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Original Comment Earlier today I called to reactivate the above number and add minutes. The first person I spoke to BARELY spoke English, which is likely part of the cause of the issue I had. After going through the process of entering my name, address, and other info, we chose a rate plan, and I gave him my credit card (actually Visa debit) info. He came back a minute later, and told me the card had been declined. I went to my bank's website to verify the account balance, and learned that instead of a single charge of $42.27 he had entered FOUR charges of $142.27. Not only $100 MORE than agreed, but FOUR times! After being placed on hold, I finally had (after nearly 15 minutes) the opportunity to speak to William Dubon. After telling me "Don't worry, it's no big deal, I will help you" several times, he finally gave me Confirmation Numbers for each of the incorrect charges. This process took nearly 15 minutes more, so I had now been on the phone for nearly 45 minutes for a relatively simple airtime purchase. At this point, I told Mr Dubon that I was concerned about possible overdraft charges due to Tracfone's error, since I had already had money transferred automatically to cover the $500+ in excess charges. $142.27 * 4 = $569.08 charged instead of $42.27 is a rather significant amount, and I was legitimately concerned other charges might process before the "credits" were applied, which he told me "could take up to two hours or more for your bank to process". If I incurred overdraft charges due to Tracfone's error, I requested confirmation that Tracfone would accept responsibility and cover them somehow. His reply? "We have already refunded your money, what else do you expect us to do?" in a rather dismissive tone. Realizing that he was either unwilling or unable to allay my concerns, I asked to speak to his Supervisor. He told me "I don't have one." When I asked him if that meant he had no one to report to, he told me "Yes, I am in charge here." I asked him if that made hime the CEO of Tracfone, if he was in fact without anyone above him, to which he replied "Well, I have a 'Manager', but you asked if I had a 'Supervisor', which I do not have. Semantics, and a deliberate attempt to avoid kicking me up the chain. After being placed on hold yet again, I was finally granted access to his "Manager", Marisa. After explaining what had transpired to her, she also informed me that "We have refunded your money, what else do you expect?" Well, to be frank, I expected a little more concern over a $500+ mistake, and some form of assurance that I would not suffer financially because of YOUR company's blatant error. And not ONE mistake, but the same one REPEATED FOUR TIMES. In addition, since I now had no money left in my checking account (As I noted above, I was now overdrawn by approximately $60) I asked her to activate the phone anyway, and credit my with the amount of my initial purchase of $42.27 as compensation for my time. Since I had now been on the phone for over an hour, I thought that was reasonable, since I STILL have to call back and have the phone activated. Marisa reiterated her position that since the money had been refunded (yet still not showing in my real-time online account access) she didn't understand why I was upset, and that there was nothing she could do for me. At this point, I asked her how to spell her last name, so I could refer to her properly when contacting the company directly. After ignoring the question a couple of times, and spontaneously placing me on hold yet again, she cam back and in a HEAVILY accented voice pronounced her name. After asking her to repeat it twice, I finally asked her to spell it for me, which she had to do twice before I learned that it is "Ramirez". In fact, in order to get her to give me her name, I had to SPECIFICALLY ask her twice "Are you refusing to provide me with your last name or any other identifying information that I can use to refer to this call?" So, here we are. I am still missing $569.08 from my account, I have no service on my phone, and have spent 1.5 hours on the phone, 45 minutes back and forth to my bank, and close to 30 so far on this message. I am thoroughly and completely disappointed in the process, and utterly disgusted with the way I was treated. I challenge you to do something to make this right, although given my experience with both William Dubon and Marisa Ramirez, I hold out little hope I will receive anything more than a form letter. Feel free to prove me wrong. You have my name, address, and contact cell phone number if you have any questions. For the record, I do NOT answer "blocked" calls. If someone there DOES have the desire to step up and call me, please make sure that I am given a DIRECT number to call back, with an extension. Also, all kidding aside, a decent command of the English language would be helpful too.

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