It can be tough to pick a cell phone provider with so many plans available so many people turn to prepaid plans to avoid contracts and have more control. But one Upstate man says he lost that power when he tried to get minutes he paid for transferred to another phone. Dianne Derby has his story and let's you know how to sound off about your cell phone company in this 7 On Your Side Problem Solver.
TracFone is the cell phone that puts you in control. That's what the website for TracFone says and that's just what prepaid cell phone customers like Bobby Olley want.
Their website ads say "spend as little or as much as you want." Again, all about you the customer. But Olley says when he tried to take the reins he was stopped in his tracks.
"Frustration just a bunch of frustration," he said.
Olley hit a wall when he tried to transfer more than 3 hours of prepaid minutes to a different cell phone he had with TracFone.
"When I called they said it was real easy but I found a problem with getting it done," he said. "The first time I called them I stayed on the phone for 2 1/2 hours."
Two-and-a-half hours? Who has that kind of time?
"I got the run-around," said Olley. "Some representative was telling me to call back in two weeks."
No cell phone for two weeks? Not these days....
"I decided to call News Channel 7 because I got really frustrated," said Olley.
The next day he was back in control.
"They said 'I understand you were having some problems'," said Olley.
Tracfone's spokesperson, Cindy Jacobs, told us she wasn't sure why the minutes didn't get transferred. The good news was within minutes of our contact with her she got Mr. Olley back the minutes he lost. It's the kind of service Olley expected and finally received.
"It's a big burden off of me," he said.
Prepaid cell phones appeal to many people because you don't have to sign a contract but the Better Business Bureau wants you to remember this:
-Know the costs of a call. Some long distance calls can cost two times as much.
-Find out what's included. Call waiting or caller ID might not be part of the plan.
-Know the expiration date. Most plans require you buy more minutes within a specific timeframe.
So how do you sound off about the service from your cell phone company? Contact the Federal Communications Commission. The number is 1-888-CALL-FCC (1-888-225-5322) or click here for the FCC's online complaint form.
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