Action 9: Woman claims phone company didn't believe she paid for service

by: Jason Stoogenke Updated:

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One woman contacted Action 9 to say she paid an entire year of service for her TracFone, but when she didn’t use it right away, her phone didn't work.

Cynthia Drum said she paid $530 for an entire year of service. She didn’t activate it right away. When she went to activate it later, it didn’t work, so she went back to the Walmart where she bought it, she said.

Drum had her receipt, thinking that would clear up the confusion, but she said four employees tried to work it out with TracFone, but she still had no luck activating her phone.

“Walmart just basically told me, ‘Sorry, we’ve done all we can do,’” Drum said.

Drum said her service was about to run out so she had to buy another month of service, which cost her another $45.

“Well, I thought, ‘I’ll call Action 9,’” Drum said. “I thought ‘Who, me? Would I even be big enough for anyone to really care?’ because I know a lot of people probably call in.”

TracFone wouldn’t tell Action 9 what went wrong or why Drum couldn’t get it resolved herself. But the company fixed the problem, refunded the extra month she bought and gave her a month free for her trouble.

“Thanks to Action 9, you know, that there is a means and there is a support there to help others, you know, to reach and just push through and don’t give up,” Drum said.

Prepaid phones work this way: You buy the phone and can refill the plan, typically a month at a time or more. Make sure you keep your receipt and activate the card right then and there at the store.