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Updated by user Sep 11, 2015

I was finally able to get my missing airtime restored to my phone by sending an email to corporateoffice@***.com

However, I now have another problem with this phone. I purchased a 365 service days extension card through the Tracfone website and my service due date has not been updated to reflect the new due date (which should be in 2016.)

I don't know whether to laugh or cry at this point.

I'm not going to bother wasting my time contacting tech support, after my previous time-wasting multiple encounters with them.

I'll send another email, instead.

This will be my first and last Android Tracfone. As soon as my airtime has been used up, I'm tossing this phone in the trash!

Original review posted by user Aug 27, 2015

I purchased an android phone as an extra phone to use only in case my other phone was lost/stolen or broken. I started with 600 minutes and only made 2 texts to make sure the phone was working. I put the phone in a safe place (where no one else has access to it) and didn't use it until I had to add minutes to keep the service active. After adding an additional 90 minutes, I checked the balance and it only showed 90 minutes instead of the 90 minutes plus my previous balance as it should have shown. I called tech support and managed to get my previous balance restored and added to my 90 minutes. I put the phone back in a safe place and didn't use it until I needed to add more minutes to keep the service active again. This time I also added 90 minutes and the exact same problem occurred. My previous balance had disappeared again. This time I called tech support and was told to call back in 24 hours after they had "cleared the system." I called back after 24 hours and was told to call back again in 72 hours after they had once again "cleared the system." I called back after 72 hours and after spending about 30 minutes talking to tech support and waiting on hold, I was told that a supervisor had refused my request to reinstate my missing balance and that they would only honor the most recent 90 minutes which I had just added to the phone. No explanation was given as to why they refused to return the missing balance, nor could they explain why the balance mysteriously disappeared a second time and they kept insisting that there was no record of my previous balance to begin with.

I plan to complain to the company headquarters with an email and letter to see if I can get the problem resolved but after the hassle and runaround I got with tech support, I'm not optimistic about my prospects.

I get the impression that tracfone's idea of customer service is "the customer is always wrong" and let's make it difficult for them to resolve a problem.

Reason of review: Poor customer service.

Monetary Loss: $45.

Preferred solution: Deliver product or service ordered.

TracFone Cons: Missing airtime balance, Tech support.

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Guest

My problem was similar, but had over 1500 minutes showing on my account. I could not get calls in or out, so I called customer service.

As i am looking at the balance in my account, it drops to zero as I am talking to the service agent. She tells me then, that I used all my minutes, and I will have buy more minutes for the phone to work now. I told her you guys have erased my minutes, and put them back. After putting me on hold ten minutes, she said they can not give me back my minutes.

I then asked for them for a detailed call log, so she transfers me to a prerecorded message about how I have to fax them an affidavit with a picture of the inside of my phone showing the serial number. Once they receive the affidavit, they will call me on this cell phone to verify it is me. So now they are forcing me to buy more minutes just to get my call log, and who knows when they will call me, if at all. After this ordeal with customer service, I checked the web, and found numerous people in the same boat as us.

I am now thinking this a scam. An attorney general needs to look into this.

Guest

The customer is not always right when it comes to tracfone. The customer is never right .. The company's was sued in 2015, and we did not receive any compensation for owning at least 5 phones....

AlexTrac

Hi. Iโ€™m Alex from TracFone Wireless.

We're sorry for the trouble. To resolve the problem, please send us an email with your account information to TF.CorpResolutionTeam@tracfone.com.

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