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Charged, always have to contact for refill

PostPosted: Mon Nov 11, 2019 8:40 pm
by TFFamily
Every month we are getting charged and the autorefill isn't happening.

Last month we called and were lied to by a Tracfone employee that it was a Verizon tower issue and to wait 24 hours. Of course it wasn't I called back and the next representative confirmed it was not a Verizon tower issue and had no idea why the other tech would tell me that.

After a lot of conversation we were credited some time on the phones, but it doesn't seem like our Double Minutes for Life is applied.

When I ask what we are due each month I always get a different answer. So I asked to speak to a supervisor. I waited an hour and half and the supervisor after a few sentences said if I didn't answer within 2 minutes they would disconnect. They gave me about 10 seconds and disconnected.

I contacted Tracfone and complained and was promised a call within 24 hours. No one ever called.

Today is the day of my autorefill for our 3 phones. My credit card was charged but once again we have not received our refills.

I want to know why we aren't getting them, what we are supposed to be getting with out old Double for Life deal.

Is that too much to ask?

Re: Charged, always have to contact for refill

PostPosted: Tue Nov 12, 2019 12:25 pm
by TracFone - Larry
Hi TFFamily. My name is TracFone Larry. I'm sorry for the trouble this has caused you. Please allow us to review your account and further investigate what happened with your phone service. 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.

Re: Charged, always have to contact for refill

PostPosted: Thu Mar 12, 2020 10:57 am
by TFFamily
Larry, We have had problems with out Family Value Plan for about 4-5 months. Tracfone's systems show we get our updates but we don't. When we press about it we get excuses like it's a Verizon tower issue or the hurricane impacted our Puerto Rico data center.

After investing on average 2 hours a month in chats or calls to get our updates and a Better Business Bureau complaint we have come to the conclusion there might be something seriously wrong with Tracfone systems and updates.

Tracfone's corporate complaint department admitted to us over the phone the excuses about the Verizon tower and hurricane damage were not true. They admitted their own systems at corporate are totally unreliable to show updated talk, text and data amounts. They admitted they were having trouble finding what people on the Family Value Plan should really be getting every month. They admitted they added wrong amounts to our phones and maybe skipped months to make up for it.

We are now filing another BBB complaint or considering other legal remedies. We're not interested in taking this offline in a chat. We've tried that for months.

Re: Charged, always have to contact for refill

PostPosted: Fri Jun 05, 2020 11:56 am
by hasan22
I have the same problem, what should I do?

Re: Charged, always have to contact for refill

PostPosted: Fri Jun 05, 2020 2:54 pm
by Jude
Hi hasan22. 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.

Re: Charged, always have to contact for refill

PostPosted: Fri Jun 05, 2020 3:06 pm
by Jude
Hi TFFamily. My name is TracFone Jude. We understand where you're coming from and apologize for the trouble this has caused you. We value you as our customer and we will do our very best to give you an exemplary customer service experience to keep you from our service. 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.