, 30 minutes, 12 seconds on the phone waiting for two different (but equally incompetent) people to come back and tell me they're checking my account
• last girl tells me she's replacing the minutes and I should see exactly what was on my account before
• latest text message update from Tracfone says my remaining balance is 103 Minutes, 103 Text Messages, 0.10 Mb of Data (I'm not so surprised anymore, after my recent experience)
• Tracfone stole 66 minutes, 73 texts, and 179.22 MB of Data, not to mention quite a bit of my time
• I will be writing to the Vice President of Customer Insights this week; the fact that Tracfone stole my airtime and data is bad enough, but to have spent hours on the phone with their customer service, being treated as if I were a liar rather than a paying customer, will end my relationship with them VERY quickly

Is this typical of Tracfone? This is my first experience with them, would love to hear that this is just a fluke and that I just happened to have really bad luck with both the equipment and the people. After today's call I'm also left wondering if the triple-minute phone that I had replaced was replaced with a phone that doesn't give me triple minutes/text/data. Any insight?

[TracFone - Mark]

Hi keezlegirl. My name is TracFone Mark. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Thanks.

[keezlegirl]

Hi keezlegirl. My name is TracFone Mark. Sorry that you’re having a problem. We need to take this issue offline so I can address it further. I will contact you directly with a private message. Thanks.

Below is the private message I received. What is the purpose of a public forum if your private messages offer no real assistance, and on top of that, other users of the forum are unable to see the answers? Are you really asking me to spend even more time discussing my problem with your customer "support" team, who have already proven to be completely inept at resolving customers' problems?

Sent: Wed Apr 22, 2015 5:34 pm
From: TracFone - Mark
To: keezlegirl
Hi keezlegirl,
To assist you with this, please click on this link to chat with a live agent http://bit.ly/GPJn5a. Thanks.

[TracFone - Maria]

Hi keezlegirl. My name is TracFone Maria. We're sorry for the trouble. Not all issues/queries can be answered/posted publicly due to security purposes. We send and resolve the issue privately if there is an account involved. I have sent you a private message. Please check your Forum inbox. Thanks.

[kimberlee_james]

I am having this same problem. Over the last 2 weeks my phone has woken up when not in use and said it was deducting minutes. It has taken 30-40 minutes away without being used. It seems like this happens every few minutes.

[Sam]

Hi. My name is TracFone Sam. Sorry that you’re having a problem. Please check your Forum inbox for a message. Thanks.

[Batman4oz]

I Doubt that I will find any answers here....but...
I have been with Tracfone since Last Century! I just added a one-year card last month, giving me 9.56GB of Data, 4700 minutes, and 2600 texts.
Last week...EVERYTHING WAS GONE!
After Calls, texts and chats to So Many Clueless people...I was told that 'You have filed an invalid credit card dispute and your service has been disconnected'!!!??

I DID NOT!!

Their 'help' was to tell me to Dispute the charge (THERE IS NO CHARGE!) with my bank! And Then...PAY TRACFONE $51.22....THAT I DO NO OWE THEM!!
I've sent a letter to their Miami office about this FRAUD AND THEFT!!