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Original Comment I've been a loyal Tracfone customer for over 10 years. Just upgraded to a new smartphone after Christmas. Previous phone had 4051 minutes left on it. Always had carry over minutes and never a problem with it. Activated new phone on 1/7/15. After activation, I wanted to check my minutes and new renewal date. New date was correct, but I was only showing 2572 minutes. A loss of 1479 minutes. Called Tracfone, they said their records showed only 2572 minutes as of 12/25/15. Could not get any satisfaction or explanation as to how this might happen. Spoke with 2 more levels of customer service, all said the same thing, while never even offering any apology or concern with my issue. They would not be crediting any minutes at all to my phone. My old phone screen still showed the 4051 minutes, and I have photos of each phone side by side with the different minutes on the same date. Didn't matter to then, they were not going to do anything for me. Next step would be to their fraud division, claiming my minutes were stolen, however I was told once I go to that level, all my remaining minutes will be cancelled, as well as my phone number. Sounded to me like I was the one being accused of fraud to treat me like that. I asked for corporate, I asked for a email address, all to elevate my complaint, and the agent refused to give me any further data. When I told her they were going to lose a customer, they did not care. So far I have aired my complaint on comsumeraffair.com, where it was very disturbing to see several of the same problems I had. I have also filed a complaint with the New York State Consumer Protection Division. I am also forwarding copies of my complaints along with all the photos of my phone screens to every executive name I can find at Tracfone. If all these complaints do not get resolved, or customers start getting some satisfaction, I predict that someone will get mad enough to start a class action suit against Tracfone, which I doubt is something they want to happen.

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