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Original Comment I am very disappointed in TracFone's inability to provide customer service and take responsibility for their representatives. Our family has had a family value plan for several years. When one phone required replacement, I had no idea of the frustration and time required to simply replace one phone. When I ordered the new phone, I was not aware that I would have to wait several days for a new sim card in order to retain the original phone number. When I finally received the new sim card, I specifically asked the representative to make sure that the family value plan remained in tact. I was told that everything was set, that the secondary and tertiary phones had been "attached" to the family value plan. When I checked my credit card statement, it was obvious that this had not been done. Since I had been told that everything had been taken care of almost a month ago, I expected TracFone to resolve this issue immediately. I never authorized closing the Family Value Plan, so I did not understand why the secondary and tertiary phones needed to be re-enrolled. I could not believe that there is only a six-day window where this can be accomplished. This should have been scheduled when the phone was activated. I was not informed of this at the time. In fact, i was told that everything had been taken care of, and that the secondary and tertiary phones had been attached to the Family Value Plan. If TracFone customer service management spent some additional time training representatives, and providing them with written checklists to make sure customers are informed of exactly what is required and when, it would result in a much more pleasant experience for the consumer, as well as the customer service representatives. Had I been told at the initial time of purchase that I would have go through all of this, I would have expected it, and I can tell you that I would have added the secondary and tertiary phones during the appropriate window, and hopefully avoided the frustration and anger that increased with every minute I was asked to hold on for an answer. Instead, I was told that everything had been taken care of almost a month ago. I am very disappointed, and feel sorry for the representatives who are (according to the other comments in this forum) continually subjected to irate customers who have been ill or misinformed.

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