Complaint Review: Net10/Tracfone

On 1/31/09 Net10 charged my credit card for 150 minutes as part of their easy minutes plan. This is supposed to add 150 minutes each month for $15.00. On 2/24/09 for no explainable reason, Net 10 de-enrolled the phone from the program and deactivated it. When I called to see what was going on, no one had an explanation. To make a long story short, my daughter had 1644.1 minutes on her phone when it was deactivated.

Supposedly if you reactivate with a certain amount of time, you do not lose your minutes or so we were told. So after 3 calls, no problem, they would reactivate the phone with a service end date of 5/2/09. Great! The phone began to work within an hour, but the service end date did not update. Went online and saw that there was an update available. Thought great someone finally has it straightened out and it only took four hours on the phone to fix it.

I entered the code and POOF! the minutes and service were gone. All 1644.1 minutes were gone. Service end date was stated at 01/01/2001. Hours on the phone with customer service and supervisors led to Net10 stating that she only had 968 minutes. I asked for a copy of the report and how they arrived at that number. NOPE!

Called corporate offices number. I was basically told take or leave the 968 minutes I wasn't getting anymore. I asked to speak to the manager's boss. "They don't take calls". I asked to speak to the department that determines the minutes so I could see how they arrived at that number, surprise, "They don't take calls". I asked for the name and address of the President or CEO of the company. They "can't provide that information". I told her that Net 10 was stealing $67.61 out of pocket and I would not stop fighting until I get it.

I have filed a complaint with the Better Business Bureau. I will also be contacting the Attorney General's Office, news stations, etc. Thanks to your site I will also be calling the President and CEO of Net10 on Monday (they are closed now).

By the way, until now, we loved Net10 and the service. My daughter had better reception on her Net10 phone than I ever had on my plan.

K
Pottsville, Pennsylvania
U.S.A.