Transfering Minutes From Existing To New Phone Say I Have Less Minutes

purchasred a newer type phone from tracfone. have over 5,000 min. on existing tracfone. when I called to transfer to the new phone they say I have only 1,000 some minutes. talked to supervisor he said same thing. I said I am looking right at minutes on  my existing .phone I even purchased  minutes on 1-11-13 that brought my total to that number they said there is nothing they can do. so I said I can just keep my old phone as it has the right minutes on it. this doesnt make sense to me