EBB: My Account Shows 0 Data Every Renewal Period

[Adinnieken]

My account shows 927.90MB of data available under Other Plan (Data Remaining). No matter what I do, I can not access my data plan. I have talked to support and we have reconfigured my APN settings, reset my phone, etc. etc. Every 14th of the month, when my plan renews, the month I'm paid up until ticks up, but my Plan Data remains at 0 MB Data Remaining.

This is not an issue with my phone. This is not a provisioning issue.

The issue IS the 927.90MB of data under Other Plan (Data Remaining) is preventing my plan from properly renewing every month.

Hint #1 it's a problem with my account is, after 30 days the 927.90 MB of data should have disappeared when it hadn't been used. It has not.

Hint #2 it's it a problem with my account is, when my account renews the account receives 0MB of data, instead of the 3GB I should be.

I do not want to talk to a level 1 tech. I would like for the highest level tech available to resolve my problem to contact me. Either that or I go to the BBB and the EBB administrator. You're not providing the service you have been contracted to provide, and the level of support for that service has been subpar.

[Jude]

Hi Adinnieken. My name is TracFone Jude. We apologize for the trouble this has caused you. We'd like an opportunity to review your account and make sure you're getting the best 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.

[Adinnieken]

Thanks and appreciation to the Tracfone support team. I know I am not the easiest customer to work with.

Talked to Rhonda, Vincent and another individual today and was able to resolve my issue.

After action: There needs to be a better way to handle repeated calls regarding the same issue by a customer. My frustration began when my I was told I had to go through the same support process over and over, month after month, despite having properly gone through it. The straw that broke the camel's back for me was when I spoke to an individual who said I would get a call-back and I never got the message to schedule it nor did I get a call-back.

Had there existed a process where individuals could or did look-up my account to identify that I had an unresolved/open issue from the last time I called, instead of starting the support process with step 1, it would have gone smoother.

Second, listen to your customers. They may not all know what they are talking about but there was/is a very real problem. As so happens, my account had 927.9mb of data via an add-on card. That data doesn't expire, my account wasn't able to use it. This is a problem others have spoken about and continue to speak about and there was a direct change on Tracfone's end that created this problem. I was compensated for the 927.9MB of data months ago, so I asked repeatedly for that 927.9MB of data to be removed. Your Level 1 techs do not have the capability to do this, which is fair. I understand, instead of trying to repeatedly "Fix" the problem on my end by checking APN settings and resetting the phone every time one calls, recognize that this was done back in September and it didn't change anything. Therefore, one needed to be bumped up to the next level. Likewise, recognize that if a customer is repeatedly calling about the same problem, month after month, and the same amount of data appears mouth after month, it's not the phone. If 3GB or whatever the amount of data isn't applied to the account as it should on the renewal date, there's a problem with the account on YOUR END! Not the phone.

I hope on my renewal date I do not have to call support again, not because I don't appreciate you guys/gals, but because I just want my phone SERVICE to work!

Also my phone supports VOLTE. Both T-Mobile and AT&T say so.

[Jude]

Hi Adinnieken. 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.