I am a Christian man I swear upon the Holy Bible that the following is the truth, the whole truth and absolutely nothing but the truth.
This story is about the horrific experience my dying wife and I have had with Tracfone. Tracfone operates four brands of phones. Tracfone, Net10 Safelink and Straight Talk. All these companies use the exact same call centers and are handled by the exact t same people. This story applies equally to all four of these brands. All of these brands are under the control of Frederick J. Pollak, CEO who is personally responsible and liable for how his company treats its customers.
It is the worst customer experience we have have with any company in our whole life and I have dealt with thousand of companies, Tracfone is honestly and truly the worst. This experience is so unbelievable that I cannot even accurately describe it in words. The following is not a complete recounting, only highlighting some of this absolutely terrible experience.
This experience started approximately November 2011 when My wife Tracfone was stolen from her hospital bed. My wife is extremely sick in the hospital about to go under extremely risky surgery. The phone being stolen is of no fault Tracfone, but the experience to follow is.
As soon as it was discovered that the phone was stolen my wife immediately called your Tracfone customer service 1-800 number to have the phone DE-activated. Tracfone sent the call to someone in their India call center and after explaining the situation and asking for immediate DE-activation the call center representative claimed that the phone was DE-activated. The next day after calling the the stolen phones Tracfone number, it was determined that the phone was still active and accepting calls. My Wife again called the 1-800 number from her hospital bed and again the call went to Tracfone's India Call Center. My wife again requested to have the phone DE-activated. After the agent claimed the phone was DE-activated, I called the phone and it was still working. It took Tracfone's agent approximately 40 minutes and putting my wife on hold many, many times before the phone number stopped operating and went to the message “This party is not taking calls at this time”. Because the phone was not De-activated on the first call, the person who stole the phone used approximately 80 minutes from the purchase of minutes made several weeks earlier.
Trying to get a new Tracfone activated and the existing minutes transferred to the new phone is the start of the truly horrific experience. Tracfone's call center personnel absolutely positively do not listen to anything that a customer tells them and/or they do not understand the English Language. It is unbelievable that Tracfone ask people to press one for English and then send the call to agents that do not understand English. This is just one of the proofs of your incredible disgusting customer service.
I started by purchasing a new Samsung Tracfone from a local store on 11/26/11. I called Tracfone 1-800 number from the hospital while visiting my dying wife. My wife needs to call and talk with her relatives before her life threatening surgery. Since my wife is medically unable to preform the steps to activate the phone, I attempted to work with the agent to get the phone to operate so my dying wife could talk to her relatives. After working with Tracfone agents for one hour entering and re-entering codes into the phone the agents were unable to get the phone to activate. Due to the extremely strong Indian accent and the agents inability to speak English it was incredible difficult to have him speak the numbers clearly to enter into the phone. Time after time the codes had to be cleared and re-entered because the agent kept saying the wrong number sequence to enter into the phone. After the one hour spent on my cell phone eating up my cell phone minutes with your agent,
your agent determined that the new Tracfone I purchased was defective.
The Tracfone agent refused to accept me telling him that I was returning the phone to the store. Your agent demanded to me that he will send me a phone in the mail. I told him that I did not have the time to wait for you to send a phone and my dying wife needed a working phone immediately. The agent refused to listen to me the customer and demanded that he send me a phone in the mail. I did what I had to do to save the minutes on my wifes account and gave him the information he demanded after I had stated several times that I did not want a phone to be sent in the mail.
I returned the original phone that I purchased and got another of the same model of phone from the store On 11/27/11, again I called your 1-800 number to get the second new Tracfone activated so that my dying wife could call her family for possible her last words to them. I again spent 30 minutes on the phone with the India call center to try to get second Samsung Flip Phone activated. I again stated that I was trying to get a brand new phone activated that you did not have any record of this phone but your agent insisted on only the last four digits of the serial number of the phone. I explained again that this is a newly purchased phone that is not on the account. Your agent again insisted on the last four digits of the serial number. I again explained that this is a newly purchased phone. Again the agent insisted on only the last four digits on the serial number. After I finally relented and gave the last four digits to the agent, he then states the phone is not on the account.. Well Daaaaaaaa. I told him that five previous times. Apparently these Indians cannot understand English and have absolutely no ability to think on their own and can only read a script. This wasted at least five minutes. When he finally realized that he could not activate a phone on an existing account, I had to be transferred to a so called supervisor. After having to give the exact same information that I had spent at least 10 minutes giving to the previous agent. The so called supervisor again had me enter code after code to keep receiving error codes from your phone. Again after entering code after code and your phone giving various different error codes it was evident that you have a whole lot or a whole model that can not be activated.
Instead of me being able to spend time with my dying wife, knowing how important it is to her to speak to her family before passing, I now have to go out to a different store and purchase a third Tracfone. Upon calling your 1-800 number and going to your Indian call center, I first had the very unfortunate experience of talking to an agent claiming to be “Jaime” which I'm sure is a falsified name. I explained to him that I am activating a brand new phone on an existing account and this must be handled by a supervisor as was required on the previous call. I requested to be transfered to a supervisor, . This agent absolutely refused to transfer me. He demanded that I give him that last four digits of the serial number. Same script as the previous agent. After him telling me the phone is not on the account Daaaaaa. It's a brand new phone, I requested to be transfered to a supervisor. He again refused to transfer me to a supervisor. I literally repeated myself at least 20 times, no exaggeration, to be transferred and your agent continuously refused to transfer me. I spent at least five minutes requesting to be transferred and your agent continuously refused for at least five minutes. Finally I was transferred to a supervisor. The supervisor was able to activate the third phone (a different Samsung Model) through just the SIM card number. Upon activating the phone the supervisor refused to transfer the minutes on the account to the new phone. I told her that she must transfer the existing account minutes to the new phone, again she refused. I told this so called supervisor that I would immediately call my credit card company and put the Tracfone charge for the purchase of minutes in dispute and have the payment retracted from Tracfone. Then and only then did this so called supervisor transfer the existing account minutes to the new phone. This is absolutely reprehensible that I had to threaten you to get the minutes that I had purchased. This is a demonstration of Tracfone's extreme dishonesty and attempted fraud.
This example of the extreme disregard that Tracfone has for its customers, the worst customer experience ever inflicted onto its customers in the history of the world is reprehensible.
The time that you robbed from me and my wife from spending time together while she is dying in the hospital is unforgivable. I hold you Mr. Pollak personally responsible and liable for your decision to put your customer support in India where your agents can not even understand English or communicate with your customers in America, or have politeness to even listen to what the customers are telling your agents, or have any responsiveness to what the customer is telling them or fulfilling customer needs. As CEO it is your continuing decision to inflict your customers with agents that do not have a drop of humanity and subject them to this truly disastrous and horrific customer support from your India Call Center.
When the existing minutes are used up on this account, we will be permanently and forever be terminating our business with Tracfone.
It is now my life's destiny to tell everyone of how Tracfone treats my dying wife and of your company's complete disregard for its customers. I have many, many friends and family that will be terminating their business with Tracfone upon hearing of this experience.
I will be stopping everyone I see on the street and telling them of my family's experience with Tracfone. I will be posting my experience on as many message boards as I find.
After sending a letter to Frederick J. Pollak, CEO About this incident and the 3 hours of my time spent on the phone with Tracfone, The 80 minutes used up on my cell phone and the gas consumed by bringing back defective Tracfones to the store, Mr. Pollacks offer of compensation was a measly 100 Tracfone minutes that have a retail value of $6.20 and cost Tracfone absolutely nothing, so in essence Tracfone offered nothing in compensation and of course I did not accept the measly 100 minutes.