Home - , , , - Updated: Some Users' Page Plus Service Suspended After Adding CallingMart Airtime

Updated: Some Users' Page Plus Service Suspended After Adding CallingMart Airtime

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Several customers of TracFone's Page Plus Cellular prepaid brand reported yesterday that their service had been suspended. On contacting Page Plus they were told that the suspension was due to credit card fraud. All the affected users say they had recently topped up or refilled their Page Plus account using online airtime vendor CallingMart.

I don't know how widespread the issue is but there are five people reporting the problem on this Howard Forums' thread, and another one on Reddit and five more on CallingMart's Facebook page.

Page Plus is blaming CallingMart for the issue. Neither company seems to be making it easy for the affected customers. Customers report very long  hold times when trying to contact both Page Plus and CallingMart.  CallingMart email support has been slow to respond as well, but one user did get this reply from CallingMart last night;

"Greetings!

Thank you for contacting us.

We apologize for any inconvenience this may have caused you. There seems to be a problem with one of our providers with their credit card with Page Plus so we are sorting that out with them. For the meantime, we have moved to another provider to get your phone reactivated.

In order for us to reactive your account, can you please provide us your PagePlus phone number and account passcode so we can reactivate your service? Please, let us know by replying to this email or you may call us at 1-877-6-GET-PIN (1-877-643-8746) (Mon - Fri: 9:30 am - 11:00 pm EST, Sat - Sun: 10 am - 10 pm EST).

Thank you and we are looking forward to hear from you.'

That customer immediately replied with their phone number and passcode but as of this morning their service had not been restored. CallingMart posted a similar message on their FaceBook page saying affected customers could also get their service restored by sending them a Facebook Messenger message with their order number, phone number and passcode.

Page Plus has not been very helpful either. Page Plus CS is telling customers that they have to buy two months worth of PINs to restore their service, even though only one month's payment was in question. One user, not liking that answer tried again and was told that he could restore service by purchasing a single airtime PIN from Page Plus online and applying it to his account. He bought and applied the PIN but that still did not restore his service.

CallingMart has been in business since 2006 and is one of the best known online airtime vendors. I've personally used them for nearly ten years with no issues. It sounds like the problem was with a distributor that CallingMart buys airtime from and not with CallingMart itself. I hope that's the case. CallingMart is a small company, I can understand their CS being swamped. TracFone is huge and there's no excuse for it to treat customers like dirt over an issue that's not the customer's fault. Sure, PagePlus wants to get paid for service rendered, but that should be a simple matter of getting the customer's payment details, charging for one month and restoring service. There's no reason for Page Plus to require customers to pay double and endure multiple long calls or chat sessions to resolve a straightforward billing issue.

Update 12:40 PM PT 11/9: I heard from a Page Plus  dealer that TracFone told him that all accounts suspended by the CallingMart issue would be restored by midnight tonight. TracFone is advising customers to send in proof of purchase by fax to 305-715-6971 or by email to [email protected]

Update 1:35 PM PT 11/10: It looks like everyone's services has been restored. CallingMart posted the
following explanation on their Facebook page today.

"For the sake of clarification of the issue and for those who need the explanation for the page plus statement that there is credit card fraud that has led to these accounts suspension. The situation occurred due to one wholesaler who buys directly from page plus, bought with bad credit card, and this credit card was recently found to be bad by page plus, and so they suspended all refills that were bought by this wholesaler, which have affected us and many other resellers who got their refills from this wholesaler..."


26 comments:

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  1. Kind of a lousy way of TracFone to year customers, their first reaction is to disconnect the customer.

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  2. I thought this kind of so called fraud was generally through fly by night sellers and not a big name like callingmart.

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    Replies
    1. Fly by night?

      No one would ever suspect the company with an owl as a logo.

      Delete
    2. The owl is Page Plus logo, not Callingmart.

      Delete
  3. Big Slime's trashphone customer disservice circus at its finest. The true & ongoing fraud is Movil's "CS"!

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    1. I have to agree with you there, after the way thru handled my lost reserve on net10, basically calling me a liar, then I presented then the proof.

      Delete
    2. Assumed guilty until proven innocent.
      Another typical story, doesn't matter if your account is longstanding with never an issue or flag, you will be treated like its your second month and you tried to pay with a stolen cc # last month.

      Delete
  4. This kind of BS with America Movil just proves the point --- the low prices are great, until you wind up being that 1 in 10,000 people who has a problem and gets their number and credits confiscated.

    And good luck speaking with a CSR with any real knowledge and power there.

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  5. Used to catch big slim cheating my account on P+ all the time with the call details page that showed charges/balance, now they've recently eliminated all that info. All the better to keep you in the dark while they pick your pocket.

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  6. TracFone = JUNK. Straight up. I am unaffected becasue I don't deal with Carlos Slim[e].

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  7. Update on Straight Talk: the $55 plan now has truly unlimited high speed data. They're calling it "Ultimate Unlimited." I saw it this morning.

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    Replies
    1. It's not really competitive. MetroPCS is 5.00 less per month and you do not have to deal with the customer disservice that Tracfone offers.

      Delete
  8. It's clearly Overlord Slim's fault if people buy second hand airtime.

    After all, subscribers can't be expected to buy it directly from Tracfone's website or retail partners, not when they can save a few pennies at the expense of having their service terminated.

    Totally worth it.

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    Replies
    1. Page Plus has distributors and dealers, they aren't an online only or Walmart exclusive brand like Straight Talk. Page Plus enables and makes money from sales through 3rd party retailers like CallingMart.

      When something goes wrong, especially when its not the customer's fault, responsible businesses work with the customer to resolve the issue quickly and completely with as little pain to the customer as possible. Neither CallingMart or Page Plus are acting like a companies that want to keep their customers.

      Delete
    2. You're right.

      If there's one thing Tracfone's always been known for, it's painless customer service and bending over backwards to keep customers.

      I'm sure this incident is just a one-off snafu, and not in any way emblematic of how they usually run their business.

      Delete
    3. "After all, subscribers can't be expected to buy it directly from Tracfone's website or retail partners, not when they can save a few pennies at the expense of having their service terminated."

      Actually anon 1:58PM, Callingmart charges OVER face value for P+ airtime so no real savings even if you don't pay sales tax with Callingmart.

      There are still on line retailers of P+ airtime that sell at a small discount from face value. Why wouldn't a person use them? After all the only reason a person would be on a trashfone brand is in an attempt to save money, sure ain't for CS. Of course this is a fool's errand since the customer is always eventually cheated / robbed by them in the end.

      Delete
  9. Tracfone and its ilk have never cared about the customer. All they want is money, money, money. I have had nothing but trouble when I had Straight Talk, ranging from randomly deactivating my account once to actually reassigning my phone number to someone else out of the blue. I will stick to carrier-branded MVNOs.

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  10. With MetroPCS and Cricket, there is no reason to use a Carlos Slim company for your cellular needs.

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    Replies
    1. Unless you adore red!

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    2. Lots of reasons. You might prefer Verizon towers. You might like the AT&T network, but not want throttled data like Cricket.

      Delete
    3. "There is no reason", with the two carriers you list? So, having a 60+ mile round trip required for each phone call isn't a reason? Why don't you name a non-Tracfone company that uses Verizon (required), that offers similar speeds and data at comparable prices?

      Delete
  11. Glad I've been Tracfone-free for the past four years.

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  12. People are ignorant and just keep giving Slime money and the end result is always this. Same people yapping about "overpriced" Cricket and Metro, but yet you never hear about anything like this happening. One day, they'll all figure it out.

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  13. Tags: “CallungMart” typo

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  14. Did a Callingmart purchase recently & then submitted a price match request (per their guarantee) to Callingmart CS. The refund for the difference actually posted to my CC before the purchase.

    No complaints here re Callingmart CS although all I ever have needed them for is PM & many years ago during first ever purchase had to call in to clear their fraud prevention process.

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