Calling Restrictions - Announcement 19 TRACFONE PLEASE HELP

Calling Restrictions - Announcement 19 TRACFONE PLEASE HELP

Postby stevepb99 » Tue Jun 14, 2022 7:47 pm

TRACFONE - PLEASE HELP. I have spent 15 hours on this issue since Friday and 10+ calls to your customer service department. They are not skilled enough to resolve my problem.

On Friday, one of the lines on my account stopped working, giving the message that "there are calling restrictions that are preventing the call from completing - announcement 19" for both incoming and outgoing calls. I called into support, spent some time troubleshooting and no resolution. I told the person that it was related to the billing auto renewal and they said no. I hung up.

I called back in on Saturday and the person wanted to do similar troubleshooting to what was already done. I explained the scenario and had them look at billing. He told me my phone was not registered on the network, but I didn't have access to the phone at that time (it's my fathers line in a different state) so I couldn't do anything.

Called back in on Sunday, the person finally told me that the minutes from the renewal weren't attached to my account (a billing renewal issue, just like I said). She did some things with the plan and it started working!

Monday morning, the phone stopped working again. I called back in, explained the situation and the person said it was an issue with the plan I had and she couldn't get it set up for auto-enrollment. We switched to a different plan and it went through, and the phone started working again.

Tuesday morning, the phone stopped working again, exact same issue. It is something in your system that is affecting the phone overnight. I Called back in this morning and after explaining every yet again, the person wanted to do the troubleshooting we already had done many times. I explained to her the problem and the history but she just wanted to follow her script so I asked to be transferred to a supervisor.I waited OVER 45 minutes and no one came on. I hung up and called back. I explained the situation and asked again for a supervisor. I was transferred to someone in the "higher department".

I thought we were making progress when she told me that it looks like there is an issue with a mismatch with my phone information and your network (even though nothing has changed since I had the phone for well over a year). I didn't have access to the phone so I scheduled a callback. She said the purpose of the callback was to gather the IMEI, ICCID, etc from the phone so the network team could investigate. When the person called back, she wanted to follow her script yet again and start the troubleshooting over. I said no and explained to her what needed to be done. She was not understanding so I had to hang up.

I called back in and asked to be transferred to the "higher department". When the person came on, I explained yet again the situation and she wanted to troubleshoot all over again. I told her I had the IMEI and other information she needed, she asked me for it, put me on hold...I waited 30 minutes she never came back on, the line was silent.

I am BEYOND FRUSTRATED at this point. My father is elderly and needs his phone. It has not worked since Friday. I need someone COMPETENT to contact me who can understand the issue and help me resolve it. Please contact me. Thanks.
stevepb99
 
Posts: 2
Joined: Tue Jun 14, 2022 7:19 pm

Re: Calling Restrictions - Announcement 19 TRACFONE PLEASE

Postby TracFone - Maria » Wed Jun 15, 2022 5:32 pm

Hi stevepb99. This is TracFone Maria. It is that we received with great concern your feedback about the poor service you experience. Please accept our sincere apology for the problems that you went through. We value your business, and would like to address your concerns as quickly as possible. Give us a chance to make things right. Please check your Forum inbox for a message. Click on "New Messages" beside User Control Panel to view your Forum inbox. You can use our self-service menu by simply texting the word HELP to 611611. Thank you.
TracFone - Maria
 
Posts: 9328
Joined: Tue Jan 31, 2012 1:08 pm

Re: Calling Restrictions - Announcement 19 TRACFONE PLEASE

Postby stevepb99 » Sun Jun 19, 2022 12:43 pm

This private message did nothing except give me a link to the Support page on the website, which I could have done myself. I have been without my phone for 10 days. Your "support" team opened a a ticket with the "network specialist" on Thursday and I had to wait 3 days for a scheduled callback, which was today. No callback and the phone still does not work, so I wasted 3 days.

Your "support" team is not listening to what my issue actually is and just wants to follow their script with the standard troubleshooting steps which I have done over 15 times now with 15 different agents. Every time I call in, I have to start over with someone new and they want to do the same steps.

Tracfone support is by far the WORST support I have ever dealt with in my entire life. You just lost a customer and I will be sure to spread the word to avoid Tracfone.
stevepb99
 
Posts: 2
Joined: Tue Jun 14, 2022 7:19 pm

Re: Calling Restrictions - Announcement 19 TRACFONE PLEASE

Postby Jude » Mon Jun 20, 2022 10:01 am

Hi stevepb99. My name is TracFone Jude. We apologize for the trouble this has caused you. To further assist you, please check your forum inbox for a message. Click on "New Messages" beside User Control Panel to view your forum inbox. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.
Jude
 
Posts: 3355
Joined: Tue Apr 12, 2011 12:24 pm


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