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Tracfone/Safelink -Service

by timepilot    Apr 9, 2011, 1:59 AM

Tracfone does all the Safelink support for Safelink phones. I filled out a tech support ticket asking if i could upgrade my phone. I was told yes but it has to be a Tracfone. Then i registered an account @Tracfone because that's what tech support told me to do. After completing all of the steps i noticed the next day none of my minutes and service days were transfered to my new phone. I signed into my Tracfone account and i noticed it displayed your "phone needs updates". After completing the updates i noticed i arrived at a "buy it now" page just hit cancel. My phone now had the minutes and service days on the new phone. I had emailed support and asked prior to switching to another Tracfone would i receive my minutes next month. They never gave me a straight answer and the next month i found out why.

Next month my minutes weren't put on my phone.
I emailed support numerous times they kept giving me the run around. Their requests went from inserting codes into the phone and then i was told to call them because my account was past due. Past due? How could that be when i have a Safelink phone? After talking with tech support and asking them what info do they want next, he said call the VMBC dept.

That dept needs to speak to me directly to verify something but he wouldn't say what that was. I got them on the phone and was asked what is my correct address. Then i was told the address i registered with on Tracfone website inorder to switch phones didn't match my original address when i signed up for a Safelink account. That was the reason she said my minutes weren't added and i only had until 3/29/11 to correct this. When i contacted VMBC i was told that since i missed the 3/29 date that i need to call back in 5-10 days. I said 5-10 days i'm already talking to you now.

Then i went on to tell her i already updated my address when i called tech support on 10/04/10 and 1/16/11. It's not my fault tech support was told and didn't update my records. Last year i received my annual verification form in the mail with my current address now on it. So i assumed they already had my address change. Paste this link into your browsers url bar (http://img192.imageshack.us/img192/97/tracfo ne02g.png) and look at the date on it. That proves they had my current address already and had no reason to cutoff my minutes on 3/29/11.

My annual verification isn't due until 8/24/09 and not due on 3/29/11. They never notified me that i need to do anything by 3/29/11 since they had my current address. I finally emailed their non support and asked what can i do to get my service restored. I was told i need to contact them to verify some things. When i called support after 65 minutes nothing was resolved because tech support didn't have a clue of what questions the VMBC dept wanted to ask me.

Finally i got my service restored and my 250 minutes were added but my enrollment status read "Enrolled - Pending full verification form return". Keep in mind on 4/02/11 i asked what this status meant and as of the date of this post the VMBC never mailed me any verification form. On 4/05/11 @12:37pm i faxed last years verification form to the VMBC dept and asked for a confirmation they received it. Again after repeated requests no confirmation was acknowledged. I've lost 65 minutes and as of 4/09/11 my status remains the same. I also contacted their resolution dept and i can say they are as worthless as their tech support is. Most likely i won't receive my minutes next month even though i faxed them the form they needed but didn't ask for or send to me. All i can say is this is one screwed up company and no wonder they have so many BBB complaints.Laughing

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