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Missing minutes

Posted Thu May 14, 2009 2:57 pm, by Michelle B. written to Tracfone Wireless, Inc

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My husband and I both have tracfones. We have had them for several years and have NEVER had a problem with them. Ever. Until this week. My husband dropped his phone in water--it powered on for all of 90 seconds before it died. In that time we took special note of the number of minutes left...863. We ordered a new phone and he called as soon as he got it to get his phone number and minutes switched over. And that's when the trouble started.

The customer service rep told him that *records* indicated that he had 442 minutes left, not 863. They would only be transferring over half of his remaining minutes. Several hours and three customer service reps later the answer was the same...442. And several excuses as to *why* the minutes would show up less on their computer, including one thinly veiled suggestion that perhaps my husband was texting someone and I just didn't know about it.

Nothing like changing the wife's focus off of one problem by implying that perhaps her husband was having an affair. Now there's some customer service!

I've not screamed at anyone--maybe I should have. I've simply told them all what I will tell you--that I plan on contacting the BBB, the FCC and the Ohio Attorney General with my complaints. I am only one person, but if enough people complain, then perhaps Tracfone will do what is right.

Replace the 421 minutes that are missing on my husband's phone. We want nothing but what we've already paid for. We want them to do what is right and give back the minutes they have literally stolen from us. It's too bad that Tracfone will lose two loyal customers over 421 minutes.


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by PepperElf Posted Sat May 16, 2009 @ 10:25 PM

just asking because my current tracfone unit has unlimited double
minutes ... but they specified i'd lose that if i switched to a
different phone (or at least one that didn't ahve double minutes)

i don't know if they keep track of phone usage or not... i mean i know
regular cells do because of billing, but i'm not sure about tracfone.

i would suggest having the husband call in and request a copy of it

(i say have the hubby do it since they're accusing him of texting)

by Chadg Posted Sat May 16, 2009 @ 9:01 PM

Ive had nothing but bad luck with tracfone, one of their reps even
asked me "what is a maine" i have had phones literally erase
themselves, and had a phone overheat and melt while charging. with
certain models they will not give me a local number but with others
they will,,,,,,,,
you get the picture this list gets longer and longer. I signed up with
Unicel three years ago, they just became verizon, i honestly have no

just my two cents (one cent after tax)

by red0596 Posted Sat May 16, 2009 @ 6:16 PM

I had tracfone years ago. The customer service was horrible. That's
why I just gave up and signed a contract for cell service. You may
want to check into it. Some of the plans are not that expensive.


by Casmly Posted Fri May 15, 2009 @ 2:29 PM

Is there any way for tracfone to provide you with a statement of
sorts? Something that shows what the balance of minutes was at any
given time and then the calls/texts after that point? Unfortunately,
since it doesn't sound like your husband knew how many minutes he had
prior to dropping the phone, I have to agree that the # the phone
provided to you may or may not be accurate. I have had phones act
funny, especially right after being dropped etc.

I would have been peeved as well at the insinuation that my husband
had been texting some unnamed person. I have to guess that it was
painfully obvious what they were hinting at.


by RowdyRetailer Posted Fri May 15, 2009 @ 11:37 AM

How does the clerk saying your husband might be texting someone mean
he is having an affair, that sounds like an assumption on your part.

Good Day


by RedheadwGlasses Posted Thu May 14, 2009 @ 11:30 PM

Hinting that your husband is having an affair was really low and


by Donno Posted Thu May 14, 2009 @ 5:31 PM

Not having a cell phone, I feel like a kid with his nose pressed to
the window.

I'm wondering how this works in general - millions of people running
around with cell phones - do the minutes shown on their phones match
what the company says they have? What happens if there is a


Prepaid cell phones by ST Thu May 14, 2009 @ 10:14 PM

Do you know... by Just Jeffrey Fri May 15, 2009 @ 8:29 AM
by Lisa H. Posted Thu May 14, 2009 @ 3:04 PM

Is there any chance the being in the water damaged the phone as far as
what displayed?


Random numbers can appear on the screen when a cell phone gets wet, by dulynoted (aka duttycalls) Sat May 16, 2009 @ 2:48 PM

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