Loyal Customers And Poor Service From An Uncaring Company

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.

If she wasn't able to complete loading the minutes on the phone, then
they will need to have some proof that the minutes were purchased.
That would be done through copying & faxing, something that you can do
at most stores. If you don't have a Kinkos or FedEx store, then
likely a neighborhood grocery store can fax items out (for a fee).

The problem I have is that they want a copy of the card that came
with the phone I purchased for her last month as an upgrade to the old
one. I can't find that specific card but I have other airtime cards
that I have purchased since that I could provide copies and faxes of.

This incident should have nothing to do with the bundle that I
purchased last month, and for them to associate the two makes no sense
and is only making it harder for my Mom and I.

I should be able to provide the code from any other airtime card that
I have from them. The card she was going to use wasn't the one from
the phone bundle that I purchased for her last month anyway.

I agree that you should be able to use what you paid for. Hope they
can work this out for you.