Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of the business for 9 years. On 6/24/2025, I purchased a sim card at a Walmart retail location at the direction of Walmart Family Mobile's website and virtual assistant. I contacted Walmart Family Mobile to activate the sim card - which I was told was required since the business was sold to *****************I was passed back and forth between several service **** which repeatedly asked to verify information that was verified by the previous **** I followed the instruction for installing the sim card. At some point, I was told my phone was deactivated and that I needed a type b sim card. I Was told that a sim card would be delivered. 1 week later a sim card identical to the one previously purchased was delivered. After an additional 2 hours of being passed back and forth between customer service **** and being asked to re-verify information that had been verified over 15 times, I asked to speak with a supervisor. I was told that I could not speak to a supervisor. I told the customer service agent I would move my business to another carrier.From an **** location, with the assistance of two staff members including an experienced manager, I called Walmart Family Mobile by ******* to have the phone number transferred to ****. I was repeatedly asked to reverify information previously provided, and was told that I needed to confirm a text message on the inactive cell phone. The **** manager told the agent that all we needed was a transfer pin. The customer agent refused to provide the number. After an hour and a half of repeated verifications, transfers, and refusals to provide the transfer pin by ********************** by *******, I was forced to open a phone line with a new phone number.

  Business Response

  Date: 07/24/2025

  Dear **** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 3, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint indicates that you attempted to transfer your phone number to AT&T but were repeatedly asked to re-verify information you had already provided.Although you needed a transfer PIN, the agent refused to give it, forcing you to open a new line with a different number.
  
  Port out requires the customers account to be active, and they must have the Number Transfer PIN (NTP) code, account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the?port-out?request. Customers may obtain their Number Transfer PIN by texting the keyword "NTP" to ****** on the device in use. In case the phone is not capable of receiving text message, the customer can also call customer care to receive the number by email.

  Upon review, your activated you service on June 23, 2025, with phone number ending in 6802 and added a $ ***** monthly plan. Please be advised, Walmart Family Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We attempted to contact you via phone and email on July 9, 2025, but were unsuccessful. That same day, you responded requesting a $50,000 payment and confirmation that your old phone number would not be reused to consider the issue resolved. On July 10, we tried reaching out again without success, and you replied stating the company denied your transfer PIN request, forcing you to get a new number. Further contact attempts were made on July 16, 17, and 22,but we received no response. In your last email on July 16, you mentioned being a customer for nine years. As of July 23, 2025, your account was deactivated due to non-renewal of service.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1324196916.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  Sincerely,
  
  Executive Resolution Department

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23551137
  
  I am rejecting this response because Walmart Family Mobile by ******* violated federal law by refusing to port out phone number ending in 2809.  This matter has been escalated to the proper authorities.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/29/2025

  Dear **** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 24, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that Walmart Family Mobile violated the federal law by refusing to port your phone number out.
  
  As per our previous response, you can get your Number Transfer PIN (***), which is required in order to port your phone number out to another service provider, by texting *** to ****** from the phone. For devices that could no longer send a text message, you can request the *** via email by contacting customer service.However, please note that prior providing account information; the account holder must verify the account.
  
  In an attempt to provide you with proper assistance, we have sent you emails to ************** on 7/27/2025, and 7/28/2025. However, we received your response, requesting not to be contacted again.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1324196916.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23551137
  
  I am rejecting this response because Walmart Family Mobile by ******* refused to transfer my phone number to another carrier in a timely manner, forcing me to open a new phone line. After consulting several professionals, general consensus is that Walmart Family Mobile by ******* is operating a scam targeting the general public for financial gain in violation of federal law.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mobile phone plan sun 5/31/2025. After being unable to get phone sim card to work, speaking with multiple customer service members for hours on multiple days, requesting refunds i was just left on hold each time or disconnected kn purpose. They tried everyone to keep from resolving my issues and delaying my call each time. I still have not received a refund or got my service to work.

  Business Response

  Date: 06/24/2025

  Dear ***** *****:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated June 07, 2025, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you purchased a service plan on 05/31/2025; however,the service has not worked despite contacting customer support. You requested refund due to this issue; however, you have not receive any refund yet.
  
  We value our customers and take their complaints seriously. We searched our system with the full name in the complaint, email address, and contact number included in the complaint, but the information provided does not match our records. We are unable to investigate this issue further at this time. For us to investigate your concerns, the following information is needed: the full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.
  
  However, please note that Walmart Family Mobile and its affiliate brands,customer account authentication policy operates under strict security standards to protect its customers' information. We cannot discuss customer information or make changes to accounts unless the account holder authenticates the information.
  
  We attempted to reach you via phone number ************ and emails were sent to ******************** on 06/10/2025, 06/11/2025, 06/12/2025, 06/13/2025 and 06/16/2025, to discuss the matter with your complaint; however, we were unable to reach you, and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  
  
  *************************************************

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ladys on the phone said my phone service was due to be cut off on 06/03/25 but instead my phone was cut off the day prior. Upon that my phone is currently lost & the only way I can find my phone is by calling it. Since theyve cut me off early which they didnt explain that **************** were updated no email, phone call or text message were sent to me to inform me about the changes. Thats important when dealing with a company I just needed an day to be able to find my phone which is lost currently, I cannot access my iPhone or iPad because it is locked with my phone number. Which is security, the lady began rambling that someone stole my phone which Im explaining that I indeed know nobody stole my phone its safe but I dont know where it is exactly. She got smart & so did the other lady who was a supervisor more like stupidvisor because she didnt know what she was talking about either! So I got the run around for nothing. They were very unprofessional & overall not any help.

  Business Response

  Date: 06/20/2025

  Dear Persia *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you lost your phone and your service was disconnected a day early, preventing you from calling the device to locate it. You attempted to seek assistance, but the issue remained unresolved.
  
  Walmart Family Mobile Terms and Conditions state that, Service End Date on your Plan is the last day of your monthly Plan cycle. Your Service End Date is determined using the date on which you activated your Walmart Family Mobile Service by redeeming a Plan, with the day of activation being deemed day 1 of your monthly plan cycle. To keep your Service active, you must either (1) purchase and redeem a Plan prior to your Service End Date; (2) have a Plan in your Walmart Family Mobile Reserve one (1) day before your Service End Date that will be redeemed on your Service End Date; or (3) have Auto Pay enabled that successfully purchases a renewal of your Plan up to 72 hours prior to your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided.
  
  Upon review, we found that your Walmart Family Mobile number ending in 0832 was deactivated on June 3, 2025, due to non-renewal of service.However, it was reactivated on June 5, 2025. The account is currently active,properly provisioned, and shows ongoing usage.  
  
  We also spoke with you on June 8, 2025, via phone at ************, where you confirmed that you had found your phone and resumed using the service. During the call, we reviewed the terms of your service,which you acknowledged.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1322035689. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Walmart family mobile only allowed me to make about five calls and texts. Now there is no service anywhere. Apparently I cant refund the prepaid card but I ought to because the service was terrible and I want to also return the phone because the service is so bad.

  Business Response

  Date: 06/18/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you paid for a service plan;however, the service did not function as expected after making five calls and sending text messages. As a result, you are requesting a refund for the plan and are considering returning the phone.
  
  Upon review, we were able to locate a Walmart Family Mobile account using your email address. Records indicate that you attempted to activate a phone with a serial number ending in 9145 by porting in your number on May 27, 2025, using a $24.88 airtime plan purchased at Walmart. Reference Number **********. However, the port-in request could not be completed due to the absence of the required Number Transfer PIN. As a result, the service could not be activated.
  
  On May 29, 2025, the port-in request was cancelled at your request. Additionally, our records show that the phone associated with the serial number ending in 9145 was scanned for return to Walmart on May 31, 2025.
  
  We attempted to contact you via phone at ************** and via email at ******************* on June 3, 6, 7, 8, and 12, 2025, in an effort to provide further assistance. Unfortunately, we were unable to reach you, and we have not received any response to our communications.
  
  Please be advised that, as stated in our Terms and Conditions, airtime plans have no cash value and are non-refundable.Additionally, we do not process refunds for purchases made at retail stores.Such purchases are subject to the return policy of the respective retailer. However,as a gesture of goodwill, we will attempt to obtain approval for a manual refund. To proceed with this request, we kindly ask that you provide a clear copy of both the front and back of your airtime card, along with the original purchase receipt.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321970025. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23401337
  
  I am rejecting this response because: I do not have the airtime card or receipt probably any longer. Can you make the refund without those items. I activated the cell phone and was able to send a text with my old number ported in so i also do not accept that my port in process didnt work. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/18/2025

  Dear ******* *******: 
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you do not have your airtime card or receipt and are requesting a refund without providing those items.
  
  As mentioned in our previous response, store purchases are subject to the stores return policy. However, we are willing to make an exception in your case, provided that you can submit proof of purchase. Please note that without a receipt, your refund request will be subject to approval, and we can only process a refund of $24.88, which reflects the price of the plan excluding taxes.
  
  We attempted to contact you via phone at ************** and email at ******************* on July 17 and 18, 2025, but we were unable to speak with you and have not received any response.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321970025. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $26 and some change for my phone service. And I have not been able to use the phone at all. They said they deactivated my phone. It's a prepaid so I don't know why it was working. Just fine. It was disconnected for 2 days and then when I paid it, it wouldn't work on the same phone I was using before and then they told me they weren't giving me my money back but yet I have no service. I have a new email to make one phone call. As soon as I call. It transfers me straight to them. And they can't give me an answer of to why? Or come to any kind of resolution.They just said oh, we can't give you a ********* they basically just stole my t my money

  Business Response

  Date: 06/17/2025

  Dear ****** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB case number ******** complaint.
  
  Your complaint states that you paid for your service but it is not working and you were unable to get the assistance needed to resolve the issue. As a result, you are requesting a refund.
  
  Upon review, we found that your Walmart Family Mobile account is active and well provisioned in the network. As we checked, we found that you tried to refill your phone on 5/08/2025 but the transaction ********** were able to refill and reactivate your phone service on 5/09/2025 by paying your bill amounting $24.88. Meanwhile, the usage report of your number from 5/23/2025 to 5/31/2025, does appear that a service interruption occurred. On 6/04/2025, record shows that your switch service to another device with reference number **********. Since then, usage report indicates that the service is being utilized. Moreover, on 6/09/2025, adjustment to your phone service was made making your Service End Date to be on 7/09/2025.
  
  Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. 
  
  We have made multiple attempts to contact you via phone at ************** and via email at *********************** on June 2, 4, 5, 6, and 9, 2025. However, we have been unable to reach you directly, and we have not received any responses to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321899344. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -5/22/2025 paid for phone bill through ****** -Service didn't work constantly called and was constantly hung up on when trying to connect with customer service. For some reason calling a random number and being connected to customer service worked better than 611 or their actual customer support line.-After an hour+ on the phone she said the service I paid for didn't work because my sim card miraculously stopped working. My only course of action would be to pay them over the phone to buy a new sim card and wait 5 days for shipping for it to arrive. Why did this happen after my phone working fine all the other months?-I think we got lost in translation but it seemed like I couldn't use myfamilymobile with my phone anymore but she brought up me buying a simple mobile plan and being refunded for myfamilymobile monthly plan. I asked if they had e-**** because I need my phone now and ofc my phone wasn't compatible with e-sim with their network.- I told her I need my phone working now so if I could just receive a refund and I'll figure it out after my call with her. because I paid with ****** she couldn't give me a refund but she would connect me with someone she could.-put on hold for 30 minutes, this man tried to help me and we sat in phone call silence for 20 minutes until he told me he was unable to do anything. So I asked "sooo I'm just supposed to dispute this with ****** now?" and he said yes and that he was sorry and then we hung up.-Tried to dispute with ****** but they closed the dispute. This would have never happened if myfamilymobile could figure out why their service no longer worked with the ***, gave me a refund on a service I paid for that they couldn't provide. So I called again yesterday.- Put on hold for an hour a 20 minutes no on answered decided to chat with them on *********- After troubleshooting for 2 hours they too wanted to transfer me to phone call. Scheduled call put me on hold. Wasted 5 hours for a $30 refund. Still no refund.

  Business Response

  Date: 06/17/2025

  Dear ***** Denisyeva:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/28/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you paid for your service on 05/22; however, the service did not work, despite contacting customer service for assistance. In addition, you requested a refund; however,you were advised to dispute the charge from ******, which did not work, and you still have not received any refund.
  
  When assessing the quality of the customer's experience regarding their service, please note that Walmart Family Mobile have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There may be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there may be significant limitations or interruptions in coverage that may result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength,terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.
  
  We reviewed your account and determined that you purchased a $29.88 30-day plan on 5/21/2025. However, the account was deactivated on the same day, due to a successful port out request.Our record shows that the phone number ending in 1209 was ported out on the same day, per port ticket number 1321123272.
  
  Please note that Walmart Family Mobile Terms and Conditions indicate that airtime plans, used or unused, have no cash value, and is non-refundable.
  
  We spoke with you on 06/05/2025 via phone number ************, and discussed the matter with your complaint. As courtesy,we issued the refund ticket number ********** to return the $31.52 you spent on the unused plan. We agreed to contact you for any updates.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* Ticket Number 1321981986. 
  
  Thank you for choosing Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23386089
  
  I am rejecting this response because: First they kept calling me everyday to tell me they're working on solving the issue. When they emailed me I told them to stop calling me everyday if there hasn't been a solution. They continued to email me so they contacted me around 4 times to tell me nothing. And finally customer service called around the middle of June and said that ****** wouldn't allow them to give me a refund so I asked if I could get a check mailed and then they said that the porting reason would be why I couldn't get my refund. No one told me even though I told everyone I called that canceling my service was against my will. You write this in the email saying that I will receive a refund? But call me and say I won't. All of this back and forth over hours worth over $30 I'm only replying back out of spite now. Disgusting company. Be clear in your response. If I am getting a refund where it is getting sent to? Why do you tell BBB you're doing one thing but call me and say you're doing another. Even in the ****** dispute it says that its been closed but that there would be a refund. Where's the refund? No refund anywhere.
  
  Sincerely,
  
  ***** Denisyeva

  Business Response

  Date: 07/11/2025

  Dear ***** Denisyeva:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July ******, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint indicates that you are seeking clarification on whether you will receive a refund, as you have not been provided with a clear update regarding the status of your request.
  
  We sincerely apologize for any inconvenience you may have experienced. Please rest assured that we are here to help. As part of our commitment to providing excellent customer service, we value your feedback and use it to support future improvements. We will do our best to ensure that similar issues are prevented moving forward.
  
  To aid with your concern, we actually submitted a refund request on 6/5/2025 under reference number **********. A refund in the amount of $31.52 to your ****** account. However, the request was denied on 6/10/2025,due to your port out request on 5/21/2025 under reference number **********.
  
  We spoke with you on July 10, 2025, via phone number ************ and shared the outcome of the refund request. Per terms and conditions once your phone number is transferred or ported out, your Walmart Family Mobile Service will be deactivated immediately and you will lose any unused Service days remaining in your Plan. Thus, no refund is process at this time.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321981986. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase new family mobile phone 05/12/2025, tried using my old family mobile sim card from old phone, did not work. install new sim from box and went to my family mobile online account. Tried to activate phone and keep my old number and service. But no service on new phone. Contacted family mobile support and was told that i had to have my number ported to my new phone first. Then i was told it may take a week to a month to port my number. *** had an online account with ********************************************* for years and switch phone many times with no problems. My service is paid up until 06/20/2025.Contacted t mobile and ******* ,they tried to help but didn't know what the problem was. My number was not in their database. Now my number has been locked or something I'm not sure. i cant contact any service **** or tects. When i call all i get is the family mobile recording and then the line disconnects. Even my online account is working properly. Not sure what family mobile has done to my account ,but its needs to be fix. new phone imei ***************.. phone **********. thanks **** ******

  Business Response

  Date: 06/04/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have a new phone and activated it with your existing number, but you have no phone service.
  
  Upon review, we found that your old phone is supported by our T-Mobile network while the new phone works with the ******* network. To activate the new phone with your old number, a port request must be initiated. The record shows that the port request was initiated on 5/12/2025 with reference number **********. However, during the port process an error was encountered stating that ******* network is not configured to support porting at this time. We are unable to switch network for your number. We apologize for any inconvenience you may have experienced, and rest assured that we are here to help.
  
  We spoke with you on 5/29/2025 via phone at ************ and discuss the status of your port request. Since we are unable to complete the transfer of your old number to the new device, you were advised to either keep your old number while still using the old phone or activate the new device with a new phone number. You then chose to keep the old number and reactivate the old device. The reactivation was successful, and you confirm that the service was working well.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321376927. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing WalMart Family Mobile. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Haynes     

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/14/2025 I checked my account and noticed that I was being charged the same amount for both lines. When I first got the 2nd line I was charged $5 less than my first line. At the time my line was like$29 and the 2nd line was $24 and then any line after that was $19. I tried calling to speak with an agent on 5/18/2025 and 5/19/2025 but the automated system would hang up rather than transfer me to an agent. I finally decided to use the chat on 5/19/2025 and chatted with Aura. Aura was useless. All Aura was able to do was tell me the information I already know. Why in the h*** would I add a 2nd line to pay the same price for both. If there was no benefit my daughter could have just got her own account. I'm almost 80 years old and this is how Walmart family mobile treats seniors. Walmart family mobile needs to credit me for every month I was overcharged and they also need to get rid of Aura who was trying to pretend to be a supervisor then when I called her out him out it out whatever, wouldn't tell me the actual supervisors name. I want my money I'm not playing with these people. As much money as they generate they take advantage of senior citizens. Shame on you Walmart family ******* Mobile

  Business Response

  Date: 06/03/2025

  Dear *** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were charged the same amount for your first and second line in the account, and did not get the $5 less on the second line like you previously do. In addition, you were unable to speak with customer service, and the chat line was not able to assist you properly.
  
  We reviewed your account, and determined that you have been paying for two lines via auto-refill with the $29.88 plan. We also confirmed that the $5 multi-line discount was applied in each transactions.Additionally, we confirmed that you applied for the Lifeline program, and was successfully enrolled on 5/17/2025, with $24.10 Lifeline discount.
  
  We spoke with you via phone number ************ on 5/23/2025 and 5/27/2025, and discussed the aforementioned. We informed you that the charges in your account are accurate, and you accepted the explanation.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:05/14/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe that this company is intentionally slowing and reducing data speeds. I have been on the phone for nearly the last 2 hours about my high speed data and still no resolution. For some odd reason Ive been paying for high speed data yet currently my data is either unavailable or majorly reduced and according to customer service, theres no explanation as to why.

  Business Response

  Date: 05/28/2025

  Dear Oquavion ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 14, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you have been paying for a high-speed data plan; however, your mobile data is either unavailable or is slowed down. In addition, you were not provided with an explanation as to why this is happening.
  
  We reviewed your account with phone number ending in 3616; it is active and provisioned in our system. Transaction History shows that you have been redeeming the $49.88 30-day plan with unlimited talk, text, and data. Usage Records show that the device is working and is being used.
  
  We also confirmed that you have coverage in your area; however, please note that within coverage areas, there may be significant limitations or interruptions in coverage that may impact service and result in dropped and blocked connections, slower Mobile *********** and data speeds or no Mobile *********** or data connectivity and call interference. This could occur due to many factors including your device,network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings,foliage and other obstructions, weather and other conditions.
  
  We spoke with you via phone number ************ on 05/25/2025, and you confirmed that you were able to use your mobile data. You also confirmed that the rest of the services are working properly.
  
  If you still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 06/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Oquavion ******

  Thanks for calling and being willing to help.

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Walmart family mobile for around 5 years. This past month I had an issue where they separated the phones on my family plan. They refuse to put them all back together. Im being charged extra fees. This month I paid for two phones. Then went to pay for the other two and again two phone are not activated. I cant get though to these people to understand what they did and are doing and they dont want to help with anything so here I am paying for the past two months to reactivate phones that I did not deactivate and take off the plan. Last month they had two numbers grouped together and now this month its two completely different numbers grouped together. Im tired of getting ripped off and my plan screwed up.

  Business Response

  Date: 05/28/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that your Walmart Family Mobile multiline was separated, making you pay extra, and you are not getting the assistance needed to resolve the matter.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. Upon review, we found that your Walmart Family Mobile account has four active lines and already receives a multiline discount. Meanwhile, we checked the purchase history of the account and found separate payments for your lines from April to May. In addition, we found that a refund amounting to $53.87 was processed on 4/14/2025.
  
  We attempted to contact you via phone number ********** and email **************** on 5/16/2025 but we were unable to reach you. However, you did respond to our message stating that the contact number available in your complaint is incorrect and provided the right one.Thus, we tried to reach out to you via phone number ********** on 5/19/2025,5/21/2025 and 5/25/2025 but with no success. We have not heard or received any new email responses from you.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1320773580
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department