service problem

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service problem

Postby linda62 » Thu Mar 29, 2012 5:33 pm

My payment history says my autopayment was made today, but when I try to make a call I get a message that I have insufficient money in my account. I tried to check my balance online and by phone but got no answer. I tried to call customer service but was told there was high call volume and to call back later and got hung up on. What is going on? I can't even send a text.
linda62
 
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Re: service problem

Postby Jennifer_ST » Thu Mar 29, 2012 8:50 pm

Hi linda62. My name is Straight Talk Jennifer. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline so I can address it further. I will contact you directly with a private message and you will receive confirmation of this at the email address you provided when you signed up for this forum. Thank you.
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Re: service problem

Postby John029 » Sat Mar 31, 2012 10:07 pm

linda62 wrote:My payment history says my autopayment was made today, but when I try to make a call I get a message that I have insufficient money in my account. I tried to check my balance online and by phone but got no answer. I tried to call customer service but was told there was high call volume and to call back later and got hung up on. What is going on? I can't even send a text.


I also have had the same issue 3 days now from Thursday March 29 2012,to present time of this post, contacted CC today [Mary] and was given the update code [same code one gets every month], plus 2 roughly 12 digit codes, still receiving same issue. Was told I was being transferred to a "Advance Technical Area". The advance agent did the same thing, reset the phone, tried the update code [minus the 12 digit codes] and checked the balance on the account. He was not able to access information. I was told it is their software issue and to wait 4 hours and enter the update code try a code again. If issue still exist call cc.

Granted I think CC was "Peggy". They read script well enough, I'm not to happy about this issue or the level of their trouble shooting knowledge, anyone can read a script or follow a flow chart. This can not be a new issue, someone has to know of a work around. I do not feel there was any "Advance Technical Area" more like I a got dumped back into the calling Q. If I ran business with this company I would be in trouble. Three Days no service. I am in rolled in Auto Refill, there are no issues with the card on file. There is more that can be done, then tell a customer to wait 4 hrs and try everything again.

Here is the error message from your web site

"We need some time to process your request. Please do not click on the “Submit” button again because this could cause your transaction to fail. You can either try to check your balance later or contact our Customer Care Center at 1-877-430-CELL (2355) for further assistance."
John029
 
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Re: service problem

Postby Jhonally_ST » Mon Apr 02, 2012 1:21 am

Hi John029. My name is StraightTalk Jhonally. Sorry that you’re having a problem. I’m going to try to help you now. We need to take this issue offline so I can address it further. I will contact you directly with a private message and you will receive confirmation of this at the email address you provided when you signed up for this forum. Thank you.
Jhonally_ST
 
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Re: service problem

Postby John029 » Mon Apr 02, 2012 5:05 pm

I sent an email today to cs with requested information. Received a new message on cell to dial *22890 received all circuits are busy. Immediately received call from Trac phone. Issue resolved, wow next time i'll just go straight to the forum and maybe an email. But the question still remains, what caused the rapid response today? with a fix!Perhaps It's the level of experience. Thanks for the help and resolving the issue.
John029
 
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Re: service problem

Postby wtootle228 » Sat Apr 07, 2012 6:40 pm

I dont do the auto pay I just buy a service card at walmart and use it.Its seems to be easier.
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