Screwed by TracFone
Customer Service - Complaint
I have been a TracFone customer from October 2002 through June of 2013. Sometimes my wife and I had two phones and sometimes one. Over the years I have recommended TracFone to friends and relatives, several of which have taken my advice. Once my minutes run out, we are done forever. Apparently the management of TracFone feels that screwing a loyal customer out of 112 minutes is worth the loss of revenue and the bad publicity.
Over the years customer service has not been great. When I called, I expected to wait on hold for about 20 minutes and then talk to someone in India where you (or they) had to repeat things several times to be understood. This is what I expected and this is what I got until now. I accepted this level of service because of the low prices and the fact that I could do a lot of things on-line. I only had to call on the phone once every year or two.
Recently a relative died and we were left with a phone with 112 minutes on it. TracFone has a policy that lets you move minutes from a phone you are taking out of service to one that has service. There appeared to be no way to do this online, so I waited until I had an hour of free time and called. At the end of one hour on hold, I had to leave for a doctor’s appointment, so I was forced to hang up and loose my place in line.
It took me four days until I had enough time to try again. This time my call was taken after “ONLY” 40 minutes on hold. I was told that normally I could transfer the 112 minutes, but that my airtime had expired 10 hours before my second call and I would have to pay for another month of air time for the 10 minutes needed to transfer the minutes over to our other phone. When I told them that the time was expired because they made me wait on hold for an hour, they would not listen. They kept claiming they were not at fault and I would have to pay. I then asked to talk to a supervisor. I was given excuse after excuse as to why I could not talk to a supervisor.
Finally after asking six times, she said she would put me on hold and try to get a supervisor. After a few minutes, she came back and told me that no supervisors were available and one would have to call me back. I gave her my name and phone number and she promised a supervisor would call me back. It has been six days and there have been no calls. I even checked my caller ID log to make sure I didn’t miss a call (I do have voicemail).
So feel free to become a TracFone customer if you like dealing with a company that will keep you on hold for hours, cheat you out of money you paid, treat you like sh*t, and lie to you about calling back.