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I had to port out a Tracfone number to a new T-Mobile phone/service due to international travel but needed to recover my time (2300 days) and min/data/texts to use with a new tracfone number on the original phone. In a very detailed chat with a Tracfone agent I was told to port out the tracfone number first then reach out to Tracfone to get a new number after which I "get to recover the minutes, texts and data remaining as (well as) the months of unlimited service remaining". I ordered a Tracfone SIM, ported the Tracfone number out to Tmobile and called Tracfone within 2 days of the number porting out to get my new Tracfone number and recover all the minutes/texts/data and service time. I was told that because I ported the number out first (like the Tracfone agent told me to do) I forfeited all the service time/data/min. I have the chat transcript from Chuck (Tracfone agent) from 8/18/23 at around 5:40 PM EST where he clearly told me to port out the number first and that I would be able to recovery everything. Tracfone Agent Mary (Ref #[protected]) was the first to indicate that agent Chuck had lied to me and was very apologetic but said she could not do anything to fix it. At my insistence Mary escalated to "Corporate" who called me back. Agent Jelsa from "corporate" was the second to relay to me essentially that Chuck had lied to me and she was also apologetic but said she also could not do anything. I gave her the day/time of my chat with Chuck (I wanted to read it to her but she declined) and she says she sent a report to "higher management" who would call me back in about 24 hours. I asked for a reference number but she said there is none. I await a call from "higher management" to see if they will allow me to recover my service time (2300 days!), minutes (unlim until ~11/2/23, then 0 rollover), texts (5800 rollover), and data (19 Gb until ~11/2/23 then 3.21 Gb rollover) as Tracfone agent Chuck clearly relayed they would or make it clear that Tracfone agents are free to lie/swindle Tracfone customers.
Desired outcome: I would like to activate my new Tracfone SIM with a new number and recover the service time (2300 days as of 8/24/23), rollover texts (5800+), and rollover data (3.21 Gb) that was remaining on my phone before porting the number out.
While waiting form my corporate call I tried the chat link emailed to me by Alex of Tracfone but got no resolution. Agent said all was lost and she refused or could not/ would not review the chat transcript attached to my complaint. The agent did confirm that my corporate call would come in at 7 pm. It is 1.5 hours later and no call came in (my phone has no blocks of any kind).
I tried that chat link provided by Alex of Tracfone and received the same response - no resolution. After 2 more chat sessions, Tracfone corporate manager Charls called me back around 11 pm on 8/25/23. She said she had not seen the 8/18/23 at ~5:40 PM Chat transcript with Chuck (posted on this board, sent to TF.CorpResolutionTeam@tracfone.com (on 8/25/23), and added to my 8/25/23 BBB complaint on 8/26/23 which clearly proves the validity of my complaint. She said she could not retrieve it because it is in the "chat department". She suggested that I wait for a response to my email or one of the complaint board posts. The chat in question in provided with this comment/update.
Corporate manager Charls called me at 11 pm on 8/25/23. I asked if she reviewed the transcipt of my chat with Ttacfone representative Chuck on 8/18/23 around 5:40 pm. She said no and she could access it. I relayed that I sent it by email to TF.CustomerCareteam@tracfone.com and that it was posted on this board and another as well as in a BBB complaint. She said she could not help and that I should wait for a response to my email and/or BBB complaint.
I am marking this complaint Resolved. After filing a BBB complaint I was contacted by the executive resolution team (they asked for the code given by BBB). They reactivated my phone with a new number, restored my ~2300 days of service time (biggest item by far), restored the ~2.5 months of unlimited text/min time and data, and said they put back the 3.21. Gb rollover data and 5800 texts (good till Dec 2029) although this did not show in the account. They say it should show up in the portal after the unlim text/min time ends on 11/2/23 and gave me a ticket number to provide so they can add it then if it does not show up. I spent probably 15 hours dealing with this so not happy but very satisfied with the end result and willing to accept this time as the price I pay for the best combination of low cost and high quality coverage. Keep in mind I had irrefutable documentation of the tracfone chat log that I cut and pasted into a text file which clearly showed that the chat agent misled me. I was preparing to proceed to arbitration had they not resolved this otherwise.
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