Tracfone / inability to resolve issues with phone
I added minutes to my account on-line the night before I was to make an 8-hour car trip. When I checked my phone the next morning at 7am (when I was ready to leave), the minutes had not registered to the phone. I called & had to call back at 8am (when the technical department opened) to speak with a representative. This rep was able to get the minutes to show up on my phone, but the phone would still not make or receive calls. I called TracFone back & was transferred between a few people until I reached someone who tried to reactivate the phone number on the phone. He then assured me that he had solved the problem and, if I would wait for 1 hour, my phone would work correctly. I waited for 1 1/2 hours and tried the phone only to have the same problem. I called back, was transferred between a few people again, and reached someone who issued me a new phone number. He assured me that this would solve the problem and that I would need to wait another hour before my phone would be active. I waited yet another hour only to have the phone still not work. I called back again, was transferred around again, and spoke with someone who told me she was working on my account. I waited on hold for over 40 minutes, although she did periodically check in with me to assure me that she was working hard to resolve my account problems. After the last time she checked in with me, she must not have put me back on hold properly, because after she assured me that she was hard at work on my problem, I could actually hear her having a lengthy conversation (with laughing) with someone else on a topic that did not seem like it was related to my account at all. When I tried to get her attention, I was ignored. I hung up and called back, requesting a supervisor. This supervisor attempted to reassign me another phone number only to determine that there was some sort of a system problem. She transferred me to another department who informed me that there was a system error with the company's computer system and that they could not get my phone to work for 48-72 hours. This was at 2pm, a full 6 hours after I first called the company. When I informed her that, since at this point I had been trying to resolve my phone issues for over 6 hours and had no longer had any interest in keeping my TracFone, I wanted a refund of the money I spent to purchase additional minutes, she replied that the company did not issue refunds. When I protested, she said she would transfer me to a supervisor. I was placed on hold where I waited for nearly 30 minutes before I finally gave up and hung up. I called back and waited on hold for 10 minutes before being able to speak with someone and then another 10 minutes before I was able to be transferred to a supervisor. I explained the entire situation to him and requested my refund again. He looked at the account and tried to figure out the problem himself, coming to the same conclusion as had already been determined. I told him I had no interest in keeping my phone and wanted a refund of the money I spent putting minutes on the phone. He looked at the account and transferred me to someone in the credit card department to try to issue a refund. I was placed on hold AGAIN and waited for over 20 minutes to reach a real person. I have tried repeatedly to get a refund for the money I spent on minutes only to be told that the company doesn't issue refunds on airtime purchases. I finally got a hold of a supervisor who authorized a refund, but can't get anyone in the Direct Sales Customer Service Department to actually perform the refund transaction. No resolution has occurred and I wasted an entire day on the phone and had to ultimately reschedule my trip.
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