All of this was straightened out after I filed a report through the Southeast Better Business Bureau in Florida.

A woman from the Tracfone Corporate Offices called the same day I filed the report and said she was responding to my BBB complaint. She asked for the order number for the Phone/Card bundle I ordered for my Mom last month from them, so I looked the order up in my e-mail account and gave it to her . She said that with the order number she was able to look up the bundle I purchased and was also able to see the pin number for the card that was included.

She asked how my Mom's new phone had over 1000 minutes if the card that came in the bundle hadn't been applied yet. I explained that I had transferred the time and minutes from my Mom's old phone to the new one due to my Mom's old phone not working well anymore. So the fact that I transferred more then 1,000 minutes was also a factor in this. She then asked for the serial number from the old phone, when I gave her that she said she would look up the phone's history and talk with loss prevention then call me back.

She called back about 10 minutes later and basically said after talking with loss prevention and using the information from the old phone that the situation was now cleared up.

She is sent a new sim card overnight and FedEX delivered it this morning. I called the woman who I spoke to yesterday and she reactivated the phone, added back the minutes and extended the expiration date instead of adding more minutes. She gave me the choice between minutes or time and I chose the time.

I honestly didn't think the BBB report would do anything and am shocked that it did, and I was really surprised that they responded so fast.

She also apologized more then once and mentioned how much they appreciated me as a customer multiple times too.