Public Mediation

My Claim vs. Trac Fone Wireless Dispute

G. K. vs. Tracfone
9700 N.W. 112th Avenue, Medley, Florida, 33178-1353, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 3216369
    • Amount Involved: N/A
    • Filed On: Sep 27, 2014
    • Posted On: Oct 08, 2014
    • Complaint(s):
      • Problem with a service
      • Overcharge or billing error
      • Customer service runarounds
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"I have a phone that I purchased a couple years ago from TracFone that I have used without incident until I encountered a problem with having my phone service shut down without prior notice by TracFone.
The date in questions is approximately 12/22/13. TracFone made an erroneous claim that I had purchased prepaid minutes around 12/22/13. TracFone then claims I cancelled payment on a later date and therefore TracFone claims they gave me minutes which they never received payment. When I contacted TracFone directly I was told to send in a check for approximately $103.60 to reactivate my phone. When I tried to explain my case I was immediately cut off and a rehearsed statement was repeatedly read aloud over and over to me. I had an extremely difficult time understanding the broken English the representatives spoke. After several attempts to get a supervisor I was put on hold. The same representative came back online and said that I was now talking to a supervisor (really?). After approximately an hour on the phone I said I will file a complaint with the BBB of Florida. At this time I was then forwarded to a real supervisor who said that I never was talking with any supervisor previously and will help me from here.
Once again I explained: I never bought prepaid minutes through TracFone nor cancelled payment with anybody at anytime. I was asked to fax my credit card statement showing proof of my claim. I did and never received a response.
At this time I filed with the BBB of Florida. I was contacted through the BBB by a Shindy Maxwell (Employee of Tracfone) that I was offered several resolutions and never replied therefore the case is now closed. That is 100% false statement. She never contacted me with any resolutions, ever. I then called her number and was asked by her not to file any other claim and just to mail my financial institution receipt showing no transaction for prepaid minutes to TracFone was made. I asked for proof on TracFone’s end to support their claim of which financial institution was involved. TracFone said they can’t do that. So I did send in my credit card statement showing the only charge made was for a ringtone around the date in question. In addition I also sent the next month’s statement as well showing no cancellation of any amount to anyone was ever made I mailed this proof on 03/31/14. To date I never received any further contact about this case.
I believe it’s actually criminal that without any prior warning or chance to prove my case that my cell phone was shut down. I had previous minutes that were uncontested that they hold hostage. I was willing to just have those uncontested minutes shifted to another TracFone, but they wouldn’t even do that. I have followed all requests by this company to no avail, and have yet to receive any other resolution other than to pay them more money. I believe I have been scammed, as they have provided no proof that what they are telling me over the phone even happened. I have credit card statements that show there was no cancellation or dispute of any charges to TracFone, or any other company. Isn’t the accuser supposed to provide proof of their claim before accusing me of this false accusation? In the United States I thought we are presumed innocent until proven guilty. TracFone has failed to substantiate their false claim. I find this very ironic that no attempt to give resolution or even contact me to the disposition is yet another mark against a company that profits off communication. TracFone's business is communication, yet they can’t communicate a simple response from a paying customer.
I can provide any documentation needed to support my claim. Just give me the courtesy and chance to do so. All I want is my unused minutes (1016.70 minutes) returned to my new phone. I also had to purchase a new replacement phone ($10.99) for which I like a refund for."
...
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Additional Communication Between Claimant and Tracfone Hide
  • Dec 17, 2014, Claiming party added:

  • I had made contact with a Tracfone representative as requested by them. The representative said "We will get back to you in a couple of hours." It has now been a couple of months and no returned phone call. Again Tracfone can't/won't provide me their proof that I cancelled any payment. Tracfone can't/won't provide with the name of the credit card company I supposedly made the cancellation with. Also there are uncontested minutes they have illegally kept me from using. Those were prepaid minutes. That is considered theft. I just want my minutes back. Again I can provide any documentation by my said credit card company showing no cancellations were ever made.

What Claimant Wants Hide
What By When How Much
1. I have recently just received my minutes back that were taken from me. However there is still the cost of the new phone for $10.99 I had to purchase in the interim. TracFone said they won't reimburse money. I'm willing to take the $10.99 in minutes applied to my new phone as a compromise. Jan 07, 2015 N/A
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from TracFone. This claim will remain posted until resolved
Offer History
Sep 27, 2014
Claimant's Terms of Settlement to TracFone
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