Phone no longer works, new phone order cancelled

Phone no longer works, new phone order cancelled

Postby kbell29 » Tue Jan 18, 2022 5:03 pm

Hello,

I received a message at the end of 2021 telling me that I needed to upgrade phones due to the VOLTE network upgrade. It said that I had until February 2022 before losing service. The text message mentioned that Tracfone was offering free phones as part of the upgrade. Since I did not want to lose service, I ordered a Samsung Galaxy A51 (S515DL) right away. Specifically, the order was placed on December 29, 2021.

A couple of weeks went by and the phone never shipped. Suddenly, on about January 8, my old phone stopped working without notice - several weeks before the previously stated February 2022 date. Whenever I tried to make a phone call, it got redirected to an automated message that stated "Your call has been interrupted because there is important information about your service. After this message, you will be able to make calls again."

There was no message, and it instead redirected me to customer service. They informed me that the phone was no longer supported - again, even though Tracfone previously gave an end date of February 2022. The next day, I chatted with an agent on Tracfone.com to check on the status of my new phone. They told me that the Samsung Galaxy A51 was on backorder and would ship when it got restocked.

I have since received the following email:

Due to high demand the item you ordered in our web site is now out of stock.

Your order 45396302 has been canceled and no charges will be applied to your credit card.


Needless to say, I am a very unhappy customer at this point. I have been a loyal Tracfone customer for over twelve years now, but the way that I have been treated throughout this makes me seriously consider switching service to one of your rivals. I paid for a year of a phone service that I can no longer use through no fault of my own. I would either like a phone comparable to the Samsung Galaxy A51 sent to me as soon as possible or a full refund on my phone service so that I can switch to a company that cares about my business.
kbell29
 
Posts: 5
Joined: Tue Jan 18, 2022 4:41 pm

Re: Phone no longer works, new phone order cancelled

Postby Jude » Tue Jan 18, 2022 6:17 pm

Hi kbell29. My name is TracFone Jude. We understand where you're coming from and apologize for the trouble this has caused you. We would be happy to take a closer look into this for you and see what options might be available. 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: 3282
Joined: Tue Apr 12, 2011 12:24 pm

Re: Phone no longer works, new phone order cancelled

Postby kbell29 » Tue Jan 18, 2022 7:30 pm

Thank you for your reply. I received the message in my inbox, but I cannot reply. It says:

We are sorry, but you are not authorised to use this feature. You may have just registered here and may need to participate more to be able to use this feature.
kbell29
 
Posts: 5
Joined: Tue Jan 18, 2022 4:41 pm

Re: Phone no longer works, new phone order cancelled

Postby Jude » Tue Jan 18, 2022 7:55 pm

Hi kbell29. You have to post 3 more in order to use the feature. I have already approved your second post.
Jude
 
Posts: 3282
Joined: Tue Apr 12, 2011 12:24 pm

Re: Phone no longer works, new phone order cancelled

Postby kbell29 » Tue Jan 18, 2022 8:05 pm

Okay, I will post three more times. Thank you!
kbell29
 
Posts: 5
Joined: Tue Jan 18, 2022 4:41 pm

Re: Phone no longer works, new phone order cancelled

Postby Jude » Tue Jan 18, 2022 8:08 pm

Hi kbell29. You have to post 2 more in order to use the feature. I have already approved your third post.
Jude
 
Posts: 3282
Joined: Tue Apr 12, 2011 12:24 pm


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