TRACFONE - KNOWN ISSUE; Zero Balances

Venezia · ‎03-09-2010

I just want to post this in case anyone else runs into the issue I did this weekend. Might save someone panicking.

I texted to get my balance and instead of the thousands of minutes, texts, data that I know I have, I got 0 in every category.

I tried it a few times; same result. Went online last night and it showed the same thing, although my phone is still working perfectly well and my service date remains unchanged.

I just did an online chat with a very nice agent. It only took about 10 minutes for him to confirm my correct balances and he told me that they are aware of the issue and are working on it. He said they hope to have it corrected by March 21st.

So, if anyone else sees that zero balance, it's worth doing a chat and getting the correct information, until it's fixed.

Also, I didn't realize that now, after 60 days of service (locked), they automatically unlock your phone. I saw that mine had been unlocked and said I never requested that. My bad for not reading all the info that came with the new phone. I've locked it again, as a security measure.

"" A little learning is a dangerous thing."-Alexander Pope

MezzieStarr · ‎10-28-2012

@Venezia The phone becoming "unlocked" is the norm now for most phone companies.

I know the FCC is pushing to make all carriers do this.

The FCC wants to require mobile service providers to unlock customers' phones within 60 days of activation, aiming to improve consumer choice and enhance competition in the mobile market.

It has nothing to do with security.

It means you can keep your phone and move to a different carrier after 60 days.

You aren't locked in (forced to stay) with your current provider.

Meaning you can take that tracfone (the phone itself) to ATT, T-Mobile, Verizon, Mint Mobile, etc.

Hope this info helps.

Venezia · ‎03-09-2010

@MezzieStarr - Thanks. Yes, I realized that, but hadn't been paying attention to the fact that they would automatically unlock it.

The last 3 phones we've gotten from Tracfone have been phones that could be unlocked (I figured it was since Verizon bought them out). We just prefer to stay with Tracfone and we feel locking the phone does provide an extra layer of security. That's just my opinion, of course. Either way, I was glad to know why it was unlocked without my permission.

(Somewhere, in recent memory, on these forums, a poster mentioned her phone plan being changed by her carrier, without her knowledge. Not sure if that has anything to do with locked/unlocked.)

"" A little learning is a dangerous thing."-Alexander Pope

Nightowlz · ‎03-11-2010

We still use Tracfone service. We bought unlocked Samsung phones several years back. The phone costs more money then the phones Tracfone sells but they get OS & Security updates.

I called the credit union on one Tracfone I had. They said my phone was not secure & couldn't talk to me.

Venezia · ‎03-09-2010

In 24 years of having only Tracfones, DH and I have never had anyone refuse to talk to us over them. I'm not sure how any company would know whether your phone (or any phone) was secure or not. (How would they know who your carrier was, how you bought the phone, etc.?)

I do know that I just got the latest security update from Motorola two days ago on my current Tracfone and I have the latest Android system. The number of years of updates is determined by the manufacturer, not Tracfone.

Motorola tends to only do system updates for two years and security updates (last I knew) for five years.

Samsung provides updates for something like five years overall. We just prefer Motorola and are happy to buy new phones every other year or so.

Something for everyone.

"" A little learning is a dangerous thing."-Alexander Pope

Mombo1 · ‎11-02-2015

@Venezia wrote:
I just want to post this in case anyone else runs into the issue I did this weekend. Might save someone panicking.

I texted to get my balance and instead of the thousands of minutes, texts, data that I know I have, I got 0 in every category.

I tried it a few times; same result. Went online last night and it showed the same thing, although my phone is still working perfectly well and my service date remains unchanged.

I just did an online chat with a very nice agent. It only took about 10 minutes for him to confirm my correct balances and he told me that they are aware of the issue and are working on it. He said they hope to have it corrected by March 21st.

So, if anyone else sees that zero balance, it's worth doing a chat and getting the correct information, until it's fixed.

Also, I didn't realize that now, after 60 days of service (locked), they automatically unlock your phone. I saw that mine had been unlocked and said I never requested that. My bad for not reading all the info that came with the new phone. I've locked it again, as a security measure.

@Venezia I'm so glad I read your post. The same thing happened to me today when I went to check my balance. All 0's. I contacted customer service and they told me that they are doing "Migration Updating". I have never heard that term before... but they also said to wait until March 21 to see the accurate current balance. I also have over 2000 minutes and a lot of data in my account that I was worried had vanished. So I will wait til the 21st and hope it is resolved. Thank you for posting. I thought it was just my phone.

Venezia · ‎03-09-2010

@Mombo1 - I also thought it was just my phone, as my DH's phone was fine!

I figured it had to be happening to others and this is a good place to let posters know about it.

Glad it helped you!

"" A little learning is a dangerous thing."-Alexander Pope

qvcaddition · ‎03-10-2010

@Venezia

@Venezia wrote:
I just want to post this in case anyone else runs into the issue I did this weekend. Might save someone panicking.

I texted to get my balance and instead of the thousands of minutes, texts, data that I know I have, I got 0 in every category.

I tried it a few times; same result. Went online last night and it showed the same thing, although my phone is still working perfectly well and my service date remains unchanged.

I just did an online chat with a very nice agent. It only took about 10 minutes for him to confirm my correct balances and he told me that they are aware of the issue and are working on it. He said they hope to have it corrected by March 21st.

So, if anyone else sees that zero balance, it's worth doing a chat and getting the correct information, until it's fixed.

Also, I didn't realize that now, after 60 days of service (locked), they automatically unlock your phone. I saw that mine had been unlocked and said I never requested that. My bad for not reading all the info that came with the new phone. I've locked it again, as a security measure.

I am having the same problem. After reading your text here, I texted 611611 an my balance was 0 on everything. I called Tracfone and the agent gave me my true balance, but said someone would call me in 5 days, but it shows my true balance and that will show but not today.

I notated the conversation and all my 3000 plus minuets on data, and text and data. So hopefully it shows up. Agent said they are having problems.

Glad, I read your text here. Thank you.

Venezia · ‎03-09-2010

@qvcaddition - I did the online chat, so I had the CS rep email me a copy of the transcript so that I have all my current balances.

I've had so many help me with info and advice over the years I've been on these forums. It's nice to be able to help others.

"" A little learning is a dangerous thing."-Alexander Pope

Qgirl26 · ‎03-20-2010

@Venezia, thank you for sharing this! I have a new phone to switch over to and I have been dragging my heels because I hate switching. I always get nervous that something will go wrong in the switch and if I'd seen zero balances, I would have thought for sure it did! I was going to try to find time to do it tomorrow but I think I will wait until they straighten this out. Thank you SO much for letting us know! You probably saved this old gal from a heart attack, lol.