TracFone Complaint - Broken Record - Customer (Non) Service Regarding Lost Phone
Customer (Non) Service Regarding Lost Phone - Complaint
I know customer service has gone downhill in the last few years but attempting to talk to TracFone customer service was one of the worst experiences that I have had.
First my daughter had lost her phone and I called to stop service and asked them the steps I need to take once I purchase a new phone. The call center (wherever it is overseas) has their representatives reading from a script and every time I asked a question that was not inline with the script the person would just repeat the script over and over again.
After I purchased her new phone, I wanted to transfer the over 200 minutes she still had on her lost phone. Once I activated the phone, they only gave us 70 minutes back. The test call worked but later that day and for the next 3 days (they say the transfer can take up to 72 hours to take effect) she could not use her phone. It kept saying Unregistered SIM. So I called back on the 5th day (because the online re-register did not work) and was placed on/off hold for over 45 minutes while their "special" department was working on building documentation for my case (whatever that meant). Finally, after several minutes of turning the phone off and waiting for them to run test calls, we could make a receive calls. I asked them about the 200 minutes that she had and was repeatedly told that I must have the "lost" phone in order to verify minutes and that I must deactivate the phone. I told them I deactivated her phone right away. I know they must have a server or database out there that records each phone's minutes but at any rate, the woman on the other end would not answer direct questions.
I asked to speak to their manager which took another 20 minutes of being placed on hold. I guess they do not consider how much time and money they are wasting on 1-800 customer service calls. Once I got the supervisor on the phone, she went through the exact same script. I let her know that it took 5 days to get my daughter's new phone working and that only a portion of her minutes were transferred and asked what they could do for us in regards to credit. Again, she just repeated her broken record. What a waste of time.
Needless to say, I will never buy a TracFone or their services again. It's so disappointing that these companies are so narrowly focused on profit that they send their customer service overseas and they do not care whether or not they have satisfied customers. Well, they just lost another one.