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Thread: TracFone claims I have no talk/text left on unlimited plan?

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    TracFone claims I have no talk/text left on unlimited plan?

    Tried to text my mother this morning and I received this text message saying my phone was restricted or has insufficient funds? The plan is unlimited talk/text with 3 gb data, it's paid out until Nov 6th via EBB, now ACP I believe. In my account all that's left is a bunch of data.

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    When all else fails, you have to contact customer service. We can't fix the issue on this forum. Best wishes.
    Just another day in paradise.....

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    Quote Originally Posted by MsBren View Post
    Tried to text my mother this morning and I received this text message saying my phone was restricted or has insufficient funds? The plan is unlimited talk/text with 3 gb data, it's paid out until Nov 6th via EBB, now ACP I believe. In my account all that's left is a bunch of data.
    I had the same thing happen in early August. Somehow the most recent unlimited month didn't stack with my previous year of unlimited plan. When the one month plan ended, the app showed 0 for talk/text. I was traveling at the time and needed the use of my phone. I called the corporate line using a different phone. The agent could see what had gone wrong, but instead of restoring the unlimited plan, he added 9999 minutes and 9999 texts. It was one of my fastest customer service calls (which I always dread).

    My data moved to carryover status with an expiration date of 9/6 unless I got a new unlimited plan. I called corporate last week and chatted with a regular customer service agent on 9/5 because I was certain my data was going to disappear. Both agents told me not to worry, that it would not expire. I did not believe them, but as it turns out my data no longer shows an expiration date.

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    I just spent 2 hours chatting with TracFone to no avail. They claim my account says unlimited talk and text and everything should be working. I was using wifi calling because of bad cell coverage at my house, the CS agent said poor cell coverage leads to service failure even with wifi calling? Doesn't make a lot of sense to me.
    Either way, I can't call out using wifi.

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    I tried to check my account balance and received the message about not being able process transactions. I had just checked it before contacting TracFone CS. Boy, what a mess!

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    Quote Originally Posted by Serial Port View Post
    When all else fails, you have to contact customer service. We can't fix the issue on this forum. Best wishes.
    I thought someone else may have had a similar situation.

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    Quote Originally Posted by MsBren View Post
    I just spent 2 hours chatting with TracFone to no avail. They claim my account says unlimited talk and text and everything should be working. I was using wifi calling because of bad cell coverage at my house, the CS agent said poor cell coverage leads to service failure even with wifi calling? Doesn't make a lot of sense to me.
    Either way, I can't call out using wifi.
    When you text BALANCE to 611611, what does it say?

    Do you have another phone that you can use to call corporate? This is the number I used 305-640-2000 x1029
    They are generally better than the chat agents.

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    Quote Originally Posted by SlowLoris View Post
    When you text BALANCE to 611611, what does it say?

    Do you have another phone that you can use to call corporate? This is the number I used 305-640-2000 x1029
    They are generally better than the chat agents.
    I get my data balance and nothing else. Online in my account it says zero talk/text and gives the data balance.
    I asked the agent to confirm my account balance and they said they would text it and never did.I asked for a ticket number until the issue is resolved and they wouldn't do it. TracFone is seriously a disaster.

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    Quote Originally Posted by MsBren View Post
    I get my data balance and nothing else. Online in my account it says zero talk/text and gives the data balance.
    I asked the agent to confirm my account balance and they said they would text it and never did.I asked for a ticket number until the issue is resolved and they wouldn't do it. TracFone is seriously a disaster.
    I'm going to try corporate a little later when I have more time and access to a landline.

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    I was able to resolve the problem after calling the number SlowLoris suggested. Actually they did the same thing , 9,999 minutes and texts. CS said my account balance didn't update properly in their system, took all of 15 minutes, maybe 20 including wait time. One of the few calls to TracFone that was easy!

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    I also talked to the 305-640-2000 x1029 number and they verified the ACP plan and said I would not see it reflected in the account balances on my side but ensured me she was enrolled in the Unlimited $30 plan.
    TZ

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    Now my MIL's phone has 0 data. I'm sure all usage has been coming out of the balances she had prior to getting on the ACP in September, although TF could not explain why. They insist she is on the $30 plan with UTalk/text and 3GB data. There is no way she used 4 GB data as she only uses data for picture messages. She doesn't do anything with mobile data on. I wonder how they will rectify this.
    Last edited by tzais01; 10-04-2022 at 05:57 PM.

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    Quote Originally Posted by tzais01 View Post
    There is no way she used 4 GB data as she only uses data for picture messages. She doesn't do anything with mobile data on.
    How much Data usage does her phone show for the most recent period?

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    Quote Originally Posted by hpham View Post
    How much Data usage does her phone show for the most recent period?
    It was showing 0 data left. I think the ACP won't kick in until her 90 days refill runs out, although they say the opposite. I did call and they added 3gb data.

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    Quote Originally Posted by tzais01 View Post
    Now my MIL's phone has 0 data. I'm sure all usage has been coming out of the balances she had prior to getting on the ACP in September, although TF could not explain why. They insist she is on the $30 plan with UTalk/text and 3GB data. There is no way she used 4 GB data as she only uses data for picture messages. She doesn't do anything with mobile data on. I wonder how they will rectify this.
    Keep us posted. It sounds like the plan was never loaded. When is her renewal?

    I had a similar thing happen in one of the family member accounts I manage. Right after he qualified for ACP, I could see a plan renewal and a support ticket mentioning ACP, but no new data. When he ran out of data on his previous unlimited plan, I called corporate and said his ACP didn't load properly. The agent said an ACP specialist would have to call back within 15 minutes. I told him to answer the phone and say he was out of data, but no call came.

    I then tried the lower level chat rep and just said: the line didn't get any data when the renewal happened on 9/14. That agent responded: the data was never added. Then he manually added 3GB to the carryover balance. Now, I'm waiting to see what happens in 10 days. The account does show auto-renew is on, but doesn't list a plan that I can see.

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