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Airtime minutes used up for technical support

Posted Wed January 6, 2010 8:30 pm, by Dick R. written to Tracfone Wireless, Inc

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I was unable to access my voice mail with the password I used to set up the account. I tried other passwords I may have used without success. I contacted Tracfone customer service speaking with Maria. Her attempts to resolve the issue only burned my remaining airtime minutes (I was calling from a landline phone). Maria said she was transferring me and only put me back to the main menu. I recalled customer service and was disconnected (landline phone glitch with an incoming call) before the representative could finish with my problem. Given the long wait for customer service, I chose not to re-call

I think it ridiculous that technical support to resolve problems with my service should burn my airtime minutes. If this is the policy than this should be clearly disclosed to customers. Had I known this I would never purchased service from Tracfone

I would like to have my voice mail problem resolved AND get credit for the airtime minutes wasted trying to resolve the problem.


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by RedheadwGlasses Posted Thu January 7, 2010 @ 1:19 PM

"Her attempts to resolve the issue only burned my remaining airtime
minutes (I was calling from a landline phone"

I don't understand. So you used your landline, and let's say you were
on the phone with technical support for 30 minutes. They deducted
those 30 minutes from the minutes you had on your phone?

Can anyone tell me why that is acceptable? Because it sounds
ludicrous to me!

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by Lexi32 Posted Thu January 7, 2010 @ 9:42 AM

Good luck with your problem. During one call with customer service to
try to resolve issues with two phnoes that I purchased a rep kept
deactivating my voicemail (I had to go in and set it up three times
which uses minutes) I don't think she knew what she was doing and kept
resetting it. Of course they will never credit your used minutes. I
reported my situation to the BBB and to the Florida Attorney General
(Tracfone Corporate is located in Miama) You may want to try to do the
same.

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