Complaint Review: Corporate Office:Tracfone WirelessINC - miami Florida

 I have been a loyal customer with Straighttalk for quite sometime and am signed up for their auto refill program. I have had a clear and steady record in my buisiness with them. Recently, I moved to a new home about 1.5 hours away and changed banks. Removing my old debit card COMPLETELY from my online, straighttalk account (since i exhausted and/or physically switched all the funds in that bank account to the new one) and placing the new card in the account, I wanted to ensure that the old card wasn't charged. I did this on the 12th of Sept. My Ending date of service was not until the 13th. Not only was my old card charged, resulting in an overdraft fee of 30$ and putting me 85$ in the hole on the old account, I rechecked my online account and the old card wasn't even in the straighttalk system!! I doublechecked my dates and my end of service was the 13th. I spoke with Pia, a manager in corporate. I requested a refund to the old account, the charge to be placed on the new account, and a refund of the overdraft fee since it clearly wasn't my fault. Without acting like she wanted to be talking with me, she told me she'd have to deactivate my account to give a refund and activate it again to charge the new card. When asked if that would change my phone number, She never gave me a straight answer and simply said "i dont know.". I requested a reimbursement on the overdraft fee. She stated the charge authorization is sent the day before the actual end of service date to ensure that the service stays connected and that since they didn't have any documentation of the overdraft charge, they couldn't refund it.

I offered to send her a bank statement and screen shots showing my old card wasn't even in the system. She refused me still stating they couldn't reimburse it back to me. I finally asked to speak to her manager because the situation was not my fault and happened over a technicality in their billing process I wasn't aware. She continued to tell me that she was a manager and after being asked multiple times, she stated that she had no deptartments or supervisors over her. I asked multiple times and she never offered to let me speak to anyone else. After I said, "so if you have noone above you, you are the CEO?" after this, Pia started refusing to answer me at all. After a while of trying to get around the fact she was blatantly lying to me, and when started answering my questions again, she stated she had people over her but they would tell me the same thing. At one point she put her phone on mute and I said "hello?" and it took her about 10 seconds to take her phone off mute. I remained respectful with her and requested an explaination as to why she wasn't demonstrating any type of flexibility, why she never offered to escalate the call to a superior, why she lied, and refused to speak at times. She had zero customer service skills, did not even apologize for the situation, remaining silent on the other line, and most of all LYING to loyal customers.

Finally I was able to call back and speak to someone above Pia to file a complaint against her. I was still refused a refund after explaining the overdraft situation and being treated with zero dignity and a level of disrespect I have never experienced before in my life. The same exact thing happened with another company (audible) the same day and they refunded my overdraft fee as well as refunded the other charge that went through without any questions!