June 4, 2011
The Better Business Bureau
14750 NW 77th CT # 35
Hialeah, FL 33016-1537
Dear Sir/Madam:
I would like to bring my complaints to your attention as to the dishonesty of Straight Talk Wireless, which had been taking money from my checking account since February of 2010 to May of 2011 when I found out that they do not have services in Nebraska but they were taking money out from my checking as their auto top program.
On May 24, I called this number 1-800-977-3768 in Florida to stop taking money from my checking account because I want to disconnect my cell phone for a new plan. The customer representative, a female told me that Nebraska is out of their scope of service, so they are not yet servicing Nebraska and so I should not be paying a monthly fee and I don‘t have any records with them. I got nervous because this number is always appearing on my checking account. She asked me, how I got the number and I said through my checking account. She said I am not a customer and I have no records with them. She said that this is a free minutes. And I told her if this a free minutes why is it that I was billed since February of 2010 to May, 2011 until I called their office. She can not answer my question. I told her to include in her report that I want my account closed and my money back if this a free minutes. She got my information and told me to file her report and I will wait for 5-7 business days but my issues and concerns were ignored because I never received any explanation to why I was billed when this Tracfone Wireless Inc. had no coverage in Nebraska. I called the 1800-977-3768 again after 10 days but the machine will give no other preference but just messages in the machine.
I decided to look in their website and I found their Tracfone Customer Service and I send my complaints on June 2, 2011. So I sent an email, a brief description of issue and their message was to call their Sales Support Department at 1800-323-2366 so they will assist me in my refund. I called this number on June 3, 2011, at 8:00 central time. I explained the reason why I am calling, the first customer representative passed me to another customer service representative name Whitney (who refuses to give her last name). She has a noisy background and I have a hard time understanding what she was saying I asked her to tone down that noise but she said, other people are calling. I told her my situation, at first she denied that I am a customer of Tracfone and I said, are you sure of that because this is the number 1-800-323-2366 was attached to my cell phone when I bought the cell phone to be activated and to be enrolled me for the auto top up program that you have. And again she said that I am not a customer in their interlink service and I said, so why is it that I had been paying a monthly bill when this is suppose to be free. And again she said that I will be in hold because she was talking to her manager name Vemion (she refuse to give her last name too). She asked me to wait for 2 minutes, then another two minutes, then another 2 minutes, then another minutes so she can confer to her manager. She came to the phone and said, yes I am a customer but they don’t have coverage in Nebraska. So I asked her if she can discontinue taking money from my checking account and deactivate the cell phone. She said yes, but they can not return my money. She said they can not return my money because it has been a year. I informed her this is not what they send me in email. I told Whitney I will send my complaints to Better Business Bureau for the dishonesty of their company.
On the February 2010 to January 2011, Tracfone had been taking $ 33.00 every month. Then March 2011- May 2011, Tracfone had been taking out $ 32.91. This is suppose to be free minutes because they don’t have any coverage in Nebraska and minutes that I am not using are carry over. If I did not decide to cancel this auto top program that they were implementing to areas without their coverage, I would not have found out the fraud of this company. Whitney asked me if I was given any free minutes, I said no. She asked me if I was give a free phone, I said no. She tried to convince that I would be given a free minutes if I will not use the cell phone, I said, no. I wonder if they are also doing this fraud to other States not covered in their services.
I want my money back and their honesty to their services. They tried to cover and deny me as a customer because they were never honest in their services. The 1800- 977-3768 always appears in my checking account as responsible in taking out the money. The 1-800-323-2366 is their sales Support Department. I attached a copy of their email and my email to them.
This is the address of the company:
Tracfone Wireless Inc.
Attention: Executive Resolution Department
9700 N. W. 112th Avenue
Miami, FL 33178
This was my second letter to BBB, this organization gave me the response of the Tracfone. This is a copy of what I sent the BBB attached with my checking accounts statement.
BBB of Southeast Florida & the Caribbean
4411 Beacon Circle Ste 4
West Palm beach, Fl 33407
Sept. 20, 2011
Dear Sir/ Madam:
RE: Case # 90111534: Tracfone Wireless, Inc.
I wish to return this case back to your office since there was no resolution at all. The tracfone continued to lie and claim that I made only 9 payments.
My bank records will show your office that I made 16 payments excluding cards that I paid for this phone. I would like to make my complaints clear so that this dishonesty of this phone company should be addressed. I am sure I am not the only individual whom they victimize on their dishonest acts.
My complaints are:
1. The tracfone knew that their minutes are free yet they enrolled me to their auto pay program. When I called their customer service, the machine was telling me they don’t have any service within this area code. The next time I called customer service, the customer service told me that I should not be paying anything because they don’t have any service in Omaha. So I question her why am I being charged with $33.92 a month and she said she will inform her supervisor so they will investigate and I never heard from them again. I called three times and the machine was answering me and no one wanted to speak with me. Finally, I got hold of one customer service and she confirmed that I should not be paying and that was the time that I cancelled my account. The supervisor refuses to speak with me, refuse to give her name, and so is the customer service because I had told the customer service how dishonest their business was.
2. I am attaching the emails sent to me by kcalderon as she claims I paid only 9 times but my record from the bank will not lie that I paid their dishonest company of 16 payments. I am sending you a copy of the records.
3. I do not want to communicate with this dishonest company so I am returning my complaint to your office and see how this is resolve. I want my money back and I hope this company will stop deceiving their customers.
I got a response from BBB if I am satisfied with the response of the Tracfone, my answer is no. and I am still fighting for it.
Sincerely,
Armenia A. Tabor, A. B., BSN., MHA
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